Marketing and Sales Management

LEVEL – II

TVET CURRICULUM
Based on December 2021 (V- I) Occupational
standard (OS)

MARCH, 2022
Addis Abeba, ETHIOPIA
 Preface

The reformed TVET-System is an outcome-based system. It utilizes the needs of the labor
market and occupational requirements from the world of work as the benchmark and standard
for TVET delivery. The requirements from the world of work are analyzed and documented
taking into account international benchmarking as occupational standards (OS).

In the reformed TVET-System, curricula and curriculum development play an important role
with regard to quality driven TVET-Delivery. Curricula help to facilitate the learning process
in a way, that trainees acquire the set of occupational competences (skills, knowledge and
attitude) required at the working place and defined in the occupational standards (OS).
Responsibility for Curriculum Development will be given to the Regional TVET-Authorities
and TVET-Providers.

This curriculum has been developed by a group of professional experts from different
Regional TVET Bureaus, colleges, Industries, Institutes and universities based on the
occupational standard for Marketing and Sales Management level II

It has the character of a model curriculum and is an example on how to transform the
occupational requirements as defined in the respective Occupational Standard into an
adequate curriculum.

The curriculum development process has been actively supported and facilitated by Ministry
of Labor and Skills.

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Ministry of Labor and Skills Management March, 2022
Level- II
 TVET-Program Design
1.1. TVET-Program Title: Marketing & Sales Management Level II
1.2. TVET-Program Description
The Program is designed to develop the necessary knowledge, skills and attitude of the
trainees to the standard required by the occupation. The contents of this program are in line
with the occupational standard. The Trainees who successfully completed the Program will
be qualified to work as a Marketer & Sales Person with competencies elaborated in the
respective OS. Graduates of the program will have the required qualification to work in the
labor and social affairs sector in the field of Marketing and Sales Management.

The prime objective of this training program is to equip the Trainees with the identified
competences specified in the OS. Graduates are therefore expected to Understand and
undertake marketing activities , Determine and Maintain Business Resources, Deliver
Customer service, Process customer Compliant, Apply Business Technology , Merchandise
Products , Provide Marketing and Promotion Program Support and Apply 5S Procedures in
accordance with the performance criteria and evidence guide described in the OS.

1.3. TVET-Program Training Outcomes

The expected outputs of this program are the acquisition and implementation of the following
units of competences:
LSA MSM2 01 1221 Understand and undertake marketing activities
LSA MSM2 02 1221 Determine and Maintain Business Resources
LSA MSM2 03 1221 Deliver Customer service
LSA MSM2 04 1221 Handle customer Compliant
LSA MSM2 05 1221 Apply Business Technology
LSA MSM2 06 1221 Merchandise Products
LSA MSM2 07 1221 Provide Marketing and Promotion Program Support
LSA MSM2 08 1221 Apply 5S Procedures

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Ministry of Labor and Skills Level- II March, 2022
 1.4. Duration of the TVET-Program
The Program will have duration of 539 hours including the on school/ Institution training
and on-the-job practice or cooperative training time. Such cooperative training based on
realities of the industry, nature of the occupation, location of the TVET institution, and other
factors will be considered in the training delivery to ensure that trainees acquire practical and
workplace experience.

TVET Institution Cooperative Total Remarks

No training training hours
Unit competency
Theory Practical
Understand and undertake 28 20 46 94
1.
marketing activities
Determine and Maintain 9 6 20 35
2.
Business Resources
3. Deliver Customer service 6 6 14 28
4. Handle Customer Compliant 30 14 49 100
5. Apply Business Technology 21 15 49 85
6. Merchandise Products 24 17 39 80
Provide Marketing and
7. 21 28 20 69
Promotion Program Support
8. Apply 5S Procedures 12 8 28 48

9. Total calculated hrs. 151 121 267 539

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Ministry of Labor and Skills Management March, 2022
Level- II
 1.5. Qualification Level and Certification
Based on the descriptors elaborated on the Ethiopian National TVET Qualification
Framework (NTQF) the qualification of this specific TVET Program is Level II.

The trainee can exit after successfully completing the modules in one level and will be
awarded the equivalent institutional certificate on the level completed. However, only
institutional certificate of training accomplishment will be awarded.

1.6. Target Groups

Any citizen with or without disability who meets the entry requirements under items and
capable of participating in the training activities is entitled to take part in the Program.

1.7 Entry Requirements

The prospective participants of this program are required to possess the requirements or
directive of the Ministry of Labor and Skills.

1.8 Mode of Delivery

This TVET-Program is characterized as a formal Program on middle level technical skills.
The mode of delivery is co-operative training. The time spent by the trainees in the real work
place/ industry will give them enough exposure to the actual world of work and enable them
to get hands-on experience.

The co-operative approach will be supported with school-based lecture-discussion, simulation

and actual practice. These modalities will be utilized before the trainees are exposed to the
industry environment.

Hence based on the nature of the occupation, location of the TVET institutions, and interest
of the industry alternative mode of cooperative training such as apprenticeships, internship
and traineeship will be employed. In addition, in the areas where industry is not sufficiently
available the established production and service centers/learning factories in TVET
institutions will be used as cooperative training places. The Training-Institution and identified
companies have forged an agreement to co-operate with regard to the implementation of this
program.

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Ministry of Labor and Skills Management March, 2022
Level- II
 1.9. TVET-Program Structure
Duration (In
Unit of Competence Module Code & Title Training Outcomes
Hours)
LSA MSM2 01 1221 Understand and LSA MSM2 M01 0322 Understanding and  Collect marketing information 94
undertake undertaking marketing  Plan marketing mix activities (7ps)
marketing activities  Implement marketing activities
activities  Review marketing activities

LSA MSM2 02 1221 Determine and LSA MSM2 M02 0322 Determining and Maintain  Advise on resource requirements 35
Maintain Business Business Resources  Monitor resource usage and
Resources maintenance
 Acquire resources
LSA MSM2 031221 Deliver Customer LSA MSM2 M03 0322 Delivering Customer  Establish contact with customers 28
Service service  Identify customer needs
 Deliver Customer Service
 Register and submit customer feedback
 Close sales
 Input sales records
 Provide sales support where required
LSA MSM2 04 1221 Handle customer LSAMSM2 M04 0322 Handling customer  Receives complaints 100
Compliant Compliant  Process complaints
 Resolve complaints
 Refer complains
 Exercise judgment to resolve customer
service issues
LSA MSM2 05 1221 Apply Business LSA MSM2 M05 0322 Applying Business  Select and use technology 85
Technology Technology  Process and organize data
 Maintain technology

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Ministry of Labor and Skills Management March, 2022
Level- II
LSA MSM2 06 1221 Merchandise LSA MSM2 M06 0322 Merchandising  Plan and Prepare for work 80
Products Products  Prepare surfaces
 Apply finishing materials
 Clean work area and maintain
equipment
LAS MSM 2 07 1221 Provide LAS MSM2 M07 0322 Providing Marketing  Confirm promotional and marketing 69
Marketing and and Promotion activities
 Respond to enquiries on promotional
Promotion Program Support and marketing activities
Program Support  Support marketing and promotional
programs
LSA MSM2 08 1221 Apply 5S LSA MSM2 M08 0322 Applying 5S  Develop understanding of quality 50
Procedures Procedures system
 Sort needed items from unneeded
 Set workplace in order
 Shine work area
 Standardize activities
 Sustain 5S system
*The time duration (Hours) indicated for the module should include all activities in and out of the TVET institution.

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Ministry of Labor and Skills Management March, 2022
Level- II
 1.10 Institutional Assessment
Two types of evaluation will be used in determining the extent to which training outcomes
are achieved. The specific training outcomes are stated in the modules. In assessing them,
verifiable and observable indicators and standards shall be used.

The formative assessment is incorporated in the training modules and form part of the
training process. Formative evaluation provides the trainee with feedback regarding success
or failure in attaining training outcomes. It identifies the specific training errors that need to
be corrected, and provides reinforcement for successful performance as well. For the teacher,
formative evaluation provides information for making instruction and remedial work more
effective.

Summative Evaluation the other form of evaluation is given when all the modules in the
program have been accomplished. It determines the extent to which competence have been
achieved. And, the result of this assessment decision shall be expressed in the term of
institutional Assessment implementation guidelines..

Techniques or tools for obtaining information about trainees’ achievement include oral or
written test, demonstration and on-site observation.

