Model CurriculumWrist Watch-Tata • General table lamp • Tactile diagrams, • Tactile stickers, • Tactile flooring 4 To dismantle and store used during the vi sual merchandisi

Trainee Associate

Model Curriculum Trainee Associate

SECTOR: RETAIL

SUB-SECTOR: B2B&B2C

OCCUPATION: STORE OPERATIONS

REF ID: PWD/RAS/Q0103 VERSION 1.0

NSQF LEVEL: 4

Curriculum Aligned

for

Persons with Low Vision

Persons with Hearing Impairment

and

Persons with Locomotor Disability

Trainee Associate

Trainee Associate

TABLE OF CONTENT

1. Curriculum 01

Curriculum Aligned for Persons with Low Vision 02

Curriculum Aligned for Persons with Hearing Impairment 21

Curriculum Aligned for Persons with Locomotor Disability 42

2. Trainer Prerequisites 70

Trainer Prerequisites for Low Vision 70

Trainer Prerequisites for Hearing Impairment 71

Trainer Prerequisites for Locomotor Disability 72

3. Annexure: Assessment Criteria 73

4. Accommodation Guideline for Inclusive Trainer 85

Guideline for Persons with Low Vision and Blindness 85

Guidelines for Persons with Hearing Impairment 86

Guidelines for Persons with Locomotor Disability 86

Trainee Associate 1

Trainee Associate

Curriculum / Syllabus

This program is aimed at training candidates for the job of a “Trainee Associate”, in the “Retail”

Sector/Industry and aims at building the following key competencies amongst the learner

Program Name

Trainee Associate

Qualification Pack Name

& Reference ID.

Trainee Associate

PWD/RAS/Q0103 VERSION 1.0

Version No.

1.0

Version Update Date

09–12 –2015

Pre-requisites to Training 10th Pass

Training Outcomes After completing this programme, participants will be able to:

• Display stock to promote sales

• Plan and prepare visual merchandising displays

• Dress visual merchandising displays

• Dismantle and store visual merchandising displays

• Prepare products for sale

• Promote loyalty schemes to customers

• Keep the store secure

• Maintain health and safety

• Keep the store clean and hygienic

• Provide information and advice to customers

• Create a positive image of self & organization in the customers mind

• Work effectively in your team.

This course encompasses 12 out of 12 National Occupational Standards (NOS) of “Trainee Associate” Qualification Pack issued by “Retailers Association's Skill Council of India. The Curriculum is Aligned by Skill Council for Persons with Disability for Persons with Disabilities.

Trainee Associate 2

Curriculum Aligned for Persons with Low Vision

Sr.

No

.

Module Key Learning Outcomes Equipment

Required

Disability wise

Training Tools with

reference to

Expository for Each

NOS

1 To display

stock to

promote sales

Theory Duration

(hh:mm)

14:00

Practical Duration

(hh:mm)

14:00

Corresponding

NOS Code

RAS / N0105

The learners should be able to:

• Identify need for the display in

relation to stock, space, position of

the display and dates.

• Check that the display area is the

right size and report any concerns

promptly.

• Gather the materials, equipment

and stock you need for the display

and check that they are clean, safe

and in good working order.

• Follow company procedures for

clearing, cleaning and preparing

the display area before use.

• Set up and dismantle the display

safely, in line with plans and within

the time allowed.

• Check that the display is clean, tidy

and safe for use.

• Check that the display has the

levels of stock you need.

• Clean and store equipment and

excess materials; get rid of waste

safely, correctly and promptly.

• Check requirements for labelling stock.

• Check information on the label is

clear, accurate and legal before

starting to label stock.

• Report promptly any information

on labels that may need changing.

• Attach the right labels to the

right products.

• Position labels so that they are

securely fastened and customers

can see them clearly.

• The learners should be able to

apply knowledge of:

• Setting up displays as per the

health, safety and environmental

standards.

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers;

Credit Notes;

Currency Notes

of different

Denominations;

Carry Bags;

Physical Bill

Copy; Bar Code

Machine; Fake

note detection

equipment;

Customer

Feedback form

These tools may be

used during the

different jobs:

• Clearview+

Speech

• ZoomEx,

• Kurzweil,

• ABBY Fine

Reader,

• Tesseract

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),

• System Access to

Go(SATAGO),

• Voiceover,

• Talkback,

• Nuance Talks and

Mobile Speak,

• ORCA

• Windows

Magnifier

• Magic Screen

Magnification

Zoom Text

• Supernova Screen

Reader and

Magnifier

• DAISY

• Onyx

• Topaz

• Prism

• Optelec

• Kindle Paper

White/I Pad

Trainee Associate 3

• Following store procedures for

• display requirements for stock,

space, position of the display &

dates.

• Meeting Legal or Statutory

requirements.

• Cleaning and storing materials

• Android/IOS

Technology is best

known for

accessibility for

persons with Low

Vision.

• Angel Player/I-

Pods

• Talking calculator

• Signature Guide

• Wrist Watch-Tata

• General table lamp

• Tactile diagrams,

• Tactile stickers,

Tactile flooring,

2 To plan and

prepare visual

merchandising

displays

Theory Duration

(hh:mm)

14:00

Practical Duration

(hh:mm)

14:00

Corresponding

NOS Code

RAS / N0106


• Identify the purpose, content and

style of the display.

• Identify the equipment, materials,

merchandise and props you need

to create and install the display and

the dates for completing it.

• Evaluate whether the place you plan

to put the display is likely to fulfil the

design brief.

• Create new and effective ways of

improving the visual effect, within

limits of design brief, company’s

visual design policies and authority

you have.

• Confirm that the features of

merchandise and props shown in

the design brief are those most

likely to attract customers’

attention.

• Identify other merchandise and

props when those originally

specified are not available or not

suitable, and agree your selections

with the right person.

• Agree arrangements for delivery

of merchandise & props with right

people, allowing enough time for

deliveries to arrive before display

must be installed.

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers;

Credit Notes;

Currency Notes

of different

Denominations;

Carry Bags;

Physical Bill

Copy; Bar Code

Machine; Fake

note detection

equipment;

These tools may be

used during the

different jobs:

• ClearView+

Speech

• ZoomEx,

• Kurzweil,

• ABBY Fine

Reader,

• Tesseract

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),


Go(SATAGO),

• Voiceover,

• Talkback,


Mobile Speak,

• ORCA

• Windows

Magnifier

• Magic Screen

Magnification

Zoom Text


Reader and

Magnifier

Trainee Associate 4

• Check the progress of deliveries and

take suitable action if delays seem

likely.

The learners should be able to apply

knowledge of:

• Role of displays in marketing,

promotional and sales

campaigns and activities.

• Importance and content of the design

brief.

• The design brief to identify what

you need for the display.

• The company policies for visual

design.

• The role of displays in marketing,

promotional and sales campaigns

and activities.

• Using the design brief to identify what

you need for the display

• Merchandiser or buyer that

Yo u need to consult about

merchandise and props

• Arranging delivery of merchandise

and monitor the progress of

deliveries Updating stock records to

account for merchandise on

display Different approaches to

designing displays for different

types of merchandise, and why

these are effective.

• Evaluating the potential places to

put the display as per the design

brief.

• Light, colour, texture, shape and

dimension combine to achieve the

effects.

• Assessing the potential of places

for displays to meet the design

brief.

Customer

Feedback form

• DAISY

• Onyx

• Topaz

• Prism

• Optelec

• Kindle Paper

White/I Pad

• Android/IOS

Technology is best

known for

accessibility for

persons with Low

Vision.

• Angel Player/I-

Pods


• Signature Guide





• Tactile flooring,

Trainee Associate 5

3 To dress

visual

merchandi

sing

displays

Theory

Duration

(hh mm)

14:00

Practical

Duration

(hh:mm)

14:00

Corresponding

NOS Code

RAS / N0107


• Use the design brief to identify

the focal points of the display.

• Choose shapes, colours and

groupings that are suited to

the purpose and style of the

display.

• Create displays that achieve the

visual effect you need and are

consistent with the company’s

visual design policy.

• Position merchandise, graphics

and signs in ways that promote

sales.

• Check that lighting is installed in

line with the design brief.

• Check that the finished display

meets health and safety guidelines

and

legal requirements.

• Position merchandise, graphics

& signs according display

and meet requirements.

• Check that the display meets

requirements for easy access,

safety and security.

• Identify safety and security risks to

the display and choose suitable

ways of reducing risks.

• Consider how the display looks

from all the directions from which

customers will approach it.

Encourage colleagues to

provide constructive comments

about the display.

• Promptly make any adjustments

that you are authorized to make

and that are needed to achieve

the visual effect and to make the

display safe and secure.

• Regularly check the display’s

visual effect.

• Promptly report to the right

person any problems and risks

that you are not responsible for

sorting out yourself

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill Copy

These tools may be

used during the

different jobs:

• Clearview+

Speech

• ZoomEx,

• Kurzweil,

• ABBY Fine

Reader,

• Tesseract

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),


Go(SATAGO),

• Voiceover,

• Talkback,


Mobile Speak,

• ORCA

• Windows

Magnifier

• Magic Screen

Magnification

Zoom Text


Reader and

Magnifier

• DAISY

• Onyx

• Topaz

• Prism

• Optelec

• Kindle Paper

White/I Pad

• Android/IOS

Technology is best

known for

accessibility for

persons with Low

Vision.

• Angel Player/I-

Pods

Trainee Associate 6

The learners should be able

to apply knowledge of:

• Creating and using focal points within

a display.

Putting together merchandising

displays for use inside the store.

• Dressing mannequins, busts and

other props.

• Displaying different types of

merchandise.

• Choosing a suitable type

Of grouping.

• Using different types, directions

and levels of light to create

atmosphere.

• Achieving add-on sales and why

this is important.

The legal requirements which

apply to pricing and ticketing.

• the company’s visual design

and merchandising policies.

• Reporting arrangements for

sorting out problems and

reducing risks.

• Evaluating the visual effect of

displays.

• Making adjustments and

improvements to displays.

• Using scale when creating v i s u a l

effects.

• Dressing techniques for different

types of merchandise.

• Different purposes of displays and

their


• Signature Guide





• Tactile flooring

4 To dismantle

and store

visual

merchandisi

ng displays

Theory Duration

(hh:mm)

13:00

Practical Duration

(hh:mm)


• Dismantle displays safely.

• Protect the parts of the display

from being damaged during

dismantling.

• Return the parts of the display to the

appropriate places promptly and, if

needed, in a saleable condition.

• Get rid of unwanted materials safely

and keep accurate records of this if

needed.

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

These tools may be

used during the

different jobs:

• ClearView+

Speech

• ZoomEx,

• Kurzweil,

• ABBY Fine

Reader,

• Tesseract

Trainee Associate 7

13:00

Corresponding

NOS Code

RAS / N0108

• Clean display sites and parts using

safe and approved cleaning

materials and equipment.

• Work out accurately the storage

space required

Identify the protective package

you need and the security measures

that need to be in place

Store items in suitable places and

with clear and accurate labels.

• Keep accurate and up-to-

date records of items in

storage.

• Identify damaged items, missing

items and dangers and risks to

health and safety, and report

these promptly to the right person.

Check that storage facilities and

items in storage are clean, safe,

secure and accessible

• Working out the storage space

needed.

• Identifying requirements for

protective packaging and security

measures.

• Labelling items accurately.

• Keeping records of items and

where to store them.

• Items that need to be stored.

• Dangers and risks to health, safety

and security in relation to storage

facilities and stored items.

• Reporting dangers and risks to

the concerned.

• Techniques for cleaning display

sites and parts safely and

thoroughly.

• Checking the condition of items.

• Dealing with items that need repair.

• Store items securely

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill Copy;

Bar Code

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),


Go(SATAGO),

• Voiceover,

• Talkback,

Nuance Talks

• and Mobile Speak,

• ORCA

• Windows

Magnifier

• Magic Screen

Magnification

Zoom Text


Reader and

Magnifier

• DAISY

• Onyx

• Topaz

• Prism

• Android/IOS

Technology is best

known for

accessibility for

persons with Low

Vision.

• Angel Player/I-

Pods


• Signature Guide





Tactile flooring,

5 To prepare

products for

sale

Theory Duration

The learners should be able to

apply knowledge of:

• Products you are responsible

for preparing for sale.

