Institute of Management Sciences

University of Lucknow
Proposed Course Structure
BBA (Retail)
(A Three-Year Degree Apprenticeship Program)

<<Applicable for Colleges where the apprenticeship is

provided during IV AND OR V and VI Semester>>
(To be effective from the session 2023-24)
 Program Overview
India is going to have the largest working age population in the world by 2030, but gainful employment for general
stream students is a major challenge. Improving the employability of these students requires a new vision with
curricula support for employment. Apprenticeship has a prominent role to play in equipping students across higher
education, with industry relevant skills. This is one of the most effective ways to develop skilled manpower for the
country. It provides industry based, practice oriented and outcome-based learning, enabling students to demonstrate
professional abilities for potential employment and growth.

BBA in Retail is an Undergraduate three-year undergraduate apprenticeship embedded program designed by Retailers
Association’s Skill Council of India (RASCI) consisting of six semesters which is modified by Institute of
Management Sciences, University of Lucknow. It has been modified for the purpose of creating uniformity and
alignment of credit system between University and RASCI syllabus.

The program is a judicious mix of professional education in the form of apprenticeship along with general and Retail
operations management education on the principles of dual learning methodology. BBA in Retail Operations is an
Apprenticeship Embedded Degree Programme (AEDP) curated in consultation with experts from Industry and
Academia. The curriculum is dovetailed with the general management subjects taught under any undergraduate
management programme whilst necessary skill training that is required to perform supervisory role in Modern Retail
Store Operations is embedded in the form of apprenticeship/ on-the-job training (OJT). On The Job training will be
delivered in the live retail business environments under the guidance, training and coaching from the managers of
various Retail Industry Partners of RASCI. Thereby, the AEDP programme is designed to achieve hybrid outcomes to
pave a well guided path for a fresh graduate to obtain supervisory position after completion of the three-year degree
programme whilst fast tracking her/ his career progression.
 Programme Objective

This course provides the student with a comprehensive view of retailing, an analysis of the retail
environment and exposure to issues and developments in the industry. Retailing is changing today, and the
successful business will know how to identify, adapt, and plan with these changes. The course is aimed at
developing the skills of students in the finer aspects of Retail brands and business. Hands-on exposure
through Retail Lab and software shall give the students a cutting edge in the industry.

Course Specific Objective:

PSO1: The main objective for the curriculum is to provide the learner with an overview of the retail
industry, concepts and processes.

PSO2: To familiarize students with the decisions involved in running a retail firm and the concepts and
principles for making those decisions.

PSO3: To instill in the students the importance of ethical and accountable behaviour for a Retail Manager
and to help them understand the implications for the society at large.

PSO4: The program proposes to make students industry ready and to develop in them acumen of
understanding retail trends and environment.

PSO5: The course curriculum focuses on practical exposure for students to enable them ready for rapidly
changing retail industry technological environment.
 BBA RETAIL
BATCH (2023-
2024)
SCHEME OF INSTRUCTION FOR BBA (Retail Operations)

I YEAR

SEMESTER – I

Course Course Title HPW Credits Duration of Maximum

Code Examination Marks
DSC 101 Introduction to Retail 4 4 3 Hrs 75 U + 25 I
Operations
DSC 102 In Store Cashiering and 4 4 3 Hrs 75 U + 25 I
Merchandising Operations– I
DSC 103 Business Communication Skill 4 4 3 Hrs 75 U + 25 I
DSC 104 Retail Business Environment 4 4 3 Hrs 75 U + 25 I
DSC 105 In Store Cashiering and Merchandising 4 4 3 Hrs 75 U + 25 I
Operations– II
ELS 1 Communicative English 4 4 3 Hrs 75 U + 25 I
24 24
AA* Apprenticeship Assessment conduct by Industry
SK* Skill Test conduct by college

SEMESTER – II

Course Course Title HPW Credits Duration of Maximum

Code Examination Marks
DSC 201 Managerial Economics 4 4 3 Hrs 75 U + 25 I
DSC 202 Sales Management 4 4 3 Hrs 75 U + 25 I
DSC 203 Customer Relationship Management 4 4 3 Hrs 75 U + 25 I
DSC 204 Fundamentals of Financial & Cost 4 4 3 Hrs 75 U + 25 I
Accounting
DSE 205 Store Operations Management 4 4 3 Hrs 75 U + 25 I
ELS 2 Corporate Communication 4 4 3 Hrs 75 U + 25 I
24 24
AA* Apprenticeship Assessment conduct by Industry
SK* Skill Test conduct by college
 YEAR II

SEMESTER – III

Course Course Title HPW Credits Duration of Maximum

Code Examination Marks
DSC 301 Enterprise Resource Planning(ERP) 4 4 3 Hrs 75 U + 25 I
DSC 302 FMCG/FMCD Sales&Distribution 4 4 3 Hrs 75 U + 25 I
DSC 303 Non-Store Retailing 4 4 3 Hrs 75 U + 25 I
DSE 304 Logistics and Supply Chain 4 4 3 Hrs 75 U + 25 I
Management
DSE 305 Team Management –I 4 4 3 Hrs 75 U + 25 I
DSE 306 Team Management – II 4 4 3 Hrs 75 U + 25 I
Project work:
OJT-301 Distributor Salesman-Project Work - 1 Grade
(30 Hours) (RAS/Q0604)
OJT-302 Seller Activation Executive(30 - 1 Grade
Hours Project work)
RAS/Q0105)
24 26
AA* Apprenticeship Assessment conduct by Industry
SK* Skill Test conduct by college

SEMESTER – IV

Course Course Title HPW Credits Duration of Maximum Marks

Code Examination
Apprenticeship-IV
OJT-401 Retail trainee Associate (540 Hours) 23 10 3 Hrs 75 AA*+
(RAS/Q0103) 25 SK*
OJT-402 Retail Cashier (540 Hours) 22 10 3 Hrs 75 AA*+
(RAS/Q0102) 25 SK*
45 20
AA* Apprenticeship Assessment conduct by Industry
SK* Skill Test conduct by College
 YEAR III

SEMESTER – V

Course Code Course Title HPW Credits Duration of Maximum

Examination Marks
Apprenticeship- V
OJT-501 Retail Sales Associate (RAS/Q0104) 45 20 3Hrs 75 AA*+
(1080 Hours) 25 SK*
45 20
AA* Apprenticeship Assessment conduct by Industry
SK* Skill Test conduct by College

SEMESTER – VI

Course Course Title HPW Credits Duration of Maximum

Code Examination Marks
Apprenticeship-VI
OJT-601 Retail Team Leader- (RAS/Q0105) 54 26 1 ½ Hrs 75*+
(1440 Hours) 25 SK*
54 26
AA* Apprenticeship Assessment conduct by Industry
SK* Skill Test conduct by College

