2. Understand how retail 2.1 Describe methods of businesses find out about approaching customers on the sales customers’ needs and floor and the questioning and x x preferences listening techniques for finding out what customers are looking for 2.2 Describe how customer feedback is collected and used to x improve customer service 3. Understand the importance 3.1 Explain the difference between to a retail business of customer service standards, x customer service standards, customer service policies and policies and procedures customer service procedures 3.2 Describe the benefits to the customer of customer service x standards, policies and procedures 3.3 Describe the benefits to retail businesses of customer service x standards, policies and procedures 4. Understand how customer 4.1 Describe the main types of x complaints and problems are customer complaints and problems resolved in a retail business 4.2 Describe techniques for listening to customers expressing concerns a product or service, x and for reassuring customers that their concerns have been heard and understood 4.3 Describe the key stages in resolving complaints to the x customers’ satisfaction Understanding the retail selling process SCQF Level: 5 and SCQF Credit Value: 2 working Answer Learning Outcome Assessment Criteria Observation Simulation/ Question environment Realistic 1. Understand the five steps of 1.1 Outline the five steps of the the selling model selling model x x 1.2 Explain why an effective rapport needs to be created with x customers
2. Understand how retail businesses find out about customers’ needs and preferences 2.1 Describe methods of approaching customers on the sales floor and the questioning and listening techniques for finding out what customers are looking for x x 2.2 Describe how customer feedback is collected and used to improve customer service x 3. Understand the importance to a retail business of customer service standards, policies and procedures 3.1 Explain the difference between customer service standards, customer service policies and customer service procedures x 3.2 Describe the benefits to the customer of customer service standards, policies and procedures x 3.3 Describe the benefits to retail businesses of customer service standards, policies and procedures x 4. Understand how customer complaints and problems are resolved in a retail business 4.1 Describe the main types of customer complaints and problems x 4.2 Describe techniques for listening to customers expressing concerns a product or service, and for reassuring customers that their concerns have been heard and understood x 4.3 Describe the key stages in resolving complaints to the customers’ satisfaction x Understanding the retail selling process SCQF Level: 5 Observation Question and Answer Simulation/ Realistic working environment SCQF Credit Value: 2 Learning Outcome Assessment Criteria 1. Understand the five steps of the selling model 1.1 Outline the five steps of the selling model x x 1.2 Explain why an effective rapport needs to be created with customers x
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