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

These tools may be

used during the

different jobs:

• ClearView+

Speech

Trainee Associate 8

(hh:mm)

14:00

Practical Duration

(hh:mm)

14:00

Corresponding

NOS Code

RAS / N0109

• Where to put products together

and where to put them once they

are assembled.

• Working safely when putting

products together for sale.

• Checking that products have been

correctly put together and are safe

to display.

• Whom to approach for help when

products are proving difficult to put

together.

• Company quality standards for

products on display.

• Checking the condition of products on

display.

• Dealing with products that are

damaged.

• Tools to be used to put products

together.

• Getting rid of unwanted packaging

and waste

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill Copy;

Bar Code

Machine; Fake

note detection

equipment;

Customer

Feedback form

• ZoomEx,

• Kurzweil,

• ABBY Fine

Reader,

• Tesseract

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),


Go(SATAGO),

• Voiceover,

Talkback,


Mobile Speak,

• ORCA

• Windows

Magnifier

• Magic Screen

Magnification

Zoom Text


Reader and

Magnifier

• DAISY

• Onyx

• Topaz

• Prism

• Optelec

• Kindle Paper

White/I Pad

Android/IOS

• Technology is best

known for

accessibility for

persons with Low

Vision.

• Angel Player/I-

Pods


• Signature Guide




Trainee Associate 9



6 To promote

loyalty schemes

to customers

Theory Duration

(hh:mm)

11:00

Practical Duration

(hh:mm)

11:00

Corresponding

NOS Code

RAS / N0118


• Take suitable opportunities to ask

customers if they are members of

the loyalty scheme and whether

they are interested in joining.

• Explain clearly and accurately to

customers how joining the scheme

would benefit them, including any

current special offers relating to the

scheme.

• Respond positively to any questions

or objections that the customer

raises.

• Provide relevant information to the

customer to help them decide

whether to join the scheme.

• Treat the customer politely at all

times and in a way, that promotes

goodwill.

• Recognize accurately when

customers are interested in joining

the scheme.

• Take opportunities to ask customers

who are showing signs of interest to

sign up for the scheme.

• Fill in the membership application

accurately with the customer, using

the information they provide.

Give the customer proof of their

membership.

• Check with the customer that their

details, as shown on the

membership documentation, are

correct.

• Give application forms to customers

who show interest but are not willing

to join the scheme there and then.


knowledge of:

• Features and benefits of the

company’s loyalty scheme.

• Sources of information about the

scheme that you can use or tell the

customer abou

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill Copy;

Bar Code

Machine; Fake

note detection

equipment;

Customer

Feedback form

These tools may be

used during the

different jobs:

• ClearView+

Speech

• ZoomEx,

• Kurzweil,

• ABBY Fine

Reader,

• Tesseract

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),


Go(SATAGO),

• Voiceover,

• Talkback,


Mobile Speak,

• ORCA

• Windows

Magnifier

• Magic Screen

Magnification

Zoom Text


Reader and

Magnifier

• DAISY

• Onyx

• Topaz

• Prism

• Optelec

• Kindle Paper

White/I Pad

Android/IOS

Technology is best

known for accessibility

• Optelec

• Kindle Paper

White/I Pad

Trainee Associate 10

Loyalty schemes are importance in

achieving the company’s

Sources of information about the

scheme that you can use or tell

the customer about.

• Loyalty schemes are importance in

achieving the company’s

commercial aims.

Specific offers currently available to

scheme members

Gaining customer’s attention and

interest.

• Using suitable questions to gain

information about the customer

and their interest in joining the

scheme.

• Dealing with frequently raised

questions and objections in relation

to the scheme.

• Recognizing signals that customers

are interested in joining the loyalty

scheme.

• Asking customers to sign up for

scheme in a way that encourages

them to co-operate willingly.

• The layout of the membership

application form, the questions it

asks, and how to fill in the form

accurately.

• Android/IOS

Technology is best

known for

accessibility for

persons with Low

Vision.

• Angel Player/I-

Pods

Talking calculator

• Signature Guide





Tactile flooring

7 To keep the

store secure

Theory Duration

(hh:mm)

11:00

Practical Duration

(hh:mm)

11:00

Corresponding

NOS Code

RAS / N0119

• Follow company procedures for

preventing security risks while you

work.

• Notice where stock may have been

stolen and tell the right person about

it.


knowledge of:

• Workplace security matters.

• What can happen, to you and to

the company, if the store is not

kept secure.

• Helping to keep the workplace

secure by noticing and reporting

security risks.

• The types of security risk you need to

be alert for, including: shoplifting, theft

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

These tools may be

used during the

different jobs:

• ClearView+

Speech

• ZoomEx,

• Kurzweil,

• ABBY Fine

Reader,

• Tesseract

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),


by staff, aggressive customers,

vandalism, terrorist activity.

• Identifying security risks.

• Situations that can make you

less alert for security risks, and

how to deal with these

situations.

• Reporting security risks promptly

and accurately.

• Whom to report security risks to

and how to communicate these

risks.

• Reasons why you should not take

on more responsibility than you are

authorized to when faced with

security risks, including: personal

safety, legal considerations &

company policy.

Activating all the loss prevention and

security Securing all the security

alarms

Deactivating the loss prevention

&Deactivating the loss prevention &

security devices.

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill Copy;

Bar Code

Machine Fake

note detection

equipment;

Customer

Feedback form


Go(SATAGO),

• Voiceover,

• Talkback,


Mobile Speak,

• ORCA

• Windows

Magnifier

• Magic Screen

Magnification

Zoom Text


Reader and

Magnifier

• DAISY

• Onyx

• Topaz

• Prism

• Optelec

• Kindle Paper

White/I Pad

• Android/IOS

Technology is best

known for

accessibility for

persons with Low

Vision.

• Angel Player/I-

Pods


• Signature Guide





• Tactile flooring,

8 To maintain

health and

safety

Theory Duration

(hh:mm)

08:00


• Notice and correctly

identify accidents and

emergencies.

• Get help promptly and in the

most suitable way.

• Follow company policy and

procedures for preventing further

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

These tools may be

used during the

different jobs:

• ClearView+

Speech

• ZoomEx,

• Kurzweil,


Practical Duration

(hh:mm)

08:00

Corresponding

NOS Code

RAS / N0121

injury while waiting for help to

arrive.

• Act within the limits of your

responsibility and authority

when accidents and

emergencies arise.

• Promptly follow instructions given

by senior staff and the emergency

services.

Follow company procedures and

legal requirements for reducing

health and safety risks as far as

possible while you work.

• Use safety equipment correctly

and in the right situations.

• Get advice and help from the

right people when you are

concerned about your ability to

work safely.

• Take suitable safety measures

before lifting to protect yourself

and other people.

• Use approved lifting and

handling techniques.

• Check that any equipment you

need to use is fit for use.

Use lifting and handling

equipment in line with company

guidelines and manufacturers’

instructions.

• Plan a safe and efficient route

for moving goods.

• Make sure t that you understand

your responsibilities when you ask

others to help in lifting and

handling operations.


knowledge of:

• The types of accident and

emergency that tend to happen

in stores and

why they happen.

Getting help in the event of an

accident or emergency.

• Action you can safely and usefully

take while waiting for help to arrive.

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers;

Credit Notes;

Currency Notes

of different

Machine;

Denominati

ons; Carry

Bags;

Physical Bill

Copy; Bar

Code, Fake

note

detection

equipment;

Customer

Feedback form

• ABBY Fine

Reader,

• Tesseract

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),


Go(SATAGO),

• Voiceover,

• Talkback,


Mobile Speak,

• ORCA

• Windows

Magnifier

• Magic Screen

Magnification

Zoom Text


Reader and

Magnifier

• DAISY

• Onyx

• Topaz

• Prism

• Optelec

• Kindle Paper

White/I Pad

• Android/IOS

Technology is best

known for

accessibility for

persons with Low

Vision.

• Angel Player/I-

Pods

Talking calculator

• Signature Guide






• Health and safety risk that can

arise in a store environment.

Company procedures and legal

requirements for reducing health

and safety risks as far as possible

while you work.

• Following health and safety

procedures.

Safety equipment you need to use

and why you need to use it

• Getting help in the event of an

accident or emergency.

• Action you can safely and usefully

take while waiting for help to arrive.

• Health and safety risk that can arise

in a store environment.

Company procedures and legal

requirements for reducing health

and safety risks as far as possible

while you work.


• What you can lift safely.

• Weight of the loads you are asked to

lift.

• Company guidelines for not lifting

more than safe loads.

Planning your route when moving

goods including the types of

obstacles to look for and how to

remove or avoid them.

• Company guidelines and

manufacturers’ instructions for using

lifting and handling equipment.

• Approved techniques for safe

handling and lifting

Approved procedures for using

safety equipment.

Tactile flooring,

9 To keep the

store clean

and hygienic

Theory Duration

(hh:mm)

08:00

Practical Duration


• Get the equipment and materials

that are suitable for the surfaces

that need cleaning.

• Safely position the cleaning

equipment and materials and any

items you must move.

• Keep the risk of spillages to a

minimum and clean up any

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

These tools may be

used during the

different jobs:

• ClearView+

Speech

• ZoomEx,

• Kurzweil,


(hh:mm)

08:00

Corresponding

NOS Code

RAS / N0123

spillages promptly and

thoroughly.

• Get rid of rubbish and waste

promptly and safely.

• Disturb other people as little as

possible while cleaning.

• Check that surfaces are

thoroughly clean.

• Store cleaning equipment and

materials correctly and promptly

when you have finished cleaning.

• Use suitable equipment to tidy

work areas.

• Check that equipment is safe to use

before starting to use it.

• Get rid of waste and litter safely and

in line with company procedures.

• Disturb other people as little as

possible while getting rid of waste

and litter.

• Store equipment correctly and

promptly after use.

• Wear protective clothing that is

clean and suitable for the work you

need to do.

• Dispose correctly of used

clothing and products.

Use effective practices and

techniques for keeping your hair,

skin and nails clean enough for the

work you


apply knowledge of:

• Health and safety risks posed

by spillages. Cleaning up

spillages promptly.

• Following procedures laid by Health

Regulations when carrying out

routine cleaning and when dealing

with spillages.

• Cleaning up spillages thoroughly.

• Getting rid of rubbish and

waste promptly and safely.

• Not disturbing others as much as


related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill Copy;

Bar Code

Machine; Fake

note detection

equipment;

Customer

Feedback form

• ABBY Fine

Reader,

• Tesseract

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),


Go(SATAGO),

• Voiceover,

• Talkback,


Mobile Speak,

• ORCA

• Windows

Magnifier

• Magic Screen

Magnification

Zoom Text


Reader and

Magnifier

• DAISY

• Onyx

• Topaz

• Prism

• Optelec

Kindle Paper White/I

Pad

Android/IOS

Technology is best

known for accessibility

for persons with Low

Vision

• Angel Player/I-

Pods


• Signature Guide





Tactile flooring


• Company standards for clean

work surfaces.

• Why work areas should be kept free

of waste and litter, including health

and safety reasons.

• Safe methods for getting rid of

waste and litter.

• Where equipment is stored.

• Putting equipment away

promptly after use.

• Effective cleaning practices and


skin and nails clean enough for the

work you do

Techniques for reducing as far as

possible the risk of spillages.

• Equipment usage and how to check

it is safe to use

10 To provide

information and

advice to

customers

Theory Duration

(hh:mm)

14:00

Practical Duration

(hh:mm)

14:00

Corresponding

NOS Code

RAS / N0124


• Acknowledge promptly and politely

customers’ requests for

information and advice.

• Identify the customer’s needs for


• Communicate information and

advice to customers in ways they

can understand.

• Provide information and advice to

customers that is relevant,

complete, accurate and up to

date.

Check politely that the information

and advice provided meets the

Find other ways to help the

customer when the information

and advice given is not

satisfactory.

• Refer requests for information or

advice to the right person when

you cannot help the customer.

• Identify the nature of the complaint

from information obtained from

customers Acknowledge the

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill Copy;

Bar Code

These tools may be

used during the

different jobs:

• ClearView+

Speech

• ZoomEx,

• Kurzweil,

• ABBY Fine

Reader,

• Tesseract

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),

System


Go(SATAGO),

• Voiceover,

• Talkback,


Mobile Speak,

• ORCA

• Windows

Magnifier


complaint clearly and accurately

and apologies to the customer.

