Qualification Specification Level 3 Certificate in Retail Knowledge

Transcription

1 Qualification Specification Level 3 Certificate in Retail Knowledge Qualification Number: 600/3752/0 Highfield House Heavens Walk Lakeside Doncaster South Yorkshire DN4 5HZ United Kingdom Tel Tel Fax Info@highfieldabc.com Version 2.1 March 2016

2 Contents Introduction... 3 Qualification Details... 3 Key facts... 3 Qualification Overview... 3 Entry Requirements... 3 Age ranges... 3 Geographical Coverage... 4 Qualification Structure... 3 Assessment Guidance... 3 Assessor Requirements... 4 Internal Quality Assurance... 4 Progression... 4 Useful Websites... 5 Rules of Combination and all units... 6

3 HABC Level 3 Certificate in Retail Knowledge (QCF) Introduction This Qualification Specification is designed to outline all you need to know in order to offer this qualification in your Centre. If you have any further questions, please contact your Account Manager. Qualification Details The HABC Level 3 Certificate in Retail Knowledge has been accredited by the regulators of England and Wales (Ofqual and the Welsh Government) and is part of the Qualifications and Credit Framework (QCF). The qualification is supported by Skillsmart Retail UK Ltd, the Sector Skills Council for the Retail sector. Key facts QAN: 600/3752/0 Learning Aim Reference: Guided learning hours (GLH): Credit Value: 16 Assessment Method: Multiple Choice Test Qualification Overview This qualification is aimed at individuals who are already working in a Retail environment. The Level 3 Certificate in Retail Knowledge enables learners to further develop their knowledge and understanding of the Retail sector and is designed to provide the knowledge required for entry into a Supervisor/Management role or progression into a more Specialist Retail role such as Visual Merchandiser or Sales Professional. This qualification forms the knowledge component of the Advanced Apprenticeship in Retail and can also be delivered as a stand-alone qualification. Entry Requirements There are no prerequisites for this qualification. It is advised that learners have a minimum of Level 2 in literacy or numeracy or equivalent. Qualification Structure This qualification is made up of mandatory and optional units. Learners must achieve 16 credits in total by achieving 10 credits from Mandatory Group A and 6 credits from Optional Group B. Details of all units are provided at the end of this document. Assessment Guidance This qualification is assessed by multiple choice tests. Each test contains 30 multiple-choice questions and lasts 1 hour. Successful learners must achieve a score of at least 20 out of 30 on each test.

4 Following the assessments, a list of results will be provided to the Centre Contacts stating whether learners have passed or failed. Certificates for those who are successful will be dispatched for distribution by the Centre Contacts. Age ranges This qualification is approved for delivery to the age ranges pre-16, and 19+. Geographical Coverage The qualification is available for learners in England, Wales and Northern Ireland. Tutor Requirements HABC recommend that Nominated Tutors have a teaching qualification and/or experience and have relevant experience in the subject area. This may include experience of working within retail. Applications will be reviewed on a case by case basis, and as such all experience will be reviewed by an expert in the area before a decision is made. Suitable teaching qualifications include: HABC Level 3 Award in Delivering Training (or equivalent) Level 3 or 4 PTLLS or above Diploma or Certificate in Education Bachelors or Masters Degree in Education City and Guilds Teachers Certificate or equivalent Level 3 or 4 NVQ in Training and/or Development Proof of at least 30 hours of training in any subject Nominated Tutors should also be able to demonstrate relevant experience and knowledge in a work context and provide evidence of engagement with the subject field and continuing professional development. Nominated Tutors may also be employed as a manager or supervisor within a retailer and in this circumstance a teaching qualification may not be required. Internal Quality Assurance One unit within this qualification is assessed and Internally Quality Assured. If learners choose unit 14: Understand how to approach work-based projects within retail business, the portfolio of evidence must be internally quality assured by a suitably qualified person. The person responsible for IQA must hold or be working towards an IQA qualification, such as: o the Level 4 Award in the Internal Quality Assurance of Assessment Processes and Practice, or o the Level 4 Certificate in Leading the Internal Quality Assurance of Assessment Processes and Practice, or o V1 Conduct internal quality assurance of the assessment process, or o D34 Internally verify the assessment process.