1.11 TVET Teachers Profile

The teachers conducting this particular TVET Program are B Level and above who have
satisfactory practical experiences or equivalent qualifications.

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Ministry of Labor and Skills Management March, 2022
Level- II
 LEARNING MODULE 01

TVET-PROGRAMME TITLE: Marketing and Sales Management Level II

MODULE TITLE: Understanding and undertaking marketing activities
MODULE CODE: LSA MSM2 M01 0322
NOMINAL DURATION: 94 Hours
MODULE DESCRIPTION: This module covers the competence required to plan, implement and
manage basic marketing mix (7p) and promotional activities.
LEARNING OUTCOMES
At the end of the module the trainee will be able to:
LO1. Collect marketing information
LO2. Plan marketing mix activities (7p’s)
LO3. Implement marketing activities
LO4. Review marketing activities
MODULE CONTENTS:
LO1. Collecting marketing information
1.1 Marketing concepts
1.2 Identifying and analysing organizations marketing plan
1.3 Identifying the need for marketing activities
1.4 Investigating marketing plan
1.5 Identifying target market profile
1.6 Identifying positioning and market mix
1.7 Identifying expected outcomes
LO2. Planning marketing mix activities (7p’s)

2.1 Collecting basic marketing information

2.2 Developing and documenting work plans

2.3 Obtaining approval of plans

LO3. Implementing marketing activities

3.1 Determining work plan activities resources

3.2 Undertaking marketing activities

3.3 Assigning and Assisting responsibilities functions

3.4 Monitoring marketing activities

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Ministry of Labor and Skills Management March, 2022
Level- II
 3.5 Reviewing and amending activity plan
LO4. Reviewing marketing activities
4.1 Measuring and recording outcomes
4.2 Reviewing marketing activities and recording improvements
4.3 Preparing and communicating reports

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Ministry of Labor and Skills Management March, 2022
Level- II
 Learning Methods:
For none Reasonable Adjustment for Trainees with Disability (TWD)
impaired
trainees Low Vision Deaf Hard of hearing Physical impairment

Lecture-  Provide large print text  Assign sign language interpreter  Organize the class  Organize the class room seating
discussion  Prepare the lecture in Audio/video  Arrange the class room seating to room seating arrangement to be accessible for
 Organize the class room seating arrangement be conducive for eye to eye arrangement to be wheelchairs users.
to be accessible to trainees contact accessible to trainees  Facilitate and support the
 Write short notes on the black/white board  Make sure the luminosity of the  Speak loudly trainees who have severe
using large text light of class room is kept  Ensure the attention impairments on their upper
 Make sure the luminosity of the light of class  Introduce new and relevant of the trainees limbs to take note
room is kept vocabularies  Present the lecture in  Provide Orientation on the
 Use normal tone of voice  Use short and clear sentences video format physical feature of the work
 Encourage trainees to record the lecture in  Give emphasis on visual lecture  Ensure the attention shop
audio format and ensure the attention of the of the trainees
 Provide Orientation on the physical feature of trainees
the work shop  Avoid movement during lecture
 Summarize main points time
 Present the lecture in video format
 Summarize main points
Demonstration  Conduct close follow up  use Sign language interpreter  Illustrate in clear &  Facilitate and support the
 Use verbal description  Use video recorded material short method trainees having severe upper
 Provide special attention in the process of  Ensure attention of the trainees  Use Video recorded limbs impairment to operate
guidance  Provide structured training material equipment/ machines
 facilitate the support of peer trainees  Show clear and short method  Ensure the attention of  Assign peer trainees to assist
 Prepare & use simulation  Use gesture the trainees  Conduct close follow up
  P  P
rovide tutorial support rovide tutorial support rovide tutorial support
(if necessary) (if necessary) (if necessary

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Ministry of Labor and Skills Management March, 2022
Level- II
 Group  Facilitate the integration of trainees with  Use sign language interpreters  Facilitate the  Introduce the trainees with their
discussion group members  Facilitate the integration of integration of trainees peers
 Conduct close follow up trainees with group members with group members
 Introduce the trainees with other group  Conduct close follow up  Conduct close follow
member  Introduce the trainees with other up
 Brief the thematic issues of the work group member  Introduce the trainees
with other group
member
 Inform the group
members to speak
loudly
Exercise  Conduct close follow up and guidance  Conduct close follow up and  Conduct close follow  Assign peer trainees
 Provide tutorial support if necessary guidance up and guidance  Use additional nominal hours if
 provide special attention in the process  Provide tutorial support if  Provide tutorial necessary
necessary support if necessary
 provide special attention in the  provide special
process/practical training attention in the
 Introduce new and relevant process/ practical
vocabularies training
 prepare the assignment questions in large text  Use sign language interpreter  Provide briefing
Individual  Encourage the trainees to prepare and submit  Provide briefing /orientation on /orientation on the
assignment the assignment in large texts the assignment assignment
 Make available recorded assignment questions  Provide visual recorded material  Provide visual
 Facilitate the trainees to prepare and submit recorded material
the assignment in soft or hard copy

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Ministry of Labor and Skills Management March, 2022
Level- II
 ASSESSMENT CRITERIA:
LO.1 Collect marketing information

 Research the concept of marketing as it applies to the organisation

 Identify and analyse organisation's marketing plan and relevant policies and procedures
 Identify need for marketing activities from the established marketing plan
 Investigate previous marketing activities for relevant information
 Identify profile of the market segment
 Identify positioning and market mix for each target segment
 Identify outcomes expected from marketing activities
LO.2 Plan marketing mix activities

 Undertake analysis of collected basic marketing information on (7 p’s) product, price,

place, promotion, people, process and physical evidence.
 Develop and document work activity plans for marketing activities
 Obtain approval of plans from relevant enterprise personnel
LO.3 Implement marketing activities

 Determine and access resources required for work plan activities

 Undertake marketing activities within job role
 Assist with assigning responsibilities and functions to relevant personnel performing
specific marketing functions
 Monitor marketing activities, and review and amend activity plan as required
LO.4 Review marketing activities

 Measure and record outcomes of marketing activities using marketing resources.

 Review marketing activities against expected outcomes and record identified
improvements
 Prepare reports of marketing activities and communicate to relevant enterprise
personnel

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Ministry of Labor and Skills Management March, 2022
Level- II
 Annex: Resource Requirements

LSA MSM 2 M01 0322 Understanding and undertaking marketing activities

Item Category/Item Description/ Quantity Recommended Ratio

No. Specifications (Item: Trainee)
A. Learning Materials
prepared by the
1. TTLM 25 1:1
trainer
2. Reference Books
Philip Kotler ,14th
2.1 Principles of Marketing 5 1:5
edition
Journal of Marketing
3. Journals/Publication/Magazines management ,Volume 5 1:5
37(2021)
Learning Facilities &
B.
Infrastructure
1. Class room 7m*8m 1 1:25
2. White board & Black board 1.10 m*1.90m 1 1:25
3 Library 12m*15m 1 1:25
C. Consumable Materials
1. Marker Packed 1 1:25
2. Paper A3 25 1:1
3. Paper A4 25 1:1
4. Duster Piece 1 1:25
5 Flip chart Piece 1 1:25
D. Tools and Equipment
1. Computer Desktop 5 1:5
2. Projector LCD Projector 1 1:25

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Ministry of Labor and Skills Management March, 2022
Level- II
 LEARNING MODULE 02

TVET-PROGRAMME TITLE: Marketing & Sales Management Level – II

MODULE TITLE: Determining and Maintaining Business Resources

MODULE CODE: LSA MSM2 M02 0322

NOMINAL DURATION: 35 Hours
MODULE DESCRIPTION: This module describes the performance outcomes, skills
and knowledge required to determine, administer and maintain resources and
equipment to complete a variety of tasks.
LEARNING OUTCOMES
At the end of the module the trainee will be able to:
LO1. Advise on resource requirements
LO2. Monitor resource usage and maintenance
LO3. Acquire resources
MODULE CONTENTS:
LO1. Advising on resource requirements

1.1 Estimating and Calculating business resource needs

1.2 Ensuring and making advice for organizational requirements

1.3 Providing effective economical information

1.4 Identifying resource shortages operation

LO2. Monitoring resource usage and maintenance
2.1 Establishing resources handling
2.2 Using business technology
2.3 Using consultation individuals and teams
2.4 Identifying and adhering resource policies
2.5 comparing and Monitoring resource usage
LO3. Acquiring resources
3.1 Ensuring acquisition resources
3.2 identifying resources
3.3 Reviewing resource processes

