Technical competence requirement for basic posts in retail industry—Loss prevention guard
Some standard content:
ICS 03. 100. 01
Registration number: 25506-2009
People's Republic of China domestic trade industry standard SB/T 10512.3—2008
Technical competence requirement for hasic posts in retail industry-Loss prevention guard
Published on December 29, 2008
Ministry of Commerce of the People's Republic of China
Implementation on August 1, 2009
2 Terms and definitions
3 Basic requirements
Skills and knowledge requirements
5 Training, assessment and certification
Appendix A (Informative Appendix) Training, assessment and certification 10512.3—2008
The appendix to this standard is for informational purposes only. Foreword
This standard is proposed and managed by the Ministry of Commerce of the People's Republic of China. 10512.3--2008
The main contributors to this standard are: Shenzhen Retail Industry Association, China Resources Home Furnishing Co., Ltd., New Yijia Supermarket Co., Ltd., and Wal-Mart (China) Investment Bank Co., Ltd.
The main drafters of this standard are: Ding Jianjiang Zhihua, Huang Zhi, Cheng Jijun, and Wang Yuxiong. SB/T10512.3—2008
With the rapid expansion of retail chain enterprises, the shortage of human resources in the retail industry has become an important factor restricting the rapid development of enterprises. For a long time, due to the high turnover of grassroots employees in retail enterprises and the lack of standardized training and assessment mechanisms for grassroots employees, the skills of grassroots employees are uneven, which increases the cost of recruitment, evaluation, and assessment, making it difficult to adapt to the needs of industry development. This standard is based on some of the top 100 national chain stores and other retail enterprises with relatively fast development and high management level in our modern retail industry. By collecting , summarize, organize, and refine the skills and corresponding business knowledge that loss prevention personnel in retail stores should master, comprehensively consider the job functions of loss prevention personnel in major formats such as department stores and supermarkets, appropriately refer to the requirements of some foreign-funded enterprises for grassroots employees in retail stores, summarize the advanced practices of multiple enterprises, and consider the various laws and regulations of the country on the retail industry. The skills and corresponding business knowledge that loss prevention personnel in retail stores should master are proposed, and specific suggestions are made on the training and assessment of personnel in this position in the appendix, laying a good foundation for retail enterprises to cultivate talents in an orderly manner and support their strategic expansion: 1 Scope
Skill requirements for grassroots positions in the retail industry
This standard specifies the knowledge and skills that loss prevention personnel in retail stores should have. This standard applies to the appraisal and professional training of loss prevention personnel in retail stores. 2 Terms and definitions
The following terms and definitions apply to this standard. 2.1
Loss prevention guard
A person who is engaged in loss prevention work inside and outside the retail store. This position has three levels: primary, intermediate and senior. 2.2
Technical competence requirementsRequirement of technical skills and abilities that employees at the grassroots level of retail stores should have. 2. 3
Standard learning unitOne full hour of learning is one standard learning unit.
3Basic requirements
Loss prevention guard
SB/T 10512.3—2008
Junior, intermediate and senior loss prevention guards should have a high school diploma or above. The public security, demobilized military personnel and other personnel with special security professional skills are not limited to academic qualifications.
4Skills and corresponding business knowledge requirements
4.1Junior loss prevention guard
The qualification shall meet the requirements of Table 1.
Table 1 Skills and corresponding business knowledge requirements for junior loss prevention personnel
Job content
Cashier import and export
Area control
Skill requirements
) Understand the composition of EAS equipment and its operating principle; h) Effectively control customers from bringing similar goods into the supermarket; d) Effectively control customers from taking unpaid goods out of the supermarket; e) Able to maintain the business order of the post. Skills
100 points
Total 10 points
Corresponding business knowledge requirements
Example:
Knowledge of using loss prevention facilities and equipment.
Commodity-related knowledge:
Mall management-related knowledge,
SB/T 10512.3—2008
Work content
Removal of goods receiving area!
