CUSTOMER SERVICES NC II – TESDA COURSE MODULE

TESDA TRAINING REGULATIONS FOR CUSTOMER SERVICES NC II COURSE

The TESDA Course in CUSTOMER SERVICES NC II consists of competencies that a person must possess to be able to conduct the process of offering products and services to customers and assisting them in making a purchase in various retail store settings, such as department stores, specialty stores, hypermarkets, supermarkets, fast food outlets and other service providers.

A trainee or student who has achieved this TESDA Course in CUSTOMER SERVICES NC II is competent to be:

• Sales Clerk/ Sales Assistant
• Product Specialist
• Promo Merchandiser
• Customer Service Clerk/Assistant
• Service Crew
• Cashier
• Counter-Checker/Bagger
• Jr. Visual Merchandiser

TRAINEE ENTRY REQUIREMENTS

Trainees or students wishing to enroll in these course qualifications should possess the following requirements:

• can communicate in English both in the oral and written form
• should be physically and mentally fit;
• with good moral character;
• with pleasing personality and
• can perform basic mathematical computation.

This list does not include specific institutional requirements such as educational attainment, appropriate work experience, and others that may be required of the trainees by the school or training center delivering this TVET program.

CUSTOMER SERVICES NC II – TRAINING AND REGULATION MODULE

Course Title: CUSTOMER SERVICES
Level: NC II
Nominal Training Duration :

(Basic Competency) 18 Hours
(Common Competency) 18 Hours
(Elective Competency) 80 Hours
(Core Competency) 120 Hours

Total Duration: 236 Hours

This course is designed to enhance the knowledge, skills and attitude of Customer Services workers in accordance with industry standards. It covers the basic, common, core and elective competencies on preparing products for display, interacting with customers, selling products and services, operating retail equipment, balancing register/terminal, performing stock control procedures, merchandizing food products, and performing merchandise presentation skills.

COMPETENCIES REQUIRED IN CUSTOMER SERVICES NC II

This units of competency comprising this qualification include Basic, Common, and Core Competencies.

To obtain this TESDA course in CUSTOMER SERVICES NC II, all units prescribed for this qualification must be achieved.

These units of competency comprising this qualification include the following:

UNIT CODE	CORE COMPETENCIES (120 Hours)
WRT522301	Prepare products for display
WRT522302	Sell products and services
WRT522303	Interact with customers
WRT522304	Operate retail equipment
WRT522305	Balance register/terminal
WRT522306	Perform stock control procedures
UNIT CODE	ELECTIVE COMPETENCIES (80 Hours)
WRT522307	Merchandise Food Products
WRT522308	Perform Merchandise Presentation Skills
UNIT CODE	COMMON COMPETENCIES (18 Hours)
WRT311201	Develop and update industry knowledge
WRT311202	Perform computer operations
WRT311203	Perform workplace security and safety practices
UNIT CODE	BASIC COMPETENCIES (18 Hours)
500311105	Participate in workplace communication
500311106	Work in a team environment
500311107	Practice career professionalism
500311108	Practice occupational health and safety procedures

This section gives the details and contents of the units of competency required in CUSTOMER SERVICES NC II. These units of competency are categorized into basic, common and core competencies.

CORE COMPETENCIES

This section gives the details of the contents of the core units of competency required in CUSTOMER SERVICES NC II.

UNIT OF COMPETENCY : PREPARE PRODUCTS FOR DISPLAY
UNIT CODE : WRT522301

This unit involves the arrangement and presentation of merchandise within the store. It includes the setting up and maintenance of displays and labeling or pricing stock.

