Table of Content s7

Curriculum Document Curriculum Curriculum Title Code 523101001 Occupational Certificate: Checkout Operator

Development Name Email Phone Logo Quality Partner W&R SETA [email protected] 0126229500

______Learner QDF Signature Date

______QDF Signature Date

______DQP Representative Signature Date

523101001- Occupational Certificate: Checkout Operator Page 1 of 41 Table of content

SECTION 1: CURRICULUM SUMMARY...... 4 1. Occupational Information...... 4 1.1 Associated Occupation...... 4 1.2 Occupation or Specialisation Addressed by this Curriculum...... 4 1.3 Alternative Titles used by Industry...... 4 2. Curriculum Information...... 4 2.1 Relation of this Curriculum to the Occupation and Qualification Progression...... 4 2.2 Curriculum Structure...... 4 2.2.1 Details of Knowledge Modules...... 5 2.2.2 Details of Practical Skill Modules...... 5 2.2.3 Details of Work Experience Modules...... 5 2.3 International Comparability...... 5 2.4 Entry Requirements...... 7 3. Assessment Quality Partner Information...... 7 4. Part Qualifications...... 7 None...... 7 SECTION 2: OCCUPATIONAL PROFILE...... 8 1. Occupational Purpose...... 8 2. Occupational Tasks...... 8 3. Occupational Task Details...... 8 3.1 Communicate with customers...... 8 3.2 Record sales and process payment...... 8 3.3 Cash up and control change...... 8 SECTION 3: CURRICULUM COMPONENT SPECIFICATIONS...... 10 SECTION 3A: KNOWLEDGE MODULE SPECIFICATIONS...... 10 List of Knowledge Modules for which Specifications are included...... 10 1. 523101001-KM-01 Principles of Customer Service L2 Cr3...... 11 1.1 Purpose of the Knowledge Modules...... 11 1.2 Guidelines for Topics...... 11 1.3 Provider Accreditation Requirements for the Knowledge Module...... 13 1.4 Critical Topics to be Assessed Externally for the Knowledge Module...... 13 1.5 Exemptions...... 13 2. 523101001-KM-02, Principles of recording transactions and processing of payments L2, Cr3...... 14 2.1 Purpose of the Knowledge Modules...... 14 2.2 Guidelines for Topics...... 14 2.3 Provider Accreditation Requirements for the Knowledge Module...... 16 2.4 Critical Topics to be Assessed Externally for the Knowledge Module...... 17

523101001- Occupational Certificate: Checkout Operator Page 2 of 41 2.5 Exemptions...... 17 3. 523101001-KM-03, Concepts and generally accepted methods for cashing up, L2, Cr2...... 18 3.1 Purpose of the Knowledge Modules...... 18 3.2 Guidelines for Topics...... 18 3.3 Provider Accreditation Requirements for the Knowledge Module...... 20 3.4 Critical Topics to be Assessed Externally for the Knowledge Module...... 20 3.5 Exemptions...... 21 SECTION 3B: PRACTICAL SKILL MODULE SPECIFICATIONS...... 22 List of Practical Skill Module Specifications...... 22 1. 523101001-PM-01, Communicate with customers L2 Cr2...... 23 1.1 Purpose of the Practical Skill Modules...... 23 1.2 Guidelines for Practical Skills...... 23 1.3 Provider Accreditation Requirements for the Practical Skill Module...... 24 1.4 Critical Topics to be Assessed Externally for the Knowledge Module...... 24 1.5 Exemptions...... 25 2. 523101001-PS-02, Operate PoS, L2, Cr3...... 26 2.1 Purpose of the Practical Skill Modules...... 26 2.2 Guidelines for Practical Skills...... 26 2.3 Provider Accreditation Requirements for the Practical Skill Module...... 28 2.4 Critical Topics to be Assessed Externally for the Knowledge Module...... 29 2.5 Exemptions...... 29 3. 523101001-PM-03, Cash up PoS and control change, L2, Cr2...... 30 3.1 Purpose of the Practical Skill Modules...... 30 3.2 Guidelines for Practical Skills...... 30 3.3 Provider Accreditation Requirements for the Practical Skill Module...... 31 3.4 Critical Topics to be Assessed Externally for the Knowledge Module...... 32 3.5 Exemptions...... 32 SECTION 3C: WORK EXPERIENCE MODULE SPECIFICATIONS...... 33 List of Work Experience Module Specifications...... 33 1.1 Purpose of the Work Experience Modules...... 34 1.2 Guidelines for Work Experiences...... 34 2.2 Guidelines for Work Experiences...... 36 3.2 Guidelines for Work Experiences...... 39 3.3 Contextualised Workplace Knowledge...... 40 3.4 Criteria for Workplace Approval...... 40 3.5 Additional Assignments to be Assessed Externally...... 41

523101001- Occupational Certificate: Checkout Operator Page 3 of 41 SECTION 1: CURRICULUM SUMMARY

1. Occupational Information 1.1 Associated Occupation 523101: Checkout Operator

1.2 Occupation or Specialisation Addressed by this Curriculum 523101001: Occupational Certificate: Checkout Operator

1.3 Alternative Titles used by Industry  Teller  Point of Sale Operator  Cash register operator  Till Operator  Grocery checkout operator  Service station console operator  Cashier

2. Curriculum Information

2.1 Relation of this Curriculum to the Occupation and Qualification Progression This qualification articulates horizontally and vertically with similar or related qualifications for career progression. In terms of career development, a Checkout Operator could select from a number of occupational qualifications for career options which could be available in occupations such as:  Checkout Operator Trainer  Checkout Supervisor  Office Cashier  Shop Supervisor

2.2 Curriculum Structure This qualification is made up of the following compulsory Knowledge and Practical Skill Modules: Knowledge Modules:  523101001-KM-01, Principles of customer service, L2, Cr3  523101001-KM-02, Principles of recording transactions and processing payments, L2, Cr3  523101001-KM-03, Concepts and principles for cashing up, L2, Cr2 Total number of credits for Knowledge Modules: 8

