RASCI Qualifications Pack 0101 - Retail Store Ops Assistant

g norms and execution of themes and plots
QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR RETAIL
Contents
*
1. Introduction and Contacts..…[Page 1]
2. Qualifications Pack……….……..[Page 2]
3. Glossary of Key Terms …………[Page 3]
 OS describe what 4. OS Units……………………..…….….[Page 4]

individuals need 5. Annexure: Nomenclature for QP & OS. [Page 45]
to do, know and 6. Assessment Criteria……………….[Page 47]
understand in
order to carry out Introduction
a particular job
role or function
Qualifications Pack – Retail Store Ops Assistant
 OS are SECTOR:INFORMATION
RETAIL
SECTOR: TECHNOLOGY- INFORMATION TECHNOLOGY ENABLED SERVICES
performance
standards that (IT-ITES) ces Helpdesk
SUB-SECTOR: Attendant
Retail Operations
individuals must
achieve when OCCUPATION: Store Operations
carrying out
functions in the REFERENCE ID: RAS/Q0101
workplace,
together with ALIGNED TO: NCO-2015/4321.0501
specifications of
Retail Store Ops Assistant: Individuals in this position service internal and
the underpinning
external customers in a retail environment with respect to product receiving,
knowledge and movement, storage and delivery.
understanding
Brief Job Description: Individuals in this position receive, move, store and
deliver products whilst working cordially within the team and retail
organisation.
A-703/704, Sagar Tech
Plaza, 7th floor, Andheri
Kurla Road, Sakinaka, Personal Attributes: The individual needs to be physically fit to withstand
Andheri (east), working in a retail environment whilst being customer responsive towards
Mumbai – 400 072 service delivery.
Tel: +91-22-400-
58210/1/2/3/4/5
E-mail:
1|Page
[email protected]
Qualifications Pack For Retail Store Ops Assistant
Qualifications Pack Code RAS/Q0101

Retail Store Ops Assistant*
Job Role *[Applicable in National environment and known as Retail Bagger in the
Job Details
International Environment]
Credits(NSQF) TBD Version number 1.0
Sector Retail Drafted on 20/04/13
Sub-sector Retail Operations Last reviewed on 26/07/17
Occupation Store Operations Next review date 26/07/21
NSQC Clearance on 19 / 05 / 2015
Job Role Retail Store Ops Assistant
Individuals in this position receive, move, store and deliver products whilst
Role Description
working cordially within the team and retail organisation.
NSQF level 1
Minimum Educational
Not Applicable
Qualifications
Maximum Educational
Not applicable
Qualifications
Prerequisite License or
Not Applicable
Training
Minimum Job Entry Age 18 years
Experience Not Applicable
Compulsory:
1. RAS/N0101 To receive and store goods in retail operations
2. RAS/N0102 To deliver products to customers
Applicable National 3. RAS/N0103 To maintain required levels of stock in retail operations
Occupational Standards 4. RAS/N0104 To maintain adequate stock levels for sale
5. RAS/N0121 To maintain health and safety
(NOS)
6. RAS/N0130 To create a positive image of self & organisation in the
customers mind
7. RAS/N0137 To work effectively in a Retail team
8. RAS/N0138 To work effectively in an organisation
Performance Criteria As described in the relevant OS units
2
Keywords /Terms Description

Core / Generic Skills Core Skills or Generic Skills are a group of skills that are essential to
Definitions
perform activities and tasks defined for the job role.

National Occupational NOS are Occupational Standards which have been endorsed and agreed to by
Standards the Industry Leaders for various roles.
Description Description is a short summary of the relevant content
Job Role Job role defines a unique set of functions that together form a unique
employment opportunity in an organization
Knowledge & Knowledge and Understanding are statements which together specify the
Understanding technical, generic, professional and organizational specific knowledge that an
individual needs in order to perform to the required standard
Occupation Occupation is a set of job roles, which perform similar/related set of
functions in an industry
Occupational Standards OS specify the standards of performance an individual must achieve when
(OS) carrying out a function in the workplace, together with the knowledge and
understanding they need to meet that standard consistently. They are
applicable in the Indian and global context.
Organisational Context Organisational Context includes the way the organization is structured and
how it operates, including the extent of operative knowledge managers have
of their relevant areas of responsibility
Performance Criteria Performance Criteria are statements that together specify the standard of
performance required when carrying out a task
Qualification Pack Qualifications Pack comprises the set of OS, together with the educational,
training and other criteria required to perform a job role. A Qualifications Pack
is assigned a unique qualification pack code.
Qualification Pack Code Qualifications Pack Code is a unique reference code that identifies a
qualifications pack.
Scope Scope is the set of statements specifying the range of variables that an
individual may have to deal with in carrying out the function which have a
critical impact on the quality of performance required.
Sector Sector is a conglomeration of different business operations having similar
businesses and interests. It may also be defined as a distinct subset of the
economy whose components share similar characteristics and interests
Technical Knowledge Technical Knowledge is the specialized knowledge needed to accomplish
specific designated responsibilities.
Keywords /Terms Description
Ops Operations
Acronyms
POS Point of Sale

EDC Terminal Electronic Data Capture Terminal (Card Swipe Machine)
SOP Standard Operating Process
3
SSC/ N 0101 Store Visibility and Profitability
RAS/N0101 To receive and store goods in retail operations

----------------------------------------------------------------------------------------------------------------------------- ----------
Overview
This NOS covers the skills and knowledge for an individual to be proficient in receiving and
storing goods in retail operations.
4|Page
Unit Code RAS/N0101

Unit Title
National Occupational Standard
To receive and store goods in retail operations

(Task)
Description This OS describes the skills and knowledge required to effectively prepare,
receive, and store goods in retail operations.
Scope This unit applies to individuals in a Retail environment who receive and move
stock into a storage area.
Duties performed:
 prepare to receive goods
 receive goods
 store goods
The role may be performed in a range of Retail Operations

