Overview

Framework:
RQF
Level:
Level 1
Unit No:
T/502/5819
Credits:
2
Guided learning hours:
17 hours

Assessment Guidance

N/A

Unit Learning Outcomes

1

Understand the importance of customer service to a retail business

Assessment Criteria

  • 1.1
    State what is meant by customer service in a retail business
  • 1.2
    Outline how customer service contributes to the success of a retail business

2

Understand what gives customers a positive initial impression of a retail business and its staff

Assessment Criteria

  • 2.1
    Outline the factors which contribute to a customer’s initial impression of a retail business
  • 2.2
    Outline how the staff of a retail business can help to give customers a positive initial impression

3

Understand how customer service is adapted to meet the needs of individual customers

Assessment Criteria

  • 3.1
    List the types of service which customers may need, including help with gaining access to products, facilities and information
  • 3.2
    List the main ways of meeting customers’ needs for service, including ways of giving customers access to products, facilities and information

4

Understand the importance of communication to the delivery of customer service

Assessment Criteria

  • 4.1
    Outline how written communication can contribute to the effectiveness of customer service
  • 4.2
    Outline how spoken communication and body language can contribute to the effectiveness of customer service
  • 4.3
    State how different types of questions can be used to find out what customers need
  • 4.4
    State why it is important to listen to customers

5

Understand a variety of customer complaints and problems

Assessment Criteria

  • 5.1
    List the main types of customer complaints and problems
  • 5.2
    Identify solutions to typical customer complaints and problems
  • 5.3
    Outline the ways in which the law protects the rights of consumers