VTCT Level 2 Certificate in Retail Skills

Transcription

1 VTCT Level 2 Certificate in Retail Skills Operational start date: 1 May 2012 Credit value: 24 Total Qualification Time (TQT): 240 Guided learning hours (GLH): Qualification number: 600/5076/7 Statement of unit achievement By signing this statement of unit achievement you are confirming that all learning outcomes, assessment criteria and range statements (if/where applicable) have been achieved under specified conditions and that the evidence gathered is authentic. This statement of unit achievement table must be completed prior to claiming certification. Unit code Date achieved Learner signature Assessor initials IQA signature (if sampled) Mandatory unit UV21454 Optional units - Group A Optional units - Group B1 Optional units - Group B2 AG20417F_v8

2 The qualification Introduction The VTCT Level 2 Certificate in Retail Skills is a qualification that will provide you with the knowledge and skills required to work within the retail sector. Throughout this qualification you will learn how to work effectively within a team. You may cover the skills required to work within a wide range of retail areas, including bakery, delicatessen, beauty counter, a garden centre and clothing. You will be able to deal with retail goods, including stock levels, customer orders and returns. Other skills may include dealing with money and loyalty schemes, and assisting customers when required. On successful completion of this qualification you will have the appropriate attributes needed to work within a retail. National Occupational Standards (NOS) This qualification has been mapped to the relevant NOS, and is regulated on the Regulated Qualifications Framework. This qualification is approved and supported by People 1st, the sector skills council for retail. Prerequisites There are no formal prerequisite qualifications that you must have prior to undertaking this qualification. Your centre will have ensured that you have the required knowledge, understanding and skills to enrol and successfully achieve this qualification. 2

3 Progression On completion of this qualification you may choose to undertake further study; qualifications you could progress to include: VTCT Level 2 Diploma in Retail Skills Alternatively, you may wish to seek employment as a: Sales assistant 3

4 Qualification structure Total credits required - 24 (minimum) All mandatory units must be completed. You must achieve a minimum of 7 credits from Group A and the remaining 9 credits must come from Group A and/or Group B. Mandatory unit - 8 credits VTCT unit code Ofqual unit reference Credit value GLH Level UV21454 T/503/5735 Work effectively in a retail team Optional units - Group A - 7 (minimum) credits VTCT unit code UV21431 UV21398 UV21414 UV21432 UV21447 UV21389 Ofqual unit reference R/503/5659 J/503/5660 L/503/5661 R/503/5662 Y/503/5663 H/503/5665 Receive goods and materials into storage in a retail Place goods and materials into storage in a retail Keep stock on sale at required levels in a retail Process customer orders for goods in a retail Process returned goods in a retail Assemble products for display in a retail Credit value GLH Level UV21407 K/503/5666 Hand-process fish in a retail UV21423 M/503/5667 Process greengrocery products for sale in a retail UV21438 T/503/5668 Finish meat products by hand in a retail UV21367 A/503/5672 Organise own work to meet a dough production schedule in a retail UV21399 J/503/5674 Maintain food safety while working with food in a retail UV21381 D/601/4451 Select, weigh and measure bakery ingredients

5 Optional units - Group A (continued) VTCT unit code UV21433 UV21374 UV21390 UV21449 UV21424 UV21440 UV21368 UV21384 UV21400 UV21416 UV21385 UV21401 UV21450 UV21376 UV21392 Ofqual unit reference R/503/5676 D/503/5678 H/503/5679 Y/503/5680 M/503/5684 T/503/5685 A/503/5686 F/503/5687 J/503/5688 L/503/5689 F/503/5690 J/503/5691 Y/503/5694 D/503/5695 H/503/5696 Pick products in a retail to fulfil customer orders Check stock levels and sort out problems with stock levels in a retail Finish bake-off food products in a retail Glaze, coat or decorate bake-off products for sale in a retail Display stock to promote sales to customers in a retail Help customers to choose products in a retail Carry out promotional campaigns in a retail Deal with customer queries and complaints in a retail Demonstrate products to customers in a retail Process payments for purchases in a retail Process applications for credit agreements offered in a retail Promote loyalty schemes to customers in a retail Provide a bra fitting service in a retail Follow guidelines for planning and preparing visual merchandising displays Dress visual merchandising displays to attract customers Credit value GLH Level