• Follow legal requirements and

company policies and procedures

for dealing with complaints.

• When it is not your responsibility

to sort complaints, refer them

promptly to the right person &

explain the referral procedure

clearly to the customer.


apply knowledge of:

• Identifying the customer’s needs

for information and advice.

• Giving clear and accurate information

and check the customer

understands you.

• Whom to approach for help if you

cannot provide information and

advice yourself.

• Why it is important to keep

customer loyalty and confidence.

• Maintaining customer loyalty and

confidence while dealing with

requests for information and

advice.

• Company policy on customer

service and how this applies to

giving information and advice to

customers.

• Managing angry customers.

• Responsibility for sorting

out complaints.

• Escalation for problems you

cannot resolve

Machine; Fake

note detection

equipment;

Customer

Feedback form

• Magic Screen

Magnification

Zoom Text


Reader and

Magnifier

• DAISY

• Onyx

• Topaz

• Prism

• Optelec

• Kindle Paper

White/I Pad

• Android/IOS

Technology is best

known for

accessibility for

persons with Low

Vision.

• Angel Player/I-

Pods


• Signature Guide






accessibility for

persons with Low

Vision.

• Angel Player/I-

Pods


• Signature Guide





Tactile flooring


11 To create a

positive image

of self &

organization in

the customers

mind

Theory Duration

(hh:mm)

11:00

Practical Duration

(hh:mm)

11:00

Corresponding

NOS Code

RAS / N0130


• Meet your organization’s

standards of appearance and

behaviour.

• Greet your customer respectfully

and in a friendly manner.

• Communicate with your customer

in a way that makes them feel

valued and respected.

• Identify and confirm your

customer’s expectations.

• Treat your customer courteously

and helpfully at all times.

• Keep your customer informed

and reassured.

• Adapt your behaviour to

respond effectively to different

customer behaviour.

• Respond promptly to a

customer seeking assistance.

• Select the most appropriate way

of communicating with your

customer.

• Check with your customer that

you have fully understood their

expectations.

• Respond promptly and positively to

your customers' questions and

comments.

• Allow your customer time to

consider your response and give

further explanation when

appropriate.

• Quickly locate information that will

help your customer.

• Give your customer the information

they need about the services or

products offered by your

organization.

• Recognize information that your

customer might find complicated

and check whether they fully

understand.

• Explain clearly to your customers

any reasons why their needs or

expectations cannot be met

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill Copy;

Bar Code

Machine; Fake

note detection

equipment;

Customer

Feedback form

These tools may be

used during the

different jobs:

• ClearView+

Speech

• ZoomEx,

• Kurzweil,

• ABBY Fine

Reader,

• Tesseract

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),


Go(SATAGO),

• Voiceover,

• Talkback,


Mobile Speak,

• ORCA

• Windows

Magnifier

• Magic Screen

Magnification

Zoom Text


Reader and

Magnifier

• DAISY

• Onyx

• Topaz

• Prism

• Optelec

• Kindle Paper

White/I Pad

• Android/IOS

Technology is best

known for

accessibility for

persons with Low

Vision.

• Angel Player/I-

Pods



apply knowledge of:

• Organization’s standards for

appearance and behaviour.

• Organization’s guidelines for how

to recognize what your customer

wants and respond appropriately.

• Organization’s rules and

procedures regarding the methods

of communication you use.


• Signature Guide






12 To work

effectively in

your team

Theory Duration

(hh:mm)

08:00

Practical Duration

(hh:mm)

08:00

Corresponding

NOS Code

RAS / N0137


• Display courteous and helpful

behaviour at all times.

• Take opportunities to enhance the

level of assistance offered to

colleagues

• Meet all reasonable requests for

assistance within acceptable

workplace timeframes

Complete allocated tasks as

required.

• Seek assistance when difficulties

arise.

• Use questioning techniques to

clarify instructions or

responsibilities.

• Identify and display a non-

discriminatory attitude in all

contacts with customers and

other staff members.

• Observe appropriate dress code

and presentation as required by

the workplace, job role and level

of customer contact.

• Follow personal hygiene

procedures according to

organizational policy and relevant

legislation.

• Interpret, confirm and act on

workplace information,

instructions and procedures

relevant to the particular task.

• Interpret, confirm and act on

legal requirements in regard to

anti- discrimination, sexual

harassment and bullying.

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill Copy;

Bar Code

Machine; Fake

note detection

equipment;

Customer

Feedback form

These tools may be

used during the

different jobs:

• ClearView+

Speech

• ZoomEx,

• Kurzweil,

• ABBY Fine

Reader,

• Tesseract

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),


Go(SATAGO),

• Voiceover,

• Talkback,


Mobile Speak,

• ORCA

• Windows

Magnifier

• Magic Screen

Magnification

Zoom Text


Reader and

Magnifier

• DAISY

• Onyx

• Topaz

• Prism

• Optelec


• Ask questions to seek and

clarify workplace information.

Plan and organize daily work

routine within the scope of the

job role.

• Priorities and complete tasks

according to required

timeframes.

• Identify work and personal

priorities and achieve a balance

between competing priorities.

The value system of the

organization.

• Employee rights and obligations.

• The reporting hierarchy

and escalation matrix.

• Ask questions to identify and

confirm requirements.

• Follow routine instructions through

clear and direct communication.

• Use language and concepts

appropriate to cultural differences.

• Use and interpret non-verbal

communication.

• The scope of information or materials

required within the parameters of

the job role.

• Consequences of poor team

participation on job outcomes.

• Work health and safety

requirements


apply knowledge of:

• The policies and procedures relating

to the job role.


organization.

• Employee rights and obligations.

• The reporting hierarchy

and escalation matrix.



• Follow routine instructions through

clear and direct communication.

• Kindle Paper

White/I Pad

• Android/IOS

Technology is best

known for

accessibility for

persons with Low

Vision.

• Angel Player/I-

Pods


• Signature Guide





Tactile flooring,

Total Duration

Unique Equipment Required:


Theory Duration

140:00

Practical Duration

140:00

• Shelves for Stacking Products

• Shopping Cart

• Signage Board Retail

• Offer / Policy Signage

• Big Poster (at POS) for offer

related advertisement

• Card Swiping Machine

• Gondola

• Products for display (Dummy

Cameras and Mobiles)

• Danglers

• Coupons and Vouchers

• Credit Notes

• Currency Notes of different

Denominans

• Carry Bags

• Physical Bill Copy

• Bar Code Machine

• Fake note detection equipment

• Customer Feedback form

Grand Total Course Duration: 280 Hours00 Minutes

(This syllabus/ curriculum has been approved by Retailers Association's Skill Council of India


Curriculum Aligned for Persons with Hearing Impairment

Sr.

No.


Required

Disability wise

Training Tools with

reference to

Expository for Each

NOS

1 To display

stock to

promote

sales

Theory Duration

(hh:mm)

14:00

Practical Duration

(hh:mm)

14:00

Corresponding

NOS Code

RAS / N0105


• Identify need for the display in

relation to stock, space,

position of the display and

dates.

• Check that the display area is

the right size and report any

concerns promptly.

• Gather the materials,

equipment and stock you

need for the display and check

that they are clean, safe and in

good working order.

• Follow company procedures

for clearing, cleaning and

preparing the display area

before use.

• Set up and dismantle the

display safely, in line with plans

and within the time allowed.

• Check that the display is clean,

tidy and safe for use.

• Check that the display has

the levels of stock you need.

• Clean and store equipment

and excess materials; get rid

of waste safely, correctly and

promptly.

• Check requirements for labelling

stock.

• Check information on the label

is clear, accurate and legal

before starting to label stock.

• Report promptly any

information on labels that

may need changing.

• Attach the right labels to

the right products.

Shelves for

Stacking

Products

; Shopping

Cart; Signage

Board Retail;

Offer / Policy

Signage; Big

Poster (at

POS) for offer

related

advertisement

; Card Swiping

Machine;

Gondola;

Products for

display

(Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers;

Credit Notes;

Currency

Notes of

different

Denomination

s; Carry Bags;

Physical Bill

Copy; Bar Code

Machine; Fake

note

detection

equipment;

Customer

Feedback

form

Indian Sign Language

(ISL) Interpreter for all

modules should be

mandatory. In addition,

the following tools may

be used during training:

• Assistive

Aid/Service

• Ai-Live

• Captions First

• Captions 2020

• Closed Capp

• Let’s Talk

• Google Now for

Android,


• Position labels so that they

are securely fastened and

customers can see them

clearly.

• The learners should be able


• Setting up displays as per

the health, safety and

environmental standards.

• Following store procedures for

• display requirements for

stock, space, position of the

display & dates.


requirements.

• Cleaning and storing materials

2 To plan and

prepare visual

merchandising

displays

Theory Duration

(hh:mm)

14:00

Practical Duration

(hh:mm)

14:00

Corresponding

NOS Code

RAS / N0106


• Identify the purpose, content

and style of the display.

• Identify the equipment,

materials, merchandise and

props you need to create and

install the display and the dates

for completing it.

• Evaluate whether the place you

plan to put the display is likely

to fulfil the design brief.

• Create new and effective ways

of improving the visual effect,

within limits of design brief,

company’s visual design

policies and authority you

have.

• Confirm that the features of


shown in the design brief are

those most likely to attract

customers’ attention.

• Identify other merchandise and

props when those originally

specified are not available or

not suitable, and agree your

selections with the right

person.

• Agree arrangements for

delivery of merchandise &

Shelves for

Stacking

Products

; Shopping

Cart; Signage

Board Retail;

Offer / Policy

Signage; Big

Poster (at

POS) for offer

related

advertisement

; Card Swiping

Machine;

Gondola;

Products for

display

(Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers;

Credit Notes;

Currency

Notes of

different

Denomination

s; Carry Bags;

Physical Bill



modules should be




• Assistive

Aid/Service

• Ai-Live

• Captions First

• Captions 2020

• Closed Capp

• Let’s Talk

• Google Now for

Android,


props with right people,

allowing enough time for

deliveries to arrive before

display must be installed.

• Check the progress of deliveries

and take suitable action if

delays seem likely.


apply knowledge of:

• Role of displays in

marketing, promotional

and sales campaigns and

activities.

• Importance and content of the

design brief.

• The design brief to identify

what you need for the

display.

• The company policies for visual

design.

• The role of displays in marketing,

promotional and sales

campaigns and activities.

• Using the design brief to

identify what you need for the

display

• Merchandiser or buyer that

Yo u need to consult about


• Arranging delivery of

merchandise and monitor the

progress of deliveries

Updating stock records to

account for merchandise on

display Different approaches

to designing displays for

different types of

merchandise, and why these

are effective.

• Evaluating the potential places

to put the display as per the

design brief.

• Light, colour, texture, shape

and dimension combine to

achieve the effects.

Copy; Bar Code

Machine; Fake

note

detection

equipment;

Customer

Feedback

form


• Assessing the potential of

places for displays to meet

the design brief.

3 To dress

visual

merchandi

sing

displays

Theory

Duration

(hh mm

Corresponding

NOS Code

RAS / N0107


• Use the design brief to identify

the focal points of the display.

• Choose shapes, colours and

groupings that are suited to

the purpose and style of the

display.

• Create displays that achieve

the visual effect you need and

are consistent with the


policy.

• Position merchandise,

graphics and signs in ways

that promote sales.

• Check that lighting is installed

in line with the design brief.

• Check that the finished display

meets health and safety

guidelines and

legal requirements.

Position merchandise,

graphics & signs according

display and meet r

requirements.

• Check that the display meets

requirements for easy access,

safety and security.

• Identify safety and security

risks to the display and choose

suitable ways of reducing

risks.

• Consider how the display

looks from all the directions

from which customers will

approach it.


provide constructive comments

about the display.

• Promptly make any

adjustments that you are

authorized to make and that

are needed to achieve the

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of

different

Denominations;

Carry Bags;

Physical Bill

Copy



modules should be




• Assistive

Aid/Service

• Ai-Live

• Captions First

• Captions 2020

• Closed Capp

• Let’s Talk

• Google Now for

Android


visual effect and to make the



visual effect.