523101001- Occupational Certificate: Checkout Operator Page 4 of 41 Practical Skill Modules:  523101001-PM-01, Communicate with customers, L2, Cr2  523101001-PM-02, Operate PoS (Point of sale), L2, Cr3  523101001-PM-03, Cash up PoS and control change, L2, Cr2 Total number of credits for Practical Skill Modules: 7

This qualification also requires the following Work Experience Modules:  523101001-WM-01, Processes and procedures of interacting with customers, L2, Cr6  523101001-WM-02, Processes and procedures of recording transactions and processing payment, L2, Cr8  523101001-WM-02, Processes and procedures of balancing takings and controlling change, L2, Cr6 Total number of credits for Work Experience Modules: 20

2.2.1 Details of Knowledge Modules

2.2.2 Details of Practical Skill Modules

2.2.3 Details of Work Experience Modules

2.3 International Comparability This qualification has been compared with similar qualifications in the following countries considered to be leaders in this field: United Kingdom (including Wales and Scotland), Australia and Singapore.

Comparisons were conducted via the United Kingdom's National Qualifications Framework for areas of Retail operations provided valuable comparison in terms of three qualifications:  Qualification 100/2878/X - Certificate in Retail Operations Level 2 (Scottish Framework)  Qualification WRR 30202 - Certificate in Retail Operations Level 3 (UK Framework)  Qualification WRR 20102 - Certificate in Retail Operations Level 2 (UK Framework)

All of these qualifications are for full qualifications at a level and cover all aspects of store operations at the level rather than the South African context which covers just the tasks for a particular OFO code The following competencies are incorporated in the WRR30202 (consisting of 9 units of which five are core and 4 elective) and WRR20102 (consisting of 14 units of which 10 core and 4 elective) and the 100.2878/X qualification (consisting of three mandatory units and two optional units of learning:

523101001- Occupational Certificate: Checkout Operator Page 5 of 41 Retail operations L3 (WRR30202):  Maintain and order stock  Maintain store security  Apply store security systems and procedures  Build relationships with customers  Develop innovative ideas at work  Profile a retail market  Maintain store safety  Coordinate merchandising presentation  Monitor in-store visual merchandising display

Retail operations L2 (WRR20102):  Communication in the workplace  Point of sales handling procedures  Terminal or register balancing (Point of Sale)  Customer interaction  Operating of retail equipment  Effective working in a retail environment  Safe work practices  Routine housekeeping duties (merchandising)  Stock control and ordering procedures  Minimising of theft

Retail operations L2 (100.2878/X):  Employment rights and responsibilities  Service selling and product knowledge  Personal effectiveness and teamwork  Risk awareness, health and safety  Merchandise handling, storage and display

This qualification for Cashiers covers many of the aspects of qualification Retail operations L2 (WRR20102)::  Communication in the workplace  Point of sales handling procedures  Terminal or register balancing (Point of Sale)  Customer interaction  Minimising of theft

The South African Qualification is unique in its approach in that it is aimed at a particular occupation (OFO code) and is therefore much more focused that the international qualifications which, like previous SA qualifications are far more generic

The Singapore Workforce Development Agency is a statutory board under the Ministry of Manpower (MOM) and leads and drives workforce development in Singapore through a strong focus on industry driven competency requirements. The Certificate in Retail Operations contains the following core modules:  Handle merchandise display  Working in the retail industry  Develop ideas for workplace innovation  Maintain personal presentation  Interact with customers  Sell products and services  Perform point of sale operations  Perform routine housekeeping duties  Perform stock control operations  Apply safety and security practices

523101001- Occupational Certificate: Checkout Operator Page 6 of 41 Over and above the provision for retail office operations, elective modules for the qualification provide product specific selections for areas such as speciality store assistance, petroleum, product storage (meat, fresh products or seafood). Whereas the Singapore qualification differentiates by product, this qualification has more generic unit standards that can be used across the sectors.

Other comparisons: Difficulties were experienced for comparison with qualifications or training in SADC and other African countries, as material is not available. Although the USA is also considered as an area of best practice, relevant qualifications could not be sourced.

Conclusion: From the concluded comparison it is clear that this qualification is much narrower than generic W&R qualifications internationally but it certainly covers all aspects required of a cashier anywhere in the world.

2.4 Entry Requirements  Numeracy skills NQF level 1

3. Assessment Quality Partner Information Name of body: Wholesale and Retail SETA Address of body: Hennops House, 1303 Heuwel Avenue, Cnr. Lenchen South and Heuwel Avenue Centurion, PRETORIA Contact person name: Tsakane Mabasa Contact person work telephone number: 0126229500

4. Part Qualifications None

523101001- Occupational Certificate: Checkout Operator Page 7 of 41 SECTION 2: OCCUPATIONAL PROFILE

1. Occupational Purpose Promotes customer loyalty while recording purchases and receiving payment and minimising losses to the establishment.

2. Occupational Tasks  Communicating with customers  Recording sales and process payments  Cashing up and control change

3. Occupational Task Details

3.1 Communicate with customers

Unique Product or Service: Strengthened customer service

Occupational Responsibilities:  Communicate with customers

Occupational Contexts:  Processes and procedures of interacting with customers

3.2 Record sales and process payment

Unique Product or Service: Accurately recorded sales and payment resulting in minimised losses

Occupational Responsibilities:  Operate a PoS

Occupational Contexts:  Processes and procedures of recording transactions and processing payment

3.3 Cash up and control change

Unique Product or Service:

523101001- Occupational Certificate: Checkout Operator Page 8 of 41 Accurately recorded takings and securely controlled change

Occupational Responsibilities:  Cash up PoS and control change

Occupational Contexts:  Processes and procedures of balancing takings and controlling change

523101001- Occupational Certificate: Checkout Operator Page 9 of 41 SECTION 3: CURRICULUM COMPONENT SPECIFICATIONS SECTION 3A: KNOWLEDGE MODULE SPECIFICATIONS List of Knowledge Modules for which Specifications are included  523101001-KM-01, Principles of customer service L2 Cr3  523101001-KM-02 Principles of recording transactions and processing of payments, L2, Cr3  523101001-KM-03, Concepts and principles for cashing up, L2, Cr2

523101001- Occupational Certificate: Checkout Operator Page 10 of 41 1. 523101001-KM-01 Principles of Customer Service L2 Cr3

1.1 Purpose of the Knowledge Modules The main focus of the learning in this knowledge module is to ensure an understanding of the principles and methods of communication and providing customer service.

