Professional Documents
Culture Documents
Tr-Customer Services NC Ii
Tr-Customer Services NC Ii
Tr-Customer Services NC Ii
CUSTOMER SERVICES NC - II
Page No.
Basic Competencies 3 - 17
Common Competencies 18 - 28
Core Competencies 29 - 60
Electives 61 - 74
COMPETENCY MAP 87
DEFINITION OF TERMS 88 - 90
ACKNOWLEDGEMENTS 91- 93
TRAINING REGULATIONS FOR
ELECTIVES:
WRT522307 Merchandise Food Products
WRT522308 Perform Merchandise Presentation Skills
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_TR-Customer Services NC II Promulgated December 2008
A person who has achieved this Qualification is competent to be:
Sales Clerk/ Sales Assistant
Product Specialist
Promo Merchandiser
Customer Service Clerk/Assistant
Service Crew
Cashier
Counter-Checker/Bagger
Jr. Visual Merchandiser
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SECTION 2 COMPETENCY STANDARDS
This section gives the details of the contents of the basic, common and core
units of competency required in CUSTOMER SERVICES NC-II.
BASIC COMPETENCIES
PERFORMANCE CRITERIA
ELEMENT Italicized terms are elaborated in the Range of Variables
1. Obtain and convey 1.1 Specific and relevant information is accessed from
workplace appropriate sources
information
1.2 Effective questioning , active listening and speaking
skills are used to gather and convey information
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purpose and established protocols
PERFORMANCE CRITERIA
ELEMENT Italicized terms are elaborated in the Range of Variables
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RANGE OF VARIABLES
VARIABLE RANGE
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EVIDENCE GUIDE
Assessment requires evidence that the candidate:
1. Critical Aspects of
Competency 1.1. Prepared written communication following
standard format of the organization
1.2. Accessed information using communication
equipment
1.3. Made use of relevant terms as an aid to transfer
information effectively
1.4. Conveyed information effectively adopting the
formal or informal communication
2. Underpinning 2.1. Effective communication
Knowledge 2.2. Different modes of communication
2.3. Written communication
2.4. Organizational policies
2.5. Communication procedures and systems
2.6. Technology relevant to the enterprise and the
individual’s work responsibilities
3. Underpinning Skills 3.1. Follow simple spoken language
3.2. Perform routine workplace duties following simple
written notices
3.3. Participate in workplace meetings and discussions
3.4. Complete work related documents
3.5. Estimate, calculate and record routine workplace
measures
3.6. Basic mathematical processes of addition,
subtraction, division and multiplication
3.7. Ability to relate to people of social range in the
workplace
3.8. Gather and provide information in response to
workplace Requirements
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UNIT OF COMPETENCY : WORK IN TEAM ENVIRONMENT
UNIT DESCRIPTOR : This unit covers the skills, knowledge and attitudes to
identify role and responsibility as a member of a team.
PERFORMANCE CRITERIA
ELEMENT
Italicized terms are elaborated in the Range of Variables
1. Describe team role 1.1. The role and objective of the team is identified from
and scope available sources of information.
1.2. Team parameters, reporting relationships and
responsibilities are identified from team discussions
and appropriate external sources
2. Identify own role and 2.1. Individual role and responsibilities within the team
responsibility within environment are identified
team
2.2. Roles and responsibility of other team members are
identified and recognized
2.3. Reporting relationships within team and external to
team are identified
3. Work as a team 3.1. Effective and appropriate forms of communications
member used and interactions undertaken with team
members who contribute to known team activities
and objectives
3.2. Effective and appropriate contributions made to
complement team activities and objectives, based on
individual skills and competencies and workplace
context
3.3. Observed protocols in reporting using standard
operating procedures
3.4. Contribute to the development of team work plans
based on an understanding of team’s role and
objectives and individual competencies of the
members.
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RANGE OF VARIABLES
VARIABLE RANGE
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EVIDENCE GUIDE
1. Critical Aspects of Assessment requires evidence that the candidate:
Competency
1.1. Operated in a team to complete workplace activity
1.2. Worked effectively with others
1.3. Conveyed information in written or oral form
1.4. Selected and used appropriate workplace language
1.5. Followed designated work plan for the job
1.6. Reported outcomes
2. Underpinning 2.1. Communication process
Knowledge and
Attitude 2.2. Team structure
2.3. Team roles
2.4. Group planning and decision making
3. Underpinning Skills 3.1. Communicate appropriately, consistent with the
culture of the workplace
4. Resource The following resources MUST be provided:
Implications
4.1. Access to relevant workplace or appropriately
simulated environment where assessment can take
place
4.2. Materials relevant to the proposed activity or tasks
5. Methods of Competency may be assessed through:
Assessment
5.1. Observation of the individual member in relation to
the work activities of the group
5.2. Observation of simulation and or role play involving
the participation of individual member to the
attainment of organizational goal
5.3. Case studies and scenarios as a basis for discussion
of issues and strategies in teamwork
6. Context for 6.1. Competency may be assessed in workplace or in a
Assessment simulated workplace setting
6.2. Assessment shall be observed while task are being
undertaken whether individually or in group
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UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM
UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes in
promoting career growth and advancement.
