Copy of OC: Sales Assistant (General) (Retail Sales Advisor) 99669 – BConsult E-Learning

Occupational Certificate: Sales Assistant (General) (Retail Sales Advisor)

The Occupational Certificate for Sales Assistant (General), also known as Retail Sales Advisor, is a professional qualification that validates the skills and knowledge required to work in the retail sales industry. It serves as a credential for individuals seeking employment or advancement in various retail settings, such as department stores, boutiques, supermarkets, and other retail establishments.

Course Content

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Welcome to BCONSULT

Knowledge Module 1

Knowledge Module 2

Practical Skills Modules

KM 01: Principles of attending to different customers and resolving customer queries impacting on sales, Level 2, 4 Credits. 16 Topics | 1 Quiz

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Lesson Content

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The different types of customers encountered in a retail outlet

Successful customer service

Generally accepted ways of acknowledging the different types of customers

Principles and effects of first impressions in a sales environment

The effect of personal appearance and grooming in presenting a positive image on customers

The concept of personal zone awareness and professional language when interacting with customers 2

Four important phone etiquette rules Include

Generally accepted types of customer queries in the retail and wholesale sales environment

Generally accepted ways of handling customer complaints

Solving Retail Customer Complaints

Generally accepted ways of responding to or resolving customer queries.

The difference between a customer complaint and a query

Reasons for Escalating Customer Queries

Principles of escalating customer queries and complaints

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

KM 02: Principles of service excellence and building customer relationships in retail and wholesale sales, Level 3, 3 Credits. 40 Topics | 1 Quiz

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Lesson Content

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Introduction – Principles of Service Excellence and Building Customer Relationships in Retail and Wholesale Sales

The different types of service environments in the retail and wholesale industry

Understanding Retail

Importance of Retailing

The Difference Between Retail and Wholesale

Key Players in a Typical Retail Supply Chain

Different types of retail stores

A Breakdown of the Different Types of Retail Stores

Similarities between Self Service, Partial Service, and Full Service Wholesale and Retail Outlets

Differences between Self Service, Partial Service, and Full Service Wholesale and Retail Outlets Video 2

The Impact of the Service Environment on Customer Service

Services Offered by Retailers to Wholesalers and Manufacturers

The Difference Between Customer Service and Service Excellence

Customer Service vs Customer Experience

Creating an Exceptional Customer Experience

Meeting vs Exceeding Expectations

First Time Resolution Rate

The Total Customer Experience

The Personal Touch

What Is Customer Service

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KM 03: Concepts and principles of selling in a full-service retail and wholesale environment, Level 3, 4 Credits.

Practical Skills Modules: 5 Topics | 5 Quizzes

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Lesson Content

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522301001-PM-01: Interaction with different types of customers and present a positive image, NQF Level 2, 2 Credits

522301001-PM-01: Interaction with different types of customers and present a positive image, NQF Level 2, 2 Credits.

522301001-PM-02: Handle customer queries and complaints, Level 2, 2 Credits.

522301001-PM-02: Handle customer queries and complaints, Level 2, 2 Credits

522301001-PM-03: Provide customer service and build customer relationships, Level 3, 2 Credits.

522301001-PM-03: Provide customer service and build customer relationships, Level 3, 2 Credits.

522301001-PM-04: Sell products to customers using the sales cycle, Level 3, 3 Credits.

522301001-PM-04: Sell products to customers using the sales cycle, Level 3, 3 Credits

522301001-PM-05: Use advanced selling techniques, Level 3, 2 Credits.

522301001-PM-05: Use advanced selling techniques, Level 3, 2 Credits.

The different types of customers Quiz