Retail Team Leader Activity Cum Lesson Planner

Period 1
9 AM to 10 AM
Day Subject Topic Inst code
1 Introduction Retail Sales, Its component
organize the display of display to ensure maximum

2
products at the store appeal
ensure that labels are

legible, visible to customers,
3 Product for Display
and securely positioned in
the correct place
organize the display of principles of good displays,

4
products at the store presentation of products
assembly and dismantling
5 Health and safety equipment safely.
customer needs and

6 Retail Introduction concerns.
7 Introduction Merchandising, Its Types
equipment, materials,
merchandise and props
8 visual merchandising needed to create and install
the display
store policies regarding
9 Retail Srore work availability,
heed to customer queries

10 Satisfy customer needs about the products
suggest alternative products

and supplies when products
11 Satisfy customer needs the customer wants are out
of stock
Recognize and report faulty

equipment and follow store
12 Health and safety workplace health and safety
procedures.
ensure customers are
process the sale of
13 agreeable to the pricing,
products terms
safe storage of payments,

14 sale of products vouchers, records and
receipts.
associated with loyalty

15 sale of products programs, as applicable on
the billing system
. carry out the billing

inappropriate and payment
16 Billing Process processing steps with
appropriate mannerisms to
ensure customer satisfaction
confirm the purchase of the
17 maintain the availability display and any relevant
of goods requirements and standards
and, where necessary,
variety of reports, as
18 Report and dispatch mandated, on sales, receipts
and dispatches of products
19 customer preferences and

Handle customer
feedback
bar code scanners or any

20 Mode of Prayment other means of product unit
identification
21 complete simple written
Team Management
workplace forms
share work-related
22 Team Management information with other team
members
adapt to new situations,

23 Team Management including changing
workplace procedures
provide constructive
24 Team Management feedback to staff on their
performance.
provide opportunities for
25 staff to check they
Team Management
understand the requirements
and standards of the display.
collect and record accurate

26 visual merchandising information on price
changes.
how to involve staff in

27 Team Management assessing and changing
displays
how to use different price

28 Retail Marketing Proces marking methods and
technologies.
confirm the purchase of the
29 maintain the availability
display and any relevant
of goods for sale
requirement
take prompt and suitable

30 Health and Security action to deal with any risks
to security or health
spot realistic and effective

31 ways of improving how
Stock Management
stock is organised and
presented
make sure that he/she

maintains customer
32 Customer interaction goodwill and staff morale
while stock is being
reorganized
33 identify displays that are
visual merchandising
unsafe or not secure enough.
demonstrate sensitivity to
34 Customer interaction customer needs and
concerns.
monitor the team for

35 allocate and check work
conflict, identifying the
in your team
cause(s
36 motivate team members to

Team Management
complete the work
allocate work to team
37 members on a fair basis
Team Management
taking account of their
skills,
why it is important to
38 Work in Team allocate work across the
team
confirm the work required

39 Team Management of the team with your
manager
use of language, tone of

40 Customer interaction voice and body language
may appear to them.
it is important to identify
41 unacceptable or poor
Work in Team
performance by members of
the team
type of problems and

unforeseen events that may
42 Customer interaction occur and how to
support team members in
dealing with them.
identify sustainable
43 resources and ensure their
Work in Team
effective use when planning
the work of a team.
make appropriate decisions

44 Team Management regarding the
responsibilities
45 select and use a range of
Retail Technology
retail technology,
46 identify personal strengths

Work in team
and weaknesses
solve customer service identify repeated customer

47 problems service problems.
identify advantages and

solve customer service
48 disadvantages of options for
problems
dealing with problems.
solve customer service monitor and adjust changes
49 problems made.
carry out verbal instructions

50 from other team members
problems
and supervisors
pass on information to
51 Team Management persons who require it
within agreed timescales.
check to ensure that the