5 Mapping to National Occupational Standards This qualification maps to the National Occupational Standards for Retail owned by Skillsmart Retail UK Ltd. Reasonable Adjustments and Special Considerations HABC has measures in place for learners who require additional support. Please see the HABC Reasonable Adjustments Policy. ID requirements All learners must be instructed to bring photographic identification to the assessment to be checked by the invigilator/assessor. This instruction should be given ahead of the course/assessment when the learner registers and/or with any pre-course materials. It is the responsibility of the centre to have systems in place to ensure that the person taking an examination/assessment is indeed the person they are purporting to be. All centres are therefore required to ensure that each learner s photographic identification is checked before they are allowed to undertake the examination/assessment and write the type of photo identification provided by each learner on the Learner List under Identification Provided. HABC will accept the following as proof of a learner s identity: o o o o Valid Passport (any nationality) Signed UK Photo card Driving Licence Valid Warrant Card issued by HM Forces, Police Other photographic ID card, e.g. Employee ID Card (must be current employer), Student ID Card, Travel card. For more information on learner ID requirements, please refer to section 8 of the HABC Examination and Invigilation Regulations contained within the Core Manual. Progression Progression routes could include:- Level 3 Retail Skills qualifications Advanced Apprenticeship in Retail Useful Websites

6 Rules of Combination and all units In order to achieve the Level 3 Certificate in Retail Knowledge, all learners must complete the minimum number of credits from each of the unit groups as outlined below. Learners must achieve a total of 16 credits in order to complete this qualification. Mandatory Unit Group A: All units in this group must be completed totaling 10 credits. Unit Title: Unit Number: Total Credits: 1. Understanding customer service in the retail sector K/502/ Understanding the management of risks to health and safety on the premises of a retail business F/502/ Understanding the retail selling process F/502/ Understanding the development of personal and team effectiveness in a retail business A/502/ Optional Group B: A minimum of 6 credits must be achieved from this group. Unit Title: Unit Number: Total Credits: 5. Understanding security and loss prevention in a retail M/502/ business 6. Understanding how the smooth operation of a payment point is maintained 7. Understanding the management of stock in a retail business 8. Understanding how the effectiveness of store operations can be improved M/502/ L/502/ H/502/ The Principles of Food Safety Supervision for Retail J/502/0379 3

7 Unit 1: Understanding customer service in the retail sector Unit number: K/502/5803 Credit: 2 GLH: 17 Level: 3 Unit Introduction The purpose of this unit is to provide learners with the knowledge and understanding of retail customer service. It focuses on how retail businesses meet and monitor the standards of customer service as well as negotiating with customers in order to resolve complaints. Learning Outcomes The learner will: 1. Understand the effect of customer service on retail business 2. Understand how retail businesses ensure customer service standards are met 3. Understand how customer complaints are resolved in a retail business 4. Understand how customer service is monitored in a retail business Assessment Criteria The learner can: 1.1 Explain the importance of customer loyalty to a retail business 1.2 Explain the relationship between standards of customer service and customer loyalty 2.1 Explain how a team s work needs to be organised so as to ensure that customer service standards can be consistently met 2.2 Describe common contingencies which can affect a team s ability to meet customer service standards, and explain how the effects of these contingencies can be minimised 3.1 Describe the procedures used by retail businesses for resolving a variety of complaints, including how the customer is kept informed of progress 3.2 Describe techniques for negotiating with customers to reach a solution acceptable to both parties 3.3 Explain how resolving complaints can turn the customer s dissatisfaction into delight 4.1 Explain why it is important to monitor the delivery and effectiveness of customer service in a retail business 4.2 Describe the main methods which are used to monitor customer service in retail businesses 4.3 Explain the techniques used by line

8 Mapping to National Occupational Standards This unit is mapped to D.301 (K), D.302 (K), D.304 (K) managers to monitor the customer service delivered by themselves and their teams

9 Unit 2: Understanding the management of risks to health and safety on the premises of a retail business Unit number: F/502/5824 Credit: 2 GLH: 15 Level: 3 Unit Introduction The purpose of this unit is to provide learners with the knowledge and understanding of managing health and safety risks within the premises of retail businesses. It focuses on the methods for identifying, monitoring and preventing risks as well as the management of accidents and emergencies. Learning Outcomes The learner will: 1. Understand the health and safety responsibilities of employees and employers 2. Understand the management of potential risks to health and safety on the premises of a retail business 3. Understand the management of emergency procedures on the premises of a retail business Assessment Criteria The learner can: 1.1 Explain the role and responsibilities of nominated health and safety representatives in risk prevention and management under relevant health and safety legislation 1.2 Explain the role and responsibilities of nominated health and safety representatives in relation to substances hazardous to health 1.3 Explain the employer s responsibilities for providing clearly defined health and safety procedures 2.1 Describe the main methods of monitoring and preventing the risks to health and safety in the workplace 2.2 Explain the purpose of risk assessment and describe the key stages in the risk assessment process 2.3 Explain the importance of briefing and training staff on health and safety issues 2.4 Explain the main methods of briefing and training staff on health and safety issues 3.1 Explain why it is essential to have effective policies and procedures for managing emergencies such as bomb threats and fire 3.2 Describe methods for training staff to respond to emergency situations

