Participant Book Group 1 PDF

PARTICIPANT HANDBOOK
Certificate in
Fashion Retail
Get Set for Work
Work effectively in Retail
Excursion 1
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australian retail college (india)
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ADDITIONAL
SKILL ACQUISITION
PROGRAMME
ASCI/ARC/FRP001 ASAP PHB
Certificate in Retail
Fashion
course offered by
ADDITIONAL SKILL ACQUISITION

PROGRAMME
(A joint initiative of Higher Education Department and General Education Department,
Government of Kerala)
in association with skill provider

Australian Retail College (India)
PVT LTD
Australian Retail College VER 1.00 1

Course Details
Name of Course Certificate in Fashion Retail
Qualification Pack: RAS/Q0103
NOS: RAS/N0105, RAS/N0109, RAS/N0106,

Qualification Pack & NOS RAS/N0107, RAS/N0108, RAS/N0118, RAS/N0119,
RAS/N0121, RAS/N0123, RAS/N0124, RAS/N0130,
RAS/N0137
Synopsis of Course
The program “Certificate In Fashion Retail” is aligned to National Occupational Standards
(NOS) Level 3 and has been customised to meet the specific needs of the apparel/fashion
sector. This program also includes fashion specific units from the Australian Retail Training
Package. The course will develop students capable of being employed by apparel retailers
and will be competent in performing as a Fashion Sales Associate, advising customers on
product fit and suitability as well as merchandising product to maximise sales.
Further Learning Opportunities

Beyond this course students can look to take training aligned to RASCI NOS Qualification
Packs 4, 5 and 6. This is the natural progression from Customer Service Executive (CSE) to
Department Manager and Store Manager Positions.
In addition management training that includes subjects such as:
 Implement continuous improvement

 Coordinate implementation of customer service strategies
 Coordinate sales performance
 Coach others in job skills
 Control store security
 Manage store presentation & pricing
 Provide a safe work environment
 Lead & manage people
 Recruit & select personnel
 Administer HR policy

Key Competencies
Upon successful completion of the course, the participants will be able to perform the
following:
 Understand employer expectations during work

 Understand the retail sector and different working environments
 Learn safety and security measures commonly used in the retail industry
 How to communicate with customers and deliver customer service
 Techniques to make selling simple and understanding concepts such as upselling and
cross selling.
 Different male body shapes and appropriate clothing and sizes
 Different female body shapes and appropriate clothing and sizes
 Different children’s body shapes and appropriate clothing and sizes
 Understanding various materials used in making shoes, the different sizes used and
the correct process to fit shoes
 Various display and merchandising techniques for clothing
 How to process credit sales and other detailed sales operations
Course Duration
Theory 39 hours
Practical 81 hours
Internship 150 hours (1 month)
Eligibility Criteria of participant

Minimum Age 18 years
Entry Qualification 10th Pass

Course Specific Instructions for Participant

 Pre-training
Students should make an attempt to visit malls and standalone retail stores to ensure they
have an understanding of the retail environment before entering the classroom.
 During the training

Students should make every attempt to participate in the course, including the following:
 Arriving in a timely manner,

 Being courteous to other students and the trainer,
 Being attentive in class,
 Participating in activities at every opportunity,
 Conducting themselves professionally during industry visits,
 Presenting themselves, including dress, in a professional manner.
 Post training
Students should continue to use the material given to them during their internship and reach
out to their trainer to assist with any further questions or queries they have.

Course Duration-Module/Unit/Session wise

Sl. No. Module/Unit/Session Name Theory Practical Internship
1 Module 1 – Get Set For Work 11 21 0

1.1.1 Introduction to a retail career & industry placement 0.5 1.5
1.1.2 Communication skills 0.5 1.5
1.1.3 Interview skills 0.5 1.5
1.1.4 English for the retail fashion sector 0.5 1.5
1.1.5 1st Industry Excursion 1 3
1.1.6 Excursion Debrief and Presentations 2 2
1.1.7 2nd Industry Excursion 1 3
1.1.9 3rd Industry Excursion 1 3
2 Module 2 – Work Effectively In Retail 2 6 15
2.1.1 Presenting yourself at work 0.5 1.5
2.1.2 Completing tasks properly 0.5 1.5
2.1.3 Working with other team members 0.5 1.5
2.1.4 Dealing with conflict 0.5 1.5
3 Module 3 – Safety And Security 4 4 15
3.1.1 Keep the store and colleges safe 1 1
3.1.2 Use safe working practices and reporting 1 1
3.1.3 Understand and follow security procedures to prevent 1 1
customer theft
3.1.4 Understand and follow staff security procedure and reporting 1 1
procedures
4 Module 4 – Delivering Quality Customer Service 2 6 15
4.1.1 Provide prompt and attentive service to customers 0.5 1.5
4.1.2 Explain and recommend additional services 0.5 1.5
4.1.3 Deal with simple customer complaints 0.5 1.5
4.1.4 Use the register to transact sales 0.5 1.5
5 Module 5 – Maximising Sales 9 21 15
5.1.1 Develop product knowledge 1 3
5.1.2 Selling Steps 1 – 4 1 3
5.1.3 Selling Steps 5 – 10 1 3
6 Module 6 – Fashion Products 8 14 15
6.1.1 Men’s and Women’s fashion products 2 4
6.1.2 Children’s fashion products 2 4
6.1.3 Fashion customer needs 2 2
6.1.4 Footwear 2 4
7 Module 7 – Display & Visual Merchandising 3 9 15
7.1.1 Prepare and display stock 0.5 1.5
7.1.2 Use display equipment and assemble stock 0.5 1.5
7.1.3 Visual merchandising design requirements 0.5 1.5
7.1.4 Develop a visual merchandising display plan 0.5 1.5
7.1.5 How to dismantle a planned display 0.5 1.5
7.1.6 Build and dismantle a visual merchandising display 0.5 1.5
Total each category 39 81 150
Total Course Duration 270

Get Set for Work

Module 1 – Get Set for Work

A Day in the Life of…
Arjun has started his college course to help him obtain employment in the fashion retail
industry.
He is finding out about the retail industry and the fashion sector.
He is learning and practicing communication skills that he must use when he is at work
experience and when he obtains a job. Arjun is also learning interview skills so he feels
confident when he applies for a job, and how to be organised for his work experience.

Module(s) Overview
Module contains core, generic and professional skills which underpin NOS 3 requirements.
It is divided into two sessions that include specific retail and career information that is
relevant to people seeking employment in the retail fashion industry sector, workplace
communication, job interview skills and English for the fashion service sector.
Day 1:
 Introduction to a retail career

 Communication skills
Day 2:
 Interview skills
 English for the retail sector
Module(s) Objectives
The objectives of this module(s) are to achieve competency in the following areas:
1. Be able to explain different types and structures of retail stores and identify job
requirements associated with positions in retail stores.
2. Be able to use professional verbal and non-verbal communication that is appropriate
for the workplace.
3. Be able to participate in a job interview responding confidently with appropriate
answers.
4. Be able to use communicate fluently in English for work within the fashion sector.
Module Design
Session Session and Method Tools/Equipment/Props Duration
No. Activities
Introduction to a Theory PPT for this session and data 2.5 hrs
retail career and development projector
1
industry Revision activity
placement
Communication Theory PPT for this session and data 2.5 hrs
skills development projector
Skills practice Product/advertising material
Revision activity about retail fashion, fashion
stores or shopping malls for
Activity 2.16

Interview skills Theory PPT for this session and data 2.5 hrs
development projector
2
Skills practice
Revision activity
English for the Theory PPT for this session and data 2.5 hrs
retail fashion development projector
sector Skills practice
Revision activity
Session 1 Plan
Session Name: Introduction to a retail career and
communication skills
Session Objectives
To be able to:
 Identify types of retail businesses and job roles within retail and to analyse a Position
Description for an entry level retail job role within a fashion store
 Be able to use appropriate verbal and non-verbal communications in face-to-face and
telephone communication at work
Underpinning Knowledge/Theory
 Identify different retail formats, recent innovations, and categories of retail stores
 Identify business structures used in retail stores
 Identify the organizational structure and work functions with retail stores
 Identify retail career options and required abilities
 Understand a Position Description purpose and contents
 Understand industry placement requirements
and
 Understand the workplace communication process

 Identify roles in communication
 Understand the methods of communication
 Offer feedback
 Use listening skills
 Identify and overcome barriers to communication
 Use the telephone at work
Duration
4 Hours

Student Instructions
This is the first session of three sessions that support the core, generic ad professional skills
that you need to develop to work effectively, and to obtain employment in a retail store.
Be prepared to contribute your own experiences of store situations from your own personal
shopping experiences and / or from any industry excursion in which you participate.
Assessment
You will complete Activity Sheets throughout the session and also complete Assessment
Activities as part of the sessions’ review and / or homework. All Activity Sheets and
Assessment Activities will be reviewed by your trainer.

Session 1 Slides
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Slide 31 Notes
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Activity Sheet 1.1

Activity Name –Types of retail fashion businesses
Instructions: Write down the names of retail fashion businesses. Then try and identify what
characteristics each retail business has.
Store names Characteristics

Activity Sheet 1.2

Activity Name –Vertical and horizontal communication channels
Instructions: Read the following situations where people are talking to each other at work. Decide if
each conversation is Vertical or Horizontal communication.
Situations Write down if each conversation is

Vertical or Horizontal
communication
Chandresh was talking to his supervisor, Nandi,

about a stock delivery.
Ishani asked another team member, Sunil, to

help her to change a display.
Varun is a store manager and he talked on the

telephone to another store manager, Sahil.
Nirmala asked a team member to help her to

unpack some new stock that has just arrived.
Mahan is a supervisor and he asked Malika, who

is a trainee associate, to help some customers.
Varun, a store manager, spoke to the owner of

the business about how sales are progressing.
Dinesh told Elina about a new stock line that has

arrived in the store, and how to display it. They
are both team members in that store.
A team member, Varun told his manager about a

customer who stole a shirt.

