Assessor s Guidelines for:

Transcription

1 Assessor s Guidelines for: SVQ 1 Retail Skills SCQF level 4 (GD8V 21) SVQ 2 Retail Skills SCQF level 5 (GD8X 22) SVQ 3 Retail (Sales Professional) SCQF level 6 (GD8T 23) SVQ 3 Retail (Visual Merchandising) SCQF level 6 (GD8G 23) SVQ 3 Retail (Management) SCQF level 6 (GD8W 23) First Edition: February 2012 Second Edition: March 2016 Publication code: DB5915/2 The information in this publication may be reproduced in support of SQA qualifications. If it is reproduced, SQA should be clearly acknowledged as the source. If it is to be used for any other purpose, then written permission must be obtained from the Support Materials Development Officer at SQA. It must not be reproduced for trade or commercial purposes. Published by the Scottish Qualifications Authority The Optima Building, 58 Robertson Street, Glasgow, G2 8DQ Lowden, 24 Wester Shawfair, Dalkeith, Midlothian, EH22 1FD Scottish Qualifications Authority 2012

2 Contents About SVQs and the SCQF... 2 How are standards defined in SVQs Who is involved in SVQs The steps involved in assessing a candidate for an SVQ The SVQ in Retail Skills and Retail SCQF levels 4, 5 and Structure of the SVQs... 7 An Assessment Strategy for the SVQ Why would people be interested in the SVQ How do candidates begin? Choosing the SVQ Preparing to assess the SVQ Your role and your candidate s role Planning Assessment plan Selecting methods of assessment Methods of assessment Observation Product evidence Questioning Other methods of assessment Personal statements Witness testimony Simulation Other sources of evidence Generating evidence Observation Questions and candidate responses Candidate s personal statement Witness testimony Filling the gaps Guidance and support to candidates Judging candidate evidence and making an assessment decision Insufficient evidence Authenticating candidates evidence Recording achievement Completing the Unit progress record Unit progress record Using the index of evidence Index of evidence Completing the Element achievement record Element achievement record Further information What else should I read The Units with Additional Assessment Guidance Index of Units Appendix 1: Blank recording forms

3 About this guide This guide provides some practical examples of how to assess your candidates for the SVQs in: SVQ 1 Retail Skills SCQF level 4 GD8V 21 SVQ 2 Retail Skills SCQF level 5 GD8X 22 SVQ 3 Retail (Sales Professional) SCQF level 6 GD8T 23 SVQ 3 Retail (Visual Merchandising) SCQF 6 GD8G 23 SVQ 3 Retail (Management) SCQF level 6 GD8W 23 You may be able to think of other ways of assessing your candidates and recording your decisions about their competence. Using assessments based on these examples does not guarantee successful verification it is still your responsibility to ensure that internal quality assurance procedures are followed. 1

4 Introduction This introduction provides a brief overview of SVQs and how they are assessed in the workplace. If you are already familiar with the concept of SVQs, you may wish to go to the next section. About SVQs and the SCQF Scottish Vocational Qualifications (SVQs) are work-based qualifications which set the level of occupational competence for each sector of the economy and are usually delivered in the workplace or in partnership with a college or other training provider. The qualifications have been designed by standards-setting bodies made up of experienced practitioners who represent employers, professional bodies, trade unions, education and voluntary organisations. Each standards-setting body is responsible for developing national standards which define what employees (or potential employees) must be able to do, how well, and in what circumstances, to show that they are competent in their work. Each SVQ which a standards-setting body develops has to fit into a broad framework which allows qualifications in the UK and throughout Europe to be compared. There are SVQs for nearly all occupations in Scotland and they are available at SVQ levels 1 5. SVQs are currently notionally placed in the SCQF as the individual SVQs may be at differing SCQF levels and have differing amount of credit points, depending on the structure and context of the SVQ. SVQs are a means of recognising the skills and knowledge people need in employment, ie job competence. Successful completion of an SVQ provides clear evidence that the learner works to nationally recognised occupational standards. Each Unit defines one aspect of a job or work-role, and says what it is to be competent in that aspect of the job. To be awarded a full SVQ, learners must achieve each of the SVQ Units which make it up by demonstrating that they are competent in that aspect of the job. The Units which make up the SVQ can also be taken as freestanding awards. Some SVQs or SVQ Units are incorporated into other awards or programmes including HNCs and Modern Apprenticeships. 2

5 Explanation of levels SVQ1 (SCQF level 4) SVQ2 (SCQF level 5) SVQ3 (either SCQF level 6 or 7) SVQ4 (either SCQF level 8 or 9) SVQ5 (SCQF level 11) Competence involves the application of knowledge and skills in the performance of a range of varied work activities, most of which may be routine or predictable. Competence involves the application of knowledge and skills in a significant range of varied work activities, performed in a variety of contexts. At this level, there will be activities, which are complex or non-routine and there is some individual responsibility and autonomy. Collaboration with others, perhaps through membership of a work group or team, may often be a requirement. Competence involves the application of knowledge and skills in a broad range of varied work activities, most of which are complex and non-routine. There is considerable responsibility and autonomy, and control or guidance of others is often present. Competence involves the application of knowledge and skills in a broad range of complex technical or professional work activities, performed in a wide variety of contexts and with a substantial degree of personal responsibility and autonomy. Responsibility for the work of others and the allocation of resources is often present. Competence involves the application of skills and a significant range of fundamental principles across a wide and often unpredictable variety of contexts. Very substantial personal autonomy and often significant responsibility for the work of others and for the allocation of substantial resources feature strongly, as do personal accountability. For further information on SCQF go to 3

