Course Summary

Unit 01 Understanding customer service in the retail sector
In this unit the learner will consider the effect of customer service on a retail business, including customer needs, customer service procedures and dealing with customer complaints.
Unit 02 Understanding the retail selling process
In this unit the learner will develop an understanding of the selling model and how sales are closed. They will also consider the benefits of product knowledge and using questions to identify customer needs.
Unit 03 Understanding how individuals and teams contribute to the effectiveness of a retail business
In this unit the learner will consider various aspects involved in the effectiveness of a retail business including understanding employment rights and responsibilities, understanding the importance of effective team work and communications skills and reflecting on personal performance.
Unit 04 Understanding how a retail business maintains health and safety on its premises
In this unit the learner will consider health and safety in a retail environment, including legislation, understanding what actions to take in an emergency, understanding rights and responsibilities and general safe working practices.
Unit 05 Understanding retail consumer law
In this unit the learner will consider consumer legislation including protection against unfair trading practices, consumer credit legislation, data protection and age-restricted products. They will also learn about the consequences for businesses and employees of contravening retail law.
Unit 06 Understand how to deal with customer queries and complaints in a retail environment
In this unit the learner will develop an understanding of how to resolve queries and complaints in a retail environment and how this contributes to customer loyalty and confidence.
Unit 08 Understanding the handling of customer payments in a retail business
In this unit the learner will develop an understanding of the methods of payment accepted from retail customers and the risks involved in handling payments. They will learn about the cashier’s responsibility for providing service at the payment point and when processing age-restricted goods.
Unit 09 Understanding the control, receipt and storage of stock in a retail business
In this unit the learner will develop an understanding of the importance of having the right stock levels. They will learn about how goods are received into a retail business and how stock should be stored to prevent damage or loss.