ELS: English Language Skill; DSC: Discipline Specific Course; DSE: Discipline Specific Elective;T:
Theory; P: Practical; L: Lab; I: Internal Exam; U: University Exam; PR: Project Report; CV: Viva-Voce
Examination.
 PROPOSED SCHEME FOR CHOICE BASED CREDIT SYSTEMS(CBCS) IN
BBA RETAIL PROGRAMME

Sl.No Course Category No. of Credits Credits

Courses Per
Course
1 Discipline Specific Core- 12 4 48
DSC
2 ELS (English Language 2 4 8
Skills)
3 Discipline Specific 4 4 16
Elective (DSE)
Course
4 OJT 4 (10X2) + (20X1) + 66
(26X1)
5 OJT Project 2 1 2
Total 140

Note:

1. IT related contents/lab will be evaluated through a internal/practical exam.

2. At the end of third year there will be a comprehensive viva-voce on all subjects studied &
project undertaken during sixth semester and evaluation of project report.
3. Grades are awarded to both the project viva-voce and project report as per University
Norms.
4. Colleges are instructed to have tutorial/ practical for every subject through group/individual student
presentations, assignments, mini projects etc. and make the curriculum more student centric as per the latest
guidelines of UGC.
Semester–I

8
 DSC 101- Introduction To Retail Operations

Credits: 4 Subject Code: DSC 101

Hours: 40
Sr. No. Course Objectives
1 To recognise the structure & functioning of retail sector.
2 To evaluate the process of retail stores operations.
3 To infer the processes associated with retail store practices.
Sr. No. Course Outcome
1 The students will be able to comprehend the process, procedures of Retail Sector.
2 The students will be able to relate the systems & protocols of retail stores operations.
3 The students will be able to deconstruct the procedures of retail store practices.

Unit 1 Introduction to Retail & Product Displays:

Retail -Traditional and Modern Retail in India - Retail Formats - Modern Retailing, organogram of a Modern
Retail organisation under all sub-sectors of retail - Retail Supply Chain, setting up Product Displays: -
Displaying Products on the Shelf - Labelling the product displays

Unit II Preparing Products for Sale & Customer Assistance

Different Store layouts - Grid, Angular, Racetrack, Free Flow etc., Fixtures Used in Preparing Products for
Sale -Maintenance and Usage of Fixtures - Planogram - Putting Products for Sale - Putting Products
Together for Sale Customer Assistance: Qualities Required of a Trainee Associate and Various Customer
Styles
Unit III Resolving Customer Complaints& Promoting Loyalty Memberships
Customer Complaint Handling Process - Modes and Sources of Customer Complaints

Promoting Loyalty Memberships: Loyalty Scheme Basics - Building Loyalty Memberships

Unit-IV Maintaining Store Security

The various types of security risks at the store - Identify and report the security risks to the
concerned higher authorities - appropriate methods to handle the security risks that fall within
the purview of self-authority - -the impact of not following statutory guidelines with respect to
store safety and security.

Types of security risk that can arise in your workplace -the authority and responsibility while
dealing with security risks, including legal rights and duties - the approved procedure and
techniques for protecting personal safety when security risks arise

Reference Book:
1. Introduction of Retail operations by RASCI publication
2. In store cashier and Merchandising by RASCI publication
3. Bajaj C, Tuli R. Shrivastava N.V. (2010) Retail Management, Oxford University Press.
4. K.V.S. Madaan, (2009) Fundamental of Retailing, Tata MC Graw Hill.
5. Michael Levy, Barton Weitz, AjayPandit (2017) Retailing Management, Tata McGraw Hill.
6. Piyush Kumar Sinha and Dwarika Prasad Uniyal (2018) Managing Retailing 3rd edition, Oxford University
Press (OUP)

9
 DSC 102- In Store Cashiering & Merchandising Operations – I
Credits: 4 Subject Code:
Hours: 40
Sr. No. Course Objectives
1 To comprehend the sales & marketing practices at retail stores.
2 To identify the system associated with stock management.
3 To interpret the process of merchandising & other auxiliary functions.
Sr. No. Couse Outcomes
1 The Learners will be able to demonstrate prompt practices at retail stores.
2 The learners will be able to assimilate the knowledge into practice of maintaining,
inventory, warehousing, etc.
3 The Learners will be able to demonstrate practical knowledge associated with Visual
Merchandising.

Unit-I Service Cash Point/POS

Cash Points/POS- Purpose of POS- Cash points POS set up-Counterfeit payments-
Different types of credit and debit cards that are accepted in the stores - Process of
handling credit and debit card transactions -Process of handling other cash equivalents,
discounts, refunds, fractions and currency conversions - Procedure of authorizing
payments -Cash point security procedures -Process of resolving the problems that can
occur in routine cash point operations and transactions -Procedures of handling customers
and complaints at the POS.
Meaning of age restricted products - Policies and procedures to be followed while selling
age restricted products - Policies and procedures for refusing sale of age-restricted
products- Documents that can be accepted as proof of age -Impact of not collecting
prescribed proof
of age - Impact of selling age restricted products to under-aged customer
Unit-II Processing Customer Orders and Exchanges
Procedures of processing customer orders - Identify and resolve problems while processing
customer orders - - the importance of protecting confidentiality of the customer information - -
procedures for validating customer credit limits - Process part exchange of goods/ products for the
customers- Processing Part Exchange Sale Transactions: Need for a Customer to Part Exchange the
Products Need for a customer to part exchange the products- Terms and conditions of sale for items
that the store exchanges -Process of checking ownership of the items produced for part
exchange • Consequences of not checking the ownership of the items.
Unit-III Processing Customer Payments and Goods Return
Procedures for processing cash and credit transactions - the impact of statutory guidelines and
obligations of a retailer in relation to credits - Resolve customer concerns related to pricing of
products
- the procedures to accept and record the product/ goods returned by the customers.
The need to process cash and credit transactions - the risks to the company of offering credit to
customers - company guidelines for setting customer credit limits - the process of checking customer
accounts effectively - - the process to identify overdue payments and customers who have gone over
their credit limits.
The reasons customers might have for returning goods - the need to process returned goods - the
policies and procedures for replacements and refunds, including proof of purchase - authority of the
cashier to agree to replacements and refunds - the charges that apply to the customers if company is
not at fault - the steps involved in processing returns of goods - the process to find the replacement
goods.
Unit-IV Health and Safety in Retail Sector
Identify the importance of health and safety in the store - the safety risks, hazards and the accidents
that occur in the store - e the safety practices followed in the store - - the importance of
housekeeping
10
- the procedures for dealing with emergencies.

