Highfield Level 2 Certificate In Retail Skills (RQF)

What you'll be able to do

• Establish customer requirements for fixing tiles, taking into account their specific needs and preferences.
• Explain to customers how to fix tiles, providing clear and concise instructions.
• Recommend additional products to customers that may be required for fixing and maintaining tiles.

What you'll be able to do

• Assemble products effectively and safely for display in a retail environment, following organisational guidelines.

What you'll be able to do

• Understand the purpose of layout design in visual merchandising displays.
• Interpret instructions for assembling visual merchandising displays, including understanding design specifications and safety guidelines.
• Assemble visual merchandising displays according to provided instructions and design specifications.

What you'll be able to do

• Implement a stock audit in a retail environment, following established procedures and guidelines.
• Use the findings of an audit to identify and resolve problems with stock levels and stock inventories, such as discrepancies, shortages, or overstocking.
• Communicate the results of an audit clearly and concisely to relevant stakeholders, including recommendations for improvement.

What you'll be able to do

• Understand the various opportunities available to promote specific products within a retail environment.
• Effectively promote products to customers as part of a planned promotional campaign.
• Contribute to the evaluation of a promotional campaign, providing feedback on its effectiveness and areas for improvement.

What you'll be able to do

• Cash up accurately in a retail environment, reconciling cash and other payment methods and adhering to organisational procedures.

What you'll be able to do

• Understand the purpose of checking stock levels in a retail environment and the importance of accurate stock control
• Check stock levels in a retail environment as instructed, following organisational procedures
• Deal with or report stock-related problems that arise when checking stock levels in a retail environment, according to organisational guidelines

What you'll be able to do

• Understand the importance of maintaining accurate records of the hours worked by staff in a retail environment, including legal and organisational requirements.
• Understand the level of service that needs to be provided to colleagues in relation to records of the number of hours they have worked, ensuring timely and accurate information.
• Check the accuracy of records of hours worked by staff in a retail environment, identifying and resolving any discrepancies.
• Provide information about the number of hours worked by staff in a retail environment, responding to queries and requests accurately and efficiently.

What you'll be able to do

• Understand the strategic purpose of featuring specific merchandise prominently in visual merchandising displays to drive sales and brand awareness.
• Evaluate different types of merchandise effectively, assessing their potential for inclusion in visual merchandising displays based on factors like visual appeal and relevance.
• Liaise effectively with relevant decision-makers, such as store managers or marketing teams, to discuss and agree on the merchandise to be featured in upcoming displays.

What you'll be able to do

• Understand how visual merchandising and visual design can benefit a retail organisation, including its impact on sales and customer experience.
• Evaluate the organisation’s current approach to visual design, identifying strengths and weaknesses.
• Recommend new ideas and improvements for the organisation’s visual design policy, based on best practice and industry trends.
• Support staff in putting the organisation’s visual design policy into practice, providing guidance and assistance as needed.

What you'll be able to do

• Know how the layout and appearance of the sales floor influences sales
• Maintain own area of the sales floor during trading hours
• Report problems that could have a negative effect on the customer experience

What you'll be able to do

• Understand how resolving customer queries and complaints contributes to customer loyalty and confidence, enhancing the reputation of the retail organisation.
• Understand how to manage angry customers when dealing with customer queries and complaints in a retail environment, de-escalating situations and finding appropriate resolutions.
• Deal with customer queries in a retail environment, providing accurate information and assistance.
• Deal with customer complaints in a retail environment, following organisational procedures and aiming for customer satisfaction.

What you'll be able to do

• Understand the role of the delivery person in promoting a positive impression of the retail organisation, including customer service and professionalism
• Prepare to deliver goods from a retail environment to customers’ delivery addresses, including route planning and vehicle checks
• Convey goods safely and securely from a retail environment to customers’ delivery addresses, adhering to traffic regulations and company procedures
• Complete deliveries of goods efficiently and professionally at customers’ delivery addresses, obtaining necessary signatures and providing excellent customer service

What you'll be able to do

• Understand the commercial value of demonstrating make-up and skincare products in a retail environment.
• Understand the elements of a demonstration of make-up and skincare products, including preparation, application, and conclusion.
• Prepare to demonstrate make-up and skincare products to customers at a beauty counter in a retail environment, ensuring a clean and organised workspace.
• Apply make-up or skincare products to customers as part of a demonstration, following hygiene standards and customer preferences.
• Conclude a demonstration of make-up or skincare products, providing product information and encouraging sales.

