During your observation you need to show off all the knowledge, skills and behaviours you have learnt during your apprenticeship.

Your observation will usually last 2 hours, and you should take the time to demonstrate to your end-point assessor all the areas and, if you wish, you can explain what you are doing and why you are doing it.

Keep an eye on the time and make sure you cover all the areas and tasks you planned to show the assessor.

Fill in the table below to help you keep to your plan.

Area/Activity Duration

YOUR RETAILER END-POINT ASSESSMENT OBSERVATION

THINK ABOUT

Show off your skills!

• Serve customers: help, sell, upsell and promote• Represent the company and brand• Provide great customer service• Follow policies and procedures• Complete tasks, follow instructions and make decisions

Customers, sales and returns:till point, serving customers

• Ways of selling• The questions you ask and the answers you give• What you say and how you say it• Giving correct information• Promoting the brand• Increasing sales, basket spend and promoting offers and additional products• Being diverse• Returns, customer, stock and company

During your observation you need to show off all the knowledge, skills and behaviours you have learnt during your apprenticeship.

Your observation will usually last 2 hours, and you should take the time to demonstrate to your end-point assessor all the areas and, if you wish, you can explain what you are doing and why you are doing it.

Keep an eye on the time and make sure you cover all the areas and tasks you planned to show the assessor.

Fill in the table below to help you keep to your plan.

Area/Activity Duration

YOUR RETAILER END-POINT ASSESSMENT OBSERVATION

THINK ABOUT

Show off your skills!

• Serve customers: help, sell, upsell and promote• Represent the company and brand• Provide great customer service• Follow policies and procedures• Complete tasks, follow instructions and make decisions

Customers, sales and returns:till point, serving customers

• Ways of selling• The questions you ask and the answers you give• What you say and how you say it• Giving correct information• Promoting the brand• Increasing sales, basket spend and promoting offers and additional products• Being diverse• Returns, customer, stock and company

© 2018 Highfield Awarding Body for Compliance Limited t/a Highfield Qualifications

© 2018 Highfield Awarding Body for Compliance Limited t/a Highfield Qualifications

Stock, merchandising and warehouse:stock filling, gap checking, deliveries

• Product, placement and pricing (right place, right price)• Maintaining displays, clean and tidy• Stock gaps and filling• Tidy as you go• Protecting stock, security tags, cameras and displays• Minimise waste and recycle - breakages and efficiencies

Team work:helping each other, tasks, goals, targets

• Communicate and share with the team and managers• Feedback issues, progress and ideas• Meetings, tasks and prioritising• Working together• Ask questions and help others

HELPING EACH OTHER

Stock, merchandising and warehouse:stock filling, gap checking, deliveries

• Product, placement and pricing (right place, right price)• Maintaining displays, clean and tidy• Stock gaps and filling• Tidy as you go• Protecting stock, security tags, cameras and displays• Minimise waste and recycle - breakages and efficiencies

Team work:helping each other, tasks, goals, targets

• Communicate and share with the team and managers• Feedback issues, progress and ideas• Meetings, tasks and prioritising• Working together• Ask questions and help others

HELPING EACH OTHER

Rules and regs: all tasks

• Data and confidential information. Customer payments and their addresses• Working safely, and setting an example to others• Consumer law• How to deal with accidents and emergencies• Wastage, shrinkage, errors and breakages• Reduce costs• Risks

Technology: all tasks

• How you use technology and how it helps in your job• Tills, hand-held terminals, tablets and the internet• Stock checks and scanners• What to do when technology fails, and how to inform customers and colleagues• Online, collect in-store and reserving stock

Rules and regs: all tasks

• Data and confidential information. Customer payments and their addresses• Working safely, and setting an example to others• Consumer law• How to deal with accidents and emergencies• Wastage, shrinkage, errors and breakages• Reduce costs• Risks

Technology: all tasks

• How you use technology and how it helps in your job• Tills, hand-held terminals, tablets and the internet• Stock checks and scanners• What to do when technology fails, and how to inform customers and colleagues• Online, collect in-store and reserving stock