Professional Documents
Culture Documents
Certificate in
Fashion Retail
Get Set for Work
Work effectively in Retail
Excursion 1
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australian retail college (india)
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ADDITIONAL
SKILL ACQUISITION
PROGRAMME
ASCI/ARC/FRP001 ASAP PHB
Certificate in Retail
Fashion
PARTICIPANT HANDBOOK
course offered by
Course Details
Name of Course Certificate in Fashion Retail
Synopsis of Course
The program “Certificate In Fashion Retail” is aligned to National Occupational Standards
(NOS) Level 3 and has been customised to meet the specific needs of the apparel/fashion
sector. This program also includes fashion specific units from the Australian Retail Training
Package. The course will develop students capable of being employed by apparel retailers
and will be competent in performing as a Fashion Sales Associate, advising customers on
product fit and suitability as well as merchandising product to maximise sales.
Key Competencies
Upon successful completion of the course, the participants will be able to perform the
following:
Course Duration
Theory 39 hours
Practical 81 hours
Post training
Students should continue to use the material given to them during their internship and reach
out to their trainer to assist with any further questions or queries they have.
PARTICIPANT HANDBOOK
Get Set for Work
He is finding out about the retail industry and the fashion sector.
He is learning and practicing communication skills that he must use when he is at work
experience and when he obtains a job. Arjun is also learning interview skills so he feels
confident when he applies for a job, and how to be organised for his work experience.
Module(s) Overview
Module contains core, generic and professional skills which underpin NOS 3 requirements.
It is divided into two sessions that include specific retail and career information that is
relevant to people seeking employment in the retail fashion industry sector, workplace
communication, job interview skills and English for the fashion service sector.
Day 1:
Interview skills
English for the retail sector
Module(s) Objectives
The objectives of this module(s) are to achieve competency in the following areas:
1. Be able to explain different types and structures of retail stores and identify job
requirements associated with positions in retail stores.
2. Be able to use professional verbal and non-verbal communication that is appropriate
for the workplace.
3. Be able to participate in a job interview responding confidently with appropriate
answers.
4. Be able to use communicate fluently in English for work within the fashion sector.
Module Design
Session Session and Method Tools/Equipment/Props Duration
No. Activities
Introduction to a Theory PPT for this session and data 2.5 hrs
retail career and development projector
1
industry Revision activity
placement
Communication Theory PPT for this session and data 2.5 hrs
skills development projector
Skills practice Product/advertising material
Revision activity about retail fashion, fashion
stores or shopping malls for
Activity 2.16
Interview skills Theory PPT for this session and data 2.5 hrs
development projector
2
Skills practice
Revision activity
English for the Theory PPT for this session and data 2.5 hrs
retail fashion development projector
sector Skills practice
Revision activity
Session 1 Plan
Session Name: Introduction to a retail career and
communication skills
Session Objectives
To be able to:
Identify types of retail businesses and job roles within retail and to analyse a Position
Description for an entry level retail job role within a fashion store
Be able to use appropriate verbal and non-verbal communications in face-to-face and
telephone communication at work
Underpinning Knowledge/Theory
Identify different retail formats, recent innovations, and categories of retail stores
Identify business structures used in retail stores
Identify the organizational structure and work functions with retail stores
Identify retail career options and required abilities
Understand a Position Description purpose and contents
Understand industry placement requirements
and
Student Instructions
This is the first session of three sessions that support the core, generic ad professional skills
that you need to develop to work effectively, and to obtain employment in a retail store.
Be prepared to contribute your own experiences of store situations from your own personal
shopping experiences and / or from any industry excursion in which you participate.
Assessment
You will complete Activity Sheets throughout the session and also complete Assessment
Activities as part of the sessions’ review and / or homework. All Activity Sheets and
Assessment Activities will be reviewed by your trainer.
Session 1 Slides
Slide 1 Notes
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Extra notes:
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Position Description
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Choose one Key Responsibility Area from this Position Description. Write down the Area
that you have chosen and then answer the following questions:
4. Write down some specific tasks from this Key Responsibility Area that you would
probably complete if you got this job.
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5. Why do you think the store would expect the job holder to already be able to perform
the listed Job Specifications when starting the job?
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Merchandise:
Display:
General abilities:
Situation: Questions:
Situation: Questions:
Write your answers in the spaces below
What impression is her non-verbal communication
sending to the manager who just told her to complete a
task?
Nandi’s manager has just told him the What feedback should Nandi give to his
following verbal message: manager so Nandi really understands what
he is meant to do?
“Nandi, get a trolley from the stock room.
Go and load up the new stock from the
delivery dock and bring it out and restock
the empty hanging space.”
What non-verbal communication should
Nandi does not know which sort of trolley Nandi use so his feedback looks positive
he should get because the store has three and shows that he is willing to work?
different types.
He also does not know which empty
hanging space to use for the new stock.
Malika has been told by her manager to: What body language signals is Malika
sending to her manager in her feedback?
“Change this display so that the new stock
is put on display instead of the products
that have been there for a week.”
Malika knows that the products that have How could she change her body language?
been on display are selling very well and
that customers notice them and buy them
every day.
