ICSE Class 9 Syllabus 2027 Cashier

ICSE YEAR 2027

INDIAN CERTIFICATE OF
SECONDARY EDUCATION
EXAMINATION

CASHIER
(74)

February 2025
____________________________________________________________________________________________

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aspirations.

CASHIER
(Subject Code: 74)

(Sector: Retail)

OVERVIEW
In retail business, a cashier is the person who scans the barcode on products that the customer
wants to purchase from the store through a cash register/POS. Then the cashier collects the
payment (in cash, cheque or credit/debit card), records the amount received, makes change, and
issues receipts to customers. The cashier may also record amounts received and prepare reports
of transactions, read and record totals shown on the cash register and verify against the cash on
hand.
OUTCOMES:
On completion of the course, students should be able to:
 identify the principal components of a computer system;
 demonstrate the basic skills of using a computer;
 demonstrate self-management skills;
 demonstrate the ability to provide self-analysis in context of entrepreneurial skills and
abilities;
 demonstrate the knowledge of the importance of green skills in meeting the challenges of
sustainable development and environment protection;
 handle service cash point/POS;
 follow point of sale procedures for age-restricted products;
 process customer orders for goods in retail;
 process part exchange sale transactions in retail;
 process payments from different modes in retail;
 process cash and credit transactions in retail operations;
 follow return and replacement policy;
 maintain health and safety in retail sector;
 work effectively in formal teams in retail operations;
 work effectively in retail organization;
 create a positive image of retail cashier and organization in the customer’s mind.

1

Class IX
There will be one written paper of two hours duration carrying 100 marks and Internal
Assessment of Practical of 100 marks.
COURSE STRUCTURE:
PART I: THEORY – 100 MARKS
Employability Skills – 30 Marks
Unit 1: Communication Skills – I
Unit 2: Self-management Skills – I
Unit 3: Basic Information and Communication Technology Skills – I
Unit 4: Entrepreneurial Skills – I
Unit 5: Green Skills – I
Vocational Skills – 70 Marks
Unit 6: Introduction to Retailing
Unit 7: Service Cash Point or POS
Unit 8: Customer Order for Goods
Unit 9: Process of Payment
Unit 10: Customer Service
PART II: INTERNAL ASSESSMENT (PRACTICAL) – 100 MARKS
Practical Work – 70 Marks
Practical Examination – 40 Marks
Practical File – 10 Marks
Viva Voce (based on Practical Examination/File) – 20 Marks
Project Work – 30 Marks
Report of Field Visit /Project – 10 Marks
Student Portfolio – 10 Marks
Viva Voce (based on Report of Field Visit/Student Portfolio/Project) – 10 Marks

2

PART I: THEORY – 100 MARKS
Employability Skills
Unit-1: Communication Skills – I
Learning Outcome 1.1: Demonstrate knowledge of various methods of communication

Theory Practical

1. Methods of communication:  Writing pros and cons of written, verbal,
and non-verbal communication
(i) Verbal
 Listing dos and don’ts for avoiding common
(ii) Non-verbal
body language mistakes
(iii) Visual

Learning Outcome 1.2: Identify elements of communication cycle

Theory Practical

1. Meaning of communication  Draw a diagram of communication cycle
2. Importance of communication skills  Role plays on communication process
3. Elements of communication cycle: related to the sector/job role
(i) Sender
(ii) Ideas
(iii) Encoding
(iv) Communication channel
(v) Receiver
(vi) Decoding
(vii) Feedback
Learning Outcome 1.3: Identify the factors affecting our perspectives in communication
Theory Practical

1. Perspectives in communication  Group discussion on factors affecting
perspectives in communication
2. Factors affecting perspectives in
communication:  Sharing of experiences on factors affecting
perspectives
(i) Visual perception
 Sharing experiences on factors affecting
(ii) Language communication at workplace
(iii) Past experience
(iv) Prejudices
(v) Feelings
(vi) Environment

3

Learning Outcome 1.4: Demonstrate the knowledge of basic writing skills

Theory Practical

1. Writing skills related to the following:  Demonstration and practice of writing
sentences and paragraphs on topics related
(i) Phrases to the subject
(ii) Kinds of sentences
(iii) Parts of sentence
(iv) Parts of speech
(v) Use of articles
(vi) Construction of a paragraph

Unit-2: Self-management Skills – I
Learning Outcome 2.1: Describe the meaning and importance of self-management

Theory Practical

1. Meaning of self-management  Identification of self-management skills
2. Positive results of self-management  Strength and weakness analysis
Self-management skills