What you'll be able to do

• Understand how product demonstrations can help to increase sales within a retail environment.
• Make the preparations needed to ensure a safe product demonstration.
• Make the preparations needed to ensure an efficient product demonstration.
• Communicate the features of the products being demonstrated to customers.
• Communicate the benefits of the products being demonstrated to customers.
• Tidy the demonstration area when a product demonstration is finished.

What you'll be able to do

• Understand the importance of storing props and graphics for future use in visual merchandising displays, considering factors such as protection and accessibility
• Dismantle visual merchandising displays safely and efficiently, following organisational procedures
• Store props and graphics from dismantled visual merchandising displays, ensuring they are protected from damage and easily retrievable

What you'll be able to do

• Understand the importance of checking for potential health and safety issues before setting up displays.
• Understand the importance of checking for potential health and safety issues before dismantling displays.
• Understand how displays help to promote sales to customers.
• Know about legal requirements for labelling products in a display.
• Establish the availability of space needed for a display.
• Establish the availability of other resources needed for a display.
• Prepare a display area for use in a retail environment.
• Set up a display in a retail environment.
• Label a display of stock in a retail environment.
• Dismantle a display in a retail environment.

What you'll be able to do

• Understand the primary purpose and objectives of visual merchandising displays in a retail context.
• Understand how visual merchandising displays are designed and implemented to achieve their intended purposes, such as attracting customers and promoting sales.
• Dress in-store displays effectively, using appropriate techniques and materials to create visually appealing and engaging presentations.
• Dress window displays to a high standard, ensuring they are attractive, informative, and aligned with the overall marketing strategy.

What you'll be able to do

• Understand the types of evidence used to evaluate the effectiveness of visual merchandising displays, such as sales figures and customer feedback
• Gather information about customers' responses to visual merchandising displays, using methods such as observation and surveys
• Analyse information from customers' responses to evaluate the effectiveness of visual merchandising displays, identifying areas for improvement

What you'll be able to do

• Understand the baking and cooling processes that apply to bake-off food products, including temperature and timing requirements.
• Know the legal and organisational requirements that apply to bake-off products, including food safety and hygiene regulations.
• Finish the baking process of bake-off products in a retail environment, ensuring they meet quality standards and are safe for consumption.

What you'll be able to do

• Thoroughly check the suitability of meat products for finishing processes in a retail environment, ensuring they meet quality and safety standards.
• Organise own work area and equipment efficiently and safely, preparing for the finishing of meat products in a retail environment.
• Achieve the required meat product yield and desired finish consistently, meeting established standards and customer expectations in a retail environment.

What you'll be able to do

• Understand the importance of visual merchandising displays and design briefs in attracting customers and promoting products.
• Understand the selection of approaches and effects in visual merchandising displays, considering factors such as target audience and product characteristics.
• Understand the sourcing of merchandise and props to be featured in visual merchandising displays, considering factors such as cost and availability.
• Plan visual merchandising displays to fulfil a design brief, considering factors such as layout, lighting, and colour schemes.
• Source merchandise and props to be featured in visual merchandising displays, adhering to budgetary constraints and organisational guidelines.

What you'll be able to do

• Know about the relevant legislation relating to the retail sale of age-restricted products, including legal requirements and penalties for non-compliance.
• Understand the importance of maintaining customer goodwill and providing excellent customer service when requesting proof of age for age-restricted products.
• Follow point-of-sale procedures accurately and consistently for age-restricted products in a retail environment, ensuring compliance with legal requirements and company policy.

What you'll be able to do

• Establish rapport with customers in a retail environment
• Respond appropriately to customers in different situations
• Communicate information effectively to customers
• Understand how to give customers a positive impression of yourself and the organisation you represent

What you'll be able to do

• Know the legal requirements that apply when glazing, coating and decorating bake-off products in a retail environment
• Know the organisational requirements that apply when glazing, coating and decorating bake-off products in a retail environment
• Glaze bake-off products in a retail environment, following health and safety guidelines
• Coat bake-off products in a retail environment, following health and safety guidelines
• Decorate bake-off products in a retail environment, following health and safety guidelines

What you'll be able to do

• Hand-divide fermented dough according to specified weights and sizes, following instructions accurately.
• Hand-mould and shape fermented dough into the required forms, maintaining consistency and quality.

