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Syllabus for Syllabus for Senior Sales Person
Syllabus for Senior Sales Person (Retail) Under the Apprentice Act 1961
General Information
1.
Name of the trade
:
Senior Sales Person (Retail)
2.
N.C.O. Code No.
:
5220.15, 5220.35
3.
Educational Qualification
:
Passed 10th class examination under 10+2
system of education or its equivalent.
4.
Duration of Training
:
One year ( including 03 months Basic
Training)
5.
Rebate for Apprenticeship Training
:
Rebate of 6 Months for Apprentices
passing Sales Person (Retail) course
under ATS Scheme
6.
Ratio of Apprentice to Worker
:
1:6
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
1
Infrastructure Requirements
Number of Students per class
: 25
Ideal Size of Class Room
: 300 Sqft
Ideal Class Room Dimension
: 20/15 Ft
Ideal Size of Practical Room
: 400 Sqft
Ideal Practical Dimension
: 25/16 Ft
Equipments/Tools Required for Class Room
Computer
:1
LCD Projector
:1
Projection Screen
: 1 (minimum dimension 8/6) Ft
White/Black Boards
: 6/4 Ft
Flip Chart Holder
: 2 Nos
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
2
Equipments/Tools Required for Practical Room
Shelves for Stacking Products
:4
Shopping Cart
:2
Signage Board
:6
Offer Signages
:1
End Cap
:1
Table (POS)
:1
Chair (POS)
:1
Poster (POS)
:1
Card Swiping Machine
:1
Computer (Till)
:1
Mannequins
:2
Gondolas
:2
Display Photographs Of Different Types
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
3
Of Products Categories
:10 Each
10 different danglers
:10 Each
Display Photographs Of Focal Points
: 1 Each
Photographs Of Different Financial
Instruments
: 1 Each
Types Of Cards, Coupons And Vouchers : 1 Each
Credit Notes
: 1 Each
Notes Of Different Denominations
: 1 Each (Color Photo Copies)
Carry bags
: 1 Each of different dimensions
Neck-Locks For Carry Bags
:1
Physical Bill Copy
:1
Photographs Of Stacked Notes
:1
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
4
Syllabus for Apprentice Training Under the Apprentice Act 1961
Week
Class Room Training
Theory
1
Field Work
Practical
Orientation
Orientation to Retail
• Familiarization with the day to day
activity of the store associate in the
store
• Importance of Customer orientation
while interacting with customer at
the store
Orientation to Products
• Familiarization with various
Categories & Products available in a
Retail Store
Safe Working Environment
• Importance of store safety and
security
o First Aid, Fire safety &
•
Identifying Categories &
Products available in a Retail
Store in a simulated
environment
•
•
Store Walk & Observation
Presentation on Observations
made
•
•
Identify Security Equipments
Demonstrate food safety
practice in a simulated
•
•
Store Walk & Observation
Presentation on Observation
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
5
Week
Class Room Training
Theory
Evacuation Procedures
o Ambulance, Fire, Local Police
Station contact numbers
•
Familiarization of Scanning and
other security systems and
procedures used in the store
•
Introduction to the retail food safety
practices
o Apply personal hygiene,
sanitation & House keeping
o Identify food safety
plan/program
o Handle product hygienically
o Clean work area and
equipment
o Monitor food safety
o Contribute to continuous
improvement
Field Work
Practical
environment
Social Studies
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
6
Week
Class Room Training
Theory
2
Customer Relations
• Basics of Consumer Behaviour
• The 5As* Concept
• Profiling the Retail Market
• Customer Relations
• Dynamics of Customers
• Build relationships with customers
Loss Prevention
• Personal hygiene and sanitation
• Handling product hygienically
• Cleaning work area and equipment
Speak Well
• Importance of Personality
Development in Career Growth
• Introduction to Communication &
English Speaking
Merchandising
Merchandising & Visual Merchandising
• Introduction to Merchandising
• Introduction to Visual Merchandising
Field Work
Practical
•
Demonstrate Smile, Wish,
Greeting & Appreciating
customers in a simulated
environment
•
•
•
Cleaning work area in a
simulated work environment
•
Demonstrate Customer
Interaction in a simulated
environment
•
•
Identifying different types of VM •
Demonstrate VM in a simulated •
environment
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
Observing Good Practices in the
market
Presentation on Observation
Store Walk & Observation