 Department Store
 Supermarket
 Specialty Store
 Fresh Food stores
 Quick Service Food Stores
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Prepare to receive To be competent, the user/individual on the job must be able to:
goods PC1. identify quantity and nature of goods to be received.
PC2. confirm appropriate storage space availability.
PC3. check and confirm that all equipment required for receipt and movement
of goods is available and in good working order.
PC4. complete required paperwork , checking for accuracy and completeness.
PC5. ensure that the area for receiving goods is clean, tidy and free from
obstruction and perils.
PC6. report any shortfall in space or malfunction with equipment to supervisor
Receive Goods PC7. check that all goods as detailed in the delivery note have been received.
PC8. record refusals accurately following organisational standard operating
procedures.
PC9. accurately update stock control systems to reflect receipt of goods.
Store goods PC10. confirm storage requirements and conditions for the incoming goods.
PC11. ensure appropriate handling procedures for perishable and non-perishable
goods is in place.
PC12. follow all relevant legislation and organisation policies and procedures.
PC13. complete all administrative procedures to ensure appropriate rotation of
goods.
Knowledge and Understanding (K)
5|Page
A. Organizational The user/individual on the job needs to know and understand:

Context (Knowledge KA1. requirements for maintaining security and safety during delivery and
of the company / storage of goods.
KA2. policies for receiving and storing a range of products including perishable
organization and its
goods.
processes) KA3. administrative procedures required for receiving and storing goods.
KA4. refusal procedures in relation to type of goods being delivered.
KA5. supervisors for reporting product shortages or over supply.
KA6. supervisors for reporting malfunctioning or hazardous handing equipment
B. Technical The user/individual on the job needs to know and understand:
Knowledge KB1. the need to thoroughly prepare for receipt and storage of goods.
KB2. the scope of information required on quantity and type of goods.
KB3. the storage requirements for a range of products types including perishable
goods.
KB4. the lifecycle of perishable products in storage (if applicable).
KB5. reporting requirements for shortage of storage space.
KB6. consequences of inaccurate recording and reporting of goods in receipt
and storage.
KB7. what equipment is required for the delivery and movement of goods into
storage.
KB8. the operations and function of the handling equipment.
KB9. fault finding procedures and reporting requirements.
KB10. work health and safety requirements in the delivery and storage areas.
KB11. security systems in place for loss prevention.
Skills (S)
A. Core Skills/ Generic Writing Skills
Skills The user/ individual on the job needs to know and understand how to:
SA1. complete documentation accurately.
SA2. write simple reports when required.
Reading Skills
The user/individual on the job needs to know and understand how to:
SA3. read information accurately.
SA4. read and interpret data sheets.
Oral Communication (Listening and Speaking skills)
SA5. follow instructions accurately.
SA6. use gestures or simple words to communicate where language barriers exist.
SA7. use questioning to minimise misunderstandings.
SA8. display courteous and helpful behaviour at all times.
B. Professional Skills Decision Making
SB1. make appropriate decisions regarding the responsibilities of the job role.
6|Page
Plan and Organize
The user/ individual on the job needs to know and understand how to:
SB2. plan and schedule routines.
Customer Centricity
SB3. build relationships with internal and external customers.
Problem Solving
SB4. respond to breakdowns and malfunction of equipment.
SB5. respond to unsafe and hazardous working conditions.
SB6. respond to security breaches.
Analytical Thinking
NA
Critical Thinking
NA
7|Page
NOS Version Control
NOS Code RAS/N0101
Credits (NSQF) TBD Version number 1.0

Industry Retail Drafted on 20/04/13
Industry Sub-sector Retail Operations Last reviewed on 26/07/17
Store Operations
Occupation Next review date 26/07/21
8|Page
RAS/N0102 To deliver products to customers
----------------------------------------------------------------------------------------------------------------- ----------------------
Overview
This NOS covers the skills and knowledge for an individual to deliver products to customers.
9|Page
Unit Code RAS/N0102

Unit Title
To deliver products to customers

(Task)
Description This OS describes the skills and knowledge required to deliver products to
customers.
Scope This unit applies to individuals to deliver products to customers in retail
operations.
 Delivery of products to customers.

 Supermarket
 Specialty Store
Delivery of To be competent, the user/individual on the job must be able to:
products PC1. check that he/she has all the products that are due to deliver.
to customers PC2. check that he/she has the equipment and paperwork needed for the
delivery.
PC3. check that he/she has all the delivery details needed and that he/she
knows how to get to the delivery address.
PC4. plan a schedule of deliveries which makes the best use of time and other
resources.
PC5. check that he/she has enough fuel for the delivery schedule and follow
company procedures for getting more fuel if needed.
PC6. transport products and equipment safely and securely.
PC7. deliver products at the times agreed with the customer.
PC8. take action in line with company procedures if you expect to arrive at the
customer’s premises early or late.
PC9. follow company procedures for ensuring that deliveries are left only with
individuals who may legally receive them.
PC10. take action in line with company procedures if no one is available who
can receive the delivery or if the customer rejects the delivery.
PC11. unload orders safely and in ways which protect the orders from damage.
PC12. treat the customer courteously throughout the delivery process.
PC13. update records of delivery and non-delivery promptly and in line with
company procedures.
10 | P a g e

Context (Knowledge KA1. how to check that he/she has all the products that are due to deliver.
of the company / KA2. how to check that he/she has enough fuel for the delivery schedule, and
company procedures for getting more fuel if needed.
KA3. why it is important to deliver products at the times agreed with
processes) customers.
KA4. the company procedures to follow if he/she expects to arrive at the
customer’s premises early or late.
KA5. relevant legal restrictions on who can receive delivery.
KA6. the company procedures to follow when no one is available who can
receive the delivery and when the customer rejects the delivery.
KA7. why it is important to treat customers courteously, and how to do this.
KA8. the records to keep of deliveries and non‐deliveries and company
procedures for completing these.
Knowledge KB1. how to transport products and equipment safely and securely.
KB2. the importance of planning an efficient delivery schedule and how to do
this.
KB3. how to unload goods safely and in ways which protect goods from
damage.
Skills (S)
Reading Skills
SA5. follow instructions accurately
SA6. use gestures or simple words to communicate where language barriers
exist.
11 | P a g e
Plan and Organize