PERFORMANCE CRITERIA
ELEMENT Italicized terms are elaborated in the Range of Variables
1. Integrate personal 1.1 Personal growth and work plans are pursued towards
objectives with improving the qualifications set for the profession
organizational goals
1.2 Intra- and interpersonal relationships are maintained
in the course of managing oneself based on
performance evaluation
2. Set and meet work 2.1 Competing demands are prioritized to achieve
priorities personal, team and organizational goals and
objectives.
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RANGE OF VARIABLES
VARIABLE RANGE
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EVIDENCE GUIDE
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UNIT OF COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND SAFETY
PROCEDURES
UNIT DESCRIPTOR : This unit covers the outcomes required to comply with
regulatory and organizational requirements for
occupational health and safety.
PERFORMANCE CRITERIA
ELEMENT Italicized terms are elaborated in the Range of Variables
1. Identify hazards and 1.1 Safety regulations and workplace safety and
risks hazard control practices and procedures are
clarified and explained based on organization
procedures
1.2 Hazards/risks in the workplace and their
corresponding indicators are identified to minimize or
eliminate risk to co-workers, workplace and
environment in accordance with organization
procedures
1.3 Contingency measures during workplace
accidents, fire and other emergencies are recognized
and established in accordance with organization
procedures
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___TR-Customer Services NC II Promulgated December 2008
PERFORMANCE CRITERIA
ELEMENT Italicized terms are elaborated in the
Range of Variables
3. Control hazards and 3.1 Occupational Health and Safety (OHS) procedures for
risks controlling hazards/risks in workplace are consistently
followed
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RANGE OF VARIABLES
VARIABLE RANGE
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4. PPE May include but are not limited to:
4.1 Mask
4.2 Gloves
4.3 Goggles
4.4 Hair Net/cap/bonnet
4.5 Face mask/shield
4.6 Ear muffs
4.7 Apron/Gown/coverall/jump suit
4.8 Anti-static suits
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EVIDENCE GUIDE
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COMMON COMPETENCIES
UNIT DESCRIPTOR : This unit of competency deals with the knowledge, skills
required to access, increase and update industry
knowledge. It includes seek information on the industry
and update industry knowledge
PERFORMANCE CRITERIA
ELEMENT Italicized items are elaborated in the Range of Variables
1. Seek information on 1.1 Sources of information on the industry are correctly
the industry identified and accessed
1.2 Information to assist effective work performance
is obtained in line with job requirements
1.3 Specific information on sector of work is accessed
and updated
1.4 Industry information is correctly applied to day-to-day
work activities
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RANGE OF VARIABLES
VARIABLE RANGE
1. Information sources Information sources may include but are not limited to :
1.1 media
1.2 reference books
1.3 libraries
1.4 industry associations
1.5 industry journals
1.6 internet
1.7 personal observation and experience
2. Information to assist 2.1 different sectors of the industry and the services
effective work available in each sector
performance 2.2 relationship between retail and tourism
2.3 relationship between the industry and other
industries
2.4 industry working conditions
2.5 legislation that affects the industry
drugs and liquor
health and safety
hygiene
workers compensation
consumer protection
building regulations
2.6 industrial relations issues and major
organizations
2.7 career opportunities within the industry
2.8 work ethic required to work in the industry and
industry expectations of staff
2.9 quality assurance
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EVIDENCE GUIDE
1. Critical aspects of Assessment requires evidence that the candidate:
Competency 1.1 Knew key sources of information on the industry
1.2 Updated industry knowledge
1.3 Accessed and used industry information
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UNIT OF COMPETENCY : PERFORM COMPUTER OPERATIONS
UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes and
values needed to perform computer operations which
includes inputting, accessing, producing and transferring
data using the appropriate hardware and software
PERFORMANCE CRITERIA
ELEMENT
Italicized terms are elaborated in the Range of Variables
1. Plan and prepare for 1.1. Requirements of task are determined
task to be 1.2. Appropriate hardware and software is selected
undertaken according to task assigned and required outcome
1.3. Task is planned to ensure OH & S guidelines and
procedures are followed
2. Input data into 2.1. Data are entered into the computer using
computer appropriate program/application in accordance with
company procedures
2.2. Accuracy of information is checked and information
is saved in accordance with standard operating
procedures
2.3. Inputted data are stored in storage media
according to requirements
2.4 Work is performed within ergonomic guidelines
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4. Produce/output data 4.1. Entered data are processed using appropriate
using computer software commands
system 4.2. Data are printed out as required using computer
hardware/peripheral devices in accordance with
standard operating procedures
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RANGE OF VARIABLES
VARIABLE RANGE
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EVIDENCE GUIDE
1. Critical Aspect of Assessment must show that the candidate:
Competency 1.1. Selected and used hardware components correctly
and according to the task requirement
1.2. Identified and explain the functions of both
hardware and software used, their general features
and capabilities
1.3. Produced accurate and complete data in
accordance with the requirements
1.4. Used appropriate devices and procedures to
transfer files/data accurately
1.5. Maintained computer system
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TR-Customer Services NC II Promulgated December 2008
UNIT OF COMPETENCY : PERFORM WORKPLACE SECURITY AND SAFETY
PRACTICES
UNIT DESCRIPTOR : This unit of competency deals with the knowledge, skills and
attitudes in following health, safety and security practices. It
includes dealing with emergency situations and maintaining
safe personal presentation standards.