Learning Outcome 2.2: Identify the factors that help in building self-confidence

Theory Practical

1. Factors that help in building self-confidence –  Role play exercises on building self-
social, cultural, and physical factors confidence
2. Self-confidence building tips – getting rid of  Use of positive metaphors/words
negative thoughts, thinking positively, staying
 Positive stroking on waking up and before
happy with small things, staying clean,
going to bed
hygienic, and smart, chatting with positive
people, etc.  Helping others and working for community

4

Unit-3: Basic Information and Communication Technology Skills – I
Learning Outcome 3.1: Demonstrate the knowledge of the role of Information and
Communication Technology (ICT) in day-to-day life and
workplace

Theory Practical

1. Introduction to ICT  Discussion on the role and importance of ICT
in personal life and at the workplace
2. Role and importance of ICT in personal life
and at the workplace  Preparing posters/collages for showing the
role of ICT at workplace
3. ICT in our daily life (examples)
4. ICT tools – mobile, tab, radio, TV, email, etc.

Learning Outcome 3.2: Identify components of basic computer system and their
functions

Theory Practical

1. Computer system - Central Processing Unit  Connecting the cables and peripherals to the
(CPU), memory, motherboard, storage Central Processing Unit
devices
 Starting and shutting down a computer
2. Hardware and software of a computer system
 Group discussion on the various aspects of
3. Role and functions of Random Access hardware and software
Memory (RAM) and Read-only Memory
(ROM)
4. Role and functions of Central Processing Unit
5. Procedure for starting and shutting down a
computer

Learning Outcome 3.3: Demonstrate use of various components and peripherals of
computer system

Theory Practical

1. Peripheral devices and their uses – mouse,  Identification of various parts and
keyboard, scanner, webcam, etc. of a computer peripherals of a computer
system
 Demonstration and practice on the use of a
mouse
 Demonstration and practice on the use of a
keyboard
 Demonstration of the use of printers,
webcams, scanner, and other peripheral
devices
 Drawing a diagram of a computer system
and labelling it

5

Learning Outcome 3.4: Demonstrate basic computer skills

Theory Practical

1. Primary operations on a computer system –  Identification of the various input and
input, process, storage, output, communication, output units and explanation of their
networking, etc. purposes

Unit-4: Entrepreneurial Skills – I
Learning Outcome 4.1: Identify various types of business activities

Theory Practical

1. Types of businesses – service, manufacturing,  Prepare posters of business activities found
hybrid in cities/villages, using pictures
2. Types of businesses found in our community,  Discuss the various types of activities,
business activities around us generally adopted by small businesses in a
local community
 Best out of waste
 Costing of the product made from waste
 Selling of items made from waste materials
 Prepare list of businesses that provide goods
and services in exchange for money

Learning Outcome 4.2: Demonstrate the knowledge of distinguishing characteristics of
entrepreneurship

Theory Practical

1. Meaning of entrepreneurship development  Prepare charts showing advantages of
entrepreneurship over wages
2. Distinguishing characteristics of
 Group discussions on role and features of
entrepreneurship
entrepreneurship
3. Role and rewards of entrepreneurship
 Lectures/presentations by entrepreneurs on
their experiences and success stories
 Identify core skills of successful
entrepreneurs

6

Unit-5: Green Skills – I
Learning Outcome 5.1: Demonstrate the knowledge of the factors influencing natural
resource conservation

Theory Practical

1. Introduction to the environment  Group discussion on hazards of deteriorating
environment
2. Relationship between society and
environment, ecosystem and factors causing  Prepare posters showing environment
imbalance conservation
3. Natural resource conservation  Discussion on various factors that influence
our environment
4. Environment protection and conservation

Learning Outcome 5.2: Describe the importance of green economy and green skills

Theory Practical

1. Definition of green economy  Discussion on the benefits of green skills and
importance of green economy
2. Importance of green economy
 Prepare a poster showing the importance of
green economy with the help of
newspaper/magazine cuttings

Vocational Skills
Unit-6: Introduction to Retailing
Learning Outcome 6.1: State basics of retailing

Theory Practical

1. Concept of retail  Visit to a retail store to study and identify the
various sections and basic functions of retail
2. Functions and essential requirements of
retailers
3. Retailer’s services to customers

Learning Outcome 6.2: Distinguish between organized and unorganized retailing

Theory Practical

1. Meaning of organized and unorganized  Visit retail shops for understanding the
retailing unorganized retail formats
2. Differences between organized and  Prepare a chart to distinguish between
unorganized retail organized and unorganized retail business

7

Learning Outcome 6.3: Differentiate between store and non-store retailing

Theory Practical

1. Meaning of store and non-store retailing  Prepare a model/chart on store and non-store
retailing
2. Classification of store and non-store retailing
3. Differences between store and non-store
retailing

