Retail O'level

The study area SEC Retail is informed by the National Curriculum Framework (NCF).

Unit 1: Introduction to Retail, Sales and Customer Care

Retailing is the interface with the ultimate customer within a supply chain, through the selling of goods and services to customers. Retailers break bulk stock to sell to individual customers, and continue to offer support after a sale. Their close position to the customer, provides an opportunity for a better understanding of market dynamics. This information may be relayed upstream within the supply chain, so as to develop products that better serve customer needs. 

In this unit, candidates will be provided with an introduction to the retail sector with specific reference to the Maltese context, including particular retail channels, roles and duties. They will also be provided with the opportunity to delve into the selling process and aspects of customer service, which are essential skills for personnel working in this sector. 

Candidates will also be exposed to good teamwork practices in retail. Lastly the unit will provide an outlook of the main entities, legislation and regulations governing retail operations and consumer rights in Malta.

Unit 2: Dealing with stock and visual merchandising

Retailers need to maintain appropriate levels of stock to satisfy customer demand. Stock is to be displayed attractively so as to offer a lasting customer retail experience and entice customers to purchase. Retailers work on retaining customers and portraying a positive image so as to attain a return on their investment. 

This unit will introduce candidates to the knowledge and understanding of how to handle stock at the various retail process activities. Candidates are to become aware of how to maintain appropriate stock levels within a retail business. Candidates will be introduced to the basics of consumer behaviour and visual merchandising. 

Unit 3: Key aspects of retail operations

Retailers need to assure safe and secure working practices. They set company procedures for the handling of incoming sales and continual support to customers. Customer payments and the provision of payment terms form part of the service provision within a retail environment. 

This unit will introduce candidates to the awareness and knowledge of the importance of secure and safe working practices. Candidates will be exposed to the importance of following company procedures when handling sales, customer payments, and the continual support to customers. Candidates will be introduced to various payment terms being provided to customers that would facilitate sales income.

At the end of the programme, the student will be able to: 

• Demonstrate an understanding of the retail sector and the range of retail occupations
• Outline the retail selling process
• Recognise the importance of teamwork in retail
• Demonstrate good customer service in a retail environment
• Demonstrate an understanding of the key elements related to consumer rights in Malta
• Describe the basic elements related to the receipt of goods
• Apply practices of goods storage and stock level maintenance
• Demonstrate an understanding of the basics of consumer behaviour
• Apply the concepts of visual merchandising
• Demonstrate housekeeping and safety practices when working in retail
• Recognise threats to security in retail and related mitigation measures
• Apply good practices in handling cash and processing customer payments
• Demonstrate an understanding of the basic financial terms and processes used in the retail business