The learning will enable learners to demonstrate an understanding of:  KM-01-KT01: Principles of promoting a positive image (10%)  KM-01-KT02: Communication principles (40%)  KM-01-KT03: Concepts of customer interaction (40%)  KM 01-KT04 Principles of handling customer queries (10%)

1.2 Guidelines for Topics

1.2.1. KM-01-KT01: Principles of promoting a positive image (10%) Topic elements to be covered include:  KT0101 The role of the checkout operator in wholesale and retail  KT0102 The importance of timekeeping  KT0103 The importance and standards of personal neatness and hygiene and work area housekeeping

Internal Assessment Criteria and Weight  IAC0101 Explain the role of the checkout operator in the wholesale and retail industry  IAC0102 Explain the importance of timekeeping and its impact of teammates and  customers  IAC0103 Explain the importance and required standards of personal and workplace neatness and hygiene (Weight 10%)

1.2.2. KM-01-KT02: Communication principles (40%) Topic elements to be covered include:  KT0201 Definition of communication  KT0202 The face to face communication process  KT0203 Verbal and non verbal communication  KT0204 Barriers to communication

523101001- Occupational Certificate: Checkout Operator Page 11 of 41  KT0205 Implications of good and bad communication  KT0206 The importance of using retail concepts and terminology correctly  KT0207 Listening skills

Internal Assessment Criteria and Weight  IAC0201 Define Communication  IAC0202 Describe the elements of face to face communication including listening skills  IAC0203 Explain the nature of verbal and non-verbal communication  IAC0203 List 3 barriers to communication and describe methods for overcoming them  IAC0204 Describe the importance of using retail concepts and terminology correctly  IAC0205 Describe the implications of good and bad communication

(Weight 40%)

1.2.3. KM-02-KT03: Concepts of customer interaction (40%) Topic elements to be covered include:  KT0301 Customer expectations  KT0302 The importance of welcoming customers  KT0303 Ways of welcoming customers  KT0304 Types of customers including irate, diversity, LSM etc  KT0305 Regulations/legislation impacting on customers  KT0306 The importance of packing customer’s purchases correctly

Internal Assessment Criteria and Weight  IAC0301 Explain what customers expect of a cashier  IAC0302 Explain the importance of making a customer feel welcome and describe how you will do this.  IAC0303 Explain your understanding of different types of customers including customer diversity and how this could impact on communication  IAC304 Explain the importance packing of customers purchases and how this impacts on the customer’s image of the store  IAC0305 List the various regulations that a cashier might have to know and briefly describe what each one covers (Weight 40%)

1.2.4. KM-02-KT04: Principles of handling customer queries (10%) Topic elements to be covered include:

523101001- Occupational Certificate: Checkout Operator Page 12 of 41  KT0401 The importance of keeping promises  KT0402 Types of customer queries  KT0403 The importance of handling customer queries correctly  KT0404 Principles for handling conflict

Internal Assessment Criteria and Weight  IAC0401 Describe 5 queries cashiers might have to answer and give examples of appropriate responses  IAC0402Explain the consequences of making and not keeping promises to customers  IAC0403 Explain the importance of handling queries correctly  IAC0404 Explain the correct way to handle a conflict situation with a customer  (Weight 10%)

1.3 Provider Accreditation Requirements for the Knowledge Module Physical Requirements:  Classroom furniture (chairs and tables, audiovisual equipment and all other equipment conducive to a learning environment)  Handouts and stationery

Human Resource Requirements:  Lecturers must have relevant industry experience related to the subject.  Persons compiling the internal assessments must have either an industry related qualification at least one level higher than this qualification, or have operated as a Supervisor/Manager with at least 1 years' experience relevant to the subject.  Assessors must have relevant industry experience related to the subject.

Legal Requirements:  Registered as a provider

1.4 Critical Topics to be Assessed Externally for the Knowledge Module  None

1.5 Exemptions  None

523101001- Occupational Certificate: Checkout Operator Page 13 of 41 2. 523101001-KM-02, Principles of recording transactions and processing of payments L2, Cr3

2.1 Purpose of the Knowledge Modules The main focus of the learning in this knowledge module is to ensure an understanding of the processes for recording transactions and processing payment in a wholesale or retail business. The learning will enable learners to demonstrate an understanding of:  KM-02-KT01: Concepts and impact of Shrinkage (5%)  KM-02-KT02: Typical methods used in the industry for start of day and closing a PoS (10%)  KM-02-KT03: Generally accepted methods of recording transactions used in the industry (35%)  KM-02-KT04: :Generally accepted methods for processing payment (45%)  KM-02-KT05: : Generally accepted methods of handling refund and exchanges (5%)

2.2.1. KM-02-KT01: Concepts and impact of Shrinkage (5%) Topic elements to be covered include:  KT0101 The concept of shrinkage and losses  KT0102 The effect of shrinkage and losses on staff and organisations

Internal Assessment Criteria and Weight  IAC0101 Define the concept of shrinkage  IAC0102 Explain how shrinkage and losses affect an organisation and its staff (Weight 5%)

2.2.2. KM-02-KT02: Typical methods used in the industry for start of day and closing a PoS (10%)

Topic elements to be covered include:  KT0201 Concepts for Start and End of day  KT0202 Generally accepted methods for Start of Day on manual and computerised PoS  KT0203 Generally accepted methods for closing at end of day/sign off and for tea and lunch breaks  KT0204 Typical methods for shrinkage prevention at Start of day and when closing at end of day/sign off and for tea and lunch breaks