Learning Outcome 6.4: Identify the duties and responsibilities of cashier

Theory Practical

1. Retail cashier  Visit a retail store to learn the duties and
responsibilities of a cashier
2. Duties of a cashier
 Roleplay a situation to demonstrate the duties
3. Responsibilities of a cashier
and responsibilities of a retail cashier
4. Skills required to become a retail cashier

Unit-7: Service Cash Point or POS
Learning Outcome 7.1: State the modes of payment

Theory Practical

1. Meaning of Service Cash Point/Point of Sale  Observations of the precautions in handling
(POS) cash and cash equivalents
2. Skills required for cashier at POS
3. Modes of payment
4. Problems that can arise at service cash
point/POS

Learning Outcome 7.2: Demonstrate the procedure for handling cash

Theory Practical

1. Meaning of cash handling  Field visit for observation of cash handling
and related precautions in a retail store
2. Procedure for handling cash and cash
equivalents
3. Precautions to be taken while handling cash

8

Learning Outcome 7.3: Identify the authorization of refunds, cheques, and credit card
payments

Theory Practical

1. Authorization of refunds  Observations of authorization of refunds and
2. Authorization of cheque payments cheque payments and security procedure in
retail outlets
3. Authorizing credit card payments
4. Security procedures at POS
Learning Outcome 7.4: List out the problems at the cash points or POS

Theory Practical

1. Problems at service cash point:  Visit to a retail store for observation of
(i) Hardware issues problems at service cash points
(ii) Software issues
(iii) Connectivity issues
(iv) User errors
2. Card processing problems

Unit-8: Customer Order for Goods
Learning Outcome 8.1: Identify process of customer order for goods

Theory Practical

1. Steps involved in obtaining customer orders  Observe the process of obtaining customers’
2. Delivery of customers’ orders orders and making supplies in retail stores

Learning Outcome 8.2: Demonstrate the procuring of supplies

Theory Practical

1. Meaning of procuring supplies  Field visit for observing the process of
2. Sources of procuring supplies procuring supplies and selection of the
suppliers
3. Selecting the suppliers
Learning Outcome 8.3: Collect the customers’ information

Theory Practical

1. Meaning of Customer information  Field visit for observing the maintenance of
customer information in retail store
2. Customer Data Management (CDM)
3. Sources of information
4. Customer’s confidentiality
5. Confidential information

9

Learning Outcome 8.4: Invoice for the customer orders

Theory Practical

1. Meaning of invoice  Field visit to undertake a survey on
identifying the types of invoices the retailers
2. Types of invoices
maintain
3. Contents of an invoice

Unit-9: Process of Payment
Learning Outcome 9.1: Identify the effective process of payments

Theory Practical

1. Meaning of effective process of payments  Visit a store to observe the payment
procedure, discount, and special offers
2. Effective process of payments
strategy
3. Kinds of pricing
4. Current discounts and special offers

Learning Outcome 9.2: Sorting out the problems in payment process

Theory Practical

1. Sorting out pricing in payment process  Field visit to identify the problems of
payment and handling procedures in a retail
2. Effective problem redressal
store
3. Steps to handle customer problems related to
pricing and payment processing
4. Handling a problem if the solution is beyond
the control of a cashier

Learning Outcome 9.3: List out the rights, duties, and responsibilities in processing of
payment

Theory Practical

1. Company procedure for working out  Field visit to view a cashier’s dealing with
payments customers and map her/his duties
2. Duties of a cashier regarding payments
3. Skill requirements of a cashier
4. Responsibilities of cashier

10

Learning Outcome 9.4: Select suitable components of payment system in retail

Theory Practical

1. Components of payment in retail  Observation of recent payment system in a
retail store
2. Devices used in payment system,
3. Current trends in payment system
4. E-commerce payments

Unit-10: Customer Service
Learning Outcome 10.1: Identify customer needs and services

Theory Practical

1. Distinction of consumer and customer  Field visit to understand the customer needs
and customer expectations in a retail store
2. Identifying basic customer needs and
behaviour
3. Role of customer services in retail
4. Elements of customer services
5. Advantages of customer service

Learning Outcome 10.2: Describe effective customer service

Theory Practical

1. Effective customer service  Observation of effective ways to build
2. Dealing effectively with customer customer rapport

3. Effective ways to build customer rapport

Learning Outcome 10.3: Organization standards

Theory Practical

1. Standards of staff appearance in retail  Visit a retail outlet/mall to observe the
appearance and behaviour of the male and
2. Precautions to be taken by male staff
female staff and their way of dealing with
3. Precautions to be taken by female staff customers
4. Behaviour in the organisation:
(i) Dealing with colleagues
(ii) Dealing with superiors

11

Learning Outcome 10.4: Identify and confirm customer expectations

Theory Practical

1. Meaning of customer expectation  Visit a retail outlet to recognize customer
expectations and the way of responding to
2. Identify customer expectation their queries
3. Customer expectation from retailer
4. Confirm customer expectation
5. Responding to customers appropriately

PART II: INTERNAL ASSESSMENT (PRACTICAL) – 100 MARKS
To be assessed internally by the school.
For guidelines for Internal Assessment refer to Class X.