Malika crosses her arms and shakes her Malika may know information about the
head, and says to the manager in an angry stock which her manager should be told.
tone of voice: How could she have explained her opinion
“That is a stupid idea! The products that so she is more polite and helpful?
are there now are selling really well. Why
would I move them?”
Sunil was asked by his manager to put 20 Why did Suni probably have a problem
large stock items onto the bottom shelf and to listening carefully to his manager?
put 40 small stock items onto the higher shelf.
Sunil was very tired because he was out late
last night and he did not quite understand
what he was supposed to do. He just said he What should he have said to his manager
would get the job finished immediately. when he did not understand?
Suni put the wrong stock onto the wrong
shelf. Customers were already having trouble
getting the heavy items from the higher shelf
and some stock had been dropped and broken. What problems have occurred because
Suni did not listen properly?
Elina was at a team meeting in her store. The Why didn’t Elina hear the information
manager explained an important task to check that her manager explained at the team
that stock was correctly price ticketed. Elina meeting?
was busy noticing her friend’s new shoes
during the meeting. She thought that the
manager’s instructions sounded too
complicated. What should she do so she listens more
After the meeting, Elina was told to start carefully next time, especially if the
checking the price tickets. She did not know instructions are complicated?
what to do, so she just stayed busy with
customers and never did it.
Later in the day, the manager came to see
What problem occurred because Elina
what had happened because there had been
did not listen properly?
many customer complaints about wrong
prices on the stock.
Physical barriers
How you could try and overcome each barrier:
Physiological
barriers
How you could try and overcome each barrier:
Environmental
barriers
How you could try and overcome each barrier:
Emotional
barriers
How you could try and overcome each barrier:
Deliberate
barriers
How you could try and overcome each barrier:
An observer will watch your abilities and make notes in the checklist below.
Session 2 Overview
Session Name: Interview Skills & English for the fashion sector
Session Objective
To be able to use appropriate interview skills in a face-to-face job interview
Apply English skills to written and spoken situations relevant to retail fashion
Underpinning Knowledge/Theory
Types of job interviews
Preparation tasks to complete before an interview
Interview questions to be prepared for
Interview question types
Answering questions skills
Body language to use during interviews
Applicant questions to ask
Making and leaving a good impression
and
Duration
4 Hours
Student Instructions
This is the third of three sessions that support the core, generic and professional skills that
you need
to develop to work effectively, and obtain employment in a retail store.
Be prepared to contribute your own experiences of store situations from your own personal
shopping experiences and / or from any industry excursion in which you participate.
Assessment
You will complete Activity Sheets throughout the session and also complete Assessment
Activities as part of the sessions’ review and / or homework. All Activity Sheets and
Assessment Activities will be reviewed by your trainer.
Session 2 Slides
Slide 1 Notes
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Extra notes:
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Use the headings below, and write down what you would need to complete to be ready and organized
to attend this interview.
Retail store where you would apply for this job: _________________________________
Previous / current
work history
Completed courses or
a course currently
being undertaken
Personal attributes
Note your own skills below Note the skills of the other student with
whom you completed this activity
How well did you answer the interview How well did she/he answer the interview
questions Consider: Did you answer: questions Consider: Did he/she answer:
a) Honestly a) Honestly
b) Systematically b) Systematically
How well did you control your: How well did he/she control:
a) Voice qualities – tone, speed of a) Voice qualities – tone, speed of
speech speech
b) Body language: facial expression, b) Body language: facial expression,
eye contact, body posture eye contact, body posture
Note your own skills below Note the skills of the other student with
whom you completed this activity
How well did you answer the interview How well did she/he answer the interview
questions Consider: Did you answer: questions Consider: Did he/she answer:
c) Honestly c) Honestly
d) Systematically d) Systematically
How well did you control your: How well did he/she control:
c) Voice qualities – tone, speed of c) Voice qualities – tone, speed of
speech speech
d) Body language: facial expression, d) Body language: facial expression,
eye contact, body posture: eye contact, body posture:
Elderly
Counter
Impatient
Uncertain
Tourist
Loyal
Polite
Approach
Browse
Greet
Communicate
Happy
To talk to a customer
Brand
Flattened
Remove
Out of date
Rotation
Sort
Layout
Fixture
Price ticket
Stock line
Promotion
Display
Clarify
Conversation
Nodding
Objection
Add-on
Undecided
Hesitant
Discount
Rapport
Procedure
Expensive
Compare
1. What cleaning tasks might staff have to complete, to keep this fashion store
looking attractive to customers?
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4. Why do you think it could be a good idea to buy this for a newly married
couple?
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1. You need help to move some heavy cartons and another team member is not busy
at the moment. What could you say to this team member?
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2. You want your manager to give his opinion about how well you have displayed
some stock. What could you say to your manager?
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3. You are not sure what your manager wants you to do first because he has given
you two tasks to complete. What could you say to your manager?
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4. You need to ask a team member about a new stock item so you can explain it
properly to customers. What could you say to the team member?
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5. You want another team member to help you to take rubbish out to the bin.
What could you say to the team member?
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1. You would like to take your lunch break early today. What could you say to ask
your manager for permission?
