COURSE DESCRIPTION

The Retailer Apprenticeship is for someone who works in a retail environment, dealing with customer requests, handling money, working with a team and building customer and stakeholder relationships. This apprenticeship is ideal for a candidate who wants to gain and improve their knowledge of working in the retail sector. 

ROLE PROFILE

The main purpose of a retailer is to assist customers when they purchase products and services, which requires a good understanding of the stock being sold, the variety of ways customers can shop and the ability to process payments, for example, using a till. Retailers must be passionate about delivering a quality service that always aims to exceed customers’ expectations. Therefore, retailers enjoy direct contact with a wide range of people and are motivated by completing a sale and knowing a customer is happy with their purchase.

They can work in a variety of shops and other retail establishments: small boutiques, large high street chains, supermarkets and well-known department stores are just some examples.

More specialist retailers include funeral services, garden centres, delicatessens and people who work in remote environments for example in telephone, on-line and mail order retail. Regardless of the type of products and services being sold, a wide representation of employers from across the retail industry have defined this standard and agreed that the knowledge, skills and behaviours that apprentices must have to do their job are the same.

HOW WILL I BE TRAINED?

• 12 Months of Training 
• In workplace Training Delivery 
• Online Training  via Teams Or Zoom  
• 1-2-1 Trainer Support
• Functional Skills Maths & English Support 

• Observation in Workplace
• EPA Project / Portfolio of Evidence
• Knowledge Test

KNOWLEDGE

K1: The customer profile of the business and customers’ purchasing habits.

K2: The business aims and objectives and how their work contributes to them.

K3: The principles of running a retail business to support the overall financial performance for example by aiming to exceed targeted sales and reduce wastage and returns.

K4: The make up of the local community and the requirements of customers within it.

K5: The business approach to sustainability and its carbon footprint such as approaches to product sourcing, waste reduction and recycling.

K6: Methods for communicating with customers, to support and increase sales, and encourage customer loyalty.

K7: The brands, products and services provided by the business including knowledge of the technical specification of a product and aftercare service.

K8: The importance of brand and business reputation and what can affect it.

K9: The use of visual and/or digital merchandising skills including the use of “hot spots” and the relationship this has with sales and use of space.

K10: How to maintain stock levels and the conditions they must be stored in to meet customer demand, sales opportunities, marketing activities and seasonal variations.

K11: How to operate IT and digital systems, and applications.

K12: How to support and influence the team and how all colleagues and teams work together to meet business objectives.

K13: Relevant regulatory and legislative requirements which impact on the retail sector such as the sale of bladed items, high fats, salt and sugar, safety requirements, and age restricted sales.

K14: Principles of equality, diversity and inclusion and the impact on the customer experience and business.

K15: The support requirements and/or coaching needs of their team.

K16: The business’s policy for exchange and refunds of products for in-store and/or on-line purchases.

SKILLS

S1: Communicate with customers to meet their requirements and encourage customer loyalty and repeat business.

S2: Serve customers in line with brand standards, legislation, business procedures and the values of the business.

S3: Provide a retail service that balances the customers’ needs with additional linked products and services.

S4: Use face to face or online sales techniques such as product and price comparisons to support or influence the customer in their purchasing decisions.

S5: Promote seasonal or local offers through in-store or online promotions.

S6: Identify situations that may damage business reputation in line with company policy and escalate as required.

S7: Maintain good merchandising to meet the needs of the business whilst ensuring safety.

S8: Maintain stock levels and storage conditions such as correct temperature, lighting, ventilation, packaging to meet customer demand and minimise stock loss.

S9: Use technology and applications to support sales and service ensuring that maintenance issues are reported.

S10: Support team and colleague development through buddying and/or coaching.

S11: Comply with regulations and legislation relevant to their role and business.

S12: Contribute to continuous improvement activities which focus on improving sustainability within the business.

S13: Handle complaints within remit or escalate as appropriate.

S14: Support sales across a range of promotional events throughout the calendar year.

BEHAVIOURS

B1: Acts in a professional manner with integrity and confidentiality.

B2: Acts as an ambassador for their business and brand.

B3: Seeks learning opportunities and continuous development.

B4: Has accountability and ownership of their tasks and workload.

B5: Works flexibly and adapts to circumstances.

B6: Acts in an open and approachable manner to build and maintain inclusive relationships with others.

Stephen Williams

Yuzu Trainer

After completing his degree in Communication Studies and gaining experience in management roles, educational settings, and leading coffee teams, Stephen joined us six years ago with the aim of inspiring others to grow and learn in ways that suit them best.

Benefits for the employer

• Skilled Workforce Development: Apprenticeships ensure that employees are trained to meet the specific needs of the business, leading to a more skilled and capable workforce that can effectively contribute to achieving business goals.

• Increased Employee Retention: Investing in apprenticeships can increase employee loyalty and retention. Apprentices are more likely to stay with the company longer, reducing turnover and the associated recruitment costs.

• Enhanced Productivity and Innovation: Apprentices bring fresh perspectives and up-to-date knowledge, which can lead to increased productivity and innovative solutions within the workplace.

• Improved Customer Service: With a focus on customer-centric training, apprenticeships ensure employees are well-equipped to meet and exceed customer expectations, leading to higher customer satisfaction and loyalty.

• Cost-Effective Talent Acquisition: Apprenticeships allow employers to train and mould employees from the ground up, often at a lower cost than hiring fully trained staff. This approach ensures that new hires align with the company’s values and operational standards.

Who is this apprenticeship for?

This apprenticeship is ideal for individuals looking to start or advance their careers in the retail and tourism sectors. It is suitable for those who are passionate about providing excellent customer service and are eager to develop a deep understanding of retail operations.

Role titles include: 

Employers are entitled to funding from the Government to help pay for Apprenticeship training. The cost of the apprenticeship is set by Government and the cost for the Customer Service Practitioner Apprenticeship is £4,000.

If you are an employer who pays the Apprenticeship Levy, the full cost of the programme can be paid through your Apprenticeship Levy.

If you are non-levy payer, the Government will pay 95% of the apprenticeship costs and you as the employer pay a 5% contribution of £200.00 at the start of the programme.

In some cases, funding via Levy Transfer can be arranged to cover the 5% contribution, if your learner is under the age of 22 you will no longer be required to contribute the 5% towards the cost of the apprenticeship.

For any questions or further information:

Email [email protected] or call 02380 170378