What you'll be able to do

• Understand safe working practices in relation to hand-processing fish, including hygiene and food safety regulations
• Understand the relationship between the anatomy of fish and the way fish are hand-processed, to maximise yield and quality
• Hand-process fish using appropriate techniques and equipment
• Maintain own work area in a condition fit for hand-processing fish, ensuring cleanliness and hygiene

What you'll be able to do

• Understand the legal requirements relating to informing customers about insurance products associated with a retail store’s credit card
• Understand the importance of helping customers to understand the implications of applying for a retail store’s credit card and associated insurance products
• Understand the legal requirements relating to helping customers to apply for the store’s credit card and associated insurance products
• Offer customers insurance products associated with the store’s credit card
• Help customers to apply for a retail store’s credit card and associated insurance products

What you'll be able to do

• Find out what customers are looking for at the delicatessen counter through effective questioning and listening skills.
• Suggest delicatessen products that meet customer needs, considering their preferences and dietary requirements.

What you'll be able to do

• Understand the importance of focusing on the individual customer’s requirements when providing assistance
• Know how sales are confirmed with the customer and closed, including payment methods and after-sales service
• Find out what products customers may be interested in buying, using effective questioning and listening techniques
• Help customers to choose the products that best meet their needs, providing relevant information and advice
• Close sales effectively, ensuring customer satisfaction and adherence to organisational procedures

What you'll be able to do

• Understand the principles of commercial awareness in relation to the organisation within a retail environment.
• Understand the organisation's target market and its relevance to specialist product sales.
• Understand the organisation's product offer and how it relates to customer needs.
• Understand the characteristics of specialist products within own area of responsibility.
• Initiate a rapport with customers in a retail environment.
• Develop a rapport with customers in a retail environment.
• Match specialist products to individual customer requirements effectively.
• Maintain own product knowledge and expertise in relation to specialist products.

What you'll be able to do

• Identify the presence of common pests, diseases and disorders affecting plants or produce
• Report the presence of pests, diseases and disorders promptly and accurately to the appropriate personnel
• Work safely when handling potentially hazardous materials or equipment, adhering to relevant safety guidelines
• Minimise environmental damage by following responsible practices for waste disposal and resource management
• Describe how to identify the presence of pests, diseases and disorders
• Describe how to report the presence of pests, diseases and disorders
• State relevant health and safety legislation related to pest and disease control
• Describe environmental good practice in relation to pest and disease control

What you'll be able to do

• Know why it is important to work safely in a retail loading area
• Know how own working practices contribute to an efficient delivery service
• Maintain loading facilities in a usable condition
• Maintain loading equipment in a usable condition
• Ensure that orders are ready for loading, in accordance with workplace procedures
• Load orders into delivery vehicles safely and efficiently

What you'll be able to do

• Know how own personal hygiene practices and behaviour contribute to maintaining food safety standards in a retail environment.
• Identify and deal with indicators of potential food safety hazards in a retail environment, such as contamination or spoilage.
• Maintain a high standard of personal cleanliness and ensure clothes are clean while working with food in a retail environment.
• Effectively deal with indicators of potential food safety hazards in a retail environment, following established procedures.

What you'll be able to do

• Know how food in a retail environment can become unsafe for consumers, including potential hazards and contamination risks.
• Know the routine working practices that contribute to food safety in a retail environment, such as cleaning, temperature control, and stock rotation.
• Maintain own work area in a safe condition for working with food, ensuring cleanliness and hygiene.
• Work with food in a way that keeps it safe for customers, following food safety procedures.
• Record the condition of food, including temperature checks and expiry dates.

What you'll be able to do

• Know why it is important to maintain appropriate moisture levels for crops and plants.
• Know the types of equipment required to maintain moisture levels and how to maintain them in safe working order.
• Know the current health and safety legislation and environmental good practice relevant to maintaining moisture levels for crops and plants.
• Select, use and maintain equipment safely and effectively for maintaining moisture levels.
• Maintain moisture levels for crops and plants using appropriate methods and equipment.
• Work safely and minimise environmental damage when maintaining moisture levels for crops and plants.

What you'll be able to do

• Understand how the display of goods can promote sales.
• Understand legal requirements for displaying goods.
• Understand organisational requirements for displaying goods.
• Organise staff to display goods for retail sale.
• Evaluate the effectiveness of displays.
• Maintain the required quantity of goods on display.
• Maintain the required quality of goods on display.

What you'll be able to do

• Understand the purpose of props within visual merchandising displays.
• Specify requirements for visual merchandising props.
• Make props for use in visual merchandising displays.
• Decorate fixtures for visual merchandising displays.
• Decorate panels for visual merchandising displays.

What you'll be able to do

• Manage staff to receive and check incoming deliveries of goods in a retail environment, ensuring adherence to organisational procedures and health and safety regulations.

