This standard contains various knowledge, skills and behaviours that will need to be demonstrated through end point assessment. Apprentice’s will be required to build their knowledge in areas such as meeting regulations and legislation, product and service knowledge, understanding the organisation and understanding their role and responsibility. Apprentices will be required to demonstrate their workplace competence in areas such as dealing with customer conflict and challenge, influencing skills, interpersonal skills and communication. Through their work, they will also be required to demonstrate the following behaviours: equality – treating all customers as individuals, being open to feedback and developing themselves.