1. Prepare Display Labels/Tickets
   • Electronic ticketing equipment and pricing requirement are used and maintained according to design and specifications.
   • Tickets prepared using electronic equipment or neatly by hand according to store procedures.
   • Soiled, damaged, illegible or incorrect labels/tickets identified and corrective action taken.
   • Labels/tickets for window, wall or floor displays prepared according to store policy.
   • Ticketing equipment maintained and stored in a secure location.
2. Place, arrange and display price tickets and labels.
   • Tickets/labels are visible and correctly placed on merchandise.
   • Labels/tickets replaced according to store policy.
   • Correct pricing and information maintained on merchandise according to store procedures, industry codes of practice and legislative requirements.
3. Place and Arrange Merchandise
   • Merchandise unpacked in accordance with store policy.
   • Merchandise placed on floor, fixtures and shelves in determined locations.
   • Merchandise displayed to achieve a balanced fully stocked appearance and promote sales.
   • Damaged, soiled or out of date stock identified and corrective action taken as required according to store procedure.
   • Stock rotated according to stock requirements and store procedure.
   • Stock range placed to conform with fixtures, ticketing, prices or bar codes
   • Stock presentation conforms to special handling techniques and other safety requirements.
4. Maintain Displays
   • Special promotion areas reset and maintained in accordance with workplace policies and procedures.
   • Supervisor assisted in selection of merchandise for display.
   • Merchandise arranged/faced up as directed and/or according to layout specifications and load bearing capacity of fixtures.
   • Unsuitable or out of date displays identified, reset and/or removed as directed.
   • Optimum stock levels identified and stock replenished according to store policy.
   • Display areas maintained in a clean and tidy manner.
   • Excess packaging removed from display areas.
5. Protect Merchandise
   • Correct handling, storage and display techniques identified and used according to stock characteristics and legislative requirements.

UNIT OF COMPETENCY: SELL PRODUCTS AND SERVICES
UNIT CODE : WRT522302

This unit involves the skills, knowledge and attitudes required to sell products and services in a retail environment. It involves the use of sales techniques and encompasses the key selling skills from approaching the customer to closing the sale. It requires a basic level of product knowledge.

1. Apply product knowledge
   • Product knowledge developed by accessing relevant sources in information.
   • Knowledge of the use and application of relevant products and services demonstrated according to store policy and legislative requirements.
2. Approach customer
   • Timing of customer approach determined and applied in accordance with store policies and procedures.
   • Effective sales approach identified and applied in accordance with store policies and procedures.
   • Positive impression conveyed to arouse customer interest and in accordance with store policies and procedures.
   • Knowledge of customer buying behavior demonstrated and in accordance with store policies and procedures.
3. Gather information
   • Questioning techniques applied to determine customer buying movies.
   • Listening skills used to determine customer requirements.
   • Non-verbal communication cues interpreted and clarified.
   • Customers identified by name where possible.
4. Sell benefits
   • Customer needs matched to appropriate products and services.
   • Knowledge of products’ features and benefits communicated clearly to customers.
   • Product use and safety requirements described to customers.
   • Customers referred to appropriate product specialist as required.
   • Routine customer questions about merchandise are answered accurately and honestly or referred to more experienced senior sales staff.
5. Overcome objections
   • Customer objections identified and accepted in accordance with store policies and procedures.
   • Objections categorized into price, time and merchandise characteristics in accordance with store policies and procedures.
   • Solutions offered according to store policy.
   • Problem solving applied to overcome customer objections.
6. Close sale
   • Customer buying signals monitored, identified and responded to appropriately.
   • Customer encouraged to make purchase decisions.
   • Appropriate method of closing sale selected and applied.
7. Maximize sales opportunities
   • Customer buying signals monitored, identified and responded to appropriately.
   • Customer encouraged to make purchase decisions.
   • Appropriate method of closing sale selected and applied.

UNIT OF COMPETENCY: INTERACT WITH CUSTOMERS
UNIT CODE : WRT522303

This unit encompasses the skills, knowledge and attitudes required to deliver service to customers. It entails being able to communicate effectively with customers, respond to their complaints, receive and process sales orders and identify customers’ special requirements.