PERFORMANCE CRITERIA
ELEMENT Italicized items are elaborated in the Range of Variables
1. Follow workplace 1.1 Correct health, safety and security procedures are
procedures for followed in line with legislation, regulations and
health, safety and enterprise procedures
security practices 1.2 Breaches of health, safety and security procedures
are identified and reported in line with enterprise
procedure
1.3 Suspicious behavior or unusual occurrence are
reported in line with enterprise procedure
2. Deal with emergency 2.1 Emergency and potential emergency situations are
situations recognized and appropriate action are taken within
individual’s scope of responsibility
2.2 Emergency procedures are followed in line with
enterprise procedures
2.3 Assistance is sought from colleagues to resolve or
respond to emergency situations
2.4 Details of emergency situations are reported in line
with enterprise procedures
3. Maintain safe 3.1 Safe personal standards are identified and followed in
personal line with enterprise requirements
presentation
standards
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RANGE OF VARIABLES
VARIABLE RANGE
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TR-Customer Services NC II Promulgated December 2008
EVIDENCE GUIDE
1. Critical Aspects of Assessment requires tangible evidence that the candidate :
Competency 1.1 Complied with industry practices and procedures
1.2 Used interactive communication with others
1.3 Complied with workplace safety, security and hygiene
practices
1.4 Identified faults & problems and the necessary
corrective action
1.5 Promoted public relation among others
1.6 Complied with quality standards
1.7 Responded to emergency situations in line with
enterprise guidelines
1.8 Complied with proper dress code
2. Underpinning 2.1 Communication
Knowledge 2.1.1 Interactive communication with others
2.1.2 Interpersonal skills
2.1.3 Good working attitude
2.1.4 Ability to work quietly; with cooperation; patience,
carefulness, cleanliness and aesthetic values
2.1.5 Ability to focus on task at hand
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4. Resource 4.1 Procedures Manual on safety, security, health and
Implications may emergency
Include 4.2 Availability of tools, equipment, supplies and
materials
5. Methods of 5.1 Written examination
Assessment 5.2 Practical demonstration
5.3 Interview
6. Context for 6.1 Assessment may be done in the workplace or in a
Assessment simulated workplace setting (assessment centers)
6.2 Assessment activities are carried out through
TESDA's accredited assessment center
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CORE COMPETENCIES
PERFORMANCE CRITERIA
ELEMENT Italicized items are elaborated in the Range of Variables
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PERFORMANCE CRITERIA
ELEMENT Italicized items are elaborated in the Range of Variables
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RANGE OF VARIABLES
VARIABLE RANGE
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Tax (GST) requirements
industry codes of practice
discounted items
Trade Practices and Fair Trading Acts
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EVIDENCE GUIDE
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___TR-Customer Services NC II Promulgated December 2008
1. Critical aspects of Assessment requires evidence that the candidate:
Competency 1.1 Consistently applied store policies and procedures in
regard to displaying, merchandising, ticketing, pricing
and storage of stock.
1.2 Displayed merchandise on floor, fixtures,
shelves/display areas, in determined locations, in
accordance with special manual handling techniques
and other safety requirements.
1.3 Prepared display labels and priced tickets for
merchandise with regard to store policies and
procedures.
1.4 Operated, maintained and stored a range of ticketing
equipment according to:
store policy and procedures
industry codes of practice
manufacturers' instructions and design
specifications.
1.5 Arranged correct pricing and information on
merchandise according to store procedures, industry
codes and government requirements.
1.6 Identified damaged, soiled or out of date stock and
takes corrective action as required by store
procedures and legislative requirements.
1.7 Maintained display areas and replenished stock as
required in accordance with store procedures and
legislative requirements.
1.8 Performed correct manual handling, storage and
display techniques according to:
stock characteristics
industry codes of practice
occupational health and safety
legislation/regulations/codes of practice.
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4.7 Manufacturer's instructions/operation manuals on
electronic ticketing equipment
4.8 Relevant legislation and industry codes of practice
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UNIT OF COMPETENCY: SELL PRODUCTS AND SERVICES
UNIT DESCRIPTOR : This unit involves the skills, knowledge and attitudes required
to sell products and services in a retail environment. It
involves the use of sales techniques and encompasses the
key selling skills from approaching the customer to closing
the sale. It requires a basic level of product knowledge.
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5. Overcome 5.1 Customer objections identified and accepted in
objections accordance with store policies and procedures.
5.2 Objections categorized into price, time and merchandise
characteristics in accordance with store policies and
procedures.
5.3 Solutions offered according to store policy.
5.4 Problem solving applied to overcome customer
objections.
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RANGE OF VARIABLES
VARIABLE RANGE
3. Store Policies and 3.1 Store policy and procedures in regard to:
Procedures selling products and services
returns/exchange/replacement of products
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5. Customers 5.1 Customers may include:
people with routine or special needs
regular or new customers
people from a range of social, cultural or ethnic
backgrounds and physical and mental abilities
6. Sales approach May include but are not limited to:
face to face
over the telephone
over the Internet
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EVIDENCE GUIDE
1. Critical aspects of Assessment requires evidence that the candidate:
Competency 1.1 Followed store policies and procedures in regard to
selling products and services.
1.2 Followed relevant legislation and statutory
requirements including consumer law.
