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Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961 1

Syllabus for Syllabus for Syllabus for Syllabus for Senior Sales PersonSenior Sales PersonSenior Sales PersonSenior Sales Person (Retail)(Retail)(Retail)(Retail) Under the Apprentice Act 1961Under the Apprentice Act 1961Under the Apprentice Act 1961Under the Apprentice Act 1961

General InformationGeneral InformationGeneral InformationGeneral Information

1. Name of the trade : Senior Sales Person (Retail)Senior Sales Person (Retail)Senior Sales Person (Retail)Senior Sales Person (Retail)

2. N.C.O. Code No. : : : : 5220.15, 5220.35

3. Educational Qualification : Passed 10th class examination under 10+2

system of education or its equivalent.

4. Duration of Training : One year ( including 03 months Basic

Training)

5. Rebate for Apprenticeship Training : Rebate of 6 Months for Apprentices

passing Sales Person (Retail) course under ATS Scheme

6. Ratio of Apprentice to Worker : 1:6


Infrastructure RequirementsInfrastructure RequirementsInfrastructure RequirementsInfrastructure Requirements

Number of Students per class : 25

Ideal Size of Class Room : 300 Sqft

Ideal Class Room Dimension : 20/15 Ft

Ideal Size of Practical Room : 400 Sqft

Ideal Practical Dimension : 25/16 Ft

Equipments/Tools Required for Class RoomEquipments/Tools Required for Class RoomEquipments/Tools Required for Class RoomEquipments/Tools Required for Class Room

Computer : 1

LCD Projector : 1

Projection Screen : 1 (minimum dimension 8/6) Ft

White/Black Boards : 6/4 Ft

Flip Chart Holder : 2 Nos


Equipments/Tools Required for Practical RoomEquipments/Tools Required for Practical RoomEquipments/Tools Required for Practical RoomEquipments/Tools Required for Practical Room

Shelves for Stacking Products : 4

Shopping Cart : 2

Signage Board : 6

Offer Signages : 1

End Cap : 1

Table (POS) : 1

Chair (POS) : 1

Poster (POS) : 1

Card Swiping Machine : 1

Computer (Till) : 1

Mannequins : 2

Gondolas : 2

Display Photographs Of Different Types


Of Products Categories :10 Each

10 different danglers :10 Each

Display Photographs Of Focal Points : 1 Each

Photographs Of Different Financial

Instruments : 1 Each

Types Of Cards, Coupons And Vouchers : 1 Each

Credit Notes : 1 Each

Notes Of Different Denominations : 1 Each (Color Photo Copies)

Carry bags : 1 Each of different dimensions

Neck-Locks For Carry Bags : 1

Physical Bill Copy : 1

Photographs Of Stacked Notes : 1


Syllabus for Apprentice Training Syllabus for Apprentice Training Syllabus for Apprentice Training Syllabus for Apprentice Training Under the Apprentice Act 1961Under the Apprentice Act 1961Under the Apprentice Act 1961Under the Apprentice Act 1961

WeekWeekWeekWeek Class Room TrainingClass Room TrainingClass Room TrainingClass Room Training Field WorkField WorkField WorkField Work

TheoryTheoryTheoryTheory PracticalPracticalPracticalPractical 1 OrientaOrientaOrientaOrientation to Retailtion to Retailtion to Retailtion to Retail

• Familiarization with the day to day

activity of the store associate in the store

• Importance of Customer orientation while interacting with customer at

the store

Orientation to ProductsOrientation to ProductsOrientation to ProductsOrientation to Products

• Familiarization with various Categories & Products available in a

Retail Store

Safe Working EnvironmentSafe Working EnvironmentSafe Working EnvironmentSafe Working Environment • Importance of store safety and

security o First Aid, Fire safety &

• Identifying Categories & Products available in a Retail

Store in a simulated environment

• Identify Security Equipments

• Demonstrate food safety practice in a simulated

• Store Walk & Observation • Presentation on Observations

made

• Store Walk & Observation

• Presentation on Observation



TheoryTheoryTheoryTheory PracticalPracticalPracticalPractical Evacuation Procedures

o Ambulance, Fire, Local Police

Station contact numbers

• Familiarization of Scanning and other security systems and

procedures used in the store

• Introduction to the retail food safety practices

o Apply personal hygiene, sanitation & House keeping

o Identify food safety plan/program

o Handle product hygienically o Clean work area and

equipment

o Monitor food safety o Contribute to continuous

improvement

Social StudiesSocial StudiesSocial StudiesSocial Studies

environment



TheoryTheoryTheoryTheory PracticalPracticalPracticalPractical

2 Customer RelationsCustomer RelationsCustomer RelationsCustomer Relations • Basics of Consumer Behaviour

• The 5As* Concept • Profiling the Retail Market

• Customer Relations

• Dynamics of Customers • Build relationships with customers

Loss PreventionLoss PreventionLoss PreventionLoss Prevention

• Personal hygiene and sanitation • Handling product hygienically

• Cleaning work area and equipment

Speak WellSpeak WellSpeak WellSpeak Well • Importance of Personality

Development in Career Growth • Introduction to Communication &

English Speaking

MerchandisiMerchandisiMerchandisiMerchandising & Visual Merchandisingng & Visual Merchandisingng & Visual Merchandisingng & Visual Merchandising

