Helping customers buy products or services from retail organisations such as department stores, garden centres, high street chains, supermarkets and online and mail order businesses.
This occupation is found in organisations of all sizes within the retail and tourism sector such as food, fashion, furniture, and automotive. Retail outlets range from traditional high street shops to larger organisations such as supermarkets and department stores. It is found in multi-national employers, small independent employers, and employers who trade through a variety of channels for example face to face, telephone, on-line and mail order retail.
The broad purpose of the occupation is to advise on and sell products and services in a customer-centric retail environment. This includes creating an accessible and well-presented environment. Retailers provide information and advice to customers regarding stock, products, different ways customers can shop and various payment methods.
Retailers work flexible hours and shifts such as evenings, nights, and weekends. Face to face or instore roles may involve moving and replenishing stock, using relevant equipment such as pallet truck, steps, and trolley.
In their daily work, an employee in this occupation interacts with internal stakeholders such as members of their own team, other departments, and senior management. They also interact with external stakeholders such as customers, delivery drivers and compliance officers.
An employee in this occupation will be responsible for maintaining business standards; ensuring stock is presented, replenished and available for the customer to purchase. Retailers will contribute towards the commerciality of the business by achieving targets, including sales and customer service, and following stock control in line with business objectives. They need to know the services they are selling to be able to build customer confidence in their business.
Retailers work to meet or exceed customer expectations and experience and will identify specific needs of individual customers. They will respond to customer enquiries complying with both business and legal requirements. They will have a knowledge of sustainability in relation to products such as dealing with excess packaging, waste and product sourcing.
Retailers who work within smaller retail sites may have additional responsibilities such as where the stock is placed in store and planning the order of tasks. Retailers may be responsible for supporting the development of new colleagues through buddying or 1 to 1 coaching. Retailers typically work as part of a wider team, depending on the size of the organisation, reporting to a line manager or small shop owner.
This is a summary of the key things that you – the apprentice and your employer need to know about your end-point assessment (EPA). You and your employer should read the EPA plan for the full details. It has information on assessment method requirements, roles and responsibilities, and re-sits and re-takes.
An EPA is an assessment at the end of your apprenticeship. It will assess you against the knowledge, skills, and behaviours (KSBs) in the occupational standard. Your training will cover the KSBs. The EPA is your opportunity to show an independent assessor how well you can carry out the occupation you have been trained for.
Your employer will choose an end-point assessment organisation (EPAO) to deliver the EPA. Your employer and training provider should tell you what to expect and how to prepare for your EPA.
The length of the training for this apprenticeship is typically 14 months. The EPA period is typically 3 months.
The overall grades available for this apprenticeship are:
When you pass the EPA, you will be awarded your apprenticeship certificate.
The EPA gateway is when the EPAO checks and confirms that you have met any requirements required before you start the EPA. You will only enter the gateway when your employer says you are ready.
The gateway requirements for your EPA are:
Observation with questions
You will be observed by an independent assessor completing your work. It will last at least 2 hours. They will ask you at least 5 questions.
Interview underpinned by a portfolio of evidence
You will have an interview with an independent assessor. It will last at least 60 minutes. They will ask you at least 6 questions. The questions will be about certain aspects of your occupation. You need to compile a portfolio of evidence before the EPA gateway. You can use it to help answer the questions.
The EPAO will confirm where and when each assessment method will take place.
You should speak to your employer if you have a query that relates to your job.
You should speak to your training provider if you have any questions about your training or EPA before it starts.
You should receive detailed information and support from the EPAO before the EPA starts. You should speak to them if you have any questions about your EPA once it has started.
If you have a disability, a physical or mental health condition or other special considerations, you may be able to have a reasonable adjustment that takes this into account. You should speak to your employer, training provider and EPAO and ask them what support you can get. The EPAO will decide if an adjustment is appropriate.
This occupation is found in organisations of all sizes within the retail and tourism sector such as food, fashion, furniture, and automotive. Retail outlets range from traditional high street shops to larger organisations such as supermarkets and department stores. It is found in multi-national employers, small independent employers, and employers who trade through a variety of channels for example face to face, telephone, on-line and mail order retail.
The broad purpose of the occupation is to advise on and sell products and services in a customer-centric retail environment. This includes creating an accessible and well-presented environment. Retailers provide information and advice to customers regarding stock, products, different ways customers can shop and various payment methods.
