Foundation Retail and Customer Service
Mae disgrifiad y cymhwyster yn Saesneg yn unig, gan ei fod wedi ei gymryd o fanyleb Saesneg CBAC.
WJEC Foundation Retail and Customer Service is a two-year, 120 hour work-related qualification for learners aged 14 to 16 working at Entry Level or Level 1, with a clear route on to the VCSE in Retail and Customer Service. Both units are centre-marked portfolios: Unit 1 explores retail models, locations, customer service and jobs, and Unit 2 has learners plan, promote and run a small retail event. Digital work is light and mostly optional. Learners learn about online and omni-channel retail, digital payment and live chat, may produce a poster, social media advert, infographic or short video, and may use simple checklists, budgets and feedback forms. The one digital requirement is that every piece of evidence, including photographs and films of practical work, is submitted digitally.
- Corff dyfarnu
- CBAC
- Lefel
- Entry Level and Level 1
- Addysgu gyntaf
- Medi 2027
- Faint o waith digidol
- Isel
- Manyleb
- Agor y fanyleb
- Y cam nesaf i fyny
- VCSE Retail and Customer Service, Level 1 and Level 2
Sut mae'r cymhwyster hwn yn cael ei asesu
- Unit 1: Introduction to the Retail and Customer Service Sector: Centre marked non-examination assessment, portfolio of evidence, maximum assessment time 9 hours (typically 7 to 9 hours), 36 guided learning hours, 48 points, teacher-set activities assessed in the centre and moderated by WJEC, available for moderation from summer 2028
- Unit 2: Retail and Customer Service in Action: Centre marked non-examination assessment, portfolio of evidence, maximum assessment time 21 hours (typically 19 to 21 hours), 84 guided learning hours, 60 points, teacher-set activities around planning and running a retail-related event, assessed in the centre and moderated by WJEC, available for moderation from summer 2029
Sgiliau sy'n defnyddio Iechyd a lles
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Understanding online and multi-channel retail
In Unit 1 learners learn the four retail models, including online retailers with digital payment systems and online customer service such as live chat, email and chatbots, and omni-channel retailers that share customer data across platforms. At Level 1 they describe at least three features of all four models.
DCF: Iechyd a lles, Cyfathrebu, Hunaniaeth, delwedd ac enw da
Paratoi disgyblion
- Blwyddyn 7
- Pupils sort cards showing a corner shop, a supermarket website and a click-and-collect order into shop, online or both, and say one good point about each way of shopping.
- Blwyddyn 8
- Pupils compare buying the same pair of trainers in a store and through an app, listing what personal details each asks for and how help is given, from a shop assistant to live chat.
- Blwyddyn 9
- Pupils investigate a chain that sells in store, online and through an app, and explain how sharing customer data across those channels helps the shopper and what risks it brings.
Dangos geiriad y fanyleb a datganiadau'r FCD
Ble mae yn y fanyleb: Unit 1, LO1.1, page 14; Unit 1, Assessment criteria 1.1.1 and 1.1.2, page 18
“a retailer that sells through a website or mobile app”
Cam cynnydd 3
Rwy'n gallu adnabod dylanwadau cadarnhaol a negyddol ehangach technoleg, e.e. ar fy mywyd, ar gymdeithas, ar yr amgylchedd.
Rwy'n gallu dangos dealltwriaeth o fanteision ac anfanteision gwahanol ffurfiau ar gyfathrebu ar-lein a phryd y mae'n briodol eu defnyddio, e.e. esbonio pryd y gallai cynadledda fideo fod yn fwy priodol nag e-bost, ac fel arall; esbonio manteision ac anfanteision defnyddio negeseuon sydyn mewn cyd-destunau cymdeithasol; siarad am ddiben a chynulleidfa.
Rwy'n gallu nodi manteision a risgiau rhoi gwybodaeth bersonol a rhoi mynediad i wahanol feddalwedd i ddyfeisiau.
Cam cynnydd 4
Rwy'n gallu gwneud dewisiadau deallus wrth wneud dewisiadau ar-lein, gan gynnwys prynu pethau ar apiau a chlicio ar hysbysebion.
