VCSE Retail and Customer Service
Mae disgrifiad y cymhwyster yn Saesneg yn unig, gan ei fod wedi ei gymryd o fanyleb Saesneg CBAC.
VCSE Retail and Customer Service is mainly a literacy qualification: learners read a case study and customer evidence such as reviews and live chat transcripts, write a report, staff guidance and customer replies in the right tone, research a real retailer, write promotional copy and deliver a pitch with questions. Numeracy is light and centres on data, covering customer satisfaction and response time data, primary research and pricing strategies, with no calculations stated anywhere in the specification. The single biggest thing Key Stage 3 should build is writing for a real reader: turning evidence into clear, well-organised reports, guidance and customer messages in a tone that suits the audience.
- Corff dyfarnu
- CBAC
- Lefel
- Level 1 and Level 2
- Addysgu gyntaf
- Medi 2027
- Faint o waith llythrennedd
- Uchel
- Faint o waith rhifedd
- Isel
- Manyleb
- Agor y fanyleb
- Y cam cyn hyn
- Foundation Retail and Customer Service, Entry Level and Level 1
Sut mae'r cymhwyster hwn yn cael ei asesu
- Unit 1: Introduction to the Retail and Customer Service Sector: Sector test 1 hour, 20%, 50 marks, set and marked by WJEC, paper or on screen, objective and short answer questions in two sections of 25 marks
- Unit 2: Developing Customer Service Skills: External non-examination assessment 6 hours 30 minutes, 20%, 60 marks (30 for AO3 and 30 for AO4), set and marked by WJEC, tasks based on a case study
- Unit 3: Retail Marketing and Promotion: Non-examination assessment 19 hours plus 2 hours supervised research, 60%, 90 marks (15 for AO3 and 75 for AO4), set by WJEC, marked by the centre and externally moderated by WJEC
Sgiliau sy'n defnyddio Deall, ymateb a dadansoddi
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Reading a case study and customer service evidence
Unit 2 is a set of tasks based on a case study released through the WJEC Portal, which changes every year. Learners use evidence such as online reviews and ratings, mystery shopper reports, complaints and compliments and live chat transcripts to identify strengths and areas for improvement in customer service.
Llythrennedd: Strategaethau darllen, Deall, ymateb a dadansoddi
Paratoi disgyblion
- Blwyddyn 7
- Pupils read five short customer reviews of a local café and highlight one fact and one opinion in each.
- Blwyddyn 8
- Pupils read a mystery shopper report on a high street shop and sort its points into strengths and areas for improvement in a table.
- Blwyddyn 9
- Pupils read a short unseen case study of a Welsh retailer with reviews, a complaint letter and a chat transcript, and summarise the three main customer service problems in their own words.
Dangos geiriad y fanyleb a datganiadau'r Fframwaith Llythrennedd a Rhifedd
Ble mae yn y fanyleb: Summary of Assessment, page 5; Unit 2, Section 2.3.1, page 31
“The assessment will feature tasks based on a case study.”
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 coladu a gwneud cysylltiadau, e.e blaenoriaethu, categoreiddio, rhwng gwybodaeth a syniadau o wahanol ffynonellau gan gynnwys testunau digidol a chlyweledol.
Rwy'n gallu gwahaniaethu rhwng ffeithiau, damcaniaethau a barn.
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 crynhoi, cyfuno a dadansoddi gwybodaeth er mwyn magu dealltwriaeth fanwl, e.e. o achosion, canlyniadau, patrymau, gan ddefnyddio gwahanol ffynonellau.
Rwy'n gallu gwahaniaethu rhwng ffeithiau/tystiolaeth a rhagfarn/dadleuon.
Cam cynnydd 5
Rwy'n gallu darllen a dadansoddi ystod o destunau nas gwelais o'r blaen, testunau a argraffwyd a thestunau digidol, gan ganolbwyntio ac yn annibynnol.
Rwy'n gallu darllen yn fanwl, gan ddadansoddi cynnwys, iaith ac effaith testunau er mwyn dyfnhau fy nealltwriaeth.
Rwy'n gallu gwerthuso diben, effaith a dibynadwyedd testunau yn hyderus.