52 Customer interaction information you give is
understood by the receivers.
deal with customers in a
53 respectful, helpful and
Customer interaction
professional way at all
times.
help to give good customer

54 Customer interaction service by passing messages
to colleagues.
agree to the information

55 Deal with Customer sharing timing, reasons and
confidentiality.
roles and functions of your

56 communicate effectively
stakeholders and their
with stakeholders
broad structures
methods of communication
57 communicate effectively
and decision making
with stakeholders
processes.
58 Work Effectively in an . teams purpose, aims and

organization targets
responsibility for
59 Work Effectively in an
contributing to the teams
organization
success.
respond to unsafe and

60 Work Effectively in an
hazardous working
organization
conditions.
61 Revision Revision Revision
62 Reinforcement practice Reinforcement practice Reinforcement practice


Period 2
10 AM to 11 AM
Subject Topic Inst code
Prepare to display
organize the display of products , Label displays
products at the store of products
health, safety and hygiene

health and safety requirements
ensure that the display

area always meets the
Health and safety requirement of hygiene,
safety and saleability.
source product
Product for Display specifications and display
information.
read information
Reading skill accurately, read and
interpret data sheets.
Test Test
planning and preparing

visual merchandising visual merchandising
displays
Interpret design for retail effective ways of

improving the visual
display effect
Health and safety hazardous working
conditions
variety of sales
Retail Sales techniques
Remove supplies that are

Remove products from beyond sellby date or
display have
perished
operate suitable devices

Billing Process and equipment such as
bar code scanners,
confirm that customer is
process the sale of aware and agreeable to
products the modes of payment
available
ensure proper functioning

of departmental
sale of products processes that lead to a
sale
mode of cash and loose

Cash handling in Sales cash handling,
the method(s) of
processing payment or
Billing Process
credit and ascertaining
credit approval
Product for Display clearly explain to staff the
purpose of the display
appropriate mode of cash

and loose cash handling,
billing systems
counting and settlements
with the customers
Efficiently conclude the

customer purchase
process with quick
Handle customer
packing/wrapping of
customers orders and
billing.
insertion of the product

Mode of Prayment unit details into the billing
details
read and interpret simple
Team Management
workplace documents
make appropriate
decisions regarding the
Team Management
responsibilities of the job
role.
Handle customer customer needs and
concerns
check that staff prepare

the display area and put
the display together in a
way that causes the least
inconvenience to
customers.
check that the assembled
display confirms to
company requirements
and standards
give accurate, up-to-date

Team Management price information to the
staff who need it
how to replenish and

Retail Stock Management rotate stock and deal with
sub-standard goods
how to check that the

visual merchandising information in displays is
accurate and legal.
ways of display that
maintain the availability causes the least
of goods for sale inconvenience to
customers.
promptly sort out any

Processing of Payment
pricing problems
involve staff in spotting

potential improvements to
Stock Management
the way stock is organised
and presented
use different price

Retail Technologies marking methods and
technologies
brief staff in a way that
Team Management encourages their
involvement
anticipate problems and

Health and safety act to avoid them where
possible.
use information collected

check work in your team on the performance of
team members in any
support team members in

Team Management identifying and dealing
with problems a
identifying any priorities
or critical activities and
work in team
making best use of the
available resources.
plan how the team will

Team Management
undertake its work,
Revision Revision
encouraging team
Customer interaction members to ask questions
and/or seek
team members might
Work in Team require to help them
complete their work
work of a team, including

how to identify any
Work in team priorities or critical
activities and the available
resources.
identify and take due

Health and Safety account of health and
safety issues
follow store policies

Company Policy regarding work
availability
manage personal
health and safety presentation, hygiene and
time.
accept opportunities to
work in team learn new ways of doing
things
select the best option,

problems balancing customers and
organisational needs.
keep customers positively

problems involved in steps taken to
solve problem.
organizational procedures
Company/ Store Policy and systems for dealing
with customers problems

problems regarding work
availability
accurately interpret and

health and safety act upon instructions that
you receive
consult with and help

your team members to
health and safety
maximise efficiency in
carrying out tasks.
understand the roles and
responsibilities of the
Work in team
different people you will
be working with.
agree and record

arrangements for joint
Record and feedback
working that are
appropriate and effective.
agree to the information

