Customer Service Framework Template by zfd16645

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									                                                                   RETAIL CURRICULUM FRAMEWORK
                                                         SKILL AREA - Knowledge and Skills to enter the Retail Industry
SCHOOL:                                                      HSC IND HRS               TEACHER/TRAINER:
HSC YEAR GROUP:                                                    20                  DATE:
                               UNIT                                                                          STUDENT NAME
  FIRST NAME




                                  RET001
  SURNAME




                       INTRODUCTION TO RETAILING




CODE                    ELEMENTS OF COMPETENCY                                   C=COMPETENT enter date, NYC=NOT YET COMPETENT enter NYC
               1 DISCUSS THE STRUCTURE OF THE RETAIL
                 INDUSTRY

               2 ASSESS THE COSTS AND BENEFITS OF
                 RETAILING ON SOCIETY AND THE
                 ENVIRONMENT
               3 DISCUSS RETAIL INDUSTRY CAREER PATH
                 OPTIONS

               4 SUGGEST TRAINING OPTIONS APPROPRIATE
                 TO THE PROPOSED INDUSTRY CAREER PATH.

               5 PREPARE DOCUMENTATION AND
                 PERSONAL PRESENTATIONTO ENTER INTO A
                 CAREER PATH




                                                                   RETAIL CURRICULUM FRAMEWORK
                                                                      SKILL AREA - Customer Service

SCHOOL:                                                      HSC IND HRS               TEACHER/TRAINER:
HSC YEAR GROUP:                                            35              DATE:
                                  UNIT                                                         STUDENT NAME
  FIRST NAME




                                   WRRCS1B
  SURNAME




                     COMMUNICATE IN THE WORKPLACE




CODE                    ELEMENTS OF COMPETENCY                        C=COMPETENT enter date, NYC=NOT YET COMPETENT enter NYC
               1 ESTABLISH CONTACT WITH CUSTOMERS



               2 PROCESS INFORMATION



               3 WORK IN A TEAM



               4 MAINTAIN PERSONAL PRESENTATION



               5 FOLLOW ROUTINE INSTRUCTIONS



               6 READ AND INTERPRET RETAIL DOCUMENTS



               7 USE NEMBERS IN THE WORKPLACE




                                                           RETAIL CURRICULUM FRAMEWORK
                                                             SKILL AREA - Employee Relations

SCHOOL:                                                HSC IND HRS         TEACHER/TRAINER:
HSC YEAR GROUP:                                            15              DATE:
                               UNIT                                                        STUDENT NAME
  FIRST NAME




                                   WRRER1B
  SURNAME




                     WORK EFECTIVELY IN THE RETAIL
                            ENVIRONMENT



CODE                    ELEMENTS OF COMPETENCY                      C=COMPETENT enter date, NYC=NOT YET COMPETENT enter NYC
               1 ACT RESPONSIBLY



               2 ACT IN A NON-DISCRIMINATORY MANNER



               3 IDENTIFY THE AWARD / AGREEMENT




                                                          RETAIL CURRICULUM FRAMEWORK
                                                             SKILL AREA -Loss Prevention

SCHOOL:                                               HSC IND HRS       Teacher
HSC YEAR GROUP:                                           15            DATE:
                               UNIT                                                        STUDENT NAME
  FIRST NAME




                                WRRLP1B
  SURNAME




                       APPLY SAFE WORK PRACTICES




CODE                   ELEMENTS OF COMPETENCY                    C=COMPETENT enter date, NYC=NOT YET COMPETENT enter NYC
               1 OBSERVE BASIC SAFETY PROCEDURES



               2 OBSERVE EMERGENCY PROCEDURES




                                                       RETAIL CURRICULUM FRAMEWORK
                                                           SKILL AREA - Merchandising

SCHOOL:                                            HSC IND HRS       TEACHER/TRAINER:
HSC YEAR GROUP:                                        15            DATE:
                              UNIT                                                      STUDENT NAME
  FIRST NAME




                                WRRM2B
  SURNAME




                    PERFORM ROUTINE HOUSEKEEPING
                             ACTIVITIES


CODE                   ELEMENTS OF COMPETENCY                      C=COMPETENT enter date, NYC=NOT YET COMPETENT enter NYC
               1 ORGANISE WORK AREA



               2 CLEAN WORK AREA




                                                       RETAIL CURRICULUM FRAMEWORK
                                                        SKILL AREA - Cerical Administration

SCHOOL:                                            HSC IND HRS          TEACHER/TRAINER:
HSC YEAR GROUP:                                        20               DATE:
                              UNIT                                                            STUDENT NAME
  FIRST NAME




                               WRRCA1B
 SURNAME




                   OPERATE RETAIL EQUIPMENT




CODE                ELEMENTS OF COMPETENCY    C=COMPETENT enter date, NYC=NOT YET COMPETENT enter NYC
           1 MAINTAIN RETAIL EQUIPMENT