SB2. plan and schedule routines
Customer Centricity
Problem Solving
Analytical Thinking
NA
Critical Thinking
NA
12 | P a g e
NOS Version Control
NOS Code RAS/N0102

13 | P a g e
RAS/N0103 To maintain required levels of stock in retail operations
---------------------------------------------------------------------------------------------------------------------------------------
Overview
This NOS covers the skills and knowledge for an individual to be proficient in maintaining
required levels of stock in retail operations.
14 | P a g e
Unit Code RAS/N0103

Unit Title
To maintain required levels of stock in retail operations

(Task)
Description This OS describes the skills and knowledge required to effectively maintain required
levels of stock in retail operations.
Scope This unit applies to individuals to maintain required levels of stock in retail
operations.
 Check stock levels
 Fill shelves
 Supermarket
 Specialty Store

Check stock levels To be competent, the user/individual on the job must be able to:
PC1. check existing stock levels accurately and in line with instructions and company
procedures.
PC2. ask the right person for advice if instructions for checking stock are not clear.
PC3. spot unsaleable stock and promptly tell the right person.
PC4. check stock levels in ways that do not disturb other people any more than
needed.
PC5. update stock records accurately and in line with company procedures.
Fill shelves PC6. follow instructions for positioning stock.
PC7. promptly ask the right person for advice if instructions for positioning stock
are not clear.
PC8. handle stock in ways that protect own and other people’s safety.
PC9. handle stock in ways that protect stock, equipment and premises from being
damaged.
PC10. fill shelves in ways that do not disturb other people any more than needed.
PC11. promptly clean and tidy the work area when he/she has finished.
15 | P a g e

Context KA1. company procedures for updating stock records.
(Knowledge of the KA2. company procedures for checking stock levels.
KA3. instructions and procedures for checking stock levels.
company /
KA4. the importance for maintaining accurate and up-to-date stock checks and
organization and records.
its processes) KA5. how to check stock accurately.
KA6. how to recognise unsaleable stock when checking stock levels.
KA7. how to position stock needs accurately.
KA8. safety risks of handling stocks.
Knowledge KB1. how to handle stock without risking own or other people’s safety.
KB2. ways of handling stock so that stock, premises and equipment are not damaged.
KB3. the lifecycle of perishable products in storage (if applicable).
KB4. reporting requirements for shortage of storage space.
KB5. the operations and function of handling equipment.
KB6. fault finding procedures and reporting requirements.
KB7. health, safety & environmental requirement.
KB8. security systems in place for loss prevention.
Skills (S)
A. Core Skills/ Writing Skills
Generic Skills The user/individual on the job needs to know and understand how to:
SA1. complete receiving and storage documentation accurately.
Reading Skills
SA3. read delivery information in order to set up the correct receiving structures
and storage requirements.
SA4. read and interpret data safety sheets for perishable products.
16 | P a g e
Plan and Organize

SB2. plan and schedule receipt and movement of goods
Customer Centricity
Problem Solving
SB4. respond to over or under supply of goods.
SB5. respond to multiple deliveries at the same time
Analytical Thinking
SB9. calculate totals of goods accurately to determine over or under goods.
Critical Thinking
SB10. determine the impact of any discrepancy and action as appropriate.
17 | P a g e
NOS Version Control
NOS Code RAS/N0103

18 | P a g e
RAS/N0104 To maintain adequate stocks levels for sale
---------------------------------------------------------------------------------------------------------------------------------------
Overview
This NOS covers the skills and knowledge for an individual to maintain adequate stocks levels
for sale.
19 | P a g e
Unit Code RAS/N0104

Unit Title
To maintain adequate stocks levels for sale

(Task)
Description This OS describes the skills and knowledge required to effectively maintain
adequate stocks levels for sale.
Scope This unit applies to individuals to process part exchange sale transactions in retail
operations.
 Check the level of stock on sale

 Replenish stock on sale
 Supermarket
 Specialty Store

Check the level of To be competent, the user/individual on the job must be able to:
stock on sale PC1. use the stock control system to identify current stock levels, the stock
levels needed and any shortfalls in stock.
PC2. check stock so that there will be enough time to replace stocks before they
run out.
PC3. check stock levels at suitable intervals.
PC4. inform promptly when stock needs replacing.
PC5. notice when stock has passed its expiry date and promptly remove it from
sale and update the stock control system.
Replenish stock on PC6. order enough stock to maintain the correct levels.
sale PC7. prepare stock for sale within the time allowed.
PC8. arrange for stock to be moved to the sales floor when it is needed.
PC9. rotate stock correctly and with the least possible disturbance to other
people.
PC10. follow company procedures for getting rid of packaging waste.
PC11. update the stock control system promptly, accurately and completely.
PC12. notice changes in demand for stock and decide what stock levels are
suitable.
PC13. suggest realistic changes and give reasons for his/her recommendations.
20 | P a g e

Context (Knowledge KA1. factors that can affect demand for stock, and how to work out how
of the company / often to check stock levels.
KA2. how to use the stock control system to identify current stock levels,
the stock levels needed and any shortfalls in stock.
processes) KA3. how to identify stock with expired date codes.
KA4. how to update the stock control system to reflect changes in stock levels.
KA5. company procedures for getting rid of packaging waste.
KA6. how to regularly check demand for stock.
Knowledge KB1. how to use the stock control system to identify the types and quantities
of stock to order.
KB2. how to prepare and send orders for stock accurately and at the right times.
Skills (S)
SA1. complete receiving and storage documentation accurately.
Reading Skills
SA3. read delivery information in order to set up the correct receiving structures
and storage requirements.
SA4. read and interpret data safety sheets for perishable products.
Plan and Organize
SB2. plan and schedule receipt and movement of goods.
21 | P a g e
Customer Centricity
Problem Solving
SB4. respond to over or under supply of goods.
SB5. respond to multiple deliveries at the same time.
Analytical Thinking
SB9. calculate totals of goods accurately to determine over or under goods.
Critical Thinking
SB10. determine the impact of any discrepancy and action as appropriate.
22 | P a g e
NOS Version Control
NOS Code RAS/N0104