Retailers work flexible hours and shifts such as evenings, nights, and weekends. Face to face or instore roles may involve moving and replenishing stock, using relevant equipment such as pallet truck, steps, and trolley.
In their daily work, an employee in this occupation interacts with internal stakeholders such as members of their own team, other departments, and senior management. They also interact with external stakeholders such as customers, delivery drivers and compliance officers.
An employee in this occupation will be responsible for maintaining business standards; ensuring stock is presented, replenished and available for the customer to purchase. Retailers will contribute towards the commerciality of the business by achieving targets, including sales and customer service, and following stock control in line with business objectives. They need to know the services they are selling to be able to build customer confidence in their business.
Retailers work to meet or exceed customer expectations and experience and will identify specific needs of individual customers. They will respond to customer enquiries complying with both business and legal requirements. They will have a knowledge of sustainability in relation to products such as dealing with excess packaging, waste and product sourcing.
Retailers who work within smaller retail sites may have additional responsibilities such as where the stock is placed in store and planning the order of tasks. Retailers may be responsible for supporting the development of new colleagues through buddying or 1 to 1 coaching. Retailers typically work as part of a wider team, depending on the size of the organisation, reporting to a line manager or small shop owner.
| Duty | KSBs |
|---|---|
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Duty 1 Undertake daily procedures such as setting up and clearing displays, switching equipment on or off to start or end a shift, ensuring the working environment meets business and legal requirements. |
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Duty 2 Process sales, exchanges, and refunds in line with business policy, offer information and identify customer requirements. |
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Duty 3 Provide product and service information in compliance with business and legal requirements. |
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Duty 4 Respond to and support with enquiries and complaints, resolving where possible, reporting outcomes, or escalating where required. |
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Duty 5 Contribute to the health and safety of colleagues, customers, and the working environment by removing hazards or reporting incidents. |
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Duty 6 Maintain stock availability, reporting any price discrepancies and support the fulfilment of purchases using the appropriate systems and procedures. |
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Duty 7 Contribute to promotional activities to support the success of the business such as changing promotions, displays, seasonality and product launch activities. |
K1 K2 K3 K4 K5 K6 K7 K8 K9 K10 K11 K12 K14 |
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Duty 8 Use IT, technology, and digital solutions to assist with customer enquiries, purchasing activities and processing sales. |
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Duty 9 Contribute to team development activities, and business objectives. |
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Duty 10 Contribute to reducing waste and improving sustainability in line with business objectives. |
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Duty 11 Contribute to minimising stock loss by following business procedures. |
K1: The customer profile of the business and customers’ purchasing habits.
Back to Duty
K2: The business aims and objectives and how their work contributes to them.
Back to Duty
K3: The principles of running a retail business to support the overall financial performance for example by aiming to exceed targeted sales and reduce wastage and returns.
Back to Duty
K4: The make up of the local community and the requirements of customers within it.
Back to Duty
K5: The business approach to sustainability and its carbon footprint such as approaches to product sourcing, waste reduction and recycling.
Back to Duty
K6: Methods for communicating with customers, to support and increase sales, and encourage customer loyalty.
Back to Duty
K7: The brands, products and services provided by the business including knowledge of the technical specification of a product and aftercare service.
Back to Duty
K8: The importance of brand and business reputation and what can affect it.
Back to Duty
K9: The use of visual and/or digital merchandising skills including the use of “hot spots” and the relationship this has with sales and use of space.
Back to Duty
K10: How to maintain stock levels and the conditions they must be stored in to meet customer demand, sales opportunities, marketing activities and seasonal variations.
Back to Duty
K11: How to operate IT and digital systems, and applications.
Back to Duty
K12: How to support and influence the team and how all colleagues and teams work together to meet business objectives.
Back to Duty
K13: Relevant regulatory and legislative requirements which impact on the retail sector such as the sale of bladed items, high fats, salt and sugar, safety requirements, and age restricted sales.
Back to Duty
K14: Principles of equality, diversity and inclusion and the impact on the customer experience and business.
Back to Duty
K15: The support requirements and/or coaching needs of their team.
Back to Duty
K16: The business’s policy for exchange and refunds of products for in-store and/or on-line purchases.
Back to Duty
S1: Communicate with customers to meet their requirements and encourage customer loyalty and repeat business.