12

Class X
There will be one written paper of two hours duration carrying 100 marks and Internal
Assessment of Practical of 100 marks.
COURSE STRUCTURE:

PART I: THEORY – 100 MARKS
Employability Skills – 30 Marks
Unit 1: Communication Skills – II
Unit 2: Self-management Skills – II
Unit 3: Basic Information and Communication Technology Skills – II
Unit 4: Entrepreneurial Skills – II
Unit 5: Green Skills – II
Vocational Skills – 70 Marks
Unit 6: Cash and Credit Transactions
Unit 7: Return and Exchange of Goods
Unit 8: POS Procedure for Age-restricted Products
Unit 9: Health and Safety Practices
Unit 10: Working in a Team & Organisation
PART II: INTERNAL ASSESSMENT (PRACTICAL) – 100 MARKS
Practical Work – 70 Marks
Practical Examination – 40 Marks
Practical File – 10 Marks
Viva Voce (based on Practical Examination/File) – 20 Marks
Project Work – 30 Marks
Report of Field Visit/ Project – 10 Marks
Student Portfolio – 10 Marks
Viva Voce (based on Report of Field Visit/Student Portfolio/Project) – 10 Marks

13

PART I: THEORY – 100 MARKS
Employability Skills
Unit-1: Communication Skills – II
Learning Outcome 1.1: Demonstrate knowledge of various methods of communication

Theory Practical

1. Methods of communication  Writing pros and cons of written, verbal, and
non-verbal communication
(i) Verbal
 Listing dos and don’ts for avoiding common
(ii) Non-verbal
body language mistakes
(iii) Visual

Learning Outcome 1.2: Provide descriptive and specific feedback

Theory Practical

1. Communication cycle and importance of  Constructing sentences for providing
feedback descriptive and specific feedback
2. Meaning and importance of feedback
3. Descriptive feedback – written comments or
conversations
4. Specific and non-specific feedback

Learning Outcome 1.3: Apply measures to overcome barriers in communication

Theory Practical

1. Barriers to effective communication – types  Enlisting barriers to effective communication
and factors
 Applying measures to overcome barriers in
2. Measures to overcome barriers in effective communication
communication

Learning Outcome 1.4: Apply principles of communication

Theory Practical

1. Principles of effective communication  Constructing sentences that convey all facts
required by the receiver
2. 7Cs of effective communication
 Expressing in a manner that shows respect to
the receiver of the message
 Exercises and games on applying 7Cs of
effective communication

14

Learning Outcome 1.5: Demonstrate basic writing skills

Theory Practical

1. Writing skills related to the following:  Demonstration and practice of writing
sentences and paragraphs on topics related to
(i) Sentence
the subject
(ii) Phrase
(iii) Kinds of Sentences
(iv) Parts of Sentence
(v) Parts of Speech
(vi) Articles
(vii) Construction of a paragraph

Unit-2: Self-management Skills – II
Learning Outcome 2.1: Apply stress management techniques

Theory Practical

1. Meaning and importance of stress  Exercises on stress management techniques –
management yoga, meditation, physical exercises
2. Stress management techniques – physical  Preparing a write-up on an essay on
exercise, yoga, meditation experiences during a holiday trip
3. Enjoying going to vacations and holidays with
family and friends
4. Taking nature walks

Learning Outcome 2.2: Demonstrate the ability to work independently

Theory Practical

1. Importance of the ability to work  Demonstration on working independently on
independently goals
2. Describe the types of self-awareness  Planning of an activity
3. Describe the meaning of self-motivation and  Executing tasks in a specific period, with no
self-regulation help or directives
 Demonstration on the qualities required for
working independently

15

Unit-3: Basic Information and Communication Technology Skills – II
Learning Outcome 3.1: Distinguish between different operating systems

Theory Practical

1. Classes of operating systems  Identification of taskbar, icons, menu, etc.
2. Menu, icons, and taskbar on the desktop  Demonstration and practice of creating,
renaming, and deleting files and folders,
3. File concept, file operations, file organization,
saving files in folders and sub-folders,
directory structures, and file-system structures
restoring files and folders from recycle bin
4. Creating and managing files and folders

Learning Outcome 3.2: Apply basic skills for care and maintenance of computer

Theory Practical

1. Importance and need of care and maintenance  Demonstration of the procedures to be
of computer followed for cleaning, care and maintenance
of hardware and software
2. Cleaning computer components
3. Preparing maintenance schedule
4. Protecting computer against viruses
Scanning and cleaning viruses and
removing SPAM files, temporary files, and
folders