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5. Methods of Competency may be assessed through:
Assessment
5.1 observation of the candidate in the workplace
5.2 third-party reports from a supervisor
5.3 Oral questioning/Interview
5.4 Portfolio assessment
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UNIT OF COMPETENCY: INTERACT WITH CUSTOMERS
UNIT DESCRIPTOR : This unit encompasses the skills, knowledge and attitudes
required to deliver service to customers. It entails being
able to communicate effectively with customers, respond
to their complaints, receive and process sales orders and
identify customers’ special requirements.
PERFORMANCE CRITERIA
ELEMENT
Italicized terms are elaborated in the Range of Variables
1. Deliver services to 1.1 Communication with customers conducted in a
customers professional, courteous manner, according to store
policy
1.2 Customer needs and reasonable requests met or
referred to supervisor according to store policy or
legislative requirements
1.3 Customer details and information recorded where
necessary
1.4 Possible problems identified, anticipated and action
taken to minimize the effect on customer satisfaction
1.5 Opportunities to deliver additional levels of service
beyond the customer’s immediate request
recognized and acted upon
1.6 Contact with customer maintained until sale is
completed according to store policy
1.7 Customer farewelled appropriately and courteously
according to store policy
1.8 Verbal and non-verbal communication used to
develop rapport with customers during service
delivery
1.9 Repeat customers encouraged by promotion of
appropriate services or products according to store
policy
1.10 Customer returns or refunds processed according to
store policies and procedures
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PERFORMANCE CRITERIA
ELEMENT
Italicized terms are elaborated in the Range of Variables
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RANGE OF VARIABLES
VARIABLE RANGE
1. Store policies and May include but are not limited to:
procedures
1.1 Customer service
1.2 Dealing with customer complaints
1.3 Processing sales orders
3.1 Verbal
3.2 Written
3.3 Electronic form
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EVIDENCE GUIDE
1. Critical aspects of Assessment requires evidence that the candidate:
Competency 1.1. Consistently applied store policies and procedures and
industry codes of practice in regard to customer service
1.2. Provided a quality service environment by treating
customers and team members in a courteous and
professional manner through all stages of the
service/sales procedures
1.3. Accurately identified the nature of customer complaints,
resolved complaints and provided service to customers
according to store policies
1.4. Used effective questioning/active listening and
observation skills to identify customers’ special
requirements
1.5 Accessed, recorded and processed sales orders
accurately and responsibly according to store policies
and procedures
1.6 Collaboratively worked within a team to meet
customers’ needs
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3.3.3 Written record of complaints
3.3.4 Sales, stock and delivery documentation
3.4 Numeracy skills in regard to:
3.4.1 Handling of tender
3.4.2 Weighing and measuring goods
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UNIT OF COMPETENCY : OPERATE RETAIL EQUIPMENT
UNIT DESCRIPTOR : This unit involves the skills, knowledge and attitudes
to operate a variety of retail equipment. It involves
identifying the correct equipment required for a
given task, maintaining retail equipment, applying
keyboard skills and operating data entry equipment.
Clerical Administration
PERFORMANCE CRITERIA
ELEMENT
Italicized terms are elaborated in the Range of Variables
2. Operate data entry 2.1 Data entered using relevant equipment according to
requirement store policy and procedures
2.2 Price marking equipment operated according to
manufacturer’s instructions and store policy
2.3 Data entered accurately and within designated time
limits
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PERFORMANCE CRITERIA
ELEMENT
Italicized terms are elaborated in the Range of Variables
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RANGE OF VARIABLES
VARIABLE RANGE
1. Store policies and May include but are not limited to:
administration
1.1 Store administration
1.2 Clerical systems
2.1 POS
2.2 Travellers cheques
2.3 Credit cards/store cards
2.4 Lay-away
2.5 Returns
2.6 Exchanges
2.7 Gift vouchers/gift cheques
3. Point of sale May include but are not limited to:
equipment
3.1 Cash registers
3.2 Cash drawers
3.3 Scanners
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VARIABLE RANGE
5.8 Equipment for storage of merchandise including
refrigerators
5.9 Weighing machines
5.10 Thermometers
5.11 Sensor tag removers
5.12 Trolley return equipment
5.13 Computers
5.14 Scanners
5.15 Numerical keyboard equipment including
calculators
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EVIDENCE GUIDE
1. Critical aspects of Assessment requires evidence that the candidate:
competency
1.1. Operated a range of store retail equipment according
store policy and procedures and industry codes of
practice
1.2. Operated and maintained a range of store retail
equipment according to manufacturer’s instructions and
design specifications
1.3. Applied store maintenance program and reports
faults/problems
1.4. Consistently applied safe work practices in the operation
and maintenance of store retail equipment, according to
occupational health and safety
legislation/regulations/codes of practice
1.5. Read and interpreted operation manuals to solve
routine faults/errors and maintain and use the equipment
effectively
1.6. Used keyboard skills to enter and edit data accurately
1.7. Completed tasks in set time frame
2. Underpinning 2.1 Store policies
knowledge 2.2. Operation of store retail equipment
2.3 Maintenance of store retail equipment
2.4 Reporting problems and faults
2.5 Relevant legislation and statutory requirements
2.6 Relevant occupational health and safety regulations
2.7 Relevant industry codes of practice
2.8 Purpose and impact of using electronic technology
2.9 Operation and maintenance of store retail equipment
2.10 Licensing requirements for carrying/moving merchandize
(if applicable)
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4. Resource The following resources MUST be provided:
implications
Relevant documentation such as:
4.1 Store policy procedure manuals
4.2 Manufacturer’s instructions/operation manuals
4.3 A range of store retail equipment
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UNIT OF COMPETENCY: BALANCE REGISTER/TERMINAL
UNIT DESCRIPTOR : This unit encompasses the skills, knowledge and attitudes
required to balance the register/terminal in a retail
environment. It involves clearing the register, counting
money, calculating non-cash transactions and
reconciling takings.