Storage vehicle
Fire fighting
Table 1 (continued)
Skill requirements
a) Able to register the supplier's delivery personnel and prevent the light-related personnel from entering the goods area!
h) Able to check all items (garbage, goods, equipment) in the goods receiving department according to regulations:
) Able to check the goods acceptance according to regulations to prevent delivery fraud; d) Able to supervise the delivery of various goods according to the process e) Able to command the delivery vehicles to stop and change, maintain the office order of the work station, and prevent the occurrence of safety accidents;
F) Able to guard the acceptance of goods and make them safe:) Able to protect the safety of surrounding equipment and facilities. a) Able to park vehicles correctly and maintain parking lot order; 15) Able to effectively maintain parking lot equipment and prevent them from being damaged; 2) Able to report to superiors in time when special situations occur; 3) Able to supervise shopping carts and shopping malls; 4) Able to timely report to superiors when there are no fire hazards; 5) Able to select and use common fire extinguishers according to the nature of the burning materials; 6) Able to quickly and accurately report to superiors when a fire occurs; 7) Able to guide passengers in time when major fire damage occurs; 8) Able to rescue people when necessary.
2) Able to report emergencies to relevant leaders as soon as possible and accurately describe the process of their occurrence;
b) Able to control the escalation of the situation through necessary communication according to regulations;
Event handling ||tt| ... HTTKAONIKAca
190 points
Total 10 points
Total 20 points
Total 13 points
Relevant business knowledge requirements
Mall delivery and loan management;
Commodity acceptance procedures and acceptance
verification,
Prevention of delivery fraud methods;
Knowledge of the transportation and guarantee of special commodities.
Knowledge of commodity loss,
Study:
Knowledge of motor vehicle command parking,
Use of parking facilities and equipment.
Familiar with:
Knowledge related to traffic safety.
Foreign Language:
Mall layout and fire evacuation
Routes:
Mall fire fighting and fire fighting focus:
Customer guidance and rescue knowledge;
Emergency fire prevention and other security knowledge.
Fire-related laws and regulations.
Learning:
Health-related knowledge:
Research and incident handling common sense,
Familiar with:
Theft, anti-base, anti-poisoning, anti-terrorism and other prevention knowledge!
Criminal Law, Civil Law, Cold Security Management Office
Penalties Regulations and other laws and regulations related
Articles.
Master:
Site protection knowledge:
Emergency knowledge and practice.
Three-level content
Technical security equipment
Table 1 (thread)
Skills required
s) Able to master the performance of various commonly used alarm devices; 1) Able to respond to the various alarms and prompts.
2) Able to serve customers and suppliers according to etiquette standards; b) Able to master various queue movements;
Etiquette and appearance; Able to standardize the appearance of the dresser. 4.2 Intermediate Loss Prevention Officers
On the basis of combining Table 1, they should comply with the requirements of Table 2. Assessment
icu points
Total 10 points
Total 10 points
Table 2 Intermediate Loss Prevention Officers' Skills and Corresponding Business Knowledge Requirements Assessment
Work Area
Plain Clothes
Monitoring Room
Skill Requirements
a) Able to carry out work in accordance with the mall's loss prevention regulations as a customer; 6) Able to timely discover various suspicious and abnormal business situations in various areas of the mall; e) Able to track and report internal and external theft and theft behaviors in a timely manner; (1) Able to take anti-theft measures for easily stolen goods; Able to regularly spot check the inventory of goods and the execution of the operation process of the counter group in the jurisdiction, the shelf life of illegal goods or food, and urge them to reduce consumption;
Able to handle emergency situations and report them in a timely manner. a> Able to operate and use monitoring equipment,
b) Able to monitor the changing situation through closed-circuit video, and report any abnormality immediately;
c) Able to maintain the safe operation of monitoring equipment:
d) Able to monitor the door control alarm,
c) Able to keep handover records;
f) Able to keep video materials.
100 points
Total 15 points
Total 10 points
SD/T 10512.3—2008
Corresponding business knowledge requirements
Knowledge of using temporary equipment;
Security related knowledge,
Option:
Customer service etiquette.
Familiar with:
Consumer rights protection and other laws and regulations related to provisions.
Corresponding business knowledge requirements
Responsibilities of the clothing attendant.
Authority;
Knowledge related to commodity consumption control.
Food safety and other related laws and regulations.