• Introduction to Merchandising • Introduction to Visual Merchandising

• Demonstrate Smile, Wish,

Greeting & Appreciating customers in a simulated

environment

• Cleaning work area in a simulated work environment

• Demonstrate Customer

Interaction in a simulated environment

• Identifying different types of VM • Demonstrate VM in a simulated

environment

• Observing Good Practices in the

market • Presentation on Observation

• Store Walk & Observation • Presentation on Observation s

made





3 Visual MerchandisingVisual MerchandisingVisual MerchandisingVisual Merchandising • Retail visual illustrations

• Visual merchandising support structures

• Props

• Display • Merchandising and category

presentation

InventoryInventoryInventoryInventory

Stock control • Receiving & Processing incoming

goods

WinningWinningWinningWinning AttitudeAttitudeAttitudeAttitude • Attitude Awareness

SpeakWellSpeakWellSpeakWellSpeakWell

• Personality Development

• Produce retail visual

illustrations • Manufacture visual

merchandising support

structures • Design, construct and maintain

props • Create a display

• Demonstrate merchandising and category presentation skills



• Presentation on Observation s made


• Presentation on Observations made



TheoryTheoryTheoryTheory PracticalPracticalPracticalPractical • Communicate with Customers

• English Speaking


Interaction in a simulated

environment

4 Selling SkillsSelling SkillsSelling SkillsSelling Skills • Basics of Selling

• Basics of Sales Inventory • Suggestive Selling

o Importance of Identifying

customer needs o Probing to identify customer

needs o Suggest product/service as per

customer requirement

Basics of ComputerBasics of ComputerBasics of ComputerBasics of Computer

• Evolution of computers • Understanding the Hardware

Operating & Maintaining Retail Operating & Maintaining Retail Operating & Maintaining Retail Operating & Maintaining Retail EquipmentEquipmentEquipmentEquipment

• Equipment used in store

• Operating equipments according to design specifications

• Identifying & reporting Equipment

• Demonstrate selling skills in a

simulated environment

• Identifying different

equipments used in store/department

• Operating retail equipment







TheoryTheoryTheoryTheory PracticalPracticalPracticalPractical faults

SpeakWellSpeakWellSpeakWellSpeakWell • Personality Development

• Communicate to Customers • English Speaking


according to design

specifications



5 Selling SkillsSelling SkillsSelling SkillsSelling Skills • Selling high-end Products

• Handling complex sale-situations • Dynamics of Sales and Service

Delivery

Basics of ComputerBasics of ComputerBasics of ComputerBasics of Computer • Introduction to computer peripherals

• Computer peripherals used in a

Retail outlet

• Demonstrate High-end product

selling skills in a simulated environment

• Demonstrate skills in handling complex sale situations in a


• Identifying computer

peripherals

• Identifying Computer peripherals used in a Retail

outlet






InventoryInventoryInventoryInventory • Receiving and checking stock

• Discrepancy in / tampering of seal • Transfer Out

• Unloading stock


• Personality Development • Communicate to Customers

• English Speaking


• Checking the lock or seal and

tallying stock • Handling discrepancies found in

the seals • Tallying Transfer Out

• Demonstrate Customer Interaction in a simulated

environment




6 Retail EquipmentRetail EquipmentRetail EquipmentRetail Equipment • Basics of equipments used in

store/department • Types (POS & Non-POS)

o Labelling, Bar-code reader,

Computer, Printers & Currency Counter equipments

Basics of ComputerBasics of ComputerBasics of ComputerBasics of Computer

• Operating MS Office tools • Introduction to Internet explorer

InventoryInventoryInventoryInventory • Handling discrepancy found in stock

• Unloading stock • Handling the unloaded stocks




• Identifying the equipments

• Identifying POS & Non-POS

equipments

• Preparing reports • Preparing a presentation

• Browsing the net







TheoryTheoryTheoryTheory PracticalPracticalPracticalPractical SSSSocial Studiesocial Studiesocial Studiesocial Studies

7 Retail Equipment Retail Equipment Retail Equipment Retail Equipment ---- Procedures & Procedures & Procedures & Procedures & OperationOperationOperationOperation