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2. You need to borrow a pen from the cashier to help a customer to complete a
delivery form. What could you say to ask the cashier if you can borrow a pen?
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3. You department is selling out of a popular stock item. There is more stock in the
store room. What could you say to ask your manager for permission to go and
get the extra stock?
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4. You would like rearrange a display that another team member has built because
the stock is mostly sold now, and the remaining stock is untidy. What could you
say to ask the team member if she minds that you change the display?
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5. You would like to learn about the stock in a different part of the store. What
could you say to ask the manager if you can be trained in the other department?
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1. A customer is angry because she bought a product that is faulty. She demands to
speak to the manager. What should you tell the manager about this customer?
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2. You need to tell another team member that there is a new delivery of stock that
you both have to bring into the store and unpack. What should you say to the
team member?
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3. You need to tell a customer that the product he wants to buy has been ordered
and will arrive at the store on Friday. What should you say to the customer?
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4. You need to tell a team member to unload a stock delivery onto the counter so
you can count the number of items that have been delivered. What should you
say to the team member?
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What English words or phrases did you learn as part of this activity?
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What will you try to do better next time you present information in English to other
people?
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Product Product
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Cbazaar
Cbazaar is the largest online store offering Indian Ethnic Wear that is suitable for men,
women and kids. It is a pioneer in Indian Ethnic Wear and has patronage in over 130
countries.
It offers timeless Indian styles, as well as designer wear, party-wear and everyday fashion.
The Collection includes over 16,000 exquisite designs.
Cbazaar employs over 350 talented fashion designers, dressmakers, programmers,
designers, customer engagement executives and others.
Cbazaar has 3 unique in-house brands using the finest cuts, fabrics and styles:
1 RaiR:
This collection draws its inspiration from the timeless fashion heritage of India. It reinvents
the splendour, richness and beauty of the Mughal era. Every creation is unique and
specially created. These garments are made from 100% pure fabric of superior quality.
2 Bollywood Vogue:
This Bollywood inspired range will make you dazzle on the red carpet or anywhere! Now
dress like your favourite Bollywood star, whilst draped in comfort and high fashion.
3 Modni:
This is trendy Indian Ethnic Wear at affordable pricing. Look chic and stylish every day
with this unique range.
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(continued over the page)
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5. In your own words, explain what information you would need to know about the
following brands?
RajR:
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Bollywood Vogue:
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Modni:
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1. Have a conversation with another team member about asking to swap your next work
shift, so you can go to a friend’s wedding. The other team member does not really want
to swap shifts, so you have to be persuasive.
2. Talk to your manager about why it would be good to change a store display. You think
that the currently displayed stock has been there for too long and is not attracting many
customers. Your manager is not sure what other stock to put there, if the current stock
is moved.
3. Talk to a customer and discuss the weather or another general topic, to be friendly.
4. Ask another team member to explain a product to you, and then have a conversation
about this product and how to recommend it to customers.
5. A tourist asks you for some directions to a local place outside of the store. Explain the
directions so the tourist can get to this other place.
6. A customer asks you about the different types of stock that the store sells. Explain what
stock types are sold in your store.
Assessment Activities
Instructions: Complete the following assessment activities as directed by your trainer.
Try and identify the following information about these stores, and make notes about
them on this page and the following page.
Retail format: (tick the boxes that apply for this store)
[ ] Specialty store
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Retail format: (tick the boxes that apply for this store)
[ ] Specialty store
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Role-play situation to take part in Feedback on ways you can improve your
communication skills
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Hazard
Accident
Procedure
Flammable
Manual handling
Legislation
Protective
Report
Identification
Concerned
Training
Corrosive
Manager
Theft
Activated
Surveillance
Vigilant
Minimise
Apprehend
Suspicious
Monitor
Representative
High risk
Carton cutter
Weight scale
Refrigerator
Stock trolley
Freezer
Register
Fixture
Conveyor belt
Marking gun
Shopping trolley
Escalator
Ladder
Enthusiastic
Volunteer
Urgent
Conversation
Improve
Impression
Initiative
Note pad
Accurate
Message
Satisfactory
Department
To increase in ability
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2. What could the salesman say to encourage the customer to buy the shirt?
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3. What could happen if water is spilt onto the floor while they are cleaning the sign
board?
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4. Where do you think they would have to put the cleaning equipment when they
are finished with it?
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(You may have to pretend some information for your answers or remember details from your work
experience store.)
1. A customer does not know where another department is located in the store.
What could you say to tell her where it is?
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2. A team member does not know where a stock item is located in your department.
What could you say to tell her where this stock is located?
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3. A customer does not know when a purchase can be delivered to her home. What
could you say to tell her when this order can be delivered?
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4. A new team member does not know where the washrooms are located. What
could you say to tell him where they are?
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1. A manager is angry because you forgot to complete a task. What can you say to
apologise to the manager?
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2. A team member is annoyed because you came back late from your break so he
had to wait for his turn. What can you say to apologise to the team member?
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3. A customer is angry because the store is very busy and it is taking too long to get
service at the cashier’s counter. What can you say to apologise to the customer?