Back to Duty
S2: Serve customers in line with brand standards, legislation, business procedures and the values of the business.
Back to Duty
S3: Provide a retail service that balances the customers’ needs with additional linked products and services.
Back to Duty
S4: Use face to face or online sales techniques such as product and price comparisons to support or influence the customer in their purchasing decisions.
Back to Duty
S5: Promote seasonal or local offers through in-store or online promotions.
Back to Duty
S6: Identify situations that may damage business reputation in line with company policy and escalate as required.
Back to Duty
S7: Maintain good merchandising to meet the needs of the business whilst ensuring safety.
Back to Duty
S8: Maintain stock levels and storage conditions such as correct temperature, lighting, ventilation, packaging to meet customer demand and minimise stock loss.
Back to Duty
S9: Use technology and applications to support sales and service ensuring that maintenance issues are reported.
Back to Duty
S10: Support team and colleague development through buddying and/or coaching.
Back to Duty
S11: Comply with regulations and legislation relevant to their role and business.
Back to Duty
S12: Contribute to continuous improvement activities which focus on improving sustainability within the business.
Back to Duty
S13: Handle complaints within remit or escalate as appropriate.
Back to Duty
S14: Support sales across a range of promotional events throughout the calendar year.
Back to Duty
B1: Acts in a professional manner with integrity and confidentiality.
Back to Duty
B2: Acts as an ambassador for their business and brand.
Back to Duty
B3: Seeks learning opportunities and continuous development.
Back to Duty
B4: Has accountability and ownership of their tasks and workload.
Back to Duty
B5: Works flexibly and adapts to circumstances.
Back to Duty
B6: Acts in an open and approachable manner to build and maintain inclusive relationships with others.
Back to Duty
English and maths qualifications form a mandatory part of all apprenticeships and must be completed before an apprentice can pass through gateway. The requirements are detailed in the current version of the apprenticeship funding rules.
v1.2
This document explains the requirements for end-point assessment (EPA) for the retailer apprenticeship. End-point assessment organisations (EPAOs) must follow this when designing and delivering their EPA.
Retailer apprenticeship, their employers and training providers should read this document.
An approved EPAO must conduct the EPA for this apprenticeship. Employers must select an approved EPAO from the Education and Skills Funding Agency’s Register of end-point assessment organisations (RoEPAO).
Apprentices must complete all on and off-the-job training before completing an EPA to determine occupational competence.
A full-time apprentice typically spends 14 months on-programme (this means in training before the gateway) working towards competence as a retailer. All apprentices must spend at least 12 months on-programme. All apprentices must complete the required amount of off-the-job training specified by the apprenticeship funding rules.
This EPA should then be completed within an EPA period lasting typically 3 months.
Occupational competence is outlined by the EPA grade descriptors and determined, when assessed in accordance with this EPA plan, by an independent assessor who is an occupational expert and confirms the overall EPA grade.
This EPA has 2 assessment methods.
The grades available for each assessment method are:
Assessment method 1 - observation with questions:
Assessment method 2 - interview underpinned by portfolio:
The result from each assessment method is combined to decide the overall apprenticeship grade. The following grades are available for the apprenticeship:
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On-programme - typically 14 months
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The apprentice must complete training to develop the knowledge, skills and behaviours (KSBs) of the occupational standard. The apprentice must complete training towards English and maths qualifications in line with the apprenticeship funding rules. The apprentice must compile a portfolio of evidence. |
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End-point assessment gateway
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The employer must be content that the apprentice is working at or above the occupational standard. The apprentice’s employer must confirm that they think the apprentice:
The apprentice must have achieved English and maths qualifications in line with the apprenticeship funding rules. For the interview underpinned by portfolio the apprentice must submit a portfolio of evidence. The apprentice must submit any policies and procedures as requested by the EPAO. |
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End-point assessment - typically 3 months
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Grades available for each assessment method: Observation with questions
Interview underpinned by portfolio
Overall EPA and apprenticeship can be graded:
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Re-sits and re-takes
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The EPA will be taken within the EPA period. The EPA period begins when the EPAO confirms the gateway requirements are met and is typically 3 months.
The expectation is that the EPAO will confirm the gateway requirements are met and the EPA begins as quickly as possible.
