View Unit : Give customers a positive impression of yourself and your organisation

Unit

Unit Reference Number

M/500/8971

Qualification Framework

QCF

Title

Give customers a positive impression of yourself and your organisation

Unit Level

Level 2

Unit Sub Level

None

Guided Learning Hours

Unit Credit Value

Date of Withdrawal

SSAs

7.1 Retailing and Wholesaling

Unit Grading Structure

Pass

Assessment Guidance

None

View Unit's Qualifications

Learning Outcomes and Assessment Criteria

Learning Outcome - The learner will:		Assessment Criterion - The learner can:
1	establish an effective rapport with customers	1.1	meet the organisation’s standards of appearance and behaviour
		1.2	greet the customer respectfully and in a friendly manner
		1.3	communicate with the customer in a way that makes them feel valued and respected
		1.4	identify and confirm the customer’s expectations
		1.5	treat the customer courteously and helpfully at all times
		1.6	keep the customer informed and reassured
		1.7	adapt their own behaviour to respond effectively to different customer behaviour
2	respond appropriately to customers	2.1	respond promptly to a customer seeking assistance
		2.2	select the most appropriate way of communicating with the customer
		2.3	check with the customer that they have fully understood the customer’s expectations
		2.4	respond promptly and positively to the customer’s questions and comments
		2.5	allow the customer time to consider their response and give further explanation when appropriate
3	communicate information to customers	3.1	quickly locate information that will help the customer
		3.2	give the customer the information they need about the services or products offered by the organisation
		3.3	recognise information that the customer might find complicated and check whether the customer fully understands
		3.4	explain clearly to the customers any reasons why their needs or expectations cannot be met
4	know and understand how to do their job in a customer friendly way	4.1	show that they know and understand the organisation’s standards for appearance and behaviour
		4.2	show that they know and understand the organisation’s guidelines for how to recognise what the customer wants and respond appropriately
		4.3	show that they know and understand the organisation’s rules and procedures regarding the methods of communication that they use
		4.4	show that they know and understand how to recognise when a customer is angry or confused
		4.5	show that they know and understand the organisation’s standards for timeliness in responding to customer questions and requests for information

Equivalent Units

There are no equivalences to display.