1. Deliver services to customers
   • Communication with customers conducted in a professional, courteous manner, according to store policy
   • Customer needs and reasonable requests met or referred to supervisor according to store policy or legislative requirements
   • Customer details and information recorded where necessary
   • Possible problems identified, anticipated and action taken to minimize the effect on customer satisfaction
   • Opportunities to deliver additional levels of service beyond the customer’s immediate request recognized and acted upon
   • Contact with customer maintained until sale is completed according to store policy
   • Customer fare welled appropriately and courteously according to store policy
   • Verbal and non-verbal communication used to develop rapport with customers during service delivery
   • Repeat customers encouraged by promotion of appropriate services or products according to store policy
   • Customer returns or refunds processed according to store policies and procedures
2. Respond to customer complaints
   • Positive helpful attitude conveyed to customers when handling complaints
   • Complaints handled sensitively, courteously and with discretion
   • Nature of complaint established by active listening and questioning and confirmed with the customer
   • Action taken to resolve complaint to customer’s satisfaction wherever possible
   • Unresolved customer dissatisfaction or complaints promptly referred to supervisor
   • Opportunities taken to turn incidents of customer dissatisfaction into a demonstration of high quality service to customers in line with store policy
   • Documentation regarding customer dissatisfaction or complaints completed accurately and legibly
   • Follow up action taken as necessary to ensure customer satisfaction
3. Receive and process sales orders
   • Customers’ details and information recorded accurately
   • Customers’ promptly referred to appropriate area as required
   • Customers provided with information in clear, concise manner
   • Sales orders processed, recorded and acted upon according to store policy
4. Identify customers special requirements
   • Customers with special needs or requirements is identified promptly by observation and questioning
   • A willingness to assist conveyed verbally and nonverbally
   • Customers’ needs promptly serviced, referred or redirected as required

UNIT OF COMPETENCY : OPERATE RETAIL EQUIPMENT
UNIT CODE : WRT522304

This unit involves the skills, knowledge and attitudes to operate a variety of retail equipment. It involves identifying the correct equipment required for a given task, maintaining retail equipment, applying keyboard skills and operating data entry equipment. Clerical Administration

1. Apply keyboard skills
   • Keyboard operated using typing techniques within designated speed and accuracy requirements
   • Information entered and edited accurately
2. Operate data entry requirement
   • Data entered using relevant equipment according to store policy and procedures
   • Price marking equipment operated according to manufacturer’s instructions and store policy
   • Data entered accurately and within designated time limits
3. Perform point of sale transactions
   • Point of sale transactions completed according to store policy
   • Store procedures identified and applied in respect of cash and non-cash transactions
   • Store procedures identified and applied in regard to exchanges and return
   • Goods moved through point of sale area efficiently and with attention to fragility and packaging
   • Information entered into point of sale equipment accurately
   • Follow up action taken as necessary
   • Correct change tendered
4. Complete sales
   • Customer order forms, invoices, receipts completed
   • Customer delivery requirements identified and processed accurately without undue delay
   • Sales transactions processed without undue delay or customers directed to point of sale terminals according to store policy
5. Wrap and pack goods
   • Adequate supplies of wrapping material or bags maintained/requested
   • Appropriate packaging material selected
   • Merchandise wrapped neatly and effectively where required
   • Items packed safely to avoid damage in transit, and labels attached where required
   • Transfer of merchandise for parcel pick-up or other delivery methods arranged if required
6. Maintain retail equipment
   • Purpose of equipment used in store/department identified accurately
   • Equipment operated according to design specifications
   • Equipment faults identified and reported to appropriate personnel
   • Maintenance program for retail equipment identified and applied according to store policy

UNIT OF COMPETENCY: BALANCE REGISTER/TERMINAL
UNIT CODE : WRT522305

This unit encompasses the skills, knowledge and attitudes required to balance the register/terminal in a retail environment. It involves clearing the register, counting money, calculating non-cash transactions and reconciling takings.

1. Remove sales from register/terminal
   • Register/terminal balance performed at designated times according to store policy and procedures
   • Register/terminal reading or print out accurately determined
   • Change fund separated from sales prior to balancing procedure and secured according to store policy
   • Change fund supplied to register/terminal according to store policy
   • Cash and non-cash documents removed and transported according to store security policies and procedures
2. Reconcile sales
   • Cash counted accurately
   • Non-cash documents calculated accurately
   • Balance between register/terminal reading and sum of cash and non-cash transactions determined accurately
   • Records for store and individual department takings recorded accurately and according to store policy

UNIT OF COMPETENCY: PERFORM STOCK CONTROL PROCEDURES
UNIT CODE : WRT522306

This unit encompasses the skills, knowledge and attitudes required to handle stock in a retail environment. It involves receiving and processing incoming goods, rotating stock, participating in stock takes, reordering stock and dispatching goods.

