522301001-KM-01: Principles of attending to different types of customers and resolving customer queries impacting on sales, Level 2, 4 Credits

522301001-KM-01: Principles of attending to different types of customers and resolving customer queries impacting on sales, Level 2, 4 Credits.

Associated Assessment Criteria for Exit Level Outcome 1:

The generally accepted ways of greeting and acknowledging diverse customers in order to promote customer service and create a positive first impression are explained.

The way in which different types of customers encountered in a wholesale and retail environment should be handled is explained with examples appropriate to the scenarios given.

The impact that personal appearance, grooming, the use of professional language and housekeeping has on the customer is explained in terms of the image of the sales assistant and the store.

Responses to customer queries on product location, stock availability and promotions are appropriately made and information given in regard to the query.

Associated Assessment Criteria for Exit Level Outcome 2:

The importance of acknowledging customers waiting for service is explained in terms of its impact on customer service, sales and the image of the store.

The impact that good and poor service has on sales in a business is explained in terms of its effect on getting customers to return to the store.

Suggestions to build relationships with customers are given for situations where the customer is dissatisfied with the service received in the past and also in cases where customers are happy with the service received so as to motivate them to recommend the store to others.