Presentation on Observation s
made
7
Week
Class Room Training
Theory
Field Work
Practical
Social Studies
3
Visual Merchandising
• Retail visual illustrations
• Visual merchandising support
structures
• Props
• Display
• Merchandising and category
presentation
•
•
•
•
•
Produce retail visual
illustrations
Manufacture visual
merchandising support
structures
Design, construct and maintain
props
Create a display
Demonstrate merchandising
and category presentation skills
Inventory
Stock control
• Receiving & Processing incoming
goods
•
•
Store Walk & Observation
Presentation on Observation s
made
•
•
Store Walk & Observation
Presentation on Observations
made
Winning Attitude
• Attitude Awareness
SpeakWell
• Personality Development
•
Demonstrate Customer
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
8
Week
Class Room Training
Theory
•
•
4
Field Work
Practical
Communicate with Customers
English Speaking
Interaction in a simulated
environment
Social Studies
Selling Skills
• Basics of Selling
•
• Basics of Sales Inventory
• Suggestive Selling
o Importance of Identifying
customer needs
o Probing to identify customer
needs
o Suggest product/service as per
customer requirement
Demonstrate selling skills in a
simulated environment
•
•
Store Walk & Observation
Presentation on Observations
made
Identifying different
equipments used in
store/department
Operating retail equipment
•
•
Store Walk & Observation
Presentation on Observations
made
Basics of Computer
• Evolution of computers
• Understanding the Hardware
Operating & Maintaining Retail
Equipment
• Equipment used in store
• Operating equipments according to
design specifications
• Identifying & reporting Equipment
•
•
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
9
Week
Class Room Training
Theory
Practical
faults
SpeakWell
• Personality Development
• Communicate to Customers
• English Speaking
Field Work
according to design
specifications
•
Demonstrate Customer
Interaction in a simulated
environment
•
Demonstrate High-end product
selling skills in a simulated
environment
Demonstrate skills in handling
complex sale situations in a
simulated environment
Social Studies
5
Selling Skills
• Selling high-end Products
• Handling complex sale-situations
• Dynamics of Sales and Service
Delivery
Basics of Computer
• Introduction to computer peripherals
• Computer peripherals used in a
Retail outlet
•
•
•
•
•
Store Walk & Observation
Presentation on Observations
made
Identifying computer
peripherals
Identifying Computer
peripherals used in a Retail
outlet
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
10
Week
Class Room Training
Theory
Inventory
Receiving and checking stock
Discrepancy in / tampering of seal
Transfer Out
Unloading stock
•
•
•
•
SpeakWell
• Personality Development
• Communicate to Customers
• English Speaking
Field Work
Practical
•
•
•
•
Checking the lock or seal and
tallying stock
Handling discrepancies found in
the seals
Tallying Transfer Out
Demonstrate Customer
Interaction in a simulated
environment
Social Studies
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
11
Week
Class Room Training
Theory
6
Retail Equipment
• Basics of equipments used in
store/department
• Types (POS & Non-POS)
o Labelling, Bar-code reader,
Computer, Printers & Currency
Counter equipments
Basics of Computer
• Operating MS Office tools
• Introduction to Internet explorer
Field Work
Practical
•
Identifying the equipments
•
Identifying POS & Non-POS
equipments
•
•
•
Preparing reports
Preparing a presentation
Browsing the net
Inventory
• Handling discrepancy found in stock
• Unloading stock
• Handling the unloaded stocks
SpeakWell
• Personality Development
• Communicate to Customers
• English Speaking
•
•
•
Store Walk & Observation
Presentation on Observations
made
Demonstrate Customer
Interaction in a simulated
environment
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
12
Week
Class Room Training
Theory
Field Work
Practical
Social Studies
7
Retail Equipment - Procedures &
Operation
• Point of Sale Handling Procedures
• Non-POS Retail Equipment
• POS Equipment
• Stacking Norms
•
•
•
Demonstrate Point of Sale
Handling Procedures in a
simulated environment
Operate Non-POS Retail
Equipment
Operate POS Equipment
Loss Prevention
• Personal hygiene and sanitation
• Food safety plan/program
• Monitoring food safety
• Safe working practices
• Food safety practices
SpeakWell
