iCQ Level 2 Certificate In Retail Knowledge

What you'll be able to do

• Explain how individuals can take personal responsibility for food safety, including following hygiene procedures and reporting potential hazards.
• Explain the importance of keeping him/herself clean and hygienic, including handwashing techniques, wearing appropriate clothing, and maintaining personal hygiene standards.
• Explain how to keep the working area clean and hygienic, including cleaning schedules, waste disposal procedures, and pest control measures.
• Explain the importance of keeping products safe, including temperature control, stock rotation, and preventing contamination.

What you'll be able to do

• Identify current legislation relating to the sale and purchase of age-restricted products
• Describe methods to prevent unlawful sales of age-restricted products in a retail or licensed environment

What you'll be able to do

• Understand the effect of customer service on the success of a retail business.
• Understand the methods that retail businesses use to ensure customer service standards are met.
• Understand the procedures for resolving customer complaints in a retail business.
• Understand how customer service performance is monitored in a retail business.

What you'll be able to do

• Explain the effect of customer service on the success and reputation of a retail business
• Describe how retail businesses gather information about customers’ needs and preferences
• Explain the importance of customer service standards, policies and procedures to a retail business
• Describe the processes involved in resolving customer complaints and problems within a retail business

What you'll be able to do

• Understand the role of personal shopping within the fashion retail sector and its contribution to customer service.
• Understand how to select clothing and accessories to complement different body shapes and sizes.
• Understand styling principles and techniques used to style customers according to their individual needs and preferences.

What you'll be able to do

• Describe the methods used to analyse, predict, and develop fashion trends
• Explain the contemporary influences that shape fashion trends
• Demonstrate how to present a forecast of upcoming fashion trends

What you'll be able to do

• Identify the main provisions of health and safety legislation relevant to a retail business
• Describe the appropriate actions to take in various emergency situations within a retail environment
• Explain the responsibilities of employees in reporting hazards and accidents that commonly occur on retail premises
• Describe procedures for the safe handling, storage, and disposal of goods and materials in a retail setting
• Describe safe working practices relevant to a retail environment

What you'll be able to do

• Know the employment rights and responsibilities of both an employee and the employer within a retail business context, including legal obligations and ethical considerations.
• Understand the importance and characteristics of effective teamwork in a retail business, including collaboration, communication, and shared goals.
• Understand the impact of effective communication skills when working in a retail team, including active listening, clear articulation, and conflict resolution.
• Understand how the roles and responsibilities of retail teams relate to the structure and function of organisations, including departmental relationships and reporting lines.
• Understand how to improve personal performance in a retail role, including identifying areas for development, setting goals, and seeking feedback.
• Understand how personal performance contributes to the overall success of a retail business, including customer satisfaction, sales targets, and profitability.

What you'll be able to do

• Understand the legal and regulatory requirements relating to the home delivery of newspapers and magazines, including data protection and age restrictions
• Know how retailers manage home delivery accounts for newspapers and magazines, including setting up new accounts and managing payments
• Understand how retailers maintain customer service standards in relation to the home delivery of newspapers and magazines, including handling complaints and resolving delivery issues
• Understand invoicing processes in relation to the home delivery of newspapers and magazines, including generating invoices and processing payments

What you'll be able to do

• Know the range of National Lottery products offered by retailers.
• Use a National Lottery service terminal in a retail store, including processing transactions and resolving common issues.
• Understand the role and responsibilities of the operator of the National Lottery.
• Understand the legal requirements that affect the sale of National Lottery products, including age restrictions and responsible gambling guidelines.

What you'll be able to do

• Know the factors to consider when ordering newspapers and magazines, including demand, seasonality, and promotional activities.
• Know the factors to consider when receiving newspapers and magazines, including checking quantities, condition, and date.
• Understand the principles for displaying newspapers and magazines to maximise visibility and sales.
• Understand the stock control process for newspapers and magazines, including ordering, receiving, storing, and managing returns.

What you'll be able to do

• Explain the process of improving store operations, including identifying areas for improvement, setting goals, and implementing changes.
• Describe how to communicate with those involved in bringing about change and improvement in store operations, including staff, managers, and customers.
• Explain how to motivate those involved in bringing about change and improvement in store operations, including providing incentives, recognising achievements, and addressing concerns.
• Explain how the organisation of staffing contributes to the effectiveness of store operations, including staff roles, responsibilities, and training.
• Explain how the scheduling of staffing contributes to the effectiveness of store operations, including shift patterns, break times, and staff availability.