• Promptly report to the right

person any problems and

risks that you are not

responsible for sorting out

yourself.


apply knowledge of:

• Creating and using

focal points within a

display.

• Putting together

merchandising displays

for use inside the store.

• Dressing mannequins,

busts and other props.

• Displaying different types of

merchandise.

• Choosing a suitable type of

grouping.

• Using different types,

directions and levels of light

to create atmosphere.

• Achieving add-on sales and

why this is important.

The legal requirements which

apply to pricing and ticketing.

• the company’s visual

design and

merchandising policies.



reducing risks.

• Evaluating the visual effect of

displays.



• Using scale when creating

visual effects.

• Dressing techniques for

different types of

merchandise.


• Different purposes of

displays and their

4 To dismantle

and store

visual

merchandisi

ng displays

Theory Duration

(hh:mm)

13:00

Practical Duration

(hh:mm)

13:00

Corresponding

NOS Code

RAS /

N0108



• Protect the parts of the

display from being damaged

during dismantling.

• Return the parts of the display

to the appropriate places

promptly and, if needed, in a

saleable condition.

• Get rid of unwanted materials

safely and keep accurate

records of this if needed.

• Clean display sites and parts

using safe and approved

cleaning materials and

equipment.

• Work out accurately the

storage space required.

Identify the protective

packaging you need and the

security measures that need

to be in place

Store items in suitable places

and with clear and accurate

labels.

• Keep accurate and up-to-date

records of items in storage.

• Identify damaged items,

missing items and dangers

and risks to health and safety,

and report these promptly to

the right person.

Check that storage facilities

and items in storage are

clean, safe, secure and

accessible

• Working out the storage

space needed.

• Identifying requirements for

protective packaging and

security measures.


• Keeping records of items

and where to store them.

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of

different

Denominations;

Carry Bags;

Physical Bill

Copy; Bar Code



modules should be




• Assistive

Aid/Service

• Ai-Live

• Captions First

• Captions 2020

• Closed Capp

• Let’s Talk

• Google Now for

Android


• Items that need to be stored.

• Dangers and risks to health,

safety and security in relation to

storage facilities and stored

items.

• Reporting dangers and risks

to the concerned.

• Techniques for cleaning

display sites and parts safely

and thoroughly.

Checking the condition of

items.

Dealing with items that need

repair.


5 To prepare

products for

sale

Theory Duration

(hh:mm)

14:00

Practical Duration

(hh:mm)

14:00

Corresponding

NOS Code

RAS / N0109



• Products you are responsible

for preparing for sale.

• Where to put products

together and where to put

them once they are

assembled.

• Working safely when putting

products together for sale.

• Checking that products have

been correctly put together

and are safe to display.

• Whom to approach for help

when products are proving

difficult to put together.

• Company quality standards

for products on display.

• Checking the condition of


• Dealing with products that are

damaged.

• Tools to be used to put

products together

Getting rid of unwanted

packaging and waste

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of

different

Denominations;

Carry Bags;

Physical Bill

Copy; Bar Code

Machine; Fake

note detection

equipment;



modules should be




• Assistive

Aid/Service

• Ai-Live

• Captions First

• Captions 2020

• Closed Capp

• Let’s Talk

• Google Now for

Android,


Customer

Feedback form

6 To promote

loyalty schemes

to customers

Theory Duration

(hh:mm)

11:00

Practical Duration

(hh:mm)

11:00

Corresponding

NOS Code

RAS / N0118


• Take suitable opportunities

to ask customers if they are

members of the loyalty

scheme and whether they

are interested in joining.

• Explain clearly and accurately

to customers how joining the

scheme would benefit them,

including any current special

offers relating to the scheme.

• Respond positively to any

questions or objections that

the customer raises.

• Provide relevant information to

the customer to help them

decide whether to join the

scheme.

• Treat the customer

politely at all times and in

a way, that promotes

goodwill.

• Recognize accurately when

customers are interested in

joining the scheme.

• Take opportunities to ask

customers who are showing

signs of interest to sign up for

the scheme.

• Fill in the membership

application accurately with the

customer, using the

information they provide.

Give the customer proof

of their membership.

• Check with the customer that

their details, as shown on the

membership

documentation, are correct.

• Give application forms to

customers who show interest

but are not willing to join the

scheme there and then.

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of

different

Denominations;

Carry Bags;

Physical Bill

Copy; Bar Code

Machine; Fake

note detection

equipment;

Customer

Feedback form



modules should be




• Assistive

Aid/Service

• Ai-Live

• Captions First

• Captions 2020

• Closed Capp

• Let’s Talk

• Google Now for

Android,




• Features and benefits of the

company’s loyalty scheme.

• Sources of information about

the scheme that you can use

or tell the customer about.

Loyalty schemes are

importance in achieving the

company’s

Sources of information about

the scheme that you can use

or tell the customer about.

• Loyalty schemes are


company’s commercial aims.

Specific offers currently

available to scheme

members

Gaining customer’s

attention and interest.

• Using suitable questions to

gain information about the

customer and their interest

in joining the scheme.

• Dealing with frequently raised

questions and objections in

relation to the scheme.

• Recognizing signals that


joining the loyalty scheme.

• Asking customers to sign up

for scheme in a way that

encourages them to co-

operate willingly.

• The layout of the

membership application

form, the questions it asks,

and how to fill in the form

accurately.


7 To keep the

store

secure

Theory Duration

(hh:mm)

11:00

Practical Duration

(hh:mm)

11:00

Corresponding

NOS Code

RAS / N0119

• Follow company

procedures for preventing

security risks while you

work.

• Notice where stock may have

been stolen and tell the right

person about it.




• What can happen, to you

and to the company, if the

store is not kept secure.

• Helping to keep the

workplace secure by noticing

and reporting security risks.

• The types of security risk you

need to be alert for,

including: shoplifting, theft by

staff, aggressive customers,

vandalism, terrorist activity.


• Situations that can make you

less alert for security risks, and

how to deal with these

situations.

• Reporting security risks

promptly and accurately.

• Whom to report security

risks to and how to

communicate these risks.

• Reasons why you should not

take on more responsibility

than you are authorized to

when faced with security

risks, including: personal

safety, legal considerations &

company policy.

Activating all the loss

prevention and secure

Securing all the security

alarms.

• Deactivating the loss

prevention Deactivating the loss

prevention &

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of

different

Denominations;

Carry Bags;

Physical Bill

Copy; Bar Code

Machine Fake

note detection

equipment;

Customer

Feedback form



modules should be




• Assistive

Aid/Service

• Ai-Live

• Captions First

• Captions 2020

• Closed Capp

• Let’s Talk

• Google Now for

Android,


security devices.

8 To maintain

health and

safety

Theory Duration

(hh:mm)

08:00

Practical Duration

(hh:mm)

08:00

Corresponding

NOS Code

RAS / N0121


• Notice and correctly

identify accidents

and emergencies.

• Get help promptly and in

the most suitable way.

• Follow company policy and


further injury while waiting for

help to arrive.

• Act within the limits of

your responsibility and

authority when accidents

and emergencies arise.

• Promptly follow instructions

given by senior staff and the

emergency services.

Follow company

procedures and legal

requirements for

reducing health and

safety risks as far as

possible while you work.

• Use safety equipment

correctly and in the right

situations.

• Get advice and help from

the right people when you

are concerned about your

ability to work safely.

• Take suitable safety

measures before lifting to

protect yourself and other

people.

• Use approved lifting and

handling techniques.

Shelves for

Stacking

Products

; Shopping

Cart; Signage

Board Retail;

Offer / Policy

Signage; Big

Poster (at

POS) for offer

related

advertisement

; Card Swiping

Machine;

Gondola;

Products for

display

(Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers;

Credit Notes;

Currency

Notes of

different

Machine;

Denominat

ions; Carry

Bags;

Physical Bill

Copy; Bar

Code,

Fake note

detection

equipment;

Customer

Feedback form



modules should be




• Assistive

Aid/Service

• Ai-Live

• Captions First

• Captions 2020

• Closed Capp

• Let’s Talk

• Google Now for

Android,


• Check that any equipment

you need to use is fit for

use.


equipment in line with

company guidelines and

manufacturers’ instructions.

• Plan a safe and efficient

route for moving goods.

• Make sure t that you

understand your

responsibilities when you

ask others to help in lifting

and handling operations.




emergency that tend to

happen in stores and

why they happen.

Getting help in the

event of an accident or

emergency.

• Action you can safely and

usefully take while waiting

for help to arrive.

• Health and safety risk that

can arise in a store

environment.

Company procedures and

legal requirements for

reducing health and safety

risks as far as possible while

you work.


procedures.

• Safety equipment you

need to use and why you

need to use it

• Getting help in the

event of an accident or

emergency.



for help to arrive.




environment.





you work.

• Following health and

safety


• Weight of the loads you are

asked to lift.

• Company guidelines for

not lifting more than safe

loads.

• Planning your route when

moving goods including the

types of obstacles to look for

and how to remove or avoid

them.


manufacturers’ instructions

for using lifting and handling

equipment.

• Approved techniques

for safe handling and

lifting.

• Approved procedures for

using safety equipment.

9 To keep the

store clean

and hygienic

Theory Duration

(hh:mm)

08:00

Practical Duration

(hh:mm)

08:00

Corresponding

NOS Code

RAS / N0123


• Get the equipment and

materials that are suitable

for the surfaces that need

cleaning.

• Safely position the

cleaning equipment and

materials and any items

you must move.

• Keep the risk of spillages to

a minimum and clean up

any spillages promptly and

thoroughly.

• Get rid of rubbish

and waste promptly

and safely.

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy



modules should be




• Assistive

Aid/Service

• Ai-Live

• Captions First

• Captions 2020

• Closed Capp

• Let’s Talk

• Google Now for

Android,


• Disturb other people as

little as possible while

cleaning.


thoroughly clean.

• Store cleaning

equipment and materials

correctly and promptly

when you have finished

cleaning.

• Use suitable equipment to

tidy work areas.

• Check that equipment is

safe to use before starting

to use it.

• Get rid of waste and litter

safely and in line with

company procedures.

• Disturb other people as

little as possible while

getting rid of waste and

litter.

• Store equipment

correctly and promptly

after use.

• Wear protective clothing that

is clean and suitable for the

work you need to do.

• Dispose correctly of used

clothing and products.

Use effective practices and


skin and nails clean enough for

the work you



• Health and safety risks

posed by spillages.

Cleaning up spillages promptly.

• Following procedures laid

by Health Regulations when

carrying out routine cleaning

and when dealing with

spillages.

Cleaning up spillages

thoroughly.

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of

different

Denominations;

Carry Bags;

Physical Bill

Copy; Bar Code

Machine; Fake

note detection

equipment;

Customer

Feedback form


• Getting rid of rubbish

and waste promptly and

safely.

• Not disturbing others as

much as possible while

cleaning.

• Company standards for

clean work surfaces.

• Why work areas should be

kept free of waste and litter,

including health and safety

reasons.

• Safe methods for getting rid

of waste and litter.

• Where equipment is stored.

• Putting equipment away

promptly after use.

• Effective cleaning practices

and techniques for keeping

your hair, skin and nails clean

enough for the work you do.

Techniques for reducing

as far as possible the risk

of spillages.

• Equipment usage and how

to check it is safe to use

10 To provide

information

and advice to

customers

Theory Duration

(hh:mm)

14:00

Practical Duration

(hh:mm)

14:00

Corresponding

NOS Code

RAS / N0124


• Acknowledge promptly and

politely customers’ requests

for information and advice.

• Identify the customer’s

needs for information

and advice

Communicate

information a d v i c e to

customers in ways they

can understand.

• Provide information and

advice to customers that is

relevant, complete, accurate

and up to date

Check politely that the

information and advice

provided meets

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and



modules should be




• Assistive

Aid/Service

• Ai-Live

• Captions First

• Captions 2020

• Closed Capp

• Let’s Talk

• Google Now for

Android,



customer when the

information and advice given

is not satisfactory.

• Refer requests for

information or advice to the

right person when you

cannot help the customer.

• Identify the nature of the

complaint from information

obtained from customers

Acknowledge the complaint

clearly and accurately and

apologies to the customer.