Rwy'n gallu deall bod gen i ôl-troed digidol ac y gellir chwilio am yr wybodaeth hon, a'i chopïo a'i hanfon ymlaen.
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Knowing the IT and digital skills retail jobs need
In Unit 1 learners study retail job roles, including online and contact centre roles such as live chat agent and web content assistant and specialist roles such as social media manager. They describe the skills these jobs need, including IT and digital skills such as using tills, databases, websites and digital communication tools.
DCF: Cyfathrebu, Iechyd a lles, Llythrennedd gwybodaeth a data
Paratoi disgyblion
- Blwyddyn 7
- Pupils watch a short clip of a shop till and a stock database in use and list the digital tasks a sales assistant does in one shift.
- Blwyddyn 8
- Pupils match job titles such as live chat agent, stock controller and social media manager to the software and devices each one uses, and explain one task for each.
- Blwyddyn 9
- Pupils write a short profile of a contact centre agent, describing the digital tools they use, from email and live chat to a customer database, and why accuracy with each matters.
Dangos geiriad y fanyleb a datganiadau'r FCD
Ble mae yn y fanyleb: Unit 1, LO1.4, pages 15 and 16; Unit 1, Assessment criteria 1.4.1 and 1.4.2, page 19
“using tills, databases, websites, or digital communication tools”
Cam cynnydd 3
Rwy'n gallu dangos dealltwriaeth o fanteision ac anfanteision gwahanol ffurfiau ar gyfathrebu ar-lein a phryd y mae'n briodol eu defnyddio, e.e. esbonio pryd y gallai cynadledda fideo fod yn fwy priodol nag e-bost, ac fel arall; esbonio manteision ac anfanteision defnyddio negeseuon sydyn mewn cyd-destunau cymdeithasol; siarad am ddiben a chynulleidfa.
Rwy'n gallu adnabod dylanwadau cadarnhaol a negyddol ehangach technoleg, e.e. ar fy mywyd, ar gymdeithas, ar yr amgylchedd.
Cam cynnydd 4
Rwy'n gallu dewis a defnyddio gwahanol ddulliau cyfathrebu ar-lein at ddibenion penodol, a hynny gyda lefel uwch o fedrusrwydd, e.e. creu a rheoli llyfr cyfeiriadau, trefnu cysylltiadau, defnyddio nodweddion uwch y darparwr e-bost (llofnod, ateb awtomatig, derbynneb darllen, wijets).
Rwy'n gallu creu ffurflen casglu data, casglu data, chwilio data a chreu cronfa ddata a thaenlen gan ddefnyddio dull mewnbynnu data priodol.
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Designing promotional materials, including digital adverts
In Unit 2 learners promote their retail event, choosing a method such as a poster or flyer or a digital advert such as an influencer post, social media advert or email campaign, which can be a script or storyboard. Every promotion must show the event name, date, time and location, and Level 1 learners must also use a clear structure, layout and branding that will attract customers.
DCF: Creu cynnwys digidol, Iechyd a lles, Gwerthuso a gwella cynnwys digidol
Paratoi disgyblion
- Blwyddyn 7
- Pupils design a poster for a class bake sale in a word processor, including the name, date, time and place in a large clear font with one picture.
- Blwyddyn 8
- Pupils storyboard a social media advert for a school stall in four frames, choosing an image, a short slogan and colours that match a simple logo they design.
- Blwyddyn 9
- Pupils produce a branded flyer and a matching email advert for a school event, ask classmates for feedback on layout and clarity, and improve both before printing or sending.