1. Receive and process incoming goods
   • Cleanliness and orderliness in receiving bay maintained according to store policy
   • Goods unpacked using correct techniques and equipment in line with store policy
   • Packing materials removed and disposed of promptly according to store policy
   • Incoming stock accurately checked and validated against purchase orders and delivery documentation according to store policy
   • Items received inspected for damage, quality, expiration dates, breakage or discrepancies and recorded according to store policy
   • Stock levels accurately recorded on store stock systems, according to store policy
   • Secure storage of goods arranged according to store policy and legislative requirements
   • Stock dispatched to appropriate area/department
   • Stock price and code labels applied when required according to store policy
2. Rotate stock
   • Stock rotation procedures for merchandise and wrapping and packing materials carried out routinely and accurately according to store policy
   • Excess stock placed in storage or disposed of in accordance with store policy and legislative requirements
   • Safe lifting and carrying techniques maintained in line with store occupational health and safety policy and legislative requirements
3. Participate in stock take
   • Stocktaking and cyclical counts assisted with, according to store policy/procedures
   • Stock records documentation completed according to store stock control system
   • Discrepancies in stock recorded and reported to relevant personnel
   • Electronic recording equipment operated and maintained according to manufacturer’s specifications
4. Record stock
   • Minimum stock levels identified according to store policy
   • Stock requisition forms or electronic orders completed accurately
   • Undelivered stock orders identified on stock system and followed up without undue delay
5. Dispatch goods
   • Goods to be returned to supplier identified and labeled with date, supplier and reason for return or referred to management if required
   • Credit request documentation completed according to store procedure
   • Goods stored securely while awaiting dispatch
   • Delivery documentation completed according to store procedures
   • Special delivery instructions noted
   • Items packed safely and securely to avoid damage in transit

ELECTIVE COMPETENCIES

UNIT OF COMPETENCY: MERCHANDISE FOOD PRODUCTS
UNIT CODE : WRT522307

This unit involves the preparation, arrangement and presentation of food products, including convenience foods within the store. It includes the setting up and maintenance of displays and labeling or pricing of stock. It also includes the handling, protection and storage of food products for display or sale.

1. Prepare food stock
   • Preparation and handling requirements for specific food products are identified and applied according to legislative requirements and store policy procedures.
   • Food preparation tools and equipment used according to approved occupational health and safety procedures.
   • Food preparation tools and equipment cleaned, maintained and stored according to store procedures and legislative requirements.
   • Food products wrapped or packaged as required according to store procedures and legislative requirements.
2. Place and arrange food stock
   • Food stock unpacked in accordance with legislative requirements and store procedures
   • Food products checked for freshness and placed on display units in specified locations
   • Food stock rotated according to shelf life, expiry dates, store procedures and legislative requirements.
   • Damaged, deteriorated, spoiled or out of date stock identified and corrective action taken according to store procedures and legislative requirements.
   • Food products displayed and stored to avoid cross contamination as indicated in store procedures and legislative requirements.
3. Prepare and display labels and tickets
   • Labels/tickets for window, wall or floor displays, display units or products prepared according to store policy.
   • Stock is date coded as required.
   • Soiled, damaged, illegible or incorrect labels/tickets identified and corrective action taken.
   • Late mark-downs/reductions identified and ticketed according to store policy.
   • Ticketing equipment maintained and stored in a secure location.
   • Tickets/labels are visible, correctly priced and placed on merchandise to conform with labeling and pricing requirements.
4. Maintain food displays
   • Special promotion areas reset and dismantled as required.
   • Food products are arranged/faced up as directed and/or according to layout specifications, load bearing and load limit capacity of fixtures, display or storage units.
   • Unsuitable or out of date displays and deteriorating products identified, reset and/or removed as directed.
   • Optimum stock levels identified and stock replenished according to store procedures.
   • Display areas maintained in a clean and tidy manner with excess packaging removed.
5. Protect food stock
   • Correct handling, storage and display techniques identified and used according to packaging materials and covering/wrapping of food products, stock characteristics and legislative requirements.
   • Food handling implements used and changed according to legislative requirements and store procedures.
   • Fragile or expensive stock identified and handled with extra care to prevent damage or deterioration.
   • Correct temperatures for product range(s) identified and maintained according to legislative requirements and store procedures.
   • Storage/display units checked, maintained and cleaned according to store procedures.
   • Temperature irregularities reported to appropriate personnel without delay.