Activity Sheet 1.3

Activity Name – Analysis of a Position Description for a fashion store
Position Description
Title: Trainee Associate

Reports to: Floor Supervisor
Purpose: To unpack and display merchandise; interact with customers and provide
them with sales service; and help to keep the store secure and safe
Key Sales:
responsibility  Make a positive impression about self and the store on customers
areas:  Provide information and advice to customers
 Promote loyalty schemes to customers
 Assist customers with sizes and fittings
Merchandise:
 Prepare products for sale
 Display products for sale
 Keep stock and store areas clean and hygienic
Display:
 Plan and build visual merchandising displays
 Maintain displayed stock in good condition
 Dismantle and store merchandising display equipment
Safety and security:
 Keep stock safe from damage and secure from theft
 Supervise the trial rooms to discourage theft from occurring
 Keep customers and staff safe from hazards and accidents
Job Ability to:
specification:  Maintain a high standard of personal presentation and grooming,
with a sense of fashion and style
 Be punctual when arriving at work and returning from breaks
 Calculate basic maths
 Work unsupervised while following instructions
 Work cooperatively in a team
 Communicate clearly with other people
 Behave politely and courteously including when working under
pressure
 Complete physical tasks , lift and move stock containers and
stand for prolonged periods of time

Activity Sheet 1.3

Activity Name – Analysis of a Position Description
Instructions: Look at the Position Description on the previous page and then answer the
questions below.
According to this Position Description:
1. Who does the Trainee Associate report to: __________________________________
2. What is the purpose of this job role: _______________________________________
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3. How many Key Responsibility Areas are there: ______________________________
Choose one Key Responsibility Area from this Position Description. Write down the Area
that you have chosen and then answer the following questions:
Area chosen: _________________________________________________________
4. Write down some specific tasks from this Key Responsibility Area that you would
probably complete if you got this job.
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5. Why do you think the store would expect the job holder to already be able to perform
the listed Job Specifications when starting the job?
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Activity Sheet 1.4

Activity Name –Analysis of own abilities compared to a Position Description
Instructions: Look at the previous Position Description and compare the abilities required to your
own current abilities. Write down where you already have the required abilities, and
where you would need to learn new abilities to be able to fulfill this job’s requirements.
Position Description abilities Write your answers below. Do you already

have these skills? Yes / No.
If No, write down what you think you will need
to learn to be able to fulfill this job.
Sales:
Make a positive impression about

self and the store on customers
Provide information and advice to

customers
Assist customers with sizes and

fittings
Promote loyalty schemes to

customers
Merchandise:
Prepare products for sale
Display products for sale
Keep stock and store areas clean and

hygienic
(continued over the page)

Display:
Plan and build visual merchandising

displays
Maintain displayed stock in good

condition
Dismantle and store display

merchandising display equipment
Safety and security:
Keep stock safe from damage and

secure from theft
Supervise the trial rooms to

discourage theft from occurring
Keep customers and staff safe from

hazards and accidents
General abilities:
Maintain a high standard of personal

presentation and grooming, with a
sense of fashion and style
Be punctual when arriving at work

and returning from breaks

Calculate basic maths
Work unsupervised while following

instructions
Work cooperatively in a team
Communicate clearly with other

people
Behave politely and courteously

including when working under
pressure
Complete physical tasks , lift and

move stock containers and stand for
prolonged periods of time

Activity Sheet 1.5

Activity Name – Identify senders and receivers in communication
Instructions: Look at the photos below and decide who is most likely to be the sender and who is
most likely to be the receiver. (There might be more than one receiver)
Situation: Questions:
Answer the questions in the spaces below
A manager is explaining tasks to two staff members.
Who is the sender:
Who is the receiver:
A student is talking to the trainer about what she

learned at college yesterday.
Who is the sender:
A customer is explaining why she does not like the

shirt she is being shown.
Who is the sender:
Jahan is explaining a customer’s stock order to

another team member, Devi.
Who is the sender:

Activity Sheet 1.6

Activity Name – Identify non-verbal communication signals
Instructions: Look at the photos of staff members who have all been told to complete a task. Then
answer the questions below about their non-verbal communication.
Situation: Questions:
Write your answers in the spaces below
What impression is her non-verbal communication
sending to the manager who just told her to complete a
task?
What non-verbal signs have given this impression?
What impression is his non-verbal communication

sending to the manager who just told him to complete
a task?
What impression is his non-verbal communication

sending to the manager who just told him to complete
a task?

Activity Sheet 1.7

Activity Name – Feedback case studies
Instructions: Read the following situations about using feedback in communication with managers.
Answer the questions below.
Situation: Questions to answer:
Nandi’s manager has just told him the What feedback should Nandi give to his
following verbal message: manager so Nandi really understands what
he is meant to do?
“Nandi, get a trolley from the stock room.
Go and load up the new stock from the
delivery dock and bring it out and restock
the empty hanging space.”
What non-verbal communication should
Nandi does not know which sort of trolley Nandi use so his feedback looks positive
he should get because the store has three and shows that he is willing to work?
different types.
He also does not know which empty
hanging space to use for the new stock.
Malika has been told by her manager to: What body language signals is Malika
sending to her manager in her feedback?
“Change this display so that the new stock
is put on display instead of the products
that have been there for a week.”
Malika knows that the products that have How could she change her body language?
been on display are selling very well and
that customers notice them and buy them
every day.
Malika crosses her arms and shakes her Malika may know information about the
head, and says to the manager in an angry stock which her manager should be told.
tone of voice: How could she have explained her opinion
“That is a stupid idea! The products that so she is more polite and helpful?
are there now are selling really well. Why
would I move them?”

Activity Sheet 1.8

Activity Name – Listening skills case studies
Instructions: Read the following situations about staff members using their listening skills. Answer
the questions below.
Situation: Questions to answer:
Sunil was asked by his manager to put 20 Why did Suni probably have a problem
large stock items onto the bottom shelf and to listening carefully to his manager?
put 40 small stock items onto the higher shelf.
Sunil was very tired because he was out late
last night and he did not quite understand
what he was supposed to do. He just said he What should he have said to his manager
would get the job finished immediately. when he did not understand?
Suni put the wrong stock onto the wrong
shelf. Customers were already having trouble
getting the heavy items from the higher shelf
and some stock had been dropped and broken. What problems have occurred because
Suni did not listen properly?
Elina was at a team meeting in her store. The Why didn’t Elina hear the information
manager explained an important task to check that her manager explained at the team
that stock was correctly price ticketed. Elina meeting?
was busy noticing her friend’s new shoes
during the meeting. She thought that the
manager’s instructions sounded too
complicated. What should she do so she listens more
After the meeting, Elina was told to start carefully next time, especially if the
checking the price tickets. She did not know instructions are complicated?
what to do, so she just stayed busy with
customers and never did it.
Later in the day, the manager came to see
What problem occurred because Elina
what had happened because there had been
did not listen properly?
many customer complaints about wrong
prices on the stock.

Activity Sheet 1.9

Activity Name – Identify barriers to communication
Instructions: Write down examples of different barriers that could occur when you are
communicating with other people at work. Suggest how you could overcome each barrier.
Type of barrier Write your answers to the questions below:

What are examples of physical barriers that could occur at college or
at work in a fashion store:
Physical barriers
How you could try and overcome each barrier:
What are examples of psychological barriers that could occur at

college or at work in a fashion store:
Physiological
barriers
What are examples of environmental that could occur at college or

at work in a fashion store:
Environmental
barriers
What are examples of emotional barriers that could occur at college

or at work in a fashion store:
Emotional
barriers
What are examples of deliberate barriers that could occur at college

or at work in a fashion store:
Deliberate
barriers

Activity Sheet 1.10

Activity Name – Telephone skills practice
Instructions: Role-play your telephone skills when receiving a call working in a fashion store.
An observer will watch your abilities and make notes in the checklist below.
Student name: _______________________________________________________________
Observer name: ______________________________________________________________
Telephone procedure to follow: Meets r’ments Comments

Yes  No 
1. Answered the telephone promptly
2. Used a polite and friendly tone of voice
3. Made an initial greeting:
 Greeting was appropriate
 Identified the store
 Identified own name
 Offered to help and offered to help
4. Talked to the caller and:
 Listened carefully and wrote notes
if necessary
 Used a polite tone of voice
 Used polite language
5. Took a message correctly, checking
the details with the customer
6. Transferred a call politely:
 Explained the need to transfer to the
customer
 Got the caller’s agreement to be
transferred
 Made sure another staff member
picked up the call
7. Ended the call positively
 Thanked the caller etc
Final evaluation of skills

Session 2 Overview
Session Name: Interview Skills & English for the fashion sector
Session Objective
 To be able to use appropriate interview skills in a face-to-face job interview
 Apply English skills to written and spoken situations relevant to retail fashion
 Types of job interviews
 Preparation tasks to complete before an interview
 Interview questions to be prepared for
 Interview question types
 Answering questions skills
 Body language to use during interviews
 Applicant questions to ask
 Making and leaving a good impression
and
 Using retail vocabulary

 Describing retail situations
 Writing responses when speaking to people
 Explaining information in English
 Identifying English product names
 Reading and comprehending details
 Having a conversation in English
Duration
4 Hours
This is the third of three sessions that support the core, generic and professional skills that
you need
to develop to work effectively, and obtain employment in a retail store.
shopping experiences and / or from any industry excursion in which you participate.
Assessment
You will complete Activity Sheets throughout the session and also complete Assessment
Activities as part of the sessions’ review and / or homework. All Activity Sheets and
Assessment Activities will be reviewed by your trainer.

Session 2 Slides
Slide 1 Notes
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Slide 4 Notes
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Slide 7 Notes
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Slide 10 Notes
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Slide 13 Notes
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Activity Sheet – 2.1

Activity Name – Planning for an interview
Instructions: Decide on a retail fashion store where you could apply for a job similar to the one
explained in the Position Description in the Introduction to a Career in Retail session in this Student
Workbook.
Use the headings below, and write down what you would need to complete to be ready and organized
to attend this interview.
Retail store where you would apply for this job: _________________________________
How to research about this store:
What to do to make sure you are ready to go the interview:
What to do so everything is ready to take to the interview:


Activity Name – Prepare interviewer questions
Instructions: Building on Activity 2.1, write down some employer questions that could be asked
during a job interview. Then decide what question type each question is, by choosing from the list
below:
 Ice breaker  Scenario

 Fact finding  Behavioural
What is the question
Write questions
Write your questions in this type of each question?
about the following
column Choose from the options
area:
above.
Previous / current
work history
Completed courses or
a course currently
being undertaken
Skills and abilities
Personal attributes


Activity Name –Answering questioning
Instructions: Building on Activity 2.2, take turns at asking and answering some job application
interview questions.
Notice and comment on your own and each other’s skills at:
a) Answering interview questions
b) Portraying a positive impression while they answer
Note your own skills below Note the skills of the other student with
whom you completed this activity
How well did you answer the interview How well did she/he answer the interview
questions Consider: Did you answer: questions Consider: Did he/she answer:
a) Honestly a) Honestly
b) Systematically b) Systematically
How well did you control your: How well did he/she control:
a) Voice qualities – tone, speed of a) Voice qualities – tone, speed of
speech speech
b) Body language: facial expression, b) Body language: facial expression,
eye contact, body posture eye contact, body posture