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4. You accidently bumped against a team member as you carried stock past where
she was standing. What can you say to apologise to the team member?
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5. You made an unkind comment to a team member and now realise it was not a
fair thing to say. What can you say to apologise to the team member?
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Products Products
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Product Product
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The retail sector in India is one of the largest sectors in the country. This sector includes
wholesale businesses. It employs 10% of all working Indians. On average, 5 people are
employed in each retail store, but this average does not show that some large, modern retail
stores employ many staff while other small businesses employ no or few staff.
The sector has grown strongly in recent years. From a survey of almost 2,000 retail
businesses, the following problems were identified.
Electricity supply problems: 33% of the surveyed retail businesses rated poor
electricity supply their most important problem. When power went out, many
customers did not go shopping and stock did not look appealing without full lighting.
Finance access: 16% of retail businesses surveyed indicated that they could not
develop their businesses further, because they could not get bank loans to help them
expand.
This is a summary of an article written by Mohammad Amin.
1. What other type of businesses are included with retail stores, when the article is
referring to the retail sector?
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2. What percentage of all Indian employees is employed in the retail sector?
____________________________________________________________________
3. How many retail businesses were surveyed to identify problems in the retail
sector?
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4. What problems occur when retail stores lose their electricity supply?
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5. What percentage of business said that finance was a problem?
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6. Who wrote the original article from which this summary has been written?
____________________________________________________________________
Scanning procedure
Stock is scanned in our store to record product information when stock is delivered and
when it is sold.
Instructions:
Locate the bar code and hold the stock item firmly
Move the stock item’s bar code past the scanning sensors
The scanner will beep when the item has scanned successfully
If the bar code does not scan successfully:
o Smooth out the bar code with your hand in case the bar code is crumpled,
then scan it again
o Clean the scanner glass with a soft cloth as dirty glass will prevent the scanner
from working
If the scanner will not scan after smoothing the bar code and cleaning the glass, then
contact your supervisor
Scanner glass should be cleaned at least once per day as part of your usual cleaning duties
1. How do you know that the scanner has successfully scanned a bar code?
___________________________________________________________________
___________________________________________________________________
2. What are two ways to try and fix the problem when a scanner will not scan a bar
code?
1. _________________________________________________________________
2. _________________________________________________________________
3. What are you expected to do if a scanner will not scan bar codes after you have
tried to fix the problem yourself?
___________________________________________________________________
___________________________________________________________________
Notes
Glossary of Terms
(Add your own words or terms and explanations)
Term Definition
What did you enjoy most about your training in this module?
Did you find the trainer helpful and willing to involve all participants?
PARTICIPANT HANDBOOK
Work Effectively in Retail
Arjun keeps a task list in a notebook to plan his day and week so he remembers to complete
tasks on time.
Module(s) Overview
This module includes the skills and knowledge that entry-level retail employees in a fashion
store need to be able to work cooperatively with team members, get work completed, and
overcome simple team conflict situations.
This Student Workbook contains the following National Occupational Standards (NOS):
NOS 3: NOS 4:
NO 130: To create a positive image of self NO 130: To create a positive image of self
and organisation in the customer’s mind and organisation in the customer’s mind
NO 137: To work effectively in your team NO 137: To work effectively in your team
NO 138: To work effectively in your
organisation
Module(s) Objectives
The objectives of this module(s) are to achieve competency in the following areas:
Day One:
Working with other team members to meet store and team targets and personal goals
Dealing with team conflict that is occurring between team members
Module Design
Session Session and Activities Method Tools/Equipment/Props Duration
No.
1 Presenting yourself at work Theory development 1. PPT for this session 2 hrs.
and data projector
Session 1 Overview
Session Name: Presenting yourself at work & completing tasks
properly
Session Objective
To be able to:
Explain and identify how to present for work using appropriate grooming and
personal hygiene standards, wearing correct clothing and shoes, and using work-place
appropriate behaviour.
Follow store procedures, rules and legislation requirements while completing tasks
properly.
Underpinning Knowledge/Theory
Personal hygiene standards
Following personal hygiene and clothing standards
Standards for preferred dress and uniforms
Behaviours expected of employees
And:
Store procedures and rules
Reading and understanding store procedures
How to ask questions to confirm how tasks are meant to be completed
How to prioritise and plan task completion
How to complete tasks efficiently
From whom to seek advice or assistance
Duration
4 Hours
Student Instructions
This is the first of two sessions. It includes the theory and skills required to be able to present
at work with appropriate grooming and personal hygiene, and using appropriate workplace
behavior.
Be prepared to contribute your own experiences of store situations from your own personal
shopping experiences and / or from any industry excursions in which you participate.
Assessment
You will complete Activity Sheets through throughout the session and also complete
Assessment Activities as part of the session’s review and / or homework. All Activity Sheets
and Assessment Activities will be reviewed by your trainer.
Session 1 Slides
Slide 1 Notes
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Mahan has come home from work and notices What should Mahan do about his trouser hem?
that the hem on his uniform trousers has come
loose and needs mending. He is rostered to work
again tomorrow.
Panna has just found her store name tag at home. What can Panna do so she does not keep losing
She often loses it and never remembers where her store name tag?
she has put it. Today, she may even arrive at
work late because she took so long to find her
name tag.