Unit-4: Entrepreneurial Skills – II
Learning Outcome 4.1: List the characteristics of a successful entrepreneur

Theory Practical

1. Entrepreneurship and society  Writing a note on entrepreneurship as a
career option
2. Qualities and functions of an entrepreneur
 Collecting success stories of first generation
3. Role and importance of an entrepreneur
and local entrepreneurs
4. Myth about entrepreneurship
 Listing the entrepreneurial qualities –
5. Entrepreneurship as a career option analysis of strength and weaknesses
 Group discussion of self-qualities that
students feel are needed to become a
successful entrepreneur
 Collect information and related data for a
business
 Making a plan in team for setting up a
business

16

Unit-5: Green Skills – II
Learning Outcome 5.1: Demonstrate the knowledge of importance, problems and
solutions related to sustainable development

Theory Practical

1. Definition of sustainable development  Identify the problem related to sustainable
development in the community
2. Importance of sustainable development
 Group discussion on the importance of
3. Problems related to sustainable development
respecting and conserving indigenous
knowledge and cultural heritage
 Discussion on the responsibilities and
benefits of environmental citizenship,
including the conservation and protection of
environmental values
 Preparing models on rainwater harvesting,
drip/sprinkler irrigation, vermin-compost,
solar energy, solar cooker, etc.

Vocational Skills
Unit-6: Cash and Credit Transactions
Learning Outcome 6.1: Describe the components of credit to customers

Theory Practical

1. Meaning of cash and credit transaction  Deal with customers with overdue payments
2. Risk to the company offering credits  Follow the guideline for managing customers
with overdue payments and report to the right
3. Credit limit and need to set-up credit limit
person
4. Company guidelines to set credit limits
5. Reasons of missed payments
6. Company guidelines to deal with customers
who cross their credit limit and report them
7. Dealing with customer with overdue
payments
8. Guidelines for managing customers with
overdue payments

17

Learning Outcome 6.2: List the legal rights and obligations of a customer

Theory Practical

1. Meaning of credit rights and obligations  Visit to a retail store to observe legal rights
and obligation
2. Legal rights of customers in relation to credit
 Follow legal rights and obligations of
3. Legal obligation of customers in relation to
customers in relation to credit
credit
4. Legal rights and obligations of retailer in
relation to credit

Learning Outcome 6.3: Collect the credit from customers

Theory Practical

1. Receiving, checking, recording, informing, and  Draw a chart containing acceptable ways for
storing the payment from customers customers to make payments
2. Acceptable ways for customer to make  Visit a retail store to observe company’s
payments procedures for storing cash and cash
equivalents securely
3. Company’s procedures for storing cash and
cash equivalents securely  Handle various types of problems for sorting
out cash with suitable measures
4. Types of problems for sorting out cash

Learning Outcome 6.4: Process of reconciling customer accounts

Theory Practical

1. Meaning of reconciling customer accounts  Visit to a retail shop to observe the process
of reconciliation of customer accounts
2. Purpose of reconciling customer accounts
 Prepare a chart on factors to be considered
3. Process of reconciling customer accounts
while reconciling customer accounts
accurately
 Prepare a presentation on problems while
4. Factors to be considered while reconciling
reconciling customer accounts
customer accounts
 Report problems through role play
5. Sort out and report the problems while
reconciling customer accounts

18

Unit-7: Return and Exchange of Goods
Learning Outcome 7.1: Identify the store policies and procedures for returned goods

Theory Practical

1. Meaning of returning goods  Follow return and replacement policy
2. Reasons for returning goods  Demonstrate the procedure of return
shipment options, return to vendor
3. Returnable items
 Role play on return of goods in the class
4. Company policy on time of replacement and
refund of returned goods
5. Company procedure for return and
replacement
6. Return shipment options, return to vendor
7. Returning goods without a receipt

Learning Outcome 7.2: Choose process of returning the goods and process of refund
payment

Theory Practical

1. Returning goods and its condition while  A field visit to the retail store to observe the
returning return of goods, identify its problems and
best practices
2. Problems in returning process
 Chart on problems of return processing in the
3. Stock control system
retail store or retail warehouse
4. Return management process
(i) Complete information of returned goods
(ii) Update control system
(iii) Label the products which are returned
(iv) Move the goods at returning place
5. Refund payment policy
6. Refund payment process
7. Mode of refund payment
8. Raising credit note

19

Learning Outcome 7.3: Decide the value of items offered in part exchange by customers