Knowledge of commodity categories,
Master:
Knowledge of market layout:
Knowledge of monitoring equipment use and simple maintenance:
Operation procedures of the video room
SB/T 10512.3—2008
Job content
Table 2 (Thread)
Ability to perform service desk return/exchange
a) Able to supervise and inspect the cashier's change/exchange work, handle and report any situation in a timely manner, b) Able to monitor and verify the cashier's correction, cancellation, return and other collection work:
Able to conduct general inspection of the cashier's standby funds according to regulations; Cashier chain temporary abandonment
Mall fire protection||tt ||Safety Management
Technical Security Facilities
On-site ProtectionwwW.bzxz.Net
Emergency Events
1) Can check according to regulations, confirm the wrong price, wrong code goods, and inform the relevant departments to improve:
Can timely discover cashier mistakes and report to superiors for processing; ) Statistical analysis and production of cashier monitoring results; 1) Supervise the normal sales activities of the mall according to regulations: i) Assist the cashier to handle customer complaints.
Can assist in the organization of evacuation, emergency protection, rescue, emergency inspection, etc.: b) Can timely discover fire hazards and propose feasible temporary improvements: ) Proficient in using the commonly used fire-fighting equipment in the mall. a) Able to skillfully control and use technical defense facilities; b) Able to conduct risk prevention and modification of various commonly used technical defense facilities and equipment;
) Quickly identify the scope of the incident;
b) Able to guide the senior loss prevention personnel to do a good job in the protection of the incident;
Able to accurately describe and report the incident and cooperate with the investigation;
Able to conduct necessary visits and find relevant persons and parties. a) Able to cooperate with the on-site security personnel to jointly control the development of the incident;
Able to cooperate with the public security agency or insurance company to determine the cause, process and fault liability of the incident;
Able to use emergency avoidance, legitimate defense, evidence protection and other legal concepts to protect customers, shopping malls and personal defense;
Able to effectively prevent illegal and irregular behaviors from happening in shopping malls. HTKAONKAca
100 points
Total 15 points
Total 15 points
Total 10 points
Knowledge of store business:
Cashier operation procedures;
Return and exchange procedures;
Promotion management procedures:
Customer complaint handling procedures and
skills.
Knowledge of product barcodes;
Knowledge of product price tags:
Common order management knowledge,
Fire safety skills and
Knowledge of the use of common fire equipment and facilities.
Master:
The use and maintenance knowledge of fire protection and security equipment.
Knowledge related to on-site protection.
Example:
Knowledge related to emergency response and skills.
Understand,
Knowledge related to insurance market reporting and management;
Civil Law, Criminal Law, Public Security Management and Punishment System and other relevant laws and regulations.
Job content
Customer service
Lose control
Risk control
Table 2 (continued)
Skill requirements
Be able to respond to customer questions in a timely and rapid manner, and give appropriate solutions within the scope allowed.
a) Be able to participate in inventory review and report problems in a timely manner; b) Be able to remind the cabinet group of the products that are about to expire. a) Able to timely discover the safety and stability of the management area and urge rectification; b) Able to take timely measures to avoid accidents caused by internal factors.
4.3 Senior loss prevention personnel (who can serve as foreman) shall comply with the provisions of Table 3 on the basis of meeting the requirements of Table 1 and Table 2. Test
1c0 points
Total 10 points
Total 10 points
Table 3 Skills and corresponding business knowledge requirements for senior loss prevention personnel Test
Work plan
Work with integrity
Skill requirements
2) Able to implement the department work plan as required; b) Able to observe the work and rest of the employees in this class; d) Able to hold regular meetings before and after work as required; d) Able to assist department leaders in conducting safety and fire protection knowledge training for employees training and anti-theft skills;
) Can give on-site corrections to employees' irregular work; f) Can organize regular team training activities;
) Can help the staff of this class to carry out fire prevention, theft prevention, anti-installation, environmental protection, self-disaster prevention, anti-investment, anti-intimidation and other security work as required; h) Can timely discover safety hazards in the mall and make good arrangements; Can communicate with relevant departments and customers in time when an accident occurs; ) Can understand the duty status of each loss prevention post on time and record it; k> Can help the staff of this class to do a good job of clearing the venue after the business station is closed. a) Can assist in internal integrity investigations:
i) Can timely discover the dishonest behavior of employees and suppliers; ) Can carry out integrity education and publicity for employees under the jurisdiction; Can discover abnormal signs such as goods and price tags and report them. School
100 points
Total 40 points
Total 15 points
SB/T 10512.3—2008
Corresponding business knowledge requirements
Maintain:
Customer channeling skills.
