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RASCI Qualifications Pack 0104 - Retail Sales Associate

The document provides information on processing credit applications for purchases in retail, including: 1. It describes the skills and knowledge required to effectively process credit applications for purchases by customers. This includes identifying customer needs, explaining credit facilities, filling application documents, and referring difficulties. 2. The knowledge required includes features of credit facilities, legal requirements for offering credit, procedures for credit checks and authorizations, and who to approach for help. 3. Performance criteria cover explaining credit facilities to customers, providing information and clarification, accurately filling documents, carrying out checks and referrals. 4. Generic skills include accurately completing documentation, communicating where language barriers exist, building relationships, and responding to issues.

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0% found this document useful (0 votes)

134 views86 pages

RASCI Qualifications Pack 0104 - Retail Sales Associate

Uploaded by

himanshu.ahluwalia

We take content rights seriously. If you suspect this is your content, claim it here.

Available Formats

Download as PDF, TXT or read online on Scribd

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Qualiﬁcation Pack

Retail Sales Associate

QP Code: RAS/Q0104

Version: 2.0

NSQF Level: 3

Retailers Association’s Skill Council of India || 703-704 Sagar Tech Plaza - A, Andheri-Kurla Road,
Sakinaka Junction, Andheri (E)
Mumbai-400072

NSQC Approved || Retailers Association’s Skill Council of India 1

Qualiﬁcation Pack

Contents
RAS/Q0104: Retail Sales Associate ........................................................................... 3
Brief Job Description ............................................................................................ 3
Applicable National Occupational Standards (NOS) ...............................................................3
Compulsory NOS ........................................................................................... 3
Qualiﬁcation Pack (QP) Parameters ........................................................................... 3
RAS/N0114: To process credit applications for purchases ....................................................... 5
RAS/N0120: To help keep the store secure ........................................................................9
RAS/N0122: To help maintain health and safety ................................................................ 13
RAS/N0125: To demonstrate products to customers ........................................................... 17
RAS/N0126: To help customers choose right products ......................................................... 21
RAS/N0127: To provide specialist support to customers facilitating purchases ............................ 26
RAS/N0128: To maximise sales of goods & services ............................................................ 31
RAS/N0129: To provide personalised sales & post-sales service support .................................... 35
RAS/N0130: To create a positive image of self & organisation in the customer's mind ................ 41
RAS/N0132: To resolve customer concerns ...................................................................... 46
RAS/N0133: To organise the delivery of reliable service ...................................................... 51
RAS/N0134: To improve customer relationship ................................................................. 56
RAS/N0135: To monitor and solve service concerns ............................................................ 61
RAS/N0136: To promote continuous improvement in service ................................................. 66
RAS/N0137: To work effectively in a retail team ............................................................... 71
RAS/N0138: To work effectively in an organisation ............................................................ 76
Assessment Guidelines and Weightage...................................................................... 81
Assessment Guidelines ............................................................................................................... 81
Assessment Weightage ............................................................................................................... 82
Acronyms ........................................................................................................................................... 84
Glossary ............................................................................................................................................. 85

NSQC Approved || Retailers Association’s Skill Council of India 2

Qualiﬁcation Pack

RAS/Q0104: Retail Sales Associate

Brief Job Description

Individuals in this position interact with customers by giving specialized service and product
demonstrations to maximize business in a retail environment whilst striving for continuous improvements
in levels of services rendered.

Personal Attributes

The individual needs to be physically ﬁt to withstand working in a retail environment whilst being customer
responsive. They need to have excellent product knowledge, interpersonal and listening skills.

Applicable National Occupational Standards (NOS)

Compulsory NOS:

1. RAS/N0114: To process credit applications for purchases

2. RAS/N0120: To help keep the store secure

3. RAS/N0122: To help maintain health and safety

4. RAS/N0125: To demonstrate products to customers

5. RAS/N0126: To help customers choose right products

6. RAS/N0127: To provide specialist support to customers facilitating purchases

7. RAS/N0128: To maximise sales of goods & services

8. RAS/N0129: To provide personalised sales & post-sales service support

9. RAS/N0130: To create a positive image of self & organisation in the customer's mind

10. RAS/N0132: To resolve customer concerns

11. RAS/N0133: To organise the delivery of reliable service

12. RAS/N0134: To improve customer relationship

13. RAS/N0135: To monitor and solve service concerns

14. RAS/N0136: To promote continuous improvement in service

15. RAS/N0137: To work effectively in a retail team

16. RAS/N0138: To work effectively in an organisation

NSQC Approved || Retailers Association’s Skill Council of India 3

Qualiﬁcation Pack

Qualiﬁcation Pack (QP) Parameters

Sector Retail

Sub-Sector Retail Operations

Occupation Store Operations

Country India

NSQF Level 3

Aligned to NCO/ISCO/ISIC Code NCO-2015/5249.0301

Minimum Educational Qualiﬁcation &

10th Class/I.T.I (2 Years after 8th Standard)
Experience

Minimum Level of Education for Training in

School

Pre-Requisite License or Training NA

Minimum Job Entry Age 14 Years

Last Reviewed On 25/11/2021

Next Review Date 25/11/2024

Deactivation Date 25/11/2024

NSQC Approval Date 25/11/2021

Version 2.0

Reference code on NQR 2021/RET/RASCI/04922

NQR Version 1

NSQC Approved || Retailers Association’s Skill Council of India 4

Qualiﬁcation Pack

RAS/N0114: To process credit applications for purchases

Description

This OS describes the skills and knowledge required to effectively process credit applications for
purchases.

Scope

The scope covers the following :

Process applications from customers for credit facilities

Elements and Performance Criteria

Process applications from customers for credit facilities

To be competent, the user/individual on the job must be able to:
PC1. identify the customers needs for credit facilities
PC2. clearly explain to the customer the features and conditions of credit facilities.
PC3. provide enough time and opportunities for the customer to ask for clarification or more
information.
PC4. accurately fill in the documents needed to allow the customer to get credit.
PC5. successfully carry out the necessary credit checks and authorisation procedures.
PC6. promptly refer difficulties in processing applications to the right person

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. the features and conditions of the credit facilities offered by the company.
KU2. legal and company requirements for giving information to customers when offering them
credit facilities.
KU3. legal and company procedures for carrying out credit checks and getting authorisation for
credit facilities.
KU4. whom to approach for advice and help in sorting out diﬃculties in processing applications.
KU5. how to determine the credit worthiness of an individual by using appropriate techniques and
tools

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete documentation accurately

GS2. write simple reports when required
GS3. read information accurately

NSQC Approved || Retailers Association’s Skill Council of India 5

Qualiﬁcation Pack

GS4. read and interpret data sheets

GS5. follow instructions accurately
GS6. use gestures or simple words to communicate where language barriers exist
GS7. use questioning to minimise misunderstandings
GS8. display courteous and helpful behaviour at all times
GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. plan and schedule routines
GS11. build relationships with internal and external customers
GS12. respond to breakdowns and malfunction of equipment
GS13. respond to unsafe and hazardous working conditions
GS14. respond to security breaches
GS15. identify and evaluate the supporting given for credit applications
GS16. determine the impact of doing a thorough credit check for all applications received

NSQC Approved || Retailers Association’s Skill Council of India 6

Qualiﬁcation Pack

Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Process applications from customers for credit

50 50 - -
facilities

PC1. identify the customers needs for credit

7.5 7.5 - -
facilities

PC2. clearly explain to the customer the

10 10 - -
features and conditions of credit facilities.

PC3. provide enough time and opportunities

for the customer to ask for clariﬁcation or 7.5 7.5 - -
more information.

PC4. accurately ﬁll in the documents needed

10 10 - -
to allow the customer to get credit.

PC5. successfully carry out the necessary

7.5 7.5 - -
credit checks and authorisation procedures.

PC6. promptly refer diﬃculties in processing

7.5 7.5 - -
applications to the right person

NOS Total 50 50 - -

NSQC Approved || Retailers Association’s Skill Council of India 7

Qualiﬁcation Pack

National Occupational Standards (NOS) Parameters

NOS Code RAS/N0114

NOS Name To process credit applications for purchases

Sector Retail

Sub-Sector Retail Operations

Occupation Store Operations

NSQF Level 3

Credits TBD

Version 2.0

Last Reviewed Date 25/11/2021

Next Review Date 25/11/2024

NSQC Clearance Date 25/11/2021

NSQC Approved || Retailers Association’s Skill Council of India 8

Qualiﬁcation Pack

RAS/N0120: To help keep the store secure

Description

This OS describes the skills and knowledge required to help keep the store secure.