Page 13 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
 Learning Methods:
For none Reasonable Adjustment for Trainees with Disability (TWD)
impaired
trainees Low Vision Deaf Hard of hearing Physical impairment

Lecture-  Provide large print text  Assign sign language interpreter  Organize the class  Organize the class room seating
discussion  Prepare the lecture in Audio/video  Arrange the class room seating to room seating arrangement to be accessible for
 Organize the class room seating arrangement be conducive for eye to eye arrangement to be wheelchairs users.
to be accessible to trainees contact accessible to trainees  Facilitate and support the
 Write short notes on the black/white board  Make sure the luminosity of the  Speak loudly trainees who have severe
using large text light of class room is kept  Ensure the attention impairments on their upper
 Make sure the luminosity of the light of class  Introduce new and relevant of the trainees limbs to take note
room is kept vocabularies  Present the lecture in  Provide Orientation on the
 Use normal tone of voice  Use short and clear sentences video format physical feature of the work
 Encourage trainees to record the lecture in  Give emphasis on visual lecture  Ensure the attention shop
audio format and ensure the attention of the of the trainees
 Provide Orientation on the physical feature of trainees
the work shop  Avoid movement during lecture
 Summarize main points time
 Present the lecture in video format
 Summarize main points
Demonstration  Conduct close follow up  use Sign language interpreter  Illustrate in clear &  Facilitate and support the
 Use verbal description  Use video recorded material short method trainees having severe upper
 Provide special attention in the process of  Ensure attention of the trainees  Use Video recorded limbs impairment to operate
guidance  Provide structured training material equipment/ machines
 facilitate the support of peer trainees  Show clear and short method  Ensure the attention of  Assign peer trainees to assist
 Prepare & use simulation  Use gesture the trainees  Conduct close follow up
 Provide tutorial support  Provide tutorial  Provide tutorial support
(if necessary) support (if necessary
(if necessary)

Page 14 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
Group  Facilitate the integration of trainees with  Use sign language interpreters  Facilitate the  Introduce the trainees with their
discussion group members  Facilitate the integration of integration of trainees peers
 Conduct close follow up trainees with group members with group members
 Introduce the trainees with other group  Conduct close follow up  Conduct close follow
member  Introduce the trainees with other up
 Brief the thematic issues of the work group member  Introduce the trainees
with other group
member
 Inform the group
members to speak
loudly
Exercise  Conduct close follow up and guidance  Conduct close follow up and  Conduct close follow  Assign peer trainees
 Provide tutorial support if necessary guidance up and guidance  Use additional nominal hours if
 provide special attention in the process  Provide tutorial support if  Provide tutorial necessary
necessary support if necessary
 provide special attention in the  provide special
process/practical training attention in the
 Introduce new and relevant process/ practical
vocabularies training
 prepare the assignment questions in large text  Use sign language interpreter  Provide briefing
Individual  Encourage the trainees to prepare and submit  Provide briefing /orientation on /orientation on the
assignment the assignment in large texts the assignment assignment
 Make available recorded assignment questions  Provide visual recorded material  Provide visual
 Facilitate the trainees to prepare and submit recorded material
the assignment in soft or hard copy

Page 15 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
ASSESSMENT CRITERIA:
LO1. Advise on resource requirements

 Estimates of future and business resource needs are calculated and presented in
accordance with organizational requirements.

 Ensure advice is made clear, concise and relevant to achievement of organizational

requirements.

 Information on the most economical and effective choice of equipment, materials and
suppliers is provided.

 Resource shortages and possible impact on operation are identified.

LO2 .Monitor resource usage and maintenance
 Resource handling is ensured in according with established organizational
requirements including occupational health and safety requirements.
 Business technology is used to monitor and effective use of resources is monitored.
 Consultation with individuals and teams are used to facilitate effective decision
making on the appropriate allocation of resources.
 Relevant policies regarding resource use in the performance of operational tasks are
identified and adhered.
 Resource usage are routinely monitored and compared with estimated requirements in
budget plans
LO3. Acquire resources
 Acquisition and storage of resources are ensured and is in accordance with organizational
requirements, is cost effective and consistence with organizational timelines.
 Resources are acquired within available time lines to meet identified requirements.
 Resource acquisition processes are reviewed to identify improvements in future resource
acquisitions.

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Ministry of Labor and Skills Management March, 2022
Level- II
Annex: Resource Requirements

LSA MSM2 M02 0322 Determining and Maintaining Business Resources

Item Category/Item Description/ Quantity Recommended Ratio
No. Specifications (Item: Trainee)

A. Learning Materials
TTLM prepared by
1. TTLM 25 1:1
the trainer
2. Reference Books
Philip Kotler 14
3.1 Principles of Marketing mkg 5 1:5
edition
Journals/Publication/Magazi ----
---- ----
nes
Learning Facilities &
B.
Infrastructure
1. Lecture room 7m*8m 1 1:25
white bored or black bored 1.10m*1.90m 1 1:25
2. Library 12m*15m 1 1:25
C. Consumable Materials
1. Chock Packet 1 1:25
2 Paper A4 Piece 25 1:25
3 Paper A3 Piece 5 1:5
4 Flip chart Piece 1 1:25
5 Duster Piece 1 1:25
6 Marker (white and jamboo) Packet 4 4:25
D. Tools and Equipment
1. Computer Desktop 5 1:5
2 Projector LCD 1 1:25

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Ministry of Labor and Skills Management March, 2022
Level- II
 LEARNING MODULE 03

TVET-PROGRAMME TITLE: Marketing and Sales Management Level II

MODULE TITLE: Delivering Customer Service
MODULE CODE: LSA MSM 2 M03 0222
NOMINAL DURATION: 28 Hours
MODULE DESCRIPTION: This module describes the performance outcomes, skills and
knowledge required to deliver customer service to process sales enquires requiring basic
solution and to follow up to ensure customer satisfaction. It includes creating a relationship
with customers, identifying their needs, delivering services or products and processing
customer feedback.
LEARNING OUTCOMES
At the end of the module the trainee will be able to:
LO1. Establish contact with customers
LO2. Identify customer needs
LO3. Deliver Customer Service
LO4. Register and submit customer feedback
LO5. Close sales
LO6. Input sales records
LO7. Provide sales support where required
MODULE CONTENTS:
LO1. Establishing contact with customers
1.1 Acknowledging and greeting customer
1.2 Maintaining personal dress and presentation
1.3 Communicating customers interpersonal skill
1.4 Maintaining sensitivity to customer
1.5 Establishing rapport and expressing genuine interest
LO2. Identifying customer needs
2.1 Determining Questioning and active listening
2.2 Assessing customer needs
2.3 Providing information to customer
2.4 Assisting customer preference
2.5 Identifying personal limitations
LO3. Delivering Customer Service

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Ministry of Labor and Skills Management March, 2022
Level- II
 3.1 Identifying customer service
3.2 Providing information problem
3.3 Enhancing opportunities quality service and product
LO4. Registering and submitting customer feedback
4.1 Recognizing and handling customer feedback
4.2 Recording communication and feedbacks
4.3 Identifying unmet customer needs
4.4 Supporting customers services
LO5. Closing sales

5.1 Agreeing on product or service

5.2 Establishing customer preference
5.3 Finalizing documentation
5.4 Negotiating and arranging payment method
5.5 Conducting credit checks
5.6 Recording clearly delivery arrangements
5.7 .Complying with relevant legal documents
LO6. Inputting sales records
6.1 Recording sales
6.2 Amending existing customer
6.3 Initiating invoices
6.4 Organizing delivery/installation
LO7. Providing and requiring sales support
7.1 Verifying customer satisfaction
7.2 Identifying and Initiating action customer needs

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Ministry of Labor and Skills Management March, 2022
Level- II
 Learning Methods:
For none Reasonable Adjustment for Trainees with Disability (TWD)
impaired
trainees Low Vision Deaf Hard of hearing Physical impairment