Dangos geiriad y fanyleb a datganiadau'r FCD
Ble mae yn y fanyleb: Unit 2, LO2.2, page 28; Unit 2, Assessment criteria 2.2.1 and 2.2.2, pages 31 and 32; Unit 2, Examples of tasks LO2.2, pages 34 and 35
“digital adverts for example influencer post, social media advert”
Cam cynnydd 3
Rwy'n gallu defnyddio ystod o feddalwedd i ddewis, cynhyrchu a golygu ystod o gydrannau aml-gyfrwng at ddiben penodol, megis:
- testun a delweddau, e.e. fformatio testun (print trwm, tanlinellu, italig, uwcholeuo); gosod a golygu blychau testun; colofnau; defnyddio offer mireinio (gwirydd sillafu, chwilio a disodli); lapio geiriau; tocio; newid maint a siâp; newid delweddau; ychwanegu effeithiau; byrhau a hollti clipiau sain a fideo; rhoi effeithiau ar ddiwedd sleidiau; defnyddio techneg ‘croen winwnsyn’
- cyflwyniad, e.e. cyfeiriad y dudalen; animeiddio; rhoi effeithiau ar ddiwedd sleidiau; dileu ac addasu delweddau; defnyddio cefndir; defnyddio botymau gweithredu i greu hyperddolen; ymgorffori gwrthrychau.
Rwy'n gallu defnyddio offer meddalwedd i wella’r canlyniadau ar gyfer cynulleidfaoedd penodol.
Rwy'n gallu adnabod elfennau marchnata sydd wedi’u dylunio i dynnu fy sylw.
Cam cynnydd 4
Rwy'n gallu dewis a defnyddio amrywiaeth o feddalwedd, offer a dulliau priodol i greu, addasu a chyfuno cydrannau aml-gyfrwng ar gyfer amrywiaeth o gynulleidfaoedd a dibenion, megis:
- testun a delweddau, e.e. archwilio a defnyddio dulliau addasu delweddau yn effeithiol; archwilio a defnyddio’r agweddau niferus ar gynllun dogfen yn briodol; defnyddio animeiddiad, effeithiau fideo a sain fel adlais, tempo, amlen, haenu, cyfradd fframiau, fframiau allweddol
- cyflwyniad, e.e. defnyddio offer dylunio; addasu themâu a lliwiau at y diben; creu templedi meistr.
Rwy'n gallu awgrymu a gwneud gwelliannau sy’n berthnasol i’r gynulleidfa a’r diben, ar sail adborth a hunanwerthusiad o’m gwaith digidol.
Da gwybod
- All evidence must be digital: "All evidence must be submitted digitally." Paper work and practical evidence "should be scanned, photographed or filmed so that a clear digital version can be submitted" (Section 3.3, page 41).
- No technology is required for assessment. For Unit 1 "There are no specific requirements for assessment." (page 13), and for Unit 2 "No specialist equipment is required." (page 26).
- The example tasks that use digital tools, such as videos, infographics and digital maps, are optional: "These tasks are not mandatory." (Section 2.1, page 10).
- Social media adverts and influencer posts are listed promotion methods, but the cover notes that "The UK Government has announced plans to restrict social media use by children under 16" and that this may affect the qualification (page 1). The spec allows a social media advert to be "a script or storyboard" (page 28).
- Assessment is supervised: "Learners must be supervised by a teacher while completing assessment activities." (Section 3.5, page 42).
- Entry 1 learners may be supported with "use of symbols, or assistive technology" (Section 3.4, page 41).
- Appendix A (pages 48 and 49) maps nothing to Digital Competence "Citizenship", maps Interacting and Collaborating to LO1.4 and LO2.2, Producing to LO1.1, LO1.4, LO1.5, LO2.1, LO2.2, LO2.3 and LO2.6, and "Data and Computational Thinking" to LO2.3 and LO2.4 only.
Cysylltiadau â chymwysterau eraill
This qualification leads directly to the WJEC VCSE in Retail and Customer Service, which the specification names as a progression route. Both cover retail technology and online customer service, promotional materials including digital adverts, and researching real retail businesses. The VCSE steps these up: its Unit 1 sector test can be taken on screen, its Unit 2 case study tasks ask learners to judge customer service data such as online reviews, live chat transcripts and response times, and its Unit 3 asks for a brand mood board, mock-up digital adverts and pitch slides rather than a single poster or advert. Promotion and branding work also links with GCSE Business.
Ffynhonnell: WJEC Entry Level/Level 1 Foundation Retail and Customer Service specification, approved by Qualifications Wales, teaching from September 2027, for award from 2029 (© WJEC CBAC Ltd 2026).