• Follow legal requirements

and company policies and

procedures for dealing with

complaints.

• When it is not your

responsibility to sort

complaints, refer them

promptly to the right person

& explain the referral

procedure clearly to the

customer.



• Identifying the customer’s

needs for information and

advice.

• Giving clear and accurate

information and check the

customer understands you.

• Whom to approach for

help if you cannot provide


yourself.


customer loyalty and

confidence.

• Maintaining customer

loyalty and confidence while

dealing with requests for


• Company policy on customer

service and how this applies

Vouchers; Credit

Notes; Currency

Notes of

different

Denominations;

Carry Bags;

Physical Bill

Copy; Bar Code

Machine; Fake

note detection

equipment;

Customer

Feedback form


to giving information and

advice to customers.

• Managing angry customers.

• Responsibility for

sorting out

complaints.

• Escalation for problems you

cannot resolve

11 To create a

positive

image of self

& organization

in the

customers

mind

Theory Duration

(hh:mm)

11:00

Practical Duration

(hh:mm)

11:00

Corresponding

NOS Code

RAS / N0130



standards of appearance and

behaviour.

• Greet your customer

respectfully and in a friendly

manner.

• Communicate with your

customer in a way that

makes them feel valued and

respected.



• Treat your customer

courteously and helpfully at

all times.

• Keep your customer

informed and reassured.

• Adapt your behaviour to

respond effectively to

different customer

behaviour.

• Respond promptly to a

customer seeking

assistance.

• Select the most appropriate

way of communicating with

your customer.

• Check with your customer

that you have fully

understood their

expectations.

• Respond promptly and

positively to your customers'

questions and comments.

• Allow your customer time to

consider your response and

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of

different

Denominations;

Carry Bags;

Physical Bill

Copy; Bar Code

Machine; Fake

note detection

equipment;

Customer

Feedback form



modules should be




• Assistive

Aid/Service

• Ai-Live

• Captions First

• Captions 2020

• Closed Capp

• Let’s Talk

• Google Now for

Android,


give further explanation when

appropriate.

• Quickly locate information

that will help your

customer.

• Give your customer the

information they need

about the services or


organization.

• Recognize information

that your customer might

find complicated and

check whether they fully

understand.

• Explain clearly to your

customers any reasons why

their needs or expectations

cannot be met.


apply knowledge of:

• Organization’s

standards for

appearance and

behaviour.

• Organization’s guidelines for

how to recognize what your

customer wants and respond

appropriately.

• Organization’s rules and

procedures regarding the

methods of communication

you use.

12 To work

effectively in

your team

Theory Duration

(hh:mm)

08:00

Practical Duration

(hh:mm)

08:00


• Display courteous and

helpful behaviour at all

times.

• Take opportunities to

enhance the level of

assistance offered to

colleagues

• Meet all reasonable

requests for assistance

within acceptable

workplace timeframes

Shelves for

Stacking

Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;



modules should be




• Assistive

Aid/Service

• Ai-Live

• Captions First

• Captions 2020

• Closed Capp

• Let’s Talk


Corresponding

NOS Code

RAS / N0137

Complete allocated tasks

as required.

• Seek assistance when

difficulties arise.

• Use questioning techniques

to clarify instructions or

responsibilities.

• Identify and display a non-

discriminatory attitude in all

contacts with customers and

other staff members.

• Observe appropriate dress

code and presentation as

required by the workplace,

job role and level of

customer contact.



organizational policy and

relevant legislation.

• Interpret, confirm and act

on workplace information,

instructions and

procedures relevant to the

particular task.

• Interpret, confirm and act

on legal requirements in

regard to anti-

discrimination, sexual

harassment and bullying.

• Ask questions to seek

and clarify workplace

information

Plan and organize daily

work routine within the

scope of the job role.

prioritize and complete

tasks according to

required timeframes.

• Identify work and personal

priorities and achieve a

balance between

competing priorities.


organization.

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of

different

Denominations;

Carry Bags;

Physical Bill

Copy; Bar Code

Machine; Fake

note detection

equipment;

Customer

Feedback form

• Google Now for

Android,


Employee rights and

obligations.

• The reporting hierarchy and

escalation matrix.



• Follow routine instructions

through clear and direct

communication.

• Use language and concepts

appropriate to cultural

differences.

• Use and interpret non-verbal

communication.

• The scope of information or

materials required within the

parameters of the job role.

• Consequences of poor team

participation on job

outcomes.


requirements



• The policies and procedures

relating to the job role.

Total Duration

Theory Duration

140:00

Practical Duration

140:00



• Shopping Cart



• Big Poster (at POS) for offer

related advertisement


• Gondola


Cameras and

Mobiles)

• Danglers


• Credit Notes

• Currency Notes of

• Carry Bags


• Bar Code Mach

In such NOSs where

specific requirements

have not been

indicated will need

value addition by using

these tools which are

mentioned with NOSs

and sign language

interpreter during the

training programme.

ISL Interpreter for all

modules will be

mandatory


Fake note detection

equipment





Curriculum Aligned for Persons with Locomotor Disability

Sr.

No

.


Required

Disability wise Training

Tools with reference to

Expository for Each NOS

1 To display

stock to

promote sales

Theory Duration

(hh:mm)

14:00

Practical Duration

(hh:mm)

14:00

Corresponding

NOS Code

RAS / N0105


• Identify need for the display

in relation to stock, space,


dates.

• Check that the display

area is the right size and

report any concerns

promptly.



need for the display and

check that they are clean,

safe and in good working

order.

• Follow company

procedures for clearing,

cleaning and preparing the

display area before use.


display safely, in line with

plans and within the time

allowed.

• Check that the display is

clean, tidy and safe for use.


has the levels of stock

you need.

• Clean and store

equipment and excess

materials; get rid of waste

safely, correctly and

promptly.

• Check requirements for

labelling stock.

• Check information on the

label is clear, accurate and

legal before starting to

label stock.

Shelves for

Stacking Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill

Copy; Bar Code

Machine; Fake

note detection

equipment;

Customer

Feedback form

These tools may be used

during the different jobs:

• Computer

• Laptop

• iPad

• Modify Chair/seating

arrangement

• Need based

modification in working

environment

• Need based modified

equipment

• Ease of Access

Centre

• Sticky Keys

• On the screen

Keyboard

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair

• Walker




may need changing.

• Attach the right labels

to the right products.

• Position labels so that

they are securely

fastened and customers


• The learners should be

able to apply knowledge

of:



environmental

standards.

• Following store

procedures for


stock, space, position of

the display & dates.


requirements.

• Cleaning and storing

materials


2 To plan and

prepare visual

merchandising

displays

Theory Duration

(hh:mm)

14:00

Practical Duration

(hh:mm)

14:00

Corresponding

NOS Code

RAS / N0106


• Identify need for the display

in relation to stock, space,


dates.


area is the right size and

report any concerns

promptly.



need for the display and

check that they are clean,

safe and in good working

order.

• Follow company

procedures for clearing,

cleaning and preparing the

display area before use.


display safely, in line with

plans and within the time

allowed.

• Check that the display is

clean, tidy and safe for use.


has the levels of stock

you need.

• Clean and store

equipment and excess

materials; get rid of waste

safely, correctly and

promptly.

• Check requirements for

labelling stock.

• Check information on the

label is clear, accurate and

legal before starting to

label stock.



may need changing.

• Attach the right labels

to the right products.

• Position labels so that

they are securely

Shelves for

Stacking Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill

Copy; Bar Code

Machine; Fake

note detection

equipment;

Customer

Feedback form



• Computer

• Laptop

• iPad


arrangement

• Need based


environment


equipment

• Ease of Access

Centre

• Sticky Keys

• On the screen

Keyboard

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair

• Walker


fastened and customers


• The learners should be


of:



environmental

standards.

• Following store

procedures for


stock, space, position of

the display & dates.


requirements.

• Cleaning and storing

materials

3 To dress

visual

merchandi

sing

displays

Theory

Duration

(hh mm

Corresponding

NOS Code

RAS / N0107


to:

• Use the design brief to

identify the focal points of

the display.

• Choose shapes, colours

and groupings that are

suited to the purpose and


• Create displays that

achieve the visual effect

you need and are

consistent with the


policy.

Shelves for

Stacking Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and



• Computer

• Laptop

• iPad


arrangement

• Need based


environment


equipment

• Ease of Access

Centre

• Sticky Keys



graphics and signs in

ways that promote

sales.

• Check that lighting is

installed in line with the

design brief.

• Check that the finished

display meets health and

safety guidelines and

legal requirements.


graphics & signs according

display and meet

requirements.


meets requirements for

easy access, safety and

security.

• Identify safety and security

risks to the display and

choose suitable ways of

reducing risks.

• Consider how the display

looks from all the directions

from which customers will

approach it.


provide constructive

comments about the

display.

• Promptly make any

adjustments that you are

authorized to make and that

are needed to achieve the

visual effect and to make the



visual effect.

• Promptly report to the

right person any

problems and risks that

you are not responsible

for sorting out yourself

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill Copy

• On the screen

Keyboard

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair

• Walker


The learners should be


of:

• Creating and using focal

points within a display.

• Putting together

merchandising displays for

use inside the store.

• Dressing mannequins, busts

and other props.

• Displaying different types

of merchandise.

• Choosing a suitable type

of grouping.

• Using different types,

directions and levels of

light to create

atmosphere.

• Achieving add-on sales and

why this is important.

The legal requirements

which apply to pricing and

ticketing.

• the company’s visual design

and merchandising policies.



reducing risks.

• Evaluating the visual effect

of displays.



• Using scale when

creating visual

effects.

• Dressing techniques for

different types of

merchandise.

• Different purposes of

displays and their


4 To dismantle

and store

visual

merchandisi

ng displays

Theory Duration

(hh:mm)

13:00

Practical Duration

(hh:mm)

13:00

Corresponding

NOS Code

RAS / N0108


to:


• Protect the parts of the

display from being

damaged during

dismantling.

• Return the parts of the

display to the

appropriate places

promptly and, if needed,

in a saleable condition.

• Get rid of unwanted

materials safely and

keep accurate records of

this if needed.

• Clean display sites and

parts using safe and

approved cleaning


• Work out accurately

the storage space

required.

• Identify the protective

packaging you need and the

security measures that need

to be in place

Store items in suitable

places and with clear

and accurate labels.

• Keep accurate and

up-to-date records

of items in storage.

• Identify damaged items,

missing items and

dangers and risks to

health and safety, and

report these

promptly to the

right person.

• Check that storage

facilities and items in storage

are clean, safe, secure and

accessible

• Working out the storage

space needed.

Shelves for

Stacking Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill Copy;

Bar Code



• Computer

• Laptop

• iPad


arrangement

• Need based


environment


equipment

• Ease of Access

Centre

• Sticky Keys

• On the screen

Keyboard

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair

• Walker


• Identifying requirements

for protective packaging

and security measures.


• Keeping records of items

and where to store them.

• Items that need to be

stored.

• Dangers and risks to health,

safety and security in

relation to storage facilities

and stored items.

• Reporting dangers and

risks to the concerned.

• Techniques for cleaning

display sites and parts

safely and thoroughly.

• Checking the condition of

items.

• Dealing with items that

need repair.


5 To prepare

products for

sale

Theory Duration

(hh:mm)

14:00

Practical Duration

(hh:mm)

14:00

Corresponding

NOS Code

RAS / N0109



of:

• Products you are

responsible for

preparing for sale.

• Where to put products

together and where to

put them once they are

assembled.

• Working safely

when putting

products together

for sale.

• Checking that products

have been correctly put

together and are safe to

display.


help when products are

proving difficult to put

together.

Shelves for

Stacking Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;



• Computer

• Laptop

• iPad


arrangement

• Need based


environment


equipment

• Ease of Access

Centre

• Sticky Keys

• On the screen

Keyboard

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair

• Walker


• Company quality

standards for


• Checking the condition

of products on display.

• Dealing with

products that are

damaged.

• Tools to be used to

put products

together.

• Getting rid of unwanted

packaging and waste

Physical Bill Copy;

Bar Code

Machine; Fake

note detection

equipment;

Customer

Feedback form

6 To promote

loyalty schemes

to customers

Theory Duration

(hh:mm)

11:00

Practical Duration

(hh:mm)

11:00

Corresponding

NOS Code

RAS / N0118


to:

• Take suitable

opportunities to ask

customers if they are

members of the loyalty

scheme and whether

they are interested in

joining.