PERFORMANCE CRITERIA
ELEMENT
Italicized terms are elaborated in the Range of Variables
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RANGE OF VARIABLES
VARIABLE RANGE
2.2.1 Operator
2.2.2 Specialist staff
2.2.3 At intervals during or at close of trading
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EVIDENCE GUIDE
1. Critical aspects of Assessment requires evidence that the candidate:
competency 1.1. Operated register/terminal equipment according to
manufacturers’ instructions and store policy
1.2. Consistently applied store policies and procedures in
regard to handling cash and removing sales from
register/terminal
1.3. Consistently applied store policies and procedures in
regard to reading registers and recording information
1.4. Processed documentation/records responsibly and
according to store policies and procedures
1.5 Reconciled sales according to store policies and
procedures
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4. Resource The following resources MUST be provided:
implications Relevant documentation such as:
4.1 Financial transactions on slips/invoices/receipts
4.2 Sample debit, credit card vouchers, charge slips
4.3 Recording/tally sheets
4.4 Store policy and procedure manuals in regard to
register/terminal balance
4.5 Register/terminal and related equipment
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UNIT OF COMPETENCY: PERFORM STOCK CONTROL PROCEDURES
UNIT DESCRIPTOR : This unit encompasses the skills, knowledge and attitudes
required to handle stock in a retail environment. It
involves receiving and processing incoming goods,
rotating stock, participating in stocktakes, reordering
stock and dispatching goods.
PERFORMANCE CRITERIA
ELEMENT
Italicized terms are elaborated in the Range of Variables
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PERFORMANCE CRITERIA
ELEMENT
Italicized terms are elaborated in the Range of Variables
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RANGE OF VARIABLES
VARIABLE RANGE
1. Store policies and May include but are not limited to:
procedures
1.1 Stock control
1.2 Consolidation
1.3 Dispatch
3.1 Cyclical
3.2 Compliance driven
4. Store stock control May include but are not limited to:
system
4.1 Checking incoming or existing
4.2 Special orders
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EVIDENCE GUIDE
1. Critical aspects of Assessment requires evidence that the candidate:
Competency 1.1 Consistently applied store policies and procedures,
industry codes of practice, relevant legislation and
statutory requirements in regard to stock control
1.2 Consistently applied safe work practices in the manual
handling and moving of stock, according to occupational
health and safety legislation/regulations/codes of practice
1.3 Interpreted and applied manufacturer’s instructions with
regard to handling stock and using relevant equipment
1.4 Received and processed incoming goods according to
store policies and procedures
1.5 Rotated stock and reordered stock/maintains stock levels
according to store policies and procedures
1.6 Assisted with stocktaking and cyclical counts according to
store policies and procedures
1.7 Interpreted and processed information accurately and
responsibly
2. Underpinning Store policies and procedures in regard to:
knowledge 2.1 Stock control
2.2. Store labeling policy
2.3 Product quality standards
2.4 Correct unpacking of goods
2.5 Out of date, missing or damaged stock
2.6 Equipment used
2.7 Stock location
2.8 Waste disposal
2.9 Methods of storage
2.10 Delivery documentation
2.11 Stock record documentation
2.12 Dispatch documentation
2.13 Reporting faults and problems
2.14 Relevant legislation and statutory requirements
2.15 Relevant industry codes of practice
2.16 Relevant occupational health and safety regulations
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TR-Customer Services NC II Promulgated December 2008
3. Underpinning 3.1 Following set routines and procedures
Skills 3.2 Using electronic labeling/ticketing equipment
3.3 Literacy and numeracy skills in regard to:
3.3.1 Stock records and delivery documentation
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ELECTIVES
1. Prepare food stock 1.1 Preparation and handling requirements for specific
food products are identified and applied according to
legislative requirements and store policy
procedures.
1.2 Food preparation tools and equipment used according
to approved occupational health and safety
procedures.
1.3 Food preparation tools and equipment cleaned,
maintained and stored according to store procedures
and legislative requirements.
1.4 Food products wrapped or packaged as required
according to store procedures and legislative
requirements.
2. Place and arrange 2.1 Food stock unpacked in accordance with legislative
food stock requirements and store procedures
2.2 Food products checked for freshness and placed on
display units in specified locations
2.3 Food stock rotated according to shelf life, expiry
dates, store procedures and legislative requirements.
2.4 Damaged, deteriorated, spoiled or out of date stock
identified and corrective action taken according to
store procedures and legislative requirements.
2.5 Food products displayed and stored to avoid cross
contamination as indicated in store procedures and
legislative requirements.
5. Protect food stock 5.1 Correct handling, storage and display techniques
identified and used according to packaging
materials and covering/wrapping of food
products, stock characteristics and legislative
requirements.
5.2 Food handling implements used and changed
according to legislative requirements and store
procedures.
5.3 Fragile or expensive stock identified and handled with
extra care to prevent damage or deterioration.
