Retail Operations Certificate

Student Profile
This programme is designed for people working in or planning to work in a retail environment and provides a broad introduction to the sector and the range of skills required.

Study Method
The course is designed for study by distance learning at work or at home.  Students receive course manual, assignments and studyguide plus tutor support by telephone, mail and email.
For further details see Study House General Information sheet.

Assessment
The ASET certificate, which is a  recognised award, is gained through completing a short series of written assignments plus a multi-choice style end-test.

Course Outline
Company Information: Detailing Company Profile and Structure, Job Description and Profile, Curriculum Vitae, Course Attendance, Personal Development Plan and Company Aims and Objectives

Customer Service: Understanding Customer expectations, Effective Customer Relations, how to prepare for Customers, You are the Company, Preparing Yourself, meeting Customer needs, Types of Welcome, Product Knowledge and Care, Complaints, good Customer Service

Checkout: Looking at Customer Impressions, Entering and Scanning goods, Handling Cash, checking for Fraudulent Notes, Cheques and Debit/Credit Cards and Cashing up

Health & Safety: Outlining details of the Health & Safety Laws, Employer and Employee responsibilities, Safe Lifting & Handling, Fire equipment, Accident Reporting, First Aid, Risk Assessments, Control of Substances, Safe use of Machinery, Bomb threats, Pest Control

Merchandising:  Understanding the planning and overall look of Displays, Visual Merchandising, Space Allocation, Tools and Equipment, Stock selection, Stocking the Display, Housekeeping, Labelling and Pricing

Legislation: Detailing Legislation and Consumer Law, Sale of Goods Act, Supply of Goods and Services Act, Tort (Interface with Goods) Act, Trade Descriptions Act, Consumer Protection Act, Shops Act

Security: Looking at Crime prevention, Crime prevention equipment and use, Security of premises, Personal Security, Conflict resolution and diffusing non-violent situations, Physical attacks, Staff security and vigilance, Collecting evidence

Stock Control: Understanding What is Stock, receiving and unpacking Stock, Delivery Note, Stock reception area, Stock returns and claims, Stock Storage, Rotation and Control

Team Building: Outlining Team Building and Communication skills, Communication Processes, Supportive approach to Teamwork, Resolving Team Conflict, Contingency Planning, Brainstorming, SMART Criteria, Devising a Policy