Customer interaction sharing timing, reasons
and confidentiality
principles and benefits of

communicate effectively
joint working between
with stakeholders
different stakeholders
communicate effectively the factors likely to hinder
with stakeholders joint working
Work Effectively in an colleagues roles and main

organization responsibilities
the importance of sharing

Work Effectively in an
work fairly with
organization
colleagues
Work Effectively in an read and interpret simple

organization workplace documents
Revision Revision Revision
Reinforcement practice Reinforcement practice Reinforcement practice


Period 3
11 AM to 12 PM
organize the display of Arrange and maintain

products at the store products for display
wear the correct

health and safety personal protective
clothing
. transfer products safely

Product for Display
to the display area
procedure for rejecting

Product for Display and isolating failed
products.
retail technology point-of-sale systems,
respond to breakdowns
Health and safety and malfunction of
equipment.
Interpret design briefs for

Produce on display retail displays
Interpret design for retail Evaluate the place to put

display the display
act to avoid them,
Problem Solving demonstrate sensitivity to
customer needs
help customers identify

Satisfy customer needs the product
Satisfy customer needs customer needs
verbal instructions from

sale of products other team members and
supervisors
process payment or credit
sale of products in line with business
policies
Test Test Test
counting and settlements

Cash handling in Sales with the customers
functioning of point of
sale billing systems or
Billing Process traditional methods of
raising a bill
check that staff prepare check that staff prepare
the display area a the display area a
prevalent offers and their

Handle customer commercial terms
carry out the billing

inappropriate and
payment processing steps
Handle customer with appropriate
mannerisms to ensure
customer satisfaction
billing systems, bar code

Mode of Payment scanners or any other
equipment at the sale
carry out verbal
instructions from other
Team Management team members and
supervisors
select and use a range of

Retail Technology retail technology,

health and safety act to avoid them where
possible.
clearly explain to staff the

purpose of the display and
Team Management
any relevant requirements
and standards.
obtain permission from
the appropriate authority
to modify or change the
display.
regularly check price

marking and promptly
Team Management
sort out any pricing
problems
Processing of Payment record price changes
accurately.
customers rights and the

customer interaction companys duties and
responsibilities
provide constructive
Report and feedback feedback to staff on their
performance
make sure that stock

Stock Management replenishment plans are
up-to-date and realistic
Introduction to Retail company policy and any

( Company) relevant laws.
can you position

Retail Sales information so that it
helps to promote sales.
layout of the selling area
affects sales.
health and safety and malfunction of
equipment.
formal appraisal of
check work in your team
performance.
check the progress and

Team Management quality of the work of
team members
brief team members on 6
Team Management
the work they have been
allocated
values, ethics, beliefs,

faith, cultural
Work in Team conventions, perceptions
and expectations of any
team members
Revision Revision
clarification and make

suggestions in relation to
Team Management
the work which they have
been allocated.
how to provide prompt
Work in Team and constructive feedback
to team members
use questioning and active

Work in Team listening to determine and
respond to customer needs
read and interpret simple

Report and Feedback
workplace documents.
Revision Revison
unsafe and hazardous
health and safety
working conditions
report faulty equipment

and follow store
health and safety
workplace health and
safety procedures.
obtain approval from

solve customer service sufficient authority to
problems change guidelines to
reduce a problem.

