Retail Management QLS Level 3 and Customer Service QLS Level 3

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