23 | P a g e
RAS/N0121 To maintain health and safety
----------------------------------------------------------------------------------------------------------------------------- ----------
Overview
This NOS covers the skills and knowledge for an individual to maintain health and safety.
24 | P a g e
Unit Code RAS/N0121

Unit Title
To maintain health and safety

(Task)
Description This OS describes the skills and knowledge required to maintain health and safety.
Scope This unit applies to individuals to maintain health and safety in retail operations.
 Identify and report accidents and emergencies

 Protect health and safety as you work
 Lift and handle goods safely

 Supermarket
 Specialty Store
Identify and To be competent, the user/individual on the job must be able to:
report accidents PC1. notice and correctly identify accidents and emergencies.
and emergencies PC2. get help promptly and in the most suitable way.
PC3. follow company policy and procedures for preventing further injury while
waiting for help to arrive.
PC4. act within the limits of his/her responsibility and authority when accidents and
emergencies arise.
PC5. promptly follow instructions given by senior staff and the emergency services.
Protect health PC6. follow company procedures and legal requirements for reducing health and
and safety as safety risks as far as possible while working.
you work PC7. use safety equipment correctly and in the right situations.
PC8. get advice and help from the right people when he/she is concerned about
his/her ability to work safely.
Lift and handle PC9. take suitable safety measures before lifting to protect himself/herself and
goods safely other people.
PC10. use approved lifting and handling techniques.
PC11. check that any equipment he/she needs to use is fit for use.
PC12. use lifting and handling equipment in line with company guidelines and
manufacturers’ instructions.
PC13. plan a safe and efficient route for moving goods.
PC14. make sure that he/she understands his/her own responsibilities when he/she
asks others to help in lifting and handling operations.
Context KA1. the types of accident and emergency that tend to happen in stores and why
25 | P a g e
(Knowledge of the they happen.

company / KA2. getting help in the event of an accident or emergency.
organization and KA3. action he/she can safely and usefully take while waiting for help to arrive.
KA4. health and safety risk that can arise in a store environment.
its processes)
KA5. company procedures and legal requirements for reducing health and safety
risks as far as possible while working.
KA6. following health and safety procedures.
KA7. safety equipment to be used and why it is required.
KA8. what he/she can lift safely.
KA9. weight of the loads he/she has to lift.
KA10. company guidelines for not lifting more than safe loads.
KA11. planning his/her route when moving goods including the types of
obstacles to look for and how to remove or avoid them.
KA12. company guidelines and manufacturers’ instructions for using lifting and
handling equipment.
Knowledge KB1. approved techniques for safe handling and lifting.
KB2. approved procedures for using safety equipment.
Skills (S)
Generic Skills The user/ individual on the job needs to know and understand how to:
Reading Skills
SA3. read information accurately
SA4. read and interpret data sheets
Plan and Organize
26 | P a g e
Customer Centricity
Problem Solving
Analytical Skills
NA
Critical Thinking
NA
27 | P a g e
NOS Version Control
NOS Code RAS/N0121

28 | P a g e
RAS/N0130 To create a positive image of self & organisation in the customers mind
----------------------------------------------------------------------------------------------------------------------------- ----------
Overview
This NOS covers the skills and knowledge for an individual to create a positive image of self &
organisation in the customers mind.
29 | P a g e
RAS/N0121
RAS/N0130 To create aTo maintain
positive health
image and
of self &safety
organisation in the customers mind
Unit Code RAS/N0130

Unit Title
To create a positive image of self & organisation in the customers mind

(Task)
Description This OS describes the skills and knowledge required to create a positive image of
self & organisation in the customers mind.
Scope This unit applies to individuals to create a positive image of self & organisation
in the customers mind in retail operations.
 Establish effective rapport with customers

 Respond appropriately to customers
 Communicate information to customers

 Supermarket
 Specialty Store
Establish To be competent, the user/individual on the job must be able to:
effective rapport PC1. meet the organisation’s standards of appearance and behaviour.
with customers PC2. greet customers respectfully and in a friendly manner.
PC3. communicate with customers in a way that makes them feel valued and
respected.
PC4. identify and confirm the customer’s expectations.
PC5. treat customers courteously and helpfully at all times.
PC6. keep customers informed and reassured.
PC7. adapt his/her behaviour to respond effectively to different customer
behaviour.
Respond PC8. respond promptly to a customer seeking assistance.
appropriately PC9. select the most appropriate way of communicating with customers.
to customers PC10. check with customers that he/she has fully understood their
expectations.
PC11. respond promptly and positively to customers' questions and comments.
PC12. allow customers time to consider his/her response and give further
explanation when appropriate.
30 | P a g e
RAS/N0121
positive health
image and&safety
of self organisation in the customers mind
Communicate PC13. quickly locate information that will help customers.

information PC14. give customers the information they need about the services or
to customers products offered by the organisation.
PC15. recognise information that customers might find complicated and
check whether they fully understand.
PC16. explain clearly to customers any reasons why their needs or
expectations cannot be met.
Context (Knowledge KA1. organisation’s standards for appearance and behaviour.
of the company / KA2. organisation’s guidelines for how to recognise what customers want and
respond appropriately.
KA3. organisation’s rules and procedures regarding the methods of
processes) communication used.
KA4. how to recognise when a customer is angry or confused.
KA5. organisation’s standards for timeliness in responding to customer
questions and requests for information.
B. Technical NA
Knowledge
Skills (S)
Skills The user/individual on the job needs to know and understand how to:
Reading Skills
SA6. use gestures or simple words to communicate where language barriers
exist.
31 | P a g e
RAS/N0121
positive health
image and&safety
Plan and Organize

Customer Centricity
Problem Solving
Analytical Skills
NA
Critical Thinking
NA
32 | P a g e
RAS/N0121
positive health
image and&safety
NOS Version Control
NOS Code RAS/N0130

