NOCN Level 2 Certificate in Retail Skills

What you'll be able to do

• Determine customer requirements for fixing tiles through effective questioning and listening techniques.
• Explain clearly and accurately to customers the correct procedures for fixing tiles, taking into account different tile types and surfaces.
• Recommend appropriate additional products, such as adhesives, grouts, and tools, to customers based on their specific tiling project needs.

What you'll be able to do

• Demonstrate skills in visual merchandising of products.

What you'll be able to do

• Understand the purpose of layout design in visual merchandising
• Interpret instructions for assembling visual merchandising displays, including diagrams and written specifications
• Assemble visual merchandising displays according to instructions, ensuring accuracy and stability

What you'll be able to do

• Implement a stock audit in a retail environment, following established procedures
• Use the findings of an audit to identify discrepancies in stock levels and stock inventories
• Resolve problems with stock levels and stock inventories, based on audit findings
• Communicate the results of an audit to relevant personnel, using appropriate methods

What you'll be able to do

• Understand the various opportunities available to promote particular products within a retail environment.
• Demonstrate the ability to promote products effectively to customers as part of a 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, following established procedures and organisational policies

What you'll be able to do

• Understand the purpose of checking stock levels in a retail environment, including the benefits for the organisation and the customer.
• Check stock levels in a retail environment accurately and as instructed by a supervisor or manager.
• Deal with stock-related problems that arise when checking stock levels in a retail environment, or report them to the appropriate person according to organisational procedures.

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 confidentiality and accuracy
• 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, in a clear and concise manner, adhering to organisational procedures

What you'll be able to do

• Understand the purpose and benefits of featuring specific merchandise in visual merchandising displays to attract customers and drive sales.
• Evaluate merchandise based on its display potential, considering factors such as visual appeal, relevance to current promotions, and target audience.
• Effectively communicate and liaise with relevant decision-makers regarding the selection of merchandise to be featured in visual merchandising displays, presenting clear justifications for choices.

What you'll be able to do

• Understand how effective visual merchandising and visual design can benefit a retail organisation, including increased sales and improved brand image.
• Evaluate the organisation’s current approach to visual design, identifying strengths and areas for improvement.
• Recommend new ideas and innovative approaches to enhance the organisation’s visual design, based on current trends and best practices.
• 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 and the customer experience.
• Maintain own area of the sales floor during trading hours, ensuring it is clean, tidy, and well-stocked.
• Report problems that could have a negative effect on the customer experience, such as hazards, spillages, or stock shortages, to the appropriate person.

What you'll be able to do

• Understand how resolving customer queries and complaints contributes to customer loyalty and confidence within a retail environment
• Understand how to manage angry customers when dealing with customer queries and complaints in a retail environment
• Deal with customer queries in a retail environment, following organisational procedures
• Deal with customer complaints in a retail environment, following organisational procedures

What you'll be able to do

• Understand the importance of the delivery person in promoting a positive impression of the retail organisation
• Understand the key aspects of customer service during the delivery process
• Prepare goods for delivery from a retail environment to customers’ delivery addresses, ensuring they are secure and protected
• Plan the delivery route to customers’ delivery addresses, taking into account factors such as traffic and time constraints
• Convey goods safely and efficiently from a retail environment to customers’ delivery addresses
• Communicate effectively with customers during the delivery process
• Complete deliveries of goods at customers’ delivery addresses, obtaining necessary signatures and providing relevant information

What you'll be able to do

• Understand the commercial value of demonstrating make-up and skincare products in terms of sales and customer loyalty
• Understand the importance of product knowledge and effective communication skills in a demonstration
• Understand the elements of a successful demonstration of make-up and skincare products, including preparation, application, and conclusion
• Prepare the beauty counter and products for demonstrating make-up and skincare products to customers in a retail environment
• Select appropriate make-up or skincare products for individual customers based on their needs and preferences
• Apply make-up or skincare products to customers safely and hygienically as part of a demonstration
• Provide advice and guidance to customers on the use and benefits of make-up and skincare products
• Conclude a demonstration of make-up or skincare products by answering customer questions and promoting sales

What you'll be able to do

• Understand how effective product demonstrations can contribute to increased sales in a retail environment.
• Make the necessary preparations to ensure a safe and efficient product demonstration area.
• Effectively communicate the key features and benefits of the products being demonstrated to customers.
• Tidy and restore the demonstration area to its original condition after a product demonstration is finished.