• Personality Development
• Communicate to Customers
• English Speaking
•
•
•
Store Walk & Observation
Presentation on Observations
made
•
•
Store Walk & Observation
Presentation on Observations
made
Demonstrate Customer
Interaction in a simulated
environment
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
13
Week
Class Room Training
Theory
Field Work
Practical
Social Studies
8
Retail Sales 'Key Performance
Performance
Indicators'
• Retail Sales 'Key Performance
Indicators'
• Retail Sales Financial Responsibilities
Clerical / Admin
• Apply key board skills
• Operating data entry equipment
•
Demonstrate keyboard skills in
a simulated environment
Loss Prevention
• Apply routine store security
• Minimize theft
SpeakWell
• Personality Development
• Communicate to Customers
• English Speaking
•
•
•
Store Walk & Observation
Presentation on Observations
made
Demonstrate Customer
Interaction in a simulated
environment
Social Studies
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
14
Week
Class Room Training
Theory
9
Managing Till
•
Billing
•
Processing Modes of Payment
•
Handling Cash
•
Bagging
•
Queue Management
Managing Store Performance
MIS System
Communication System
Contingency Planning
Monthly Reviews
Store Audit
•
•
•
•
•
Field Work
Practical
•
Managing a simulated till
•
Conducting team reviews in a
simulated environment
Inventory
• Documenting unloading
• Documenting & Loading stock
returns in the van
• Dispatching empty tubs and cartons
to the distribution center
• Completing documentation
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
•
•
Store Walk & Observation
Presentation on Observations
made
15
Week
Class Room Training
Theory
10
Advanced Sales Process
• Preventing Objection
• Objection Handling
o Advanced Probing Skills
• Handling Low Reactors
• Managing Sales MIS
Inventory
• Stock rotation procedures for
merchandise
• Wrapping and packing materials
• Handling Excess stock
• Safe lifting and carrying techniques
Interpersonal Communication
Written Communication
Handling Telephone
Resume Writing
Handling Interviews
Presentation
•
•
•
•
•
Field Work
Practical
•
Role Plays in simulated
environment
•
Demonstrating safe lifting &
carrying techniques
•
Handling Customer Call in a
simulated environment
Preparing & Making business
presentations
•
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
•
•
Store Walk & Observation
Presentation on Observations
made
16
Week
Class Room Training
Theory
11
Coaching
• Orientation to Coaching
• Process of Habit formation
• Climate setting
• Objective observation
• Feedback
• Development Plan
• Reviewing Coachee
Inventory
• Storing goods unfit for sale
• Avoiding return of damaged stock
onto the shelves
• Ensuring returns are scheduled and
categorized by Damaged, Excess
and Expiry
• Packing safely and securely to avoid
damage in transit.
• Ensuring food and non Food stocks
are sent in separate crates
• Loading goods in the van as per
schedule along with the necessary
documents.
Field Work
Practical
•
Coaching in a simulated
environment
•
Handling goods dispatch in a
simulated environment
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
•
•
Store Walk & Observation
Presentation on Observations
made
17
Week
Class Room Training
Theory
•
12
Field Work
Practical
Ensuring that the document is
cleared by the security and signed
by the supervisor
Interpersonal Communication
• Conflict Resolution
• Impact of self image on performance
• Handling Job pressure
Inventory
• Reordering stock
Loss Prevention
• Identifying & rectifying Hygiene and
sanitation problems/situations,
including potential sources of food
contamination
• Identifying , reporting & rectifying
Conditions which promote microbial
growth
Service Recovery
• Importance of Service Recovery
• Different Service Recovery
Situations
• Taking Supervisors Help
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
•
•
Store Walk & Observation
Presentation on Observations
made
•
•
Store Walk & Observation
Presentation on Observations
made
•
•
Store Walk & Observation
Presentation on Observations
made
18
Week
Class Room Training
Theory
Field Work
Practical
Syllabus for Shop Floor Training
Month - 1
Functional Area
Customer Service
Unit of Competency
Communicate in
workplace
Elements of Competency
Establish contact with the customer
customer
• Acknowledging & Wishing the customer
• Treating customer with respect
• Attending Customers immediately.