Sala has fully enclosed shoes that she usually What should Sala do so she has the right shoes to
wears to work. The store where she works insists wear to work tomorrow?
that staff wear fully enclosed shoes to protect
their feet. Sala’s shoes broke yesterday and she
is meant to work again tomorrow.
Sahil has just started to work for a store that What should Sahil do so he understands the
provided him with a uniform to wear. He does uniform requirements?
not understand if the uniform is his to keep or if
he has to return it to the store if he stops working
there.
Decide what hygiene, grooming and clothing standards a new staff member would be
expected to follow
Draw and / or write your requirements in the table below.
Store: _____________________________________________________________________
Draw and / or write what hygiene, grooming and clothing standards a new staff member would
be expected to follow
Decide what hygiene, grooming and clothing standards a new staff member would be
expected to follow
Store: _____________________________________________________________________
Draw and/or write what hygiene, grooming and clothing standards a new staff member would
be expected to follow
Answer the questions about the staff members’ personal hygiene, grooming and presentation.
Natesh had started working for a large fashion store in Hyderabad. He was given a uniform and a
name tag to wear each day. He kept his clothes clean and tidy and always remembered to wear his
name tag. He was very proud of his job and hoped that he could one day become a manager.
Natesh liked to meet his friends straight after their work shifts finished. Sometimes they met near
the store in a small park. Natesh enjoyed telling jokes and stories so he sometimes told his friends
about what was happening in the store. He told them one story about an angry customer, and another
story about how his manager, Mr. Pathak, got annoyed with a team member, Gaya, when she
completed a task incorrectly. He and his friends laughed a lot and had a good time together.
Natesh liked to smoke cigarettes. He was not allowed to do this at work and he always followed the
store rules while he was working. On his way home and when he met his friends, Natesh would
often smoke.
One day at work, Natesh was surprised that his manager asked to speak to him about his behavior.
Customers had complained to the store about his behavior, and they knew his name and where he
worked. Another staff member had also complained that he gossiped about her.
Natesh did not understand what he had done wrong because he was always polite and well behaved
at work.
Questions:
What had Natesh done that could have prompted customers to complain about his behavior?
___________________________________________________________________________
What had Natesh done that prompted the staff member to complain about his behavior?
___________________________________________________________________________
___________________________________________________________________________
How should Natesh behave when he is not working but is recognizable as a store employee?
___________________________________________________________________________
Activity – 1.5 a)
Activity Name – Understand a store grievance procedure
Instructions: Read the store procedure below and then answer the questions on the
following page.
Staff may officially report any poor treatment by a manager or a team member. Follow the procedure
below to report any incident:
1. Obtain a Grievance Form. These are available from the Personnel Department and may also
be found in the staff room.
2. Complete the form with details of the situation about which you are complaining.
Include:
The full name of the person against whom you are complaining, so there is no
confusion about the identify
The full names of any staff who witnessed the incident or situation, so they can be
interviewed if necessary
A simple explanation of what happened in the incident or situation you are reporting
3. Sign the form to show you are submitting an honest and serious complaint.
4. Date the form so the Personnel Department can identify when the form was submitted.
5. Give the completed form to the Personnel Department officers or put it in the Grievance Box
in the staff room.
This store treats all complaints seriously and expects team members to use this process only for
genuine grievance situations.
The Personnel Department will contact you about your grievance and attend to all grievance claims
within five working days.
1. What is the name of the form that needs to be completed to complain about poor treatment
by a manager or team member?
__________________________________________________________________________
2. Why is it necessary to write the full name of the person about whom you are complaining?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
Activity – 1.5 b)
Activity Name – Understand s store procedure
Instructions: Read the store procedure below and then answer the questions on the
following page.
1. Check the ladder to ensure it is in good condition prior to use. This includes checking that
the steps are secure and the locking device is working.
2. Carry and erect the ladder carefully so team members and customers are not injured.
3. Place the ladder close to the required site so you do not have to lean too far from the ladder.
4. Place the ladder on level ground so it does not tip when you are climbing.
5. Climb the ladder carefully wearing full shoes so balance is maintained and you do not slip.
6. Follow the ladder instructions and climb no higher than the second step from the top of the
ladder. The top step is only for supporting the weight of any stock and to assist you to
balance.
7. Place / remove stock loads carefully using safe lifting and manual handling techniques.
8. Remove the ladder and return it to the correct storage location as soon as possible so no one
can trip over it.
10. Remove any damaged ladder from use so other staff members do not use a faulty ladder.
1) ___________________________________________________________________
2) ___________________________________________________________________
2. Why do you need to place the ladder close to the site where you will be working?
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
6. Who should you tell if you notice that a ladder is damaged or faulty?
__________________________________________________________________________
Viraj and Sala were cleaning some stock shelves What legal requirement did Viraj break when he
ready for the new stock to be displayed. Sala was laughed about Sala being a female?
not as fast at cleaning the shelves because she had
not done this task before. Viraj laughed at her and _________________________________________
said she was weak and only a girl.