Internal Assessment Criteria and Weight

523101001- Occupational Certificate: Checkout Operator Page 14 of 41  IAC0201 Explain the concept of Start of Day and End of Day for a cashier  IAC0202 Explain the generally accepted methods for Start of Day on manual and computerised PoS  IAC0203 Explain the generally accepted methods for closing at end of day/sign off and for tea and lunch breaks  IAC0204 Explain Typical methods of shrinkage prevention at Start of Day and when closing at end of day and sign off and for tea and lunch breaks. (Weight 10%)

2.2.3. KM-02-KT03: Generally accepted methods of recording transactions used in the industry (35%) Topic elements to be covered include:  KT0301 Different ways of recording transactions and their requirements  KT0302 The importance of recording transactions correctly  KT0303 Ways in which losses occur while recording transaction and how to minimise them  KT0304 Ways in which recording transactions affect stock balances and new orders  KT0305 Typical errors and problems when operating a PoS  KT0306 Generally accepted methods for correcting errors and problems when operating a PoS  KT0307 The importance of having transactions authorised

Internal Assessment Criteria and Weight  IAC0301 Explain the different ways of recording transactions used in the industry  IAC0302 Explain why it is important to record sales correctly  IAC0303 Explain how losses could occur while recording transactions and how to minimise losses  IAC0304 Explain how recording transactions affect stock balances and new orders  IAC0305 Describe typical errors made by cashiers and generally accepted methods for correcting them  IAC0306 Describe typical problems a cashier could encounter while recording transactions and generally accepted methods for solving them  IAC0307 Explain the importance of having errors and problems resolved and authorised.

(Weight 35%)

2.2.4. KM-02-KT04: Generally accepted methods for processing payment (45%) Topic elements to be covered include:

523101001- Occupational Certificate: Checkout Operator Page 15 of 41  KT0401 The various forms of payment accepted in the industry such as cash, cheques, credit and debit and loyalty cards, vouchers, coupons.  KT0402 Generally accepted methods for processing the various forms of payment  KT0403 Ways in which losses can occur while processing payment  KT0404 Generally accepted methods of loss prevention while processing payment  KT0405 Numeracy skills  KT0406 The importance of sales dockets  KT0407 Typical methods for handling sales dockets  KT0408 Payment transactions requiring authorisation and generally accepted methods for requesting authorisation

Internal Assessment Criteria and Weight  IAC0401 List 4 forms of payment accepted in the industry and describe generally accepted methods for processing them  IAC0402 List 3 ways that losses could occur when accepting payment and describe what you would do to minimise them  IAC0403 Given a set of calculations applicable to a cashier demonstrate numeracy skills  IAC0404 Explain why sale dockets are important to the customer  IAC0405 Describe Typical methods for producing and handling sales dockets in the industry  IAC0406 Describe typical payment options that may require authorisation (Weight 45%)

2.2.5. KM-02-KT05: Generally accepted methods of handling refund and exchanges (5%) Topic elements to be covered include:  KT0501 Reasons for refunds  KT0502 Typical information required for recording refunds and exchanges Internal Assessment Criteria and Weight  IAC0501 Describe typical reasons for a request for a refund  IAC0502 Explain typical information required for recording refunds and exchanges (Weight 5%)

2.3 Provider Accreditation Requirements for the Knowledge Module Physical Requirements:  Classroom furniture (chairs and tables, audiovisual equipment and all other equipment conducive to a learning environment)  Handouts and stationery

523101001- Occupational Certificate: Checkout Operator Page 16 of 41  Calculators Human Resource Requirements:  Lecturers must have relevant industry experience related to the subject.

 Persons compiling the internal assessments must have either an industry related qualification at least one level higher than this qualification, or have operated as a Supervisor/Manager with at least 1 years' experience relevant to the subject.

 Assessors must have relevant industry experience related to the subject.

2.4 Critical Topics to be Assessed Externally for the Knowledge Module  None

523101001- Occupational Certificate: Checkout Operator Page 17 of 41 3. 523101001-KM-03, Concepts and generally accepted methods for cashing up, L2, Cr2

3.1 Purpose of the Knowledge Modules The main focus of the learning in this knowledge module is to ensure an understanding of the process required when cashing up and balancing tills and controlling floats, change and till variances. The learning will enable learners to demonstrate an understanding of:  KM-04-KT01: Generally accepted methods of cashing up (50%)  KM-04-KT02: PoS variances (10%)  KM-04-KT03 Concept of Pick ups/Uplifts. (20%)  KM-04-KT04 Typical methods of controlling change (10%)  KM-04-KT05 Typical methods for requisitioning change (10%)

3.2.1. KM-03-KT01: Generally accepted methods of cashing up (50%)

Topic elements to be covered include:  KT0101 The concept of balancing actual takings to expected takings  KT0102 Typical methods of loss prevention while cashing up  KT0103 The concept of floats  KT0104 Typical methods for counting floats  KT0105 The importance of accuracy  KT0106 Generally accepted methods for recording till takings

Internal Assessment Criteria and Weight  IAC0101 Explain the objective of cashing up and generally accepted methods of cashing up  IAC0102 Explain how losses could occur while cashing up and what a cashier can do to minimise losses  IAC0103 Describe Generally accepted methods for recording till takings used in the industry  IAC0104 Explain the importance of accuracy when cashing up  IAC0105 Describe Typical methods used in the industry for counting floats

(Weight 50%)

523101001- Occupational Certificate: Checkout Operator Page 18 of 41 3.2.2. KM-03-KT02: PoS variances (10%)

Topic elements to be covered include:  KT0201 The concept of till variances  KT0202 Reason for organisations having policies to manage till variances  KT0203 Typical policies covering the handling of till variances  KT0204 Causes of variances and methods for minimising variances  KT0205 Strategies for resolving till variances

Internal Assessment Criteria and Weight  IAC0201 Define and describe the concept of till variances

 IAC0202 Explain why businesses have policies for managing till variances and describe typical consequences for regular till variances.

