Page 12 - 2025 ITS Correspondence Catalogue

SERVICE INDUSTRIES

ADVANCED CUSTOMER SERVICES

Level: 3 RETAIL READY
- LEVEL 3
Credits: 12 Cost $195
Level: 3
- Theory: Yes
- Practical: Yes (workplace or simulated) Credits: 12 Cost $195

Become a retail superstar by using your new salesperson - Theory: Yes
skills and customer service techniques. - Practical: No

Learning the skills required to be successful in retail are Learn the means to explain practices used to detect
only a couple of things that this course offers. and reduce theft and fraud, and how to effectively
communicate any issues that may arise.
You will learn about the importance of product
knowledge and effective communication skills. Also Learn the ins and outs of being a Store Detective! This
delves into the world of theft and fraud and the effect is a great course that will provide you with the means
that can have to the workplace. to explain practices used to detect and reduce staff
and customer theft n fraud in a retail or distribution
In this course you will learn how to: environment. You’ll learn the legal definitions, terminology
• Demonstrate and apply product or service used and the consequences that can occur.
knowledge in a service delivery workplaceDescribe
the skills and qualities of a salesperson. In this course you will learn how to:
• Apply skills and qualities of a salesperson during a • Identify theft and fraud in the workplace
sales transaction in accordance with organizational • Learn how to protect merchandise
procedures. • Know the legal definitions of theft and fraud in retail
• Utilise customer service techniques to adapt to and distribution
varying customer behavioral styles in the workplace. • Know practices to detect staff theft and fraud
• Reflect and evaluate the customer service • Knowledge of ways to reduce staff theft and fraud
techniques effectiveness after a customer • Know the consequences for customers convicted of
interaction theft and fraud
• Understand consequences of theft and fraud from
an employer
NZQA unit 11818 v7 | 4 credits • Understand how employee theft can affect
Demonstrate and apply product or service knowledge in an employee’s future social and employment
a service delivery workplace
opportunities
• Understand the Crimes Act 1961 and legal
NZQA unit 11831 v8 | 6 credits
Apply skills and qualities of a salesperson in a retail or requirements
distribution environment
NZQA unit 24999 v3 | 4 credits
NZQA unit 376 v9 | 2 credits Explain practices to detect and reduce staff theft and
Employ customer service techniques to accommodate fraud in a retail or distribution environment
customer behavioral styles in a workplace
NZQA unit 24996 v3 | 3 credits
Explain the legal definitions and consequences of theft
and fraud in a retail or distribution environment

NZQA unit 27928 v2 | 5 credits
12
Interact with other staff, managers and customers to
provide service delivery outcomes