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Skills that use Questioning

1. Listening to customers and handling complaints with empathy

   Assessed: In the exam and in coursework (NEA)

   Learners must understand the LAST (Listen, Apologise, Solve, Thank) model and effective complaint handling, including listening to the customer to identify the issue, showing empathy with an appropriate tone and gathering relevant information. This is tested in the Unit 1 sector test and applied in Unit 2 when learners improve examples of complaint handling; role play of customer enquiries is a learning experience that is not directly assessed.

   Literacy: Listening to understand, Listening for meaning, Questioning, Listening as part of collaborative talk, Purpose

   Getting pupils ready

   Year 7

   Pupils role play a customer returning a faulty item, with the listener repeating the problem back before offering help.

   Year 8

   Pupils use the LAST steps to role play a complaint at a school event stall, with an observer noting tone of voice and body language.

   Year 9

   Pupils listen to an acted complaint call, note the customer's real issue and feelings, then role play a calm reply that ends with clear next steps, using Welsh greetings where they can.

   Show the specification wording and the LNF statements

   Where it is in the specification: Unit 1, Section 1.3.2, page 18; Unit 2, Section 2.1.4, page 27; Unit 2, Section 2.2.1, page 28

   “handling complaints and returns using the LAST (Listen, Apologise, Solve, Thank) model”

   Progression step 3

   • I can listen to others’ ideas/presentations, and understand that they may have a different perspective to my own, in order to respond appropriately.

   • I can listen to, understand, infer, interpret and recall the general meaning of what I have heard.

   • I can respond to others’ points of view by seeking clarity, summarising and explaining what I have heard, read or seen.

   Progression step 4

   • I can understand and analyse general meaning and implied ideas.

   • I can listen to and respond to others with questions, comments and suggestions in order to develop collaborative talk and reach compromise/consensus.

   • I can share, talk and write about my thoughts, feelings and opinions showing empathy and respect.

   Progression step 5

   • I can respond with confidence and sensitivity to the ideas of others in different collaborative situations, reflecting on information and ideas and asking relevant questions.

   • I can employ a range of strategies to understand, predict and evaluate meaning and implied ideas in a wide range of situations.

2. Planning and delivering a pitch and answering questions

   Assessed: In coursework (non-examination assessment, NEA)

   Learners plan and deliver a professional pitch for their retail business concept to an audience, using verbal skills such as tone of voice, terminology, voice projection and pace and non-verbal skills such as eye contact and posture. They must be able to answer planned and unplanned questions, and the teacher records the pitch on an observation record.

   Literacy: Clarity and vocabulary, Purpose, Questioning

   Getting pupils ready

   Year 7

   Pupils give a one-minute talk to their group about a favourite shop, making eye contact and speaking clearly.

   Year 8

   Pupils pitch a new tuck shop product in two minutes using cue cards, then answer two questions from the class.

   Year 9

   Pupils pitch a retail business idea to a panel of teachers acting as investors, adapting pace and tone to the audience and answering unplanned questions.

   Show the specification wording and the LNF statements

   Where it is in the specification: Unit 3, Sections 3.3.1 and 3.3.2, page 40; Section 3.3, page 45

   “the ability to answer planned and unplanned questions”

   Progression step 3

   • I can speak clearly, recognising the appropriate language for different audiences and purposes, and varying my expression, vocabulary, tone and gestures to engage the audience.

   • I can organise talk so that different audiences in different contexts can follow what is being said, including using formal language.

   • I can ask and answer questions, building on and developing the ideas of others in group discussions.

   Progression step 4

   • I can speak clearly, selecting and adapting my language appropriately for a range of audiences and purposes, conveying meaning effectively to the audience.

   • I can convey meaning convincingly in a range of contexts so that the audience is fully engaged.

   • I can sustain a convincing point of view, anticipating and responding to other perspectives.

   Progression step 5

   • I can speak fluently and confidently, using a range of techniques, expressions and gestures.

   • I can present ideas and issues to meet the demands of different audiences.

   • I can speak from a range of convincing perspectives to meet the demands of different situations, contexts and purposes.

Source: 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).