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Document Sample
Level 2 Diploma in Health
Learner Progress Tracker and
Instructions
Unit 1: Work effectively in a
Fill in your learners' names below. Then go to the appropriate
Learner page (hyperlinks in Learner ID column) to enter the
learners' progress against each unit's learning objective and the
retail team
overall unit progress (by selecting from the drop down list in the
Progress column). The overall unit progress will be shown on this
summary page.
PLEASE NOTE THAT THIS TRACKER IS FOR INTERNAL
CENTRE USE ONLY AND DOES NOT FORM ANY PART OF THE
OCR CERTIFICATION PROCESS.
Learner Group A
Learner Name
ID Mandatory Unit
Learner 1 Name 1 0
Learner 2 Name 2 0
Learner 3 Name 3 0
Learner 4 Name 4 0
Learner 5 Name 5 0
Learner 6 Name 6 0
Learner 7 Name 7 0
Learner 8 Name 8 0
Learner 9 Name 9 0
Learner 10 Name 10 0
Learner 11 Name 11 0
Learner 12 Name 12 0
Learner 13 Name 13 0
Learner 14 Name 14 0
Learner 15 Name 15 0
Learner 16 Name 16 0
Learner 17 Name 17 0
Learner 18 Name 18 0
Learner 19 Name 19 0
Learner 20 Name 20 0
Learner 21 Name 21 0
Learner 22 Name 22 0
Learner 23 Name 23 0
Learner 24 Name 24 0
Learner 25 Name 25 0
Learner 26 Name 26 0
Learner 27 Name 27 0
Learner 28 Name 28 0
Learner 29 Name 29 0
Learner 30 Name 30 0
ma in Health
Unit 2: Receive goods and
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materials into storage in a
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ess Tracker and
retail environment
Unit 3: Place goods and
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materials into storage in a
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retail environment
Unit 4: Keep stock on sale at
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required levels in a retail
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environment
Unit 5: Process customer
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0 orders for goods in a retail
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environment
Unit 6: Process returned
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goods in a retail environment
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Unit 7: Assemble products for
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display in a retail environment
Unit 8: Hand-process fish in a
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retail environment
Unit 9: Process greengrocery
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products for sale in a retail
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environment
Unit 10: Finish meat products
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0 by hand in a retail
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environment
Unit 11: Organise own work to
meet a dough production
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schedule in a retail
environment
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Unit 12: Select, weigh and
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measure bakery ingredients
Unit 13: Hand-divide, mould
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and shape fermented dough
Unit 14: Maintain food safety
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while working with food in a
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retail environment
Unit 15: Pick products in a
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0 retail environment to fulfil
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customer orders
Unit 16: Check stock levels
and sort out problems with
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stock levels in a retail
environment
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Unit 17: Maintain moisture
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levels for crops or plants
Unit 18: Provide nutrients to
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crops or plants
Unit 19: Remove unwanted
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plant growth to maintain
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development
Unit 20: Identify and report the
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and disorders
Unit 21: Finish bake-off food
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products in a retail
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environment
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Unit 22: Glaze, coat or
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decorate bake-off products for
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sale in a retail environment
Unit 23: Display stock to
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promote sales to customers in
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a retail environment
Unit 24: Help customers to
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choose products in a retail
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environment
Unit 25: Carry out promotional
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environment
Unit 26: Deal with customer
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queries and complaints in a
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retail environment
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Unit 27: Demonstrate products
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to customers in a retail
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environment
Unit 28: Process payments for
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purchases in a retail
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environment
Unit 29: Process applications
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for credit agreements offered
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in a retail environment
Unit 30: Promote loyalty
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0 schemes to customers in a
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retail environment
Unit 31: Provide a bra fitting
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service in a retail environment
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Unit 32: Follow guidelines for
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planning and preparing visual
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merchandising displays
Unit 33: Dress visual
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merchandising displays to
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attract customers
Unit 34: Order and position
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signage and graphics for
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visual merchandising displays
Unit 35: Dismantle and store
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visual merchandising displays
Unit 36: Make props and
decorate fixtures and panels
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for visual merchandising
displays
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Unit 37: Assemble visual
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merchandising displays
Unit 38: Follow point-of-sale
procedures for age-restricted
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products in a retail
environment
Unit 39: Provide National
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Lottery products to customers
Unit 40: Advise customers on
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the fixing and care of tiles
Unit 41: Cash up in a retail
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environment
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Unit 42: Promote a retail
store’s credit card to
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customers in a retail
environment
Unit 43: Provide service to
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customers in a dressing room
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in a retail environment
Unit 44: Promote food or drink
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products by offering samples
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to customers
Unit 45: Deliver goods from a
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0 retail environment to the
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customer’s delivery address
Unit 46: Help customers to
apply for a retail store’s credit
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card and associated insurance
products
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Unit 47: Help customers to
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choose delicatessen products
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in a retail environment
Unit 48: Portion delicatessen
products to meet customer
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requirements in a retail
environment
Unit 49: Merchandise plants
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and other relevant products
Unit 50: Demonstrate make-up
and skincare products to
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customers at a beauty counter
in a retail environment
Unit 51: Operate a customer
record card system on a
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beauty counter in a retail
environment
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Unit 52: Give customers a
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positive impression of
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yourself and your organisation
Unit 53: Protect own and
others’ health and safety when
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working in a retail
environment
Unit 54: Reduce security risks
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in a retail environment
Unit 55: Prepare newspapers
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merchandisers
Unit 56: Check the accuracy of
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records of hours worked by
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staff in a retail environment
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Unit 57: Sort donated goods
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for resale or recycling in a
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retail environment
Unit 58: Maintain food safety
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while working with food in a
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retail environment
Unit 59: Load orders for
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despatch from a retail store to
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customers
Unit 60: Provide a counter and
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takeaway service
Unit 61: Contribute to
monitoring and maintaining
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ease of shopping in a retail
sales area
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Unit 62: Audit stock levels and
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stock inventories in a retail
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environment
Unit 63: Manage staff to
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receive goods in a retail
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environment
Unit 64: Organise and monitor
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the storage of stock in a retail
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environment
Unit 65: Maintain the
availability of goods on
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display in a retail environment
to promote sales
Unit 66: Manage the payment
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transaction process in a retail
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environment
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Unit 67: Choose merchandise
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to feature in visual
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merchandising displays
Unit 68: Manage the use of
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signage and graphics in visual
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merchandising displays
Unit 69: Evaluate the
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effectiveness of visual
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merchandising displays
Unit 70: Contribute to
improving a retail
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organisation's visual
merchandising policy
Unit 71: Help customers to
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choose specialist products in
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a retail environment
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Unit 72: Produce staffing
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schedules to help a retail team
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to achieve its targets
Unit 73: Monitor and support
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secure payment point use
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during trading hours
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Level 2 Diploma in Health and Social Care
Learner Progress Tracker
Learner: Name 1
Group A Mandatory Unit
Unit 1: Work effectively in a retail team Unit Selection
Understand how to recognise discrimination, bullying and harassment in own
LO1
workplace
LO2 Be able to work effectively in a retail team Mandatory Unit
LO3 Be able to improve own work performance in a retail team
Overall unit progress
Unit 2: Receive goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of preparing for expected deliveries
LO2 Understand own responsibility for handling goods and materials
LO3 Be able to prepare to receive deliveries in a retail environment
LO4 Be able to receive deliveries into storage in a retail environment
Overall unit progress
Unit 3: Place goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
Understand the requirements for storing goods and materials in a retail
LO1
environment
LO2 Know procedures for resolving problems with storage facilities and equipment
LO3 Be able to place goods and materials into storage in a retail environment
Overall unit progress
Unit 4: Keep stock on sale at required levels in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the relationship between stock levels and demand for stock
LO2 Understand the relationship between stock levels and the quality of stock on sale
LO3 Be able to check the level of stock on sale in a retail environment
LO4 Be able to replenish stock on sale in a retail environment
Overall unit progress
Unit 5: Process customer orders for goods in a retail environment Unit Selection
Understand the importance of customer service in relation to processing
LO1
roup B Optional Unit
customers’ orders
Group B Optional Unit
Understand the correct use of customer information in relation to processing
LO2
customers’ orders
LO3 Be able to find out what customers want to order
LO4 Be able to check the availability of the goods customers want to order
LO5 Be able to process orders for customers
Overall unit progress
Unit 6: Process returned goods in a retail environment Unit Selection
Group B Optional Unit
LO1 Know about rights and responsibilities in relation to returned goods
LO2 Understand the importance of stock control systems
LO3 Be able to help retail customers who need to return goods
LO4 Be able to process returned goods
Overall unit progress
Group B Optional Unit
Unit 7: Assemble products for display in a retail environment Unit Selection
LO1 Be able to assemble products for display in a retail environment
Overall unit progress
Unit 8: Hand-process fish in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand safe working practices in relation to hand-processing fish
Understand the relationship between the anatomy of fish and the way fish are
LO2
hand-processed
LO3 Be able to hand process fish
LO4 Be able to maintain own work area in a condition fit for hand-processing fish
Overall unit progress
Group B Optional Unit
Unit 9: Process greengrocery products for sale in a retail environment Unit Selection
LO1 Be able to prepare greengrocery products for sale
LO2 Be able to replenish displays of greengrocery products
LO3 Be able to maintain the quality of greengrocery products on display
Overall unit progress
Unit 10: Finish meat products by hand in a retail environment Unit Selection
p B Optional Unit
Group B Optional Unit
Be able to check the suitability of meat products for finishing in a retail
LO1
environment
Be able to organise own work area and equipment for finishing meat products in
LO2
a retail environment
LO3 Be able to achieve meat product yield and finish in a retail environment
Overall unit progress
Unit 11: Organise own work to meet a dough production schedule in a retail
Unit Selection
environment
Group B Optional Unit
Understand the importance of maintaining health and safety and food safety
LO1
during dough production
Understand why efficient and effective dough production is important to the
LO2
organisation and its customers
Be able to organise own work to meet a dough production schedule in a retail
LO3
environment
Overall unit progress
Group B Optional Unit
Unit 12: Select, weigh and measure bakery ingredients Unit Selection
LO1 Check quantities of ingredients
LO2 Select ingredients
LO3 Weigh and measure ingredients
Overall unit progress
Group B Optional Unit
Unit 13: Hand-divide, mould and shape fermented dough Unit Selection
LO1 Hand-divide fermented dough to specifications and instructions
LO2 Hand-mould and shape fermented dough
Overall unit progress
Unit 14: Maintain food safety while working with food in a retail environment Unit Selection
Group B Optional Unit
LO1 Know how food in a retail environment can become unsafe for consumers
Know the routine working practices that contribute to food safety in a retail
LO2
environment
LO3 Be able to maintain own work area in a safe condition for working with food
LO4 Be able to work with food in a way that keeps it safe for customers
LO5 Be able to record the condition of food
Overall unit progress
Group B Optional Unit Unit 15: Pick products in a retail environment to fulfil customer orders Unit Selection
LO1 Be able to organise own work to pick orders within a retail environment
LO2 Be able to pick products in a retail environment to meet customer requirements
Be able to prepare picked orders for collection or despatch from a retail
LO3
environment
Overall unit progress
Unit 16: Check stock levels and sort out problems with stock levels in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the purpose of checking stock levels in a retail environment
LO2 Be able to check stock levels in a retail environment as instructed
Be able to deal with or report stock-related problems that arise when checking
LO3
stock levels in a retail environment
Overall unit progress
Unit 17: Maintain moisture levels for crops or plants Unit Selection
LO1 Know why it is important to maintain moisture for crops and plants
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to select, use and maintain equipment
LO5 Be able to maintain moisture levels for crops and plants
LO6 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 18: Provide nutrients to crops or plants Unit Selection
LO1 Know how nutrient requirements vary and their method of application
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to provide nutrients to plants or crops
LO5 Be able to work safely and minimise environmental damage
LO6 Be able to select use and maintain equipment
Overall unit progress
Unit 19: Remove unwanted plant growth to maintain development Unit Selection
LO1 Know the different types of unwanted plant growth
LO2 Know how to maintain plant development
Group B Optional Unit
LO3 Know the types of equipment required and how to maintain them
LO4 Know the current health and safety legislation and environmental good practice
LO5 Be able to select, use and maintain equipment
LO6 Be able to identify unwanted plant growth
LO7 Be able to remove unwanted plant growth
LO8 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 20: Identify and report the presence of pests, diseases and disorders Unit Selection
Group B Optional Unit
LO1 Identify and report the presence of pests, diseases and disorders
LO2 Be able to work safely and minimise environmental damage
LO3 Know how to identify and report the presence of pests, diseases and disorders
LO4 Know relevant health and safety legislation and environmental good practice
Overall unit progress
Unit 21: Finish bake-off food products in a retail environment Unit Selection
Group B Optional Unit
Understand the baking and cooling processes that apply to bake-off food
LO1
products
LO2 Know the legal and organisational requirements that apply to bake-off products
LO3 Be able to finish the baking process of bake-off products in a retail environment
Overall unit progress
Group B Optional Unit
Unit 22: Glaze, coat or decorate bake-off products for sale in a retail environment Unit Selection
Know the legal and organisational requirements that apply when glazing, coating
LO1
and decorating bake-off products in a retail environment
LO2 Be able to glaze, coat and decorate bake-off products in a retail environment
Overall unit progress
Unit 23: Display stock to promote sales to customers in a retail environment Unit Selection
Understand the importance of checking for potential health and safety issues
LO1
before setting up and dismantling displays
LO2 Understand how displays help to promote sales
Group B Optional Unit
LO3 Know about legal requirements for labelling products in a display
Be able to establish the availability of space and other resources needed for a
LO4
display
LO5 Be able to prepare a display area for use in a retail environment
LO6 Be able to set up a display in a retail environment
LO7 Be able to label a display of stock in a retail environment
LO8 Be able to dismantle a display in a retail environment
Overall unit progress
Unit 24: Help customers to choose products in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of focusing on the individual customer’s requirements
LO2 Know how sales are confirmed with the customer and closed
LO3 Be able to find out what products customers may be interested in buying
LO4 Be able to help customers to choose the products that best meet their needs
LO5 Be able to close sales
Overall unit progress
Group B Optional Unit
Unit 25: Carry out promotional campaigns in a retail environment Unit Selection
LO1 Understand opportunities to promote particular products
LO2 Be able to promote products to customers as part of a promotional campaign
LO3 Be able to contribute to the evaluation of a promotional campaign
Overall unit progress
Unit 26: Deal with customer queries and complaints in a retail environment Unit Selection
Group B Optional Unit
Understand how resolving customer queries and complaints contributes to
LO1
customer loyalty and confidence
Understand how to manage angry customers when dealing with customer
LO2
queries and complaints in a retail environment
LO3 Be able to deal with customers’ queries in a retail environment
LO4 Be able to deal with customers’ complaints in a retail environment
Group Overall unit progress
Unit 27: Demonstrate products to customers in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand how product demonstrations can help to increase sales
Be able to make the preparations needed to ensure a safe and efficient product
LO2
demonstration
Be able to communicate to customers the features and benefits of the products
LO3
being demonstrated
LO4 Be able to tidy the demonstration area when a product demonstration is finished
Overall unit progress
Group B Optional Unit
Unit 28: Process payments for purchases in a retail environment Unit Selection
Understand legal and organisational requirements for processing payments in a
LO1
retail environment
LO2 Be able to process payments for purchases in a retail environment
Overall unit progress
Unit 29: Process applications for credit agreements offered in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the legal aspects of offering credit agreements
LO2 Understand legal aspects of processing credit agreement applications
Be able to process applications for credit agreements offered in a retail
LO3
environment
Overall unit progress
Unit 30: Promote loyalty schemes to customers in a retail environment Unit Selection
Group B Optional Unit
Understand the benefits to the organisation of signing customers up to the
LO1
organisation’s loyalty scheme
Understand the importance of giving customers a good impression when
LO2
promoting the organisation’s loyalty scheme
Be able to communicate to customers the features and benefits of the
LO3
organisation’s loyalty scheme
LO4 Be able to gain customers’ commitment to the organisation’s loyalty scheme
Overall unit progress
Unit 31: Provide a bra fitting service in a retail environment Unit Selection
LO1 Understand what a bra fitting session involves
B Optional Unit
Group B Optional Unit LO2 Know the features and benefits of different types of bra
LO3 Understand how to prolong the life of a bra
LO4 Know the arrangements for obtaining bras both in and out of stock
LO5 Know how to fit customers for bras
LO6 Be able to find potential customers for the bra fitting service
LO7 Be able to fit customer for bras
Overall unit progress
Unit 32: Follow guidelines for planning and preparing visual merchandising
Unit Selection
displays
LO1 Understand the importance of visual merchandising displays and design briefs
Group B Optional Unit
Understand the selection of approaches and effects in visual merchandising
LO2
displays
Understand the sourcing of merchandise and props to be featured in visual
LO3
merchandising displays
LO4 Be able to plan visual merchandising displays to fulfil a design brief
Be able to source merchandise and props to be featured in visual merchandising
LO5
displays
Overall unit progress
Unit 33: Dress visual merchandising displays to attract customers Unit Selection
Group B Optional Unit
LO1 Understand the purpose of visual merchandising displays
LO2 Understand how visual merchandising displays achieve their intended purposes
LO3 Be able to dress in-store displays and window displays
Overall unit progress
Unit 34: Order and position signage and graphics for visual merchandising
Group B Optional Unit
Unit Selection
displays
LO1 Understand the role of signage and graphics within visual merchandising
LO2 Be able to source signage and graphics to meet visual merchandising needs
LO3 Be able to position signage and graphics to support visual merchandising
Overall unit progress
Unit 35: Dismantle and store props and graphics from visual merchandising
Unit Selection
Group B Optional Unit
displays
Understand the importance of storing props and graphics for future use in visual
LO1
merchandising displays
Group B Optional Un LO2 Be able to dismantle visual merchandising displays
Be able to store props and graphics from dismantled visual merchandising
LO3
displays
Overall unit progress
Unit 36: Make props and decorate fixtures and panels for visual merchandising
Unit Selection
displays
Group B Optional Unit
LO1 Understand the purpose of props within visual merchandising displays
LO2 Be able to specify requirements for visual merchandising props
LO3 Be able to make props for use in visual merchandising displays
LO4 Be able to decorate fixtures and panels for visual merchandising displays
Overall unit progress
Unit 37: Assemble visual merchandising displays Unit Selection
Group B Optional Unit
LO1 Understand the purpose of layout design
LO2 Know how to interpret instructions for assembling visual merchandising displays
LO3 Be able to assemble visual merchandising displays
Overall unit progress
Unit 38: Follow point-of-sale procedures for age-restricted products in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Know about legislation relating to the retail sale of age-restricted products
Understand the importance of maintaining customer goodwill when requesting
LO2
proof of age
Be able to follow point-of-sale procedures for age-restricted products in a retail
LO3
environment
Overall unit progress
Unit 39: Provide National Lottery products to customers Unit Selection
Group B Optional Unit
LO1 Understand how the National Lottery operates
LO2 Be able to use the service terminal
LO3 Be able to communicate with customers concerning National Lottery products
LO4 Be able to process National Lottery prize payouts
Overall unit progress
p B Optional Unit
Unit 40: Advise customers on the fixing and care of tiles Unit Selection
Group B Optional Unit LO1 Be able to establish customer requirements for fixing tiles
LO2 Be able to explain to customers how to fix tiles
LO3 Be able to recommend additional products to customers
Overall unit progress
Group B Optional Unit
Unit 41: Cash up in a retail environment Unit Selection
LO1 Be able to cash up accurately in a retail environment
Overall unit progress
Group B Optional Unit
Unit 42: Promote a retail store’s credit card to customers in a retail environment Unit Selection
Understand the importance of promoting a retail store’s credit card to both
LO1
potential and existing holders of the card
LO2 Be able to promote a retail store’s credit card to customers in a retail environment
Overall unit progress
Unit 43: Provide service to customers in a dressing room in a retail environment Unit Selection
Be able to use the dressing room facilities in a retail environment to create sales
Group B Optional Unit
LO1
opportunities
Be able to take measures to minimise stock loss while serving customers in a
LO2
dressing room in a retail environment
Be able to keep dressing room facilities in a retail environment ready for
LO3
customer use
Be able to process unsold merchandise in a dressing room in a retail
LO4
environment
Overall unit progress
Unit 44: Promote food or drink products by offering samples to customers Unit Selection
Group B Optional Unit
Understand the business reasons for offering samples of food or drink to
LO1
customers
LO2 Be able to set up attractive and hygienic displays of food or drink samples
LO3 Be able to interact with customers at a display of food or drink samples
LO4 Be able to dispose of food or drink samples in line with organisational procedures
Overall unit progress
Unit 45: Deliver goods from a retail environment to the customer’s delivery
Unit Selection
address
Group B Optional Unit
Understand the role of the delivery person in promoting a positive impression of
LO1
the retail organisation
Be able to prepare to deliver goods from a retail environment to customers’
LO2
delivery addresses
Be able to convey goods from a retail environment to customers’ delivery
LO3
addresses
LO4 Be able to complete deliveries of goods at customers’ delivery addresses
Overall unit progress
Unit 46: Help customers to apply for a retail store’s credit card and associated
Unit Selection
insurance products
Understand the legal requirements relating to informing customers about
LO1
insurance products associated with a retail store’s credit card
Group B Optional Unit
Understand the importance of helping customers to understand the implications
LO2
of applying for a retail store’s credit card and associated insurance products
Understand the legal requirements relating to helping customers to apply for the
LO3
store’s credit card and associated insurance products
Be able to offer customers insurance products associated with the store’s credit
LO4
card
Be able to help customers to apply for a retail store’s credit card and associated
LO5
insurance products
Overall unit progress
Group B Optional Unit
Unit 47: Help customers to choose delicatessen products in a retail environment Unit Selection
LO1 Be able to find out what customers are looking for at the delicatessen counter
LO2 Be able to suggest delicatessen products that meet customer needs
Overall unit progress
Unit 48: Portion delicatessen products to meet customer requirements in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Be able to cut and weigh delicatessen products to meet customer requirements
LO2 Be able to wrap or package portioned delicatessen products for customers
LO3 Be able to maintain the display of a delicatessen counter
Overall unit progress
Unit 49: Merchandise plants and other relevant products Unit Selection
roup B Optional Unit
LO1 Know how to merchandise plants and other products
Group B Optional Unit LO2 Be able to merchandise plants and other products
LO3 Know how to maintain the condition of plants for sale
LO4 Be able to maintain plants ready for use
Overall unit progress
Unit 50: Demonstrate make-up and skincare products to customers at a beauty
Unit Selection
counter in a retail environment
Understand the commercial value of demonstrating make-up and skincare
LO1
Group B Optional Unit
products
LO2 Understand the elements of a demonstration of make-up and skincare products
Be able to prepare to demonstrate make-up and skincare products to customers
LO3
at a beauty counter in a retail environment
Be able to apply make-up or skincare products to customers as part of a
LO4
demonstration
LO5 Be able to conclude a demonstration of make-up or skincare products
Overall unit progress
Unit 51: Operate a customer record card system on a beauty counter in a retail
Unit Selection
environment
Group B Optional Unit
Understand how to maintain the customer record card system in a retail
LO1
environment
Be able to set up record cards for customers at a beauty counter in a retail
LO2
environment
Be able to use the record card system to recognise opportunities for increasing
LO3
sales at a beauty counter in a retail environment
Overall unit progress
Unit 52: Give customers a positive impression of yourself and your organisation Unit Selection
Group B Optional Unit
LO1 Establish rapport with customers
LO2 Respond appropriately to customers
LO3 Communicate information to customers
Understand how to give customers a positive impression of themselves and the
LO4
organisation
Overall unit progress
Unit 53: Protect own and others’ health and safety when working in a retail
Unit Selection
environment
Group B Optional Unit
LO1 Understand how to promote health and safety in own workplace
LO2 Understand own role in protecting own and others’ health and safety
Group B Optional LO3 Be able to deal with accidents and emergencies in a retail environment
Be able to protect own and others’ health and safety during day-to-day work
LO4
activities
Overall unit progress
Group B Optional Unit
Unit 54: Reduce security risks in a retail environment Unit Selection
LO1 Know about security risks that can arise in a retail environment
LO2 Be able to reduce security risks in a retail environment
Overall unit progress
Unit 55: Prepare newspapers and magazines for return to merchandisers Unit Selection
Be able to plan own work to prepare newspapers and magazines for return to
Group B Optional Unit
LO1
merchandisers
Be able to gather together newspapers and magazines for return to
LO2
merchandisers
Be able to prepare batches of newspapers and magazines for return to
LO3
merchandisers
Be able to complete the administration associated with magazine and newspaper
LO4
returns
Overall unit progress
Unit 56: Check the accuracy of records of hours worked by staff in a retail
Unit Selection
environment
Understand the importance of maintaining accurate records of the hours worked
Group B Optional Unit
LO1
by staff in a retail environment
Understand the level of service that needs to be provided to colleagues in
LO2
relation to records of the number of hours they have worked
Be able to check the accuracy of records of hours worked by staff in a retail
LO3
environment
Be able to provide information about the number of hours worked by staff in a
LO4
retail environment
Overall unit progress
Group C1 Optional Unit
Unit 57: Sort donated goods for resale or recycling in a retail environment Unit Selection
LO1 Know how to sort donated goods safely
LO2 Be able to sort donated goods for selling or recycling
Overall unit progress
Group C1 Optional Unit Unit 58: Maintain food safety while working with food in a retail environment Unit Selection
Know how own personal hygiene and behaviour contribute to food safety in a
LO1
retail environment
Know how to deal with indicators of potential food safety hazards in a retail
LO2
environment
Be able to keep self and clothes clean while working with food in a retail
LO3
environment
Be able to deal with indicators of potential food safety hazards in a retail
LO4
environment
Overall unit progress
Unit 59: Load orders for despatch from a retail store to customers Unit Selection
Group C1 Optional Unit
LO1 Know why it is important to work safely in the loading area
LO2 Know how own working practices contribute to an efficient delivery service
LO3 Be able to keep loading facilities and equipment in a usable condition
LO4 Be able to ensure that orders are ready for loading
LO5 Be able to load orders into delivery vehicles
Overall unit progress
Unit 60: Provide a counter and takeaway service Unit Selection
Group C1 Optional Unit
LO1 Be able to serve customers at the counter
LO2 Know how to serve customers at the counter
LO3 Be able to maintain counter and service areas
LO4 Know how to maintain counter and service areas
Overall unit progress
Unit 61: Contribute to monitoring and maintaining ease of shopping in a retail
Group C1 Optional Unit
Unit Selection
sales area
LO1 Know how the layout and appearance of the sales floor influences sales
LO2 Be able to maintain own area of the sales floor during trading hours
Be able to report problems that could have a negative effect on the customer
LO3
experience
Overall unit progress
Unit 62: Audit stock levels and stock inventories in a retail environment
Group C2 Optional Unit
Unit Selection
LO1 Be able to implement a stock audit in a retail environment
Group C2 Optional Un
Be able to use the findings of an audit to identify and resolve problems with stock
LO2
levels and stock inventories
LO3 Be able to communicate the results of an audit
Overall unit progress
Group C2 Optional Unit
Unit 63: Manage staff to receive goods in a retail environment Unit Selection
Be able to manage staff to receive and check incoming deliveries of goods in a
LO1
retail environment
Overall unit progress
Unit 64: Organise and monitor the storage of stock in a retail environment Unit Selection
Group C2 Optional Unit
LO1 Understand the causes and prevention of stock loss within storage systems
LO2 Understand the legal and organisational requirements for storing stock
LO3 Be able to organise the use of storage facilities in a retail environment
LO4 Be able to monitor the storage and care of stock in a retail environment
Overall unit progress
Unit 65: Maintain the availability of goods on display in a retail environment to
Unit Selection
promote sales
Group C2 Optional Unit
LO1 Understand how the display of goods can promote sales
LO2 Understand legal and organisational requirements for displaying goods
LO3 Be able to organise staff to display goods for retail sale
LO4 Be able to evaluate the effectiveness of displays
LO5 Be able to maintain the required quantity and quality of goods on display
Overall unit progress
Group C2 Optional Unit
Unit 66: Manage the payment transaction process in a retail environment Unit Selection
LO1 Be able to monitor payment transaction processing in a retail environment
LO2 Be able to manage the operation of payment points in a retail environment
Overall unit progress
Unit 67: Choose merchandise to feature in visual merchandising displays Unit Selection
p C2 Optional Unit
Group C2 Optional Unit
Understand the purpose of featuring merchandise in visual merchandising
LO1
displays
LO2 Be able to evaluate merchandise for its display potential
Be able to liaise with decision makers concerning the merchandise to be featured
LO3
in a display
Overall unit progress
Unit 68: Manage the use of signage and graphics in visual merchandising
Unit Selection
displays
LO1 Understand how signage and graphics are used in visual merchandising displays
Understand the importance of complying with legal requirements relating to the
LO2
use of signage and graphics in visual merchandising
Group C2 Optional Unit
Understand the importance of monitoring the use of signage and graphics in
LO3
visual merchandising displays
Be able to assess the signage and graphics needed for visual merchandising
LO4
displays
Be able to source the signage and graphics needed for visual merchandising
LO5
displays
Be able to co-ordinate the use of signage and graphics in visual merchandising
LO6
displays
Be able to monitor the use of signage and graphics in visual merchandising
LO7
displays
Overall unit progress
Unit 69: Evaluate the effectiveness of visual merchandising displays Unit Selection
Group C2 Optional Unit
Understand the types of evidence used to evaluate the effectiveness of visual
LO1
merchandising displays
Be able to gather information about customers’ responses to visual
LO2
merchandising displays
Be able to analyse information from customers’ responses to evaluate the
LO3
effectiveness of visual merchandising displays
Overall unit progress
Unit 70: Contribute to improving a retail organisation's visual merchandising
Unit Selection
policy
Group C2 Optional Unit
Understand how visual merchandising and visual design can benefit an
LO1
organisation
LO2 Be able to evaluate the organisation’s approach to visual design
LO3 Be able to recommend new ideas for the organisation’s visual design
Be able to support staff putting the organisation’s visual design policy into
LO4
practice
Overall unit progress
Unit 71: Help customers to choose specialist products in a retail environment Unit Selection
Understand commercial awareness in relation to the organisation, its target
Group C2 Optional Unit
LO1
market and product offer
LO2 Understand the specialist products within own area of responsibility
LO3 Be able to initiate and develop a rapport with customers
LO4 Be able to match specialist products to individual customer requirements
Be able to maintain own product knowledge and expertise in relation to specialist
LO5
products
Overall unit progress
Unit 72: Produce staffing schedules to help a retail team to achieve its targets Unit Selection
Group C2 Optional Unit
Understand the uses of and constraints upon the staffing schedules for a retail
LO1
team
LO2 Be able to produce staffing schedules for a retail team
Be able to adjust staffing schedules to take account of changing operational
LO3
needs and constraints
Overall unit progress
Group C2 Optional Unit
Unit 73: Monitor and support secure payment point use during trading hours Unit Selection
LO1 Understand the data security risks associated with payment point use
LO2 Be able to monitor and support secure payment point use during trading hours
Overall unit progress
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Level 2 Diploma in Health and Social Care
Learner Progress Tracker
Learner: Name 2
Group A Mandatory Unit
Unit 1: Work effectively in a retail team Unit Selection
Understand how to recognise discrimination, bullying and harassment in own
LO1
workplace
LO2 Be able to work effectively in a retail team Mandatory Unit
LO3 Be able to improve own work performance in a retail team
Overall unit progress
Unit 2: Receive goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of preparing for expected deliveries
LO2 Understand own responsibility for handling goods and materials
LO3 Be able to prepare to receive deliveries in a retail environment
LO4 Be able to receive deliveries into storage in a retail environment
Overall unit progress
Unit 3: Place goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
Understand the requirements for storing goods and materials in a retail
LO1
environment
LO2 Know procedures for resolving problems with storage facilities and equipment
LO3 Be able to place goods and materials into storage in a retail environment
Overall unit progress
Unit 4: Keep stock on sale at required levels in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the relationship between stock levels and demand for stock
LO2 Understand the relationship between stock levels and the quality of stock on sale
LO3 Be able to check the level of stock on sale in a retail environment
LO4 Be able to replenish stock on sale in a retail environment
Overall unit progress
Unit 5: Process customer orders for goods in a retail environment Unit Selection
Understand the importance of customer service in relation to processing
LO1
roup B Optional Unit
customers’ orders
Group B Optional Unit
Understand the correct use of customer information in relation to processing
LO2
customers’ orders
LO3 Be able to find out what customers want to order
LO4 Be able to check the availability of the goods customers want to order
LO5 Be able to process orders for customers
Overall unit progress
Unit 6: Process returned goods in a retail environment Unit Selection
Group B Optional Unit
LO1 Know about rights and responsibilities in relation to returned goods
LO2 Understand the importance of stock control systems
LO3 Be able to help retail customers who need to return goods
LO4 Be able to process returned goods
Overall unit progress
Group B Optional Unit
Unit 7: Assemble products for display in a retail environment Unit Selection
LO1 Be able to assemble products for display in a retail environment
Overall unit progress
Unit 8: Hand-process fish in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand safe working practices in relation to hand-processing fish
Understand the relationship between the anatomy of fish and the way fish are
LO2
hand-processed
LO3 Be able to hand process fish
LO4 Be able to maintain own work area in a condition fit for hand-processing fish
Overall unit progress
Group B Optional Unit
Unit 9: Process greengrocery products for sale in a retail environment Unit Selection
LO1 Be able to prepare greengrocery products for sale
LO2 Be able to replenish displays of greengrocery products
LO3 Be able to maintain the quality of greengrocery products on display
Overall unit progress
Unit 10: Finish meat products by hand in a retail environment Unit Selection
p B Optional Unit
Group B Optional Unit
Be able to check the suitability of meat products for finishing in a retail
LO1
environment
Be able to organise own work area and equipment for finishing meat products in
LO2
a retail environment
LO3 Be able to achieve meat product yield and finish in a retail environment
Overall unit progress
Unit 11: Organise own work to meet a dough production schedule in a retail
Unit Selection
environment
Group B Optional Unit
Understand the importance of maintaining health and safety and food safety
LO1
during dough production
Understand why efficient and effective dough production is important to the
LO2
organisation and its customers
Be able to organise own work to meet a dough production schedule in a retail
LO3
environment
Overall unit progress
Group B Optional Unit
Unit 12: Select, weigh and measure bakery ingredients Unit Selection
LO1 Check quantities of ingredients
LO2 Select ingredients
LO3 Weigh and measure ingredients
Overall unit progress
Group B Optional Unit
Unit 13: Hand-divide, mould and shape fermented dough Unit Selection
LO1 Hand-divide fermented dough to specifications and instructions
LO2 Hand-mould and shape fermented dough
Overall unit progress
Unit 14: Maintain food safety while working with food in a retail environment Unit Selection
Group B Optional Unit
LO1 Know how food in a retail environment can become unsafe for consumers
Know the routine working practices that contribute to food safety in a retail
LO2
environment
LO3 Be able to maintain own work area in a safe condition for working with food
LO4 Be able to work with food in a way that keeps it safe for customers
LO5 Be able to record the condition of food
Overall unit progress
Group B Optional Unit Unit 15: Pick products in a retail environment to fulfil customer orders Unit Selection
LO1 Be able to organise own work to pick orders within a retail environment
LO2 Be able to pick products in a retail environment to meet customer requirements
Be able to prepare picked orders for collection or despatch from a retail
LO3
environment
Overall unit progress
Unit 16: Check stock levels and sort out problems with stock levels in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the purpose of checking stock levels in a retail environment
LO2 Be able to check stock levels in a retail environment as instructed
Be able to deal with or report stock-related problems that arise when checking
LO3
stock levels in a retail environment
Overall unit progress
Unit 17: Maintain moisture levels for crops or plants Unit Selection
LO1 Know why it is important to maintain moisture for crops and plants
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to select, use and maintain equipment
LO5 Be able to maintain moisture levels for crops and plants
LO6 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 18: Provide nutrients to crops or plants Unit Selection
LO1 Know how nutrient requirements vary and their method of application
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to provide nutrients to plants or crops
LO5 Be able to work safely and minimise environmental damage
LO6 Be able to select use and maintain equipment
Overall unit progress
Unit 19: Remove unwanted plant growth to maintain development Unit Selection
LO1 Know the different types of unwanted plant growth
LO2 Know how to maintain plant development
Group B Optional Unit
LO3 Know the types of equipment required and how to maintain them
LO4 Know the current health and safety legislation and environmental good practice
LO5 Be able to select, use and maintain equipment
LO6 Be able to identify unwanted plant growth
LO7 Be able to remove unwanted plant growth
LO8 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 20: Identify and report the presence of pests, diseases and disorders Unit Selection
Group B Optional Unit
LO1 Identify and report the presence of pests, diseases and disorders
LO2 Be able to work safely and minimise environmental damage
LO3 Know how to identify and report the presence of pests, diseases and disorders
LO4 Know relevant health and safety legislation and environmental good practice
Overall unit progress
Unit 21: Finish bake-off food products in a retail environment Unit Selection
Group B Optional Unit
Understand the baking and cooling processes that apply to bake-off food
LO1
products
LO2 Know the legal and organisational requirements that apply to bake-off products
LO3 Be able to finish the baking process of bake-off products in a retail environment
Overall unit progress
Group B Optional Unit
Unit 22: Glaze, coat or decorate bake-off products for sale in a retail environment Unit Selection
Know the legal and organisational requirements that apply when glazing, coating
LO1
and decorating bake-off products in a retail environment
LO2 Be able to glaze, coat and decorate bake-off products in a retail environment
Overall unit progress
Unit 23: Display stock to promote sales to customers in a retail environment Unit Selection
Understand the importance of checking for potential health and safety issues
LO1
before setting up and dismantling displays
LO2 Understand how displays help to promote sales
Group B Optional Unit
LO3 Know about legal requirements for labelling products in a display
Be able to establish the availability of space and other resources needed for a
LO4
display
LO5 Be able to prepare a display area for use in a retail environment
LO6 Be able to set up a display in a retail environment
LO7 Be able to label a display of stock in a retail environment
LO8 Be able to dismantle a display in a retail environment
Overall unit progress
Unit 24: Help customers to choose products in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of focusing on the individual customer’s requirements
LO2 Know how sales are confirmed with the customer and closed
LO3 Be able to find out what products customers may be interested in buying
LO4 Be able to help customers to choose the products that best meet their needs
LO5 Be able to close sales
Overall unit progress
Group B Optional Unit
Unit 25: Carry out promotional campaigns in a retail environment Unit Selection
LO1 Understand opportunities to promote particular products
LO2 Be able to promote products to customers as part of a promotional campaign
LO3 Be able to contribute to the evaluation of a promotional campaign
Overall unit progress
Unit 26: Deal with customer queries and complaints in a retail environment Unit Selection
Group B Optional Unit
Understand how resolving customer queries and complaints contributes to
LO1
customer loyalty and confidence
Understand how to manage angry customers when dealing with customer
LO2
queries and complaints in a retail environment
LO3 Be able to deal with customers’ queries in a retail environment
LO4 Be able to deal with customers’ complaints in a retail environment
Group
Overall unit progress
Unit 27: Demonstrate products to customers in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand how product demonstrations can help to increase sales
Be able to make the preparations needed to ensure a safe and efficient product
LO2
demonstration
Be able to communicate to customers the features and benefits of the products
LO3
being demonstrated
LO4 Be able to tidy the demonstration area when a product demonstration is finished
Overall unit progress
Group B Optional Unit
Unit 28: Process payments for purchases in a retail environment Unit Selection
Understand legal and organisational requirements for processing payments in a
LO1
retail environment
LO2 Be able to process payments for purchases in a retail environment
Overall unit progress
Unit 29: Process applications for credit agreements offered in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the legal aspects of offering credit agreements
LO2 Understand legal aspects of processing credit agreement applications
Be able to process applications for credit agreements offered in a retail
LO3
environment
Overall unit progress
Unit 30: Promote loyalty schemes to customers in a retail environment Unit Selection
Group B Optional Unit
Understand the benefits to the organisation of signing customers up to the
LO1
organisation’s loyalty scheme
Understand the importance of giving customers a good impression when
LO2
promoting the organisation’s loyalty scheme
Be able to communicate to customers the features and benefits of the
LO3
organisation’s loyalty scheme
LO4 Be able to gain customers’ commitment to the organisation’s loyalty scheme
Overall unit progress
Unit 31: Provide a bra fitting service in a retail environment Unit Selection
LO1 Understand what a bra fitting session involves
B Optional Unit
Group B Optional Unit
LO2 Know the features and benefits of different types of bra
LO3 Understand how to prolong the life of a bra
LO4 Know the arrangements for obtaining bras both in and out of stock
LO5 Know how to fit customers for bras
LO6 Be able to find potential customers for the bra fitting service
LO7 Be able to fit customer for bras
Overall unit progress
Unit 32: Follow guidelines for planning and preparing visual merchandising
Unit Selection
displays
LO1 Understand the importance of visual merchandising displays and design briefs
Group B Optional Unit
Understand the selection of approaches and effects in visual merchandising
LO2
displays
Understand the sourcing of merchandise and props to be featured in visual
LO3
merchandising displays
LO4 Be able to plan visual merchandising displays to fulfil a design brief
Be able to source merchandise and props to be featured in visual merchandising
LO5
displays
Overall unit progress
Unit 33: Dress visual merchandising displays to attract customers Unit Selection
Group B Optional Unit
LO1 Understand the purpose of visual merchandising displays
LO2 Understand how visual merchandising displays achieve their intended purposes
LO3 Be able to dress in-store displays and window displays
Overall unit progress
Unit 34: Order and position signage and graphics for visual merchandising
Group B Optional Unit
Unit Selection
displays
LO1 Understand the role of signage and graphics within visual merchandising
LO2 Be able to source signage and graphics to meet visual merchandising needs
LO3 Be able to position signage and graphics to support visual merchandising
Overall unit progress
Unit 35: Dismantle and store props and graphics from visual merchandising
Unit Selection
Group B Optional Unit
displays
Understand the importance of storing props and graphics for future use in visual
LO1
merchandising displays
Group B Optional Un
LO2 Be able to dismantle visual merchandising displays
Be able to store props and graphics from dismantled visual merchandising
LO3
displays
Overall unit progress
Unit 36: Make props and decorate fixtures and panels for visual merchandising
Unit Selection
displays
Group B Optional Unit
LO1 Understand the purpose of props within visual merchandising displays
LO2 Be able to specify requirements for visual merchandising props
LO3 Be able to make props for use in visual merchandising displays
LO4 Be able to decorate fixtures and panels for visual merchandising displays
Overall unit progress
Unit 37: Assemble visual merchandising displays Unit Selection
Group B Optional Unit
LO1 Understand the purpose of layout design
LO2 Know how to interpret instructions for assembling visual merchandising displays
LO3 Be able to assemble visual merchandising displays
Overall unit progress
Unit 38: Follow point-of-sale procedures for age-restricted products in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Know about legislation relating to the retail sale of age-restricted products
Understand the importance of maintaining customer goodwill when requesting
LO2
proof of age
Be able to follow point-of-sale procedures for age-restricted products in a retail
LO3
environment
Overall unit progress
Unit 39: Provide National Lottery products to customers Unit Selection
Group B Optional Unit
LO1 Understand how the National Lottery operates
LO2 Be able to use the service terminal
LO3 Be able to communicate with customers concerning National Lottery products
LO4 Be able to process National Lottery prize payouts
Overall unit progress
p B Optional Unit
Unit 40: Advise customers on the fixing and care of tiles Unit Selection
Group B Optional Unit
LO1 Be able to establish customer requirements for fixing tiles
LO2 Be able to explain to customers how to fix tiles
LO3 Be able to recommend additional products to customers
Overall unit progress
Group B Optional Unit
Unit 41: Cash up in a retail environment Unit Selection
LO1 Be able to cash up accurately in a retail environment
Overall unit progress
Group B Optional Unit
Unit 42: Promote a retail store’s credit card to customers in a retail environment Unit Selection
Understand the importance of promoting a retail store’s credit card to both
LO1
potential and existing holders of the card
LO2 Be able to promote a retail store’s credit card to customers in a retail environment
Overall unit progress
Unit 43: Provide service to customers in a dressing room in a retail environment Unit Selection
Be able to use the dressing room facilities in a retail environment to create sales
Group B Optional Unit
LO1
opportunities
Be able to take measures to minimise stock loss while serving customers in a
LO2
dressing room in a retail environment
Be able to keep dressing room facilities in a retail environment ready for
LO3
customer use
Be able to process unsold merchandise in a dressing room in a retail
LO4
environment
Overall unit progress
Unit 44: Promote food or drink products by offering samples to customers Unit Selection
Group B Optional Unit
Understand the business reasons for offering samples of food or drink to
LO1
customers
LO2 Be able to set up attractive and hygienic displays of food or drink samples
LO3 Be able to interact with customers at a display of food or drink samples
LO4 Be able to dispose of food or drink samples in line with organisational procedures
Overall unit progress
Unit 45: Deliver goods from a retail environment to the customer’s delivery
Unit Selection
Group B Optional Unit address
Understand the role of the delivery person in promoting a positive impression of
LO1
the retail organisation
Be able to prepare to deliver goods from a retail environment to customers’
LO2
delivery addresses
Be able to convey goods from a retail environment to customers’ delivery
LO3
addresses
LO4 Be able to complete deliveries of goods at customers’ delivery addresses
Overall unit progress
Unit 46: Help customers to apply for a retail store’s credit card and associated
Unit Selection
insurance products
Understand the legal requirements relating to informing customers about
LO1
insurance products associated with a retail store’s credit card
Group B Optional Unit
Understand the importance of helping customers to understand the implications
LO2
of applying for a retail store’s credit card and associated insurance products
Understand the legal requirements relating to helping customers to apply for the