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Researching retail sources for a business analysis
For the Retail Business Analysis Report learners research an existing retail business using secondary sources such as websites, reports and articles, online reviews and company materials like brochures, menus and leaflets, alongside primary research. They summarise the business, its target market and customer profile, and use the research to analyse each of the 7 Ps.
Llythrennedd: Deall, ymateb a dadansoddi, Strategaethau darllen
Paratoi disgyblion
- Blwyddyn 7
- Pupils skim a supermarket's 'about us' web page and a leaflet from a local shop and note who each business is aimed at.
- Blwyddyn 8
- Pupils compare what a retailer says about itself on its website with what customers say in online reviews, and note which is more reliable and why.
- Blwyddyn 9
- Pupils research a retailer in their town from its website, a news article and its menu or brochure, and write a short profile of its target market with each source listed.
Dangos geiriad y fanyleb a datganiadau'r Fframwaith Llythrennedd a Rhifedd
Ble mae yn y fanyleb: Unit 3, Section 3.1.1, page 35
“websites, reports and articles”
Cam cynnydd 3
Rwy'n gallu defnyddio ffynonellau cyfeirio/digidol i ddewis, crynhoi a chyfuno gwybodaeth, gan gyfeirio atyn nhw fel y bo'n briodol.
Rwy’n gallu defnyddio sgiliau dehongli a dod i gasgliad er mwyn deall y testun, ac yn gallu ystyried dibynadwyedd yr hyn rwy'n ei ddarllen.
Cam cynnydd 4
Rwy'n gallu ymchwilio i amrywiaeth eang o ffynonellau cyfeirio a digidol er mwyn datblygu dealltwriaeth lawn o bwnc neu fater.
Rwy'n gallu gwerthuso defnyddioldeb a dibynadwyedd testunau.
Cam cynnydd 5
Rwy'n gallu ymchwilio'n annibynnol i amrywiaeth eang o ffynonellau er mwyn datblygu dealltwriaeth o bwnc neu fater cynyddol gymhleth.
Rwy'n gallu defnyddio testunau a argraffwyd a thestunau digidol i chwilio'n ddethol, gan asesu dibynadwyedd, arwyddocâd a chywirdeb yr hyn rwy'n ei weld.
Rwy'n gallu cyfuno a dadansoddi gwybodaeth er mwyn magu dealltwriaeth eang a chytbwys o ffynonellau a allai gynnwys safbwyntiau croes.
Da gwybod
- No marks for spelling, punctuation and grammar are stated. The assessment objectives (page 42) are knowledge, application, 'Interpret and evaluate e.g. information/ideas/evidence in retail and/or customer service' and 'Demonstrate and apply skills in retail and/or customer service'.
- The Unit 1 sector test uses objective question types 'such as multiple choice, multiple response, fill-in-the-blank, drag-and-drop, hot spot questions', and Section B adds 'short answer questions' (page 42), so there is no extended writing in the test.
- Calculations and calculator use are not stated anywhere. Pricing is about understanding 'the different pricing strategies used by businesses' (page 36), not working out prices.
- Unit 2 'will take six hours and 30 minutes to complete' and Unit 3 is 'designed to take approximately 19 hours', and centres may deliver each 'in a single sitting or across multiple shorter sessions' (page 43). No word limits are given.
- Handwriting is accepted: Unit 2 'must be submitted digitally, either as scanned handwritten responses or completed electronically' (page 43).
- Pitches are assessed live: 'performance evidence (for example, presentations) must be documented using observation records' (page 45).
Cysylltiadau â chymwysterau eraill
Appendix A (pages 50 and 51) maps listening, reading and writing across all three units but speaking only to 1.3.3, all of Unit 2 and 3.3.2, and maps numeracy to mathematical proficiency, number (3.1.4 only) and statistics, with nothing for geometry or measurement. Report writing from data and pricing overlap with GCSE Business, and the complaint handling and bilingual customer service content overlaps with the VCSE in Hospitality and Catering.
Ffynhonnell: WJEC Level 1/Level 2 VCSE Retail and Customer Service specification, approved by Qualifications Wales, teaching from September 2027, for award from 2029 (© WJEC CBAC Ltd 2026).