6 Optional units - Group A (continued) VTCT unit code UV21409 UV21425 UV21441 Ofqual unit reference K/503/5697 M/503/5698 T/503/5699 Order and position signage and graphics for visual merchandising displays Dismantle and store props and graphics from visual merchandising displays Make props and decorate fixtures and panels for visual merchandising displays Credit value GLH Level UV21377 D/503/5700 Assemble visual merchandising displays UV21402 J/503/5707 Follow point-of-sale procedures for agerestricted products in a retail UV21418 L/503/5708 Provide National Lottery products to customers UV21435 R/503/5709 Advise customers on the fixing and care of tiles UV21419 L/503/5711 Cash up in a retail UV21436 R/503/5712 Promote a retail store s credit card to customers in a retail UV21451 Y/503/5713 Provide service to customers in a dressing room in a retail UV21378 D/503/5714 Promote food or drink products by offering samples to customers UV21394 H/503/5715 Deliver goods from a retail to the customer s delivery address UV21427 M/503/5717 Help customers to apply for a retail store s credit card and associated insurance products UV21443 T/503/5718 Help customers to choose delicatessen products in a retail UV21370 A/503/5719 Portion delicatessen products to meet customer requirements in a retail UV21444 T/503/5721 Demonstrate make-up and skincare products to customers at a beauty counter in a retail

7 Optional units - Group A (continued) VTCT unit code UV21371 UV21452 UV21379 UV21372 UV21405 Ofqual unit reference A/503/5722 Y/503/5727 D/503/5728 A/503/5736 J/503/5738 Operate a customer record card system on a beauty counter in a retail Protect own and others health and safety when working in a retail Reduce security risks in a retail Prepare newspapers and magazines for return to merchandisers Check the accuracy of records of hours worked by staff in a retail Credit value GLH Level UV21430 R/502/0854 Maintain moisture levels for crops or plants UV21413 L/502/0853 Provide nutrients to crops or plants UV21446 Y/502/1214 Remove unwanted plant growth to maintain development UV21406 K/502/1511 Identify and report the presence of pests, diseases and disorders UV21396 J/502/0771 Merchandise plants and other relevant products UV21421 L/601/0933 Give customers a positive impression of yourself and your organisation UV21445 T/601/4555 Hand-divide, mould and shape fermented dough Optional units - Group B1-5 (maximum*) credits VTCT unit code UV11373 UV11383 UV11448 Ofqual unit reference D/503/5664 F/503/5673 Y/503/5677 Sort donated goods for resale or recycling in a retail Maintain food safety while working with food in a retail Load orders for despatch from a retail store to customers Credit value GLH Level

8 Optional units - Group B1 (continued) VTCT unit code Ofqual unit reference Credit value GLH UV11422 L/601/5016 Provide a counter and takeaway service UV11411 K/503/5716 Contribute to monitoring and maintaining ease of shopping in a retail sales area Level Optional units - Group B2-9 (maximum*) credits VTCT unit code UV31366 UV31375 UV31391 UV31417 UV31434 UV31393 UV31410 UV31426 UV31369 UV31428 UV31412 UV31388 Ofqual unit reference A/503/5669 D/503/5681 H/503/5682 L/503/5692 R/503/5693 H/503/5701 K/503/5702 M/503/5703 A/503/5705 M/503/5720 K/503/5733 F/503/5737 Audit stock levels and stock inventories in a retail Manage staff to receive goods in a retail Organise and monitor the storage of stock in a retail Maintain the availability of goods on display in a retail to promote sales Manage the payment transaction process in a retail Choose merchandise to feature in visual merchandising displays Manage the use of signage and graphics in visual merchandising displays Evaluate the effectiveness of visual merchandising displays Contribute to improving a retail organisation s visual merchandising policy Help customers to choose specialist products in a retail Produce staffing schedules to help a retail team to achieve its targets Monitor and support secure payment point use during trading hours Credit value GLH Level * Where specified (maximum*) credits from a group is the maximum credits achieved that count towards the total minimum required for the qualification. 88

