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2014 Notes from the Marking Centre – Retail Services

Introduction

This document has been produced for the teachers and candidates of the Stage 6 Retail Services course. It contains comments on candidate responses to the 2014 Higher School Certificate examination, highlighting their strengths in particular parts of the examination and indicating where candidates need to improve.

This document should be read along with:

Section II

Candidates showed strength in these areas:

  • identifying a characteristic of a salesperson delivering quality customer service (Q.16)
  • explaining how quality customer service can benefit retailers (Q.16 (a) (ii))
  • describing how teamwork can help deliver quality customer service (Q.16 (b))
  • identifying hazards and risks (Q.17 (a))
  • explaining procedures for cleaning up spills (Q.17 (b))
  • explaining how counting stock can be used to minimise loss (Q.18 (a))
  • knowing about overt and covert security measures (Q.18 (b)).

Candidates need to improve in these areas:

  • understanding organisational costs (Q.17 (c))
  • understanding workplace awards and Australian consumer law (Q.19)
  • understanding how e-retailing affects the delivery of service (Q.20)
  • supporting answers with relevant retail examples and work practices
  • using retail industry terminology.

Section III

Question 21

Candidates showed strength in these areas:

  • demonstrating understanding of harassment in the retail services workplace
  • identifying strategies used by employers to deal with harassment.

Candidates need to improve in these areas:

  • providing issues and points for/against each strategy
  • using correct retail industry terminology
  • supporting their answer with relevant workplace examples.

Section IV

Candidates showed strength in these areas:

  • outlining strategies that an employee could use to source information (Q.22 (a)), develop food product knowledge (Q.23 (a)) and match knowledge of non-scheduled pharmacy products to customers’ requests (Q.24 (a)).

Candidates need to improve in these areas:

  • recommending product, service and workplace knowledge that would help to advise customers in a general retail and food retail environment (Q.22 (b) and Q.23 (b))
  • understanding how legal and ethical issues affect the advice that a pharmacy worker can give (Q.24 (b))
  • using relevant workplace examples.
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