Showroom Retailing Level 3

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

Unit 1: Describe the Essential Elements of Customer Service

• 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

Unit 2: Describe the Essential Elements of Sales

• 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

Unit 3: Adopt Good Practice with a Variety of Communication Methods

• The communication process
• The importance of adopting good communication practices
• Structuring communications
• Checking others’ fully understand the communication
• Influencing people
• Managing conflict and resolving discrepancies

Unit 4: Choose Appropriate Communication Methods

• Using verbal communication in a retail environment
• Using listening skills in a retail environment
• Using questioning skills in a retail environment
• Using non-verbal communication in a retail environment
• Using written communication in a retail environment
• Using visual communications in a retail environment
• Adjusting communications to suit the context and the needs of the recipient
• Overcoming barriers due to physical communication problems
• The consequences of poor communication

Unit 5: Identify Ways of Improving Personal Communications Skills

• Identify communication skills, knowledge and behaviours required for your job
• Identifying any communication 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

Unit 6: Basics of In-Store Operations for Telecom, FMCG and Consumer Durables

• Window displays
• Store design and layout
• In-store visual merchandising
• Creating in-store displays
• Stock selection
• Maintaining the retail premises’ image
• Receiving, processing, handling and storing stock
• Stocktaking
• Store safety and security of stock

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.