11
Reference Books:
1. Introduction of Retail operations by RASCI publication
2. In store cashier and Merchandising by RASCI publication
3. Swati Bhalla & Anuraag Singha , Visual Merchandising
4. Robert Colborne,Visual Merchandising: The Business of Merchandise Presentation
5. Paul J. Russell, Field Visual Merchandising Strategy: Developing a National In-store Strategy Using
a Merchandising Service Organization

12
 DSC 103- Business Communication Skill
Credits: 4 Subject Code:
Hours: 40
Sr. No. Couse Objectives
1 To make the learners competent better employment opportunity & also acquire self
employment skill.
2 To augment professional skills for the betterment of smooth communication at the
workplace.
3 To explain various aspects of effective communication by emphasizing on the concept
& theories of communication.
Sr. No. Course Outcomes
1 The learner will be able to apply communication skills with proficiency.
2 The learners will be well equipping with effective communication skills within a
professional skill.
3 The learners will be able to understand various nuances of communication to a greater
extent.

Unit-1 Effective Communication

Principles of effective communication- the reasons for barriers in communication- the solutions
to typical communication barriers- the importance of effective listening skills- elements of
effective verbal communication skills - when asking questions, providing and receiving
information.
Unit-1I Professional Skills
The need for professional Skills-the elements of professional skills required at the workplace-
features and benefits of the elements of professional skills- the methods to practice the
professional skills at workplace-Decision Making-Critical thinking- Interpersonal Skills-
Personal presentation and grooming etiquettes- the importance / significance of communication
skills in personal andprofessional life.
Unit-1II Introduction to Business Communication Skills
The need for business communication- the methods to practice Business communication skills
at theworkplace.
Writing Skills – Resume & job application writing, email writing, letters of
communication to different stakeholders / inter departments, preparing proposals and
quotations, raising complaints, replies to complaints.
Unit-1V Meetings & Report Writing
Meetings – Plan, Prepare, Organise, Conduct & Report. (Online &Physical
meetings)
Report writing - business reports, project reports-Reading Skills: -Report Reading - analyze
business reports, proposals-Oral Communication - one to one, one to many, delivering business
presentations.
Reference Books:

1. Shwom, B., & Snyder, L. G. (2016). Business communication: Polishing your professional presence
(3rd ed.). Boston: Pearson
2. Business Communication, Raman – Prakash, Oxford
3. The Oxford Handbook of Commercial Correspondence, Ashley A, Oxford Business Communication
for Managers: An Advanced Approach, Penrose, Thomson
4. Business Communication, Krizan, Thomson, 5. Understanding Human Communication, 9/e, Adler
R Oxford

13
 DSC 104 -Retail Business Environment

Credits: 4 Subject Code:

Hours: 40

Sr. No. Couse Objectives

1 To help the learners interpret various business environments.
2 To apply the various regulatory framework.
3 To interpret the various sales & marketing aspects of managing retail.
Sr. No. Couse Outcomes
1 The learners will be able to comprehend know how of the business environment.
2 The learner will be able to operate the framework for effective retailing.
3 The learner will be able to predict various sales & marketing strategy for retail.

Unit-I Introduction to Business Environment

Nature and Significance of Business Environment-Types of Business Environment
Environmental Analysis–Process, Importance and Limitations-Environmental Factors affecting
Business Decisions-Techniques of Environmental analysis- SWOC / SWOT, PESTLE,
QUEST-Business organisations and their goals. Retail Marketing Environment in India.
Unit-II Retail sector in India
Retail sector in India: Evolution of retail-Factors leading to growth of retail in India
-Role of International retailing and international players in retail sector-FDI and its impact on
retail sector-Organized & Unorganized retail.
Unit-III Sub sectors of retail
Brick Mortar Stores-FMCG / D sales & Distribution-E-Commerce / E-retailing-Direct sales-
Features of B2B and B2C business models in Retail sector with examples
Unit-IV Retail Sales & Marketing
Meaning of marketing & sales-Meaning and concepts of Sales and Marketing - Production
concept, Selling-concept, Societal, Marketing concept.
Selling Vs marketing, Marketing Mix,-4 Ps of Marketing-the various functions of marketing &
sales & in a Retail organization and the store-Introduction, Target Market & market
segmentation-Gauging Growth Opportunities-Building a Sustainable Competitive
Advantage,

Reference Books:

1. Bajaj, Tuli and Srivastava, Retail Management, New Delhi: Oxford University Press
2. Gibson G. Vedamani, Retail Management, Mumbai: Jaico Publishing House
3. Lewison, D. M. and Delozier, W. M., Retailing, Columbus: Merrill Publishing Co.
4. Newman, A. & Cullen, P., Retailing: Environment and Operations, 9th Indian Reprint 2011,
Cengage Learning.
5. Ogden, J.R. and Ogden, D.T, Integrated Retail Management, 1st Edition 2008, Bizantra.
6. Pradhan, S, Retailing Management, 2nd Edition 2007, Tata McGraw Hill.
7. S. L. Gupta & Arun Mittal, International Retailing

14
 DSC 105 - In Store Cashiering & Merchandising Operations – II

Credits: 4 Subject Code:

Hours: 40
Sr. No. Course Objectives
1 To be able to identify the basics of POS.
2 To demonstrate planograms at retail stores.
3 To distinguish the organizing the POS.
Sr. No. Course Outcomes
1 The learners will be able to understand the basics of POS.
2 The learners will be able to distinguish the mechanism of defining products in a retail store.
3 The learners will be able to analyse & interpret various activities linked to sales management.

Unit-1 Visual Merchandising

Introduction to Visual Merchandising - Introduction to visual merchandising displays -
Planning visual merchandising displays - Role of design brief - Principles to set up visual
merchandising displays - Dressing up visual merchandising displays - Health and safety in
displays
Unit-2 Creating Positive Image of Self and Organisation in the Minds of Customers
The importance of creating a positive image in the minds of the customers - Explain the
importance of establishing - Discuss the need to communicate accurate information to the
customers - how to respond appropriately to the customers
Unit-3 Working Effectively in a Team
The importance of working effectively in the team - the importance of information,
instructions and documentation in retail workplace - the importance of effective work habits
- the required etiquette of the workplace - the significance of a positive attitude at the
workplace
joining Employability & Entrepreneurship Skills
Personal Strengths & Value Systems -Digital Literacy: A Recap - Money Matters -
Preparing for Employment & Self Employment -- Understanding Entrepreneurship -
Preparing to be an entrepreneur.