Scope

The scope covers the following :

Help keep the retail environment secure

Elements and Performance Criteria

Help keep the retail environment secure

To be competent, the user/individual on the job must be able to:
PC1. take prompt and suitable action to reduce security risks as far as possible, where it is within
the limits of his/her responsibility and authority to do so
PC2. follow company policy and legal requirements when dealing with security risks
PC3. recognise when security risks are beyond his/her authority and responsibility to sort out, and
report these risks promptly to the right person
PC4. use approved procedures and techniques for protecting personal safety when security risks
arise
PC5. follow company policies and procedures for maintaining security while working
PC6. follow company policies and procedures for making sure that security will be maintained when
he/she goes on breaks and when he/she ﬁnishes work

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. the types of security risk that can arise in the workplace
KU2. with how much authority and responsibility he/she has to deal security risks, including legal
rights and duties
KU3. the company policy and procedures for dealing with security risks in the workplace
KU4. whom to report security risks to, and how to contact them
KU5. the company policies and procedures for maintaining security while working
KU6. the company policies and procedures for making sure that security will be maintained when
you go on your breaks and when you ﬁnish work
KU7. approved procedures and techniques for ensuring personal safety when security risks arise

Generic Skills (GS)

User/individual on the job needs to know how to:

NSQC Approved || Retailers Association’s Skill Council of India 9

Qualiﬁcation Pack

GS1. complete documentation accurately

GS2. write simple reports when required
GS3. read information accurately
GS4. read and interpret data sheets
GS5. follow instructions accurately
GS6. use gestures or simple words to communicate where language barriers exist
GS7. use questioning to minimise misunderstandings
GS8. display courteous and helpful behaviour at all times
GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. plan and schedule routines
GS11. build relationships with internal and external customers
GS12. respond to breakdowns and malfunction of equipment
GS13. respond to unsafe and hazardous working conditions
GS14. respond to security breaches
GS15. respond to emergency situations as per the escalation matrix
GS16. determine the impact of not securing the loss prevention and security equipment

NSQC Approved || Retailers Association’s Skill Council of India 10

Qualiﬁcation Pack

Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Help keep the retail environment secure 50 50 - -

PC1. take prompt and suitable action to reduce

security risks as far as possible, where it is
7.5 7.5 - -
within the limits of his/her responsibility and
authority to do so

PC2. follow company policy and legal

10 10 - -
requirements when dealing with security risks

PC3. recognise when security risks are beyond

his/her authority and responsibility to sort out,
7.5 7.5 - -
and report these risks promptly to the right
person

PC4. use approved procedures and techniques

for protecting personal safety when security 10 10 - -
risks arise

PC5. follow company policies and procedures

7.5 7.5 - -
for maintaining security while working

PC6. follow company policies and procedures

for making sure that security will be maintained
7.5 7.5 - -
when he/she goes on breaks and when he/she
ﬁnishes work

NOS Total 50 50 - -

NSQC Approved || Retailers Association’s Skill Council of India 11

Qualiﬁcation Pack

National Occupational Standards (NOS) Parameters

NOS Code RAS/N0120

NOS Name To help keep the store secure

Sector Retail

Sub-Sector Retail Operations

Occupation Store Operations

NSQF Level 3

Credits TBD

Version 2.0

Last Reviewed Date 25/11/2021

Next Review Date 25/11/2024

NSQC Clearance Date 25/11/2021

NSQC Approved || Retailers Association’s Skill Council of India 12

Qualiﬁcation Pack

RAS/N0122: To help maintain health and safety

Description

This OS describes the skills and knowledge required to help maintain health and safety

Scope

The scope covers the following :

Deal with accidents and emergencies

Help to reduce health and safety risks

Elements and Performance Criteria

Deal with accidents and emergencies

To be competent, the user/individual on the job must be able to:
PC1. follow company procedures and legal requirements for dealing with accidents and
emergencies
PC2. speak and behave in a calm way while dealing with accidents and emergencies.
PC3. report accidents and emergencies promptly, accurately and to the right person
PC4. recognize when evacuation procedures have been started and follow company procedures for
evacuation
Help to reduce health and safety risks
To be competent, the user/individual on the job must be able to:
PC5. follow the health and safety requirements laid down by the company and by law, and
encourage colleagues to do the same
PC6. promptly take the approved action to deal with risks if he/she is authorised to do so
PC7. report risks promptly to the right person, if he/she does not have the authority
PC8. use equipment and materials in line with the manufacturers instructions

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. company procedures and legal requirements for dealing with accidents and emergencies
KU2. how to report accidents and emergencies to promote health and safety
KU3. legal and company requirements for reporting accidents and emergencies
KU4. company procedures for evacuation, including how the alarm is raised and where emergency
exits and assembly points are
KU5. health and safety requirements laid down by the company and by law
KU6. setting a good example contributing to health and safety in the workplace
KU7. authority and responsibility for dealing with health and safety risks, and the importance of
not taking on more responsibility than he/she is authorised to

NSQC Approved || Retailers Association’s Skill Council of India 13

Qualiﬁcation Pack

KU8. approved procedures for dealing with health and safety risks
KU9. how to ﬁnd instructions for using equipment and materials
KU10. techniques for speaking and behaving in a calm way while dealing with accidents and
emergencies
KU11. emergency response techniques
KU12. using machinery and escape methods to have minimal loss to material and life

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete documentation accurately

NSQC Approved || Retailers Association’s Skill Council of India 14

Qualiﬁcation Pack

Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Deal with accidents and emergencies 22.5 22.5 - -

PC1. follow company procedures and legal

requirements for dealing with accidents and 5 5 - -
emergencies

PC2. speak and behave in a calm way while

5 5 - -
dealing with accidents and emergencies.

PC3. report accidents and emergencies

7.5 7.5 - -
promptly, accurately and to the right person

PC4. recognize when evacuation procedures

have been started and follow company 5 5 - -
procedures for evacuation

Help to reduce health and safety risks 27.5 27.5 - -

PC5. follow the health and safety requirements

laid down by the company and by law, and 7.5 7.5 - -
encourage colleagues to do the same

PC6. promptly take the approved action to deal

5 5 - -
with risks if he/she is authorised to do so

PC7. report risks promptly to the right person,

7.5 7.5 - -
if he/she does not have the authority

PC8. use equipment and materials in line with

7.5 7.5 - -
the manufacturers instructions

NOS Total 50 50 - -

NSQC Approved || Retailers Association’s Skill Council of India 15

Qualiﬁcation Pack

National Occupational Standards (NOS) Parameters

NOS Code RAS/N0122

NOS Name To help maintain health and safety

Sector Retail

Sub-Sector Retail Operations

Occupation Store Operations

NSQF Level 3

Credits TBD

Version 2.0

Last Reviewed Date 25/11/2021

Next Review Date 25/11/2024

NSQC Clearance Date 25/11/2021

NSQC Approved || Retailers Association’s Skill Council of India 16

Qualiﬁcation Pack

RAS/N0125: To demonstrate products to customers

Description

This OS describes the skills and knowledge required to demonstrate products to customers.

Scope

The scope covers the following :

Demonstrate products to customers

Elements and Performance Criteria

Demonstrate products to customers

To be competent, the user/individual on the job must be able to:
PC1. prepare the demonstration area and check that it can be used safely
PC2. check whether the required equipment and products for demonstration are in place.
PC3. demonstrate products clearly and accurately to customers.
PC4. present the demonstration in a logical sequence of steps and stages
PC5. cover all the features and beneﬁts he/she thinks are needed to gain the customers interest
PC6. promptly clear away the equipment and products at the end of the demonstration and connect
with the customer

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. how to prepare the demonstration area effectively and checking it is safe.
KU2. how to organise demonstrations into logical steps and stages, and how this makes
demonstrations more effective.
KU3. how to communicate clear and accurate information during demonstrations.
KU4. how to clear equipment and products away promptly at the end of the demonstration and
connect with the customer
KU5. the importance of demonstrations in promoting and selling products.
KU6. features and beneﬁts of the products he/she is responsible for demonstrating.
KU7. applicable warranty, replacement / repair.
KU8. annual maintenance costs (if applicable).

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete documentation accurately

NSQC Approved || Retailers Association’s Skill Council of India 17

Qualiﬁcation Pack

GS2. write simple reports when required

GS3. read information accurately
GS4. read and interpret data sheets
GS5. follow instructions accurately
GS6. use gestures or simple words to communicate where language barriers exist
GS7. use questioning to minimise misunderstandings
GS8. display courteous and helpful behaviour at all times
GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. plan and schedule routines
GS11. build relationships with internal and external customers
GS12. respond to breakdowns and malfunction of equipment
GS13. respond to unsafe and hazardous working conditions
GS14. respond to security breaches

NSQC Approved || Retailers Association’s Skill Council of India 18

Qualiﬁcation Pack

Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Demonstrate products to customers 50 50 - -

PC1. prepare the demonstration area and

7.5 7.5 - -
check that it can be used safely

PC2. check whether the required equipment

7.5 7.5 - -
and products for demonstration are in place.

PC3. demonstrate products clearly and

10 10 - -
accurately to customers.

PC4. present the demonstration in a logical

7.5 7.5 - -
sequence of steps and stages

PC5. cover all the features and beneﬁts

he/she thinks are needed to gain the 7.5 7.5 - -
customers interest

PC6. promptly clear away the equipment and

products at the end of the demonstration and 10 10 - -
connect with the customer

NOS Total 50 50 - -

NSQC Approved || Retailers Association’s Skill Council of India 19

Qualiﬁcation Pack

National Occupational Standards (NOS) Parameters

NOS Code RAS/N0125

NOS Name To demonstrate products to customers

Sector Retail

Sub-Sector Retail Operations

Occupation Store Operations

NSQF Level 3

Credits TBD

Version 2.0

Last Reviewed Date 25/11/2021

Next Review Date 25/11/2024

NSQC Clearance Date 25/11/2021

NSQC Approved || Retailers Association’s Skill Council of India 20

Qualiﬁcation Pack

RAS/N0126: To help customers choose right products

Description

This OS describes the skills and knowledge required to help customers choose right products.

Scope

The scope covers the following :

Help customers choose products

Check the customer's preferences and buying decisions when making sales

Elements and Performance Criteria

Help customers choose products

To be competent, the user/individual on the job must be able to:
PC1. find out which product features and benefits interest individual customers and focus on these
when discussing products.
PC2. describe and explain clearly and accurately relevant product features and benefits to
customers.
PC3. compare and contrast products in ways that help customers choose the product that best
meets their needs.
PC4. check customers responses to his/her explanations, and confirm their interest in the product.
PC5. encourage customers to ask questions & respond to their questions, comments & objections
in ways that promote sales & goodwill.
PC6. identify suitable opportunities to tell the customer about associated or additional products
and do so in a way that promotes sales and goodwill.
PC7. constantly check the store for security, safety and potential sales whilst helping customers.
'Check the customer''s preferences and buying decisions when making sales'
To be competent, the user/individual on the job must be able to:
PC8. give customers enough time to evaluate products and ask questions.
PC9. handle objections and questions in a way that promotes sales and keeps the customers
confidence.
PC10. identify the need for additional and associated products and take the opportunity to increase
sales.
PC11. clearly acknowledge the customers buying decisions.
PC12. clearly explain any customer rights that apply.
PC13. clearly explain to the customer where to pay for their purchases.

