WJEC Level 1/2 Vocational award in Retail Business

Key Stage 4

WJEC Level 1/2 Vocational award in Retail Business

Why is the study of Retail Business important?


The Level 1/2 Award in Retail Business introduces students to one of the most important employment sectors in the UK. Students will have the opportunity to explore various aspects of retail business and investigate a range of retailers from large chains and department stores through to independent and virtual stores. Interweaved with the fundamentals of customer service, students will embrace the retail industry and soon discover customer service is the foundations of any successful business.

  • Customer Experience Unit

    Internal Assessment worth 25% of overall grade. This unit is completed in Yr 10

    The purpose of this unit is to review the quality of the customer experience in a retail organisation.

    Why is customer service so important? What do customers want when they shop? Why do customers buy in one store rather than another? Why do customers return and show loyalty to a certain store or chain? Why do customers stop using an organisation? These are all important questions to retailers. By finding answers to these, we can learn what customers see as a good or bad experience and help retailers to assess and improve their performance. In an increasingly competitive environment, knowing your customers’ views on their experience enables retailers to focus on delivering a quality customer experience to meet the demanding and diverse needs of their customers.

    Customer service departments are responsible for developing customer service policies and standards, providing training to staff and collecting and interpreting customer feedback. In store, customer service representatives and after sales service representatives ensure that customer service is maintained before, during and after a purchase. Personal shoppers are sometimes employed in certain retailers to provide a personalised and focussed service. Mystery shoppers are used to monitor and assess customer service. In this unit you will learn about the principles of customer service and how retailers use these to set the standards that are at the heart of the customer experience. You will explore and gain an understanding of how customer service affects the behaviour of both customers and employees.

  • Retail Business external exam unit - worth 25% of overall grade

    This exam is sat in the summer of Yr 10  

    The purpose of this unit is to enable learners to propose business solutions for a range of issues in the retail sector.

    How does my local newsagent survive when a major supermarket chain opens a new store just across the road from them? Why do supermarkets sell bananas for less than the cost price? Do loyalty cards work? Retail businesses operate in a changing, global environment where enterprise and innovation are key to successfully competing in changing local, national and international markets. In recent years, a host of retail names have disappeared from our high streets leaving empty units and depressed urban areas. Not all is doom and gloom however – many retailers have developed successful competitive and technologically advanced strategies. Merchandisers, buyers, store managers, town centre and shopping centre managers are some examples of those working in the retail sector that need to be aware of what is happening both within and outside of the retail sector and are making decisions on how retail businesses will respond. Through this unit you will learn about the issues faced by retailers in today’s highly competitive market. You will gain knowledge of the retail sector and how its retailers organise their businesses to respond to change. You will be able to use the knowledge and understanding you gain in order to recommend how different types of retailers can respond to issues. 

  • Retail Operations Unit

    Retail Operations Unit 

    Internal assessment worth 50% of the overall grade and completed in Yr 11 

    The purpose of this unit is for learners to apply their knowledge and understanding of retail operations to propose responses to change. 

    Does the summer really affect retailers? Would I have to work overtime if my boss decides to open late? Why are fitting rooms at the back of a shop? Why does womenswear appear first on a website? Can a shop sell anything it wants? Who opens up the shop when the manager is off? Successful retailers have to consider all of these questions and more when organising the operation of their business. Store and department managers will have responsibilities for organising their retail operations. They have to adapt those operations for different seasons and special events and for changes in the law. Regardless of the size of the retail business, its retail channel and its location, a retail business is organised to deal with the routine and non-routine. With this unit you will learn about the everyday activities of a retailer and how different retailers organise these activities. You will also learn how retailers prepare for changes by re-organising their operations. You will use what you l

Student Testimonial

“I really enjoyed my Retail Business course. I want to set up my own beauty salon and this course has taught me how to be a successful business owner. Customer service is key to being successful, I will always make sure my customers are put first to show them I care and to make my business as profitable as possible”

Caitlin – Y11

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