Reference Books:

1. Introduction of Retail operations by RASCI publication

2. In store cashier and Merchandising by RASCI publication
3. Berman B. Evans J. R., (2004), Retail Management, 9th Edition, Pearson Education Berman, Barry.
Evans, Joel R. Mahaffey Tom (2005). Retail Management: A Strategic Approach, Pearson
Education
4. Gopal, R. Manjrekar, Pradip (2010), Retail Management, Excel Books, New Delhi Notes
5. Iyer, B. Sriram (2011). Retail Store Operations, Tata Mc Graw Hill
6. Levy IM. and Weitz B.A., (2004), Retailing Management, 5th ed. Tata McGraw Hill
7. Levy, Michale & Barton, Weitz, A (2003), Retailing Management, Tata Mc Graw
8. Hill. 3rd ed.
9. Menon, K. S., (2006), Stores Management, 2nd Ed. Macmillan India
10. Sivakumar, A., (2007), Retail Marketing, Excel Books, New Delhi

15
 ELS 1 - Communicative English
Credits: 4 Subject Code:
Hours: 40
Sr. No. Course Objectives
1 The course is designed to meet the English conversational proficiency needs of individuals.
2 To demonstrate products at retail stores for customers.
3 To distinguish the English language terms at POS.
Sr. No. Course Outcomes
1 The learners will be able to understand the basics of English Language.
2 The learners will be able to demonstrate professionalism in a retail store.

Unit-1
Practice of conversation covering every day activities, functional grammar – Subject, Verb, Noun,
Adjectives, Tenses, Sentences, Articles, Prepositions.
Unit-2
Vocabulary – extend vocabulary, Phrases, Idioms, Improve reading skills – sounds, stress intonation,
rhythm voice quality, develop listening comprehension, develop soft skills – interpersonal skills,
ability to handle diverse roles, Role Play & body language.
Unit-3
Conference briefing, addressing seminar, group discussion, compeering, reading comprehension e.g.
editorials, book reviews, articles, advertisements and fine prints, letter writing notices, invitations &
resumes, report writing and presentation, function as mentors & be creative in organising
programmes.
Unit 4
Public speaking, presentation, mock interviews, picture reading, e-mailing. Reading - to analyze
grammatical error, paragraph writing letter writing, précis writing, job application, resume (for content
appraisal), Learning Approach – interactive learning process with emphasis on participation, evaluation
and feedback.

Reference Books:

1. Wren and Martin : English Grammar and Composition

2. John C. Maxwell, Jim Dornan : Becoming a person of Influence
3. Ken Blanchard : Empowerment Takes More than a Minute
4. Zig Ziglar : You Can Reach the Top
5. Hello English : Orient Longman
6. English is Easy : Orient Longman
7. Dale Carnegie : How to develop Self- Confidence & Influence People by Public
Speaking
8. Speak English Audiocassettes & student’s books – Orient Longman

16
Semester–II

17
 DSC 201 Managerial Economics
Credits: 4 Subject Code:
Hours: 40

Sr. No. Course Objectives

1 To understand the concepts and applications of Managerial Economics.
2 To interpret the cost dimensions in a business venture.
3 To recognise the role of pricing in markets and market structures.
Sr. No. Course Outcomes
1 The learners will be able to understand the role of managerial economist in a firm.
2 The learners will be able to apply the knowledge of costing in decision making.
3 The learners will be able to identify and analyse market practices and process in real
life.

Unit-I Introduction to Managerial Economics

The concepts and application of managerial Economics-Meaning, Nature-Scope, relationship
with other sciences & its Significance.
Economics applied to Business Decisions, Theory of firm & industry Demand Analysis –
Law of demand, determinants of demand, demand curve, consumer surplus, Elasticity of
demand & Demand forecasting.
Unit-II Elements of Costs
Elements of Cost-Average, Marginal & total cost, Basic cost Curves-Relation between
production & cost, Break Even Analysis – Break Even point-Managerial use of B.E.P. and its
limitation-
Factors influencing P/V decisions.
Unit-III Elements of Pricing
The elements of pricing, profit planning & Management-Price output decisions, classification
of Markets-Structures and their making features, Pricing under Perfect Competition and
Monopoly. Profit Planning & Management – Types of Profit, some concepts related to profit,
factors determining, profit in short- & long-term Dynamics of surplus, Theory & residual
claimant
theory of Profit.

Reference Books:
1. Managerial Economics-A Problem Solving Approach, Luke M. Froeb, Brian T. McCann, Michael
R. Ward, and Mikhael Shor
2. Managerial Economics and Business Strategy, Michael Baye and Jeff Prince
3. Managerial Economics: Craig H Peterson and Jain, Pearson education
4. Managerial Economics: Vanith Agrawal, Pearson Education

18
 DSC 202 Sales Management
Credits: 4 Subject Code:
Hours: 40

Sr. No. Course Objectives

1 To understand the concept of managing retail sales and planning for effective sales management
2 To perform Retail Sales process by demonstrating specialist products to the customers
3 To understand the importance of personalized Sales & Post sales Service
4 To identify promotional opportunities and estimate their potential to increase sales.
Sr. No. Course Outcomes
1 The learner will be able to identify the customer's preferences and buying decisions when
making sales.
2 The learner will be able to apply sales techniques to suggest suitable products to customers.
3 The learner will be able to Demonstrate specialist products to customers.
4 The learner will be able to provide personalized sales and post sales service in retail store
5 The learner will be able to identify opportunities to increase sales of products

Unit-I Retail Sales Planning

Importance of planning, organizing schedules, significance of goal setting to achieve sales
objectives, components of retail mathematics & its impact on profit & loss, elements of buying
cycle for the customer, importance of product knowledge, features and benefits of products.

Unit-II Retail Sales Management

Basics of category management, rudiments of retail department management, retail sales
process, demonstration of products & specialist products, proposing solutions by using FABING
techniques, how to propose appropriate solutions / alternative products & handling customer
objections, closing sale.

Unit-III Managing Sales

Upselling & Cross Selling and its impact on sales revenues, personalized sales & post sales
service, process of sales on credit and credit application process management, managing sales
promotions in retail stores

Reference Books

1. Levy, Michael, &Barton Weitz. Retailing Management. McGrawHill Education.

2. Berman, Barry, Joel R Evans &Ritu Srivastava. Retail Management: A Strategic Approach.
Pearson Education.
3. Retail Operations - Dr. Satendar Singh
4. Retail Management | Fifth Edition | By Pearson authored by Dr. Gibson Vedamani
5. Hammond, Richard.Smart Retail: Winning ideas and strategies from the most successful retailers in
the world. Pearson Education.
6. Singh, Harjit. Retail Management - A Global Perspective: Text and Cases. S. Chand

19
 DSC 203 Customer Relationship Management
Credits: 4 Subject Code:
Hours: 40

Sr. No. Course Objectives

1 To understand the concepts of CRM.
2 To identify the elements of CRM.
3 To understand the process and practices of customer services.
Sr. No. Course Outcomes
1 The learners will be able to understand the role of Customer Relationship Management.
2 The learners will be able to describe the elements of CRM.
3 The learner will be able to manage customer engagement by providing customer service in B2B
retail environment
4 The learners will be able to handle customer service concerns and efficiently resolve them to
the satisfaction of the customers.