Lecture-  Provide large print text  Assign sign language interpreter  Organize the class  Organize the class room seating
discussion  Prepare the lecture in Audio/video  Arrange the class room seating to room seating arrangement to be accessible for
 Organize the class room seating arrangement be conducive for eye to eye arrangement to be wheelchairs users.
to be accessible to trainees contact accessible to trainees  Facilitate and support the
 Write short notes on the black/white board  Make sure the luminosity of the  Speak loudly trainees who have severe
using large text light of class room is kept  Ensure the attention impairments on their upper
 Make sure the luminosity of the light of class  Introduce new and relevant of the trainees limbs to take note
room is kept vocabularies  Present the lecture in  Provide Orientation on the
 Use normal tone of voice  Use short and clear sentences video format physical feature of the work
 Encourage trainees to record the lecture in  Give emphasis on visual lecture  Ensure the attention shop
audio format and ensure the attention of the of the trainees
 Provide Orientation on the physical feature of trainees
the work shop  Avoid movement during lecture
 Summarize main points time
 Present the lecture in video format
 Summarize main points
Demonstration  Conduct close follow up  use Sign language interpreter  Illustrate in clear &  Facilitate and support the
 Use verbal description  Use video recorded material short method trainees having severe upper
 Provide special attention in the process of  Ensure attention of the trainees  Use Video recorded limbs impairment to operate
guidance  Provide structured training material equipment/ machines
 facilitate the support of peer trainees  Show clear and short method  Ensure the attention of  Assign peer trainees to assist
 Prepare & use simulation  Use gesture the trainees  Conduct close follow up
 Provide tutorial support  Provide tutorial  Provide tutorial support
(if necessary) support (if necessary
(if necessary)

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Ministry of Labor and Skills Management March, 2022
Level- II
Group  Facilitate the integration of trainees with  Use sign language interpreters  Facilitate the  Introduce the trainees with their
discussion group members  Facilitate the integration of integration of trainees peers
 Conduct close follow up trainees with group members with group members
 Introduce the trainees with other group  Conduct close follow up  Conduct close follow
member  Introduce the trainees with other up
 Brief the thematic issues of the work group member  Introduce the trainees
with other group
member
 Inform the group
members to speak
loudly
Exercise  Conduct close follow up and guidance  Conduct close follow up and  Conduct close follow  Assign peer trainees
 Provide tutorial support if necessary guidance up and guidance  Use additional nominal hours if
 provide special attention in the process  Provide tutorial support if  Provide tutorial necessary
necessary support if necessary
 provide special attention in the  provide special
process/practical training attention in the
 Introduce new and relevant process/ practical
vocabularies training
 prepare the assignment questions in large text  Use sign language interpreter  Provide briefing
Individual  Encourage the trainees to prepare and submit  Provide briefing /orientation on /orientation on the
assignment the assignment in large texts the assignment assignment
 Make available recorded assignment questions  Provide visual recorded material  Provide visual
 Facilitate the trainees to prepare and submit recorded material
the assignment in soft or hard copy

Page 21 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
ASSESSMENT CRITERIA:
LO1. Establish contact with customers
 Customer is acknowledged and greeted in a professional, courteous and concise manner according to
organizational requirements
 Personal dress and presentation are maintained in line with organizational requirements
 Customers are communicated using appropriate interpersonal skills to facilitate accurate and relevant
exchange of information
 Sensitivity is maintained to customer specific needs and any cultural, family and individual differences
 Rapport/relationship is established with customer and a genuine interest in customer needs/requirements
expressed
LO2. Identify customer needs
 Appropriate questioning and active listening are used to determine customer needs
 Customer needs are assessed for urgency to identify priorities for service delivery
 Customer is provided with information about available options for meeting customer needs and customer is
assisted to identify preferred option/s
 Personal limitations are identified in addressing customer needs and assistance is sought from designated
persons where required
LO3. Deliver Customer Service
 Prompt customer service is provided to meet identified needs according to organizational requirements
 Information regarding problems and delays, and follow-up are provided within appropriate timeframes as
necessary
 Customers are communicated in a clear, concise and courteous manner
 Opportunities are identified to enhance the quality of service and products, and take action to improve the
service whenever possible
LO4. Register and submit customer feedback

 Customer feedback is promptly recognized and handled sensitively according to organizational requirements

 Any feedback and communication between customers and the organization are accurately recorded
according to organizational standards, policies and procedures

 Any unmet customer needs are identified and suitability of other products/services is discussed

 Customers are supported to make contact with other services according to organizational policies and
procedures

Page 22 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
 LO5. Close sales

 Agree on product or service to be purchased with the customer

 Establish customer’s preferred purchase and payment arrangements

 Finalize documentation relating to sale and forward to customer for agreement and
signature

 Negotiate and arrange payment method with customer

 Conduct appropriate credit checks

 Clearly record delivery/installation arrangements as agreed with customer

 Comply with relevant legislation, codes, regulations and standards during the contact and
sale

LO6. Input sales records

 Fully record details of sale
 Amend existing customer records where appropriate
 Initiate invoices according to organizational policy
 Organize delivery/installation according to organizational policy
LO7. Provide sales support where required
 Verify customer satisfaction after delivery/installation
 Identify additional action to satisfy customer needs
 Initiate action in an efficient and timely manner

Page 23 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
 Annex: Resource Requirements

LSA MSM2 M 03 0322 Delivering Customer service

Item Category/Item Description/ Quantity Recommended

No. Specifications Ratio
(Item: Trainee)
A. Learning Materials
TTLM prepared
1. TTLM 25 1:1
by the trainer
2. Reference Books
Philip Kotler
3.1 Principles of Marketing 5 1:5
,14th edition
4. Journals/Publication/Magazines ---- ---- ----
Learning Facilities &
B.
Infrastructure
1. Lecture room 7m*8m 1 1:25
2. Library 1.10m*1.90m 1 1:25
3. White or black bored 12m*15m 1 1:25
C. Consumable Materials
1. Chock Packed 1 1:25
2 Paper A4 Piece 25 1:25
3 Paper A3 Piece 5 1:5
4 Flip chart Piece 1 1:25
5 Duster Piece 1 1:25
6 Marker (white and jamboo) Packed 4 4:25
D. Tools and Equipment
1. Computer Desktop 5 1:5
2 Projector LCD 1 1:25

Page 24 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
 LEARNING MODULE 4
Occupational Standard: Marketing and Sales Management Level II
MODULE TITLE: Processing Customer Compliant
MODULE CODE: LSA MSM2 M04 0322
NOMINAL DURATION 100 hour

MODULE DESCRIPTION: This module describes the performance outcomes, skills and knowledge
required to collect, process, solve and refer complains raised by customers in dealing business
transaction.

LEARNING OUTCOMES:
At the end of the module the trainee should be able to:
LO1. Receive complaints
LO2 Process complaints
LO3. Resolve complaints
LO4 Refer complains
LO5 Exercise judgment to resolve customer service issues
MODULE CONTENTS:
LO1. Receiving complaints
1.1 Assessing complaint
1.2 Informing relevant stakeholders
1.3 Documenting customer complaints
LO2. Processing complaints
2.1 Identifying complaints escalation
2.2 Identifying information to resolve compliant
2.3 Preparing information
LO3. Resolving complaints
3.1Identifying implications of complaint
3.1 Analysing options
3.2 Using effective communication options
3.3 Determining Escalating matters
LO4. Referring complaints
4.1 identifying and referring complaints
4.2 investigating report documents
4.3 Following personnel
LO5 Exercising judgment to resolve customer service issues
5.1 Identifying Implications of issues
5.2 Analyzing options
Page 25 of 57 Author/Copyright : Marketing and Sales Version - I
Ministry of Labor and Skills Management March, 2022
Level- II
5.3 Proposing visible options
5.4 Ensuring referring matters

Page 26 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
 Learning Methods:
For none Reasonable Adjustment for Trainees with Disability (TWD)
impaired
trainees Low Vision Deaf Hard of hearing Physical impairment