problems action the agreed solution.
manage personal
problems presentation, hygiene and
time.
work within the store

problems culture by practicing
inclusive behaviour
give instructions to others

health and safety clearly, at a pace and in a
manner that helps them
listen actively and

identify the most
customer interaction
important things that
customers are saying
undertake your role in the
joint working in a way
that is consistent with
Work in team
agreements made, your
own job role and relevant
policies and standards
represent your agency's

views and policies in a
Company/ Store Policy
clear and constructive
way.
identify any tensions and

issues in the joint working
Work in team
and seek to address them
with the people involved.
how to make sure your

communication
communicate effectively
equipment is working
with stakeholders
properly and what to do if
it isn't.
what to do if there are
communicate effectively problems in using
with stakeholders communications
equipment
the factors that can affect

own and colleagues
willingness to carry out
organization
work, including skills and
existing workload
Work Effectively in an the importance of being a

organization reliable team member.
carry out verbal

Work Effectively in an instructions from other
organization team members and
supervisors

Computers Practice 6
Laurus Edutech Private Limited
Activity Cum Lesson Planner - Retail Team Leader

Period 4
12 PM to 1 PM
Module coverage
English Why learning English is 1
important
Recall alphabets
English Recall vowels and 1
consonants
Family Relationships
Some common
English occupations 1
Names of fruits and
vegetables, Animals
English Student Activity 5

English Student Activity 5
English Grammar, Parts of speech 1


English Tenses 1
English Tenses 1
English Tenses 1
English Tenses 1
English Tenses 1
English Tenses 1
English Tenses 1
English Tenses 1
English Tenses 1
English Tenses 1
Articles, Active Voice,

English 1
Passive Voice

English 1
Passive Voice

English 1
Passive Voice
English 1
Passive Voice

English 1
Passive Voice

English 1
Passive Voice

English 5
Passive Voice
English 5
Passive Voice
English Writing and Speaking 5

English Reading Dolch List 5

English Reading Simple Sentences 5

English Reading Simple Sentences 5
English Reading Paragraphs 5
English Reading Paragraphs 5
English Greetings 5
English Greetings 5
English Listening Practice 5
English Listening Practice 5
English LSR Role Plays 5

Conversation Group
English 5
Discussion
Writing application letter

English Leave letter, any other 5
forms

forms

forms
forms

forms

forms

forms
Importance of Soft Skills
Soft Skills Meaning of Soft Skills 5
How to improve soft skill
Communication Skills
Soft Skills 5
Verbal communication
Soft Skills 5
Verbal communication
Non Verbal
Soft Skills 5
Communication
(Body Language)
Non Verbal
Soft Skills 5
Communication
(Body Language)
Soft Skills Enhanced listening skills 5
Soft Skills Enhanced listening skills 5

h Private Limited
anner - Retail Team Leader

Period 5
1.30 PM to 2.30 PM
Department Store ,
Retail Operations Supermarket , Specialty 5
Store
organize the display of display area, equipment

products at the store and accessories are clean
monitor displays
Product for Display according to instructions
and specifications
safe handling and

Health and Safety application of cleaning
materials for display
rosters and work duties,
Allocating work in store prepare / follow store
policies,
Test Test
purpose, content and style

of the display.
Interpret design for retail create new and effective

ways of improving the
display visual effect,
light, colour, texture,
Components of Display shape and dimension
Types of customers, their

Satisfy customer needs requirements,
Unsafe and hazardous

working conditions.
Health and safety Respond to security
breaches
Health and Safety and malfunction of
equipment.
ensure safe handling and
Safety of Product
movement of product
alert appropriate persons

in case of a process
Safety of Product
malfunction or process
failure
. provide appropriate
people in the organisation
Dispatch of Product with a variety of reports
on sales, receipts and
dispatches of products
functioning of bar code

Billing Process
scanners
put the display together
organize the display of in a way that causes the
products at the store least inconvenience to
customers.
conclude dealing with

customers with
Handle customer appropriate and
prescribed mannerisms.
processing payment or
Handle customer credit and ascertaining
credit approval
operate suitable devices