Activity Name –Asking questioning
Instructions: Building on Activity, take turns at asking questions of an employer as part of a job
interview.
Notice and comment on your own and each other’s skills at:
c) Asking appropriate questions
d) Remaining polite and making a good impression
Note your own skills below Note the skills of the other student with
whom you completed this activity
How well did you answer the interview How well did she/he answer the interview
questions Consider: Did you answer: questions Consider: Did he/she answer:
c) Honestly c) Honestly
d) Systematically d) Systematically
How well did you control your: How well did he/she control:
c) Voice qualities – tone, speed of c) Voice qualities – tone, speed of
speech speech
d) Body language: facial expression, d) Body language: facial expression,
eye contact, body posture: eye contact, body posture:

Activity 2.7: Retail vocabulary (Activities 2.5 & 2.6 do not

required activity sheets)
Retail words used when customers are shopping
Instructions: Complete the missing words in the table below by writing in the correct word to match
the description. Choose the words from the options listed below. (There will be two words left over)
 Elderly
 Counter
 Impatient
 Uncertain
 Tourist
 Loyal
 Polite
 Approach
 Browse
 Greet
 Communicate
 Happy
Description Matching word

(Write down the word that matches
each description)
Walk towards someone
Look at the goods for sale in a store
The bench in a shop where people pay for the

goods they are buying
Say hello to a customer
Behaving well, having good manners
When a customer is in a hurry while waiting for

service
When a customer shops at a store regularly and
does not shop at a different store instead
A customer who looks to be old
A customer who is on holidays from another

country
To talk to a customer

Activity 2.8: Retail vocabulary

Retail words used when working with stock
 Brand
 Flattened
 Remove
 Out of date
 Rotation
 Sort
 Layout
 Fixture
 Price ticket
 Stock line
 Promotion
 Display

(Write down the word that
matches each description)
To take stock items out of the cartons in which they
were delivered
To arrange stock where customers can see it
To organise stock into groups of similar items
The manufacturer’s name on stock items
A plan of how a store chooses to put stock into

which location
Stock items that have been advertised at a special
price
Moving stock items so older stock is sold before new
stock
When stock items are too old to sell to customers
A tag that is attached to stock items which states

how much it costs to buy
When delivery cartons are made smaller before
putting them into the rubbish

Activity 2.9: Retail vocabulary

Retail words used when selling to customers
 Clarify
 Conversation
 Nodding
 Objection
 Add-on
 Undecided
 Hesitant
 Discount
 Rapport
 Procedure
 Expensive
 Compare

Suggesting an extra product to a customer who is
already buying one item
When a customer is not sure if she should buy a
product
When a customer moves his head to agree with what
the staff member is saying
When a customer thinks that a staff member
understands her opinions and ideas
When a customer is looking at what is different
between two similar products
When a customer is talking to a staff member
A customer thinks that a product costs too much

money
A customer is not sure if he wants to buy a product
To find out exactly what a customer is interested in

buying
When a customer explains why he does not like a
product

Activity 2.10: Describe a retail situation

Instructions: Practice writing in English by describing the situation in the photograph below.
Answer the question in proper sentences.
1. What cleaning tasks might staff have to complete, to keep this fashion store
looking attractive to customers?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________


Answer each question in proper sentences.
1. What promotion is occurring in this

store, according to the sign?
_________________________________
_________________________________
_________________________________
2. What type of customers do you think

would be interested in buying the
stock that is on display?
_________________________________
_________________________________
_________________________________
3. Describe the stock that is displayed on the two mannequins.
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
4. What type of clothing is stacked on the display table?
________________________________________________________________________


Answer each question in proper sentences.
1. What is this sign suggesting

that customers buy for newly-
married couples?
_________________________
_________________________
2. What amount of Rs /- is shown

on the example card in the
advertisement?
_________________________
_________________________
3. At what sorts of stores can this item be used?
________________________________________________________________________
________________________________________________________________________
4. Why do you think it could be a good idea to buy this for a newly married
couple?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

Activity 2.13: Writing responses when speaking to people

Asking for help or an opinion
Instructions: Write down what you should say to politely ask your manager or a team member for an
opinion or help.
1. You need help to move some heavy cartons and another team member is not busy
at the moment. What could you say to this team member?
________________________________________________________________________
________________________________________________________________________
2. You want your manager to give his opinion about how well you have displayed
some stock. What could you say to your manager?
________________________________________________________________________
________________________________________________________________________
3. You are not sure what your manager wants you to do first because he has given
you two tasks to complete. What could you say to your manager?
________________________________________________________________________
________________________________________________________________________
4. You need to ask a team member about a new stock item so you can explain it
properly to customers. What could you say to the team member?
________________________________________________________________________
________________________________________________________________________
5. You want another team member to help you to take rubbish out to the bin.
What could you say to the team member?
________________________________________________________________________
________________________________________________________________________


Asking for permission.
Instructions: Write down what you should say to ask politely for permission.
1. You would like to take your lunch break early today. What could you say to ask
your manager for permission?
________________________________________________________________________
________________________________________________________________________
2. You need to borrow a pen from the cashier to help a customer to complete a
delivery form. What could you say to ask the cashier if you can borrow a pen?
________________________________________________________________________
________________________________________________________________________
3. You department is selling out of a popular stock item. There is more stock in the
store room. What could you say to ask your manager for permission to go and
get the extra stock?
________________________________________________________________________
________________________________________________________________________
4. You would like rearrange a display that another team member has built because
the stock is mostly sold now, and the remaining stock is untidy. What could you
say to ask the team member if she minds that you change the display?
________________________________________________________________________
________________________________________________________________________
5. You would like to learn about the stock in a different part of the store. What
could you say to ask the manager if you can be trained in the other department?
________________________________________________________________________
________________________________________________________________________


Telling someone information.
Instructions: Write down what you should say to politely explain information to a manager or a team
member.
1. A customer is angry because she bought a product that is faulty. She demands to
speak to the manager. What should you tell the manager about this customer?
________________________________________________________________________
________________________________________________________________________
2. You need to tell another team member that there is a new delivery of stock that
you both have to bring into the store and unpack. What should you say to the
team member?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
3. You need to tell a customer that the product he wants to buy has been ordered
and will arrive at the store on Friday. What should you say to the customer?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
4. You need to tell a team member to unload a stock delivery onto the counter so
you can count the number of items that have been delivered. What should you
say to the team member?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

Activity 2.16 – Explaining information in English

Instructions: Complete this reflection sheet after you have presented retail information in English to
a group of students.
What information did you explain to the students:
________________________________________________________________________
________________________________________________________________________
What English words or phrases did you learn as part of this activity?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
What will you try to do better next time you present information in English to other
people?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

Activity 2.17: Identify product names

Women’s wear products
Instructions: Write down the English names of the products listed below.
Write on the line under each product.
Product Product
_________________________________ ________________________________
_______________________________
________________________________
_________________________________
________________________________
_________________________________
________________________________

Activity 2.18: Comprehension

Article about Cbazaar
Instructions: Read the following information and then answer the questions below. Write your
answers in correct English sentences.
Cbazaar
Cbazaar is the largest online store offering Indian Ethnic Wear that is suitable for men,
women and kids. It is a pioneer in Indian Ethnic Wear and has patronage in over 130
countries.
It offers timeless Indian styles, as well as designer wear, party-wear and everyday fashion.
The Collection includes over 16,000 exquisite designs.
Cbazaar employs over 350 talented fashion designers, dressmakers, programmers,
designers, customer engagement executives and others.
Cbazaar has 3 unique in-house brands using the finest cuts, fabrics and styles:
1 RaiR:
This collection draws its inspiration from the timeless fashion heritage of India. It reinvents
the splendour, richness and beauty of the Mughal era. Every creation is unique and
specially created. These garments are made from 100% pure fabric of superior quality.
2 Bollywood Vogue:
This Bollywood inspired range will make you dazzle on the red carpet or anywhere! Now
dress like your favourite Bollywood star, whilst draped in comfort and high fashion.
3 Modni:
This is trendy Indian Ethnic Wear at affordable pricing. Look chic and stylish every day
with this unique range.
1. Who is Cbazaar’s clothing suitable for?
____________________________________________________________________
2. How many countries is Cbazaar offered in?
____________________________________________________________________
3. How many staff work for Cbazaar?
____________________________________________________________________

4. How many in-house brands does Cbazaar have?
____________________________________________________________________
____________________________________________________________________
5. In your own words, explain what information you would need to know about the
following brands?
RajR:
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
Bollywood Vogue:
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
Modni:
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________

Activity Sheet 2.19

Activity Name – Having a conversation in English
Instructions: Students are to take turns at being relevant characters such as: Sales person, another
team member, a customer or a manager. Students are to role-play spoken conversations in English.
Suggestions of topics of conversation are provided below, but you may think of other retail situations
to role-play.
Suggestions for role play situations:
1. Have a conversation with another team member about asking to swap your next work
shift, so you can go to a friend’s wedding. The other team member does not really want
to swap shifts, so you have to be persuasive.
2. Talk to your manager about why it would be good to change a store display. You think
that the currently displayed stock has been there for too long and is not attracting many
customers. Your manager is not sure what other stock to put there, if the current stock
is moved.
3. Talk to a customer and discuss the weather or another general topic, to be friendly.
4. Ask another team member to explain a product to you, and then have a conversation
about this product and how to recommend it to customers.
5. A tourist asks you for some directions to a local place outside of the store. Explain the
directions so the tourist can get to this other place.
6. A customer asks you about the different types of stock that the store sells. Explain what
stock types are sold in your store.

Assessment Activities
Instructions: Complete the following assessment activities as directed by your trainer.

Assessment activity 1.1 – Research retail stores

Instructions: Observe two retail fashion stores and / or any information about these stores such as
advertising, web sites etc.
Try and identify the following information about these stores, and make notes about
them on this page and the following page.
Name of the store researched:

________________________________________________
Retail format: (tick the boxes that apply for this store)
[ ] Department store [ ] Chain store [ ] Shopping mall
[ ] Supermarket [ ] Warehouse [ ] Home centre
[ ] Big Box or Superstore [ ] General store [ ] Factory outlet
[ ] Specialty store
Business structure: If the store is owner operator, partnership, company etc:
________________________________________________________________________
________________________________________________________________________
Write down what information you can find out about:
How many people are employed there: ________________________________________
If it has a high or low sales volume: ___________________________________________
Services and service levels provided to customers:
________________________________________________________________________
________________________________________________________________________
Merchandise types sold in the store:
________________________________________________________________________
________________________________________________________________________

Assessment activity 1.1 – Research retail stores cont.

