Process customer orders for goods in a retail environment

Overview

Framework:
RQF
Level:
Level 2
Unit No:
R/503/5662
Credits:
3
Guided learning hours:
19 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 customer service in relation to processing customers’ orders.

Assessment Criteria

  • 1.1

    Explain the importance of giving customers clear, accurate and complete information about the terms of supply.

  • 1.2

    Explain the importance of keeping customers informed of the progress of their orders.

2

Understand the correct use of customer information in relation to processing customers’ orders.

Assessment Criteria

  • 2.1

    Describe the information that must be obtained from customers when they place orders.

  • 2.2

    Explain why information is needed from customers when they place orders, including any information that is required by law.

  • 2.3

    Outline the legal and organisational requirements relating to customer confidentiality.

  • 2.4

    Explain the consequences of not keeping customer information confidential.

3

Be able to find out what customers want to order.

Assessment Criteria

  • 3.1

    Ask questions to clarify customers’ requirements.

  • 3.2

    Use product information to help customers who are unsure which exact products will best meet their requirements.

4

Be able to check the availability of the goods customers want to order.

Assessment Criteria

  • 4.1

    Describe the available sources of supply.

  • 4.2

    Check the availability of goods and the terms and conditions of supply.

  • 4.3

    Offer alternative options to customers if the required goods are not currently in stock.

5

Be able to process orders for customers.

Assessment Criteria

  • 5.1

    Check customer identity and credit status in accordance with legal and organisational procedures.

  • 5.2

    Prepare accurate and complete orders using the organisation’s required format.

  • 5.3

    Communicate orders to those responsible for fulfilling them in line with organisational procedures.

  • 5.4

    Maintain the requisite level of confidentiality when storing, using and sharing customer information.