What you'll be able to do

• Understand the importance of carefully storing props and graphics after use in visual merchandising displays, for potential future use.
• Dismantle visual merchandising displays safely and efficiently, following established procedures.
• Store props and graphics from dismantled visual merchandising displays in a suitable location, ensuring they are protected from damage and easily accessible.

What you'll be able to do

• Understand the importance of checking for potential health and safety issues before setting up displays in a retail environment
• Understand the importance of checking for potential health and safety issues before dismantling displays in a retail environment
• 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 purpose of visual merchandising displays in attracting customers
• Understand how visual merchandising displays achieve their intended purposes, including the use of colour, lighting, and layout
• Dress in-store displays according to a given brief or plan
• Dress window displays according to a given brief or plan, ensuring they are visually appealing and meet organisational requirements

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, customer feedback, and footfall data.
• Gather information about customers' responses to visual merchandising displays through observation, surveys, or other appropriate methods.
• Analyse information from customers' responses to evaluate the effectiveness of visual merchandising displays, identifying areas for improvement and making recommendations for future displays.

What you'll be able to do

• Understand the baking processes that apply to bake-off food products, including temperature and timing requirements.
• Understand the cooling processes that apply to bake-off food products, ensuring food safety and quality.
• Know the legal requirements that apply to bake-off products, including food safety regulations and labelling requirements.
• Know the organisational requirements that apply to bake-off products, including stock rotation and waste management.
• Finish the baking process of bake-off products in a retail environment, following instructions and maintaining quality standards.

What you'll be able to do

• Thoroughly check the suitability of meat products for finishing in a retail environment, ensuring they meet quality standards and customer expectations.
• Efficiently organise own work area and equipment to facilitate the effective and safe finishing of meat products in a retail environment.
• Achieve the required meat product yield and desired finish, meeting organisational standards and customer requirements in a retail environment.

What you'll be able to do

• Understand the importance of visual merchandising displays in attracting customers and promoting products.
• Understand the importance of design briefs in guiding the creation of effective visual merchandising displays.
• Understand the selection of approaches and effects in visual merchandising displays, considering factors such as colour, lighting, and layout.
• Understand the sourcing of merchandise and props to be featured in visual merchandising displays, considering factors such as cost, availability, and suitability.
• Plan visual merchandising displays to fulfil a design brief, considering the target audience and desired message.
• Source merchandise and props to be featured in visual merchandising displays, ensuring they are appropriate and meet the requirements of the design brief.

What you'll be able to do

• Know about current legislation relating to the retail sale of age-restricted products, including the penalties for non-compliance
• Understand the importance of maintaining customer goodwill when requesting proof of age and dealing with potentially difficult situations
• Follow point-of-sale procedures accurately and efficiently for age-restricted products in a retail environment, in accordance with legal requirements and organisational policies

What you'll be able to do

• Establish rapport with customers in a hire and rental environment
• Respond appropriately to customers in a hire and rental environment
• Communicate information effectively to customers in a hire and rental environment
• Understand how to give customers a positive impression of yourself
• Understand how to give customers a positive impression of the organisation

What you'll be able to do

• Understand and apply the relevant legal requirements and organisational policies and procedures that apply when glazing, coating, and decorating bake-off products in a retail environment, including food safety and hygiene standards.
• Glaze, coat, and decorate bake-off products effectively and efficiently in a retail environment, ensuring visual appeal and adherence to quality standards.

What you'll be able to do

• Hand-divide fermented dough accurately according to specified weights, sizes, and quantities, following established recipes and instructions.
• Hand-mould and shape fermented dough into a variety of forms, maintaining consistency and quality in accordance with production requirements.

What you'll be able to do

• Understand safe working practices in relation to hand-processing fish, including hygiene, personal protective equipment (PPE) and food safety regulations
• Understand the relationship between the anatomy of fish and the way fish are hand-processed, including different cuts and preparation methods
• Hand-process fish effectively and safely, using appropriate techniques and equipment
• Maintain own work area in a condition fit for hand-processing fish, ensuring cleanliness and compliance with hygiene standards

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, including interest rates, fees, and repayment terms.
• Understand the legal requirements relating to helping customers to apply for the store’s credit card and associated insurance products, including data protection and responsible lending practices.
• Offer customers insurance products associated with the store’s credit card in a clear, accurate, and compliant manner.
• Help customers to apply for a retail store’s credit card and associated insurance products, ensuring all necessary documentation is completed correctly and submitted according to organisational procedures.