9 Guidance on assessment This book contains the mandatory units that make up this qualification. Optional units will be provided in additional booklets (if applicable). Where indicated, VTCT will provide assessment materials. Assessments may be internal or external. The method of assessment is indicated in each unit. Internal assessment (any requirements will be shown in the unit) Assessment is set, marked and internally quality assured by the centre to clearly demonstrate achievement of the learning outcomes. Assessment is sampled by VTCT external quality assurers. External assessment (any requirements will be shown in the unit) Externally assessed question papers completed electronically will be set and marked by VTCT. Externally assessed hard-copy question papers will be set by VTCT, marked by centre staff and sampled by VTCT external quality assurers. Assessment explained VTCT courses are assessed and quality assured by centre staff. Work will be set to improve your practical skills, knowledge and understanding. For practical elements, you will be observed by your assessor. All your work must be collected in a portfolio of evidence and cross-referenced to requirements listed in this record of assessment book. Your centre will have an internal quality assurer whose role is to check that your assessment and evidence is valid and reliable and meets VTCT and regulatory requirements. An external quality assurer, appointed by VTCT, will visit your centre to sample and quality-check assessments, the internal quality assurance process and the evidence gathered. You may be asked to attend on a different day from usual if requested by the external quality assurer. This record of assessment book is your property and must be in your possession when you are being assessed or quality assured. It must be kept safe. In some cases your centre will be required to keep it in a secure place. You and your course assessor will together complete this book to show achievement of all learning outcomes, assessment criteria and ranges. 9 9

10 Creating a portfolio of evidence As part of this qualification you are required to produce a portfolio of evidence. A portfolio will confirm the knowledge, understanding and skills that you have learnt. It may be in electronic or paper format. Your assessor will provide guidance on how to prepare the portfolio of evidence and how to show practical achievement, and understanding of the knowledge required to successfully complete this qualification. It is this booklet along with the portfolio of evidence that will serve as the prime source of evidence for this qualification. Evidence in the portfolio may take the following forms: Observed work Witness statements Audio-visual media Evidence of prior learning or attainment Written questions Oral questions Assignments Case studies All evidence should be documented in the portfolio and cross referenced to unit outcomes. Constructing the portfolio of evidence should not be left to the end of the course. 10

11 Unit assessment methods This section provides an overview of the assessment methods that make up each unit in this qualification. Detailed information on assessment is provided in each unit. Mandatory unit VTCT unit code External Question paper(s) Observation(s) Internal Portfolio of evidence UV21454 Work effectively in a retail team Optional units - Group A - Level 2 VTCT unit code UV21431 UV21398 UV21414 UV21432 UV21447 UV21389 UV21407 UV21423 UV21438 UV21367 UV21399 Receive goods and materials into storage in a retail Place goods and materials into storage in a retail Keep stock on sale at required levels in a retail Process customer orders for goods in a retail Process returned goods in a retail Assemble products for display in a retail Hand-process fish in a retail Process greengrocery products for sale in a retail Finish meat products by hand in a retail Organise own work to meet a dough production schedule in a retail Maintain food safety while working with food in a retail External Question paper(s) Observation(s) Internal Portfolio of evidence 0 û 11

12 Unit assessment methods Optional units - Group A - Level 2 (continued) VTCT unit code UV21381 UV21433 UV21374 UV21390 UV21449 UV21424 UV21440 UV21368 UV21384 UV21400 UV21416 UV21385 UV21401 UV21450 Select, weigh and measure bakery ingredients Pick products in a retail to fulfil customer orders Check stock levels and sort out problems with stock levels in a retail Finish bake-off food products in a retail Glaze, coat or decorate bakeoff products for sale in a retail Display stock to promote sales to customers in a retail Help customers to choose products in a retail Carry out promotional campaigns in a retail Deal with customer queries and complaints in a retail Demonstrate products to customers in a retail Process payments for purchases in a retail Process applications for credit agreements offered in a retail Promote loyalty schemes to customers in a retail Provide a bra fitting service in a retail External Question paper(s) Observation(s) Internal Portfolio of evidence 0 û 12

13 Unit assessment methods Optional units - Group A - Level 2 (continued) VTCT unit code UV21376 UV21392 UV21409 UV21425 UV21441 UV21377 UV21402 UV21418 UV21435 Follow guidelines for planning and preparing visual merchandising displays Dress visual merchandising displays to attract customers Order and position signage and graphics for visual merchandising displays Dismantle and store props and graphics from visual merchandising displays Make props and decorate fixtures and panels for visual merchandising displays Assemble visual merchandising displays Follow point-of-sale procedures for age-restricted products in a retail Provide National Lottery products to customers Advise customers on the fixing and care of tiles External Question paper(s) Observation(s) Internal Portfolio of evidence 0 û UV21419 Cash up in a retail UV21436 UV21451 UV21378 Promote a retail store s credit card to customers in a retail Provide service to customers in a dressing room in a retail Promote food or drink products by offering samples to customers 0 û 13

