SUPPORT KNOWLEDGE QUALIFY PETROCTM

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1 Petroc Direct also deliver apprenticeships and full diplomas/certificates in: Business & Administration Customer Service Health & Social Care Hospitality & Catering For apprenticeships please contact SUPPORT KNOWLEDGE QUALIFY PETROCTM Petroc Direct also offers a selection of short courses in: Food Safety HACCP Health and Safety Personal License See RETAIL COURSES Courses to boost skills in the retail industries Courses for retailers WorldHost - Frontline Management Solution 3 WorldHost - Sales Powered by Service WorldHost - The Principles of Customer Service Certificate in Customer Service Level Award in Principles of HACCP Level BIIAB Personal Licence Holders Level CIEH Award: Food Safety in Retail Level Certificate in Customer Service Level PETROCTM Petroc Old Sticklepath Hill Barnstaple Devon EX31 2BQ Main Switchboard: Guidance Centre: All details correct at the time of production. E&EO. Petroc reserves the right to make changes, including the addition, withdrawal or restriction of qualifications as may be deemed necessary Diploma in Retail Level Certificate in Contact Centre Operations Level NVQ 2 Diploma in Sales Retail Diploma in Management, Sales Professional and Visual Merchandising Level Award in Hazard Analysis and Critical Control Points (HACCP) RSPH Level Award in Supervising Food Safety in Retail Level Customer Service OCR Diploma Level Award in Managing Food Safety Level Higher Level Apprenticeship in Retail Management

2 WorldHost - Frontline Management Solution Retail one-day course Working as a manager or supervisor, you ll know how important team-leading and customer service skills really are. This one day course (ending with a test of competence) is designed to equip you with the skills to manage your team more effectively, sharpen your customer service ability, and earn you the right to wear the WorldHost badge. If you are making the tricky transition from team member to respected supervisor, this course hits the spot. On the packed day, you ll learn: How to create high performing teams and how to coach for high performance How to empower the team to deliver excellent customer service How to hire and train for success How to manage change and productivity while focusing on the customer How to implement the above and create winning business strategies Your employer benefits too. The programme encourages strong leadership, helps managers support and motivate their teams, be more productive and deliver excellent customer experiences. Courses to boost skills in the retail industries Retail is one of the main industries in the South West, and one of the largest employers. Skills really count, both to enable employees to progress in their careers, and to enable businesses to build capable, motivated workforces that will help them compete and grow. One day 120 plus VAT - funding may be available At Petroc, we have created a wide range of smart, flexible courses targeted at anyone currently employed in the retail sector, from new recruits to experienced managers. In different formats from half-day courses to programmes of a year or more, they give both employers and learners the flexibility to succeed in ways that suit everyone. If you are an employer, we invite you to share these opportunities with your employees. If you are working for a retail business, finding the right course for you could be your passport to career success. Who can enrol? If you are aged 16+ and in employment 3

3 WorldHost - Sales Powered by Service Retail half-day course Great service. In the end, that s what every retail business wants to give its customers and that s exactly the focus of this short, sharp half-day course. If you re on the frontline in a retail business, this course can help you learn to be part of an effective sales team who not only listen to the customers needs, but know how to maximise on those needs, while still giving great service. The programme is an excellent follow-up to the Principles of Customer Service Retail course. You ll gain: An understanding of the sales cycle and how to influence customer purchasing decisions The value of understanding products/services by listening to the needs of your customers An understanding of the impact of moments of truth and looking at the business through the eyes of the customer The benefits of selling beyond the basics You ll be eligible to wear a WorldHost pin badge, and all this is great for you and your employer. You can be part of a team with the confidence and skills to sell the right products and services and help the businesses to maximise profit. Half day course and end test 62 plus VAT - funding may be available WorldHost - The Principles of Customer Service Retail one-day course Eligibility to wear WorldHost pin badge It s a golden rule of retailing that loyal customers are valuable customers. If you re working in a retail environment, understanding how to keep customers coming back is a vital skill. This one-day course is nothing less than the new national standard for retail, giving you a fundamental framework to base your customer service on. It equips you with invaluable skills and techniques which can help you to help your business reduce costs to attract new customers and be a true customer-first organisation. On your way to earning your WorldHost pin badge, you ll learn: An understanding of the value of retail to the UK The importance of excellent customer service The skills of effective communication How to listen to customers and respond effectively to their needs The lifetime value of a customer to the business The five key principal commitments that enable staff to go the extra mile One day and an end test Certificate in Customer Service Level 1 Work based learning What is customer service? Why is it so important to retailers? What are the secrets of doing it well? If you re starting out on your retail career, this course is the ideal introduction to customer service and how it applies to you and your job. Learning over the course of a year, in your workplace, you ll build a portfolio of work proving your growing understanding of your role and responsibilities, and showing how you have learned new skills, while making sure your abilities are recognised by your employer. As you become more knowledgeable and capable, you ll be adding to your employer s pool of motivated people who can deliver high quality of service to customers. Importantly, you ll also be ensuring levels of service meet national standards. You could move on to a Level 2 certificate in customer service One year 85 plus VAT - Funding may be available

