Overview

Framework:
RQF
Level:
Entry Level 3
Unit No:
D/504/7619
Credits:
3
Guided learning hours:
30 hours

Assessment Guidance

Portfolio of Evidence

Unit Learning Outcomes

1

Know why it is important to project a positive image of self/company to customers in a retail environment.

Assessment Criteria

  • 1.1
    Give reasons why a retail organisation needs to project a positive image to its customers.
  • 1.2
    Outline ways in which an individual retail employee can contribute to creating a positive image.

2

Know about routine customer service tasks in a retail environment.

Assessment Criteria

  • 2.1
    State the core customer service tasks expected of a retail employee.
  • 2.2
    Identify commonly-occurring customer enquiries in retail settings.
  • 2.3
    Identify situations where it would be appropriate to refer a customer to a more senior colleague.

3

Be able to interact positively with customers in a retail environment.

Assessment Criteria

  • 3.1
    Greet customers politely.
  • 3.2
    Check whether customers need assistance.
  • 3.3
    Respond in a helpful manner to customers’ queries and requests.
  • 3.4
    Provide key information about products and services.