14 Unit assessment methods Optional units - Group A - Level 2 (continued) VTCT unit code UV21394 UV21427 UV21443 UV21370 UV21444 UV21371 UV21452 UV21379 UV21372 UV21405 UV21430 Deliver goods from a retail to the customer s delivery address Help customers to apply for a retail store s credit card and associated insurance products Help customers to choose delicatessen products in a retail Portion delicatessen products to meet customer requirements in a retail Demonstrate make-up and skincare products to customers at a beauty counter in a retail Operate a customer record card system on a beauty counter in a retail Protect own and others health and safety when working in a retail Reduce security risks in a retail Prepare newspapers and magazines for return to merchandisers Check the accuracy of records of hours worked by staff in a retail Maintain moisture levels for crops or plants External Question paper(s) Observation(s) Internal Portfolio of evidence 0 û 0 û UV21413 Provide nutrients to crops or plants 14

15 Optional units - Group A - Level 2 (continued) VTCT unit code UV21446 UV21406 UV21396 UV21421 UV21445 Remove unwanted plant growth to maintain development Identify and report the presence of pests, diseases and disorders Merchandise plants and other relevant products Give customers a positive impression of yourself and your organisation Hand-divide, mould and shape fermented dough External Question paper(s) Observation(s) Internal Portfolio of evidence Optional units - Group B1 - Level 1 VTCT unit code UV11373 UV11383 UV11448 UV11422 UV11411 Sort donated goods for resale or recycling in a retail Maintain food safety while working with food in a retail Load orders for despatch from a retail store to customers Provide a counter and takeaway service Contribute to monitoring and maintaining ease of shopping in a retail sales area External Question paper(s) Observation(s) Internal Portfolio of evidence 15

16 Unit assessment methods Optional units - Group B2 - Level 3 VTCT unit code UV31366 UV31375 UV31391 UV31417 UV31434 UV31393 UV31410 UV31426 UV31369 UV31428 UV31412 UV31388 Audit stock levels and stock inventories in a retail Manage staff to receive goods in a retail Organise and monitor the storage of stock in a retail Maintain the availability of goods on display in a retail to promote sales Manage the payment transaction process in a retail Choose merchandise to feature in visual merchandising displays Manage the use of signage and graphics in visual merchandising displays Evaluate the effectiveness of visual merchandising displays Contribute to improving a retail organisation s visual merchandising policy Help customers to choose specialist products in a retail Produce staffing schedules to help a retail team to achieve its targets Monitor and support secure payment point use during trading hours External Question paper(s) Observation(s) Internal Portfolio of evidence 16 16

17 Unit glossary Unit glossary Description VTCT product code National Occupational Standards (NOS) Level Credit value Guided learning hours (GLH) Total qualification time (TQT) Observations Learning outcomes Evidence requirements Observation outcome Knowledge outcome Assessment criteria Range All units are allocated a unique VTCT product code for identification purposes. This code should be quoted in all queries and correspondence to VTCT. The title clearly indicates the focus of the unit. NOS describe the skills, knowledge and understanding needed to undertake a particular task or job to a nationally recognised level of competence. Level is an indication of the demand of the learning experience; the depth and/or complexity of achievement and independence in achieving the learning outcomes. This is the number of credits awarded upon successful achievement of all unit outcomes. Credit is a numerical value that represents a means of recognising, measuring, valuing and comparing achievement. The activity of a learner in being taught or instructed by - or otherwise participating in education or training under the immediate guidance or supervision of - a lecturer, supervisor, tutor or other appropriate provider of education or training. The number of hours an awarding organisation has assigned to a qualification for Guided Learning and an estimate of the number of hours a learner will reasonably be likely to spend in preparation, study, or any other form of participation in education or training. This includes assessment, which takes place as directed - but, unilke Guided Learning, not under the immediate guidance or supervision of - a lecturer, supervisor, tutor or other appropriate provider of education or training. This indicates the minimum number of observations required to achieve the unit. The learning outcomes are the most important component of the unit; they set out what is expected in terms of knowing, understanding and practical ability as a result of the learning process. Learning outcomes are the results of learning. This section provides guidelines on how evidence must be gathered. An observation outcome details the tasks that must be practically demonstrated to achieve the unit. A knowledge outcome details the theoretical requirements of a unit that must be evidenced through oral questioning, a mandatory written question paper, a portfolio of evidence or other forms of evidence. Assessment criteria set out what is required, in terms of achievement, to meet a learning outcome. The assessment criteria and learning outcomes are the components that inform the learning and assessment that should take place. Assessment criteria define the standard expected to meet learning outcomes. The range indicates what must be covered. Ranges must be practically demonstrated in parallel with the unit s observation outcomes

