Retai school

Skilling the Retail Workforce

Contents

Introduction... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ...... Page 1

Retail Training Pathways ........................ ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ...... Page 2

Retail Programs...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ...... Page 3

Retail Start-up Program ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ...... Page 3

Retail Start-up Program [Food]... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ...... Page 4

Developing Retail Champions Program ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ...... Page 5

Developing Retail Managers Program ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ...... Page 6

Developing Retail Leaders Program ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ...... Page 7

Developing a Learning Culture ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ...... Page 8

Developing Workplace Coaches ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ...... Page 8

Developing Retail Trainers ... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ...... Page 9

Products and Services... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ......... ...... ...... Page 10


The Australian Retail [email protected]

BrisbaneLevel 4, 243 Edward StreetBrisbane QLD 4000+ 61 7 3236 3322

SydneySuite 2...04247 Coward StreetMascot NSW 2020

MelbourneSuite 418 St... Kilda Road Towers1 Queens RoadMelbourne VIC 3004

Developing a Retail Workforce

In an increasingly competitive market there is a need to develop skilled retailers to set your business apart from the pack; team leaders that innovate, and develop new products and services in sync with consumer behaviour, as well responsive sales associates that maximise every sales opportunity.

The Australian Retail CollegeThe Australian Retail College is a Registered Training Organisation with 22 years experience in developing staff for the retail industry... We work with large and small retailers to identify the skills and performance needs at various levels in the business and develop programs to address these needs that are based on units of competency and qualifications in the Australian retail training package...

The Australian Retail College’s courses are all competency based... This means that training and assessment is focused on the range of competencies that are needed for various job roles and levels of responsibility, and the knowledge and skills required to perform these... Programs are supported by a range of resources to support learning and assessment in each unit, and which can be customised to meet the specific employer and learner context...

The following pages outline the programs available and the range of competencies that are typical to these programs... These can be modified to meet the specific needs of retailers and partnering training organisations... These programs are also supported by capability development of training practitioners and/or workplace coaches...

The Developing Retail Leaders program can also provide a pathway into postgraduate education with the University of Wollongong’s Master of Retail Management...

Skilling the Retail Workforce 1.


Retail Training Pathways

2.

The Australian Retail College offers a range of retail career pathways from entry level programs through to senior management.

Developing Retail Leaders

Retail Start-up Program

Developing Retail Champions

Developing Retail Managers

- Managers- Assistant Managers- Deputy Managers

- Managers- Area Managers- Sales Associates

- First Level Supervisors- Experienced Sales Staff


The Retail industry is a dynamic industry and one of the country’s largest employers. This course is designed to equip new entrants with the skills and knowledge to work in retail sales. Suited to people who have little or no experience in a retail environment, this course provides the fundamentals for those commencing a career in retail. It is typically undertaken by those who are starting their first retail position.

To achieve a Certificate, competency must be achieved in the following units

Cluster 1: Working in Retail Introduction to Retail Work effectively in a retail environment Retail terminology Organise and maintain work area

Cluster 2: Selling Apply retail food safety practices Sell products and services Develop product knowledge

The above course outline is an example developed to meet industry standards. Other product specific electives are also available.

A day in the life of.....

Mayura recently commenced a job as a Sales Associate working in a retail store for four hours each day. Prior to gaining employment Mayura completed a pre-employment Retail course which has assisted her in performing a range of duties at work. She sometimes works unsupervised when her manager sets her a task and she is left to complete it. She regularly uses the terminal to transact customer sales, performs stock counts on fast or slow selling stock and she unpacks and checks the stock deliveries.

As part of her course Mayura has learned to greet customers, and assist with their product selections, prevent customer theft and to maintain and display merchandise so it appeals to customers.

Each day involves something different for Mayura, and she enjoys the challenges of being busy, working within a team and selling to customers. Mayura hopes to be promoted to a supervisor’s role in the future.

Cluster 3: Dealing with Customers and Staff Communicate in the workplace Interact with customers

Cluster 4: Transacting Sales Apply Point of sale systems Operate retail I...T...

Cluster 5: Stock Minimise theft Perform stock control Create a display

Retail Start-up

Program

3.


The Retail industry is a dynamic industry and one of the country’s largest employers. This course is designed to equip new entrants with the skills and knowledge to work in retail sales. Suited to people who have little or no experience in a retail environment, this course provides the fundamentals for those commencing a career in retail. It is typically undertaken by those who are starting their first retail position.

To achieve a Certificate, competency must be achieved in the following units

Retail Start-up

Program[Food]

Cluster 1: Developing Core Retail Practices Introduction to Retail Work effectively in a retail environment Retail terminology Organise and maintain work area

Cluster 2: Caring For Customers and Stock Communicate in the workplace Interact with customers Sell products and services Develop product knowledge Apply point of sale systems Perform stock control



Jason works in a busy, fast food restaurant for a few days each week. His role involves serving customers, preparing food and keeping the work area clean and tidy. He is completing a Retail Start-up Food qualification which is helping him to develop the knowledge and skills needed to be a fully productive staff member.