Name of the store researched:
________________________________________________
Retail format: (tick the boxes that apply for this store)
[ ] Department store [ ] Chain store [ ] Shopping mall
[ ] Supermarket [ ] Warehouse [ ] Home centre
[ ] Big Box or Superstore [ ] General store [ ] Factory outlet
[ ] Specialty store
Business structure: If the store is owner operator, partnership, company etc:
________________________________________________________________________
Write down what information you can find out about:
How many people are employed there: ________________________________________
If it has a high or low sales volume: __________________________________________
Services and service levels provided to customers:
________________________________________________________________________
________________________________________________________________________
Merchandise types sold in the store:
________________________________________________________________________
________________________________________________________________________

Assessment Activity 1.2 – Communication skills practice

Instructions: Practice your communication skills in role-play situations with other students.
Ask the other students to give you feedback on your communication skills to identify
any opportunities to improve.
Remember that your communication skills include:

 Clear verbal communication  Using listening skills
 Positive non-verbal communication  Overcoming barriers
 Using feedback to clarify details  Using the telephone at work
Role-play situation to take part in Feedback on ways you can improve your
communication skills
Explain some information to other students

about a task they have to complete.
Ask someone for help because you are not

sure how to complete a task
Have a conversation in a busy, noisy

location so you have to listen carefully
while dealing with communication barriers.
Listen to some complicated instructions so

you have to listen carefully and remember
important details
Take a telephone call and tell the caller

some information.
Take a telephone call where you need to

transfer the caller to someone else.

Assessment Activity 2.1 – Job interview skills practice

Instructions: Practice your job interview skills in role-play situations with other students.
Ask others to give you feedback on your abilities to identify opportunities to improve.
Remember that job interviews include answering questions about:
 Previous/current work history  Asking questions

 Completed/current course  Making a positive impression and
 Skills and abilities shaking hands
 Personal attributes
Feedback about your interview abilities, and any opportunities to improve:
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
_________________________________________________________________________
________________________________________________________________________
_________________________________________________________________________

Assessment Activity 2.2: Retail vocabulary

Retail words used for store safety
 Hazard
 Accident
 Procedure
 Flammable
 Manual handling
 Legislation
 Protective
 Report
 Identification
 Concerned
 Training
 Corrosive

A law that people have to follow at work
A process that people have to follow when they

complete a task
When a situation at work is not safe
When an unsafe situation is noticed at work
When staff lift and move stock
Something that will burn easily
A product that can burn the skin
When a staff member tells the manager about a

safety problem
A staff member is worried about a safety problem
When a staff member is taught how to work safely

Assessment Activity 2.3: Retail vocabulary

Retail words used for store security
 Manager
 Theft
 Activated
 Surveillance
 Vigilant
 Minimise
 Apprehend
 Suspicious
 Monitor
 Representative
 High risk

each description)
When a customer is acting like he might be going
to steal
When video is used to watch and record customers
while they are shopping
When a security alarm is working
When staff are always alert to the threat of people

stealing from the store
When staff members carefully watch the stock and
customers in the store
If a team member has company permission to give
refunds to customers
When customers take goods from the store without
paying for them
To reduce the amount of stock that is stolen from
the store
Stock that is most likely to be stolen from a store
When a manager stops a thief from stealing

Assessment Activity 2.4: Retail vocabulary for retail equipment

 Carton cutter
 Weight scale
 Refrigerator
 Stock trolley
 Freezer
 Register
 Fixture
 Conveyor belt
 Marking gun
 Shopping trolley
 Escalator
 Ladder

Equipment with two or four wheels used to move
cartons through the store
Equipment used when customers pay for their
purchases
Sharp knife used to open stock containers
Equipment used to climb up to high stock shelves
Equipment used to keep food frozen
Equipment used to keep food cold
Equipment used by customers to collect items that

they will later purchase
Equipment used to put prices onto stock
Shelving and display space where stock is presented

to customers
Equipment to measure how much of a stock item is
being purchased

Assessment Activity 2.5: Retail vocabulary for report writing

 Enthusiastic
 Volunteer
 Urgent
 Conversation
 Improve
 Impression
 Initiative
 Note pad
 Accurate
 Message
 Satisfactory
 Department

each description)
Meets requirements
The ability to think and act for yourself
Very important and needing attention now
To show you are very interested in something
Sheets of paper to write on
A feeling or idea about someone or something
Written or spoken information that one person must

give to another person
Offer to do something or to help someone else
A part or section of a store
To increase in ability

Assessment Activity 2.6: Describe a retail situation

Write your answers in correct English sentences.
1. Describe the shirt that the salesman is showing to the customer.
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
2. What could the salesman say to encourage the customer to buy the shirt?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

Assessment Activity 2.7: Describe a retail situation

Write your answers in correct English sentences.
1. Why might these staff members need to

clean this sign board?
_____________________________________
_____________________________________
_____________________________________
2. What equipment are they using to clean

it?
_____________________________________
_____________________________________
_____________________________________
_____________________________________
3. What could happen if water is spilt onto the floor while they are cleaning the sign
board?
_________________________________________________________________________
_________________________________________________________________________
4. Where do you think they would have to put the cleaning equipment when they
are finished with it?
_________________________________________________________________________
_________________________________________________________________________

Assessment Activity 2.8: Writing responses when speaking to

people
Explaining directions or giving instructions
Instructions: Write down what you should say to someone to politely explain directions or give
instructions. Write your answers in correct English sentences.
(You may have to pretend some information for your answers or remember details from your work
experience store.)
1. A customer does not know where another department is located in the store.
What could you say to tell her where it is?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
2. A team member does not know where a stock item is located in your department.
What could you say to tell her where this stock is located?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
3. A customer does not know when a purchase can be delivered to her home. What
could you say to tell her when this order can be delivered?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
4. A new team member does not know where the washrooms are located. What
could you say to tell him where they are?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

Assessment Activity 2.9: Writing responses when speaking to

people
Apologise to someone.
Instructions: Write down what you should say to politely apologise for a problem that you or your
store has caused. Write your answers in correct English sentences.
1. A manager is angry because you forgot to complete a task. What can you say to
apologise to the manager?
________________________________________________________________________
________________________________________________________________________
2. A team member is annoyed because you came back late from your break so he
had to wait for his turn. What can you say to apologise to the team member?
________________________________________________________________________
________________________________________________________________________
3. A customer is angry because the store is very busy and it is taking too long to get
service at the cashier’s counter. What can you say to apologise to the customer?
________________________________________________________________________
________________________________________________________________________
4. You accidently bumped against a team member as you carried stock past where
she was standing. What can you say to apologise to the team member?
________________________________________________________________________
________________________________________________________________________
5. You made an unkind comment to a team member and now realise it was not a
fair thing to say. What can you say to apologise to the team member?
________________________________________________________________________
________________________________________________________________________

Assessment Activity 2.10: Identify product names

Menswear products
Products Products
________________________________ ___________________________
_______________________________
________________________________
_______________________________ _______________________________
_______________________________
_______________________________

Assessment Activity 2.11: Identify product names

Children’s products
Product Product
_________________________
___________________________
_______________________________
_______________________________
_____________________________ _____________________________
_____________________________ __________________________

Assessment Activity 2.12: Comprehension

Article about the Indian retail sector
The retail sector in India is one of the largest sectors in the country. This sector includes
wholesale businesses. It employs 10% of all working Indians. On average, 5 people are
employed in each retail store, but this average does not show that some large, modern retail
stores employ many staff while other small businesses employ no or few staff.
The sector has grown strongly in recent years. From a survey of almost 2,000 retail
businesses, the following problems were identified.
 Electricity supply problems: 33% of the surveyed retail businesses rated poor
electricity supply their most important problem. When power went out, many
customers did not go shopping and stock did not look appealing without full lighting.
 Finance access: 16% of retail businesses surveyed indicated that they could not
develop their businesses further, because they could not get bank loans to help them
expand.
This is a summary of an article written by Mohammad Amin.
1. What other type of businesses are included with retail stores, when the article is
referring to the retail sector?
____________________________________________________________________
2. What percentage of all Indian employees is employed in the retail sector?
____________________________________________________________________
3. How many retail businesses were surveyed to identify problems in the retail
sector?
____________________________________________________________________
4. What problems occur when retail stores lose their electricity supply?
____________________________________________________________________
5. What percentage of business said that finance was a problem?
____________________________________________________________________
6. Who wrote the original article from which this summary has been written?
____________________________________________________________________

Activity 2.13: Comprehension

Register scanning procedure
Scanning procedure
Stock is scanned in our store to record product information when stock is delivered and
when it is sold.
Instructions:
 Locate the bar code and hold the stock item firmly
 Move the stock item’s bar code past the scanning sensors
 The scanner will beep when the item has scanned successfully
 If the bar code does not scan successfully:
o Smooth out the bar code with your hand in case the bar code is crumpled,
then scan it again
o Clean the scanner glass with a soft cloth as dirty glass will prevent the scanner
from working
 If the scanner will not scan after smoothing the bar code and cleaning the glass, then
contact your supervisor
Scanner glass should be cleaned at least once per day as part of your usual cleaning duties
1. How do you know that the scanner has successfully scanned a bar code?
___________________________________________________________________
___________________________________________________________________
2. What are two ways to try and fix the problem when a scanner will not scan a bar
code?
1. _________________________________________________________________
2. _________________________________________________________________
3. What are you expected to do if a scanner will not scan bar codes after you have
tried to fix the problem yourself?
___________________________________________________________________
___________________________________________________________________
4. When are you expected to clean the scanner glass?

___________________________________________________________________

Notes

Glossary of Terms
(Add your own words or terms and explanations)
Term Definition

Student Feedback Sheet

Week Commencing: / / Location:______________________________
Name: _____________________________________________________________________
Module topic: ______________________________________________________________
Overall, how would you rate this session? (Please tick)

FAIR GOOD VERY GOOD EXCELLENT
What did you enjoy most about your training in this module?
What session(s) did you enjoy the most and why?
How will this training help you in gaining work?
Did you find the trainer helpful and willing to involve all participants?
How were you encouraged to have input?
How could the training/content/activities be improved?
Any further comments?

Work Effectively in Retail

A Day in the Life of…

Arjun works in an exciting team environment in a fashion store. He has become good friends
with many of his co-workers and Arjun now socialises with them outside of work.
He has learned how to work

cooperatively and to help other team
members. Arjun has also had to
overcome some personal conflict when
he did not get on with another team
member. Now they respect each other’s
differences and still work together to get
their tasks completed.
Arjun keeps a task list in a notebook to plan his day and week so he remembers to complete
tasks on time.

