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Employee Handbook Retail by zqi69362

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Employee Handbook Retail document sample

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									VOCATIONAL EDUCATION
    AND TRAINING




          RETAIL
        OPERATIONS
                        PHASE A

     DESIGNING A STORE HANDBOOK

STUDENT NAME: _______________________________________________
                ASSESSMENT TASK BRIEF
During your work placement collect as much information, promotional
brochures, training information, policies and other documents that the
work place permits. This Integrated Competency Assessment Task
aims to show your understanding of the Retail Industry through your
interpretation of store documentation, experience and observations.

The task may be undertaken in one of the following alternatives:

     1) Relate all sections of the competency specifically to your work
        placement so that you develop a portfolio / handbook of the
        work place for someone who may not be familiar with the
        establishment.

or

     2) Using the knowledge and skills that you have developed during
        the course and whilst on work placement, create a profile for a
        store concept that you design. The Document may be used as
        a Staff Handbook, with an opportunity to add information in the
        future. Likewise this document may be used as a promotional
        tool for future interviews in the retail industry.


The evidence for assessment in this task is both Direct and
Supplementary. It covers a variety of competencies across Phase A
of the Retail Curriculum Framework.

The final copy should be produced using a Computer.

This booklet should be used for recording your observations and
drafting answers for this brief (prior to preparing your final copy).
       STAFF HANDBOOK – RETAIL PROFILE

THE RETAIL ENTERPRISE

Name of the Retail Establishment:

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Identify the scale and ownership of the establishment

        Sole Trader
        Partnership
        Private Company
        Public Company
        Co-operative
        Public Authority


Explain your understanding of the store’s type of ownership

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       STAFF HANDBOOK – RETAIL PROFILE

THE RETAIL ENTERPRISE

Explain how the retail enterprise may be described in terms of
CONTROL and FUNCTION.

(ie: Franchise, Chain Store, Small Business, Consumer Co-operative,
or Wholesale)

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Is this store part of a:

Major Retail Shopping Centre                       …………

Ribbon Development                   ………..

Scattered Random Retail Pattern                         ……….


How important is the location of the store to the level of success it
has?

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       STAFF HANDBOOK – RETAIL PROFILE

THE RETAIL ENTERPRISE IN TERMS OF DISTRIBUTION


Classify the store in terms of the method of distribution used. (eg.
Supermarket, Speciality Store, …)
Explain the special features in this type of store.

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Using a flow diagram, show the method used for the distribution of
goods.




                                                  RETAILER




What methods of shopping are customers able to use to purchase
goods from this store?

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       STAFF HANDBOOK – RETAIL PROFILE

THE RETAIL ENTERPRISE IN TERMS OF DISTRIBUTION


How does this store impact on society and the environment? Briefly
comment on each of the following:
  Pollution
  Transport
  Employment patterns
  Accessibility
  Congestion impacts

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       STAFF HANDBOOK – RETAIL PROFILE

EMPLOYEE CAREER PATHS AND EXPECTATIONS


What are 5 basic responsibilities of an employee in the work place:

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What appearance and behavioural standards should be followed in
this establishment?

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Why are these important to the overall image of the store, and how
do they affect customer service?

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    STAFF HANDBOOK – RETAIL PROFILE

EMPLOYEE CAREER PATH AND EXPECTATIONS


Map out a career path that may be pursued by any competent
member of staff.


                   FORMAL EDUCATION



                 ENTRY LEVEL WORKER
       STAFF HANDBOOK – RETAIL PROFILE

EMPLOYEE CAREER PATHS AND EXPECTATIONS


Write a store policy, which includes a procedure that could be
followed for a new staff member when making contact with a
customer in person or on the telephone. Collect documentation on
two of the following, and make a one-page point form pamphlet to
issue to your staff:

    External and internal customer contact
    Hygiene and self-presentation
    Code of conduct
    Duties and responsibilities of staff

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       STAFF HANDBOOK – RETAIL PROFILE

EMPLOYEE CAREER PATHS AND EXPECTATIONS


List other types of documentation that an employee may encounter in
a retail store.

