Retail Sales AssociateSkills & Competency Framework

Knows the range on the floor cold — features, price points, sizes, variants and what pairs with what — and demonstrates or lets the customer try before they buy. Explains benefits in plain language and compares two options honestly to settle a hesitant shopper.

Runs the point-of-sale accurately — billing, discounts, exchanges, returns and multiple payment modes — and keeps the queue moving during peak and festive rushes. Handles cash and card reconciliation cleanly and follows store SOPs for tagging, trials and shrinkage control.

Keeps the display, size availability and replenishment sharp so the floor sells for itself — well-faced shelves, filled sizes, and priced-and-tagged stock. Knows what is in the backroom and flags fast-movers and stock-outs before they cost a sale.

Handles returns, exchanges, defective goods and upset customers calmly, turning a complaint into retained trust rather than a lost customer or a scene on the floor. Knows when to resolve on the spot and when to escalate to the store manager.

Enrols customers into the loyalty programme, captures contact details, and follows up on new arrivals, offers and sizes to bring shoppers back. Builds a personal book of repeat clientele over time rather than treating every sale as a one-off transaction.