Retail Skills: An Introduction
Access 2
Outcomes
1. Identify the use of equipment commonly
associated with a retail environment.
2. Perform allocated tasks in a retail
environment while supervised.
Outcomes 1 and 2

You will learn the names of items of
retail equipment, what they are used for
and how to look after them.

You will get the chance to practice
working in a retail setting.
Shop visits

You and your class will get the chance to visit retail
shops to see the different types of retail equipment
being used.

You must complete a log each time you visit. This
can be found at the end of the workbook.

After each visit talk to your partner and discuss
how you think it went.
Background information

You will learn what’s like to work in a retail outlet
(shop).

Your teacher/tutor will work through this PowerPoint
show. They will then ask you to work through the
Student Workbook to complete the tasks.

When you have completed each task, ask your
teacher/tutor to check it.
More information

When you see this icon
you are ready to do a task.
, it means
Your responsibilities

You will be responsible for your own
work.

You must always check your work for
errors.

You will also be responsible for marking
the work of your classmates.
The way you work

There will be a high level of help from the
teacher/tutor.

As you progress, you will take ownership
of your own work and ensure the quality
of your work is good.
What will you learn?
You will learn how to:

store stock
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hygienically handle stock
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help customers
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handle money
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look after your own and others’ health and safety.
What is retail?

Retail is all about selling items to people.

This unit will teach you how to work in a
retail outlet or shop.
Stock

This what is sold to customers.

Shops need to make sure they have enough
stock in the warehouse or storeroom.
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Shops won’t keep too much stock as it could
go out of date.
Warehouse/stock room

Spare stock is kept in the warehouse or stock room.

Stock should always be stored safely.

Items shouldn’t be stored too high up. Heavy items
should be stored at floor level.

Stock should be kept at the correct
temperature.
Customer

A customer is a person who buys the
stock.
Retail equipment is split into the
following categories:
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stock storage equipment
stock handling equipment
stock replenishing equipment
stock display/shelving equipment
stock wrapping material
product location equipment.
Now do Tasks 1–5.
Stock storage equipment
You will find out about the different
types of equipment used to store stock
in the warehouse or stock room:


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shelving units
fridges
freezers.
Shelving units

These are used to store items of stock in
the warehouse, eg tins of beans, cereal,
bottled water, etc.

You clean them by washing them with a
damp cloth and maintain them by
tightening bolts when they loosen.
Fridges

A fridge is used to store chilled items in
the warehouse or stock room.

You clean it by emptying it and cleaning
the inside with a damp cloth.
Freezers

Freezers are used to store frozen items
in the warehouse.

You clean it by emptying it, defrosting it
and cleaning it with a damp cloth.
Now do Task 6.
Stock handling equipment
You will now learn about some of the items
used to handle cold meats, cheeses,
Sweets, etc:


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food tongs
food scoops
disposable gloves.
Food tongs

These are a grasping item used to pick
up food items.

After use, you clean them in hot soapy
water.
Scoop

This item is used to scoop up food items,
eg salad, spiced onions or sweets.

You clean the scoop in hot soapy water.
Disposable gloves

These are used by shop assistants to pick up
food items, eg cold meat, cheese, raw meats,
etc.

They stop germs passing from the hands of
the shop assistant onto the food.

Put them in the bin after use.
Now do Task 7.
Stock replenishing equipment

Stock on the shop floor must never run out.

The word replenish means to put stock on the
shelves.

If there is no stock on the shelves then customers
will shop elsewhere.

You will need to use equipment to replenish the
shelves.
Stock replenishing equipment:
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kickstool
pallet truck
wooden pallet
electric pallet truck
flatbed trolley
roll cage
mobile safety steps
handy steps.
Kickstool

A stool with small wheels used in shops,
etc to reach high shelves.

The wheels stop working when
someone stands on it.

Clean the kickstool with a damp cloth.
Pallet truck

The hand pallet truck is an excellent
means for carrying or lifting heavy loads
on pallets.

It is used in warehouses and on the shop
floor when the shop is closed.

Always keep clean and well oiled.
Wooden pallet
A wooden pallet is a flat piece of wood
that supports stock in a stable fashion
while it is lifted by a pallet truck.
Electric pallet truck

Electric pallet trucks are motorised to
allow lifting and moving of stacked
pallets.

They generally contain a platform for
the user to stand on while hauling
pallets around a warehouse or
loading/unloading trucks.
Flatbed trolley

Useful for moving small amounts of stock
around the warehouse or shop floor.

The flatbed trolley should always be kept
clean.

You should use a damp cloth to clean any
spillages.
Roll cages

Stored in the warehouse.

Useful when moving large amounts of small
stock from warehouse or stock room to the
shop floor.

Clean all spillages with a damp cloth.
Mobile safety steps

Can reach stock on high shelves.

They can be moved around the warehouse.

Clean any spillages with a damp cloth.

Be careful when using them!
Handy steps
• These are used to reach stock on shelves.
• Make sure the steps are always clean.
• Use a damp cloth to clean any spillages on
the steps.
Now do Tasks 8 and 9.
Stock display equipment

Used to show customers what stock is
available.

Designed to persuade customers to buy
stock from the shop.
Stock display equipment:
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mannequins
display clothing rails
display counters
shelves
freezers
chill cabinets.
Mannequins

Used in clothing shops to display
clothing, eg jackets, sweatshirts, etc.