LO3
store’s credit card and associated insurance products
Be able to offer customers insurance products associated with the store’s credit
LO4
card
Be able to help customers to apply for a retail store’s credit card and associated
LO5
insurance products
Overall unit progress
Group B Optional Unit
Unit 47: Help customers to choose delicatessen products in a retail environment Unit Selection
LO1 Be able to find out what customers are looking for at the delicatessen counter
LO2 Be able to suggest delicatessen products that meet customer needs
Overall unit progress
Unit 48: Portion delicatessen products to meet customer requirements in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Be able to cut and weigh delicatessen products to meet customer requirements
LO2 Be able to wrap or package portioned delicatessen products for customers
LO3 Be able to maintain the display of a delicatessen counter
Overall unit progress
Unit 49: Merchandise plants and other relevant products Unit Selection
roup B Optional Unit
LO1 Know how to merchandise plants and other products
Group B Optional Unit
LO2 Be able to merchandise plants and other products
LO3 Know how to maintain the condition of plants for sale
LO4 Be able to maintain plants ready for use
Overall unit progress
Unit 50: Demonstrate make-up and skincare products to customers at a beauty
Unit Selection
counter in a retail environment
Understand the commercial value of demonstrating make-up and skincare
LO1
Group B Optional Unit
products
LO2 Understand the elements of a demonstration of make-up and skincare products
Be able to prepare to demonstrate make-up and skincare products to customers
LO3
at a beauty counter in a retail environment
Be able to apply make-up or skincare products to customers as part of a
LO4
demonstration
LO5 Be able to conclude a demonstration of make-up or skincare products
Overall unit progress
Unit 51: Operate a customer record card system on a beauty counter in a retail
Unit Selection
environment
Group B Optional Unit
Understand how to maintain the customer record card system in a retail
LO1
environment
Be able to set up record cards for customers at a beauty counter in a retail
LO2
environment
Be able to use the record card system to recognise opportunities for increasing
LO3
sales at a beauty counter in a retail environment
Overall unit progress
Unit 52: Give customers a positive impression of yourself and your organisation Unit Selection
Group B Optional Unit
LO1 Establish rapport with customers
LO2 Respond appropriately to customers
LO3 Communicate information to customers
Understand how to give customers a positive impression of themselves and the
LO4
organisation
Overall unit progress
Unit 53: Protect own and others’ health and safety when working in a retail
Unit Selection
environment
Group B Optional Unit
LO1 Understand how to promote health and safety in own workplace
LO2 Understand own role in protecting own and others’ health and safety
Group B Optional
LO3 Be able to deal with accidents and emergencies in a retail environment
Be able to protect own and others’ health and safety during day-to-day work
LO4
activities
Overall unit progress
Group B Optional Unit
Unit 54: Reduce security risks in a retail environment Unit Selection
LO1 Know about security risks that can arise in a retail environment
LO2 Be able to reduce security risks in a retail environment
Overall unit progress
Unit 55: Prepare newspapers and magazines for return to merchandisers Unit Selection
Be able to plan own work to prepare newspapers and magazines for return to
Group B Optional Unit
LO1
merchandisers
Be able to gather together newspapers and magazines for return to
LO2
merchandisers
Be able to prepare batches of newspapers and magazines for return to
LO3
merchandisers
Be able to complete the administration associated with magazine and newspaper
LO4
returns
Overall unit progress
Unit 56: Check the accuracy of records of hours worked by staff in a retail
Unit Selection
environment
Understand the importance of maintaining accurate records of the hours worked
Group B Optional Unit
LO1
by staff in a retail environment
Understand the level of service that needs to be provided to colleagues in
LO2
relation to records of the number of hours they have worked
Be able to check the accuracy of records of hours worked by staff in a retail
LO3
environment
Be able to provide information about the number of hours worked by staff in a
LO4
retail environment
Overall unit progress
Group C1 Optional Unit
Unit 57: Sort donated goods for resale or recycling in a retail environment Unit Selection
LO1 Know how to sort donated goods safely
LO2 Be able to sort donated goods for selling or recycling
Overall unit progress
Group C1 Optional Unit Unit 58: Maintain food safety while working with food in a retail environment Unit Selection
Know how own personal hygiene and behaviour contribute to food safety in a
LO1
retail environment
Know how to deal with indicators of potential food safety hazards in a retail
LO2
environment
Be able to keep self and clothes clean while working with food in a retail
LO3
environment
Be able to deal with indicators of potential food safety hazards in a retail
LO4
environment
Overall unit progress
Unit 59: Load orders for despatch from a retail store to customers Unit Selection
Group C1 Optional Unit
LO1 Know why it is important to work safely in the loading area
LO2 Know how own working practices contribute to an efficient delivery service
LO3 Be able to keep loading facilities and equipment in a usable condition
LO4 Be able to ensure that orders are ready for loading
LO5 Be able to load orders into delivery vehicles
Overall unit progress
Unit 60: Provide a counter and takeaway service Unit Selection
Group C1 Optional Unit
LO1 Be able to serve customers at the counter
LO2 Know how to serve customers at the counter
LO3 Be able to maintain counter and service areas
LO4 Know how to maintain counter and service areas
Overall unit progress
Unit 61: Contribute to monitoring and maintaining ease of shopping in a retail
Group C1 Optional Unit
Unit Selection
sales area
LO1 Know how the layout and appearance of the sales floor influences sales
LO2 Be able to maintain own area of the sales floor during trading hours
Be able to report problems that could have a negative effect on the customer
LO3
experience
Overall unit progress
Unit 62: Audit stock levels and stock inventories in a retail environment
Group C2 Optional Unit
Unit Selection
LO1 Be able to implement a stock audit in a retail environment
Group C2 Optional Un
Be able to use the findings of an audit to identify and resolve problems with stock
LO2
levels and stock inventories
LO3 Be able to communicate the results of an audit
Overall unit progress
Group C2 Optional Unit
Unit 63: Manage staff to receive goods in a retail environment Unit Selection
Be able to manage staff to receive and check incoming deliveries of goods in a
LO1
retail environment
Overall unit progress
Unit 64: Organise and monitor the storage of stock in a retail environment Unit Selection
Group C2 Optional Unit
LO1 Understand the causes and prevention of stock loss within storage systems
LO2 Understand the legal and organisational requirements for storing stock
LO3 Be able to organise the use of storage facilities in a retail environment
LO4 Be able to monitor the storage and care of stock in a retail environment
Overall unit progress
Unit 65: Maintain the availability of goods on display in a retail environment to
Unit Selection
promote sales
Group C2 Optional Unit
LO1 Understand how the display of goods can promote sales
LO2 Understand legal and organisational requirements for displaying goods
LO3 Be able to organise staff to display goods for retail sale
LO4 Be able to evaluate the effectiveness of displays
LO5 Be able to maintain the required quantity and quality of goods on display
Overall unit progress
Group C2 Optional Unit
Unit 66: Manage the payment transaction process in a retail environment Unit Selection
LO1 Be able to monitor payment transaction processing in a retail environment
LO2 Be able to manage the operation of payment points in a retail environment
Overall unit progress
Unit 67: Choose merchandise to feature in visual merchandising displays Unit Selection
p C2 Optional Unit
Group C2 Optional Unit
Understand the purpose of featuring merchandise in visual merchandising
LO1
displays
LO2 Be able to evaluate merchandise for its display potential
Be able to liaise with decision makers concerning the merchandise to be featured
LO3
in a display
Overall unit progress
Unit 68: Manage the use of signage and graphics in visual merchandising
Unit Selection
displays
LO1 Understand how signage and graphics are used in visual merchandising displays
Understand the importance of complying with legal requirements relating to the
LO2
use of signage and graphics in visual merchandising
Group C2 Optional Unit
Understand the importance of monitoring the use of signage and graphics in
LO3
visual merchandising displays
Be able to assess the signage and graphics needed for visual merchandising
LO4
displays
Be able to source the signage and graphics needed for visual merchandising
LO5
displays
Be able to co-ordinate the use of signage and graphics in visual merchandising
LO6
displays
Be able to monitor the use of signage and graphics in visual merchandising
LO7
displays
Overall unit progress
Unit 69: Evaluate the effectiveness of visual merchandising displays Unit Selection
Group C2 Optional Unit
Understand the types of evidence used to evaluate the effectiveness of visual
LO1
merchandising displays
Be able to gather information about customers’ responses to visual
LO2
merchandising displays
Be able to analyse information from customers’ responses to evaluate the
LO3
effectiveness of visual merchandising displays
Overall unit progress
Unit 70: Contribute to improving a retail organisation's visual merchandising
Unit Selection
policy
Group C2 Optional Unit
Understand how visual merchandising and visual design can benefit an
LO1
organisation
LO2 Be able to evaluate the organisation’s approach to visual design
LO3 Be able to recommend new ideas for the organisation’s visual design
Be able to support staff putting the organisation’s visual design policy into
LO4
practice
Overall unit progress
Unit 71: Help customers to choose specialist products in a retail environment Unit Selection
Understand commercial awareness in relation to the organisation, its target
Group C2 Optional Unit
LO1
market and product offer
LO2 Understand the specialist products within own area of responsibility
LO3 Be able to initiate and develop a rapport with customers
LO4 Be able to match specialist products to individual customer requirements
Be able to maintain own product knowledge and expertise in relation to specialist
LO5
products
Overall unit progress
Unit 72: Produce staffing schedules to help a retail team to achieve its targets Unit Selection
Group C2 Optional Unit
Understand the uses of and constraints upon the staffing schedules for a retail
LO1
team
LO2 Be able to produce staffing schedules for a retail team
Be able to adjust staffing schedules to take account of changing operational
LO3
needs and constraints
Overall unit progress
Group C2 Optional Unit
Unit 73: Monitor and support secure payment point use during trading hours Unit Selection
LO1 Understand the data security risks associated with payment point use
LO2 Be able to monitor and support secure payment point use during trading hours
Overall unit progress
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Level 2 Diploma in Health and Social Care
Learner Progress Tracker
Learner: Name 3
Group A Mandatory Unit
Unit 1: Work effectively in a retail team Unit Selection
Understand how to recognise discrimination, bullying and harassment in own
LO1
workplace
LO2 Be able to work effectively in a retail team Mandatory Unit
LO3 Be able to improve own work performance in a retail team
Overall unit progress
Unit 2: Receive goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of preparing for expected deliveries
LO2 Understand own responsibility for handling goods and materials
LO3 Be able to prepare to receive deliveries in a retail environment
LO4 Be able to receive deliveries into storage in a retail environment
Overall unit progress
Unit 3: Place goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
Understand the requirements for storing goods and materials in a retail
LO1
environment
LO2 Know procedures for resolving problems with storage facilities and equipment
LO3 Be able to place goods and materials into storage in a retail environment
Overall unit progress
Unit 4: Keep stock on sale at required levels in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the relationship between stock levels and demand for stock
LO2 Understand the relationship between stock levels and the quality of stock on sale
LO3 Be able to check the level of stock on sale in a retail environment
LO4 Be able to replenish stock on sale in a retail environment
Overall unit progress
Unit 5: Process customer orders for goods in a retail environment Unit Selection
Understand the importance of customer service in relation to processing
LO1
roup B Optional Unit
customers’ orders
Group B Optional Unit
Understand the correct use of customer information in relation to processing
LO2
customers’ orders
LO3 Be able to find out what customers want to order
LO4 Be able to check the availability of the goods customers want to order
LO5 Be able to process orders for customers
Overall unit progress
Unit 6: Process returned goods in a retail environment Unit Selection
Group B Optional Unit
LO1 Know about rights and responsibilities in relation to returned goods
LO2 Understand the importance of stock control systems
LO3 Be able to help retail customers who need to return goods
LO4 Be able to process returned goods
Overall unit progress
Group B Optional Unit
Unit 7: Assemble products for display in a retail environment Unit Selection
LO1 Be able to assemble products for display in a retail environment
Overall unit progress
Unit 8: Hand-process fish in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand safe working practices in relation to hand-processing fish
Understand the relationship between the anatomy of fish and the way fish are
LO2
hand-processed
LO3 Be able to hand process fish
LO4 Be able to maintain own work area in a condition fit for hand-processing fish
Overall unit progress
Group B Optional Unit
Unit 9: Process greengrocery products for sale in a retail environment Unit Selection
LO1 Be able to prepare greengrocery products for sale
LO2 Be able to replenish displays of greengrocery products
LO3 Be able to maintain the quality of greengrocery products on display
Overall unit progress
Unit 10: Finish meat products by hand in a retail environment Unit Selection
p B Optional Unit
Group B Optional Unit
Be able to check the suitability of meat products for finishing in a retail
LO1
environment
Be able to organise own work area and equipment for finishing meat products in
LO2
a retail environment
LO3 Be able to achieve meat product yield and finish in a retail environment
Overall unit progress
Unit 11: Organise own work to meet a dough production schedule in a retail
Unit Selection
environment
Group B Optional Unit
Understand the importance of maintaining health and safety and food safety
LO1
during dough production
Understand why efficient and effective dough production is important to the
LO2
organisation and its customers
Be able to organise own work to meet a dough production schedule in a retail
LO3
environment
Overall unit progress
Group B Optional Unit
Unit 12: Select, weigh and measure bakery ingredients Unit Selection
LO1 Check quantities of ingredients
LO2 Select ingredients
LO3 Weigh and measure ingredients
Overall unit progress
Group B Optional Unit
Unit 13: Hand-divide, mould and shape fermented dough Unit Selection
LO1 Hand-divide fermented dough to specifications and instructions
LO2 Hand-mould and shape fermented dough
Overall unit progress
Unit 14: Maintain food safety while working with food in a retail environment Unit Selection
Group B Optional Unit
LO1 Know how food in a retail environment can become unsafe for consumers
Know the routine working practices that contribute to food safety in a retail
LO2
environment
LO3 Be able to maintain own work area in a safe condition for working with food
LO4 Be able to work with food in a way that keeps it safe for customers
LO5 Be able to record the condition of food
Overall unit progress
Group B Optional Unit Unit 15: Pick products in a retail environment to fulfil customer orders Unit Selection
LO1 Be able to organise own work to pick orders within a retail environment
LO2 Be able to pick products in a retail environment to meet customer requirements
Be able to prepare picked orders for collection or despatch from a retail
LO3
environment
Overall unit progress
Unit 16: Check stock levels and sort out problems with stock levels in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the purpose of checking stock levels in a retail environment
LO2 Be able to check stock levels in a retail environment as instructed
Be able to deal with or report stock-related problems that arise when checking
LO3
stock levels in a retail environment
Overall unit progress
Unit 17: Maintain moisture levels for crops or plants Unit Selection
LO1 Know why it is important to maintain moisture for crops and plants
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to select, use and maintain equipment
LO5 Be able to maintain moisture levels for crops and plants
LO6 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 18: Provide nutrients to crops or plants Unit Selection
LO1 Know how nutrient requirements vary and their method of application
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to provide nutrients to plants or crops
LO5 Be able to work safely and minimise environmental damage
LO6 Be able to select use and maintain equipment
Overall unit progress
Unit 19: Remove unwanted plant growth to maintain development Unit Selection
LO1 Know the different types of unwanted plant growth
LO2 Know how to maintain plant development
Group B Optional Unit
LO3 Know the types of equipment required and how to maintain them
LO4 Know the current health and safety legislation and environmental good practice
LO5 Be able to select, use and maintain equipment
LO6 Be able to identify unwanted plant growth
LO7 Be able to remove unwanted plant growth
LO8 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 20: Identify and report the presence of pests, diseases and disorders Unit Selection
Group B Optional Unit
LO1 Identify and report the presence of pests, diseases and disorders
LO2 Be able to work safely and minimise environmental damage
LO3 Know how to identify and report the presence of pests, diseases and disorders
LO4 Know relevant health and safety legislation and environmental good practice
Overall unit progress
Unit 21: Finish bake-off food products in a retail environment Unit Selection
Group B Optional Unit
Understand the baking and cooling processes that apply to bake-off food
LO1
products
LO2 Know the legal and organisational requirements that apply to bake-off products
LO3 Be able to finish the baking process of bake-off products in a retail environment
Overall unit progress
Group B Optional Unit
Unit 22: Glaze, coat or decorate bake-off products for sale in a retail environment Unit Selection
Know the legal and organisational requirements that apply when glazing, coating
LO1
and decorating bake-off products in a retail environment
LO2 Be able to glaze, coat and decorate bake-off products in a retail environment
Overall unit progress
Unit 23: Display stock to promote sales to customers in a retail environment Unit Selection
Understand the importance of checking for potential health and safety issues
LO1
before setting up and dismantling displays
LO2 Understand how displays help to promote sales
Group B Optional Unit
LO3 Know about legal requirements for labelling products in a display
Be able to establish the availability of space and other resources needed for a
LO4
display
LO5 Be able to prepare a display area for use in a retail environment
LO6 Be able to set up a display in a retail environment
LO7 Be able to label a display of stock in a retail environment
LO8 Be able to dismantle a display in a retail environment
Overall unit progress
Unit 24: Help customers to choose products in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of focusing on the individual customer’s requirements
LO2 Know how sales are confirmed with the customer and closed
LO3 Be able to find out what products customers may be interested in buying
LO4 Be able to help customers to choose the products that best meet their needs
LO5 Be able to close sales
Overall unit progress
Group B Optional Unit
Unit 25: Carry out promotional campaigns in a retail environment Unit Selection
LO1 Understand opportunities to promote particular products
LO2 Be able to promote products to customers as part of a promotional campaign
LO3 Be able to contribute to the evaluation of a promotional campaign
Overall unit progress
Unit 26: Deal with customer queries and complaints in a retail environment Unit Selection
Group B Optional Unit
Understand how resolving customer queries and complaints contributes to
LO1
customer loyalty and confidence
Understand how to manage angry customers when dealing with customer
LO2
queries and complaints in a retail environment
LO3 Be able to deal with customers’ queries in a retail environment
LO4 Be able to deal with customers’ complaints in a retail environment
Group
Overall unit progress
Unit 27: Demonstrate products to customers in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand how product demonstrations can help to increase sales
Be able to make the preparations needed to ensure a safe and efficient product
LO2
demonstration
Be able to communicate to customers the features and benefits of the products
LO3
being demonstrated
LO4 Be able to tidy the demonstration area when a product demonstration is finished
Overall unit progress
Group B Optional Unit
Unit 28: Process payments for purchases in a retail environment Unit Selection
Understand legal and organisational requirements for processing payments in a
LO1
retail environment
LO2 Be able to process payments for purchases in a retail environment
Overall unit progress
Unit 29: Process applications for credit agreements offered in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the legal aspects of offering credit agreements
LO2 Understand legal aspects of processing credit agreement applications
Be able to process applications for credit agreements offered in a retail
LO3
environment
Overall unit progress
Unit 30: Promote loyalty schemes to customers in a retail environment Unit Selection
Group B Optional Unit
Understand the benefits to the organisation of signing customers up to the
LO1
organisation’s loyalty scheme
Understand the importance of giving customers a good impression when
LO2
promoting the organisation’s loyalty scheme
Be able to communicate to customers the features and benefits of the
LO3
organisation’s loyalty scheme
LO4 Be able to gain customers’ commitment to the organisation’s loyalty scheme
Overall unit progress
Unit 31: Provide a bra fitting service in a retail environment Unit Selection
LO1 Understand what a bra fitting session involves
B Optional Unit
Group B Optional Unit
LO2 Know the features and benefits of different types of bra
LO3 Understand how to prolong the life of a bra
LO4 Know the arrangements for obtaining bras both in and out of stock
LO5 Know how to fit customers for bras
LO6 Be able to find potential customers for the bra fitting service
LO7 Be able to fit customer for bras
Overall unit progress
Unit 32: Follow guidelines for planning and preparing visual merchandising
Unit Selection
displays
LO1 Understand the importance of visual merchandising displays and design briefs
Group B Optional Unit
Understand the selection of approaches and effects in visual merchandising
LO2
displays
Understand the sourcing of merchandise and props to be featured in visual
LO3
merchandising displays
LO4 Be able to plan visual merchandising displays to fulfil a design brief
Be able to source merchandise and props to be featured in visual merchandising
LO5
displays
Overall unit progress
Unit 33: Dress visual merchandising displays to attract customers Unit Selection
Group B Optional Unit
LO1 Understand the purpose of visual merchandising displays
LO2 Understand how visual merchandising displays achieve their intended purposes
LO3 Be able to dress in-store displays and window displays
Overall unit progress
Unit 34: Order and position signage and graphics for visual merchandising
Group B Optional Unit
Unit Selection
displays
LO1 Understand the role of signage and graphics within visual merchandising
LO2 Be able to source signage and graphics to meet visual merchandising needs
LO3 Be able to position signage and graphics to support visual merchandising
Overall unit progress
Unit 35: Dismantle and store props and graphics from visual merchandising
Unit Selection
Group B Optional Unit
displays
Understand the importance of storing props and graphics for future use in visual
LO1
merchandising displays
Group B Optional Un
LO2 Be able to dismantle visual merchandising displays
Be able to store props and graphics from dismantled visual merchandising
LO3
displays
Overall unit progress
Unit 36: Make props and decorate fixtures and panels for visual merchandising
Unit Selection
displays
Group B Optional Unit
LO1 Understand the purpose of props within visual merchandising displays
LO2 Be able to specify requirements for visual merchandising props
LO3 Be able to make props for use in visual merchandising displays
LO4 Be able to decorate fixtures and panels for visual merchandising displays
Overall unit progress
Unit 37: Assemble visual merchandising displays Unit Selection
Group B Optional Unit
LO1 Understand the purpose of layout design
LO2 Know how to interpret instructions for assembling visual merchandising displays
LO3 Be able to assemble visual merchandising displays
Overall unit progress
Unit 38: Follow point-of-sale procedures for age-restricted products in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Know about legislation relating to the retail sale of age-restricted products
Understand the importance of maintaining customer goodwill when requesting
LO2
proof of age
Be able to follow point-of-sale procedures for age-restricted products in a retail
LO3
environment
Overall unit progress
Unit 39: Provide National Lottery products to customers Unit Selection
Group B Optional Unit
LO1 Understand how the National Lottery operates
LO2 Be able to use the service terminal
LO3 Be able to communicate with customers concerning National Lottery products
LO4 Be able to process National Lottery prize payouts
Overall unit progress
p B Optional Unit
Unit 40: Advise customers on the fixing and care of tiles Unit Selection
Group B Optional Unit
LO1 Be able to establish customer requirements for fixing tiles
LO2 Be able to explain to customers how to fix tiles
LO3 Be able to recommend additional products to customers
Overall unit progress
Group B Optional Unit
Unit 41: Cash up in a retail environment Unit Selection
LO1 Be able to cash up accurately in a retail environment
Overall unit progress
Group B Optional Unit
Unit 42: Promote a retail store’s credit card to customers in a retail environment Unit Selection
Understand the importance of promoting a retail store’s credit card to both
LO1
potential and existing holders of the card
LO2 Be able to promote a retail store’s credit card to customers in a retail environment
Overall unit progress
Unit 43: Provide service to customers in a dressing room in a retail environment Unit Selection
Be able to use the dressing room facilities in a retail environment to create sales
Group B Optional Unit
LO1
opportunities
Be able to take measures to minimise stock loss while serving customers in a
LO2
dressing room in a retail environment
Be able to keep dressing room facilities in a retail environment ready for
LO3
customer use
Be able to process unsold merchandise in a dressing room in a retail
LO4
environment
Overall unit progress
Unit 44: Promote food or drink products by offering samples to customers Unit Selection
Group B Optional Unit
Understand the business reasons for offering samples of food or drink to
LO1
customers
LO2 Be able to set up attractive and hygienic displays of food or drink samples
LO3 Be able to interact with customers at a display of food or drink samples
LO4 Be able to dispose of food or drink samples in line with organisational procedures
Overall unit progress
Unit 45: Deliver goods from a retail environment to the customer’s delivery
Unit Selection
Group B Optional Unit address
Understand the role of the delivery person in promoting a positive impression of
LO1
the retail organisation
Be able to prepare to deliver goods from a retail environment to customers’
LO2
delivery addresses
Be able to convey goods from a retail environment to customers’ delivery
LO3
addresses
LO4 Be able to complete deliveries of goods at customers’ delivery addresses
Overall unit progress
Unit 46: Help customers to apply for a retail store’s credit card and associated
Unit Selection
insurance products
Understand the legal requirements relating to informing customers about
LO1
insurance products associated with a retail store’s credit card
Group B Optional Unit
Understand the importance of helping customers to understand the implications
LO2
of applying for a retail store’s credit card and associated insurance products
Understand the legal requirements relating to helping customers to apply for the
LO3
store’s credit card and associated insurance products
Be able to offer customers insurance products associated with the store’s credit
LO4
card
Be able to help customers to apply for a retail store’s credit card and associated
LO5
insurance products
Overall unit progress
Group B Optional Unit
Unit 47: Help customers to choose delicatessen products in a retail environment Unit Selection
LO1 Be able to find out what customers are looking for at the delicatessen counter
LO2 Be able to suggest delicatessen products that meet customer needs
Overall unit progress
Unit 48: Portion delicatessen products to meet customer requirements in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Be able to cut and weigh delicatessen products to meet customer requirements
LO2 Be able to wrap or package portioned delicatessen products for customers
LO3 Be able to maintain the display of a delicatessen counter
Overall unit progress
Unit 49: Merchandise plants and other relevant products Unit Selection
roup B Optional Unit
LO1 Know how to merchandise plants and other products
Group B Optional Unit
LO2 Be able to merchandise plants and other products
LO3 Know how to maintain the condition of plants for sale
LO4 Be able to maintain plants ready for use
Overall unit progress
Unit 50: Demonstrate make-up and skincare products to customers at a beauty
Unit Selection
counter in a retail environment
Understand the commercial value of demonstrating make-up and skincare
LO1
Group B Optional Unit
products
LO2 Understand the elements of a demonstration of make-up and skincare products
Be able to prepare to demonstrate make-up and skincare products to customers
LO3
at a beauty counter in a retail environment
Be able to apply make-up or skincare products to customers as part of a
LO4
demonstration
LO5 Be able to conclude a demonstration of make-up or skincare products
Overall unit progress
Unit 51: Operate a customer record card system on a beauty counter in a retail
Unit Selection
environment
Group B Optional Unit
Understand how to maintain the customer record card system in a retail
LO1
environment
Be able to set up record cards for customers at a beauty counter in a retail
LO2
environment
Be able to use the record card system to recognise opportunities for increasing
LO3
sales at a beauty counter in a retail environment
Overall unit progress
Unit 52: Give customers a positive impression of yourself and your organisation Unit Selection
Group B Optional Unit
LO1 Establish rapport with customers
LO2 Respond appropriately to customers
LO3 Communicate information to customers
Understand how to give customers a positive impression of themselves and the
LO4
organisation
Overall unit progress
Unit 53: Protect own and others’ health and safety when working in a retail
Unit Selection
environment
Group B Optional Unit
LO1 Understand how to promote health and safety in own workplace
LO2 Understand own role in protecting own and others’ health and safety
Group B Optional
LO3 Be able to deal with accidents and emergencies in a retail environment
Be able to protect own and others’ health and safety during day-to-day work
LO4
activities
Overall unit progress
Group B Optional Unit
Unit 54: Reduce security risks in a retail environment Unit Selection
LO1 Know about security risks that can arise in a retail environment
LO2 Be able to reduce security risks in a retail environment
Overall unit progress
Unit 55: Prepare newspapers and magazines for return to merchandisers Unit Selection
Be able to plan own work to prepare newspapers and magazines for return to
Group B Optional Unit
LO1
merchandisers
Be able to gather together newspapers and magazines for return to
LO2
merchandisers
Be able to prepare batches of newspapers and magazines for return to
LO3
merchandisers
Be able to complete the administration associated with magazine and newspaper
LO4
returns
Overall unit progress
Unit 56: Check the accuracy of records of hours worked by staff in a retail
Unit Selection
environment
Understand the importance of maintaining accurate records of the hours worked
Group B Optional Unit
LO1
by staff in a retail environment
Understand the level of service that needs to be provided to colleagues in
LO2
relation to records of the number of hours they have worked
Be able to check the accuracy of records of hours worked by staff in a retail
LO3
environment
Be able to provide information about the number of hours worked by staff in a
LO4
retail environment
Overall unit progress
Group C1 Optional Unit
Unit 57: Sort donated goods for resale or recycling in a retail environment Unit Selection
LO1 Know how to sort donated goods safely
LO2 Be able to sort donated goods for selling or recycling
Overall unit progress
Group C1 Optional Unit Unit 58: Maintain food safety while working with food in a retail environment Unit Selection
Know how own personal hygiene and behaviour contribute to food safety in a
LO1
retail environment
Know how to deal with indicators of potential food safety hazards in a retail
LO2
environment
Be able to keep self and clothes clean while working with food in a retail
LO3
environment
Be able to deal with indicators of potential food safety hazards in a retail
LO4
environment
Overall unit progress
Unit 59: Load orders for despatch from a retail store to customers Unit Selection
Group C1 Optional Unit
LO1 Know why it is important to work safely in the loading area
LO2 Know how own working practices contribute to an efficient delivery service
LO3 Be able to keep loading facilities and equipment in a usable condition
LO4 Be able to ensure that orders are ready for loading
LO5 Be able to load orders into delivery vehicles
Overall unit progress
Unit 60: Provide a counter and takeaway service Unit Selection
Group C1 Optional Unit
LO1 Be able to serve customers at the counter
LO2 Know how to serve customers at the counter
LO3 Be able to maintain counter and service areas
LO4 Know how to maintain counter and service areas
Overall unit progress
Unit 61: Contribute to monitoring and maintaining ease of shopping in a retail
Group C1 Optional Unit
Unit Selection
sales area
LO1 Know how the layout and appearance of the sales floor influences sales
LO2 Be able to maintain own area of the sales floor during trading hours
Be able to report problems that could have a negative effect on the customer
LO3
experience
Overall unit progress
Unit 62: Audit stock levels and stock inventories in a retail environment
Group C2 Optional Unit
Unit Selection
LO1 Be able to implement a stock audit in a retail environment
Group C2 Optional Un
Be able to use the findings of an audit to identify and resolve problems with stock
LO2
levels and stock inventories
LO3 Be able to communicate the results of an audit
Overall unit progress
Group C2 Optional Unit
Unit 63: Manage staff to receive goods in a retail environment Unit Selection
Be able to manage staff to receive and check incoming deliveries of goods in a
LO1
retail environment
Overall unit progress
Unit 64: Organise and monitor the storage of stock in a retail environment Unit Selection
Group C2 Optional Unit
LO1 Understand the causes and prevention of stock loss within storage systems
LO2 Understand the legal and organisational requirements for storing stock
LO3 Be able to organise the use of storage facilities in a retail environment
LO4 Be able to monitor the storage and care of stock in a retail environment
Overall unit progress
Unit 65: Maintain the availability of goods on display in a retail environment to
Unit Selection
promote sales
Group C2 Optional Unit
LO1 Understand how the display of goods can promote sales
LO2 Understand legal and organisational requirements for displaying goods
LO3 Be able to organise staff to display goods for retail sale
LO4 Be able to evaluate the effectiveness of displays
LO5 Be able to maintain the required quantity and quality of goods on display
Overall unit progress
Group C2 Optional Unit
Unit 66: Manage the payment transaction process in a retail environment Unit Selection
LO1 Be able to monitor payment transaction processing in a retail environment
LO2 Be able to manage the operation of payment points in a retail environment
Overall unit progress
Unit 67: Choose merchandise to feature in visual merchandising displays Unit Selection
p C2 Optional Unit
Group C2 Optional Unit
Understand the purpose of featuring merchandise in visual merchandising
LO1
displays
LO2 Be able to evaluate merchandise for its display potential
Be able to liaise with decision makers concerning the merchandise to be featured
LO3
in a display
Overall unit progress
Unit 68: Manage the use of signage and graphics in visual merchandising
Unit Selection
displays
LO1 Understand how signage and graphics are used in visual merchandising displays
Understand the importance of complying with legal requirements relating to the
LO2
use of signage and graphics in visual merchandising
Group C2 Optional Unit
Understand the importance of monitoring the use of signage and graphics in
LO3
visual merchandising displays
Be able to assess the signage and graphics needed for visual merchandising
LO4
displays
Be able to source the signage and graphics needed for visual merchandising
LO5
displays
Be able to co-ordinate the use of signage and graphics in visual merchandising
LO6
displays
Be able to monitor the use of signage and graphics in visual merchandising
LO7
displays
Overall unit progress
Unit 69: Evaluate the effectiveness of visual merchandising displays Unit Selection
Group C2 Optional Unit
Understand the types of evidence used to evaluate the effectiveness of visual
LO1
merchandising displays
Be able to gather information about customers’ responses to visual
LO2
merchandising displays
Be able to analyse information from customers’ responses to evaluate the
LO3
effectiveness of visual merchandising displays
Overall unit progress
Unit 70: Contribute to improving a retail organisation's visual merchandising
Unit Selection
policy
Group C2 Optional Unit
Understand how visual merchandising and visual design can benefit an
LO1
organisation
LO2 Be able to evaluate the organisation’s approach to visual design
LO3 Be able to recommend new ideas for the organisation’s visual design
Be able to support staff putting the organisation’s visual design policy into
LO4
practice
Overall unit progress
Unit 71: Help customers to choose specialist products in a retail environment Unit Selection
Understand commercial awareness in relation to the organisation, its target
Group C2 Optional Unit
LO1
market and product offer
LO2 Understand the specialist products within own area of responsibility
LO3 Be able to initiate and develop a rapport with customers
LO4 Be able to match specialist products to individual customer requirements
Be able to maintain own product knowledge and expertise in relation to specialist
LO5
products
Overall unit progress
Unit 72: Produce staffing schedules to help a retail team to achieve its targets Unit Selection
Group C2 Optional Unit
Understand the uses of and constraints upon the staffing schedules for a retail
LO1
team
LO2 Be able to produce staffing schedules for a retail team
Be able to adjust staffing schedules to take account of changing operational
LO3
needs and constraints
Overall unit progress
Group C2 Optional Unit
Unit 73: Monitor and support secure payment point use during trading hours Unit Selection
LO1 Understand the data security risks associated with payment point use
LO2 Be able to monitor and support secure payment point use during trading hours
Overall unit progress
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Level 2 Diploma in Health and Social Care
Learner Progress Tracker
Learner: Name 4
Group A Mandatory Unit
Unit 1: Work effectively in a retail team Unit Selection
Understand how to recognise discrimination, bullying and harassment in own
LO1
workplace
LO2 Be able to work effectively in a retail team Mandatory Unit
LO3 Be able to improve own work performance in a retail team
Overall unit progress
Unit 2: Receive goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of preparing for expected deliveries
LO2 Understand own responsibility for handling goods and materials
LO3 Be able to prepare to receive deliveries in a retail environment
LO4 Be able to receive deliveries into storage in a retail environment
Overall unit progress
Unit 3: Place goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
Understand the requirements for storing goods and materials in a retail
LO1
environment
LO2 Know procedures for resolving problems with storage facilities and equipment
LO3 Be able to place goods and materials into storage in a retail environment
Overall unit progress
Unit 4: Keep stock on sale at required levels in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the relationship between stock levels and demand for stock
LO2 Understand the relationship between stock levels and the quality of stock on sale
LO3 Be able to check the level of stock on sale in a retail environment
LO4 Be able to replenish stock on sale in a retail environment
Overall unit progress
Unit 5: Process customer orders for goods in a retail environment Unit Selection
Understand the importance of customer service in relation to processing
LO1
roup B Optional Unit
customers’ orders
Group B Optional Unit
Understand the correct use of customer information in relation to processing
LO2
customers’ orders
LO3 Be able to find out what customers want to order
LO4 Be able to check the availability of the goods customers want to order
LO5 Be able to process orders for customers
Overall unit progress
Unit 6: Process returned goods in a retail environment Unit Selection
Group B Optional Unit
LO1 Know about rights and responsibilities in relation to returned goods
LO2 Understand the importance of stock control systems
LO3 Be able to help retail customers who need to return goods
LO4 Be able to process returned goods
Overall unit progress
Group B Optional Unit
Unit 7: Assemble products for display in a retail environment Unit Selection
LO1 Be able to assemble products for display in a retail environment
Overall unit progress
Unit 8: Hand-process fish in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand safe working practices in relation to hand-processing fish
Understand the relationship between the anatomy of fish and the way fish are
LO2
hand-processed
LO3 Be able to hand process fish
LO4 Be able to maintain own work area in a condition fit for hand-processing fish
Overall unit progress
Group B Optional Unit
Unit 9: Process greengrocery products for sale in a retail environment Unit Selection
LO1 Be able to prepare greengrocery products for sale
LO2 Be able to replenish displays of greengrocery products
LO3 Be able to maintain the quality of greengrocery products on display
Overall unit progress
Unit 10: Finish meat products by hand in a retail environment Unit Selection
p B Optional Unit
Group B Optional Unit
Be able to check the suitability of meat products for finishing in a retail
LO1
environment
Be able to organise own work area and equipment for finishing meat products in
LO2
a retail environment
LO3 Be able to achieve meat product yield and finish in a retail environment
Overall unit progress
Unit 11: Organise own work to meet a dough production schedule in a retail
Unit Selection
environment
Group B Optional Unit
Understand the importance of maintaining health and safety and food safety
LO1
during dough production
Understand why efficient and effective dough production is important to the
LO2
organisation and its customers
Be able to organise own work to meet a dough production schedule in a retail
LO3
environment
Overall unit progress
Group B Optional Unit
Unit 12: Select, weigh and measure bakery ingredients Unit Selection
LO1 Check quantities of ingredients
LO2 Select ingredients
LO3 Weigh and measure ingredients
Overall unit progress
Group B Optional Unit
Unit 13: Hand-divide, mould and shape fermented dough Unit Selection
LO1 Hand-divide fermented dough to specifications and instructions
LO2 Hand-mould and shape fermented dough
Overall unit progress
Unit 14: Maintain food safety while working with food in a retail environment Unit Selection
Group B Optional Unit
LO1 Know how food in a retail environment can become unsafe for consumers
Know the routine working practices that contribute to food safety in a retail
LO2
environment
LO3 Be able to maintain own work area in a safe condition for working with food
LO4 Be able to work with food in a way that keeps it safe for customers
LO5 Be able to record the condition of food
Overall unit progress
Group B Optional Unit Unit 15: Pick products in a retail environment to fulfil customer orders Unit Selection
LO1 Be able to organise own work to pick orders within a retail environment
LO2 Be able to pick products in a retail environment to meet customer requirements
Be able to prepare picked orders for collection or despatch from a retail
LO3
environment
Overall unit progress
Unit 16: Check stock levels and sort out problems with stock levels in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the purpose of checking stock levels in a retail environment
LO2 Be able to check stock levels in a retail environment as instructed
Be able to deal with or report stock-related problems that arise when checking
LO3
stock levels in a retail environment
Overall unit progress
Unit 17: Maintain moisture levels for crops or plants Unit Selection
LO1 Know why it is important to maintain moisture for crops and plants
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to select, use and maintain equipment
LO5 Be able to maintain moisture levels for crops and plants
LO6 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 18: Provide nutrients to crops or plants Unit Selection
LO1 Know how nutrient requirements vary and their method of application
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to provide nutrients to plants or crops
LO5 Be able to work safely and minimise environmental damage
LO6 Be able to select use and maintain equipment
Overall unit progress
Unit 19: Remove unwanted plant growth to maintain development Unit Selection
LO1 Know the different types of unwanted plant growth
LO2 Know how to maintain plant development
Group B Optional Unit
LO3 Know the types of equipment required and how to maintain them
LO4 Know the current health and safety legislation and environmental good practice
LO5 Be able to select, use and maintain equipment
LO6 Be able to identify unwanted plant growth
LO7 Be able to remove unwanted plant growth
LO8 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 20: Identify and report the presence of pests, diseases and disorders Unit Selection
Group B Optional Unit
LO1 Identify and report the presence of pests, diseases and disorders
LO2 Be able to work safely and minimise environmental damage
LO3 Know how to identify and report the presence of pests, diseases and disorders
LO4 Know relevant health and safety legislation and environmental good practice
Overall unit progress
Unit 21: Finish bake-off food products in a retail environment Unit Selection
Group B Optional Unit
Understand the baking and cooling processes that apply to bake-off food
LO1
products
LO2 Know the legal and organisational requirements that apply to bake-off products
LO3 Be able to finish the baking process of bake-off products in a retail environment
Overall unit progress
Group B Optional Unit
Unit 22: Glaze, coat or decorate bake-off products for sale in a retail environment Unit Selection
Know the legal and organisational requirements that apply when glazing, coating
LO1
and decorating bake-off products in a retail environment
LO2 Be able to glaze, coat and decorate bake-off products in a retail environment
Overall unit progress
Unit 23: Display stock to promote sales to customers in a retail environment Unit Selection
Understand the importance of checking for potential health and safety issues
LO1
before setting up and dismantling displays
LO2 Understand how displays help to promote sales
Group B Optional Unit
LO3 Know about legal requirements for labelling products in a display
Be able to establish the availability of space and other resources needed for a
LO4
display
LO5 Be able to prepare a display area for use in a retail environment
LO6 Be able to set up a display in a retail environment
LO7 Be able to label a display of stock in a retail environment
LO8 Be able to dismantle a display in a retail environment
Overall unit progress
Unit 24: Help customers to choose products in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of focusing on the individual customer’s requirements
LO2 Know how sales are confirmed with the customer and closed
LO3 Be able to find out what products customers may be interested in buying
LO4 Be able to help customers to choose the products that best meet their needs
LO5 Be able to close sales
Overall unit progress
Group B Optional Unit
Unit 25: Carry out promotional campaigns in a retail environment Unit Selection
LO1 Understand opportunities to promote particular products
LO2 Be able to promote products to customers as part of a promotional campaign
LO3 Be able to contribute to the evaluation of a promotional campaign
Overall unit progress
Unit 26: Deal with customer queries and complaints in a retail environment Unit Selection
Group B Optional Unit
Understand how resolving customer queries and complaints contributes to
LO1
customer loyalty and confidence
Understand how to manage angry customers when dealing with customer
LO2
queries and complaints in a retail environment
LO3 Be able to deal with customers’ queries in a retail environment
LO4 Be able to deal with customers’ complaints in a retail environment
Group
Overall unit progress
Unit 27: Demonstrate products to customers in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand how product demonstrations can help to increase sales
Be able to make the preparations needed to ensure a safe and efficient product
LO2
demonstration
Be able to communicate to customers the features and benefits of the products
LO3
being demonstrated
LO4 Be able to tidy the demonstration area when a product demonstration is finished
Overall unit progress
Group B Optional Unit
Unit 28: Process payments for purchases in a retail environment Unit Selection
Understand legal and organisational requirements for processing payments in a
LO1
retail environment
LO2 Be able to process payments for purchases in a retail environment
Overall unit progress
Unit 29: Process applications for credit agreements offered in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the legal aspects of offering credit agreements
LO2 Understand legal aspects of processing credit agreement applications
Be able to process applications for credit agreements offered in a retail
LO3
environment
Overall unit progress
Unit 30: Promote loyalty schemes to customers in a retail environment Unit Selection
Group B Optional Unit
Understand the benefits to the organisation of signing customers up to the
LO1
organisation’s loyalty scheme
Understand the importance of giving customers a good impression when
LO2
promoting the organisation’s loyalty scheme
Be able to communicate to customers the features and benefits of the
LO3
organisation’s loyalty scheme
LO4 Be able to gain customers’ commitment to the organisation’s loyalty scheme
Overall unit progress
Unit 31: Provide a bra fitting service in a retail environment Unit Selection
LO1 Understand what a bra fitting session involves
B Optional Unit
Group B Optional Unit
LO2 Know the features and benefits of different types of bra
LO3 Understand how to prolong the life of a bra
LO4 Know the arrangements for obtaining bras both in and out of stock
LO5 Know how to fit customers for bras
LO6 Be able to find potential customers for the bra fitting service
LO7 Be able to fit customer for bras
Overall unit progress
Unit 32: Follow guidelines for planning and preparing visual merchandising
Unit Selection
displays
LO1 Understand the importance of visual merchandising displays and design briefs
Group B Optional Unit
Understand the selection of approaches and effects in visual merchandising
LO2
displays
Understand the sourcing of merchandise and props to be featured in visual
LO3
merchandising displays
LO4 Be able to plan visual merchandising displays to fulfil a design brief
Be able to source merchandise and props to be featured in visual merchandising
LO5
displays
Overall unit progress
Unit 33: Dress visual merchandising displays to attract customers Unit Selection
Group B Optional Unit
LO1 Understand the purpose of visual merchandising displays
LO2 Understand how visual merchandising displays achieve their intended purposes
LO3 Be able to dress in-store displays and window displays
Overall unit progress
Unit 34: Order and position signage and graphics for visual merchandising
Group B Optional Unit
Unit Selection
displays
LO1 Understand the role of signage and graphics within visual merchandising
LO2 Be able to source signage and graphics to meet visual merchandising needs
LO3 Be able to position signage and graphics to support visual merchandising
Overall unit progress
Unit 35: Dismantle and store props and graphics from visual merchandising
Unit Selection
Group B Optional Unit
displays
Understand the importance of storing props and graphics for future use in visual
LO1
merchandising displays
Group B Optional Un
LO2 Be able to dismantle visual merchandising displays
Be able to store props and graphics from dismantled visual merchandising
LO3
displays
Overall unit progress
Unit 36: Make props and decorate fixtures and panels for visual merchandising
Unit Selection
displays
Group B Optional Unit
LO1 Understand the purpose of props within visual merchandising displays
LO2 Be able to specify requirements for visual merchandising props
LO3 Be able to make props for use in visual merchandising displays
LO4 Be able to decorate fixtures and panels for visual merchandising displays
Overall unit progress
Unit 37: Assemble visual merchandising displays Unit Selection
Group B Optional Unit
LO1 Understand the purpose of layout design
LO2 Know how to interpret instructions for assembling visual merchandising displays
LO3 Be able to assemble visual merchandising displays
Overall unit progress
Unit 38: Follow point-of-sale procedures for age-restricted products in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Know about legislation relating to the retail sale of age-restricted products
Understand the importance of maintaining customer goodwill when requesting
LO2
proof of age
Be able to follow point-of-sale procedures for age-restricted products in a retail
LO3
environment
Overall unit progress
Unit 39: Provide National Lottery products to customers Unit Selection
Group B Optional Unit
LO1 Understand how the National Lottery operates
LO2 Be able to use the service terminal
LO3 Be able to communicate with customers concerning National Lottery products
LO4 Be able to process National Lottery prize payouts
Overall unit progress
p B Optional Unit
Unit 40: Advise customers on the fixing and care of tiles Unit Selection
Group B Optional Unit
LO1 Be able to establish customer requirements for fixing tiles
LO2 Be able to explain to customers how to fix tiles
LO3 Be able to recommend additional products to customers
Overall unit progress
Group B Optional Unit
Unit 41: Cash up in a retail environment Unit Selection
LO1 Be able to cash up accurately in a retail environment
Overall unit progress
Group B Optional Unit
Unit 42: Promote a retail store’s credit card to customers in a retail environment Unit Selection
Understand the importance of promoting a retail store’s credit card to both
LO1
potential and existing holders of the card
LO2 Be able to promote a retail store’s credit card to customers in a retail environment
Overall unit progress
Unit 43: Provide service to customers in a dressing room in a retail environment Unit Selection
Be able to use the dressing room facilities in a retail environment to create sales
Group B Optional Unit
LO1
opportunities
Be able to take measures to minimise stock loss while serving customers in a
LO2
dressing room in a retail environment
Be able to keep dressing room facilities in a retail environment ready for
LO3
customer use
Be able to process unsold merchandise in a dressing room in a retail
LO4
environment
Overall unit progress
Unit 44: Promote food or drink products by offering samples to customers Unit Selection
Group B Optional Unit
Understand the business reasons for offering samples of food or drink to
LO1
customers
LO2 Be able to set up attractive and hygienic displays of food or drink samples
LO3 Be able to interact with customers at a display of food or drink samples
LO4 Be able to dispose of food or drink samples in line with organisational procedures
Overall unit progress
Unit 45: Deliver goods from a retail environment to the customer’s delivery
Unit Selection
Group B Optional Unit address
Understand the role of the delivery person in promoting a positive impression of
LO1
the retail organisation
Be able to prepare to deliver goods from a retail environment to customers’
LO2
delivery addresses
Be able to convey goods from a retail environment to customers’ delivery
LO3
addresses
LO4 Be able to complete deliveries of goods at customers’ delivery addresses
Overall unit progress
Unit 46: Help customers to apply for a retail store’s credit card and associated
Unit Selection
insurance products
Understand the legal requirements relating to informing customers about
LO1
insurance products associated with a retail store’s credit card
Group B Optional Unit
Understand the importance of helping customers to understand the implications
LO2
of applying for a retail store’s credit card and associated insurance products
Understand the legal requirements relating to helping customers to apply for the
LO3
store’s credit card and associated insurance products
Be able to offer customers insurance products associated with the store’s credit
LO4
card
Be able to help customers to apply for a retail store’s credit card and associated
LO5
insurance products
Overall unit progress
Group B Optional Unit
Unit 47: Help customers to choose delicatessen products in a retail environment Unit Selection
LO1 Be able to find out what customers are looking for at the delicatessen counter
LO2 Be able to suggest delicatessen products that meet customer needs
Overall unit progress
Unit 48: Portion delicatessen products to meet customer requirements in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Be able to cut and weigh delicatessen products to meet customer requirements
LO2 Be able to wrap or package portioned delicatessen products for customers
LO3 Be able to maintain the display of a delicatessen counter
Overall unit progress
Unit 49: Merchandise plants and other relevant products Unit Selection
roup B Optional Unit
LO1 Know how to merchandise plants and other products
Group B Optional Unit
LO2 Be able to merchandise plants and other products
LO3 Know how to maintain the condition of plants for sale
LO4 Be able to maintain plants ready for use
Overall unit progress
Unit 50: Demonstrate make-up and skincare products to customers at a beauty
Unit Selection
counter in a retail environment
Understand the commercial value of demonstrating make-up and skincare
LO1
Group B Optional Unit
products
LO2 Understand the elements of a demonstration of make-up and skincare products
