Level 3 Certificate in
Retail KnowledgeEvidence
(QCF) Logbook
Mandatory Units
Evidence LogbookQualification Recognition Number: ###/####/#
Qualification Recognition Number: 601/4165/7
Qualification Reference: L3CRK
QCF Assessment Principles
1.
Assessment Principles
1.1 Assessment decisions for competence based learning outcomes (e.g. those beginning with’ to be able
to’) must be made in a real work environment by an occupationally competent assessor. Any knowledge
evidence integral to these learning outcomes may be generated outside of the work environment but the
final assessment decision must be within the real work environment.
1.2 Assessment decisions for competence based Learning Outcomes must be made by an assessor
qualified to make assessment decisions.
1.3 Competence based assessment must include direct observation as the main source of evidence
1.4 Simulation may only be utilised as an assessment method for competence based Lo where this is
specified in the assessment requirements of the unit’.
1.5 Expert witnesses can be used for direct observation where: they have occupational expertise for
specialist areas or the observation is of a particularly sensitive nature. The use of expert witnesses should be
determined and agreed by the assessor.
1.6 Assessment of knowledge based Learning Outcomes (e.g. those beginning with ‘know’ or ‘understand’)
may take place in or outside of a real work environment.
1.7 Assessment decisions for knowledge based Learning Outcomes must be made by an occupationally
knowledgeable assessor.
1.8 Assessment decisions for knowledge based Learning Outcomes must be made by an assessor qualified
to make assessment decisions. Where assessment is electronic or undertaken according to a set grid, the
assessment decisions are made by the person who has set the answers.
2. Internal Quality Assurance
2.1 Internal quality assurance is key to ensuring that the assessment of evidence for units is of a consistent
and appropriate quality. Those carrying out internal quality assurance must be occupationally
knowledgeable in the area they are assuring and be qualified to make quality assurance decisions.
3. Definitions
3.1 Occupationally competent:
This means that each assessor must be capable of carrying out the full requirements within the competency
units they are assessing. Being occupationally competent means they are also occupationally
knowledgeable. This occupational competence should be maintained annually through clearly
demonstrable continuing learning and professional development.
3.2 Occupationally knowledgeable:
This means that each assessor should possess relevant knowledge and understanding, and be able to
assess this in units designed to test specific knowledge and understanding, or in units where knowledge
and understanding are components of competency. This occupational knowledge should be maintained
annually through clearly demonstrable continuing learning and professional development.
© Future (Awards and Qualifications) Ltd 2013
Level 3 Certificate in Retail Knowledge (QCF)
(601/4165/7) Evidence Log Book | 2
3.3 Qualified to make assessment decisions:
This means that each assessor must hold a qualification suitable to support the making of appropriate and
consistent assessment decisions. Awarding Organisations will determine what will qualify those making
assessment decisions according to the unit of competence under assessment. In any case of significant
uncertainty the SSCs will be consulted.
3.4 Qualified to make quality assurance decisions:
Awarding Organisations will determine what will qualify those undertaking internal quality assurance to
make decisions about that quality assurance.
3.5 Expert witness:
An expert witness must:
 have a working knowledge of the QCF units on which their expertise is based
 be occupationally competent in their area of expertise .
 have EITHER any qualification in assessment of workplace performance OR a professional work role
which involves evaluating the everyday practice of staff.
Evidence Requirements for Level 3 Certificate in Retail Knowledge (QCF)
You must meet all the learning outcomes and assessment criteria identified in each unit to achieve the full
unit. Evidence should be developed of a period of time and used diverse assessment methods.
How your evidence is checked
After your Assessor has assessed your work, another member of staff - the Internal Quality Assurer - will
review it. An External Quality Assurer from Future (Awards and Qualifications) will visit your assessment
centre.
How you get your certificate
Once you’ve built up your portfolio of evidence and your Assessor will sign of your unit declaration and
present your portfolio to the Internal Quality Assurer. Once the portfolio has passed the internal quality
assurance process, they can claim your certificate.