6 How are standards defined in SVQs. All SVQs consist of standards which can be broken down into various parts. Units define the broad functions carried out in the sector, and are made up of a number of Outcomes/Elements. These Outcomes/Elements describe the activities which employees have to perform, and will require candidates to demonstrate certain skills or Knowledge and Understanding. The quality of performance in what people must be able to do how well they have to perform is described by Performance Criteria. These may also be called statements of competence or what candidates should do. The section on Knowledge and Understanding says what candidates must know and understand, and how this knowledge applies to their jobs. You may also come across standards containing statements on scope. These statements could, for example, list the equipment that candidates are expected to be familiar with and use in their occupational area. Increasingly, you may see changes to this format as standards become more userfriendly and are written in plain English. For example, there may be some standards containing Range Statements or Evidence Requirements, but over time these should disappear. You may, however, find that information on the context, nature and amount of evidence which is required to prove competence (which used to be given in Range Statements and Evidence Requirements) is now defined in the assessment guidance for the qualification. Assessment guidance is drawn up by the awarding body and is packaged along with the standards to form the SVQ. Who is involved in SVQs. There are several roles: the candidate: the assessor*: the internal verifier*: the person who wants to achieve the SVQ (eg an employee) the person who assesses the candidates and decides if they are competent (eg supervisor) an individual nominated by the centre (eg a company) who ensures that assessors apply the standards uniformly and consistently (eg supervisor s line manager) the External Verifier*: an individual appointed by SQA who ensures that standards are being applied uniformly and consistently across all centres offering the SVQ 4

7 *Assessors and verifiers in centres will be asked by SQA to prove they have the appropriate occupational competence to assess and verify the SVQ. Occupational competence has been defined by the standards-setting body in the Assessment Strategy for this SVQ(s) see SQA s website: Assessors and verifiers are also expected to obtain an appropriate qualification in assessment and verification this can be the Assessor/Verifier Units (the national standards for assessment and verification), or an alternative qualification which SQA also recognises. The steps involved in assessing a candidate for an SVQ In deciding whether a candidate should achieve an SVQ, you will go through these stages: planning for assessment generating and collecting evidence of the candidate s competence in the Units judging the evidence of the candidate s ability and making an assessment decision based on the evidence recording the assessment decision and the candidate s achievement 5

8 1 The SVQ in Retail Skills and Retail SCQF levels 4, 5 and 6 The SVQs in Retail Skills and Retail have been developed by the Sector Skills Council for this area, Skillsmart Retail and are intended for people who work in the retail industry/profession. These people may be working as: retail salespeople retail assistants counter assistants stockroom/warehouse assistants visual merchandisers cash point operators managers in all of the above roles They will require the appropriate skills and knowledge in retailing to meet the requirements of their selected SVQ level. The SVQs are designed to be assessed in the workplace, or in conditions of the workplace. Examples of the settings or centres in which the SVQs are likely to be delivered include large and small retail outlets from the following list: department stores specialist retailers, for example: electrical, IT, mobile phones, fashion, beauty products, DIY stores food retailers, for example: greengrocers, fishmongers, bakers, butchers cash and carry outlets supermarkets NB The above list is not exhaustive and is intended only as a guide to possible settings 6

9 Structure of the SVQs This section lists the Units which form the SVQ 1 and SVQ 2 Retail Skills, SVQ 3 Retail (Sales Professional), SVQ 3 Retail (Visual Merchandising) and SVQ 3 Retail (Management). SVQ 1 Retail Skills SCQF level 4 (GD8V 21) Candidates must successfully complete a total of five Units Mandatory Unit SQA ref SCQF level SCQF credit points SSC ref Title F0AM E.03 Work Effectively in Your Retail Team 1 Candidates must complete four of the following Units. At least three of these must be chosen at SCQF level 4. One further Unit can be taken from the Optional Units at SCQF level 4 or 5. Group 1 Optional Units (SCQF level 4) SQA ref SCQF level SCQF credit points SSC ref Title Stock Management F09P B.01 Move Goods and Materials Manually in a Retail Environment F0A B.08 Process Donated Goods for Resale or Recycling in a Retail Environment F B.29 Load Orders for Despatch from a Retail Store to Customers Product Expertise F08J B.20 Contribute to Food Safety in a Retail Environment F9DD C.58 Provide a Counter/Take-Away Service (People 1 st ) Merchandising F B.02 Keep Stock at Required Levels in a Retail Environment F C.51 Contribute to Monitoring and Maintaining Ease of Shopping in a Retail Sales Area Customer Service F0AP C.01 Wrap and Pack Goods for Customers in a Retail Environment 7

10 Group 1 Optional Units (SCQF level 4) (cont) SQA ref SCQF level SCQF credit points SSC ref Title Organisational Effectiveness F E.01 Help to Keep the Retail Unit Secure 1 F E.02 Help to Maintain Health and Safety in a Retail Environment 1 F09B E.04 Keep the Retail Environment Clean and Hygienic (non-food) A maximum of one Unit may be chosen from the following: Group 2 Optional Units (SCQF level 5) SQA ref SCQF level SCQF credit points SSC ref Title Sales F C.03 Help Customers Choose Products in a Retail Environment F09F C.04 Maximise Product Sales in a Retail Environment F0AC C.05 Provide Information and Advice to Customers in a Retail Environment F08M C.06 Demonstrate Products to Customers in a Retail Environment F0AA C.12 Promote Loyalty Scheme to Customers in a Retail Environment F85H C.47 Promote the Store s Credit Card to Customers F85J C.52 Help Customers to Apply for the Store s Credit Card and Associated Insurance Products Stock Management F0AH B.03 Receive Goods and Materials into Storage in a Retail Environment F0AF B.04 Put Goods and Materials into Storage in a Retail Environment F0A B.06 Process Customer Orders for Goods in Retail Environment F85K B.28 Pick Products in a Retail Store to Fulfil Customer Orders F85L B.30 Check Stock Levels and Sort Out Problems with Stock Levels in a Retail Store F85M E.20 Prepare Newspapers and Magazines for Return to the Merchandiser 8

