Retail Operations Certificate QCF

Unit 1 - Understanding Customer Service in the Retail Sector

• Understand the effect of customer service on retail business
• Understand how retail businesses find out about customers’ needs and preferences
• Understand the importance to a retail business of customer service standards, policies and procedures
• Understand how customer complaints and problems are resolved in a retail business.

Unit 2 - Understanding the Retail Selling Process

• Understand the five steps of the selling model
• Understand how questions are used to identify customers’ needs
• Understand the benefits and uses of product knowledge
• Understand how sales are closed.

Unit 3 - Understanding how Individuals and Teams Contribute to the Effectiveness of a Retail Business

• Know the employment rights and responsibilities of an employee and the employer
• Understand the importance and characteristics of effective team work in retail business
• Understand the impact of effective communication skills when working in a retail team
• Understand how the roles and responsibilities of retail teams relate to the structure and function of organisations
• Understand how to improve personal performance
• Understand how personal performance contributes to business success

Unit 4 - Understanding how a Retail Business Maintains Health and Safety on its Premises

• Know the main provisions of health and safety legislation in relation to a retail business
• Know what actions to take in an emergency
• Understand the employees’ responsibilities in reporting hazards and accidents that typically occur on the premises of a retail business
• Understand safe handling, storage and disposal
• Understand safe working practices.

Unit 5 - Understanding Retail Consumer Law

• Understand how consumer legislation protects the rights of customers
• Know the main provisions for the protection of consumers from unfair trading practices
• Know the main provisions of consumer credit legislation in relation to retail
• Know the main provisions of data protection legislation in relation to retail
• Know the main provisions of the law relating to the sale of licensed and age-restricted products
• Understand the consequences for businesses and employees of contravening retail law.

Unit 6 - Understand How to Deal with Customer Queries and Complaints in a Retail Environment

• Understand how resolving retail customer queries and complaints contributes to customer loyalty and confidence
• Understand how to deal with customers in a retail environment
• Understand how to manage angry customers when dealing with customer queries and complaints in a retail environment

Unit 7 - Understanding Security and Loss Prevention in a Retail Business

• Know the range of security risks faced by a retail business
• Understand the effect which crime has on a retail business and its staff
• Know what actions can be taken to prevent crime in a retail business
• Know how security incidents should be dealt with

Unit 8 - Understanding the Handling of Customer Payments in a Retail Business

• Know the methods of payment accepted from retail customers
• Understand the risks involved in handling payments
• Understand the cashier’s responsibility for providing service at the payment point
• Understand the cashier’s responsibilities when processing age-restricted goods at the payment point

Assessment

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.