Syllabus for Higher Secondary Final Year Course

Subject/Sector - Retail Trade (RETD)

Job Role - Sales Associate
Theory Practical
CONTENTS Unit Total Periods
Marks Marks
Part - A (Vocational Skills)
UNIT 1:Resolve Customer Concerns
1.1 Identify and Listen the Customers’ Problems 2 7
1.2 Organizational Procedure to deal with Customer problems 2 7
6 10
1.3 Negotiate to Reassure Customers 1 6
1.4 Identify Repeated Customer Service Problems and Avoid Repetition 1 6
UNIT 2: Delivery of Reliable Service
2.1 Procedure of Delivering Reliable Service 2 6
2.2 Review and Maintain Customer Service Delivery 2 6
4 10
2.3 Recording System to Maintain Reliable Customer Service 5
2.4 Identify the Legal Requirements for Storage of Customer Information 5
UNIT 3: Customer Relationship Management
3.1 Improve Communication and Customer Relationship Management 2 7
3.2 Balance the Need of Customer and Organization 1 6
4 10
3.3 Exceed Customer Expectations to Develop Relationship 1 7
3.4 Communicate and Respond Effectively to Customers in Retail Sore/ Mall 5
UNIT 4: Continuous Improvement in Services
4.1 Plan Improvements in Customer Service based on Customer Feedback 1 7
4.2 Describe the Mechanism for Implementation of Changes in Customer Service 1 5
3 10
4.3 Review Changes to Promote Continuous Improvement in Customer Services 1 5
4.4 List Improving Changes in Service 6
UNIT 5: Work in Team & Organization
5.1 Demonstrate the Organization Standards by Appearance and Behaviour 2 7
5.2 Support Work Team 6
3 10
5.3 Work Effective in Organization 5
5.4 Help in Planning of Own and Others 1 6
Part - B (Employability Skills)
Unit 1: Communication Skills 2 15
Unit 2: Self-management Skills 2 15
Unit 3: Information and Communication Technology Skills 2 10 - 15
Unit 4: Entrepreneurship Skills 2 15
Unit 5: Green Skills 2
Viva-voce Internal Assessment 5
Direct Observation Internal Assessment 5
Portfolio Internal Assessment 5
Project Internal Assessment 5
30 30 70 180
Practical Details for 50 marks
Sl. No. Topics Unit Marks
1 Group Discussion 1, 2, 3, 5 10
2 Role Play 1, 2, 4 10
3 Product Display and Presentation/Product Identification 1, 3, 4 10
4 Case Study 2, 3, 4 10
Bill/Resume/Job Application/Communication Network/Signage
5 1, 2, 3, 4, 5 10
Making/Advertising/Designing of Forms
Retail Trade - Theory
Weightage to Questions

Type of Questions Pattern of Questions Distribution of Marks No. of Questions Marks

LA Type Descriptive 3 Marks 2 6
SA Type Descriptive 2 Marks 6 12
Fill in the Blanks 4
VSA Type True-False 1 Mark 4 12
MCQ 4