• Point of Sale Handling Procedures • Non-POS Retail Equipment

• POS Equipment

• Stacking Norms


• Personal hygiene and sanitation • Food safety plan/program

• Monitoring food safety • Safe working practices

• Food safety practices




• Demonstrate Point of Sale Handling Procedures in a


• Operate Non-POS Retail Equipment

• Operate POS Equipment




made


made



TheoryTheoryTheoryTheory PracticalPracticalPracticalPractical Social StudiesSocial StudiesSocial StudiesSocial Studies

8 Retail Sales 'Key PerfoRetail Sales 'Key PerfoRetail Sales 'Key PerfoRetail Sales 'Key Performance rmance rmance rmance Indicators'Indicators'Indicators'Indicators'

• Retail Sales 'Key Performance Indicators'

• Retail Sales Financial Responsibilities

Clerical / AdminClerical / AdminClerical / AdminClerical / Admin

• Apply key board skills • Operating data entry equipment


• Apply routine store security • Minimize theft

SpeakWellSpeakWellSpeakWellSpeakWell • Personality Development



• Demonstrate keyboard skills in a simulated environment




made




9 Managing Till Managing Till Managing Till Managing Till • Billing

• Processing Modes of Payment • Handling Cash

• Bagging

• Queue Management

Managing Store PerformanceManaging Store PerformanceManaging Store PerformanceManaging Store Performance • MIS System

• Communication System • Contingency Planning

• Monthly Reviews • Store Audit

InventoryInventoryInventoryInventory

• Documenting unloading • Documenting & Loading stock

returns in the van • Dispatching empty tubs and cartons

to the distribution center

• Completing documentation

• Managing a simulated till

• Conducting team reviews in a



made




10 Advanced Sales ProcessAdvanced Sales ProcessAdvanced Sales ProcessAdvanced Sales Process • Preventing Objection

• Objection Handling o Advanced Probing Skills

• Handling Low Reactors

• Managing Sales MIS

InventoryInventoryInventoryInventory • Stock rotation procedures for

merchandise • Wrapping and packing materials

• Handling Excess stock • Safe lifting and carrying techniques

Interpersonal CommunicationInterpersonal CommunicationInterpersonal CommunicationInterpersonal Communication • Written Communication

• Handling Telephone • Resume Writing

• Handling Interviews

• Presentation

• Role Plays in simulated

environment

• Demonstrating safe lifting &

carrying techniques

• Handling Customer Call in a

simulated environment • Preparing & Making business

presentations






11 CoachingCoachingCoachingCoaching • Orientation to Coaching

• Process of Habit formation • Climate setting

• Objective observation

• Feedback • Development Plan

• Reviewing Coachee

InventoryInventoryInventoryInventory • Storing goods unfit for sale

• Avoiding return of damaged stock onto the shelves

• Ensuring returns are scheduled and categorized by Damaged, Excess

and Expiry • Packing safely and securely to avoid

damage in transit. • Ensuring food and non Food stocks

are sent in separate crates

• Loading goods in the van as per schedule along with the necessary

documents.

• Coaching in a simulated

environment

• Handling goods dispatch in a






TheoryTheoryTheoryTheory PracticalPracticalPracticalPractical • Ensuring that the document is

cleared by the security and signed

by the supervisor

12 Interpersonal CommunicationInterpersonal CommunicationInterpersonal CommunicationInterpersonal Communication • Conflict Resolution

• Impact of self image on performance • Handling Job pressure

InventoryInventoryInventoryInventory • Reordering stock


• Identifying & rectifying Hygiene and sanitation problems/situations,

including potential sources of food contamination

• Identifying , reporting & rectifying Conditions which promote microbial

growth

Service Recovery Service Recovery Service Recovery Service Recovery • Importance of Service Recovery

• Different Service Recovery

Situations • Taking Supervisors Help


made


made


made




Syllabus for Shop Floor Training

Month Month Month Month ---- 1111

Functional AreaFunctional AreaFunctional AreaFunctional Area Unit of CompetencyUnit of CompetencyUnit of CompetencyUnit of Competency Elements of CompetencyElements of CompetencyElements of CompetencyElements of Competency

Customer Service Communicate in workplace

Establish contact with the custEstablish contact with the custEstablish contact with the custEstablish contact with the customeromeromeromer • Acknowledging & Wishing the customer

• Treating customer with respect • Attending Customers immediately.

Work in a teamWork in a teamWork in a teamWork in a team • Demonstrating Courteous and helpful manner at all times.

• Assisting or provide support to other team members when difficulties arise.

• Identifying lines of communication with supervisors and peers according to store policy.

Follow routine instructionsFollow routine instructionsFollow routine instructionsFollow routine instructions

• Receive Instructions and act upon.