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. how to promote sales and goodwill

NSQC Approved || Retailers Association’s Skill Council of India 21

Qualiﬁcation Pack

KU2. how to help customers choose products

KU3. how to explain product features and benefits to customers in ways that they understand and
find interesting
KU4. how to check and interpret customer responses
KU5. how to adapt explanations and respond to questions and comments in ways that promote
sales and goodwill
KU6. how to encourage customers to ask for clarification and more information
KU7. the risks of not paying attention to the store, in terms of security, safety and lost sales
KU8. how to recognise buying signals from customers
KU9. how to handle objections and questions confidently and effectively
KU10. legal rights and responsibilities of retailers and customers to do with returning of
unsatisfactory goods
KU11. techniques for closing the sale
KU12. product features and benefits

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete documentation accurately

NSQC Approved || Retailers Association’s Skill Council of India 22

Qualiﬁcation Pack

Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Help customers choose products 25 25 - -

PC1. ﬁnd out which product features and

beneﬁts interest individual customers and focus 5 5 - -
on these when discussing products.

PC2. describe and explain clearly and accurately

relevant product features and beneﬁts to 5 5 - -
customers.

PC3. compare and contrast products in ways

that help customers choose the product that 2.5 2.5 - -
best meets their needs.

PC4. check customers responses to his/her

explanations, and conﬁrm their interest in the 2.5 2.5 - -
product.

PC5. encourage customers to ask questions &

respond to their questions, comments &
2.5 2.5 - -
objections in ways that promote sales &
goodwill.

PC6. identify suitable opportunities to tell the

customer about associated or additional
2.5 2.5 - -
products and do so in a way that promotes sales
and goodwill.

PC7. constantly check the store for security,

safety and potential sales whilst helping 5 5 - -
customers.

'Check the customer''s preferences and buying

25 25 - -
decisions when making sales'

PC8. give customers enough time to evaluate

5 5 - -
products and ask questions.

PC9. handle objections and questions in a way

that promotes sales and keeps the customers 5 5 - -
conﬁdence.

PC10. identify the need for additional and

associated products and take the opportunity to 5 5 - -
increase sales.

NSQC Approved || Retailers Association’s Skill Council of India 23

Qualiﬁcation Pack

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC11. clearly acknowledge the customers buying

5 5 - -
decisions.

PC12. clearly explain any customer rights that

2.5 2.5 - -
apply.

PC13. clearly explain to the customer where to

2.5 2.5 - -
pay for their purchases.

NOS Total 50 50 - -

NSQC Approved || Retailers Association’s Skill Council of India 24

Qualiﬁcation Pack

National Occupational Standards (NOS) Parameters

NOS Code RAS/N0126

NOS Name To help customers choose right products

Sector Retail

Sub-Sector Retail Operations

Occupation Store Operations

NSQF Level 3

Credits TBD

Version 2.0

Last Reviewed Date 25/11/2021

Next Review Date 25/11/2024

NSQC Clearance Date 25/11/2021

NSQC Approved || Retailers Association’s Skill Council of India 25

Qualiﬁcation Pack

RAS/N0127: To provide specialist support to customers facilitating

purchases

Description

This OS describes the skills and knowledge required to provide specialist support to customers facilitating
purchases.

Scope

The scope covers the following :

Give customers information and advice on specialist products

Demonstrate specialist products to customers

Elements and Performance Criteria

Give customers information advice on specialist products

To be competent, the user/individual on the job must be able to:
PC1. talk to customers politely and in ways that promote sales and goodwill.
PC2. use the information given by the customer to find out what they are looking for.
PC3. help the customer understand the features and benefits of the products they have shown an
interest in.
PC4. explain clearly and accurately the features and benefits of products and relate these to the
customers needs.
PC5. promote the products that give the best match between the customers needs and the stores
need to make sales.
PC6. spot and use suitable opportunities to promote other products where these will meet the
customers needs.
PC7. control the time he/she spends with the customer to match the value of the prospective
purchase.
PC8. constantly check the store for safety, security and potential sales while helping individual
customers.
Demonstrate specialist products to customers
To be competent, the user/individual on the job must be able to:
PC9. find out if the customer is willing to see a demonstration.
PC10. set up demonstrations safely and in a way that disturbs other people as little as possible.
PC11. check whether he/she has everything needed to give an effective demonstration.
PC12. give demonstrations that clearly show the use and value of the product.
PC13. offer customers the opportunity to use the product themselves, where appropriate.
PC14. give customers enough chance to ask questions about the products or services he/she is
demonstrating to them.
PC15. check that the store will be monitored for security, safety and potential sales while he/she is
carrying out demonstrations.

NSQC Approved || Retailers Association’s Skill Council of India 26

Qualiﬁcation Pack

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. how to help customers decide what to buy by comparing and contrasting the features,
advantages and benefits of products for them
KU2. how the time of day affects customers willingness to engage in conversation with a
salesperson
KU3. how to give customers product information that is relevant to their individual needs and
interests
KU4. how to find out which product features and benefits interest individual customers
KU5. how to adapt appropriate speech, body language and sales style to appeal to different kinds
of customers
KU6. company policy on customer service and how this applies to giving specialist information
and advice to customers
KU7. how to set up safe and effective demonstrations of the specialist products he/she is
responsible for promoting
KU8. keeping the customer interested during demonstrations
KU9. responding to the customers comments and questions during demonstrations
KU10. features and benefits of the specialist products
KU11. advantages compared with similar products offered by competitors
KU12. up to date product knowledge
KU13. the importance of demonstrations in promoting and selling products

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete documentation accurately

NSQC Approved || Retailers Association’s Skill Council of India 27

Qualiﬁcation Pack

Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Give customers information advice on specialist

27.5 27.5 - -
products

PC1. talk to customers politely and in ways that

5 5 - -
promote sales and goodwill.

PC2. use the information given by the customer

2.5 2.5 - -
to ﬁnd out what they are looking for.

PC3. help the customer understand the features

and beneﬁts of the products they have shown an 2.5 2.5 - -
interest in.

PC4. explain clearly and accurately the features

and beneﬁts of products and relate these to the 5 5 - -
customers needs.

PC5. promote the products that give the best

match between the customers needs and the 2.5 2.5 - -
stores need to make sales.

PC6. spot and use suitable opportunities to

promote other products where these will meet 2.5 2.5 - -
the customers needs.

PC7. control the time he/she spends with the

customer to match the value of the prospective 5 5 - -
purchase.

PC8. constantly check the store for safety,

security and potential sales while helping 2.5 2.5 - -
individual customers.

Demonstrate specialist products to customers 22.5 22.5 - -

PC9. ﬁnd out if the customer is willing to see a

2.5 2.5 - -
demonstration.

PC10. set up demonstrations safely and in a way

2.5 2.5 - -
that disturbs other people as little as possible.

PC11. check whether he/she has everything

2.5 2.5 - -
needed to give an effective demonstration.

PC12. give demonstrations that clearly show the

5 5 - -
use and value of the product.

NSQC Approved || Retailers Association’s Skill Council of India 28

Qualiﬁcation Pack

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC13. offer customers the opportunity to use the

2.5 2.5 - -
product themselves, where appropriate.

PC14. give customers enough chance to ask

questions about the products or services he/she 2.5 2.5 - -
is demonstrating to them.

PC15. check that the store will be monitored for

security, safety and potential sales while he/she 5 5 - -
is carrying out demonstrations.

NOS Total 50 50 - -

NSQC Approved || Retailers Association’s Skill Council of India 29

Qualiﬁcation Pack

National Occupational Standards (NOS) Parameters

NOS Code RAS/N0127

NOS Name To provide specialist support to customers facilitating purchases

Sector Retail

Sub-Sector Retail Operations

Occupation Store Operations

NSQF Level 3

Credits TBD

Version 2.0

Last Reviewed Date 25/11/2021

Next Review Date 25/11/2024

NSQC Clearance Date 25/11/2021

NSQC Approved || Retailers Association’s Skill Council of India 30

Qualiﬁcation Pack

RAS/N0128: To maximise sales of goods & services

Description

This OS describes the skills and knowledge required to maximise sales of goods & services.

Scope

The scope covers the following :

Identify opportunities to increase sales of particular products

Promote particular products

Elements and Performance Criteria

Identify opportunities to increase sales of particular products

To be competent, the user/individual on the job must be able to:
PC1. identify promotional opportunities and estimate their potential to increase sales.
PC2. identify promotional opportunities which offer the greatest potential to increase sales.
PC3. report promotional opportunities to the right person.
PC4. ﬁll in the relevant records fully and accurately.
Promote particular products
To be competent, the user/individual on the job must be able to:
PC5. tell customers about promotions clearly and in a persuasive way.
PC6. identify and take the most effective actions for converting promotional sales into regular
future sales.
PC7. gather relevant and accurate information about the effectiveness of promotions, and
communicate this information clearly to the right person.
PC8. record clearly and accurately the results of promotions.

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. seasonal trends and how they affect opportunities for sales
KU2. how to estimate and compare the potential of promotional opportunities to increase sales
KU3. whom to approach about the identified promotional opportunities
KU4. techniques for building customers interest in regularly buying in future the product you are
promoting
KU5. how to evaluate and record the results of promotions
KU6. the difference between the features and benefits of products
KU7. how to promote the features and benefits of products to customers
KU8. techniques of encouraging customers to buy the product being promoted

NSQC Approved || Retailers Association’s Skill Council of India 31

Qualiﬁcation Pack

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete documentation accurately

NSQC Approved || Retailers Association’s Skill Council of India 32

Qualiﬁcation Pack

Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Identify opportunities to increase sales of

27.5 27.5 - -
particular products

PC1. identify promotional opportunities and

7.5 7.5 - -
estimate their potential to increase sales.

PC2. identify promotional opportunities which

5 5 - -
offer the greatest potential to increase sales.

PC3. report promotional opportunities to the

7.5 7.5 - -
right person.