Work in a team
• Demonstrating Courteous and helpful manner at all times.
• Assisting or provide support to other team members when
difficulties arise.
• Identifying lines of communication with supervisors and peers
according to store policy.
Follow routine instructions
• Receive Instructions and act upon.
Interact with customers Deliver service to customers
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
19
•
•
•
•
Merchandising
Merchandise products
Communicating with customers in a professional, courteous
manner, according to store policy.
Farewell/Thank Customer appropriately and courteously
according to store policy.
Seeking Supervisor’s help
Guiding Customer to locate product
Place, arrange and display price
price tickets and labels
• Keeping display areas clean and tidy.
• Managing old & new shelf edge labels
Prepare display labels/tickets
• Preparing Labels/tickets for window, wall or floor displays
Clean work area
Reporting Spills, food waste, or other potential hazards to
appropriate personnel and taking corrective action
Perform routine
housekeeping duties
Loss Prevention
Apply retail food safety
Organize work area
• Carrying out all routines safely, effectively and efficiently
• Placing items in designated areas.
Apply personal hygiene and sanitation
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
20
practices
Functional
Area
Customer
Service
• Maintaining Personal Presentation
• Moving within and outside workplace
• Identifying & practicing hygiene
Month – 2
Elements of Competency
Unit of
Competency
Communicate Establish contact with the customer
in workplace
• Taking permission from the customer to attend the customer
Follow routine instructions
• Using Effective Questioning Technique to elicit information.
Interact with
customers
Deliver service
service to customers
• Demonstrating STUC principle (Show That You Care)
Respond to customer complaints
• Demonstrating positive and helpful attitude while attending to customer
complaints.
• Handling Irate Customer
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
21
Identify customer’s special requirements
• Handling situation when the customer accidentally breaks any product
• Satisfying customer with effective and corrective action
Merchandising
Merchandise
products
Place, arrange and display price tickets and labels
• Constructing & dismantling special promotion areas
• Avoiding changes in Merchandising Planogram during the stacking process.
Place and arrange merchandise
• Auditing stock carefully before stacking
• Stacking the stocks received on the shelves
• Removing the old crates off the shelves
• Removing the un-saleable products
• Handling extra crates
• Managing stacking timelines
• Stacking on the shop floor
• Maintaining face-ups
Prepare display labels/tickets
• Preparing Tickets using electronic equipment or by hand
• Maintaining & using Electronic Ticketing Equipment
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
22
Perform
Organize work area
routine
• Maintaining work area in a safe, uncluttered and organized manner.
housekeeping
duties
Clean Work Area
• Applying Store Policies and Procedures for cleaning of work area.
•
Dispatch goods
• Storing goods unfit for sale
• Avoiding return of damaged stock onto the shelves
Loss
Prevention
Apply retail
food safety
practices
Clean work area and equipment
• Identifying cleaning requirements for work areas
• Reporting maintenance requirements/problems
Identify food safety plan/program
plan/program
• Identifying & interpreting Store food safety plan/program
Inventory
Perform stock
control
Receive and process incoming goods
procedures
• Checking the lock or seal and tallying the number on the plastic seal with
number in register
• Informing discrepancy/tampering found in the seals to supervisor and
updating MIS
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
23
Rotate stock
• Stock rotation procedures for merchandise, wrapping and packing materials
Reorder stock
• Identify minimum stock levels and reordering quantity
• Identifying required quantity for the next day
Functional
Area
Customer
Service
Month – 3
Elements of Competency
Unit of
Competency
Communicate Work in a team
in workplace
• Actioning upon Constructive Feedback
• Probe to minimize misunderstandings.