18 18 Notes Use this area for making notes and drawing diagrams

19 UV21454 Work effectively in a retail team The aim of this unit is to develop the knowledge, understanding and practical skills required to work effectively in a retail team. You will understand how to recognise discrimination, bullying and harassment in the workplace and learn how to improve you own work performance in a team. UV21454_v7

20 Level 2 Credit value 8 GLH 37 Observation(s) 2 External paper(s) 0

21 Work effectively in a retail team Learning outcomes On completion of this unit you will: 1. Be able to work effectively in a retail team 2. Be able to improve own work performance in a retail team 3. Understand how to recognise discrimination, bullying and harassment in own workplace Evidence requirements 1. Environment Evidence for this unit must be gathered in a workplace. 2. Achieving assessment criteria There must be valid, authentic and sufficient evidence for all assessment criteria. Holistic assessment is encouraged and one piece of evidence may be used to meet the requirements of more than one assessment criterion. 3. Simulation Simulation is not permitted for this unit. 4. Observation outcomes Competent performance of Observation outcomes must be demonstrated to your assessor on at least two occasions. Assessor observations, witness testimonies and products of work are likely to be the most appropriate sources of performance evidence. Professional discussion may be used as supplementary evidence for those criteria that do not naturally occur. 5. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. This evidence may include projects, assignments, case studies, reflective accounts, oral/written questioning and/or other forms of evidence. 6. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes in this unit. All outcomes must be achieved. 7. External paper There is no external paper requirement for this unit. UV

22 Achieving observations and range Achieving observation outcomes Your assessor will observe your performance of practical tasks. The minimum number of observations required is indicated in the evidence requirements section of this unit. Criteria may not always naturally occur during a practical observation. In such instances you will be required to produce supplementary evidence or asked questions to demonstrate your competence in this area. Your assessor will document the criteria that have been achieved through oral questioning. Guidance for tutors and assessors This unit must be carried out in line with the Skillsmart retail guidance listed below, which is available under Business and Retail in the Qualifications section of VTCT s website (www. vtct.org.uk): Retail Qualifications Assessment Principles Retail Skills Unit and Assessment Guidance Your assessor will sign off an outcome when all criteria have been competently achieved. Achieving range There is no range section that applies to this unit. 22 UV21454

23 Observations Learning outcome 1 Be able to work effectively in a retail team You can: a. Ask for help and information from colleagues when needed b. Respond to colleagues requests for help and information: when own workload allows within the limits of own responsibility in ways that attempt to maintain working relationships c. Offer help to colleagues when own workload allows and within the limits of own responsibility d. Explain how to resolve difficulties with colleagues in a polite and constructive way e. Identify the people who can provide advice if problems in working with colleagues cannot be resolved without help f. Follow the organisation s procedures for safeguarding own and others health and safety while at work *May be assessed by supplementary evidence. Observation 1 2 Optional Date achieved Criteria questioned orally Portfolio reference Assessor initials Learner signature UV

24 Developing knowledge Achieving knowledge outcomes You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below*: Projects Observed work Witness statements Audio-visual media Evidence of prior learning or attainment Written questions Oral questions Assignments Case studies Professional discussion Where applicable your assessor will integrate knowledge outcomes into practical observations through professional discussion and/or oral questioning. When a criterion has been orally questioned and achieved, your assessor will record this evidence in written form or by other appropriate means. There is no need for you to produce additional evidence as this criterion has already been achieved. Some knowledge and understanding outcomes may require you to show that you know and understand how to do something. If you have practical evidence from your own work that meets knowledge criteria, then there is no requirement for you to be questioned again on the same topic. *This is not an exhaustive list. 24 UV21454

25 Knowledge Learning outcome 2 Be able to improve own work performance in a retail team You can: Portfolio reference a. Explain the importance of being an effective learner at work b. Identify training needs to improve own work performance c. Agree own training programme, including action points and deadlines d. Explain the importance of asking for feedback on own work performance e. Request feedback on own work performance, including what is going well and what needs improving f. Evaluate own work performance against agreed training programme UV

26 Learning outcome 3 Understand how to recognise discrimination, bullying and harassment in own workplace You can: Portfolio reference a. Explain how legislation and own employer define discrimination, bullying and harassment b. Explain own employer s procedures for dealing with discrimination, bullying and harassment 26 UV21454