Interact with customers Deliver service to customersDeliver service to customersDeliver service to customersDeliver service to customers


• Communicating with customers in a professional, courteous

manner, according to store policy. • Farewell/Thank Customer appropriately and courteously

according to store policy. • Seeking Supervisor’s help

• Guiding Customer to locate product

Merchandising Merchandise products Place, arrange and display pPlace, arrange and display pPlace, arrange and display pPlace, arrange and display price tickets and labelsrice tickets and labelsrice tickets and labelsrice tickets and labels • Keeping display areas clean and tidy.

• Managing old & new shelf edge labels

Prepare display labels/ticketsPrepare display labels/ticketsPrepare display labels/ticketsPrepare display labels/tickets • Preparing Labels/tickets for window, wall or floor displays

Clean work areaClean work areaClean work areaClean work area Reporting Spills, food waste, or other potential hazards to

appropriate personnel and taking corrective action

Perform routine

housekeeping duties

Organize work areaOrganize work areaOrganize work areaOrganize work area

• Carrying out all routines safely, effectively and efficiently • Placing items in designated areas.

Loss Prevention Apply retail food safety Apply personal hygiene and sanitationApply personal hygiene and sanitationApply personal hygiene and sanitationApply personal hygiene and sanitation


practices • Maintaining Personal Presentation

• Moving within and outside workplace • Identifying & practicing hygiene

Month Month Month Month –––– 2222

Functional Functional Functional Functional

AreaAreaAreaArea

Unit of Unit of Unit of Unit of

CompetencyCompetencyCompetencyCompetency

Elements of CompetencyElements of CompetencyElements of CompetencyElements of Competency

Customer Service

Communicate in workplace

Establish contact with the customerEstablish contact with the customerEstablish contact with the customerEstablish contact with the customer • Taking permission from the customer to attend the customer

Follow routine instructionsFollow routine instructionsFollow routine instructionsFollow routine instructions • Using Effective Questioning Technique to elicit information.

Interact with

customers

Deliver serviDeliver serviDeliver serviDeliver service to customersce to customersce to customersce to customers

• Demonstrating STUC principle (Show That You Care)

Respond to customer complaintsRespond to customer complaintsRespond to customer complaintsRespond to customer complaints • Demonstrating positive and helpful attitude while attending to customer

complaints. • Handling Irate Customer


Identify customer’s special requirementsIdentify customer’s special requirementsIdentify customer’s special requirementsIdentify customer’s special requirements • Handling situation when the customer accidentally breaks any product

• Satisfying customer with effective and corrective action

Merchandising Merchandise

products

Place, arrange and display price tickets and labelsPlace, arrange and display price tickets and labelsPlace, arrange and display price tickets and labelsPlace, arrange and display price tickets and labels

• Constructing & dismantling special promotion areas • Avoiding changes in Merchandising Planogram during the stacking process.

Place and arrange merchandisePlace and arrange merchandisePlace and arrange merchandisePlace and arrange merchandise • Auditing stock carefully before stacking

• Stacking the stocks received on the shelves • Removing the old crates off the shelves

• Removing the un-saleable products • Handling extra crates

• Managing stacking timelines

• Stacking on the shop floor • Maintaining face-ups

Prepare display labels/ticketsPrepare display labels/ticketsPrepare display labels/ticketsPrepare display labels/tickets

• Preparing Tickets using electronic equipment or by hand • Maintaining & using Electronic Ticketing Equipment


Perform

routine housekeeping

duties


• Maintaining work area in a safe, uncluttered and organized manner.

Clean Work AreaClean Work AreaClean Work AreaClean Work Area

• Applying Store Policies and Procedures for cleaning of work area. •

Dispatch goodsDispatch goodsDispatch goodsDispatch goods

• Storing goods unfit for sale • Avoiding return of damaged stock onto the shelves

Loss

Prevention

Apply retail

food safety

practices

Clean work area and equipmentClean work area and equipmentClean work area and equipmentClean work area and equipment

• Identifying cleaning requirements for work areas

• Reporting maintenance requirements/problems

Identify food safety plaIdentify food safety plaIdentify food safety plaIdentify food safety plan/programn/programn/programn/program • Identifying & interpreting Store food safety plan/program

Inventory Perform stock

control

procedures

Receive and process incoming goodsReceive and process incoming goodsReceive and process incoming goodsReceive and process incoming goods

• Checking the lock or seal and tallying the number on the plastic seal with number in register

• Informing discrepancy/tampering found in the seals to supervisor and updating MIS


Rotate stockRotate stockRotate stockRotate stock • Stock rotation procedures for merchandise, wrapping and packing materials

Reorder stockReorder stockReorder stockReorder stock

• Identify minimum stock levels and reordering quantity • Identifying required quantity for the next day

Month Month Month Month –––– 3333


AreaAreaAreaArea




Customer Service


Work in a teamWork in a teamWork in a teamWork in a team • Actioning upon Constructive Feedback

• Probe to minimize misunderstandings. • Participating in team problem solving

Follow routine instructionsFollow routine instructionsFollow routine instructionsFollow routine instructions

• Assess Store Information relevant to the particular task, comprehend and act upon.

