Retail Associate Level 3

The course is divided up into eight units, as follows:

• The communication process
• The importance of good communication skills
• Verbal communication
• Non-verbal communication
• Listening skills
• Written communication
• Visual communications
• The problems and consequences of poor communication

• Making a good first impression and building rapport
• Effectively communicating with customers
• Beginning and ending interactions
• Adjusting communication to suit context and needs of recipients
• Overcoming barriers to communication
• Checking others’ fully understand the communication
• Influencing people
• Managing conflict and resolving discrepancies

• Identify what communication skills, knowledge and behaviours are required to do your job well
• Assessing your current skills against the requirements of the post and identifying any shortfalls or skill gaps
• Developing a personal communication development plan
• Setting communication skills goals
• Participating in learning activities
• Reviewing your progress towards goals and updating your development plan
• Keeping records of learning activities

• Keeping cash and stock secure on retail premises
• Retail premises opening and closing procedures
• Receiving, processing, handling and storing stock
• Stock control
• Maintaining the retail premises’ image
• Handling customer payments
• Dealing with returns

• The importance of window displays
• In store visual merchandising
• The overall look of displays
• Space allocation
• Stock selection
• Tools and equipment
• Housekeeping routines

• Getting to know your products
• Getting to know your customers
• Getting to know your employer
• Getting to know your competition
• Selling to customers
• Techniques for maximising sales

• The importance of customer service
• The key features of excellent customer service
• Identifying customer expectations
• Dealing with customer complaints
• Understanding the complaint
• Resolving customer complaints
• Refund and exchange policies

• Planning and preparing for the interview
• Presenting yourself at the interview
• Different types of interviews
• Answers to common questions
• Displaying positive body language
• Questions to ask at the end of the interview
• Following up after the interview

Each unit is followed by a written tutor marked assignment (TMA), which is submitted and then marked by your tutor. You will not be required to take an external exam.