• Participating in team problem solving
Follow routine instructions
• Assess Store Information relevant to the particular task, comprehend and
act upon.
• Plan and organize Daily Work Routine
Merchandising
Interact with
customers
Deliver service to customers
• Follow-up with customer to solve issues
Merchandise
products
Respond
Respond to customer complaints
• Listening to the customer patiently
• Apologizing for inconvenience caused
• Handling returns
Place, arrange and display price tickets and labels
• Dispatching damaged or expired stock to the DC
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
24
• Dispatching food and non food stocks
•
Place and arrange merchandise
• Unpacking Merchandise in accordance with store procedures.
• Moving arrived stocks to respective aisles
• Ticketing 'Supplies out of Stock'
• Ensuring that the floor is not cluttered with cartons / crates / gunny bags
• Assessing the saleability of misplaced items
• Displaying SKUs on the shelf with shelf edge tickets
• Ensuring that tickets/labels are visible and correctly placed on merchandise.
• Displaying promotional items correctly with correct markdowns and POS
materials
Perform
routine
housekeeping
duties
Inventory
Clean Work Area
• Disposing Waste
• Displaying Signage in unsafe areas.
• Maintaining & stating Equipment and consumables
Perform stock Dispatch goods
control
• Ensuring returns are scheduled and categorized as Damaged, Excess and
procedures
Expiry
• Packing safely and securely to avoid damage in transit.
Receive and process incoming goods
• Tallying Transfer Out, Stock Transfer Documents numbers
• Unloading the stocks
• Handling discrepancy found in number of Cartons, Crates, Jute Bags and Oil
Cans
• Ensures that stocks are unloaded carefully without any damage.
• Handling the unloaded stocks
• Maintaining cleanliness and orderliness in receiving bay
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
25
•
•
•
•
•
Loss
Prevention
Apply retail
food safety
practices
Apply personal hygiene and sanitation
sanitation
• Maintaining and using protective clothing and equipment
Handle product hygienically
• Identifying & practicing product handling practices
• Protecting products from contamination
• Handling different food products
Apply safe
working
practices
Identify food safety plan/program
• Implementing food safety plan/program
Monitor food safety
• Monitoring and controlling food safety.
• Recording Food safety information, including equipment breakdowns
Minimize
theft
Clerical /
Admin
Unloading, auditing & stacking Dairy/Frozen stocks
Documenting unloading
Documenting & loading stock returns in the van
Dispatching empty tubs and cartons to the DC
Locking & sealing the van and completing documentation
Apply routine store security
• Handling the suspected thief situation
• Handling women suspects
• Handling old people, kids and mentally challenged people involved in the
pilferage
• Handling break-in situations
Operate retail Maintain retail equipment
equipment
• Purpose of equipment used in store/department identified accurately.
• Equipment operated according to design specifications.
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
26
•
Selling
Functional
Area
Customer
Service
Assist the
customers in
buying
Month - 4
Elements of Competency
Unit of
Competency
Communicate Usage numbers in workplace
in workplace
• Identifying range of possible numerical problems
• Calculating Numerical data
Interact with
customers
Merchandising
Inventory
Identifying & reporting Equipment faults
• Maintaining retail equipment
Query Resolution
• Answering customer questions on merchandise
• Seeking supervisor/senior's help to provide information to customer
Approach customer
Determining and applying timing of customer approach.
Identify customer’s special requirements
• Thanking the customer for his patience and support
• Handling drunken/misbehaving customer
Perform
Clean Work Area
routine
• Using & maintaining equipments
housekeeping
duties
Perform stock Rotate stock
control
• Handling Excess Stock
procedures
• Safe lifting and carrying techniques
Participate in stock taking
• Stocktaking and cyclical counting according to store policy/procedures.