Mode of Payment and equipment
needs to ensure
Customer interaction customers enjoy a
positive retail experience
pointofsale systems,
according to available
Retail Technology equipment and store
procedures.
Health and Safety and malfunction of
equipment
recognize and report

faulty equipment and
Health and Safety follow store workplace
health and safety
procedures.
keep complete, accurate
Record Management and uptodate records of
displays.
make sure that stock

Retail Stock Management replenishment plans are
uptodate and realistic
security, health and safety

requirements and
Health and Safety procedures relating to
displaying goods
who can authorize

visual merchandising changes in the display.
monitor that information
Record Management has been placed
accurately and legally
keep complete, accurate

Record Management and uptodate records of
displays
deal with out of date or

Stock management deteriorating stock
correct displays that are

visual merchandising unsafe or noncore
enough.
write simple reports
Team Management when required.
read and interpret data

Team Management sheets.
fair basis against the

Team Appraisal standard or level of
expected performance
recognise and find out

differences in
Team Management expectations and working
methods of any team
members
effective ways of regularly
Work assesment and fairly checking the
progress
how to provide prompt

Work in Team and constructive feedback
to team members.
additional support and/or

resources which team
Work in Team members might require
to help them complete
their work
Test Test
effective ways of regularly
and fairly checking the
Work in team progress and quality of
the work of team
members.
Revision Revision
make suggestions in
relation to the work
Work in tean which they have been
allocated.
Revision Revision
respond to security
Health and Safety breaches
solve problems in the

Work in Team context of a team
structure
solve problems with

problems service system and
procedures
inform co workers of the

solve customer service steps taken to solve
problems specific problems
prioritise and complete
solve customer service delegated tasks under
problems instruction.
solve customer service demonstrate sensitivity to

customer needs and
problems concerns.
identify the most

Customer interaction important things that
customers are telling you.
summarize information
Customer interaction for customers.
how to make sure
Report and Feedback information is correct and
current
the limits of your

authority and
Work in Team responsibility for passing
on information
the regulations or policies

Company/ Store Policy that you should follow for
using

communicate effectively act to avoid them where
with stakeholders possible.
communicate effectively and malfunction of
with stakeholders equipment
factors to take account of

Work Effectively in an when making
organization commitments, including
your existing workload
the importance of sharing

work fairly with
organization
colleagues
how to work out what

Work Effectively in an skills and knowledge
organization he/she can usefully share
with others


Period 6
2.30 PM to 3.30 PM
Definition of a computer
Computers Basic Operations of a 1
computer
Computers History of Computers 1
Block diagram of a
Computers 1
computer Hardware
Basic Terms
Computers 1
Operating system
Input/Output devices
Computers 5
Central Processing Unit
Specifications of a
Computers 5
computer
Application softwares
Computers 6
Student activity
Computers Student Activity 6

Windows Nomenclature
Computers 5
Creating Files and Folders
Windows Nomenclature
Computers 5
Creating Files and Folders
Installing simple
Computers 5
softwares
Installing simple
Computers 5
softwares
MS Word
Use of MS word
Word Processing
Computers 6
concepts
Create, Save, Edit,
Format a document
MS Word
Use of MS word
Word Processing
Computers 6
concepts
Create, Save, Edit,
Format a document
MS Word
Use of MS word
Word Processing
Computers 6
concepts
Create, Save, Edit,
Format a document
MS Word
Use of MS word
Word Processing
Computers 6
concepts
Create, Save, Edit,
Format a document
MS Word
Use of MS word
Word Processing
Computers 6
concepts
Create, Save, Edit,
Format a document
MS Word
Use of MS word
Word Processing
Computers 6
concepts
Create, Save, Edit,
Format a document
MS Word
Use of MS word
Word Processing
Computers 6
concepts
Create, Save, Edit,
Format a document
MS Word
Use of MS word
Word Processing
Computers 6
concepts
Create, Save, Edit,
Format a document
MS Word
Use of MS word
Word Processing
Computers 6
concepts
Create, Save, Edit,
Format a document
MS Word
Use of MS word
Word Processing
Computers 6
concepts
Create, Save, Edit,
Format a document
MS Word
Use of MS word
Word Processing
Computers 6
concepts
Create, Save, Edit,
Format a document
MS Word
Use of MS word
Word Processing
Computers 6
concepts
Create, Save, Edit,
Format a document
MS Word
Use of MS word
Word Processing
Computers 6
concepts
Create, Save, Edit,
Format a document
MS Word
Use of MS word
Word Processing
Computers 6
concepts
Create, Save, Edit,
Format a document
MS Word
Use of MS word
Word Processing
Computers 6
concepts
Create, Save, Edit,
Format a document
MS Word
Use of MS word
Word Processing
Computers 6
concepts
Create, Save, Edit,
Format a document
MS Word
Use of MS word
Word Processing
Computers 6
concepts
Create, Save, Edit,
Format a document
MS Word
Use of MS word
Word Processing
Computers 6
concepts
Create, Save, Edit,
Format a document
Computers Typing Tutor 6