 IAC0203 Explain the causes of till variances and how to minimise them

 IAC0204 Explain strategies to resolve till variances

(Weight 10%)

3.2.3. KM-02-KT03: Concepts of Uplifts/Pick ups. (20%) Topic elements to be covered include:  KT0301 The concept of uplifts/Pick ups  KT0302 The reasons for uplifts  KT0303 Generally accepted methods for implementing uplift

Internal Assessment Criteria and Weight  IAC0301 Explain the concept and need for uplifts

 IAC0302 Describe Generally accepted methods used in the industry to perform uplifts.

(Weight 20%)

3.2.4. KM-03-KT04: Typical methods of controlling change (10%) Topic elements to be covered include:  KT0401 The importance of controlling change  KT0402 How losses occur when handling change and generally accepted methods for preventing these losses  KT0403 Problems encountered when handling change and typical methods for resolving them

523101001- Occupational Certificate: Checkout Operator Page 19 of 41 Internal Assessment Criteria and Weight  IAC0301 Explain the importance of correct control of change.  IAC0302 Describe how to minimise losses when handling change  IAC0303 Describe problems a cashier could encounter when handling change and how these should be resolved. (Weight 10%)

3.2.5. KM-03-KT05: Typical methods for requisitioning change (10%)

Topic elements to be covered include:  KT0501 Typical methods for requisition change  KT0502 The concept of ordering change according to expected sales  KT0503 Ways for receiving change  KT0504 Typical methods for replenishing till drawers with change

Internal Assessment Criteria and Weight  IAC0501 Describe typical methods for ordering change for a PoS.  IAC0502 Describe typical methods used to receive change and replenish till drawers  IAC0503 Explain why it is important to order change according to expected sales (Weight 10%)

3.3 Provider Accreditation Requirements for the Knowledge Module Physical Requirements:  Classroom furniture (chairs and tables, audiovisual equipment and all other equipment conducive to a learning environment)  Handouts and stationery Human Resource Requirements:  Lecturers must have relevant industry experience related to the subject.  Persons compiling the internal assessments must have either an industry related qualification at least one level higher than this qualification, or have operated as a Supervisor/Manager with at least 1 years' experience relevant to the subject.  Assessors must have relevant industry experience related to the subject.

3.4 Critical Topics to be Assessed Externally for the Knowledge Module

523101001- Occupational Certificate: Checkout Operator Page 20 of 41  None

523101001- Occupational Certificate: Checkout Operator Page 21 of 41 SECTION 3B: PRACTICAL SKILL MODULE SPECIFICATIONS List of Practical Skill Module Specifications  523101001-PS-01, Communicate with customers, L2, Cr2  523101001-PS-02, Operate PoS L2 Cr3  523101001-PS-03, Cash up PoS and control change, L2, Cr2

523101001- Occupational Certificate: Checkout Operator Page 22 of 41 1. 523101001-PM-01, Communicate with customers L2 Cr2

1.1 Purpose of the Practical Skill Modules The focus of the learning in this module is on providing the learner an opportunity to practice applying communication principles. The learner will be required to:  PM-01-PS01: Communicate with customers by applying communication principles  PM-01-PS02: Handle customer queries

1.2 Guidelines for Practical Skills

1.2.1. PM-01-PS01: Communicate with customers by applying communication principles Scope of Practical Skill Given a set of role play scenarios comprising of situations between staff and various types of customers (Happy, irate, lost, unhappy etc) including customer diversity and shopping scenarios where each learner takes the role of the staff member as well as the customer, learner must be able to:  PA0101 Respond appropriately to the given scenario  PA0102 Demonstrate active listening skills  PA0103 Demonstrate appropriate body language

Applied Knowledge  AK0101 Techniques for responding to the various scenarios  AK0102 Techniques for participating in role plays  AK0103 Methods for displaying body language

Internal Assessment Criteria  IAC0101 The response by the learner role playing the staff member is appropriate to the scenario.  IAC0102 Listening skills are demonstrated by the learner responding appropriately according to the scenario  IAC0103 The body language demonstrated is appropriate to the scenario  IAC 0104 The person playing the customer is satisfied with the response to the situation

523101001- Occupational Certificate: Checkout Operator Page 23 of 41 1.2.2. PM-01-PS02: Handle customer queries Scope of Practical Skill Given sets of information comprising, the learner must be able to: Given a set of role play scenarios comprising typical customer queries and requests for information on the store and products and a variety of divers customers with different attitudes, learner must be able to:  PA0201 Respond appropriately to the queries that a cashier could answer.  PA0202 Respond appropriately where a query needs to be escalated  PA0202 Use retail terms correctly Applied Knowledge  AK0201 Methods for responding to the various scenarios  AK0202 Techniques for participating in role plays  AK0203 Use of retail terms Internal Assessment Criteria  IAC0201 The actual query is correctly identified from the given scenarios and matched with an appropriate response  IAC0202 Retail terms used in the response are correct  IAC0203 The need to escalate the query is communicated to the customer in a manner that promotes customer satisfaction.

1.3 Provider Accreditation Requirements for the Practical Skill Module Physical Requirements:  Classroom furniture (chairs and tables, audiovisual equipment and all other required equipment)  Handouts and stationery Human Resource Requirements:  Facilitators must have relevant industry experience related to the subject.