10 4. Understand the management of accidents in the retail environment Mapping to National Occupational Standards This unit is mapped to E.306 (K), E.307 (K) 4.1 Describe the types of accidents which typically occur on the premises of a retail business to people such as visitors, customers or staff 4.2 Describe the arrangements which should be in place for dealing with accidents in the workplace 4.3 State the legal requirements for recording accidents including the essential contents of an accident report

11 Unit 3: Understanding the retail selling process Unit number: F/502/5807 Credit: 2 GLH: 17 Level: 3 Unit Introduction The purpose of this unit is to provide learners with the knowledge and understanding of the retail selling process. It focuses on the range of communication techniques used for identifying and meeting the needs of customers as well as the different techniques used for maximising sales. Learning Outcomes The learner will: 1. Understand how communication techniques can be used to help the customer choose products 2. Understand the benefits and maintenance of product knowledge 3. Understand legislation relating to selling in the retail environment 4. Understand techniques for maximising sales Assessment Criteria The learner can: 1.1 Explain how communication techniques can be used to match product features and benefits to complex customer needs 1.2 Explain how communication techniques can be used to narrow the choice of products to those best suited to the customer s needs 2.1 Explain the benefits of maintaining comprehensive and accurate product information 2.2 Explain the salesperson s legal responsibilities for giving product information and describe the legal consequences of failing to comply with the law 2.3 Describe how to ensure that staff have the training and information they need to develop and maintain their product knowledge 3.1 Describe the purpose of the main legislation relating to retail sales 3.2 Explain the impact of legislation relating to sales on retail business 3.3 Explain the rights and protection the key legislation relating to sales gives customers 4.1 Explain the ways in which staff can maximise sales opportunities 4.2 Explain how effective leadership methods

12 Mapping to National Occupational Standards This unit is mapped to C.313 (K) can be used to maximise sales 4.3 Evaluate the effectiveness of techniques used by specific retail businesses to maximise sales 4.4 Explain how effective target setting helps to maximise sales

13 Unit 4: Understanding the development of personal and team effectiveness in a retail business Unit number: A/502/5787 Credit: 4 GLH: 26 Level: 3 Unit Introduction The purpose of this unit is to provide learners with the knowledge and understanding of how they can contribute to team leading. This includes the recruitment of staff, employment rights and responsibilities, and development of individuals and teams as well as how to communicate effectively and deal with conflict within retail teams. Learning Outcomes The learner will: Assessment Criteria The learner can: 1. Understand the recruitment process 1.1 Describe the key stages in the recruitment process 2. Understand how individuals and teams are developed within a retail business 3. Understand effective communication within retail teams in retail business 1.2 Describe the sources of information typically used to support recruitment decisions and explain their relevance to the recruitment process 1.3 State the legal requirements relating to the recruitment process 2.1 Explain how to evaluate the performance of individuals and teams in retail business 2.2 Explain how to identify the development needs of individuals and teams 2.3 Describe a range of development activities and approaches and explain how they suit differing learning needs, personal aspirations and business goals 3.1 Evaluate the suitability of a variety of communication methods and styles for a range of situations typically faced by retail teams 3.2 Describe how to use communications skills to: build relationships within a retail team give and receive constructive criticism and feedback listen to and show understanding of the feelings and views of other team members

14 4. Understand how conflict is resolved within teams in retail business 5. Understand the link between improved personal performance and improved business performance 6. Understand how to review the personal performance of retail team members 7. Understand the general principles of employment law Mapping to National Occupational Standards This unit is mapped to E.335 (K), E.336 (K), E.338 (K) 4.1 Describe the types of situation which typically give rise to conflict within retail teams 4.2 Describe techniques for resolving conflict within retail teams and explain why these work 5.1 Explain methods for identifying own training and development needs and the resources available for addressing those needs 5.2 Evaluate how personal development plans can improve the performance of the individual and the retail business 6.1 Describe how to set objectives for individuals and teams 6.2 Explain methods for measuring and evaluating the performance of individuals and teams against objectives 6.3 Explain how to give feedback to individuals and teams on their performance against objectives 7.1 Describe who is responsible for determining employment legislation 7.2 Explain how employment legislation benefits the retail industry as a whole, individual retail businesses and individual employees 7.3 State the main provisions of current employment statues in relation to both employers and employees 7.4 Describe how businesses may be penalised for not complying with employment laws 7.5 Describe the main internal and external sources of information which can be used to help decide whether employment law has been breached 7.6 Explain how individuals can be protected and prosecuted under equality and diversity legislation and anti-discrimination practice