4 Award in Principles of HACCP Level 2 One day classroom-based programme Lots of food manufacturing businesses make use of the HACCP (Hazard Analysis and Critical Control Point) system to control food safety. This qualification is very relevant (for you and your employer) if you are involved in implementing a HACCP-based system, or if you are going to become part of a HACCP team. It meets the requirement for training on the application of HACCP principles under Regulation (EC) NO. 852/2004 on the hygiene of foodstuffs. Over one day, you ll be able to develop your knowledge of the purposes of a HACCP system, the features and terminology of HACCP and how a HACCP system is applied in the workplace. You ll be assessed by a 30 question multiple-choice examination at the end of the day. Level 3 Award in HACCP for Food Manufacturing/in Catering One day BIIAB Personal Licence Holders Level 2 One day classroom-based course From pubs to restaurants, any business with an alcohol licence needs employees who are qualified and know their responsibilities. If that s you, read on. CIEH Award: Food Safety in Retail Level 2 One day course This excellent food safety training course is from the Chartered Institute of Environmental Health (CIEH), the body at the forefront of food safety and public health. It s right for you if you are currently working in catering, manufacturing or retail where food is prepared, cooked and handled and need food hygiene training for industry. The qualification covers a wide range of important food hygiene and safety topics: Legislation Food safety and hygiene hazards Temperature control Refrigeration, chilling and cold holding Cooking, hot holding and reheating Food handling Principles of safe food storage Cleaning Food premises and equipment With this qualification, you (and your employer) can be confident of your food safety capabilities. On completion, candidates can progress onto the Supervising Food Safety in Retail Level 3 Award. One day with assessment by multiple choice questions set by CIEH. This course in fact covers the syllabus set by the Government to enable candidates to understand the law in relation to a wide range of important topics: The roles, responsibilities and functions of licensing authorities within the framework of the licensing objectives The application process for a personal licence The role and legal responsibilities of the personal licence holder and the penalties relating to failure to comply with the law The premises licence The content and purpose of operating schedules The role and duties of the designated premises supervisor Unauthorised and temporary licensable activities Rights of entry to licensed premises Police powers with regard to suspension and closure of licensed premises The specific prohibitions for the sale of alcohol The strengths of alcoholic drinks and the effects of alcohol on the human body The protection of children from harm The responsible retail sale of alcohol. You ll be assessed by multiple choice questions set by BIIAB. If you d like to know more, contact the Short Course team on One full day