11 Group 2 Optional Units (SCQF level 5) (cont) SQA ref SCQF level SCQF credit points SSC ref Title Product Expertise Clothing and Footwear F0AE C.17 Provide the Lingerie Fitting Service in a Retail Environment F85N C.48 Provide Service to Customers in the Dressing Room of a Retail Store Food and Drink F09X B.10 Process Bake-off Products for Sale in a Retail Environment F0A B.12 Process Greengrocery Products for Sale in a Retail Environment F08V B.13 Finish Meat Products by Hand in a Retail Environment FY7C B.31 Hand-process Fish in a Retail Environment FY7D B.32 Contribute to the Control and Efficiency of Dough Production in a Retail Environment (Improve) F2NF B.33 Select Weigh and Measure Bakery Ingredients (Improve) F2LV B.34 Hand Divide, Mould and Shape Fermented Doughs (Improve) F09C B.21 Maintain Food Safety while Working with Food in a Retail Environment F85P C.49 Promote Sales of Food or Drink Products by Offering Samples to Customers FD7H C.54 Help Customers to Choose Delicatessen Products in a Retail Outlet FD7J C.55 Portion Delicatessen Products in a Retail Outlet to Meet Individual Customers Requirements Home and Garden F85R C.40 Establish Customer Needs and Provide Advice Regarding Tiling Products F85T C.41 Advise Customers Upon Measuring and Planning for the Fixing of Tiles F85Y C.42 Advise Customers Upon the Fixing of Tiles Motor Fuel F85V B.23 Receive Driver-Controlled Deliveries of Fuel on a Petrol Forecourt F85W B.24 Control Deliveries of Motor Fuel on a Forecourt F85X C.39 Process the Self-Service Dispensing and Purchasing of Motor Fuel on a Forecourt 9

12 Group 2 Optional Units (SCQF level 5) (cont) SQA ref SCQF level SCQF credit points SSC ref Title Other F09W B.09 Prepare Products for Sale to Customers in a Retail Environment F02Y C.11 Assemble Retail Products in Customer s Home/Workplace F0A C.35 Promote Beauty Products to Retail Customers F C.37 Help Customers to Buy National Lottery Products in a Retail Environment F C.43 Maintain a Display of Cut Flowers in a Retail Store F C.50 Deliver Retail Products to the Customer s Premises Merchandising F09A B.05 Keep Stock on Sale at Required Levels in a Retail Environment Visual Merchandising F08R C.02 Display Stock to Promote Sales to Customers in a Retail Environment F08X C.18 Follow Guidelines for Planning and Preparing Visual Merchandising Displays F08W C.19 Follow Guidelines for Dressing Visual Merchandising Displays F09R C.20 Order Graphic Materials for Visual Merchandising Displays F08P C.21 Dismantle and Store Visual Merchandising Displays F09E C.22 Make Props for Visual Merchandising Displays F0AG C.23 Put Visual Merchandising Displays Together Finance and Administration F0A C.08 Process Payments for Purchases in a Retail Environment F0A C.09 Process Payments and Credit Applications for Purchase in a Retail Environment F09Y C.10 Process Cash and Credit Transactions in a Retail Environment F08Y C.36 Follow Point-of-sale Procedures for Agerestricted Products in a Retail Environment F C.46 Cash Up in a Retail Store F E.22 Check the Accuracy of Records of Hours Worked in a Retail Store 10

13 Group 2 Optional Units (SCQF level 5) (cont) SQA ref SCQF level SCQF credit points Management and Leadership SSC ref Title FM E.16 Allocate and Check Work in Your Team (CfA Business Work) Customer Service F0A B.07 Process Returned Goods and Materials in a Retail Environment FY7G D.10 Give Customers a Positive Impression of Yourself and Your Organisation (CfA Business Work) FM5W D.11 Support Customer Service Improvements Organisation (CfA Business Work) FM5T D.12 Resolve Customer Service Problems Organisation (CfA Business Work) Organisational Effectiveness F E.06 Help to Maintain Health and Safety in a Retail Environment 2 F E.07 Help to Keep the Retail Unit Secure 2 11

14 SVQ 2 Retail Skills SCQF level 5 (GD8X 22) Candidates must successfully complete a total of six Units Mandatory Units SQA ref SCQF level SCQF credit points SSC ref Title F0AN E.19 Work Effectively in Your Retail Team 2 Candidates must complete five optional Units, which may be: five Units at SCQF level 5 or four Units at SCQF level 5 and one Unit at SCQF level 4 four Units at SCQF level 5 and one Unit at SCQF level 6 or above three Units at SCQF level 5, the SCQF level 6 Unit E.15 and one other Unit at SCQF level 6 or above Group 1 Optional Units (SCQF level 5) SQA ref SCQF level SCQF credit points SSC ref Title Sales F C.03 Help Customers Choose Products in a Retail Environment F09F C.04 Maximise Product Sales in a Retail Environment F0AC C.05 Provide Information and Advice to Customers in a Retail Environment F08M C.06 Demonstrate Products to Customers in a Retail Environment F0AA C.12 Promote Loyalty Schemes to Customers in a Retail Environment F85H C.47 Promote the Store s Credit Card to Customers F85J C.52 Help Customers to Apply for the Store s Credit Card and Associated Insurance Products 12