15 Unit 5: Understanding security and loss prevention in a retail business Unit number: M/502/5818 Credit: 3 GLH: 15 Level: 3 Unit Introduction The purpose of this unit is to provide learners with the knowledge and understanding of the impact of crime upon retail business and how security risks are assessed. It also covers the precautions and actions undertaken for preventing loss and maintaining security. Learning Outcomes The learner will: 1. Know the range of security risks faced by a retail business 2. Understand the effect which crime has on a retail business and its staff 3. Understand the loss prevention procedures used in a retail business 4. Know how security incidents should be dealt with Assessment Criteria The learner can: 1.1 Define the security risks faced by a retail business and distinguish between external and internal threats to security 1.2 Explain how and why losses can occur in a retail business as a result of crime 2.1 Explain the implications of criminal loss to retail businesses 2.2 Explain the role of management and other staff in maintaining the security of a retail business 3.1 Explain the main ways in which retail businesses use technology to prevent loss 3.2 Explain how stock control procedures are used to prevent loss 3.3 Explain how routine stocktaking helps to prevent loss 4.1 Explain how to apprehend individuals suspected of fraud in accordance with relevant legislation 4.2 Explain how to apprehend individuals suspected of theft in accordance with relevant legislation 4.3 Explain common procedures for carrying out searches when theft is suspected 4.4 Describe common types of situations where threatening and violent behaviour from customers may occur in a retail business

16 4.5 Explain the techniques for controlling threatening and violent behaviour and explain why these techniques are effective 5. Know how to carry out an assessment of security risk Mapping to National Occupational Standards This unit is mapped to E.304 (K), E.305 (K), E.307 (K) 5.1 Explain why it is necessary to assess security risks in a retail business 5.2 Describe the key stages in the risk assessment process 5.3 Explain why it is important to identify breaches in security and deal with them promptly

17 Unit 6: Understanding how the smooth operation of a payment point is maintained Unit number: M/502/5799 Credit: 3 GLH: 26 Level: 3 Unit Introduction The purpose of this unit is to provide learners with the knowledge and understanding of managing payment point(s) within retail businesses. It focuses on methods for monitoring payment points and dealing with queries and abnormal operating conditions. Learning Outcomes The learner will: 1. Know how a payment point is made ready for trading 2. Know how to deal with queries raised at the payment point 3. Understand the routine monitoring of a payment point 4. Know what actions should be taken at the payment point when abnormal operating conditions apply 5. Understand how the accuracy of till operation is monitored Assessment Criteria The learner can: 1.1 Describe typical procedures for opening up a payment point 1.2 Explain the key principles for establishing an effective staffing rota for a payment point 2.1 Describe the types of queries raised at the payment point by staff and customers and explain how these queries are resolved 2.2 Describe procedures for dealing with claims by customers that incorrect change was given 3.1 Explain the reasons for monitoring payment point activity 3.2 Describe the routine monitoring procedures of a payment point 3.3 Describe the problems which routine monitoring of a payment point can uncover, and explain how these problems can be resolved 4.1 Explain what is meant by abnormal operating conditions in relation to the payment point 4.2 Describe the actions to be taken at the payment point when abnormal operating conditions apply 5.1 Describe the main types of till discrepancy and explain how these occur 5.2 Describe the measures for evaluating the

18 6. Know how to implement end-of-shift procedures at a payment point Mapping to National Occupational Standards This unit is mapped to C.252 (K), C.310 (K), E.211 (K) accuracy of till operation 5.3 Describe the measures for dealing with till discrepancies 6.1 Describe the methods used at the payment point at the end of a shift or close of business

19 Unit 7: Understanding the management of stock in a retail business Unit number: L/502/5826 Credit: 3 GLH: 16 Level: 3 Unit Introduction The purpose of this unit is to provide learners with the knowledge and understanding of the management of stock in retail businesses. This includes how to manage the procedures for receiving and storing stock and the principles of auditing stock levels. Learning Outcomes The learner will: 1. Understand how the receipt and storage of stock is managed 2. Understand the principles of auditing stock levels Assessment Criteria The learner can: 1.1 Explain the importance of having sufficient resources (staff, equipment and space) to process deliveries of stock 1.2 State what information is needed by staff receiving a delivery of stock and explain why they need it 1.3 Describe the procedures for monitoring: the preparation of the delivery area and storage facilities the quality and quantity of goods received the movement of goods the disposal of stock and waste 1.4 Describe the actions to take in the event of: discrepancies in the goods received late deliveries 1.5 Explain the main principles of systems used for recording and controlling stock 1.6 Explain how to identify and evaluate improvement to stock management using a range of information such as that from suppliers, customers and colleagues 2.1 Explain the purpose of auditing stock levels 2.2 Explain why stock should be audited regularly 2.3 Explain how to anticipate and prevent