5 Certificate in Customer Service Level 2 If you re working in any kind of customer service role, gaining qualifications is the way to prove your skills to your employer and move your career forward. On this Level 2 OCR course, you ll be able to gain a really clear understanding of where you fit in to the organisation you work for. You ll also be able to develop new skills, and make sure your existing ones are recognised. As you benefit, so does your employer, as you improve your performance and motivation and learn to give better service to customers. It also means your employer can make sure that levels of service are to national standards. You ll be able to choose from a range of units to tailor the qualification to your needs and the requirements of your role. The learning is work-based as you build a portfolio of achievement to prove your progress. This qualification could be your stepping-stone into a supervisory role, or you could advance to a Level 3 qualification 12 months Diploma in Retail Level 2 Delivered one-to-one in the workplace When you gain recognised, credible qualifications that prove your retail skills and abilities, it s good news for you and your employer. This OCR Diploma, then, is very valuable all round. It s a flexible course, made up from a mandatory unit - Work effectively in your retail team - and a number of units you can choose from, so you can tailor what you learn to bring maximum value to you and the role you re working in. The kinds of units you choose from include: customer service; health and safety; security; cash handling; stock management; visual merchandising; under age sales; and dealing with complaints. Helpfully, there are also units aimed at specific trades within the retail sector including butchery, lingerie fitting, baked goods, plant and floristry management and many more. You can even choose selected Level 1 and 3 units too, if that s what makes the course most valuable to you. We use a range of assessment methods, as you build a portfolio of work that tracks your growing knowledge and skill levels. From here, you could move on to a Level 3 Retail Diploma (Sales Professional/Management or Visual Merchandising) The course should be completed within one year. Also available as an Apprenticeship Certificate in Contact Centre Operations Level 2 Delivered one-to-one in the workplace Working in a contact centre can be both rewarding and challenging. It s a specialised form of retail activity, and you need a specific set of practical and customer service skills to do it well. This qualification is squarely aimed at contact centre skills and the challenges the role presents. It s ideal for people in a wide range of job roles including Trainee Agent, Contact Centre Agent, Help Desk Operative, Sales Adviser, Customer Service Adviser, Telephone Banking Adviser and Telesales Operator. The wide-ranging and thorough course covers: Manage and prioritise time for sales activities Demonstrate compliance with legal, regulatory and ethical requirements for sales activities Sell products and services over the telephone Obtain and use sales related information Develop, implement and monitor call planning Manage your own personal and professional development in sales Develop and deliver a professional sales presentation Input and access data in you organisation s information systems Assist customers to obtain finance for purchases Process customer orders and payments Monitor the delivery of products Generate and follow up sales leads Handle objections and close sales By the end, you ll have the skills to impress your employer with your selling talent and understanding of the important processes in a customer service centre. From here, you could move on to a Level 3 course Between five and nine months to complete the course. Also available as an Apprenticeship

6 NVQ 2 Diploma in Sales Portfolio-building in the workplace If you are working in sales, you re at the sharp end of your company s retail activities. That s why sales skills are highly valued by employers. This in-depth Level 2 Diploma is designed to arm you with a really wide range of sales-related skills. As you progress through the programme, you ll build a portfolio of work on which your Diploma will be assessed. Just look at the list of important subjects you ll cover on the course: Manage and prioritise time for sales activities Demonstrate compliance with legal, regulatory and ethical requirements for sales activities Sell products and services face-to-face Sell products and services over the telephone Obtain and analyse sales-related information Develop, implement and monitor call plans Manage your own personal and professional development in sales Sell products and services at trade fairs, exhibitions or conferences Undertake Sales Demonstrations Input and access data in your organisation s information systems Assist customers to obtain finance for purchases Process customer orders and payments Monitor the delivery of products Generate and follow up sales leads Handle objections and close sales Ensure health and safety requirements are met in your area of responsibility Retail Diploma in Management, Sales Professional and Visual Merchandising Level 3 Delivered one-to-one in the workplace Calling all sales professionals. If you re ready to take your abilities, and perhaps your career, to the next level with a valuable qualification, this could be the ideal course for you. Spanning management, sales professional and visual merchandising, this Level 3 Diploma has the flexibility to let you choose which path you want to specialise in. You ll learn in your workplace, supported by observation, customised work books, self-study and workplace training, amassing a personal portfolio of evidence which will determine your qualification. You can progress to the HLA in retail management which is a Level 4 qualification. Eight to twelve months to complete the course. Also available as an Apprenticeship in the workplace. Costs to be advised on application. Funding may be available for students aged under 24, please contact us for further details. Award in Hazard Analysis and Critical Control Points (HACCP) RSPH Level 3 Between five and nine months to complete the course. One day plus assignments and exam For supervisors/junior managers working in the food manufacturing industry, as well as caterers and retailers, this information-filled one day course could be invaluable. As a Level 3 qualification, it takes you through HACCP-based food safety procedures in detail, from the preliminary processes to monitoring of critical control points and corrective actions and evaluation. You ll be assessed by a 90 minute multiple choice exam. By the end of the course, you will be able to: State the importance of HACCP based food safety management systems Explain the preliminary processes for HACCP based procedures Outline the development of the HACCP based procedures Describe procedures for ensuring food safety Evaluate HACCP based procedures With this qualification, you will have the knowledge to be an integral part of a HACCP team and to supervise the implementation of a HACCP-based system. What s more, the award will show regulators that you have been trained in accordance with the national occupational standards. Level 3 is a stepping stone towards being eligible to train staff at lower qualification levels. It is a stand-alone qualification but it is also designed to lead to the Level 4 Award in HACCP Management for Food Manufacturing, when you progress to a suitable managerial position One day Costs to be advised on application. Funding may be available for students aged under 24, please contact us for further details.