1.4 Critical Topics to be Assessed Externally for the Knowledge Module

523101001- Occupational Certificate: Checkout Operator Page 24 of 41  None 1.5 Exemptions  None

523101001- Occupational Certificate: Checkout Operator Page 25 of 41 2. 523101001-PS-02, Operate PoS, L2, Cr3

2.1 Purpose of the Practical Skill Modules The focus of the learning in this module is on providing the learner an opportunity to practice recording sales and processing various forms of payment in a manner that minimises shrinkage occurring. The learner will be required to:  PM-02-PS01: Prepare at Start of day  PM-02-PS02: Record sales  PM-02-PS03: Process payment  PM-02-PS04: Handle a request for a refund  PM-02-PS05; Close PoS for breaks and perform End of Day

2.2.1. PM-02-PS01: Prepare at Start of day Scope of Practical Skill Given PoS equipment (tills) and a variety of stationery learner must be able to:  PA0101 Choose the appropriate stationery  PA0102 Prepare the PoS  PA0103 Collect and verify the float

 PA0104 Sign on

Applied Knowledge  AK0101 Stationery required at a PoS in order to provide the required level of customer service  AK0102 Methods for preparing the PoS  AK0103 Method for signing onto the PoS  AK0104 The value and make up of the required float

Internal Assessment Criteria  IAC0101 All the stationery is chosen to prepare the PoS for the day  IAC0102 The PoS is correctly prepared according to the methods for that PoS  IAC0103 The learner signs on to the PoS as required by the system  IAC0104 The float is checked and verified to meet requirements

523101001- Occupational Certificate: Checkout Operator Page 26 of 41 2.2.2. PM-02-PS02: Record transactions Scope of Practical Skill Given PoS equipment (computerised tills) and an assortment of products with different input data including bar-codes, price, product code, products with no input data, products unknown to the system, learner must be able to:  PA0201 Record sales transactions  PA0202 Correct errors and problems occurring while recording sales  PA0203 Record refunds and exchanges  PA0204 Minimise shrinkage and losses

Applied Knowledge  AK0201 Use of PoS  AK0202 Methods for identifying different input data for recording products sold  AK0203 Techniques for solving sales capturing problems  AK0204 Procedures for handling refunds and exchanges

Internal Assessment Criteria  IAC0201 All products and prices are correctly recorded  IAC0202 The responses to the various errors and problems are appropriate to the error or problem  IAC0203 Products and prices are recorded in a way that minimises shrinkage.  IAC0204 Requests for refunds and exchanges are recorded as required by the system

2.2.3. PM-02-PS03: Process payment Scope of Practical Skill Given a computerised PoS, company policies regarding payment methods acceptable, the different forms of simulated payment methods, sales recorded on a PoS and someone taking the role of a customer, the learner must be able to:  PA0301 Identify acceptable and unacceptable forms of payment  PA0302 Process acceptable payment.  PA0303 Notify the customer of payment not acceptable  PA0304 Request authorisation where required  PA0305 Minimise shrinkage when processing payment

Applied Knowledge

523101001- Occupational Certificate: Checkout Operator Page 27 of 41  AK0301 Techniques for shrinkage prevention measures for the different forms of payment  AK0302 Techniques for solving payment queries and problems  AK0303 Techniques for identifying acceptable and unacceptable forms of payment  AK0304 Methods for processing payment on the PoS

Internal Assessment Criteria  IAC0301 Unacceptable forms of payment are correctly identified as per the given forms of payment  IAC0302 Acceptable forms of payment are correctly processed and, where change is required the correct value is given  IAC0303 Authorisation is requested where required.  IAC0304 The customer is notified of unacceptable payment in a manner that promotes customer service  IAC0305 Payment is processed in a manner that minimises the chance of shrinkage occurring

2.2.4. PM-02-PS04: Close PoS for breaks and perform End of Day

Scope of Practical Skill Given a computerised PoS and typical policies in terms of closing for breaks, End of Day and housekeeping standards, the learner must be able to:  PA0401 Close off the till for breaks  PA0402 Perform End of Day.  PA0403 Implement housekeeping at the PoS

Applied Knowledge  AK0401 End of Day procedures  AK0402 PoS housekeeping standards  AK0403 Processes for closing PoS at breaks

Internal Assessment Criteria  IAC0301 The PoS is closed off at breaks according to the policies provided.  IAC0302 End of Day procedures are performed according to the policies provided.  IAC0303 Housekeeping of the PoS meets the required standard.

2.3 Provider Accreditation Requirements for the Practical Skill Module Physical Requirements:

523101001- Occupational Certificate: Checkout Operator Page 28 of 41  Classroom furniture (chairs and tables, audiovisual equipment and all other required equipment)  Handouts and stationery  Computerised PoS equipment (Tills)  PoS stationary  Checkout equipment  Simulated Cash, cheques, credit cards, debit cards, coupons, vouchers, loyalty cards etc Human Resource Requirements:  Facilitators must have relevant industry experience related to the subject.

2.4 Critical Topics to be Assessed Externally for the Knowledge Module  None 2.5 Exemptions  None

523101001- Occupational Certificate: Checkout Operator Page 29 of 41 3. 523101001-PM-03, Cash up PoS and control change, L2, Cr2

3.1 Purpose of the Practical Skill Modules The focus of the learning in this module is on providing the learner practice at performing uplifts, cashing up and ordering and controlling change The learner will be required to:  PM-03-PS01: Cash up  PM-03-PS02: Control change  PM-03-PS02: Perform uplift

3.2.1. PM-03-PS01: Cash up PoS Scope of Practical Skill Given a till drawer with a float, simulated forms of the different forms of payment, and cash up stationary the learner must be able to:  PA0101 Count and separate the float  PA0102 Record and hand in all the day’s takings

Applied Knowledge  AK0101 Techniques for counting cash  AK0102 Techniques for recording takings to be handed in  AK0103 Techniques for completing the various documents

Internal Assessment Criteria  IAC0101 The float is counted and separated accurately  IAC0102 The various forms of payment handed in are separated and recorded accurately  IAC0103 Cash is correctly counted and bundled as required by the bank  IAC0104 All documentation is completed accurately

3.2.2. PM-03-PS02: Control change Scope of Practical Skill Given a till drawer with a float, information on how busy the store is at different times of the week/month and change requirements the learner must be able to:  PA0201 Requisition change for a weekend, for mid-week and for a busy month end  PA0202 Complete the necessary documentation