UNIT OF COMPETENCY: PERFORM MERCHANDISE PRESENTATION SKILLS
UNIT CODE : WRT522308

This unit describes the performance outcomes, skills and knowledge required to conceptualize and implement a display for a retail business.

1. Establish the theme or concepts/develop display ideas
   • Identify purpose and audience for the display.
   • Identify products that will be displayed.
   • Generate ideas for the display using creative thinking techniques.
   • Test ideas against display requirements and organization’s requirements.
   • Discuss display options with relevant personnel.
   • Modify display ideas and refine according to feedback and confirm with relevant personnel.
2. Identify the requirements of the display
   • Research relevant information where required.
   • Identify resources required to create the display.
   • Identify and consider constraints or factors that may affect the creation of the display.
3. Plan and execute displays
   • Develop perspective and detailed visual merchandising plan for the concept.
   • Source resources, materials and products to meet plan requirements.
   • Create display following the visual merchandising plan.
   • Seek assistance from relevant personnel where required.
   • Execute display and make refinements as required.
4. Maintain display
   • Maintain display in a clean and tidy condition and products replaced as necessary according to visual merchandising plan
   • Make changes or alterations to the display as appropriate.

COMMON COMPETENCIES

UNIT OF COMPETENCY : IMPLEMENT AND MONITOR INFECTION CONTROL POLICIES AND PROCEDURES
UNIT CODE : HCS323201

This unit is concerned with infection control responsibilities of employees with supervisory accountability to implement and monitor infection control policy and procedures in a specific work unit or team within an organization. This unit does not apply to a role with organization-wide responsibilities for infection control policy and procedure development, implementation or monitoring.

1. Provide information to the work group about the organization’s infection control policies and procedures.
   • Relevant information about the organization’s infection control policy and procedures, and applicable industry codes of practice are accurately and clearly explained to the work group
   • Information about identified hazards and the outcomes of infection risk assessments is regularly provided to the work group
   • Opportunity is provided for the work group to seek further information on workplace infection control issues and practices
2. Integrate the organization’s infection control policy and procedure into work practices
   • Infection control policy and procedures are implemented by supervisor and members of the work group.
   • Liaison is maintained with person responsible for organization-wide infection control.
   • The Supervisor’s coaching support ensures that individuals/teams are able to implement infection control practices
   • Work procedures are adopted to reflect appropriate infection control practice
   • Issues raised through consultation are dealt with and resolved promptly or referred to the appropriate personnel for resolution
   • Workplace procedures for dealing with infection control risks and hazardous events are implemented whenever necessary
   • Employees are encouraged to report infection risks and to improve infection control procedures
3. Monitor infection control performance and implement improvements in practices
   • Infection control hazardous events are investigated promptly to identify their cause in accordance with organization policy and procedures
   • Work procedures to control infection risks are monitored to ensure compliance
   • Work procedures are regularly reviewed and adjusted to ensure improvements in infection control practice
   • Supervisor provides feedback to team and individuals on compliance issues, changes in work procedures and infection control outcomes
   • Training in work procedures is provided as required to ensure maintenance of infection control standards
   • Inadequacies in work procedures and infection control measures are identified, corrected or reported to designated personnel
   • Records of infection control risks and incidents are accurately maintained as required
   • Aggregate infection control information reports are used to identify hazards, to monitor and improve risk control Method and to indicate training needs

UNIT OF COMPETENCY : RESPOND EFFECTIVELY TO DIFFICULT/ CHALLENGING BEHAVIOR
UNIT CODE : HCS323202

This unit of competency covers the knowledge, skills and attitudes to effectively respond to difficult or challenging behavior of patient.