© Future (Awards and Qualifications) Ltd 2013
Level 3 Certificate in Retail Knowledge (QCF)
(601/4165/7) Evidence Log Book | 3
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© Future (Awards and Qualifications) Ltd 2013
Level 3 Certificate in Retail Knowledge (QCF)
(601/4165/7) Evidence Log Book | 4
Unit Title: Understanding customer service in the retail sector
URN: K/502/5803
Credit Value: 2
Level: 3
Assessment Method
Evidence Ref.
Page number,
Method
Assessor Decision
Sign and Date
You must be able to:
1 Understand the effect of customer service on retail business
1.1 Explain the importance of
customer loyalty to a retail
business
1.2 Explain the relationship
between standards of
customer service and
customer loyalty
2 Understand how retail businesses ensure customer service standards are met
2.1 Explain how a team’s work
needs to be organised so as
to ensure that customer
service standards can be
consistently met
2.2 Describe common
contingencies which can
affect a team’s ability to meet
customer service standards,
and explain how the effects of
these contingencies can be
minimised
3 Understand how customer complaints are resolved in a retail business
3.1 Describe the procedures
used by retail businesses for
resolving a variety of
complaints, including how the
customer is kept informed of
progress
3.2 Describe techniques for
negotiating with customers to
reach a solution acceptable to
both parties
3.3 Explain how resolving
complaints can turn the
customer’s dissatisfaction into
delight
© Future (Awards and Qualifications) Ltd 2013
Level 3 Certificate in Retail Knowledge (QCF)
(601/4165/7) Evidence Log Book | 5
Assessment Method
Evidence Ref.
Assessor Decision
4 Understand how customer service is monitored in a retail business
4.1 Explain why it is important
to monitor the delivery and
effectiveness of customer
service in a retail business
4.2 Describe the main
methods which are used to
monitor customer service in
retail businesses
4.3Explain the techniques
used by line managers to
monitor the customer service
delivered by themselves and
their teams
Learner declaration of authenticity:
I declare that the work presented for this unit is entirely my own work.
Learner signature:
Date:
Assessor sign off of completed unit:
I confirm that the learner has met the requirements for all assessment criteria demonstrating
knowledge and skills for this unit.
Assessor name:
Signature:
© Future (Awards and Qualifications) Ltd 2013
Date:
Level 3 Certificate in Retail Knowledge (QCF)
(601/4165/7) Evidence Log Book | 6
Unit Title: Understanding the management of risks to health and safety on the premises of
a retail business
URN: F/502/5824
Credit Value: 2
Level: 3
Assessment Method
Evidence Ref.
Page number,
Method
Assessor Decision
Sign and Date
You must be able to:
1 Understand the health and safety responsibilities of employees and employers
1.1 Explain the role and
responsibilities of nominated
health and safety
representatives in risk
prevention and management
under relevant health and
safety legislation
1.2 Explain the role and
responsibilities of nominated
health and safety
representatives in relation to
substances hazardous to
health
1.3 Explain the employer’s
responsibilities for providing
clearly defined health and
safety procedures
2 Understand the management of potential risks to health and safety on the premises of a retail business
2.1 Describe the main
methods of monitoring and
preventing the risks to health
and safety in the workplace
2.2 Explain the purpose of risk
assessment and describe the
key stages in the risk
assessment process
2.3 Explain the importance of
briefing and training staff on
health and safety issues
2.4 Explain the main methods
of briefing and training staff
on health and safety issues
© Future (Awards and Qualifications) Ltd 2013
Level 3 Certificate in Retail Knowledge (QCF)
(601/4165/7) Evidence Log Book | 7
Assessment Method
Evidence Ref.
Assessor Decision
3 Understand the management of emergency procedures on the premises of a retail business
3.1 Explain why it is essential
to have effective policies and
procedures for managing
emergencies such as bomb
threats and fire
3.2 Describe methods for
training staff to respond to
emergency situations
4 Understand the management of accidents in the retail environment
4.1 Describe the types of
accidents which typically occur
on the premises of a retail
business to people such as
visitors, customers or staff
4.2 Describe the
arrangements which should
be in place for dealing with
accidents in the workplace
4.3 State the legal
requirements for recording
accidents including the
essential contents of an
accident report
Learner declaration of authenticity:
I declare that the work presented for this unit is entirely my own work.