• Plan and organize Daily Work Routine

Interact with

customers

Deliver service to customersDeliver service to customersDeliver service to customersDeliver service to customers

• Follow-up with customer to solve issues

ResponResponResponRespond to customer complaintsd to customer complaintsd to customer complaintsd to customer complaints • Listening to the customer patiently

• Apologizing for inconvenience caused • Handling returns

Merchandising Merchandise products

Place, arrange and display price tickets and labelsPlace, arrange and display price tickets and labelsPlace, arrange and display price tickets and labelsPlace, arrange and display price tickets and labels • Dispatching damaged or expired stock to the DC


• Dispatching food and non food stocks

• Place and arrange merchandisePlace and arrange merchandisePlace and arrange merchandisePlace and arrange merchandise

• Unpacking Merchandise in accordance with store procedures. • Moving arrived stocks to respective aisles

• Ticketing 'Supplies out of Stock' • Ensuring that the floor is not cluttered with cartons / crates / gunny bags

• Assessing the saleability of misplaced items • Displaying SKUs on the shelf with shelf edge tickets

• Ensuring that tickets/labels are visible and correctly placed on merchandise. • Displaying promotional items correctly with correct markdowns and POS

materials

Perform


duties


• Disposing Waste • Displaying Signage in unsafe areas.

• Maintaining & stating Equipment and consumables


control procedures


• Ensuring returns are scheduled and categorized as Damaged, Excess and Expiry

• Packing safely and securely to avoid damage in transit. Receive and process incoming goodsReceive and process incoming goodsReceive and process incoming goodsReceive and process incoming goods

• Tallying Transfer Out, Stock Transfer Documents numbers • Unloading the stocks

• Handling discrepancy found in number of Cartons, Crates, Jute Bags and Oil Cans

• Ensures that stocks are unloaded carefully without any damage. • Handling the unloaded stocks

• Maintaining cleanliness and orderliness in receiving bay


• Unloading, auditing & stacking Dairy/Frozen stocks

• Documenting unloading • Documenting & loading stock returns in the van

• Dispatching empty tubs and cartons to the DC • Locking & sealing the van and completing documentation

Loss

Prevention

Apply retail

food safety practices

Apply personal hygiene and sanitatiApply personal hygiene and sanitatiApply personal hygiene and sanitatiApply personal hygiene and sanitationononon

• Maintaining and using protective clothing and equipment Handle product hygienicallyHandle product hygienicallyHandle product hygienicallyHandle product hygienically

• Identifying & practicing product handling practices • Protecting products from contamination

• Handling different food products

Apply safe working

practices

Identify food safety plan/program • Implementing food safety plan/program

Monitor food safetyMonitor food safetyMonitor food safetyMonitor food safety

• Monitoring and controlling food safety. • Recording Food safety information, including equipment breakdowns

Minimize

theft

Apply routine store securityApply routine store securityApply routine store securityApply routine store security

• Handling the suspected thief situation • Handling women suspects

• Handling old people, kids and mentally challenged people involved in the pilferage

• Handling break-in situations

Clerical /

Admin

Operate retail

equipment

Maintain retail equipmentMaintain retail equipmentMaintain retail equipmentMaintain retail equipment

• Purpose of equipment used in store/department identified accurately. • Equipment operated according to design specifications.


• Identifying & reporting Equipment faults

• Maintaining retail equipment

Selling Assist the

customers in buying

Query ResolutionQuery ResolutionQuery ResolutionQuery Resolution

• Answering customer questions on merchandise • Seeking supervisor/senior's help to provide information to customer

Approach customerApproach customerApproach customerApproach customer

Determining and applying timing of customer approach.

Month Month Month Month ---- 4444


AreaAreaAreaArea




Customer Service


Usage numbers in workplaceUsage numbers in workplaceUsage numbers in workplaceUsage numbers in workplace • Identifying range of possible numerical problems

• Calculating Numerical data

Interact with

customers

Identify customer’s special requirementsIdentify customer’s special requirementsIdentify customer’s special requirementsIdentify customer’s special requirements

• Thanking the customer for his patience and support • Handling drunken/misbehaving customer

Merchandising Perform routine

housekeeping duties

Clean Work AreaClean Work AreaClean Work AreaClean Work Area • Using & maintaining equipments


control procedures

Rotate stockRotate stockRotate stockRotate stock

• Handling Excess Stock • Safe lifting and carrying techniques

Participate in stock takingParticipate in stock takingParticipate in stock takingParticipate in stock taking

• Stocktaking and cyclical counting according to store policy/procedures.



• Ensuring food and non-food stocks are sent in separate crates • Ensuring all stock returns are loaded in the van as per schedule along with

the necessary documents.