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Select one, and identify it’s purpose and the information that is found
on it. Explain what the information is for, and explain the circulation
of this document within the organisation. Identify if it is an Internal or
External document.

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Describe some of the positive and negative aspects of working in a
team.

         POSITIVE ASPECTS                                       NEGATIVE ASPECTS
       STAFF HANDBOOK – RETAIL PROFILE

EMPLOYEE CAREER PATHS AND EXPECTATIONS


Does working with other people ever create conflict in the work
place? Explain your answer, using specific examples.

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Explain Anti-Discrimination.

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    STAFF HANDBOOK – RETAIL PROFILE

RETAIL EQUIPMENT AND HOUSEKEEPING

 Cash register, EFTPOS
 Electronic scales / weighing machine
 Scanner / electronic bar coding, equipment calculators
 Dye tag removers
 Refrigeration or food storage equipment
 Pricing and security equipment
 Equipment for carrying or moving merchandise (eg trolleys, pallet
  jacks)
 Wrapping and packing of equipment.

Select ONE from the list of Retail Equipment above.
Complete the following table.

EQUIPMENT              CASH REGISTER
FUNCTION




TRAINING
REQUIRED




DEPARTMENT


SUGGESTED
MAINTENANCE
PROGRAM
    STAFF HANDBOOK – RETAIL PROFILE

RETAIL EQUIPMENT AND HOUSEKEEPING


Draw a store plan showing the different departments / sections in
your store. Write a detailed Opening Routine for your store staff to
follow each day. Include Housekeeping activities for counter, POS,
walkways and preparation area. Identify your expectations in regard
to safety, efficiency of staff.
       STAFF HANDBOOK – RETAIL PROFILE

RETAIL EQUIPMENT AND HOUSEKEEPING


Explain what you consider important in maintaining a clean, hygienic,
and safe work area.
Mention: Waste, Spills, Signage and Equipment

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    STAFF HANDBOOK – RETAIL PROFILE

SAFETY IN THE WORKPLACE


Draw diagrams to show the correct manual handling procedure.
       STAFF HANDBOOK – RETAIL PROFILE

SAFETY IN THE WORKPLACE


Refer to the store layout that you have already drawn.                                        Write an
emergency evaluation procedure for the store.

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Design two posters that could be displayed in the staff lunchroom to
promote:

    1) Occupational Health and Safety regulations, and
    2) Storage and handling of hazardous chemicals.

Include the appropriate information on symbols, protective gear,
disposal, …
   COMPETENCY ASSESSMENT SCHEDULE –
               PHASE A
STUDENT NAME: ____________________________________

   CODE                           UNIT OF COMPETENCY                                                       NYC            C
                            RET001 – Introduction to Retailing
RET001              Discuss the structure of the Retail Industry
RET002              Assess the Costs and Benefits of retailing for society
                    and the environment
RET003              Discuss retail industry career path options
                      WRRCS.1A – Communicate in the Workplace
CS.1.1              Establish contact with Customers
CS.1.2              Process Information
CS.1.3              Work in a Team
CS.1.5              Follow Routine Instructions
CS.1.6              Read and Interpret Retail Documentation
                         WRRCA.1A – Operate Retail Equipment
CA.1.2              Apply Keyboard Skills
                               WRRM.2A – Perform Routine
                                  Housekeeping Activities
M.2.1               Organise Work Area
M.2.2               Clean Work Area
                         WRRLP.1A – Apply Safe Work Practices
LP.1.1              Observe Basic Safety Procedures
LP.1.2              Observe Emergency Procedures

C – COMPETENT, NYC – NOT YET COMPETENT (STUDENT SHOULD RESUBMIT TASK WITH FURTHER WORK TO
BE ASSESSED AS COMPETENT)


ASSESSORS COMMENTS:
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TEACHER / TRAINING SIGNATURE                                                                                 DATE

								
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