PC4. ﬁll in the relevant records fully and

7.5 7.5 - -
accurately.

Promote particular products 22.5 22.5 - -

PC5. tell customers about promotions clearly

5 5 - -
and in a persuasive way.

PC6. identify and take the most effective

actions for converting promotional sales into 7.5 7.5 - -
regular future sales.

PC7. gather relevant and accurate information

about the effectiveness of promotions, and
5 5 - -
communicate this information clearly to the
right person.

PC8. record clearly and accurately the results

5 5 - -
of promotions.

NOS Total 50 50 - -

NSQC Approved || Retailers Association’s Skill Council of India 33

Qualiﬁcation Pack

National Occupational Standards (NOS) Parameters

NOS Code RAS/N0128

NOS Name To maximise sales of goods & services

Sector Retail

Sub-Sector Retail Operations

Occupation Store Operations

NSQF Level 3

Credits TBD

Version 2.0

Last Reviewed Date 25/11/2021

Next Review Date 25/11/2024

NSQC Clearance Date 25/11/2021

NSQC Approved || Retailers Association’s Skill Council of India 34

Qualiﬁcation Pack

RAS/N0129: To provide personalised sales & post-sales service support

Description

This OS describes the skills and knowledge required to provide personalised sales & post-sales service
support.

Scope

The scope covers the following :

Provide a personalised service

Provide an after sales service

Elements and Performance Criteria

Provide a personalised service

To be competent, the user/individual on the job must be able to:
PC1. use available information in the client records to help prepare for consultations.
PC2. check whether the work area is clean and tidy and that all the required equipment are in
hand before starting a consultation.
PC3. quickly create a rapport with the client at the start of the consultation.
PC4. talk and behave towards the client in ways that project the company image effectively.
PC5. ask questions to understand the clients buying needs, preferences and priorities.
PC6. tactfully check, where appropriate, how much the client wants to spend.
PC7. explain clearly to the client the features and benefits of the recommended products or
services and relate these to the clients individual needs.
PC8. identify suitable opportunities to sell additional or related products or services that are suited
to the clients needs.
PC9. make recommendations to the client in a confident and polite way and without pressurising
them.
PC10. pace client consultations to make good use of the selling time while maintaining good
relations with the client.
PC11. meet the companys customer service standards while dealing with the client.
Provide an after sales service
To be competent, the user/individual on the job must be able to:
PC12. follow the companys procedures for keeping client records up-to-date.
PC13. record client information accurately and store it in the right places in the companys system.
PC14. keep client information confidential and share it only with people who have a right to it.
PC15. keep to clients wishes as to how and when they may be contacted.
PC16. follow the companys policy and procedures for contacting clients.
PC17. tell clients promptly and offer any other suitable products or services, where promises
cannot be kept.

NSQC Approved || Retailers Association’s Skill Council of India 35

Qualiﬁcation Pack

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. companys desired image and how to project this to clients

KU2. how to use information in client records to prepare for client visits
KU3. how to create and maintain a rapport with clients, both new and existing
KU4. the types of question to ask clients to find out about their buying needs, preferences and
priorities
KU5. how to ask clients tactfully how much they want to spend
KU6. how to relate the features and benefits of products or services to the clients needs
KU7. how to identify suitable opportunities to sell additional or related products
KU8. how to recommend clients in a way that encourages them to accept the recommendation,
without pressurising them
KU9. how to balance the need to make immediate sales with the need to maintain good business
relations with the client, and how to do so
KU10. companys customer service standards and how to apply these when providing a
personalised service to clients
KU11. how to keep client records up-to-date and store them correctly
KU12. company procedures for updating client records
KU13. company systems and procedures for recording and storing client information
KU14. relevant aspects of the data protection laws and company policy for client confidentiality
KU15. how to keep ones promises to clients
KU16. brands and services, including seasonal trends, new brands or services, promotions, stock
levels, competitor comparisons, and additional services such as store cards, gift wrapping or
delivery

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete documentation accurately

NSQC Approved || Retailers Association’s Skill Council of India 36

Qualiﬁcation Pack

GS13. respond to unsafe and hazardous working conditions

GS14. respond to security breaches

NSQC Approved || Retailers Association’s Skill Council of India 37

Qualiﬁcation Pack

Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Provide a personalised service 32.5 32.5 - -

PC1. use available information in the client

2.5 2.5 - -
records to help prepare for consultations.

PC2. check whether the work area is clean and

tidy and that all the required equipment are in 2.5 2.5 - -
hand before starting a consultation.

PC3. quickly create a rapport with the client at

2.5 2.5 - -
the start of the consultation.

PC4. talk and behave towards the client in ways

5 5 - -
that project the company image effectively.

PC5. ask questions to understand the clients

2.5 2.5 - -
buying needs, preferences and priorities.

PC6. tactfully check, where appropriate, how

2.5 2.5 - -
much the client wants to spend.

PC7. explain clearly to the client the features and

beneﬁts of the recommended products or
5 5 - -
services and relate these to the clients individual
needs.

PC8. identify suitable opportunities to sell

additional or related products or services that 2.5 2.5 - -
are suited to the clients needs.

PC9. make recommendations to the client in a

conﬁdent and polite way and without 2.5 2.5 - -
pressurising them.

PC10. pace client consultations to make good

use of the selling time while maintaining good 2.5 2.5 - -
relations with the client.

PC11. meet the companys customer service

2.5 2.5 - -
standards while dealing with the client.

Provide an after sales service 17.5 17.5 - -

PC12. follow the companys procedures for

2.5 2.5 - -
keeping client records up-to-date.

NSQC Approved || Retailers Association’s Skill Council of India 38

Qualiﬁcation Pack

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC13. record client information accurately and

store it in the right places in the companys 2.5 2.5 - -
system.

PC14. keep client information conﬁdential and

2.5 2.5 - -
share it only with people who have a right to it.

PC15. keep to clients wishes as to how and when

5 5 - -
they may be contacted.

PC16. follow the companys policy and procedures

2.5 2.5 - -
for contacting clients.

PC17. tell clients promptly and offer any other

suitable products or services, where promises 2.5 2.5 - -
cannot be kept.

NOS Total 50 50 - -

NSQC Approved || Retailers Association’s Skill Council of India 39

Qualiﬁcation Pack

National Occupational Standards (NOS) Parameters

NOS Code RAS/N0129

NOS Name To provide personalised sales & post-sales service support

Sector Retail

Sub-Sector Retail Operations

Occupation Store Operations

NSQF Level 3

Credits TBD

Version 2.0

Last Reviewed Date 25/11/2021

Next Review Date 25/11/2024

NSQC Clearance Date 25/11/2021

NSQC Approved || Retailers Association’s Skill Council of India 40

Qualiﬁcation Pack

RAS/N0130: To create a positive image of self & organisation in the

customer's mind

Description

This OS describes the skills and knowledge required to create a positive image of self & organisation in the
customers mind

Scope

The scope covers the following :

Establish effective rapport with customers

Respond appropriately to customers
Communicate information to customers

Elements and Performance Criteria

Establish eﬀective rapport with customers

To be competent, the user/individual on the job must be able to:
PC1. meet the organisations standards of appearance and behaviour
PC2. greet customers respectfully and in a friendly manner
PC3. communicate with customers in a way that makes them feel valued and respected
PC4. identify and conﬁrm customers expectations
PC5. treat customers courteously and helpfully at all times
PC6. keep customers informed and reassured
PC7. adapt appropriate behaviour to respond effectively to different customer behaviour
Respond appropriately to customers
To be competent, the user/individual on the job must be able to:
PC8. respond promptly to a customer seeking assistance
PC9. select the most appropriate way of communicating with customers
PC10. check with customers to ensure complete understanding of their expectations
PC11. respond promptly and positively to customers' questions and comments
PC12. allow customers time to consider his/her response and give further explanation when
appropriate
Communicate information to customers
To be competent, the user/individual on the job must be able to:
PC13. quickly locate information that will help customers
PC14. give customers the information they need about the services or products offered by the
organisation
PC15. recognise information that customers might ﬁnd complicated and check whether they fully
understand
PC16. explain clearly to customers any reasons why their needs or expectations cannot be met

NSQC Approved || Retailers Association’s Skill Council of India 41

Qualiﬁcation Pack

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. organisations standards for appearance and behaviour

KU2. organisations guidelines for how to recognise what customers want and respond appropriately
KU3. organisations rules and procedures regarding the methods used for communication
KU4. how to recognise when a customer is angry or confused
KU5. organisations standards for timeliness in responding to customer questions and requests for
information

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete documentation accurately

NSQC Approved || Retailers Association’s Skill Council of India 42

Qualiﬁcation Pack

Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Establish eﬀective rapport with customers 22.5 22.5 - -

PC1. meet the organisations standards of

2.5 2.5 - -
appearance and behaviour

PC2. greet customers respectfully and in a

2.5 2.5 - -
friendly manner

PC3. communicate with customers in a way

5 5 - -
that makes them feel valued and respected

PC4. identify and conﬁrm customers

2.5 2.5 - -
expectations

PC5. treat customers courteously and helpfully

2.5 2.5 - -
at all times

PC6. keep customers informed and reassured 2.5 2.5 - -

PC7. adapt appropriate behaviour to respond

5 5 - -
effectively to different customer behaviour

Respond appropriately to customers 15 15 - -

PC8. respond promptly to a customer seeking

2.5 2.5 - -
assistance

PC9. select the most appropriate way of

2.5 2.5 - -
communicating with customers

PC10. check with customers to ensure

2.5 2.5 - -
complete understanding of their expectations

PC11. respond promptly and positively to

5 5 - -
customers' questions and comments

PC12. allow customers time to consider his/her

response and give further explanation when 2.5 2.5 - -
appropriate

Communicate information to customers 12.5 12.5 - -

PC13. quickly locate information that will help

2.5 2.5 - -
customers

NSQC Approved || Retailers Association’s Skill Council of India 43

Qualiﬁcation Pack

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC14. give customers the information they

need about the services or products offered by 5 5 - -
the organisation

PC15. recognise information that customers

might ﬁnd complicated and check whether 2.5 2.5 - -
they fully understand

PC16. explain clearly to customers any reasons

2.5 2.5 - -
why their needs or expectations cannot be met

NOS Total 50 50 - -

NSQC Approved || Retailers Association’s Skill Council of India 44

Qualiﬁcation Pack

National Occupational Standards (NOS) Parameters

NOS Code RAS/N0130

NOS Name To create a positive image of self & organisation in the customer's mind

Sector Retail

Sub-Sector Retail Operations

Occupation Store Operations

NSQF Level 3

Credits TBD

Version 3.0

Last Reviewed Date 25/11/2021

Next Review Date 25/11/2024

NSQC Clearance Date 25/11/2021

NSQC Approved || Retailers Association’s Skill Council of India 45

Qualiﬁcation Pack

RAS/N0132: To resolve customer concerns

Description

This OS describes the skills and knowledge required to resolve customer concerns.