What you'll be able to do

• Use effective communication techniques to find out what customers are looking for at the delicatessen counter, including their preferences, dietary requirements, and intended use of the products.
• Suggest delicatessen products that meet customer needs, providing information on flavour profiles, ingredients, preparation methods, and potential pairings.

What you'll be able to do

• Understand the importance of focusing on the individual customer’s requirements to provide excellent customer service and increase sales.
• Know how sales are confirmed with the customer, including processing payments and providing receipts.
• Know how sales are closed with the customer, including thanking the customer and inviting them to return.
• Find out what products customers may be interested in buying through effective questioning and active listening.
• Help customers to choose the products that best meet their needs by providing relevant information and advice.
• Close sales by confirming the customer's choice and processing the transaction efficiently.

What you'll be able to do

• Understand commercial awareness in relation to the organisation
• Understand commercial awareness in relation to the organisation's target market
• Understand commercial awareness in relation to the organisation's product offer
• Understand the specialist products within own area of responsibility
• Initiate a rapport with customers
• Develop a rapport with customers
• Match specialist products to individual customer requirements
• Maintain own product knowledge in relation to specialist products
• Maintain own expertise in relation to specialist products

What you'll be able to do

• Identify the presence of common pests, diseases and disorders that may affect plants or products in a retail environment.
• Report the presence of any identified pests, diseases or disorders to the appropriate person, following organisational procedures.
• Work safely when identifying and reporting pests, diseases and disorders, minimising any potential environmental damage.
• Know relevant health and safety legislation and environmental good practice related to the identification and reporting of pests, diseases and disorders in a retail environment.

What you'll be able to do

• Ensure stock levels are maintained.

What you'll be able to do

• Know why it is important to work safely in the loading area
• Know how own working practices contribute to an efficient delivery service
• Keep loading facilities in a usable condition
• Keep loading equipment in a usable condition
• Ensure that orders are ready for loading
• Load orders into delivery vehicles

What you'll be able to do

• Know how own personal hygiene and behaviour contribute to food safety in a retail environment, preventing contamination
• Deal with indicators of potential food safety hazards in a retail environment, such as damaged packaging or signs of pests
• Keep self and clothes clean while working with food in a retail environment, adhering to hygiene standards
• Deal with indicators of potential food safety hazards in a retail environment, taking appropriate action to mitigate risks

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 maintaining food safety standards in a retail environment.
• Maintain own work area in a clean and safe condition, suitable for working with food products.
• Handle and work with food in a manner that ensures its safety for customers, minimising the risk of contamination.
• Accurately record the condition of food products, including temperature, date codes, and any signs of spoilage.

What you'll be able to do

• Know why it is important to maintain moisture levels for crops and plants, including the impact on growth, yield, and quality.
• Know the types of equipment required for maintaining moisture levels and how to maintain them in good 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 according to specific requirements, using appropriate techniques and monitoring systems.
• Work safely and minimise environmental damage when maintaining moisture levels, following established procedures and guidelines.

What you'll be able to do

• Understand how the display of goods can promote sales and enhance the customer experience
• Understand legal and organisational requirements for displaying goods in a retail environment, including health and safety regulations
• Organise staff to display goods for retail sale, ensuring effective use of resources
• Evaluate the effectiveness of displays in terms of sales and customer engagement
• Maintain the required quantity and quality of goods on display, replenishing stock as needed

What you'll be able to do

• Understand the purpose of props within visual merchandising displays and their contribution to the overall display
• Specify requirements for visual merchandising props, considering factors such as size, colour, and material
• Make props for use in visual merchandising displays, using appropriate tools and techniques
• Decorate fixtures and panels for visual merchandising displays, ensuring they are visually appealing and meet the display requirements

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 to ensure accuracy and security
• Identify and address any issues or discrepancies in payment transactions
• Manage the operation of payment points in a retail environment, including troubleshooting technical problems
• Ensure compliance with relevant regulations and procedures related to payment processing
• Handle cash and other forms of payment securely and responsibly

What you'll be able to do

• Understand how signage and graphics are used in visual merchandising displays to attract attention, communicate information, and promote products.
• Understand the importance of complying with legal requirements relating to the use of signage and graphics in visual merchandising, including advertising standards and consumer protection laws.
• Understand the importance of monitoring the use of signage and graphics in visual merchandising displays to ensure they remain effective, accurate, and compliant.
• Understand the importance of monitoring the use of signage and graphics in visual merchandising displays to ensure they remain effective, accurate, and compliant.
• Source the signage and graphics needed for visual merchandising displays, considering factors such as cost, quality, and availability.
• Co-ordinate the use of signage and graphics in visual merchandising displays, ensuring they are positioned correctly and effectively communicate the desired message.
• Monitor the use of signage and graphics in visual merchandising displays, identifying any issues and taking corrective action as necessary.

