Award in Occupational Studies 600/2853/1. This award is made up of: A range of optional units across 14 occupational areas. This scheme focuses on the.

Award in Occupational Studies

600/2853/1

This award is made up of: A range of optional units across 14 occupational areas.This scheme focuses on the retail industry and includes the following 3 units:1. understanding the business of retail.2. developing Customer Service Skills.3. problem solving at work.

Understanding the business of retail

A/502/5756

What you will cover in this unit

understand how retail outlets differ in size and type understand the range of retail occupations understand the retail supply chain understand the contribution that the retail sector makes to the economy of the United Kingdom understand how customers’ concerns influence the products and services offered by retailers.

The retail sector

Retail channels

retail is the sale of goods to end users, not for resale, but for use and consumption by the purchaser there are 3 main ways for goods to get to customers:1. purchased in a store2. bought via a catalogue – mail order, party plan3. internet.

Types of retail organisations

national chains, eg Boots, Marks & Spencer specialist shops which sell a limited range of products, eg Mothercare, Waterstones, Halford department stores, eg Debenhams, House of Fraser independents, eg family-owned businesses, local shops convenience stores discount/clearance/factory outlets, eg Poundland internet-based organisations, eg Amazon, ebay market traders

Retail locations

high street shopping centres superstores/hypermarkets retail parks local community shops street markets online stores.

The importance of Retail

retail is the largest private sector employing almost 3 million people over 50% of staff are employed part time 40% are employed full time 10% are self employed many young people are employed in retail

source: Working Futures 2010 -2020 (Wilson & Homenidou, 2011)

Working in Retail

shop assistant customer services merchandiser stock controller HR finance head office.

Researching retail jobs

Retail supply chain

The Retail supply chain looks at the process of how products are made and get to the customer.

How do apples get to the end customer?

Raw ingredients

Manufacture

Warehouse

Retail

Customer

Retail and ethics

customers have concerns over ethical issues on wellbeing and environment retailers aim to sell products and services produced in a way that minimises social and/or environmental damage, while avoiding products and services deemed to have a negative impact on society or the environment eg, Fairtrade suppliers, campaigns against clothing sweatshops.

Retail and the environment

making goods transporting goods packaging and waste management recycling, reusing, reducing store energy ethical and Fairtrade traffic to stores.

Marks & Spencer – Plan A

Developing customer service skills

M/500/5682

What you will cover in this unit

understand the benefits to the organisation of good customer service understand the possible consequences of poor customer service understand the value of first impressions understand positive verbal and non-verbal interaction with customers understand that respect for the individual is at the heart of good customer service understand his/her role in dealing with complaints from customers.

Your experience of receiving customer service

in pairs, think about and discuss your experiences as a shopper think about a time when you had a very positive shopping experience what made it so good?

now think about a time when you had a disappointing shopping experience what was bad about it?

What is Customer Service?

good customer service is the lifeblood of any retail business promotions and discounted prices may bring in customers but unless you can get some of those customers to come back again, your business won’t be profitable for long good customer service is all about bringing customers back customer service is about sending them away happy – happy enough to pass positive feedback on to their friends and family and to become repeat customers.

What is customer service? customer service is more than serving customers - it includes trying your best to make sure that the customer is satisfied customer service is being friendly and helpful to customers customer service is helping customers satisfy the need that brought them into the store customer service is offering that little something to make the customer feel that they are special and welcome customer service means having thorough knowledge of your stock range, experience with your products, and being able to help customers make the best choices for them good customer service maintains current customers and helps attract new ones.

What else can you add to this list?

The Customer Experience

what are customers looking for when they buy products and services?– a solution to meet their needs– a product/service which will do the job properly– a quality product which will last for as long as needed– a guarantee– a pleasant experience when purchasing.

what else can you think of that a shopper will be looking for?

Customers will expect

to feel welcomed into the shop staff to listen to their requirements staff to be helpful staff to be knowledgeable staff to be polite staff to be patient staff to be able to resolve any problems to pay a price which meets their budget to buy a product or service which meets their needs a positive experience.

Poor customer service

thinking about your experiences of receiving poor customer service, what did you do about it? what would the impact be on an organisation if customers were to receive poor service? why do retailers ensure staff are trained in customer service?

First impressions

a first impression says everything you never get a second chance to make a good first impression.

Skills needed to ensure good customer service

1. know your products and services

2. listen to your customers3. have good communication

skills:– verbal– non-verbal

4. have empathy with your customers

5. be able to solve problems.