The apprentice’s employer must be content that the apprentice has attained sufficient KSBs to complete the apprenticeship. The employer may take advice from the apprentice's training provider, but the employer must make the decision. The apprentice will then enter the gateway.
The apprentice must meet the gateway requirements before starting their EPA.
They must:
Portfolio of evidence requirements:
The apprentice must compile a portfolio of evidence during the on-programme period of the apprenticeship. It should only contain evidence related to the KSBs that will be assessed by this assessment method. It will typically contain 14 discrete pieces of evidence. Evidence must be mapped against the KSBs. Evidence may be used to demonstrate more than one KSB; a qualitative as opposed to quantitative approach is suggested.
Evidence sources may include:
This is not a definitive list; other evidence sources can be included.
The portfolio of evidence should not include reflective accounts or any methods of self-assessment. Any employer contributions should focus on direct observation of performance (for example, witness statements) rather than opinions. The evidence provided should be valid and attributable to the apprentice; the portfolio of evidence should contain a statement from the employer and apprentice confirming this.
The EPAO should not assess the portfolio of evidence directly as it underpins the interview. The independent assessor should review the portfolio of evidence to prepare questions for the interview. They are not required to provide feedback after this review.
The apprentice must submit the gateway evidence to their EPAO, including any organisation specific policies and procedures requested by the EPAO.
The assessment methods can be delivered in any order.
The result of one assessment method does not need to be known before starting the next.
In the observation with questions, an independent assessor observes the apprentice in their workplace and asks questions. The apprentice completes their day-to-day duties under normal working conditions. Simulation is not permitted. It gives the apprentice the opportunity to demonstrate the KSBs mapped to this assessment method.
The observation with questions must be structured to give the apprentice the opportunity to demonstrate the KSBs mapped to this assessment method to the highest available grade.
An independent assessor must conduct and assess the observation with questions.
The independent assessor must only observe one apprentice at a time to ensure quality and rigour. They must be as unobtrusive as possible.
The EPAO must give an apprentice 7 days notice of the observation with questions.
The observation must take 2.5 hours.
The independent assessor can increase the time of the observation with questions by up to 10%. This time is to allow the apprentice to complete a task or respond to a question if necessary.
The observation may be split into discrete sections held on the same working day.
The EPAO must manage invigilation of the apprentice during the assessment, to maintain security of the EPA, in line with their malpractice policy. This includes breaks and moving between locations during the working day.
The independent assessor must explain to the apprentice the format and timescales of the observation with questions before it starts. This does not count towards the assessment time.
The independent assessor should observe the following during the observation:
These activities provide the apprentice with the opportunity to demonstrate the KSBs mapped to this assessment method.
to assess underpinning KSBs.
The independent assessor must ask questions. Questioning can occur both during and the observation. The time for questioning is included in the overall assessment time. The independent assessor must ask at least 5questions. To remain as unobtrusive as possible, the independent assessor should ask questions during natural stops between tasks and after completion of work rather than disrupting the apprentice’s flow. Follow-up questions are allowed where clarification is required. The independent assessor must use the questions from the EPAO’s question bank or create their own questions in-line with the EPAO’s training.
The independent assessor must ask questions about KSBs that were not observed to gather assessment evidence. These questions are in addition to the above set number of questions for the observation with questions and should be kept to a minimum.
The independent assessor must make the grading decision. The observation and responses to questions must be assessed holistically by the independent assessor when they are deciding the grade.
The independent assessor must keep accurate records of the assessment. They must record:
The observation with questions must take place in the apprentice’s normal place of work (for example their employer’s premises or a customer’s premises). Equipment and resources needed for the observation must be provided by the employer and be in good and safe working condition.
Questioning that occurs after the observation should take place in a quiet room, free from distractions and influence.
The EPAO must develop a purpose-built assessment specification and question bank. It is recommended this is done in consultation with employers of this occupation. The EPAO should maintain the security and confidentiality of EPA materials when consulting employers. The assessment specification and question bank must be reviewed at least once a year to ensure they remain fit-for-purpose.
The assessment specification must be relevant to the occupation and demonstrate how to assess the KSBs mapped to this assessment method. The EPAO must ensure that questions are refined and developed to a high standard. The questions must be unpredictable. A question bank of sufficient size will support this.
The EPAO must produce the following materials to support the observation with questions:
The EPAO must ensure that the EPA materials are subject to quality assurance procedures including standardisation, training, and moderation.