15 Group 1 Optional Units (SCQF level 5) (cont) SQA ref SCQ F level SCQF credit points SSC ref Title Stock Management F0AH B.03 Receive Goods and Materials into Storage in a Retail Environment F0AF B.04 Put Goods and Materials into Storage in a Retail Environment F0A B.06 Process Customer Orders for Goods in Retail Environment F85K B.28 Pick Products in a Retail Store to Fulfil Customer Orders F85L B.30 Check Stock Levels and Sort Out Problems With Stock Levels in a Retail Store F85M E.20 Prepare Newspapers and Magazines for Return to the Merchandiser Product Expertise Clothing and Footwear F0AE C.17 Provide the Lingerie Fitting Service in a Retail Environment F85N C.48 Provide Service to Customers in the Dressing Room of a Retail Store Food and Drink F09X B.10 Process Bake-off Products for Sale in a Retail Environment F0A B.12 Process Greengrocery Products for Sale in a Retail Environment F08V B.13 Finish Meat Products by Hand in a Retail Environment FY7C B.31 Hand-process Fish in a Retail Environment FY7D B.32 Contribute to the Control and Efficiency of Dough Production in a Retail Environment F2NF B.33 Select Weigh and Measure Bakery Ingredients (Improve) F2LV B.34 Hand Divide, Mould and Shape Fermented Doughs (Improve) F09C B.21 Maintain Food Safety while Working with Food in a Retail Environment F85P C.49 Promote Sales of Food or Drink Products by Offering Samples to Customers FD7H C.54 Help Customers to Choose Delicatessen Products in a Retail Outlet FD7J C.55 Portion Delicatessen Products in a Retail Outlet to Meet Individual Customers Requirements 13

16 Group 1 Optional Units (SCQF level 5) (cont) SQA ref SCQF level Home and Garden SCQF credit points SSC ref Title F85R C.40 Establish Customer Needs and Provide Advice Regarding Tiling Products F85T C.41 Advise Customers Upon Measuring and Planning for the Fixing of Tiles F85Y C.42 Advise Customers Upon the Fixing of Tiles Motor Fuel F85V B.23 Receive Driver-Controlled Deliveries of Fuel on a Petrol Forecourt F85W B.24 Control Deliveries of Motor Fuel on a Forecourt F85X C.39 Process the Self-Service Dispensing and Purchasing of Motor Fuel on a Forecourt Other F09W B.09 Prepare Products for Sale to Customers in a Retail Environment F02Y C.11 Assemble Retail Products in Customer s Home/Workplace F C.43 Maintain a Display of Cut Flowers in a Retail Store F0A C.35 Promote Beauty Products to Retail Customers F C.37 Help Customers to Buy National Lottery Products in a Retail Environment F C.50 Deliver Retail Products to the Customer s Premises Merchandising F09A B.05 Keep Stock on Sale at Required Levels in a Retail Environment 14

17 Group 1 Optional Units (SCQF level 5) (cont) SQA ref SCQF level SCQF credit points SSC ref Title Visual Merchandising F08R C.02 Display Stock to Promote Sales to Customers in a Retail Environment F08X C.18 Follow Guidelines for Planning and Preparing Visual Merchandising Displays F08W C.19 Follow Guidelines for Dressing Visual Merchandising Displays F09R C.20 Order Graphic Materials for Visual Merchandising Displays F08P C.21 Dismantle and Store Visual Merchandising Displays F09E C.22 Make Props for Visual Merchandising Displays F0AG C.23 Put Visual Merchandising Displays Together Management and Leadership FM E.16 Allocate and Check Work in Your Team (CfA Business Work) Finance and Administration F0A C.08 Process Payments for Purchases in a Retail Environment F0A C.09 Process Payments and Credit Applications for Purchases in a Retail Environment F09Y C.10 Process Cash and Credit Transactions in a Retail Environment F08Y C.35 Follow Point-of-sale Procedures for Agerestricted Products in a Retail Environment F C.46 Cash Up in a Retail Store F E.22 Check the Accuracy of Records of Hours Worked in a Retail Store Organisational Effectiveness F E.06 Help to Maintain Health and Safety in a Retail Environment 2 F E.07 Help to Keep the Retail Unit Secure 2 Customer Service F0A B.07 Process Returned Goods and Materials in a Retail Environment 15

18 Only one Unit can count towards the qualification if choosing from the following Customer Service Units Customer Service Optional Units (SCQF level 5) SQA ref SCQF level SCQF credit points SSC ref Title FY7G D.10 Give Customers a Positive Impression of Yourself and Your Organisation (CfA Business Work) FM5W D.11 Support Customer Service Improvements Organisation (CfA Business Work) FM5T D.12 Resolve Customer Service Problems Organisation (CfA Business Work) If candidates choose any of the three level 2 Customer Service Units they cannot then choose any of the following five level 3 Customer Service Units Customer Service Optional Units (SCQF level 6 and above) SQA ref SCQF level SCQF credit points SSC ref Title FY7H D.13 Organise the Delivery of Reliable Customer Service (CfA Business Work) FY7J D.14 Improve the Customer Relationship (CfA Business Work) FM5X D.15 Work With Others to Improve Customer Service (CfA Business Work) FM5V D.16 Monitor and Solve Customer Service Problems (CfA Business Work) FY7K D.17 Promote Continuous Improvement (CfA Business Work) A maximum of one Unit can be chosen from the following Units. Group two Optional Units SCQF level 4 SQA ref SCQF level SCQF credit points SSC ref Title F0A B.08 Process Donated Goods for Resale or Recycling in a Retail Environment F08J B.20 Contribute to Food Safety in a Retail Environment F B.29 Load Orders for Despatch from a Retail Store to Customers 16