• Explain clearly and

accurately to customers

how joining the scheme

would benefit them,

including any current

special offers relating to

the scheme.

• Respond positively to

any questions or

objections that the

customer raises.

• Provide relevant

information to the

customer to help them

decide whether to join

the scheme.

• Treat the customer

politely at all times and

in a way, that

promotes goodwill.

• Recognize accurately

when customers are

interested in joining the

scheme.

Shelves for

Stacking Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill Copy;

Bar Code

Machine; Fake

note detection

equipment;

Customer

Feedback form



• Computer

• Laptop

• iPad


arrangement

• Need based


environment


equipment

• Ease of Access

Centre

• Sticky Keys

• On the screen

Keyboard

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair

• Walker


• Take opportunities to ask

customers who are

showing signs of interest

to sign up for the

scheme.

• Fill in the membership

application accurately

with the customer,

using the information

they provide.

Give the customer proof of

their membership.

• Check with the customer

that their details, as shown

on the membership

documentation, are

correct.

• Give application forms to

customers who show

interest but are not willing

to join the scheme there

and then.



of:

• Features and benefits of

the company’s loyalty

scheme.

• Sources of information

about the scheme that

you can use or tell the

customer about.

Loyalty schemes are


company’

Sources of information

about the scheme that

you can use or tell the

customer about.

• Loyalty schemes are


company’s commercial

aims.

• Specific offers currently

available to scheme members


Gaining customer’s

attention and

interest.

• Using suitable questions to

gain information about the

customer and their interest

in joining the scheme.

• Dealing with frequently

raised questions and

objections in relation to the

scheme.

• Recognizing signals that

customers are

interested in joining the

loyalty scheme.

• Asking customers to sign

up for scheme in a way

that encourages them to

co-operate willingly.

• The layout of the

membership application

form, the questions it

asks, and how to fill in the

form accurately.

7 To keep the

store secure

Theory Duration

(hh:mm)

11:00

Practical Duration

(hh:mm)

11:00

Corresponding

NOS Code

RAS / N0119

• Follow company


security risks while you

work.

• Notice where stock may

have been stolen and tell

the right person about it.


apply knowledge of:


• What can happen, to you

and to the company, if the

store is not kept secure.

• Helping to keep the

workplace secure by

Shelves for

Stacking Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);



• Computer

• Laptop

• iPad


arrangement

• Need based


environment


equipment

• Ease of Access

Centre

• Sticky Keys

• On the screen

Keyboard

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair


noticing and reporting

security risks.

• The types of security risk

you need to be alert for,

including: shoplifting, theft

by staff, aggressive

customers, vandalism,

terrorist activity.


• Situations that can

make you less alert for

security risks, and how

to deal with these

situations.

• Reporting security risks


• Whom to report security

risks to and how to

communicate these

risks.

• Reasons why you should

not take on more

responsibility than you

are authorized to when

faced with security risks,

including: personal

safety, legal

considerations &

company policy.

Activating all the loss

prevention and security

Securing all the security

alarms.

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill Copy;

Bar Code Machine

Fake note

detection

equipment;

Customer

Feedback form

• Walker


Deactivating the loss

prevention Deactivating

the loss prevention

security devices.

8 To maintain

health and

safety

Theory Duration

(hh:mm)

08:00

Practical Duration

(hh:mm)

08:00


to:

• Notice and

correctly identify

accidents and

emergencies.

• Get help promptly and

in the most suitable

way.

• Follow company policy

and procedures for

preventing further injury

while waiting for help to

arrive.

• Act within the limits of

your responsibility and

authority when

accidents and

emergencies arise.

• Promptly follow

instructions given by

senior staff and the

emergency services.

Follow company

procedures and legal

requirements for

reducing health and

safety risks as far as

Shelves for

Stacking Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Machine;

Denominatio

ns; Carry

Bags;

Physical Bill

Copy; Bar

Code, Fake

note



• Computer

• Laptop

• iPad


arrangement

• Need based


environment


equipment

• Ease of Access

Centre

• Sticky Keys

• On the screen

Keyboard

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair

• Walker


possible while you

work.

• Use safety equipment

correctly and in the right

situations.

• Get advice and help

from the right people

when you are

concerned about your

ability to work safely.

• Take suitable safety

measures before lifting to

protect yourself and

other people.

• Use approved lifting

and handling

techniques.

• Check that any

equipment you need to

use is fit for use.


equipment in line with

company guidelines and

manufacturers’

instructions.

• Plan a safe and

efficient route for

moving goods.

• Make sure t that you

understand your

responsibilities when you

ask others to help in

lifting and handling

operations.

detection

equipment;

Customer

Feedback form




of:


emergency that tend to

happen in stores and

why they happen.

Getting help in the event of

an accident or emergency.



for help to arrive.



environment.





you work.


procedures.

Safety equipment you need

to use and why you need to

use it

• Getting help in the

event of an

accident or

emergency.



for help to arrive.



environment.





risks as far as possible

while you work.

• Following health and

safety


• Weight of the loads you

are asked to lift.

• Company guidelines

for not lifting more than

safe loads

Planning your route

when moving goods

including the types of

obstacles to look for

and how to remove or

avoid them.


manufacturers’

instructions for using

lifting and handling

equipment.

• Approved techniques for

safe handling and lifting

Approved procedures for

using safety equipment.

9 To keep the

store clean

and hygienic

Theory Duration

(hh:mm)

08:00


to:

• Get the equipment and

materials that are

suitable for the surfaces

that need cleaning.

Shelves for

Stacking Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at



• Computer

• Laptop

• iPad


arrangement


Practical Duration

(hh:mm)

08:00

Corresponding

NOS Code

RAS / N0123

• Safely position the

cleaning equipment

and materials and any


• Keep the risk of spillages

to a minimum and clean

up any spillages promptly

and thoroughly.

• Get rid of rubbish

and waste

promptly and

safely.

• Disturb other people

as little as possible

while cleaning.


thoroughly clean.

• Store cleaning

equipment and

materials correctly and

promptly when you

have finished

cleaning.

• Use suitable equipment

to tidy work areas.

• Check that equipment

is safe to use before

starting to use it.

• Get rid of waste and

litter safely and in line

with company

procedures.

• Disturb other people

as little as possible

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill Copy;

Bar Code

Machine; Fake

note detection

equipment;

Customer

Feedback form

• Need based


environment


equipment

• Ease of Access

Centre

• Sticky Keys

• On the screen

Keyboard

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair

• Walker


while getting rid of

waste and litter.

• Store equipment

correctly and

promptly after use.

• Wear protective clothing

that is clean and suitable

for the work you need to

do.

• Dispose correctly of

used clothing and

products.

• Use effective practices and

techniques for keeping your

hair, skin and nails clean

enough for the work you



of:

• Health and safety risks

posed by spillages

Cleaning up spillages

promptly.

• Following procedures

laid by Health

Regulations when

carrying out routine

cleaning and when

dealing with spillages.

• Cleaning up spillages

thoroughly.

• Getting rid of rubbish

and waste promptly

and safely.


• Not disturbing others as

much as possible while

cleaning.

• Company standards for

clean work surfaces.

• Why work areas should

be kept free of waste and

litter, including health

and safety reasons.

• Safe methods for getting

rid of waste and litter.

• Where equipment is

stored.

• Putting equipment

away promptly after

use.

• Effective cleaning

practices and techniques

for keeping your hair, skin

and nails clean enough for

the work you do.

Techniques for reducing

as far as possible the

risk of spillages.

• Equipment usage and

how to check it is safe to

use

10 To provide

information and

advice to

customers

Theory Duration

(hh:mm)


to:

• Acknowledge promptly

and politely customers’

requests for information

and advice.

Shelves for

Stacking Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at



• Computer

• Laptop

• iPad


arrangement


14:00

Practical Duration

(hh:mm)

14:00

Corresponding

NOS Code

RAS / N0124

• Identify the

customer’s needs for

information and

advice

Communicate

information and

advice to customers in

ways they can

understand.

• Provide information and

advice to customers that

is relevant, complete,

accurate and up to date.

• Check politely that the


provided meets the


customer when the


given is not satisfactory.

• Refer requests for

information or advice to

the right person when

you cannot help the

customer.

• Identify the nature of the

complaint from

information obtained

from customers

Acknowledge the

complaint clearly and

accurately and apologies

to the customer.

• Follow legal requirements

and company policies

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill Copy;

Bar Code

Machine; Fake

note detection

equipment;

Customer

Feedback form

• Need based


environment


equipment

• Ease of Access

Centre

• Sticky Keys

• On the screen

Keyboard

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair

• Walker


and procedures for

dealing with complaints.

• When it is not your

responsibility to sort

complaints, refer them

promptly to the right

person & explain the

referral procedure clearly

to the customer.



of:

• Identifying the

customer’s needs for


• Giving clear and accurate

information and check the

customer understands

you.


help if you cannot

provide information

and advice yourself.


customer loyalty and

confidence.

• Maintaining customer

loyalty and confidence

while dealing with

requests for information

and advice.

• Company policy on

customer service and

how this applies to giving


information and advice to

customers.

• Managing angry

customers.

• Responsibility for

sorting out

complaints.

• Escalation for problems

you cannot rest.

11 To create a

positive image

of self &

organization in

the customers

mind

Theory Duration

(hh:mm)

11:00

Practical Duration

(hh:mm)

11:00

Corresponding

NOS Code

RAS / N0130


to:


standards of appearance

and behaviour.

• Greet your customer

respectfully and in a

friendly manner.

• Communicate with your

customer in a way that

makes them feel valued

and respected.



• Treat your customer

courteously and helpfully

at all times.

• Keep your customer

informed and

reassured.

• Adapt your behaviour

to respond effectively

to different customer

behaviour.

Shelves for

Stacking Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill Copy;

Bar Code



• Computer

• Laptop

• iPad


arrangement

• Need based


environment


equipment

• Ease of Access

Centre

• Sticky Keys

• On the screen

Keyboard

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair

• Walker


• Respond promptly to

a customer seeking

assistance.

• Select the most

appropriate way of

communicating with your

customer.

• Check with your

customer that you have

fully understood their

expectations.

• Respond promptly and

positively to your

customers' questions and

comments.

• Allow your customer time

to consider your response

and give further

explanation when

appropriate.

• Quickly locate

information that will

help your customer.

• Give your customer the

information they need

about the services or


organization.

• Recognize information

that your customer

might find

complicated and

check whether they

fully understand.

Machine; Fake

note detection

equipment;

Customer

Feedback form


• Explain clearly to your

customers any reasons

why their needs or

expectations cannot be

met.



of:

• Organization’s

standards for

appearance and

behaviour.

• Organization’s guidelines

for how to recognize what

your customer wants and

respond appropriately.

• Organization’s rules

and procedures

regarding the methods

of communication you

use.

12 To work

effectively in

your team

Theory Duration

(hh:mm)

08:00

Practical Duration

(hh:mm)

08:00


to:

• Display courteous

and helpful

behaviour at all

times.

• Take opportunities to

enhance the level of

assistance offered to

colleagues

• Meet all reasonable

requests for

assistance within

Shelves for

Stacking Products

; Shopping Cart;

Signage Board

Retail; Offer /

Policy Signage;

Big Poster (at

POS) for offer

related

advertisement;

Card Swiping

Machine;

Gondola;



• Computer

• Laptop

• iPad


arrangement

• Need based


environment


equipment

• Ease of Access

Centre

• Sticky Keys

• On the screen

Keyboard


Corresponding

NOS Code

RAS / N0137

acceptable

workplace

timeframes.

• Complete allocated tasks

as required.

• Seek assistance

when difficulties

arise.

• Use questioning

techniques to clarify

instructions or

responsibilities.

• Identify and display a

nondiscriminatory

attitude in all contacts

with customers and other

staff members.

• Observe appropriate

dress code and

presentation as required

by the workplace, job

role and level of

customer contact.



organizational policy and

relevant legislation.

• Interpret, confirm and

act on workplace

information, instructions

and procedures

relevant to the particular

task.