Theory Practical

1. Inspect the items being offered and protect  Visit the retail store to know how to calculate
from damage the cost of exchange value of items
2. Calculate the cost of exchange value of items  Visit the retail store to know the terms and
as per company guidelines conditions for checking the ownership
3. Part-exchange value and its benefits  Make a chart for filling paperwork when
4. Company policies and procedures for buying exchange items
checking ownership of the item
5. Consequences of not checking the ownership
properly
6. Accept or reject the returned goods as per
company policy
7. Terms and conditions of sale for items
8. Dealing with customer objections
9. Treating customers properly during valuation
and negotiations process
10. Filling paperwork when buying exchange
items
Learning Outcome 7.4: Handle the payments for exchange sale transactions and
management of payments received

Theory Practical

1. Types of payments  Visit to a retail outlet to observe modes of
2. Company procedures for taking payments: payment, dealing with suspected customers
and keeping the cash and other equipment
(i) Tell the amount to the customer
secure
(ii) Check the amount and means of payment
offered  Demonstrate the procedure for authorizing
non-cash transactions
(iii) Inform customer if payment cannot be
approved  Draw a chart containing company procedures
for taking payments
(iv) Record payment
(v) Keep payment secure
(vi) Offer additional services if required
3. Keeping cash and other payments secure
4. Procedure for authorizing non-cash
transactions
5. Precautions in doubtful payment
6. Company procedure for dealing with suspected
fraud
7. Dealing with customers offering suspect
payments

20

Unit-8: POS Procedure for Age-restricted Products
Learning Outcome 8.1: Identify the age-restricted products

Theory Practical

1. Meaning of age-restricted products  Conduct role play on a given situation in
2. Consequences if a business fails to adhere to which an underage customer asks to buy age-
norms for sale of age-restricted products restricted product
3. Legal action  Visit to retail stores near your home or
school and observe the restrictions on sale of
age-restricted products
Prepare a list of consequences if a business
fails to adhere to norms for sale of age-
restricted products
Learning Outcome 8.2: Describe the retail policies and procedures for age-restricted
products

Theory Practical

1. Legal requirements for asking proof of age  Visit to a retail outlet to observe the sale of
2. Company policies and procedures for asking age-restricted products – practices adopted,
for proof of age training of staff on the issue, guidance to the
staff, refund on sale, etc.
3. Retailer policies and procedures for sale of
age- restricted products  Chart out a retailer’s policies and procedures
for age-restricted products
4. Various steps followed by the retailer to
prevent sales to under aged
Learning Outcome 8.3: Follow the company policies and procedures for refusing sale of
age-restricted products

Theory Practical

1. Types of proof of age accepted by the  Draw a chart containing types of documents
company for age proof for sale of age-restricted
2. Company policies for refusing sale of age- products
restricted products  Visit the retail store to know the company
3. Company procedure for refusing sale of age- policies and procedures for refusing sale of
restricted products age-restricted products

Learning Outcome 8.4: Company policies or procedures for telling customers how to get
proof of age

Theory Practical

1. When is there a need for proof of customer  Visit the retail store to know what age proof
age? is accepted in case of sale of age-restricted
2. What proof of age are accepted? products
3. How to get a proof of age?
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Unit-9: Health and Safety Practices
Learning Outcome 9.1: Describe the health and safety requirements

Theory Practical

1. Meaning of health and safety  Visit a retail store to know good practices for
maintaining good health and hygienic
2. Plan a cleaning schedule
conditions at the retail store
3. Differentiate between health and hygiene
 Demonstrate the ways to encourage
4. Materials used for maintaining hygiene in colleagues to follow the health and safety
retail store norms
5. Health and safety requirements at work
6. Study the ways to encourage colleagues to
follow the health and safety norms

Learning Outcome 9.2: Identify and report accidents and emergencies

Theory Practical

1. Meaning of accidents and emergencies  Demonstrate how to deal with irate
customers carefully
2. Identify the accidents and emergencies
 Prepare a chart on company procedures for
3. Company procedures for preventing further
preventing further injuries
injuries
4. Act within the limits of responsibility and
authority
5. Instruction given by senior staff and
emergency services

Learning Outcome 9.3: List the equipment and materials to protect health and safety

Theory Practical

1. Meaning of health and safety risk  Visit a retail store to know the equipment
used for safety and preventive measures in
2. Safety equipment and common concern in
the retail store
retail stores
 Select equipment for common safety and
3. Potential hazards in retail store
health concerns and problems in a given
4. Trace out the approved actions to deal with situation.
risks
 Prepare a chart on company procedure and
5. Company procedure and legal requirements for legal requirements for reducing health and
reducing health and safety risks safety risks

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Learning Outcome 9.4: Lifting goods and handling money safely