Use of MS Excel
Understand Electronic
Computers Spread sheet concepts 6
Create, Save, Edit and
format a spread sheet
Use of MS Excel
Use of MS Excel
Use of MS Excel
Use of MS Excel
T: Computers
Use of PowerPoints
Computers 6
Create, Save, Edit, Format
a New Presentation
Use of internet
Understand the concept
of URL
Computers 6
Creating an email
account
Send and Receive mails
Use of internet
of URL
Computers 6
Creating an email
account
Use of internet
of URL
Computers 6
Creating an email
account
Use of internet
of URL
Computers 6
Creating an email
account
Use of internet
of URL
Computers 6
Creating an email
account
Use of internet
of URL
Computers 6
Creating an email
account
Use of internet
of URL
Computers 6
Creating an email
account
Use of internet
of URL
Computers 6
Creating an email
account
Period 7
3.30 PM to 4.30 PM
Fresh Food stores, Quick

Retail Operations
Service Food Stores
products available for

organize the display of
products at the store display, estimate the
quantities required
Health and Safety emergency cleaning

procedures
Health and Safety interpret the cleaning

schedule for display
Health and Safety hazardous working
conditions.
TEST TEST TEST
role of displays in
visual merchandising marketing, promotional
and sales campaigns
approaches to designing
Display Design displays
safely transporting,
Health an d Safety storing, /safekeeping or
refrigeration of products
Plan and organise work prioritise and complete

delegated tasks

conditions.
ensure accurate
accounting of units of
Sale of the Product
purchased product or
supplies
conclude dealing with

customers with
Sales Etiquette
appropriate and prescribed
mannerisms.
payments, customer
Payment and feedback
preferences and feedback
any other means of

product unit identification
Billing Process and the insertion of the
product unit details into
the billing details
constructive feedback to
Organize Staff
staff on their performance
obtain permission from

organize the display of the appropriate authority
products at the store to modify or change the
display.
functioning of point of
Handle customer sale billing systems
bar code scanners, billing

Payment and feedback and payment processing
systems
Test Test Test

Team Management regarding work availability

team Work culture by practicing
inclusive behaviour
respond to security
Health and Safety breaches
identity what standards
visual merchandising the display should meet.
deal with out of date or

Retail Stock Management deteriorating stock in line
with company policy
different types of display

visual merchandising help the store to reach its
sales targets
standards for cleaning

Health and Safety and preparations.
check displays against all
the relevant standards to
visual merchandising decide how effective they
are.
give staff clear

Team Management instructions and
encouragement
Revision Revision
carry out verbal

instructions from other
Team Management team members and
supervisors
Test Test

Company / Store Policy regarding work
availability,
provide prompt and

customer inetraction constructive feedback
brief team members on

Team Management the work they have been
allocated
Team Management monitor the team for
conflict
account of diversity and

inclusion issues when
supporting and
Work in Team encouraging team
members to complete the
work they have been
allocated.
type of problems and