He has learned how to store the stock, recommend items to customers and use the register terminal to transact sales. Jason has also learned a lot about food safety so he can prepare and serve food hygienically. His communication skills have improved since starting his qualification, and Jason is now more confident when dealing with customer queries and also when prioritizing tasks to manage his own work load.

All of the training relates to Jason’s current role so he feels that it is worthwhile. He also likes the fact that he is gaining a qualification that is recognized by industry and that he is now in a better position to be promoted to a supervisory role in the future.

Cluster 3: Food specialty stream Advise on food products and services Prepare and display food items Apply retail food safety practices Prepare and serve non-alcoholic beverages

4.


The Retail industry is a dynamic industry and one of the country’s largest employers. To progress in the retail industry you must learn to efficiently meet the needs of external and internal customers. Meeting this challenge is the key to improving your workplace skills and to developing responsibilities for others within the team. This qualification is ideal for people who have developed basic skills and knowledge as retail sales people and are keen to take up supervisory roles that require the essential skills needed to monitor teams effectively.

To achieve a Certificate a total of ten (10) units must be completed.

Developing Retail

Champions

Cluster 1: Store Standards Maintain store safety Maintain store security Balance point of sale terminal

Cluster 2: Stock Handling & Merchandising Coordinate merchandise presentation Maintain and order stock Recommend specialized products and services



Aloka has been working in a retail store as a Sales Assistant for about 2 years. She enjoys her job and is confident looking after customers and recommending products, using the terminal and contributing as a team member. Her role has been increasing in responsibility and she will soon be moving into a supervisory role.

Aloka is enrolled in a Certificate III in Retail where she is learning new skills including organising rosters and running meetings. She has also learnt how to audit the store for safety and security compliance, order and display merchandise and balance the register terminal. Her communication skills have developed so she is more confident when supporting team members, interacting with customers and reporting to management.

Aloka is looking forward to her new role and feels that completing her national qualification will assist her to become an efficient supervisor.

Cluster 3: Customer Service & Continuous Improvement Coordinate interaction with customers Develop innovative ideas at work

Cluster 4: Teamwork & Productivity Organise personal work priorities and development Contribute to team effectiveness

5.


Effective managers transform the performance of their store. This qualification is for people who may already be working as a supervisor or coordinator and desire to build their management capabilities to achieve a competitive advantage for their store. You will learn practical skills and develop management tools to give you the confidence and knowledge to perform in your job and to support your team to excel in their role.

To achieve a certificate a total of ten (10) units must be completed.

Developing Retail

Managers

Cluster 1: Team and Productivity: Lead and manage people Coach others in job skills Develop work priorities

Cluster 2: Store Standards Provide a safe working environment Control store security



As a specialty Store Manager, Akil is responsible for the daily operational needs of his store, for input into the long-term store plans and for maintaining contact with his Regional Manager.

Akil liaises with and delegates to his Assistant Manager and also monitors the completion of store tasks on a daily and weekly basis. He is accountable for maintaining the store consistent with company standards and within legislative requirements and for developing and implementing appropriate contingency plans to manage any situations that develop.

Akil has to be very self directed, as he is not closely supervised in his role, and he is further refining his retail management skills.

Cluster 3: Customer Service & Continuous Improvement Coordinate the implementation of customer service strategies

Implement continuous improvement

Cluster 4: Stock and Merchandise Control inventory Implement product recalls

6.


This program is ideal for an experienced retailer looking to develop higher level management capabilitiesand undertake increased responsibility for the achievement of results and the provision of team leadership.This program can be adapted to a range of specialist environments such as franchising, human resourcesand multi-site management.

The Developing Retail Leaders program can also provide a pathway into postgraduate education with the University of Wollongong’s Master of Retail Management.

To achieve the Diploma of Retail Management a total of nine (9) units must be completed.

Developing Retail

Leaders

Cluster 1: Manage Productivity Manage operations to budget Set strategic plans

Cluster 2: Manage Team

Manage people performance Administer human resource policy



In his role as a Regional Manager, Mohan oversees several specialty stores within a geographical region. Mohan liaises with the different Store Managers and visits the stores on a regular basis so he has to use clear communication and delegation skills.

He is accountable for the profitability of the stores, for their continued trading without incidents or disruption and for implementing company strategies. Mohan frequently makes decisions that affect the promotion and transfer of the staff within his group of stores, the movement of merchandise between the stores and staff issues such as terminations.

As part of his development, Mohan is undertaking a Diploma of Retail Management qualification which is assisting to hone his skills in business and financial management.

Cluster 3: Manage Safety & Quality Ensure a safe workplace Manage projects Facilitate continuous improvement

Cluster 4: Manage Learning Manage personal work priorities and

professional development Develop a workplace learning environment

7.


Sarah manages a busy retail outlet. Aside from the daily duties related to selling and stock management, Sarah also manages her team members’ training and development. She inducts new staff members and that includes providing on-job coaching sessions so they learn the store procedures and develop the required skills.

Sarah also evaluates her team members’ abilities by observing them at work and comparing their performance to the company standards. At times, this identifies situations where existing staff members also need some on-job coaching.