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
27
Dispatch goods
• Ensuring food and non-food stocks are sent in separate crates
• Ensuring all stock returns are loaded in the van as per schedule along with
the necessary documents.
Loss
Prevention
Clerical /
Admin
Apply retail
food safety
practices
Operate retail Apply keyboard skills
equipment
• Typing techniques for keyboard operations
• Entering and editing information accurately.
MIS
Management
Managing Till
Administration
Clean work area and equipment
• Identifying handling and storage requirements for cleaning chemicals
• Cleaning equipments externally and internally
• Cleaning tools, consumables and equipment for a variety of applications
Operating
Procedures
Managing
Managing MIS for
• Customer service
• Merchandising
• Customer Service
• Merchandising
•
•
•
•
Demonstrate starting-the-day procedures
Tallying the cash
Charge the till
Demonstrate day-end procedures
Managing MIS for
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
28
MIS
Functional Area
Customer Service
•
Sales performance
Unit of Competency
Communicate in
workplace
Month - 5
Elements of Competency
Establish contact with the customer
• Attending Customers immediately.
• Taking permission from the customer to attend the customer
Identify customer’s special requirements
• Thanking the customer for his patience and support
• Handling drunken/misbehaving customer
Work in a team
• Actioning upon Constructive Feedback
• Probe to minimize misunderstandings.
• Participating in team problem solving
Deliver service to customers
• Demonstrating STUC principle (Show That You Care)
Interact with
customers
Deliver service to customers
• Actioning upon Constructive Feedback
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
29
•
Merchandising
Merchandise
products
Probe to minimize misunderstandings.
Place, arrange and display price tickets and labels
• Managing old & new shelf edge labels
Prepare display labels/tickets
• Preparing Labels/tickets for window, wall or floor displays
Place and arrange merchandise
• Removing damaged or expired stock while stacking
• Managing space between the shelves for air space
Loss Prevention
Perform routine
housekeeping
duties
Organize work area
• Carrying out all routines safely, effectively and efficiently
• Placing items in designated areas.
Apply retail food
safety practices
Apply personal hygiene and sanitation
• Maintaining Personal Presentation
• Moving within and outside workplace
• Identifying & practicing hygiene
Clean work area and equipment
• Identifying cleaning requirements for work areas
• Reporting maintenance requirements/problems
Identify food safety plan/program
plan/program
• Identifying & interpreting Store food safety plan/program
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
30
Minimize theft
Functional Area
Customer
Service
Unit of
Competency
Interact with
customers
Apply routine store security
• Handling the suspected thief situation
• Handling women suspects
• Handling old people, kids and mentally challenged people
involved in the pilferage
• Handling break-in situations
Month - 6
Elements of Competency
Respond to customer complaints
• Demonstrating positive and helpful attitude while attending to customer
complaints.
• Handling Irate Customer
Identify customer’s special requirements
• Handling situation when the customer accidentally breaks any product
• Satisfying customer with effective and corrective action
Merchandising
Merchandise
products
Place and arrange merchandise
merchandise
• Unpacking Merchandise in accordance with store procedures.
• Moving arrived stocks to respective aisles
• Ticketing 'Supplies out of Stock'
• Ensuring that the floor is not cluttered with cartons / crates / gunny bags
• Assessing the saleability of misplaced items
• Displaying SKUs on the shelf with shelf edge tickets
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
31
•
•
Ensuring that tickets/labels are visible and correctly placed on merchandise.
Displaying promotional items correctly with correct markdowns and POS
materials
Minimize
theft
Apply routine store security
• Storing & securing products
• Surveillance of merchandise maintained according to store policy and
legislative requirements.
• Checking the suspect's bag
• Securing cash, cash register and keys
Prepare display labels/tickets
• Preparing Tickets using electronic equipment or by hand
• Maintaining & using Electronic Ticketing Equipment
Perform
routine
housekeeping
duties
Clean Work Area
• Applying Store Policies and Procedures for cleaning of work area.
Dispatch goods
• Storing goods unfit for sale
• Avoiding return of damaged stock onto the shelves
Organize work area
• Maintaining work area in a safe, uncluttered and organized manner.
