Hi, this is Cert 3 in retail course, so how much you think it cost please?


Table of Contents
Assessment Information ....................................................................................................................... 5
Assessment Components ...................................................................................................................................................... 5
Assessment Competency ...................................................................................................................................................... 5
Knowledge Assessment Tool (KAT) .................................................................................................... 6
[K]AT [T]ASK .......................................................................................................................................................................... 6 Skills Application Tool (SAT) .............................................................................................................. 12
[S]AT [T]ASK ........................................................................................................................................................................ 12 Retail Innovation Tool (RIT) ................................................................................................................ 18
[R]IT [T]ASK ......................................................................................................................................................................... 18
Appendix 1 – Roberta’s Ordeal. ....................................................................................................................................... 21
Appendix 2 – Store Operations Policies and Procedures (SOPP) ................................................................................... 23

......................................................................................................................................................................................... 23

ASSESSMENT INFORMATION
All assessments are required to be submitted in soft or hard copy. You have 3 assessments to complete.
Assessment Components
Assessment Competency
Each assessment is assessed against unit of competencies benchmarks). You are deemed competent for the unit of competencies being assessed, when all 3 assessment components (KAT, SAT & RIT) have achieved satisfactory results.
Assessment 1
KNOWLEDGE ASSESSMENT TOOL (KAT)
Instructions for participant
After working through your WorkBook, answer all the following questions below based on the information within your Workbook, as part of your assessment process. These are to be answered by yourself in class, however, you may consult your participant notes during the assessment. If you don’t understand the question or you are unclear as to what is to be done you may ask for clarification from your facilitator.
All the following questions assume that you are a retail sales associate.
Use a separate A4 sheet to supply your answers if there is not enough space in your assessment booklet and staple your answer sheet to this booklet. Ensure that each answer is labelled using the corresponding question number (eg KT1, KT2, etc.), so that there is no confusion as to what answer belongs to what question. Appendix 2 – Store Operations Policies and Procedures (SOPP)
You will also need to refer to the ‘Store Policies and Procedures’ at the back of this assessment kit.
[K]AT [T]ASK
Assessor use ONLY
No Questions Satisfactory?
KT1
Answer:
•
•
•
•
Look up the following organisational policies and procedures in the manual at the back of

this assessment and briefly state how they would refer to you, or help you in your work as a

sales associate. Also include where you located this information (i.e. state the section number and section title).
accepting, declining, and amending roster hours
personal and carer’s leave
personal work requirements
counselling and discipline Attempt 01 ? Attempt 02 ? Attempt 03 ?
• grievances / complaints procedure
• equal employment opportunity
• uniform and personal presentation standards
• discrimination and harassment
• code of conduct
KT2 According to your workbook what are six sources that can inform you regarding aspects of employment related laws covering rights and responsibilities of employees and employers as related to your role as a sales associate. Most of these sources have websites that contain the above-mentioned information regarding these aspects.
List these sources below.
Answer:
Attempt 01 ? Attempt 02 ? Attempt 03 ?
KT3 There are several points of employment related laws covering rights and responsibilities of employees and employers that are relevant to your job role, such as the:
• Fair Work Act 2009: minimum workplace entitlements provided by the National Employment Standards (NES)
• relevant provisions of Commonwealth and state or territory anti-discrimination and equal employment opportunity (EEO) laws, and how these relate to your work role, including:
o harassment and bullying o types of discrimination
o rights and responsibilities of employees and employers
o consequences of non-compliance
o role of relevant national, state or territory bodies in managing complaints
Information on these points above can be obtained from the sources mentioned in question KT2.
Research these sources (either directly or through the internet) and copy, print or write these points down on a separate piece of paper and state why they are important/apply to you as a sales associate and then staple these to the back of this assessment kit. Be sure to indicate that these answers refer to question KT3.
Answer:
Attempt 01 ? Attempt 02 ?
Attempt 03 ?
KT4 To help you answer the following questions, contact the fair work commission (or visit their website) and locate/review your industry awards or enterprise agreements for retail employees as relevant to a sales associate’s role.
• What is the purpose of awards/agreements?
Answer:
Attempt 01 ? Attempt 02 ?
Attempt 03 ?
•
Answer:
What are the 10 minimum entitlements of the Australian National Employment Standards (NES)?
KT5 What are the primary functions of trade unions for retail employees?
Answer:
Attempt 01 ? Attempt 02 ?
Attempt 03 ?
KT6 According to your WorkBook, what are the general role boundaries and responsibilities for the key retail industry staff below?
• retail sales associates Answer:
Attempt 01 ? Attempt 02 ? Attempt 03 ?
• supervisors and managers Answer:
KT7
According to your
WorkBook what are the principles for effective retail work practices and
work environments?
Answer:
Attempt 01 ? Attempt 02 ?
Attempt 03 ?
KT8
According to your workbook what are the principles (and sub principles) for workplace

etiquette?
Answer:
Attempt 01 ? Attempt 02 ?
Attempt 03 ?
KT9
According to your WorkBook, what is the commercial impact of inappropriate behaviours,