Unit-I Introduction to CRM

Characteristics of customer touch points at the store and their significance wrt Sales
and Customer Service, how to identify customer needs and buying behavior, benefits of
Customer Relationship Management (CRM) and its implication on Business,
Components of CRM, Role of CRM in marketing and sales, Principles of CRM, Customer
Relationship Management Strategies, Impact of CRM on business revenues

Unit-II Elements of CRM

Elements of customer service management (Types of customers, complaint handling &
resolution, delivery of reliable service, process for continuous improvement,
significance of teamwork in meeting the expectations of customers, CRM systems and
their uses.)
Unit-III Customer Services
processes and practices of customer engagement, providing customer service in B2B
retail environment, how to handle customer service concerns, best practices followed
in resolving customer complaints, decision-making processes in addressing customer
service problem, addressing customer grievances, Customer Redressal System &
strategies

Reference Books

1. Consumer Behaviour: The Indian Context (Concepts and Cases) | Second Edition | By Pearson –
S Ramesh Kumar
2. Retail Supply Chain Management (Series on Resource Management) - James B. Ayers (Author),
Mary Ann Odegaard (Author)
3. e-Retailing Principles and Practice – Himalaya Publishing - by D. P. Sharma
4. Retail Marketing in the Modern Age - Prashant Chaudhary

20
 DSC 204 Fundamentals of Financial & Cost
Accounting
Credits: 4 Subject Code:
Hours: 40

Sr. No. Course Objectives

1 To understand the basic concept of accounting practices in retail organization.
2 To recognize the role of cost accountancy and cost management in retail store operations
3 To describe the common practices of accounting in a department of a business organisation
Sr. No. Course Outcomes
1 The learners will be able to understand basic accounting practices followed in retail
environment.
2 The learners will be able to classify cost accountancy and cost management in retail store
operations.
3 The learner will be able to perform accounting practices in retail store operations.

Unit-I Introduction to Financial Accounting

Basic accounting practices in retail organisations – meaning, definition, objectives, scope,
basic, terms, accounting principles in retail business, branches of accounting

uses & limitations of Accounting, Concepts & Conventions, Statements of Final Accounts
in retail – Meaning, need & objectives, types of Trading Account – Meaning & need, Profit
& loss Account – meaning & Need, Balance Sheet- Meaning &need *

Meaning of final accounts with adjustment entry, Impact of profit & loss account and
balance sheet on business goals of the organisation, markup & mark down practices in
retail, impact of mark up and mark down on financial accounting & profits *

Unit-II Accounting Practices

Common practices of accounting in a department of a business organisation,
Departmental accounting and role of Accountants, Basis of Allocation of Expenses and
Incomes / Receipts, Inter Departmental Transfer: At Cost Price and Invoice Price, Stock
Reserve, Departmental Trading and Profit and Loss Account and Balance Sheet

Unit-III Cost Accounting

Role of cost accountancy and cost management in retail storeoperations, Definitions:
Cost, Costing and Cost Accounting, Classification of Cost on different bases, cost Allocation
and Apportionment, Cost management, Cost control.

Reference Books:

1. Basics of Accounting – Jain & Narang

2. Basics of Accounting – T. S. Grewal

21
 DSE 205 Store Operations Management
Credits: 4 Subject Code:
Hours: 40
Sr. No. Course Objectives
1 To understand the concept of Inventory management.
2 To organise and manage visual merchandising displays at the retail store.
3 To organise and ensure availability of products for sale on the sales floor
Sr. No. Course Outcomes
1 The learners will be able to importance of inventory management
2 The learners will be able to explain the process of managing product displays & visual
merchandising displays.
3 The learners will be able to explain the importance of ensuring availability of products on the
sales floor always.
Unit-I Inventory Management
Inventory management and its impact on profit margins, features of valuation of
Inventories (Stock), Meaning, Definition, Applicability, Valuation of Inventory (FIFO,
WAM), disclosure in Final Account, explanation with Illustrations, process of stock
management on
the sales floor
Unit-II Product Display
Elements in creating an attractive product display, methods of selecting appropriate
products to suit the display types, positioning the product labels appropriately while
conforming to the legal and operational standards, legal requirements for labeling the
products on the shelf, standards of the product display throughout on the shelf, role of
Visual merchandising displays in marketing, promotional and sales campaigns, principles
of visual merchandising, design brief, role of design brief in creating a Visual
merchandising display, merchandiser or buyer consultations for finalization of
merchandise and props, potential places to put the display, role of light, colour, texture,
shape, and dimension in
VM.
Unit-III Sales Floor Product Management
Importance of vendor and supplier relationship management, guiding the staff to display
the goods for sale, modifying or changing the product displays, organisational procedures
for displaying products and aligned records, staff briefing for involvement, legal
requirements for displaying descriptions and prices of goods, organisation’s standards for
putting displays together including standards for cleaning and preparation of shelf,
security, health and safety requirements and procedures relating to displaying goods, lain
customers’ legal rights in relation to the display of goods, risks to security or health and
safety that arise when evaluating displays, impact of different types of display in achieving
sales targets.
Reference Books

1. Urvasi Makkar & Harindar kumar Makkar “Customer Relationship Management” Tata McGraw hill;
Education Private limited, New Delhi
2. Swapna Pradhan; “Retailing Management Text & Cases;” Tata McGraw hill; Education Private limited,
New Delhi
3. David Gilbert “Retailing Management”; Pearson Education; New Delhi.
4. Ramanuja Majumdar “Consumer Behaviour: Insights from Indian markets” PHI learning Private
Limited, New Delhi.
5. The Art of Luxury Selling: How to Engage Sales Teams to Establish a Culture of Service Excellence -
Peter Aristodemou

22
 ELS 2 - Corporate Communication
Credits: 4 Subject Code:
Hours: 40
Sr. No. Course Objectives
1 The course is designed to understand the corporate communication ingredients for individuals.
2 To make employees understand business letters at corporate levels.
3 To distinguish between verbal and non-verbal communications.
Sr. No. Course Outcomes
1 The learners will be able to understand the basics of corporate culture.
2 The learners will be able to demonstrate professionalism in a retail store.