• Interpret, confirm and

act on legal

Products for

display (Dummy

Cameras and

Mobiles);

Danglers;

Coupons and

Vouchers; Credit

Notes; Currency

Notes of different

Denominations;

Carry Bags;

Physical Bill Copy;

Bar Code

Machine; Fake

note detection

equipment;

Customer

Feedback form

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair

• Walker


requirements in regard

to anti- discrimination,

sexual harassment

and bullying.

• Ask questions to

seek and clarify

workplace

information.

• Plan and organize daily

work routine

within the scope of

the job role.

• prioritize and complete

tasks


timeframes.

• Identify work and

personal priorities and

achieve a balance

between competing

priorities.


organization.

• Employee rights and

obligations.

• The reporting

hierarchy and

escalation matrix.

• Ask questions to identify

and confirm

requirements.

• Follow routine

instructions through

clear and direct

communication.


• Use language and

concepts appropriate

to cultural differences.

• Use and interpret

non-verbal

communication.

• The scope of information or

materials required within

the parameters of the job

role.

• Consequences of

poor team

participation on job

outcomes.


requirements



of:

• The policies and

procedures relating to

the job role.

Total Duration

Theory Duration

140:00

Practical Duration

140:00



• Shopping Cart



• Big Poster (at POS) for offer related advertisement


• Gondola


Cameras and Mobiles)

• Danglers



• Credit Notes

• Currency Notes of

• Carry Bags


• Bar Code Machine

• Fake note detection equipment





Trainer Prerequisites for Job role: “Trainee Associate” mapped to Qualification Pack:

“PWD/RAS/Q0103 VERSION 1.0”

Trainer Prerequisites for Low Vision

Sr.

No.

Area Details

1 Job Description Individual in this position should be able to train and skill candidates

as per Qualification Pack by using effective methodology for the

target audience/candidates whilst ensuing consistently high pass

percentage.

2 Personal Attributes Individual in this position should exhibits below mentioned attributes:

• Should be subject knowledge / matter expert

• Effective communication skills and proven integrity, as well as

sincerity

• Ability to conduct interactive training program and

concentrate on details

• High sense of thoughtfulness in a habitually active environment

• Multi-talented and resourceful ability when handling different tasks

• Highly skilled in promoting friendly atmosphere and

efficient in managing learners

3 Minimum Educational

Qualifications 12th standard passed or 10th standard pass with 2 yrs work

experience in retail environment.

4a Domain Certification Certified for Job Role: “Trainee Associate” mapped to QP

“PWD/RAS/Q010 VERSION 1.0”. Minimum accepted score of 80% or as per

RASCI guidelines.

4b Platform Certification Recommended that the Trainer is certified for the Job Role: “Trainer”,

mapped to the Qualification Pack: “MEP/Q0102”. Minimum accepted

score is 80%

4c Disability specific Top Up

module

The Inclusive Trainer should be certified in Disability Specific Top Up

Training conducted by SCPwD with minimum accepted score of 80% as

per SCPwD guidelines.

5 Experience 0-2years of work experience in similar job role in retail environment.


Trainer Prerequisites for Hearing Impairment

Sr.

No.

Area Details




percentage.




sincerity











“PWD/RAS/Q0103 VERSION 1.0”. Minimum accepted score of 80% or as

per RASCI guidelines.



score is 80%.


module






Trainer Prerequisites for Locomotor Disability

Sr.

No.

Area Details




percentage.




sincerity











“PWD/RAS/Q0103 VERSION 1.0”. Minimum accepted score of 80% or as

per RASCI guidelines.



score is 80%.


module






Annexure: Assessment Criteria

Assessment Criteria for Trainee Associate

Job Role Trainee Associate

Qualification Pack PWD/RAS / Q0103

Skill Councils Skill Council for Persons with Disability and Retailers Association's Skill Council of India (RASCI)

Sr.

No.

Guidelines for Assessment

1 Criteria for assessment for each Qualification Pack will be created by Retailers Association's Skill

Council of India. Each Performance Criteria (PC) will be assigned marks proportional to its

importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for

each PC

2 The assessment for the theory part will be based on knowledge bank of questions created by the SSC

3 Individual assessment agencies will create unique question papers for theory part for each

candidate at each examination/training Centre

4 Individual assessment agencies will create unique evaluations for skill practical for every

student at each examination/training centre based on this criterion

5 To pass the Qualification Pack, every trainee should score a minimum mark as mentioned in respective QP


ASSESSMENT

OUTCOME

Performance Criteria

Total

marks

Marks Allocation

Out of

Theor

y

Skills

RAS / N0105

To display

stock to

promote

sales

PC1. Identify need for the display in relation

to stock, space, position of the display

and dates.

100

10

5

5

PC2. Check that the display area is the right

size and report any concerns

promptly.

5

2

.

5

2.5

PC3. Gather the materials, equipment and

stock you need for the display and

check that they are clean, safe and in

good working order.

10

5

5

PC4. Follow company procedures for clearing,

cleaning and preparing the display area

before use.

5

2

.

5

2.5

PC5. Set up and dismantle the display

safely, in line with plans and within the

time allowed.

10

5

5

PC6. Check that the display is clean, tidy

and safe for use.

5

2

.

5

2.5

PC7. Check that the display has the levels of

stock you need.

10

5

5

PC8. Clean and store equipment and excess

materials; get rid of waste safely, correctly and

promptly.

5

2.5

2.5

PC9. Check requirements for labelling stock. 10 5 5

PC10. Check information on the label is clear,

accurate and legal before starting to

label stock.

5

2

.

5

2.5

PC11. Report promptly any information on

labels that may need changing.

5

2

.

5

2.5

PC12. Attach the right labels to the right

products.

5

2.5

2.5

PC13. Position labels so that they are securely

fastened and customers can see them

clearly.

10

5

5

PC14. Complete labelling within the time

allowed

5 2.5 2.5


NOS

TOTAL

100 50 50

RAS / N0106

To plan and

prepare

visual

merchandisi

ng displays

PC1. Identify the purpose, content and


10

5

5

PC2. Identify the equipment, materials,

merchandise and props you need to

create and install the display and the

dates for completing it.

10

5

5

PC3. Evaluate whether the place you plan

to put the display is likely to fulfil the

design brief.

10

5

5

PC4. Create new and effective ways of

improving the visual effect, within limits

of design brief, company ’s visual design

policies and authority you have

15

7.5

7.5

PC5. Confirm that the features of

merchandise and props shown in the

design brief are those most likely to

attract customers’ attention.

10

5

5

PC6. Identify other merchandise and props

when those originally specified are not

available or not suitable, and agree your

selections with the right person.

10

5

5

PC7. Agree arrangements for delivery of

merchandise

& props with right people, allowing

enough time for deliveries to arrive

before display must be installed.

15

7.5

7.5

PC8. Check the progress of deliveries and

take suitable action if delays seem likely.

10

5

5

PC9. Update stock records to account for

merchandise on display

10

5

5

NOS

TOTAL

100

50

50

RAS/N010

7

To dress

visual

PC1. Use the design brief to identify the focal

points of the display.

5

2.5

2.5

PC2. Choose shapes, colours and

groupings that are suited to the

purpose and style of the display.

5

2.5

2.5


merchandisi

ng displays PC3. Create displays that achieve the visual

effect you need and are consistent with

the company ’s visual design policy.

5

2.5

2.5

PC4. Position merchandise, graphics and

signs in ways that promote sales.

5

2.5

2.5

PC5. Check that lighting is installed in line

with the design brief.

5

2.5

2.5

PC6. Check that the finished display meets

health and safety guidelines and legal

requirements.

5

2.5

2.5

PC7. Position merchandise, graphics & signs

according to guidelines & in ways that

attract attention & interest of customers

& give customers information they need.

5

2.5

2.5

PC8. Group merchandise appropriately for the

purpose

& style of display, the selling features of

merchandise & the visual effect needed

under the design brief.

5

2.5

2.5

PC9. Make sure that lighting is installed in

line with lighting requirements.

5

2.5

2.5

PC10. Check that the finished display meets

health and safety guidelines and legal

requirements.

10

5

5

PC11. Check that all the parts of the display

are suitable for the purpose of the

display and meet requirements.

5

2.5

2.5

PC12. Check that the display meets

requirements for easy access, safety

and security.

5

2.5

2.5

PC13. Identify safety and security risks to

the display and choose suitable ways

of reducing risks.

5

2.5

2.5

PC14. Consider how the display looks from all

the directions from which customers will

approach it.

5

2.5

2.5

PC15. Encourage colleagues to provide

constructive comments about the

display.

5

2.5

2.5


PC16. Promptly make any adjustments that

you are authorized to make and that are

needed to achieve the visual effect and

to make the display safe and secure.

5

2.5

2.5

PC17. Regularly check the display ’s visual effect.

5

2.5

2.5

PC18. Promptly report to the right person any

problems and risks that you are not responsible

for sorting out yourself.

10

5

5

NOS

TOTAL

100 50 50

RAS / N0108

To

dismantle

and store

visual

merchandisi

ng displays

PC1. Dismantle displays safely.

5

2.5

2.5

PC2. Protect the parts of the display

from being damaged during

dismantling.

10

5

5

PC3. Return the parts of the display to the

appropriate places promptly and, if

needed, in a saleable condition.

10

5

5

PC4. Get rid of unwanted materials safely

and keep accurate records of this if

needed.

10

5

5

PC5. Clean display sites and parts using

safe and approved cleaning


10

5

5

PC6. Work out accurately the storage space

required.

10

5

5

PC7. Identify the protective packaging you

need and the security measures that

need to be in place.

10

5

5

PC8. Store items in suitable places and with

clear and accurate labels.

5

2.5

2.5

PC9. Keep accurate and up-to-date records

of items in storage.

10

5

5

PC10. Identify damaged items, missing items

and dangers and risks to health and

safety, and report these promptly to the

right person.

10

5

5

PC11. PC6.Check that storage facilities and

items in storage are clean, safe, secure

and accessible only to those with a right

to them.

10

5

5


NOS

TOTAL

100 50 50

RAS / N0109

To prepare

products for

sale

PC1. Check that all expected items and

parts of the product are in the

package.

10

5

5

PC2. Remove all unwanted packaging and

safely get rid of waste.

10

5

5

PC3. Gather the tools you need for putting

products together.

10

5

5

PC4. Use safe work methods and follow

manufacturers’ instructions when putting

products together.

10

5

5

PC5. Check that products have been

assembled correctly and can be

used safely.

20

10

10

PC6. Ask the right person for help when

products are proving difficult to put

together.

15

7.5

7.5

PC7. Check regularly that products on

display are in a satisfactory condition.

10

5

5

PC8. Promptly remove damaged products

from display and follow company

procedures for dealing with them.

15

7.5

7.5

NOS

TOTAL

100 50 50

RAS / N0118

To promote

loyalty

schemes to

customers

PC1. Take suitable opportunities to ask

customers if they are members of the

loyalty scheme and whether they are

interested in joining.

10

5

5

PC2. Explain clearly and accurately to

customers how joining the scheme

would benefit them,

including any current special offers

relating to the scheme.

10

5

5

PC3. Respond positively to any questions or

objections that the customer raises.

10

5

5

PC4. Provide relevant information to the

customer to help them decide whether

to join the scheme.

5

2.5

2.5

PC5. Treat the customer politely at all times

and in a way, that promotes goodwill

5

2.5

2.5


PC6. Recognize accurately when


joining the scheme.

10

5

5

PC7. Take opportunities to ask customers

who are showing signs of interest to

sign up for the scheme.

10

5

5

PC8. Fill in the membership application

accurately with the customer, using the

information they provide.

10

5

5

PC9. Give the customer proof of their

membership.

10 5 5

PC10. Check with the customer that their

details, as shown on the membership

documentation, are correct.

10

5

5

PC11. Give application forms to customers

who show interest but are not willing

to join the scheme there and then.

10

5

5

NOS

TOTAL

100 50 50

RAS / N0119

To keep the

store secure

PC1. Notice and correctly identify security risks. 20 10 10

PC2. Follow company procedures for

reporting security risks.

20

10

10

PC3. Report security risks to the right people


20

10

10

PC4. Follow company procedures for

preventing security risks while you

work.

20

10

10

PC5. Notice where stock may have been

stolen and tell the right person about it.

