This is a beginner level course. On completion of this course, a student can take up an Intermediate level course for job roles in Retail - Sales Associate, Distributor Salesman in class 11 and 12.

Scheme of Units

Units   Marks
Part A Employability Skills 10
Unit 1 Communication Skills - I  
Unit 2 Self-management Skills - I  
Unit 3 Information and Communication Technology Skills - I  
Unit 4 Entrepreneurial Skills - I  
Unit 5 Green Skills - I  
Part B Vocational Skills 40
Unit 1 Introduction to Retail   
Unit 2 Receiving and Storage of Goods   
Unit 3 Stock Levels in Storage  
Unit 4 Customer Service  
Part C Practical Work  
  Practical Examination  15
  Written Test 10
  Viva Voce 10
Part D Project Work / Field Visit  
  Practical File / Student Portfolio 10
  Viva Voce 05
  Total 100

Unit 1: Introduction to Retail

1. State basics of retailing

  1. Meaning of retailing
  2. Function and essential requirements of retailers
  3. Retailer’s services to customers

2. Distinguish between organised and unorganised retailing

  1. Meaning of organised and unorganised retailing
  2. Differences between organised and unorganised retailing

3. Differentiate between store and non-store retailing

  1. Meaning of store and non-store retailing
  2. Classification of store and non-store retailing

4. Identify Indian and global retailers

  1. Meaning of Indian and global retailers
  2. Major player of Indian and global retailers

Unit 2: Receiving and Storage of Goods

1. Classify types of retail goods

  1. Meaning of goods
  2. Types of consumer goods
  3. Give example of consumer and durable goods

2. Select suitable procedure of receiving goods

  1. Describe the receiving procedure
  2. Dispatching stock to stores
  3. Refusal procedure of goods delivered
  4. List out the various check points while receiving goods

3. Store the received goods in suitable places

  1. Meaning and need of storage of goods
  2. Techniques of storage of goods
  3. Precautions for storage of goods
  4. Advantages of various storage techniques
  5. Recording procedure of goods received

4. Demonstrate the process of goods handling

  1. Importance of goods handling
  2. Precautions to be taken while handling goods

5. Operate material handling equipments

  1. Name the types of material handling equipments
  2. Factors affecting selection of equipments

Unit 3: Stock Levels in Storage

1. Identify stock level and maintain proper levels in retail store

  1. Meaning of stock level
  2. Types of stock levels
  3. Need for managing stock level in retail

2. List the documents required for stock handling

  1. Documents for stock receiving
  2. Procedure for checking stock levels
  3. Reporting deviations

3. Select appropriate storage space

  1. Concept of floor plan
  2. Allocation of space
  3. Types of space
  4. Shortage storage space

4. State various types of material handling equipment.

  1. Meaning of handling equipment
  2. Factors affecting selection of equipments
  3. Types of handling equipment in retail store
  4. Functions of the handling equipment in retail store

Unit 4: Customer Service

1. Explain customer needs and customer service

  1. Meaning of consumer and customer
  2. Basic needs of the customer at retail outlet
  3. Customer service concepts
  4. Role of customer service in retail
  5. Elements of customer services
  6. Advantages of customer service

2. Describe effective customer service

  1. Effective customer service
  2. Dealing effectively with customer at retail outlet
  3. Effective ways to build customers rapport

3. Demonstrate the organization standards by appearance and behaviour

  1. Standard set for staff appearance
  2. Precautions taken by male and female staff
  3. Staff behaviour in organization
    1. Dealing with the customer
    2. Dealing with the superior
    3. Dealing with the colleague

4. Identify and confirm customer expectations

  1. Meaning of customer expectation
  2. Identify customer expectation
  3. Customer expectation from retailer
  4. Confirm customer expectation
  5. Respond to customers