Learner signature:
Date:
Assessor sign off of completed unit:
I confirm that the learner has met the requirements for all assessment criteria demonstrating
knowledge and skills for this unit.
Assessor name:
Signature:
© Future (Awards and Qualifications) Ltd 2013
Date:
Level 3 Certificate in Retail Knowledge (QCF)
(601/4165/7) Evidence Log Book | 8
Unit Title: Understanding the retail selling process
URN: F/502/5807
Credit Value: 2
Level: 3
Assessment Method
Evidence Ref.
Page number,
Method
Assessor Decision
Sign and Date
You must be able to:
1 Understand how communication techniques can be used to help the customer choose products
1.1 Explain how
communication techniques
can be used to match product
features and benefits to
complex customer needs
1.2 Explain how
communication techniques
can be used to narrow the
choice of products to those
best suited to the customer’s
needs
2 Understand the benefits and maintenance of product knowledge
2.1 Explain the benefits of
maintaining comprehensive
and accurate product
information
2.2 Explain the salesperson’s
legal responsibilities for giving
product information and
describe the legal
consequences of failing to
comply with the law
2.3 Describe how to ensure
that staff have the training
and information they need to
develop and maintain their
product knowledge
3 Understand legislation relating to selling in the retail environment
3.1 Describe the purpose of
the main legislation relating to
retail sales
3.2 Explain the impact of
legislation relating to sales on
retail business
© Future (Awards and Qualifications) Ltd 2013
Level 3 Certificate in Retail Knowledge (QCF)
(601/4165/7) Evidence Log Book | 9
Assessment Method
Evidence Ref.
Assessor Decision
3.3 Explain the rights and
protection the key legislation
relating to sales gives
customers
4 Understand techniques for maximising sales
4.1 Explain the ways in which
staff can maximise sales
opportunities
4.2 Explain how effective
leadership methods can be
used to maximise sales
4.3 Evaluate the effectiveness
of techniques used by specific
retail businesses to maximise
sales
4.4 Explain how effective
target setting helps to
maximise sales
Learner declaration of authenticity:
I declare that the work presented for this unit is entirely my own work.
Learner signature:
Date:
Assessor sign off of completed unit:
I confirm that the learner has met the requirements for all assessment criteria demonstrating
knowledge and skills for this unit.
Assessor name:
Signature:
© Future (Awards and Qualifications) Ltd 2013
Date:
Level 3 Certificate in Retail Knowledge (QCF)
(601/4165/7) Evidence Log Book | 10
Unit Title: Understanding the development of personal and team effectiveness in a retail
business
URN: A/502/5787
Credit Value: 4
Level: 3
Assessment Method
Evidence Ref.
Page number,
Method
Assessor Decision
Sign and Date
You must be able to:
1 Understand the recruitment process
1.1 Describe the key stages in
the recruitment process
1.2 Describe the sources of
information typically used to
support recruitment decisions
and explain their relevance to
the recruitment process
1.3 State the legal
requirements relating to the
recruitment process
2 Understand how individuals and teams are developed within a retail business
2.1 Explain how to evaluate
the performance of individuals
and teams in retail business
2.2 Explain how to identify the
development needs of
individuals and teams
2.3 Describe a range of
development activities and
approaches and explain how
they suit differing learning
needs, personal aspirations
and business goals
3 Understand effective communication within retail teams in retail business
3.1 Evaluate the suitability of a
variety of communication
methods and styles for a
range of situations typically
faced by retail teams
© Future (Awards and Qualifications) Ltd 2013
Level 3 Certificate in Retail Knowledge (QCF)
(601/4165/7) Evidence Log Book | 11
Assessment Method
Evidence Ref.
