Unit 1: Understanding customer service in the retail
sector
In this unit, learners will learn how important effective
customer service is to a retail business, particularly in relation to customer
needs, customer service procedures and dealing with customer
complaints.
Unit 2: Understanding the retail selling process
This unit explores the benefits of product knowledge and
using questions to identify customer needs. It also helps learners understand
selling models and how sales are closed.
Unit 3: Understanding how individuals and teams contribute
to the effectiveness of a retail business
In this unit, learners will cover various aspects involved
in the effectiveness of a retail business. This includes understanding
employment rights and responsibilities, the importance of effective team work
and communications skills.
Unit 4: Understanding how a retail business maintains health
and safety on its premises
In this unit, learners will look at health and safety in a
retail environment, including what actions to take in an emergency and what is
considered general safe working practice.
Unit 5: Understanding retail consumer law
In this unit, learners will examine consumer legislation,
including protection against unfair trading practices and consequences for
business and employees of contravening retail law.
Unit 6: Understand how to deal with customer queries and
complaints in a retail environment
This unit will give learners an understanding of how to
resolve queries and complaints in a retail environment and how this could
contribute to customer confidence.
Unit 7: Understanding the handling of customer payments in a
retail business
This unit will provide your learners with an understanding
of the different payment methods accepted from retail customers and the risks
involved in handling payments. This will cover the key responsibilities of a
retail cashier.
Unit 8: Understanding the control, receipt and storage of
stock in a retail business
In this unit learners will gain an understanding of the
importance of having the right stock levels, and will cover how goods are
received and how stock should be stored to prevent damage or
loss.
