Brief Job Description:

Individuals in this position interact with customers by giving specialized service and product demonstrations to maximize business in a retail environment whilst striving for continuous improvements in levels of services rendered.

Personal Attributes:

The individual needs to be physically fit to withstand working in a retail environment whilst being customer responsive. They need to have excellent product knowledge, interpersonal and listening skills.

Curriculum

• To process credit applications for purchases
• To help keep the store secure
• To help maintain health and safety
• To demonstrate products to customer
• To help customers choose right products
• To provide specialist support to customers facilitating purchases
• To maximise sales of goods & services
• To provide personalised sales & post-sales service support
• To create a positive image of self & organisation in the customers mind
• To resolve customer concerns
• To organise the delivery of reliable service
• To improve customer relationship
• To monitor and solve service concerns
• To promote continuous improvement in service
• To work effectively in a retail team
• To work effectively in an organisation

Description

• This OS describes the skills and knowledge required to effectively process credit applications for purchases.
• This OS describes the skills and knowledge required to help keep the store secure.
• This OS describes the skills and knowledge required to help maintain health and safety.
• This OS describes the skills and knowledge required to demonstrate products to customers.
• This OS describes the skills and knowledge required to help customers choose right products.
• This OS describes the skills and knowledge required to provide specialist support to customers facilitating purchases
• This OS describes the skills and knowledge required to maximise sales of goods & services.
• This OS describes the skills and knowledge required to provide personalised sales & post-sales service support.
• This OS describes the skills and knowledge required to create a positive image of self & organisation in the customers mind.
• This OS describes the skills and knowledge required to resolve customer concerns.
• This OS describes the skills and knowledge required to organise delivery of reliable service.
• This OS describes the skills and knowledge required to improve customer relationship.
• This OS describes the skills and knowledge required to monitor and solve service concerns.
• This OS describes the skills and knowledge required to promote continuous improvement in service.
• This OS describes the skills and knowledge required to work effectively within and with teams across a Retail environment.
• This OS describes the skills and knowledge required to work effectively in an organisation.

Scope

The scope covers the following:

This unit applies to individuals to process credit applications for purchases in retail operations.

• Process applications from customers for credit facilities
• Help keep the retail environment secure
• Deal with accidents and emergencies
• Help to reduce health and safety risks
• Demonstrate products to customers
• Help customers choose products
• Check the customer's preferences and buying decisions when making sales
• Give customers information and advice on specialist products
• Demonstrate specialist products to customers
• Identify opportunities to increase sales of particular products
• Promote particular products
• Provide a personalised service
• Provide an after sales service
• Establish effective rapport with customers
• Respond appropriately to customers
• Communicate information to customers
• Spot customer service problems
• Pick the best solution to resolve customer service problems
• Take action to resolve customer service problems
• Plan and organise the delivery of reliable customer service
• Review and maintain customer service delivery
• Use recording systems to maintain reliable customer service
• Improve communication with customers
• Balance the needs of customers and the organisation
• Exceed customer expectations to develop the relationship
• Solve immediate customer service problems
• Identify repeated customer service problems and options for solving them
• Take action to avoid the repetition of customer service problems
• Plan improvements in customer service based on customer feedback
• Implement changes in customer service
• Review changes that promote continuous improvement in customer service
• Support the work team
• Maintain personal presentation
• Develop effective work habits
• Support effective team working
• Help plan and organise own learning
• Help others learn
• The role may be performed in a range of Retail Operations
  • Department Store
  • Supermarket
  • Specialty Store
  • Fresh Food stores
  • Quick Service Food Stores