What you'll be able to do

• Effectively merchandise plants and other relevant products to maximise sales and appeal to customers.
• Merchandise plants and other products in an attractive and informative way, following established guidelines and best practices.
• Maintain the condition of plants for sale, ensuring they are healthy, well-presented and appealing to customers.
• Maintain plants in a condition ready for sale, including watering, feeding, pruning and removing any dead or damaged foliage.

What you'll be able to do

• Understand the data security risks associated with payment point use, including fraud and data breaches.
• Monitor secure payment point use during trading hours, identifying and addressing potential security issues.
• Support secure payment point use during trading hours, assisting customers and staff with secure payment processes.

What you'll be able to do

• Understand the procedures for maintaining the customer record card system in a retail environment, including data protection and confidentiality.
• Set up record cards accurately for 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 and importance of signage and graphics within visual merchandising displays.
• Understand how signage and graphics contribute to the overall visual appeal and effectiveness of a retail environment.
• Source appropriate signage and graphics that effectively meet the specific needs of visual merchandising displays.
• Position signage and graphics strategically to enhance visual merchandising and support sales objectives.

What you'll be able to do

• Understand the common causes of stock loss within retail storage systems and implement preventative measures to minimise such losses.
• Understand and adhere to the relevant legal and organisational requirements for the safe and secure storage of stock in a retail environment.
• Effectively organise the use of storage facilities in a retail environment to maximise space utilisation and ensure easy access to stock.
• Monitor the condition of stored stock and implement appropriate care procedures to prevent damage, deterioration, or spoilage.

What you'll be able to do

• Understand the importance of maintaining health and safety regulations during dough production, including personal hygiene and food safety procedures.
• Understand why efficient and effective dough production is important to the organisation, considering factors such as cost, waste reduction, and customer satisfaction.
• Organise own work effectively to meet a dough production schedule in a retail environment, prioritising tasks and managing time efficiently.

What you'll be able to do

• Organise own work to pick orders efficiently and effectively within a retail environment
• Prioritise orders based on customer requirements and deadlines
• Pick products accurately in a retail environment to meet specific customer requirements
• Handle products carefully to avoid damage during the picking process
• Check picked orders for completeness and accuracy before despatch
• Prepare picked orders securely for collection or despatch from a retail environment, using appropriate packaging materials

What you'll be able to do

• Understand how to store goods effectively in a retail environment.

What you'll be able to do

• Demonstrate the ability to accurately cut and weigh delicatessen products to meet specific customer requirements.
• Demonstrate the ability to 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 adheres to hygiene regulations.

What you'll be able to do

• Plan own work effectively to prepare newspapers and magazines for return to merchandisers, considering deadlines and logistical requirements.
• Gather together newspapers and magazines efficiently for return to merchandisers, ensuring all relevant items are collected.
• Prepare batches of newspapers and magazines appropriately for return to merchandisers, following established procedures.
• Complete the necessary administration associated with magazine and newspaper returns accurately and efficiently.

What you'll be able to do

• Understand the legal aspects of offering credit agreements in a retail environment, including consumer credit regulations
• Understand legal aspects of processing credit agreement applications, including identity verification and affordability checks
• Process applications for credit agreements offered in a retail environment, following organisational procedures and legal requirements

What you'll be able to do

• Understand the procedures for processing customer orders.

What you'll be able to do

• Prepare greengrocery products for sale
• 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
• Process payments for purchases in a retail environment using various methods, such as cash, card, and mobile payments

What you'll be able to do

• Understand the return process for goods.

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 changing constraints

What you'll be able to do

• Understand the importance of promoting a retail store’s credit card to potential customers, explaining the benefits and features of the card.
• Understand the importance of promoting a retail store’s credit card to existing card holders, highlighting any new offers or benefits.
• Promote a retail store’s credit card to customers in a retail environment, adhering to relevant regulations and company policies.