1. Plan responses
   • Responses are planned to instances of difficult or challenging behavior to maximize the availability of other appropriate staff and resources
   • Specific manifestations of difficult or challenging behavior are identified and strategies appropriate to these behaviors are planned as required.
   • Safety of self and others is given priority in responding to difficult or challenging behavior according to institutional policies and procedures.
2. Apply response
   • Difficult or challenging behavior is dealt with promptly, firmly and diplomatically in accordance with institutional policy and procedures.
   • Communication is used effectively to achieve the desired outcomes in responding to difficult or challenging behavior
   • Appropriate strategies are selected to suit particular instances of difficult or challenging behavior
3. Report and review incidents
   • Incidents are reported according to institutional policies and procedures
   • Incidents are reviewed with appropriate staff and suggestions appropriate to area of responsibility are made.
   • Debriefing mechanisms and other activities are used and participated in
   • Advice and assistance is sought from legitimate sources when appropriate.

UNIT OF COMPETENCY : APPLY BASIC FIRST AID
UNIT CODE : HCS323203

This unit covers the knowledge, skills and attitudes required to provide an initial response where First Aid is required. In this unit it is assumed that the First Aider is working under supervision and / or according to established workplace First Aid procedures and policies

1. Assess the situation
   • Physical hazards to self and casualty’s health and safety are identified
   • Immediate risks to self and casualty’s occupational health and safety (OSH )are minimized by controlling the hazard in accordance with OSH requirements
   • Casualty’s vital signs and physical condition are assessed in accordance with workplace procedures
2. Apply basic first aid techniques
   • First Aid management is provided in accordance with established First Aid procedures
   • Casualty is reassured in a caring and calm manner and made comfortable using available resources
   • First Aid assistance is sought from others in a timely manner and as appropriate
   • Casualty’s condition is monitored and responded to in accordance with effective First Aid principles and workplace procedures
   • Details of casualty’s physical condition, changes in conditions, management and response are accurately recorded in line with organizational procedures
   • Casualty management is finalized according to his/her needs and First Aid principles
3. Communicate details of the incident
   • Appropriate medical assistance is requested using relevant communication media and equipment
   • Details of casualty’s condition and management activities are accurately conveyed to emergency services/relieving personnel
   • Reports to supervisors are prepared in a timely manner, presenting all relevant facts according to established company procedures

UNIT OF COMPETENCY : MAINTAIN HIGH STANDARDS OF PATIENT SERVICES
UNIT CODE : HCS323204

This unit covers the knowledge, skills and attitudes required in the maintenance of high standards of patient services.

1. Communicate appropriately with patients
   • Effective communication strategies and techniques are identified and used to achieve best patient service outcomes
   • Complaints are responded to in accordance with organizational policy to ensure best service to patients
   • Complaints are dealt with in accordance with established procedures
   • Interpreter services are accessed as required
   • Action is taken to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to the appropriate personnel
   • Participation in work team is constructive and collaborative and demonstrates an understanding of own role
2. Establish and maintain good interpersonal relationship with patients
   • Rapport is established to ensure the service is appropriate to and in the best interests of patients
   • Effective listening skills are used to ensure a high level of effective communication and quality of service
   • Patient concerns and needs are correctly identified and responded to responsibly and accordingly established procedures and guidelines
   • Effectiveness of interpersonal interaction is consistently monitored and evaluated to ensure best patient service outcomes
3. Act in a respectful manner at all times
   • Respect for differences is positively, actively and consistently demonstrated in all work
   • Confidentiality and privacy of patients is maintained
   • Courtesy is demonstrated in all interactions with patients, their visitors, careers and family
   • Assistance with the care of patients with challenging behaviors is provided in accordance with established procedures
   • Techniques are used to manage and minimize aggression
4. Evaluate own work to maintain a high standard of patient service
   • Advice and assistance is received or sought from appropriate sources on own performance
   • Own work is adjusted, incorporating recommendations that address performance issues, to maintain the agreed standard of patient support

BASIC COMPETENCIES

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION
UNIT CODE : 500311105

This unit covers the knowledge, skills and attitudes required to gather, interpret and convey information in response to workplace requirements.