           2 APPLY KEYBOARD SKILLS



           3 OPERATE DATA ENTRY EQUIPMENT
                                                           RETAIL CURRICULUM FRAMEWORK
                                                              SKILL AREA - Loss Prevention

SCHOOL:                                                     HSC IND HRS        TEACHER/TRAINER:
HSC YEAR GROUP:                                                 15             DATE:
                                        UNIT                                                   STUDENT NAME
  FIRST NAME




                                        WRRLP2AB
  SURNAME




                                      MINIMISE THEFT




CODE                              ELEMENTS OF COMPETENCY                   C=COMPETENT enter date, NYC=NOT YET COMPETENT enter NYC
               1 APPLY ROUTINE STORE SECURITY



               2 MINIMISE THEFT
                                                               RETAIL CURRICULUM FRAMEWORK
                                                                  SKILL AREA - Customer Service

SCHOOL:                                                         HSC IND HRS         TEACHER/TRAINER:
HSC YEAR GROUP:                                                     20              DATE:
                                     UNIT                                                          STUDENT NAME
  FIRST NAME




                                       WRRCS2B
  SURNAME




                     APPLY POINT OF SALE HANDLING PROCEDURES




CODE                         ELEMENTS OF COMPETENCY                            C=COMPETENT enter date, NYC=NOT YET COMPETENT enter NYC
               1 OPERATE POINT OF SALE EQUIPMENT



               2 PERFORM POINT OF SALE TRANSACTION



               3 COMPLETE SALE



               4 WRAP AND PACK GOODS
                                                            RETAIL CURRICULUM FRAMEWORK
                                                               SKILL AREA - Customer Service

SCHOOL:                                                      HSC IND HRS         TEACHER/TRAINER:
HSC YEAR GROUP:                                                  30              DATE:
                                     UNIT                                                       STUDENT NAME
  FIRST NAME




                                      WRRCS3B
  SURNAME




                             INTERACT WITH CUSTOMERS




CODE                         ELEMENTS OF COMPETENCY                         C=COMPETENT enter date, NYC=NOT YET COMPETENT enter NYC
               1 DELIVER SERVICE TO CUSTOMERS



               2 RESPOND TO CUSTOMER COMPLAINTS



               3 RECEIVE AND PROCESS SALES ORDERS



               4 IDENTIFY CUSTOMERS' SPECIAL REQUIREMENTS
                                                           RETAIL CURRICULUM FRAMEWORK
                                                                 SKILL AREA - Inventory

SCHOOL: A128                                                HSC IND HRS       TEACHER/TRAINER:
HSC YEAR GROUP:                                                 30            DATE:
                                      UNIT                                                    STUDENT NAME
  FIRST NAME




                                        WRRI1B
  SURNAME




                        PERFORM STOCK CONTROL PROCEDURES




CODE                            ELEMENTS OF COMPETENCY                    C=COMPETENT enter date, NYC=NOT YET COMPETENT enter NYC
               1 RECEIVE AND PROCESS INCOMING GOODS



               2 ROTATE STOCK



               3 PARTICIPATE IN STOCKTAKE



               4 REORDER STOCK



               5 DISPATCH GOODS
                                                          RETAIL CURRICULUM FRAMEWORK
                                                                 SKILL AREA - Finance

SCHOOL:                                                    HSC IND HRS       TEACHER/TRAINER:
HSC YEAR GROUP:                                                15            DATE:
                                   UNIT                                                      STUDENT NAME
  FIRST NAME




                                    WRRF1B
  SURNAME




                        BALANCE THE REGISTER / TERMINAL




CODE                        ELEMENTS OF COMPETENCY                       C=COMPETENT enter date, NYC=NOT YET COMPETENT enter NYC
F1.1           REMOVE TAKINGS FROM REGISTER/TERMINAL



F1.2           RECONCILE TAKINGS




                                                          RETAIL CURRICULUM FRAMEWORK
                                                                 SKILL AREA - Selling

SCHOOL:                                                    HSC IND HRS       TEACHER/TRAINER:
HSC YEAR GROUP:                                                 15           DATE:

                                   UNIT                                                      STUDENT NAME
 FIRST NAME


                                       WRRS1B
 SURNAME




                             SELL PRODUCTS AND SERVICES



CODE                            ELEMENTS OF COMPETENCY    C=COMPETENT enter date, NYC=NOT YET COMPETENT enter NYC
              1 APPLY PRODUCT KNOWLEDGE



              2 APPROACH CUSTOMER



              3 GATHER INFORMATION



              4 SELL BENEFITS



              5 OVERCOME OBJECTIONS



              6 CLOSE SALE



              7 MAXIMISE SALES OPPORTUNITIES
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