Loss Prevention

Apply retail food safety

practices

Clean work area and equipmentClean work area and equipmentClean work area and equipmentClean work area and equipment • Identifying handling and storage requirements for cleaning chemicals

• Cleaning equipments externally and internally • Cleaning tools, consumables and equipment for a variety of applications

Clerical /

Admin

Operate retail

equipment

Apply keyboard skillsApply keyboard skillsApply keyboard skillsApply keyboard skills

• Typing techniques for keyboard operations • Entering and editing information accurately.

MIS Management

Managing MIS forManaging MIS forManaging MIS forManaging MIS for • Customer service

• Merchandising • Customer Service

• Merchandising

Managing Till

Operating

Procedures

• Demonstrate starting-the-day procedures

• Tallying the cash • Charge the till

• Demonstrate day-end procedures

Administration Managing Managing MIS for


MIS • Sales performance

Month - 5 Functional Area Unit of Competency Elements of Competency Customer Service Communicate in

workplace Establish contact with the customerEstablish contact with the customerEstablish contact with the customerEstablish contact with the customer

• Attending Customers immediately. • Taking permission from the customer to attend the customer


• Thanking the customer for his patience and support • Handling drunken/misbehaving customer

Work in a teamWork in a teamWork in a teamWork in a team

• Actioning upon Constructive Feedback • Probe to minimize misunderstandings.

• Participating in team problem solving

Deliver service to customersDeliver service to customersDeliver service to customersDeliver service to customers • Demonstrating STUC principle (Show That You Care)

Interact with

customers Deliver service to customersDeliver service to customersDeliver service to customersDeliver service to customers

• Actioning upon Constructive Feedback


• Probe to minimize misunderstandings.


products Place, arrange and display price tickets and labelsPlace, arrange and display price tickets and labelsPlace, arrange and display price tickets and labelsPlace, arrange and display price tickets and labels

• Managing old & new shelf edge labels


• Preparing Labels/tickets for window, wall or floor displays

Place and arrange merchandisePlace and arrange merchandisePlace and arrange merchandisePlace and arrange merchandise

• Removing damaged or expired stock while stacking • Managing space between the shelves for air space

Perform routine

housekeeping duties


• Carrying out all routines safely, effectively and efficiently • Placing items in designated areas.

Loss Prevention Apply retail food safety practices

Apply personal hygiene and sanitationApply personal hygiene and sanitationApply personal hygiene and sanitationApply personal hygiene and sanitation • Maintaining Personal Presentation

• Moving within and outside workplace • Identifying & practicing hygiene

Clean work area and equipmentClean work area and equipmentClean work area and equipmentClean work area and equipment

• Identifying cleaning requirements for work areas • Reporting maintenance requirements/problems

Identify food safety plan/prograIdentify food safety plan/prograIdentify food safety plan/prograIdentify food safety plan/programmmm • Identifying & interpreting Store food safety plan/program


Minimize theft Apply routine store securityApply routine store securityApply routine store securityApply routine store security • Handling the suspected thief situation

• Handling women suspects • Handling old people, kids and mentally challenged people

involved in the pilferage

• Handling break-in situations

Month - 6 Functional Area Unit of

Competency Elements of Competency

Customer

Service

Interact with

customers

Respond to customer complaintsRespond to customer complaintsRespond to customer complaintsRespond to customer complaints

• Demonstrating positive and helpful attitude while attending to customer complaints.

• Handling Irate Customer


• Handling situation when the customer accidentally breaks any product • Satisfying customer with effective and corrective action

Merchandising Merchandise products

Place and arrange merchandPlace and arrange merchandPlace and arrange merchandPlace and arrange merchandiseiseiseise • Unpacking Merchandise in accordance with store procedures.

• Moving arrived stocks to respective aisles • Ticketing 'Supplies out of Stock'

• Ensuring that the floor is not cluttered with cartons / crates / gunny bags • Assessing the saleability of misplaced items

• Displaying SKUs on the shelf with shelf edge tickets


• Ensuring that tickets/labels are visible and correctly placed on merchandise.

• Displaying promotional items correctly with correct markdowns and POS materials

Minimize

theft

Apply routine storeApply routine storeApply routine storeApply routine store securitysecuritysecuritysecurity

• Storing & securing products • Surveillance of merchandise maintained according to store policy and

legislative requirements. • Checking the suspect's bag

• Securing cash, cash register and keys Prepare display labels/ticketsPrepare display labels/ticketsPrepare display labels/ticketsPrepare display labels/tickets

• Preparing Tickets using electronic equipment or by hand • Maintaining & using Electronic Ticketing Equipment

Perform


duties


• Applying Store Policies and Procedures for cleaning of work area.