Theory Practical

1. Common safe practice concerns for lifting  Select preventive measures to avoid
goods harassment, violence, shoplifting and robbery
2. Harassment/violence, shoplifting and robbery  Visit a retail store and demonstrate the safety
at workplace and measures to prevent them measures followed before lifting goods to
protect staff and select suitable equipment and
3. Handling money equipment
accessories
4. Ways to handle money
 Visit a retail store to learn the safe handling of
5. Manage and deal with irate customers and money
shrinkage
6. Techniques of lifting and handling goods
7. Checking of equipment before use
8. Guidelines and instructions for lifting and
handling equipment
9. Safe and effective route for moving goods
10. Responsibilities in lifting and handling
operations
11. Maintenance and inspection

Unit-10: Working in a Team & Organization
Learning Outcome 10.1: Support the teamwork

Theory Practical

1. Meaning and importance of teamwork  Demonstrate an example of teamwork
2. Value system of the organization  Prepare a chart on career prospects in retail
3. Job prospects in retail cashier and retail sector  Prepare and give a presentation on
remuneration supporting teamwork
4. Support the teamwork by:  Visit the retail store to know the retailer’s
policy for customer service information and
(i) Being courteous list what kind of services they render
(ii) Helpful behaviour  Demonstration of teamwork in the classroom
(iii) Enhancing level of assistance with video clips
(iv) Meeting reasonable request
(v) Completing allocated task
(vi) Seeking assistance in difficulties
(vii) Using questioning techniques for clarity
(viii)Identifying and displaying non-
discriminatory attitude

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5. Support the organization’s work by:
(i) Sharing work fairly
(ii) Taking own and other’s preference into
consideration
(iii) Skills and time available
(iv) Making realistic commitments
(v) Informing colleagues if you can do work
on time
(vi) Suggesting alternatives
(vii) Encouraging and supporting colleagues
when task is difficult
(viii)Following company’s health and safety
procedures

Learning Outcome 10.2: Describe the employees’ rights and responsibilities

Theory Practical

1. Rights of employees  Visit the retail store to draw a chart on
responsibilities of employees
2. Responsibilities of employees
 Demonstrate the employee rights through
3. Help plan and organize own learning
role play in a given situation
(i) Goals are realistic, relevant, and clear  Make a chart showing how to help in
(ii) Identify the knowledge and skills required planning and organizing self-learning and
other’s learning
(iii) Agree on action points and deadlines
(iv) Check progress
(v) Ask for feedback on progress
4. Help plan and organize other’s learning
(i) Encourage colleagues to ask work-related
information
(ii) Offer advice when colleagues face
difficulties in performing tasks
(iii) Give information and advice related to
tasks and procedure
(iv) Demonstrate the procedure to complete
the task
(v) Encourage colleagues to ask questions
(vi) Provide opportunities to practice new
skills and give constructive feedback

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Learning Outcome 10.3: Choose team aims and targets

Theory Practical

1. Concept of working in a team  Visit a retail store to get the sources of setting
goals
2. Importance of teams to achieve targets in retail
 Demonstrate how to maintain team morale
3. Sources of setting goals
4. Maintain team morale
5. Tools and techniques available to set team
performance targets and how to work as a
team
6. Team feedback and its importance

Learning Outcome 10.4: Develop effective work habits
Theory Practical

1. Skills required for achieving goals  Prepare a chart on skills required for
achieving goals
2. Monitoring attainment of goals
 Demonstrate the handling of risk in the job of
(i) Checking progress cashier
(ii) Asking feedback  Role play on given situations, like, gender
(iii) Responding positively discrimination
(iv) Adjusting plans
3. Handle the risks in the job of cashier
4. Interpret, confirm, and act on:
(i)Workplace information
(ii) Instructions
(iii) Procedure
5. Legal requirements in case of
(i)Discrimination
(ii) Sexual harassment
(iii) Bullying
6. Balancing work and personal priorities

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PART II: INTERNAL ASSESSMENT (PRACTICAL) – 100 MARKS
Practical Work
• Practical Examination – 40 Marks
• Practical File – 10 Marks
• Viva Voce (based on Practical Examination/File) – 20 Marks
The Practical Work allows candidates to demonstrate that they have knowledge and
understanding of performing a task. This will include the hands-on Practical Examination and
viva-voce. In addition, candidates will be required to maintain a practical file of the work done
throughout the year.
Candidates will be required to perform any two practicals selected by the external examiner. The two
practicals selected by the external examiner will be from different units of the syllabus.
Project Work
• Report of Field Visit/Project – 10 Marks
• Student Portfolio – 10 Marks
• Viva Voce (based on Report of Field Visit/Student Portfolio/Project) – 10 Marks
Project Work aims at assessing the practical skills of candidates over a certain period of time.
This includes report of field visits, project undertaken, student portfolio along with viva-voce.
Candidates are required to have completed one project on a topic of their choice from any
topic/allied aspect covered in the syllabus. The project may include case study (example, study of
a local industry/business), survey, model making, poster making/creation of audio-visual aids,
interview of an entrepreneur from the local industry, etc.
Candidates should maintain record of the field visits undertaken during the year. This should
include subject-specific information obtained from the experts/observations made during the field
visits.
The student portfolio is a compilation of work done by the candidate throughout the year, and
may include reports, articles, photos of products prepared by the candidate in relation to the unit
of competency.
EVALUATION
The practical and project work is to be evaluated by the subject teacher and by an External
Examiner. The External Examiner shall be nominated by the Head of the school and may be a
teacher from the faculty, but not teaching the subject in the relevant section/class.
The Internal Examiner and the External Examiner will assess the candidate’s work independently.