Module(s) Overview
This module includes the skills and knowledge that entry-level retail employees in a fashion
store need to be able to work cooperatively with team members, get work completed, and
overcome simple team conflict situations.
This Student Workbook contains the following National Occupational Standards (NOS):
NOS 3: NOS 4:
 NO 130: To create a positive image of self  NO 130: To create a positive image of self
and organisation in the customer’s mind and organisation in the customer’s mind
 NO 137: To work effectively in your team  NO 137: To work effectively in your team
 NO 138: To work effectively in your
organisation
The objectives of this module(s) are to achieve competency in the following areas:
Day One:
Presenting yourself at work to meet store grooming, hygiene and behaviour

requirements
 Completing tasks properly while following legislation and store procedures
Day Two:
 Working with other team members to meet store and team targets and personal goals
 Dealing with team conflict that is occurring between team members
Module Design
Session Session and Activities Method Tools/Equipment/Props Duration
No.
1 Presenting yourself at work Theory development 1. PPT for this session 2 hrs.
and data projector
Completing tasks properly Revision activity 2 hrs.

2 Working with other team Theory development 1. PPT for this session 2 hrs.
members Revision activity and data projector
Skills practical
Dealing with conflict 2 hrs.

Session 1 Overview
Session Name: Presenting yourself at work & completing tasks
properly
Session Objective
To be able to:
 Explain and identify how to present for work using appropriate grooming and
personal hygiene standards, wearing correct clothing and shoes, and using work-place
appropriate behaviour.
 Follow store procedures, rules and legislation requirements while completing tasks
properly.
 Personal hygiene standards
 Following personal hygiene and clothing standards
 Standards for preferred dress and uniforms
 Behaviours expected of employees
And:
 Store procedures and rules
 Reading and understanding store procedures
 How to ask questions to confirm how tasks are meant to be completed
 How to prioritise and plan task completion
 How to complete tasks efficiently
 From whom to seek advice or assistance
Duration
4 Hours
This is the first of two sessions. It includes the theory and skills required to be able to present
at work with appropriate grooming and personal hygiene, and using appropriate workplace
behavior.
shopping experiences and / or from any industry excursions in which you participate.
Assessment
You will complete Activity Sheets through throughout the session and also complete
Assessment Activities as part of the session’s review and / or homework. All Activity Sheets
and Assessment Activities will be reviewed by your trainer.

Session 1 Slides
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Activity Sheet 1.1

Instructions: Read the situations in the left hand column of the table below.
Comment on what the staff member should do in each situation.
Situation Comment on what the staff member should do

Anisha is rostered to work tomorrow. What should Anisha do about her painted nails?
She painted her nails for a celebration last night.
Her store does not allow staff to wear nail polish.
Mahan has come home from work and notices What should Mahan do about his trouser hem?
that the hem on his uniform trousers has come
loose and needs mending. He is rostered to work
again tomorrow.
Panna has just found her store name tag at home. What can Panna do so she does not keep losing
She often loses it and never remembers where her store name tag?
she has put it. Today, she may even arrive at
work late because she took so long to find her
name tag.
Sala has fully enclosed shoes that she usually What should Sala do so she has the right shoes to
wears to work. The store where she works insists wear to work tomorrow?
that staff wear fully enclosed shoes to protect
their feet. Sala’s shoes broke yesterday and she
is meant to work again tomorrow.
Sahil has just started to work for a store that What should Sahil do so he understands the
provided him with a uniform to wear. He does uniform requirements?
not understand if the uniform is his to keep or if
he has to return it to the store if he stops working
there.

Activity Sheet 1.2

Instructions: Think of a retail store that expects staff to wear a preferred dress or uniform.
 Decide what hygiene, grooming and clothing standards a new staff member would be
expected to follow
 Draw and / or write your requirements in the table below.
Store: _____________________________________________________________________
Draw and / or write what hygiene, grooming and clothing standards a new staff member would
be expected to follow

Activity Sheet 1.2 cont.

Instructions: Think of a retail store that expects staff to wear a preferred dress or uniform.
Decide what hygiene, grooming and clothing standards a new staff member would be
expected to follow
Draw and / or write your requirements in the table below.
Store: _____________________________________________________________________
Draw and/or write what hygiene, grooming and clothing standards a new staff member would
be expected to follow


Instructions: Look at the pictures below.
Answer the questions about the staff members’ personal hygiene, grooming and presentation.
What part of this staff member’s

personal hygiene and grooming will the
customer especially notice when she is
purchasing?
This staff member holds up shirts so he

can explain them to customers. What
personal hygiene and grooming
standards will he need to comply with,
so his own clothing looks presentable?

Activity Sheet – 1.3 cont.
What personal hygiene and

grooming requirements
might this staff members
have to think about when
she has completed steaming
the garments?

Activity Sheet 1.4

Instructions: Read the case study below and then answer the questions.
Natesh had started working for a large fashion store in Hyderabad. He was given a uniform and a
name tag to wear each day. He kept his clothes clean and tidy and always remembered to wear his
name tag. He was very proud of his job and hoped that he could one day become a manager.
Natesh liked to meet his friends straight after their work shifts finished. Sometimes they met near
the store in a small park. Natesh enjoyed telling jokes and stories so he sometimes told his friends
about what was happening in the store. He told them one story about an angry customer, and another
story about how his manager, Mr. Pathak, got annoyed with a team member, Gaya, when she
completed a task incorrectly. He and his friends laughed a lot and had a good time together.
Natesh liked to smoke cigarettes. He was not allowed to do this at work and he always followed the
store rules while he was working. On his way home and when he met his friends, Natesh would
often smoke.
One day at work, Natesh was surprised that his manager asked to speak to him about his behavior.
Customers had complained to the store about his behavior, and they knew his name and where he
worked. Another staff member had also complained that he gossiped about her.
Natesh did not understand what he had done wrong because he was always polite and well behaved
at work.
Questions:
What had Natesh done that could have prompted customers to complain about his behavior?
___________________________________________________________________________
What had Natesh done that prompted the staff member to complain about his behavior?
___________________________________________________________________________
How would customers have known where he worked?
___________________________________________________________________________
How should Natesh behave when he is not working but is recognizable as a store employee?
___________________________________________________________________________

Activity – 1.5 a)
Activity Name – Understand a store grievance procedure
Instructions: Read the store procedure below and then answer the questions on the
following page.
Fashion Fair - Staff Grievance Procedure

This store does not support the behavior of any employee who bullies, discriminates, harasses or
sexually harasses anyone else.
Staff may officially report any poor treatment by a manager or a team member. Follow the procedure
below to report any incident:
1. Obtain a Grievance Form. These are available from the Personnel Department and may also
be found in the staff room.
2. Complete the form with details of the situation about which you are complaining.
Include:
 The full name of the person against whom you are complaining, so there is no
confusion about the identify
 The full names of any staff who witnessed the incident or situation, so they can be
interviewed if necessary
 A simple explanation of what happened in the incident or situation you are reporting
3. Sign the form to show you are submitting an honest and serious complaint.
4. Date the form so the Personnel Department can identify when the form was submitted.
5. Give the completed form to the Personnel Department officers or put it in the Grievance Box
in the staff room.
This store treats all complaints seriously and expects team members to use this process only for
genuine grievance situations.
The Personnel Department will contact you about your grievance and attend to all grievance claims
within five working days.

Activity – 1.5 a) cont.

Complete the questions below about the Ladder Use Procedure on the previous page:
1. What is the name of the form that needs to be completed to complain about poor treatment
by a manager or team member?
__________________________________________________________________________
2. Why is it necessary to write the full name of the person about whom you are complaining?
__________________________________________________________________________
3. Why is it necessary to write the full names of any witnesses?
__________________________________________________________________________
4. Why do you need to sign the form before submitting it?
__________________________________________________________________________
5. Why do you need to date the form before submitting it?
__________________________________________________________________________
6. Where are you supposed to lodge a completed form?
__________________________________________________________________________

Activity – 1.5 b)
Activity Name – Understand s store procedure
Instructions: Read the store procedure below and then answer the questions on the
following page.
Fashion Fair - Ladder Use

Procedures
When using any of the store’s ladders, you must follow
the procedure below:
1. Check the ladder to ensure it is in good condition prior to use. This includes checking that
the steps are secure and the locking device is working.
2. Carry and erect the ladder carefully so team members and customers are not injured.
3. Place the ladder close to the required site so you do not have to lean too far from the ladder.
4. Place the ladder on level ground so it does not tip when you are climbing.
5. Climb the ladder carefully wearing full shoes so balance is maintained and you do not slip.
6. Follow the ladder instructions and climb no higher than the second step from the top of the
ladder. The top step is only for supporting the weight of any stock and to assist you to
balance.
7. Place / remove stock loads carefully using safe lifting and manual handling techniques.
8. Remove the ladder and return it to the correct storage location as soon as possible so no one
can trip over it.
9. Report any damaged ladder to the manager immediately.
10. Remove any damaged ladder from use so other staff members do not use a faulty ladder.

Activity – 1.5 b) cont.

