Foundation Retail and Customer Service
Mae disgrifiad y cymhwyster yn Saesneg yn unig, gan ei fod wedi ei gymryd o fanyleb Saesneg CBAC.
WJEC Foundation Retail and Customer Service is a two-year, 120 hour work-related qualification for learners aged 14 to 16 working at Entry Level or Level 1, leading on to the VCSE in Retail and Customer Service. Both units are centre-marked portfolios built from teacher-set tasks. Literacy runs through everything: learners read short scenarios and case studies, describe and explain in writing or orally, give presentations, speak and listen to customers, follow and give instructions, use some Welsh greetings and reflect on their own performance. Entry learners can show much of this through talk, pictures and structured templates. Numeracy is light and practical, centred on a simple event budget and prices, handling money and counting stock, scheduling, and reading feedback such as rating scales and surveys.
- Corff dyfarnu
- CBAC
- Lefel
- Entry Level and Level 1
- Addysgu gyntaf
- Medi 2027
- Faint o waith llythrennedd
- Canolig
- Faint o waith rhifedd
- Isel
- Manyleb
- Agor y fanyleb
- Y cam nesaf i fyny
- VCSE Retail and Customer Service, Level 1 and Level 2
Sut mae'r cymhwyster hwn yn cael ei asesu
- Unit 1: Introduction to the Retail and Customer Service Sector: Centre marked non-examination assessment, portfolio of evidence, maximum assessment time 9 hours (typically 7 to 9 hours), 36 guided learning hours, 48 points, teacher-set activities assessed in the centre and moderated by WJEC, available for moderation from summer 2028
- Unit 2: Retail and Customer Service in Action: Centre marked non-examination assessment, portfolio of evidence, maximum assessment time 21 hours (typically 19 to 21 hours), 84 guided learning hours, 60 points, teacher-set activities around planning and running a retail-related event, assessed in the centre and moderated by WJEC, available for moderation from summer 2029
Sgiliau sy'n defnyddio Deall, ymateb a dadansoddi
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Reading retail scenarios and case studies
Across Unit 1 learners read short retail scenarios, job descriptions and case studies to pick out good and poor customer service, job roles and skills. At Level 1 the example tasks ask learners to read a short case study and explain the impact of the service on the business.
Llythrennedd: Strategaethau darllen, Deall, ymateb a dadansoddi
Paratoi disgyblion
- Blwyddyn 7
- Pupils read three short shop scenarios and highlight one example of good service and one of poor service in each.
- Blwyddyn 8
- Pupils read a half page account of a customer's visit to a phone shop and list what went well, what went badly and the evidence for each.
- Blwyddyn 9
- Pupils read a one page case study of a struggling local shop, pick out the customer service problems and explain in a paragraph how each one could hurt the business.
Dangos geiriad y fanyleb a datganiadau'r Fframwaith Llythrennedd a Rhifedd
Ble mae yn y fanyleb: Unit 1, Examples of tasks LO1.3 and LO1.4, pages 22 and 23
“read a short retail case study and identify examples of good and poor service”
Cam cynnydd 3
Rwy'n gallu defnyddio ystod o strategaethau er mwyn dod o hyd i wybodaeth, e.e. cip ddarllen (sgimio) am yr hanfodion, llithr ddarllen (sganio) am fanylion.
Rwy'n gallu dangos fy mod yn deall y prif syniadau a manylion pwysig mewn gwahanol destunau ar yr un pwnc a'u defnyddio.
Cam cynnydd 4
Rwy'n gallu defnyddio ystod o strategaethau, e.e. darllen cyflym, darllen agos, anodi, rhagfynegi, i gip ddarllen (sgimio) testunau i gael yr hanfodion, y syniadau a’r themâu allweddol, a’u llithr ddarllen (sganio) am wybodaeth fanwl.
Rwy'n gallu darllen yn fanwl, gwneud gwaith dilynol a defnyddio deunyddiau ychwanegol mewn testunau i ymestyn fy nealltwriaeth.
Da gwybod
- Literacy runs through the whole qualification: Appendix A maps Listening, Reading, Speaking and Writing to "All sections" of both units (page 48).
- Numeracy is mapped narrowly: "Developing Mathematical Proficiency" to LO1.4, LO1.5, LO2.1, LO2.3, LO2.4 and LO2.5, statistics to LO2.6 only, and nothing to number or to geometry and measurement (Appendix A, pages 48 and 49).
- Evidence does not have to be written. It can include teacher observation, "video/audio recordings" and teacher questioning with responses "either written or oral" (Section 3.3, pages 40 and 41).
- Support depends on level: Entry 1 learners "will require a high level of support, including verbal, visual and practical assistance", while Level 1 learners "should work independently" (Section 3.4, pages 41 and 42).
- Where a real event is not possible, "learners will be able to be assessed via role-play" (Unit 2, page 27), so customer service talk can be assessed in a simulated setting.
- The qualification can be taken in Welsh, with separate Welsh medium entry codes such as "6100N1" for Unit 1 (Section 4.1, page 45).
Cysylltiadau â chymwysterau eraill
This qualification leads directly to the WJEC VCSE in Retail and Customer Service, which the specification names as a progression route. Both ask learners to understand good and poor customer service, deal with complaints by listening and responding, use Welsh with customers and write promotional material. The VCSE steps this up: learners read a full case study with reviews and live chat transcripts, write an analytical report, staff guidance and customer replies in the right tone, and deliver a pitch with questions, and its numeracy moves from a simple event budget to customer service data, pricing strategies and costs. Budgeting and promotion also link with GCSE Business, and the event budget with GCSE Mathematics and Numeracy.
Ffynhonnell: WJEC Entry Level/Level 1 Foundation Retail and Customer Service specification, approved by Qualifications Wales, teaching from September 2027, for award from 2029 (© WJEC CBAC Ltd 2026).