either by staff or by management, to a retail business?
Answer:
Attempt 01 ? Attempt 02 ? Attempt 03 ?
Feedback to participant on the assessment
The participant’s 1st attempt was deemed: ? Satisfactory
? Not Satisfactory
The participant’s 2nd attempt was deemed: ? Satisfactory
? Not Satisfactory
The participant’s 3rd attempt was deemed: ? Satisfactory
? Not Satisfactory
Assessment 2
SKILLS APPLICATION TOOL (SAT)
Instructions for participant
After working through your WorkBook, answer all the following questions below based on the information within your Workbook, as part of your assessment process. These are to be answered by yourself in class, however, you may consult your notes during the assessment. If you don’t understand the question or you are unclear as to what is to be done you may ask for clarification from your facilitator.
All the following questions assume that you are a retail sales associate, and/or assume that the questions refer to anyone who is employed in that position.
Use a separate A4 sheet to supply your answers if there is not enough space in your assessment booklet and staple your answer sheet to this booklet. Ensure that each answer is labelled using the corresponding question number (eg ST1, ST2, etc.), so that there is no confusion as to what answer belongs to what question.
Appendix 1 – Roberta’s ordeal
Read Appendix 1. Then read the questions in each of the boxes below and write in your answers in the spaces provided.
The questions in this section will require you to read Appendix 1 (located at the back of this assessment booklet) and will refer to the scenario depicted there. Each paragraph or section of this scenario is numbered as you may be required to indicate what paragraph you are referring to within your answer. When asked, include this number in your response.
For example: if the first paragraph in the scenario talks about a sales associate called Jane who has worked in retail for just under a year, and the question asks, “How long has Jane worked in retail what paragraph tells you this?)” Your answer would be, “Less than a year. (paragraph 1)”.
There may be several people mentioned in the scenario so pay close attention as to who the question is referring to.
Attachment 2 - ‘Store Operations Policies and Procedures (SOPP)’
You will also need to refer to the attached – ‘HR Section - Store Policies and Procedures Manual’. [S]AT [T]ASK
Assessor Use Only
No Assessments Satisfactory
ST1 Refer to the store’s policies and procedures manual and identify the HR sections that apply to Roberta’s situation. List the employee and employer rights and responsibilities that pertain to this scenario.
Answer:
Attempt 01 ? Attempt 02 ?
Attempt 03 ?
ST2 How do the laws for anti-discrimination, harassment and equal employment opportunity apply to Roberta’s situation?
Answer:
Attempt 01 ? Attempt 02 ?
Attempt 03 ?
ST3 Which of the 10 minimum entitlements of the National Employment Standards apply to Roberta’s situation? How do they apply?
Answer:
Attempt 01 ? Attempt 02 ?
Attempt 03 ?
ST4 Did Roberta comply with all employee regulations?
Answer:
Attempt 01 ? Attempt 02 ?
Attempt 03 ?
ST5 Did Roberta comply with the company’s policies and procedures? Why or why not?
Answer:
Attempt 01 ? Attempt 02 ? Attempt 03 ?
ST6 Who could Roberta have contacted after failing to contact the store and her manager?
Answer:
Attempt 01 ? Attempt 02 ?
Attempt 03 ?
ST7 Did Roberta do the right thing according to the store policies and procedures manual?
Answer:
Attempt 01 ? Attempt 02 ?
Attempt 03 ?
ST8 Did Roberto comply with the store’s policy and procedures manual regarding her being out of
uniform when reporting for work the next day?
Answer:
Attempt 01 ? Attempt 02 ? Attempt 03 ?
ST9
According to the store’s policies and procedures manual Roberta is responsible for acting

promptly on instructions and information, and follow procedure is relevant to workplace

activities. Did she do this?
Answer:
Attempt 01 ? Attempt 02 ?
Attempt 03 ?
ST10
Did the manager display appropriate behaviours in line with your organisational code of

conduct? Why or why not?
Answer:
Attempt 01 ? Attempt 02 ?
Attempt 03 ?
ST11
Did Roberta use initiative to contribute to an effective and efficient workplace environment?