20

10

10

NOS

TOTAL

100 50 50

RAS / N0121

To maintain

health and

safety

PC1. Notice and correctly identify

accidents and emergencies.

100

5

2.5

2.5

PC2. Get help promptly and in the most suitable

way.

5

2.5

2.5

PC3. Follow company policy and procedures

for preventing further injury while waiting

for help to arrive.

5

2.5

2.5


PC4. Act within the limits of your responsibility

and authority when accidents and

emergencies arise.

5

2.5

2.5

PC5. Promptly follow instructions given by

senior staff and the emergency services

10

5

5

PC6. Follow company procedures and legal

requirements for reducing health and

safety risks as far as possible while you

work.

10

5

5

PC7. Use safety equipment correctly and in

the right situations.

5

2.5

2.5

PC8. Get advice and help from the right people

when you are concerned about your ability to

work safely

10

5

5

PC9. Take suitable safety measures before

lifting to protect yourself and other

people.

10

5

5

PC10. Use approved lifting and handling

techniques.

10 5 5

PC11. Check that any equipment you need

to use is fit for use.

5

2.5

2.5

PC12. Use lifting and handling equipment in

line with company guidelines and

manufacturers’ instructions.

5

2.5

2.5

PC13. Plan a safe and efficient route for moving

goods.

10 5 5

PC14. Make sure that you understand your

responsibilities when you ask others

to help in lifting and handling

operations

5

2.5

2.5

NOS

Total

100

50

50

RAS / N0123

To keep

the store

clean and

hygienic

PC1. Get the equipment and materials that

are suitable for the surfaces that need

cleaning.

100

5

2.5

2.5

PC2. Safely position the cleaning

equipment and materials and any


5

2.5

2.5

PC3. Keep the risk of spillages to a minimum

and clean up any spillages promptly and

thoroughly.

10

5

5

PC4. Get rid of rubbish and waste promptly and

safely.

5 2.5 2.5


PC5. Disturb other people as little as


5

2.5

2.5

PC6. Check that surfaces are thoroughly clean. 10 5 5

PC7. Store cleaning equipment and materials

correctly and promptly when you have

finished cleaning.

5

2.5

2.5

PC8. Use suitable equipment to tidy work

areas.

5 2.5 2.5

PC9. Check that equipment is safe to

use before starting to use it.

5

2.5

2.5

PC10. Get rid of waste and litter safely and in

line with company procedures.

5

2.5

2.5

PC11. Disturb other people as little as

possible while getting rid of waste and

litter.

10

5

5

PC12. Store equipment correctly and promptly

after use

5 2.5 2.5

PC13. Wear protective clothing that is

clean and suitable for the work

you need to do.

10

5

5

PC14. Dispose correctly of used clothing and

products.

5 2.5 2.5

PC15. Use effective practices and techniques

for

keeping your hair, skin and nails clean

enough for the work you do

10

5

5

NOS

Total

100

50

50

RAS / N0124

To provide

information

and advice to

customers

PC1 Acknowledge promptly and politely

customers’ requests for information and advice.

100

10 5

5

PC2. Identify the customer’s needs for information

and advice.

10

5

5

PC3. Communicate information and

advice to customers in ways

they can understand.

10

5

5

PC4. Provide information and advice to

customers that is relevant, complete,

accurate and up to date.

10

5

5


PC5. Check politely that the information

and advice provided meets the

customer’s needs.

10

5

5

PC6. Find other ways to help the customer

when the information and advice given

is not satisfactory.

10

5

5

PC7. Refer requests for information or advice

to the right person when you cannot

help the customer.

5

2.5

2.5

PC8. Identify the nature of the

complaint from information

obtained from customers.

10

5

5

PC9. Acknowledge the complaint

clearly and accurately and

apologize to the customer.

5

2.5

2.5

PC10. Follow legal requirements and

company policies and procedures for

dealing with complaints.

10

5

5

PC11. When it is not your responsibility to sort

complaints, refer them promptly to the

right person & explain the referral

procedure clearly to the customer

10

5

5

NOS

TOTAL

100 50 50

RAS / N0130

To create a

positive

image of

self &

organizatio

n

in the

customers

mind

PC1. Meet your organization’s standards of

appearance and behaviour.

5

2.5

2.5

PC2. Greet your customer respectfully and in

a friendly manner.

5

2.5

2.5

PC3. Communicate with your customer in a

way that makes them feel valued and

respected.

10

5

5

PC4. Identify and confirm your

customer ’s expectations.

5

2.5

2.5

PC5. Treat your customer courteously and

helpfully at all times.

5

2.5

2.5

PC6. Keep your customer informed and

reassured.

5 2.5 2.5

PC7. Adapt your behaviour to respond

effectively to different customer

behaviour

10

5

5

PC8. Respond promptly to a customer

seeking assistance.

5

2.5

2.5

PC9. Select the most appropriate

way of communicating with

your customer.

5

2.5

2.5


PC10. Check with your customer that you

have fully understood their

expectations.

5

2.5

2.5

PC11. Respond promptly and positively

to your customers' questions

and comments.

5

2.5

2.5

PC12. Allow your customer time to consider your

response and give further explanation when

appropriate

5

2.5

2.5

PC13. Quickly locate information that will

help your customer.

5

2.5

2.5

PC14. Give your customer the information

they need about the services or


organization.

10

5

5

PC15. Recognize information that your

customer might find complicated and

check whether they fully understand.

5

2.5

2.5

PC16. Explain clearly to your customers any

reasons why their needs or

expectations cannot be met.

10

5

5

NOS

TOTAL

100 50 50

RAS / N0137

To work

effectively in

your team

PC1. Display courteous and helpful

behaviour at all times.

5

2.5

2.5

PC2. Take opportunities to enhance the

level of assistance offered to

colleagues

5

2.5

2.5

PC3. Meet all reasonable requests for

assistance within acceptable workplace

timeframes.

10

5

5

PC4. Complete allocated tasks as required. 5 2.5 2.5

PC5. Seek assistance when difficulties arise. 5 2.5 2.5

PC6. Use questioning techniques to clarify

instructions or responsibilities.

10

5

5

PC7. Identify and display a nondiscriminatory

attitude in all contacts with customers

and other staff members

5

2.5

2.5

PC8. Observe appropriate dress code and

presentation as required by the

workplace, job role and level of customer

contact.

5

2.5

2.5


PC9. Follow personal hygiene procedures

according to organizational policy and

relevant legislation

5 2.5 2.5

PC10. Interpret, confirm and act on workplace

information, instructions and procedures

relevant to the particular task.

5

2.5

2.5

PC11. Interpret, confirm and act on legal

requirements in regard to anti-

discrimination, sexual harassment and

bullying.

10

5

5

PC12. Ask questions to seek and clarify

workplace information.

5

2.5

2.5

PC13. Plan and organize daily work routine

within the scope of the job role.

10

5

5

PC1. Priorities and complete tasks


timeframes.

10

5

5

PC2. Identify work and personal priorities and

achieve a balance between competing

priorities.

5

2.5

2.5

NOS

Total

100

QP Total


Accommodation Guideline recommended for Inclusive Trainers

Persons with Blindness and Low Vision

Characteristics

• The Learning happens through non-visual modes mostly by Touch, hence it is

recommended to use real, concrete materials.

• Listening will Include greater use of detailed and descriptive instructions.

• Training which relates to understanding of Smell and Taste real & concrete material should

be used e.g. Job Role of Pickle making Technician may include training on smell and taste.

Guidelines for Trainers

• Use existing visual skills where/when you can/seating closer to the blackboard. Lesser use

of reflective surfaces. Appropriate lighting. Use of contrast colors.

• Use specialized material available (Braille, Taylor frame, Math’s Kit)

• Use orientation and Mobility training

• Reserve a seat in the front row of the classroom (or, closer to the teacher).

• Keep the passages and available open spaces in the classroom clear.

• When speaking with the VI child specifically, address her/him by name.

• Modify/adapt assignments

• Provide students with tactile graphs and diagrams.

• Keep in mind, there may be instances when the VI student may not have had exposure to

the material discussed in class and for which the persons may not have a prior experiences

or references (for example, food in altered form: popcorn v/s whole corn, sliced mango v/s

the whole fruit/shape; materials and sources: water-ice, vapor; curd-buttermilk; milk-

cows), occupations (tailor, doctor, engineer).

• Use educational aids like talking books, tape-recorders, Use of Colour, contrast and texture

• Minimize noise so that students with VI can hear you speak

• When speaking, face the class.

• If you feel the VI student is not attentive, touch her/ him on the shoulder or arm to draw

attention; this also helps in indicating to the student that you are including her/him in your

instructions and discussions.

• Provide large print, Braille versions when needed so that the VI child can follow the

classroom’s text-based teaching and lessons along with the sighted peers.

• Use real objects to allow the student to learn and experience

• Provide students with tactile graphs and diagrams where available.

• Consider alternative assignments (as explained in the previous box)


Persons with Hearing Impairment

Characteristics

• Use other senses as mediums of learning. (Use gestures, body language, expressions, lip

reading etc.)

• Use adapted material such as visual or sight vocabulary to provide firsthand experience.

• Use assistive devices such as hearing aid, loop system etc.

• Teach how to access sound-based information.


• Make sure you are aware of the learners’ language abilities and preferred learning style to

ensure inclusion into the group.

• When you have a student with HI in the group, reduce background noise or, request for a

classroom that is away from noise. Make sure you have the whole group’s attention before

starting the session.

• Allow HI students to sit where they wish. HI students who can read the lip should sit near

the front. (Optimum distance for lip-reading is considered to be about 6 feet.)

• Face the HI student when speaking.

• Use clear speech.

• Make sure the room is well lit to allow the student with HI to see your facial expression,

signing and/or lip read.

• Use assistive device where available, to facilitate teaching-learning in the classroom.

• Arrange the classroom so that students can see each other, e.g., organizing the class in a

circle or semicircle allows all students to see each other.

• Use shorter sentences, clearer speech.

• Associate words with real objects, pictures; for example, the colour concept

• Use pictures (flash cards), real objects, real experiences, dramatization, and activities.

• You can write key points on the board or chart.

• Encourage other people or staff to develop communication strategies so that they can get

into the style of students with HI

Persons with Locomotor Disability

Characteristics

Need specific requirement for a student with impairment to the lower limbs:

• Appropriate/suitable seating if not in a wheelchair;

• Adequate space and height of desk if the student is in a wheelchair;

• Consider alternative to activities involving writing, drawing and other fine motor activities,

such as sorting, threading, solving puzzles, etc. for persons with upper limb affected.


Some considerations as the students with physical disabilities may experience limitations in one

of the following ways:

• Difficulty in writing

• Sitting at a standard desk or on the floor;

• Participating in activities where tables and instruments are difficult to access

• Movements within the class and within the school;

• Mobility in spaces that are not user friendly for wheelchair.


1. Make the classroom accessible.

2. Alternative modes of communicating such as audio recorder, or support for note taking,

gestures, pictures, computers may be used.

3. Provide accessible seating and a table in the classroom.

4. Make writers available for written work and for tests and exams.

5. Give additional time for completing assignments/exams

6. Provide a supportive and welcoming environment by sensitizing other students /staff and

creating a sense of responsibility in them.

7. should be comfortably seated and with proper posture.

8. Free movement of learners within the class must be ensured.

9. Learners can be shown pictures or other visual cues, concrete objects, a few at a time, for

better understanding.

10. Audio books, daisy books or books on computer, as found suitable, can be used for reading.

Alternatively, a classmate can read aloud to the child.

11. Make use of computers for teaching learning, if possible.

12. Extra time for writing should be given if the child is able to write on his / her own and there

should not be undue emphasis on the quality of writing as long as it is legible.

13. Students can use adapted brushes, modified pencils and thick markers that can be gripped

easily, for drawing. Alternatively, the children can use stamping methods or paste cut outs.

The books, papers, brushes etc. can be fixed on the table with the help of tape etc. so that

they do not slip down.

14. For assessment, have students present the material orally or if required, with the help of a

scribe. Use objective type, multiple type questions using yes/no or true/false answers


Documents

Model CurriculumWrist Watch-Tata • General table lamp • Tactile diagrams, • Tactile stickers, • Tactile flooring 4 To dismantle and store used during the vi sual merchandisi