Be able to prepare to demonstrate make-up and skincare products to customers
LO3
at a beauty counter in a retail environment
Be able to apply make-up or skincare products to customers as part of a
LO4
demonstration
LO5 Be able to conclude a demonstration of make-up or skincare products
Overall unit progress
Unit 51: Operate a customer record card system on a beauty counter in a retail
Unit Selection
environment
Group B Optional Unit
Understand how to maintain the customer record card system in a retail
LO1
environment
Be able to set up record cards for customers at a beauty counter in a retail
LO2
environment
Be able to use the record card system to recognise opportunities for increasing
LO3
sales at a beauty counter in a retail environment
Overall unit progress
Unit 52: Give customers a positive impression of yourself and your organisation Unit Selection
Group B Optional Unit
LO1 Establish rapport with customers
LO2 Respond appropriately to customers
LO3 Communicate information to customers
Understand how to give customers a positive impression of themselves and the
LO4
organisation
Overall unit progress
Unit 53: Protect own and others’ health and safety when working in a retail
Unit Selection
environment
Group B Optional Unit
LO1 Understand how to promote health and safety in own workplace
LO2 Understand own role in protecting own and others’ health and safety
Group B Optional
LO3 Be able to deal with accidents and emergencies in a retail environment
Be able to protect own and others’ health and safety during day-to-day work
LO4
activities
Overall unit progress
Group B Optional Unit
Unit 54: Reduce security risks in a retail environment Unit Selection
LO1 Know about security risks that can arise in a retail environment
LO2 Be able to reduce security risks in a retail environment
Overall unit progress
Unit 55: Prepare newspapers and magazines for return to merchandisers Unit Selection
Be able to plan own work to prepare newspapers and magazines for return to
Group B Optional Unit
LO1
merchandisers
Be able to gather together newspapers and magazines for return to
LO2
merchandisers
Be able to prepare batches of newspapers and magazines for return to
LO3
merchandisers
Be able to complete the administration associated with magazine and newspaper
LO4
returns
Overall unit progress
Unit 56: Check the accuracy of records of hours worked by staff in a retail
Unit Selection
environment
Understand the importance of maintaining accurate records of the hours worked
Group B Optional Unit
LO1
by staff in a retail environment
Understand the level of service that needs to be provided to colleagues in
LO2
relation to records of the number of hours they have worked
Be able to check the accuracy of records of hours worked by staff in a retail
LO3
environment
Be able to provide information about the number of hours worked by staff in a
LO4
retail environment
Overall unit progress
Group C1 Optional Unit
Unit 57: Sort donated goods for resale or recycling in a retail environment Unit Selection
LO1 Know how to sort donated goods safely
LO2 Be able to sort donated goods for selling or recycling
Overall unit progress
Group C1 Optional Unit Unit 58: Maintain food safety while working with food in a retail environment Unit Selection
Know how own personal hygiene and behaviour contribute to food safety in a
LO1
retail environment
Know how to deal with indicators of potential food safety hazards in a retail
LO2
environment
Be able to keep self and clothes clean while working with food in a retail
LO3
environment
Be able to deal with indicators of potential food safety hazards in a retail
LO4
environment
Overall unit progress
Unit 59: Load orders for despatch from a retail store to customers Unit Selection
Group C1 Optional Unit
LO1 Know why it is important to work safely in the loading area
LO2 Know how own working practices contribute to an efficient delivery service
LO3 Be able to keep loading facilities and equipment in a usable condition
LO4 Be able to ensure that orders are ready for loading
LO5 Be able to load orders into delivery vehicles
Overall unit progress
Unit 60: Provide a counter and takeaway service Unit Selection
Group C1 Optional Unit
LO1 Be able to serve customers at the counter
LO2 Know how to serve customers at the counter
LO3 Be able to maintain counter and service areas
LO4 Know how to maintain counter and service areas
Overall unit progress
Unit 61: Contribute to monitoring and maintaining ease of shopping in a retail
Group C1 Optional Unit
Unit Selection
sales area
LO1 Know how the layout and appearance of the sales floor influences sales
LO2 Be able to maintain own area of the sales floor during trading hours
Be able to report problems that could have a negative effect on the customer
LO3
experience
Overall unit progress
Unit 62: Audit stock levels and stock inventories in a retail environment
Group C2 Optional Unit
Unit Selection
LO1 Be able to implement a stock audit in a retail environment
Group C2 Optional Un
Be able to use the findings of an audit to identify and resolve problems with stock
LO2
levels and stock inventories
LO3 Be able to communicate the results of an audit
Overall unit progress
Group C2 Optional Unit
Unit 63: Manage staff to receive goods in a retail environment Unit Selection
Be able to manage staff to receive and check incoming deliveries of goods in a
LO1
retail environment
Overall unit progress
Unit 64: Organise and monitor the storage of stock in a retail environment Unit Selection
Group C2 Optional Unit
LO1 Understand the causes and prevention of stock loss within storage systems
LO2 Understand the legal and organisational requirements for storing stock
LO3 Be able to organise the use of storage facilities in a retail environment
LO4 Be able to monitor the storage and care of stock in a retail environment
Overall unit progress
Unit 65: Maintain the availability of goods on display in a retail environment to
Unit Selection
promote sales
Group C2 Optional Unit
LO1 Understand how the display of goods can promote sales
LO2 Understand legal and organisational requirements for displaying goods
LO3 Be able to organise staff to display goods for retail sale
LO4 Be able to evaluate the effectiveness of displays
LO5 Be able to maintain the required quantity and quality of goods on display
Overall unit progress
Group C2 Optional Unit
Unit 66: Manage the payment transaction process in a retail environment Unit Selection
LO1 Be able to monitor payment transaction processing in a retail environment
LO2 Be able to manage the operation of payment points in a retail environment
Overall unit progress
Unit 67: Choose merchandise to feature in visual merchandising displays Unit Selection
p C2 Optional Unit
Group C2 Optional Unit
Understand the purpose of featuring merchandise in visual merchandising
LO1
displays
LO2 Be able to evaluate merchandise for its display potential
Be able to liaise with decision makers concerning the merchandise to be featured
LO3
in a display
Overall unit progress
Unit 68: Manage the use of signage and graphics in visual merchandising
Unit Selection
displays
LO1 Understand how signage and graphics are used in visual merchandising displays
Understand the importance of complying with legal requirements relating to the
LO2
use of signage and graphics in visual merchandising
Group C2 Optional Unit
Understand the importance of monitoring the use of signage and graphics in
LO3
visual merchandising displays
Be able to assess the signage and graphics needed for visual merchandising
LO4
displays
Be able to source the signage and graphics needed for visual merchandising
LO5
displays
Be able to co-ordinate the use of signage and graphics in visual merchandising
LO6
displays
Be able to monitor the use of signage and graphics in visual merchandising
LO7
displays
Overall unit progress
Unit 69: Evaluate the effectiveness of visual merchandising displays Unit Selection
Group C2 Optional Unit
Understand the types of evidence used to evaluate the effectiveness of visual
LO1
merchandising displays
Be able to gather information about customers’ responses to visual
LO2
merchandising displays
Be able to analyse information from customers’ responses to evaluate the
LO3
effectiveness of visual merchandising displays
Overall unit progress
Unit 70: Contribute to improving a retail organisation's visual merchandising
Unit Selection
policy
Group C2 Optional Unit
Understand how visual merchandising and visual design can benefit an
LO1
organisation
LO2 Be able to evaluate the organisation’s approach to visual design
LO3 Be able to recommend new ideas for the organisation’s visual design
Be able to support staff putting the organisation’s visual design policy into
LO4
practice
Overall unit progress
Unit 71: Help customers to choose specialist products in a retail environment Unit Selection
Understand commercial awareness in relation to the organisation, its target
Group C2 Optional Unit
LO1
market and product offer
LO2 Understand the specialist products within own area of responsibility
LO3 Be able to initiate and develop a rapport with customers
LO4 Be able to match specialist products to individual customer requirements
Be able to maintain own product knowledge and expertise in relation to specialist
LO5
products
Overall unit progress
Unit 72: Produce staffing schedules to help a retail team to achieve its targets Unit Selection
Group C2 Optional Unit
Understand the uses of and constraints upon the staffing schedules for a retail
LO1
team
LO2 Be able to produce staffing schedules for a retail team
Be able to adjust staffing schedules to take account of changing operational
LO3
needs and constraints
Overall unit progress
Group C2 Optional Unit
Unit 73: Monitor and support secure payment point use during trading hours Unit Selection
LO1 Understand the data security risks associated with payment point use
LO2 Be able to monitor and support secure payment point use during trading hours
Overall unit progress
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Level 2 Diploma in Health and Social Care
Learner Progress Tracker
Learner: Name 5
Group A Mandatory Unit
Unit 1: Work effectively in a retail team Unit Selection
Understand how to recognise discrimination, bullying and harassment in own
LO1
workplace
LO2 Be able to work effectively in a retail team Mandatory Unit
LO3 Be able to improve own work performance in a retail team
Overall unit progress
Unit 2: Receive goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of preparing for expected deliveries
LO2 Understand own responsibility for handling goods and materials
LO3 Be able to prepare to receive deliveries in a retail environment
LO4 Be able to receive deliveries into storage in a retail environment
Overall unit progress
Unit 3: Place goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
Understand the requirements for storing goods and materials in a retail
LO1
environment
LO2 Know procedures for resolving problems with storage facilities and equipment
LO3 Be able to place goods and materials into storage in a retail environment
Overall unit progress
Unit 4: Keep stock on sale at required levels in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the relationship between stock levels and demand for stock
LO2 Understand the relationship between stock levels and the quality of stock on sale
LO3 Be able to check the level of stock on sale in a retail environment
LO4 Be able to replenish stock on sale in a retail environment
Overall unit progress
Unit 5: Process customer orders for goods in a retail environment Unit Selection
Understand the importance of customer service in relation to processing
LO1
roup B Optional Unit
customers’ orders
Group B Optional Unit
Understand the correct use of customer information in relation to processing
LO2
customers’ orders
LO3 Be able to find out what customers want to order
LO4 Be able to check the availability of the goods customers want to order
LO5 Be able to process orders for customers
Overall unit progress
Unit 6: Process returned goods in a retail environment Unit Selection
Group B Optional Unit
LO1 Know about rights and responsibilities in relation to returned goods
LO2 Understand the importance of stock control systems
LO3 Be able to help retail customers who need to return goods
LO4 Be able to process returned goods
Overall unit progress
Group B Optional Unit
Unit 7: Assemble products for display in a retail environment Unit Selection
LO1 Be able to assemble products for display in a retail environment
Overall unit progress
Unit 8: Hand-process fish in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand safe working practices in relation to hand-processing fish
Understand the relationship between the anatomy of fish and the way fish are
LO2
hand-processed
LO3 Be able to hand process fish
LO4 Be able to maintain own work area in a condition fit for hand-processing fish
Overall unit progress
Group B Optional Unit
Unit 9: Process greengrocery products for sale in a retail environment Unit Selection
LO1 Be able to prepare greengrocery products for sale
LO2 Be able to replenish displays of greengrocery products
LO3 Be able to maintain the quality of greengrocery products on display
Overall unit progress
Unit 10: Finish meat products by hand in a retail environment Unit Selection
p B Optional Unit
Group B Optional Unit
Be able to check the suitability of meat products for finishing in a retail
LO1
environment
Be able to organise own work area and equipment for finishing meat products in
LO2
a retail environment
LO3 Be able to achieve meat product yield and finish in a retail environment
Overall unit progress
Unit 11: Organise own work to meet a dough production schedule in a retail
Unit Selection
environment
Group B Optional Unit
Understand the importance of maintaining health and safety and food safety
LO1
during dough production
Understand why efficient and effective dough production is important to the
LO2
organisation and its customers
Be able to organise own work to meet a dough production schedule in a retail
LO3
environment
Overall unit progress
Group B Optional Unit
Unit 12: Select, weigh and measure bakery ingredients Unit Selection
LO1 Check quantities of ingredients
LO2 Select ingredients
LO3 Weigh and measure ingredients
Overall unit progress
Group B Optional Unit
Unit 13: Hand-divide, mould and shape fermented dough Unit Selection
LO1 Hand-divide fermented dough to specifications and instructions
LO2 Hand-mould and shape fermented dough
Overall unit progress
Unit 14: Maintain food safety while working with food in a retail environment Unit Selection
Group B Optional Unit
LO1 Know how food in a retail environment can become unsafe for consumers
Know the routine working practices that contribute to food safety in a retail
LO2
environment
LO3 Be able to maintain own work area in a safe condition for working with food
LO4 Be able to work with food in a way that keeps it safe for customers
LO5 Be able to record the condition of food
Overall unit progress
Group B Optional Unit Unit 15: Pick products in a retail environment to fulfil customer orders Unit Selection
LO1 Be able to organise own work to pick orders within a retail environment
LO2 Be able to pick products in a retail environment to meet customer requirements
Be able to prepare picked orders for collection or despatch from a retail
LO3
environment
Overall unit progress
Unit 16: Check stock levels and sort out problems with stock levels in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the purpose of checking stock levels in a retail environment
LO2 Be able to check stock levels in a retail environment as instructed
Be able to deal with or report stock-related problems that arise when checking
LO3
stock levels in a retail environment
Overall unit progress
Unit 17: Maintain moisture levels for crops or plants Unit Selection
LO1 Know why it is important to maintain moisture for crops and plants
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to select, use and maintain equipment
LO5 Be able to maintain moisture levels for crops and plants
LO6 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 18: Provide nutrients to crops or plants Unit Selection
LO1 Know how nutrient requirements vary and their method of application
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to provide nutrients to plants or crops
LO5 Be able to work safely and minimise environmental damage
LO6 Be able to select use and maintain equipment
Overall unit progress
Unit 19: Remove unwanted plant growth to maintain development Unit Selection
LO1 Know the different types of unwanted plant growth
LO2 Know how to maintain plant development
Group B Optional Unit
LO3 Know the types of equipment required and how to maintain them
LO4 Know the current health and safety legislation and environmental good practice
LO5 Be able to select, use and maintain equipment
LO6 Be able to identify unwanted plant growth
LO7 Be able to remove unwanted plant growth
LO8 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 20: Identify and report the presence of pests, diseases and disorders Unit Selection
Group B Optional Unit
LO1 Identify and report the presence of pests, diseases and disorders
LO2 Be able to work safely and minimise environmental damage
LO3 Know how to identify and report the presence of pests, diseases and disorders
LO4 Know relevant health and safety legislation and environmental good practice
Overall unit progress
Unit 21: Finish bake-off food products in a retail environment Unit Selection
Group B Optional Unit
Understand the baking and cooling processes that apply to bake-off food
LO1
products
LO2 Know the legal and organisational requirements that apply to bake-off products
LO3 Be able to finish the baking process of bake-off products in a retail environment
Overall unit progress
Group B Optional Unit
Unit 22: Glaze, coat or decorate bake-off products for sale in a retail environment Unit Selection
Know the legal and organisational requirements that apply when glazing, coating
LO1
and decorating bake-off products in a retail environment
LO2 Be able to glaze, coat and decorate bake-off products in a retail environment
Overall unit progress
Unit 23: Display stock to promote sales to customers in a retail environment Unit Selection
Understand the importance of checking for potential health and safety issues
LO1
before setting up and dismantling displays
LO2 Understand how displays help to promote sales
Group B Optional Unit
LO3 Know about legal requirements for labelling products in a display
Be able to establish the availability of space and other resources needed for a
LO4
display
LO5 Be able to prepare a display area for use in a retail environment
LO6 Be able to set up a display in a retail environment
LO7 Be able to label a display of stock in a retail environment
LO8 Be able to dismantle a display in a retail environment
Overall unit progress
Unit 24: Help customers to choose products in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of focusing on the individual customer’s requirements
LO2 Know how sales are confirmed with the customer and closed
LO3 Be able to find out what products customers may be interested in buying
LO4 Be able to help customers to choose the products that best meet their needs
LO5 Be able to close sales
Overall unit progress
Group B Optional Unit
Unit 25: Carry out promotional campaigns in a retail environment Unit Selection
LO1 Understand opportunities to promote particular products
LO2 Be able to promote products to customers as part of a promotional campaign
LO3 Be able to contribute to the evaluation of a promotional campaign
Overall unit progress
Unit 26: Deal with customer queries and complaints in a retail environment Unit Selection
Group B Optional Unit
Understand how resolving customer queries and complaints contributes to
LO1
customer loyalty and confidence
Understand how to manage angry customers when dealing with customer
LO2
queries and complaints in a retail environment
LO3 Be able to deal with customers’ queries in a retail environment
LO4 Be able to deal with customers’ complaints in a retail environment
Group
Overall unit progress
Unit 27: Demonstrate products to customers in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand how product demonstrations can help to increase sales
Be able to make the preparations needed to ensure a safe and efficient product
LO2
demonstration
Be able to communicate to customers the features and benefits of the products
LO3
being demonstrated
LO4 Be able to tidy the demonstration area when a product demonstration is finished
Overall unit progress
Group B Optional Unit
Unit 28: Process payments for purchases in a retail environment Unit Selection
Understand legal and organisational requirements for processing payments in a
LO1
retail environment
LO2 Be able to process payments for purchases in a retail environment
Overall unit progress
Unit 29: Process applications for credit agreements offered in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the legal aspects of offering credit agreements
LO2 Understand legal aspects of processing credit agreement applications
Be able to process applications for credit agreements offered in a retail
LO3
environment
Overall unit progress
Unit 30: Promote loyalty schemes to customers in a retail environment Unit Selection
Group B Optional Unit
Understand the benefits to the organisation of signing customers up to the
LO1
organisation’s loyalty scheme
Understand the importance of giving customers a good impression when
LO2
promoting the organisation’s loyalty scheme
Be able to communicate to customers the features and benefits of the
LO3
organisation’s loyalty scheme
LO4 Be able to gain customers’ commitment to the organisation’s loyalty scheme
Overall unit progress
Unit 31: Provide a bra fitting service in a retail environment Unit Selection
LO1 Understand what a bra fitting session involves
B Optional Unit
Group B Optional Unit
LO2 Know the features and benefits of different types of bra
LO3 Understand how to prolong the life of a bra
LO4 Know the arrangements for obtaining bras both in and out of stock
LO5 Know how to fit customers for bras
LO6 Be able to find potential customers for the bra fitting service
LO7 Be able to fit customer for bras
Overall unit progress
Unit 32: Follow guidelines for planning and preparing visual merchandising
Unit Selection
displays
LO1 Understand the importance of visual merchandising displays and design briefs
Group B Optional Unit
Understand the selection of approaches and effects in visual merchandising
LO2
displays
Understand the sourcing of merchandise and props to be featured in visual
LO3
merchandising displays
LO4 Be able to plan visual merchandising displays to fulfil a design brief
Be able to source merchandise and props to be featured in visual merchandising
LO5
displays
Overall unit progress
Unit 33: Dress visual merchandising displays to attract customers Unit Selection
Group B Optional Unit
LO1 Understand the purpose of visual merchandising displays
LO2 Understand how visual merchandising displays achieve their intended purposes
LO3 Be able to dress in-store displays and window displays
Overall unit progress
Unit 34: Order and position signage and graphics for visual merchandising
Group B Optional Unit
Unit Selection
displays
LO1 Understand the role of signage and graphics within visual merchandising
LO2 Be able to source signage and graphics to meet visual merchandising needs
LO3 Be able to position signage and graphics to support visual merchandising
Overall unit progress
Unit 35: Dismantle and store props and graphics from visual merchandising
Unit Selection
Group B Optional Unit
displays
Understand the importance of storing props and graphics for future use in visual
LO1
merchandising displays
Group B Optional Un
LO2 Be able to dismantle visual merchandising displays
Be able to store props and graphics from dismantled visual merchandising
LO3
displays
Overall unit progress
Unit 36: Make props and decorate fixtures and panels for visual merchandising
Unit Selection
displays
Group B Optional Unit
LO1 Understand the purpose of props within visual merchandising displays
LO2 Be able to specify requirements for visual merchandising props
LO3 Be able to make props for use in visual merchandising displays
LO4 Be able to decorate fixtures and panels for visual merchandising displays
Overall unit progress
Unit 37: Assemble visual merchandising displays Unit Selection
Group B Optional Unit
LO1 Understand the purpose of layout design
LO2 Know how to interpret instructions for assembling visual merchandising displays
LO3 Be able to assemble visual merchandising displays
Overall unit progress
Unit 38: Follow point-of-sale procedures for age-restricted products in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Know about legislation relating to the retail sale of age-restricted products
Understand the importance of maintaining customer goodwill when requesting
LO2
proof of age
Be able to follow point-of-sale procedures for age-restricted products in a retail
LO3
environment
Overall unit progress
Unit 39: Provide National Lottery products to customers Unit Selection
Group B Optional Unit
LO1 Understand how the National Lottery operates
LO2 Be able to use the service terminal
LO3 Be able to communicate with customers concerning National Lottery products
LO4 Be able to process National Lottery prize payouts
Overall unit progress
p B Optional Unit
Unit 40: Advise customers on the fixing and care of tiles Unit Selection
Group B Optional Unit
LO1 Be able to establish customer requirements for fixing tiles
LO2 Be able to explain to customers how to fix tiles
LO3 Be able to recommend additional products to customers
Overall unit progress
Group B Optional Unit
Unit 41: Cash up in a retail environment Unit Selection
LO1 Be able to cash up accurately in a retail environment
Overall unit progress
Group B Optional Unit
Unit 42: Promote a retail store’s credit card to customers in a retail environment Unit Selection
Understand the importance of promoting a retail store’s credit card to both
LO1
potential and existing holders of the card
LO2 Be able to promote a retail store’s credit card to customers in a retail environment
Overall unit progress
Unit 43: Provide service to customers in a dressing room in a retail environment Unit Selection
Be able to use the dressing room facilities in a retail environment to create sales
Group B Optional Unit
LO1
opportunities
Be able to take measures to minimise stock loss while serving customers in a
LO2
dressing room in a retail environment
Be able to keep dressing room facilities in a retail environment ready for
LO3
customer use
Be able to process unsold merchandise in a dressing room in a retail
LO4
environment
Overall unit progress
Unit 44: Promote food or drink products by offering samples to customers Unit Selection
Group B Optional Unit
Understand the business reasons for offering samples of food or drink to
LO1
customers
LO2 Be able to set up attractive and hygienic displays of food or drink samples
LO3 Be able to interact with customers at a display of food or drink samples
LO4 Be able to dispose of food or drink samples in line with organisational procedures
Overall unit progress
Unit 45: Deliver goods from a retail environment to the customer’s delivery
Unit Selection
Group B Optional Unit address
Understand the role of the delivery person in promoting a positive impression of
LO1
the retail organisation
Be able to prepare to deliver goods from a retail environment to customers’
LO2
delivery addresses
Be able to convey goods from a retail environment to customers’ delivery
LO3
addresses
LO4 Be able to complete deliveries of goods at customers’ delivery addresses
Overall unit progress
Unit 46: Help customers to apply for a retail store’s credit card and associated
Unit Selection
insurance products
Understand the legal requirements relating to informing customers about
LO1
insurance products associated with a retail store’s credit card
Group B Optional Unit
Understand the importance of helping customers to understand the implications
LO2
of applying for a retail store’s credit card and associated insurance products
Understand the legal requirements relating to helping customers to apply for the
LO3
store’s credit card and associated insurance products
Be able to offer customers insurance products associated with the store’s credit
LO4
card
Be able to help customers to apply for a retail store’s credit card and associated
LO5
insurance products
Overall unit progress
Group B Optional Unit
Unit 47: Help customers to choose delicatessen products in a retail environment Unit Selection
LO1 Be able to find out what customers are looking for at the delicatessen counter
LO2 Be able to suggest delicatessen products that meet customer needs
Overall unit progress
Unit 48: Portion delicatessen products to meet customer requirements in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Be able to cut and weigh delicatessen products to meet customer requirements
LO2 Be able to wrap or package portioned delicatessen products for customers
LO3 Be able to maintain the display of a delicatessen counter
Overall unit progress
Unit 49: Merchandise plants and other relevant products Unit Selection
roup B Optional Unit
LO1 Know how to merchandise plants and other products
Group B Optional Unit
LO2 Be able to merchandise plants and other products
LO3 Know how to maintain the condition of plants for sale
LO4 Be able to maintain plants ready for use
Overall unit progress
Unit 50: Demonstrate make-up and skincare products to customers at a beauty
Unit Selection
counter in a retail environment
Understand the commercial value of demonstrating make-up and skincare
LO1
Group B Optional Unit
products
LO2 Understand the elements of a demonstration of make-up and skincare products
Be able to prepare to demonstrate make-up and skincare products to customers
LO3
at a beauty counter in a retail environment
Be able to apply make-up or skincare products to customers as part of a
LO4
demonstration
LO5 Be able to conclude a demonstration of make-up or skincare products
Overall unit progress
Unit 51: Operate a customer record card system on a beauty counter in a retail
Unit Selection
environment
Group B Optional Unit
Understand how to maintain the customer record card system in a retail
LO1
environment
Be able to set up record cards for customers at a beauty counter in a retail
LO2
environment
Be able to use the record card system to recognise opportunities for increasing
LO3
sales at a beauty counter in a retail environment
Overall unit progress
Unit 52: Give customers a positive impression of yourself and your organisation Unit Selection
Group B Optional Unit
LO1 Establish rapport with customers
LO2 Respond appropriately to customers
LO3 Communicate information to customers
Understand how to give customers a positive impression of themselves and the
LO4
organisation
Overall unit progress
Unit 53: Protect own and others’ health and safety when working in a retail
Unit Selection
environment
Group B Optional Unit
LO1 Understand how to promote health and safety in own workplace
LO2 Understand own role in protecting own and others’ health and safety
Group B Optional
LO3 Be able to deal with accidents and emergencies in a retail environment
Be able to protect own and others’ health and safety during day-to-day work
LO4
activities
Overall unit progress
Group B Optional Unit
Unit 54: Reduce security risks in a retail environment Unit Selection
LO1 Know about security risks that can arise in a retail environment
LO2 Be able to reduce security risks in a retail environment
Overall unit progress
Unit 55: Prepare newspapers and magazines for return to merchandisers Unit Selection
Be able to plan own work to prepare newspapers and magazines for return to
Group B Optional Unit
LO1
merchandisers
Be able to gather together newspapers and magazines for return to
LO2
merchandisers
Be able to prepare batches of newspapers and magazines for return to
LO3
merchandisers
Be able to complete the administration associated with magazine and newspaper
LO4
returns
Overall unit progress
Unit 56: Check the accuracy of records of hours worked by staff in a retail
Unit Selection
environment
Understand the importance of maintaining accurate records of the hours worked
Group B Optional Unit
LO1
by staff in a retail environment
Understand the level of service that needs to be provided to colleagues in
LO2
relation to records of the number of hours they have worked
Be able to check the accuracy of records of hours worked by staff in a retail
LO3
environment
Be able to provide information about the number of hours worked by staff in a
LO4
retail environment
Overall unit progress
Group C1 Optional Unit
Unit 57: Sort donated goods for resale or recycling in a retail environment Unit Selection
LO1 Know how to sort donated goods safely
LO2 Be able to sort donated goods for selling or recycling
Overall unit progress
Group C1 Optional Unit Unit 58: Maintain food safety while working with food in a retail environment Unit Selection
Know how own personal hygiene and behaviour contribute to food safety in a
LO1
retail environment
Know how to deal with indicators of potential food safety hazards in a retail
LO2
environment
Be able to keep self and clothes clean while working with food in a retail
LO3
environment
Be able to deal with indicators of potential food safety hazards in a retail
LO4
environment
Overall unit progress
Unit 59: Load orders for despatch from a retail store to customers Unit Selection
Group C1 Optional Unit
LO1 Know why it is important to work safely in the loading area
LO2 Know how own working practices contribute to an efficient delivery service
LO3 Be able to keep loading facilities and equipment in a usable condition
LO4 Be able to ensure that orders are ready for loading
LO5 Be able to load orders into delivery vehicles
Overall unit progress
Unit 60: Provide a counter and takeaway service Unit Selection
Group C1 Optional Unit
LO1 Be able to serve customers at the counter
LO2 Know how to serve customers at the counter
LO3 Be able to maintain counter and service areas
LO4 Know how to maintain counter and service areas
Overall unit progress
Unit 61: Contribute to monitoring and maintaining ease of shopping in a retail
Group C1 Optional Unit
Unit Selection
sales area
LO1 Know how the layout and appearance of the sales floor influences sales
LO2 Be able to maintain own area of the sales floor during trading hours
Be able to report problems that could have a negative effect on the customer
LO3
experience
Overall unit progress
Unit 62: Audit stock levels and stock inventories in a retail environment
Group C2 Optional Unit
Unit Selection
LO1 Be able to implement a stock audit in a retail environment
Group C2 Optional Un
Be able to use the findings of an audit to identify and resolve problems with stock
LO2
levels and stock inventories
LO3 Be able to communicate the results of an audit
Overall unit progress
Group C2 Optional Unit
Unit 63: Manage staff to receive goods in a retail environment Unit Selection
Be able to manage staff to receive and check incoming deliveries of goods in a
LO1
retail environment
Overall unit progress
Unit 64: Organise and monitor the storage of stock in a retail environment Unit Selection
Group C2 Optional Unit
LO1 Understand the causes and prevention of stock loss within storage systems
LO2 Understand the legal and organisational requirements for storing stock
LO3 Be able to organise the use of storage facilities in a retail environment
LO4 Be able to monitor the storage and care of stock in a retail environment
Overall unit progress
Unit 65: Maintain the availability of goods on display in a retail environment to
Unit Selection
promote sales
Group C2 Optional Unit
LO1 Understand how the display of goods can promote sales
LO2 Understand legal and organisational requirements for displaying goods
LO3 Be able to organise staff to display goods for retail sale
LO4 Be able to evaluate the effectiveness of displays
LO5 Be able to maintain the required quantity and quality of goods on display
Overall unit progress
Group C2 Optional Unit
Unit 66: Manage the payment transaction process in a retail environment Unit Selection
LO1 Be able to monitor payment transaction processing in a retail environment
LO2 Be able to manage the operation of payment points in a retail environment
Overall unit progress
Unit 67: Choose merchandise to feature in visual merchandising displays Unit Selection
p C2 Optional Unit
Group C2 Optional Unit
Understand the purpose of featuring merchandise in visual merchandising
LO1
displays
LO2 Be able to evaluate merchandise for its display potential
Be able to liaise with decision makers concerning the merchandise to be featured
LO3
in a display
Overall unit progress
Unit 68: Manage the use of signage and graphics in visual merchandising
Unit Selection
displays
LO1 Understand how signage and graphics are used in visual merchandising displays
Understand the importance of complying with legal requirements relating to the
LO2
use of signage and graphics in visual merchandising
Group C2 Optional Unit
Understand the importance of monitoring the use of signage and graphics in
LO3
visual merchandising displays
Be able to assess the signage and graphics needed for visual merchandising
LO4
displays
Be able to source the signage and graphics needed for visual merchandising
LO5
displays
Be able to co-ordinate the use of signage and graphics in visual merchandising
LO6
displays
Be able to monitor the use of signage and graphics in visual merchandising
LO7
displays
Overall unit progress
Unit 69: Evaluate the effectiveness of visual merchandising displays Unit Selection
Group C2 Optional Unit
Understand the types of evidence used to evaluate the effectiveness of visual
LO1
merchandising displays
Be able to gather information about customers’ responses to visual
LO2
merchandising displays
Be able to analyse information from customers’ responses to evaluate the
LO3
effectiveness of visual merchandising displays
Overall unit progress
Unit 70: Contribute to improving a retail organisation's visual merchandising
Unit Selection
policy
Group C2 Optional Unit
Understand how visual merchandising and visual design can benefit an
LO1
organisation
LO2 Be able to evaluate the organisation’s approach to visual design
LO3 Be able to recommend new ideas for the organisation’s visual design
Be able to support staff putting the organisation’s visual design policy into
LO4
practice
Overall unit progress
Unit 71: Help customers to choose specialist products in a retail environment Unit Selection
Understand commercial awareness in relation to the organisation, its target
Group C2 Optional Unit
LO1
market and product offer
LO2 Understand the specialist products within own area of responsibility
LO3 Be able to initiate and develop a rapport with customers
LO4 Be able to match specialist products to individual customer requirements
Be able to maintain own product knowledge and expertise in relation to specialist
LO5
products
Overall unit progress
Unit 72: Produce staffing schedules to help a retail team to achieve its targets Unit Selection
Group C2 Optional Unit
Understand the uses of and constraints upon the staffing schedules for a retail
LO1
team
LO2 Be able to produce staffing schedules for a retail team
Be able to adjust staffing schedules to take account of changing operational
LO3
needs and constraints
Overall unit progress
Group C2 Optional Unit
Unit 73: Monitor and support secure payment point use during trading hours Unit Selection
LO1 Understand the data security risks associated with payment point use
LO2 Be able to monitor and support secure payment point use during trading hours
Overall unit progress
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Level 2 Diploma in Health and Social Care
Learner Progress Tracker
Learner: Name 6
Group A Mandatory Unit
Unit 1: Work effectively in a retail team Unit Selection
Understand how to recognise discrimination, bullying and harassment in own
LO1
workplace
LO2 Be able to work effectively in a retail team Mandatory Unit
LO3 Be able to improve own work performance in a retail team
Overall unit progress
Unit 2: Receive goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of preparing for expected deliveries
LO2 Understand own responsibility for handling goods and materials
LO3 Be able to prepare to receive deliveries in a retail environment
LO4 Be able to receive deliveries into storage in a retail environment
Overall unit progress
Unit 3: Place goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
Understand the requirements for storing goods and materials in a retail
LO1
environment
LO2 Know procedures for resolving problems with storage facilities and equipment
LO3 Be able to place goods and materials into storage in a retail environment
Overall unit progress
Unit 4: Keep stock on sale at required levels in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the relationship between stock levels and demand for stock
LO2 Understand the relationship between stock levels and the quality of stock on sale
LO3 Be able to check the level of stock on sale in a retail environment
LO4 Be able to replenish stock on sale in a retail environment
Overall unit progress
Unit 5: Process customer orders for goods in a retail environment Unit Selection
Understand the importance of customer service in relation to processing
LO1
roup B Optional Unit
customers’ orders
Group B Optional Unit
Understand the correct use of customer information in relation to processing
LO2
customers’ orders
LO3 Be able to find out what customers want to order
LO4 Be able to check the availability of the goods customers want to order
LO5 Be able to process orders for customers
Overall unit progress
Unit 6: Process returned goods in a retail environment Unit Selection
Group B Optional Unit
LO1 Know about rights and responsibilities in relation to returned goods
LO2 Understand the importance of stock control systems
LO3 Be able to help retail customers who need to return goods
LO4 Be able to process returned goods
Overall unit progress
Group B Optional Unit
Unit 7: Assemble products for display in a retail environment Unit Selection
LO1 Be able to assemble products for display in a retail environment
Overall unit progress
Unit 8: Hand-process fish in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand safe working practices in relation to hand-processing fish
Understand the relationship between the anatomy of fish and the way fish are
LO2
hand-processed
LO3 Be able to hand process fish
LO4 Be able to maintain own work area in a condition fit for hand-processing fish
Overall unit progress
Group B Optional Unit
Unit 9: Process greengrocery products for sale in a retail environment Unit Selection
LO1 Be able to prepare greengrocery products for sale
LO2 Be able to replenish displays of greengrocery products
LO3 Be able to maintain the quality of greengrocery products on display
Overall unit progress
Unit 10: Finish meat products by hand in a retail environment Unit Selection
p B Optional Unit
Group B Optional Unit
Be able to check the suitability of meat products for finishing in a retail
LO1
environment
Be able to organise own work area and equipment for finishing meat products in
LO2
a retail environment
LO3 Be able to achieve meat product yield and finish in a retail environment
Overall unit progress
Unit 11: Organise own work to meet a dough production schedule in a retail
Unit Selection
environment
Group B Optional Unit
Understand the importance of maintaining health and safety and food safety
LO1
during dough production
Understand why efficient and effective dough production is important to the
LO2
organisation and its customers
Be able to organise own work to meet a dough production schedule in a retail
LO3
environment
Overall unit progress
Group B Optional Unit
Unit 12: Select, weigh and measure bakery ingredients Unit Selection
LO1 Check quantities of ingredients
LO2 Select ingredients
LO3 Weigh and measure ingredients
Overall unit progress
Group B Optional Unit
Unit 13: Hand-divide, mould and shape fermented dough Unit Selection
LO1 Hand-divide fermented dough to specifications and instructions
LO2 Hand-mould and shape fermented dough
Overall unit progress
Unit 14: Maintain food safety while working with food in a retail environment Unit Selection
Group B Optional Unit
LO1 Know how food in a retail environment can become unsafe for consumers
Know the routine working practices that contribute to food safety in a retail
LO2
environment
LO3 Be able to maintain own work area in a safe condition for working with food
LO4 Be able to work with food in a way that keeps it safe for customers
LO5 Be able to record the condition of food
Overall unit progress
Group B Optional Unit Unit 15: Pick products in a retail environment to fulfil customer orders Unit Selection
LO1 Be able to organise own work to pick orders within a retail environment
LO2 Be able to pick products in a retail environment to meet customer requirements
Be able to prepare picked orders for collection or despatch from a retail
LO3
environment
Overall unit progress
Unit 16: Check stock levels and sort out problems with stock levels in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the purpose of checking stock levels in a retail environment
LO2 Be able to check stock levels in a retail environment as instructed
Be able to deal with or report stock-related problems that arise when checking
LO3
stock levels in a retail environment
Overall unit progress
Unit 17: Maintain moisture levels for crops or plants Unit Selection
LO1 Know why it is important to maintain moisture for crops and plants
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to select, use and maintain equipment
LO5 Be able to maintain moisture levels for crops and plants
LO6 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 18: Provide nutrients to crops or plants Unit Selection
LO1 Know how nutrient requirements vary and their method of application
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to provide nutrients to plants or crops
LO5 Be able to work safely and minimise environmental damage
LO6 Be able to select use and maintain equipment
Overall unit progress
Unit 19: Remove unwanted plant growth to maintain development Unit Selection
LO1 Know the different types of unwanted plant growth
LO2 Know how to maintain plant development
Group B Optional Unit
LO3 Know the types of equipment required and how to maintain them
LO4 Know the current health and safety legislation and environmental good practice
LO5 Be able to select, use and maintain equipment
LO6 Be able to identify unwanted plant growth
LO7 Be able to remove unwanted plant growth
LO8 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 20: Identify and report the presence of pests, diseases and disorders Unit Selection
Group B Optional Unit
LO1 Identify and report the presence of pests, diseases and disorders
LO2 Be able to work safely and minimise environmental damage
LO3 Know how to identify and report the presence of pests, diseases and disorders
LO4 Know relevant health and safety legislation and environmental good practice
Overall unit progress
Unit 21: Finish bake-off food products in a retail environment Unit Selection
Group B Optional Unit
Understand the baking and cooling processes that apply to bake-off food
LO1
products
LO2 Know the legal and organisational requirements that apply to bake-off products
LO3 Be able to finish the baking process of bake-off products in a retail environment
Overall unit progress
Group B Optional Unit
Unit 22: Glaze, coat or decorate bake-off products for sale in a retail environment Unit Selection
Know the legal and organisational requirements that apply when glazing, coating
LO1
and decorating bake-off products in a retail environment
LO2 Be able to glaze, coat and decorate bake-off products in a retail environment
Overall unit progress
Unit 23: Display stock to promote sales to customers in a retail environment Unit Selection
Understand the importance of checking for potential health and safety issues
LO1
before setting up and dismantling displays
LO2 Understand how displays help to promote sales
Group B Optional Unit
LO3 Know about legal requirements for labelling products in a display
Be able to establish the availability of space and other resources needed for a
LO4
display
LO5 Be able to prepare a display area for use in a retail environment
LO6 Be able to set up a display in a retail environment
LO7 Be able to label a display of stock in a retail environment
LO8 Be able to dismantle a display in a retail environment
Overall unit progress
Unit 24: Help customers to choose products in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of focusing on the individual customer’s requirements
LO2 Know how sales are confirmed with the customer and closed
LO3 Be able to find out what products customers may be interested in buying
LO4 Be able to help customers to choose the products that best meet their needs
LO5 Be able to close sales
Overall unit progress
Group B Optional Unit
Unit 25: Carry out promotional campaigns in a retail environment Unit Selection
LO1 Understand opportunities to promote particular products
LO2 Be able to promote products to customers as part of a promotional campaign
LO3 Be able to contribute to the evaluation of a promotional campaign
Overall unit progress
Unit 26: Deal with customer queries and complaints in a retail environment Unit Selection
Group B Optional Unit
Understand how resolving customer queries and complaints contributes to
LO1
customer loyalty and confidence
Understand how to manage angry customers when dealing with customer
LO2
queries and complaints in a retail environment
LO3 Be able to deal with customers’ queries in a retail environment
LO4 Be able to deal with customers’ complaints in a retail environment
Group
Overall unit progress
Unit 27: Demonstrate products to customers in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand how product demonstrations can help to increase sales
Be able to make the preparations needed to ensure a safe and efficient product
LO2
demonstration
Be able to communicate to customers the features and benefits of the products
LO3
being demonstrated
LO4 Be able to tidy the demonstration area when a product demonstration is finished
Overall unit progress
Group B Optional Unit
Unit 28: Process payments for purchases in a retail environment Unit Selection
Understand legal and organisational requirements for processing payments in a
LO1
retail environment
LO2 Be able to process payments for purchases in a retail environment
Overall unit progress
Unit 29: Process applications for credit agreements offered in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the legal aspects of offering credit agreements
LO2 Understand legal aspects of processing credit agreement applications
Be able to process applications for credit agreements offered in a retail
LO3
environment
Overall unit progress
Unit 30: Promote loyalty schemes to customers in a retail environment Unit Selection
Group B Optional Unit
Understand the benefits to the organisation of signing customers up to the
LO1
organisation’s loyalty scheme
Understand the importance of giving customers a good impression when
LO2
promoting the organisation’s loyalty scheme
Be able to communicate to customers the features and benefits of the
LO3
organisation’s loyalty scheme
LO4 Be able to gain customers’ commitment to the organisation’s loyalty scheme
Overall unit progress
Unit 31: Provide a bra fitting service in a retail environment Unit Selection
LO1 Understand what a bra fitting session involves
B Optional Unit
Group B Optional Unit
LO2 Know the features and benefits of different types of bra
LO3 Understand how to prolong the life of a bra
LO4 Know the arrangements for obtaining bras both in and out of stock
LO5 Know how to fit customers for bras
LO6 Be able to find potential customers for the bra fitting service
LO7 Be able to fit customer for bras
Overall unit progress
Unit 32: Follow guidelines for planning and preparing visual merchandising
Unit Selection
displays
LO1 Understand the importance of visual merchandising displays and design briefs
Group B Optional Unit
Understand the selection of approaches and effects in visual merchandising
LO2
displays
Understand the sourcing of merchandise and props to be featured in visual
LO3
merchandising displays
LO4 Be able to plan visual merchandising displays to fulfil a design brief
Be able to source merchandise and props to be featured in visual merchandising
LO5
displays
Overall unit progress
Unit 33: Dress visual merchandising displays to attract customers Unit Selection
Group B Optional Unit
LO1 Understand the purpose of visual merchandising displays
LO2 Understand how visual merchandising displays achieve their intended purposes
LO3 Be able to dress in-store displays and window displays
Overall unit progress
Unit 34: Order and position signage and graphics for visual merchandising
Group B Optional Unit
Unit Selection
displays
LO1 Understand the role of signage and graphics within visual merchandising
LO2 Be able to source signage and graphics to meet visual merchandising needs
LO3 Be able to position signage and graphics to support visual merchandising
Overall unit progress
Unit 35: Dismantle and store props and graphics from visual merchandising
Unit Selection
Group B Optional Unit
displays
Understand the importance of storing props and graphics for future use in visual
LO1
merchandising displays
Group B Optional Un
LO2 Be able to dismantle visual merchandising displays
Be able to store props and graphics from dismantled visual merchandising
LO3
displays
Overall unit progress
Unit 36: Make props and decorate fixtures and panels for visual merchandising
Unit Selection
displays
Group B Optional Unit
LO1 Understand the purpose of props within visual merchandising displays
LO2 Be able to specify requirements for visual merchandising props
LO3 Be able to make props for use in visual merchandising displays
LO4 Be able to decorate fixtures and panels for visual merchandising displays
Overall unit progress
Unit 37: Assemble visual merchandising displays Unit Selection
Group B Optional Unit
LO1 Understand the purpose of layout design
LO2 Know how to interpret instructions for assembling visual merchandising displays
LO3 Be able to assemble visual merchandising displays
Overall unit progress
Unit 38: Follow point-of-sale procedures for age-restricted products in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Know about legislation relating to the retail sale of age-restricted products
Understand the importance of maintaining customer goodwill when requesting
LO2
proof of age
Be able to follow point-of-sale procedures for age-restricted products in a retail
LO3
environment
Overall unit progress
Unit 39: Provide National Lottery products to customers Unit Selection
Group B Optional Unit
LO1 Understand how the National Lottery operates
LO2 Be able to use the service terminal
LO3 Be able to communicate with customers concerning National Lottery products
LO4 Be able to process National Lottery prize payouts
Overall unit progress
p B Optional Unit
Unit 40: Advise customers on the fixing and care of tiles Unit Selection
Group B Optional Unit
LO1 Be able to establish customer requirements for fixing tiles
LO2 Be able to explain to customers how to fix tiles
LO3 Be able to recommend additional products to customers
Overall unit progress
Group B Optional Unit
Unit 41: Cash up in a retail environment Unit Selection
LO1 Be able to cash up accurately in a retail environment
Overall unit progress
Group B Optional Unit
Unit 42: Promote a retail store’s credit card to customers in a retail environment Unit Selection
Understand the importance of promoting a retail store’s credit card to both
LO1
potential and existing holders of the card
LO2 Be able to promote a retail store’s credit card to customers in a retail environment
Overall unit progress
Unit 43: Provide service to customers in a dressing room in a retail environment Unit Selection
Be able to use the dressing room facilities in a retail environment to create sales
Group B Optional Unit
LO1
opportunities
Be able to take measures to minimise stock loss while serving customers in a
LO2
dressing room in a retail environment
Be able to keep dressing room facilities in a retail environment ready for
LO3
customer use
Be able to process unsold merchandise in a dressing room in a retail
LO4
environment
Overall unit progress
Unit 44: Promote food or drink products by offering samples to customers Unit Selection
Group B Optional Unit
Understand the business reasons for offering samples of food or drink to
LO1
customers
LO2 Be able to set up attractive and hygienic displays of food or drink samples
LO3 Be able to interact with customers at a display of food or drink samples
LO4 Be able to dispose of food or drink samples in line with organisational procedures
Overall unit progress
Unit 45: Deliver goods from a retail environment to the customer’s delivery
Unit Selection
Group B Optional Unit address
Understand the role of the delivery person in promoting a positive impression of
LO1
the retail organisation
Be able to prepare to deliver goods from a retail environment to customers’
LO2
delivery addresses
Be able to convey goods from a retail environment to customers’ delivery
LO3
addresses
LO4 Be able to complete deliveries of goods at customers’ delivery addresses
Overall unit progress
Unit 46: Help customers to apply for a retail store’s credit card and associated
Unit Selection
insurance products
Understand the legal requirements relating to informing customers about
LO1
insurance products associated with a retail store’s credit card
Group B Optional Unit
Understand the importance of helping customers to understand the implications
LO2
of applying for a retail store’s credit card and associated insurance products
Understand the legal requirements relating to helping customers to apply for the
LO3
store’s credit card and associated insurance products
Be able to offer customers insurance products associated with the store’s credit
LO4
card
Be able to help customers to apply for a retail store’s credit card and associated
LO5
insurance products
Overall unit progress
Group B Optional Unit
Unit 47: Help customers to choose delicatessen products in a retail environment Unit Selection
LO1 Be able to find out what customers are looking for at the delicatessen counter
LO2 Be able to suggest delicatessen products that meet customer needs
Overall unit progress
Unit 48: Portion delicatessen products to meet customer requirements in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Be able to cut and weigh delicatessen products to meet customer requirements
LO2 Be able to wrap or package portioned delicatessen products for customers
LO3 Be able to maintain the display of a delicatessen counter
Overall unit progress
Unit 49: Merchandise plants and other relevant products Unit Selection
roup B Optional Unit
LO1 Know how to merchandise plants and other products
Group B Optional Unit
LO2 Be able to merchandise plants and other products
LO3 Know how to maintain the condition of plants for sale
LO4 Be able to maintain plants ready for use
Overall unit progress
Unit 50: Demonstrate make-up and skincare products to customers at a beauty
Unit Selection
counter in a retail environment
Understand the commercial value of demonstrating make-up and skincare
LO1
Group B Optional Unit
products
LO2 Understand the elements of a demonstration of make-up and skincare products
Be able to prepare to demonstrate make-up and skincare products to customers
LO3
at a beauty counter in a retail environment
Be able to apply make-up or skincare products to customers as part of a
LO4
demonstration
LO5 Be able to conclude a demonstration of make-up or skincare products
Overall unit progress
Unit 51: Operate a customer record card system on a beauty counter in a retail
Unit Selection
environment
Group B Optional Unit
Understand how to maintain the customer record card system in a retail
LO1
environment
Be able to set up record cards for customers at a beauty counter in a retail
LO2
environment
Be able to use the record card system to recognise opportunities for increasing
LO3
sales at a beauty counter in a retail environment
Overall unit progress
Unit 52: Give customers a positive impression of yourself and your organisation Unit Selection
Group B Optional Unit
LO1 Establish rapport with customers
LO2 Respond appropriately to customers
LO3 Communicate information to customers
Understand how to give customers a positive impression of themselves and the
LO4
organisation
Overall unit progress
Unit 53: Protect own and others’ health and safety when working in a retail
Unit Selection
environment
Group B Optional Unit
LO1 Understand how to promote health and safety in own workplace
LO2 Understand own role in protecting own and others’ health and safety
Group B Optional
LO3 Be able to deal with accidents and emergencies in a retail environment
Be able to protect own and others’ health and safety during day-to-day work