Team Management unforeseen events
Test Test
important to allocate
Work in team work across the team on
a fair basis
Revision Revison
values, ethics, beliefs,

Team Management faith, cultural
conventions, perceptions
solve problems in the

Work in Team context of a team
structure
Test Test
monitor and solve solve customer service

customer service problems when you have
problems sufficient authority.
monitor and solve keep customers informed

customer service of the actions being
problems taken.
monitor and solve

customer service Practice Exercise
problems
accept opportunities to
learn new ways of doing
monitor and solve things and implement
customer service changes under instruction
problems in the context of store
procedures.
monitor and solve identify personal

customer service strengths and weaknesses
problems
use appropriate body

monitor and solve language when
customer service communicating with
problems customers.
Test Test
terminology that you
should use in
Health and Safety communication mediums
(phonetic alphabet, the
24 hour clock, call signs,
how to use questions to

check that you
Customer interaction understand what
customers are telling you.
Revision Revision
complete simple written

workplace forms and
Work in Team share workrelated
information with other
team members
implement changes under
Company / Store Policy instruction in the context
of store procedures
Work Effectively in an the importance of being a

organization reliable team member
the importance of good

working relations, and
techniques for removing
organization
tension between
colleagues.
Work Effectively in an how to help others to

organization learn in the workplace


Period 8
4.30 PM to 5.30 PM
Fire Safety
Importance of Safety
Fire Extinguishers
confirm requirements
for labelling of
Product for Display products, confirm
label information is
correct
controls involved in
the display of products
Product for Display
in a retail
environment.
features of legal and

operational
requirements for
Product for Display
labelling, the
contingencies for
display equipment.
respond to security
breaches, report
Health and Safety faulty equipment
write simple reports,

Core Skill .read and interpret
data sheets.
respond to
Tools and Instruments breakdowns and
malfunction of
equipment.
company policies for

Display Design visual design.
Maintain the stock
Data Maintainance records
health, safety and

hygiene requirements
Health and safety for stock, store
environment
store policies
Plan and organise work availability,work
regarding
rosters and
work duties.
adapt to new
situations, including
Working environment
changing workplace
procedures.
ensure appropriate and
Sale of the Product
accurate processing,
prevalent offers and

Sales Process
their commercial terms
efficiently conclude
the customer purchase
process with quick
Payment and feedback
packing/wrapping of
customers orders and
billing
what needs to be done

when billing systems,
bar code scanners or
Billing Process any other equipment at
the sale and check-out
counter is not
operational
opportunities for staff
to check they
organize the display of understand the
products at the store requirements and
standards of the
display.
check that the

assembled display
organize the display of confirms to company
products at the store requirements and
standards.
traditional methods of
Handle customer raising a bill
questioning and active

Customer interaction listening to determine
and respond to
customer
Test Test Test
follow store rosters

Team Management and work duties.
prioritise and
complete delegated
team Work tasks under
instruction.

conditions
check displays against
visual merchandising all the relevant
standards
involve staff in
spotting potential
Stock Management improvements to the
way stock is organised
and presented.
legal requirements for

Payment and feedback pricing goods foe
sales.
companys standards
visual merchandising for putting displays
together
encourage staff to
make helpful
visual merchandising comments and
identify changes that
may make the display
ask the right person

Visual merchandising for permission to
make any changes
Revision Revision
share workrelated
Team Management information with other
team members
Test Test
prioritise and
complete delegated
Team Management tasks under
instruction.
encourage team
members to ask
questions, make
Team Management suggestions and seek
clarification in relation
to the work t
standard or level of
Customer feedback expected
performance.
How to identify causes
Team Management of conflict
importance to identify
unacceptable or poor
Work in Team performance by
members of the team
a
how to plan the work