What you'll be able to do

• Monitor payment transaction processing in a retail environment, ensuring accuracy, security, and compliance with procedures
• Manage the operation of payment points in a retail environment, including troubleshooting issues and ensuring smooth customer service

What you'll be able to do

• Understand how signage and graphics are used in visual merchandising displays
• Understand the importance of complying with legal requirements relating to the use of signage and graphics in visual merchandising
• Understand the importance of monitoring the use of signage and graphics in visual merchandising displays
• Understand the importance of monitoring the use of signage and graphics in visual merchandising displays
• Source the signage and graphics needed for visual merchandising displays
• Co-ordinate the use of signage and graphics in visual merchandising displays
• Monitor the use of signage and graphics in visual merchandising displays

What you'll be able to do

• Merchandise plants and other products
• Merchandise plants and other products
• Maintain the condition of plants for sale
• Maintain plants ready for sale

What you'll be able to do

• Understand the data security risks associated with payment point use during trading hours.
• Monitor secure payment point use during trading hours.
• Support secure payment point use during trading hours.

What you'll be able to do

• Explain how to maintain the customer record card system in a retail environment, ensuring data accuracy and confidentiality
• Set up record cards accurately for new customers at a beauty counter in a retail environment, collecting relevant information
• Use the record card system effectively to recognise opportunities for increasing sales at a beauty counter in a retail environment, such as identifying repeat purchases or suggesting complementary products

What you'll be able to do

• Understand the role of signage and graphics within visual merchandising
• Source signage and graphics to meet visual merchandising needs
• Position signage and graphics to support visual merchandising

What you'll be able to do

• Understand the causes and prevention of stock loss within storage systems, including theft, damage, and obsolescence
• Understand the legal and organisational requirements for storing stock, including health and safety regulations and stock rotation procedures
• Organise the use of storage facilities in a retail environment, maximising space and ensuring easy access to stock
• Monitor the storage and care of stock in a retail environment, identifying and addressing any issues such as damage or spoilage

What you'll be able to do

• Explain the importance of maintaining health and safety regulations during dough production
• Explain the importance of maintaining food safety standards during dough production
• Explain why efficient dough production is important to the organisation
• Explain why effective dough production is important to the organisation's customers
• Organise own work effectively to meet a dough production schedule in a retail environment, taking into account time constraints and resource availability

What you'll be able to do

• Organise own work effectively to pick orders accurately and efficiently within a retail environment
• Pick products in a retail environment to meet specific customer requirements, ensuring accuracy and quality
• Prepare picked orders for collection or despatch from a retail environment, ensuring they are appropriately packaged and labelled

What you'll be able to do

• Cut and weigh delicatessen products accurately to meet specific customer requirements
• Wrap or package portioned delicatessen products appropriately for customers, ensuring food safety and presentation standards are met
• Maintain the display of a delicatessen counter, ensuring it is well-stocked, visually appealing, and meets hygiene standards

What you'll be able to do

• Plan own work to prepare newspapers and magazines for return to merchandisers, taking into account deadlines and priorities.
• Gather together newspapers and magazines for return to merchandisers, following organisational procedures.
• Prepare batches of newspapers and magazines for return to merchandisers, ensuring accuracy and completeness.
• Complete the administration associated with magazine and newspaper returns, maintaining accurate records.

What you'll be able to do

• Understand the legal aspects of offering credit agreements in a retail environment.
• Understand the legal aspects of processing credit agreement applications in a retail environment.
• Process applications for credit agreements offered in a retail environment, adhering to relevant policies and procedures.

What you'll be able to do

• Understand the importance of providing excellent customer service when processing customer orders in a retail environment.
• Understand the correct and appropriate use of customer information when processing customer orders, in accordance with data protection regulations.
• Accurately determine what goods customers wish to order.
• Effectively check the availability of the goods that customers want to order.
• Accurately and efficiently process orders for customers in a retail environment.

What you'll be able to do

• Prepare greengrocery products for sale in a retail environment.
• Replenish displays of greengrocery products.
• Maintain the quality of greengrocery products on display.

What you'll be able to do

• Understand legal and organisational requirements for processing payments in a retail environment, including data protection and security procedures.
• Process payments for purchases in a retail environment using various methods, such as cash, card, and contactless payments.

What you'll be able to do

• Know about customer rights in relation to returned goods
• Know about retailer responsibilities in relation to returned goods
• Understand the importance of stock control systems in the context of returned goods
• Assist retail customers who need to return goods
• Process returned goods according to organisational procedures

What you'll be able to do

• Understand the uses of staffing schedules for a retail team.
• Understand the constraints upon the staffing schedules for a retail team.
• Produce staffing schedules for a retail team.
• Adjust staffing schedules to take account of changing operational needs.
• Adjust staffing schedules to take account of constraints.