LO4
activities
Overall unit progress
Group B Optional Unit
Unit 54: Reduce security risks in a retail environment Unit Selection
LO1 Know about security risks that can arise in a retail environment
LO2 Be able to reduce security risks in a retail environment
Overall unit progress
Unit 55: Prepare newspapers and magazines for return to merchandisers Unit Selection
Be able to plan own work to prepare newspapers and magazines for return to
Group B Optional Unit
LO1
merchandisers
Be able to gather together newspapers and magazines for return to
LO2
merchandisers
Be able to prepare batches of newspapers and magazines for return to
LO3
merchandisers
Be able to complete the administration associated with magazine and newspaper
LO4
returns
Overall unit progress
Unit 56: Check the accuracy of records of hours worked by staff in a retail
Unit Selection
environment
Understand the importance of maintaining accurate records of the hours worked
Group B Optional Unit
LO1
by staff in a retail environment
Understand the level of service that needs to be provided to colleagues in
LO2
relation to records of the number of hours they have worked
Be able to check the accuracy of records of hours worked by staff in a retail
LO3
environment
Be able to provide information about the number of hours worked by staff in a
LO4
retail environment
Overall unit progress
Group C1 Optional Unit
Unit 57: Sort donated goods for resale or recycling in a retail environment Unit Selection
LO1 Know how to sort donated goods safely
LO2 Be able to sort donated goods for selling or recycling
Overall unit progress
Group C1 Optional Unit Unit 58: Maintain food safety while working with food in a retail environment Unit Selection
Know how own personal hygiene and behaviour contribute to food safety in a
LO1
retail environment
Know how to deal with indicators of potential food safety hazards in a retail
LO2
environment
Be able to keep self and clothes clean while working with food in a retail
LO3
environment
Be able to deal with indicators of potential food safety hazards in a retail
LO4
environment
Overall unit progress
Unit 59: Load orders for despatch from a retail store to customers Unit Selection
Group C1 Optional Unit
LO1 Know why it is important to work safely in the loading area
LO2 Know how own working practices contribute to an efficient delivery service
LO3 Be able to keep loading facilities and equipment in a usable condition
LO4 Be able to ensure that orders are ready for loading
LO5 Be able to load orders into delivery vehicles
Overall unit progress
Unit 60: Provide a counter and takeaway service Unit Selection
Group C1 Optional Unit
LO1 Be able to serve customers at the counter
LO2 Know how to serve customers at the counter
LO3 Be able to maintain counter and service areas
LO4 Know how to maintain counter and service areas
Overall unit progress
Unit 61: Contribute to monitoring and maintaining ease of shopping in a retail
Group C1 Optional Unit
Unit Selection
sales area
LO1 Know how the layout and appearance of the sales floor influences sales
LO2 Be able to maintain own area of the sales floor during trading hours
Be able to report problems that could have a negative effect on the customer
LO3
experience
Overall unit progress
Unit 62: Audit stock levels and stock inventories in a retail environment
Group C2 Optional Unit
Unit Selection
LO1 Be able to implement a stock audit in a retail environment
Group C2 Optional Un
Be able to use the findings of an audit to identify and resolve problems with stock
LO2
levels and stock inventories
LO3 Be able to communicate the results of an audit
Overall unit progress
Group C2 Optional Unit
Unit 63: Manage staff to receive goods in a retail environment Unit Selection
Be able to manage staff to receive and check incoming deliveries of goods in a
LO1
retail environment
Overall unit progress
Unit 64: Organise and monitor the storage of stock in a retail environment Unit Selection
Group C2 Optional Unit
LO1 Understand the causes and prevention of stock loss within storage systems
LO2 Understand the legal and organisational requirements for storing stock
LO3 Be able to organise the use of storage facilities in a retail environment
LO4 Be able to monitor the storage and care of stock in a retail environment
Overall unit progress
Unit 65: Maintain the availability of goods on display in a retail environment to
Unit Selection
promote sales
Group C2 Optional Unit
LO1 Understand how the display of goods can promote sales
LO2 Understand legal and organisational requirements for displaying goods
LO3 Be able to organise staff to display goods for retail sale
LO4 Be able to evaluate the effectiveness of displays
LO5 Be able to maintain the required quantity and quality of goods on display
Overall unit progress
Group C2 Optional Unit
Unit 66: Manage the payment transaction process in a retail environment Unit Selection
LO1 Be able to monitor payment transaction processing in a retail environment
LO2 Be able to manage the operation of payment points in a retail environment
Overall unit progress
Unit 67: Choose merchandise to feature in visual merchandising displays Unit Selection
p C2 Optional Unit
Group C2 Optional Unit
Understand the purpose of featuring merchandise in visual merchandising
LO1
displays
LO2 Be able to evaluate merchandise for its display potential
Be able to liaise with decision makers concerning the merchandise to be featured
LO3
in a display
Overall unit progress
Unit 68: Manage the use of signage and graphics in visual merchandising
Unit Selection
displays
LO1 Understand how signage and graphics are used in visual merchandising displays
Understand the importance of complying with legal requirements relating to the
LO2
use of signage and graphics in visual merchandising
Group C2 Optional Unit
Understand the importance of monitoring the use of signage and graphics in
LO3
visual merchandising displays
Be able to assess the signage and graphics needed for visual merchandising
LO4
displays
Be able to source the signage and graphics needed for visual merchandising
LO5
displays
Be able to co-ordinate the use of signage and graphics in visual merchandising
LO6
displays
Be able to monitor the use of signage and graphics in visual merchandising
LO7
displays
Overall unit progress
Unit 69: Evaluate the effectiveness of visual merchandising displays Unit Selection
Group C2 Optional Unit
Understand the types of evidence used to evaluate the effectiveness of visual
LO1
merchandising displays
Be able to gather information about customers’ responses to visual
LO2
merchandising displays
Be able to analyse information from customers’ responses to evaluate the
LO3
effectiveness of visual merchandising displays
Overall unit progress
Unit 70: Contribute to improving a retail organisation's visual merchandising
Unit Selection
policy
Group C2 Optional Unit
Understand how visual merchandising and visual design can benefit an
LO1
organisation
LO2 Be able to evaluate the organisation’s approach to visual design
LO3 Be able to recommend new ideas for the organisation’s visual design
Be able to support staff putting the organisation’s visual design policy into
LO4
practice
Overall unit progress
Unit 71: Help customers to choose specialist products in a retail environment Unit Selection
Understand commercial awareness in relation to the organisation, its target
Group C2 Optional Unit
LO1
market and product offer
LO2 Understand the specialist products within own area of responsibility
LO3 Be able to initiate and develop a rapport with customers
LO4 Be able to match specialist products to individual customer requirements
Be able to maintain own product knowledge and expertise in relation to specialist
LO5
products
Overall unit progress
Unit 72: Produce staffing schedules to help a retail team to achieve its targets Unit Selection
Group C2 Optional Unit
Understand the uses of and constraints upon the staffing schedules for a retail
LO1
team
LO2 Be able to produce staffing schedules for a retail team
Be able to adjust staffing schedules to take account of changing operational
LO3
needs and constraints
Overall unit progress
Group C2 Optional Unit
Unit 73: Monitor and support secure payment point use during trading hours Unit Selection
LO1 Understand the data security risks associated with payment point use
LO2 Be able to monitor and support secure payment point use during trading hours
Overall unit progress
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Level 2 Diploma in Health and Social Care
Learner Progress Tracker
Learner: Name 7
Group A Mandatory Unit
Unit 1: Work effectively in a retail team Unit Selection
Understand how to recognise discrimination, bullying and harassment in own
LO1
workplace
LO2 Be able to work effectively in a retail team Mandatory Unit
LO3 Be able to improve own work performance in a retail team
Overall unit progress
Unit 2: Receive goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of preparing for expected deliveries
LO2 Understand own responsibility for handling goods and materials
LO3 Be able to prepare to receive deliveries in a retail environment
LO4 Be able to receive deliveries into storage in a retail environment
Overall unit progress
Unit 3: Place goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
Understand the requirements for storing goods and materials in a retail
LO1
environment
LO2 Know procedures for resolving problems with storage facilities and equipment
LO3 Be able to place goods and materials into storage in a retail environment
Overall unit progress
Unit 4: Keep stock on sale at required levels in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the relationship between stock levels and demand for stock
LO2 Understand the relationship between stock levels and the quality of stock on sale
LO3 Be able to check the level of stock on sale in a retail environment
LO4 Be able to replenish stock on sale in a retail environment
Overall unit progress
Unit 5: Process customer orders for goods in a retail environment Unit Selection
Understand the importance of customer service in relation to processing
LO1
roup B Optional Unit
customers’ orders
Group B Optional Unit
Understand the correct use of customer information in relation to processing
LO2
customers’ orders
LO3 Be able to find out what customers want to order
LO4 Be able to check the availability of the goods customers want to order
LO5 Be able to process orders for customers
Overall unit progress
Unit 6: Process returned goods in a retail environment Unit Selection
Group B Optional Unit
LO1 Know about rights and responsibilities in relation to returned goods
LO2 Understand the importance of stock control systems
LO3 Be able to help retail customers who need to return goods
LO4 Be able to process returned goods
Overall unit progress
Group B Optional Unit
Unit 7: Assemble products for display in a retail environment Unit Selection
LO1 Be able to assemble products for display in a retail environment
Overall unit progress
Unit 8: Hand-process fish in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand safe working practices in relation to hand-processing fish
Understand the relationship between the anatomy of fish and the way fish are
LO2
hand-processed
LO3 Be able to hand process fish
LO4 Be able to maintain own work area in a condition fit for hand-processing fish
Overall unit progress
Group B Optional Unit
Unit 9: Process greengrocery products for sale in a retail environment Unit Selection
LO1 Be able to prepare greengrocery products for sale
LO2 Be able to replenish displays of greengrocery products
LO3 Be able to maintain the quality of greengrocery products on display
Overall unit progress
Unit 10: Finish meat products by hand in a retail environment Unit Selection
p B Optional Unit
Group B Optional Unit
Be able to check the suitability of meat products for finishing in a retail
LO1
environment
Be able to organise own work area and equipment for finishing meat products in
LO2
a retail environment
LO3 Be able to achieve meat product yield and finish in a retail environment
Overall unit progress
Unit 11: Organise own work to meet a dough production schedule in a retail
Unit Selection
environment
Group B Optional Unit
Understand the importance of maintaining health and safety and food safety
LO1
during dough production
Understand why efficient and effective dough production is important to the
LO2
organisation and its customers
Be able to organise own work to meet a dough production schedule in a retail
LO3
environment
Overall unit progress
Group B Optional Unit
Unit 12: Select, weigh and measure bakery ingredients Unit Selection
LO1 Check quantities of ingredients
LO2 Select ingredients
LO3 Weigh and measure ingredients
Overall unit progress
Group B Optional Unit
Unit 13: Hand-divide, mould and shape fermented dough Unit Selection
LO1 Hand-divide fermented dough to specifications and instructions
LO2 Hand-mould and shape fermented dough
Overall unit progress
Unit 14: Maintain food safety while working with food in a retail environment Unit Selection
Group B Optional Unit
LO1 Know how food in a retail environment can become unsafe for consumers
Know the routine working practices that contribute to food safety in a retail
LO2
environment
LO3 Be able to maintain own work area in a safe condition for working with food
LO4 Be able to work with food in a way that keeps it safe for customers
LO5 Be able to record the condition of food
Overall unit progress
Group B Optional Unit Unit 15: Pick products in a retail environment to fulfil customer orders Unit Selection
LO1 Be able to organise own work to pick orders within a retail environment
LO2 Be able to pick products in a retail environment to meet customer requirements
Be able to prepare picked orders for collection or despatch from a retail
LO3
environment
Overall unit progress
Unit 16: Check stock levels and sort out problems with stock levels in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the purpose of checking stock levels in a retail environment
LO2 Be able to check stock levels in a retail environment as instructed
Be able to deal with or report stock-related problems that arise when checking
LO3
stock levels in a retail environment
Overall unit progress
Unit 17: Maintain moisture levels for crops or plants Unit Selection
LO1 Know why it is important to maintain moisture for crops and plants
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to select, use and maintain equipment
LO5 Be able to maintain moisture levels for crops and plants
LO6 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 18: Provide nutrients to crops or plants Unit Selection
LO1 Know how nutrient requirements vary and their method of application
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to provide nutrients to plants or crops
LO5 Be able to work safely and minimise environmental damage
LO6 Be able to select use and maintain equipment
Overall unit progress
Unit 19: Remove unwanted plant growth to maintain development Unit Selection
LO1 Know the different types of unwanted plant growth
LO2 Know how to maintain plant development
Group B Optional Unit
LO3 Know the types of equipment required and how to maintain them
LO4 Know the current health and safety legislation and environmental good practice
LO5 Be able to select, use and maintain equipment
LO6 Be able to identify unwanted plant growth
LO7 Be able to remove unwanted plant growth
LO8 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 20: Identify and report the presence of pests, diseases and disorders Unit Selection
Group B Optional Unit
LO1 Identify and report the presence of pests, diseases and disorders
LO2 Be able to work safely and minimise environmental damage
LO3 Know how to identify and report the presence of pests, diseases and disorders
LO4 Know relevant health and safety legislation and environmental good practice
Overall unit progress
Unit 21: Finish bake-off food products in a retail environment Unit Selection
Group B Optional Unit
Understand the baking and cooling processes that apply to bake-off food
LO1
products
LO2 Know the legal and organisational requirements that apply to bake-off products
LO3 Be able to finish the baking process of bake-off products in a retail environment
Overall unit progress
Group B Optional Unit
Unit 22: Glaze, coat or decorate bake-off products for sale in a retail environment Unit Selection
Know the legal and organisational requirements that apply when glazing, coating
LO1
and decorating bake-off products in a retail environment
LO2 Be able to glaze, coat and decorate bake-off products in a retail environment
Overall unit progress
Unit 23: Display stock to promote sales to customers in a retail environment Unit Selection
Understand the importance of checking for potential health and safety issues
LO1
before setting up and dismantling displays
LO2 Understand how displays help to promote sales
Group B Optional Unit
LO3 Know about legal requirements for labelling products in a display
Be able to establish the availability of space and other resources needed for a
LO4
display
LO5 Be able to prepare a display area for use in a retail environment
LO6 Be able to set up a display in a retail environment
LO7 Be able to label a display of stock in a retail environment
LO8 Be able to dismantle a display in a retail environment
Overall unit progress
Unit 24: Help customers to choose products in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of focusing on the individual customer’s requirements
LO2 Know how sales are confirmed with the customer and closed
LO3 Be able to find out what products customers may be interested in buying
LO4 Be able to help customers to choose the products that best meet their needs
LO5 Be able to close sales
Overall unit progress
Group B Optional Unit
Unit 25: Carry out promotional campaigns in a retail environment Unit Selection
LO1 Understand opportunities to promote particular products
LO2 Be able to promote products to customers as part of a promotional campaign
LO3 Be able to contribute to the evaluation of a promotional campaign
Overall unit progress
Unit 26: Deal with customer queries and complaints in a retail environment Unit Selection
Group B Optional Unit
Understand how resolving customer queries and complaints contributes to
LO1
customer loyalty and confidence
Understand how to manage angry customers when dealing with customer
LO2
queries and complaints in a retail environment
LO3 Be able to deal with customers’ queries in a retail environment
LO4 Be able to deal with customers’ complaints in a retail environment
Group
Overall unit progress
Unit 27: Demonstrate products to customers in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand how product demonstrations can help to increase sales
Be able to make the preparations needed to ensure a safe and efficient product
LO2
demonstration
Be able to communicate to customers the features and benefits of the products
LO3
being demonstrated
LO4 Be able to tidy the demonstration area when a product demonstration is finished
Overall unit progress
Group B Optional Unit
Unit 28: Process payments for purchases in a retail environment Unit Selection
Understand legal and organisational requirements for processing payments in a
LO1
retail environment
LO2 Be able to process payments for purchases in a retail environment
Overall unit progress
Unit 29: Process applications for credit agreements offered in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the legal aspects of offering credit agreements
LO2 Understand legal aspects of processing credit agreement applications
Be able to process applications for credit agreements offered in a retail
LO3
environment
Overall unit progress
Unit 30: Promote loyalty schemes to customers in a retail environment Unit Selection
Group B Optional Unit
Understand the benefits to the organisation of signing customers up to the
LO1
organisation’s loyalty scheme
Understand the importance of giving customers a good impression when
LO2
promoting the organisation’s loyalty scheme
Be able to communicate to customers the features and benefits of the
LO3
organisation’s loyalty scheme
LO4 Be able to gain customers’ commitment to the organisation’s loyalty scheme
Overall unit progress
Unit 31: Provide a bra fitting service in a retail environment Unit Selection
LO1 Understand what a bra fitting session involves
B Optional Unit
Group B Optional Unit
LO2 Know the features and benefits of different types of bra
LO3 Understand how to prolong the life of a bra
LO4 Know the arrangements for obtaining bras both in and out of stock
LO5 Know how to fit customers for bras
LO6 Be able to find potential customers for the bra fitting service
LO7 Be able to fit customer for bras
Overall unit progress
Unit 32: Follow guidelines for planning and preparing visual merchandising
Unit Selection
displays
LO1 Understand the importance of visual merchandising displays and design briefs
Group B Optional Unit
Understand the selection of approaches and effects in visual merchandising
LO2
displays
Understand the sourcing of merchandise and props to be featured in visual
LO3
merchandising displays
LO4 Be able to plan visual merchandising displays to fulfil a design brief
Be able to source merchandise and props to be featured in visual merchandising
LO5
displays
Overall unit progress
Unit 33: Dress visual merchandising displays to attract customers Unit Selection
Group B Optional Unit
LO1 Understand the purpose of visual merchandising displays
LO2 Understand how visual merchandising displays achieve their intended purposes
LO3 Be able to dress in-store displays and window displays
Overall unit progress
Unit 34: Order and position signage and graphics for visual merchandising
Group B Optional Unit
Unit Selection
displays
LO1 Understand the role of signage and graphics within visual merchandising
LO2 Be able to source signage and graphics to meet visual merchandising needs
LO3 Be able to position signage and graphics to support visual merchandising
Overall unit progress
Unit 35: Dismantle and store props and graphics from visual merchandising
Unit Selection
Group B Optional Unit
displays
Understand the importance of storing props and graphics for future use in visual
LO1
merchandising displays
Group B Optional Un
LO2 Be able to dismantle visual merchandising displays
Be able to store props and graphics from dismantled visual merchandising
LO3
displays
Overall unit progress
Unit 36: Make props and decorate fixtures and panels for visual merchandising
Unit Selection
displays
Group B Optional Unit
LO1 Understand the purpose of props within visual merchandising displays
LO2 Be able to specify requirements for visual merchandising props
LO3 Be able to make props for use in visual merchandising displays
LO4 Be able to decorate fixtures and panels for visual merchandising displays
Overall unit progress
Unit 37: Assemble visual merchandising displays Unit Selection
Group B Optional Unit
LO1 Understand the purpose of layout design
LO2 Know how to interpret instructions for assembling visual merchandising displays
LO3 Be able to assemble visual merchandising displays
Overall unit progress
Unit 38: Follow point-of-sale procedures for age-restricted products in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Know about legislation relating to the retail sale of age-restricted products
Understand the importance of maintaining customer goodwill when requesting
LO2
proof of age
Be able to follow point-of-sale procedures for age-restricted products in a retail
LO3
environment
Overall unit progress
Unit 39: Provide National Lottery products to customers Unit Selection
Group B Optional Unit
LO1 Understand how the National Lottery operates
LO2 Be able to use the service terminal
LO3 Be able to communicate with customers concerning National Lottery products
LO4 Be able to process National Lottery prize payouts
Overall unit progress
p B Optional Unit
Unit 40: Advise customers on the fixing and care of tiles Unit Selection
Group B Optional Unit
LO1 Be able to establish customer requirements for fixing tiles
LO2 Be able to explain to customers how to fix tiles
LO3 Be able to recommend additional products to customers
Overall unit progress
Group B Optional Unit
Unit 41: Cash up in a retail environment Unit Selection
LO1 Be able to cash up accurately in a retail environment
Overall unit progress
Group B Optional Unit
Unit 42: Promote a retail store’s credit card to customers in a retail environment Unit Selection
Understand the importance of promoting a retail store’s credit card to both
LO1
potential and existing holders of the card
LO2 Be able to promote a retail store’s credit card to customers in a retail environment
Overall unit progress
Unit 43: Provide service to customers in a dressing room in a retail environment Unit Selection
Be able to use the dressing room facilities in a retail environment to create sales
Group B Optional Unit
LO1
opportunities
Be able to take measures to minimise stock loss while serving customers in a
LO2
dressing room in a retail environment
Be able to keep dressing room facilities in a retail environment ready for
LO3
customer use
Be able to process unsold merchandise in a dressing room in a retail
LO4
environment
Overall unit progress
Unit 44: Promote food or drink products by offering samples to customers Unit Selection
Group B Optional Unit
Understand the business reasons for offering samples of food or drink to
LO1
customers
LO2 Be able to set up attractive and hygienic displays of food or drink samples
LO3 Be able to interact with customers at a display of food or drink samples
LO4 Be able to dispose of food or drink samples in line with organisational procedures
Overall unit progress
Unit 45: Deliver goods from a retail environment to the customer’s delivery
Unit Selection
Group B Optional Unit address
Understand the role of the delivery person in promoting a positive impression of
LO1
the retail organisation
Be able to prepare to deliver goods from a retail environment to customers’
LO2
delivery addresses
Be able to convey goods from a retail environment to customers’ delivery
LO3
addresses
LO4 Be able to complete deliveries of goods at customers’ delivery addresses
Overall unit progress
Unit 46: Help customers to apply for a retail store’s credit card and associated
Unit Selection
insurance products
Understand the legal requirements relating to informing customers about
LO1
insurance products associated with a retail store’s credit card
Group B Optional Unit
Understand the importance of helping customers to understand the implications
LO2
of applying for a retail store’s credit card and associated insurance products
Understand the legal requirements relating to helping customers to apply for the
LO3
store’s credit card and associated insurance products
Be able to offer customers insurance products associated with the store’s credit
LO4
card
Be able to help customers to apply for a retail store’s credit card and associated
LO5
insurance products
Overall unit progress
Group B Optional Unit
Unit 47: Help customers to choose delicatessen products in a retail environment Unit Selection
LO1 Be able to find out what customers are looking for at the delicatessen counter
LO2 Be able to suggest delicatessen products that meet customer needs
Overall unit progress
Unit 48: Portion delicatessen products to meet customer requirements in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Be able to cut and weigh delicatessen products to meet customer requirements
LO2 Be able to wrap or package portioned delicatessen products for customers
LO3 Be able to maintain the display of a delicatessen counter
Overall unit progress
Unit 49: Merchandise plants and other relevant products Unit Selection
roup B Optional Unit
LO1 Know how to merchandise plants and other products
Group B Optional Unit
LO2 Be able to merchandise plants and other products
LO3 Know how to maintain the condition of plants for sale
LO4 Be able to maintain plants ready for use
Overall unit progress
Unit 50: Demonstrate make-up and skincare products to customers at a beauty
Unit Selection
counter in a retail environment
Understand the commercial value of demonstrating make-up and skincare
LO1
Group B Optional Unit
products
LO2 Understand the elements of a demonstration of make-up and skincare products
Be able to prepare to demonstrate make-up and skincare products to customers
LO3
at a beauty counter in a retail environment
Be able to apply make-up or skincare products to customers as part of a
LO4
demonstration
LO5 Be able to conclude a demonstration of make-up or skincare products
Overall unit progress
Unit 51: Operate a customer record card system on a beauty counter in a retail
Unit Selection
environment
Group B Optional Unit
Understand how to maintain the customer record card system in a retail
LO1
environment
Be able to set up record cards for customers at a beauty counter in a retail
LO2
environment
Be able to use the record card system to recognise opportunities for increasing
LO3
sales at a beauty counter in a retail environment
Overall unit progress
Unit 52: Give customers a positive impression of yourself and your organisation Unit Selection
Group B Optional Unit
LO1 Establish rapport with customers
LO2 Respond appropriately to customers
LO3 Communicate information to customers
Understand how to give customers a positive impression of themselves and the
LO4
organisation
Overall unit progress
Unit 53: Protect own and others’ health and safety when working in a retail
Unit Selection
environment
Group B Optional Unit
LO1 Understand how to promote health and safety in own workplace
LO2 Understand own role in protecting own and others’ health and safety
Group B Optional
LO3 Be able to deal with accidents and emergencies in a retail environment
Be able to protect own and others’ health and safety during day-to-day work
LO4
activities
Overall unit progress
Group B Optional Unit
Unit 54: Reduce security risks in a retail environment Unit Selection
LO1 Know about security risks that can arise in a retail environment
LO2 Be able to reduce security risks in a retail environment
Overall unit progress
Unit 55: Prepare newspapers and magazines for return to merchandisers Unit Selection
Be able to plan own work to prepare newspapers and magazines for return to
Group B Optional Unit
LO1
merchandisers
Be able to gather together newspapers and magazines for return to
LO2
merchandisers
Be able to prepare batches of newspapers and magazines for return to
LO3
merchandisers
Be able to complete the administration associated with magazine and newspaper
LO4
returns
Overall unit progress
Unit 56: Check the accuracy of records of hours worked by staff in a retail
Unit Selection
environment
Understand the importance of maintaining accurate records of the hours worked
Group B Optional Unit
LO1
by staff in a retail environment
Understand the level of service that needs to be provided to colleagues in
LO2
relation to records of the number of hours they have worked
Be able to check the accuracy of records of hours worked by staff in a retail
LO3
environment
Be able to provide information about the number of hours worked by staff in a
LO4
retail environment
Overall unit progress
Group C1 Optional Unit
Unit 57: Sort donated goods for resale or recycling in a retail environment Unit Selection
LO1 Know how to sort donated goods safely
LO2 Be able to sort donated goods for selling or recycling
Overall unit progress
Group C1 Optional Unit Unit 58: Maintain food safety while working with food in a retail environment Unit Selection
Know how own personal hygiene and behaviour contribute to food safety in a
LO1
retail environment
Know how to deal with indicators of potential food safety hazards in a retail
LO2
environment
Be able to keep self and clothes clean while working with food in a retail
LO3
environment
Be able to deal with indicators of potential food safety hazards in a retail
LO4
environment
Overall unit progress
Unit 59: Load orders for despatch from a retail store to customers Unit Selection
Group C1 Optional Unit
LO1 Know why it is important to work safely in the loading area
LO2 Know how own working practices contribute to an efficient delivery service
LO3 Be able to keep loading facilities and equipment in a usable condition
LO4 Be able to ensure that orders are ready for loading
LO5 Be able to load orders into delivery vehicles
Overall unit progress
Unit 60: Provide a counter and takeaway service Unit Selection
Group C1 Optional Unit
LO1 Be able to serve customers at the counter
LO2 Know how to serve customers at the counter
LO3 Be able to maintain counter and service areas
LO4 Know how to maintain counter and service areas
Overall unit progress
Unit 61: Contribute to monitoring and maintaining ease of shopping in a retail
Group C1 Optional Unit
Unit Selection
sales area
LO1 Know how the layout and appearance of the sales floor influences sales
LO2 Be able to maintain own area of the sales floor during trading hours
Be able to report problems that could have a negative effect on the customer
LO3
experience
Overall unit progress
Unit 62: Audit stock levels and stock inventories in a retail environment
Group C2 Optional Unit
Unit Selection
LO1 Be able to implement a stock audit in a retail environment
Group C2 Optional Un
Be able to use the findings of an audit to identify and resolve problems with stock
LO2
levels and stock inventories
LO3 Be able to communicate the results of an audit
Overall unit progress
Group C2 Optional Unit
Unit 63: Manage staff to receive goods in a retail environment Unit Selection
Be able to manage staff to receive and check incoming deliveries of goods in a
LO1
retail environment
Overall unit progress
Unit 64: Organise and monitor the storage of stock in a retail environment Unit Selection
Group C2 Optional Unit
LO1 Understand the causes and prevention of stock loss within storage systems
LO2 Understand the legal and organisational requirements for storing stock
LO3 Be able to organise the use of storage facilities in a retail environment
LO4 Be able to monitor the storage and care of stock in a retail environment
Overall unit progress
Unit 65: Maintain the availability of goods on display in a retail environment to
Unit Selection
promote sales
Group C2 Optional Unit
LO1 Understand how the display of goods can promote sales
LO2 Understand legal and organisational requirements for displaying goods
LO3 Be able to organise staff to display goods for retail sale
LO4 Be able to evaluate the effectiveness of displays
LO5 Be able to maintain the required quantity and quality of goods on display
Overall unit progress
Group C2 Optional Unit
Unit 66: Manage the payment transaction process in a retail environment Unit Selection
LO1 Be able to monitor payment transaction processing in a retail environment
LO2 Be able to manage the operation of payment points in a retail environment
Overall unit progress
Unit 67: Choose merchandise to feature in visual merchandising displays Unit Selection
p C2 Optional Unit
Group C2 Optional Unit
Understand the purpose of featuring merchandise in visual merchandising
LO1
displays
LO2 Be able to evaluate merchandise for its display potential
Be able to liaise with decision makers concerning the merchandise to be featured
LO3
in a display
Overall unit progress
Unit 68: Manage the use of signage and graphics in visual merchandising
Unit Selection
displays
LO1 Understand how signage and graphics are used in visual merchandising displays
Understand the importance of complying with legal requirements relating to the
LO2
use of signage and graphics in visual merchandising
Group C2 Optional Unit
Understand the importance of monitoring the use of signage and graphics in
LO3
visual merchandising displays
Be able to assess the signage and graphics needed for visual merchandising
LO4
displays
Be able to source the signage and graphics needed for visual merchandising
LO5
displays
Be able to co-ordinate the use of signage and graphics in visual merchandising
LO6
displays
Be able to monitor the use of signage and graphics in visual merchandising
LO7
displays
Overall unit progress
Unit 69: Evaluate the effectiveness of visual merchandising displays Unit Selection
Group C2 Optional Unit
Understand the types of evidence used to evaluate the effectiveness of visual
LO1
merchandising displays
Be able to gather information about customers’ responses to visual
LO2
merchandising displays
Be able to analyse information from customers’ responses to evaluate the
LO3
effectiveness of visual merchandising displays
Overall unit progress
Unit 70: Contribute to improving a retail organisation's visual merchandising
Unit Selection
policy
Group C2 Optional Unit
Understand how visual merchandising and visual design can benefit an
LO1
organisation
LO2 Be able to evaluate the organisation’s approach to visual design
LO3 Be able to recommend new ideas for the organisation’s visual design
Be able to support staff putting the organisation’s visual design policy into
LO4
practice
Overall unit progress
Unit 71: Help customers to choose specialist products in a retail environment Unit Selection
Understand commercial awareness in relation to the organisation, its target
Group C2 Optional Unit
LO1
market and product offer
LO2 Understand the specialist products within own area of responsibility
LO3 Be able to initiate and develop a rapport with customers
LO4 Be able to match specialist products to individual customer requirements
Be able to maintain own product knowledge and expertise in relation to specialist
LO5
products
Overall unit progress
Unit 72: Produce staffing schedules to help a retail team to achieve its targets Unit Selection
Group C2 Optional Unit
Understand the uses of and constraints upon the staffing schedules for a retail
LO1
team
LO2 Be able to produce staffing schedules for a retail team
Be able to adjust staffing schedules to take account of changing operational
LO3
needs and constraints
Overall unit progress
Group C2 Optional Unit
Unit 73: Monitor and support secure payment point use during trading hours Unit Selection
LO1 Understand the data security risks associated with payment point use
LO2 Be able to monitor and support secure payment point use during trading hours
Overall unit progress
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Level 2 Diploma in Health and Social Care
Learner Progress Tracker
Learner: Name 8
Group A Mandatory Unit
Unit 1: Work effectively in a retail team Unit Selection
Understand how to recognise discrimination, bullying and harassment in own
LO1
workplace
LO2 Be able to work effectively in a retail team Mandatory Unit
LO3 Be able to improve own work performance in a retail team
Overall unit progress
Unit 2: Receive goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of preparing for expected deliveries
LO2 Understand own responsibility for handling goods and materials
LO3 Be able to prepare to receive deliveries in a retail environment
LO4 Be able to receive deliveries into storage in a retail environment
Overall unit progress
Unit 3: Place goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
Understand the requirements for storing goods and materials in a retail
LO1
environment
LO2 Know procedures for resolving problems with storage facilities and equipment
LO3 Be able to place goods and materials into storage in a retail environment
Overall unit progress
Unit 4: Keep stock on sale at required levels in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the relationship between stock levels and demand for stock
LO2 Understand the relationship between stock levels and the quality of stock on sale
LO3 Be able to check the level of stock on sale in a retail environment
LO4 Be able to replenish stock on sale in a retail environment
Overall unit progress
Unit 5: Process customer orders for goods in a retail environment Unit Selection
Understand the importance of customer service in relation to processing
LO1
roup B Optional Unit
customers’ orders
Group B Optional Unit
Understand the correct use of customer information in relation to processing
LO2
customers’ orders
LO3 Be able to find out what customers want to order
LO4 Be able to check the availability of the goods customers want to order
LO5 Be able to process orders for customers
Overall unit progress
Unit 6: Process returned goods in a retail environment Unit Selection
Group B Optional Unit
LO1 Know about rights and responsibilities in relation to returned goods
LO2 Understand the importance of stock control systems
LO3 Be able to help retail customers who need to return goods
LO4 Be able to process returned goods
Overall unit progress
Group B Optional Unit
Unit 7: Assemble products for display in a retail environment Unit Selection
LO1 Be able to assemble products for display in a retail environment
Overall unit progress
Unit 8: Hand-process fish in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand safe working practices in relation to hand-processing fish
Understand the relationship between the anatomy of fish and the way fish are
LO2
hand-processed
LO3 Be able to hand process fish
LO4 Be able to maintain own work area in a condition fit for hand-processing fish
Overall unit progress
Group B Optional Unit
Unit 9: Process greengrocery products for sale in a retail environment Unit Selection
LO1 Be able to prepare greengrocery products for sale
LO2 Be able to replenish displays of greengrocery products
LO3 Be able to maintain the quality of greengrocery products on display
Overall unit progress
Unit 10: Finish meat products by hand in a retail environment Unit Selection
p B Optional Unit
Group B Optional Unit
Be able to check the suitability of meat products for finishing in a retail
LO1
environment
Be able to organise own work area and equipment for finishing meat products in
LO2
a retail environment
LO3 Be able to achieve meat product yield and finish in a retail environment
Overall unit progress
Unit 11: Organise own work to meet a dough production schedule in a retail
Unit Selection
environment
Group B Optional Unit
Understand the importance of maintaining health and safety and food safety
LO1
during dough production
Understand why efficient and effective dough production is important to the
LO2
organisation and its customers
Be able to organise own work to meet a dough production schedule in a retail
LO3
environment
Overall unit progress
Group B Optional Unit
Unit 12: Select, weigh and measure bakery ingredients Unit Selection
LO1 Check quantities of ingredients
LO2 Select ingredients
LO3 Weigh and measure ingredients
Overall unit progress
Group B Optional Unit
Unit 13: Hand-divide, mould and shape fermented dough Unit Selection
LO1 Hand-divide fermented dough to specifications and instructions
LO2 Hand-mould and shape fermented dough
Overall unit progress
Unit 14: Maintain food safety while working with food in a retail environment Unit Selection
Group B Optional Unit
LO1 Know how food in a retail environment can become unsafe for consumers
Know the routine working practices that contribute to food safety in a retail
LO2
environment
LO3 Be able to maintain own work area in a safe condition for working with food
LO4 Be able to work with food in a way that keeps it safe for customers
LO5 Be able to record the condition of food
Overall unit progress
Group B Optional Unit Unit 15: Pick products in a retail environment to fulfil customer orders Unit Selection
LO1 Be able to organise own work to pick orders within a retail environment
LO2 Be able to pick products in a retail environment to meet customer requirements
Be able to prepare picked orders for collection or despatch from a retail
LO3
environment
Overall unit progress
Unit 16: Check stock levels and sort out problems with stock levels in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the purpose of checking stock levels in a retail environment
LO2 Be able to check stock levels in a retail environment as instructed
Be able to deal with or report stock-related problems that arise when checking
LO3
stock levels in a retail environment
Overall unit progress
Unit 17: Maintain moisture levels for crops or plants Unit Selection
LO1 Know why it is important to maintain moisture for crops and plants
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to select, use and maintain equipment
LO5 Be able to maintain moisture levels for crops and plants
LO6 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 18: Provide nutrients to crops or plants Unit Selection
LO1 Know how nutrient requirements vary and their method of application
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to provide nutrients to plants or crops
LO5 Be able to work safely and minimise environmental damage
LO6 Be able to select use and maintain equipment
Overall unit progress
Unit 19: Remove unwanted plant growth to maintain development Unit Selection
LO1 Know the different types of unwanted plant growth
LO2 Know how to maintain plant development
Group B Optional Unit
LO3 Know the types of equipment required and how to maintain them
LO4 Know the current health and safety legislation and environmental good practice
LO5 Be able to select, use and maintain equipment
LO6 Be able to identify unwanted plant growth
LO7 Be able to remove unwanted plant growth
LO8 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 20: Identify and report the presence of pests, diseases and disorders Unit Selection
Group B Optional Unit
LO1 Identify and report the presence of pests, diseases and disorders
LO2 Be able to work safely and minimise environmental damage
LO3 Know how to identify and report the presence of pests, diseases and disorders
LO4 Know relevant health and safety legislation and environmental good practice
Overall unit progress
Unit 21: Finish bake-off food products in a retail environment Unit Selection
Group B Optional Unit
Understand the baking and cooling processes that apply to bake-off food
LO1
products
LO2 Know the legal and organisational requirements that apply to bake-off products
LO3 Be able to finish the baking process of bake-off products in a retail environment
Overall unit progress
Group B Optional Unit
Unit 22: Glaze, coat or decorate bake-off products for sale in a retail environment Unit Selection
Know the legal and organisational requirements that apply when glazing, coating
LO1
and decorating bake-off products in a retail environment
LO2 Be able to glaze, coat and decorate bake-off products in a retail environment
Overall unit progress
Unit 23: Display stock to promote sales to customers in a retail environment Unit Selection
Understand the importance of checking for potential health and safety issues
LO1
before setting up and dismantling displays
LO2 Understand how displays help to promote sales
Group B Optional Unit
LO3 Know about legal requirements for labelling products in a display
Be able to establish the availability of space and other resources needed for a
LO4
display
LO5 Be able to prepare a display area for use in a retail environment
LO6 Be able to set up a display in a retail environment
LO7 Be able to label a display of stock in a retail environment
LO8 Be able to dismantle a display in a retail environment
Overall unit progress
Unit 24: Help customers to choose products in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of focusing on the individual customer’s requirements
LO2 Know how sales are confirmed with the customer and closed
LO3 Be able to find out what products customers may be interested in buying
LO4 Be able to help customers to choose the products that best meet their needs
LO5 Be able to close sales
Overall unit progress
Group B Optional Unit
Unit 25: Carry out promotional campaigns in a retail environment Unit Selection
LO1 Understand opportunities to promote particular products
LO2 Be able to promote products to customers as part of a promotional campaign
LO3 Be able to contribute to the evaluation of a promotional campaign
Overall unit progress
Unit 26: Deal with customer queries and complaints in a retail environment Unit Selection
Group B Optional Unit
Understand how resolving customer queries and complaints contributes to
LO1
customer loyalty and confidence
Understand how to manage angry customers when dealing with customer
LO2
queries and complaints in a retail environment
LO3 Be able to deal with customers’ queries in a retail environment
LO4 Be able to deal with customers’ complaints in a retail environment
Group
Overall unit progress
Unit 27: Demonstrate products to customers in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand how product demonstrations can help to increase sales
Be able to make the preparations needed to ensure a safe and efficient product
LO2
demonstration
Be able to communicate to customers the features and benefits of the products
LO3
being demonstrated
LO4 Be able to tidy the demonstration area when a product demonstration is finished
Overall unit progress
Group B Optional Unit
Unit 28: Process payments for purchases in a retail environment Unit Selection
Understand legal and organisational requirements for processing payments in a
LO1
retail environment
LO2 Be able to process payments for purchases in a retail environment
Overall unit progress
Unit 29: Process applications for credit agreements offered in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the legal aspects of offering credit agreements
LO2 Understand legal aspects of processing credit agreement applications
Be able to process applications for credit agreements offered in a retail
LO3
environment
Overall unit progress
Unit 30: Promote loyalty schemes to customers in a retail environment Unit Selection
Group B Optional Unit
Understand the benefits to the organisation of signing customers up to the
LO1
organisation’s loyalty scheme
Understand the importance of giving customers a good impression when
LO2
promoting the organisation’s loyalty scheme
Be able to communicate to customers the features and benefits of the
LO3
organisation’s loyalty scheme
LO4 Be able to gain customers’ commitment to the organisation’s loyalty scheme
Overall unit progress
Unit 31: Provide a bra fitting service in a retail environment Unit Selection
LO1 Understand what a bra fitting session involves
B Optional Unit
Group B Optional Unit
LO2 Know the features and benefits of different types of bra
LO3 Understand how to prolong the life of a bra
LO4 Know the arrangements for obtaining bras both in and out of stock
LO5 Know how to fit customers for bras
LO6 Be able to find potential customers for the bra fitting service
LO7 Be able to fit customer for bras
Overall unit progress
Unit 32: Follow guidelines for planning and preparing visual merchandising
Unit Selection
displays
LO1 Understand the importance of visual merchandising displays and design briefs
Group B Optional Unit
Understand the selection of approaches and effects in visual merchandising
LO2
displays
Understand the sourcing of merchandise and props to be featured in visual
LO3
merchandising displays
LO4 Be able to plan visual merchandising displays to fulfil a design brief
Be able to source merchandise and props to be featured in visual merchandising
LO5
displays
Overall unit progress
Unit 33: Dress visual merchandising displays to attract customers Unit Selection
Group B Optional Unit
LO1 Understand the purpose of visual merchandising displays
LO2 Understand how visual merchandising displays achieve their intended purposes
LO3 Be able to dress in-store displays and window displays
Overall unit progress
Unit 34: Order and position signage and graphics for visual merchandising
Group B Optional Unit
Unit Selection
displays
LO1 Understand the role of signage and graphics within visual merchandising
LO2 Be able to source signage and graphics to meet visual merchandising needs
LO3 Be able to position signage and graphics to support visual merchandising
Overall unit progress
Unit 35: Dismantle and store props and graphics from visual merchandising
Unit Selection
Group B Optional Unit
displays
Understand the importance of storing props and graphics for future use in visual
LO1
merchandising displays
Group B Optional Un
LO2 Be able to dismantle visual merchandising displays
Be able to store props and graphics from dismantled visual merchandising
LO3
displays
Overall unit progress
Unit 36: Make props and decorate fixtures and panels for visual merchandising
Unit Selection
displays
Group B Optional Unit
LO1 Understand the purpose of props within visual merchandising displays
LO2 Be able to specify requirements for visual merchandising props
LO3 Be able to make props for use in visual merchandising displays
LO4 Be able to decorate fixtures and panels for visual merchandising displays
Overall unit progress
Unit 37: Assemble visual merchandising displays Unit Selection
Group B Optional Unit
LO1 Understand the purpose of layout design
LO2 Know how to interpret instructions for assembling visual merchandising displays
LO3 Be able to assemble visual merchandising displays
Overall unit progress
Unit 38: Follow point-of-sale procedures for age-restricted products in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Know about legislation relating to the retail sale of age-restricted products
Understand the importance of maintaining customer goodwill when requesting
LO2
proof of age
Be able to follow point-of-sale procedures for age-restricted products in a retail
LO3
environment
Overall unit progress
Unit 39: Provide National Lottery products to customers Unit Selection
Group B Optional Unit
LO1 Understand how the National Lottery operates
LO2 Be able to use the service terminal
LO3 Be able to communicate with customers concerning National Lottery products
LO4 Be able to process National Lottery prize payouts
Overall unit progress
p B Optional Unit
Unit 40: Advise customers on the fixing and care of tiles Unit Selection
Group B Optional Unit
LO1 Be able to establish customer requirements for fixing tiles
LO2 Be able to explain to customers how to fix tiles
LO3 Be able to recommend additional products to customers
Overall unit progress
Group B Optional Unit
Unit 41: Cash up in a retail environment Unit Selection
LO1 Be able to cash up accurately in a retail environment
Overall unit progress
Group B Optional Unit
Unit 42: Promote a retail store’s credit card to customers in a retail environment Unit Selection
Understand the importance of promoting a retail store’s credit card to both
LO1
potential and existing holders of the card
LO2 Be able to promote a retail store’s credit card to customers in a retail environment
Overall unit progress
Unit 43: Provide service to customers in a dressing room in a retail environment Unit Selection
Be able to use the dressing room facilities in a retail environment to create sales
Group B Optional Unit
LO1
opportunities
Be able to take measures to minimise stock loss while serving customers in a
LO2
dressing room in a retail environment
Be able to keep dressing room facilities in a retail environment ready for
LO3
customer use
Be able to process unsold merchandise in a dressing room in a retail
LO4
environment
Overall unit progress
Unit 44: Promote food or drink products by offering samples to customers Unit Selection
Group B Optional Unit
Understand the business reasons for offering samples of food or drink to
LO1
customers
LO2 Be able to set up attractive and hygienic displays of food or drink samples
LO3 Be able to interact with customers at a display of food or drink samples
LO4 Be able to dispose of food or drink samples in line with organisational procedures
Overall unit progress
Unit 45: Deliver goods from a retail environment to the customer’s delivery
Unit Selection
Group B Optional Unit address
Understand the role of the delivery person in promoting a positive impression of
LO1
the retail organisation
Be able to prepare to deliver goods from a retail environment to customers’
LO2
delivery addresses
Be able to convey goods from a retail environment to customers’ delivery
LO3
addresses
LO4 Be able to complete deliveries of goods at customers’ delivery addresses
Overall unit progress
Unit 46: Help customers to apply for a retail store’s credit card and associated
Unit Selection
insurance products
Understand the legal requirements relating to informing customers about
LO1
insurance products associated with a retail store’s credit card
Group B Optional Unit
Understand the importance of helping customers to understand the implications
LO2
of applying for a retail store’s credit card and associated insurance products
Understand the legal requirements relating to helping customers to apply for the
LO3
store’s credit card and associated insurance products
Be able to offer customers insurance products associated with the store’s credit
LO4
card
Be able to help customers to apply for a retail store’s credit card and associated
LO5
insurance products
Overall unit progress
Group B Optional Unit
Unit 47: Help customers to choose delicatessen products in a retail environment Unit Selection
LO1 Be able to find out what customers are looking for at the delicatessen counter
LO2 Be able to suggest delicatessen products that meet customer needs
Overall unit progress
Unit 48: Portion delicatessen products to meet customer requirements in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Be able to cut and weigh delicatessen products to meet customer requirements
LO2 Be able to wrap or package portioned delicatessen products for customers
LO3 Be able to maintain the display of a delicatessen counter
Overall unit progress
Unit 49: Merchandise plants and other relevant products Unit Selection
roup B Optional Unit
LO1 Know how to merchandise plants and other products
Group B Optional Unit
LO2 Be able to merchandise plants and other products
LO3 Know how to maintain the condition of plants for sale
LO4 Be able to maintain plants ready for use
Overall unit progress
Unit 50: Demonstrate make-up and skincare products to customers at a beauty
Unit Selection
counter in a retail environment
Understand the commercial value of demonstrating make-up and skincare
LO1
Group B Optional Unit
products
LO2 Understand the elements of a demonstration of make-up and skincare products
Be able to prepare to demonstrate make-up and skincare products to customers
LO3
at a beauty counter in a retail environment
Be able to apply make-up or skincare products to customers as part of a
LO4
demonstration
LO5 Be able to conclude a demonstration of make-up or skincare products
Overall unit progress
Unit 51: Operate a customer record card system on a beauty counter in a retail
Unit Selection
environment
Group B Optional Unit
Understand how to maintain the customer record card system in a retail
LO1
environment
Be able to set up record cards for customers at a beauty counter in a retail
LO2
environment
Be able to use the record card system to recognise opportunities for increasing
LO3
sales at a beauty counter in a retail environment
Overall unit progress
Unit 52: Give customers a positive impression of yourself and your organisation Unit Selection
Group B Optional Unit
LO1 Establish rapport with customers
LO2 Respond appropriately to customers
LO3 Communicate information to customers
Understand how to give customers a positive impression of themselves and the
LO4
organisation
Overall unit progress
Unit 53: Protect own and others’ health and safety when working in a retail
Unit Selection
environment
Group B Optional Unit
LO1 Understand how to promote health and safety in own workplace
LO2 Understand own role in protecting own and others’ health and safety
Group B Optional
LO3 Be able to deal with accidents and emergencies in a retail environment
Be able to protect own and others’ health and safety during day-to-day work
LO4
activities
Overall unit progress
Group B Optional Unit
Unit 54: Reduce security risks in a retail environment Unit Selection
LO1 Know about security risks that can arise in a retail environment
LO2 Be able to reduce security risks in a retail environment
Overall unit progress
Unit 55: Prepare newspapers and magazines for return to merchandisers Unit Selection
Be able to plan own work to prepare newspapers and magazines for return to
Group B Optional Unit
LO1
merchandisers
Be able to gather together newspapers and magazines for return to
LO2
merchandisers
Be able to prepare batches of newspapers and magazines for return to
LO3
merchandisers
Be able to complete the administration associated with magazine and newspaper
LO4
returns
Overall unit progress
Unit 56: Check the accuracy of records of hours worked by staff in a retail
Unit Selection
environment
Understand the importance of maintaining accurate records of the hours worked
Group B Optional Unit
LO1
by staff in a retail environment
Understand the level of service that needs to be provided to colleagues in
LO2
relation to records of the number of hours they have worked
Be able to check the accuracy of records of hours worked by staff in a retail
LO3
environment
Be able to provide information about the number of hours worked by staff in a
LO4
retail environment
Overall unit progress
Group C1 Optional Unit
Unit 57: Sort donated goods for resale or recycling in a retail environment Unit Selection
LO1 Know how to sort donated goods safely
