Page 12 - 2024 ITS Catalogue Correspondence - Nov2023

SERVICE INDUSTRIES

| LEVEL 3

ADVANCED CUSTOMER SERVICES STORE DETECTIVE

Level: 3 Level: 3

Credits: 10 Cost $195 Credits: 7 Cost $195

- Theory: Yes - Theory: Yes
- Practical: Yes (workplace or simulated) - Practical: No

Become a retail superstar by using your new salesperson Learn the means to explain practices used to detect and
skills and customer service techniques. reduce theft and fraud.

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

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