What you'll be able to do

• Prepare a payment point to be ready for trading, ensuring all necessary equipment and resources are available and functioning correctly.
• Effectively deal with queries raised by customers at the payment point, providing accurate information and resolving issues promptly.
• Understand the importance of routine monitoring of a payment point, including checking for errors, discrepancies, and equipment malfunctions.
• Know what actions should be taken at the payment point when abnormal operating conditions apply, such as system failures, power outages, or security breaches.
• Understand how the accuracy of till operation is monitored, including procedures for cash reconciliation, transaction verification, and audit trails.
• Implement end-of-shift procedures at a payment point, including cash counting, balancing, and secure storage of funds and records.

What you'll be able to do

• Understand how consumer legislation protects the rights of customers in a retail environment.
• Know the main provisions of consumer protection legislation designed to protect consumers from unfair trading practices.
• Know the main provisions of consumer credit legislation as it applies to retail transactions.
• Know the main provisions of data protection legislation and its impact on retail businesses.
• Know the main provisions of the law relating to the sale of licensed and age-restricted products in a retail setting.
• Understand the potential consequences for businesses and employees of contravening retail law and regulations.

What you'll be able to do

• Identify the range of security risks faced by a retail business, including theft, vandalism, and fraud.
• Explain the effect which crime has on a retail business, including financial losses, reputational damage, and increased insurance premiums.
• Describe the impact of crime on retail staff, including stress, fear, and reduced morale.
• Identify actions that can be taken to prevent crime in a retail business, such as CCTV installation, security personnel deployment, and staff training.
• Explain how security incidents should be dealt with, including reporting procedures, evidence preservation, and customer communication.

What you'll be able to do

• Know the range of security risks faced by a retail business, including theft, fraud, vandalism, and cybercrime.
• Understand the effect which crime has on a retail business and its staff, including financial losses, reputational damage, and employee morale.
• Understand the loss prevention procedures used in a retail business, including CCTV, security tags, and staff training.
• Know how security incidents should be dealt with, including reporting procedures, evidence preservation, and customer communication.
• Carry out an assessment of security risk, including identifying vulnerabilities and implementing preventative measures.

What you'll be able to do

• Understand the importance of having the right stock levels to meet customer demand and minimise waste
• Understand the procedures for receiving goods on the premises of a retail business, including checking deliveries and completing paperwork
• Understand how stock should be stored to prevent damage or loss, including appropriate storage conditions and security measures

What you'll be able to do

• Understand the stages and considerations involved in the recruitment process within a retail business.
• Understand how individuals and teams are developed to improve their effectiveness within a retail business.
• Understand the principles of effective communication within retail teams.
• Understand how conflict is resolved within teams in a retail business environment.
• Understand the link between improved personal performance and improved business performance in a retail context.
• Understand how to review the personal performance of retail team members.
• Understand the general principles of employment law as they apply to the retail sector.

What you'll be able to do

• Understand how beauty retailing contributes to the overall success and growth of the wider retail sector.
• Understand the significance of recent changes and trends in beauty retailing, including the impact of online sales and changing consumer preferences.

What you'll be able to do

• Understand the development of fashion retailing, including key trends, influential figures, and technological advancements.
• Understand the different store formats offered by fashion retailers, including department stores, boutiques, and online retailers.
• Understand how current social and economic factors affect fashion retailers, including consumer spending, ethical concerns, and environmental awareness.
• Understand multi-channel retailing, including online sales, social media marketing, and mobile commerce.

What you'll be able to do

• Describe the features of packaged beer products, including different types of beer, brewing processes, and packaging formats.
• Describe the features of packaged cider and perry products, including different types of cider and perry, production methods, and packaging options.
• Describe the features of packaged wine products, including different grape varieties, wine regions, and wine styles.
• Describe the features of packaged spirits, vermouths, and liqueurs, including different types of spirits, production processes, and flavour profiles.
• Summarise the legislation relating to the sale of alcoholic beverages, including age restrictions, licensing requirements, and responsible alcohol retailing practices.

What you'll be able to do

• Know the various methods of payment that are commonly accepted from retail customers, including cash, card, and mobile payments.
• Understand the potential risks involved in handling different types of payments in a retail environment, such as fraud and theft.
• Understand the cashier’s responsibility for providing efficient and courteous service to customers at the payment point.
• Understand the cashier’s specific responsibilities when processing the sale of age-restricted goods at the payment point, including age verification procedures.