Unit-1 Role of communication

Defining and classifying communication – purpose of communication –process of communication –
characteristics of successful communication – importance of communication in management –
communication structure in organization – communication in crisis- 7 C’s of Communication-
Barriers to effective communication- Forms of Communication: one-to-one-informal and formal
Unit-2 Non Verbal Communication
Relevance and effective usage, Para language, Chronemics, Haptics Proxemics, Body language, Object
language
Listening Skills: The process, importance and types of listening
Effective Listening: Principles and Barriers
Enhancing Listening Skills: Paraphrasing, Summarizing Guidelines to increase listening, Activities to
enhance listening
Unit-3 Letter Writing, Cover Letters, Interview Follow Up Letters
Introduction to business letters – writing routine and persuasive letters – positive and negative
messages- writing memos – what is a report purpose, kinds and objectives of reports- writing reports
Group discussions – interview skills, Impact of Technological Advancement on Business
Communication networks – Intranet – Internet – e mails – SMS – teleconferencing – videoconferencing
Unit 4 Presentation skills
What is a presentation – elements of presentation – designing a presentation. Advanced visual support
for business presentation- types of visual aid
Negotiations skills: What is negotiations – nature and need for negotiation – factors affecting negotiation
–stages of negotiation process – negotiation strategies

Reference Books:

1. Fred Luthans, Organizational Behaviour, Boston, McGraw-Hill, 8th edition, 1998

2. Essentials of Business Communication by Rajindra Pal and J. S. Korlahalli. Sultan Chand and Sons., New Delhi.16
3. Effective Business Communication by Herta A. Murphy and Charles E. Peck. Tata McGraw Hill Publishing
Company Limited., New Delhi.
4. Essentials of Business Communication by Pettett and Lesikar. Tata McGraw Hill Publishing Company Limited.,
New Delhi.

23
Semester–III

24
 DSC 301 Enterprise Resource Planning (E R P)

Credits: 4 Subject Code:

Hours: 40

Sr. No. Course Objectives

1 To outline the overall Framework of an enterprise system.
2 To understand the need for an ERP solution in a retailing organisation.
3 To describe the importance and functions of computer application system.
Sr. No. Course Outcomes
1 The learners will be able discuss the features and factors that needs to be considered for ERP
systems.
2 The learners will be able to describe the features, advantages and benefits of different
functional modules of ERP used by Retail organisations (Small, Medium and Large).
3 The learners will be able to carry out accounting and other administrative functions of the job
role on a computer.

Unit-I Introduction to ERP

Overarching structure of an enterprise system, evolution and utilities of Enterprise Resource
Planning (ERP), risks and benefits of an ERP system, features of fundamental technology used
in enterprise resource planning, factors that need to be considered in –Planning and designing of
ERP systems; Implementation of cross functional integrated ERP systems
Unit-II ERP Solutions and Functional modules
Need for an ERP solution in a Retailing Organisation, characteristics and applications of ERP
software solutions that are used by Small, medium and large retail organisations, e
significance of Business Process Re-engineering (BPR) in ERP solutions wrt to business
processes of a Retail organisation, need for business process management (BPM), fy the co-
relation between ERP solution and BPM of an organisation, elements of BPM lifecycle,
functional modules used in various functions & departments of a retail store (Small, Medium &
Large), features, advantages and benefits of different functional modules of ERP used by Retail
organisations (Small, Medium and Large) , the emerging trends in ERP.
Unit-III Computer Skills
Software and related skills required to carry out accounting and other administrative
functions of the job role on a computer, importance and functions of computer applications
-MS Office, Internet applications & email applications, orientation to POS software(s) in
retail, Introduction to CRM software

Reference Books
1. Enterprise Resource Planning Concepts: Understanding the Power of ERP for Today's Businesses Second
Edition- Dr. Jill A O'Sullivan (Author), Gene Caiola (Author)
2. Retail Store Operations A Complete Guide - 2020 Edition - by Gerardus Blokdyk (Author)

25
 DSC 302 FMCG/FMCD Sales & Distribution

Credits: 4 Subject Code:

Hours: 40

Sr. No. Course Objectives

1 To explain the concept of FMCG / FMCD.
2 To interpret the roles & responsibilities of stakeholders in FMCG distribution system.
3 To describe the best practices followed in managing distribution team.
Sr. No. Course Outcome
1 The learners will be able to identify product categories in FMCG/FMCD.
2 The learners will be able to influence people through personal effectiveness.
3 The learners will be able to apply the best practices followed in distributor and retailer
relationships.

Unit-I FMCG & FMCD

Product categories in FMCG / FMCD, supply chain system in FMCG /FMCD (Manufacturer,
Transportation system, Storage, Distribution & retailing and post-sale services)
Unit-II Distribution System
Roles & responsibilities of stakeholders in FMCG distribution system, importance of influencing
people through personal effectiveness, best practices followed in distributor and retailer
relationship management
Unit-III Sales System
Importance of data analysis and planning in sales, roles and responsibilities of a distributor
salesperson (Territory, day to day planning, route & beat plans, target achievement, outlet
categories, productivity metrics, merchandising & branding, stock management, order booking),
objection handling and negotiation with retailers, process of effective sales calls

Reference Books

1. Distributor Salesman – RASCI Courseware

2. Sales and Distribution Management | Sixth Edition | By Pearson

26
 DSC 303 Non-Store Retailing
Credits: 4 Subject Code:
Hours: 40

Sr. No. Course Objectives

1 To understand the concepts of non-store retailing/ecommerce.
2 To identify the sales and marketing practices followed in e-retailing.
3 To explain the seller acquisition process for eCommerce platforms.
Sr. No. Course Outcome
1 The learners will be able to describe the features of non-store retailing/ecommerce formats.
2 The learners will be able to explain the importance of technology platforms in e Retailing.
3 The learners will be able to perform the seller acquisition process for eCom platforms &
Customer service fulfilment process.

Unit-I Introduction to E-Retailing

Features of non-store retailing formats, significance of ecommerce, growth prospects in
eRetailing & e-commerce
Unit-II E-Retailing Platform
Sales and marketing practices in eRetailing, importance of stakeholder management in e-
commerce environment, technology platforms in e Retailing, customer service/ product
fulfilment process in eCommerce
Unit-III E-Retail Management
Significance of identifying competition and gathering market information to enhance
business performance, significance of product catalogues on the e-com website, basics of
category management on eRetailing platforms, statutory guidelines for sales on e-com sites,
seller acquisition process for eCom platforms.