Complete the questions below about the Ladder Use Procedure on the previous page:
1. What do you check to make sure the ladder is safe to use?
1) ___________________________________________________________________
2) ___________________________________________________________________
2. Why do you need to place the ladder close to the site where you will be working?
__________________________________________________________________________
3. Why is it important to wear full shoes when climbing a ladder?
__________________________________________________________________________
4. How high should you climb on a ladder?
__________________________________________________________________________
5. Why is it important to put the ladder way promptly after use?
__________________________________________________________________________
6. Who should you tell if you notice that a ladder is damaged or faulty?
__________________________________________________________________________


Instructions: Read the following situations. Then answer the questions.
Situation Answer the following questions

Param was told to move some cartons of shirts to What legal requirement did Param break when he
another part of the store. He was told to follow the did not follow the trolley-use procedure?
trolley-use procedure. This meant that he had to
move the stock in two different loads or he would _________________________________________
be overloading the trolley.
Param decided it would be quicker to move the What problems could have occurred when Param
stock a different way. He loaded all the stock onto moved all the stock in one load?
the trolley and took it all in one load.
_________________________________________
Viraj and Sala were cleaning some stock shelves What legal requirement did Viraj break when he
ready for the new stock to be displayed. Sala was laughed about Sala being a female?
not as fast at cleaning the shelves because she had
not done this task before. Viraj laughed at her and _________________________________________
said she was weak and only a girl.
_________________________________________
Viraj liked Priya and wanted her to go out with him. What legal requirement could Sala break if she sells
They both worked in the same fashion store. Viraj cigarettes for her friend?
asked her several times to go out with him but Priya
always said no. He kept asking her out and _________________________________________
commenting about how beautiful she looked. Priya
was embarrassed as she just wanted to do her work _________________________________________
and she was not interested in Viraj.
After several days, Priya no longer wanted to go to What should Sala do?
work because of Viraj’s comments and behavior.
_________________________________________
_________________________________________


Instructions: Look at the illustrations below. Then answer the questions.
This fashion team member has noticed a

mark on the front of the cabinet which
displays the women’s accessories and
jewellery.
Aside from cleaning the display case front

panel, what other cleaning tasks could she
complete while she is in this part of the store?
______________________________________
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This staff member is steaming clothes to remove

any wrinkles. She will also have to check they
are hung properly on the clothes hangers and
then put each of the steamed clothes into the
store’s stock displays.
Suggest what other tasks she could combine

with steaming the clothes?
______________________________________
______________________________________
______________________________________
______________________________________

Session 2 Overview
Session Name: Working with other team members & dealing
with conflict
Session Objective:
To be able to:
 Work cooperatively within a store team

 Address and resolve team member conflict
 Know team members’ roles and responsibilities
 Understand store and team targets
 How to meet team targets
 How to develop individual goals from team targets
 How to use a task list
 Strategies to use when tasks cannot be completed on time
 How to identify own abilities and learning needs
and
 Causes of conflict
 Levels of conflict
 How to discuss conflict
 Open and positive body language
 How to agree on a solution
 Legal requirements to comply with
 Store procedures to comply with
This is the second of two sessions. It includes the theory and skills required to be able to
follow store procedures, rules and legislation requirements while completing tasks properly.
shopping experiences and / or from any industry excursions in which you participate.
Assessment
You will complete Activity Sheets through throughout the session and also complete
Assessment Activities as part of the session’s review and / or homework. All Activity Sheets
and Assessment Activities will be reviewed by your trainer.

Session 2 Slides
Slide 1 Notes
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Activity Name – Case study - completing tasks
Instructions: Read the following case study and answer the questions on the following page:
Vishal has been working in a fashion store for several months. He really enjoys working there but
gets annoyed because he thinks that he is usually given boring jobs to do. Most of the other team
members in the store have worked there for a longer time, but Vishal thinks that he could do their
jobs as well as they do - maybe even better.
This morning, he was told to sweep and mop the shop floor. He had done this job many times, knew
what to do, but could not be bothered doing it properly today. When he swept along the aisles, he
just pushed the dirt under the stock shelves instead of collecting it in the dustpan. He thought that no
one would really care. Vishal worked very slowly when he mopped the floor. He did not erect a
safety sign on the slippery floor because he did not want to have to go and get the sign, and he knew
that the floor would dry quickly.
Later, he was told to check some stock to make sure that the items had the correct price written on
their tickets, and that all price tickets were clean and tidy. He checked some of them but got bored
and did not check the rest of the stock. He told his manager that he did check all of the stock. His
manager looked through the stock and found some items had old price tickets that were incorrect,
and other price tickets were dirty and needed to be replaced.
Vishal found out that another team member, Mahan, was being taught how to print price tickets and
attach security tags to the more expensive fashion stocks. Vishal had not been taught how to do this.
Vishal became angry that he had not been given this opportunity to learn a new task when he had
been employed at the store for longer than Mahan.


Activity Name – Case study - Completing tasks
Questions:
Vishal already knows how to complete tasks properly. How could he improve the standard of his
work?
_________________________________________________________________________________
_________________________________________________________________________________
Why might this store be teaching a newer staff member to do more complicated tasks, instead of
teaching Vishal?
_________________________________________________________________________________
_________________________________________________________________________________
What problems could occur in the store because Vishal is not following the procedure when he
cleans floors?
_________________________________________________________________________________
_________________________________________________________________________________
What problems could occur in the store if Vishal is not properly checking the use-by date on food
products?
_________________________________________________________________________________
_________________________________________________________________________________


Activity Name – Assisting other team members
Instructions: Read the following situations and answer the questions provided below:
Situations Questions
Natesh does not have any customers in his What should Natesh do?
stock area at the moment. Sunil looks after the
area next to him, and Sunil has customers who ______________________________________
are waiting for assistance.
______________________________________
Devi has to complete a count of some stock How can Sala help Devi?
before the end of her shift. She has been very
busy with customers all morning and has not ______________________________________
been able to start the stock count. Sala also
works in that section but customers have not ______________________________________
come into the area where she is standing.
Dinesh has to move some cartons of stock into How can Nandi assist Dinesh?
the store and put them on display. He cannot
lift and move the cartons very quickly by ______________________________________
himself because they are so heavy. Nandi also
works in that part of the store and he is not ______________________________________
busy with customers at the moment.
Malika is a cashier and she cannot leave the How can Sunil help Malika?
cashier desk. She is running out of bags in
which to pack customers’ orders. Sunil works ______________________________________
in the store near the cashier desk and he is not
busy with customers at the moment. ______________________________________


Activity Name – Developing individual goals
Instructions: Read the following sales target information. Calculate what your personal sales
goals should be so you know how many sales to try and achieve.
Situations What your personal goals should be
Your department’s sales budget is Rs 100 000 How many Rs /- in sales should you achieve per
/- for the day. day: ____________________________________
There are five people who work in this
department. How many Rs /- in sales should you achieve per
Your work shift is 10 hours per day. hour: ___________________________________
Your department’s sales budget is Rs 82 500 /- How many Rs /- in sales should you achieve per
for the day. day: ____________________________________
There are three people who work in this
department. How many Rs /- in sales should you achieve per
Your work shift is 12 hours per day. hour: ___________________________________
How many Rs /- in sales should the store

achieve per day:
Your store’s sales budget is Rs 950 000 /- for ________________________________
the week. The store is open for trading seven
days per week. How many Rs /- in sales should your
Your department takes 25% (a quarter) of the department achieve per day: ________________
store’s sales.
There are three people who work in this How many RS /- in sales should you achieve per
department every day. day: ____________________________________
Your work shift is 11 hours per day.
How many RS /- in sales should you achieve per
hour: ___________________________________


Activity Name – Developing a task list
Instructions: Use the task list below and write down some commonly expected daily and
weekly tasks that you might need to complete when you work in a retail store.
Daily tasks Weekly tasks
_____________________________________ _____________________________________
_____________________________________ _____________________________________
_____________________________________ _____________________________________
_____________________________________ _____________________________________
_____________________________________ _____________________________________
_____________________________________ _____________________________________
_____________________________________ _____________________________________
_____________________________________ _____________________________________
_____________________________________ _____________________________________
_____________________________________ _____________________________________
_____________________________________ _____________________________________
_____________________________________ _____________________________________


Activity Name – Communicate with the manager about task completion
Instructions: Conduct a role play where the Team Member explains to the Manager what
tasks have been completed so far, and what tasks may not be completed on time. The
observer (or the Manager) is to note their observations on the checklist below.
Student name: ______________________________________________________________
Observer name: _____________________________________________________________
Procedure to follow Meets r’ments Comments

Yes  No 
Find out/organise the information that the
manager needs to know:
Identify what tasks have to be done, any

equipment to organize to complete the tasks,
estimated time needed to complete the tasks
etc.
Explain the situation clearly:
Explain what specific tasks have not been

completed
Suggest how and when the task could be

completed
Suggest idea for how the tasks could be

completed, such as asking if another team
member can assist
Explain or show what tasks have been

completed
Make sure that the manager can easily identify

the priority of the remaining tasks
Use respectful language and tone of voice
Make sure that the staff member sounds willing

and enthusiastic, and not lazy


Activity Name – Deal with team conflict
Instructions: Conduct a roleplay where you and an employee have a work or personal
conflict to resolve. The Observer must note their observations on the checklist below.
Student name: _______________________________________________________________
Observer name: ______________________________________________________________

Yes  No 
Identify the cause of conflict
 Identify if it is a work or personal problem
that is causing the conflict
Identify the level of conflict
 Identify if it is a minor, intermediate or
major conflict situation
Discuss the conflict

 Ask to discuss the situation
 Do not accuse or be aggressive
 Explain own opinion
 Listen carefully to the other person
 Do not become angry or offended
Use open and positive body language
 Use open body language
 Use non-threatening behaviour
 Use a neutral tone of voice
Agree of a solution
 Identify how to agree to a solution
 Refer unsolved conflict to the manager
Comply with legal requirements
 Do not discriminate
 Do not bully or harass
Comply with store procedures
 Behave moderately and professionally
 Continue to use correct work methods and
equipment
 Complete tasks properly


Activity Name – Deal with team conflict
Instructions: Conduct a role play where you and an employee have a work or personal
conflict to try and resolve. The Observer (or the Employee) is to note their observations on
the checklist below.
Student name: _______________________________________________________________
Observer name: ______________________________________________________________

Yes  No 
Identify the cause of conflict
 Identify if it is a work or personal problem
Identify the level of conflict
 Identify if it is a minor, intermediate or
Discuss the conflict
 Ask to discuss the situation
 Do not accuse or be aggressive
 Explain own opinion
 Listen carefully to the other person
 Do not become angry or offended
Use open and positive body language
 Use open body language
 Use non-threatening behaviour
 Use a neutral tone of voice
Agree of a solution
 Identify how to agree to a solution
 Refer unsolved conflict to the manager
Comply with legal requirements
 Do not discriminate
 Do not bully or harass
Comply with store procedures
 Behave moderately and professionally
 Continue to use correct work methods and
equipment
 Complete tasks properly

Assessment Activities
The following pages contain assessment activities which students can complete as part of the
training delivery and / or as revision homework.