_________________________________________
Viraj liked Priya and wanted her to go out with him. What legal requirement could Sala break if she sells
They both worked in the same fashion store. Viraj cigarettes for her friend?
asked her several times to go out with him but Priya
always said no. He kept asking her out and _________________________________________
commenting about how beautiful she looked. Priya
was embarrassed as she just wanted to do her work _________________________________________
and she was not interested in Viraj.
After several days, Priya no longer wanted to go to What should Sala do?
work because of Viraj’s comments and behavior.
_________________________________________
_________________________________________
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Session 2 Overview
Session Name: Working with other team members & dealing
with conflict
Session Objective:
To be able to:
Underpinning Knowledge/Theory
Know team members’ roles and responsibilities
Understand store and team targets
How to meet team targets
How to develop individual goals from team targets
How to use a task list
Strategies to use when tasks cannot be completed on time
How to identify own abilities and learning needs
and
Causes of conflict
Levels of conflict
How to discuss conflict
Open and positive body language
How to agree on a solution
Legal requirements to comply with
Store procedures to comply with
Student Instructions
This is the second of two sessions. It includes the theory and skills required to be able to
follow store procedures, rules and legislation requirements while completing tasks properly.
Be prepared to contribute your own experiences of store situations from your own personal
shopping experiences and / or from any industry excursions in which you participate.
Assessment
You will complete Activity Sheets through throughout the session and also complete
Assessment Activities as part of the session’s review and / or homework. All Activity Sheets
and Assessment Activities will be reviewed by your trainer.
Session 2 Slides
Slide 1 Notes
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Vishal has been working in a fashion store for several months. He really enjoys working there but
gets annoyed because he thinks that he is usually given boring jobs to do. Most of the other team
members in the store have worked there for a longer time, but Vishal thinks that he could do their
jobs as well as they do - maybe even better.
This morning, he was told to sweep and mop the shop floor. He had done this job many times, knew
what to do, but could not be bothered doing it properly today. When he swept along the aisles, he
just pushed the dirt under the stock shelves instead of collecting it in the dustpan. He thought that no
one would really care. Vishal worked very slowly when he mopped the floor. He did not erect a
safety sign on the slippery floor because he did not want to have to go and get the sign, and he knew
that the floor would dry quickly.
Later, he was told to check some stock to make sure that the items had the correct price written on
their tickets, and that all price tickets were clean and tidy. He checked some of them but got bored
and did not check the rest of the stock. He told his manager that he did check all of the stock. His
manager looked through the stock and found some items had old price tickets that were incorrect,
and other price tickets were dirty and needed to be replaced.
Vishal found out that another team member, Mahan, was being taught how to print price tickets and
attach security tags to the more expensive fashion stocks. Vishal had not been taught how to do this.
Vishal became angry that he had not been given this opportunity to learn a new task when he had
been employed at the store for longer than Mahan.
Questions:
Vishal already knows how to complete tasks properly. How could he improve the standard of his
work?
_________________________________________________________________________________
_________________________________________________________________________________
Why might this store be teaching a newer staff member to do more complicated tasks, instead of
teaching Vishal?
_________________________________________________________________________________
_________________________________________________________________________________
What problems could occur in the store because Vishal is not following the procedure when he
cleans floors?
_________________________________________________________________________________
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What problems could occur in the store if Vishal is not properly checking the use-by date on food
products?
_________________________________________________________________________________
_________________________________________________________________________________
Situations Questions
Natesh does not have any customers in his What should Natesh do?
stock area at the moment. Sunil looks after the
area next to him, and Sunil has customers who ______________________________________
are waiting for assistance.
______________________________________
Devi has to complete a count of some stock How can Sala help Devi?
before the end of her shift. She has been very
busy with customers all morning and has not ______________________________________
been able to start the stock count. Sala also
works in that section but customers have not ______________________________________
come into the area where she is standing.
Dinesh has to move some cartons of stock into How can Nandi assist Dinesh?
the store and put them on display. He cannot
lift and move the cartons very quickly by ______________________________________
himself because they are so heavy. Nandi also
works in that part of the store and he is not ______________________________________
busy with customers at the moment.
Malika is a cashier and she cannot leave the How can Sunil help Malika?
cashier desk. She is running out of bags in
which to pack customers’ orders. Sunil works ______________________________________
in the store near the cashier desk and he is not
busy with customers at the moment. ______________________________________
Your department’s sales budget is Rs 100 000 How many Rs /- in sales should you achieve per
/- for the day. day: ____________________________________
There are five people who work in this
department. How many Rs /- in sales should you achieve per
Your work shift is 10 hours per day. hour: ___________________________________
Your department’s sales budget is Rs 82 500 /- How many Rs /- in sales should you achieve per
for the day. day: ____________________________________
There are three people who work in this
department. How many Rs /- in sales should you achieve per
Your work shift is 12 hours per day. hour: ___________________________________
_____________________________________ _____________________________________
_____________________________________ _____________________________________
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Assessment Activities
The following pages contain assessment activities which students can complete as part of the
training delivery and / or as revision homework.