Award of Marks (100 Marks)

Subject Teacher (Internal Examiner) 50 marks

External Examiner 50 marks

The total marks obtained out of 100 are to be sent to the CISCE by the Head of the school.
The Head of the school will be responsible for the online entry of marks on the CISCE’s
CAREERS portal by the due date.

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Teaching-learning Activities
For effective transaction of the subject content a combination of classroom activities, practical
work and field visits/educational tours are to be used by the teacher.
Special emphasis should be laid on occupational safety, health and hygiene while conducting the
teaching-learning activities.
Classroom Activities
Classroom activities, including, interactive lecture sessions followed by discussions should be
conducted by the subject teachers, using a variety of instructional or teaching aids, such as audio-
video materials, colour slides, charts, diagrams, models, exhibits, hand-outs, online teaching
materials, etc.
Practical Work
Practical work may include but not be limited to hands-on training, simulated training, role play,
case-based studies, exercises, etc. Equipment and supplies should be provided to enhance hands-
on learning experience of students. Only trained personnel should teach specialized techniques.
Field Visits/Educational Tours
Students should be taken for field visits to give them an opportunity to interact with experts and
to expose them to the various tools, equipment, materials, procedures, and operations in the
workplace. During field visits, students should obtain subject-specific information from the
experts or make a record of the activities observed.
A checklist of observations to be made by the students during the field visits should be developed
by the teachers for systematic collection of information by the students on the various aspects.
For example, a visit may be organised to a retail store where the students may observe the
following: location, site, mother block, office building, store layout, store design, arrangement of
products in racks, signage, display of products, arrangement of products into gondolas, billing
counter, baggage of products, information counters, etc.
During the visit, students may obtain the following information from the owner or the supervisor
or manager of the retail store:
• Area under the retail store
• Store layout and design
• Type of retail store
• Types of racks used
• Procedure for receiving goods
• Storage of goods
• Stock levels maintained
• Communication between salespersons and customers
• Communication between salespersons and other stakeholders of the retail store
• Segmentation of products
• Arrangement of products in racks, gondolas, etc.
• Display of products
• Types of signage and their usefulness

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• Duties and responsibilities of Store Operations Assistant
• Billing system (traditional/computerised)
• Workforce engaged
• Total expenditure of retail store
• Total annual income
• Profit/loss (annual)
• Any other information
In a year, at least 3 field visits/educational tours should be organised for the students to expose
them to the activities in the workplace. Schools may identify different opportunities for field visits
within a short distance from the school and make necessary arrangements for the same.

List of Equipment and Materials
The list given below is suggestive. An exhaustive list should be prepared by the teacher. Only
basic tools, equipment and accessories should be procured by the school so that the routine tasks
can be performed by the students regularly for practice and for acquiring adequate practical
experience.

S. No. Item name, description & specification
1. Shelves for stacking products
2. Shopping cart
3. Retail signage board
4. Offer/policy signage
5. Big poster (at POS) for offer-related advertisement
6. Gondola
7. Products for display (dummy cameras and mobiles)
8. Danglers
9. Coupons and vouchers
10. Carry bags
11. Physical bill copy
12. Barcode machine
13. Customer feedback form
14. Safety and security equipment on site:
Fire extinguisher
Security cameras
LCD screens
Safety sign boards
Personal protective equipment (PPE) like gloves, helmets, jackets, harness etc.
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Locking systems
15. Housekeeping equipment on site:
Vacuum cleaner
Mops
Cleaning chemicals
Cleaning robots
Air purifiers
Filtering machines
Spill absorbents

Teacher Qualifications
The suggestive qualifications and minimum competencies for the subject teacher are as follows:
• Graduate or Diploma in Retail Management, P.G. Diploma in Marketing with at least 50%
marks and 1 year teaching/work experience
OR
MBA (Retail Marketing) and/or PG Diploma in Retail Management
• Effective communication skills (oral and written)
• Basic computing skills
• Technical competencies

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