Dispatch goodsDispatch goodsDispatch goodsDispatch goods • Storing goods unfit for sale

• Avoiding return of damaged stock onto the shelves

Organize work areaOrganize work areaOrganize work areaOrganize work area • Maintaining work area in a safe, uncluttered and organized manner.

Inventory Perform stock Rotate stockRotate stockRotate stockRotate stock


control

procedures

• Stock rotation procedures for merchandise, wrapping and packing materials


• Identify minimum stock levels and reordering quantity • Identifying required quantity for the next day

Receive and process incoming goodsReceive and process incoming goodsReceive and process incoming goodsReceive and process incoming goods

• Checking the lock or seal and tallying the number on the plastic seal with number in register

• Informing discrepancy/tampering found in the seals to supervisor and

updating MIS

Loss

Prevention Apply retail

food safety practices

Apply personal hygiene and sanitationApply personal hygiene and sanitationApply personal hygiene and sanitationApply personal hygiene and sanitation

• Maintaining and using protective clothing and equipment

Handle product hygienicallyHandle product hygienicallyHandle product hygienicallyHandle product hygienically • Identifying & practicing product handling practices

• Protecting products from contamination

• Handling different food products

Clerical /

Admin Operate retail

equipment Maintain retail equipmentMaintain retail equipmentMaintain retail equipmentMaintain retail equipment

• Purpose of equipment used in store/department identified accurately. • Equipment operated according to design specifications.

• Identifying & reporting Equipment faults • Maintaining retail equipment

Managing Till Operating • Demonstrate starting-the-day procedures


Procedures • Tallying the cash

• Charge the till • Demonstrate day-end procedures

Administration

Managing MIS

Managing MIS forManaging MIS forManaging MIS forManaging MIS for • Sales performance



Customer

Service Communicate

in workplace Work in a teamWork in a teamWork in a teamWork in a team

• Participating in team problem solving

Interact with

customers Deliver service to customersDeliver service to customersDeliver service to customersDeliver service to customers

• Follow-up with customer to solve issues

Respond to customer complaintsRespond to customer complaintsRespond to customer complaintsRespond to customer complaints

• Listening to the customer patiently • Apologizing for inconvenience caused

• Handling returns

Selling Assist the

customers in buying

Query ResolutionQuery ResolutionQuery ResolutionQuery Resolution

• Answering customer questions on merchandise • Seeking supervisor/senior's help to provide information to customer

Approach customerApproach customerApproach customerApproach customer


• Determining and applying timing of customer approach.

Assist the

customers in buying

Apply product Apply product Apply product Apply product knowledgeknowledgeknowledgeknowledge

• Demonstrating the use and application of relevant products /services • Demonstrating product knowledge


control procedures


• Ensuring returns are scheduled and categorized as Damaged, Excess and Expiry

• Packing safely and securely to avoid damage in transit.

Receive and process incoming goodsReceive and process incoming goodsReceive and process incoming goodsReceive and process incoming goods • Tallying Transfer Out, Stock Transfer Documents numbers

• Unloading the stocks • Handling discrepancy found in number of Cartons, Crates, Jute Bags and Oil

Cans

• Ensures that stocks are unloaded carefully without any damage. • Handling the unloaded stocks

• Maintaining cleanliness and orderliness in receiving bay • Unloading, auditing & stacking Dairy/Frozen stocks

• Documenting unloading • Documenting & loading stock returns in the van

• Dispatching empty tubs and cartons to the DC • Locking & sealing the van and completing documentation


Rotate stockRotate stockRotate stockRotate stock

• Handling Excess Stock • Safe lifting and carrying techniques


• Stocktaking and cyclical counting according to store policy/procedures.


• Ensuring food and non-food stocks are sent in separate crates • Ensuring all stock returns are loaded in the van as per schedule along with

the necessary documents.

Loss

Prevention Apply safe

working practices

IdentiIdentiIdentiIdentify food safety plan/programfy food safety plan/programfy food safety plan/programfy food safety plan/program

• Implementing food safety plan/program

Monitor food safetyMonitor food safetyMonitor food safetyMonitor food safety

• Monitoring and controlling food safety. • Recording Food safety information, including equipment breakdowns

Observe basic safety proceduresObserve basic safety proceduresObserve basic safety proceduresObserve basic safety procedures • Maintaining safe working environment

• Reporting of the observed work related incidents and accidents to designated personnel.

Observe basic safety proceduresObserve basic safety proceduresObserve basic safety proceduresObserve basic safety procedures

• Identifying safety alarms


• Demonstrating and following consultative processes for occupational health

and safety • Demonstrating fire and emergency procedures

Clerical /

Admin Operate retail

equipment Managing MIS forManaging MIS forManaging MIS forManaging MIS for

• Customer service • Merchandising

• Customer Service • Merchandising

Apply keyboard skillsApply keyboard skillsApply keyboard skillsApply keyboard skills • Typing techniques for keyboard operations.

