View Unit : Provide information and advice to customers in a retail environment

Unit

Unit Reference Number

T/500/5215

Qualification Framework

QCF

Title

Provide information and advice to customers in a retail environment

Unit Level

Level 2

Unit Sub Level

None

Guided Learning Hours

Unit Credit Value

Date of Withdrawal

31-Dec-2013

SSAs

7.1 Retailing and Wholesaling

Unit Grading Structure

Pass

Assessment Guidance

This unit requires workplace assessment of occupational competence.

Examples of giving information and advice to customers in the context of this unit could relate to:

• finding products in stock

• ordering products not in stock

• making informed buying decisions

• asking about products and services

View Unit's Qualifications

Learning Outcomes and Assessment Criteria

Learning Outcome - The learner will:		Assessment Criterion - The learner can:
1	Know how to provide information and advice to meet the needs of retail customers	1.1	show that they know how to identify the customer’s needs for information and advice
		1.2	show that they know how to give clear and accurate information and check the customer understands the information
		1.3	show that they know and understand the relevant information about the products and services which the company offers to customers
		1.4	show that they know who to approach for help if the learner cannot provide information and advice themselves
		1.5	show that they know why it is important to keep customer loyalty and confidence
		1.6	show that they know how to maintain customer loyalty and confidence while dealing with requests for information and advice
		1.7	show that they know company policy on customer service and how this applies to giving information and advice to customers
2	Know how to help retail customers sort out complaints	2.1	show that they know how to manage angry customers
		2.2	show that they know what their responsibility is for sorting out complaints
		2.3	show that they know who to refer complaints to when the learner does not have the authority to sort these out
		2.4	show that they know how to assess complaints and decide what action to take
		2.5	show that they know their company’s policy concerning returns
		2.6	show that they know why it is important to keep customer loyalty and confidence
		2.7	show that they know how to keep customer loyalty and confidence when dealing with complaints
		2.8	show that they know the legal rights and duties of the customer and the company
		2.9	show that they know company policy on customer service and how this applies to dealing with complaints
		2.10	show that they know company procedures for dealing with complaints
3	Provide information and advice to meet the needs of retail customers	3.1	acknowledge promptly and politely customers’ requests for information and advice
		3.2	identify the customer’s needs for information and advice
		3.3	communicate information and advice to customers in ways customers can understand
		3.4	provide information and advice to customers that is relevant, complete, accurate and up to date
		3.5	check politely that the information and advice provided meets the customer’s needs
		3.6	find other ways to help the customer when the information and advice given is not satisfactory
		3.7	refer requests for information or advice to the right person when the learner cannot help the customer
4	Help retail customers sort out complaints	4.1	identify the nature of the complaint from information obtained from customers
		4.2	acknowledge the complaint clearly and accurately and apologise to the customer
		4.3	follow legal requirements and company policies and procedures for dealing with complaints
		4.4	when it is not their responsibility to sort out complaints, refer complaints promptly to the right person and explain the referral procedure clearly to the customer

Equivalent Units

There are no equivalences to display.