Salt-point procedures and related knowledge.
Understand:
Product quality related knowledge.
Master:
Shopping mall safety committee supervision knowledge,
Shopping mall single-handed handling procedures.
Corresponding business knowledge should be mastered:
Knowledge related to team building;
Knowledge related to commodity and mall management
Knowledge related to commodity and mall safety:
Knowledge related to crisis management;
Knowledge related to training,
Knowledge related to training instructions,
Knowledge related to labor contract law.
Knowledge related to loss investigation.
Familiar with:
Common sense related to criminal psychology;
Relevant provisions of relevant laws such as criminal law, criminal prosecution, etc.
SB/T 10512.3—2008
Job Content
Personnel Training!
Loss Control
Risk Control
Table 3 (Continued)
Skill Requirements
a) Able to organize training and physical training activities as required; b) Able to assist departments in conducting relevant training and assessment of loss prevention personnel; () Able to organize various emergency drills as required. a) Able to monitor the implementation of anti-theft measures for key commodities, timely discover hidden dangers of easy theft and loss, and propose rectification measures; b) Able to follow up and report abnormalities found in the inventory review of Liumen 1 store in a timely manner:
c) Able to promptly discover and take measures to prevent internal, external and gang theft; d) Able to control the financial security of the store. iii) Able to provide shopping mall safety training and communication to non-department employees according to the requirements:
b) Able to timely eliminate various safety hazards and prevent safety disputes from happening:
) Able to properly handle customer complaints or public security incidents to avoid the escalation of the situation!
) Able to implement the fire emergency plan for the relevant department. 5 Training, assessment and issuance of certificates
Loss prevention personnel shall meet the requirements of Chapter 3 and Chapter 4 respectively. 5. 2 Training, assessment and issuance of certificates are shown in Appendix A. HTKAONIKAca
100 points
15 points
Total 15 points
Apply to the business knowledge requirements
Master:
Queue training related knowledge:
Various fire and emergency drills
Skills:
Training related knowledge,
Fire prevention related procedures
Inventory procedures and related knowledge,
Be familiar with:
Shopping mall counter operation procedures:
Commodity related knowledge:
Food safety related knowledge;
Warehouse book related knowledge.
Grasp:
Shopping mall safety management identification:
Crisis related knowledge:
Customer complaint handling skills;
Safety protection organization emergency related
Knowledge.
A.1 Theoretical training and on-the-job training
A, 1.1 Theoretical training
No less than 48 standard hours for primary level,
No less than 24 standard hours for intermediate level,
No less than 24 standard hours for senior level.
A.1.2 On-the-job training
Appendix A
(Informative Appendix)
Training, assessment and issuance of certificates
SB/T 10512.3—2008
Employees who are to be promoted to junior and senior loss prevention officers shall be selected by higher-level loss prevention officers: - On-the-job internship, in which junior employees may be trained for no less than 10 hours. After the training is completed, the trainer shall evaluate whether the junior employee can work independently or temporarily cannot work independently; for those who cannot work independently, the department head shall give a recommendation for continuing the training, and those who are not suitable for the post or are not suitable for promotion in the current position:
A.2 Training teachers
A.2.1 Theoretical training
A,2,1.1 Those who have a bachelor's degree or above in humanities and have been engaged in loss prevention-related post management for more than two years, Can be appointed as a theoretical trainer for loss prevention personnel
A.2.2 Skill operation training
A.2.2.1 Those who have a secondary technical school degree or above and have worked in loss prevention related positions for more than two years can be appointed as a trainer for the skill operation related subjects of the first-level loss prevention personnel;
A.2.2.2 Those who have a secondary technical school degree or above and have worked in loss prevention related positions for more than one year can be appointed as a trainer for the skill operation related subjects of the intermediate loss prevention personnel;
A.2.2.3 Those who have a secondary technical school degree or above and have worked in loss prevention related positions for more than four years can be appointed as a trainer for the skill operation related subjects of the senior loss prevention personnel.
