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Retail Management Level 3 and Customer Service Level 3

Open Study College
Course summary
649 GBP
English
Distance
e-learning / Online / Distance

Course description

Course Content

Retail Management Level 3

Unit 1: The Context of Retail

  • Retail management is changing
  • Losing touch with consumers
  • Market segmentation
  • Rational  models
  • The role of experience in shopping
  • Finding out how customers feel
  • Brands: meaning and values

 Unit 2: Customer Service

  • What is customer service?
  • The importance of customer service
  • The experience of being in your store
  • Locating the right product
  • Solving customers' problems

Unit 3: Sourcing Your Retail Business

  • The value chain
  • What to stock and whom to sell it to
  • Who to buy supplies from
  • Inventory management
  • Forecasting and early sales data
  • Restocking and rapid supply

Unit 4: Getting Products to Your Customers

  • Direct channels
  • Access and convenience
  • Standardisation
  • Localisation
  • Clustering
  • Suppliers and manufacturer partnerships
  • Point of purchase
  • Distribution strategy

Unit 5: Your Pricing Strategy

  • A return to haggling?
  • Advertising and promotion
  • Social media and publicity
  • Is cheapest best?
  • Costs
    Price-matching
  • Sign-posting
  • Customer loyalty schemes
  • Other pricing strategies
  • Real value integrity

Unit 6: Managing Your People

  • Getting the right people
  • Creating a customer-oriented culture
  • Personality and motivation
  • Managing performance
  • Setting motivational SMART goals
  • Expectations, value and brand
  • Training and developing people
  • Leading and managing people
  • Role modelling
  • Coaching
  • Learning about people

Customer Service Level 3

Unit 1: What is customer service?

  • Why customer service is important today
  • Putting customers first
  • Customer service as value
  • Customer service as experience
  • How people experience your business

Unit 2: Getting Started

  • Customer interactions as a chain
  • How your organisation presents itself to potential customers
  • Getting the environment right
  • Providing confidence in your product or service
  • Conclusions

Unit 3: Serving Customers

  • Easy access
  • Helping to solve a customer's problem/s
  • Providing expertise
  • Value for money
  • The ability to effect the purchase easily and quickly

Unit 4: Feedback and Putting Things Right

  • Getting feedback
  • How you respond when things go wrong
  • Treating customers with respect

Unit 5: Creating a Customer Service Culture: Business

  • Customer service is not an add-on
  • Seven aspects of how an organisation works
  • Strategy
  • Structure
  • Systems

Unit 6: Creating a Customer Service Culture: People

  • Style
  • Staff
  • Skills
  • Shared values

Why choose Open Study College

Trusted by over 73,000 students

Study from home, at your own pace

Discounts on selected courses

Expenses



Pay Now: GBP 649.00
OR 6 Monthly Instalments of GBP 112.35 with a deposit of GBP
74.90 totalling 749

About provider

Open Study College - First class home learning with a difference!

At Open Study College we exceed in delivering a unique home learning experience! Having helped over 73,000 people improve their skills with a trusted qualification, Open Study College is one of the UK’s largest distance learning colleges. Offering over 500...


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