Process customer orders for goods in a retail environment UV21432 R/503/5662 Learner name: VRQ Learner number:
VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy, Hospitality and Catering and Sport and Active Leisure sectors, with over 45 years of experience. VTCT is an awarding body regulated by national organisations including Ofqual, SQA, DfES and CCEA. VTCT is a registered charity investing in education and skills but also giving to good causes in the area of facial disfigurement. Statement of unit achievement By signing this statement of unit achievement you are confirming that all learning outcomes, assessment criteria and range statements 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 IV signature (if sampled) Assessor tracking table All assessors using this Record of Assessment book must complete this table. This is required for verification purposes. Assessor name Assessor signature Assessors initials Assessor number (optional)
UV21432 Process customer orders for goods in a retail environment The aim of this unit is to develop your occupational competence to process customer orders in a retail environment. UV21432_v8
Level 2 Credit value 3 GLH 19 Observation(s) 2 External paper(s) 0
Process customer orders for goods in a retail environment Learning outcomes On completion of this unit you will: 1. Be able to find out what customers want to order 2. Be able to check the availability of the goods customers want to order 3. Be able to process orders for customers 4. Understand the importance of customer service in relation to processing customers orders 5. Understand the correct use of customer information in relation to processing customers orders 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. UV21432 3
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. 4 UV21432
Observations Learning outcome 1 Be able to find out what customers want to order You can: a. Ask questions to clarify customers requirements b. Use product information to help customers who are unsure which products will best meet their requirements *May be assessed by supplementary evidence. Observation 1 2 Optional Date achieved Criteria questioned orally Portfolio reference Assessor initials Learner signature UV21432 5
Learning outcome 2 Be able to check the availability of the goods customers want to order You can: a. Check the availability of goods and the terms and conditions of supply b. Offer alternative options to customers if the required goods are not currently in stock *May be assessed by supplementary evidence. Observation 1 2 Optional Date achieved Criteria questioned orally Portfolio reference Assessor initials Learner signature 6 UV21432
Learning outcome 3 Be able to process orders for customers You can: a. Check customer identity and credit status in accordance with legal and organisational procedures b. Prepare accurate and complete orders using the organisation s required format c. Communicate orders to those responsible for fulfilling them in line with organisational procedures d. Maintain the requisite level of confidentiality when storing, using and sharing customer information *May be assessed by supplementary evidence. Observation 1 2 Optional Date achieved Criteria questioned orally Portfolio reference Assessor initials Learner signature UV21432 7
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. 8 UV21432
Knowledge Learning outcome 2 Be able to check the availability of the goods customers want to order You can: Portfolio reference c. Describe the available sources of supply UV21432 9
Learning outcome 4 Understand the importance of customer service in relation to processing customers orders You can: Portfolio reference a. Explain the importance of giving customers clear, accurate and complete information about the terms of supply b. Explain the importance of keeping customers informed of the progress of their orders 10 UV21432
Learning outcome 5 Understand the correct use of customer information in relation to processing customers orders You can: Portfolio reference a. Describe the information that must be obtained from customers when they place orders b. Explain why information is needed from customers when they place orders, including any information that is required by law c. Outline the legal and organisational requirements relating to customer confidentiality d. Explain the consequences of not keeping customer information confidential UV21432 11
Notes Use this area for making notes and drawing diagrams 12 UV21432