1. What is one important personal hygiene requirement for people who work in retail fashion
stores, for each of the following:
b) Hair: ________________________________________________________________________
c) Hands: ______________________________________________________________________
d) Fingernails: __________________________________________________________________
2. What is one important point to remember about grooming standards for each of the
following:
Moustache: _______________________________________________________________________
Face: ____________________________________________________________________________
Cosmetics: ________________________________________________________________________
1. What are two important uniform or preferred dress standards , for each of the following:
Clothes:
1) _______________________________________________________________________________
2) _______________________________________________________________________________
Shoes:
1) _______________________________________________________________________________
2) _______________________________________________________________________________
Name tags:
1) _______________________________________________________________________________
2) _______________________________________________________________________________
2. What can you do to organize clean clothing for each day that you are working?
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
2. What are two ways to behave moderately when you are at work?
1) _______________________________________________________________________________
2) _______________________________________________________________________________
__________________________________________________________________________________
4. What is an example of how you can make a suggestion to your manager, so you sound
polite and respectful?
__________________________________________________________________________________
__________________________________________________________________________________
5. What is an example of how you can be an appropriate store representative when you are
on your way to work or on your way home after your shift has ended?
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
2. What are two examples of procedures that a retail fashion store may have:
1) _______________________________________________________________________________
2) _______________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
4. What are two examples of rules that a retail fashion store may have:
1) _______________________________________________________________________________
2) _______________________________________________________________________________
1. Before unpacking any stock, make sure the hanging rack is empty or there is enough space
among the existing stock to fit the new stock items.
2. Leave the new stock in the delivery cartons so stock is not unpacked where it may fall and
get dirty.
3. Move the stock cartons on the delivery trolley, without overloading the trolley so that stock
does not fall off.
4. Unpack each carton and hang each item immediately onto a clothes hanger, then place the
hanger straight onto the hanging rack. This is to stop clothes falling to the floor and
becoming dirty.
5. Place each clothes hanger so the hangers and stock items all face the same way.
7. Remove cartons and any other waste immediately so they do not cause a tripping hazard.
___________________________________________________________________________
2. Why should you leave the new stock in the delivery cartons until you are ready to
unpack it?
___________________________________________________________________________
3. How are you meant to move the stock to the hanging racks?
___________________________________________________________________________
4. Why are you meant to unpack and then immediately hang each item?
___________________________________________________________________________
5. Where should the clothes hangers and the stock items face?
___________________________________________________________________________
___________________________________________________________________________
7. What do you need to remove and put away after you have hung the stock?
___________________________________________________________________________
What is an example of what retail employees must do, so they comply with the following legal
requirements:
__________________________________________________________________________
__________________________________________________________________________
b) Discrimination:
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
d) Sexual harassment:
__________________________________________________________________________
__________________________________________________________________________
1. What is one way to make sure that you understand how to complete a task, before you
start the task?
____________________________________________________________________________
2. How can you find out what task is the most urgent, when you have been told to complete
several tasks?
____________________________________________________________________________
3. What is an example of when you might be able to complete two tasks by combining them
into the same activity?
____________________________________________________________________________
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Gaya had been working in the store for several weeks, usually working in the women’s clothing
department.
As well as attending to customers, Gaya has some tasks that she has to do every day. These include
tidying the stock, unpacking new orders, sweeping the floor and removing any rubbish from the area.
Gaya went to the store room and got the broom and dustpan so she could sweep the floor. The store
room was on the other side of the shop, so it took several minutes to walk there.
After sweeping, she took the broom back to the store room. Once she got back to the department,
she realized that she forgot to return the dustpan, so she went back to the store room again.
Later on, Gaya unpacked some new stock. She dropped the carton packing materials onto the floor
as she unpacked and hung each stock item. Then she needed a bin to collect the packing materials so
she went back to the store room to get it. One the way, she stopped and talked to Malika who worked
in another department.
Later in the day, Gaya felt that she had worked very hard. Her department was clean and tidy, and
she felt tired from all of her hard work.
She was surprised and annoyed when her manager told her that she needed to stop wasting time.
___________________________________________________________________________
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___________________________________________________________________________
How could she have planned her tasks so they were completed more efficiently?
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
Gaya is still working in the women’s clothing department. There were not many customers in Gaya’s
department this morning, so she completed her cleaning tasks early. She did not like cleaning tasks,
so she was glad to have them finished for the day.
At a recent staff meeting, everyone was told to put up signs about the store’s sales promotion. Gaya
was not sure if she was supposed to do that because her department did not have any stock in this
promotion. Gaya left the signs in the store room and did not put them up.
The staff in the nearby departments were very busy as they had stock in the promotion. Many
customers were coming into the store to buy the bargains, so the staff were busy attending to
customers. They did not have time to tidy the stock or clean the floors, and they were running out of
stock and needed more stock from the store room.
Gaya knew that she was meant to assist other team members if she was not busy, but she decided to
stay in her own department so she did not have to help them. Gaya thought it was their own problem
if the other staff could not get some of their tasks completed. So Gaya just keep rearranging the stock
and making small adjustments to the displays so her manager would see that she was busy.
What should Gaya have done, if she did not know whether she was meant to put up any
sale signs?
___________________________________________________________________________
How could Gaya have helped the staff who were busy in the nearby departments?