5.4 Correct temperatures for product range(s) identified
and maintained according to legislative requirements
and store procedures.
5.5 Storage/display units checked, maintained and
cleaned according to store procedures.
5.6 Temperature irregularities reported to appropriate
personnel without delay.
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RANGE OF VARIABLES
VARIABLE RANGE
2. Store policy and May include but are not limited to:
procedures 2.1 preparation, arrangement, presentation, handling
and storage of food stock
2.2 maintenance and cleaning of equipment and
working areas
3. Legislative May include but are not limited to:
requirements
3.1 occupational health and safety
3.2 pricing procedures including Goods and Services
Tax (GST) requirements
3.3 manual handling
3.4 consumer law
3.5 waste disposal
3.6 environmental protection
3.7 industry codes of practice
3.8 food safety regulations
4. Labeling and Pricing May include but are not limited to:
Procedures
4.1 Labels may be provided or produced:
4.1.1 electronically
4.1.2 manually
4.1 Store labeling and pricing procedures may include:
4.2.1 pricing gun
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VARIABLE RANGE
4.2.2 shelf tickets
4.2.3 shelf talkers
4.2.4 written or electronically produced labels
71 perishable items
7.2 cooked/uncooked items
7.3 items requiring defrosting/freezing
7.4 wet/dry items
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9. Food handling May include but are not limited to:
implements
9.1 glove
9.2 tongs
9.3 knives
9.4 slicers
9.5 window displays
9.6 heaters/ovens/bain marie/rotisserie/fryers
9.7 freezers
9.8 refrigerated units/coolrooms
9.9 display fixtures, bins, cabinets
9.10 self serve
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EVIDENCE GUIDE
1. Critical aspects Assessment requires evidence that the candidate:
of competency 1.1 Consistently applied store policies and procedures in
regard to hygiene and sanitation practices.
1.2 Consistently applied store policies and procedures for the
preparation, arrangement, presentation, handling and
storage of food products.
1.3 Consistently applied store policies and procedures in
regard to displaying, merchandising, ticketing, pricing and
storage of stock.
1.4 Displayed merchandise on fixtures shelves/display
areas, in determined locations, in accordance with special
manual handling techniques and other safety
requirements.
1.5 Prepared display labels and price tickets for merchandise
with regard to store policies and procedures.
1.6 Operated, maintained and stored a range of electronic
ticketing equipment according to:
1.1.1 store policy and procedures
1.6.2 industry codes of practice
1.6.3 manufacturers' instructions and design
specifications.
1.7 Arranged correct pricing and information on merchandise
according to store procedures, industry codes and
legislative requirements.
1.8 Identified damaged, soiled or out of date stock and took
corrective action as required by store procedures.
1.9 Maintained display areas and replenishing stock as
required in accordance with store procedures.
1.10 Performed correct manual handling, storage and display
techniques according to:
1.10.1 stock characteristics
1.10.2 industry codes of practice
1.10.3 occupational health and safety regulations
1.10.4 hygiene and sanitation practices.
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5. Methods of Competency may be assessed through:
assessment 5.1 Observation with questioning
5.2 Third Party Report
5.3 Oral questioning/Interview
5.4 Portfolio
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TR-Customer Services NC II Promulgated December 2008
UNIT OF COMPETENCY: PERFORM MERCHANDISE PRESENTATION SKILLS
UNIT DESCRIPTOR : This unit describes the performance outcomes, skills and
knowledge required to conceptualize and implement a
display for a retail business.
PERFORMANCE CRITERIA
ELEMENT
Italicized terms are elaborated in the Range of Variables
1. Establish the 1.1 Identify purpose and audience for the display.
theme or 1.2 Identify products that will be displayed.
concepts/develop 1.3 Generate ideas for the display using creative thinking
display ideas techniques.
1.4 Test ideas against display requirements and
organisation's requirements.
1.5 Discuss display options with relevant personnel.
1.6 Modify display ideas and refine according to feedback
and confirm with relevant personnel.
2. Identify the
requirements of 2.1 Research relevant information where required.
the display 2.2 Identify resources required to create the display.
2.3 Identify and consider constraints or factors that may
affect the creation of the display.
4. Maintain display 4.1 Maintain display in a clean and tidy condition and
products replaced as necessary according to visual
merchandising plan
4.2 Make changes or alterations to the display as
appropriate.
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RANGE OF VARIABLES
VARIABLE RANGE
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5. Display options May include but are not limited to:
6.1 verbally
6.2 in writing
6.3 in groups
6.4 individually
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10.5 space
10.6 product characteristics
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______TR-Customer Services NC II Promulgated December 2008
EVIDENCE GUIDE
1. Critical aspects of Assessment requires evidence that the candidate:
Competency 1.1 Identified the requirements for a new display
1.2 Created a display plan that meets the requirements of the
product, the audience and organization
1.3 Planned and built the display plan and maintained the
display
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6.2. Assessment shall be observed while task are being
undertaken whether individually or in-group
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TR-Customer Services NC II Promulgated December 2008
SECTION 3 TRAINING STANDARDS
This set of standards provides Technical and Vocational Education and Training
(TVET) providers with information and other important requirements to consider when
designing training programs for Customer Services NC II.
Course Description:
To obtain this, all units prescribed for this qualification must be achieved.