Lecture-  Provide large print text  Assign sign language interpreter  Organize the class  Organize the class room seating
discussion  Prepare the lecture in Audio/video  Arrange the class room seating to room seating arrangement to be accessible for
 Organize the class room seating arrangement be conducive for eye to eye arrangement to be wheelchairs users.
to be accessible to trainees contact accessible to trainees  Facilitate and support the
 Write short notes on the black/white board  Make sure the luminosity of the  Speak loudly trainees who have severe
using large text light of class room is kept  Ensure the attention impairments on their upper
 Make sure the luminosity of the light of class  Introduce new and relevant of the trainees limbs to take note
room is kept vocabularies  Present the lecture in  Provide Orientation on the
 Use normal tone of voice  Use short and clear sentences video format physical feature of the work
 Encourage trainees to record the lecture in  Give emphasis on visual lecture  Ensure the attention shop
audio format and ensure the attention of the of the trainees
 Provide Orientation on the physical feature of trainees
the work shop  Avoid movement during lecture
 Summarize main points time
 Present the lecture in video format
 Summarize main points
Demonstration  Conduct close follow up  use Sign language interpreter  Illustrate in clear &  Facilitate and support the
 Use verbal description  Use video recorded material short method trainees having severe upper
 Provide special attention in the process of  Ensure attention of the trainees  Use Video recorded limbs impairment to operate
guidance  Provide structured training material equipments/ machines
 facilitate the support of peer trainees  Show clear and short method  Ensure the attention of  Assign peer trainees to assist
 Prepare & use simulation  Use gesture the trainees  Conduct close follow up
  P  P
rovide tutorial support rovide tutorial support rovide tutorial support
(if necessary) (if necessary) (if necessary

Page 27 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
 Group  Facilitate the integration of trainees with  Use sign language interpreters  Facilitate the  Introduce the trainees with their
discussion group members  Facilitate the integration of integration of trainees peers
 Conduct close follow up trainees with group members with group members
 Introduce the trainees with other group  Conduct close follow up  Conduct close follow
member  Introduce the trainees with other up
 Brief the thematic issues of the work group member  Introduce the trainees
with other group
member
 Inform the group
members to speak
loudly
Exercise  Conduct close follow up and guidance  Conduct close follow up and  Conduct close follow  Assign peer trainees
 Provide tutorial support if necessary guidance up and guidance  Use additional nominal hours if
 provide special attention in the process  Provide tutorial support if  Provide tutorial necessary
necessary support if necessary
 provide special attention in the  provide special
process/practical training attention in the
 Introduce new and relevant process/ practical
vocabularies training
 prepare the assignment questions in large text  Use sign language interpreter  Provide briefing
Individual  Encourage the trainees to prepare and submit  Provide briefing /orientation on /orientation on the
assignment the assignment in large texts the assignment assignment
 Make available recorded assignment questions  Provide visual recorded material  Provide visual
 Facilitate the trainees to prepare and submit recorded material
the assignment in soft or hard copy

Page 28 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
ASSESSMENT CRITERIA:
LO1. Receive complaints
 Assess complaint according to organizational policy
 Inform relevant stakeholders that complaint has been receive
 Document customer complaints according to organizational policies and procedures
LO2. Process complaints
 Identify complaints requiring escalation according to organisational policy, and escalate as
required
 Identify additional information requirements to resolve complaints that do not require escalation
 Prepare information for resolving complaint
LO3. Resolve complaints
 Identify implications of complaint for customer and organisation
 Analyse options to resolve customer complaints according to legislation, organisational policies
and codes of practice
 Propose options according to legislative requirements and organisational policies by using
effective communication
 Escalate matters for which a solution cannot be determined to relevant personnel
LO4 Refer complains
 Complaints that require referral to other personnel or external bodies are identified.
 Referrals are made to appropriate personnel for follow-up in accordance with individual level
of responsibility.
 All documents and investigation reports are forwarded.
 Appropriate personnel are followed-up to gain prompt decisions
Lo5 Exercise judgment to resolve customer service issues
 Implications of issues are identified for customer and organization.
 Appropriate options are analyzed, explained and negotiated for resolution with customer.
 Viable options are proposed in accordance with appropriate legislative requirements and
enterprise policies.
 Matters are ensured for which a solution cannot be negotiated are referred to appropriate
personnel.

Page 29 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
Annex: Resource Requirements

Item Description/ Recommended Ratio

Category/Item Quantity
No. Specifications (Item: Trainee)
A. Learning Materials
TTLM Containing: LAP TEST, 5 1:5
1. Information Sheet,
Operation sheet
2 Text Books If Available
3 OHS Policies and Procedures
B. Learning Facilities & Infrastructure
1. Class Room 7m*8m 1 1:25
2 Library 1.10m*1.90m 1 1:25
3 Black and/or White Board 12m*15m 1 1:25
C. Consumable Materials
1. White Board Marker Packet 1 1:25
2. Chalk Packet 1 1:25
3. Flip chart 1 pieces 1 1:25
4. Stationary
D. Tools and Equipment
1 Multimedia projector - LCD 1 1:25
2 Internet server Broadband 1 1:25
Office equipment and
3 Computer 1 1:5
resources

Page 30 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
 LEARNING MODULE 5
Occupational Standard: Marketing and Sales Management Level II
MODULE TITLE: Appling Business Technology
MODULE CODE: LSA M SM2M050322
NOMINAL DURATION: 85 Hrs.

MODULE DESCRIPTION:
This module deals the performance outcomes, skills and knowledge required to select, use
and maintain a range of business technology. This business technology includes the
effective use of computer software to organize information and data related to marketing
activities.

LEARNING OUTCOMES:
At the end of the module the trainee should be able to:
LO1 Select and use technology
LO2. Process and organize data
LO3. Maintain technology

MODULE CONTENTS:
LO1. Selecting and using technology
1.1 Selecting technology and software application
1.2 Adjusting required equipment
1.3 Using and Promoting technology
LO2. Processing and organize data
2.1 identifying and Generating and records
2.2 Operating Input devices
2.3 Storing data
2.4 Using training manuals tools .
LO3. Maintaining technology
3.2 Using technology consumable
3.2 Arranging routine maintenance
3.3 Identifying faults of equipment

Page 31 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
 Learning Methods:
For none Reasonable Adjustment for Trainees with Disability (TWD)
impaired
trainees Low Vision Deaf Hard of hearing Physical impairment

Lecture-  Provide large print text  Assign sign language interpreter  Organize the class  Organize the class room seating
discussion  Prepare the lecture in Audio/video  Arrange the class room seating to room seating arrangement to be accessible for
 Organize the class room seating arrangement be conducive for eye to eye arrangement to be wheelchairs users.
to be accessible to trainees contact accessible to trainees  Facilitate and support the
 Write short notes on the black/white board  Make sure the luminosity of the  Speak loudly trainees who have severe
using large text light of class room is kept  Ensure the attention impairments on their upper
 Make sure the luminosity of the light of class  Introduce new and relevant of the trainees limbs to take note
room is kept vocabularies  Present the lecture in  Provide Orientation on the
 Use normal tone of voice  Use short and clear sentences video format physical feature of the work
 Encourage trainees to record the lecture in  Give emphasis on visual lecture  Ensure the attention shop
audio format and ensure the attention of the of the trainees
 Provide Orientation on the physical feature of trainees
the work shop  Avoid movement during lecture
 Summarize main points time
 Present the lecture in video format
 Summarize main points
Demonstration  Conduct close follow up  use Sign language interpreter  Illustrate in clear &  Facilitate and support the
 Use verbal description  Use video recorded material short method trainees having severe upper
 Provide special attention in the process of  Ensure attention of the trainees  Use Video recorded limbs impairment to operate
guidance  Provide structured training material equipments/ machines
 facilitate the support of peer trainees  Show clear and short method  Ensure the attention of  Assign peer trainees to assist
 Prepare & use simulation  Use gesture the trainees  Conduct close follow up
 Provide tutorial support  Provide tutorial  Provide tutorial support
(if necessary) support (if necessary
(if necessary)

Page 32 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
Group  Facilitate the integration of trainees with  Use sign language interpreters  Facilitate the  Introduce the trainees with their
discussion group members  Facilitate the integration of integration of trainees peers
 Conduct close follow up trainees with group members with group members
 Introduce the trainees with other group  Conduct close follow up  Conduct close follow
member  Introduce the trainees with other up
 Brief the thematic issues of the work group member  Introduce the trainees
with other group
member
 Inform the group
members to speak
loudly
Exercise  Conduct close follow up and guidance  Conduct close follow up and  Conduct close follow  Assign peer trainees
 Provide tutorial support if necessary guidance up and guidance  Use additional nominal hours if
 provide special attention in the process  Provide tutorial support if  Provide tutorial necessary
necessary support if necessary
 provide special attention in the  provide special
process/practical training attention in the
 Introduce new and relevant process/ practical
vocabularies training
 prepare the assignment questions in large text  Use sign language interpreter  Provide briefing
Individual  Encourage the trainees to prepare and submit  Provide briefing /orientation on /orientation on the
assignment the assignment in large texts the assignment assignment
 Make available recorded assignment questions  Provide visual recorded material  Provide visual
 Facilitate the trainees to prepare and submit recorded material
the assignment in soft or hard copy

Page 33 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
ASSESSMENT CRITERIA:
LO1 Select and use technology

 Appropriate technology and software applications are

 Selected to achieve the requirements of the task.