Reference Books
1. e-Retailing Principles and Practice – Himalaya Publishing - by D. P. Sharma
2. Seller Activation Executive – RASCI course material

27
 DSC 304 Logistics and Supply Chain Management
Credits: 4 Subject Code:
Hours: 40

Sr. No. Course Objectives

1 To understand the basics of supply chain and logistics.
2 To provide basic knowledge about Key Supply Chain Business Processes.
3 To provide basic knowledge about Purchasing and Supplier Management
To understand role of IT in supply chain management.
Sr. No. Course Outcome
1 The learners will be able describe the rudiments of supply chain management system
2 The learners will be able to outline the Key Supply Chain Business Processes.
3 The learners will be able to explain the importance of purchasing operations and supplier
management.
4 The learners will be able to outline the role of IT in supply chain

Unit-I Supply Chain Management and Logistics

An Introduction – Integrated Logistics Management – Concept – Evolution and Development –
Role – Scope – Functions and Importance – The new Manufacturing and Distribution Practices –
Local and International Supply Chains – Benefits and Issues – Types of Supply Chains–
Strategic, tactical, operational decisions in supply chain – SCM building blocks – Supply Chain
Drivers and Obstacles – International Logistics and Supply Chain Management – The Total Cost
Concept and Logistics and SCM Trade-Offs.
Unit-II Key Supply Chain Business Processes
Planning – Sourcing – Producing – Distributing and Paying – Managing material flow and
distribution – Distribution and Planning Strategy – Warehousing and Operations Management –
Transportation Management – Inventory Management.
Unit-III Purchasing and Supplier Management
Sourcing and Supplies Management, Outsourcing – Global Sourcing – Vendor Identification –
Selection – Evaluation – Development – Supplier Relationship Management – Supplier Quality
Management – Supply Chain Performance.
Unit-IV IT in supply chain management
SCM Relationships – Third Party Logistics and Fourth Party Logistics – SCM Network Design
and Facilities Development – SCM Planning and Development Strategies – Supply Chain
Uncertainties – Supply Chain Vulnerabilities. Role
of IT–IT enabled SCM, Future of SCM.

Reference Books:
1. Martin Christopher. Logistics and Supply Chain Management
2. Sunil Chopra and Peter Meindal. Supply Chain Management
3. Donald J. Bowersox and David J. Closs. Integrated Logistics Management
4. N. Chandrasekharan, Supply Chain Management

28
 DSE 305 Team Management- I
Credits: 4 Subject Code:
Hours: 40

Sr. No. Course Objectives

1 To understand the significance of leading a team
2 To Know the importance of work planning and implementation
3 To understand the aspects of team performance management
Sr. No. Course Outcome
1 The learners will be able to explain the role and responsibilities of a team leader.
2 The learners will be able to explain the rudiments of work planning and work implementation.
3 The learners will be able to explain the elements of team performance management

Unit-I Leading a Team

Roles and responsibilities of a team leader, teams purpose, aims and targets, responsibility for
contributing to the team’s success, importance of sharing work fairly with team members,
importance of being a reliable team leader, 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, importance of following the company’s policies and
procedures, Handle business communication mediums effectively, Communicating effectively
with stakeholders & customers, Developing and sustaining effective working relationships with
stakeholders
Unit-II Work Planning and implementation
Elements of work planning, prioritizing, and scheduling, elements of high-performance team,
importance of planning and selecting a team in alignment with team and business goals,
interviewing skills, significance of business ethics and values, basic principles of leadership -
main styles of leadership; how own skills and qualities relate to the main features of leadership;
building Trust & respect in leadership; Planning & Organizing; Leading change & innovation;
Virtual/ remote leadership techniques/ practices
Unit-III Performance Management
Principles of effective communication and how to apply them in managing a team, diversity of
expertise, knowledge, skills and attitudes required to achieve the team purpose setting SMART
(Specific, Measurable, Achievable, Realistic and Timebound) business goals, planning the
achievement of store team objectives and the importance of involving team members in this
process, co-relation between personal work objectives contributing to achievement of team
objectives, coaching and feedback - purpose of coaching; situations when coaching is used;
benefits of coaching; coaching styles and techniques

Reference Books
1. Retail Team Leader – RASCI Course Material
2. Retail Manager’s Handbook – Andra Wheeler
3. The Art of Luxury Selling: How to Engage Sales Teams to Establish a Culture of Service Excellence - Peter
Aristodemou

29
 DSE 306 Team Management- II
Credits: 4 Subject Code:
Hours: 40

Sr. No. Course Objectives

1 To understand the concepts of conflict management.
2 To describe the process of conducting performance review.
3 To identify the importance of decision making and problem solving
Sr. No. Course Outcome
1 The learners will be able to identify the methods and techniques that can be used to manage
conflicts in team.
2 The learners will be able to describe the importance of feedback and coaching.
3 The learners will be able to know the importance of decision making and solving problems

Unit-I Team Conflict Management

Cause and effect of conflict in the place of work - causes of conflict between individuals,
common causes of conflict between groups/teams, effects of conflict on individuals, effects of
conflict on a group/team; types of behaviour that are unacceptable in a work situation -
acceptable behaviour in the work place, types of behaviour that are unacceptable in a work
situation; how conflict in a work situation can be prevented - methods that can be used in a
work situation to prevent conflict, employer and team leader responsibilities with reference to
conflict in the work place.
Unit-II Team Performance Review
Process of conducting performance review - the appraisal process, assess individual/ team
performance against expected objectives, goals, constructive feedbacks through reflecting on
individual personal strengths and weaknesses, preparing a development plan to support
performance improvement, importance of keeping skills and knowledge up to date - how to
improve own performance through learning, identify areas for development , produce an action
plan for self-development, keeping a record of individual’s learning.
Unit-III Decision making and solving problems
Importance of decision making; types of decision making and their importance; components of
decision making; process of decision making; key leadership styles; types of decision making
relating to leadership styles; problem solving process; decision making process to solve
problems; making decisions in a crisis; creative decision making when solving problems.

Reference Books
4. Retail Team Leader – RASCI Course Material
5. Retail Manager’s Handbook – Andra Wheeler
6. The Art of Luxury Selling: How to Engage Sales Teams to Establish a Culture of Service Excellence - Peter
Aristodemou

30
 OJT 301 – Distributor Salesman – Project Work
Credits: 1 Subject Code:
Hours: 30

Objectives:
1. List the different types of FMCG Retail outlets as per their classification A, B and C category outlets.
2. Prepare profile of retailers’ / retail outlets (Including category of outlets Viz A, B, C)
3. Explain the significance of preparing a plan for periodic sales target achievement with relevant examples or any
case studies.
4. Prepare a sample route & beat plan based on a typical FMCG sales territory of a town/ city with all classification
of outlets.
5. Explain the significance of Route and beat Plans.
6. Prepare a presentation on the process of carrying out effective sales call including.
• Carrying out stock count at retail outlets
• Identifying stockouts and stocks that need to be replenished.
• Booking orders
• Collecting outstanding based on credit ageing
• Managing credits
7. Explain the following sales productivity parameters (key Terms) with their significance and how they are helpful
in determining an FMCG salesperson’s Productivity in the below template by referring to the example provided
for the Sl. No 1
8. Prepare a sample report template.
• Daily sales report
• Weekly sales report
• Credit ageing report

Sl. Key Terms Meaning/Things to do Example/How to/Uses

No
Example:
DSR (Distributor Sales Representative)
Vijay’s total number of outlets = 240
Outlet purchasing at least once a He has built only 200 outlets for the month.
1. Effective Coverage month is called an Outlet ECO. ECO % = 200/240 = 83%
– ECO
 Effective coverage is one of the most
important tools of distribution. It helps us
to know if we have placed our products
in all the outlets even once.
A line is any sku of any product sold
in the market by a DSR (Distributor
Sales representative).

