Odisha CHSE +2 Vocational Retail Sales Associate study plan

Define retail and list at least eight functions a retailer performs for customers and suppliers, distinguishing them from wholesaling.

Classify at least ten store-based formats (kirana, supermarket, hypermarket, department store, specialty, convenience, discount, cooperative, government outlet, mall kiosk) by size, assortment, pricing and service level.

Compare store, non-store and omnichannel retailing and give one local Odisha example of each channel type.

Map a typical small Indian retail store's organisation chart and state the reporting line and two duties for each role from sales associate to store manager.

Explain the difference between customer service and customer relationship management, and list the stages of a customer lifecycle from first visit to advocacy.

Apply the selling steps (approach, probing, presentation, demonstration, objection handling, closing, follow-up) to a scripted walk-in customer scenario.

Demonstrate three objection-handling techniques (acknowledge-clarify-respond, feel-felt-found, evidence) in role-play without becoming defensive.

Identify at least five customer complaint types and write the correct escalation response for each within a stated time limit.

Describe two simple CRM tools a small retailer can maintain, such as a customer register and a WhatsApp broadcast list, and state the data captured in each.

List and explain five closing techniques (assumptive, alternative choice, summary, urgency, trial close) and select the right one for three different shopper profiles.

Practise upselling and cross-selling with at least four product-pair examples from an Indian grocery or apparel context and explain the difference between them.

Build a five-question probing framework to uncover a customer's need, budget and occasion before presenting a product.

Describe how to serve a returning customer using past purchase information while respecting privacy and avoiding pressure tactics.

Explain product features, advantages and benefits (FAB) for at least six common retail product categories and convert each feature into a customer benefit statement.

Describe a planogram and explain how shelf placement, eye level, facing and signage influence sales, then sketch a small shelf layout for one category.

Identify the main POS components (billing software, barcode scanner, cash drawer, receipt printer, card and UPI terminal) and state the function of each.

Perform a mock billing cycle end to end: scan, apply a discount, accept cash and UPI, generate a bill, and give correct change including rounding.

Reconcile a mock cash drawer at the end of a shift and identify the steps to record and report a shortfall or excess.

List at least four payment methods used in Indian retail (cash, debit and credit card, UPI, wallet, EMI, COD) and state one advantage and one risk of each.

Explain basic accounting terms - sales, purchase, revenue, cost, gross margin, markdown, invoice, credit note and GST - and compute gross margin from given figures.

Calculate selling price, discount percentage, markdown and break-even units for at least five worked pricing problems.

Describe the documents generated in a retail sale (invoice, GST bill, return receipt) and explain why each is retained.

Describe the goods receiving process from delivery arrival to shelf placement, including checking against the purchase order, quantity verification, damage inspection and GRN entry.

Explain stock control methods - minimum and maximum levels, reorder point, FIFO and FEFO, stock rotation, cycle counting and physical stock verification - and apply FIFO to a dated stock example.

Identify common retail shrinkage sources (shoplifting, employee theft, vendor fraud, administrative error, damage) and match each with one preventive control.

Describe safety and security routines: CCTV monitoring limits, bag checks, EAS tags, emergency exits, fire extinguisher use and incident reporting.

Demonstrate professional grooming and dress standards for a retail floor role and explain why they matter to customer trust.

Practise five workplace communication situations: greeting, phone handling, handling an angry customer, asking for help from a supervisor, and giving a handover at shift change.

Explain key employability behaviours - punctuality, attendance, teamwork, honesty in cash handling, and following instructions - with one retail example each.

Describe basic health and safety duties of a retail worker under Indian workplace norms, including safe lifting, clean floors and reporting hazards.

Explain how e-commerce and digital retail (marketplaces, social commerce, digital payments, online returns) differ from counter selling and what skills transfer between them.

Complete two full-length timed mock tests covering all twelve domains and score at least 70% on each.

Review every wrong answer, tag it to its domain, and write a corrected note for each within 48 hours.

Revisit the three weakest domains from the mock results and redo their key definitions, formulas and procedures.

Recite from memory the core formulas (gross margin, discount, markdown, break-even, reorder point) and the seven selling steps without notes.

Simulate a complete customer interaction from greeting to billing to follow-up, integrating service, selling, POS and etiquette skills.