NCFE Level 2 Understanding Retail Operations

The UK retail industry is one of the largest private sector employers, yet experiences a higher than average staff turnover at 17%.

Over 60 million customers make 320 million transactions per week in the retail sector, therefore there is a constant demand for workers who have a thorough knowledge of the industry to ensure the continuation of its success.

This qualification provides learners with a thorough understanding of retail operations, which will enable them to progress or pursue a career in the retail sector. They will gain a wide range of knowledge such as effective customer service, teamwork and understanding key aspects of what to expect when working in the retail sector.

Benefits for the business:

• Upskill staff members
• Increase teamwork and morale as staff become more aware of how to communicate effectively and support colleagues
• The course offer can be used as a staff benefit or as part of a development scheme
• Increase the health, safety and security in the workplace as the course covers this.

Benefits for the employees:

• Gain a nationally recognised qualification
• Enhance both personal skills and professional development
• Courses are delivered as distance learning
• Personal tutors are assigned to ensure learners have the support needed.

This course is split into manageable units. These are:

Unit 01: Understanding customer service in the retail sector

In this unit, learners will understand how effective customer service is to a retail business, whilst looking into customer needs, customer service procedures and dealing with customer complaints.

Unit 02: 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 03: Understanding how individuals and teams contribute to the effectiveness of a retail business

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 04: Understanding how a retail business maintains health and safety on its premises

This unit will concentrate on health and safety in a retail environment, which will cover understanding what actions to take in an emergency and what is general safe working practice.

Unit 05: Understanding retail consumer law

In this unit, learners will examine consumer legislation, which will include protection against unfair trading practices. This unit will also cover 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

Learners will gain an understanding of how to resolve queries and complaints in a retail environment and how this could contribute to customer confidence.

Unit 07: Understanding the handling of customer payments in a retail business

This unit helps learners develop 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 08: Understanding the control, receipt and storage of stock in a retail business

In this unit, learners will generate 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.