A total of lines of all the outlets in the

Line & Total Line
beat is defined as the TLS of the beat
Sold – TLS
for the day.

2. The sum total of TLS for all days

worked in the month will give the
TLS for the DSR.
Lines Per Lines Per Productive Call is the
3. Productive Call – number of SKUs sold per outlet.
LPPC

31
Sl. Key Terms Meaning/Things to do Example/How to/Uses
No
More SKUs sold per outlet resulting in
Line Selling:
4. gain of business.
Sales Gain

A product line is a group of related

5. Line Selling:
products all marketed under a single
brand name that is sold by the same
Distribution Gain
company
Total no. of bills made during a
Productivity particular day/week/month is your
6. productivity.
 Check / Explore the stock and
7. highest selling SKU in outlet.
Availability  Competition status in the outlet
 Evaluate and share the proposed
order with outlet.
Take permission to check the stock.
8.
If you can enter the Check stocks at:
Outlet  Shelf/window display
 Go-down/Warehouse.

32
 OJT 302 – Seller Activation Executive- – Project Work
Credits: 1 Subject Code:
Hours: 30

Objectives:
You are employed as a seller activation executive in XCART, an e-commerce conglomerate is. Your role is to
identify prospective sellers who sell products that are high in demand on the e-commerce site and register them as
sellers on the website.

Prepare a report in the form of a presentation on the below:

1. List the best practices in followed in creating digital catalogues of products.

2. Explain the process of prospecting and short-listing sellers for enrolment on e-tailing platforms.
3. Prepare a sample seller registration form.
4. Demonstrate the steps of sales call to enroll the sellers on the e-tailing platforms and register them on the
website by using the sample registration form (Role Play)

33
Semester–IV

34
 OJT-401-Retail Trainee Associate
Credits: 10 Subject Code:
Hours: 540

Sr. No. Course Objectives

1 To acquire skills of unassisted selling, receiving goods, merchandising & visual merchandising
including Point of Sale (POS) management and cashiering
Sr. No. Apprenticeship Outcomes
1 The learners will be able to perform the role of a Retail associate and cashier in business to
customer, business to business retail business formats.

Sr. No. Module

On the Job Training Modules
1 To display stock to promote sales
2 To plan and prepare visual merchandising displays
3 To dress visual merchandising displays
4 To dismantle and store visual merchandising displays
5 To prepare products for sale
6 To promote loyalty schemes to customers
7 To keep the store secure
8 To maintain health and safety
9 To keep the store clean and hygienic
10 To provide information and advice to customers
11 To create a positive image of self & organisation in the customers mind
12 To work affectively in a retail team

35
 OJT-402-Retail Cashiering
Credits: 10 Subject Code:
Hours: 540

Sr. No. Course Objectives

1 To acquire skills of unassisted selling, receiving goods, merchandising & visual merchandising
including Point of Sale (POS) management and cashiering
Sr. No. Apprenticeship Outcomes
1 The learners will be able to perform the role of a Retail associate and cashier in business to
customer, business to business retail business formats.

Sr. Module
No.
On the Job Training Modules
1 To service Cash Point / POS
2 To follow point-of-sale procedures for age- restricted products
3 To process customer orders for goods
4 To process exchange/ part exchange sale transactions
5 To process payments
6 To process cash and credit transactions
7 To process returned goods

Semester–V

36
37
 OJT-501-Retail Sales Associate
Credits: 18 Subject Code:
Hours: 1080

Sr. No. Course Objectives

1 To acquire skills of assisted selling, consultative selling, personalized customer service and care
including standard operating procedures for sales and customer service operations within a
retail store.
Sr. No. Apprenticeship Outcomes
1 The learners will be able to perform the role of a Retail Sales specialist in business to customer,
business to business retail business formats.

Sr. No. Module

On the Job Training Modules
1. Create a positive image of self & organisation in the customer’s mind
2. Demonstrate products to customers
3. Help customers choose right products
4. Provide specialist support to customers facilitating purchases
5. Maximize sales of goods & services
6. Process credit applications for purchases
7. Provide personalized sales & post-sales service support
8. Resolve customer concerns and improve customer relationship
9. Organize the delivery of reliable service
10. Monitor and solve service concerns
11. Promote continuous improvement in service
12. FMCG Product Sales / Distribution & Seller activation for e-retailing (Project Work)

38
Semester–VI

39
 OJT-601-RETAIL TEAM LEADER
Credits: 26 Subject Code:

Hours: 1440

Sr. No. Course Objectives

1 To acquire skills of leading a Retail team at the store
Sr. No. Course Outcome
1 The learners will be able to perform the role of Retail Team leader role within the store.

Sr. No. Module

On the Job Training Modules
1 Organize the display of products at the store
2 Plan visual merchandising
3 Establish and satisfy customer needs
4 Process the sale of products
5 Maintain the availability of goods for sale to customers
6 Allocate and check work in your team
7 Monitor and solve customer service problems
8 Communicate effectively with stakeholders

40
MODEL PAPER FOR BBA (CBCS)
Code No.
I & II SEMESTER EXAMINATION, 2023-2024

INTERNAL EXAM (Max Marks–25)

I) Multiple Choice Question 10bits 10x½=5 Marks

II) Fill in the blank 10x1=10 Marks

III) Short Answer Question 5x2=10 Marks

41
 MODEL PAPER FOR BBA(CBCS)

Time:3 Hours (Max Marks–75)

Note: Answer any five questions from Section A Question No. 1.

Attempt all questions from Section B.

SECTION–A

1. Answer any five questions (5X3=15)

a.

b.

c.

d.

e.

f.

g.

h.
SECTION – B

Answer the following questions (4X15=60)

2. a)
OR
b)

3. a)
OR
b)

4. a)
OR
b)

5. a)
OR
b)

42