In the interview, an independent assessor and apprentice have a formal two-way conversation. It gives the apprentice the opportunity to demonstrate their competency across the KSBs as shown in the mapping.
The interview must be structured to give the apprentice the opportunity to demonstrate the KSBs mapped to this EPA method to the highest available grade.
is to assess underpinning KSBs.
The EPAO must give an apprentice 7 days notice of the interview.
The independent assessor must have at least 2 week(s) to review the supporting documentation.
Apprentices must have access to their portfolio of evidence during the interview.
Apprentices can refer to and illustrate their answers with evidence from their portfolio of evidence , however the portfolio of evidence is not directly assessed.
The interview must last for 60 minutes. The independent assessor can increase the time of the interview by up to 10%. This time is to allow the apprentice to respond to a question if necessary.
For the interview, the independent assessor must ask at least 6 questions. Follow-up questions are allowed. The independent assessor must use the questions from the EPAO’s question bank or create their own questions in-line with the EPAO’s training. The interview must allow the apprentice the opportunity to demonstrate the KSBs mapped to this EPA method at the highest possible grade.
The independent assessor conducts and assesses the interview.
The independent assessor must keep accurate records of the assessment. The records must include the KSBs met, the grade achieved and answers to questions.
The independent assessor will make all grading decisions.
The interview must take place in a suitable venue selected by the EPAO (for example the EPAO’s or employer’s premises).
The interview can be conducted by video conferencing. The EPAO must have processes in place to verify the identity of the apprentice and ensure the apprentice is not being aided.
The interview should take place in a quiet room, free from distractions and influence.
EPAOs must write an assessment specification and question bank. The specification must be relevant to the occupation and demonstrate how to assess the KSBs shown in the mapping. It is recommended this is done in consultation with employers of this occupation. EPAOs should maintain the security and confidentiality of EPA materials when consulting employers. The questions must be unpredictable. A question bank of sufficient size will support this. The assessment specification and questions must be reviewed at least once a year to ensure they remain fit-for-purpose.
EPAOs will develop purpose-built question banks and ensure that appropriate quality assurance procedures are in place, for example, considering standardisation, training and moderation. EPAOs will ensure that questions are refined and developed to a high standard.
EPAOs must ensure that apprentices have a different set of questions in the case of re-sits or re-takes.
EPAOs must produce the following materials to support the interview underpinned by portfolio:
Fail - does not meet pass criteria
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Theme
KSBs
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Pass
Apprentices must demonstrate all the pass descriptors
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Distinction
Apprentices must demonstrate all the pass descriptors and all of the distinction descriptors
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Customer support
K6 K8 S1 S2 S4 B2 |
Communicates using a range of techniques to identify customer requirements and influence their purchasing decisions in line with legislation, brand standards, and business procedures and values (K6, S1, S2, S4). Acts as an ambassador for the business or brand to maintain its reputation (K8, B2).
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Explains how their approach encourages customer loyalty and repeat business and why this is important (K6, K8, S1, S2, S4, B2). |
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Stock control and merchandising
K5 K9 K10 S7 S8 S11 |
Contributes to effective and safe merchandising activities, applying visual and/or digital skills to enhance sales (K9, S7). Organises and maintains stock levels and storage conditions in order to meet customer demand and minimise losses (K10, S8). Complies with relevant regulations, legislation, and business procedures, including those related to the business approach to sustainability such as waste reduction and recycling (K5, S11).
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Explains how implementing successful merchandising and stock control supports the business, and the potential consequences of poor practice (K10, S8). |
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Technology
K11 S9 B5 |
Uses technology and applications to support sales and service, reporting maintenance issues in line with the business’ procedures, and explaining how they have adapted when necessary (K11, S9, B5). |
Uses IT and digital systems confidently, explaining how they can improve the customer experience and benefit the business (K11, S9). |
Fail - does not meet pass criteria
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Theme
KSBs
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Pass
Apprentices must demonstrate all the pass descriptors
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Distinction
Apprentices must demonstrate all the pass descriptors and all of the distinction descriptors
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Legislation, regulations and organisational policies/procedures
K13 K16 S13 B6 |
Explains the regulatory and legislative requirements which impact on their role in retail (K13). Details the business's policy for exchange and refunds of products (K16). Explains, with examples, how they have handled or escalated complaints in an approachable and professional way, building positive relationships with customers (S13, B6).