Scope

The scope covers the following :

Spot customer service problems

Pick the best solution to resolve customer service problems
Take action to resolve customer service problems

Elements and Performance Criteria

Spot customer service problems

To be competent, the user/individual on the job must be able to:
PC1. identify the options for resolving a customer service problem
PC2. work with others to identify and conﬁrm the options to resolve a customer service problem
PC3. work out the advantages and disadvantages of each option for customers and the
organisation
PC4. pick the best option for customers and the organisation
PC5. identify for customers other ways that problems may be resolved if you are unable to help
Pick the best solution to resolve customer service problems
To be competent, the user/individual on the job must be able to:
PC6. identify the options for resolving a customer service problem
PC7. work with others to identify and conﬁrm the options to resolve a customer service problem
PC8. work out the advantages and disadvantages of each option for your customer and your
organisation
PC9. pick the best option for your customer and your organisation
PC10. identify for your customer other ways that problems may be resolved if you are unable to
help
Take action to resolve customer service problems
To be competent, the user/individual on the job must be able to:
PC11. discuss and agree the options for solving the problem with customers
PC12. take action to implement the option agreed with the customer
PC13. work with others and the customer to make sure that any promises related to solving the
problem are kept
PC14. keep customers fully informed about what is happening to resolve problem
PC15. check with customers to make sure the problem has been resolved to their satisfaction
PC16. give clear reasons to customers when the problem has not been resolved to their satisfaction

Knowledge and Understanding (KU)

NSQC Approved || Retailers Association’s Skill Council of India 46

Qualiﬁcation Pack
The individual on the job needs to know and understand:

KU1. the importance of listening carefully to customers about problems they have raised
KU2. how to ask customers about the problem to check ones understanding
KU3. how to recognise repeated problems and alerting appropriate authority
KU4. how to share customer feedback with others to identify potential problems before they
happen
KU5. how to identify problems with systems and procedures before they begin to affect customers

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete documentation accurately

NSQC Approved || Retailers Association’s Skill Council of India 47

Qualiﬁcation Pack

Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Spot customer service problems 25 25 - -

PC1. identify the options for resolving a

5 5 - -
customer service problem

PC2. work with others to identify and conﬁrm the

5 5 - -
options to resolve a customer service problem

PC3. work out the advantages and

disadvantages of each option for customers and 5 5 - -
the organisation

PC4. pick the best option for customers and the

5 5 - -
organisation

PC5. identify for customers other ways that

problems may be resolved if you are unable to 5 5 - -
help

Pick the best solution to resolve customer service

- - - -
problems

PC6. identify the options for resolving a

- - - -
customer service problem

PC7. work with others to identify and conﬁrm the

- - - -
options to resolve a customer service problem

PC8. work out the advantages and

disadvantages of each option for your customer - - - -
and your organisation

PC9. pick the best option for your customer and

- - - -
your organisation

PC10. identify for your customer other ways that

problems may be resolved if you are unable to - - - -
help

Take action to resolve customer service problems 25 25 - -

PC11. discuss and agree the options for solving

5 5 - -
the problem with customers

PC12. take action to implement the option

2.5 2.5 - -
agreed with the customer

NSQC Approved || Retailers Association’s Skill Council of India 48

Qualiﬁcation Pack

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC13. work with others and the customer to

make sure that any promises related to solving 2.5 2.5 - -
the problem are kept

PC14. keep customers fully informed about what

5 5 - -
is happening to resolve problem

PC15. check with customers to make sure the

5 5 - -
problem has been resolved to their satisfaction

PC16. give clear reasons to customers when the

problem has not been resolved to their 5 5 - -
satisfaction

NOS Total 50 50 - -

NSQC Approved || Retailers Association’s Skill Council of India 49

Qualiﬁcation Pack

National Occupational Standards (NOS) Parameters

NOS Code RAS/N0132

NOS Name To resolve customer concerns

Sector Retail

Sub-Sector Retail Operations

Occupation Store Operations

NSQF Level 3

Credits TBD

Version 2.0

Last Reviewed Date 25/11/2021

Next Review Date 25/11/2024

NSQC Clearance Date 25/11/2021

NSQC Approved || Retailers Association’s Skill Council of India 50

Qualiﬁcation Pack

RAS/N0133: To organise the delivery of reliable service

Description

This OS describes the skills and knowledge required to organise delivery of reliable service

Scope

The scope covers the following :

Plan and organise the delivery of reliable customer service

Review and maintain customer service delivery
Use recording systems to maintain reliable customer service

Elements and Performance Criteria

Plan and organise the delivery of reliable customer service

To be competent, the user/individual on the job must be able to:
PC1. plan, prepare and organise everything that is needed to deliver a variety of services or
products to different types of customers
PC2. organise what he/she does to ensure consistency in giving prompt attention to customers.
PC3. reorganise his/her work to respond to unexpected additional workloads
Review and maintain customer service delivery
To be competent, the user/individual on the job must be able to:
PC4. maintain service delivery during very busy periods and unusually quiet periods and when
systems, people or resources have let you down
PC5. consistently meet customers expectations
PC6. balance the time he/she takes with customers with the demands of other customers seeking
attention
PC7. respond appropriately to customers when they make comments about the products or
services being offered
PC8. alert others to repeated comments made by customers
PC9. take action to improve the reliability of his/her service based on customer comments
PC10. monitor whether the action taken has improved the service given to customers
Use recording systems to maintain reliable customer service
To be competent, the user/individual on the job must be able to:
PC11. record and store customer service information accurately following organisational guidelines
PC12. select and retrieve customer service information that is relevant, suﬃcient and in an
appropriate format
PC13. quickly locate information that will help solve a customers query
PC14. supply accurate customer service information to others using the most appropriate method
of communication

Knowledge and Understanding (KU)

NSQC Approved || Retailers Association’s Skill Council of India 51

Qualiﬁcation Pack
The individual on the job needs to know and understand:

KU1. the importance of having reliable and fast information for customers and the organisation
KU2. organisational procedures and systems for delivering customer service
KU3. how to identify useful customer feedback
KU4. how to communicate feedback from customers to others
KU5. organisational procedures and systems for recording, storing, retrieving and supplying
customer service information
KU6. legal and regulatory requirements regarding the storage of data
KU7. how to use CRM software to capture customer feedback and draw analysis

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete documentation accurately

NSQC Approved || Retailers Association’s Skill Council of India 52

Qualiﬁcation Pack

Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Plan and organise the delivery of reliable customer

7.5 7.5 - -
service

PC1. plan, prepare and organise everything that

is needed to deliver a variety of services or 2.5 2.5 - -
products to different types of customers

PC2. organise what he/she does to ensure

consistency in giving prompt attention to 2.5 2.5 - -
customers.

PC3. reorganise his/her work to respond to

2.5 2.5 - -
unexpected additional workloads

Review and maintain customer service delivery 27.5 27.5 - -

PC4. maintain service delivery during very busy

periods and unusually quiet periods and when 5 5 - -
systems, people or resources have let you down

PC5. consistently meet customers expectations 5 5 - -

PC6. balance the time he/she takes with

customers with the demands of other customers 2.5 2.5 - -
seeking attention

PC7. respond appropriately to customers when

they make comments about the products or 5 5 - -
services being offered

PC8. alert others to repeated comments made

2.5 2.5 - -
by customers

PC9. take action to improve the reliability of

2.5 2.5 - -
his/her service based on customer comments

PC10. monitor whether the action taken has

5 5 - -
improved the service given to customers

Use recording systems to maintain reliable

15 15 - -
customer service

PC11. record and store customer service

information accurately following organisational 2.5 2.5 - -
guidelines

NSQC Approved || Retailers Association’s Skill Council of India 53

Qualiﬁcation Pack

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC12. select and retrieve customer service

information that is relevant, suﬃcient and in an 5 5 - -
appropriate format

PC13. quickly locate information that will help

2.5 2.5 - -
solve a customers query

PC14. supply accurate customer service

information to others using the most appropriate 5 5 - -
method of communication

NOS Total 50 50 - -

NSQC Approved || Retailers Association’s Skill Council of India 54

Qualiﬁcation Pack

National Occupational Standards (NOS) Parameters

NOS Code RAS/N0133

NOS Name To organise the delivery of reliable service

Sector Retail

Sub-Sector Retail Operations

Occupation Store Operations

NSQF Level 3

Credits TBD

Version 2.0

Last Reviewed Date 25/11/2021

Next Review Date 25/11/2024

NSQC Clearance Date 25/11/2021

NSQC Approved || Retailers Association’s Skill Council of India 55

Qualiﬁcation Pack

RAS/N0134: To improve customer relationship

Description

This OS describes the skills and knowledge required to improve customer relationship

Scope

The scope covers the following :

Improve communication with customers

Balance the needs of customers and the organisation
Exceed customer expectations to develop the relationship

Elements and Performance Criteria

Improve communication with customers

To be competent, the user/individual on the job must be able to:
PC1. select and use the best method of communication to meet customers expectations.
PC2. take the initiative to contact customers to update them when things are not going as per
plan or when further information is required.
PC3. adapt appropriate communication to respond to individual customers feelings.
Balance the needs of customers and the organisation
To be competent, the user/individual on the job must be able to:
PC4. meet customers expectations within the organisations service offer.
PC5. explain the reasons to customers sensitively and positively when their expectations cannot
be met.
PC6. identify alternative solutions for customers either within or outside the organisation.
PC7. identify the costs and beneﬁts of these solutions to the organisation and to customers.
PC8. negotiate and agree solutions with customers which satisfy them and are acceptable to the
organisation.
PC9. take action to satisfy customers with the agreed solution.
Exceed customer expectations to develop the relationship
To be competent, the user/individual on the job must be able to:
PC10. make extra efforts to improve his/her relationship with customers.
PC11. recognise opportunities to exceed customers expectations.
PC12. take action to exceed customers expectations within the limits of his/her authority.
PC13. gain the help and support of others to exceed customers expectations.