523101001- Occupational Certificate: Checkout Operator Page 30 of 41  Applied Knowledge  AK0201 Techniques for counting cash  AK0202 Techniques for analysing change requirements according to expected requirements  AK0204 Techniques for completing the various documents Internal Assessment Criteria  IAC0201 The float is counted accurately  IAC0202 The quantities of change ordered demonstrate the learner’s ability to match requirements to expected trading patterns  IAC0203 All documentation is completed correctly

3.2.3. PM-03-PS03: Perform uplifts Scope of Practical Skill Given a till drawer with simulated forms of the various types of payment and stationery for recording uplifts and company policies the learner must be able to:  PA0301, Count and hand in the appropriate types of payment  PA0302 Complete the necessary documentation Applied Knowledge  AK0301 Techniques for analysing the types of payment to be handed in when doing an uplift  AK0302 Procedures for completing the uplift documentation Internal Assessment Criteria  IAC0301 The types of payment handed in is correct according to the company policies given.  IAC0302 Cash handed in is counted accurately  IAC0303 Uplift documentation is completed correctly

3.3 Provider Accreditation Requirements for the Practical Skill Module Physical Requirements:  Classroom furniture (chairs and tables, audiovisual equipment and all other required equipment)  Handouts and stationery  Till drawers  Simulated forms of payment  Cashing up stationary  Uplift stationary

523101001- Occupational Certificate: Checkout Operator Page 31 of 41  Change requisitioning stationary Human Resource Requirements:  Facilitators must have relevant industry experience related to the subject.  Persons compiling the internal assessments must have either an industry related qualification at least one level higher than this qualification, or have operated as a Supervisor/Manager with at least 1 years' experience relevant to the subject.  Assessors must have relevant industry experience related to the subject.

3.4 Critical Topics to be Assessed Externally for the Knowledge Module  None 3.5 Exemptions  None

523101001- Occupational Certificate: Checkout Operator Page 32 of 41 SECTION 3C: WORK EXPERIENCE MODULE SPECIFICATIONS List of Work Experience Module Specifications  523101001-WM-01, Processes and procedures of interacting with customers, L2, Cr6  523101001-WM-02, Processes and procedures of recording transactions and processing payment, L2, Cr8  523101001-WM-02, Processes and procedures of balancing takings and controlling change, L2, Cr6

523101001- Occupational Certificate: Checkout Operator Page 33 of 41 1 523101001-WM-01, Processes and procedures of interacting with customers, L2, Cr6

1.1 Purpose of the Work Experience Modules

The focus of the work experience is on providing the learner an opportunity to: Gain exposure to interacting with both customers so that customer service is enhanced and customer loyalty is encouraged,

The Learner will be required to successfully complete each Work Experience module for at least 2 weeks under supervision before operating for 2 weeks independently The three Work Experience modules can be completed at the same time.

The learner will be required to:  WM-01-WE01: Communicate with customers  WM-01-WE02 Process refunds and exchanges

1.2 Guidelines for Work Experiences

1.2.1. WM-01-WE01: Communicate with customers

Scope of Work Experience The person will be expected to engage in the following work activities:  WA0101 Greet and interact with a diverse range of customers according to company standards

 WA0102 Handle a range of customer queries and respond according to company policy.

 WA0103 Work in a manner that promotes the concept of teamwork in the store

 WA0104 Give the customer a final greeting

Supporting Evidence  SE0101 A report from the learner’s supervisor stating that the learner greets and interacts with customers according to company standards.  SE0102 A report from the learner’s supervisor stating that the learner is able to handle customer queries in a polite manner according to organisational policies and procedures.  SE0103 A report signed by the learner’s supervisor stating the learner listens and understands customer’s communication and communicates with customers in a clear manner that promotes customer loyalty  SE0104 A report from the learner’s supervisor stating that the learner thanks the customer and gives a final greeting that encourages the customer to return to the store

523101001- Occupational Certificate: Checkout Operator Page 34 of 41  SE0105 A report from the learner’s supervisors and a team member stating that the learner contributes to the team by each giving at least 3 examples of the sort of thing the learner has done to promote teamwork

1.2.2. WM-01-WE02: Process refunds and exchanges

Scope of Work Experience The person will be expected to engage in the following work activities:  WA0201 Communicate to the customer the need to escalate requests for refunds and exchanges.

 WA0202 Process refunds and exchanges

Supporting Evidence  SE201 A report from the learner’s supervisor stating that the learner explains to the customer the need to escalate the request for refunds and exchanges in a manner that promotes customer service  SE202 A report from the learner’s supervisor stating that the learner is able to process refunds and exchanges according to organisational policies and procedures.

523101001- Occupational Certificate: Checkout Operator Page 35 of 41 2. 523101001-WM-02, Processes and procedures of recording transactions and processing payment, L2, Cr8

2.1 Purpose of the Work Experience Modules The focus of the work experience is on providing the learner an opportunity to: Gain exposure to start and end of day processes, recording of sales transactions, processing of different forms of payment, handling of requests for refunds and requesting authorisation where required,

The Learner will be required to successfully complete each Work Experience module for at least 2 weeks under supervision before operating for 2 weeks independently The three Work Experience modules can be completed at the same time.

The learner will be required to:  WM-02-WE01: Implement start, change of shift and end of day procedures  WM-02-WE02: Record sales and request authorisation of transactions  WM-02-WE03; Accept payment and finalise the sale

2.2.1. WM-01-WE01: Implement start, change of shift and end of day procedures Scope of Work Experience The person will be expected to engage in the following work activities:  WA0101 Prepare yourself for working with customers including the workstation and stationary

 WA0102 Close off the till and workstation when going for breaks, changing shifts and at end of shift including tidying the workstation

 WA0103 Implement loss prevention techniques at start of day, when going for breaks, changing shift and at end of day

Supporting Evidence  SE0101 Two photographs authenticated by the learner’s supervisor. One showing the learner in uniform and ready to start work and the other showing the workstation tidied at the end of the shift.  SE0102 A checklist designed by the learner detailing all points to be implemented and items to be available when preparing the till and workstation signed off by the learner’s

523101001- Occupational Certificate: Checkout Operator Page 36 of 41 supervisor confirming the checklist is correct and that the learner has checked all points daily.  SE0103 A checklist designed by the learner detailing all points to be implemented in order to minimise the chance of losses occurring at start and end of day and when going for breaks signed off by the learner’s supervisor confirming the checklist is correct and that the learner has checked all points daily  SE 104 A report from the learner’s supervisor stating the learner implements start and end of day according to organisational policies and procedures.