Work in team of a team
how to identify any

priorities or critical
Work in Team activities and the
available resources
different ways of
communicating
Work in Team effectively with
members of a team
identify and take due

account of health and
Health and Safety safety issues in the
planning, allocation
and checking of work.
standard or level of
Work in Team expected performance
customer service
Customer interaction issues or recognition
of risk
Test Test
monitor and solve work with others to

customer service solve customer service
problems problems.
checking if the
monitor and solve customers are
customer service comfortable with the
problems actions taken.
monitor and solve

customer service Practice Exercise
problems
keep the information
Report and feedback in written documents
Revision Revision
read your customers

monitor and solve body language to help
customer service you understand their
problems feelings and wishes.
Test Test
how to use and read
Customer interaction body language
effectively.
Customer interaction how to summarize and

speak clearly
Revision Revision
select and use a range

of retail technology,
Retail Technology such as pointofsale
systems
Company /Store Policy culture by practicing
inclusive behaviour.
Work Effectively in an how to adjust plans as

organization needed to meet goals
Work Effectively in an how to ask for

organization feedback on progress.
Work Effectively in an how to

organization respondpositively.
Reinforcement
Reinforcement practice Reinforcement practice
practice
Reinforcement
practice
Reinforcement
practice
Critical thinking and
Soft Skills 5
management skills
Soft Skills Presentation skills 5
Soft Skills Presentation skills 5

Day Subject Soft Skills English
1 6 1
2 5 2
3 5 2
4 5 2
5 5 2
6 5 2
7 5 2
8 5 2
9 5 2
10 5 2
11 5 2
12 5 2
13 5 2
14 5 2
15 5 2
16 5 2
17 5 2
18 5 2
19 5 2
20 5 2
21 5 2
22 5 2
23 5 2
24 5 2
25 5 2
26 5 2
27 5 2
28 5 2
29 5 2
30 5 2
31 5 2
32 5 2
33 5 2
34 5 2
35 5 2
36 5 2
37 5 2
38 5 2
39 5 2
40 5 2
41 5 2
42 5 2
43 5 2
44 5 2
45 5 2
46 5 2
47 5 2
48 5 2
49 5 2
50 5 2
51 5 2
52 5 2
53 5 2
54 5 2
55 5 2
56 5 2
57 5 2
58 5 2
59 5 2
60 5 2
61 5 2
62
63
64
65
66
67
Computer Soft Skills

Retail Team Leader Activity Cum Lesson Planner

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Period 1

1 Introduction Retail Sales, Its component

organize the display of display to ensure maximum

ensure that labels are

organize the display of principles of good displays,

customer needs and

7 Introduction Merchandising, Its Types

heed to customer queries

suggest alternative products

Recognize and report faulty

safe storage of payments,

associated with loyalty

. carry out the billing

19 customer preferences and

bar code scanners or any

adapt to new situations,

collect and record accurate

how to involve staff in

how to use different price

take prompt and suitable

spot realistic and effective

make sure that he/she

monitor the team for

36 motivate team members to

confirm the work required

use of language, tone of

type of problems and

make appropriate decisions

46 identify personal strengths

solve customer service identify repeated customer

identify advantages and

carry out verbal instructions

check to ensure that the

help to give good customer

agree to the information

roles and functions of your

58 Work Effectively in an . teams purpose, aims and

respond to unsafe and

62 Reinforcement practice Reinforcement practice Reinforcement practice

63 Reinforcement practice Reinforcement practice Reinforcement practice

64 Reinforcement practice Reinforcement practice Reinforcement practice

66 Reinforcement practice Reinforcement practice Reinforcement practice

67 Reinforcement practice Reinforcement practice Reinforcement practice

health, safety and hygiene

ensure that the display

planning and preparing

Interpret design for retail effective ways of

Remove supplies that are

operate suitable devices

ensure proper functioning

mode of cash and loose

appropriate mode of cash

Efficiently conclude the

insertion of the product

check that staff prepare

give accurate, up-to-date

how to replenish and

how to check that the