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. how to make best use of the method of communication chosen for dealing with customers.

NSQC Approved || Retailers Association’s Skill Council of India 56

Qualiﬁcation Pack

KU2. how to negotiate effectively with customers.

KU3. how to assess the costs and beneﬁts to customers and the organisation of any unusual
agreement made.
KU4. customer loyalty and/or improved internal customer relationships to the organisation

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete documentation accurately

NSQC Approved || Retailers Association’s Skill Council of India 57

Qualiﬁcation Pack

Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Improve communication with customers 12.5 12.5 - -

PC1. select and use the best method of

communication to meet customers 5 5 - -
expectations.

PC2. take the initiative to contact customers to

update them when things are not going as per 2.5 2.5 - -
plan or when further information is required.

PC3. adapt appropriate communication to

5 5 - -
respond to individual customers feelings.

Balance the needs of customers and the

20 20 - -
organisation

PC4. meet customers expectations within the

2.5 2.5 - -
organisations service offer.

PC5. explain the reasons to customers

sensitively and positively when their 5 5 - -
expectations cannot be met.

PC6. identify alternative solutions for customers

2.5 2.5 - -
either within or outside the organisation.

PC7. identify the costs and beneﬁts of these

5 5 - -
solutions to the organisation and to customers.

PC8. negotiate and agree solutions with

customers which satisfy them and are 2.5 2.5 - -
acceptable to the organisation.

PC9. take action to satisfy customers with the

2.5 2.5 - -
agreed solution.

Exceed customer expectations to develop the

17.5 17.5 - -
relationship

PC10. make extra efforts to improve his/her

2.5 2.5 - -
relationship with customers.

PC11. recognise opportunities to exceed

5 5 - -
customers expectations.

NSQC Approved || Retailers Association’s Skill Council of India 58

Qualiﬁcation Pack

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC12. take action to exceed customers

expectations within the limits of his/her 5 5 - -
authority.

PC13. gain the help and support of others to

5 5 - -
exceed customers expectations.

NOS Total 50 50 - -

NSQC Approved || Retailers Association’s Skill Council of India 59

Qualiﬁcation Pack

National Occupational Standards (NOS) Parameters

NOS Code RAS/N0134

NOS Name To improve customer relationship

Sector Retail

Sub-Sector Retail Operations

Occupation Store Operations

NSQF Level 3

Credits TBD

Version 2.0

Last Reviewed Date 25/11/2021

Next Review Date 25/11/2024

NSQC Clearance Date 25/11/2021

NSQC Approved || Retailers Association’s Skill Council of India 60

Qualiﬁcation Pack

RAS/N0135: To monitor and solve service concerns

Description

This OS describes the skills and knowledge required to monitor and solve service concerns

Scope

The scope covers the following :

Solve immediate customer service problems

Identify repeated customer service problems and options for solving them
Take action to avoid the repetition of customer service problems

Elements and Performance Criteria

Solve immediate customer service problems

To be competent, the user/individual on the job must be able to:
PC1. respond positively to customer service problems following organisational guidelines.
PC2. solve customer service problems when he/she has sufficient authority
PC3. work with others to solve customer service problems
PC4. keep customers informed of the actions being taken
PC5. check with customers that they are comfortable with the actions being taken
PC6. solve problems with service systems and procedures that might affect customers before they
become aware of them
PC7. inform managers and colleagues of the steps taken to solve specific problems
Identify repeated customer service problems and options for solving them
To be competent, the user/individual on the job must be able to:
PC8. identify repeated customer service problems
PC9. identify the options for dealing with a repeated customer service problem and consider the
advantages and disadvantages of each option
PC10. work with others to select best options for solving repeated customer service problems,
balancing customer expectations with the needs of the organisation
Take action to avoid the repetition of customer service problems
To be competent, the user/individual on the job must be able to:
PC11. obtain the approval of somebody with sufficient authority to change organisational guidelines
in order to reduce the chance of a problem being repeated.
PC12. action the agreed solution
PC13. keep customers informed in a positive and clear manner of steps being taken to solve any
service problems
PC14. monitor the changes that have been made and adjust them if appropriate

Knowledge and Understanding (KU)

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Qualiﬁcation Pack
The individual on the job needs to know and understand:

KU1. organisational procedures and systems for dealing with customer service problems
KU2. organisational procedures and systems for identifying repeated customer service problems.
KU3. how successful resolution of customer service problems contributes to customer loyalty with
external customer & improved working relationships with service partners or internal
customers.
KU4. how to negotiate with and reassure customers while their problems are being solved

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete documentation accurately

NSQC Approved || Retailers Association’s Skill Council of India 62

Qualiﬁcation Pack

Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Solve immediate customer service problems 22.5 22.5 - -

PC1. respond positively to customer service

5 5 - -
problems following organisational guidelines.

PC2. solve customer service problems when

2.5 2.5 - -
he/she has suﬃcient authority

PC3. work with others to solve customer service

2.5 2.5 - -
problems

PC4. keep customers informed of the actions

5 5 - -
being taken

PC5. check with customers that they are

2.5 2.5 - -
comfortable with the actions being taken

PC6. solve problems with service systems and

procedures that might affect customers before 2.5 2.5 - -
they become aware of them

PC7. inform managers and colleagues of the

2.5 2.5 - -
steps taken to solve speciﬁc problems

Identify repeated customer service problems and

10 10 - -
options for solving them

PC8. identify repeated customer service

2.5 2.5 - -
problems

PC9. identify the options for dealing with a

repeated customer service problem and
5 5 - -
consider the advantages and disadvantages of
each option

PC10. work with others to select best options for

solving repeated customer service problems,
2.5 2.5 - -
balancing customer expectations with the needs
of the organisation

Take action to avoid the repetition of customer

17.5 17.5 - -
service problems

NSQC Approved || Retailers Association’s Skill Council of India 63

Qualiﬁcation Pack

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC11. obtain the approval of somebody with

suﬃcient authority to change organisational
2.5 2.5 - -
guidelines in order to reduce the chance of a
problem being repeated.

PC12. action the agreed solution 5 5 - -

PC13. keep customers informed in a positive

and clear manner of steps being taken to solve 5 5 - -
any service problems

PC14. monitor the changes that have been

5 5 - -
made and adjust them if appropriate

NOS Total 50 50 - -

NSQC Approved || Retailers Association’s Skill Council of India 64

Qualiﬁcation Pack

National Occupational Standards (NOS) Parameters

NOS Code RAS/N0135

NOS Name To monitor and solve service concerns

Sector Retail

Sub-Sector Retail Operations

Occupation Store Operations

NSQF Level 3

Credits TBD

Version 2.0

Last Reviewed Date 25/11/2021

Next Review Date 25/11/2024

NSQC Clearance Date 25/11/2021

NSQC Approved || Retailers Association’s Skill Council of India 65

Qualiﬁcation Pack

RAS/N0136: To promote continuous improvement in service

Description

This OS describes the skills and knowledge required to promote continuous improvement in service

Scope

The scope covers the following :

Plan improvements in customer service based on customer feedback

Implement changes in customer service
Review changes that promote continuous improvement in customer service

Elements and Performance Criteria

Plan improvements in customer service based on customer feedback

To be competent, the user/individual on the job must be able to:
PC1. gather feedback from customers that will help identify opportunities for customer service
improvement
PC2. analyse and interpret feedback to identify opportunities for customer service improvements
and propose changes
PC3. discuss with others the potential effects of any proposed changes for customers and the
organisation
PC4. negotiate changes in customer service systems & improvements with somebody of sufficient
authority to approve trial / full implementation of the change
Implement changes in customer service
To be competent, the user/individual on the job must be able to:
PC5. organise the implementation of authorised changes
PC6. implement the changes following organisational guidelines
PC7. inform people inside and outside the organisation who need to know of the changes being
made and the reasons for them
PC8. monitor early reactions to changes and make appropriate fine-tuning adjustments
Review changes that promote continuous improvement in customer service
To be competent, the user/individual on the job must be able to:
PC9. collect and record feedback on the effects of changes
PC10. analyse and interpret feedback and share the findings on the effects of changes with others
PC11. summarise the advantages and disadvantages of the changes
PC12. use your analysis and interpretation of changes to identify opportunities for further
improvement
PC13. present these opportunities to somebody with sufficient authority to make them happen

Knowledge and Understanding (KU)

NSQC Approved || Retailers Association’s Skill Council of India 66

Qualiﬁcation Pack
The individual on the job needs to know and understand:

KU1. service improvements affecting the balance between overall customer satisfaction, costs of
providing service & regulatory needs
KU2. how customer experience is inﬂuenced by the way service is delivered
KU3. how to collect, analyse and present customer feedback
KU4. how to make a business case to others to bring about change in the products or services
being offered

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete documentation accurately

NSQC Approved || Retailers Association’s Skill Council of India 67

Qualiﬁcation Pack

Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Plan improvements in customer service based on