A.3 Assessment||tt ||A.3.1 Written Examination
The assessment of primary, intermediate and senior loss prevention officers shall include the corresponding business knowledge described in Table 1, Table 2 and Table 3 respectively. The written examination shall be based on a 100-point system, and those with a score of 60 or above shall be qualified. The assessment time is 90 minutes. A.3.2 Practical Operation Assessment
The assessment of primary, intermediate and commercial loss prevention officers shall include the skill requirements described in Table 1, Table 2 and Table 3 respectively. The assessment shall be based on a T-point system, and those with a score of 60 or above shall be qualified. The assessment time shall not be less than 60 minutes. A.4 Loss Prevention Officer Certificate
A,4,1 New employees who have passed the assessment can apply for a primary loss prevention officer certificate, and those with the certificate shall be required to attend the A,4.2 Primary Loss Prevention Officer Certificate Must have worked for more than one year, and be able to fully master and flexibly apply the skills and knowledge of primary and secondary loss prevention personnel, have outstanding performance, and according to the requirements of this standard for intermediate loss prevention personnel, after training and passing the assessment, can apply for the intermediate loss prevention personnel certificate and work with the certificate. 7
SB/T10512.3—2008
A4.3 Intermediate loss prevention personnel must have worked for more than one year, and be able to fully master and flexibly apply the knowledge of primary and intermediate loss prevention personnel, have outstanding work performance, have certain management and coordination skills, and have good communication and adaptability. According to the requirements of this standard for senior loss prevention personnel, after training and passing the assessment, can apply for the senior loss prevention personnel certificate. Work with the certificate. TKAONi KAca2 Practical operation assessment
The assessment for primary, intermediate and commercial loss prevention personnel shall include the content described in the skill requirements in Table 1, Table 2 and Table 3 respectively. The assessment adopts the T-point system, and those with a score of 60 points or more are qualified. The assessment time is not less than 60 minutes. A.4 Loss prevention officer certificate
A, 4, 1 New employees can apply for a primary loss prevention officer certificate after passing the assessment, and hold the certificate to work. A, 4.2 A primary loss prevention officer must have worked for more than one year, and can fully master and flexibly apply the skills and knowledge of a primary loss prevention officer, and have outstanding performance. According to the requirements of the intermediate loss prevention officer of this standard, those who have passed the training and assessment can apply for an intermediate loss prevention officer certificate and hold the certificate to work. 7
SB/T10512.3—2008
A4.3 Intermediate loss prevention personnel must have worked for more than one year, and be able to fully master and flexibly apply the knowledge of primary and intermediate loss prevention personnel, have outstanding work performance, certain management and coordination skills, and good communication and adaptability. According to the requirements of senior loss prevention personnel in this standard, those who have passed the training and assessment can apply for the senior loss prevention personnel certificate. They can work with the certificate. TKAONi KAca2 Practical operation assessment
The assessment for primary, intermediate and commercial loss prevention personnel shall include the content described in the skill requirements in Table 1, Table 2 and Table 3 respectively. The assessment adopts the T-point system, and those with a score of 60 points or more are qualified. The assessment time is not less than 60 minutes. A.4 Loss prevention officer certificate
A, 4, 1 New employees can apply for a primary loss prevention officer certificate after passing the assessment, and hold the certificate to work. A, 4.2 A primary loss prevention officer must have worked for more than one year, and can fully master and flexibly apply the skills and knowledge of a primary loss prevention officer, and have outstanding performance. According to the requirements of the intermediate loss prevention officer of this standard, those who have passed the training and assessment can apply for an intermediate loss prevention officer certificate and hold the certificate to work. 7
SB/T10512.3—2008
A4.3 Intermediate loss prevention personnel must have worked for more than one year, and be able to fully master and flexibly apply the knowledge of primary and intermediate loss prevention personnel, have outstanding work performance, certain management and coordination skills, and good communication and adaptability. According to the requirements of senior loss prevention personnel in this standard, those who have passed the training and assessment can apply for the senior loss prevention personnel certificate. They can work with the certificate. TKAONi KAca
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