 Workspace, furniture and equipment are adjusted to suit user ergonomic requirements.
 Technology is used according to organizational requirements
 Promotes a safe work environment.
LO2. Process and organize data

 Files and records are identified, opened,

 Generated or amended according to task and organizational requirements.

 Input devices are operated according to organizational requirements.

 Data is stored appropriately and applications are exited without damage or loss of data.
 Manuals, training booklets and/or online help or help-desks are used to overcome basic
difficulties with applications
LO3. Maintain technology

 Used technology consumables

 Identified and replaced in accordance with manufacturer's instructions and organizational

requirements.

 Routine maintenance is carried out and/or arranged to

 Ensure equipment is maintained in accordance with manufacturer's instructions and

organizational requirements.
 Equipment faults are identified accurately and action is taken in accordance with
manufacturer's instructions or fault is reported to designated person

Page 34 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
Annex: Resource Requirements
Item Description/ Recommended Ratio
Category/Item Quantity
No. Specifications (Item: Trainee)
A. Learning Materials
TTLM Containing: LAP TEST, 5 1:5
1. Information Sheet,
Operation sheet
2 Text Books If Available
3 OHS Policies and Procedures
B. Learning Facilities & Infrastructure
1. Class Room 7m*8m 1 1:25
2 Library 1.10m*1.90m 1 1:25
3 Black and/or White Board 12m*15m 1 1:25
C. Consumable Materials
1. White Board Marker Packed 1 1:25
2. Chalk packet 25 25:25
3. Flip chart 1 1 1:25
4. Stationary
D. Tools and Equipment
1 Multimedia projector - LCD 1 1:25

Office equipment and

2 Computer 25 1:1
resources

Page 35 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
 LEARNING MODULE 06

TVET-PROGRAMME TITLE: Marketing & Sales Management Level – II

MODULE TITLE : Merchandising Products
MODULE CODE : LSA MSM2 06 0322
NOMINAL DURATION : .80 Hrs
MODULE DESCRIPTION : This module describes the performance outcomes, skills and
knowledge required to merchandise products within a retail store. It involves the consistent
application of store policies and procedures in regard to displaying, merchandising, and ticketing,
labeling, pricing and storing stock. It also includes the application of correct manual handling,
storage and display techniques according to stock characteristics, industry codes of practice, and
relevant legislation.
LEARNING OUTCOMES
At the end of the module the trainee will be able to:
LO1. Place and arrange merchandise
LO2. Prepare and apply labels and tickets
LO3. Maintain displays
LO4. Protect merchandise
MODULE CONTENTS:

LO1. Placing and arranging merchandise

1.1 Unpacking merchandise

1.2 Placing e-merchandise

1.3 Displaying merchandise

1.4 identifying damage and out-of-date stock

1.5 Placing Stock range

1.6 Rotating stock.

1.7 Ensuring stock presentation

LO2. Preparing and applying labels and tickets

2.1 Preparing labels and tickets

2.2 Using electronic tickets equipment

2.3 Identifying incorrect labels and tickets

Page 36 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
 2.4 Maintaining labels and tickets

2.5 Placing labels and tickets

2.6 Replacing labels and tickets

LO3. Maintaining displays

3.1 displaying unsuitable and out-of-date

3.2 Assisting supervisor display

3.3 Arranging and facing up merchandise

3.4 Maintaining correct pricing information

3.5 Identifying and replenishing stock levels

3.6 Removing excess packaging

LO4. Protecting merchandise

4.1 Identifying and applying correct handling storage

4.2 Appling displaying techniques

Page 37 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
 Learning Methods:
For none Reasonable Adjustment for Trainees with Disability (TWD)
impaired
trainees Low Vision Deaf Hard of hearing Physical impairment

Lecture-  Provide large print text  Assign sign language interpreter  Organize the class  Organize the class room seating
discussion  Prepare the lecture in Audio/video  Arrange the class room seating to room seating arrangement to be accessible for
 Organize the class room seating arrangement be conducive for eye to eye arrangement to be wheelchairs users.
to be accessible to trainees contact accessible to trainees  Facilitate and support the
 Write short notes on the black/white board  Make sure the luminosity of the  Speak loudly trainees who have severe
using large text light of class room is kept  Ensure the attention impairments on their upper
 Make sure the luminosity of the light of class  Introduce new and relevant of the trainees limbs to take note
room is kept vocabularies  Present the lecture in  Provide Orientation on the
 Use normal tone of voice  Use short and clear sentences video format physical feature of the work
 Encourage trainees to record the lecture in  Give emphasis on visual lecture  Ensure the attention shop
audio format and ensure the attention of the of the trainees
 Provide Orientation on the physical feature of trainees
the work shop  Avoid movement during lecture
 Summarize main points time
 Present the lecture in video format
 Summarize main points
Demonstration  Conduct close follow up  use Sign language interpreter  Illustrate in clear &  Facilitate and support the
 Use verbal description  Use video recorded material short method trainees having severe upper
 Provide special attention in the process of  Ensure attention of the trainees  Use Video recorded limbs impairment to operate
guidance  Provide structured training material equipments/ machines
 facilitate the support of peer trainees  Show clear and short method  Ensure the attention of  Assign peer trainees to assist
 Prepare & use simulation  Use gesture the trainees  Conduct close follow up
  P  P
rovide tutorial support rovide tutorial support rovide tutorial support
(if necessary) (if necessary) (if necessary

Page 38 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
 Group  Facilitate the integration of trainees with  Use sign language interpreters  Facilitate the  Introduce the trainees with their
discussion group members  Facilitate the integration of integration of trainees peers
 Conduct close follow up trainees with group members with group members
 Introduce the trainees with other group  Conduct close follow up  Conduct close follow
member  Introduce the trainees with other up
 Brief the thematic issues of the work group member  Introduce the trainees
with other group
member
 Inform the group
members to speak
loudly
Exercise  Conduct close follow up and guidance  Conduct close follow up and  Conduct close follow  Assign peer trainees
 Provide tutorial support if necessary guidance up and guidance  Use additional nominal hours if
 provide special attention in the process  Provide tutorial support if  Provide tutorial necessary
necessary support if necessary
 provide special attention in the  provide special
process/practical training attention in the
 Introduce new and relevant process/ practical
vocabularies training
 prepare the assignment questions in large text  Use sign language interpreter  Provide briefing
Individual  Encourage the trainees to prepare and submit  Provide briefing /orientation on /orientation on the
assignment the assignment in large texts the assignment assignment
 Make available recorded assignment questions  Provide visual recorded material  Provide visual
 Facilitate the trainees to prepare and submit recorded material
the assignment in soft or hard copy

Page 39 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
ASSESSMENT CRITERIA:
LO1. Place and arrange merchandise
 Merchandise is unpacked according to store policy, procedures, and legislative requirements.
 E-merchandise is placed on floor, fixtures and shelves in determined locations according to
Work Health and Safety (WHS) legislative requirements.
 Merchandise is displayed to achieve a balanced, fully-stocked appearance and sales are
promoted.
 Damaged, soiled or out-of-date stocks are identified and corrective action is taken as required
according to store procedures.
 Stock range is placed in line with fixtures, ticketing, prices and bar codes.
 Stock is rotated according to stock requirements and store procedure.
 Stock presentation conforms are ensured to special handling techniques and other safety
requirements.
LO2. Prepare and apply labels and tickets
 Labels and tickets are prepared for window, wall or floor displays according to store policy.
 Tickets are prepared using electronic equipment or stored neatly by hand according to design
specifications and procedures.
 Soiled, damaged, illegible or incorrect labels and tickets are identified and corrective action is
taken according to store procedures.
 Electronic ticketing and labeling equipment are used, maintained and stored according to
manufacturer’s instructions and store procedures.
 Labels and tickets are placed visibly and correctly on merchandise.
 Labels and tickets are replaced according to store policy.
LO3. Maintain displays
 Unsuitable or out-of-date displays and special promotion areas are reset or dismantled as
directed.
 Supervisor is assisted in selection of merchandise for display.
 Merchandise is arranged and faced up as directed according to layout specifications and load-
bearing capacity of fixtures.
 Correct pricing and information on merchandise are maintained according to store procedures,
industry codes of practice and legislative requirements.
 Optimum stock levels are identified and stock is replenished according to store policy.
 Excess packaging is removed and display areas are maintained in a clean and tidy condition.
LO4. Protect merchandise
 Correct handling storage is identified and applied according to stock characteristics and
legislative requirements.
 Display techniques are applied according to stock characteristics and legislative
requirements.