15 15 - -
customer feedback

PC1. gather feedback from customers that will

help identify opportunities for customer service 5 5 - -
improvement

PC2. analyse and interpret feedback to identify

opportunities for customer service 2.5 2.5 - -
improvements and propose changes

PC3. discuss with others the potential effects of

any proposed changes for customers and the 2.5 2.5 - -
organisation

PC4. negotiate changes in customer service

systems & improvements with somebody of
5 5 - -
suﬃcient authority to approve trial / full
implementation of the change

Implement changes in customer service 12.5 12.5 - -

PC5. organise the implementation of authorised

2.5 2.5 - -
changes

PC6. implement the changes following

2.5 2.5 - -
organisational guidelines

PC7. inform people inside and outside the

organisation who need to know of the changes 5 5 - -
being made and the reasons for them

PC8. monitor early reactions to changes and

2.5 2.5 - -
make appropriate ﬁne-tuning adjustments

Review changes that promote continuous

22.5 22.5 - -
improvement in customer service

PC9. collect and record feedback on the effects

5 5 - -
of changes

PC10. analyse and interpret feedback and share

the ﬁndings on the effects of changes with 2.5 2.5 - -
others

NSQC Approved || Retailers Association’s Skill Council of India 68

Qualiﬁcation Pack

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC11. summarise the advantages and

5 5 - -
disadvantages of the changes

PC12. use your analysis and interpretation of

changes to identify opportunities for further 5 5 - -
improvement

PC13. present these opportunities to somebody

5 5 - -
with suﬃcient authority to make them happen

NOS Total 50 50 - -

NSQC Approved || Retailers Association’s Skill Council of India 69

Qualiﬁcation Pack

National Occupational Standards (NOS) Parameters

NOS Code RAS/N0136

NOS Name To promote continuous improvement in service

Sector Retail

Sub-Sector Retail Operations

Occupation Store Operations

NSQF Level 3

Credits TBD

Version 2.0

Last Reviewed Date 25/11/2021

Next Review Date 25/11/2024

NSQC Clearance Date 25/11/2021

NSQC Approved || Retailers Association’s Skill Council of India 70

Qualiﬁcation Pack

RAS/N0137: To work effectively in a retail team

Description

This OS describes the skills and knowledge required to work effectively within and with teams across a
Retail environment

Scope

The scope covers the following :

Support the work team

Maintain personal presentation
Develop effective work habits
Review changes that promote continuous improvement in customer service

Elements and Performance Criteria

Support the work team

To be competent, the user/individual on the job must be able to:
PC1. display courteous and helpful behaviour at all times
PC2. take opportunities to enhance the level of assistance offered to colleagues
PC3. meet all reasonable requests for assistance within acceptable workplace timeframes
PC4. complete allocated tasks as required
PC5. seek assistance when difficulties arise
PC6. use questioning techniques to clarify instructions or responsibilities
PC7. identify and display a non discriminatory attitude in all contacts with customers and other
staff members
Maintain personal presentation
To be competent, the user/individual on the job must be able to:
PC8. observe appropriate dress code and presentation as required by the workplace, job role and
level of customer contact
PC9. follow personal hygiene procedures according to organisational policy and relevant
legislation
Develop effective work habits
To be competent, the user/individual on the job must be able to:
PC10. interpret, confirm and act on workplace information, instructions and procedures relevant to
the particular task
Review changes that promote continuous improvement in customer service
To be competent, the user/individual on the job must be able to:
PC11. interpret, confirm and act on legal requirements in regard to anti- discrimination, sexual
harassment and bullying
PC12. ask questions to seek and clarify workplace information
PC13. plan and organise daily work routine within the scope of the job role

NSQC Approved || Retailers Association’s Skill Council of India 71

Qualiﬁcation Pack

PC14. prioritise and complete tasks according to required timeframes

PC15. identify work and personal priorities and achieve a balance between competing priorities

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. the policies and procedures relating to the job role

KU2. the value system of the organisation
KU3. employee rights and obligations
KU4. the reporting hierarchy and escalation matrix
KU5. ask questions to identify and conﬁrm requirements
KU6. follow routine instructions through clear and direct communication
KU7. use language and concepts appropriate to cultural differences
KU8. use and interpret non-verbal communication
KU9. the scope of information or materials required within the parameters of the job role
KU10. the consequences of poor team participation on job outcomes
KU11. work health and safety requirements

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete workplace documentation accurately

GS2. read and interpret workplace documentation
GS3. read and interpret organisational policies and procedures
GS4. follow instructions accurately
GS5. use gestures or simple words to communicate where language barriers exist
GS6. use questioning to minimise misunderstandings
GS7. display courteous and helpful behaviour at all times
GS8. plan and schedule time personal management
GS9. build relationships with internal and external team members
GS10. respond to ambiguity in directions and instructions
GS11. respond to breakdown in relationships within the team
GS12. respond to breakdowns in communications with other teams

NSQC Approved || Retailers Association’s Skill Council of India 72

Qualiﬁcation Pack

Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Support the work team 22.5 22.5 - -

PC1. display courteous and helpful behaviour at

5 5 - -
all times

PC2. take opportunities to enhance the level of

2.5 2.5 - -
assistance offered to colleagues

PC3. meet all reasonable requests for

assistance within acceptable workplace 2.5 2.5 - -
timeframes

PC4. complete allocated tasks as required 2.5 2.5 - -

PC5. seek assistance when diﬃculties arise 2.5 2.5 - -

PC6. use questioning techniques to clarify

5 5 - -
instructions or responsibilities

PC7. identify and display a non discriminatory

attitude in all contacts with customers and 2.5 2.5 - -
other staff members

Maintain personal presentation 5 5 - -

PC8. observe appropriate dress code and

presentation as required by the workplace, job 2.5 2.5 - -
role and level of customer contact

PC9. follow personal hygiene procedures

according to organisational policy and relevant 2.5 2.5 - -
legislation

Develop eﬀective work habits 5 5 - -

PC10. interpret, conﬁrm and act on workplace

information, instructions and procedures 5 5 - -
relevant to the particular task

Review changes that promote continuous

17.5 17.5 - -
improvement in customer service

PC11. interpret, conﬁrm and act on legal

requirements in regard to anti- discrimination, 2.5 2.5 - -
sexual harassment and bullying

NSQC Approved || Retailers Association’s Skill Council of India 73

Qualiﬁcation Pack

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC12. ask questions to seek and clarify

5 5 - -
workplace information

PC13. plan and organise daily work routine

5 5 - -
within the scope of the job role

PC14. prioritise and complete tasks according

2.5 2.5 - -
to required timeframes

PC15. identify work and personal priorities and

achieve a balance between competing 2.5 2.5 - -
priorities

NOS Total 50 50 - -

NSQC Approved || Retailers Association’s Skill Council of India 74

Qualiﬁcation Pack

National Occupational Standards (NOS) Parameters

NOS Code RAS/N0137

NOS Name To work effectively in a retail team

Sector Retail

Sub-Sector Retail Operations

Occupation Store Operations

NSQF Level 3

Credits TBD

Version 3.0

Last Reviewed Date 25/11/2021

Next Review Date 25/11/2024

NSQC Clearance Date 25/11/2021

NSQC Approved || Retailers Association’s Skill Council of India 75

Qualiﬁcation Pack

RAS/N0138: To work effectively in an organisation

Description

This OS describes the skills and knowledge required to work effectively in an organisation

Scope

The scope covers the following :

Support effective team working

Help plan and organise own learning
Help others learn

Elements and Performance Criteria

Support eﬀective team working

To be competent, the user/individual on the job must be able to:
PC1. share work fairly with colleagues, taking account of own and others preferences, skills and
time available
PC2. make realistic commitments to colleagues and do what has been promised
PC3. let colleagues know promptly if he/she will not be able to do what has been promised and
suggest suitable alternatives
PC4. encourage and support colleagues when working conditions are difficult
PC5. encourage colleagues who are finding it difficult to work together to treat each other fairly,
politely and with respect
PC6. follow the companys health and safety procedures while working
Help plan and organise own learning
To be competent, the user/individual on the job must be able to:
PC7. discuss and agree with the right people goals that are relevant, realistic and clear
PC8. identify the knowledge and skills needed to achieve his/her goals
PC9. agree action points and deadlines that are realistic, taking account of past learning
experiences and the time and resources available for learning
PC10. regularly check his/her progress and, when necessary, change the way of working
PC11. ask for feedback on his/her progress from those in a position to give it, and use their
feedback to improve his/her performance
Help others learn
To be competent, the user/individual on the job must be able to:
PC12. encourage colleagues to ask him/her for work-related information or advice that he/she is
likely to be able to provide
PC13. notice when colleagues are having difficulty performing tasks at which you are competent,
and tactfully offer advice
PC14. give clear, accurate and relevant information and advice relating to tasks and procedures
PC15. explain and demonstrate procedures clearly, accurately and in a logical sequence

NSQC Approved || Retailers Association’s Skill Council of India 76

Qualiﬁcation Pack

PC16. encourage colleagues to ask questions if they dont understand the information and advice
given to them
PC17. give colleagues opportunities to practice new skills, and give constructive feedback
PC18. check that health, safety and security are not compromised when helping others to learn

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. teams purpose, aims and targets

KU2. responsibility for contributing to the teams success
KU3. colleagues roles and main responsibilities
KU4. the importance of sharing work fairly with colleagues
KU5. the factors that can affect own and colleagues willingness to carry out work, including skills
and existing workload
KU6. the importance of being a reliable team member
KU7. factors to take account of when making commitments, including your existing workload and
the degree to which interruptions and changes of plan are within your control
KU8. the importance of maintaining team morale, the circumstances when morale is likely to ﬂag,
and the kinds of encouragement and support that are likely to be valued by colleagues
KU9. the importance of good working relations, and techniques for removing tension between
colleagues
KU10. the importance of following the companys policies and procedures for health and safety,
including setting a good example to colleagues
KU11. who can help set goals, help plan your learning, and give you feedback about your progress
KU12. how to identify the knowledge and skills he/she will need to achieve his/her goals
KU13. how to check his/her progress
KU14. how to adjust plans as needed to meet goals
KU15. how to ask for feedback on progress
KU16. how to respond positively
KU17. how to help others to learn in the workplace
KU18. how to work out what skills and knowledge he/she can usefully share with others
KU19. health, safety and security risks that are likely to arise when people are learning on the job,
and how to reduce these risks