LO2 Be able to sort donated goods for selling or recycling
Overall unit progress
Group C1 Optional Unit Unit 58: Maintain food safety while working with food in a retail environment Unit Selection
Know how own personal hygiene and behaviour contribute to food safety in a
LO1
retail environment
Know how to deal with indicators of potential food safety hazards in a retail
LO2
environment
Be able to keep self and clothes clean while working with food in a retail
LO3
environment
Be able to deal with indicators of potential food safety hazards in a retail
LO4
environment
Overall unit progress
Unit 59: Load orders for despatch from a retail store to customers Unit Selection
Group C1 Optional Unit
LO1 Know why it is important to work safely in the loading area
LO2 Know how own working practices contribute to an efficient delivery service
LO3 Be able to keep loading facilities and equipment in a usable condition
LO4 Be able to ensure that orders are ready for loading
LO5 Be able to load orders into delivery vehicles
Overall unit progress
Unit 60: Provide a counter and takeaway service Unit Selection
Group C1 Optional Unit
LO1 Be able to serve customers at the counter
LO2 Know how to serve customers at the counter
LO3 Be able to maintain counter and service areas
LO4 Know how to maintain counter and service areas
Overall unit progress
Unit 61: Contribute to monitoring and maintaining ease of shopping in a retail
Group C1 Optional Unit
Unit Selection
sales area
LO1 Know how the layout and appearance of the sales floor influences sales
LO2 Be able to maintain own area of the sales floor during trading hours
Be able to report problems that could have a negative effect on the customer
LO3
experience
Overall unit progress
Unit 62: Audit stock levels and stock inventories in a retail environment
Group C2 Optional Unit
Unit Selection
LO1 Be able to implement a stock audit in a retail environment
Group C2 Optional Un
Be able to use the findings of an audit to identify and resolve problems with stock
LO2
levels and stock inventories
LO3 Be able to communicate the results of an audit
Overall unit progress
Group C2 Optional Unit
Unit 63: Manage staff to receive goods in a retail environment Unit Selection
Be able to manage staff to receive and check incoming deliveries of goods in a
LO1
retail environment
Overall unit progress
Unit 64: Organise and monitor the storage of stock in a retail environment Unit Selection
Group C2 Optional Unit
LO1 Understand the causes and prevention of stock loss within storage systems
LO2 Understand the legal and organisational requirements for storing stock
LO3 Be able to organise the use of storage facilities in a retail environment
LO4 Be able to monitor the storage and care of stock in a retail environment
Overall unit progress
Unit 65: Maintain the availability of goods on display in a retail environment to
Unit Selection
promote sales
Group C2 Optional Unit
LO1 Understand how the display of goods can promote sales
LO2 Understand legal and organisational requirements for displaying goods
LO3 Be able to organise staff to display goods for retail sale
LO4 Be able to evaluate the effectiveness of displays
LO5 Be able to maintain the required quantity and quality of goods on display
Overall unit progress
Group C2 Optional Unit
Unit 66: Manage the payment transaction process in a retail environment Unit Selection
LO1 Be able to monitor payment transaction processing in a retail environment
LO2 Be able to manage the operation of payment points in a retail environment
Overall unit progress
Unit 67: Choose merchandise to feature in visual merchandising displays Unit Selection
p C2 Optional Unit
Group C2 Optional Unit
Understand the purpose of featuring merchandise in visual merchandising
LO1
displays
LO2 Be able to evaluate merchandise for its display potential
Be able to liaise with decision makers concerning the merchandise to be featured
LO3
in a display
Overall unit progress
Unit 68: Manage the use of signage and graphics in visual merchandising
Unit Selection
displays
LO1 Understand how signage and graphics are used in visual merchandising displays
Understand the importance of complying with legal requirements relating to the
LO2
use of signage and graphics in visual merchandising
Group C2 Optional Unit
Understand the importance of monitoring the use of signage and graphics in
LO3
visual merchandising displays
Be able to assess the signage and graphics needed for visual merchandising
LO4
displays
Be able to source the signage and graphics needed for visual merchandising
LO5
displays
Be able to co-ordinate the use of signage and graphics in visual merchandising
LO6
displays
Be able to monitor the use of signage and graphics in visual merchandising
LO7
displays
Overall unit progress
Unit 69: Evaluate the effectiveness of visual merchandising displays Unit Selection
Group C2 Optional Unit
Understand the types of evidence used to evaluate the effectiveness of visual
LO1
merchandising displays
Be able to gather information about customers’ responses to visual
LO2
merchandising displays
Be able to analyse information from customers’ responses to evaluate the
LO3
effectiveness of visual merchandising displays
Overall unit progress
Unit 70: Contribute to improving a retail organisation's visual merchandising
Unit Selection
policy
Group C2 Optional Unit
Understand how visual merchandising and visual design can benefit an
LO1
organisation
LO2 Be able to evaluate the organisation’s approach to visual design
LO3 Be able to recommend new ideas for the organisation’s visual design
Be able to support staff putting the organisation’s visual design policy into
LO4
practice
Overall unit progress
Unit 71: Help customers to choose specialist products in a retail environment Unit Selection
Understand commercial awareness in relation to the organisation, its target
Group C2 Optional Unit
LO1
market and product offer
LO2 Understand the specialist products within own area of responsibility
LO3 Be able to initiate and develop a rapport with customers
LO4 Be able to match specialist products to individual customer requirements
Be able to maintain own product knowledge and expertise in relation to specialist
LO5
products
Overall unit progress
Unit 72: Produce staffing schedules to help a retail team to achieve its targets Unit Selection
Group C2 Optional Unit
Understand the uses of and constraints upon the staffing schedules for a retail
LO1
team
LO2 Be able to produce staffing schedules for a retail team
Be able to adjust staffing schedules to take account of changing operational
LO3
needs and constraints
Overall unit progress
Group C2 Optional Unit
Unit 73: Monitor and support secure payment point use during trading hours Unit Selection
LO1 Understand the data security risks associated with payment point use
LO2 Be able to monitor and support secure payment point use during trading hours
Overall unit progress
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Level 2 Diploma in Health and Social Care
Learner Progress Tracker
Learner: Name 9
Group A Mandatory Unit
Unit 1: Work effectively in a retail team Unit Selection
Understand how to recognise discrimination, bullying and harassment in own
LO1
workplace
LO2 Be able to work effectively in a retail team Mandatory Unit
LO3 Be able to improve own work performance in a retail team
Overall unit progress
Unit 2: Receive goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of preparing for expected deliveries
LO2 Understand own responsibility for handling goods and materials
LO3 Be able to prepare to receive deliveries in a retail environment
LO4 Be able to receive deliveries into storage in a retail environment
Overall unit progress
Unit 3: Place goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
Understand the requirements for storing goods and materials in a retail
LO1
environment
LO2 Know procedures for resolving problems with storage facilities and equipment
LO3 Be able to place goods and materials into storage in a retail environment
Overall unit progress
Unit 4: Keep stock on sale at required levels in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the relationship between stock levels and demand for stock
LO2 Understand the relationship between stock levels and the quality of stock on sale
LO3 Be able to check the level of stock on sale in a retail environment
LO4 Be able to replenish stock on sale in a retail environment
Overall unit progress
Unit 5: Process customer orders for goods in a retail environment Unit Selection
Understand the importance of customer service in relation to processing
LO1
roup B Optional Unit
customers’ orders
Group B Optional Unit
Understand the correct use of customer information in relation to processing
LO2
customers’ orders
LO3 Be able to find out what customers want to order
LO4 Be able to check the availability of the goods customers want to order
LO5 Be able to process orders for customers
Overall unit progress
Unit 6: Process returned goods in a retail environment Unit Selection
Group B Optional Unit
LO1 Know about rights and responsibilities in relation to returned goods
LO2 Understand the importance of stock control systems
LO3 Be able to help retail customers who need to return goods
LO4 Be able to process returned goods
Overall unit progress
Group B Optional Unit
Unit 7: Assemble products for display in a retail environment Unit Selection
LO1 Be able to assemble products for display in a retail environment
Overall unit progress
Unit 8: Hand-process fish in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand safe working practices in relation to hand-processing fish
Understand the relationship between the anatomy of fish and the way fish are
LO2
hand-processed
LO3 Be able to hand process fish
LO4 Be able to maintain own work area in a condition fit for hand-processing fish
Overall unit progress
Group B Optional Unit
Unit 9: Process greengrocery products for sale in a retail environment Unit Selection
LO1 Be able to prepare greengrocery products for sale
LO2 Be able to replenish displays of greengrocery products
LO3 Be able to maintain the quality of greengrocery products on display
Overall unit progress
Unit 10: Finish meat products by hand in a retail environment Unit Selection
p B Optional Unit
Group B Optional Unit
Be able to check the suitability of meat products for finishing in a retail
LO1
environment
Be able to organise own work area and equipment for finishing meat products in
LO2
a retail environment
LO3 Be able to achieve meat product yield and finish in a retail environment
Overall unit progress
Unit 11: Organise own work to meet a dough production schedule in a retail
Unit Selection
environment
Group B Optional Unit
Understand the importance of maintaining health and safety and food safety
LO1
during dough production
Understand why efficient and effective dough production is important to the
LO2
organisation and its customers
Be able to organise own work to meet a dough production schedule in a retail
LO3
environment
Overall unit progress
Group B Optional Unit
Unit 12: Select, weigh and measure bakery ingredients Unit Selection
LO1 Check quantities of ingredients
LO2 Select ingredients
LO3 Weigh and measure ingredients
Overall unit progress
Group B Optional Unit
Unit 13: Hand-divide, mould and shape fermented dough Unit Selection
LO1 Hand-divide fermented dough to specifications and instructions
LO2 Hand-mould and shape fermented dough
Overall unit progress
Unit 14: Maintain food safety while working with food in a retail environment Unit Selection
Group B Optional Unit
LO1 Know how food in a retail environment can become unsafe for consumers
Know the routine working practices that contribute to food safety in a retail
LO2
environment
LO3 Be able to maintain own work area in a safe condition for working with food
LO4 Be able to work with food in a way that keeps it safe for customers
LO5 Be able to record the condition of food
Overall unit progress
Group B Optional Unit Unit 15: Pick products in a retail environment to fulfil customer orders Unit Selection
LO1 Be able to organise own work to pick orders within a retail environment
LO2 Be able to pick products in a retail environment to meet customer requirements
Be able to prepare picked orders for collection or despatch from a retail
LO3
environment
Overall unit progress
Unit 16: Check stock levels and sort out problems with stock levels in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the purpose of checking stock levels in a retail environment
LO2 Be able to check stock levels in a retail environment as instructed
Be able to deal with or report stock-related problems that arise when checking
LO3
stock levels in a retail environment
Overall unit progress
Unit 17: Maintain moisture levels for crops or plants Unit Selection
LO1 Know why it is important to maintain moisture for crops and plants
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to select, use and maintain equipment
LO5 Be able to maintain moisture levels for crops and plants
LO6 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 18: Provide nutrients to crops or plants Unit Selection
LO1 Know how nutrient requirements vary and their method of application
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to provide nutrients to plants or crops
LO5 Be able to work safely and minimise environmental damage
LO6 Be able to select use and maintain equipment
Overall unit progress
Unit 19: Remove unwanted plant growth to maintain development Unit Selection
LO1 Know the different types of unwanted plant growth
LO2 Know how to maintain plant development
Group B Optional Unit
LO3 Know the types of equipment required and how to maintain them
LO4 Know the current health and safety legislation and environmental good practice
LO5 Be able to select, use and maintain equipment
LO6 Be able to identify unwanted plant growth
LO7 Be able to remove unwanted plant growth
LO8 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 20: Identify and report the presence of pests, diseases and disorders Unit Selection
Group B Optional Unit
LO1 Identify and report the presence of pests, diseases and disorders
LO2 Be able to work safely and minimise environmental damage
LO3 Know how to identify and report the presence of pests, diseases and disorders
LO4 Know relevant health and safety legislation and environmental good practice
Overall unit progress
Unit 21: Finish bake-off food products in a retail environment Unit Selection
Group B Optional Unit
Understand the baking and cooling processes that apply to bake-off food
LO1
products
LO2 Know the legal and organisational requirements that apply to bake-off products
LO3 Be able to finish the baking process of bake-off products in a retail environment
Overall unit progress
Group B Optional Unit
Unit 22: Glaze, coat or decorate bake-off products for sale in a retail environment Unit Selection
Know the legal and organisational requirements that apply when glazing, coating
LO1
and decorating bake-off products in a retail environment
LO2 Be able to glaze, coat and decorate bake-off products in a retail environment
Overall unit progress
Unit 23: Display stock to promote sales to customers in a retail environment Unit Selection
Understand the importance of checking for potential health and safety issues
LO1
before setting up and dismantling displays
LO2 Understand how displays help to promote sales
Group B Optional Unit
LO3 Know about legal requirements for labelling products in a display
Be able to establish the availability of space and other resources needed for a
LO4
display
LO5 Be able to prepare a display area for use in a retail environment
LO6 Be able to set up a display in a retail environment
LO7 Be able to label a display of stock in a retail environment
LO8 Be able to dismantle a display in a retail environment
Overall unit progress
Unit 24: Help customers to choose products in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of focusing on the individual customer’s requirements
LO2 Know how sales are confirmed with the customer and closed
LO3 Be able to find out what products customers may be interested in buying
LO4 Be able to help customers to choose the products that best meet their needs
LO5 Be able to close sales
Overall unit progress
Group B Optional Unit
Unit 25: Carry out promotional campaigns in a retail environment Unit Selection
LO1 Understand opportunities to promote particular products
LO2 Be able to promote products to customers as part of a promotional campaign
LO3 Be able to contribute to the evaluation of a promotional campaign
Overall unit progress
Unit 26: Deal with customer queries and complaints in a retail environment Unit Selection
Group B Optional Unit
Understand how resolving customer queries and complaints contributes to
LO1
customer loyalty and confidence
Understand how to manage angry customers when dealing with customer
LO2
queries and complaints in a retail environment
LO3 Be able to deal with customers’ queries in a retail environment
LO4 Be able to deal with customers’ complaints in a retail environment
Group
Overall unit progress
Unit 27: Demonstrate products to customers in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand how product demonstrations can help to increase sales
Be able to make the preparations needed to ensure a safe and efficient product
LO2
demonstration
Be able to communicate to customers the features and benefits of the products
LO3
being demonstrated
LO4 Be able to tidy the demonstration area when a product demonstration is finished
Overall unit progress
Group B Optional Unit
Unit 28: Process payments for purchases in a retail environment Unit Selection
Understand legal and organisational requirements for processing payments in a
LO1
retail environment
LO2 Be able to process payments for purchases in a retail environment
Overall unit progress
Unit 29: Process applications for credit agreements offered in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the legal aspects of offering credit agreements
LO2 Understand legal aspects of processing credit agreement applications
Be able to process applications for credit agreements offered in a retail
LO3
environment
Overall unit progress
Unit 30: Promote loyalty schemes to customers in a retail environment Unit Selection
Group B Optional Unit
Understand the benefits to the organisation of signing customers up to the
LO1
organisation’s loyalty scheme
Understand the importance of giving customers a good impression when
LO2
promoting the organisation’s loyalty scheme
Be able to communicate to customers the features and benefits of the
LO3
organisation’s loyalty scheme
LO4 Be able to gain customers’ commitment to the organisation’s loyalty scheme
Overall unit progress
Unit 31: Provide a bra fitting service in a retail environment Unit Selection
LO1 Understand what a bra fitting session involves
B Optional Unit
Group B Optional Unit
LO2 Know the features and benefits of different types of bra
LO3 Understand how to prolong the life of a bra
LO4 Know the arrangements for obtaining bras both in and out of stock
LO5 Know how to fit customers for bras
LO6 Be able to find potential customers for the bra fitting service
LO7 Be able to fit customer for bras
Overall unit progress
Unit 32: Follow guidelines for planning and preparing visual merchandising
Unit Selection
displays
LO1 Understand the importance of visual merchandising displays and design briefs
Group B Optional Unit
Understand the selection of approaches and effects in visual merchandising
LO2
displays
Understand the sourcing of merchandise and props to be featured in visual
LO3
merchandising displays
LO4 Be able to plan visual merchandising displays to fulfil a design brief
Be able to source merchandise and props to be featured in visual merchandising
LO5
displays
Overall unit progress
Unit 33: Dress visual merchandising displays to attract customers Unit Selection
Group B Optional Unit
LO1 Understand the purpose of visual merchandising displays
LO2 Understand how visual merchandising displays achieve their intended purposes
LO3 Be able to dress in-store displays and window displays
Overall unit progress
Unit 34: Order and position signage and graphics for visual merchandising
Group B Optional Unit
Unit Selection
displays
LO1 Understand the role of signage and graphics within visual merchandising
LO2 Be able to source signage and graphics to meet visual merchandising needs
LO3 Be able to position signage and graphics to support visual merchandising
Overall unit progress
Unit 35: Dismantle and store props and graphics from visual merchandising
Unit Selection
Group B Optional Unit
displays
Understand the importance of storing props and graphics for future use in visual
LO1
merchandising displays
Group B Optional Un
LO2 Be able to dismantle visual merchandising displays
Be able to store props and graphics from dismantled visual merchandising
LO3
displays
Overall unit progress
Unit 36: Make props and decorate fixtures and panels for visual merchandising
Unit Selection
displays
Group B Optional Unit
LO1 Understand the purpose of props within visual merchandising displays
LO2 Be able to specify requirements for visual merchandising props
LO3 Be able to make props for use in visual merchandising displays
LO4 Be able to decorate fixtures and panels for visual merchandising displays
Overall unit progress
Unit 37: Assemble visual merchandising displays Unit Selection
Group B Optional Unit
LO1 Understand the purpose of layout design
LO2 Know how to interpret instructions for assembling visual merchandising displays
LO3 Be able to assemble visual merchandising displays
Overall unit progress
Unit 38: Follow point-of-sale procedures for age-restricted products in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Know about legislation relating to the retail sale of age-restricted products
Understand the importance of maintaining customer goodwill when requesting
LO2
proof of age
Be able to follow point-of-sale procedures for age-restricted products in a retail
LO3
environment
Overall unit progress
Unit 39: Provide National Lottery products to customers Unit Selection
Group B Optional Unit
LO1 Understand how the National Lottery operates
LO2 Be able to use the service terminal
LO3 Be able to communicate with customers concerning National Lottery products
LO4 Be able to process National Lottery prize payouts
Overall unit progress
p B Optional Unit
Unit 40: Advise customers on the fixing and care of tiles Unit Selection
Group B Optional Unit
LO1 Be able to establish customer requirements for fixing tiles
LO2 Be able to explain to customers how to fix tiles
LO3 Be able to recommend additional products to customers
Overall unit progress
Group B Optional Unit
Unit 41: Cash up in a retail environment Unit Selection
LO1 Be able to cash up accurately in a retail environment
Overall unit progress
Group B Optional Unit
Unit 42: Promote a retail store’s credit card to customers in a retail environment Unit Selection
Understand the importance of promoting a retail store’s credit card to both
LO1
potential and existing holders of the card
LO2 Be able to promote a retail store’s credit card to customers in a retail environment
Overall unit progress
Unit 43: Provide service to customers in a dressing room in a retail environment Unit Selection
Be able to use the dressing room facilities in a retail environment to create sales
Group B Optional Unit
LO1
opportunities
Be able to take measures to minimise stock loss while serving customers in a
LO2
dressing room in a retail environment
Be able to keep dressing room facilities in a retail environment ready for
LO3
customer use
Be able to process unsold merchandise in a dressing room in a retail
LO4
environment
Overall unit progress
Unit 44: Promote food or drink products by offering samples to customers Unit Selection
Group B Optional Unit
Understand the business reasons for offering samples of food or drink to
LO1
customers
LO2 Be able to set up attractive and hygienic displays of food or drink samples
LO3 Be able to interact with customers at a display of food or drink samples
LO4 Be able to dispose of food or drink samples in line with organisational procedures
Overall unit progress
Unit 45: Deliver goods from a retail environment to the customer’s delivery
Unit Selection
Group B Optional Unit address
Understand the role of the delivery person in promoting a positive impression of
LO1
the retail organisation
Be able to prepare to deliver goods from a retail environment to customers’
LO2
delivery addresses
Be able to convey goods from a retail environment to customers’ delivery
LO3
addresses
LO4 Be able to complete deliveries of goods at customers’ delivery addresses
Overall unit progress
Unit 46: Help customers to apply for a retail store’s credit card and associated
Unit Selection
insurance products
Understand the legal requirements relating to informing customers about
LO1
insurance products associated with a retail store’s credit card
Group B Optional Unit
Understand the importance of helping customers to understand the implications
LO2
of applying for a retail store’s credit card and associated insurance products
Understand the legal requirements relating to helping customers to apply for the
LO3
store’s credit card and associated insurance products
Be able to offer customers insurance products associated with the store’s credit
LO4
card
Be able to help customers to apply for a retail store’s credit card and associated
LO5
insurance products
Overall unit progress
Group B Optional Unit
Unit 47: Help customers to choose delicatessen products in a retail environment Unit Selection
LO1 Be able to find out what customers are looking for at the delicatessen counter
LO2 Be able to suggest delicatessen products that meet customer needs
Overall unit progress
Unit 48: Portion delicatessen products to meet customer requirements in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Be able to cut and weigh delicatessen products to meet customer requirements
LO2 Be able to wrap or package portioned delicatessen products for customers
LO3 Be able to maintain the display of a delicatessen counter
Overall unit progress
Unit 49: Merchandise plants and other relevant products Unit Selection
roup B Optional Unit
LO1 Know how to merchandise plants and other products
Group B Optional Unit
LO2 Be able to merchandise plants and other products
LO3 Know how to maintain the condition of plants for sale
LO4 Be able to maintain plants ready for use
Overall unit progress
Unit 50: Demonstrate make-up and skincare products to customers at a beauty
Unit Selection
counter in a retail environment
Understand the commercial value of demonstrating make-up and skincare
LO1
Group B Optional Unit
products
LO2 Understand the elements of a demonstration of make-up and skincare products
Be able to prepare to demonstrate make-up and skincare products to customers
LO3
at a beauty counter in a retail environment
Be able to apply make-up or skincare products to customers as part of a
LO4
demonstration
LO5 Be able to conclude a demonstration of make-up or skincare products
Overall unit progress
Unit 51: Operate a customer record card system on a beauty counter in a retail
Unit Selection
environment
Group B Optional Unit
Understand how to maintain the customer record card system in a retail
LO1
environment
Be able to set up record cards for customers at a beauty counter in a retail
LO2
environment
Be able to use the record card system to recognise opportunities for increasing
LO3
sales at a beauty counter in a retail environment
Overall unit progress
Unit 52: Give customers a positive impression of yourself and your organisation Unit Selection
Group B Optional Unit
LO1 Establish rapport with customers
LO2 Respond appropriately to customers
LO3 Communicate information to customers
Understand how to give customers a positive impression of themselves and the
LO4
organisation
Overall unit progress
Unit 53: Protect own and others’ health and safety when working in a retail
Unit Selection
environment
Group B Optional Unit
LO1 Understand how to promote health and safety in own workplace
LO2 Understand own role in protecting own and others’ health and safety
Group B Optional
LO3 Be able to deal with accidents and emergencies in a retail environment
Be able to protect own and others’ health and safety during day-to-day work
LO4
activities
Overall unit progress
Group B Optional Unit
Unit 54: Reduce security risks in a retail environment Unit Selection
LO1 Know about security risks that can arise in a retail environment
LO2 Be able to reduce security risks in a retail environment
Overall unit progress
Unit 55: Prepare newspapers and magazines for return to merchandisers Unit Selection
Be able to plan own work to prepare newspapers and magazines for return to
Group B Optional Unit
LO1
merchandisers
Be able to gather together newspapers and magazines for return to
LO2
merchandisers
Be able to prepare batches of newspapers and magazines for return to
LO3
merchandisers
Be able to complete the administration associated with magazine and newspaper
LO4
returns
Overall unit progress
Unit 56: Check the accuracy of records of hours worked by staff in a retail
Unit Selection
environment
Understand the importance of maintaining accurate records of the hours worked
Group B Optional Unit
LO1
by staff in a retail environment
Understand the level of service that needs to be provided to colleagues in
LO2
relation to records of the number of hours they have worked
Be able to check the accuracy of records of hours worked by staff in a retail
LO3
environment
Be able to provide information about the number of hours worked by staff in a
LO4
retail environment
Overall unit progress
Group C1 Optional Unit
Unit 57: Sort donated goods for resale or recycling in a retail environment Unit Selection
LO1 Know how to sort donated goods safely
LO2 Be able to sort donated goods for selling or recycling
Overall unit progress
Group C1 Optional Unit Unit 58: Maintain food safety while working with food in a retail environment Unit Selection
Know how own personal hygiene and behaviour contribute to food safety in a
LO1
retail environment
Know how to deal with indicators of potential food safety hazards in a retail
LO2
environment
Be able to keep self and clothes clean while working with food in a retail
LO3
environment
Be able to deal with indicators of potential food safety hazards in a retail
LO4
environment
Overall unit progress
Unit 59: Load orders for despatch from a retail store to customers Unit Selection
Group C1 Optional Unit
LO1 Know why it is important to work safely in the loading area
LO2 Know how own working practices contribute to an efficient delivery service
LO3 Be able to keep loading facilities and equipment in a usable condition
LO4 Be able to ensure that orders are ready for loading
LO5 Be able to load orders into delivery vehicles
Overall unit progress
Unit 60: Provide a counter and takeaway service Unit Selection
Group C1 Optional Unit
LO1 Be able to serve customers at the counter
LO2 Know how to serve customers at the counter
LO3 Be able to maintain counter and service areas
LO4 Know how to maintain counter and service areas
Overall unit progress
Unit 61: Contribute to monitoring and maintaining ease of shopping in a retail
Group C1 Optional Unit
Unit Selection
sales area
LO1 Know how the layout and appearance of the sales floor influences sales
LO2 Be able to maintain own area of the sales floor during trading hours
Be able to report problems that could have a negative effect on the customer
LO3
experience
Overall unit progress
Unit 62: Audit stock levels and stock inventories in a retail environment
Group C2 Optional Unit
Unit Selection
LO1 Be able to implement a stock audit in a retail environment
Group C2 Optional Un
Be able to use the findings of an audit to identify and resolve problems with stock
LO2
levels and stock inventories
LO3 Be able to communicate the results of an audit
Overall unit progress
Group C2 Optional Unit
Unit 63: Manage staff to receive goods in a retail environment Unit Selection
Be able to manage staff to receive and check incoming deliveries of goods in a
LO1
retail environment
Overall unit progress
Unit 64: Organise and monitor the storage of stock in a retail environment Unit Selection
Group C2 Optional Unit
LO1 Understand the causes and prevention of stock loss within storage systems
LO2 Understand the legal and organisational requirements for storing stock
LO3 Be able to organise the use of storage facilities in a retail environment
LO4 Be able to monitor the storage and care of stock in a retail environment
Overall unit progress
Unit 65: Maintain the availability of goods on display in a retail environment to
Unit Selection
promote sales
Group C2 Optional Unit
LO1 Understand how the display of goods can promote sales
LO2 Understand legal and organisational requirements for displaying goods
LO3 Be able to organise staff to display goods for retail sale
LO4 Be able to evaluate the effectiveness of displays
LO5 Be able to maintain the required quantity and quality of goods on display
Overall unit progress
Group C2 Optional Unit
Unit 66: Manage the payment transaction process in a retail environment Unit Selection
LO1 Be able to monitor payment transaction processing in a retail environment
LO2 Be able to manage the operation of payment points in a retail environment
Overall unit progress
Unit 67: Choose merchandise to feature in visual merchandising displays Unit Selection
p C2 Optional Unit
Group C2 Optional Unit
Understand the purpose of featuring merchandise in visual merchandising
LO1
displays
LO2 Be able to evaluate merchandise for its display potential
Be able to liaise with decision makers concerning the merchandise to be featured
LO3
in a display
Overall unit progress
Unit 68: Manage the use of signage and graphics in visual merchandising
Unit Selection
displays
LO1 Understand how signage and graphics are used in visual merchandising displays
Understand the importance of complying with legal requirements relating to the
LO2
use of signage and graphics in visual merchandising
Group C2 Optional Unit
Understand the importance of monitoring the use of signage and graphics in
LO3
visual merchandising displays
Be able to assess the signage and graphics needed for visual merchandising
LO4
displays
Be able to source the signage and graphics needed for visual merchandising
LO5
displays
Be able to co-ordinate the use of signage and graphics in visual merchandising
LO6
displays
Be able to monitor the use of signage and graphics in visual merchandising
LO7
displays
Overall unit progress
Unit 69: Evaluate the effectiveness of visual merchandising displays Unit Selection
Group C2 Optional Unit
Understand the types of evidence used to evaluate the effectiveness of visual
LO1
merchandising displays
Be able to gather information about customers’ responses to visual
LO2
merchandising displays
Be able to analyse information from customers’ responses to evaluate the
LO3
effectiveness of visual merchandising displays
Overall unit progress
Unit 70: Contribute to improving a retail organisation's visual merchandising
Unit Selection
policy
Group C2 Optional Unit
Understand how visual merchandising and visual design can benefit an
LO1
organisation
LO2 Be able to evaluate the organisation’s approach to visual design
LO3 Be able to recommend new ideas for the organisation’s visual design
Be able to support staff putting the organisation’s visual design policy into
LO4
practice
Overall unit progress
Unit 71: Help customers to choose specialist products in a retail environment Unit Selection
Understand commercial awareness in relation to the organisation, its target
Group C2 Optional Unit
LO1
market and product offer
LO2 Understand the specialist products within own area of responsibility
LO3 Be able to initiate and develop a rapport with customers
LO4 Be able to match specialist products to individual customer requirements
Be able to maintain own product knowledge and expertise in relation to specialist
LO5
products
Overall unit progress
Unit 72: Produce staffing schedules to help a retail team to achieve its targets Unit Selection
Group C2 Optional Unit
Understand the uses of and constraints upon the staffing schedules for a retail
LO1
team
LO2 Be able to produce staffing schedules for a retail team
Be able to adjust staffing schedules to take account of changing operational
LO3
needs and constraints
Overall unit progress
Group C2 Optional Unit
Unit 73: Monitor and support secure payment point use during trading hours Unit Selection
LO1 Understand the data security risks associated with payment point use
LO2 Be able to monitor and support secure payment point use during trading hours
Overall unit progress
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Level 2 Diploma in Health and Social Care
Learner Progress Tracker
Learner: Name 10
Group A Mandatory Unit
Unit 1: Work effectively in a retail team Unit Selection
Understand how to recognise discrimination, bullying and harassment in own
LO1
workplace
LO2 Be able to work effectively in a retail team Mandatory Unit
LO3 Be able to improve own work performance in a retail team
Overall unit progress
Unit 2: Receive goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of preparing for expected deliveries
LO2 Understand own responsibility for handling goods and materials
LO3 Be able to prepare to receive deliveries in a retail environment
LO4 Be able to receive deliveries into storage in a retail environment
Overall unit progress
Unit 3: Place goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
Understand the requirements for storing goods and materials in a retail
LO1
environment
LO2 Know procedures for resolving problems with storage facilities and equipment
LO3 Be able to place goods and materials into storage in a retail environment
Overall unit progress
Unit 4: Keep stock on sale at required levels in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the relationship between stock levels and demand for stock
LO2 Understand the relationship between stock levels and the quality of stock on sale
LO3 Be able to check the level of stock on sale in a retail environment
LO4 Be able to replenish stock on sale in a retail environment
Overall unit progress
Unit 5: Process customer orders for goods in a retail environment Unit Selection
Understand the importance of customer service in relation to processing
LO1
roup B Optional Unit
customers’ orders
Group B Optional Unit
Understand the correct use of customer information in relation to processing
LO2
customers’ orders
LO3 Be able to find out what customers want to order
LO4 Be able to check the availability of the goods customers want to order
LO5 Be able to process orders for customers
Overall unit progress
Unit 6: Process returned goods in a retail environment Unit Selection
Group B Optional Unit
LO1 Know about rights and responsibilities in relation to returned goods
LO2 Understand the importance of stock control systems
LO3 Be able to help retail customers who need to return goods
LO4 Be able to process returned goods
Overall unit progress
Group B Optional Unit
Unit 7: Assemble products for display in a retail environment Unit Selection
LO1 Be able to assemble products for display in a retail environment
Overall unit progress
Unit 8: Hand-process fish in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand safe working practices in relation to hand-processing fish
Understand the relationship between the anatomy of fish and the way fish are
LO2
hand-processed
LO3 Be able to hand process fish
LO4 Be able to maintain own work area in a condition fit for hand-processing fish
Overall unit progress
Group B Optional Unit
Unit 9: Process greengrocery products for sale in a retail environment Unit Selection
LO1 Be able to prepare greengrocery products for sale
LO2 Be able to replenish displays of greengrocery products
LO3 Be able to maintain the quality of greengrocery products on display
Overall unit progress
Unit 10: Finish meat products by hand in a retail environment Unit Selection
p B Optional Unit
Group B Optional Unit
Be able to check the suitability of meat products for finishing in a retail
LO1
environment
Be able to organise own work area and equipment for finishing meat products in
LO2
a retail environment
LO3 Be able to achieve meat product yield and finish in a retail environment
Overall unit progress
Unit 11: Organise own work to meet a dough production schedule in a retail
Unit Selection
environment
Group B Optional Unit
Understand the importance of maintaining health and safety and food safety
LO1
during dough production
Understand why efficient and effective dough production is important to the
LO2
organisation and its customers
Be able to organise own work to meet a dough production schedule in a retail
LO3
environment
Overall unit progress
Group B Optional Unit
Unit 12: Select, weigh and measure bakery ingredients Unit Selection
LO1 Check quantities of ingredients
LO2 Select ingredients
LO3 Weigh and measure ingredients
Overall unit progress
Group B Optional Unit
Unit 13: Hand-divide, mould and shape fermented dough Unit Selection
LO1 Hand-divide fermented dough to specifications and instructions
LO2 Hand-mould and shape fermented dough
Overall unit progress
Unit 14: Maintain food safety while working with food in a retail environment Unit Selection
Group B Optional Unit
LO1 Know how food in a retail environment can become unsafe for consumers
Know the routine working practices that contribute to food safety in a retail
LO2
environment
LO3 Be able to maintain own work area in a safe condition for working with food
LO4 Be able to work with food in a way that keeps it safe for customers
LO5 Be able to record the condition of food
Overall unit progress
Group B Optional Unit Unit 15: Pick products in a retail environment to fulfil customer orders Unit Selection
LO1 Be able to organise own work to pick orders within a retail environment
LO2 Be able to pick products in a retail environment to meet customer requirements
Be able to prepare picked orders for collection or despatch from a retail
LO3
environment
Overall unit progress
Unit 16: Check stock levels and sort out problems with stock levels in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the purpose of checking stock levels in a retail environment
LO2 Be able to check stock levels in a retail environment as instructed
Be able to deal with or report stock-related problems that arise when checking
LO3
stock levels in a retail environment
Overall unit progress
Unit 17: Maintain moisture levels for crops or plants Unit Selection
LO1 Know why it is important to maintain moisture for crops and plants
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to select, use and maintain equipment
LO5 Be able to maintain moisture levels for crops and plants
LO6 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 18: Provide nutrients to crops or plants Unit Selection
LO1 Know how nutrient requirements vary and their method of application
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to provide nutrients to plants or crops
LO5 Be able to work safely and minimise environmental damage
LO6 Be able to select use and maintain equipment
Overall unit progress
Unit 19: Remove unwanted plant growth to maintain development Unit Selection
LO1 Know the different types of unwanted plant growth
LO2 Know how to maintain plant development
Group B Optional Unit
LO3 Know the types of equipment required and how to maintain them
LO4 Know the current health and safety legislation and environmental good practice
LO5 Be able to select, use and maintain equipment
LO6 Be able to identify unwanted plant growth
LO7 Be able to remove unwanted plant growth
LO8 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 20: Identify and report the presence of pests, diseases and disorders Unit Selection
Group B Optional Unit
LO1 Identify and report the presence of pests, diseases and disorders
LO2 Be able to work safely and minimise environmental damage
LO3 Know how to identify and report the presence of pests, diseases and disorders
LO4 Know relevant health and safety legislation and environmental good practice
Overall unit progress
Unit 21: Finish bake-off food products in a retail environment Unit Selection
Group B Optional Unit
Understand the baking and cooling processes that apply to bake-off food
LO1
products
LO2 Know the legal and organisational requirements that apply to bake-off products
LO3 Be able to finish the baking process of bake-off products in a retail environment
Overall unit progress
Group B Optional Unit
Unit 22: Glaze, coat or decorate bake-off products for sale in a retail environment Unit Selection
Know the legal and organisational requirements that apply when glazing, coating
LO1
and decorating bake-off products in a retail environment
LO2 Be able to glaze, coat and decorate bake-off products in a retail environment
Overall unit progress
Unit 23: Display stock to promote sales to customers in a retail environment Unit Selection
Understand the importance of checking for potential health and safety issues
LO1
before setting up and dismantling displays
LO2 Understand how displays help to promote sales
Group B Optional Unit
LO3 Know about legal requirements for labelling products in a display
Be able to establish the availability of space and other resources needed for a
LO4
display
LO5 Be able to prepare a display area for use in a retail environment
LO6 Be able to set up a display in a retail environment
LO7 Be able to label a display of stock in a retail environment
LO8 Be able to dismantle a display in a retail environment
Overall unit progress
Unit 24: Help customers to choose products in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of focusing on the individual customer’s requirements
LO2 Know how sales are confirmed with the customer and closed
LO3 Be able to find out what products customers may be interested in buying
LO4 Be able to help customers to choose the products that best meet their needs
LO5 Be able to close sales
Overall unit progress
Group B Optional Unit
Unit 25: Carry out promotional campaigns in a retail environment Unit Selection
LO1 Understand opportunities to promote particular products
LO2 Be able to promote products to customers as part of a promotional campaign
LO3 Be able to contribute to the evaluation of a promotional campaign
Overall unit progress
Unit 26: Deal with customer queries and complaints in a retail environment Unit Selection
Group B Optional Unit
Understand how resolving customer queries and complaints contributes to
LO1
customer loyalty and confidence
Understand how to manage angry customers when dealing with customer
LO2
queries and complaints in a retail environment
LO3 Be able to deal with customers’ queries in a retail environment
LO4 Be able to deal with customers’ complaints in a retail environment
Group
Overall unit progress
Unit 27: Demonstrate products to customers in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand how product demonstrations can help to increase sales
Be able to make the preparations needed to ensure a safe and efficient product
LO2
demonstration
Be able to communicate to customers the features and benefits of the products
LO3
being demonstrated
LO4 Be able to tidy the demonstration area when a product demonstration is finished
Overall unit progress
Group B Optional Unit
Unit 28: Process payments for purchases in a retail environment Unit Selection
Understand legal and organisational requirements for processing payments in a
LO1
retail environment
LO2 Be able to process payments for purchases in a retail environment
Overall unit progress
Unit 29: Process applications for credit agreements offered in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the legal aspects of offering credit agreements
LO2 Understand legal aspects of processing credit agreement applications
Be able to process applications for credit agreements offered in a retail
LO3
environment
Overall unit progress
Unit 30: Promote loyalty schemes to customers in a retail environment Unit Selection
Group B Optional Unit
Understand the benefits to the organisation of signing customers up to the
LO1
organisation’s loyalty scheme
Understand the importance of giving customers a good impression when
LO2
promoting the organisation’s loyalty scheme
Be able to communicate to customers the features and benefits of the
LO3
organisation’s loyalty scheme
LO4 Be able to gain customers’ commitment to the organisation’s loyalty scheme
Overall unit progress
Unit 31: Provide a bra fitting service in a retail environment Unit Selection
LO1 Understand what a bra fitting session involves
B Optional Unit
Group B Optional Unit
LO2 Know the features and benefits of different types of bra
LO3 Understand how to prolong the life of a bra
LO4 Know the arrangements for obtaining bras both in and out of stock
LO5 Know how to fit customers for bras
LO6 Be able to find potential customers for the bra fitting service
LO7 Be able to fit customer for bras
Overall unit progress
Unit 32: Follow guidelines for planning and preparing visual merchandising
Unit Selection
displays
LO1 Understand the importance of visual merchandising displays and design briefs
Group B Optional Unit
Understand the selection of approaches and effects in visual merchandising
LO2
displays
Understand the sourcing of merchandise and props to be featured in visual
LO3
merchandising displays
LO4 Be able to plan visual merchandising displays to fulfil a design brief
Be able to source merchandise and props to be featured in visual merchandising
LO5
displays
Overall unit progress
Unit 33: Dress visual merchandising displays to attract customers Unit Selection
Group B Optional Unit
LO1 Understand the purpose of visual merchandising displays
LO2 Understand how visual merchandising displays achieve their intended purposes
LO3 Be able to dress in-store displays and window displays
Overall unit progress
Unit 34: Order and position signage and graphics for visual merchandising
Group B Optional Unit
Unit Selection
displays
LO1 Understand the role of signage and graphics within visual merchandising
LO2 Be able to source signage and graphics to meet visual merchandising needs
LO3 Be able to position signage and graphics to support visual merchandising
Overall unit progress
Unit 35: Dismantle and store props and graphics from visual merchandising
Unit Selection
Group B Optional Unit
displays
Understand the importance of storing props and graphics for future use in visual
LO1
merchandising displays
Group B Optional Un
LO2 Be able to dismantle visual merchandising displays
Be able to store props and graphics from dismantled visual merchandising
LO3
displays
Overall unit progress
Unit 36: Make props and decorate fixtures and panels for visual merchandising
Unit Selection
displays
Group B Optional Unit
LO1 Understand the purpose of props within visual merchandising displays
LO2 Be able to specify requirements for visual merchandising props
LO3 Be able to make props for use in visual merchandising displays
LO4 Be able to decorate fixtures and panels for visual merchandising displays
Overall unit progress
Unit 37: Assemble visual merchandising displays Unit Selection
Group B Optional Unit
LO1 Understand the purpose of layout design
LO2 Know how to interpret instructions for assembling visual merchandising displays
LO3 Be able to assemble visual merchandising displays
Overall unit progress
Unit 38: Follow point-of-sale procedures for age-restricted products in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Know about legislation relating to the retail sale of age-restricted products
Understand the importance of maintaining customer goodwill when requesting
LO2
proof of age
Be able to follow point-of-sale procedures for age-restricted products in a retail
LO3
environment
Overall unit progress
Unit 39: Provide National Lottery products to customers Unit Selection
Group B Optional Unit
LO1 Understand how the National Lottery operates
LO2 Be able to use the service terminal
LO3 Be able to communicate with customers concerning National Lottery products
LO4 Be able to process National Lottery prize payouts
Overall unit progress
p B Optional Unit
Unit 40: Advise customers on the fixing and care of tiles Unit Selection
Group B Optional Unit
LO1 Be able to establish customer requirements for fixing tiles
LO2 Be able to explain to customers how to fix tiles
LO3 Be able to recommend additional products to customers
Overall unit progress
Group B Optional Unit
Unit 41: Cash up in a retail environment Unit Selection
LO1 Be able to cash up accurately in a retail environment
Overall unit progress
Group B Optional Unit
Unit 42: Promote a retail store’s credit card to customers in a retail environment Unit Selection
Understand the importance of promoting a retail store’s credit card to both
LO1
potential and existing holders of the card
LO2 Be able to promote a retail store’s credit card to customers in a retail environment
Overall unit progress
Unit 43: Provide service to customers in a dressing room in a retail environment Unit Selection
Be able to use the dressing room facilities in a retail environment to create sales
Group B Optional Unit
LO1
opportunities
Be able to take measures to minimise stock loss while serving customers in a
LO2
dressing room in a retail environment
Be able to keep dressing room facilities in a retail environment ready for
LO3
customer use
Be able to process unsold merchandise in a dressing room in a retail
LO4
environment
Overall unit progress
Unit 44: Promote food or drink products by offering samples to customers Unit Selection
Group B Optional Unit
Understand the business reasons for offering samples of food or drink to
LO1
customers
LO2 Be able to set up attractive and hygienic displays of food or drink samples
LO3 Be able to interact with customers at a display of food or drink samples
LO4 Be able to dispose of food or drink samples in line with organisational procedures
Overall unit progress
Unit 45: Deliver goods from a retail environment to the customer’s delivery
Unit Selection
Group B Optional Unit address
Understand the role of the delivery person in promoting a positive impression of
LO1
the retail organisation
Be able to prepare to deliver goods from a retail environment to customers’
LO2
delivery addresses
Be able to convey goods from a retail environment to customers’ delivery
LO3
addresses
LO4 Be able to complete deliveries of goods at customers’ delivery addresses
Overall unit progress
Unit 46: Help customers to apply for a retail store’s credit card and associated
Unit Selection
insurance products
Understand the legal requirements relating to informing customers about
LO1
insurance products associated with a retail store’s credit card
Group B Optional Unit
Understand the importance of helping customers to understand the implications
LO2
of applying for a retail store’s credit card and associated insurance products
Understand the legal requirements relating to helping customers to apply for the
LO3
store’s credit card and associated insurance products
Be able to offer customers insurance products associated with the store’s credit
LO4
card
Be able to help customers to apply for a retail store’s credit card and associated
LO5
insurance products
Overall unit progress
Group B Optional Unit
Unit 47: Help customers to choose delicatessen products in a retail environment Unit Selection
LO1 Be able to find out what customers are looking for at the delicatessen counter
LO2 Be able to suggest delicatessen products that meet customer needs
Overall unit progress
Unit 48: Portion delicatessen products to meet customer requirements in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Be able to cut and weigh delicatessen products to meet customer requirements
LO2 Be able to wrap or package portioned delicatessen products for customers
LO3 Be able to maintain the display of a delicatessen counter
Overall unit progress
Unit 49: Merchandise plants and other relevant products Unit Selection
roup B Optional Unit
LO1 Know how to merchandise plants and other products
Group B Optional Unit
LO2 Be able to merchandise plants and other products
LO3 Know how to maintain the condition of plants for sale
LO4 Be able to maintain plants ready for use
Overall unit progress
Unit 50: Demonstrate make-up and skincare products to customers at a beauty
Unit Selection
counter in a retail environment
Understand the commercial value of demonstrating make-up and skincare
LO1
Group B Optional Unit
products
LO2 Understand the elements of a demonstration of make-up and skincare products
Be able to prepare to demonstrate make-up and skincare products to customers
LO3
at a beauty counter in a retail environment
Be able to apply make-up or skincare products to customers as part of a
LO4
demonstration
LO5 Be able to conclude a demonstration of make-up or skincare products
Overall unit progress
Unit 51: Operate a customer record card system on a beauty counter in a retail
Unit Selection
environment
Group B Optional Unit
Understand how to maintain the customer record card system in a retail
LO1
environment
Be able to set up record cards for customers at a beauty counter in a retail
LO2
environment
Be able to use the record card system to recognise opportunities for increasing
LO3
sales at a beauty counter in a retail environment
Overall unit progress
Unit 52: Give customers a positive impression of yourself and your organisation Unit Selection
Group B Optional Unit
LO1 Establish rapport with customers
LO2 Respond appropriately to customers
LO3 Communicate information to customers
Understand how to give customers a positive impression of themselves and the
LO4
organisation
Overall unit progress
Unit 53: Protect own and others’ health and safety when working in a retail
Unit Selection
environment
Group B Optional Unit
LO1 Understand how to promote health and safety in own workplace
LO2 Understand own role in protecting own and others’ health and safety
Group B Optional
LO3 Be able to deal with accidents and emergencies in a retail environment
Be able to protect own and others’ health and safety during day-to-day work
LO4
activities
Overall unit progress
Group B Optional Unit
Unit 54: Reduce security risks in a retail environment Unit Selection
LO1 Know about security risks that can arise in a retail environment
LO2 Be able to reduce security risks in a retail environment
Overall unit progress
Unit 55: Prepare newspapers and magazines for return to merchandisers Unit Selection
Be able to plan own work to prepare newspapers and magazines for return to
Group B Optional Unit
LO1
merchandisers
Be able to gather together newspapers and magazines for return to
LO2
merchandisers
Be able to prepare batches of newspapers and magazines for return to
LO3
merchandisers
Be able to complete the administration associated with magazine and newspaper
LO4
returns
Overall unit progress
Unit 56: Check the accuracy of records of hours worked by staff in a retail
Unit Selection
environment
Understand the importance of maintaining accurate records of the hours worked
Group B Optional Unit
LO1
by staff in a retail environment
Understand the level of service that needs to be provided to colleagues in
LO2
relation to records of the number of hours they have worked
Be able to check the accuracy of records of hours worked by staff in a retail
LO3
environment
Be able to provide information about the number of hours worked by staff in a
LO4
retail environment
Overall unit progress
Group C1 Optional Unit
Unit 57: Sort donated goods for resale or recycling in a retail environment Unit Selection
LO1 Know how to sort donated goods safely
LO2 Be able to sort donated goods for selling or recycling
Overall unit progress
Group C1 Optional Unit Unit 58: Maintain food safety while working with food in a retail environment Unit Selection
Know how own personal hygiene and behaviour contribute to food safety in a
LO1
retail environment
Know how to deal with indicators of potential food safety hazards in a retail
LO2
environment
Be able to keep self and clothes clean while working with food in a retail
LO3
environment
Be able to deal with indicators of potential food safety hazards in a retail
LO4
environment
Overall unit progress
Unit 59: Load orders for despatch from a retail store to customers Unit Selection
Group C1 Optional Unit
LO1 Know why it is important to work safely in the loading area
LO2 Know how own working practices contribute to an efficient delivery service
LO3 Be able to keep loading facilities and equipment in a usable condition
LO4 Be able to ensure that orders are ready for loading
LO5 Be able to load orders into delivery vehicles
Overall unit progress
Unit 60: Provide a counter and takeaway service Unit Selection
Group C1 Optional Unit
LO1 Be able to serve customers at the counter
LO2 Know how to serve customers at the counter
LO3 Be able to maintain counter and service areas
LO4 Know how to maintain counter and service areas
Overall unit progress
Unit 61: Contribute to monitoring and maintaining ease of shopping in a retail
Group C1 Optional Unit
Unit Selection
sales area
LO1 Know how the layout and appearance of the sales floor influences sales