Assessment 1.1 – Personal hygiene and grooming

Instructions: Answer the following questions about personal hygiene and grooming
requirements that apply in retail stores.
1. What is one important personal hygiene requirement for people who work in retail fashion
stores, for each of the following:
a) Bath or shower: _______________________________________________________________
b) Hair: ________________________________________________________________________
c) Hands: ______________________________________________________________________
d) Fingernails: __________________________________________________________________
2. What is one important point to remember about grooming standards for each of the
following:
a) Length of hair: ________________________________________________________________
b) Hair colour: __________________________________________________________________
Answer the following if you are male:
Moustache: _______________________________________________________________________
Face: ____________________________________________________________________________
Answer the following if you are female:
Hair accessories: ___________________________________________________________________
Cosmetics: ________________________________________________________________________

Assessment 1.2 – Uniform/preferred dress standards

Instructions: Answer the following questions about uniform or preferred dress requirements
that apply in retail stores.
1. What are two important uniform or preferred dress standards , for each of the following:
Clothes:
1) _______________________________________________________________________________
2) _______________________________________________________________________________
Shoes:
1) _______________________________________________________________________________
2) _______________________________________________________________________________
Name tags:
1) _______________________________________________________________________________
2) _______________________________________________________________________________
2. What can you do to organize clean clothing for each day that you are working?
__________________________________________________________________________________
__________________________________________________________________________________

Assessment 1.3 – Being an appropriate store representative

Instructions: Answer the following questions about being an appropriate store representative
at work and away from work.
1. Why must you always follow store rules?
__________________________________________________________________________________
2. What are two ways to behave moderately when you are at work?
1) _______________________________________________________________________________
2) _______________________________________________________________________________
3. What is one way to treat customers with respect?
__________________________________________________________________________________
4. What is an example of how you can make a suggestion to your manager, so you sound
polite and respectful?
__________________________________________________________________________________
__________________________________________________________________________________
5. What is an example of how you can be an appropriate store representative when you are
on your way to work or on your way home after your shift has ended?
__________________________________________________________________________________
__________________________________________________________________________________

Assessment 1.4 – Store procedures and rules

Instructions: Answer the following questions about procedures and rules in retail stores.
1. What is the meaning of the word: procedures?
__________________________________________________________________________________
__________________________________________________________________________________
2. What are two examples of procedures that a retail fashion store may have:
1) _______________________________________________________________________________
2) _______________________________________________________________________________
3. What is the meaning of the word: rules?
__________________________________________________________________________________
__________________________________________________________________________________
4. What are two examples of rules that a retail fashion store may have:
1) _______________________________________________________________________________
2) _______________________________________________________________________________

Assessment 1.5 – Understanding a procedure

Instructions: Read the store procedure below and then answer the questions on the following
page.
Stock procedures for displaying stock

on clothes hangers
When displaying any clothing on clothes hangers, follow the
procedure below:
1. Before unpacking any stock, make sure the hanging rack is empty or there is enough space
among the existing stock to fit the new stock items.
2. Leave the new stock in the delivery cartons so stock is not unpacked where it may fall and
get dirty.
3. Move the stock cartons on the delivery trolley, without overloading the trolley so that stock
does not fall off.
4. Unpack each carton and hang each item immediately onto a clothes hanger, then place the
hanger straight onto the hanging rack. This is to stop clothes falling to the floor and
becoming dirty.
5. Place each clothes hanger so the hangers and stock items all face the same way.
6. Straighten each clothes item so it looks appealing to customers.
7. Remove cartons and any other waste immediately so they do not cause a tripping hazard.
8. Return the trolley immediately to the storage bay.

Assessment 1.5 – Understanding a procedure cont.

Instructions: Answer the questions below about the procedure on the previous page.
1. What do you need to do before you unpack any stock?
___________________________________________________________________________
2. Why should you leave the new stock in the delivery cartons until you are ready to
unpack it?
___________________________________________________________________________
3. How are you meant to move the stock to the hanging racks?
___________________________________________________________________________
4. Why are you meant to unpack and then immediately hang each item?
___________________________________________________________________________
5. Where should the clothes hangers and the stock items face?
___________________________________________________________________________
6. How do you make the items look appealing to customers?
___________________________________________________________________________
7. What do you need to remove and put away after you have hung the stock?
___________________________________________________________________________

Assessment 1.6 – Legal requirements

Instructions: Answer the questions below about the legal requirements that apply when
working in a retail store.
What is an example of what retail employees must do, so they comply with the following legal
requirements:
a) Health and safety:
__________________________________________________________________________
__________________________________________________________________________
b) Discrimination:
__________________________________________________________________________
__________________________________________________________________________
c) Bullying and harassment:
__________________________________________________________________________
__________________________________________________________________________
d) Sexual harassment:
__________________________________________________________________________
__________________________________________________________________________

Assessment 1.7 - Completing tasks properly

Instructions: Answer the questions below about how to complete store tasks properly.
1. What is one way to make sure that you understand how to complete a task, before you
start the task?
____________________________________________________________________________
2. How can you find out what task is the most urgent, when you have been told to complete
several tasks?
____________________________________________________________________________
3. What is an example of when you might be able to complete two tasks by combining them
into the same activity?
____________________________________________________________________________
4. What is an example of when you could clean-as-you-go so that a task is completed

efficiently?
____________________________________________________________________________
This team member is putting away an item of

stock.
What other cleaning or tidying tasks could she
complete while she is doing this task?
________________________________________
________________________________________
________________________________________
________________________________________
________________________________________

Assessment 1.8 – Case study: Completing tasks properly

Instructions: Read the following case study and then answer the questions below.
Gaya had been working in the store for several weeks, usually working in the women’s clothing
department.
As well as attending to customers, Gaya has some tasks that she has to do every day. These include
tidying the stock, unpacking new orders, sweeping the floor and removing any rubbish from the area.
Gaya went to the store room and got the broom and dustpan so she could sweep the floor. The store
room was on the other side of the shop, so it took several minutes to walk there.
After sweeping, she took the broom back to the store room. Once she got back to the department,
she realized that she forgot to return the dustpan, so she went back to the store room again.
Later on, Gaya unpacked some new stock. She dropped the carton packing materials onto the floor
as she unpacked and hung each stock item. Then she needed a bin to collect the packing materials so
she went back to the store room to get it. One the way, she stopped and talked to Malika who worked
in another department.
Later in the day, Gaya felt that she had worked very hard. Her department was clean and tidy, and
she felt tired from all of her hard work.
She was surprised and annoyed when her manager told her that she needed to stop wasting time.
How did Gaya waste time?
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
How could she have planned her tasks so they were completed more efficiently?
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________

Assessment 2.1 – Meeting team targets case study

Instructions: Read the following case study and then answer the questions below.
Gaya is still working in the women’s clothing department. There were not many customers in Gaya’s
department this morning, so she completed her cleaning tasks early. She did not like cleaning tasks,
so she was glad to have them finished for the day.
At a recent staff meeting, everyone was told to put up signs about the store’s sales promotion. Gaya
was not sure if she was supposed to do that because her department did not have any stock in this
promotion. Gaya left the signs in the store room and did not put them up.
The staff in the nearby departments were very busy as they had stock in the promotion. Many
customers were coming into the store to buy the bargains, so the staff were busy attending to
customers. They did not have time to tidy the stock or clean the floors, and they were running out of
stock and needed more stock from the store room.
Gaya knew that she was meant to assist other team members if she was not busy, but she decided to
stay in her own department so she did not have to help them. Gaya thought it was their own problem
if the other staff could not get some of their tasks completed. So Gaya just keep rearranging the stock
and making small adjustments to the displays so her manager would see that she was busy.
What should Gaya have done, if she did not know whether she was meant to put up any
sale signs?
___________________________________________________________________________
How could Gaya have helped the staff who were busy in the nearby departments?
___________________________________________________________________________
___________________________________________________________________________
Is Gaya being a cooperative and helpful team mate? Explain your answer.
___________________________________________________________________________
___________________________________________________________________________

Assessment 2.2 – Developing individual goals

Instructions: Answer the questions below about developing individual goals to help the team
meet required targets.
1. Calculate your own daily sales goal from the information provided below:
A store has a weekly sales target of Rs 15,00,000/-. The store is open six days per week.
a) What is the sales target for the store, per day: _____________________________________
Your department is expected to achieve 20% of this target.
b) What is the sales target for your department, per day: _______________________________
There are six staff who work in your department who share equal sales targets.
c) What is your own sales goal per day: ___________________________________________
2. What is a task list?
_____________________________________________________________________________
_____________________________________________________________________________
3. Why is it useful to develop and keep a task list?
_____________________________________________________________________________
_____________________________________________________________________________
4. What are two different strategies that you could try, if you think that you may not get
some tasks completed on time?
_____________________________________________________________________________
_____________________________________________________________________________

Assessment 2.3 – Identify own learning needs

Instructions: Answer the questions below about identifying your own learning needs and
deciding how to improve your abilities
Think about your own ability to work in a retail fashion store.
1. What skills do you think you will need to develop so you can gain employment in a
retail fashion store?
______________________________________________________________________________
______________________________________________________________________________
2. How can you develop these abilities?
______________________________________________________________________________
______________________________________________________________________________
3. Who can you ask for assistance or advice about what to learn or how to develop these
abilities?
______________________________________________________________________________
______________________________________________________________________________
4. How can you check your own development to see if your abilities are improving?
______________________________________________________________________________
______________________________________________________________________________

Assessment Activity – 2.4 Understanding team conflict

Instructions: Answer the questions below about team conflict.
1. What is an example of the following causes of conflict:
a) Work related: ______________________________________________________________
b) Personal: __________________________________________________________________
2. Write down the correct level of conflict against each of the explanations below.
Choose from: Minor, Intermediate, And Major.
Explanation Write down the level of conflict

in the spaces below
The team members argue openly and the conflict affects
their work and customers’ perceptions of the store
Team members feel uncomfortable working together but
their work is not affected.
The conflicting team members may argue quietly, and other

team members may be expected to agree with one or the
other.
3. Two team members are discussing their conflict. One team member is explaining why
she does not approve of the other employee’s work behavior. Rewrite or change the
following comments so they are not accusing or aggressive.
Comment Rewrite the comments in the spaces below.

You never get your work finished on
time!
It is always your fault when we are

behind with our work!
You never do anything properly!