What you'll be able to do

• Understand the health and safety responsibilities of employees and employers in a retail environment, as defined by relevant legislation
• Understand the management of potential risks to health and safety on the premises of a retail business, including identifying hazards and implementing control measures
• Understand the management of emergency procedures on the premises of a retail business, including fire evacuation and first aid
• Understand the management of accidents in the retail environment, including reporting procedures and investigation

What you'll be able to do

• Understand how the receipt and storage of stock is managed in a retail business, including procedures for checking deliveries and maintaining stock levels.
• Understand the principles of auditing stock levels, including methods for identifying discrepancies and preventing stock loss.
• Understand the legal requirements relating to stock management, including health and safety regulations and trading standards.

What you'll be able to do

• Understand the key differences between the mass and luxury retail beauty markets, including target audiences and product positioning
• Understand the importance of branding in the retail beauty market, including brand identity and brand loyalty
• Understand how promotional campaigns contribute to the sale of beauty products, including different types of promotions and their effectiveness

What you'll be able to do

• Understand customers’ requirements for cosmetics for different purposes and occasions, including skin types, age groups, and personal preferences.
• Understand the factors to take into account when deciding whether to apply cosmetics to a customer, including hygiene, allergies, and ethical considerations.
• Understand the importance of product knowledge to the beauty consultant’s role, including ingredients, application techniques, and suitability for different skin types.
• Know the techniques used to demonstrate cosmetics effectively to customers, including application methods, colour matching, and highlighting features.

What you'll be able to do

• Understand the characteristics of nail structures and common nail disorders.
• Understand the purpose and application of corrective products and treatments for nails, cuticles and the skin of the hands.
• Understand how to use product knowledge to select the right products for individual customer needs.
• Understand how to prepare for and conduct a basic nail care treatment.
• Understand how to promote a range of aftercare treatments and products to the customer, based on their individual needs.

What you'll be able to do

• Understand the composition of perfumes, including fragrance families, notes, and ingredients.
• Understand the historical development of perfumes, including key trends, influential figures, and cultural significance.
• Understand what types of perfumery products are available, including perfumes, eau de toilettes, eau de parfums, and aftershaves.
• Understand how to help customers to choose perfumery products, including assessing their preferences, providing recommendations, and offering samples.

What you'll be able to do

• Describe the basic composition of the skin, including the epidermis, dermis, and subcutaneous layers.
• Explain the structure of the skin, including the functions of different skin cells and tissues.
• Identify different types of skin care products, such as cleansers, toners, moisturisers, and sunscreens.
• Explain how to select skin care products to suit the customer’s skin type, considering factors such as dryness, oiliness, sensitivity, and age.
• Explain how to help customers to choose skin care products by providing advice, demonstrating products, and addressing customer concerns.

What you'll be able to do

• Outline the five steps of the selling model
• Understand how questions are used to identify customers' needs

What you'll be able to do

• Explain how various communication techniques can be used to assist customers in choosing products
• Explain the benefits of maintaining up-to-date product knowledge and describe how to maintain it
• Summarise key legislation relating to selling in the retail environment
• Describe techniques for maximising sales opportunities in a retail setting

What you'll be able to do

• Understand the correct procedures for the storage of chilled food items in a retail environment to maintain quality and safety.
• Understand how stock levels of chilled food items are monitored and maintained to minimise waste and ensure availability.
• Understand how the quality of chilled food items is monitored to ensure they meet required standards and are safe for consumption.

What you'll be able to do

• Understand the specific storage requirements of different types of fresh produce in a retail outlet, including temperature, humidity, and ventilation.
• Understand how stock levels of fresh produce are monitored and maintained in a retail outlet, including stock rotation, ordering procedures, and waste management.
• Understand how the quality of fresh produce is monitored in a retail outlet, including visual inspection, date checking, and identifying signs of spoilage.

What you'll be able to do

• Understand the importance window displays have in translating the retailer’s identity to the customer, including brand image, target market, and promotional messages.
• Understand how events and props are used to promote merchandise in a retail environment, including seasonal themes, product launches, and special offers.
• Understand how to plan and install window and store displays, including design principles, visual merchandising techniques, and health and safety considerations.
• Understand how floor layouts and product adjacencies maximise sales, including traffic flow, product placement, and impulse purchases.
• Understand the importance of product preparation and handling, including cleaning, ironing, and displaying merchandise appropriately.