Store Operations
Occupation Next review date 26/07/21
33 | P a g e
RAS/N0121
RAS/N0137 To maintain
To work health
effectively in aand safety
retail team
----------------------------------------------------------------------------------------------------------------------------- ----------
Overview
This NOS covers the skills and knowledge for an individual to be proficient to work effectively
in a retail team.
34 | P a g e
RAS/N0137 To work effectively in a retail team
Unit Code RAS/N0137

Unit Title
To work effectively in a retail team

(Task)
Description This OS describes the skills and knowledge required to work effectively within and
with teams across a Retail environment.
Scope This unit applies to individuals in a Retail environment who are required within their
job role to work as part of a team or to work cooperatively with other teams where
no reporting relationship is in place.
Requirement of this role would include but not be limited to:

 Support the work team
 Maintain personal presentation
 Develop effective work habits
The role may be performed in a range of Retail Environments such as:

 Supermarket
 Specialty Store
 Distribution Centre
 Shopping Mall
To be competent, the user/individual on the job must be able to:
Support the PC1. display courteous and helpful behaviour at all times.
work team
PC2. take opportunities to enhance the level of assistance offered to colleagues.
PC3. meet all reasonable requests for assistance within acceptable workplace
timeframes.
PC4. complete allocated tasks as required.
PC5. seek assistance when difficulties arise.
PC6. use questioning techniques to clarify instructions or responsibilities.
PC7. identify and display a non discriminatory attitude in all contacts with
customers and other staff members.
Maintain PC8. observe appropriate dress code and presentation as required by the
personal workplace, job role and level of customer contact.
presentation
PC9. follow personal hygiene procedures according to organisational policy and
relevant legislation.
35 | P a g e
RAS/N0137
RAS/N0121 To work effectively
To maintain in aand
health retail team
safety
Develop PC10. interpret, confirm and act on workplace information, instructions and
effective work procedures relevant to the particular task.
habits
PC11. interpret, confirm and act on legal requirements in regard to anti-
discrimination, sexual harassment and bullying.
PC12. ask questions to seek and clarify workplace information.
PC13. plan and organise daily work routine within the scope of the job role.
PC14. prioritise and complete tasks according to required timeframes.
PC15. identify work and personal priorities and achieve a balance between
competing priorities.
Context(Knowledge KA1. the policies and procedures relating to the job role.
of the company / KA2. the value system of the organisation.
organization and KA3. employee rights and obligations.
KA4. the reporting hierarchy and escalation matrix.
its processes)
Knowledge KB1. how to ask questions to identify and confirm requirements.
KB2. the importance of following routine instructions through clear and
direct communication.
KB3. how to use language and concepts appropriate to cultural differences.
KB4. how to use and interpret non-verbal communication.
KB5. the scope of information or materials required within the parameters of the
job role.
KB6. the consequences of poor team participation on job outcomes.
KB7. work health and safety requirements.
Skills (S)
SA1. complete workplace documentation accurately.
Reading Skills
SA2. read and interpret workplace documentation.
SA3. read and interpret organisational policies and procedures.
36 | P a g e
RAS/N0121
RAS/N0137 To To maintain
work health
effectively in aand safety
retail team
NA
Plan and Organize
SB1. plan and schedule time personal management.
Customer Centricity
SB2. build relationships with internal and external team members.
Problem Solving
SB3. respond to ambiguity in directions and instructions.
SB4. breakdown in relationships within the team.
SB5. breakdowns in communications with other teams.
Analytical Skills
NA
Critical Thinking
NA
37 | P a g e
RAS/N0137
RAS/N0121 To To
work effectively
maintain in aand
health retail team
safety
NOS Version Control
NOS Code RAS/N0137

38 | P a g e
RAS/N0121
To work health
effectively in anand safety
organisation
----------------------------------------------------------------------------------------------------------------------------- ----------
Overview
This NOS covers the skills and knowledge for an individual to work effectively in an
organisation.
39 | P a g e
RAS/N0138 To work effectively in an organisation
Unit Code RAS/N0138

Unit Title
To work effectively in an organisation

(Task)
Description This OS describes the skills and knowledge required to work effectively in an
organisation.
Scope This unit applies to individuals to work effectively in an organisation in retail
operations.
 Support effective team working
 Help plan and organise own learning
 Help others learn

 Supermarket
 Specialty Store
Support To be competent, the user/individual on the job must be able to:
effective PC1. share work fairly with colleagues, taking account of your own and others’
team working
preferences, skills and time available.
PC2. make realistic commitments to colleagues and do what has been promised.
PC3. let colleagues know promptly if he/she will not be able to do what has been
promised and suggest suitable alternatives.
PC4. encourage and support colleagues when working conditions are difficult.
PC5. encourage colleagues who are finding it difficult to work together to treat
each other fairly, politely and with respect.
PC6. follow the company’s health and safety procedures while working.
Help plan and PC7. discuss and agree with the right people goals that are relevant, realistic and
organise own clear.
learning
PC8. identify the knowledge and skills needed to achieve his/her goals.
PC9. agree action points and deadlines that are realistic, taking account of past
learning experiences and the time and resources available for learning.
PC10. regularly check his/her progress and, when necessary, change the way of
working.
PC11. ask for feedback on his/her progress from those in a position to give it, and
use their feedback to improve his/her performance.
40 | P a g e
RAS/N0121
RAS/N0138 To To maintain
work health
effectively and
in an safety
organisation
Help others PC12. encourage colleagues to ask him/her for work-related information or advice
learn that he/she is likely to be able to provide.
PC13. notice when colleagues are having difficulty performing tasks at which you
are competent, and tactfully offer advice.
PC14. give clear, accurate and relevant information and advice relating to tasks and
procedures.
PC15. explain and demonstrate procedures clearly, accurately and in a logical
sequence.
PC16. encourage colleagues to ask questions if they don’t understand the
information and advice given to them.
PC17. give colleagues opportunities to practise new skills, and give constructive
feedback.
PC18. check that health, safety and security are not compromised when helping
others to learn.
Context(Knowledge KA1. team’s purpose, aims and targets.
of the company / KA2. responsibility for contributing to the team’s success.
KA3. colleagues’ roles and main responsibilities.
organization and
KA4. the importance of sharing work fairly with colleagues.
its processes) KA5. the factors that can affect own and colleagues’ willingness to carry out
work, including skills and existing workload.
KA6. the importance of being a reliable team member.
KA7. factors to take account of when making commitments, including your
existing workload and the degree to which interruptions and changes of
plan are within your control.
KA8. the importance of maintaining team morale, the circumstances when
morale is likely to flag, and the kinds of encouragement and support that
are likely to be valued by colleagues.
KA9. the importance of good working relations, and techniques for
removing tension between colleagues.
KA10. the importance of following the company’s policies and procedures for
health and safety, including setting a good example to colleagues.
KA11. who can help set goals, help plan your learning, and give you
feedback about your progress.
KA12. how to identify the knowledge and skills he/she will need to achieve
his/her goals.
KA13. how to check his/her progress.
KA14. how to adjust plans as needed to meet goals.
KA15. how to ask for feedback on progress.
KA16. how to respondpositively.
KA17. how to help others to learn in the workplace.
41 | P a g e
RAS/N0121
To work health
effectively and
in an safety
organisation
KA18. how to work out what skills and knowledge he/she can usefully share with
others.
KA19. health, safety and security risks that are likely to arise when people are
learning on the job, and how to reduce these risks.
B. Technical NA
Knowledge
Skills (S)
Reading Skills
SA4. read and interpret data sheets
Plan and Organize
Customer Centricity
SB3. build relationships with internal and external team members.
Problem Solving
SB4. respond to ambiguity in directions and instructions.
SB5. respond to breakdown in relationships within the team.
SB6. respond to breakdowns in communications with other teams.
Analytical Skills
NA
42 | P a g e
RAS/N0138
RAS/N0121 To To
work effectively
maintain in an
health andorganisation
safety
Critical Thinking
NA
43 | P a g e
RAS/N0138
RAS/N0121 To work effectively
To maintain in an
health organisation
and safety
NOS Version Control
NOS Code RAS/N0138