7 Award in Supervising Food Safety in Retail Level 3 Classroom or one-to-one distance learning New legislation (introduced in Jan 2006) puts a heavy burden of responsibility on anyone in the food business who has a supervisory or managerial role in food retail or other areas of the catering industry. If that s you, you need to make sure you have the knowledge to do your job effectively. This in-depth course is the answer. It covers a range of vital topics: Legislation Applying and Monitoring Good Hygiene Practice Temperature Control Workplace and Equipment Design Waste Disposal, Cleaning and Disinfection Pest Control Personal Hygiene of Staff Contribution to Staff Training Implementation of Food Safety Management Procedures Food Safety Management Tools Assessment is by 60 multiple choice questions. Completing this course is a great confidence-builder, for you and your employer. On completion, you can if you wish progress onto the Level 4 Managing Food Safety. Five days or one day per week over five weeks. One-to-one distance learning is available if required. To be advised on application. Customer Service OCR Diploma Level 3 Workplace-based portfolio building course If you re working in a supervisory role in a customer-facing retail job, you ll know it can be challenging and complex. That s why employers really value relevant qualifications, like this Level 3 Diploma from OCR. The course is your opportunity to gain a clearer understanding of your responsibilities within your organisation, as well as the chance to acquire new skills and make sure your current ones are valued. The employer will benefit from improved staff performance and motivation, improvements in the quality of service to customers, the opportunity to ensure levels of service are to national standards and improvements in the quality and service provided. 12 to 18 months. An apprenticeship is also available. Costs to be advised on application. Funding may be available for students aged under 24, please contact us for further details

8 Award in Managing Food Safety Level 4 Distance Learning It goes without saying that in the food retailing catering industry, food hygiene and safety are of paramount importance. Employers will value high level qualifications in this field. This advanced qualification covers all of the essential aspects of food hygiene and safety in depth, equipping you with a comprehensive knowledge base on the subject. The course is mainly for managers and potential managers in the hospitality and catering industry, where programmes and procedures must be properly drawn up, introduced and monitored to make sure of full compliance with legislation. Consequently, the important topics the course covers include: Compliance with Food Safety Legislation Operational Requirements to Ensure Food Safety Food Safety Management Procedures Controls Required for Food Safety Maintenance of Food Safety Management Procedures To support your studies, we can lend text books, provide hand-outs and web links and offer dedicated one-to-one tutor support and contact when you need it. Your Award will be assessed by a two paper examination. 42 hours of taught programme with elements of self-study arranged between you and your tutor. Costs to be advised on application. Funding may be available for students aged under 24, please contact us for further details. Higher Level Apprenticeship in Retail Management Workplace-based plus group-taught sessions By achieving a Level 4 Retail Management qualification, you can put yourself into a category of managers with proven high level knowledge and skills valuable for your employer and a driving force for your career. Awarded by ABC, this Apprenticeship brings together both a work-based and a knowledge-based qualification. It s the right step forward for any supervisors or managers in retail environments who aim to progress in management and develop an in-depth understanding of the sector. The course is built around two key compulsory units: Understanding of the Retail Environment and Understanding Customer Service in Retail. However, you re then free to choose from a range of subject units, to enable you to tailor the qualification to your particular business and role. Units you could choose from include managing staff performance, intellectual property management, leadership in your organisation, principles of social media, marketing, outlet design, finance, visual merchandising and many more. The competency based qualification will be assessed in the workplace through observation, questioning and real work evidence. The knowledge based qualification will be delivered in weekly group taught sessions and will require an end of module assessment. Armed with this excellent qualification, you can consider advancing to a Management foundation degree. 2 years but funding may be available, please ask for more information. 14

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