• Entering and editing information accurately.

Operate data entry equipmentOperate data entry equipmentOperate data entry equipmentOperate data entry equipment • Handling price marking equipment

• Data entry

Operate data entry equipmentOperate data entry equipmentOperate data entry equipmentOperate data entry equipment • Using relevant equipment to enter data

Managing Till Billing • Scanning the bar codes


• Handling non-coded items

• Handling bill corrections

Processing

Modes of Payment

• Handling Cash

• Handling Credit Cards • Handling Debit Card



Customer

Service Communicate

in workplace Usage numbers in workplaceUsage numbers in workplaceUsage numbers in workplaceUsage numbers in workplace

• Identifying range of possible numerical problems • Calculating Numerical data

Interact with

customers Identify customer’s special requirementsIdentify customer’s special requirementsIdentify customer’s special requirementsIdentify customer’s special requirements • Thanking the customer for his patience and support

• Handling drunken/misbehaving customer

Merchandising Perform


duties


• Identifying and taking corrective action on soiled, damaged, illegible or incorrect labels/tickets.

Dispatch goodsDispatch goodsDispatch goodsDispatch goods • Ensuring that all stock returns are filed in Goods Returned to DC form.

• Ensuring that the document is cleared by the security and signed by supervisor



control procedures


• Documenting stock records • Reporting discrepancies in stock

• Operating and maintaining electronic recording equipment Reorder stockReorder stockReorder stockReorder stock

• Filling the ISQ (Indent Suggested Quantity) sheet accurately

• Ensuring that Direct Store Deliver items if any also forms a part of the ISQ Sheet

Loss Prevention

Apply safe working

practices

Observe basic safety proceduresObserve basic safety proceduresObserve basic safety proceduresObserve basic safety procedures • Identifying & rectifying hygiene and sanitation problems/situations, including

potential sources of food contamination • Identifying , reporting & rectifying conditions which promote microbial growth

Clerical /

Admin Banking Basic Banking FunctionsBasic Banking FunctionsBasic Banking FunctionsBasic Banking Functions

• Bank Pay-in Slip Entry • Cash Deposits

• Cheque Deposit

MIS

Management

• Inventory

Managing Till Processing Modes of

Payment

• Charging Loyalty Cards

Administration Managing

MIS

Managing MIS for Till onManaging MIS for Till onManaging MIS for Till onManaging MIS for Till on

• Cash & other instruments • Float Cash

• Cash Reconciliation


• Imprest Cash

•

Review

Meetings

ConConConConducting Team reviewsducting Team reviewsducting Team reviewsducting Team reviews

• Reviewing sales performance

• Providing development plans • Reviewing action taken on development plans




products

Coaching staffCoaching staffCoaching staffCoaching staff

• Observes objectively and takes notes • Gives feedback when coachee is not engaged

• Volunteers help for the coachee whenever required • Demonstrates skills

• Conducts drill & practice when the coachee is not engaged


control procedures


• Ensuring that the sheet is compiled and given to designated supervisor before the indenting time

Coaching staffCoaching staffCoaching staffCoaching staff • Observes objectively and takes notes

• Gives feedback when coachee is not engaged • Volunteers help for the coachee whenever required

• Demonstrates skills • Conducts drill & practice when the coachee is not engaged


Clerical /

Admin

Operate retail

equipment

Coaching staffCoaching staffCoaching staffCoaching staff

• Observes objectively and takes notes • Gives feedback when coachee is not engaged

• Volunteers help for the coachee whenever required • Demonstrates skills

• Conducts drill & practice when the coachee is not engaged

Banking Basic Banking FunctionsBasic Banking FunctionsBasic Banking FunctionsBasic Banking Functions

• Updation of Bank transactions • Safety Procedures

Loss Prevention

MIS Management

Managing MIS forManaging MIS forManaging MIS forManaging MIS for • Loss Prevention

• Sales

Selling Assist the

customers in buying

Gather informationGather informationGather informationGather information

• Questioning to determine customer needs. • Listening to determine customer requirements.

• Directing customers to specific merchandise. • Interpreting non-verbal communication cues

Managing Till

Queue

Management

• Answering customer queries

• Directing customer to less occupied counters


Bagging • Controlling quantity of carry bags • Tagging free offers

• Filling bags

Administration

Managing MIS

• Managing MIS for Till onManaging MIS for Till onManaging MIS for Till onManaging MIS for Till on Cash & other instruments

• Float Cash • Cash Reconciliation

• Imprest Cash • Safe handover

• Safe handover

• Cash & other instruments • Float Cash

Review Meetings

Conducting Team reviews • Motivating Team

• Setting goals


Evaluation Plan

Evaluation Type Total Sessional Theory 100 20

Practical 300 100 Social Studies 50 0