Verbal communicationThe way we speak is made up of a number of different elements:

1. the words we use2. the type of language we use in different

situations (chatty, jargon)3. tone of voice (angry, upset, nervous, serious,

happy)4. Pace (slow, moderate or fast)5. Medium (face to face, on the telephone).

What makes a good listener?

we all listen don’t we?

in pairs can you come up with 10 points on what makes a poor listener

now looking at each point, how can you change it so you can be a good listener.

How can you show you are listening actively?

stop what you are doing to listen to the speaker make sure your mind is focused make eye contact with the speaker be quiet nod your head and accept what they say use expressions like “I see”, “Yes” , “ah ha” and “Hmmm” check your understanding by asking questions use open body language try to hear what the speaker is attempting to say – don’t let your own views or emotions affect your listening do not judge the speaker based on appearance.

Activity: listening triads you will be allocated into groups of 3:

– one person will be the speaker– one person will be the listener– one person will be the

observer the speaker has to select a subject to talk about from the list the listener must listen actively to the speaker the observer should watch and listen, make notes on how they showed listening and questioning skills and feedback.

Topics to talk about

a. a favourite hobby or leisure activityb. the best holiday you have ever hadc. your favourite film/TV programmed. the 3 things you would take to a desert

islande. your favourite book.

Non–verbal communication:

Non-verbal communication is how we send out messages and signals without talking, including:

eye contact touch physical gestures body language behaviour facial expression posture closeness to other people, eg ‘invading personal space’

Body language & active listening

Good body language nodding leaning forward eye contact making notes discreetly tilting head towards speaker mirroring body language.

Bad body language slouching yawning tapping your fingers rolling your eyes looking away from the speaker crossing arms/legs.

Customer confidentiality

why is it important for certain information to be kept confidential?

why is this important to the customer? why is it important to the organisation?

Treating customers with respect

Equality is ensuring customers or groups of customers are treated fairly and equally and no less favourably, specific to their needs, including areas of race, gender, disability, religion or belief, sexual orientation and age Diversity aims to recognise, respect and value people’s differences in culture and background.

Dealing with complaints

we cannot satisfy customers all the time customer service involves dealing with customer complaints effectively.

Main types of complaints

Complaints can generally be categorised into one of the following 3 types:1. product quality or faulty2. complaints about the service received3. individual personnel

– such as a complaint against a member of staff.

Dealing with customer complaintsStep 1

• listen carefully to what the customer has to say, and let them finish

Step 2

• ask questions in a caring and concerned manner

Step 3

• try to see the issue from the customer’s point of view

Step 4

• apologise without blaming

Step 5

• ask the customer, “What would be an acceptable solution to you?”

Step 6

• solve the problem, or find someone who can solve it - quickly!

Record keeping keep details of the problems or complaints as this will help you to come up with solutions or improvements.

– date– details of the problem or complaint For

example: ‘Cheese mouldy before use-by date’

– action taken such as: ‘Provided two replacement packs of cheese’

– costs involved in resolving the problem. For example: ‘We supplied two replacement packs at a cost of £5.20.’

Complaints are opportunities

“A customer

with a return is a returning customer.”

Problem solving at work

A/502/3585

What you will cover in this unit

understand the different types of problems they might encounter in a place of work

understand how problems can be solved know how to recognise possible solutions to a

specific problem.

What kind of problems might you encounter at work?

Are they to do with: people? tasks? resources?

What kinds of problems?

work with your group and read the problems on the cards provided are the problems to do with: - people?

- tasks?- resources? Produce a mind-map showing the types of problems and which group they belong to.

How do you solve the problem?

look at the problem your group has been given

- why has the problem happened?- could it have been prevented?

match up a ‘possible solution’ card with your ‘problem’ card do you think this is the best approach to solving the problem?

How do you solve the problem?

can you think of other ways to solve the problem? agree in your group which method / solution is the best work individually to prepare a flip chart sheet or PowerPoint slide describing your problem and the way your group agreed to solve it.

Colleague being bullied

Natalie, a work colleague was upset at work and when you asked if she was ok she said she was being bullied by another team member how would you advise Natalie to deal with the problem? working in groups of 5 - discuss and try to solve the problem.

Colleague being bullied how would you solve the problem? would you deal it:

- informally?- formally?- could it be a simple mistake or a misunderstanding?

agree the best option for approaching and solving the problem why did you choose that option?

Problems at work?

have you experienced any problems at work? how did you/or others deal with them? compare examples of dealing with problems with your class.