44 | P a g e
Annexure
Nomenclature for QP and NOS
Qualifications Pack
9 characters
[ABC]/ Q 0101
[Insert 3 letter code for SSC] QP number (2 numbers)
Q denoting Qualifications Pack Occupation (2 numbers)
Occupational Standard
An example of NOS with ‘N’ 9 characters

[ABC] / N 0101
[Insert 3 letter code for SSC] OS number (2 numbers)
N denoting National Occupational Standard Occupation (2 numbers)
Back
45 to
| Ptop…
age 45
The following acronyms/codes have been used in the nomenclature above:
Sub-sector Range of Occupation numbers
Retail Operations 01-15
Retail Business 16-29

Ecommerce - Category Management 30-45
Retail 46-56
Ecommerce-Supply Chain & Logistics 57-67
FMCG 68-78
Generic Occupation 79-99
Sequence Description Example
Three letters Industry name RAS

Slash / /
Next letter Whether QP or NOS Q or N
Next two numbers Occupation code 01
Next two numbers OS number 01
46
46 | P a g e
CRITERIA FOR ASSESSMENT OF TRAINEES
Job Role: Retail Store Ops Assistant

Qualification Pack RAS/Q0101
Sector Skill Council Retail
Guidelines for Assessment
1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria
(PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and
Skills Practical for each PC.
2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC.
3 Assessment will be conducted for all compulsory NOS, and where applicable, on the selected elective/option NOS/set of
NOS.
4. Individual assessment agencies will create unique question papers for theory part for each candidate at each
examination/training center (as per assessment criteria below).
5. Individual assessment agencies will create unique evaluations for skill practical for every student at each
examination/training center based on this criterion.
6. To pass the Qualification Pack , every trainee should score a minimum of 70% of aggregate marks to successfully clear the
assessment.
7. In case of unsuccessful completion, the trainee may seek reassessment on the Qualification Pack.
Compulsory NOS Marks Allocation

Total Marks: 100
Assessment Assessment Criteria for outcomes Total Out of Theory Skills
Outcome marks
RAS/N0101 PC1. Identify quantity and nature of goods to be received. 10 5 5
To receive and PC2. Confirm appropriate storage space availability. 5 2.5 2.5
store goods in PC3. Check and confirm that all equipment required for 5 2.5 2.5
retail operations receipt and movement of goods is available and in good
working order.
PC4. Complete required paperwork, checking for accuracy 10 5 5
and completeness.
PC5.Ensure that the area for receiving goods is clean, tidy 5 2.5 2.5
and free from obstruction and perils.
PC6. Report any shortfall in space or malfunction with 5 2.5 2.5
equipment to supervisor 100
PC7. Check that all goods as detailed in the delivery note 5 2.5 2.5
have been received.
PC8. Record refusals accurately following organisational 10 5 5
standard operating procedures.
PC9. Accurately update stock control systems to reflect 5 2.5 2.5
receipt of goods
PC10. Confirm storage requirements and conditions for the 10 5 5
incoming goods.
PC11. Ensure appropriate handling procedures for perishable 10 5 5
and non-perishable goods is in place.
47
47 | P a g e

Total Marks: 100
Outcome marks
PC12. Follow all relevant legislation and organisation policies 10 5 5
and procedures.
PC13. Complete all administrative procedures to ensure 10 5 5
appropriate rotation of goods.
Total 100 50 50
RAS/N0102 PC1. Check that you have all the products you are due to 5 2.5 2.5
To deliver deliver.
products to PC2. Check you have the equipment and paperwork needed 5 2.5 2.5
customers for the delivery.
PC3. Check that you have all the delivery details you need 5 2.5 2.5
and that you know how to get to the delivery address.
PC4. Plan a schedule of deliveries which makes the best use 5 2.5 2.5
of time and other resources.
PC5. Check that you have enough fuel for your delivery 10 5 5
schedule and follow company procedures for getting more
fuel if needed.
PC6. Transport products and equipment safely and securely. 5 2.5 2.5
PC7. Deliver products at the times agreed with the 5 2.5 2.5
customer. 100
PC8. Take action in line with company procedures if you 10 5 5
expect to arrive at the customer’s premises early or late.
PC9. Follow company procedures for ensuring that deliveries 10 5 5
are left only with individuals who may legally receive them.
PC10. Take action in line with company procedures if no one 10 5 5
is available who can receive the delivery or if the customer
rejects the delivery.
PC11. Unload orders safely and in ways which protect the 10 5 5
orders from damage.
PC12. Treat the customer courteously throughout the 10 5 5
delivery process.
PC13. Update records of delivery and non-delivery promptly 10 5 5
and in line with company procedures.
Total 100 50 50
RAS/N0103 PC1. Check existing stock levels accurately and in line with 100 10 5 5
To maintain instructions and company procedures.
required levels of PC2. Ask the right person for advice if instructions for 5 2.5 2.5
stock checking stock are not clear.
PC3. Spot unsaleable stock and promptly tell the right 5 2.5 2.5
person.
PC4. Check stock levels in ways that do not disturb other 10 5 5
people any more than needed.
PC5. Update stock records accurately and in line with 10 5 5
company procedures.
PC6. Follow instructions for positioning stock. 10 5 5
48 | P a g e 48

