Level 2 Certificate in Retail Knowledge - Unit 1

Level 2 certificate in Retail Knowledge- Unit 01 understanding customer service in the retail sector (M/502/5821)

The Learner will:

1.Understand the effect of customer service on retail business.

The learner can:

  1. Describe the key features of excellent customer service. Answer this question.
  2. Describe how excellent customer service affects a retail business. Answer this question.
  3. Describe the key features of unsatisfactory customer service.

Answer this question.

  1. Describe how unsatisfactory customer service affects a retail             business. Answer this question.
  2. Describe the main methods used by retail businesses to maintain and increase customer loyalty. Answer this question.

 

Level 2 certificate in Retail Knowledge- Unit 01 understanding customer service in the retail sector (M/502/5821)

The learner will:

2. Understand how retail businesses find out about customers’ needs and preferences.

The Learner can:

2.1 Describe methods of approaching customers in the sales floor and the questioning and listening techniques for finding out what customers are looking for.

2.2 Describe how customer feedback is collected and used to improve customer service.

We will have a group discussion and do some research. You will then need to do a small piece of writing to summarise what we discussed.

 

Level 2 certificate in Retail Knowledge- Unit 01 understanding customer service in the retail sector (M/502/5821)

The Learner will:

Understand the importance to a retail business of customer service standards, policies and customer service procedures.

The Learner can:

3.1 Explain the difference between customer service standards, customer service policies and customer service procedures.

3.2 Describe the benefits to the customer of customer service standards, policies and procedures.

3.3 Describe the benefits to retail businesses of customer service standards, policies and procedures.

We will discuss this as a class and make notes

Make a table like the one below and add all the information.

 

Customer service standards

Customer service

  •  

Customer service

  •  

3.1 Key features of each

 

 

 

 

 

 

  1.  

Benefits to customers

 

 

 

 

 

3.3

Benefits to retail businesses

 

 

 

 

 

 

 

Level 2 certificate in Retail Knowledge- Unit 01 understanding customer service in the retail sector (M/502/5821)

The Learner will:

4. Understand how customer complaints and problems are resolved in a retail business.

The Learner can :

4.1 Describe the main types of customer complaints and problems.

4.2 Describe techniques for listening to customers expressing concerns about a product or service and for reassuring customers that their concerns have been heard and understood.

4.3 Describe the key stages in resolving complaints to the customers satisfaction.

We will do this activity as a group. We will do a role play and will record our answers.