Inventory
Perform stock Rotate stock
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
32
control
procedures
•
Stock rotation procedures for merchandise, wrapping and packing materials
Reorder stock
• Identify minimum stock levels and reordering quantity
• Identifying required quantity for the next day
Receive and process incoming goods
• Checking the lock or seal and tallying the number on the plastic seal with
number in register
• Informing discrepancy/tampering found in the seals to supervisor and
updating MIS
Loss
Prevention
Apply retail
food safety
practices
Apply personal hygiene and sanitation
• Maintaining and using protective clothing and equipment
Handle product hygienically
• Identifying & practicing product handling practices
• Protecting products from contamination
• Handling different food products
Clerical /
Admin
Operate retail
equipment
Maintain retail equipment
• Purpose of equipment used in store/department identified accurately.
• Equipment operated according to design specifications.
• Identifying & reporting Equipment faults
• Maintaining retail equipment
Managing Till
Operating
•
Demonstrate starting-the-day procedures
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
33
Procedures
•
•
•
Tallying the cash
Charge the till
Demonstrate day-end procedures
Administration Managing
MIS
Managing MIS for
• Sales performance
Functional Area
Month - 7
Elements of Competency
Customer
Service
Unit of
Competency
Communicate
in workplace
Interact with
customers
Work in a team
• Participating in team problem solving
Deliver service to customers
• Follow-up with customer to solve issues
Respond to customer complaints
• Listening to the customer patiently
• Apologizing for inconvenience caused
• Handling returns
Selling
Assist the
customers in
buying
Query Resolution
• Answering customer questions on merchandise
• Seeking supervisor/senior's help to provide information to customer
Approach customer
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
34
•
Assist the
customers in
buying
Inventory
Determining and applying timing of customer approach.
Apply product knowledge
• Demonstrating the use and application of relevant products /services
• Demonstrating product knowledge
Perform stock Dispatch goods
control
• Ensuring returns are scheduled and categorized as Damaged, Excess and
procedures
Expiry
• Packing safely and securely to avoid damage in transit.
Receive and process incoming goods
• Tallying Transfer Out, Stock Transfer Documents numbers
• Unloading the stocks
• Handling discrepancy found in number of Cartons, Crates, Jute Bags and Oil
Cans
• Ensures that stocks are unloaded carefully without any damage.
• Handling the unloaded stocks
• Maintaining cleanliness and orderliness in receiving bay
• Unloading, auditing & stacking Dairy/Frozen stocks
• Documenting unloading
• Documenting & loading stock returns in the van
• Dispatching empty tubs and cartons to the DC
• Locking & sealing the van and completing documentation
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
35
Rotate stock
• Handling Excess Stock
• Safe lifting and carrying techniques
Participate in stock taking
• Stocktaking and cyclical counting according to store policy/procedures.
Dispatch goods
• Ensuring food and non-food stocks are sent in separate crates
• Ensuring all stock returns are loaded in the van as per schedule along with
the necessary documents.
Loss
Prevention
Apply safe
working
practices
Identify
Identify food safety plan/program
• Implementing food safety plan/program
Monitor food safety
• Monitoring and controlling food safety.
• Recording Food safety information, including equipment breakdowns
Observe basic safety procedures
• Maintaining safe working environment
• Reporting of the observed work related incidents and accidents to designated
personnel.
Observe basic safety procedures
• Identifying safety alarms
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
36
•
•
Clerical /
Admin
Operate retail
equipment
Demonstrating and following consultative processes for occupational health
and safety
Demonstrating fire and emergency procedures
Managing MIS for
• Customer service
• Merchandising
• Customer Service
• Merchandising
Apply keyboard skills
• Typing techniques for keyboard operations.
• Entering and editing information accurately.