LO2 Be able to maintain own area of the sales floor during trading hours
Be able to report problems that could have a negative effect on the customer
LO3
experience
Overall unit progress
Unit 62: Audit stock levels and stock inventories in a retail environment
Group C2 Optional Unit
Unit Selection
LO1 Be able to implement a stock audit in a retail environment
Group C2 Optional Un
Be able to use the findings of an audit to identify and resolve problems with stock
LO2
levels and stock inventories
LO3 Be able to communicate the results of an audit
Overall unit progress
Group C2 Optional Unit
Unit 63: Manage staff to receive goods in a retail environment Unit Selection
Be able to manage staff to receive and check incoming deliveries of goods in a
LO1
retail environment
Overall unit progress
Unit 64: Organise and monitor the storage of stock in a retail environment Unit Selection
Group C2 Optional Unit
LO1 Understand the causes and prevention of stock loss within storage systems
LO2 Understand the legal and organisational requirements for storing stock
LO3 Be able to organise the use of storage facilities in a retail environment
LO4 Be able to monitor the storage and care of stock in a retail environment
Overall unit progress
Unit 65: Maintain the availability of goods on display in a retail environment to
Unit Selection
promote sales
Group C2 Optional Unit
LO1 Understand how the display of goods can promote sales
LO2 Understand legal and organisational requirements for displaying goods
LO3 Be able to organise staff to display goods for retail sale
LO4 Be able to evaluate the effectiveness of displays
LO5 Be able to maintain the required quantity and quality of goods on display
Overall unit progress
Group C2 Optional Unit
Unit 66: Manage the payment transaction process in a retail environment Unit Selection
LO1 Be able to monitor payment transaction processing in a retail environment
LO2 Be able to manage the operation of payment points in a retail environment
Overall unit progress
Unit 67: Choose merchandise to feature in visual merchandising displays Unit Selection
p C2 Optional Unit
Group C2 Optional Unit
Understand the purpose of featuring merchandise in visual merchandising
LO1
displays
LO2 Be able to evaluate merchandise for its display potential
Be able to liaise with decision makers concerning the merchandise to be featured
LO3
in a display
Overall unit progress
Unit 68: Manage the use of signage and graphics in visual merchandising
Unit Selection
displays
LO1 Understand how signage and graphics are used in visual merchandising displays
Understand the importance of complying with legal requirements relating to the
LO2
use of signage and graphics in visual merchandising
Group C2 Optional Unit
Understand the importance of monitoring the use of signage and graphics in
LO3
visual merchandising displays
Be able to assess the signage and graphics needed for visual merchandising
LO4
displays
Be able to source the signage and graphics needed for visual merchandising
LO5
displays
Be able to co-ordinate the use of signage and graphics in visual merchandising
LO6
displays
Be able to monitor the use of signage and graphics in visual merchandising
LO7
displays
Overall unit progress
Unit 69: Evaluate the effectiveness of visual merchandising displays Unit Selection
Group C2 Optional Unit
Understand the types of evidence used to evaluate the effectiveness of visual
LO1
merchandising displays
Be able to gather information about customers’ responses to visual
LO2
merchandising displays
Be able to analyse information from customers’ responses to evaluate the
LO3
effectiveness of visual merchandising displays
Overall unit progress
Unit 70: Contribute to improving a retail organisation's visual merchandising
Unit Selection
policy
Group C2 Optional Unit
Understand how visual merchandising and visual design can benefit an
LO1
organisation
LO2 Be able to evaluate the organisation’s approach to visual design
LO3 Be able to recommend new ideas for the organisation’s visual design
Be able to support staff putting the organisation’s visual design policy into
LO4
practice
Overall unit progress
Unit 71: Help customers to choose specialist products in a retail environment Unit Selection
Understand commercial awareness in relation to the organisation, its target
Group C2 Optional Unit
LO1
market and product offer
LO2 Understand the specialist products within own area of responsibility
LO3 Be able to initiate and develop a rapport with customers
LO4 Be able to match specialist products to individual customer requirements
Be able to maintain own product knowledge and expertise in relation to specialist
LO5
products
Overall unit progress
Unit 72: Produce staffing schedules to help a retail team to achieve its targets Unit Selection
Group C2 Optional Unit
Understand the uses of and constraints upon the staffing schedules for a retail
LO1
team
LO2 Be able to produce staffing schedules for a retail team
Be able to adjust staffing schedules to take account of changing operational
LO3
needs and constraints
Overall unit progress
Group C2 Optional Unit
Unit 73: Monitor and support secure payment point use during trading hours Unit Selection
LO1 Understand the data security risks associated with payment point use
LO2 Be able to monitor and support secure payment point use during trading hours
Overall unit progress
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Level 2 Diploma in Health and Social Care
Learner Progress Tracker
Learner: Name 11
Group A Mandatory Unit
Unit 1: Work effectively in a retail team Unit Selection
Understand how to recognise discrimination, bullying and harassment in own
LO1
workplace
LO2 Be able to work effectively in a retail team Mandatory Unit
LO3 Be able to improve own work performance in a retail team
Overall unit progress
Unit 2: Receive goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of preparing for expected deliveries
LO2 Understand own responsibility for handling goods and materials
LO3 Be able to prepare to receive deliveries in a retail environment
LO4 Be able to receive deliveries into storage in a retail environment
Overall unit progress
Unit 3: Place goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
Understand the requirements for storing goods and materials in a retail
LO1
environment
LO2 Know procedures for resolving problems with storage facilities and equipment
LO3 Be able to place goods and materials into storage in a retail environment
Overall unit progress
Unit 4: Keep stock on sale at required levels in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the relationship between stock levels and demand for stock
LO2 Understand the relationship between stock levels and the quality of stock on sale
LO3 Be able to check the level of stock on sale in a retail environment
LO4 Be able to replenish stock on sale in a retail environment
Overall unit progress
Unit 5: Process customer orders for goods in a retail environment Unit Selection
Understand the importance of customer service in relation to processing
LO1
roup B Optional Unit
customers’ orders
Group B Optional Unit
Understand the correct use of customer information in relation to processing
LO2
customers’ orders
LO3 Be able to find out what customers want to order
LO4 Be able to check the availability of the goods customers want to order
LO5 Be able to process orders for customers
Overall unit progress
Unit 6: Process returned goods in a retail environment Unit Selection
Group B Optional Unit
LO1 Know about rights and responsibilities in relation to returned goods
LO2 Understand the importance of stock control systems
LO3 Be able to help retail customers who need to return goods
LO4 Be able to process returned goods
Overall unit progress
Group B Optional Unit
Unit 7: Assemble products for display in a retail environment Unit Selection
LO1 Be able to assemble products for display in a retail environment
Overall unit progress
Unit 8: Hand-process fish in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand safe working practices in relation to hand-processing fish
Understand the relationship between the anatomy of fish and the way fish are
LO2
hand-processed
LO3 Be able to hand process fish
LO4 Be able to maintain own work area in a condition fit for hand-processing fish
Overall unit progress
Group B Optional Unit
Unit 9: Process greengrocery products for sale in a retail environment Unit Selection
LO1 Be able to prepare greengrocery products for sale
LO2 Be able to replenish displays of greengrocery products
LO3 Be able to maintain the quality of greengrocery products on display
Overall unit progress
Unit 10: Finish meat products by hand in a retail environment Unit Selection
p B Optional Unit
Group B Optional Unit
Be able to check the suitability of meat products for finishing in a retail
LO1
environment
Be able to organise own work area and equipment for finishing meat products in
LO2
a retail environment
LO3 Be able to achieve meat product yield and finish in a retail environment
Overall unit progress
Unit 11: Organise own work to meet a dough production schedule in a retail
Unit Selection
environment
Group B Optional Unit
Understand the importance of maintaining health and safety and food safety
LO1
during dough production
Understand why efficient and effective dough production is important to the
LO2
organisation and its customers
Be able to organise own work to meet a dough production schedule in a retail
LO3
environment
Overall unit progress
Group B Optional Unit
Unit 12: Select, weigh and measure bakery ingredients Unit Selection
LO1 Check quantities of ingredients
LO2 Select ingredients
LO3 Weigh and measure ingredients
Overall unit progress
Group B Optional Unit
Unit 13: Hand-divide, mould and shape fermented dough Unit Selection
LO1 Hand-divide fermented dough to specifications and instructions
LO2 Hand-mould and shape fermented dough
Overall unit progress
Unit 14: Maintain food safety while working with food in a retail environment Unit Selection
Group B Optional Unit
LO1 Know how food in a retail environment can become unsafe for consumers
Know the routine working practices that contribute to food safety in a retail
LO2
environment
LO3 Be able to maintain own work area in a safe condition for working with food
LO4 Be able to work with food in a way that keeps it safe for customers
LO5 Be able to record the condition of food
Overall unit progress
Group B Optional Unit Unit 15: Pick products in a retail environment to fulfil customer orders Unit Selection
LO1 Be able to organise own work to pick orders within a retail environment
LO2 Be able to pick products in a retail environment to meet customer requirements
Be able to prepare picked orders for collection or despatch from a retail
LO3
environment
Overall unit progress
Unit 16: Check stock levels and sort out problems with stock levels in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the purpose of checking stock levels in a retail environment
LO2 Be able to check stock levels in a retail environment as instructed
Be able to deal with or report stock-related problems that arise when checking
LO3
stock levels in a retail environment
Overall unit progress
Unit 17: Maintain moisture levels for crops or plants Unit Selection
LO1 Know why it is important to maintain moisture for crops and plants
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to select, use and maintain equipment
LO5 Be able to maintain moisture levels for crops and plants
LO6 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 18: Provide nutrients to crops or plants Unit Selection
LO1 Know how nutrient requirements vary and their method of application
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to provide nutrients to plants or crops
LO5 Be able to work safely and minimise environmental damage
LO6 Be able to select use and maintain equipment
Overall unit progress
Unit 19: Remove unwanted plant growth to maintain development Unit Selection
LO1 Know the different types of unwanted plant growth
LO2 Know how to maintain plant development
Group B Optional Unit
LO3 Know the types of equipment required and how to maintain them
LO4 Know the current health and safety legislation and environmental good practice
LO5 Be able to select, use and maintain equipment
LO6 Be able to identify unwanted plant growth
LO7 Be able to remove unwanted plant growth
LO8 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 20: Identify and report the presence of pests, diseases and disorders Unit Selection
Group B Optional Unit
LO1 Identify and report the presence of pests, diseases and disorders
LO2 Be able to work safely and minimise environmental damage
LO3 Know how to identify and report the presence of pests, diseases and disorders
LO4 Know relevant health and safety legislation and environmental good practice
Overall unit progress
Unit 21: Finish bake-off food products in a retail environment Unit Selection
Group B Optional Unit
Understand the baking and cooling processes that apply to bake-off food
LO1
products
LO2 Know the legal and organisational requirements that apply to bake-off products
LO3 Be able to finish the baking process of bake-off products in a retail environment
Overall unit progress
Group B Optional Unit
Unit 22: Glaze, coat or decorate bake-off products for sale in a retail environment Unit Selection
Know the legal and organisational requirements that apply when glazing, coating
LO1
and decorating bake-off products in a retail environment
LO2 Be able to glaze, coat and decorate bake-off products in a retail environment
Overall unit progress
Unit 23: Display stock to promote sales to customers in a retail environment Unit Selection
Understand the importance of checking for potential health and safety issues
LO1
before setting up and dismantling displays
LO2 Understand how displays help to promote sales
Group B Optional Unit
LO3 Know about legal requirements for labelling products in a display
Be able to establish the availability of space and other resources needed for a
LO4
display
LO5 Be able to prepare a display area for use in a retail environment
LO6 Be able to set up a display in a retail environment
LO7 Be able to label a display of stock in a retail environment
LO8 Be able to dismantle a display in a retail environment
Overall unit progress
Unit 24: Help customers to choose products in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of focusing on the individual customer’s requirements
LO2 Know how sales are confirmed with the customer and closed
LO3 Be able to find out what products customers may be interested in buying
LO4 Be able to help customers to choose the products that best meet their needs
LO5 Be able to close sales
Overall unit progress
Group B Optional Unit
Unit 25: Carry out promotional campaigns in a retail environment Unit Selection
LO1 Understand opportunities to promote particular products
LO2 Be able to promote products to customers as part of a promotional campaign
LO3 Be able to contribute to the evaluation of a promotional campaign
Overall unit progress
Unit 26: Deal with customer queries and complaints in a retail environment Unit Selection
Group B Optional Unit
Understand how resolving customer queries and complaints contributes to
LO1
customer loyalty and confidence
Understand how to manage angry customers when dealing with customer
LO2
queries and complaints in a retail environment
LO3 Be able to deal with customers’ queries in a retail environment
LO4 Be able to deal with customers’ complaints in a retail environment
Group
Overall unit progress
Unit 27: Demonstrate products to customers in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand how product demonstrations can help to increase sales
Be able to make the preparations needed to ensure a safe and efficient product
LO2
demonstration
Be able to communicate to customers the features and benefits of the products
LO3
being demonstrated
LO4 Be able to tidy the demonstration area when a product demonstration is finished
Overall unit progress
Group B Optional Unit
Unit 28: Process payments for purchases in a retail environment Unit Selection
Understand legal and organisational requirements for processing payments in a
LO1
retail environment
LO2 Be able to process payments for purchases in a retail environment
Overall unit progress
Unit 29: Process applications for credit agreements offered in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the legal aspects of offering credit agreements
LO2 Understand legal aspects of processing credit agreement applications
Be able to process applications for credit agreements offered in a retail
LO3
environment
Overall unit progress
Unit 30: Promote loyalty schemes to customers in a retail environment Unit Selection
Group B Optional Unit
Understand the benefits to the organisation of signing customers up to the
LO1
organisation’s loyalty scheme
Understand the importance of giving customers a good impression when
LO2
promoting the organisation’s loyalty scheme
Be able to communicate to customers the features and benefits of the
LO3
organisation’s loyalty scheme
LO4 Be able to gain customers’ commitment to the organisation’s loyalty scheme
Overall unit progress
Unit 31: Provide a bra fitting service in a retail environment Unit Selection
LO1 Understand what a bra fitting session involves
B Optional Unit
Group B Optional Unit
LO2 Know the features and benefits of different types of bra
LO3 Understand how to prolong the life of a bra
LO4 Know the arrangements for obtaining bras both in and out of stock
LO5 Know how to fit customers for bras
LO6 Be able to find potential customers for the bra fitting service
LO7 Be able to fit customer for bras
Overall unit progress
Unit 32: Follow guidelines for planning and preparing visual merchandising
Unit Selection
displays
LO1 Understand the importance of visual merchandising displays and design briefs
Group B Optional Unit
Understand the selection of approaches and effects in visual merchandising
LO2
displays
Understand the sourcing of merchandise and props to be featured in visual
LO3
merchandising displays
LO4 Be able to plan visual merchandising displays to fulfil a design brief
Be able to source merchandise and props to be featured in visual merchandising
LO5
displays
Overall unit progress
Unit 33: Dress visual merchandising displays to attract customers Unit Selection
Group B Optional Unit
LO1 Understand the purpose of visual merchandising displays
LO2 Understand how visual merchandising displays achieve their intended purposes
LO3 Be able to dress in-store displays and window displays
Overall unit progress
Unit 34: Order and position signage and graphics for visual merchandising
Group B Optional Unit
Unit Selection
displays
LO1 Understand the role of signage and graphics within visual merchandising
LO2 Be able to source signage and graphics to meet visual merchandising needs
LO3 Be able to position signage and graphics to support visual merchandising
Overall unit progress
Unit 35: Dismantle and store props and graphics from visual merchandising
Unit Selection
Group B Optional Unit
displays
Understand the importance of storing props and graphics for future use in visual
LO1
merchandising displays
Group B Optional Un
LO2 Be able to dismantle visual merchandising displays
Be able to store props and graphics from dismantled visual merchandising
LO3
displays
Overall unit progress
Unit 36: Make props and decorate fixtures and panels for visual merchandising
Unit Selection
displays
Group B Optional Unit
LO1 Understand the purpose of props within visual merchandising displays
LO2 Be able to specify requirements for visual merchandising props
LO3 Be able to make props for use in visual merchandising displays
LO4 Be able to decorate fixtures and panels for visual merchandising displays
Overall unit progress
Unit 37: Assemble visual merchandising displays Unit Selection
Group B Optional Unit
LO1 Understand the purpose of layout design
LO2 Know how to interpret instructions for assembling visual merchandising displays
LO3 Be able to assemble visual merchandising displays
Overall unit progress
Unit 38: Follow point-of-sale procedures for age-restricted products in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Know about legislation relating to the retail sale of age-restricted products
Understand the importance of maintaining customer goodwill when requesting
LO2
proof of age
Be able to follow point-of-sale procedures for age-restricted products in a retail
LO3
environment
Overall unit progress
Unit 39: Provide National Lottery products to customers Unit Selection
Group B Optional Unit
LO1 Understand how the National Lottery operates
LO2 Be able to use the service terminal
LO3 Be able to communicate with customers concerning National Lottery products
LO4 Be able to process National Lottery prize payouts
Overall unit progress
p B Optional Unit
Unit 40: Advise customers on the fixing and care of tiles Unit Selection
Group B Optional Unit
LO1 Be able to establish customer requirements for fixing tiles
LO2 Be able to explain to customers how to fix tiles
LO3 Be able to recommend additional products to customers
Overall unit progress
Group B Optional Unit
Unit 41: Cash up in a retail environment Unit Selection
LO1 Be able to cash up accurately in a retail environment
Overall unit progress
Group B Optional Unit
Unit 42: Promote a retail store’s credit card to customers in a retail environment Unit Selection
Understand the importance of promoting a retail store’s credit card to both
LO1
potential and existing holders of the card
LO2 Be able to promote a retail store’s credit card to customers in a retail environment
Overall unit progress
Unit 43: Provide service to customers in a dressing room in a retail environment Unit Selection
Be able to use the dressing room facilities in a retail environment to create sales
Group B Optional Unit
LO1
opportunities
Be able to take measures to minimise stock loss while serving customers in a
LO2
dressing room in a retail environment
Be able to keep dressing room facilities in a retail environment ready for
LO3
customer use
Be able to process unsold merchandise in a dressing room in a retail
LO4
environment
Overall unit progress
Unit 44: Promote food or drink products by offering samples to customers Unit Selection
Group B Optional Unit
Understand the business reasons for offering samples of food or drink to
LO1
customers
LO2 Be able to set up attractive and hygienic displays of food or drink samples
LO3 Be able to interact with customers at a display of food or drink samples
LO4 Be able to dispose of food or drink samples in line with organisational procedures
Overall unit progress
Unit 45: Deliver goods from a retail environment to the customer’s delivery
Unit Selection
Group B Optional Unit address
Understand the role of the delivery person in promoting a positive impression of
LO1
the retail organisation
Be able to prepare to deliver goods from a retail environment to customers’
LO2
delivery addresses
Be able to convey goods from a retail environment to customers’ delivery
LO3
addresses
LO4 Be able to complete deliveries of goods at customers’ delivery addresses
Overall unit progress
Unit 46: Help customers to apply for a retail store’s credit card and associated
Unit Selection
insurance products
Understand the legal requirements relating to informing customers about
LO1
insurance products associated with a retail store’s credit card
Group B Optional Unit
Understand the importance of helping customers to understand the implications
LO2
of applying for a retail store’s credit card and associated insurance products
Understand the legal requirements relating to helping customers to apply for the
LO3
store’s credit card and associated insurance products
Be able to offer customers insurance products associated with the store’s credit
LO4
card
Be able to help customers to apply for a retail store’s credit card and associated
LO5
insurance products
Overall unit progress
Group B Optional Unit
Unit 47: Help customers to choose delicatessen products in a retail environment Unit Selection
LO1 Be able to find out what customers are looking for at the delicatessen counter
LO2 Be able to suggest delicatessen products that meet customer needs
Overall unit progress
Unit 48: Portion delicatessen products to meet customer requirements in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Be able to cut and weigh delicatessen products to meet customer requirements
LO2 Be able to wrap or package portioned delicatessen products for customers
LO3 Be able to maintain the display of a delicatessen counter
Overall unit progress
Unit 49: Merchandise plants and other relevant products Unit Selection
roup B Optional Unit
LO1 Know how to merchandise plants and other products
Group B Optional Unit
LO2 Be able to merchandise plants and other products
LO3 Know how to maintain the condition of plants for sale
LO4 Be able to maintain plants ready for use
Overall unit progress
Unit 50: Demonstrate make-up and skincare products to customers at a beauty
Unit Selection
counter in a retail environment
Understand the commercial value of demonstrating make-up and skincare
LO1
Group B Optional Unit
products
LO2 Understand the elements of a demonstration of make-up and skincare products
Be able to prepare to demonstrate make-up and skincare products to customers
LO3
at a beauty counter in a retail environment
Be able to apply make-up or skincare products to customers as part of a
LO4
demonstration
LO5 Be able to conclude a demonstration of make-up or skincare products
Overall unit progress
Unit 51: Operate a customer record card system on a beauty counter in a retail
Unit Selection
environment
Group B Optional Unit
Understand how to maintain the customer record card system in a retail
LO1
environment
Be able to set up record cards for customers at a beauty counter in a retail
LO2
environment
Be able to use the record card system to recognise opportunities for increasing
LO3
sales at a beauty counter in a retail environment
Overall unit progress
Unit 52: Give customers a positive impression of yourself and your organisation Unit Selection
Group B Optional Unit
LO1 Establish rapport with customers
LO2 Respond appropriately to customers
LO3 Communicate information to customers
Understand how to give customers a positive impression of themselves and the
LO4
organisation
Overall unit progress
Unit 53: Protect own and others’ health and safety when working in a retail
Unit Selection
environment
Group B Optional Unit
LO1 Understand how to promote health and safety in own workplace
LO2 Understand own role in protecting own and others’ health and safety
Group B Optional
LO3 Be able to deal with accidents and emergencies in a retail environment
Be able to protect own and others’ health and safety during day-to-day work
LO4
activities
Overall unit progress
Group B Optional Unit
Unit 54: Reduce security risks in a retail environment Unit Selection
LO1 Know about security risks that can arise in a retail environment
LO2 Be able to reduce security risks in a retail environment
Overall unit progress
Unit 55: Prepare newspapers and magazines for return to merchandisers Unit Selection
Be able to plan own work to prepare newspapers and magazines for return to
Group B Optional Unit
LO1
merchandisers
Be able to gather together newspapers and magazines for return to
LO2
merchandisers
Be able to prepare batches of newspapers and magazines for return to
LO3
merchandisers
Be able to complete the administration associated with magazine and newspaper
LO4
returns
Overall unit progress
Unit 56: Check the accuracy of records of hours worked by staff in a retail
Unit Selection
environment
Understand the importance of maintaining accurate records of the hours worked
Group B Optional Unit
LO1
by staff in a retail environment
Understand the level of service that needs to be provided to colleagues in
LO2
relation to records of the number of hours they have worked
Be able to check the accuracy of records of hours worked by staff in a retail
LO3
environment
Be able to provide information about the number of hours worked by staff in a
LO4
retail environment
Overall unit progress
Group C1 Optional Unit
Unit 57: Sort donated goods for resale or recycling in a retail environment Unit Selection
LO1 Know how to sort donated goods safely
LO2 Be able to sort donated goods for selling or recycling
Overall unit progress
Group C1 Optional Unit Unit 58: Maintain food safety while working with food in a retail environment Unit Selection
Know how own personal hygiene and behaviour contribute to food safety in a
LO1
retail environment
Know how to deal with indicators of potential food safety hazards in a retail
LO2
environment
Be able to keep self and clothes clean while working with food in a retail
LO3
environment
Be able to deal with indicators of potential food safety hazards in a retail
LO4
environment
Overall unit progress
Unit 59: Load orders for despatch from a retail store to customers Unit Selection
Group C1 Optional Unit
LO1 Know why it is important to work safely in the loading area
LO2 Know how own working practices contribute to an efficient delivery service
LO3 Be able to keep loading facilities and equipment in a usable condition
LO4 Be able to ensure that orders are ready for loading
LO5 Be able to load orders into delivery vehicles
Overall unit progress
Unit 60: Provide a counter and takeaway service Unit Selection
Group C1 Optional Unit
LO1 Be able to serve customers at the counter
LO2 Know how to serve customers at the counter
LO3 Be able to maintain counter and service areas
LO4 Know how to maintain counter and service areas
Overall unit progress
Unit 61: Contribute to monitoring and maintaining ease of shopping in a retail
Group C1 Optional Unit
Unit Selection
sales area
LO1 Know how the layout and appearance of the sales floor influences sales
LO2 Be able to maintain own area of the sales floor during trading hours
Be able to report problems that could have a negative effect on the customer
LO3
experience
Overall unit progress
Unit 62: Audit stock levels and stock inventories in a retail environment
Group C2 Optional Unit
Unit Selection
LO1 Be able to implement a stock audit in a retail environment
Group C2 Optional Un
Be able to use the findings of an audit to identify and resolve problems with stock
LO2
levels and stock inventories
LO3 Be able to communicate the results of an audit
Overall unit progress
Group C2 Optional Unit
Unit 63: Manage staff to receive goods in a retail environment Unit Selection
Be able to manage staff to receive and check incoming deliveries of goods in a
LO1
retail environment
Overall unit progress
Unit 64: Organise and monitor the storage of stock in a retail environment Unit Selection
Group C2 Optional Unit
LO1 Understand the causes and prevention of stock loss within storage systems
LO2 Understand the legal and organisational requirements for storing stock
LO3 Be able to organise the use of storage facilities in a retail environment
LO4 Be able to monitor the storage and care of stock in a retail environment
Overall unit progress
Unit 65: Maintain the availability of goods on display in a retail environment to
Unit Selection
promote sales
Group C2 Optional Unit
LO1 Understand how the display of goods can promote sales
LO2 Understand legal and organisational requirements for displaying goods
LO3 Be able to organise staff to display goods for retail sale
LO4 Be able to evaluate the effectiveness of displays
LO5 Be able to maintain the required quantity and quality of goods on display
Overall unit progress
Group C2 Optional Unit
Unit 66: Manage the payment transaction process in a retail environment Unit Selection
LO1 Be able to monitor payment transaction processing in a retail environment
LO2 Be able to manage the operation of payment points in a retail environment
Overall unit progress
Unit 67: Choose merchandise to feature in visual merchandising displays Unit Selection
p C2 Optional Unit
Group C2 Optional Unit
Understand the purpose of featuring merchandise in visual merchandising
LO1
displays
LO2 Be able to evaluate merchandise for its display potential
Be able to liaise with decision makers concerning the merchandise to be featured
LO3
in a display
Overall unit progress
Unit 68: Manage the use of signage and graphics in visual merchandising
Unit Selection
displays
LO1 Understand how signage and graphics are used in visual merchandising displays
Understand the importance of complying with legal requirements relating to the
LO2
use of signage and graphics in visual merchandising
Group C2 Optional Unit
Understand the importance of monitoring the use of signage and graphics in
LO3
visual merchandising displays
Be able to assess the signage and graphics needed for visual merchandising
LO4
displays
Be able to source the signage and graphics needed for visual merchandising
LO5
displays
Be able to co-ordinate the use of signage and graphics in visual merchandising
LO6
displays
Be able to monitor the use of signage and graphics in visual merchandising
LO7
displays
Overall unit progress
Unit 69: Evaluate the effectiveness of visual merchandising displays Unit Selection
Group C2 Optional Unit
Understand the types of evidence used to evaluate the effectiveness of visual
LO1
merchandising displays
Be able to gather information about customers’ responses to visual
LO2
merchandising displays
Be able to analyse information from customers’ responses to evaluate the
LO3
effectiveness of visual merchandising displays
Overall unit progress
Unit 70: Contribute to improving a retail organisation's visual merchandising
Unit Selection
policy
Group C2 Optional Unit
Understand how visual merchandising and visual design can benefit an
LO1
organisation
LO2 Be able to evaluate the organisation’s approach to visual design
LO3 Be able to recommend new ideas for the organisation’s visual design
Be able to support staff putting the organisation’s visual design policy into
LO4
practice
Overall unit progress
Unit 71: Help customers to choose specialist products in a retail environment Unit Selection
Understand commercial awareness in relation to the organisation, its target
Group C2 Optional Unit
LO1
market and product offer
LO2 Understand the specialist products within own area of responsibility
LO3 Be able to initiate and develop a rapport with customers
LO4 Be able to match specialist products to individual customer requirements
Be able to maintain own product knowledge and expertise in relation to specialist
LO5
products
Overall unit progress
Unit 72: Produce staffing schedules to help a retail team to achieve its targets Unit Selection
Group C2 Optional Unit
Understand the uses of and constraints upon the staffing schedules for a retail
LO1
team
LO2 Be able to produce staffing schedules for a retail team
Be able to adjust staffing schedules to take account of changing operational
LO3
needs and constraints
Overall unit progress
Group C2 Optional Unit
Unit 73: Monitor and support secure payment point use during trading hours Unit Selection
LO1 Understand the data security risks associated with payment point use
LO2 Be able to monitor and support secure payment point use during trading hours
Overall unit progress
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Level 2 Diploma in Health and Social Care
Learner Progress Tracker
Learner: Name 12
Group A Mandatory Unit
Unit 1: Work effectively in a retail team Unit Selection
Understand how to recognise discrimination, bullying and harassment in own
LO1
workplace
LO2 Be able to work effectively in a retail team Mandatory Unit
LO3 Be able to improve own work performance in a retail team
Overall unit progress
Unit 2: Receive goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of preparing for expected deliveries
LO2 Understand own responsibility for handling goods and materials
LO3 Be able to prepare to receive deliveries in a retail environment
LO4 Be able to receive deliveries into storage in a retail environment
Overall unit progress
Unit 3: Place goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
Understand the requirements for storing goods and materials in a retail
LO1
environment
LO2 Know procedures for resolving problems with storage facilities and equipment
LO3 Be able to place goods and materials into storage in a retail environment
Overall unit progress
Unit 4: Keep stock on sale at required levels in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the relationship between stock levels and demand for stock
LO2 Understand the relationship between stock levels and the quality of stock on sale
LO3 Be able to check the level of stock on sale in a retail environment
LO4 Be able to replenish stock on sale in a retail environment
Overall unit progress
Unit 5: Process customer orders for goods in a retail environment Unit Selection
Understand the importance of customer service in relation to processing
LO1
roup B Optional Unit
customers’ orders
Group B Optional Unit
Understand the correct use of customer information in relation to processing
LO2
customers’ orders
LO3 Be able to find out what customers want to order
LO4 Be able to check the availability of the goods customers want to order
LO5 Be able to process orders for customers
Overall unit progress
Unit 6: Process returned goods in a retail environment Unit Selection
Group B Optional Unit
LO1 Know about rights and responsibilities in relation to returned goods
LO2 Understand the importance of stock control systems
LO3 Be able to help retail customers who need to return goods
LO4 Be able to process returned goods
Overall unit progress
Group B Optional Unit
Unit 7: Assemble products for display in a retail environment Unit Selection
LO1 Be able to assemble products for display in a retail environment
Overall unit progress
Unit 8: Hand-process fish in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand safe working practices in relation to hand-processing fish
Understand the relationship between the anatomy of fish and the way fish are
LO2
hand-processed
LO3 Be able to hand process fish
LO4 Be able to maintain own work area in a condition fit for hand-processing fish
Overall unit progress
Group B Optional Unit
Unit 9: Process greengrocery products for sale in a retail environment Unit Selection
LO1 Be able to prepare greengrocery products for sale
LO2 Be able to replenish displays of greengrocery products
LO3 Be able to maintain the quality of greengrocery products on display
Overall unit progress
Unit 10: Finish meat products by hand in a retail environment Unit Selection
p B Optional Unit
Group B Optional Unit
Be able to check the suitability of meat products for finishing in a retail
LO1
environment
Be able to organise own work area and equipment for finishing meat products in
LO2
a retail environment
LO3 Be able to achieve meat product yield and finish in a retail environment
Overall unit progress
Unit 11: Organise own work to meet a dough production schedule in a retail
Unit Selection
environment
Group B Optional Unit
Understand the importance of maintaining health and safety and food safety
LO1
during dough production
Understand why efficient and effective dough production is important to the
LO2
organisation and its customers
Be able to organise own work to meet a dough production schedule in a retail
LO3
environment
Overall unit progress
Group B Optional Unit
Unit 12: Select, weigh and measure bakery ingredients Unit Selection
LO1 Check quantities of ingredients
LO2 Select ingredients
LO3 Weigh and measure ingredients
Overall unit progress
Group B Optional Unit
Unit 13: Hand-divide, mould and shape fermented dough Unit Selection
LO1 Hand-divide fermented dough to specifications and instructions
LO2 Hand-mould and shape fermented dough
Overall unit progress
Unit 14: Maintain food safety while working with food in a retail environment Unit Selection
Group B Optional Unit
LO1 Know how food in a retail environment can become unsafe for consumers
Know the routine working practices that contribute to food safety in a retail
LO2
environment
LO3 Be able to maintain own work area in a safe condition for working with food
LO4 Be able to work with food in a way that keeps it safe for customers
LO5 Be able to record the condition of food
Overall unit progress
Group B Optional Unit Unit 15: Pick products in a retail environment to fulfil customer orders Unit Selection
LO1 Be able to organise own work to pick orders within a retail environment
LO2 Be able to pick products in a retail environment to meet customer requirements
Be able to prepare picked orders for collection or despatch from a retail
LO3
environment
Overall unit progress
Unit 16: Check stock levels and sort out problems with stock levels in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the purpose of checking stock levels in a retail environment
LO2 Be able to check stock levels in a retail environment as instructed
Be able to deal with or report stock-related problems that arise when checking
LO3
stock levels in a retail environment
Overall unit progress
Unit 17: Maintain moisture levels for crops or plants Unit Selection
LO1 Know why it is important to maintain moisture for crops and plants
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to select, use and maintain equipment
LO5 Be able to maintain moisture levels for crops and plants
LO6 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 18: Provide nutrients to crops or plants Unit Selection
LO1 Know how nutrient requirements vary and their method of application
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to provide nutrients to plants or crops
LO5 Be able to work safely and minimise environmental damage
LO6 Be able to select use and maintain equipment
Overall unit progress
Unit 19: Remove unwanted plant growth to maintain development Unit Selection
LO1 Know the different types of unwanted plant growth
LO2 Know how to maintain plant development
Group B Optional Unit
LO3 Know the types of equipment required and how to maintain them
LO4 Know the current health and safety legislation and environmental good practice
LO5 Be able to select, use and maintain equipment
LO6 Be able to identify unwanted plant growth
LO7 Be able to remove unwanted plant growth
LO8 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 20: Identify and report the presence of pests, diseases and disorders Unit Selection
Group B Optional Unit
LO1 Identify and report the presence of pests, diseases and disorders
LO2 Be able to work safely and minimise environmental damage
LO3 Know how to identify and report the presence of pests, diseases and disorders
LO4 Know relevant health and safety legislation and environmental good practice
Overall unit progress
Unit 21: Finish bake-off food products in a retail environment Unit Selection
Group B Optional Unit
Understand the baking and cooling processes that apply to bake-off food
LO1
products
LO2 Know the legal and organisational requirements that apply to bake-off products
LO3 Be able to finish the baking process of bake-off products in a retail environment
Overall unit progress
Group B Optional Unit
Unit 22: Glaze, coat or decorate bake-off products for sale in a retail environment Unit Selection
Know the legal and organisational requirements that apply when glazing, coating
LO1
and decorating bake-off products in a retail environment
LO2 Be able to glaze, coat and decorate bake-off products in a retail environment
Overall unit progress
Unit 23: Display stock to promote sales to customers in a retail environment Unit Selection
Understand the importance of checking for potential health and safety issues
LO1
before setting up and dismantling displays
LO2 Understand how displays help to promote sales
Group B Optional Unit
LO3 Know about legal requirements for labelling products in a display
Be able to establish the availability of space and other resources needed for a
LO4
display
LO5 Be able to prepare a display area for use in a retail environment
LO6 Be able to set up a display in a retail environment
LO7 Be able to label a display of stock in a retail environment
LO8 Be able to dismantle a display in a retail environment
Overall unit progress
Unit 24: Help customers to choose products in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of focusing on the individual customer’s requirements
LO2 Know how sales are confirmed with the customer and closed
LO3 Be able to find out what products customers may be interested in buying
LO4 Be able to help customers to choose the products that best meet their needs
LO5 Be able to close sales
Overall unit progress
Group B Optional Unit
Unit 25: Carry out promotional campaigns in a retail environment Unit Selection
LO1 Understand opportunities to promote particular products
LO2 Be able to promote products to customers as part of a promotional campaign
LO3 Be able to contribute to the evaluation of a promotional campaign
Overall unit progress
Unit 26: Deal with customer queries and complaints in a retail environment Unit Selection
Group B Optional Unit
Understand how resolving customer queries and complaints contributes to
LO1
customer loyalty and confidence
Understand how to manage angry customers when dealing with customer
LO2
queries and complaints in a retail environment
LO3 Be able to deal with customers’ queries in a retail environment
LO4 Be able to deal with customers’ complaints in a retail environment
Group
Overall unit progress
Unit 27: Demonstrate products to customers in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand how product demonstrations can help to increase sales
Be able to make the preparations needed to ensure a safe and efficient product
LO2
demonstration
Be able to communicate to customers the features and benefits of the products
LO3
being demonstrated
LO4 Be able to tidy the demonstration area when a product demonstration is finished
Overall unit progress
Group B Optional Unit
Unit 28: Process payments for purchases in a retail environment Unit Selection
Understand legal and organisational requirements for processing payments in a
LO1
retail environment
LO2 Be able to process payments for purchases in a retail environment
Overall unit progress
Unit 29: Process applications for credit agreements offered in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the legal aspects of offering credit agreements
LO2 Understand legal aspects of processing credit agreement applications
Be able to process applications for credit agreements offered in a retail
LO3
environment
Overall unit progress
Unit 30: Promote loyalty schemes to customers in a retail environment Unit Selection
Group B Optional Unit
Understand the benefits to the organisation of signing customers up to the
LO1
organisation’s loyalty scheme
Understand the importance of giving customers a good impression when
LO2
promoting the organisation’s loyalty scheme
Be able to communicate to customers the features and benefits of the
LO3
organisation’s loyalty scheme
LO4 Be able to gain customers’ commitment to the organisation’s loyalty scheme
Overall unit progress
Unit 31: Provide a bra fitting service in a retail environment Unit Selection
LO1 Understand what a bra fitting session involves
B Optional Unit
Group B Optional Unit
LO2 Know the features and benefits of different types of bra
LO3 Understand how to prolong the life of a bra
LO4 Know the arrangements for obtaining bras both in and out of stock
LO5 Know how to fit customers for bras
LO6 Be able to find potential customers for the bra fitting service
LO7 Be able to fit customer for bras
Overall unit progress
Unit 32: Follow guidelines for planning and preparing visual merchandising
Unit Selection
displays
LO1 Understand the importance of visual merchandising displays and design briefs
Group B Optional Unit
Understand the selection of approaches and effects in visual merchandising
LO2
displays
Understand the sourcing of merchandise and props to be featured in visual
LO3
merchandising displays
LO4 Be able to plan visual merchandising displays to fulfil a design brief
Be able to source merchandise and props to be featured in visual merchandising
LO5
displays
Overall unit progress
Unit 33: Dress visual merchandising displays to attract customers Unit Selection
Group B Optional Unit
LO1 Understand the purpose of visual merchandising displays
LO2 Understand how visual merchandising displays achieve their intended purposes
LO3 Be able to dress in-store displays and window displays
Overall unit progress
Unit 34: Order and position signage and graphics for visual merchandising
Group B Optional Unit
Unit Selection
displays
LO1 Understand the role of signage and graphics within visual merchandising
LO2 Be able to source signage and graphics to meet visual merchandising needs
LO3 Be able to position signage and graphics to support visual merchandising
Overall unit progress
Unit 35: Dismantle and store props and graphics from visual merchandising
Unit Selection
Group B Optional Unit
displays
Understand the importance of storing props and graphics for future use in visual
LO1
merchandising displays
Group B Optional Un
LO2 Be able to dismantle visual merchandising displays
Be able to store props and graphics from dismantled visual merchandising
LO3
displays
Overall unit progress
Unit 36: Make props and decorate fixtures and panels for visual merchandising
Unit Selection
displays
Group B Optional Unit
LO1 Understand the purpose of props within visual merchandising displays
LO2 Be able to specify requirements for visual merchandising props
LO3 Be able to make props for use in visual merchandising displays
LO4 Be able to decorate fixtures and panels for visual merchandising displays
Overall unit progress
Unit 37: Assemble visual merchandising displays Unit Selection
Group B Optional Unit
LO1 Understand the purpose of layout design
LO2 Know how to interpret instructions for assembling visual merchandising displays
LO3 Be able to assemble visual merchandising displays
Overall unit progress
Unit 38: Follow point-of-sale procedures for age-restricted products in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Know about legislation relating to the retail sale of age-restricted products
Understand the importance of maintaining customer goodwill when requesting
LO2
proof of age
Be able to follow point-of-sale procedures for age-restricted products in a retail
LO3
environment
Overall unit progress
Unit 39: Provide National Lottery products to customers Unit Selection
Group B Optional Unit
LO1 Understand how the National Lottery operates
LO2 Be able to use the service terminal
LO3 Be able to communicate with customers concerning National Lottery products
LO4 Be able to process National Lottery prize payouts
Overall unit progress
p B Optional Unit
Unit 40: Advise customers on the fixing and care of tiles Unit Selection
Group B Optional Unit
LO1 Be able to establish customer requirements for fixing tiles
LO2 Be able to explain to customers how to fix tiles
LO3 Be able to recommend additional products to customers
Overall unit progress
Group B Optional Unit
Unit 41: Cash up in a retail environment Unit Selection
LO1 Be able to cash up accurately in a retail environment
Overall unit progress
Group B Optional Unit
Unit 42: Promote a retail store’s credit card to customers in a retail environment Unit Selection
Understand the importance of promoting a retail store’s credit card to both
LO1
potential and existing holders of the card
LO2 Be able to promote a retail store’s credit card to customers in a retail environment
Overall unit progress
Unit 43: Provide service to customers in a dressing room in a retail environment Unit Selection
Be able to use the dressing room facilities in a retail environment to create sales
Group B Optional Unit
LO1
opportunities
Be able to take measures to minimise stock loss while serving customers in a
LO2
dressing room in a retail environment
Be able to keep dressing room facilities in a retail environment ready for
LO3
customer use
Be able to process unsold merchandise in a dressing room in a retail
LO4
environment
Overall unit progress
Unit 44: Promote food or drink products by offering samples to customers Unit Selection
Group B Optional Unit
Understand the business reasons for offering samples of food or drink to
LO1
customers
LO2 Be able to set up attractive and hygienic displays of food or drink samples
LO3 Be able to interact with customers at a display of food or drink samples
LO4 Be able to dispose of food or drink samples in line with organisational procedures
Overall unit progress
Unit 45: Deliver goods from a retail environment to the customer’s delivery
Unit Selection
Group B Optional Unit address
Understand the role of the delivery person in promoting a positive impression of
LO1
the retail organisation
Be able to prepare to deliver goods from a retail environment to customers’
LO2
delivery addresses
Be able to convey goods from a retail environment to customers’ delivery
LO3
addresses
LO4 Be able to complete deliveries of goods at customers’ delivery addresses
Overall unit progress
Unit 46: Help customers to apply for a retail store’s credit card and associated
Unit Selection
insurance products
Understand the legal requirements relating to informing customers about
LO1
insurance products associated with a retail store’s credit card
Group B Optional Unit
Understand the importance of helping customers to understand the implications
LO2
of applying for a retail store’s credit card and associated insurance products
Understand the legal requirements relating to helping customers to apply for the
LO3
store’s credit card and associated insurance products
Be able to offer customers insurance products associated with the store’s credit
LO4
card
Be able to help customers to apply for a retail store’s credit card and associated
LO5
insurance products
Overall unit progress
Group B Optional Unit
Unit 47: Help customers to choose delicatessen products in a retail environment Unit Selection
LO1 Be able to find out what customers are looking for at the delicatessen counter
LO2 Be able to suggest delicatessen products that meet customer needs
Overall unit progress
Unit 48: Portion delicatessen products to meet customer requirements in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Be able to cut and weigh delicatessen products to meet customer requirements
LO2 Be able to wrap or package portioned delicatessen products for customers
LO3 Be able to maintain the display of a delicatessen counter
Overall unit progress
Unit 49: Merchandise plants and other relevant products Unit Selection
roup B Optional Unit
LO1 Know how to merchandise plants and other products
Group B Optional Unit
LO2 Be able to merchandise plants and other products
LO3 Know how to maintain the condition of plants for sale
LO4 Be able to maintain plants ready for use
Overall unit progress
Unit 50: Demonstrate make-up and skincare products to customers at a beauty
Unit Selection
counter in a retail environment
Understand the commercial value of demonstrating make-up and skincare
LO1
Group B Optional Unit
products
LO2 Understand the elements of a demonstration of make-up and skincare products
Be able to prepare to demonstrate make-up and skincare products to customers
LO3
at a beauty counter in a retail environment
Be able to apply make-up or skincare products to customers as part of a
LO4
demonstration
LO5 Be able to conclude a demonstration of make-up or skincare products
Overall unit progress
Unit 51: Operate a customer record card system on a beauty counter in a retail
Unit Selection
environment
Group B Optional Unit
Understand how to maintain the customer record card system in a retail
LO1
environment
Be able to set up record cards for customers at a beauty counter in a retail
LO2
environment
Be able to use the record card system to recognise opportunities for increasing
LO3
sales at a beauty counter in a retail environment
Overall unit progress
Unit 52: Give customers a positive impression of yourself and your organisation Unit Selection
Group B Optional Unit
LO1 Establish rapport with customers
LO2 Respond appropriately to customers
LO3 Communicate information to customers
Understand how to give customers a positive impression of themselves and the
LO4
organisation
Overall unit progress
Unit 53: Protect own and others’ health and safety when working in a retail
Unit Selection
environment
Group B Optional Unit
LO1 Understand how to promote health and safety in own workplace
LO2 Understand own role in protecting own and others’ health and safety
Group B Optional
LO3 Be able to deal with accidents and emergencies in a retail environment
Be able to protect own and others’ health and safety during day-to-day work
LO4
activities
Overall unit progress
Group B Optional Unit
Unit 54: Reduce security risks in a retail environment Unit Selection
LO1 Know about security risks that can arise in a retail environment
LO2 Be able to reduce security risks in a retail environment
Overall unit progress
Unit 55: Prepare newspapers and magazines for return to merchandisers Unit Selection
Be able to plan own work to prepare newspapers and magazines for return to
Group B Optional Unit
LO1
merchandisers
Be able to gather together newspapers and magazines for return to
LO2
merchandisers
Be able to prepare batches of newspapers and magazines for return to
LO3
merchandisers
Be able to complete the administration associated with magazine and newspaper
LO4
returns
Overall unit progress
Unit 56: Check the accuracy of records of hours worked by staff in a retail
Unit Selection
environment
Understand the importance of maintaining accurate records of the hours worked
Group B Optional Unit
LO1
by staff in a retail environment
Understand the level of service that needs to be provided to colleagues in
LO2
relation to records of the number of hours they have worked
Be able to check the accuracy of records of hours worked by staff in a retail
LO3
environment
Be able to provide information about the number of hours worked by staff in a
LO4
retail environment
Overall unit progress
Group C1 Optional Unit
Unit 57: Sort donated goods for resale or recycling in a retail environment Unit Selection
LO1 Know how to sort donated goods safely
LO2 Be able to sort donated goods for selling or recycling
Overall unit progress
Group C1 Optional Unit Unit 58: Maintain food safety while working with food in a retail environment Unit Selection
Know how own personal hygiene and behaviour contribute to food safety in a
LO1
retail environment
Know how to deal with indicators of potential food safety hazards in a retail
LO2
environment
Be able to keep self and clothes clean while working with food in a retail
LO3
environment
Be able to deal with indicators of potential food safety hazards in a retail
LO4
environment
Overall unit progress
Unit 59: Load orders for despatch from a retail store to customers Unit Selection
Group C1 Optional Unit
LO1 Know why it is important to work safely in the loading area
LO2 Know how own working practices contribute to an efficient delivery service
LO3 Be able to keep loading facilities and equipment in a usable condition
LO4 Be able to ensure that orders are ready for loading
LO5 Be able to load orders into delivery vehicles
Overall unit progress
Unit 60: Provide a counter and takeaway service Unit Selection
Group C1 Optional Unit
LO1 Be able to serve customers at the counter
LO2 Know how to serve customers at the counter
LO3 Be able to maintain counter and service areas
LO4 Know how to maintain counter and service areas
Overall unit progress
Unit 61: Contribute to monitoring and maintaining ease of shopping in a retail
Group C1 Optional Unit
Unit Selection
sales area
LO1 Know how the layout and appearance of the sales floor influences sales
LO2 Be able to maintain own area of the sales floor during trading hours
Be able to report problems that could have a negative effect on the customer
LO3
experience
Overall unit progress
Unit 62: Audit stock levels and stock inventories in a retail environment
Group C2 Optional Unit
Unit Selection
LO1 Be able to implement a stock audit in a retail environment
Group C2 Optional Un
Be able to use the findings of an audit to identify and resolve problems with stock
LO2
levels and stock inventories
LO3 Be able to communicate the results of an audit
Overall unit progress
Group C2 Optional Unit
Unit 63: Manage staff to receive goods in a retail environment Unit Selection
Be able to manage staff to receive and check incoming deliveries of goods in a
LO1
retail environment
Overall unit progress
Unit 64: Organise and monitor the storage of stock in a retail environment Unit Selection
Group C2 Optional Unit
LO1 Understand the causes and prevention of stock loss within storage systems
LO2 Understand the legal and organisational requirements for storing stock
LO3 Be able to organise the use of storage facilities in a retail environment
LO4 Be able to monitor the storage and care of stock in a retail environment
Overall unit progress
Unit 65: Maintain the availability of goods on display in a retail environment to
Unit Selection
promote sales
Group C2 Optional Unit
LO1 Understand how the display of goods can promote sales
LO2 Understand legal and organisational requirements for displaying goods
LO3 Be able to organise staff to display goods for retail sale