2.2.2. WM-01-WE02: Record sales and request authorisation of transactions Scope of Work Experience The person will be expected to engage in the following work activities:  WA0201 Record sales transactions

 WA0202 Identify transactions that require authorisation and request authorisation

 WA0203 Identify and solve problems encountered while recording transactions

Supporting Evidence  SE0201 Witness testimony from the learner’s supervisors stating that the learner records sales according to company policies and procedures and ensures supply chain records are maintained and losses are minimised  SE0202 A report compiled by the learner reflecting transaction that required authorisation and that authorisation was requested according to company policy and procedure signed by the learner's supervisor.  SE0203 Witness testimony from the learner’s supervisor reporting the type of errors and problems identified by the learner and confirming the actions taken by the learner to solve the problems are in line with company policy and procedures

2.2.3. WM-01-WE03: Accept payment, and finalise the sale Scope of Work Experience The person will be expected to engage in the following work activities:  WA0301 Accept and process the various forms of payment accepted by the organisation giving the correct change where required

 WA0302 Identify and solve problems when accepting payment

 WA0303 Finalise or wrap or pack the goods purchases by the customer

 WA0304 Handle the sales or till docket

523101001- Occupational Certificate: Checkout Operator Page 37 of 41 Supporting Evidence  SE0301 Witness testimony from the learner's supervisor detailing all the forms of payment accepted by the learner and stating that the correct procedures were implemented  SE0302 Witness testimony from the learner’s supervisor listing the any problems identified by the learner while on the till and stating that the correct methods for correcting and resolving them were implemented  SE0303 Witness testimony from the learner’s supervisor stating that the learner accepts and handles payment in a manner that minimises the chance of losses occurring and handles sales dockets correctly  SE0304 Witness testimony from the learner’s supervisor stating that the learner packs customer’s purchases according to company policies and procedures  SE0305 Report from the learner explaining how he/she minimises the risk of loss while accepting payment

523101001- Occupational Certificate: Checkout Operator Page 38 of 41 3. 523101001-WM-02, Processes and procedures of balancing takings and controlling change, L2, Cr6

3.1 Purpose of the Work Experience Modules The focus of the work experience is on providing the learner an opportunity to: Gain exposure to cashing up tills, checking variances and ordering and controlling change,

The Learner will be required to successfully complete each Work Experience module for at least 2 weeks under supervision before operating for 2 weeks independently The three Work Experience modules can be completed at the same time

The learner will be required to:  WM-03-WE01; Cash up takings and perform uplifts  WM-03-WE02; Control change

3.2.1. WM-03-WE01: Cash up takings and perform uplifts Scope of Work Experience The person will be expected to engage in the following work activities:  WA0101 Cash up the till

 WA0102 Implement uplifts

Supporting Evidence  SE0101 A report compiled by the learner's supervisor attesting to the learner's ability to cash up and count floats and cash accurately along with copies of documentation completed by the learner when cashing up his/her PoS  SE0102 A report compiled by the learner's supervisor or off a computerised system showing the learner's till shortages over the last week and stating that this was within company variance policy  SE0103 A report compiled by the learner's supervisor attesting to the learner's ability to perform pick-ups according to the companies policies and procedures and photocopies of documentation completed for the learner's last pick-up

3.2.2. WM-03-WE02: Control changes

523101001- Occupational Certificate: Checkout Operator Page 39 of 41 Scope of Work Experience The person will be expected to engage in the following work activities:  WA0201 Requisition change

 WA0202 Replenish till drawer with change

Supporting Evidence  SE0201 A report from the learner’s supervisor testifying that the learner has requisitioned change accurately according to expected needs for the various days over the 2 weeks  SE0202 A report compiled by the learner explaining how he/she paid for and collected the change for the till and how and when the till draw was replenished with change.  SE0203 A report compiled by the learner explaining how he/she controlled his/her change so that the chance of losses occurring was minimised signed off by supervisor  SE0204 A reports from the learner's supervisor confirming that the learner controls his/her change in a manner that reduces the chance of losses occurring  SE0205 Photocopies of documentation completed by the learner when requisitioning change

3.3 Contextualised Workplace Knowledge 1 Organisation dress code 2 Organisational standards for personal hygiene 3 Organisational policies and procedures for greeting customers 4 Organisational policies and procedures for handling customer queries 5 Organisational standards of teamwork 6 Organisational policies and procedures relating to recording sales, handling of sales dockets, processing payments, requesting authorisation, handling of refunds and exchanges, requisitioning of change, handling of pick up, controlling change and solving of PoS errors 7 Organisational standards for housekeeping of work station 8 Cashier stationery requirements 9. Organisational policies and procedures for packing and handing parcels to customers 10. Organisational policies and procedure for handling till or sales dockets

3.4 Criteria for Workplace Approval Physical Requirements: Should a workplace not have all the necessary physical requirements they are allowed to enter into formal agreements with other workplaces that do have the required list of physical requirements in order to achieve accreditation. Physical requirements

523101001- Occupational Certificate: Checkout Operator Page 40 of 41  Operational store Human Resource Requirements:  Supervisor/Manager with at least 1 year experience of cashier operations Legal Requirements:  Registered as a formal business

 Compliant with all relevant legal requirements for a wholesale or retail store

3.5 Additional Assignments to be Assessed Externally None

523101001- Occupational Certificate: Checkout Operator Page 41 of 41