BASIC COMPETENCIES
Assessment
Unit of Competency Learning Outcomes Methodology
Approach
1. Participate in 1.1 Obtain and convey Group Demonstration
workplace Workplace informa- discussion
communication tion. Observation
Interaction
1.2 Complete relevant Interviews/
work related questioning
documents.
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TR-Customer Services NC II Promulgated December 2008
Assessment
Unit of Competency Learning Outcomes Methodology
Approach
1.3 Participate in work-
place meeting and
Discussion
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TR-Customer Services NC II Promulgated December 2008
COMMON COMPETENCIES
18 Hours
Unit of Competency Learning Outcomes Methodology Assessment
Approach
1. Develop and 1.1 Understand and Lecture Interview
update industry follow procedures, Group Oral Test
knowledge specifications and Discussion
manuals of Assignment
instruction.
2. Perform computer 2.1 Identify and explain Lecture ● Interviews/
operations the functions, Group Questioning
general features and Discussion ● Demonstration
capabilities of both Tutorial or ● Observation
hardware and self-pace
software
2.2 Prepare and use
appropriate
hardware and
software according
to task requirement
2.3 Use appropriate
devices and
procedures to
transfer files/data
2.4 Produce accurate
and complete data
according to the
requirements
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TR-Customer Services NC II Promulgated December 2008
CORE COMPETENCIES
120 Hours
Unit of Competency Learning Outcomes Methodology Assessment
Approach
1. Prepare products 1.1 Place and arrange Lecture (Walk Interview
for display merchandise through) Oral test
1.2 Prepare display Group Role play
labels/tickets discussion Observation in
1.3 Place, arrange and Demonstration Training
display price tickets by expert Center
and labels Role Play Workshop
1.4 Maintain displays Hands-on Observation in
1.5 Protect merchandise application of Workshop
theory (OJT)
2. Sell products and 2.1 Apply product Lecture (Walk Interview
services knowledge through) Oral test
2.2 Approach customer Group Role play
2.3 Gather information discussion Observation in
2.4 Sell benefits Demonstration Training
2.5 Overcome objections by expert Center
2.6 Close sale Role Play Workshop
2.7 Maximize sales Hands-on Observation in
opportunities application of Workshop
theory (OJT)
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TR-Customer Services NC II Promulgated December 2008
Unit of Competency Learning Outcomes Methodology Assessment
Approach
4. Operate retail 4.1 Apply keyboard skills Lecture (Walk Interview
equipment 4.2 Operate data entry through) Oral test
requirement Group Role play
4.3 Perform point of sale discussion Observation in
transactions Demonstration Training
4.4 Complete sales by expert Center
4.5 Wrap and pack Role Play Workshop
goods Hands-on Observation in
4.6 Maintain retail application of Workshop
equipment theory (OJT)
5. Balance register/ 5.1 Remove takings
terminal from register/ Lecture (Walk Interview
terminal through) Oral test
5.2 Reconcile takings Group Role play
discussion Observation in
Demonstration Training
by expert Center
Role Play Workshop
Hands-on Observation in
application of Workshop
theory (OJT)
6. Perform stock 6.1 Receive and process
control procedures incoming goods Lecture (Walk Interview
6.2 Rotate stocks through) Oral test
6.3 Participate in stock Group Role play
stake discussion Observation in
6.4 Record stock Demonstration Training
6.5 Dispatch goods by expert Center
Role Play Workshop
Hands-on Observation in
application of Workshop
theory (OJT)
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TR-Customer Services NC II Promulgated December 2008
ELECTIVES
80 HOURS
Unit of Competency Learning Outcomes Methodology Assessment
Approach
1. Merchandise food 1.1 Prepare food stock
products 1.2 Place/arrange food Lecture (Walk Interview
stock through) Oral test
1.3 Prepare and display Group Role play
labels and tickets discussion Observation in
1.4 Maintain food Demonstration Training
displays by expert Center
1.5 Protect food stock Role Play Workshop
Hands-on Observation in
application of Workshop
theory (OJT)
2. Perform 2.1 Establish the theme
Merchandise or concepts/develop Lecture (Walk Interview
Presentation Skills display ideas through) Oral test
2.2 Identify the Group Role play
requirements of the discussion Observation in
display Demonstration Training
2.3 Plan and execute by expert Center
displays Role Play Workshop
2.4 Maintain display Hands-on Observation in
application of Workshop
theory (OJT)
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TR-Customer Services NC II Promulgated December 2008
3.2 TRAINING DELIVERY
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TR-Customer Services NC II Promulgated December 2008
place. Distance learning may employ correspondence study, audio,
video or computer technologies
CUSTOMER SERVICES – NC II
*NOTE: Implementation of the training program can be made possible through a MOA
between the Training school and Industry for the use of the facilities. This is in
response to school limitations on the high cost of equipment.
Must be a holder of NC II
Must have undergone training on Training Methodology II (TM II)
Must be physically and mentally fit
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TR-Customer Services NC II Promulgated December 2008
*Must have at least 5 years job/industry experience
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TR-Customer Services NC II Promulgated December 2008
SECTION 4 NATIONAL ASSESSMENT AND CERTIFICATION
ARRANGEMENTS
4.3 Accumulation and submission of all COCs acquired for the relevant units of
competency comprising a qualification, an individual shall be issued the
corresponding National Certificate.