___________________________________________________________________________
___________________________________________________________________________
Is Gaya being a cooperative and helpful team mate? Explain your answer.
___________________________________________________________________________
___________________________________________________________________________
1. Calculate your own daily sales goal from the information provided below:
A store has a weekly sales target of Rs 15,00,000/-. The store is open six days per week.
a) What is the sales target for the store, per day: _____________________________________
b) What is the sales target for your department, per day: _______________________________
There are six staff who work in your department who share equal sales targets.
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
4. What are two different strategies that you could try, if you think that you may not get
some tasks completed on time?
_____________________________________________________________________________
_____________________________________________________________________________
1. What skills do you think you will need to develop so you can gain employment in a
retail fashion store?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
3. Who can you ask for assistance or advice about what to learn or how to develop these
abilities?
______________________________________________________________________________
______________________________________________________________________________
4. How can you check your own development to see if your abilities are improving?
______________________________________________________________________________
______________________________________________________________________________
b) Personal: __________________________________________________________________
2. Write down the correct level of conflict against each of the explanations below.
Choose from: Minor, Intermediate, And Major.
3. Two team members are discussing their conflict. One team member is explaining why
she does not approve of the other employee’s work behavior. Rewrite or change the
following comments so they are not accusing or aggressive.
Notes
Glossary of Terms
(Add your own words or terms and explanations)
Term Definition
What did you enjoy most about your training in this module?
Did you find the trainer helpful and willing to involve all participants?
PARTICIPANT HANDBOOK
Excursion 1
Module(s) Overview
This module involves taking the students to relevant retail stores so they can observe retail
business operations, and learn from their observations. It also includes an overview of fashion
retailing as an introduction to the specific product knowledge that will be covered on the
following days of this course.
Module(s) Objectives
The objectives of this module(s) are to:
Session 1:
Attend an Industry Excursion and observe the following retail operational aspects:
Debrief on the observations of, and what was learned from, the Industry Excursion
Understand an overview of fashion retailing
Module Design
Session Session and Activities Method Tools/Equipment/Props Duration
No.
Industry excursion No. 1 Observation & 1. Survey No 1 4 hrs
1 application of theory 2. Access to a range of
to retail operations fashion retailing stores
3. Students are to collect
retail store and
shopping mall
brochures, catalogues
etc for use on the
following day
2 Industry Excursion Group discussion 1. PPT for this session 4 hrs
debrief Theory development and data projector
Introduction to Fashion 2. Retail store and
Retailing shopping mall
brochures, catalogues
etc collected on the
previous day
Session 1 Overview
Session Name: Industry Excursion – No 1
Session Objective
Attend an Industry Excursion and observe the following retail operational aspects:
Duration
4 Hours
Student Instructions
This is the first of two sessions. It includes consolidating the abilities learned so far in the
course, and also an introduction to specific fashion retailing.
Be prepared to contribute your own experiences of store situations from your own personal
shopping experiences and from the industry excursion.
Assessment
You will complete a store survey form during the session. This survey form will be reviewed
by your trainer.
Remember:
You are a guest in these stores and you must be polite at all times
Use your survey time in each store to notice the store operations and
staff behaviours
Complete your survey ticks and comments after you have left each store
Students are to tick Yes or No for each store and area observed, and make a
relevant comment about what they observed for each of the following areas:
Staff presentation and communication skills
Customer service and selling standards
Safety
Students are to also collect any fashion-related store or shopping mall brochures,
catalogues and information to discuss as part of their next day at college.
Stores surveyed:
Store 1: ________________________________________________________________
Store 2: ________________________________________________________________
Store 3: ________________________________________________________________
Staff appearance:
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Session 2 Overview
Session Name: Industry Excursion No 1 debrief and
Introduction to the fashion industry
Session Objective
To:
Debrief on the observations of the previous day’s Industry Excursion covering the
following retail operational areas and staff behaviours:
Staff presentation and communication skills
Customer service and selling standards
Store safety
Duration
4 Hours
Student Instructions
This is the second of two sessions. It includes consolidating the abilities learned so far in the
course, and an introduction to specific fashion retailing.
Be prepared to contribute your own experiences of store situations from your own personal
shopping experiences and from the industry excursion.
Assessment
You will complete Activity Sheets through throughout the session. All Activity Sheets will be
reviewed by your trainer.
Be prepared to discuss your ideas with the group and your trainer.
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Store safety:
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Session 2 Slides
Slide 1 Notes
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Slide 2
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Slide 3
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Slide 6
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Slide 7 Notes
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Slide 8
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Slide 9
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Review the brochures, catalogues etc brought back from the Industry excursion.
Discuss and write down the names of fashion stores which fit each stock category on the
following activity sheet.
Types of fashion Write down the names of fashion retailers that sell each
stock type of stock
Traditional
Western
Blended
Write down the names of fashion retailers that fit into the stock categories and retail formats
listed below.
(For example: Shopper Stop is a Multi-brand department store that sells all of the four stock
categories. Other fashion retailers may only sell one or some stock categories and may be a
different format)
Womens
wear
Mens
wear
Childrens
wear
Shoes /
footwear
Notes: