Retail Services 2014 HSC exam pack (archive)
2014 Retail Services HSC exam paper
Marking guidelines
Marking guidelines are developed with the exam paper and are used by markers to guide their marking of a student's response. The table shows the criteria with each mark or mark range.
Sample answers may also be developed and included in the guidelines to make sure questions assess a student's knowledge and skills, and guide the Supervisor of Marking on the expected nature and scope of a student's response. They are not intended to be exemplary or even complete answers or responses.
Marking feedback
Select from the sections below to view feedback from HSC markers about how students performed in this year’s exam.
Use the feedback to guide preparation for future exams. Feedback includes an overview of the qualities of better responses. Feedback may not be provided for every question.
Feedback on written exam
Candidates showed strength in these areas:
- identifying a characteristic of a salesperson delivering quality customer service (Q.16)
- explaining how quality customer service can benefit retailers (Q.16 (a) (ii))
- describing how teamwork can help deliver quality customer service (Q.16 (b))
- identifying hazards and risks (Q.17 (a))
- explaining procedures for cleaning up spills (Q.17 (b))
- explaining how counting stock can be used to minimise loss (Q.18 (a))
- knowing about overt and covert security measures (Q.18 (b)).
Candidates need to improve in these areas:
- understanding organisational costs (Q.17 (c))
- understanding workplace awards and Australian consumer law (Q.19)
- understanding how e-retailing affects the delivery of service (Q.20)
- supporting answers with relevant retail examples and work practices
- using retail industry terminology.
Candidates showed strength in these areas:
- demonstrating understanding of harassment in the retail services workplace
- identifying strategies used by employers to deal with harassment.
Candidates need to improve in these areas:
- providing issues and points for/against each strategy
- using correct retail industry terminology
- supporting their answer with relevant workplace examples.
Candidates showed strength in these areas:
- outlining strategies that an employee could use to source information (Q.22 (a)), develop food product knowledge (Q.23 (a)) and match knowledge of non-scheduled pharmacy products to customers’ requests (Q.24 (a)).
Candidates need to improve in these areas:
- recommending product, service and workplace knowledge that would help to advise customers in a general retail and food retail environment (Q.22 (b) and Q.23 (b))
- understanding how legal and ethical issues affect the advice that a pharmacy worker can give (Q.24 (b))
- using relevant workplace examples.
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Retail Services syllabus
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