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___TR-Customer Services NC II Promulgated December 2008
4.4 Assessment shall focus on the core units of competency. The basic and
common units shall be integrated or assessed concurrently with the core
units.
4.5 The following are qualified to apply for assessment and certification:
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___TR-Customer Services NC II Promulgated December 2008
COMPETENCY MAP – WHOLESALE AND RETAIL
TRADING SECTOR
ANNEX A
CUSTOMER SERVICES NC II
ES
ENCI Prepare products Interact with Sell products and Operate retail Balance register/ Perform stock
PET for display customers services equipment terminal control procedures
COM
VE
Perform
ECTI Merchandise Food Merchandise Buy Merchandise Manage and control Minimize theft Coordinate work
E/EL Products Presentation store safety and teams
Skills security
COR
Coordinate Communicate in Coordinate sales Order stock Maintain store Maintain
merchandise the workplace performance safety employee relations
presentation
Implement staff
Coordinate Coordinate Manage store’s Buy merchandise Maintain store training
housekeeping interaction with sales performance security
customers
ES
ENCI
Observe Perform
PET Develop and workplace Perform computer workplace
update industry operations Provide effective
hygiene safety practices
customer service
COM
knowledge procedures
MON
COM
PET
COM
Use Apply
Develop and Solve problems Use Plan Collect,
IC Utilize Develop problem- Promote
practice mathematical and organize analyze and
BAS______________________________________________________________________
negotiation
related to work
concepts and
relevant specialized teams and solving Services
TR-Customer
techniques
NC II
work organize
94
environmental
activities technologies communication individuals protection
Promulgated
skillsDecember 2008 techniques skills the
in workplace information
DEFINITION OF TERMS
5. Cost of Goods Available To calculate the cost of goods available for sale, we
for Sale and Cost of added the purchases made during the year to the
Goods Sold preceding year's end-of- year inventories. To calculate
the cost of goods sold, we deducted the end of the
current year's value of inventories from the cost of
goods available for sale.
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__TR-Customer Services NC II Promulgated December 2008
11. Philippine TVET Refers to a comprehensive, nationally consistent
Qualification Framework framework for qualifications in the TVET sector. It also
provides the parameter for the integration of learning
and assessment in the middle skills development.
12. Point of Sale This is a wide-ranging definition that can include all
display and merchandising methods used to enable
transactions. Point of Sale products refers to both the
hardware and software that essentially helps run a
business. The POS can refer to: cash register systems,
cash registers, point of sale terminals, POS receipt
printers, POS pole displays, OEM printers, and all other
point of sale equipment.
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TR-Customer Services NC II Promulgated December 2008
ACKNOWLEDGEMENTS
The Technical Education and Skills Development Authority (TESDA) wishes to extend
thanks and appreciation to the many representatives of business, industry, academe and
government agencies who donated their time and expertise to the development and validation of
these Training Regulations.
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TR-Customer Services NC II Promulgated December 2008
MS. JENNIFER R. CASARES MS. MARIA CONSUELO C. MARCELO
Organizational Dev’t. Officer Channel Director
Expressions Stationery Shop, Inc. UNIGLOBE TRAVELWARE CO., INC.
2302 Sterling Place Bldg., Pasong Tamo Ext. 2282 Leon Guinto St., Malate, Manila
Makati City
MS. JEANELYN ZAMBRANO MS. ARLENE A TARUN
Management Trainee ISETANN DEPT. STORE, INC.
Manels Leathergoods Corp. 600 Carriedo St., Sta. Cruz, Manila
2503 Jollibee Plaza, Emerald Ave., Ortigas
Center, Pasig City
MS. LIBRADA P. ACHA MS. LINA GUTIERREZ ROSENDO
Area Supervisor Management Trainee
CELINE CELINE
1801 Centerpoint Bldg. Julia Vargas, 1801 Centerpoint Bldg. Julia Vargas,
Ortigas Center, Pasig City Ortigas Center, Pasig City
MR. RAMON GUTIERREZ VILLENA, JR. MS. CHERRY MARGARITA R. ESGUERRA
Fashion Consultant/Stockman Training Manager
CINDERELLA MARKETING CORP. RUSTY LOPEZ
825 EDSA, Quezon City 88 E. Rodriguez Ave., Sto. Nino
Marikina City
MR. JERSON B. MIRANDA MR. RODELIO A. FRANCO
Site Selection Manager Training Assistant
Goldilocks Bakeshop Inc. Goldilocks Bakeshop Inc.
439 Shaw Blvd., Mandaluyong City 439 Shaw Blvd., Mandaluyong City
MR. BERNIE LIU MS. BARBARA OCATE VILLAS
President AVP- Operations
Golden ABC RUSTY LOPEZ
88 E. Rodriguez Ave., Sto. Nino
Marikina City
MS. SANDAY MAY L. PALANOG MR. RUBEN B. TORRES
Team Leader Store Manager
Candy Corner Phils., Inc. CINDERELLA MARKETING CORP.
No. 1 St. Augustine St., Bgy. Oranbo 825 EDSA, Quezon City
Pasig City
MS. MA. FE C. ROFULE MR. DOLFUSS PAREDES
HR Manager Learning Manager
Walter Mart Walter Mart
MS. LUCILLE FIRME
Operations Support Manager
Abenson, Inc.
TESDA EXCOM
69
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TR-Customer Services NC II Promulgated December 2008