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Explains how dealing with refunds, exchanges and legislative requirements can impact on the business, both positively and negatively (K13, K16). |
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Customer profiles, business objectives and reputation
K1 K2 K3 K4 K7 S3 S5 S6 S12 S14 B1 |
Describes the typical customers of the local community, the business, and their purchasing habits and how they use this to provide a retail service that balances customer needs with additional linked products and services, and the promotion of seasonal or local offers (K1, K4 S3, S5). Describes the brands, products and services provided by the business and explain how this supports sales throughout the calendar year (K7, S14). Explains how their role contributes to the business aims and objectives, and how it supports the overall financial performance of the business (K2, K3). Gives examples of ways in which they can support the business’s approach to sustainability in their role (S12). Describe how they identified a situation that had the potential to damage the business’ reputation and the professional actions they took to minimise any damage (S6, B1).
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Explains the importance of understanding the makeup of their local community and how this impacts the requirements of the customer (K4). |
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Self and team development
K12 K14 K15 S10 B3 B4 |
Provides examples of how they support and develop their team in line with equality, diversity, and inclusion principles, explaining how this benefits the customer and business (K12, K14, K15, S10,). Explains how they manage their workload and gives examples of when they have sought learning and development opportunities (B3, B4).
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N/A |
Performance in the EPA determines the apprenticeship grade of:
An independent assessor must individually grade the: observation with questions and interview underpinned by portfolio in line with this EPA plan.
The EPAO must combine the individual assessment method grades to determine the overall EPA grade.
If the apprentice fails one or more assessment methods, they will be awarded an overall fail.
To achieve an overall pass, the apprentice must achieve at least a pass in all the assessment methods. To achieve an overall EPA ‘distinction,’ the apprentice must achieve a distinction in both assessment methods.
Grades from individual assessment methods must be combined in the following way to determine the grade of the EPA overall.
| Observation with questions | Interview underpinned by portfolio | Overall Grading |
|---|---|---|
| Any grade | Fail | Fail |
| Fail | Any grade | Fail |
| Pass | Pass | Pass |
| Pass | Distinction | Pass |
| Distinction | Pass | Pass |
| Distinction | Distinction | Distinction |
Apprentices who fail one or more EPA method(s) can take a re-sit or a re-take at the employer’s discretion. The apprentice’s employer needs to agree that a re-sit or re-take is appropriate. A re-sit does not need further learning, whereas a re-take does.
Apprentices should have a supportive action plan to prepare for a re-sit or a re-take.
The employer and EPAO agree the timescale for a re-sit or re-take. A re-sit is typically taken within 1 months of the EPA outcome notification. The timescale for a re-take is dependent on how much re-training is required and is typically taken within 3 months of the EPA outcome notification.
Failed EPA methods must be re-sat or re-taken within a 6-month period from the EPA outcome notification, otherwise the entire EPA will need to be re-sat or re-taken in full.
Re-sits and re-takes are not offered to apprentices wishing to move from pass to a higher grade.
An apprentice will get a maximum EPA grade of pass for a re-sit or re-take, unless the EPAO determines there are exceptional circumstances.
| Roles | Responsibilities |
|---|---|
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Apprentice |
As a minimum, the apprentice should:
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Employer |
As a minimum, the apprentice's employer must:
Post-gateway, the employer must:
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EPAO |
As a minimum, the EPAO must:
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Independent assessor |
As a minimum, an independent assessor must:
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Training provider |
As a minimum, the training provider must:
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The EPAO must have reasonable adjustments arrangements for the EPA.
This should include:
Adjustments must maintain the validity, reliability and integrity of the EPA as outlined in this EPA plan.