1. Obtain and convey workplace information
   • Specific and relevant information is accessed from appropriate sources
   • Effective questioning, active listening and speaking skills are used together and convey information
   • Appropriate medium is used to transfer information and ideas
   • Appropriate non- verbal communication is used
   • Appropriate lines of communication with supervisors and colleagues are identified and followed
   • Defined workplace procedures for the location and storage of information are used
   • Personal interaction is carried out clearly and concisely
2. Participate in workplace meetings and discussions
   • Team meetings are at ended on time
   • Own opinions are clear expressed and those of others are listened to without interruption
   • Meeting inputs are consistent with the meeting purpose and established protocols
   • Workplace interactions are conducted in a courteous manner
   • Questions about simple routine workplace procedures and matters concerning working conditions of employment are asked and responded to.
   • Meetings outcomes are interpreted and implemented
3. Complete relevant work related documents
   • Range of forms relating to conditions of employment are completed accurately and legibly
   • Workplace data is recorded on standard workplace forms and documents
   • Basic mathematical processes are used for routine calculations
   • Errors in recording information on forms/documents are identified and properly acted upon
   • Reporting requirements to supervisor are completed according to organizational guidelines

UNIT OF COMPETENCY : WORK IN TEAM ENVIRONMENT
UNIT CODE : 500311106

This unit covers the skills, knowledge and attitudes to identify role and responsibility as a member of a team.

1. Describe team role and scope
   • The role and objective of the team is identified from available sources of information
   • Team parameters, reporting relationships and responsibilities are identified from team discussions and appropriate external sources.
2. Identify own role and responsibility within team
   • Individual role and responsibilities within the team environment are identified.
   • Roles and responsibility of other team members are identified and recognized.
   • Reporting relationships within team and external to team are identified.
3. Work as a team member
   • Effective and appropriate forms of communications used and interactions undertaken with team members who contribute to known team activities and objectives.
   • Effective and appropriate contributions made to complement team activities and objectives, based on individual skills and competencies and workplace context.
   • Observed protocols in reporting using standard operating procedures.
   • Contribute to the development of team work plans based on an understanding of team’s role and objectives and individual competencies of the members.

UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM
UNIT CODE : 500311107

This unit covers the knowledge, skills and attitudes in promoting career growth and advancement.

1. Integrate personal objectives with organizational goals
   • Personal growth and work plans are pursued towards improving the qualifications set for the profession
   • Intra- and interpersonal relationships is are maintained in the course of managing oneself based on performance evaluation
   • Commitment to the organization and its goal is demonstrated in the performance of duties
2. Set and meet work priorities
   • Competing demands are prioritized to achieve personal, team and organizational goals and objectives.
   • Resources are utilized efficiently and effectively to manage work priorities and commitments
   • Practices along economic use and maintenance of equipment and facilities are followed as per established procedures
3. Maintain professional growth and development
   • Trainings and career opportunities are identified and availed of based on job requirements
   • Recognitions are sought/received and demonstrated as proof of career advancement
   • Licenses and/or certifications relevant to job and career are obtained and renewed

UNIT OF COMPETENCY : PRACTICE  OCCUPATIONAL HEALTH AND SAFETY PROCEDURES
UNIT CODE : 500311108

This unit covers the outcomes required to comply with regulatory and organizational requirements for occupational health and safety.

