Help Customers to Choose Products in a Retail Environment

Overview

Framework:
RQF
Level:
Level 2
Unit No:
T/503/5685
Credits:
6
Guided learning hours:
20 hours

Assessment Guidance

Workplace assessment of occupational competence is required. This must be carried out in line with the guidance available from the Learning Provider’s section of Skillsmart Retail’s website (www.skillsmartretail.com). The guidance consists of: Assessment Principles; a booklet containing assessment guidance for each unit; and a list of some agreed equivalences between previous and current versions of units.

Unit Learning Outcomes

1

Understand the importance of focusing on the individual customer’s requirements

Assessment Criteria

  • 1.1
    explain the importance of customer confidence and loyalty to the business
  • 1.2
    explain the importance of focusing on the product features and benefits that interest the individual customer
2

Know how sales are confirmed with the customer and closed

Assessment Criteria

  • 2.1
    describe how to recognise buying signals
  • 2.2
    describe techniques for closing the sale
3

Be able to find out what products customers may be interested in buying

Assessment Criteria

  • 3.1
    ask customers questions to find out:
    •what they are looking for
    •which product features and benefits interest them
4

Be able to help customers to choose the products that best meet their needs

Assessment Criteria

  • 4.1
    describe relevant product features and benefits accurately in ways that attempt to help customers to differentiate between products
  • 4.2
    give customers the opportunity to evaluate products and ask questions
  • 4.3
    respond to customers’ questions in ways that attempt to encourage sales and promote goodwill
5

Be able to close sales

Assessment Criteria

  • 5.1
    confirm customers’ buying decisions
  • 5.2
    use questioning techniques to ascertain whether customers need any associated or additional products
  • 5.3
    explain to customers any customer rights that apply to their purchases
  • 5.4
    ensure that customers know where to pay for their purchases