Page 40 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
 LSA MSM2 06 0322 Merchandising Products

Item Category/Item Description/ Quantity Recommended

No. Specifications Ratio
(Item: Trainee)
A. Learning Materials
prepared by the
1. TTLM 25 1:1
trainer
2. Reference Books
Philip Kotler,14th
3.1 Principles of Marketing 5 1:5
edition
4. Journals/Publication/Magazines ---- ---- ----
Learning Facilities &
B.
Infrastructure
1. Lecture room 7m*8m 1 1:25
2. White board 1.10m*1.90m 1 1:25
3 Library 12m*15m 1 1:25
C. Consumable Materials
1. Chalk Packed 1 1:25
2 Paper A4 Piece 25 1:1
Paper A3 Piece 5 1:5
5 Flip chart Piece 1 1:25
6 Duster Piece 1 1:25
8 Marker Packed 1 1:25
D. Tools and Equipment
1. Computer Desktop 5 1:5
2 Projector LCD 1 1:25

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Ministry of Labor and Skills Management March, 2022
Level- II
 LEARNING MODULE 07

TVET-PROGRAMME TITLE: Marketing and Sales Management Level II

MODULE TITLE: Provide Marketing and Promotion Program Support
MODULE CODE: LSA MSM 2 M07 0322
NOMINAL DURATION: 69 Hrs
MODULE DESCRIPTION: This module describes the performance outcomes, skills and
knowledge required to support promotional and marketing programs as a frontline sales
staff member mainly to attract and retain customers for further business dealings
LEARNING OUTCOMES
At the end of the module the trainee will be able to:
LO1. Confirm promotional and marketing activities
LO2. Respond to enquiries on promotional and marketing activities
LO3.Support marketing and promotional programs
MODUCONTENTS:
LO1. Confirming promotional and marketing activities
1.1 Obtaining marketing promotional programs
1.2 Accessing relevant sources of information
1.3 Confirming relevant supervisor personnel
1.4 Communicating marketing promotional programs
LO2. Responding to enquiries on promotional and marketing activities

2.1 Receiving and acting business policy

2.2 Providing accurate marketing demand

LO3 .Supporting marketing and promotional programs

3.1 Securing campaign marketing materials

3.2 Issuing campaign marketing materials
3.3 Lodging orders

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Ministry of Labor and Skills Management March, 2022
Level- II
 Learning Methods:
For none Reasonable Adjustment for Trainees with Disability (TWD)
impaired
trainees Low Vision Deaf Hard of hearing Physical impairment

Lecture-  Provide large print text  Assign sign language interpreter  Organize the class  Organize the class room seating
discussion  Prepare the lecture in Audio/video  Arrange the class room seating to room seating arrangement to be accessible for
 Organize the class room seating arrangement be conducive for eye to eye arrangement to be wheelchairs users.
to be accessible to trainees contact accessible to trainees  Facilitate and support the
 Write short notes on the black/white board  Make sure the luminosity of the  Speak loudly trainees who have severe
using large text light of class room is kept  Ensure the attention impairments on their upper
 Make sure the luminosity of the light of class  Introduce new and relevant of the trainees limbs to take note
room is kept vocabularies  Present the lecture in  Provide Orientation on the
 Use normal tone of voice  Use short and clear sentences video format physical feature of the work
 Encourage trainees to record the lecture in  Give emphasis on visual lecture  Ensure the attention shop
audio format and ensure the attention of the of the trainees
 Provide Orientation on the physical feature of trainees
the work shop  Avoid movement during lecture
 Summarize main points time
 Present the lecture in video format
 Summarize main points
Demonstration  Conduct close follow up  use Sign language interpreter  Illustrate in clear &  Facilitate and support the
 Use verbal description  Use video recorded material short method trainees having severe upper
 Provide special attention in the process of  Ensure attention of the trainees  Use Video recorded limbs impairment to operate
guidance  Provide structured training material equipments/ machines
 facilitate the support of peer trainees  Show clear and short method  Ensure the attention of  Assign peer trainees to assist
 Prepare & use simulation  Use gesture the trainees  Conduct close follow up
 Provide tutorial support  Provide tutorial  Provide tutorial support
 (if necessary) support  (if necessary
 (if necessary)


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Ministry of Labor and Skills Management March, 2022
Level- II
Group  Facilitate the integration of trainees with  Use sign language interpreters  Facilitate the  Introduce the trainees with their
discussion group members  Facilitate the integration of integration of trainees peers
 Conduct close follow up trainees with group members with group members
 Introduce the trainees with other group  Conduct close follow up  Conduct close follow
member  Introduce the trainees with other up
 Brief the thematic issues of the work group member  Introduce the trainees
 with other group
member
 Inform the group
members to speak
loudly
Exercise  Conduct close follow up and guidance  Conduct close follow up and  Conduct close follow  Assign peer trainees
 Provide tutorial support if necessary guidance up and guidance  Use additional nominal hours if
 provide special attention in the process  Provide tutorial support if  Provide tutorial necessary
 necessary support if necessary
 provide special attention in the  provide special
process/practical training attention in the
 Introduce new and relevant process/ practical
vocabularies training
 prepare the assignment questions in large text  Use sign language interpreter  Provide briefing 
Individual  Encourage the trainees to prepare and submit  Provide briefing /orientation on /orientation on the
assignment the assignment in large texts the assignment assignment
 Make available recorded assignment questions  Provide visual recorded material  Provide visual
 Facilitate the trainees to prepare and submit  recorded material
the assignment in soft or hard copy  

Page 44 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
ASSESSMENT CRITERIA:
LO.1 Confirm promotional and marketing activities

 Timing and purpose of marketing and promotional programs are obtained and
confirmed.
 Relevant sources of information regarding upcoming promotional activities are
accessed.
 Own role in supporting specific marketing and promotional programs is confirmed with
relevant supervisory personnel.
 Details of marketing and promotional programs are communicated to customers as
directed.
LO.2 Respond to enquiries on promotional and marketing activities

 Enquiries concerning marketing and promotional programs are received and actioned
according to business policy and procedures.
 Accurate details of marketing and promotional programs on demand are provided to
internal or external personnel according to business policy and procedures.
LO.3 Support marketing and promotional programs

 Campaign-related marketing materials are secured to meet internal or external

demand.
 Campaign-related marketing materials are issued to meet internal or external requests
according to business policy and procedures.
 Orders are lodged for additional campaign-related marketing materials in a timely
manner.

Page 45 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
Annex: Resource Requirements

LSA MSM 2 M07 0322 Providing Marketing and Promotion Program Support

Item Category/Item Description/ Quantity Recommended

No. Specifications Ratio
(Item: Trainee)
A. Learning Materials
TTLM prepared
1. TTLM 25 1:1
by the trainer
2. Reference Books
3. Journals/Publication/Magazines ---- ----- ---
Learning Facilities &
B.
Infrastructure
1. Class room 7m*8m 1 1:25
2. White board 1.10m*1.90m 1 1:25
3. Library 12m*15m 1 1:25
C. Consumable Materials
1. Marker Packed 1 1:25
2. Paper A3 5 1:5
3. Paper A4 25 1:1
3. Duster Piece 1 1:25
4. Flip chart Piece 1 1:25
D. Tools and Equipment
1. Computer Desktop 1 1:1
3. Projector LCD 1 1:25

Page 46 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
 LEARNING MODULE 08

