The Customer Service and Sales skill standards were developed nationally by the Sales& Service Voluntary Partnership in conjunction with the National Skill Standards Board, with more than 600 members from industry, labor, education, government, and community organizations.

The skill standards are based on extensive work to identify and validate the skills and knowledge needed to succeed in sales and service positions in retail, wholesale, personal services, real estate, and beyond. Hundreds of first line workers, managers, and experts participated directly in the development of the skill standards.

Importance to Texas

The purpose for the recognition of these nationally developed skill standards is to help build a professional and competitive workforce for the state’s retail industry. Skill standards are available for educators and trainers for the development of skills-based training and education.

Cochran, Blair & Potts, a family owned department store in Belton, TX, contacted the TSSB in June, 2002, to encourage the TSSB to recognize the Customer Service and Sales skill standards on behalf of the retail industry in Texas. The TSSB was also contacted by a representative of J.C. Penney Company, Inc., who served as the chair person of the Sales & Service Voluntary Partnership.

As of 2002, employment of retail salespersons in Texas was estimated at 327,000, not including related occupations such as cashiers and other sales-related workers. Projections estimate that employment will increase to over 375,000 by 2012, according to Texas labor market information presented by the Texas Workforce Commission. The increase between 2002 and 2012 represents a 15% increase in employment and reflects the strength of the retail industry in the state’s economy. On average, statewide employment in all occupations is projected to grow by 21% between 2004 and 2014.

Data suggests that employment growth associated with retail occupations is helping to keep the overall average robust. The retail industry’s continued growth depends on a professional and well-trained workforce. These skill standards serve as a basis on which workers can increase their employment options in Texas and in other states, and on which industry can train a strong and competent workforce that will help support and fuel the industry’s growth potential.

TSSB Recognition

The TSSB recognized the skill standards at its July, 2002 meeting. At its May, 2007 meeting the TSSB extended the skill standards’ recognition for another five years based on a request from the National Retail Federation Foundation (NRFF). The NRFF now maintains and promotes the skill standards to the retail industry at the national level.