19 SCQF level 4 (cont) SQA ref SCQF level SCQF credit points SSC ref Title F C.51 Contribute to Monitoring and Maintaining Ease of Shopping in a Retail Sales Area F9DD C.58 Provide a Counter/Take-Away Service (Improve) SCQF level 6 and above SQA ref SCQF level SCQF credit points SSC ref Title Sales F0A C.07 Process Part-Exchange Sales Transactions in a Retail Environment F08N C.30 Develop Individual Retail Service Opportunities F0AB C.31 Provide a Personalised Sales and Aftersales Service to Your Retail Clients FY7E C.56 Help Customers to Choose Specialist Products in a Retail Environment FY7F C.57 Demonstrate Specialist Products to Customers in a Retail Environment Stock Management F09S B.14 Organise the Receipt and Storage of Goods in a Retail Environment F08E B.15 Audit Stock Levels and Stock Inventories in a Retail Environment Product Expertise Food and Drink F09L B.22 Monitor and Help Improve Food Safety in a Retail Environment F C.45 Help Customers to Choose Alcoholic Beverages in a Retail Store Other F C.38 Assist Customers to Obtain Appropriate Insurance (Financial Skills Partnership) Sourcing F0AJ B.16 Source Required Goods and Services in a Retail Environment. Merchandising F09D C.13 Maintain the Availability of Goods for Sale to Customers in a Retail Environment 17

20 SCQF level 6 and above (cont) SQA ref SCQF level SCQF credit points SSC ref Title Management and Leadership F E.09 Help to Manage a Retail Team F08K E.10 Contribute to the Continuous Improvement of Retail Operations F09T E.12 Plan, Monitor and Adjust Staffing Levels and Schedules in a Retail Environment FM4Y E.13 Recruit, Select And Keep Colleagues FD3H E.15 Develop Productive Working Relationships with Colleagues Developing People FM E.14 Provide Learning Opportunities for Colleagues Finance and Administration F08S C.15 Enable Customers to Apply for Credit and Hire Purchase Facilities F08T C.16 Evaluate the Receipt of Payments from Customers F E.21 Monitor and Support Secure Till Use During Trading Hours Customer Service F09H E.17 Monitor and Evaluate the Quality of Service Provided By External Suppliers to Your Customers Organisational Effectiveness F E.11 Help to Monitor and Maintain the Security of the Retail Unit F09M E.18 Monitor and Maintain Health and Safety in a Retail Environment Visual Merchandising F08F C.24 Choose Merchandise to Feature in Visual Merchandising Displays F09V C.25 Plan, Monitor and Control How Graphics are Used in Visual Merchandising Displays F09N C.26 Monitor the Effect of Visual Merchandising Displays and Layouts F01K C.27 Allocate, Monitor and Control Visual Merchandising Project Resources against Budgets F08G C.28 Contribute to Developing and Putting Into Practice The Company s Visual Merchandising Policy F08L C.29 Create Plans, Elevations and Drawings to Realise Visual Merchandising Ideas 18

21 Additional Units (The following Units do not contribute to the overall award) SQA ref SCQF level SCQF credit points SSC ref Title H8N PPLMCR01 Work Productively with Colleagues in a Multi-Channel Retail Business H8N PPLMCR02 Work with Colleagues to Encourage Innovation in a Multi-Channel Retail Business H8N PPLMCR03 Update Product Information on a Trading Website H8NA PPLMCR05 Provide Support to Individual Customers of a Trading Website H8NC PPLMCR06 Analyse Feedback from Customers of a Multi-Channel Retail Business H8ND PPLMCR07 Maintain a Social Network as Part of Multi-Channel Retail H8NE PPLMCR15 Use In-Store Online Facilities to Achieve Retail Sales H8NF PPLMCR16 Advise and Support Customers In-Store on the Use of Online Retail Facilities H8NG PPLMCR17 Motivate Colleagues to Promote Online Retail Facilities to Customers H8NH PPLMCR18 Maintain the Confidentiality and Security of Online Data regarding Retail Customers 19

22 SVQ 3 Retail (Sales Professional) SCQF level 6 (GD8T 23) Candidates must successfully complete a total of six Units Mandatory Units SQA ref SCQF level SCQF credit points SSC ref Title F0AL E.08 Work Effectively in Your Retail Organisation Candidates must complete five of the following Units. At least four of these must be chosen from the following Units at SCQF level 6. One further Unit may be taken from the SCQF level 6 Optional Units or from a restricted selection of Optional Units at SCQF level 5. Group 1 Optional Units (SCQF level 6 and above) SQA ref SCQF level SCQF credit points SSC ref Title Sales F0A C.07 Process Part Exchange Sales Transactions in a Retail Environment F08N C.30 Develop Individual Retail Service Opportunities F0AB C.31 Provide a Personalised Sales and Aftersales Service to Your Retail Clients FY7E C.56 Help Customers Choose Specialist Products in a Retail Environment FY7F C.57 Demonstrate Specialist Products to Customers in a Retail Environment Stock Management F09S B.14 Organise the Receipt and Storage of Goods in a Retail Environment F08E B.15 Audit Stock Levels and Stock Inventories in a Retail Environment Product Expertise F09L B.22 Monitor and Help Improve Food Safety in a Retail Environment F C.45 Help Customers to Choose Alcoholic Beverages in a Retail Store F C.38 Assist Customers to Obtain Appropriate Insurance (Financial Skills Partnership) Sourcing F0AJ B.16 Source Required Goods and Services in a Retail Environment 20