What you'll be able to do

• Understand the business reasons for offering samples of food or drink to customers, including increased sales and brand awareness.
• Set up attractive displays of food or drink samples, ensuring they are visually appealing to customers.
• Set up hygienic displays of food or drink samples, adhering to food safety standards and regulations.
• Interact with customers at a display of food or drink samples, providing information and answering questions.
• Dispose of food or drink samples in line with organisational procedures, minimising waste and maintaining hygiene.

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 good impression when promoting the organisation’s loyalty scheme, creating a positive brand image.
• Communicate to customers the features and benefits of the organisation’s loyalty scheme, highlighting the advantages of joining.
• Gain customers’ commitment to the organisation’s loyalty scheme, encouraging them to sign up and participate.

What you'll be able to do

• Understand how to promote health and safety in own workplace, including identifying potential hazards and reporting them appropriately.
• Understand own role in protecting own and others’ health and safety, including following safety procedures and using personal protective equipment.
• Deal with accidents and emergencies in a retail environment, following established procedures and providing appropriate assistance.
• Protect own and others’ health and safety during day-to-day work activities, adhering to relevant legislation and workplace policies.

What you'll be able to do

• Understand how the National Lottery operates, including its purpose, rules, and regulations.
• Use the service terminal to sell National Lottery products, following established procedures and security protocols.
• Communicate with customers concerning National Lottery products, providing accurate information and promoting responsible gambling.
• Process National Lottery prize payouts, verifying tickets and dispensing winnings accurately and efficiently.

What you'll be able to do

• Understand the key elements involved in a bra fitting session within a retail environment.
• Know the features of different types of bra available in a retail setting.
• Know the benefits of different types of bra available in a retail setting.
• Understand how to prolong the life of a bra through appropriate care and maintenance.
• Know the established arrangements for obtaining bras, considering both in-stock and out-of-stock scenarios.
• Accurately fit customers for bras, taking into account individual needs and preferences.
• Identify potential customers for the bra fitting service within the retail environment.
• Accurately fit customers for bras, ensuring comfort and support.

What you'll be able to do

• Serve customers promptly and efficiently at the counter, taking orders accurately and providing excellent customer service.
• Understand the procedures for serving customers at the counter, including handling payments, providing information about products, and resolving customer queries.
• Maintain counter and service areas in a clean, organised, and hygienic condition, ensuring compliance with food safety regulations.
• Understand the importance of maintaining counter and service areas in a clean, organised, and hygienic condition, and the procedures for doing so.

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 to crops or plants and understand how to maintain them in good working order
• Know the current health and safety legislation and environmental good practice guidelines relevant to providing nutrients to crops or plants
• Provide nutrients to plants or crops effectively, following established procedures and guidelines
• Work safely when providing nutrients to plants or crops and minimise environmental damage through responsible practices
• Select, use and maintain equipment appropriately 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.
• Keep dressing room facilities in a retail environment clean, tidy and ready for customer use.
• Process unsold merchandise in a dressing room in a retail environment efficiently and according to organisational procedures.

What you'll be able to do

• Demonstrate the process of receiving goods into a retail environment.

What you'll be able to do

• Know about the different types of security risks that can arise in a retail environment
• Know about the potential impact of security risks on a retail organisation
• Implement measures to reduce security risks in a retail environment
• Respond appropriately to security incidents in a retail environment

What you'll be able to do

• Know the different types of unwanted plant growth, including weeds, pests, and diseases, and their impact on plant development.
• Maintain plant development by controlling unwanted plant growth and providing appropriate care.
• Know the types of equipment required for removing unwanted plant growth and how to maintain them in good 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.
• Identify unwanted plant growth accurately and differentiate it from desirable plants.
• Remove unwanted plant growth using appropriate methods and techniques, minimising damage to desirable plants.
• Work safely and minimise environmental damage when removing unwanted plant growth, following established procedures and guidelines.

What you'll be able to do

• Check quantities of ingredients available against the recipe requirements to ensure sufficient stock.
• Select the correct ingredients required for the bakery product, ensuring they are of the required quality and freshness.
• Weigh and measure ingredients accurately using appropriate equipment and techniques, adhering to the recipe specifications.

What you'll be able to do

• Sort donated goods safely, taking into account potential hazards and following health and safety guidelines.
• Sort donated goods effectively and efficiently, separating items for selling or recycling according to organisational procedures and guidelines.

What you'll be able to do

• Understand the roles and responsibilities of team members.
• Contribute effectively to team performance.