Total Marks: 100
Outcome marks
PC7. Promptly ask the right person for advice if instructions 10 5 5
for positioning stock are not clear.
PC8. Handle stock in ways that protect your own and other 10 5 5
people’s safety.
PC9. Handle stock in ways that protect stock, equipment 10 5 5
and premises from being damaged.
PC10. Fill shelves in ways that do not disturb other people 10 5 5
any more than needed.
PC11. Promptly clean and tidy your work area when you have 10 5 5
finished.
Total 100 50 50
RAS/N0104 PC1. Use the stock control system to identify current stock 5 2.5 2.5
To maintain levels, the stock levels needed and any shortfalls in stock.
adequate stocks PC2. Check stock so that there will be enough time to replace 5 2.5 2.5
levels for sale stocks before they run out.
PC3. Check stock levels at suitable intervals. 5 2.5 2.5
PC4. Inform promptly when stock needs replacing. 5 2.5 2.5
PC5. Notice when stock has passed its expiry date and 10 5 5
promptly remove it from sale and update the stock control
system.
PC6. Order enough stock to maintain the correct levels. 5 2.5 2.5
PC7. Prepare stock for sale within the time allowed. 100 10 5 5
PC8. Arrange for stock to be moved to the sales floor when 10 5 5
it is needed.
PC9. Rotate stock correctly and with the least possible 10 5 5
disturbance to other people.
PC10. Follow company procedures for getting rid of 10 5 5
packaging waste.
PC11. Update the stock control system promptly, 5 2.5 2.5
accurately and completely.
PC12. Notice changes in demand for stock and decide what 10 5 5
stock levels are suitable.
PC13. Suggest realistic changes and give reasons for your 10 5 5
recommendations.
Total 100 50 50
RAS/N0121 PC1. Notice and correctly identify accidents and 10 5 5
To maintain emergencies.
health and safety PC2. Get help promptly and in the most suitable way. 10 5 5
PC3. Follow company policy and procedures for preventing 100 5 2.5 2.5
further injury while waiting for help to arrive.
PC4. Act within the limits of his/her responsibility and 10 5 5
authority when accidents and emergencies arise.
49
49 | P a g e

Total Marks: 100
Outcome marks
PC5. Promptly follow instructions given by senior staff and 10 5 5
the emergency services.
PC6. Follow company procedures and legal requirements for 5 2.5 2.5
reducing health and safety risks as far as possible while
working.
PC7. Use safety equipment correctly and in the right 5 2.5 2.5
situations.
PC8. Get advice and help from the right people when he/she 10 5 5
concerned about his ability to work safely.
PC9. Take suitable safety measures before lifting to protect 10 5 5
himself/herself and other people.
PC10. Use approved lifting and handling techniques. 5 2.5 2.5

PC11. Check that any equipment he/she needs to use is fit 5 2.5 2.5
for use.
PC12. Use lifting and handling equipment in line with 5 2.5 2.5
company guidelines and manufacturers’ instructions.
PC13. Plan a safe and efficient route for moving goods. 5 2.5 2.5
PC14. Make sure that he/she understands his/her 5 2.5 2.5
responsibilities when he/she asks others to help in lifting and
handling operations.
Total 100 50 50
RAS/N0130 PC1. Meet the organisation’s standards of appearance and 5 2.5 2.5
To create a behaviour.
positive image of PC2. Greet customers respectfully and in a friendly manner. 5 2.5 2.5
self & PC3. Communicate with customers in a way that makes them 5 2.5 2.5
organisation in feel valued and respected.
the customers PC4. Identify and confirm your customer’s expectations. 10 5 5
mind PC5. Treat customers courteously and helpfully at all times. 5 2.5 2.5
PC6. Keep customers informed and reassured. 5 2.5 2.5
PC7. Adapt his/her behaviour to respond effectively to 5 2.5 2.5
different customer behaviour.
PC8. Respond promptly to a customer seeking assistance. 5 2.5 2.5
100
PC9. Select the most appropriate way of communicating 5 2.5 2.5

with customers.
PC10. Check with customers that he/she has fully 10 5 5
understood their expectations.
PC11. Respond promptly and positively to customers' 10 5 5
questions and comments
PC12. Allow customers time to consider his/her response and 5 2.5 2.5
give further explanation when appropriate.
PC13. Quickly locate information that will help customers. 10 5 5
50
50 | P a g e