What you'll be able to do

• Understand the importance of promoting a retail store’s credit card to potential holders of the card.
• Understand the importance of promoting a retail store’s credit card to existing holders of the card.
• Promote a retail store’s credit card to customers in a retail environment.

What you'll be able to do

• Understand the business reasons for offering samples of food or drink to customers, including increasing sales and promoting new products.
• Set up attractive and hygienic displays of food or drink samples, adhering to food safety regulations and organisational standards.
• Interact with customers at a display of food or drink samples, providing information and promoting the products.
• Dispose of food or drink samples in line with organisational procedures and hygiene standards.

What you'll be able to do

• Understand the benefits to the organisation of signing customers up to the organisation’s loyalty scheme, including increased customer retention and sales.
• Understand the importance of giving customers a positive and professional impression when promoting the organisation’s loyalty scheme.
• Communicate clearly and effectively to customers the features and benefits of the organisation’s loyalty scheme.
• Gain customers’ commitment to the organisation’s loyalty scheme by addressing their questions and concerns and highlighting the value of membership.

What you'll be able to do

• Understand the methods used to promote health and safety within the workplace.
• Understand own role and responsibilities in protecting own and others’ health and safety within a retail environment.
• Deal with accidents and emergency situations effectively and appropriately in a retail environment.
• Protect own and others’ health and safety during day-to-day work activities, adhering to relevant procedures and guidelines.

What you'll be able to do

• Understand how the National Lottery operates.
• Use the service terminal to provide National Lottery products.
• Communicate with customers concerning National Lottery products.
• Process National Lottery prize payouts.

What you'll be able to do

• Understand what a bra fitting session involves, from initial consultation to aftercare advice
• Know the features of different types of bra available in the retail environment
• Know the benefits of different types of bra available in the retail environment
• Understand how to prolong the life of a bra through appropriate care and maintenance
• Know the arrangements for obtaining bras both in and out of stock, including ordering procedures
• Accurately measure customers for bras, taking into account different body shapes and sizes
• Identify potential customers for the bra fitting service through effective communication and promotion
• Fit customers for bras, providing advice and guidance on style, fit and comfort

What you'll be able to do

• Serve customers at the counter.
• Serve customers at the counter effectively.
• Maintain counter and service areas to a high standard.
• Maintain counter and service areas to a high standard.

What you'll be able to do

• Know how nutrient requirements vary for different crops or plants and understand the appropriate method of application for each.
• Know the types of equipment required for providing nutrients and understand how to maintain them in good working order.
• Know the current health and safety legislation and environmental good practice relevant to providing nutrients to crops or plants.
• Provide nutrients to plants or crops using appropriate methods and equipment.
• Work safely when providing nutrients to plants or crops, minimising any potential environmental damage.
• Select, use and maintain equipment required for providing nutrients to plants or crops.

What you'll be able to do

• Use the dressing room facilities in a retail environment to identify and create sales opportunities
• Take measures to minimise stock loss while serving customers in a dressing room in a retail environment
• Maintain dressing room facilities in a retail environment, ensuring they are ready for customer use
• Process unsold merchandise efficiently and effectively within a dressing room in a retail environment

What you'll be able to do

• Know about common security risks that can arise in a retail environment, including theft, fraud, and vandalism.
• Implement measures to reduce security risks in a retail environment, following organisational procedures and guidelines.

What you'll be able to do

• Know the different types of unwanted plant growth that can affect plant development.
• Maintain plant development through appropriate techniques.
• Know the types of equipment required to remove unwanted plant growth and how to maintain them in safe working order.
• Know the current health and safety legislation and environmental good practice relevant to removing unwanted plant growth.
• Select, use and maintain equipment safely and effectively for removing unwanted plant growth.
• Accurately identify unwanted plant growth.
• Remove unwanted plant growth using appropriate methods.
• Work safely and minimise environmental damage when removing unwanted plant growth.

What you'll be able to do

• Check quantities of ingredients against recipe requirements and identify any discrepancies
• Select ingredients according to recipe specifications, ensuring quality and freshness
• Weigh and measure ingredients accurately using appropriate equipment and techniques

What you'll be able to do

• Sort donated goods safely, following health and safety guidelines and organisational procedures
• Sort donated goods for selling or recycling, identifying items suitable for each purpose