From Package: Retail Services
What you get
Unit Description
This training covers the performance outcomes, skills and knowledge required to promote loyalty programs to customers.
It covers the development of relationships with customers to identify regular and new repeat customers, and customers eligible for specific loyalty programs.
Learning Outcomes
| By the end of this training course, participants will: | |
| 1. Clarify details of loyalty programs |
1.1 Identify and review organizational information relating to loyalty programs. 1.2 Identify customer eligibility criteria and benefits for different loyalty programs. 1.3 Identify specific terms and conditions of different loyalty programs. |
| 2. Promote participation in loyalty programs |
2.1 Develop relationships with customers to identify eligibility for different loyalty programs. 2.2 Explain benefits, terms and conditions of loyalty programs to eligible customers. 2.3 Assist customers with loyalty program enrollment documentation. 2.4 Process loyalty program documentation according to workplace procedures. |
| 3. Offer loyalty rewards |
3.1 Identify personal responsibility and limitations in relation to offering rewards for customer loyalty. 3.2 Identify, and develop relationships with, regular customers and offer appropriate rewards for repeat business according to store policies. 3.3 Identify, and develop relationships with, new repeat customers and offer appropriate rewards for repeat business according to store policies. |
| 4. Review customer responses to loyalty programs |
4.1 Consider outcomes of loyalty program promotion to eligible customers and discuss potential for improvement with relevant staff. 4.2 Consider outcomes of offers of loyalty rewards to regular and new repeat customers and discuss potential for improvement with relevant staff. 4.3 Apply suggested improvements to build customer loyalty as directed by relevant staff. |
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