23 Group 1 Optional Units (SCQF level 6 and above) Merchandising F09D C.13 Maintain the Availability of Goods for Sale to Customers in a Retail Environment Management Leadership F E.09 Help to Manage a Retail Team F08K E.10 Contribute to the Continuous Improvement of Retail Operations F09T E.12 Plan, Monitor and Adjust Staffing Levels and Schedules in a Retail Environment FD3H E.15 Develop Productive Working Relationships with Colleagues Finance and Administration F08S C.15 Enable Customers to Apply for Credit and Hire Purchase Facilities F E.21 Monitor and Support Secure Till Use During Trading Hours Customer Service F09H E.17 Monitor and Evaluate the Quality of Service Provided by External Suppliers to Your Customers Organisational Effectiveness F E.11 Help to Monitor and Maintain the Security of the Retail Unit Only one Unit can count towards the qualification when choosing from the following five Customer Service Units Customer Service Optional Units (SCQF level 6 and above) SQA ref SCQF level SCQF credit points SSC ref Title FY7H D.13 Organise the Delivery of Reliable Customer Service (CfA Business Work) FY7J D.14 Improve the Customer Relationship (CfA Business Work) FM5X D.15 Work With Others to Improve Customer Service (CfA Business Work) FM5V D.16 Monitor and Solve Customer Service Problems (CfA Business Work) FY7K D.17 Promote Continuous Improvement in Customer Service (CfA Business Work) 21

24 A maximum of one Unit can be chosen from the following Units at SCQF level 5 Group 2 Optional Units (SCQF level 5) SQA ref SCQF level SCQF credit points SSC ref Title Sales F85H C.47 Promote the Store s Credit Card to Customers F85J C.52 Help Customers to Apply for the Store s Credit Card and Associated Insurance Products Product Expertise Clothing and Footwear F0AE C.17 Provide the Lingerie Fitting Service in a Retail Environment F85N C.48 Provide Service to Customers in the Dressing Room of a Retail Store Food and Drink F09X B.10 Process Bake-off Products for Sale in a Retail Environment F0A B.12 Process Greengrocery Products for Sale in a Retail Environment F08V B.13 Finish Meat Products by Hand in a Retail Environment FY7C B.31 Hand-process Fish in a Retail Environment FY7D B.32 Contribute to the Control and Efficiency of Dough Production in a Retail Environment F2NF B.33 Select Weigh and Measure Bakery Ingredients (Improve) F2LV B.34 Hand Divide, Mould and Shape Fermented Doughs (Improve) F85P C.49 Promote Sales of Food or Drink Products by Offering Samples to Customers FD7H C.54 Help Customers to Choose Delicatessen Products in a Retail Outlet FD7J C.55 Portion Delicatessen Products in a Retail Outlet to Meet Individual Customers Requirements Home and Garden F85R C.40 Establish Customer Needs and Provide Advice Regarding Tiling Products F85T C.41 Advise Customers Upon Measuring and Planning for the Fixing of Tiles F85Y C.42 Advise Customers Upon the Fixing of Tiles 22

25 Group 2 Optional Units (SCQF level 5) SQA ref SCQF level SCQF credit points SSC ref Title Other F0A C.35 Promote Beauty Products to Retail Customers Finance and Administration F C.46 Cash Up in a Retail Store Additional Units (The following Units do not contribute to the overall award) SQA ref SCQF level SCQF credit points SSC ref Title H8N PPLMCR01 Work Productively with Colleagues in a Multi-Channel Retail Business H8N PPLMCR02 Work with Colleagues to Encourage Innovation in a Multi-Channel Retail Business H8N PPLMCR03 Update Product Information on a Trading Website H8NA PPLMCR05 Provide Support to Individual Customers of a Trading Website H8NC PPLMCR06 Analyse Feedback from Customers of a Multi-Channel Retail Business H8ND PPLMCR07 Maintain a Social Network as Part of Multi-Channel Retail H8NE PPLMCR15 Use In-Store Online Facilities to Achieve Retail Sales H8NF PPLMCR16 Advise and Support Customers In-Store on the Use of Online Retail Facilities H8NG PPLMCR17 Motivate Colleagues to Promote Online Retail Facilities to Customers H8NH PPLMCR18 Maintain the Confidentiality and Security of Online Data regarding Retail Customers 23

26 SVQ 3 Retail (Visual Merchandising) SCQF level 6 (GD8G 23) Candidates must successfully complete a total of six Units Mandatory Units SQA ref SCQF level SCQF credit points SSC ref Title F0AL E.08 Work Effectively in Your Retail Organisation Candidates must also complete five of the following Units. At least four of these must be chosen from the following Units at SCQF level 6. One further Unit can be chosen from the SCQF level 6 options or from a restricted selection of optional Units at SCQF level 5. Group 1 Optional Units (SCQF level 6) SQA ref SCQF level SCQF credit points SSC ref Title Stock Management F09S B.14 Organise the Receipt and Storage of Goods in a Retail Environment Visual Merchandising F08F C.24 Choose Merchandise to Feature in Visual Merchandising Displays F09V C.25 Plan, Monitor and Control How Graphics are Used In Visual Merchandising Displays F09N C.26 Monitor the Effect of Visual Merchandising Displays and Layouts F01K C.27 Allocate, Monitor and Control Visual Merchandising Project Resources against Budgets F08G C.28 Contribute to Developing and Putting Into Practice The Company s Visual Merchandising Policy F08L C.29 Create Plans, Elevations and Drawings to Realise Visual Merchandising Ideas Management Leadership F E.09 Help to Manage a Retail Team F08K E.10 Contribute to the Continuous Improvement of Retail Operations 24