How or how not?
Answer:
Attempt 01 ? Attempt 02 ?
Attempt 03 ?
Feedback to participant on the assessment
The participant’s 1st attempt was deemed: ? Satisfactory
? Not Satisfactory
The participant’s 2nd attempt was deemed: ? Satisfactory
? Not Satisfactory
The participant’s 3rd attempt was deemed: ? Satisfactory
? Not Satisfactory
Assessment 3
RETAIL INNOVATION TOOL (RIT)
Instructions for participant
After working through your WorkBook, answer all the following questions below based on the information within your Workbook and the class discussions, as part of your assessment process. These are to be answered by yourself in class, however, you may consult your notes during the assessment. If you don’t understand the question or you are unclear as to what is to be done you may ask for clarification from your facilitator.
All the following questions assume that you are a retail sales associate.
Use a separate A4 sheet to supply your answers if there is not enough space in your assessment booklet and staple your answer sheet to this booklet. Ensure that each answer is labelled using the corresponding question number (eg RT1), so that there is no confusion as to what answer belongs to what question.
Appendix 2 - ‘HR Store Policies and Procedures’
You may also need to refer to the ‘Store Policies and Procedures’ – HR section and Customer Service sections.
[R]IT [T]ASK
Assessor Use
Only
No Assessments Satisfactory
Scenario
Read the case study below and answer the following questions.
You work for a suburban branch of Boxes N’ Stuff, which is a division of ‘Our Store’, a multiretailer that owns various retail outlets.
You have finished participating in the weekly store team meeting led by your new and very enthusiastic store manager. During the meeting one of the staff members brought up an ongoing problem that this particular branch has with one of its customers, Bert, a gentleman with an Acquired Brain Injury (ABI) living locally often visits the store and begins to ask about the various products your branch sells however, often talking about a multitude of other topics that have nothing to do with the products initially enquired about. He does buy items from time to time, but usually just chats.
Various staff have complained that his visits take up a lot of their time. They have spoken to Attempt 01 ? other retailers within the shopping centre and while it has been ascertained that he does visit
RT1 Attempt 02 ?
other stores it seems that he spends an unusual amount of time in your store. The other staff have assumed that this is partly because he lives alone and has no one else to talk to, but also Attempt 03 ? because he seems genuinely fascinated by the various products sold within the store.
In an effort to solve the problem as quickly as possible, your manager has instructed you and the other staff to simply demand that Burt leaves the store immediately the next time he comes into the store and approaches any of the staff members.
After the meeting, a number of the staff expressed their concern that because Burt has an ABI he may become aggressive or violent while other staff, including yourself, were simply concerned that this would hurt his feelings deeply. Not really knowing the new manager well and therefore not wanting to seem noncompliant most of the staff said nothing thinking that as she was the manager they needed to follow her orders without question.
You on the other hand were not so sure that by following the new manager’s instructions you might be opening yourself up to a possible discrimination claim of some description. In your spare time you have decided to investigate the legality of this situation by consulting a number
of sources of information that you feel might apply to this situation.
You have therefore decided to access and interpret the following documents to decide whether you should follow the new manager’s instructions without question.
• State and territory government boards and commissions for anti-discrimination and equal opportunity (locate this on the internet).
• The HR section of your store policy and procedures manual (appendix 2).
• The Customer Service section of your store policy and procedures manual (appendix 2).
Consult the documents above and explain below what your responsibilities as an employee of this organisation are and what are the responsibilities of your employer and the managers.
Answer:
Feedback to participant on the assessment
The participant’s 1st attempt was deemed: ? Satisfactory
? Not Satisfactory
The participant’s 2nd attempt was deemed: ? Satisfactory
? Not Satisfactory
The participant’s 3rd attempt was deemed: ? Satisfactory
? Not Satisfactory
Appendix 1 – Roberta’s Ordeal.
Read the following scenario and use it to answer the questions in the SAT section. The information has been presented in a table so the paragraphs can be numbered and referred to regarding the questions asked. The column on the right has also been provided so that you can jot down points, but only if you feel that it would be useful in summarising the paragraph to help you when answering the questions. Anything written in this column will not be read by the assessor or marked in any way.
Scenario Notes
1 Roberta Esposito, a single mom of a 10-year-old boy, and a casual sales associate for ‘Boxes N’ Stuff, was rostered on for Thursday however, was not able to attend her shift as her son had suddenly become ill. Normally she would drop him off at school and continue on to work, however he was very ill and she had no one to look after him.
2 She attempted to contact the store, but the only other staff member on for that day was too busy to answer the phone and Roberta finally gave up not knowing what else to do. Not having her manager’s mobile number and having no one to look after her son, Roberta simply did not show up for work, hoping that her manager would contact her and she would be able to explain the situation.
3 Unfortunately, unknown to Roberta, her manager had to attend another branch that day to cover for a manager who had experienced a sudden death in the family. The result was that the store was severely understaffed for the day and several customers had complained to head office. These complaints were of course relayed to the manager the next day who was unable to explain what had happened the following day.
This made the manager appear incompetent.
4 Finally finding a babysitter for her son Roberta was able to show up for her next shift on Friday morning, however was running late due to her son throwing up on her as she hugged him goodbye. She only had the one store top so she had to change into a plain shirt, which meant that she would be out of uniform for the day. When she entered the store, she was met by the manager who was livid and who proceeded to chastise her in front of the other staff as well as a few customers without first hearing her situation.
Her manager was so angry that she also made a racist comment about how immigrants were unreliable at the best of times, and if Roberta couldn’t look after her kid by herself, then she had no business holding a job.
5 Roberta was speechless as she needed the job and was a naturally timid person to begin with. All she could do was to stand there and cry, embarrassed and unable to defend herself.
6 After berating her for a good ten minutes the manager said that she was going to immediately start disciplinary procedures without any counselling process.
7 Not knowing what else to do Roberta telephoned the head office and spoke to the area manager. A mediation was held shortly after that and the store manager was counselled. Obviously, Roberta was too embarrassed to work at that branch but the store was able to find her another position in a branch that was not much farther away than the original store.

Appendix 2 – Store Operations Policies and Procedures (SOPP)
---END OF ASSESSMENT---