LO4 Be able to evaluate the effectiveness of displays
LO5 Be able to maintain the required quantity and quality of goods on display
Overall unit progress
Group C2 Optional Unit
Unit 66: Manage the payment transaction process in a retail environment Unit Selection
LO1 Be able to monitor payment transaction processing in a retail environment
LO2 Be able to manage the operation of payment points in a retail environment
Overall unit progress
Unit 67: Choose merchandise to feature in visual merchandising displays Unit Selection
p C2 Optional Unit
Group C2 Optional Unit
Understand the purpose of featuring merchandise in visual merchandising
LO1
displays
LO2 Be able to evaluate merchandise for its display potential
Be able to liaise with decision makers concerning the merchandise to be featured
LO3
in a display
Overall unit progress
Unit 68: Manage the use of signage and graphics in visual merchandising
Unit Selection
displays
LO1 Understand how signage and graphics are used in visual merchandising displays
Understand the importance of complying with legal requirements relating to the
LO2
use of signage and graphics in visual merchandising
Group C2 Optional Unit
Understand the importance of monitoring the use of signage and graphics in
LO3
visual merchandising displays
Be able to assess the signage and graphics needed for visual merchandising
LO4
displays
Be able to source the signage and graphics needed for visual merchandising
LO5
displays
Be able to co-ordinate the use of signage and graphics in visual merchandising
LO6
displays
Be able to monitor the use of signage and graphics in visual merchandising
LO7
displays
Overall unit progress
Unit 69: Evaluate the effectiveness of visual merchandising displays Unit Selection
Group C2 Optional Unit
Understand the types of evidence used to evaluate the effectiveness of visual
LO1
merchandising displays
Be able to gather information about customers’ responses to visual
LO2
merchandising displays
Be able to analyse information from customers’ responses to evaluate the
LO3
effectiveness of visual merchandising displays
Overall unit progress
Unit 70: Contribute to improving a retail organisation's visual merchandising
Unit Selection
policy
Group C2 Optional Unit
Understand how visual merchandising and visual design can benefit an
LO1
organisation
LO2 Be able to evaluate the organisation’s approach to visual design
LO3 Be able to recommend new ideas for the organisation’s visual design
Be able to support staff putting the organisation’s visual design policy into
LO4
practice
Overall unit progress
Unit 71: Help customers to choose specialist products in a retail environment Unit Selection
Understand commercial awareness in relation to the organisation, its target
Group C2 Optional Unit
LO1
market and product offer
LO2 Understand the specialist products within own area of responsibility
LO3 Be able to initiate and develop a rapport with customers
LO4 Be able to match specialist products to individual customer requirements
Be able to maintain own product knowledge and expertise in relation to specialist
LO5
products
Overall unit progress
Unit 72: Produce staffing schedules to help a retail team to achieve its targets Unit Selection
Group C2 Optional Unit
Understand the uses of and constraints upon the staffing schedules for a retail
LO1
team
LO2 Be able to produce staffing schedules for a retail team
Be able to adjust staffing schedules to take account of changing operational
LO3
needs and constraints
Overall unit progress
Group C2 Optional Unit
Unit 73: Monitor and support secure payment point use during trading hours Unit Selection
LO1 Understand the data security risks associated with payment point use
LO2 Be able to monitor and support secure payment point use during trading hours
Overall unit progress
ocial Care Go to Summary
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Level 2 Diploma in Health and Social Care
Learner Progress Tracker
Learner: Name 13
Group A Mandatory Unit
Unit 1: Work effectively in a retail team Unit Selection
Understand how to recognise discrimination, bullying and harassment in own
LO1
workplace
LO2 Be able to work effectively in a retail team Mandatory Unit
LO3 Be able to improve own work performance in a retail team
Overall unit progress
Unit 2: Receive goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of preparing for expected deliveries
LO2 Understand own responsibility for handling goods and materials
LO3 Be able to prepare to receive deliveries in a retail environment
LO4 Be able to receive deliveries into storage in a retail environment
Overall unit progress
Unit 3: Place goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
Understand the requirements for storing goods and materials in a retail
LO1
environment
LO2 Know procedures for resolving problems with storage facilities and equipment
LO3 Be able to place goods and materials into storage in a retail environment
Overall unit progress
Unit 4: Keep stock on sale at required levels in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the relationship between stock levels and demand for stock
LO2 Understand the relationship between stock levels and the quality of stock on sale
LO3 Be able to check the level of stock on sale in a retail environment
LO4 Be able to replenish stock on sale in a retail environment
Overall unit progress
Unit 5: Process customer orders for goods in a retail environment Unit Selection
Understand the importance of customer service in relation to processing
LO1
roup B Optional Unit
customers’ orders
Group B Optional Unit
Understand the correct use of customer information in relation to processing
LO2
customers’ orders
LO3 Be able to find out what customers want to order
LO4 Be able to check the availability of the goods customers want to order
LO5 Be able to process orders for customers
Overall unit progress
Unit 6: Process returned goods in a retail environment Unit Selection
Group B Optional Unit
LO1 Know about rights and responsibilities in relation to returned goods
LO2 Understand the importance of stock control systems
LO3 Be able to help retail customers who need to return goods
LO4 Be able to process returned goods
Overall unit progress
Group B Optional Unit
Unit 7: Assemble products for display in a retail environment Unit Selection
LO1 Be able to assemble products for display in a retail environment
Overall unit progress
Unit 8: Hand-process fish in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand safe working practices in relation to hand-processing fish
Understand the relationship between the anatomy of fish and the way fish are
LO2
hand-processed
LO3 Be able to hand process fish
LO4 Be able to maintain own work area in a condition fit for hand-processing fish
Overall unit progress
Group B Optional Unit
Unit 9: Process greengrocery products for sale in a retail environment Unit Selection
LO1 Be able to prepare greengrocery products for sale
LO2 Be able to replenish displays of greengrocery products
LO3 Be able to maintain the quality of greengrocery products on display
Overall unit progress
Unit 10: Finish meat products by hand in a retail environment Unit Selection
p B Optional Unit
Group B Optional Unit
Be able to check the suitability of meat products for finishing in a retail
LO1
environment
Be able to organise own work area and equipment for finishing meat products in
LO2
a retail environment
LO3 Be able to achieve meat product yield and finish in a retail environment
Overall unit progress
Unit 11: Organise own work to meet a dough production schedule in a retail
Unit Selection
environment
Group B Optional Unit
Understand the importance of maintaining health and safety and food safety
LO1
during dough production
Understand why efficient and effective dough production is important to the
LO2
organisation and its customers
Be able to organise own work to meet a dough production schedule in a retail
LO3
environment
Overall unit progress
Group B Optional Unit
Unit 12: Select, weigh and measure bakery ingredients Unit Selection
LO1 Check quantities of ingredients
LO2 Select ingredients
LO3 Weigh and measure ingredients
Overall unit progress
Group B Optional Unit
Unit 13: Hand-divide, mould and shape fermented dough Unit Selection
LO1 Hand-divide fermented dough to specifications and instructions
LO2 Hand-mould and shape fermented dough
Overall unit progress
Unit 14: Maintain food safety while working with food in a retail environment Unit Selection
Group B Optional Unit
LO1 Know how food in a retail environment can become unsafe for consumers
Know the routine working practices that contribute to food safety in a retail
LO2
environment
LO3 Be able to maintain own work area in a safe condition for working with food
LO4 Be able to work with food in a way that keeps it safe for customers
LO5 Be able to record the condition of food
Overall unit progress
Group B Optional Unit Unit 15: Pick products in a retail environment to fulfil customer orders Unit Selection
LO1 Be able to organise own work to pick orders within a retail environment
LO2 Be able to pick products in a retail environment to meet customer requirements
Be able to prepare picked orders for collection or despatch from a retail
LO3
environment
Overall unit progress
Unit 16: Check stock levels and sort out problems with stock levels in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the purpose of checking stock levels in a retail environment
LO2 Be able to check stock levels in a retail environment as instructed
Be able to deal with or report stock-related problems that arise when checking
LO3
stock levels in a retail environment
Overall unit progress
Unit 17: Maintain moisture levels for crops or plants Unit Selection
LO1 Know why it is important to maintain moisture for crops and plants
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to select, use and maintain equipment
LO5 Be able to maintain moisture levels for crops and plants
LO6 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 18: Provide nutrients to crops or plants Unit Selection
LO1 Know how nutrient requirements vary and their method of application
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to provide nutrients to plants or crops
LO5 Be able to work safely and minimise environmental damage
LO6 Be able to select use and maintain equipment
Overall unit progress
Unit 19: Remove unwanted plant growth to maintain development Unit Selection
LO1 Know the different types of unwanted plant growth
LO2 Know how to maintain plant development
Group B Optional Unit
LO3 Know the types of equipment required and how to maintain them
LO4 Know the current health and safety legislation and environmental good practice
LO5 Be able to select, use and maintain equipment
LO6 Be able to identify unwanted plant growth
LO7 Be able to remove unwanted plant growth
LO8 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 20: Identify and report the presence of pests, diseases and disorders Unit Selection
Group B Optional Unit
LO1 Identify and report the presence of pests, diseases and disorders
LO2 Be able to work safely and minimise environmental damage
LO3 Know how to identify and report the presence of pests, diseases and disorders
LO4 Know relevant health and safety legislation and environmental good practice
Overall unit progress
Unit 21: Finish bake-off food products in a retail environment Unit Selection
Group B Optional Unit
Understand the baking and cooling processes that apply to bake-off food
LO1
products
LO2 Know the legal and organisational requirements that apply to bake-off products
LO3 Be able to finish the baking process of bake-off products in a retail environment
Overall unit progress
Group B Optional Unit
Unit 22: Glaze, coat or decorate bake-off products for sale in a retail environment Unit Selection
Know the legal and organisational requirements that apply when glazing, coating
LO1
and decorating bake-off products in a retail environment
LO2 Be able to glaze, coat and decorate bake-off products in a retail environment
Overall unit progress
Unit 23: Display stock to promote sales to customers in a retail environment Unit Selection
Understand the importance of checking for potential health and safety issues
LO1
before setting up and dismantling displays
LO2 Understand how displays help to promote sales
Group B Optional Unit
LO3 Know about legal requirements for labelling products in a display
Be able to establish the availability of space and other resources needed for a
LO4
display
LO5 Be able to prepare a display area for use in a retail environment
LO6 Be able to set up a display in a retail environment
LO7 Be able to label a display of stock in a retail environment
LO8 Be able to dismantle a display in a retail environment
Overall unit progress
Unit 24: Help customers to choose products in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of focusing on the individual customer’s requirements
LO2 Know how sales are confirmed with the customer and closed
LO3 Be able to find out what products customers may be interested in buying
LO4 Be able to help customers to choose the products that best meet their needs
LO5 Be able to close sales
Overall unit progress
Group B Optional Unit
Unit 25: Carry out promotional campaigns in a retail environment Unit Selection
LO1 Understand opportunities to promote particular products
LO2 Be able to promote products to customers as part of a promotional campaign
LO3 Be able to contribute to the evaluation of a promotional campaign
Overall unit progress
Unit 26: Deal with customer queries and complaints in a retail environment Unit Selection
Group B Optional Unit
Understand how resolving customer queries and complaints contributes to
LO1
customer loyalty and confidence
Understand how to manage angry customers when dealing with customer
LO2
queries and complaints in a retail environment
LO3 Be able to deal with customers’ queries in a retail environment
LO4 Be able to deal with customers’ complaints in a retail environment
Group
Overall unit progress
Unit 27: Demonstrate products to customers in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand how product demonstrations can help to increase sales
Be able to make the preparations needed to ensure a safe and efficient product
LO2
demonstration
Be able to communicate to customers the features and benefits of the products
LO3
being demonstrated
LO4 Be able to tidy the demonstration area when a product demonstration is finished
Overall unit progress
Group B Optional Unit
Unit 28: Process payments for purchases in a retail environment Unit Selection
Understand legal and organisational requirements for processing payments in a
LO1
retail environment
LO2 Be able to process payments for purchases in a retail environment
Overall unit progress
Unit 29: Process applications for credit agreements offered in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the legal aspects of offering credit agreements
LO2 Understand legal aspects of processing credit agreement applications
Be able to process applications for credit agreements offered in a retail
LO3
environment
Overall unit progress
Unit 30: Promote loyalty schemes to customers in a retail environment Unit Selection
Group B Optional Unit
Understand the benefits to the organisation of signing customers up to the
LO1
organisation’s loyalty scheme
Understand the importance of giving customers a good impression when
LO2
promoting the organisation’s loyalty scheme
Be able to communicate to customers the features and benefits of the
LO3
organisation’s loyalty scheme
LO4 Be able to gain customers’ commitment to the organisation’s loyalty scheme
Overall unit progress
Unit 31: Provide a bra fitting service in a retail environment Unit Selection
LO1 Understand what a bra fitting session involves
B Optional Unit
Group B Optional Unit
LO2 Know the features and benefits of different types of bra
LO3 Understand how to prolong the life of a bra
LO4 Know the arrangements for obtaining bras both in and out of stock
LO5 Know how to fit customers for bras
LO6 Be able to find potential customers for the bra fitting service
LO7 Be able to fit customer for bras
Overall unit progress
Unit 32: Follow guidelines for planning and preparing visual merchandising
Unit Selection
displays
LO1 Understand the importance of visual merchandising displays and design briefs
Group B Optional Unit
Understand the selection of approaches and effects in visual merchandising
LO2
displays
Understand the sourcing of merchandise and props to be featured in visual
LO3
merchandising displays
LO4 Be able to plan visual merchandising displays to fulfil a design brief
Be able to source merchandise and props to be featured in visual merchandising
LO5
displays
Overall unit progress
Unit 33: Dress visual merchandising displays to attract customers Unit Selection
Group B Optional Unit
LO1 Understand the purpose of visual merchandising displays
LO2 Understand how visual merchandising displays achieve their intended purposes
LO3 Be able to dress in-store displays and window displays
Overall unit progress
Unit 34: Order and position signage and graphics for visual merchandising
Group B Optional Unit
Unit Selection
displays
LO1 Understand the role of signage and graphics within visual merchandising
LO2 Be able to source signage and graphics to meet visual merchandising needs
LO3 Be able to position signage and graphics to support visual merchandising
Overall unit progress
Unit 35: Dismantle and store props and graphics from visual merchandising
Unit Selection
Group B Optional Unit
displays
Understand the importance of storing props and graphics for future use in visual
LO1
merchandising displays
Group B Optional Un
LO2 Be able to dismantle visual merchandising displays
Be able to store props and graphics from dismantled visual merchandising
LO3
displays
Overall unit progress
Unit 36: Make props and decorate fixtures and panels for visual merchandising
Unit Selection
displays
Group B Optional Unit
LO1 Understand the purpose of props within visual merchandising displays
LO2 Be able to specify requirements for visual merchandising props
LO3 Be able to make props for use in visual merchandising displays
LO4 Be able to decorate fixtures and panels for visual merchandising displays
Overall unit progress
Unit 37: Assemble visual merchandising displays Unit Selection
Group B Optional Unit
LO1 Understand the purpose of layout design
LO2 Know how to interpret instructions for assembling visual merchandising displays
LO3 Be able to assemble visual merchandising displays
Overall unit progress
Unit 38: Follow point-of-sale procedures for age-restricted products in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Know about legislation relating to the retail sale of age-restricted products
Understand the importance of maintaining customer goodwill when requesting
LO2
proof of age
Be able to follow point-of-sale procedures for age-restricted products in a retail
LO3
environment
Overall unit progress
Unit 39: Provide National Lottery products to customers Unit Selection
Group B Optional Unit
LO1 Understand how the National Lottery operates
LO2 Be able to use the service terminal
LO3 Be able to communicate with customers concerning National Lottery products
LO4 Be able to process National Lottery prize payouts
Overall unit progress
p B Optional Unit
Unit 40: Advise customers on the fixing and care of tiles Unit Selection
Group B Optional Unit
LO1 Be able to establish customer requirements for fixing tiles
LO2 Be able to explain to customers how to fix tiles
LO3 Be able to recommend additional products to customers
Overall unit progress
Group B Optional Unit
Unit 41: Cash up in a retail environment Unit Selection
LO1 Be able to cash up accurately in a retail environment
Overall unit progress
Group B Optional Unit
Unit 42: Promote a retail store’s credit card to customers in a retail environment Unit Selection
Understand the importance of promoting a retail store’s credit card to both
LO1
potential and existing holders of the card
LO2 Be able to promote a retail store’s credit card to customers in a retail environment
Overall unit progress
Unit 43: Provide service to customers in a dressing room in a retail environment Unit Selection
Be able to use the dressing room facilities in a retail environment to create sales
Group B Optional Unit
LO1
opportunities
Be able to take measures to minimise stock loss while serving customers in a
LO2
dressing room in a retail environment
Be able to keep dressing room facilities in a retail environment ready for
LO3
customer use
Be able to process unsold merchandise in a dressing room in a retail
LO4
environment
Overall unit progress
Unit 44: Promote food or drink products by offering samples to customers Unit Selection
Group B Optional Unit
Understand the business reasons for offering samples of food or drink to
LO1
customers
LO2 Be able to set up attractive and hygienic displays of food or drink samples
LO3 Be able to interact with customers at a display of food or drink samples
LO4 Be able to dispose of food or drink samples in line with organisational procedures
Overall unit progress
Unit 45: Deliver goods from a retail environment to the customer’s delivery
Unit Selection
Group B Optional Unit address
Understand the role of the delivery person in promoting a positive impression of
LO1
the retail organisation
Be able to prepare to deliver goods from a retail environment to customers’
LO2
delivery addresses
Be able to convey goods from a retail environment to customers’ delivery
LO3
addresses
LO4 Be able to complete deliveries of goods at customers’ delivery addresses
Overall unit progress
Unit 46: Help customers to apply for a retail store’s credit card and associated
Unit Selection
insurance products
Understand the legal requirements relating to informing customers about
LO1
insurance products associated with a retail store’s credit card
Group B Optional Unit
Understand the importance of helping customers to understand the implications
LO2
of applying for a retail store’s credit card and associated insurance products
Understand the legal requirements relating to helping customers to apply for the
LO3
store’s credit card and associated insurance products
Be able to offer customers insurance products associated with the store’s credit
LO4
card
Be able to help customers to apply for a retail store’s credit card and associated
LO5
insurance products
Overall unit progress
Group B Optional Unit
Unit 47: Help customers to choose delicatessen products in a retail environment Unit Selection
LO1 Be able to find out what customers are looking for at the delicatessen counter
LO2 Be able to suggest delicatessen products that meet customer needs
Overall unit progress
Unit 48: Portion delicatessen products to meet customer requirements in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Be able to cut and weigh delicatessen products to meet customer requirements
LO2 Be able to wrap or package portioned delicatessen products for customers
LO3 Be able to maintain the display of a delicatessen counter
Overall unit progress
Unit 49: Merchandise plants and other relevant products Unit Selection
roup B Optional Unit
LO1 Know how to merchandise plants and other products
Group B Optional Unit
LO2 Be able to merchandise plants and other products
LO3 Know how to maintain the condition of plants for sale
LO4 Be able to maintain plants ready for use
Overall unit progress
Unit 50: Demonstrate make-up and skincare products to customers at a beauty
Unit Selection
counter in a retail environment
Understand the commercial value of demonstrating make-up and skincare
LO1
Group B Optional Unit
products
LO2 Understand the elements of a demonstration of make-up and skincare products
Be able to prepare to demonstrate make-up and skincare products to customers
LO3
at a beauty counter in a retail environment
Be able to apply make-up or skincare products to customers as part of a
LO4
demonstration
LO5 Be able to conclude a demonstration of make-up or skincare products
Overall unit progress
Unit 51: Operate a customer record card system on a beauty counter in a retail
Unit Selection
environment
Group B Optional Unit
Understand how to maintain the customer record card system in a retail
LO1
environment
Be able to set up record cards for customers at a beauty counter in a retail
LO2
environment
Be able to use the record card system to recognise opportunities for increasing
LO3
sales at a beauty counter in a retail environment
Overall unit progress
Unit 52: Give customers a positive impression of yourself and your organisation Unit Selection
Group B Optional Unit
LO1 Establish rapport with customers
LO2 Respond appropriately to customers
LO3 Communicate information to customers
Understand how to give customers a positive impression of themselves and the
LO4
organisation
Overall unit progress
Unit 53: Protect own and others’ health and safety when working in a retail
Unit Selection
environment
Group B Optional Unit
LO1 Understand how to promote health and safety in own workplace
LO2 Understand own role in protecting own and others’ health and safety
Group B Optional
LO3 Be able to deal with accidents and emergencies in a retail environment
Be able to protect own and others’ health and safety during day-to-day work
LO4
activities
Overall unit progress
Group B Optional Unit
Unit 54: Reduce security risks in a retail environment Unit Selection
LO1 Know about security risks that can arise in a retail environment
LO2 Be able to reduce security risks in a retail environment
Overall unit progress
Unit 55: Prepare newspapers and magazines for return to merchandisers Unit Selection
Be able to plan own work to prepare newspapers and magazines for return to
Group B Optional Unit
LO1
merchandisers
Be able to gather together newspapers and magazines for return to
LO2
merchandisers
Be able to prepare batches of newspapers and magazines for return to
LO3
merchandisers
Be able to complete the administration associated with magazine and newspaper
LO4
returns
Overall unit progress
Unit 56: Check the accuracy of records of hours worked by staff in a retail
Unit Selection
environment
Understand the importance of maintaining accurate records of the hours worked
Group B Optional Unit
LO1
by staff in a retail environment
Understand the level of service that needs to be provided to colleagues in
LO2
relation to records of the number of hours they have worked
Be able to check the accuracy of records of hours worked by staff in a retail
LO3
environment
Be able to provide information about the number of hours worked by staff in a
LO4
retail environment
Overall unit progress
Group C1 Optional Unit
Unit 57: Sort donated goods for resale or recycling in a retail environment Unit Selection
LO1 Know how to sort donated goods safely
LO2 Be able to sort donated goods for selling or recycling
Overall unit progress
Group C1 Optional Unit Unit 58: Maintain food safety while working with food in a retail environment Unit Selection
Know how own personal hygiene and behaviour contribute to food safety in a
LO1
retail environment
Know how to deal with indicators of potential food safety hazards in a retail
LO2
environment
Be able to keep self and clothes clean while working with food in a retail
LO3
environment
Be able to deal with indicators of potential food safety hazards in a retail
LO4
environment
Overall unit progress
Unit 59: Load orders for despatch from a retail store to customers Unit Selection
Group C1 Optional Unit
LO1 Know why it is important to work safely in the loading area
LO2 Know how own working practices contribute to an efficient delivery service
LO3 Be able to keep loading facilities and equipment in a usable condition
LO4 Be able to ensure that orders are ready for loading
LO5 Be able to load orders into delivery vehicles
Overall unit progress
Unit 60: Provide a counter and takeaway service Unit Selection
Group C1 Optional Unit
LO1 Be able to serve customers at the counter
LO2 Know how to serve customers at the counter
LO3 Be able to maintain counter and service areas
LO4 Know how to maintain counter and service areas
Overall unit progress
Unit 61: Contribute to monitoring and maintaining ease of shopping in a retail
Group C1 Optional Unit
Unit Selection
sales area
LO1 Know how the layout and appearance of the sales floor influences sales
LO2 Be able to maintain own area of the sales floor during trading hours
Be able to report problems that could have a negative effect on the customer
LO3
experience
Overall unit progress
Unit 62: Audit stock levels and stock inventories in a retail environment
Group C2 Optional Unit
Unit Selection
LO1 Be able to implement a stock audit in a retail environment
Group C2 Optional Un
Be able to use the findings of an audit to identify and resolve problems with stock
LO2
levels and stock inventories
LO3 Be able to communicate the results of an audit
Overall unit progress
Group C2 Optional Unit
Unit 63: Manage staff to receive goods in a retail environment Unit Selection
Be able to manage staff to receive and check incoming deliveries of goods in a
LO1
retail environment
Overall unit progress
Unit 64: Organise and monitor the storage of stock in a retail environment Unit Selection
Group C2 Optional Unit
LO1 Understand the causes and prevention of stock loss within storage systems
LO2 Understand the legal and organisational requirements for storing stock
LO3 Be able to organise the use of storage facilities in a retail environment
LO4 Be able to monitor the storage and care of stock in a retail environment
Overall unit progress
Unit 65: Maintain the availability of goods on display in a retail environment to
Unit Selection
promote sales
Group C2 Optional Unit
LO1 Understand how the display of goods can promote sales
LO2 Understand legal and organisational requirements for displaying goods
LO3 Be able to organise staff to display goods for retail sale
LO4 Be able to evaluate the effectiveness of displays
LO5 Be able to maintain the required quantity and quality of goods on display
Overall unit progress
Group C2 Optional Unit
Unit 66: Manage the payment transaction process in a retail environment Unit Selection
LO1 Be able to monitor payment transaction processing in a retail environment
LO2 Be able to manage the operation of payment points in a retail environment
Overall unit progress
Unit 67: Choose merchandise to feature in visual merchandising displays Unit Selection
p C2 Optional Unit
Group C2 Optional Unit
Understand the purpose of featuring merchandise in visual merchandising
LO1
displays
LO2 Be able to evaluate merchandise for its display potential
Be able to liaise with decision makers concerning the merchandise to be featured
LO3
in a display
Overall unit progress
Unit 68: Manage the use of signage and graphics in visual merchandising
Unit Selection
displays
LO1 Understand how signage and graphics are used in visual merchandising displays
Understand the importance of complying with legal requirements relating to the
LO2
use of signage and graphics in visual merchandising
Group C2 Optional Unit
Understand the importance of monitoring the use of signage and graphics in
LO3
visual merchandising displays
Be able to assess the signage and graphics needed for visual merchandising
LO4
displays
Be able to source the signage and graphics needed for visual merchandising
LO5
displays
Be able to co-ordinate the use of signage and graphics in visual merchandising
LO6
displays
Be able to monitor the use of signage and graphics in visual merchandising
LO7
displays
Overall unit progress
Unit 69: Evaluate the effectiveness of visual merchandising displays Unit Selection
Group C2 Optional Unit
Understand the types of evidence used to evaluate the effectiveness of visual
LO1
merchandising displays
Be able to gather information about customers’ responses to visual
LO2
merchandising displays
Be able to analyse information from customers’ responses to evaluate the
LO3
effectiveness of visual merchandising displays
Overall unit progress
Unit 70: Contribute to improving a retail organisation's visual merchandising
Unit Selection
policy
Group C2 Optional Unit
Understand how visual merchandising and visual design can benefit an
LO1
organisation
LO2 Be able to evaluate the organisation’s approach to visual design
LO3 Be able to recommend new ideas for the organisation’s visual design
Be able to support staff putting the organisation’s visual design policy into
LO4
practice
Overall unit progress
Unit 71: Help customers to choose specialist products in a retail environment Unit Selection
Understand commercial awareness in relation to the organisation, its target
Group C2 Optional Unit
LO1
market and product offer
LO2 Understand the specialist products within own area of responsibility
LO3 Be able to initiate and develop a rapport with customers
LO4 Be able to match specialist products to individual customer requirements
Be able to maintain own product knowledge and expertise in relation to specialist
LO5
products
Overall unit progress
Unit 72: Produce staffing schedules to help a retail team to achieve its targets Unit Selection
Group C2 Optional Unit
Understand the uses of and constraints upon the staffing schedules for a retail
LO1
team
LO2 Be able to produce staffing schedules for a retail team
Be able to adjust staffing schedules to take account of changing operational
LO3
needs and constraints
Overall unit progress
Group C2 Optional Unit
Unit 73: Monitor and support secure payment point use during trading hours Unit Selection
LO1 Understand the data security risks associated with payment point use
LO2 Be able to monitor and support secure payment point use during trading hours
Overall unit progress
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Level 2 Diploma in Health and Social Care
Learner Progress Tracker
Learner: Name 14
Group A Mandatory Unit
Unit 1: Work effectively in a retail team Unit Selection
Understand how to recognise discrimination, bullying and harassment in own
LO1
workplace
LO2 Be able to work effectively in a retail team Mandatory Unit
LO3 Be able to improve own work performance in a retail team
Overall unit progress
Unit 2: Receive goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of preparing for expected deliveries
LO2 Understand own responsibility for handling goods and materials
LO3 Be able to prepare to receive deliveries in a retail environment
LO4 Be able to receive deliveries into storage in a retail environment
Overall unit progress
Unit 3: Place goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
Understand the requirements for storing goods and materials in a retail
LO1
environment
LO2 Know procedures for resolving problems with storage facilities and equipment
LO3 Be able to place goods and materials into storage in a retail environment
Overall unit progress
Unit 4: Keep stock on sale at required levels in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the relationship between stock levels and demand for stock
LO2 Understand the relationship between stock levels and the quality of stock on sale
LO3 Be able to check the level of stock on sale in a retail environment
LO4 Be able to replenish stock on sale in a retail environment
Overall unit progress
Unit 5: Process customer orders for goods in a retail environment Unit Selection
Understand the importance of customer service in relation to processing
LO1
roup B Optional Unit
customers’ orders
Group B Optional Unit
Understand the correct use of customer information in relation to processing
LO2
customers’ orders
LO3 Be able to find out what customers want to order
LO4 Be able to check the availability of the goods customers want to order
LO5 Be able to process orders for customers
Overall unit progress
Unit 6: Process returned goods in a retail environment Unit Selection
Group B Optional Unit
LO1 Know about rights and responsibilities in relation to returned goods
LO2 Understand the importance of stock control systems
LO3 Be able to help retail customers who need to return goods
LO4 Be able to process returned goods
Overall unit progress
Group B Optional Unit
Unit 7: Assemble products for display in a retail environment Unit Selection
LO1 Be able to assemble products for display in a retail environment
Overall unit progress
Unit 8: Hand-process fish in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand safe working practices in relation to hand-processing fish
Understand the relationship between the anatomy of fish and the way fish are
LO2
hand-processed
LO3 Be able to hand process fish
LO4 Be able to maintain own work area in a condition fit for hand-processing fish
Overall unit progress
Group B Optional Unit
Unit 9: Process greengrocery products for sale in a retail environment Unit Selection
LO1 Be able to prepare greengrocery products for sale
LO2 Be able to replenish displays of greengrocery products
LO3 Be able to maintain the quality of greengrocery products on display
Overall unit progress
Unit 10: Finish meat products by hand in a retail environment Unit Selection
p B Optional Unit
Group B Optional Unit
Be able to check the suitability of meat products for finishing in a retail
LO1
environment
Be able to organise own work area and equipment for finishing meat products in
LO2
a retail environment
LO3 Be able to achieve meat product yield and finish in a retail environment
Overall unit progress
Unit 11: Organise own work to meet a dough production schedule in a retail
Unit Selection
environment
Group B Optional Unit
Understand the importance of maintaining health and safety and food safety
LO1
during dough production
Understand why efficient and effective dough production is important to the
LO2
organisation and its customers
Be able to organise own work to meet a dough production schedule in a retail
LO3
environment
Overall unit progress
Group B Optional Unit
Unit 12: Select, weigh and measure bakery ingredients Unit Selection
LO1 Check quantities of ingredients
LO2 Select ingredients
LO3 Weigh and measure ingredients
Overall unit progress
Group B Optional Unit
Unit 13: Hand-divide, mould and shape fermented dough Unit Selection
LO1 Hand-divide fermented dough to specifications and instructions
LO2 Hand-mould and shape fermented dough
Overall unit progress
Unit 14: Maintain food safety while working with food in a retail environment Unit Selection
Group B Optional Unit
LO1 Know how food in a retail environment can become unsafe for consumers
Know the routine working practices that contribute to food safety in a retail
LO2
environment
LO3 Be able to maintain own work area in a safe condition for working with food
LO4 Be able to work with food in a way that keeps it safe for customers
LO5 Be able to record the condition of food
Overall unit progress
Group B Optional Unit Unit 15: Pick products in a retail environment to fulfil customer orders Unit Selection
LO1 Be able to organise own work to pick orders within a retail environment
LO2 Be able to pick products in a retail environment to meet customer requirements
Be able to prepare picked orders for collection or despatch from a retail
LO3
environment
Overall unit progress
Unit 16: Check stock levels and sort out problems with stock levels in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the purpose of checking stock levels in a retail environment
LO2 Be able to check stock levels in a retail environment as instructed
Be able to deal with or report stock-related problems that arise when checking
LO3
stock levels in a retail environment
Overall unit progress
Unit 17: Maintain moisture levels for crops or plants Unit Selection
LO1 Know why it is important to maintain moisture for crops and plants
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to select, use and maintain equipment
LO5 Be able to maintain moisture levels for crops and plants
LO6 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 18: Provide nutrients to crops or plants Unit Selection
LO1 Know how nutrient requirements vary and their method of application
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to provide nutrients to plants or crops
LO5 Be able to work safely and minimise environmental damage
LO6 Be able to select use and maintain equipment
Overall unit progress
Unit 19: Remove unwanted plant growth to maintain development Unit Selection
LO1 Know the different types of unwanted plant growth
LO2 Know how to maintain plant development
Group B Optional Unit
LO3 Know the types of equipment required and how to maintain them
LO4 Know the current health and safety legislation and environmental good practice
LO5 Be able to select, use and maintain equipment
LO6 Be able to identify unwanted plant growth
LO7 Be able to remove unwanted plant growth
LO8 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 20: Identify and report the presence of pests, diseases and disorders Unit Selection
Group B Optional Unit
LO1 Identify and report the presence of pests, diseases and disorders
LO2 Be able to work safely and minimise environmental damage
LO3 Know how to identify and report the presence of pests, diseases and disorders
LO4 Know relevant health and safety legislation and environmental good practice
Overall unit progress
Unit 21: Finish bake-off food products in a retail environment Unit Selection
Group B Optional Unit
Understand the baking and cooling processes that apply to bake-off food
LO1
products
LO2 Know the legal and organisational requirements that apply to bake-off products
LO3 Be able to finish the baking process of bake-off products in a retail environment
Overall unit progress
Group B Optional Unit
Unit 22: Glaze, coat or decorate bake-off products for sale in a retail environment Unit Selection
Know the legal and organisational requirements that apply when glazing, coating
LO1
and decorating bake-off products in a retail environment
LO2 Be able to glaze, coat and decorate bake-off products in a retail environment
Overall unit progress
Unit 23: Display stock to promote sales to customers in a retail environment Unit Selection
Understand the importance of checking for potential health and safety issues
LO1
before setting up and dismantling displays
LO2 Understand how displays help to promote sales
Group B Optional Unit
LO3 Know about legal requirements for labelling products in a display
Be able to establish the availability of space and other resources needed for a
LO4
display
LO5 Be able to prepare a display area for use in a retail environment
LO6 Be able to set up a display in a retail environment
LO7 Be able to label a display of stock in a retail environment
LO8 Be able to dismantle a display in a retail environment
Overall unit progress
Unit 24: Help customers to choose products in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of focusing on the individual customer’s requirements
LO2 Know how sales are confirmed with the customer and closed
LO3 Be able to find out what products customers may be interested in buying
LO4 Be able to help customers to choose the products that best meet their needs
LO5 Be able to close sales
Overall unit progress
Group B Optional Unit
Unit 25: Carry out promotional campaigns in a retail environment Unit Selection
LO1 Understand opportunities to promote particular products
LO2 Be able to promote products to customers as part of a promotional campaign
LO3 Be able to contribute to the evaluation of a promotional campaign
Overall unit progress
Unit 26: Deal with customer queries and complaints in a retail environment Unit Selection
Group B Optional Unit
Understand how resolving customer queries and complaints contributes to
LO1
customer loyalty and confidence
Understand how to manage angry customers when dealing with customer
LO2
queries and complaints in a retail environment
LO3 Be able to deal with customers’ queries in a retail environment
LO4 Be able to deal with customers’ complaints in a retail environment
Group
Overall unit progress
Unit 27: Demonstrate products to customers in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand how product demonstrations can help to increase sales
Be able to make the preparations needed to ensure a safe and efficient product
LO2
demonstration
Be able to communicate to customers the features and benefits of the products
LO3
being demonstrated
LO4 Be able to tidy the demonstration area when a product demonstration is finished
Overall unit progress
Group B Optional Unit
Unit 28: Process payments for purchases in a retail environment Unit Selection
Understand legal and organisational requirements for processing payments in a
LO1
retail environment
LO2 Be able to process payments for purchases in a retail environment
Overall unit progress
Unit 29: Process applications for credit agreements offered in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the legal aspects of offering credit agreements
LO2 Understand legal aspects of processing credit agreement applications
Be able to process applications for credit agreements offered in a retail
LO3
environment
Overall unit progress
Unit 30: Promote loyalty schemes to customers in a retail environment Unit Selection
Group B Optional Unit
Understand the benefits to the organisation of signing customers up to the
LO1
organisation’s loyalty scheme
Understand the importance of giving customers a good impression when
LO2
promoting the organisation’s loyalty scheme
Be able to communicate to customers the features and benefits of the
LO3
organisation’s loyalty scheme
LO4 Be able to gain customers’ commitment to the organisation’s loyalty scheme
Overall unit progress
Unit 31: Provide a bra fitting service in a retail environment Unit Selection
LO1 Understand what a bra fitting session involves
B Optional Unit
Group B Optional Unit
LO2 Know the features and benefits of different types of bra
LO3 Understand how to prolong the life of a bra
LO4 Know the arrangements for obtaining bras both in and out of stock
LO5 Know how to fit customers for bras
LO6 Be able to find potential customers for the bra fitting service
LO7 Be able to fit customer for bras
Overall unit progress
Unit 32: Follow guidelines for planning and preparing visual merchandising
Unit Selection
displays
LO1 Understand the importance of visual merchandising displays and design briefs
Group B Optional Unit
Understand the selection of approaches and effects in visual merchandising
LO2
displays
Understand the sourcing of merchandise and props to be featured in visual
LO3
merchandising displays
LO4 Be able to plan visual merchandising displays to fulfil a design brief
Be able to source merchandise and props to be featured in visual merchandising
LO5
displays
Overall unit progress
Unit 33: Dress visual merchandising displays to attract customers Unit Selection
Group B Optional Unit
LO1 Understand the purpose of visual merchandising displays
LO2 Understand how visual merchandising displays achieve their intended purposes
LO3 Be able to dress in-store displays and window displays
Overall unit progress
Unit 34: Order and position signage and graphics for visual merchandising
Group B Optional Unit
Unit Selection
displays
LO1 Understand the role of signage and graphics within visual merchandising
LO2 Be able to source signage and graphics to meet visual merchandising needs
LO3 Be able to position signage and graphics to support visual merchandising
Overall unit progress
Unit 35: Dismantle and store props and graphics from visual merchandising
Unit Selection
Group B Optional Unit
displays
Understand the importance of storing props and graphics for future use in visual
LO1
merchandising displays
Group B Optional Un
LO2 Be able to dismantle visual merchandising displays
Be able to store props and graphics from dismantled visual merchandising
LO3
displays
Overall unit progress
Unit 36: Make props and decorate fixtures and panels for visual merchandising
Unit Selection
displays
Group B Optional Unit
LO1 Understand the purpose of props within visual merchandising displays
LO2 Be able to specify requirements for visual merchandising props
LO3 Be able to make props for use in visual merchandising displays
LO4 Be able to decorate fixtures and panels for visual merchandising displays
Overall unit progress
Unit 37: Assemble visual merchandising displays Unit Selection
Group B Optional Unit
LO1 Understand the purpose of layout design
LO2 Know how to interpret instructions for assembling visual merchandising displays
LO3 Be able to assemble visual merchandising displays
Overall unit progress
Unit 38: Follow point-of-sale procedures for age-restricted products in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Know about legislation relating to the retail sale of age-restricted products
Understand the importance of maintaining customer goodwill when requesting
LO2
proof of age
Be able to follow point-of-sale procedures for age-restricted products in a retail
LO3
environment
Overall unit progress
Unit 39: Provide National Lottery products to customers Unit Selection
Group B Optional Unit
LO1 Understand how the National Lottery operates
LO2 Be able to use the service terminal
LO3 Be able to communicate with customers concerning National Lottery products
LO4 Be able to process National Lottery prize payouts
Overall unit progress
p B Optional Unit
Unit 40: Advise customers on the fixing and care of tiles Unit Selection
Group B Optional Unit
LO1 Be able to establish customer requirements for fixing tiles
LO2 Be able to explain to customers how to fix tiles
LO3 Be able to recommend additional products to customers
Overall unit progress
Group B Optional Unit
Unit 41: Cash up in a retail environment Unit Selection
LO1 Be able to cash up accurately in a retail environment
Overall unit progress
Group B Optional Unit
Unit 42: Promote a retail store’s credit card to customers in a retail environment Unit Selection
Understand the importance of promoting a retail store’s credit card to both
LO1
potential and existing holders of the card
LO2 Be able to promote a retail store’s credit card to customers in a retail environment
Overall unit progress
Unit 43: Provide service to customers in a dressing room in a retail environment Unit Selection
Be able to use the dressing room facilities in a retail environment to create sales
Group B Optional Unit
LO1
opportunities
Be able to take measures to minimise stock loss while serving customers in a
LO2
dressing room in a retail environment
Be able to keep dressing room facilities in a retail environment ready for
LO3
customer use
Be able to process unsold merchandise in a dressing room in a retail
LO4
environment
Overall unit progress
Unit 44: Promote food or drink products by offering samples to customers Unit Selection
Group B Optional Unit
Understand the business reasons for offering samples of food or drink to
LO1
customers
LO2 Be able to set up attractive and hygienic displays of food or drink samples
LO3 Be able to interact with customers at a display of food or drink samples
LO4 Be able to dispose of food or drink samples in line with organisational procedures
Overall unit progress
Unit 45: Deliver goods from a retail environment to the customer’s delivery
Unit Selection
Group B Optional Unit address
Understand the role of the delivery person in promoting a positive impression of
LO1
the retail organisation
Be able to prepare to deliver goods from a retail environment to customers’
LO2
delivery addresses
Be able to convey goods from a retail environment to customers’ delivery
LO3
addresses
LO4 Be able to complete deliveries of goods at customers’ delivery addresses
Overall unit progress
Unit 46: Help customers to apply for a retail store’s credit card and associated
Unit Selection
insurance products
Understand the legal requirements relating to informing customers about
LO1
insurance products associated with a retail store’s credit card
Group B Optional Unit
Understand the importance of helping customers to understand the implications
LO2
of applying for a retail store’s credit card and associated insurance products
Understand the legal requirements relating to helping customers to apply for the
LO3
store’s credit card and associated insurance products
Be able to offer customers insurance products associated with the store’s credit
LO4
card
Be able to help customers to apply for a retail store’s credit card and associated
LO5
insurance products
Overall unit progress
Group B Optional Unit
Unit 47: Help customers to choose delicatessen products in a retail environment Unit Selection
LO1 Be able to find out what customers are looking for at the delicatessen counter
LO2 Be able to suggest delicatessen products that meet customer needs
Overall unit progress
Unit 48: Portion delicatessen products to meet customer requirements in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Be able to cut and weigh delicatessen products to meet customer requirements
LO2 Be able to wrap or package portioned delicatessen products for customers
LO3 Be able to maintain the display of a delicatessen counter
Overall unit progress
Unit 49: Merchandise plants and other relevant products Unit Selection
roup B Optional Unit
LO1 Know how to merchandise plants and other products
Group B Optional Unit
LO2 Be able to merchandise plants and other products
LO3 Know how to maintain the condition of plants for sale
LO4 Be able to maintain plants ready for use
Overall unit progress
Unit 50: Demonstrate make-up and skincare products to customers at a beauty
Unit Selection
counter in a retail environment
Understand the commercial value of demonstrating make-up and skincare
LO1
Group B Optional Unit
products
LO2 Understand the elements of a demonstration of make-up and skincare products
Be able to prepare to demonstrate make-up and skincare products to customers
LO3
at a beauty counter in a retail environment
Be able to apply make-up or skincare products to customers as part of a
LO4
demonstration
LO5 Be able to conclude a demonstration of make-up or skincare products
Overall unit progress
Unit 51: Operate a customer record card system on a beauty counter in a retail
Unit Selection
environment
Group B Optional Unit
Understand how to maintain the customer record card system in a retail
LO1
environment
Be able to set up record cards for customers at a beauty counter in a retail
LO2
environment
Be able to use the record card system to recognise opportunities for increasing
LO3
sales at a beauty counter in a retail environment
Overall unit progress
Unit 52: Give customers a positive impression of yourself and your organisation Unit Selection
Group B Optional Unit
LO1 Establish rapport with customers
LO2 Respond appropriately to customers
LO3 Communicate information to customers
Understand how to give customers a positive impression of themselves and the
LO4
organisation
Overall unit progress
Unit 53: Protect own and others’ health and safety when working in a retail
Unit Selection
environment
Group B Optional Unit
LO1 Understand how to promote health and safety in own workplace
LO2 Understand own role in protecting own and others’ health and safety
Group B Optional
LO3 Be able to deal with accidents and emergencies in a retail environment
Be able to protect own and others’ health and safety during day-to-day work
LO4
activities
Overall unit progress
Group B Optional Unit
Unit 54: Reduce security risks in a retail environment Unit Selection
LO1 Know about security risks that can arise in a retail environment
LO2 Be able to reduce security risks in a retail environment
Overall unit progress
Unit 55: Prepare newspapers and magazines for return to merchandisers Unit Selection
Be able to plan own work to prepare newspapers and magazines for return to
Group B Optional Unit
LO1
merchandisers
Be able to gather together newspapers and magazines for return to
LO2
merchandisers
Be able to prepare batches of newspapers and magazines for return to
LO3
merchandisers
Be able to complete the administration associated with magazine and newspaper
LO4
returns
Overall unit progress
Unit 56: Check the accuracy of records of hours worked by staff in a retail
Unit Selection
environment
Understand the importance of maintaining accurate records of the hours worked
Group B Optional Unit
LO1
by staff in a retail environment
Understand the level of service that needs to be provided to colleagues in
LO2
relation to records of the number of hours they have worked
Be able to check the accuracy of records of hours worked by staff in a retail
LO3
environment
Be able to provide information about the number of hours worked by staff in a
LO4
retail environment
Overall unit progress
Group C1 Optional Unit
Unit 57: Sort donated goods for resale or recycling in a retail environment Unit Selection
LO1 Know how to sort donated goods safely
LO2 Be able to sort donated goods for selling or recycling
Overall unit progress
Group C1 Optional Unit Unit 58: Maintain food safety while working with food in a retail environment Unit Selection
Know how own personal hygiene and behaviour contribute to food safety in a
LO1
retail environment
Know how to deal with indicators of potential food safety hazards in a retail
LO2
environment
Be able to keep self and clothes clean while working with food in a retail
LO3
environment
Be able to deal with indicators of potential food safety hazards in a retail
LO4
environment
Overall unit progress
Unit 59: Load orders for despatch from a retail store to customers Unit Selection
Group C1 Optional Unit
LO1 Know why it is important to work safely in the loading area
LO2 Know how own working practices contribute to an efficient delivery service
LO3 Be able to keep loading facilities and equipment in a usable condition
LO4 Be able to ensure that orders are ready for loading
LO5 Be able to load orders into delivery vehicles
Overall unit progress
Unit 60: Provide a counter and takeaway service Unit Selection
Group C1 Optional Unit
LO1 Be able to serve customers at the counter
LO2 Know how to serve customers at the counter
LO3 Be able to maintain counter and service areas
LO4 Know how to maintain counter and service areas
Overall unit progress
Unit 61: Contribute to monitoring and maintaining ease of shopping in a retail
Group C1 Optional Unit
Unit Selection
sales area
LO1 Know how the layout and appearance of the sales floor influences sales
LO2 Be able to maintain own area of the sales floor during trading hours
Be able to report problems that could have a negative effect on the customer
LO3
experience
Overall unit progress
Unit 62: Audit stock levels and stock inventories in a retail environment
Group C2 Optional Unit
Unit Selection
LO1 Be able to implement a stock audit in a retail environment
Group C2 Optional Un
Be able to use the findings of an audit to identify and resolve problems with stock
LO2
levels and stock inventories
LO3 Be able to communicate the results of an audit
Overall unit progress
Group C2 Optional Unit
Unit 63: Manage staff to receive goods in a retail environment Unit Selection
Be able to manage staff to receive and check incoming deliveries of goods in a
LO1
retail environment
Overall unit progress
Unit 64: Organise and monitor the storage of stock in a retail environment Unit Selection
Group C2 Optional Unit
LO1 Understand the causes and prevention of stock loss within storage systems
LO2 Understand the legal and organisational requirements for storing stock
LO3 Be able to organise the use of storage facilities in a retail environment
LO4 Be able to monitor the storage and care of stock in a retail environment
Overall unit progress
Unit 65: Maintain the availability of goods on display in a retail environment to
Unit Selection
promote sales
Group C2 Optional Unit
LO1 Understand how the display of goods can promote sales
LO2 Understand legal and organisational requirements for displaying goods
LO3 Be able to organise staff to display goods for retail sale
LO4 Be able to evaluate the effectiveness of displays
LO5 Be able to maintain the required quantity and quality of goods on display
Overall unit progress
Group C2 Optional Unit
Unit 66: Manage the payment transaction process in a retail environment Unit Selection
LO1 Be able to monitor payment transaction processing in a retail environment
LO2 Be able to manage the operation of payment points in a retail environment
Overall unit progress
Unit 67: Choose merchandise to feature in visual merchandising displays Unit Selection
p C2 Optional Unit
Group C2 Optional Unit
Understand the purpose of featuring merchandise in visual merchandising
LO1
displays
LO2 Be able to evaluate merchandise for its display potential
Be able to liaise with decision makers concerning the merchandise to be featured
LO3
in a display
Overall unit progress
Unit 68: Manage the use of signage and graphics in visual merchandising
Unit Selection
displays
LO1 Understand how signage and graphics are used in visual merchandising displays
Understand the importance of complying with legal requirements relating to the
LO2
use of signage and graphics in visual merchandising
Group C2 Optional Unit
Understand the importance of monitoring the use of signage and graphics in
LO3
visual merchandising displays
Be able to assess the signage and graphics needed for visual merchandising
LO4
displays
Be able to source the signage and graphics needed for visual merchandising
LO5
displays
Be able to co-ordinate the use of signage and graphics in visual merchandising
LO6
