Level 2 Certificate in Understanding Retail Operations

Level 2 Certificate in Understanding Retail Operations

Course information:

Interested in studying one of our retail courses? This qualification aims to provide you with a thorough understanding of retail operations, including effective customer service, teamwork and understanding what to expect when working in the retail sector.

 

Click here to see a sample of the course material

 

This course offers:

  • Paper based learning materials with online assessment

  • Paper based learning materials and paper based assessment

 

Please see a breakdown below of the units and sections within this course.


Unit 1: Understanding customer service in the retail sector
In this unit, you will understand how useful effective customer service is to a retail business, whilst looking into customer needs, customer service procedures and dealing with customer complaints.
This unit contains four sections, including:
• Section 1: The effect of customer service on retail business
• Section 2: Identifying customers’ needs and preferences
• Section 3: Customer service standards, policies and procedures
• Section 4: Resolving customer complaints and problems.


Unit 2: Understanding the retail selling process
This unit explores the benefits of product knowledge and using questions to identify customer needs. It also helps you gain an understanding of selling models and how sales are closed.
This unit contains four sections, including:
• Section 1: The five steps of the selling model
• Section 2: Using questions to identify customers’ needs
• Section 3: The benefits and uses of product knowledge
• Section 4: How sales are closed.


Unit 3: Understanding how individuals and teams contribute to the effectiveness of a retail business
This unit covers various aspects involved in the effectiveness of a retail business. This includes understanding employment rights and responsibilities, the importance of effective teamwork and communication skills, and how to improve personal performance to contribute to business success.
This unit contains six sections, including:
• Section 1: Employment rights and responsibilities
• Section 2: Understanding effective teamwork
• Section 3: Understanding effective communication skills
• Section 4: The roles and responsibilities of retail teams
• Section 5: Improving personal performance
• Section 6: How personal performance contributes to business success.


Unit 4: Understanding how a retail business maintains health and safety on its premises
This unit concentrates on health and safety in a retail environment. It will cover relevant health and safety legislation in retail, actions to take in emergency situations and what is general safe working practice.
This unit contains five sections, including:
• Section 1: Legal responsibilities for health and safety in retail
• Section 2: Dealing with emergencies
• Section 3: Reporting hazards and accidents
• Section 4: Safe handling, storage and disposal
• Section 5: Safe working practices.


Unit 5: Understanding retail consumer law
In this unit, you will examine consumer legislation, which will include protecting consumers from unfair trading practices. This unit will also cover the consequences for businesses and employees of contravening retail law.
This unit contains six sections, including:
Section 1: How consumer legislation protects customers’ rights
Section 2: Protecting consumers from unfair trading practices
Section 3: Consumer credit legislation
Section 4: Data protection legislation
Section 5: Legislation relating to licensed and age-restricted products
Section 6: The consequences of contravening retail law.


Unit 6: Understand how to deal with customer queries and complaints in a retail environment
Throughout this unit, you will gain an understanding of how to resolve queries and complaints in a retail environment and how this can increase customer loyalty and confidence.
This unit contains three sections, including:
• Section 1: How resolving queries and complaints contributes to customer loyalty and confidence
• Section 2: Dealing with customer queries
• Section 3: Managing angry customers when dealing with queries and complaints.


Unit 7: Understanding the handling of customer payments in a retail business
This unit helps you to develop an understanding of the different payment methods accepted by retailers and the risks associated with handling payments. You will explore the key responsibilities of a cashier when serving customers, including compliance with legal age restrictions on certain goods.
This unit contains four sections, including:
• Section 1: Methods of payment
• Section 2: Risks in handling payments
• Section 3: The cashier’s responsibility for providing service at the payment point
• Section 4: The cashier’s responsibilities when processing age-restricted goods.


Unit 8: Understanding the control, receipt and storage of stock in a retail business
In this unit, you will gain an understanding of the importance of maintaining the right stock levels and cover how goods are received on the premises. You will also explore how stock should be stored and checked regularly to prevent damage or loss.
This unit contains three sections, including:
• Section 1: The importance of having correct stock levels
• Section 2: How goods are received on the premises
• Section 3: Storage of stock.

 

Course Units:

  1. Understanding customer service in the retail sector
  2. Understanding the retail selling process
  3. Understanding how individuals and teams contribute to the effectiveness of a retail business
  4. Understanding how a retail business maintains health and safety on its premises
  5. Understanding retail consumer law
  6. Understand how to deal with customer queries and complaints in a retail environment
  7. Understanding the handling of customer payments in a retail business
  8. Understanding the control, receipt and storage of stock in a retail business

Study mode:

WORKBOOK

Start date:

Flexible start dates after 1st August 2020

End date:

Last enrolment 31st May 2021

Duration:

8-12 Weeks

Regional availability:

Attachments:

» posters/understanding-retail-operations-flyer.pdf
  (Type: .pdf - Size: 173 kb)

» posters/understanding-retail-operations-poster.pdf
  (Type: .pdf - Size: 265 kb)

Interested in this course?

Added on Wed 4th Sep 2019.
Last updated on Mon 3rd Aug 2020.

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