TVET-PROGRAMME TITLE: Marketing and Sales Management Level II

MODULE TITLE Applying the 5S Procedures of kaizen
MODULE CODE: LSA MSM2 01 M08 0322
NOMINAL DURATION: 50 Hours
MODULE DESCRIPTION: This module covers the skills, attitudes and knowledge required by a
trainee to apply 5S procedures (structured approach to housekeeping) in the field of work and
maintains the housekeeping and other standards set by 5S procedure.
LEARNING OUTCOMES
At the end of the module the trainee will be able to:
LO 1:Understand quality system in the work place
LO2: Sort working items
LO3: Set workplace in order
LO4: Shine a work area
LO5: Sustain the 5S system
LO6: Standardize work activities
MODULE CONTENTS:
LO 1: Understanding quality system in the work place
1.1 Discussing quality assurance procedures
1.2 Understanding quality system and continuous improvement
1.3 Identifying elements of quality assurance
1.4 Explaining the 5S system
LO2: Sorting working items
2.1 Identifying items
2.2 Distinguishing between essential and non-essential items
2.3 Sorting item.
2.4 Placing non-essential items
2.5 Checking essential items
LO3: Setting a workplace in order
3.1 Identifying best location
3.2 Assigning essential item
3.3 Assigning immediate return.
3.4 Checking the location of essential item
LO4: Shining a work area

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Ministry of Labor and Skills Management March, 2022
Level- II
 4.1 Cleaning the work area
4.2 Conducting regular housekeeping activities
4.3 Ensuring the work area is clean
LO5: Sustaining 5S system
5.1 Following procedures
5.2 Following checklists for work activities
5.3 Keeping the work area to specified standard

LO6: Standardizing work activities

6.1 Cleaning up after and before commencing next job
6.2 Identifying compliance standards
6.3 Inspecting the work area
6.4 Recommending improvements

Page 48 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
 Learning Methods:
For none Reasonable Adjustment for Trainees with Disability (TWD)
impaired
trainees Low Vision Deaf Hard of hearing Physical impairment

Lecture-  Provide large print text  Assign sign language interpreter  Organize the class  Organize the class room seating
discussion  Prepare the lecture in Audio/video  Arrange the class room seating to room seating arrangement to be accessible for
 Organize the class room seating arrangement be conducive for eye to eye arrangement to be wheelchairs users.
to be accessible to trainees contact accessible to trainees  Facilitate and support the
 Write short notes on the black/white board  Make sure the luminosity of the  Speak loudly trainees who have severe
using large text light of class room is kept  Ensure the attention impairments on their upper
 Make sure the luminosity of the light of class  Introduce new and relevant of the trainees limbs to take note
room is kept vocabularies  Present the lecture in  Provide Orientation on the
 Use normal tone of voice  Use short and clear sentences video format physical feature of the work
 Encourage trainees to record the lecture in  Give emphasis on visual lecture  Ensure the attention shop
audio format and ensure the attention of the of the trainees
 Provide Orientation on the physical feature of trainees
the work shop  Avoid movement during lecture
 Summarize main points time
 Present the lecture in video format
 Summarize main points
Demonstration  Conduct close follow up  use Sign language interpreter  Illustrate in clear &  Facilitate and support the
 Use verbal description  Use video recorded material short method trainees having severe upper
 Provide special attention in the process of  Ensure attention of the trainees  Use Video recorded limbs impairment to operate
guidance  Provide structured training material equipments/ machines
 facilitate the support of peer trainees  Show clear and short method  Ensure the attention of  Assign peer trainees to assist
 Prepare & use simulation  Use gesture the trainees  Conduct close follow up
  P  P
rovide tutorial support rovide tutorial support rovide tutorial support
(if necessary) (if necessary) (if necessary

Page 49 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
 Group  Facilitate the integration of trainees with  Use sign language interpreters  Facilitate the  Introduce the trainees with their
discussion group members  Facilitate the integration of integration of trainees peers
 Conduct close follow up trainees with group members with group members
 Introduce the trainees with other group  Conduct close follow up  Conduct close follow
member  Introduce the trainees with other up
 Brief the thematic issues of the work group member  Introduce the trainees
with other group
member
 Inform the group
members to speak
loudly
Exercise  Conduct close follow up and guidance  Conduct close follow up and  Conduct close follow  Assign peer trainees
 Provide tutorial support if necessary guidance up and guidance  Use additional nominal hours if
 provide special attention in the process  Provide tutorial support if  Provide tutorial necessary
necessary support if necessary
 provide special attention in the  provide special
process/practical training attention in the
 Introduce new and relevant process/ practical
vocabularies training
 prepare the assignment questions in large text  Use sign language interpreter  Provide briefing
Individual  Encourage the trainees to prepare and submit  Provide briefing /orientation on /orientation on the
assignment the assignment in large texts the assignment assignment
 Make available recorded assignment questions  Provide visual recorded material  Provide visual
 Facilitate the trainees to prepare and submit recorded material
the assignment in soft or hard copy

Page 50 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
 ASSESSMENT CRITERIA:
LO 1: Understand quality system in the work place
 Quality assurance procedures in the enterprise or organization is understood
 Purpose and elements of quality assurance (QA) system are identified
 Relationship of quality system and continuous improvement is understood
 Relationship of workplace requirements and quality assurance (QA) system is
understood
 The relationship of 5S system and quality assurance is clearly identified
LO2: Sort working items
 All items in the work area are identified
 Essential and non-essential items are sorted
 Items are sorted in order to achieve deliverables and value expected by downstream
and final customers
 Items are Sorted for regulatory or other required purposes
 Placing of non-essential item in appropriate place is done
 Regular check of essential items is conducted
LO3: Set workplace in order
 Best location for each essential item is identified
 Placing and returning essential item in its assigned location is conducted
 Proper location of each essential item is checked
LO4: Shine work area
 Cleaning the work area is done
 Regular housekeeping activities are done
 Tidiness of the work area is ensured
LO5: Sustain the 5S system
 Appropriate working procedures are followed
 Checklists for work activities are prepared
 The work standard is kept
LO6: Standardize work activities
 Regular cleaning is done after finishing work
 Compliance of standards situations are identified
 The work area is inspected
 The level of compliance is improved

Page 51 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
Annex: Resource Requirements

LSA MSM2 01 M08 0322 Applying the 5S Procedures of kaizen

Item Category/Item Description/ Quantity Recommended Ratio

No. Specifications (Item: Trainee)
A. Learning Materials
TTTLM
1. TTLM prepared by the 25 1:1
trainer
2. Reference Books
4. Journals/Publication/Magazines
Learning Facilities &
B.
Infrastructure
1. Classroom 7m*8m 1 1:25
2. Library 12m*15m 1 1:25
3. Whiteboard and blackboard 1.10m*1.90m 1 1:25
C. Consumable Materials
A-4 size 25 1:1
1 Paper
A-3 size 5 1:5
2 Pen Blue and Red 2 1:10
3 Chalk Packet 1 1:25
4 White board Marker Packet 1 1:25
5 Flip chart Piece 1 1:25
6 Duster Piece 1 1:25
D. Tools and Equipment
1. Computer Desktop 1 1:25
2 Projector LCD 1 1:25

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Ministry of Labor and Skills Management March, 2022
Level- II
 Acknowledgement
The Ministry of Labor and Skills wishes to thank and appreciation for the trainers who donated
their effort and time to develop this outcome based curriculum for the TVET Program
marketing and sales management Level II.

We also thank all regional Labor and Skill/TVET Bureaus, Ministry of labor and skills
coordinators, all instructors who developed this curriculum for active facilitation of this
curriculum development.
.

Page 53 of 57 Author/Copyright : Marketing and Sales Version - I

Ministry of Labor and Skills Management March, 2022
Level- II
 The trainers who developed the curriculum
No Name Qualification Educational Region College Mobile E-mail
background number
1 FITSUM TSEGAYE Marketing (BA) MA A.A Ministry of 0912031125 [email protected]
GEBREAB ECONOMICS Industry
(MA)
2 ENDALE MESFIN Marketing and Sales MA A.A Addis Ketema 0912054592 [email protected]
BERHE Management (BA) Industrial om
Marketing(MA) College
3 ADDISALEM Management BA A.A Lideta 0920522464 [email protected]
MINWEYELET Manufacturing m
MEKONNEN College
4 MULUGETA Business MA AA Ministry of 0947339014 [email protected]
ESHETE DEGEFU Education(BA) Labor and m
Management of Skills
Vocational
Education (MA)
5 WUBISHETABERA Marketing (BA) MBA AA Yeka Industrial 0916739378 [email protected]
GICHAMO College

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Ministry of Labor and Skills Management March, 2022
Level- II
Page 55 of 57 Author/Copyright : Marketing and Sales Version - I
Ministry of Labor and Skills Management March, 2022
Level- II