Assessor Decision
3.2 Describe how to use
communications skills to:
• build relationships within a
retail team
• give and receive constructive
criticism and feedback
• listen to and show
understanding of the feelings
and views of other team
members
4 Understand how conflict is resolved within teams in retail business
4.1 Describe the types of
situation which typically give
rise to conflict within retail
teams
4.2 describe techniques for
resolving conflict within retail
teams and explain why these
work
5 Understand the link between improved personal performance and improved business performance
5.1 Explain methods for
identifying own training and
development needs and the
resources available for
addressing those needs
5.2 Evaluate how personal
development plans can
improve the performance of
the individual and the retail
business
6 Understand how to review the personal performance of retail team members
6.1 Describe how to set
objectives for individuals and
teams
6.2 Explain methods for
measuring and evaluating the
performance of individuals
and teams against objectives
6.3 Explain how to give
feedback to individuals and
teams on their performance
against objectives
7 Understand the general principles of employment law
7.1 Describe who is
responsible for determining
employment legislation
© Future (Awards and Qualifications) Ltd 2013
Level 3 Certificate in Retail Knowledge (QCF)
(601/4165/7) Evidence Log Book | 12
Assessment Method
Evidence Ref.
Assessor Decision
7.2 Explain how employment
legislation benefits the retail
industry as a whole, individual
retail businesses and
individual employees
7.3 State the main provisions
of current employment statues
in relation to both employers
and employees
7.4 Describe how businesses
may be penalised for not
complying with employment
laws
7.5 Describe the main internal
and external sources of
information which can be
used to help decide whether
employment law has been
breached
7.6 Explain how individuals
can be protected and
prosecuted under equality
and diversity legislation and
anti-discrimination practice
Learner declaration of authenticity:
I declare that the work presented for this unit is entirely my own work.
Learner signature:
Date:
Assessor sign off of completed unit:
I confirm that the learner has met the requirements for all assessment criteria demonstrating
knowledge and skills for this unit.
Assessor name:
Signature:
© Future (Awards and Qualifications) Ltd 2013
Date:
Level 3 Certificate in Retail Knowledge (QCF)
(601/4165/7) Evidence Log Book | 13
Level 3 Certificate in Retail Knowledge (QCF)
Summary of Achievement
Learner Name
Future™ Learner Number
Centre Name
Centre Number
Unit Number
K/502/5803
F/502/5824
F/502/5807
A/502/5787
Unit Title
Understanding customer
service in the retail sector
Understanding the
management of risks to health
and safety on the premises of
a retail business
Understanding the retail
selling process
Understanding the
development of personal and
team effectiveness in a retail
business
Credits
Date Verified
Learner Signature
Assessor Signature
IQA Signature
EQA Signature
2
2
2
4
Competence has been demonstrated in all the units recorded above using the required assessment procedures and the specified conditions/contexts. The evidence
meets the requirements for validity, authenticity, currency, reliability and sufficiency.
Internal Quality Assurer Signature
© Future (Awards and Qualifications) Ltd 2013
Date
Level 3 Certificate in Retail Knowledge (QCF)(601/4165/7) Evidence Log Book | 14
Level 3 Certificate in Retail Knowledge (QCF)
Summary of Achievement – Optional Units
*Must not be used alone – this sheet must be attached to a Mandatory Unit Summary of Achievement*
Learner Name
Future™ Learner Number
Centre Name
Centre Number
Unit Number
Unit Title
Credits
Date Verified
Learner Signature
Assessor Signature
IQA Signature
EQA Signature
Competence has been demonstrated in all the units recorded above using the required assessment procedures and the specified conditions/contexts. The evidence
meets the requirements for validity, authenticity, currency, reliability and sufficiency.
Internal Quality Assurer Signature
© Future (Awards and Qualifications) Ltd 2013
Date
Level 3 Certificate in Retail Knowledge (QCF)(601/4165/7) Evidence Log Book | 15
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© Future (Awards and Qualifications) Ltd 2013
Level 3 Certificate in Retail Knowledge (QCF)(601/4165/7) Evidence Log Book | 16
© Future (Awards and Qualifications) Ltd 2013
Level 3 NVQ Diploma in Sales (QCF)
(###/####/#) Evidence Log Book | 17