displays
Be able to monitor the use of signage and graphics in visual merchandising
LO7
displays
Overall unit progress
Unit 69: Evaluate the effectiveness of visual merchandising displays Unit Selection
Group C2 Optional Unit
Understand the types of evidence used to evaluate the effectiveness of visual
LO1
merchandising displays
Be able to gather information about customers’ responses to visual
LO2
merchandising displays
Be able to analyse information from customers’ responses to evaluate the
LO3
effectiveness of visual merchandising displays
Overall unit progress
Unit 70: Contribute to improving a retail organisation's visual merchandising
Unit Selection
policy
Group C2 Optional Unit
Understand how visual merchandising and visual design can benefit an
LO1
organisation
LO2 Be able to evaluate the organisation’s approach to visual design
LO3 Be able to recommend new ideas for the organisation’s visual design
Be able to support staff putting the organisation’s visual design policy into
LO4
practice
Overall unit progress
Unit 71: Help customers to choose specialist products in a retail environment Unit Selection
Understand commercial awareness in relation to the organisation, its target
Group C2 Optional Unit
LO1
market and product offer
LO2 Understand the specialist products within own area of responsibility
LO3 Be able to initiate and develop a rapport with customers
LO4 Be able to match specialist products to individual customer requirements
Be able to maintain own product knowledge and expertise in relation to specialist
LO5
products
Overall unit progress
Unit 72: Produce staffing schedules to help a retail team to achieve its targets Unit Selection
Group C2 Optional Unit
Understand the uses of and constraints upon the staffing schedules for a retail
LO1
team
LO2 Be able to produce staffing schedules for a retail team
Be able to adjust staffing schedules to take account of changing operational
LO3
needs and constraints
Overall unit progress
Group C2 Optional Unit
Unit 73: Monitor and support secure payment point use during trading hours Unit Selection
LO1 Understand the data security risks associated with payment point use
LO2 Be able to monitor and support secure payment point use during trading hours
Overall unit progress
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Level 2 Diploma in Health and Social Care
Learner Progress Tracker
Learner: Name 15
Group A Mandatory Unit
Unit 1: Work effectively in a retail team Unit Selection
Understand how to recognise discrimination, bullying and harassment in own
LO1
workplace
LO2 Be able to work effectively in a retail team Mandatory Unit
LO3 Be able to improve own work performance in a retail team
Overall unit progress
Unit 2: Receive goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of preparing for expected deliveries
LO2 Understand own responsibility for handling goods and materials
LO3 Be able to prepare to receive deliveries in a retail environment
LO4 Be able to receive deliveries into storage in a retail environment
Overall unit progress
Unit 3: Place goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
Understand the requirements for storing goods and materials in a retail
LO1
environment
LO2 Know procedures for resolving problems with storage facilities and equipment
LO3 Be able to place goods and materials into storage in a retail environment
Overall unit progress
Unit 4: Keep stock on sale at required levels in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the relationship between stock levels and demand for stock
LO2 Understand the relationship between stock levels and the quality of stock on sale
LO3 Be able to check the level of stock on sale in a retail environment
LO4 Be able to replenish stock on sale in a retail environment
Overall unit progress
Unit 5: Process customer orders for goods in a retail environment Unit Selection
Understand the importance of customer service in relation to processing
LO1
roup B Optional Unit
customers’ orders
Group B Optional Unit
Understand the correct use of customer information in relation to processing
LO2
customers’ orders
LO3 Be able to find out what customers want to order
LO4 Be able to check the availability of the goods customers want to order
LO5 Be able to process orders for customers
Overall unit progress
Unit 6: Process returned goods in a retail environment Unit Selection
Group B Optional Unit
LO1 Know about rights and responsibilities in relation to returned goods
LO2 Understand the importance of stock control systems
LO3 Be able to help retail customers who need to return goods
LO4 Be able to process returned goods
Overall unit progress
Group B Optional Unit
Unit 7: Assemble products for display in a retail environment Unit Selection
LO1 Be able to assemble products for display in a retail environment
Overall unit progress
Unit 8: Hand-process fish in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand safe working practices in relation to hand-processing fish
Understand the relationship between the anatomy of fish and the way fish are
LO2
hand-processed
LO3 Be able to hand process fish
LO4 Be able to maintain own work area in a condition fit for hand-processing fish
Overall unit progress
Group B Optional Unit
Unit 9: Process greengrocery products for sale in a retail environment Unit Selection
LO1 Be able to prepare greengrocery products for sale
LO2 Be able to replenish displays of greengrocery products
LO3 Be able to maintain the quality of greengrocery products on display
Overall unit progress
Unit 10: Finish meat products by hand in a retail environment Unit Selection
p B Optional Unit
Group B Optional Unit
Be able to check the suitability of meat products for finishing in a retail
LO1
environment
Be able to organise own work area and equipment for finishing meat products in
LO2
a retail environment
LO3 Be able to achieve meat product yield and finish in a retail environment
Overall unit progress
Unit 11: Organise own work to meet a dough production schedule in a retail
Unit Selection
environment
Group B Optional Unit
Understand the importance of maintaining health and safety and food safety
LO1
during dough production
Understand why efficient and effective dough production is important to the
LO2
organisation and its customers
Be able to organise own work to meet a dough production schedule in a retail
LO3
environment
Overall unit progress
Group B Optional Unit
Unit 12: Select, weigh and measure bakery ingredients Unit Selection
LO1 Check quantities of ingredients
LO2 Select ingredients
LO3 Weigh and measure ingredients
Overall unit progress
Group B Optional Unit
Unit 13: Hand-divide, mould and shape fermented dough Unit Selection
LO1 Hand-divide fermented dough to specifications and instructions
LO2 Hand-mould and shape fermented dough
Overall unit progress
Unit 14: Maintain food safety while working with food in a retail environment Unit Selection
Group B Optional Unit
LO1 Know how food in a retail environment can become unsafe for consumers
Know the routine working practices that contribute to food safety in a retail
LO2
environment
LO3 Be able to maintain own work area in a safe condition for working with food
LO4 Be able to work with food in a way that keeps it safe for customers
LO5 Be able to record the condition of food
Overall unit progress
Group B Optional Unit Unit 15: Pick products in a retail environment to fulfil customer orders Unit Selection
LO1 Be able to organise own work to pick orders within a retail environment
LO2 Be able to pick products in a retail environment to meet customer requirements
Be able to prepare picked orders for collection or despatch from a retail
LO3
environment
Overall unit progress
Unit 16: Check stock levels and sort out problems with stock levels in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the purpose of checking stock levels in a retail environment
LO2 Be able to check stock levels in a retail environment as instructed
Be able to deal with or report stock-related problems that arise when checking
LO3
stock levels in a retail environment
Overall unit progress
Unit 17: Maintain moisture levels for crops or plants Unit Selection
LO1 Know why it is important to maintain moisture for crops and plants
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to select, use and maintain equipment
LO5 Be able to maintain moisture levels for crops and plants
LO6 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 18: Provide nutrients to crops or plants Unit Selection
LO1 Know how nutrient requirements vary and their method of application
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to provide nutrients to plants or crops
LO5 Be able to work safely and minimise environmental damage
LO6 Be able to select use and maintain equipment
Overall unit progress
Unit 19: Remove unwanted plant growth to maintain development Unit Selection
LO1 Know the different types of unwanted plant growth
LO2 Know how to maintain plant development
Group B Optional Unit
LO3 Know the types of equipment required and how to maintain them
LO4 Know the current health and safety legislation and environmental good practice
LO5 Be able to select, use and maintain equipment
LO6 Be able to identify unwanted plant growth
LO7 Be able to remove unwanted plant growth
LO8 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 20: Identify and report the presence of pests, diseases and disorders Unit Selection
Group B Optional Unit
LO1 Identify and report the presence of pests, diseases and disorders
LO2 Be able to work safely and minimise environmental damage
LO3 Know how to identify and report the presence of pests, diseases and disorders
LO4 Know relevant health and safety legislation and environmental good practice
Overall unit progress
Unit 21: Finish bake-off food products in a retail environment Unit Selection
Group B Optional Unit
Understand the baking and cooling processes that apply to bake-off food
LO1
products
LO2 Know the legal and organisational requirements that apply to bake-off products
LO3 Be able to finish the baking process of bake-off products in a retail environment
Overall unit progress
Group B Optional Unit
Unit 22: Glaze, coat or decorate bake-off products for sale in a retail environment Unit Selection
Know the legal and organisational requirements that apply when glazing, coating
LO1
and decorating bake-off products in a retail environment
LO2 Be able to glaze, coat and decorate bake-off products in a retail environment
Overall unit progress
Unit 23: Display stock to promote sales to customers in a retail environment Unit Selection
Understand the importance of checking for potential health and safety issues
LO1
before setting up and dismantling displays
LO2 Understand how displays help to promote sales
Group B Optional Unit
LO3 Know about legal requirements for labelling products in a display
Be able to establish the availability of space and other resources needed for a
LO4
display
LO5 Be able to prepare a display area for use in a retail environment
LO6 Be able to set up a display in a retail environment
LO7 Be able to label a display of stock in a retail environment
LO8 Be able to dismantle a display in a retail environment
Overall unit progress
Unit 24: Help customers to choose products in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of focusing on the individual customer’s requirements
LO2 Know how sales are confirmed with the customer and closed
LO3 Be able to find out what products customers may be interested in buying
LO4 Be able to help customers to choose the products that best meet their needs
LO5 Be able to close sales
Overall unit progress
Group B Optional Unit
Unit 25: Carry out promotional campaigns in a retail environment Unit Selection
LO1 Understand opportunities to promote particular products
LO2 Be able to promote products to customers as part of a promotional campaign
LO3 Be able to contribute to the evaluation of a promotional campaign
Overall unit progress
Unit 26: Deal with customer queries and complaints in a retail environment Unit Selection
Group B Optional Unit
Understand how resolving customer queries and complaints contributes to
LO1
customer loyalty and confidence
Understand how to manage angry customers when dealing with customer
LO2
queries and complaints in a retail environment
LO3 Be able to deal with customers’ queries in a retail environment
LO4 Be able to deal with customers’ complaints in a retail environment
Group
Overall unit progress
Unit 27: Demonstrate products to customers in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand how product demonstrations can help to increase sales
Be able to make the preparations needed to ensure a safe and efficient product
LO2
demonstration
Be able to communicate to customers the features and benefits of the products
LO3
being demonstrated
LO4 Be able to tidy the demonstration area when a product demonstration is finished
Overall unit progress
Group B Optional Unit
Unit 28: Process payments for purchases in a retail environment Unit Selection
Understand legal and organisational requirements for processing payments in a
LO1
retail environment
LO2 Be able to process payments for purchases in a retail environment
Overall unit progress
Unit 29: Process applications for credit agreements offered in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the legal aspects of offering credit agreements
LO2 Understand legal aspects of processing credit agreement applications
Be able to process applications for credit agreements offered in a retail
LO3
environment
Overall unit progress
Unit 30: Promote loyalty schemes to customers in a retail environment Unit Selection
Group B Optional Unit
Understand the benefits to the organisation of signing customers up to the
LO1
organisation’s loyalty scheme
Understand the importance of giving customers a good impression when
LO2
promoting the organisation’s loyalty scheme
Be able to communicate to customers the features and benefits of the
LO3
organisation’s loyalty scheme
LO4 Be able to gain customers’ commitment to the organisation’s loyalty scheme
Overall unit progress
Unit 31: Provide a bra fitting service in a retail environment Unit Selection
LO1 Understand what a bra fitting session involves
B Optional Unit
Group B Optional Unit
LO2 Know the features and benefits of different types of bra
LO3 Understand how to prolong the life of a bra
LO4 Know the arrangements for obtaining bras both in and out of stock
LO5 Know how to fit customers for bras
LO6 Be able to find potential customers for the bra fitting service
LO7 Be able to fit customer for bras
Overall unit progress
Unit 32: Follow guidelines for planning and preparing visual merchandising
Unit Selection
displays
LO1 Understand the importance of visual merchandising displays and design briefs
Group B Optional Unit
Understand the selection of approaches and effects in visual merchandising
LO2
displays
Understand the sourcing of merchandise and props to be featured in visual
LO3
merchandising displays
LO4 Be able to plan visual merchandising displays to fulfil a design brief
Be able to source merchandise and props to be featured in visual merchandising
LO5
displays
Overall unit progress
Unit 33: Dress visual merchandising displays to attract customers Unit Selection
Group B Optional Unit
LO1 Understand the purpose of visual merchandising displays
LO2 Understand how visual merchandising displays achieve their intended purposes
LO3 Be able to dress in-store displays and window displays
Overall unit progress
Unit 34: Order and position signage and graphics for visual merchandising
Group B Optional Unit
Unit Selection
displays
LO1 Understand the role of signage and graphics within visual merchandising
LO2 Be able to source signage and graphics to meet visual merchandising needs
LO3 Be able to position signage and graphics to support visual merchandising
Overall unit progress
Unit 35: Dismantle and store props and graphics from visual merchandising
Unit Selection
Group B Optional Unit
displays
Understand the importance of storing props and graphics for future use in visual
LO1
merchandising displays
Group B Optional Un
LO2 Be able to dismantle visual merchandising displays
Be able to store props and graphics from dismantled visual merchandising
LO3
displays
Overall unit progress
Unit 36: Make props and decorate fixtures and panels for visual merchandising
Unit Selection
displays
Group B Optional Unit
LO1 Understand the purpose of props within visual merchandising displays
LO2 Be able to specify requirements for visual merchandising props
LO3 Be able to make props for use in visual merchandising displays
LO4 Be able to decorate fixtures and panels for visual merchandising displays
Overall unit progress
Unit 37: Assemble visual merchandising displays Unit Selection
Group B Optional Unit
LO1 Understand the purpose of layout design
LO2 Know how to interpret instructions for assembling visual merchandising displays
LO3 Be able to assemble visual merchandising displays
Overall unit progress
Unit 38: Follow point-of-sale procedures for age-restricted products in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Know about legislation relating to the retail sale of age-restricted products
Understand the importance of maintaining customer goodwill when requesting
LO2
proof of age
Be able to follow point-of-sale procedures for age-restricted products in a retail
LO3
environment
Overall unit progress
Unit 39: Provide National Lottery products to customers Unit Selection
Group B Optional Unit
LO1 Understand how the National Lottery operates
LO2 Be able to use the service terminal
LO3 Be able to communicate with customers concerning National Lottery products
LO4 Be able to process National Lottery prize payouts
Overall unit progress
p B Optional Unit
Unit 40: Advise customers on the fixing and care of tiles Unit Selection
Group B Optional Unit
LO1 Be able to establish customer requirements for fixing tiles
LO2 Be able to explain to customers how to fix tiles
LO3 Be able to recommend additional products to customers
Overall unit progress
Group B Optional Unit
Unit 41: Cash up in a retail environment Unit Selection
LO1 Be able to cash up accurately in a retail environment
Overall unit progress
Group B Optional Unit
Unit 42: Promote a retail store’s credit card to customers in a retail environment Unit Selection
Understand the importance of promoting a retail store’s credit card to both
LO1
potential and existing holders of the card
LO2 Be able to promote a retail store’s credit card to customers in a retail environment
Overall unit progress
Unit 43: Provide service to customers in a dressing room in a retail environment Unit Selection
Be able to use the dressing room facilities in a retail environment to create sales
Group B Optional Unit
LO1
opportunities
Be able to take measures to minimise stock loss while serving customers in a
LO2
dressing room in a retail environment
Be able to keep dressing room facilities in a retail environment ready for
LO3
customer use
Be able to process unsold merchandise in a dressing room in a retail
LO4
environment
Overall unit progress
Unit 44: Promote food or drink products by offering samples to customers Unit Selection
Group B Optional Unit
Understand the business reasons for offering samples of food or drink to
LO1
customers
LO2 Be able to set up attractive and hygienic displays of food or drink samples
LO3 Be able to interact with customers at a display of food or drink samples
LO4 Be able to dispose of food or drink samples in line with organisational procedures
Overall unit progress
Unit 45: Deliver goods from a retail environment to the customer’s delivery
Unit Selection
Group B Optional Unit address
Understand the role of the delivery person in promoting a positive impression of
LO1
the retail organisation
Be able to prepare to deliver goods from a retail environment to customers’
LO2
delivery addresses
Be able to convey goods from a retail environment to customers’ delivery
LO3
addresses
LO4 Be able to complete deliveries of goods at customers’ delivery addresses
Overall unit progress
Unit 46: Help customers to apply for a retail store’s credit card and associated
Unit Selection
insurance products
Understand the legal requirements relating to informing customers about
LO1
insurance products associated with a retail store’s credit card
Group B Optional Unit
Understand the importance of helping customers to understand the implications
LO2
of applying for a retail store’s credit card and associated insurance products
Understand the legal requirements relating to helping customers to apply for the
LO3
store’s credit card and associated insurance products
Be able to offer customers insurance products associated with the store’s credit
LO4
card
Be able to help customers to apply for a retail store’s credit card and associated
LO5
insurance products
Overall unit progress
Group B Optional Unit
Unit 47: Help customers to choose delicatessen products in a retail environment Unit Selection
LO1 Be able to find out what customers are looking for at the delicatessen counter
LO2 Be able to suggest delicatessen products that meet customer needs
Overall unit progress
Unit 48: Portion delicatessen products to meet customer requirements in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Be able to cut and weigh delicatessen products to meet customer requirements
LO2 Be able to wrap or package portioned delicatessen products for customers
LO3 Be able to maintain the display of a delicatessen counter
Overall unit progress
Unit 49: Merchandise plants and other relevant products Unit Selection
roup B Optional Unit
LO1 Know how to merchandise plants and other products
Group B Optional Unit
LO2 Be able to merchandise plants and other products
LO3 Know how to maintain the condition of plants for sale
LO4 Be able to maintain plants ready for use
Overall unit progress
Unit 50: Demonstrate make-up and skincare products to customers at a beauty
Unit Selection
counter in a retail environment
Understand the commercial value of demonstrating make-up and skincare
LO1
Group B Optional Unit
products
LO2 Understand the elements of a demonstration of make-up and skincare products
Be able to prepare to demonstrate make-up and skincare products to customers
LO3
at a beauty counter in a retail environment
Be able to apply make-up or skincare products to customers as part of a
LO4
demonstration
LO5 Be able to conclude a demonstration of make-up or skincare products
Overall unit progress
Unit 51: Operate a customer record card system on a beauty counter in a retail
Unit Selection
environment
Group B Optional Unit
Understand how to maintain the customer record card system in a retail
LO1
environment
Be able to set up record cards for customers at a beauty counter in a retail
LO2
environment
Be able to use the record card system to recognise opportunities for increasing
LO3
sales at a beauty counter in a retail environment
Overall unit progress
Unit 52: Give customers a positive impression of yourself and your organisation Unit Selection
Group B Optional Unit
LO1 Establish rapport with customers
LO2 Respond appropriately to customers
LO3 Communicate information to customers
Understand how to give customers a positive impression of themselves and the
LO4
organisation
Overall unit progress
Unit 53: Protect own and others’ health and safety when working in a retail
Unit Selection
environment
Group B Optional Unit
LO1 Understand how to promote health and safety in own workplace
LO2 Understand own role in protecting own and others’ health and safety
Group B Optional
LO3 Be able to deal with accidents and emergencies in a retail environment
Be able to protect own and others’ health and safety during day-to-day work
LO4
activities
Overall unit progress
Group B Optional Unit
Unit 54: Reduce security risks in a retail environment Unit Selection
LO1 Know about security risks that can arise in a retail environment
LO2 Be able to reduce security risks in a retail environment
Overall unit progress
Unit 55: Prepare newspapers and magazines for return to merchandisers Unit Selection
Be able to plan own work to prepare newspapers and magazines for return to
Group B Optional Unit
LO1
merchandisers
Be able to gather together newspapers and magazines for return to
LO2
merchandisers
Be able to prepare batches of newspapers and magazines for return to
LO3
merchandisers
Be able to complete the administration associated with magazine and newspaper
LO4
returns
Overall unit progress
Unit 56: Check the accuracy of records of hours worked by staff in a retail
Unit Selection
environment
Understand the importance of maintaining accurate records of the hours worked
Group B Optional Unit
LO1
by staff in a retail environment
Understand the level of service that needs to be provided to colleagues in
LO2
relation to records of the number of hours they have worked
Be able to check the accuracy of records of hours worked by staff in a retail
LO3
environment
Be able to provide information about the number of hours worked by staff in a
LO4
retail environment
Overall unit progress
Group C1 Optional Unit
Unit 57: Sort donated goods for resale or recycling in a retail environment Unit Selection
LO1 Know how to sort donated goods safely
LO2 Be able to sort donated goods for selling or recycling
Overall unit progress
Group C1 Optional Unit Unit 58: Maintain food safety while working with food in a retail environment Unit Selection
Know how own personal hygiene and behaviour contribute to food safety in a
LO1
retail environment
Know how to deal with indicators of potential food safety hazards in a retail
LO2
environment
Be able to keep self and clothes clean while working with food in a retail
LO3
environment
Be able to deal with indicators of potential food safety hazards in a retail
LO4
environment
Overall unit progress
Unit 59: Load orders for despatch from a retail store to customers Unit Selection
Group C1 Optional Unit
LO1 Know why it is important to work safely in the loading area
LO2 Know how own working practices contribute to an efficient delivery service
LO3 Be able to keep loading facilities and equipment in a usable condition
LO4 Be able to ensure that orders are ready for loading
LO5 Be able to load orders into delivery vehicles
Overall unit progress
Unit 60: Provide a counter and takeaway service Unit Selection
Group C1 Optional Unit
LO1 Be able to serve customers at the counter
LO2 Know how to serve customers at the counter
LO3 Be able to maintain counter and service areas
LO4 Know how to maintain counter and service areas
Overall unit progress
Unit 61: Contribute to monitoring and maintaining ease of shopping in a retail
Group C1 Optional Unit
Unit Selection
sales area
LO1 Know how the layout and appearance of the sales floor influences sales
LO2 Be able to maintain own area of the sales floor during trading hours
Be able to report problems that could have a negative effect on the customer
LO3
experience
Overall unit progress
Unit 62: Audit stock levels and stock inventories in a retail environment
Group C2 Optional Unit
Unit Selection
LO1 Be able to implement a stock audit in a retail environment
Group C2 Optional Un
Be able to use the findings of an audit to identify and resolve problems with stock
LO2
levels and stock inventories
LO3 Be able to communicate the results of an audit
Overall unit progress
Group C2 Optional Unit
Unit 63: Manage staff to receive goods in a retail environment Unit Selection
Be able to manage staff to receive and check incoming deliveries of goods in a
LO1
retail environment
Overall unit progress
Unit 64: Organise and monitor the storage of stock in a retail environment Unit Selection
Group C2 Optional Unit
LO1 Understand the causes and prevention of stock loss within storage systems
LO2 Understand the legal and organisational requirements for storing stock
LO3 Be able to organise the use of storage facilities in a retail environment
LO4 Be able to monitor the storage and care of stock in a retail environment
Overall unit progress
Unit 65: Maintain the availability of goods on display in a retail environment to
Unit Selection
promote sales
Group C2 Optional Unit
LO1 Understand how the display of goods can promote sales
LO2 Understand legal and organisational requirements for displaying goods
LO3 Be able to organise staff to display goods for retail sale
LO4 Be able to evaluate the effectiveness of displays
LO5 Be able to maintain the required quantity and quality of goods on display
Overall unit progress
Group C2 Optional Unit
Unit 66: Manage the payment transaction process in a retail environment Unit Selection
LO1 Be able to monitor payment transaction processing in a retail environment
LO2 Be able to manage the operation of payment points in a retail environment
Overall unit progress
Unit 67: Choose merchandise to feature in visual merchandising displays Unit Selection
p C2 Optional Unit
Group C2 Optional Unit
Understand the purpose of featuring merchandise in visual merchandising
LO1
displays
LO2 Be able to evaluate merchandise for its display potential
Be able to liaise with decision makers concerning the merchandise to be featured
LO3
in a display
Overall unit progress
Unit 68: Manage the use of signage and graphics in visual merchandising
Unit Selection
displays
LO1 Understand how signage and graphics are used in visual merchandising displays
Understand the importance of complying with legal requirements relating to the
LO2
use of signage and graphics in visual merchandising
Group C2 Optional Unit
Understand the importance of monitoring the use of signage and graphics in
LO3
visual merchandising displays
Be able to assess the signage and graphics needed for visual merchandising
LO4
displays
Be able to source the signage and graphics needed for visual merchandising
LO5
displays
Be able to co-ordinate the use of signage and graphics in visual merchandising
LO6
displays
Be able to monitor the use of signage and graphics in visual merchandising
LO7
displays
Overall unit progress
Unit 69: Evaluate the effectiveness of visual merchandising displays Unit Selection
Group C2 Optional Unit
Understand the types of evidence used to evaluate the effectiveness of visual
LO1
merchandising displays
Be able to gather information about customers’ responses to visual
LO2
merchandising displays
Be able to analyse information from customers’ responses to evaluate the
LO3
effectiveness of visual merchandising displays
Overall unit progress
Unit 70: Contribute to improving a retail organisation's visual merchandising
Unit Selection
policy
Group C2 Optional Unit
Understand how visual merchandising and visual design can benefit an
LO1
organisation
LO2 Be able to evaluate the organisation’s approach to visual design
LO3 Be able to recommend new ideas for the organisation’s visual design
Be able to support staff putting the organisation’s visual design policy into
LO4
practice
Overall unit progress
Unit 71: Help customers to choose specialist products in a retail environment Unit Selection
Understand commercial awareness in relation to the organisation, its target
Group C2 Optional Unit
LO1
market and product offer
LO2 Understand the specialist products within own area of responsibility
LO3 Be able to initiate and develop a rapport with customers
LO4 Be able to match specialist products to individual customer requirements
Be able to maintain own product knowledge and expertise in relation to specialist
LO5
products
Overall unit progress
Unit 72: Produce staffing schedules to help a retail team to achieve its targets Unit Selection
Group C2 Optional Unit
Understand the uses of and constraints upon the staffing schedules for a retail
LO1
team
LO2 Be able to produce staffing schedules for a retail team
Be able to adjust staffing schedules to take account of changing operational
LO3
needs and constraints
Overall unit progress
Group C2 Optional Unit
Unit 73: Monitor and support secure payment point use during trading hours Unit Selection
LO1 Understand the data security risks associated with payment point use
LO2 Be able to monitor and support secure payment point use during trading hours
Overall unit progress
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Level 2 Diploma in Health and Social Care
Learner Progress Tracker
Learner: Name 16
Group A Mandatory Unit
Unit 1: Work effectively in a retail team Unit Selection
Understand how to recognise discrimination, bullying and harassment in own
LO1
workplace
LO2 Be able to work effectively in a retail team Mandatory Unit
LO3 Be able to improve own work performance in a retail team
Overall unit progress
Unit 2: Receive goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of preparing for expected deliveries
LO2 Understand own responsibility for handling goods and materials
LO3 Be able to prepare to receive deliveries in a retail environment
LO4 Be able to receive deliveries into storage in a retail environment
Overall unit progress
Unit 3: Place goods and materials into storage in a retail environment Unit Selection
Group B Optional Unit
Understand the requirements for storing goods and materials in a retail
LO1
environment
LO2 Know procedures for resolving problems with storage facilities and equipment
LO3 Be able to place goods and materials into storage in a retail environment
Overall unit progress
Unit 4: Keep stock on sale at required levels in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the relationship between stock levels and demand for stock
LO2 Understand the relationship between stock levels and the quality of stock on sale
LO3 Be able to check the level of stock on sale in a retail environment
LO4 Be able to replenish stock on sale in a retail environment
Overall unit progress
Unit 5: Process customer orders for goods in a retail environment Unit Selection
Understand the importance of customer service in relation to processing
LO1
roup B Optional Unit
customers’ orders
Group B Optional Unit
Understand the correct use of customer information in relation to processing
LO2
customers’ orders
LO3 Be able to find out what customers want to order
LO4 Be able to check the availability of the goods customers want to order
LO5 Be able to process orders for customers
Overall unit progress
Unit 6: Process returned goods in a retail environment Unit Selection
Group B Optional Unit
LO1 Know about rights and responsibilities in relation to returned goods
LO2 Understand the importance of stock control systems
LO3 Be able to help retail customers who need to return goods
LO4 Be able to process returned goods
Overall unit progress
Group B Optional Unit
Unit 7: Assemble products for display in a retail environment Unit Selection
LO1 Be able to assemble products for display in a retail environment
Overall unit progress
Unit 8: Hand-process fish in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand safe working practices in relation to hand-processing fish
Understand the relationship between the anatomy of fish and the way fish are
LO2
hand-processed
LO3 Be able to hand process fish
LO4 Be able to maintain own work area in a condition fit for hand-processing fish
Overall unit progress
Group B Optional Unit
Unit 9: Process greengrocery products for sale in a retail environment Unit Selection
LO1 Be able to prepare greengrocery products for sale
LO2 Be able to replenish displays of greengrocery products
LO3 Be able to maintain the quality of greengrocery products on display
Overall unit progress
Unit 10: Finish meat products by hand in a retail environment Unit Selection
p B Optional Unit
Group B Optional Unit
Be able to check the suitability of meat products for finishing in a retail
LO1
environment
Be able to organise own work area and equipment for finishing meat products in
LO2
a retail environment
LO3 Be able to achieve meat product yield and finish in a retail environment
Overall unit progress
Unit 11: Organise own work to meet a dough production schedule in a retail
Unit Selection
environment
Group B Optional Unit
Understand the importance of maintaining health and safety and food safety
LO1
during dough production
Understand why efficient and effective dough production is important to the
LO2
organisation and its customers
Be able to organise own work to meet a dough production schedule in a retail
LO3
environment
Overall unit progress
Group B Optional Unit
Unit 12: Select, weigh and measure bakery ingredients Unit Selection
LO1 Check quantities of ingredients
LO2 Select ingredients
LO3 Weigh and measure ingredients
Overall unit progress
Group B Optional Unit
Unit 13: Hand-divide, mould and shape fermented dough Unit Selection
LO1 Hand-divide fermented dough to specifications and instructions
LO2 Hand-mould and shape fermented dough
Overall unit progress
Unit 14: Maintain food safety while working with food in a retail environment Unit Selection
Group B Optional Unit
LO1 Know how food in a retail environment can become unsafe for consumers
Know the routine working practices that contribute to food safety in a retail
LO2
environment
LO3 Be able to maintain own work area in a safe condition for working with food
LO4 Be able to work with food in a way that keeps it safe for customers
LO5 Be able to record the condition of food
Overall unit progress
Group B Optional Unit Unit 15: Pick products in a retail environment to fulfil customer orders Unit Selection
LO1 Be able to organise own work to pick orders within a retail environment
LO2 Be able to pick products in a retail environment to meet customer requirements
Be able to prepare picked orders for collection or despatch from a retail
LO3
environment
Overall unit progress
Unit 16: Check stock levels and sort out problems with stock levels in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the purpose of checking stock levels in a retail environment
LO2 Be able to check stock levels in a retail environment as instructed
Be able to deal with or report stock-related problems that arise when checking
LO3
stock levels in a retail environment
Overall unit progress
Unit 17: Maintain moisture levels for crops or plants Unit Selection
LO1 Know why it is important to maintain moisture for crops and plants
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to select, use and maintain equipment
LO5 Be able to maintain moisture levels for crops and plants
LO6 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 18: Provide nutrients to crops or plants Unit Selection
LO1 Know how nutrient requirements vary and their method of application
Group B Optional Unit
LO2 Know the types of equipment required and how to maintain them
LO3 Know the current health and safety legislation and environmental good practice
LO4 Be able to provide nutrients to plants or crops
LO5 Be able to work safely and minimise environmental damage
LO6 Be able to select use and maintain equipment
Overall unit progress
Unit 19: Remove unwanted plant growth to maintain development Unit Selection
LO1 Know the different types of unwanted plant growth
LO2 Know how to maintain plant development
Group B Optional Unit
LO3 Know the types of equipment required and how to maintain them
LO4 Know the current health and safety legislation and environmental good practice
LO5 Be able to select, use and maintain equipment
LO6 Be able to identify unwanted plant growth
LO7 Be able to remove unwanted plant growth
LO8 Be able to work safely and minimise environmental damage
Overall unit progress
Unit 20: Identify and report the presence of pests, diseases and disorders Unit Selection
Group B Optional Unit
LO1 Identify and report the presence of pests, diseases and disorders
LO2 Be able to work safely and minimise environmental damage
LO3 Know how to identify and report the presence of pests, diseases and disorders
LO4 Know relevant health and safety legislation and environmental good practice
Overall unit progress
Unit 21: Finish bake-off food products in a retail environment Unit Selection
Group B Optional Unit
Understand the baking and cooling processes that apply to bake-off food
LO1
products
LO2 Know the legal and organisational requirements that apply to bake-off products
LO3 Be able to finish the baking process of bake-off products in a retail environment
Overall unit progress
Group B Optional Unit
Unit 22: Glaze, coat or decorate bake-off products for sale in a retail environment Unit Selection
Know the legal and organisational requirements that apply when glazing, coating
LO1
and decorating bake-off products in a retail environment
LO2 Be able to glaze, coat and decorate bake-off products in a retail environment
Overall unit progress
Unit 23: Display stock to promote sales to customers in a retail environment Unit Selection
Understand the importance of checking for potential health and safety issues
LO1
before setting up and dismantling displays
LO2 Understand how displays help to promote sales
Group B Optional Unit
LO3 Know about legal requirements for labelling products in a display
Be able to establish the availability of space and other resources needed for a
LO4
display
LO5 Be able to prepare a display area for use in a retail environment
LO6 Be able to set up a display in a retail environment
LO7 Be able to label a display of stock in a retail environment
LO8 Be able to dismantle a display in a retail environment
Overall unit progress
Unit 24: Help customers to choose products in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand the importance of focusing on the individual customer’s requirements
LO2 Know how sales are confirmed with the customer and closed
LO3 Be able to find out what products customers may be interested in buying
LO4 Be able to help customers to choose the products that best meet their needs
LO5 Be able to close sales
Overall unit progress
Group B Optional Unit
Unit 25: Carry out promotional campaigns in a retail environment Unit Selection
LO1 Understand opportunities to promote particular products
LO2 Be able to promote products to customers as part of a promotional campaign
LO3 Be able to contribute to the evaluation of a promotional campaign
Overall unit progress
Unit 26: Deal with customer queries and complaints in a retail environment Unit Selection
Group B Optional Unit
Understand how resolving customer queries and complaints contributes to
LO1
customer loyalty and confidence
Understand how to manage angry customers when dealing with customer
LO2
queries and complaints in a retail environment
LO3 Be able to deal with customers’ queries in a retail environment
LO4 Be able to deal with customers’ complaints in a retail environment
Group
Overall unit progress
Unit 27: Demonstrate products to customers in a retail environment Unit Selection
Group B Optional Unit
LO1 Understand how product demonstrations can help to increase sales
Be able to make the preparations needed to ensure a safe and efficient product
LO2
demonstration
Be able to communicate to customers the features and benefits of the products
LO3
being demonstrated
LO4 Be able to tidy the demonstration area when a product demonstration is finished
Overall unit progress
Group B Optional Unit
Unit 28: Process payments for purchases in a retail environment Unit Selection
Understand legal and organisational requirements for processing payments in a
LO1
retail environment
LO2 Be able to process payments for purchases in a retail environment
Overall unit progress
Unit 29: Process applications for credit agreements offered in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Understand the legal aspects of offering credit agreements
LO2 Understand legal aspects of processing credit agreement applications
Be able to process applications for credit agreements offered in a retail
LO3
environment
Overall unit progress
Unit 30: Promote loyalty schemes to customers in a retail environment Unit Selection
Group B Optional Unit
Understand the benefits to the organisation of signing customers up to the
LO1
organisation’s loyalty scheme
Understand the importance of giving customers a good impression when
LO2
promoting the organisation’s loyalty scheme
Be able to communicate to customers the features and benefits of the
LO3
organisation’s loyalty scheme
LO4 Be able to gain customers’ commitment to the organisation’s loyalty scheme
Overall unit progress
Unit 31: Provide a bra fitting service in a retail environment Unit Selection
LO1 Understand what a bra fitting session involves
B Optional Unit
Group B Optional Unit
LO2 Know the features and benefits of different types of bra
LO3 Understand how to prolong the life of a bra
LO4 Know the arrangements for obtaining bras both in and out of stock
LO5 Know how to fit customers for bras
LO6 Be able to find potential customers for the bra fitting service
LO7 Be able to fit customer for bras
Overall unit progress
Unit 32: Follow guidelines for planning and preparing visual merchandising
Unit Selection
displays
LO1 Understand the importance of visual merchandising displays and design briefs
Group B Optional Unit
Understand the selection of approaches and effects in visual merchandising
LO2
displays
Understand the sourcing of merchandise and props to be featured in visual
LO3
merchandising displays
LO4 Be able to plan visual merchandising displays to fulfil a design brief
Be able to source merchandise and props to be featured in visual merchandising
LO5
displays
Overall unit progress
Unit 33: Dress visual merchandising displays to attract customers Unit Selection
Group B Optional Unit
LO1 Understand the purpose of visual merchandising displays
LO2 Understand how visual merchandising displays achieve their intended purposes
LO3 Be able to dress in-store displays and window displays
Overall unit progress
Unit 34: Order and position signage and graphics for visual merchandising
Group B Optional Unit
Unit Selection
displays
LO1 Understand the role of signage and graphics within visual merchandising
LO2 Be able to source signage and graphics to meet visual merchandising needs
LO3 Be able to position signage and graphics to support visual merchandising
Overall unit progress
Unit 35: Dismantle and store props and graphics from visual merchandising
Unit Selection
Group B Optional Unit
displays
Understand the importance of storing props and graphics for future use in visual
LO1
merchandising displays
Group B Optional Un
LO2 Be able to dismantle visual merchandising displays
Be able to store props and graphics from dismantled visual merchandising
LO3
displays
Overall unit progress
Unit 36: Make props and decorate fixtures and panels for visual merchandising
Unit Selection
displays
Group B Optional Unit
LO1 Understand the purpose of props within visual merchandising displays
LO2 Be able to specify requirements for visual merchandising props
LO3 Be able to make props for use in visual merchandising displays
LO4 Be able to decorate fixtures and panels for visual merchandising displays
Overall unit progress
Unit 37: Assemble visual merchandising displays Unit Selection
Group B Optional Unit
LO1 Understand the purpose of layout design
LO2 Know how to interpret instructions for assembling visual merchandising displays
LO3 Be able to assemble visual merchandising displays
Overall unit progress
Unit 38: Follow point-of-sale procedures for age-restricted products in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Know about legislation relating to the retail sale of age-restricted products
Understand the importance of maintaining customer goodwill when requesting
LO2
proof of age
Be able to follow point-of-sale procedures for age-restricted products in a retail
LO3
environment
Overall unit progress
Unit 39: Provide National Lottery products to customers Unit Selection
Group B Optional Unit
LO1 Understand how the National Lottery operates
LO2 Be able to use the service terminal
LO3 Be able to communicate with customers concerning National Lottery products
LO4 Be able to process National Lottery prize payouts
Overall unit progress
p B Optional Unit
Unit 40: Advise customers on the fixing and care of tiles Unit Selection
Group B Optional Unit
LO1 Be able to establish customer requirements for fixing tiles
LO2 Be able to explain to customers how to fix tiles
LO3 Be able to recommend additional products to customers
Overall unit progress
Group B Optional Unit
Unit 41: Cash up in a retail environment Unit Selection
LO1 Be able to cash up accurately in a retail environment
Overall unit progress
Group B Optional Unit
Unit 42: Promote a retail store’s credit card to customers in a retail environment Unit Selection
Understand the importance of promoting a retail store’s credit card to both
LO1
potential and existing holders of the card
LO2 Be able to promote a retail store’s credit card to customers in a retail environment
Overall unit progress
Unit 43: Provide service to customers in a dressing room in a retail environment Unit Selection
Be able to use the dressing room facilities in a retail environment to create sales
Group B Optional Unit
LO1
opportunities
Be able to take measures to minimise stock loss while serving customers in a
LO2
dressing room in a retail environment
Be able to keep dressing room facilities in a retail environment ready for
LO3
customer use
Be able to process unsold merchandise in a dressing room in a retail
LO4
environment
Overall unit progress
Unit 44: Promote food or drink products by offering samples to customers Unit Selection
Group B Optional Unit
Understand the business reasons for offering samples of food or drink to
LO1
customers
LO2 Be able to set up attractive and hygienic displays of food or drink samples
LO3 Be able to interact with customers at a display of food or drink samples
LO4 Be able to dispose of food or drink samples in line with organisational procedures
Overall unit progress
Unit 45: Deliver goods from a retail environment to the customer’s delivery
Unit Selection
Group B Optional Unit address
Understand the role of the delivery person in promoting a positive impression of
LO1
the retail organisation
Be able to prepare to deliver goods from a retail environment to customers’
LO2
delivery addresses
Be able to convey goods from a retail environment to customers’ delivery
LO3
addresses
LO4 Be able to complete deliveries of goods at customers’ delivery addresses
Overall unit progress
Unit 46: Help customers to apply for a retail store’s credit card and associated
Unit Selection
insurance products
Understand the legal requirements relating to informing customers about
LO1
insurance products associated with a retail store’s credit card
Group B Optional Unit
Understand the importance of helping customers to understand the implications
LO2
of applying for a retail store’s credit card and associated insurance products
Understand the legal requirements relating to helping customers to apply for the
LO3
store’s credit card and associated insurance products
Be able to offer customers insurance products associated with the store’s credit
LO4
card
Be able to help customers to apply for a retail store’s credit card and associated
LO5
insurance products
Overall unit progress
Group B Optional Unit
Unit 47: Help customers to choose delicatessen products in a retail environment Unit Selection
LO1 Be able to find out what customers are looking for at the delicatessen counter
LO2 Be able to suggest delicatessen products that meet customer needs
Overall unit progress
Unit 48: Portion delicatessen products to meet customer requirements in a retail
Unit Selection
Group B Optional Unit
environment
LO1 Be able to cut and weigh delicatessen products to meet customer requirements
LO2 Be able to wrap or package portioned delicatessen products for customers
LO3 Be able to maintain the display of a delicatessen counter
Overall unit progress
Unit 49: Merchandise plants and other relevant products Unit Selection
roup B Optional Unit
LO1 Know how to merchandise plants and other products
Group B Optional Unit
LO2 Be able to merchandise plants and other products
LO3 Know how to maintain the condition of plants for sale
LO4 Be able to maintain plants ready for use
Overall unit progress
Unit 50: Demonstrate make-up and skincare products to customers at a beauty
Unit Selection
counter in a retail environment
Understand the commercial value of demonstrating make-up and skincare
LO1
Group B Optional Unit
products
LO2 Understand the elements of a demonstration of make-up and skincare products
Be able to prepare to demonstrate make-up and skincare products to customers
LO3
at a beauty counter in a retail environment
Be able to apply make-up or skincare products to customers as part of a
LO4
demonstration
LO5 Be able to conclude a demonstration of make-up or skincare products
Overall unit progress
Unit 51: Operate a customer record card system on a beauty counter in a retail
Unit Selection
environment
Group B Optional Unit
Understand how to maintain the customer record card system in a retail
LO1
environment
Be able to set up record cards for customers at a beauty counter in a retail
LO2
environment
Be able to use the record card system to recognise opportunities for increasing
LO3
sales at a beauty counter in a retail environment
Overall unit progress
Unit 52: Give customers a positive impression of yourself and your organisation Unit Selection
Group B Optional Unit
LO1 Establish rapport with customers
LO2 Respond appropriately to customers
LO3 Communicate information to customers
Understand how to give customers a positive impression of themselves and the
LO4
organisation
Overall unit progress
Unit 53: Protect own and others’ health and safety when working in a retail
Unit Selection
environment
Group B Optional Unit
LO1 Understand how to promote health and safety in own workplace
LO2 Understand own role in protecting own and others’ health and safety
Group B Optional
LO3 Be able to deal with accidents and emergencies in a retail environment
Be able to protect own and others’ health and safety during day-to-day work
LO4
activities
Overall unit progress
Group B Optional Unit
Unit 54: Reduce security risks in a retail environment Unit Selection
LO1 Know about security risks that can arise in a retail environment
LO2 Be able to reduce security risks in a retail environment
Overall unit progress
Unit 55: Prepare newspapers and magazines for return to merchandisers Unit Selection
Be able to plan own work to prepare newspapers and magazines for return to
Group B Optional Unit
LO1
merchandisers
Be able to gather together newspapers and magazines for return to
LO2
merchandisers
Be able to prepare batches of newspapers and magazines for return to
LO3
merchandisers
Be able to complete the administration associated with magazine and newspaper
LO4
returns
Overall unit progress
Unit 56: Check the accuracy of records of hours worked by staff in a retail
Unit Selection
environment
Understand the importance of maintaining accurate records of the hours worked
Group B Optional Unit
LO1
by staff in a retail environment
Understand the level of service that needs to be provided to colleagues in
LO2
relation to records of the number of hours they have worked
Be able to check the accuracy of records of hours worked by staff in a retail
LO3
environment
Be able to provide information about the number of hours worked by staff in a
LO4
retail environment
Overall unit progress
Group C1 Optional Unit
Unit 57: Sort donated goods for resale or recycling in a retail environment Unit Selection
LO1 Know how to sort donated goods safely
LO2 Be able to sort donated goods for selling or recycling
Overall unit progress
Group C1 Optional Unit Unit 58: Maintain food safety while working with food in a retail environment Unit Selection
Know how own personal hygiene and behaviour contribute to food safety in a
LO1
retail environment
Know how to deal with indicators of potential food safety hazards in a retail
LO2
environment
Be able to keep self and clothes clean while working with food in a retail
LO3
environment
Be able to deal with indicators of potential food safety hazards in a retail
LO4
environment
Overall unit progress
Unit 59: Load orders for despatch from a retail store to customers Unit Selection
Group C1 Optional Unit
LO1 Know why it is important to work safely in the loading area
LO2 Know how own working practices contribute to an efficient delivery service
LO3 Be able to keep loading facilities and equipment in a usable condition
LO4 Be able to ensure that orders are ready for loading
LO5 Be able to load orders into delivery vehicles
Overall unit progress
Unit 60: Provide a counter and takeaway service Unit Selection
Group C1 Optional Unit
LO1 Be able to serve customers at the counter
LO2 Know how to serve customers at the counter
LO3 Be able to maintain counter and service areas
LO4 Know how to maintain counter and service areas
Overall unit progress
Unit 61: Contribute to monitoring and maintaining ease of shopping in a retail
Group C1 Optional Unit
Unit Selection
sales area
LO1 Know how the layout and appearance of the sales floor influences sales
LO2 Be able to maintain own area of the sales floor during trading hours
Be able to report problems that could have a negative effect on the customer
LO3
experience
Overall unit progress
Unit 62: Audit stock levels and stock inventories in a retail environment
Group C2 Optional Unit
Unit Selection
LO1 Be able to implement a stock audit in a retail environment
Group C2 Optional Un
Be able to use the findings of an audit to identify and resolve problems with stock
LO2
levels and stock inventories
LO3 Be able to communicate the results of an audit
Overall unit progress
Group C2 Optional Unit
Unit 63: Manage staff to receive goods in a retail environment Unit Selection
Be able to manage staff to receive and check incoming deliveries of goods in a
LO1
retail environment
Overall unit progress
Unit 64: Organise and monitor the storage of stock in a retail environment Unit Selection
Group C2 Optional Unit
LO1 Understand the causes and prevention of stock loss within storage systems
LO2 Understand the legal and organisational requirements for storing stock
LO3 Be able to organise the use of storage facilities in a retail environment
LO4 Be able to monitor the storage and care of stock in a retail environment
Overall unit progress
Unit 65: Maintain the availability of goods on display in a retail environment to
Unit Selection
promote sales
Group C2 Optional Unit
LO1 Understand how the display of goods can promote sales
LO2 Understand legal and organisational requirements for displaying goods
LO3 Be able to organise staff to display goods for retail sale
LO4 Be able to evaluate the effectiveness of displays
LO5 Be able to maintain the required quantity and quality of goods on display
Overall unit progress
Group C2 Optional Unit
Unit 66: Manage the payment transaction process in a retail environment Unit Selection
LO1 Be able to monitor payment transaction processing in a retail environment
LO2 Be able to manage the operation of payment points in a retail environment
Overall unit progress
Unit 67: Choose merchandise to feature in visual merchandising displays Unit Selection
p C2 Optional Unit
Group C2 Optional Unit
Understand the purpose of featuring merchandise in visual merchandising
LO1
displays
LO2 Be able to evaluate merchandise for its display potential
Be able to liaise with decision makers concerning the merchandise to be featured
LO3
in a display
Overall unit progress
Unit 68: Manage the use of signage and graphics in visual merchandising
Unit Selection
displays
LO1 Understand how signage and graphics are used in visual merchandising displays
Understand the importance of complying with legal requirements relating to the
LO2
use of signage and graphics in visual merchandising
Group C2 Optional Unit
Understand the importance of monitoring the use of signage and graphics in
LO3
visual merchandising displays
Be able to assess the signage and graphics needed for visual merchandising
LO4
displays
Be able to source the signage and graphics needed for visual merchandising
LO5
displays
Be able to co-ordinate the use of signage and graphics in visual merchandising
LO6
displays
Be able to monitor the use of signage and graphics in visual merchandising
LO7
displays
Overall unit progress
Unit 69: Evaluate the effectiveness of visual merchandising displays Unit Selection
Group C2 Optional Unit
Understand the types of evidence used to evaluate the effectiveness of visual
LO1
merchandising displays
Be able to gather information about customers’ responses to visual
LO2
merchandising displays
Be able to analyse information from customers’ responses to evaluate the
LO3
effectiveness of visual merchandising displays
Overall unit progress
Unit 70: Contribute to improving a retail organisation's visual merchandising
Unit Selection
policy
Group C2 Optional Unit
Understand how visual merchandising and visual design can benefit an
LO1
organisation
LO2 Be able to evaluate the organisation’s approach to visual design
LO3 Be able to recommend new ideas for the organisation’s visual design
Be able to support staff putting the organisation’s visual design policy into
LO4
practice
Overall unit progress
Unit 71: Help customers to choose specialist products in a retail environment Unit Selection
Understand commercial awareness in relation to the organisation, its target
Group C2 Optional Unit
LO1
market and product offer
LO2 Understand the specialist products within ow