When Sarah coaches her staff, she plans her approach prior to meeting with the employee. She makes sure that her coaching is clear and uses a simple process and language so her team member can understand what is required. An important part of coaching is for Sarah to explain and demonstrate the required skills and then allow the employee some practice time under her guidance.

Newly coached staff are then observed carefully while they are performing their usual duties, to ensure they apply the coached skills. Sarah also uses company evaluation forms to assess her team members’ skills improvement, in terms of how well they meet the business’s standards. This helps her to determine if staff are now meeting the required standards or if more coaching assistance is required. To keep her personnel records up-to-date, Sarah records the details of her coaching sessions and skills evaluations in the staff files.


Developing

Workplace

Coaches

8.

The role of Workplace Coach is critical to building a culture of learning within a retail business. The coach plans and facilitates activities in the workplace that reinforce the learning and skills development of the employee. The coach also identifies the competencies and standards required and assesses progress and achievement of these.

The Workplace Coach will often work in cooperation with an external trainer or assessor and promotes a culture of learning in their organisation. The role of Workplace Coach is often just one part of the job of a Retail Manager or Supervisor.

The 2 units that make up the Developing Workplace Coaches program are: Coach others in job skills Evaluate performance


ARC runs programs to develop the abilities of educators and training organisations to embed competency based training and assessment into their practice. This includes developing flexible models of training and assessment and the resources to support these, training delivery in a range of environments including the learners workplace or online, and various methods and tools for assessment, such as observation, role play or simulation as well as questioning.

The program outline is as follows:

Developing Retail

Trainers

Competency Based Programs: An introduction to competency based training and assessment Identify and address competency needs of retailers and learners Develop competency based learning programs and curricula

Competency Based Training: Plan, organise and deliver group-based learning Plan, organise and facilitate workplace-based learning and skills development Identify and support language, literacy and numeracy needs



As a trainer at the Australian Retail College, Ian manages around 80 learners, most of whom work in retail in various positions and with a range of employers. Ian visits these learners in their workplace to facilitate their learning and also to conduct assessments, often by observing a demonstration of the learner’s skills while working and asking a number of questions to confirm their understanding of the underpinning knowledge.

Ian also manages a small group of learners who are not currently working and come together in a training room at the college. Ian frequently uses simulation and role play to ensure activities are relevant and focussed on the competencies to be achieved. Ian also uses various techniques in classroom management and ensures that his facilitation is varied and appeals to different learner styles. This experience has also been valuable in facilitating a group of regionally dispersed store managers who are participating online, through his organisations new virtual classroom. Ian ensures that all participants remain engaged in the session through questioning and group activities. Sometimes Ian has a learner with language or literacy support needs and in these cases he takes an individual approach to support learning and also when conducting assessment so that the learner is not unfairly disadvantaged.

With a number of years retail management experience, Ian is able to relate to learners at all levels and shares his experiences to help explain concepts and to develop his learners understanding. Ian engages in professional development to improve his own skills and also ensures that he maintains up to date knowledge of the retail industry. His excellent time management skills are critical to his role as he prioritises his work and organises his training appointments to meet the needs of learners, employers and his training organisation.

Competency Based Assessment: Plan assessment activities and processes Using and adapting assessment tools Assess competence Participate in assessment validation

9.

Products and Services

Organise personal work priorities and development

BSBWOR301A

Certi�cate III

Skills Text

Version 2.0

Skilling the Retail Workforce 10.

Skills TextThe Skills Text contains the essential skills and knowledge required for each unit of competency... It contains information and activities to support the learner in their development of competence...

PowerPointThe Power Point is a presentation used by trainers in the delivery of the training for the learners...

Skills AssessmentThe Skills Assessment is the document used to collect evidence of the learners skills and current abilities, this assists the trainer to determine the learners competence in the related unit of competency...

Facilitators GuideThe information contained in the facilitators guide is designed to be used as a framework for the trainer to ensure consistency of delivery across all learners but is built to cater for differences in the groups of learners and the delivery style of the trainer...

Skills Record BookThe Skills Record Book is designed as a personal record for the learner and is used to record and monitor their progress towards achievement of the competency standards required to complete the program...

A sample of these materials is available at www.fir.edu.au

The Australian Retail College provides a range of support material for learners. For each skills program the following resources are available:

Due date:

retail

STUDENT DETAILS

Student name:

(I declare that the details included in this assessment & all supporting documents are a true & accurate record of my abilities in relation to this unit.)

Student signature: Date of assessment submission to assessor:

ASSESSOR USE ONLY

Unit name: Coordinate interaction with customers

Assessor name: Sign: Date:

(tick one) WRR30102/30202 [ ]

C [ ] NYC [ ] (tick one)

skillsassessment

The Australian Retail [email protected]

BrisbaneLevel 4, 243 Edward StreetBrisbane QLD 4000+ 61 7 3236 3322

SydneySuite 2...04247 Coward StreetMascot NSW 2020

MelbourneSuite 418 St... Kilda Road Towers1 Queens RoadMelbourne VIC 3004


Business

Retai school