27 A maximum of one Unit can be taken from the following Units Group 2 Optional Units (SCQF level 5) SQA ref SCQF level SCQF credit points SSC ref Title Visual Merchandising F08X C.18 Follow Guidelines for Planning and Preparing Visual Merchandising Displays F08W C.19 Follow Guidelines for Dressing Visual Merchandising Displays F09R C.20 Order Graphic Materials for Visual Merchandising Displays F08P C.21 Dismantle and Store Visual Merchandising Displays F09E C.22 Make Props for Visual Merchandising Displays F0AG C.23 Put Visual Merchandising Displays Together Additional Units (The following Units do not contribute to the overall award) SQA ref SCQF level SCQF credit points SSC ref Title H8N PPLMCR01 Work Productively with Colleagues in a Multi-Channel Retail Business H8N PPLMCR02 Work with Colleagues to Encourage Innovation in a Multi-Channel Retail Business H8N PPLMCR03 Update Product Information on a Trading Website H8NA PPLMCR05 Provide Support to Individual Customers of a Trading Website H8NC PPLMCR06 Analyse Feedback from Customers of a Multi-Channel Retail Business H8ND PPLMCR07 Maintain a Social Network as Part of Multi-Channel Retail H8NE PPLMCR15 Use In-Store Online Facilities to Achieve Retail Sales H8NF PPLMCR16 Advise and Support Customers In-Store on the Use of Online Retail Facilities H8NG PPLMCR17 Motivate Colleagues to Promote Online Retail Facilities to Customers H8NH PPLMCR18 Maintain the Confidentiality and Security of Online Data regarding Retail Customers 25

28 SVQ 3 Retail (Management) SCQF level 6 (GD8W 23) Candidates must successfully complete a total of six Units Mandatory Units SQA ref SCQF level SCQF credit points SSC ref Title F0AL E.08 Work Effectively in Your Retail Organisation Candidates must also complete five Optional Units. At least two Units must be chosen from the following Group one Unit at SCQF level 6. The remainder may be taken from Group two and the Customer Service Options. Group 1 Optional Units SQA ref SCQF level SCQF credit points SSC ref Title F08K E.10 Contribute to the Continuous Improvement of Retail Operations FM4Y E.13 Recruit, Select and Keep Colleagues (CfA Business Work) FM E.14 Provide Learning Opportunities for Colleagues (CfA Business Work) FD3H E.15 Develop Productive Working Relationships with Colleagues (CfA Business Work) FM E.16 Allocate and Check Work in Your Team (CfA Business Work) Any remaining Units can also be chosen from the following Group 2 Optional Units (SCQF level 6) SQA ref SCQF level SCQF credit points SSC ref Title Stock Management F09S B.14 Organise the Receipt and Storage of Goods in a Retail Environment F08E B.15 Audit Stock Levels and Stock Inventories in a Retail Environment Product Expertise F09L B.22 Monitor and Help Improve Food Safety in a Retail Environment Sourcing F0AJ B.16 Source Required Goods and Services in a Retail Environment 26

29 Group two Optional Units (SCQF level 6 and above) (cont) SQA ref SCQF level SCQF credit points SSC ref Title Merchandising F09D C.13 Maintain the Availability of Goods for Sale to Customers in a Retail Environment Management and Leadership F08K E.10 Contribute to the Continuous Improvement of Retail Operations F09T E.12 Plan, Monitor and Adjust Staffing Levels and Schedules in a Retail Environment FM4Y E.13 Recruit, Select and Keep Colleagues (CfA Business Work) FD3H E.15 Develop Productive Working Relationships with Colleagues (CfA Business Work) FM E.16 Allocate and Check Work in Your Team (CfA Business Work) Developing People FM E.14 Provide Learning Opportunities for Colleagues (CfA Business Work) Finance and Administration F08T C.16 Evaluate the Receipt of Payments from Customers F C.46 Cash Up in a Retail Store F E.21 Monitor and Support Secure Till Use During Trading Hours Organisational Effectiveness F E.11 Help to Monitor and Maintain the Security of the Retail Unit F09M E.18 Monitor and Maintain Health and Safety in a Retail Environment Customer Service F09H E.17 Monitor and Evaluate the Quality of Service Provided by External Suppliers to Your Customers 27

30 Only one Unit can count towards the qualification when chosen from the following Customer Service Units. Customer Service Optional Units (level 3) SQA ref SCQF level SCQF credit points SSC ref Title FY7H D.13 Organise the Delivery of Reliable Customer Service (CfA Business Work) FY7J D.14 Improve the Customer Relationship (CfA Business Work) FM5X D.15 Work With Others to Improve Customer Service (CfA Business Work) FM5V D.16 Monitor and Solve Customer Service Problems (CfA Business Work) FY7K D.17 Promote Continuous Improvement in Customer Service (CfA Business Work) Additional Units (The following Units do not contribute to the overall award) SQA ref SCQF level SCQF credit points SSC ref Title H8N PPLMCR01 Work Productively with Colleagues in a Multi-Channel Retail Business H8N PPLMCR02 Work with Colleagues to Encourage Innovation in a Multi-Channel Retail Business H8N PPLMCR03 Update Product Information on a Trading Website H8NA PPLMCR05 Provide Support to Individual Customers of a Trading Website H8NC PPLMCR06 Analyse Feedback from Customers of a Multi-Channel Retail Business H8ND PPLMCR07 Maintain a Social Network as Part of Multi-Channel Retail H8NE PPLMCR15 Use In-Store Online Facilities to Achieve Retail Sales H8NF PPLMCR16 Advise and Support Customers In-Store on the Use of Online Retail Facilities H8NG PPLMCR17 Motivate Colleagues to Promote Online Retail Facilities to Customers H8NH PPLMCR18 Maintain the Confidentiality and Security of Online Data regarding Retail Customers 28

31 29

32 An Assessment Strategy for the SVQ As part of their/its review of the SVQ(s), the standards-setting body Skillsmart Retail has developed an Assessment Strategy which defines a range of requirements: the occupational expertise of assessors and verifiers a definition of simulation definition of the workplace information on a model of independent assessment or external quality control The relevant parts of the Assessment Strategy are published on SQA s website ( and both SQA and centres must comply with these requirements. Why would people be interested in the SVQ. People will take SVQs for a variety of reasons: to gain promotion, to prove their job competence, or for personal development. There will be other reasons too. One of the first things to do is to find out why your candidates want to do the SVQ, and to advise them of the appropriateness of the qualification. If anyone is acting as a coach or mentor to your candidates, they might help you to do this. 30