Mannequins should be cleaned using
soapy water and a cloth.
Display clothing rails

Used by clothes shops to display their
stock, eg T-shirts, jumpers, etc.

Clothing rails should be cleaned on a
regular basis using a cloth and soapy
water.
Display counters

Used to display stock.

Display counters can be used to display
jewellery, aftershave, perfume or food
products.

They must be kept clean using a damp
cloth and glass cleaner.
Shelves

Used by shops to display their stock, eg
tins of soup, coffee, bottled water, etc.

Shelving must always be kept clean.

Use soapy water and a cloth to clean the
shelves.
Freezers

Used to display frozen items such as ice
cubes, ice-cream, frozen chips, etc.
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Defrost every few weeks and clean with
a damp cloth.
Chill cabinets

Used to store milk, cream, yoghurts,
butter, etc .
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Chill cabinets are also called fridges.

Clean the chill cabinet with a
damp cloth.
Now do Tasks 10 and 11.
Stock wrapping material
You will now find out about the different types of wrapping
material used by retail outlets:
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bubble wrap
boxes
cardboard tubes
plastic bags
paper bags
reusable bags.
Bubble wrap
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This is a sheet of plastic with air bubbles
in it that is used as a packing material.

Used to wrap stock that could break
easily, eg cups, saucers, glasses or
vases.
Boxes

Some bakers use boxes to wrap rolls or
cakes.

A supply of these would be kept at the
checkout.
Cardboard tubes
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Shops use tubes to wrap posters or
pictures.

A supply of these would be kept at the
checkout.

They are good for the environment as
they can be recycled.
Plastic bags

These allow customers to carry home their shopping.
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Many shops now charge for their use.
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Can be reused but start to break after a few uses. Not
good for the environment as they cannot be recycled.
Paper bags

Some shops use paper bags to wrap stock, eg
birthday cards, cakes, rolls, etc.
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They are normally kept beside the checkout or till.

They are good for the environment as they can be
recycled.
Reusable shopping bag

A reusable shopping bag, sometimes called a bag
for life, is a type of shopping bag that can be reused
several times.

This is an alternative to single-use paper or plastic
bags.

They are good for environment as they get reused
time and time again.
Now do Tasks 12 and 13.
Product location signs
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Used by supermarkets and shops to
direct customers to items.
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Often found above aisles.
Product location information:
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fruit and veg
meat and fish
chilled
frozen
drinks
tinned items
bakery
health and beauty.
Other signs:
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customer service desk
point of sale (checkouts)
sale signs.
Now do Task 14.
Customer service

Good customer service is all about
bringing customers back.
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It is about sending them away happy –
happy enough to pass positive feedback
about your business along to their
friends.
Helping customers – role play

One of you is going to pretend to be a
customer.

Two of you are going to pretend to be shop
assistants.
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Good luck!
Role play
•
Assistant: Hello and welcome to Scotts.
Is there something I can help you with
today?
•
Customer: Sure, I’m looking for some
chocolates for my wife. She’s not feeling
too great.
Role play

Assistant : I’d be glad to help you make
your wife feel better. My name is ‘your
name’.

Assistant : Mary Smith runs the
confectionary department. If you’ll walk this
way, I’ll show you where it is.
Role play
•
Assistant: Mary, this customer is trying to
cheer his wife up with some chocolates.
Do you think you could help him find
something nice?
•
Mary: Not a problem, this way sir.
•
Customer: Okay, thank you!
Cash till

A till is an electronic device for recording
sales. It has a cash drawer for storing
cash.

The till also prints a receipt for the
customer.
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Normally found in small shops.
Supermarket checkout

A checkout is an electronic device for recording
sales. It has a cash drawer for storing cash.

It has a scanner which reads the barcode.
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The checkout also prints a receipt for the customer.
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Normally found in supermarkets.
Self-checkout

Self-checkout machines allow you to scan your own
items.
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They have a scanner which reads the barcode.
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The checkout also prints a receipt for the customer.

Normally found in supermarkets.
Cash till – try it for yourself

Your teacher/tutor will show you how to
use the till.

You will try to work out how much the
customer owes the shop for the items
they bought.
Now do Task 15.
Manual handling
In the retail industry you may need to do the following
tasks:
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packing and unpacking stock
stacking shelves
taking boxes on and off pallets
hanging up clothing on racks
moving roll cages
moving trolleys and pallet trucks
cleaning floors and shelves.
Lifting items
The correct way to lift items
Warning!!!

Back injuries are one of the most
serious types of strain.

Too much strain on your back can lead
to long-term damage.
Peer assessment

Try and lift the item on your own,
copying what your teacher/tutor showed
you.

Your classmates will complete a peer
assessment form and they will give you
feedback afterwards.
Now do Task 16.
Accidents

An accident is an unplanned event that
results in an injury, or could have
resulted in an injury, or results in
damage to equipment or property.
What do you do if an accident
happens?

Quickly call for a trained first aider.

If needed, phone for the police, fire
service or ambulance.

Complete an accident report form.
What is an accident report form?

Anyone can complete an accident report form.

All the facts are recorded before details are
forgotten.

Can help reduce risk of accident happening
again.
Now do Task 17.