Internal quality assurance refers to how EPAOs ensure valid, consistent and reliable EPA decisions. EPAOs must adhere to the requirements within the roles and responsibilities section and:
Affordability of the EPA will be aided by using at least some of the following:
Professional body recognition is not relevant to this occupational apprenticeship.
| Knowledge | Assessment methods |
|---|---|
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K1
The customer profile of the business and customers’ purchasing habits. Back to Grading |
Interview underpinned by portfolio |
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K2
The business aims and objectives and how their work contributes to them. Back to Grading |
Interview underpinned by portfolio |
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K3
The principles of running a retail business to support the overall financial performance for example by aiming to exceed targeted sales and reduce wastage and returns. Back to Grading |
Interview underpinned by portfolio |
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K4
The make up of the local community and the requirements of customers within it. Back to Grading |
Interview underpinned by portfolio |
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K5
The business approach to sustainability and its carbon footprint such as approaches to product sourcing, waste reduction and recycling. Back to Grading |
Observation with questions |
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K6
Methods for communicating with customers, to support and increase sales, and encourage customer loyalty. Back to Grading |
Observation with questions |
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K7
The brands, products and services provided by the business including knowledge of the technical specification of a product and aftercare service. Back to Grading |
Interview underpinned by portfolio |
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K8
The importance of brand and business reputation and what can affect it. Back to Grading |
Observation with questions |
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K9
The use of visual and/or digital merchandising skills including the use of “hot spots” and the relationship this has with sales and use of space. Back to Grading |
Observation with questions |
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K10
How to maintain stock levels and the conditions they must be stored in to meet customer demand, sales opportunities, marketing activities and seasonal variations. Back to Grading |
Observation with questions |
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K11
How to operate IT and digital systems, and applications. Back to Grading |
Observation with questions |
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K12
How to support and influence the team and how all colleagues and teams work together to meet business objectives. Back to Grading |
Interview underpinned by portfolio |
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K13
Relevant regulatory and legislative requirements which impact on the retail sector such as the sale of bladed items, high fats, salt and sugar, safety requirements, and age restricted sales. Back to Grading |
Interview underpinned by portfolio |
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K14
Principles of equality, diversity and inclusion and the impact on the customer experience and business. Back to Grading |
Interview underpinned by portfolio |
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K15
The support requirements and/or coaching needs of their team. Back to Grading |
Interview underpinned by portfolio |
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K16
The business’s policy for exchange and refunds of products for in-store and/or on-line purchases. Back to Grading |
Interview underpinned by portfolio |
| Skill | Assessment methods |
|---|---|
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S1
Communicate with customers to meet their requirements and encourage customer loyalty and repeat business. Back to Grading |
Observation with questions |
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S2
Serve customers in line with brand standards, legislation, business procedures and the values of the business. Back to Grading |
Observation with questions |
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S3
Provide a retail service that balances the customers’ needs with additional linked products and services. Back to Grading |
Interview underpinned by portfolio |
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S4
Use face to face or online sales techniques such as product and price comparisons to support or influence the customer in their purchasing decisions. Back to Grading |
Observation with questions |
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S5
Promote seasonal or local offers through in-store or online promotions. Back to Grading |
Interview underpinned by portfolio |
|
S6
Identify situations that may damage business reputation in line with company policy and escalate as required. Back to Grading |
Interview underpinned by portfolio |
|
S7
Maintain good merchandising to meet the needs of the business whilst ensuring safety. Back to Grading |
Observation with questions |
|
S8
Maintain stock levels and storage conditions such as correct temperature, lighting, ventilation, packaging to meet customer demand and minimise stock loss. Back to Grading |
Observation with questions |
|
S9
Use technology and applications to support sales and service ensuring that maintenance issues are reported. Back to Grading |
Observation with questions |
|
S10
Support team and colleague development through buddying and/or coaching. Back to Grading |
Interview underpinned by portfolio |
|
S11
Comply with regulations and legislation relevant to their role and business. Back to Grading |
Observation with questions |
|
S12
