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5. 2011 HSC Notes from the Marking Centre — Retail Services

2011 HSC Notes from the Marking Centre – Retail Services

Contents

• Introduction
• Section II
• Section III
• Section IV

Introduction

This document has been produced for the teachers and candidates of the Stage 6 course in Retail Services. It contains comments on candidate responses to the 2011 Higher School Certificate examination, indicating the quality of the responses and highlighting their relative strengths and weaknesses.

This document should be read along with the relevant syllabus, the 2011 Higher School Certificate examination, the marking guidelines and other support documents developed by the Board of Studies to assist in the teaching and learning of Retail Services.

General comments

Teachers and candidates should be aware that examiners may ask questions that address the syllabus content in a manner that requires candidates to respond by integrating their knowledge, understanding and skills developed through studying the course.

Candidates need to be aware that the marks allocated to the question and the answer space (where this is provided on the examination paper) are guides to the length of the required response. A longer response will not in itself lead to higher marks. Writing far beyond the indicated space may reduce the time available for answering other questions.

Candidates need to be familiar with the Board’s Glossary of Key Words, which contains some terms commonly used in examination questions. However, candidates should also be aware that not all questions will start with or contain one of the key words from the glossary. Questions such as ‘how?’, ‘why?’ or ‘to what extent?’ may be asked, or verbs may be used that are not included in the glossary, such as ‘design’, ‘translate’ or ‘list’.

Most candidates demonstrated an understanding of retail concepts appropriate for HSC candidates. They communicated their ideas and information using appropriate retail examples and retail terminology.

Candidates are reminded that a Board of Studies approved calculator is required for the examination.

Candidates are also reminded that in answering Section IV they should select the correct elective stream that they have studied during their course.

Section II

Question 16

1. In better responses, candidates clearly outlined one strategy a retailer can use to respect cultural differences and showed a good understanding of how workplace diversity can be achieved. In weaker responses, candidates could only identify a strategy to respect cultural differences and showed limited understanding of workplace diversity.
   
   
2. In better responses, candidates provided features and characteristics of techniques a sales assistant can use at the point of sale (POS) to communicate with customers when a language barrier exists. Language barriers could include both cultural and physical barriers to communication. In weaker responses, candidates tended to outline one technique or list a few techniques. Not all examples related specifically to the POS and some responses showed limited understanding of a technique.

Question 17

Many candidates made errors in calculating the weekly wage in part (c) and did not add the $8 penalty rate. Others incorrectly calculated total working hours in part (a) because they forgot to deduct meal breaks from the total hours. Candidates should use a Board of Studies approved calculator and show all working out when required.

In better responses, candidates demonstrated competence in mathematical calculations by correctly calculating the total hours, overtime payment and weekly wage. They also correctly identified two legal entitlements of full-time employees.

In mid-range responses, candidates completed one or two calculations correctly and identified one or two legal entitlements.

In weaker responses, candidates completed one calculation correctly and identified one or two legal entitlements.

Question 18

1. In better responses, candidates explained how each of the three types of equipment is used when processing incoming stock and provided retail industry examples.
   
   In mid-range responses, candidates explained how one or two types of equipment are used when processing incoming stock and provided retail industry examples.
   
   
2. In better responses, candidates recognised the differences between a manual and an electronic stock control system.
   
   In average responses, candidates defined one stock control system.
   
   
3. In better responses, candidates outlined at least two benefits of using an electronic stock control system.
   
   In mid-range responses, candidates outlined one benefit of using an electronic stock control system.

Question 19

1. In better responses, candidates correctly identified one type of service complaint.

In weaker responses, candidates identified other types of complaints, such as product or price complaints.


2. In better responses, candidates discussed a number of actions a sales assistant could take in response to a customer returning a faulty product by providing points for and/or against actions and using retail terminology.
   
   In mid-range responses, candidates described some actions and may have included reasons.
   