Assessment Activity – 2.5 Deal with team conflict

Instructions: Conduct a role play where you and an employee have a work or personal conflict to
resolve. The employee (or an observer) is to note their observations on the checklist.
Student name: _______________________________________________________________
Observer name: ______________________________________________________________

Yes  No 
1. Identify the cause of conflict
Identify if it is a work or personal problem
2. Identify the level of conflict

Identify if it is a minor, intermediate or
3. Discuss the conflict

Ask to discuss the situation
Do not accuse or be aggressive
Explain own opinion
Listen carefully to the other person
Do not become angry or offended
4. Use open and positive body language
Use open body language
Use non-threatening behaviour
Use a neutral tone of voice
5. Agree of a solution
Identify how to agree to a solution
Refer unsolved conflict to the manager
6. Comply with legal requirements
Do not discriminate
Do not bully or harass
7. Comply with store procedures
Behave moderately and professionally
Continue to use correct work methods and
equipment
Complete tasks properly

Assessment Activity – 2.6 Deal with team conflict

Instructions: Conduct another role play where you and an employee have a work or personal conflict
to resolve. The employee (or an observer) is to note their observations on the checklist.
Student name: _______________________________________________________________
Observer name: ______________________________________________________________

Yes  No 
1. Identify the cause of conflict
Identify if it is a work or personal problem
2. Identify the level of conflict

Identify if it is a minor, intermediate or
3. Discuss the conflict

Ask to discuss the situation
Do not accuse or be aggressive
Explain own opinion
Listen carefully to the other person
Do not become angry or offended
4. Use open and positive body language
Use open body language
Use non-threatening behaviour
Use a neutral tone of voice
5. Agree of a solution
Identify how to agree to a solution
Refer unsolved conflict to the manager
6. Comply with legal requirements
Do not discriminate
Do not bully or harass
7. Comply with store procedures
Behave moderately and professionally
Continue to use correct work methods
and equipment
Complete tasks properly

Notes


Glossary of Terms
(Add your own words or terms and explanations)
Term Definition

Student Feedback Sheet

Week Commencing: / / Location: ______________________________
Name: _____________________________________________________________________
Module topic: ______________________________________________________________
Overall, how would you rate this session? (Please tick)

FAIR GOOD VERY GOOD EXCELLENT
What did you enjoy most about your training in this module?
What session(s) did you enjoy the most and why?
How will this training help you in gaining work?
Did you find the trainer helpful and willing to involve all participants?
How were you encouraged to have input?
How could the training/content/activities be improved?
Any further comments?

Excursion 1

Module(s) Overview
This module involves taking the students to relevant retail stores so they can observe retail
business operations, and learn from their observations. It also includes an overview of fashion
retailing as an introduction to the specific product knowledge that will be covered on the
following days of this course.
The objectives of this module(s) are to:
Session 1:
Attend an Industry Excursion and observe the following retail operational aspects:
 Staff presentation and communication skills

 Customer service and selling standards
 Store safety
Session 2:
 Debrief on the observations of, and what was learned from, the Industry Excursion
 Understand an overview of fashion retailing
Module Design
Session Session and Activities Method Tools/Equipment/Props Duration
No.
Industry excursion No. 1 Observation & 1. Survey No 1 4 hrs
1 application of theory 2. Access to a range of
to retail operations fashion retailing stores
3. Students are to collect
retail store and
shopping mall
brochures, catalogues
etc for use on the
following day
2 Industry Excursion Group discussion 1. PPT for this session 4 hrs
debrief Theory development and data projector
Introduction to Fashion 2. Retail store and
Retailing shopping mall
brochures, catalogues
etc collected on the
previous day

Session 1 Overview
Session Name: Industry Excursion – No 1
Session Objective
Attend an Industry Excursion and observe the following retail operational aspects:

 Store safety
Duration
4 Hours
This is the first of two sessions. It includes consolidating the abilities learned so far in the
course, and also an introduction to specific fashion retailing.
shopping experiences and from the industry excursion.
Assessment
You will complete a store survey form during the session. This survey form will be reviewed
by your trainer.

Industry Excursion No 1 - Survey Form

Instructions: Survey a range of retail stores and observe the store operations and staff
behaviours.
 Write down your observation of three of these stores
 Think about what you have learned at college and tick if each store
meets your expectations for all of the areas listed in this checklist
 Add a comment after each section about your observations of the stores
Remember:
 You are a guest in these stores and you must be polite at all times
 Use your survey time in each store to notice the store operations and
staff behaviours
 Complete your survey ticks and comments after you have left each store
Students are to tick Yes or No for each store and area observed, and make a
relevant comment about what they observed for each of the following areas:
 Safety
Students are to also collect any fashion-related store or shopping mall brochures,
catalogues and information to discuss as part of their next day at college.
Students may use the final page of the survey to write:

 Any final comments about what they have learned
 Questions that they wish to ask their trainer, about what they have observed
Student name: ___________________________________ Date of survey: ____________
Location / Shopping centre: __________________________________________________
Stores surveyed:
Store 1: ________________________________________________________________
Store 2: ________________________________________________________________
Store 3: ________________________________________________________________

Store 1 Store 2 Store 3

Staff presentation & Yes  No  Yes No  Yes  No 
communication skills 
Staff appearance:
 Staff were all dressed properly for

the type of business
 Staff were all well groomed, clean
and tidy
 Staff wore name tags if this was a
store requirement, and tags were
worn correctly
Staff communication skills:
 Staff used open and friendly non-

verbal body language
 Staff used polite, professional verbal
communication
 Staff did not confuse customers by
using store terms or jargon
 Staff appeared to listen carefully
when customers spoke to them
Comment on staff presentation and communication skills:
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________


Customer service & selling Yes  No  Yes No  Yes  No 
standards 
Staff made a positive initial impression

on customers
Staff observed customers to try and
identify their needs
Staff offered appropriate assistance to
customers
Staff asked questions to identify
specific buying needs
Staff listened carefully when customers
talked to them
Staff recommended and demonstrated
suitable products
Staff explained product benefits as well
as features
Staff made suggestions to overcome
customer objections
Staff closed sales and offered extra
products
Staff finalised sales and offered any
relevant additional services
Comment on staff customer service and selling skills:
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________


Store safety Yes  No  Yes No  Yes  No 

Products on shelves were safely
stacked and arranged so they could not
fall or cause any hazards
Products on clothes hangers and pegs
were safely hung and arranged so they
could not fall or cause any hazards
Counters and tables were safe and no
items could fall off
Special and promotional stock,
mannequins etc were safety arranged
so they could not fall or cause any
hazards
Floors and aisles were clear and dry to
prevent trips and slips
Staff completed tasks safely
Store safety signs for emergency

evacuation were easy to see
Comment on the stores’ safety:
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________

Comments and questions:

Write down what you have learned from this retail excursion, or any questions that you
want to ask your trainer about what you have seen:
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________

Session 2 Overview
Session Name: Industry Excursion No 1 debrief and
Introduction to the fashion industry
Session Objective
To:
 Debrief on the observations of the previous day’s Industry Excursion covering the
following retail operational areas and staff behaviours:
 Store safety
 Understand an overview of fashion retailing
Duration
4 Hours
This is the second of two sessions. It includes consolidating the abilities learned so far in the
course, and an introduction to specific fashion retailing.
shopping experiences and from the industry excursion.
Assessment
You will complete Activity Sheets through throughout the session. All Activity Sheets will be
reviewed by your trainer.

Activity Sheet 2.1

Activity Name – Analyse and discuss observations from Industry Excursion No 1
Instructions:
Compare what you observed on Excursion No. 1 to what you have learned in your course so
far. Refer to your Workbooks to remind yourself of the skills and abilities you have learned.
Be prepared to discuss your ideas with the group and your trainer.
Staff presentation and communication skills:

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
Customer service and selling standards:

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
(Contd over the page)

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
Store safety:
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________

Session 2 Slides
Slide 1 Notes
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
Slide 2
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
Slide 3
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________

Slide 4 Notes
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
Slide 5
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
Slide 6
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________

Slide 7 Notes
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
Slide 8
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
___________________________________
Slide 9
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
____________________________________
___________________________________

Activity Sheet 2.2

Activity Sheet 1.2 – Identify fashion retail designs and fashion retailers
Instructions: Students are to work in pairs or small groups as directed by the trainer.
Review the brochures, catalogues etc brought back from the Industry excursion.
Discuss and write down the names of fashion stores which fit each stock category on the
following activity sheet.
Be prepared to discuss your answers with the trainer and students.
Types of fashion Write down the names of fashion retailers that sell each
stock type of stock
Traditional
Western
Blended

Activity Sheet 2.3

Activity Name: Identify fashion retailer formats and stock categories
Instructions: Students are to work in pairs or small groups as directed by the trainer.
Complete your own activity sheet after discuss with other students.
Write down the names of fashion retailers that fit into the stock categories and retail formats
listed below.
(For example: Shopper Stop is a Multi-brand department store that sells all of the four stock
categories. Other fashion retailers may only sell one or some stock categories and may be a
different format)
Be prepared to discuss these with the trainer and students.

Retail formats
Stock Specialty store Value brand Multi-brand On-line

Categories department store retailer
Eg: Shopper Stop
Womens
wear
Eg: Shopper Stop
Mens
wear
Eg: Shopper Stop
Childrens
wear
Eg: Shopper Stop
Shoes /
footwear

Notes:

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PARTICIPANT HANDBOOK

ADDITIONAL SKILL ACQUISITION

in association with skill provider

Australian Retail College VER 1.00 1

Qualification Pack: RAS/Q0103

NOS: RAS/N0105, RAS/N0109, RAS/N0106,

Further Learning Opportunities

In addition management training that includes subjects such as:

 Implement continuous improvement

Australian Retail College VER 1.00 2

 Understand employer expectations during work

Internship 150 hours (1 month)

Eligibility Criteria of participant

Entry Qualification 10th Pass

Australian Retail College VER 1.00 3

Course Specific Instructions for Participant

 During the training

 Arriving in a timely manner,

Australian Retail College VER 1.00 4

Course Duration-Module/Unit/Session wise

1 Module 1 – Get Set For Work 11 21 0

Australian Retail College VER 1.00 5

Australian Retail College VER 1.00 6

Module 1 – Get Set for Work

Australian Retail College VER 1.00 7

 Introduction to a retail career

Australian Retail College VER 1.00 8

 Understand the workplace communication process

Australian Retail College VER 1.00 9

Australian Retail College VER 1.00 10

Australian Retail College VER 1.00 11

Australian Retail College VER 1.00 12

Australian Retail College VER 1.00 13

Australian Retail College VER 1.00 14

Australian Retail College VER 1.00 15

Australian Retail College VER 1.00 16

Australian Retail College VER 1.00 17

Australian Retail College VER 1.00 18

Australian Retail College VER 1.00 19

Australian Retail College VER 1.00 20

Australian Retail College VER 1.00 21

Activity Sheet 1.1

Store names Characteristics

Australian Retail College VER 1.00 22

Activity Sheet 1.2

Situations Write down if each conversation is

Chandresh was talking to his supervisor, Nandi,

Ishani asked another team member, Sunil, to

Varun is a store manager and he talked on the

Nirmala asked a team member to help her to

Mahan is a supervisor and he asked Malika, who

Varun, a store manager, spoke to the owner of

Dinesh told Elina about a new stock line that has

A team member, Varun told his manager about a

Australian Retail College VER 1.00 23

Activity Sheet 1.3

Title: Trainee Associate

Australian Retail College VER 1.00 24

Activity Sheet 1.3

According to this Position Description:

1. Who does the Trainee Associate report to: __________________________________

2. What is the purpose of this job role: _______________________________________

3. How many Key Responsibility Areas are there: ______________________________