33 How do candidates begin? Choosing the SVQ You should make sure that candidates get guidance before starting out on an SVQ they need advice to ensure that their existing job remit, skills, experience, and their plans for progression, are matched to the SVQ selected. It does not have to be you as the assessor, who carried out the matching process, but whoever has responsibility for this should ensure that the assessment opportunities available to the candidate are also considered. Example Alison has been working for three years as a sales assistant in the fashion department of Lifestyle Stores, a family run department store. Internal promotion has created a vacancy for an assistant department manager and the store manager has recommended Alison for the role. Alison was selected for interview and was given the job. During the interview, it was identified that Alison needed to learn some new skills to assist her in her new role. These skills included: stock control stock taking procedures team building dealing with difficult customers Part of Lifestyle Store s development programme for staff includes the SVQs in Retail which are delivered by an external training organisation. All members of staff are encouraged to be part of the programme and SVQs are offered at SCQF levels 4, 5, and 6. Alison s store manager arranged a meeting between the training organisation, Alison, and her department manager to discuss the most appropriate route for Alison s development. It was agreed that Alison should work towards an SVQ 3 Retail (Sales Professional) SCQF level 6 (GD8T 23). She would be supported at work by a mentor her department manager, and be assessed in the workplace by an occupationally competent assessor from the external training organisation. Alison, her mentor, and the assessor met to discuss and agree the most appropriate Units for Alison s development and job role. The SVQ 3 Retail (Sales Professional) SCQF level 6 (GD8T 23) consists of one mandatory Unit and five optional Units. Mandatory Unit E.08 Work Effectively in Your Retail Organisation (F0AL 04) would require Alison to demonstrate a number of new roles, so discussion focussed on Units which would provide Alison with the skills needed to allow her to operate effectively at assistant department manager level. 31

34 These Units were identified as: Audit Stock Levels and Stock Inventories in a Retail Environment (F08E 04) Maintain the Availability of Goods for Sale to Customers in a Retail Environment (F09D 04) Help to Manage a Retail Team (F096 04) Plan, Monitor and Adjust Staffing Levels and Schedules in a Retail Environment (F09T 04) Monitor and Solve Customer Service Problems (FM5V 04) Completion of these Units would provide Alison with the following skills: stock control essential to ensure that stock is kept at required levels stock taking essential for effective monitoring of stock levels team management essential to enable Alison to establish herself in her new role It was agreed that in-house training would provide Alison with the knowledge required for stock control and stock taking, and that Alison would shadow her department manager during the next stock take. The training company also runs team building courses, and a date was confirmed for Alison to attend an external training event. Evidence for the Units would come from examples of work completed by Alison, for example, stock taking records and results, staffing schedules, observations/testimonies from expert witnesses to confirm Alison s performance, and a combination of written and audio records from Alison herself. It was also agreed that Alison s customer care and selling skills were already up to the SVQ 3 standard (SCQF Level 6), and that much of the evidence for these Units would come from a combination of evidence from an expert witness, Alison s manager, and audio recordings of professional discussions between Alison and her assessor. A nine month assessment plan which avoided peak trading times, for example Christmas and sale periods, was agreed. As a result, Alison took up her new post with the knowledge that she had the support of a sound learning and development programme with a nationally recognised outcome SVQ 3 Retail (Sales Professional) SCQF level 6 to assist her in the future. 32

35 2 Preparing to assess the SVQ This section offers practical advice on how to begin to go about assessing your candidates for the SVQ. This advice is offered as examples of good practice you may develop your own approaches to assessing your candidates which also work well. Your role and your candidate s role Assessing the SVQ will involve several stages. Both you and the candidate should be clear on your roles in the assessment process before you begin. Your role ensure candidates understand what is to be assessed and how it is to be assessed ensure the conditions and resources required for assessment are available help candidates to identify and gather evidence observe and record candidates carrying out the activities described in the standards records should say what has been observed, how it was carried out, and what it demonstrates assess products of the candidate s own work question candidates and record results help candidates to present evidence authenticate the evidence candidates provide judge evidence and make assessment decisions identify gaps or shortfalls in candidates competence provide feedback to candidates throughout the assessment process record achievement Candidates role prepare for assessment become familiar with the standards, what is to be assessed and how it is to be assessed help to identify sources of evidence and how these could be assessed carry out activities, and/or produce products of own work, and/or answer questions gather and present evidence receive and act on feedback from the assessor 33

36 Planning In planning for assessment, you will find it helpful to meet with your candidate and plan what is to be assessed, in what way, and when and where the assessment is to take place. This discussion can be confirmed in the form of an agreed assessment plan between you and your candidate. You should treat assessment plans as working documents they can be updated and changed as you review progress with your candidate. As you are planning assessment, don t forget to make the most of opportunities to integrate assessment. This means planning to assess an activity which draws on the contents of different Units or Elements. It can be a practical and cost-effective way of assessing your candidate s competence. If you are a new assessor working towards your A/V Units (the national standards in assessment and verification) you will need copies of completed assessment plans as part of your evidence. To help you plan for assessment, we have produced an assessment plan which covers Unit(s) C.03 Help Customers Choose Products in a Retail Environment (F090 04) which is part of the Retail SVQ 2. You will notice that we have included spaces to enter dates when the assessment plan has been reviewed. Any gaps identified during these reviews should be discussed with your candidates and noted for action in the assessment plan. 34