Advising and supporting customers on the use of in-store web-based retail facilities

Overview

Framework:
RQF
Level:
Level 2
Unit No:
R/505/9380
Credits:
3
Guided learning hours:
24 hours

Assessment Guidance

This unit requires workplace assessment of occupational competence.

Simulation is not allowed for any performance evidence within this unit.

People 1st Assessment Principles for Retail Qualifications can be found on their website (http://www.people1st.co.uk)

Unit Learning Outcomes

1

Understand factors to consider when advising and supporting customers on the use of in-store web-based retail facilities.

Assessment Criteria

  • 1.1

    Explain the importance of achieving a balance between demonstration, instruction and customers’ own activity in operating the facilities, as appropriate to customers’ levels of expertise, attitude and confidence in using web-based technology.

  • 1.2

    Explain their own organisation’s practices and requirements relating to advising and supporting customers on the use of the web-based facilities.

2

Be able to address customers’ requirements via in-store web-based retail selling facilities.

Assessment Criteria

  • 2.1

    Operate all aspects of their own organisation’s web-based facilities correctly and with confidence.

  • 2.2

    Determine customers’ requirements in accessing web-based facilities.

  • 2.3

    Assess customers’ levels of understanding regarding how to use the web-based facilities.

3

Be able to promote and support customers’ use of in-store web-based retail selling facilities.

Assessment Criteria

  • 3.1

    Promote use of the organisation’s web-based facilities with enthusiasm, relating their features and benefits to the relevant needs of customers.

  • 3.2

    Explain the use of the facilities:

    • clearly and correctly
    • in a manner which promotes understanding
    • in a manner which is appropriate to their customers’ existing appreciation and attitude to the technology being demonstrated

  • 3.3

    Provide opportunities for customers to ask questions, checking for understanding.

  • 3.4

    Respond to customers’ questions in ways that promote sales and goodwill.

  • 3.5

    Support customers in operating in-store web-based facilities as appropriate to their customers’ needs and levels of confidence in the use the web-based facilities.

4

Be able to seek and use feedback regarding their own organisation’s in-store web-based retail selling facilities.

Assessment Criteria

  • 4.1

    Seek feedback from customers upon the experience of using the organisation’s web-based facilities.

  • 4.2

    Respond to customer feedback in ways that promote goodwill.

  • 4.3

    Report positive comments and any suggested improvements to the relevant person.