20 3. Understand the legal requirements relating to stock management Mapping to National Occupational Standards This unit is mapped to B.301 (K), B.302 (K), B.304 (K) situations that make it difficult to carry out an audit 2.4 Explain the resources needed for auditing stock and the effects on the business of redeploying staff to the audit team 2.5 State what preventative actions and further investigations can be recommended as a consequence of a stock audit 3.1 Describe the legal requirements for storing different types of products such as food, toxic items and bonded items 3.2 Describe the legal requirements for keeping records regarding the disposal of stock and the consequences to the business of failing to comply with these requirements

21 Unit 8: Understanding how the effectiveness of store operations can be improved Unit number: H/502/5802 Credit: 3 GLH: 23 Level: 3 Unit Introduction The purpose of this unit is to provide the learner with knowledge and understanding of developing and improving retail businesses in terms of their store operations. In order to keep pace with the changing demands and constraints of business, it covers how learners can suggest opportunities to contribute to the continuous improvement of store operations as well as understanding how to organise and assess staffing. Store Operations covers the management of: product range and availability customers and retail customer service staff performance and training stock management company systems and procedures current performance (e.g. sales/profits/wastage/loss) Learning Outcomes The learner will: 1. Understand the process of improving store operations 2. Understand how to communicate with and motivate those involved in bringing about change and improvement in store operations Assessment Criteria The learner can: 1.1 Explain the methods for monitoring operational performance of retail businesses 1.2 Explain the opportunities for improvement to business areas that are likely to be identified from the monitoring of store operations 1.3 Explain how to identify and select business areas for improvement 1.4 Explain how to generate and evaluate ideas for improving store operations 1.5 Explain the planning tools and models used for developing and reviewing implementation plans in store operations 2.1 Identify who needs to be involved in bringing about change and improvement in store operations 2.2 Explain how individuals can be encouraged and motivated to bring about improvement in store operations 2.3 Explain why it is important for staff to be

22 3. Understand how the organisation and scheduling of staffing contributes to the effectiveness of store operations Mapping to National Occupational Standards This unit is mapped to E.303 (K) committed and motivated to bringing about change in store operations 3.1 Describe the relationship between staffing plans, work objectives and goals in retail business 3.2 Describe the constraints that apply when planning to meet work objectives and goals in a retail business 3.3 Explain how constraints can affect teams, individual staff members and customers in a retail business 3.4 Explain how different types of staffing plans and schedules can help retail businesses to respond to a range of operational demands and constraints 3.5 Explain how to assess the effectiveness of staffing plans

23 Unit 9: The Principles of Food Safety Supervision for Retail Unit no: J/502/0379 Credit: 3 GLH: 25 Level: 3 Unit Introduction This unit is aimed at supervisors, team leaders and line managers working in the retail and other related industries. Learners gaining this unit will know and be able to apply the knowledge relating to the supervisor s role at all stages of food production. They will understand the role of the supervisor in food preparation and be able to provide examples of effective supervisory management relating to food production. Its topics are regarded by the Foods Standards Agency as being important to maintaining good practice in the production of safe food. Learning Outcome The learner will: 1. Understand how food business operators can ensure compliance with food safety legislation 2. Understand the application and monitoring of good hygiene practice 3. Understand how to implement food safety management procedures Assessment Criteria The learner can: 1.1 Summarise the importance of food safety management procedures. 1.2 Explain the responsibilities of employers and employees in respect of food safety legislation and procedures for compliance. 1.3 Explain how the legislation is enforced 2.1 Justify the importance of high standards of personal hygiene. 2.2 Explain procedures for cleaning and disinfection including the need for workplace and equipment schedules. 2.3 Explain procedures to control contamination and cross-contamination. 2.4 Describe the importance of and methods for waste disposal. 2.5 Describe the importance of and methods for pest control. 3.1 Describe the consequences for food safety from microbial, chemical, physical and allergenic hazards. 3.2 Describe methods and procedures for controlling food safety to include critical control points, critical limits and corrective actions

24 4. Understand the role of supervision in food safety management procedures 3.3 Explain the requirement for temperature control. 3.4 Explain the importance of traceability. 3.5 Explain the importance of continually reviewing and, as appropriate, improving the organisation's procedures. 4.1 Explain the requirements for induction and on-going training of staff. 4.2 Explain the importance of monitoring and reporting in food safety management.