Operate data entry equipment
• Handling price marking equipment
• Data entry
Operate data entry equipment
• Using relevant equipment to enter data
Managing Till
Billing
•
Scanning the bar codes
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
37
Processing
Modes of
Payment
Functional Area
Customer
Service
Merchandising
Unit of
Competency
Communicate
in workplace
•
•
Handling non-coded items
Handling bill corrections
•
•
•
Handling Cash
Handling Credit Cards
Handling Debit Card
Month - 8
Elements of Competency
Usage numbers in workplace
• Identifying range of possible numerical problems
• Calculating Numerical data
Interact with
customers
Identify customer’s special requirements
• Thanking the customer for his patience and support
• Handling drunken/misbehaving customer
Perform
routine
housekeeping
duties
Prepare display labels/tickets
• Identifying and taking corrective action on soiled, damaged, illegible or
incorrect labels/tickets.
Dispatch goods
• Ensuring that all stock returns are filed in Goods Returned to DC form.
• Ensuring that the document is cleared by the security and signed by
supervisor
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
38
Inventory
Perform stock Participate in stock taking
control
• Documenting stock records
procedures
• Reporting discrepancies in stock
• Operating and maintaining electronic recording equipment
Reorder stock
• Filling the ISQ (Indent Suggested Quantity) sheet accurately
• Ensuring that Direct Store Deliver items if any also forms a part of the ISQ
Sheet
Loss
Prevention
Apply safe
working
practices
Clerical /
Admin
Banking
MIS
Management
Managing Till
Processing
Modes of
Payment
Administration Managing
MIS
Observe basic safety procedures
• Identifying & rectifying hygiene and sanitation problems/situations, including
potential sources of food contamination
• Identifying , reporting & rectifying conditions which promote microbial growth
Basic Banking Functions
• Bank Pay-in Slip Entry
• Cash Deposits
• Cheque Deposit
•
Inventory
•
Charging Loyalty Cards
Managing MIS for Till on
• Cash & other instruments
• Float Cash
• Cash Reconciliation
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
39
•
•
Review
Meetings
Functional Area
Merchandising
Inventory
Unit of
Competency
Merchandise
products
Imprest Cash
Conducting
Conducting Team reviews
• Reviewing sales performance
• Providing development plans
• Reviewing action taken on development plans
Month - 9
Elements of Competency
Coaching staff
• Observes objectively and takes notes
• Gives feedback when coachee is not engaged
• Volunteers help for the coachee whenever required
• Demonstrates skills
• Conducts drill & practice when the coachee is not engaged
Perform stock Reorder stock
control
• Ensuring that the sheet is compiled and given to designated supervisor before
procedures
the indenting time
Coaching staff
• Observes objectively and takes notes
• Gives feedback when coachee is not engaged
• Volunteers help for the coachee whenever required
• Demonstrates skills
• Conducts drill & practice when the coachee is not engaged
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
40
Clerical /
Admin
Operate retail
equipment
Coaching staff
• Observes objectively and takes notes
• Gives feedback when coachee is not engaged
• Volunteers help for the coachee whenever required
• Demonstrates skills
• Conducts drill & practice when the coachee is not engaged
Banking
Basic Banking Functions
• Updation of Bank transactions
• Safety Procedures
Loss
Prevention
MIS
Management
Managing MIS for
• Loss Prevention
• Sales
Selling
Assist the
customers in
buying
Gather information
• Questioning to determine customer needs.
• Listening to determine customer requirements.
• Directing customers to specific merchandise.
• Interpreting non-verbal communication cues
Managing Till
Queue
Management
•
•
Answering customer queries
Directing customer to less occupied counters
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
41
•
•
•
Bagging
• Managing MIS for Till on
Cash & other instruments
• Float Cash
• Cash Reconciliation
• Imprest Cash
• Safe handover
Administration Managing
MIS
•
•
•
Review
Meetings
Controlling quantity of carry bags
Tagging free offers
Filling bags
Safe handover
Cash & other instruments
Float Cash
Conducting Team reviews
• Motivating Team
• Setting goals
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
42
Evaluation Plan
Evaluation Type
Theory
Practical
Social Studies
Total
100
300
50
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
Sessional
20
100
0
43
Syllabus for Senior Sales Person Apprentice Training Under the Apprentice Act 1961
44
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