1. Identify hazards and risks
   • Safety regulations and workplace safety and hazard control practices and procedures are clarified and explained based on organization procedures
   • Hazards/risks in the workplace and their corresponding indicators are identified to minimize or eliminate risk to co-workers, workplace and environment in accordance with organization procedures
   • Contingency measures during workplace accidents, fire and other emergencies are recognized and established in accordance with organization procedures
2. Evaluate hazards and risks
   • Terms of maximum tolerable limits which when exceeded will result in harm or damage are identified based on threshold limit values (TLV)
   • Effects of the hazards are determined
   • OHS issues and/or concerns and identified safety hazards are reported to designated personnel in accordance with workplace requirements and relevant workplace OHS legislation
3. Control hazards and risks
   • Occupational Health and Safety (OHS) procedures for controlling hazards/risks in workplace are consistently
     followed
   • Procedures for dealing with workplace accidents, fire and emergencies are followed in accordance with organization OHS policies
   • Personal protective equipment (PPE) is correctly used in accordance with organization OHS procedures and practices
   • Appropriate assistance is provided in the event of a workplace emergency in accordance with established organization protocol
4. Maintain OHS awareness
   • Emergency-related drills and trainings are participated in as per established organization guidelines and procedures
   • OHS personal records are completed and updated in accordance with workplace requirements

DEFINITION OF TERMS

• Certification Refers to the process of giving recognition to the attainment of knowledge, skills and attitudes
• Competency Is the specification of knowledge, skills and attitudes required to perform work activity in a range of context or environment
• Customer Someone who purchases products or services from another. Simple enough. But when you’re responsible for systems that analyze and report customer data, this definition falls short. And it is not an adequate definition when you’re the end-user making business decisions based on reports generated by those systems.
• Customer Service Customer service, like a brand, is what the customer perceives and remembers of the service they received. What a customer perceives is the service they receive is not necessarily the service they actually receive.
• Cost of Goods Available for Sale and Cost of Goods Sold To calculate the cost of goods available for sale, we added the purchases made during the year to the preceding year’s end-of- year inventories. To calculate the cost of goods sold, we deducted the end of the current year’s value of inventories from the cost of goods available for sale.
• Element Refers to the building blocks of a unit of competency. It describes in outcome terms the functions that a person who works in particular area of work is able to perform
• Evidence Guide It is a guide for assessment that provides information on critical aspects of competency, underpinning knowledge, underpinning skills, resource implications, context of assessment and assessment method.
• Gross Margin The measure of gross margin represents total sales less cost of goods sold.
• Market A public gathering held for buying and selling merchandise.
• Marketing Marketing is the social process by which individuals and groups obtain what they need and want through creating and exchanging products and value with others
• Philippine TVET Qualification Framework Refers to a comprehensive, nationally consistent framework for qualifications in the TVET sector. It also provides the parameter for the integration of learning and assessment in the middle skills development.
• Point of Sale This is a wide-ranging definition that can include all display and merchandising methods used to enable transactions. Point of Sale products refers to both the hardware and software that essentially helps run a business. The POS can refer to: cash register systems, cash registers, point of sale terminals, POS receipt printers, POS pole displays, OEM printers, and all other point of sale equipment.
• Purchases Purchases represent the total cost of merchandise that was purchased for resale during the year, whether or not payment for the merchandise was made during the year.
• Qualification Refers to the national certificate issued by the TESDA or its accredited industry organizations in recognition that a person has achieved competencies relevant to a trade or industry.
• Range of Variable It describes the circumstances or context in which the work is to be performed.
• Retailing Consists of the sale of goods or merchandise from a fixed location, such as a department store or kiosk, or by post, in small or individual lots for direct consumption by the purchaser.
• Sales Are the activities involved in selling products or services in return for money or other compensation. It is an act of completion of a commercial activity.
• Tag A strip of leather, paper, metal, or plastic attached to something or hung from a wearer’s neck to identify, classify, or label
• Transaction A typical transaction is a catalog merchandise order phoned in by a customer and entered into a computer by a customer representative. The order transaction involves checking an inventory database, confirming that the item is available, placing the order, and confirming that the order has been placed and the expected time of shipment.
• Unit of Competency Refers to a discrete aspect of work, which would normally be performed by only one person.