From Package: Retail Services
What you get
Unit Description
This training covers the performance outcomes, skills and knowledge required for effective communication with customers and other staff in the workplace.
The skills include:
- Establishing contact with customers
- Processing information
- Working in a team
- Maintaining personal presentation
- Following routine instructions
- Reading and interpreting retail documents
- Select and use verbal and non-verbal communication techniques to interact with colleagues and customers in a positive and inclusive manner
- Interpret and generate workplace information in a variety of formats
Learning Outcomes
| By the end of this training course, participants will: | |
| 1. Communicate face-to-face with customers |
1.1 Maintain a welcoming customer environment that reflects store branding and market position and is in line with store policy and procedures. 1.2 Greet customer warmly according to store policy and procedures. 1.3 Create effective service environment through verbal and non verbal interaction according to store policy and procedures. 1.4 Use questioning and active listening to determine customer needs. 1.5 Demonstrate confidentiality and tact. |
| 2. Use technology to communicate with customers |
2.1 Answer telephone according to store procedures. 2.2 Use questioning and active listening to identify caller and establish and confirm requirements. 2.3 Use telephone system functions according to instructions. 2.4 Use email, social networking sites and other technologies to receive and process information and customer requests in line with store policy and procedures. 2.5 Record and promptly pass on messages or information. 2.6 Inform customer of any problems and relevant action being taken. 2.7 Perform follow-up action as necessary. |
| 3. Communicate with customers and colleagues from diverse backgrounds |
3.1 Value and treat customers and colleagues from diverse backgrounds with respect and sensitivity. 3.2 Consider cultural differences in verbal and non verbal communication. 3.3 Use gestures or simple words to communicate where language barriers exist. 3.4 Obtain assistance from colleagues or supervisors when required to facilitate communications. |
| 4. Work in a team |
4.1 Demonstrate a courteous and helpful manner at all times. 4.2 Complete allocated tasks willingly, according to set timeframes. 4.3 Actively seek or provide assistance by approaching other team members when difficulties arise. 4.4 Identify and use lines of communication with supervisors and peers according to store policy. 4.5 Encourage, acknowledge and act upon constructive feedback provided by other team members. 4.6 Use questioning to minimize misunderstandings. 4.7 Identify signs of potential workplace conflict wherever possible and take action to resolve the situation using open and respectful communication. 4.8 Participate in team problem solving. |
| 5. Read and interpret retail documents |
5.1 Identify and list a range of retail documents. 5.2 Read and interpret information from a range of retail documents. 5.3 Demonstrate appropriate application of information contained in retail documentation. |
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