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. complete documentation accurately

GS2. write simple reports when required
GS3. read information accurately
GS4. read and interpret data sheets

NSQC Approved || Retailers Association’s Skill Council of India 77

Qualiﬁcation Pack

GS5. follow instructions accurately

GS6. use gestures or simple words to communicate where language barriers exist
GS7. use questioning to minimise misunderstandings
GS8. display courteous and helpful behaviour at all times
GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. plan and schedule routines
GS11. build relationships with internal and external customers
GS12. respond to breakdowns and malfunction of equipment
GS13. respond to unsafe and hazardous working conditions
GS14. respond to security breaches

NSQC Approved || Retailers Association’s Skill Council of India 78

Qualiﬁcation Pack

Assessment Criteria

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

Support eﬀective team working 15 15 - -

PC1. share work fairly with colleagues, taking

account of own and others preferences, skills 2.5 2.5 - -
and time available

PC2. make realistic commitments to colleagues

2.5 2.5 - -
and do what has been promised

PC3. let colleagues know promptly if he/she will

not be able to do what has been promised and 2.5 2.5 - -
suggest suitable alternatives

PC4. encourage and support colleagues when

2.5 2.5 - -
working conditions are diﬃcult

PC5. encourage colleagues who are ﬁnding it

diﬃcult to work together to treat each other 2.5 2.5 - -
fairly, politely and with respect

PC6. follow the companys health and safety

2.5 2.5 - -
procedures while working

Help plan and organise own learning 12.5 12.5 - -

PC7. discuss and agree with the right people

2.5 2.5 - -
goals that are relevant, realistic and clear

PC8. identify the knowledge and skills needed to

2.5 2.5 - -
achieve his/her goals

PC9. agree action points and deadlines that are

realistic, taking account of past learning
2.5 2.5 - -
experiences and the time and resources
available for learning

PC10. regularly check his/her progress and,

2.5 2.5 - -
when necessary, change the way of working

PC11. ask for feedback on his/her progress from

those in a position to give it, and use their 2.5 2.5 - -
feedback to improve his/her performance

Help others learn 22.5 22.5 - -

NSQC Approved || Retailers Association’s Skill Council of India 79

Qualiﬁcation Pack

Theory Practical Project Viva

Assessment Criteria for Outcomes
Marks Marks Marks Marks

PC12. encourage colleagues to ask him/her for

work-related information or advice that he/she is 2.5 2.5 - -
likely to be able to provide

PC13. notice when colleagues are having

diﬃculty performing tasks at which you are 2.5 2.5 - -
competent, and tactfully offer advice

PC14. give clear, accurate and relevant

information and advice relating to tasks and 5 5 - -
procedures

PC15. explain and demonstrate procedures

2.5 2.5 - -
clearly, accurately and in a logical sequence

PC16. encourage colleagues to ask questions if

they dont understand the information and 2.5 2.5 - -
advice given to them

PC17. give colleagues opportunities to practice

2.5 2.5 - -
new skills, and give constructive feedback

PC18. check that health, safety and security are

5 5 - -
not compromised when helping others to learn

NOS Total 50 50 - -

NSQC Approved || Retailers Association’s Skill Council of India 80

Qualiﬁcation Pack

National Occupational Standards (NOS) Parameters

NOS Code RAS/N0138

NOS Name To work effectively in an organisation

Sector Retail

Sub-Sector Retail Operations

Occupation Store Operations

NSQF Level 3

Credits TBD

Version 4.0

Last Reviewed Date 25/11/2021

Next Review Date 25/11/2024

NSQC Clearance Date 25/11/2021

Assessment Guidelines and Assessment Weightage

Assessment Guidelines

1. Criteria for assessment for each Qualiﬁcation Pack will be created by the Sector Skill Council.

2. Each Element/ Performance Criteria (PC) will be assigned marks proportional to its importance in NOS.

3. SSC will lay down proportion of marks for Theory and Skills Practical for each Element/ PC.

4. The assessments will be conducted as per the assessment blueprint and centralised question bank of
the SSC released from time to time

5. The assessment for the theory and practicals will be conducted online on a digital assessment platform
with comprehensive auditable trails

6. Assessment will be conducted for all compulsory NOS, and where applicable, on the selected
elective/option NOS/set of NOS.

7. To pass the Qualiﬁcation Pack assessment, every trainee should score a minimum aggregate passing
percentage recommended at QP Level

8. In case of unsuccessful completion, the trainee may seek reassessment on the Qualiﬁcation Pack

NSQC Approved || Retailers Association’s Skill Council of India 81

Qualiﬁcation Pack

Minimum Aggregate Passing % at QP Level : 50

(Please note: Every Trainee should score a minimum aggregate passing percentage as speciﬁed above, to
successfully clear the Qualiﬁcation Pack assessment.)

Assessment Weightage

Compulsory NOS

National Occupational Theory Practical Project Viva Total

Weightage
Standards Marks Marks Marks Marks Marks

RAS/N0114.To process
credit applications for 50 50 - - 100 4
purchases

RAS/N0120.To help keep

50 50 - - 100 4
the store secure

RAS/N0122.To help
50 50 - - 100 4
maintain health and safety

RAS/N0125.To
demonstrate products to 50 50 - - 100 6
customers

RAS/N0126.To help
customers choose right 50 50 - - 100 8
products

RAS/N0127.To provide
specialist support to
50 50 - - 100 8
customers facilitating
purchases

RAS/N0128.To maximise
50 50 - - 100 8
sales of goods & services

RAS/N0129.To provide
personalised sales & post- 50 50 - - 100 8
sales service support

RAS/N0130.To create a
positive image of self &
50 50 - - 100 8
organisation in the
customer's mind

NSQC Approved || Retailers Association’s Skill Council of India 82

Qualiﬁcation Pack

National Occupational Theory Practical Project Viva Total

Weightage
Standards Marks Marks Marks Marks Marks

RAS/N0132.To resolve
50 50 - - 100 8
customer concerns

RAS/N0133.To organise
the delivery of reliable 50 50 - - 100 6
service

RAS/N0134.To improve
50 50 - - 100 8
customer relationship

RAS/N0135.To monitor
and solve service 50 50 - - 100 6
concerns

RAS/N0136.To promote
continuous improvement 50 50 - - 100 6
in service

RAS/N0137.To work
50 50 - - 100 4
effectively in a retail team

RAS/N0138.To work
effectively in an 50 50 - - 100 4
organisation

Total 800 800 - - 1600 100

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Qualiﬁcation Pack

Acronyms

NOS National Occupational Standard(s)

NSQF National Skills Qualiﬁcations Framework

QP Qualiﬁcations Pack

TVET Technical and Vocational Education and Training

NSQC Approved || Retailers Association’s Skill Council of India 84

Qualiﬁcation Pack

Glossary

Sector is a conglomeration of different business operations having

similar business and interests. It may also be deﬁned as a distinct
Sector
subset of the economy whose components share similar characteristics
and interests.

Sub-sector is derived from a further breakdown based on the

Sub-sector
characteristics and interests of its components.

Occupation is a set of job roles, which perform similar/ related set of

Occupation
functions in an industry.

Job role deﬁnes a unique set of functions that together form a unique
Job role
employment opportunity in an organisation.

OS specify the standards of performance an individual must achieve

when carrying out a function in the workplace, together with the
Occupational
Knowledge and Understanding (KU) they need to meet that standard
Standards (OS)
consistently. Occupational Standards are applicable both in the Indian
and global contexts.

Performance Criteria Performance Criteria (PC) are statements that together specify the
(PC) standard of performance required when carrying out a task.

National
NOS are occupational standards which apply uniquely in the Indian
Occupational
context.
Standards (NOS)

QP comprises the set of OS, together with the educational, training and
Qualiﬁcations Pack
other criteria required to perform a job role. A QP is assigned a unique
(QP)
qualiﬁcations pack code.

Unit code is a unique identiﬁer for an Occupational Standard, which is

Unit Code
denoted by an ‘N’

Unit title gives a clear overall statement about what the incumbent
Unit Title
should be able to do.

Description gives a short summary of the unit content. This would be

Description helpful to anyone searching on a database to verify that this is the
appropriate OS they are looking for.

Scope is a set of statements specifying the range of variables that an

Scope individual may have to deal with in carrying out the function which have
a critical impact on quality of performance required.

NSQC Approved || Retailers Association’s Skill Council of India 85

Qualiﬁcation Pack

Knowledge and Understanding (KU) are statements which together

Knowledge and specify the technical, generic, professional and organisational speciﬁc
Understanding (KU) knowledge that an individual needs in order to perform to the required
standard.

Organisational context includes the way the organisation is structured

Organisational
and how it operates, including the extent of operative knowledge
Context
managers have of their relevant areas of responsibility.

Technical knowledge is the speciﬁc knowledge needed to accomplish

Technical Knowledge
speciﬁc designated responsibilities.

Core skills or Generic Skills (GS) are a group of skills that are the key to
learning and working in today’s world. These skills are typically needed
Core Skills/ Generic
in any work environment in today’s world. These skills are typically
Skills (GS)
needed in any work environment. In the context of the OS, these include
communication related skills that are applicable to most job roles.

Electives are NOS/set of NOS that are identiﬁed by the sector as

contributive to specialization in a job role. There may be multiple
Electives
electives within a QP for each specialized job role. Trainees must select
at least one elective for the successful completion of a QP with Electives.

Options are NOS/set of NOS that are identiﬁed by the sector as

Options additional skills. There may be multiple options within a QP. It is not
mandatory to select any of the options to complete a QP with Options.

NSQC Approved || Retailers Association’s Skill Council of India 86

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