Total Marks: 100
Outcome marks
PC14. Give customers the information they need about the 5 2.5 2.5
services or products offered by the organisation.
PC15. Recognise information that customers might find 5 2.5 2.5
complicated and check whether they fully understand.
PC16. Explain clearly to customers any reasons why their 5 2.5 2.5
needs or expectations cannot be met.
Total 100 50 50
RAS/N0137 PC1. Display courteous and helpful behaviour at all times. 5 2.5 2.5
To work
effectively in a PC2. Take opportunities to enhance the level of assistance 10 5 5
retail team offered to colleagues
PC3. Meet all reasonable requests for assistance within 5 2.5 2.5
acceptable workplace timeframes.
PC4. Complete allocated tasks as required. 5 2.5 2.5
PC5. Seek assistance when difficulties arise. 5 2.5 2.5
PC6. Use questioning techniques to clarify instructions or 5 2.5 2.5
responsibilities.
PC7. Identify and display a non discriminatory attitude in all 10 5 5
contacts with customers and other staff members.
PC8. Observe appropriate dress code and presentation as 5 2.5 2.5
required by the workplace, job role and level of customer
contact. 100
PC9. Follow personal hygiene procedures according to 5 2.5 2.5
organisational policy and relevant legislation.
PC10. Interpret, confirm and act on workplace information, 10 5 5
instructions and procedures relevant to the particular task.
PC11. Interpret, confirm and act on legal requirements in 5 2.5 2.5
regard to anti-discrimination, sexual harassment and
bullying.
PC12. Ask questions to seek and clarify workplace 10 5 5
information.
PC13. Plan and organise daily work routine within the scope 10 5 5
of the job role.
PC14. Prioritise and complete tasks according to required 5 2.5 2.5
timeframes.
PC15. Identify work and personal priorities and achieve a 5 2.5 2.5
balance between competing priorities.
Total 100 50 50
RAS/N0138 PC1. share work fairly with colleagues, taking account of your 5 2.5 2.5
To work own and others’ preferences, skills and time available.
100
effectively in an PC2. make realistic commitments to colleagues and do what 5 2.5 2.5
organisation has been promised.
51
51 | P a g e

Total Marks: 100
Outcome marks
PC3. let colleagues know promptly if he/she will not be able 5 2.5 2.5
to do what has been promised and suggest suitable
alternatives.
PC4. encourage and support colleagues when working 5 2.5 2.5
conditions are difficult.
PC5. encourage colleagues who are finding it difficult to work 5 2.5 2.5
together to treat each other fairly, politely and with respect.
PC6. follow the company’s health and safety procedures 5 2.5 2.5
while working.
PC7. discuss and agree with the right people goals that are 10 5 5
relevant, realistic and clear.
PC8. identify the knowledge and skills needed to achieve 5 2.5 2.5
his/her goals.
PC9. agree action points and deadlines that are realistic, 5 2.5 2.5
taking account of past learning experiences and the time and
resources available for learning.
PC10. regularly check his/her progress and, when necessary, 5 2.5 2.5
change the way of working.
PC11. ask for feedback on his/her progress from those in a 5 2.5 2.5
position to give it, and use their feedback to improve his/her
performance.
PC12. encourage colleagues to ask him/her for work-related 5 2.5 2.5
information or advice that he/she is likely to be able to
provide.
PC13. notice when colleagues are having difficulty 5 2.5 2.5
performing tasks at which you are competent, and tactfully
offer advice.
PC14. give clear, accurate and relevant information and 10 5 5
advice relating to tasks and procedures.
PC15. explain and demonstrate procedures clearly, 5 2.5 2.5
accurately and in a logical sequence.
PC16. encourage colleagues to ask questions if they don’t 5 2.5 2.5
understand the information and advice given to them.
PC17. give colleagues opportunities to practise new skills, 5 2.5 2.5
and give constructive feedback.
PC18. check that health, safety and security are not 5 2.5 2.5
compromised when helping others to learn.
100 50 50
52 | P a g e 52

RASCI Qualifications Pack 0101 - Retail Store Ops Assistant

Uploaded by

Copyright:

Available Formats

RASCI Qualifications Pack 0101 - Retail Store Ops Assistant

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

RASCI Qualifications Pack 0101 - Retail Store Ops Assistant

Uploaded by

Copyright:

Available Formats

g norms and execution of themes and plots

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR RETAIL

 OS describe what 4. OS Units……………………..…….….[Page 4]

Qualifications Pack Code RAS/Q0101

Minimum Job Entry Age 18 years

Experience Not Applicable

Performance Criteria As described in the relevant OS units

Keywords /Terms Description

perform activities and tasks defined for the job role.

POS Point of Sale

RAS/N0101 To receive and store goods in retail operations

RAS/N0101 To receive and store goods in retail operations

Unit Code RAS/N0101

To receive and store goods in retail operations

The role may be performed in a range of Retail Operations

RAS/N0101 To receive and store goods in retail operations

A. Organizational The user/individual on the job needs to know and understand:

RAS/N0101 To receive and store goods in retail operations

Plan and Organize

RAS/N0101 To receive and store goods in retail operations

NOS Version Control

NOS Code RAS/N0101

Credits (NSQF) TBD Version number 1.0

RAS/N0102 To deliver products to customers

RAS/N0102 To deliver products to customers

Unit Code RAS/N0102

To deliver products to customers

 Delivery of products to customers.

The role may be performed in a range of Retail Operations

RAS/N0102 To deliver products to customers

A. Organizational The user/individual on the job needs to know and understand:

RAS/N0102 To deliver products to customers

Plan and Organize

RAS/N0102 To deliver products to customers

NOS Version Control

NOS Code RAS/N0102

Credits (NSQF) TBD Version number 1.0

Occupation Store Operations Next review date 26/07/21

RAS/N0103 To maintain required levels of stock in retail operations

RAS/N0103 To maintain required levels of stock in retail operations

Unit Code RAS/N0103

To maintain required levels of stock in retail operations

The role may be performed in a range of Retail Operations

Performance Criteria(PC) w.r.t. the Scope

RAS/N0103 To maintain required levels of stock in retail operations

Knowledge and Understanding (K)

RAS/N0103 To maintain required levels of stock in retail operations

Plan and Organize

RAS/N0103 To maintain required levels of stock in retail operations

NOS Version Control

NOS Code RAS/N0103

Credits (NSQF) TBD Version number 1.0

Occupation Store Operations Next review date 26/07/21

RAS/N0104 To maintain adequate stocks levels for sale

RAS/N0104 To maintain adequate stocks levels for sale

Unit Code RAS/N0104

To maintain adequate stocks levels for sale

 Check the level of stock on sale

The role may be performed in a range of Retail Operations

Performance Criteria(PC) w.r.t. the Scope