Contribute to continuous improvement activities which focus on improving sustainability within the business. Back to Grading |
Interview underpinned by portfolio |
|
S13
Handle complaints within remit or escalate as appropriate. Back to Grading |
Interview underpinned by portfolio |
|
S14
Support sales across a range of promotional events throughout the calendar year. Back to Grading |
Interview underpinned by portfolio |
| Behaviour | Assessment methods |
|---|---|
|
B1
Acts in a professional manner with integrity and confidentiality. Back to Grading |
Interview underpinned by portfolio |
|
B2
Acts as an ambassador for their business and brand. Back to Grading |
Observation with questions |
|
B3
Seeks learning opportunities and continuous development. Back to Grading |
Interview underpinned by portfolio |
|
B4
Has accountability and ownership of their tasks and workload. Back to Grading |
Interview underpinned by portfolio |
|
B5
Works flexibly and adapts to circumstances. Back to Grading |
Observation with questions |
|
B6
Acts in an open and approachable manner to build and maintain inclusive relationships with others. Back to Grading |
Interview underpinned by portfolio |
| KSBS GROUPED BY THEME | Knowledge | Skills | Behaviour |
|---|---|---|---|
|
Customer support
K6 K8 S1 S2 S4 B2 |
Methods for communicating with customers, to support and increase sales, and encourage customer loyalty. (K6) The importance of brand and business reputation and what can affect it. (K8) |
Communicate with customers to meet their requirements and encourage customer loyalty and repeat business. (S1) Serve customers in line with brand standards, legislation, business procedures and the values of the business. (S2) Use face to face or online sales techniques such as product and price comparisons to support or influence the customer in their purchasing decisions. (S4) |
Acts as an ambassador for their business and brand. (B2) |
|
Stock control and merchandising
K5 K9 K10 S7 S8 S11 |
The business approach to sustainability and its carbon footprint such as approaches to product sourcing, waste reduction and recycling. (K5) The use of visual and/or digital merchandising skills including the use of “hot spots” and the relationship this has with sales and use of space. (K9) How to maintain stock levels and the conditions they must be stored in to meet customer demand, sales opportunities, marketing activities and seasonal variations. (K10) |
Maintain good merchandising to meet the needs of the business whilst ensuring safety. (S7) Maintain stock levels and storage conditions such as correct temperature, lighting, ventilation, packaging to meet customer demand and minimise stock loss. (S8) Comply with regulations and legislation relevant to their role and business. (S11) |
None |
|
Technology
K11 S9 B5 |
How to operate IT and digital systems, and applications. (K11) |
Use technology and applications to support sales and service ensuring that maintenance issues are reported. (S9) |
Works flexibly and adapts to circumstances. (B5) |
| KSBS GROUPED BY THEME | Knowledge | Skills | Behaviour |
|---|---|---|---|
|
Legislation, regulations and organisational policies/procedures
K13 K16 S13 B6 |
Relevant regulatory and legislative requirements which impact on the retail sector such as the sale of bladed items, high fats, salt and sugar, safety requirements, and age restricted sales. (K13) The business’s policy for exchange and refunds of products for in-store and/or on-line purchases. (K16) |
Handle complaints within remit or escalate as appropriate. (S13) |
Acts in an open and approachable manner to build and maintain inclusive relationships with others. (B6) |
|
Customer profiles, business objectives and reputation
K1 K2 K3 K4 K7 S3 S5 S6 S12 S14 B1 |
The customer profile of the business and customers’ purchasing habits. (K1) The business aims and objectives and how their work contributes to them. (K2) The principles of running a retail business to support the overall financial performance for example by aiming to exceed targeted sales and reduce wastage and returns. (K3) The make up of the local community and the requirements of customers within it. (K4) The brands, products and services provided by the business including knowledge of the technical specification of a product and aftercare service. (K7) |
Provide a retail service that balances the customers’ needs with additional linked products and services. (S3) Promote seasonal or local offers through in-store or online promotions. (S5) Identify situations that may damage business reputation in line with company policy and escalate as required. (S6) Contribute to continuous improvement activities which focus on improving sustainability within the business. (S12) Support sales across a range of promotional events throughout the calendar year. (S14) |
Acts in a professional manner with integrity and confidentiality. (B1) |
|
Self and team development
K12 K14 K15 S10 B3 B4 |
How to support and influence the team and how all colleagues and teams work together to meet business objectives. (K12) Principles of equality, diversity and inclusion and the impact on the customer experience and business. (K14) The support requirements and/or coaching needs of their team. (K15) |
Support team and colleague development through buddying and/or coaching. (S10) |
Seeks learning opportunities and continuous development. (B3) Has accountability and ownership of their tasks and workload. (B4) |
Contact us about this apprenticeship
| Version | Change detail | Earliest start date | Latest start date | Latest end date |
|---|---|---|---|---|
| 1.2 | Standard, end-point assessment plan and funding band revised. | 29/05/2023 | Not set | Not set |
| 1.1 | The funding band for this standard has been reviewed as part of the apprenticeship funding band review. The new funding band is £4000 | 04/03/2019 | 28/05/2023 | Not set |
| 1.0 | Approved for delivery | 11/05/2016 | 03/03/2019 | Not set |
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