   In weaker responses, candidates made general statements about returning faulty products or listed one or two actions.

Question 20

Most candidates showed a good understanding of workplace injuries and how they can be prevented.

In better responses, candidates described a range of workplace measures that can be taken to reduce workplace injuries at the POS. They clearly provided characteristics and features of each measure and used correct retail terminology.

In mid-range responses, candidates described some workplace measures and provided features or examples of each.

In weaker responses, candidates listed some workplace measures or made general statements about safety in the workplace.

Question 21

This question had two parts. Both parts related to transactions at the POS and both were generally well answered.

1. In better responses, candidates clearly explained one non-cash transaction procedure at the POS. They demonstrated a clear understanding of procedures and used appropriate retail terminology.
   
   In weaker responses, candidates identified one non-cash transaction at the POS.
   
   
2. In better responses, candidates clearly explained how EFTPOS transactions can lead to delays at the POS.
   
   In weaker responses, candidates identified a reason for delays at the POS and used limited retail terminology.

Section III

Candidates need to be mindful of the rubric at the beginning of Section III advising them of the criteria used to assess responses.

Question 22

In better responses, candidates identified and made a judgement on a wide range of security procedures that can be used to minimise theft in the retail environment. This information was communicated effectively by using appropriate retail examples and integrating correct retail industry terminology in a logical and cohesive response.

In mid-range responses, candidates provided characteristics and features of a range of security procedures that can be used to minimise theft in the retail environment. They communicated this information using appropriate retail examples.

In weaker responses, candidates outlined security procedures that can be used to minimise theft in the retail environment. These responses usually demonstrated limited communication skills and used little or no industry-specific terminology.

Section IV

Question 23 – General Selling

1. In better responses, candidates provided characteristics and features of a wide range of materials and props that can be used to create a display in the retail environment. For example, a window display could be made from materials and props such as mannequins, lighting and streamers.
   
   In average responses, candidates listed some general points relating to how materials or props can be used to create a display.
   
   
2. In better responses, candidates explained how a wide variety of special promotion areas could be used to maximise sales in the retail environment. Examples of special promotion areas included permanent promotion areas, temporary promotion areas, windows, shelves and wall fixtures. Candidates made reference to the reasons why the special promotion areas were used and made clear links to how these areas helped to maximise sales. In these responses, candidates used appropriate retail examples and integrated current industry terminology in a well-reasoned and cohesive response.
   
   In mid-range responses, candidates provided a limited explanation of how special promotion areas could be used to maximise sales in the retail environment. Some candidates provided a more detailed description of special promotion areas with a general statement about how these areas maximise sales. In these responses, candidates made some reference to retail examples and industry terminology.
   
   In weaker responses, candidates provided either lists or simple outlines of special promotion areas or special promotions used in retail stores and included little or no industry-specific terminology.

Question 24 – General Food Selling

1. In better responses, candidates provided characteristics and features of the types of labels and tickets that can be used in general food selling. Reference was made to features such as correct product information and pricing details. Relevant retail food selling examples were used.
   
   In average responses, candidates made general statements about labels and tickets with little reference to appropriate retail examples.
   
   
2. In better responses, candidates explained how a wide range of display techniques can be used to maximise sales in the retail food industry. Examples of display techniques included window displays, store layout, display fixtures and heated ovens. Furthermore, candidates linked how the display techniques were used to maximise sales for the retail store. They conveyed this effectively by using appropriate retail examples and integrating correct industry terminology in a well-reasoned and cohesive response.
   
   In mid-range responses, candidates described a range of display techniques used when selling food products. In these responses, candidates made some reference to retail examples and industry terminology.
   
   In weaker responses, candidates provided either lists or outlines of general display techniques and offered little or no industry-specific terminology.

Question 25 (a) and (b) – Wholesale

A small number of candidates attempted this question. In their responses, candidates made limited reference to the role of the supply chain or to the tasks and routines for successful planning in the wholesale industry.