Page 9 - 2024 ITS Catalogue Correspondence - Nov2023

SERVICE INDUSTRIES

| LEVEL 2

RETAIL SKILLS 101 SUCCESS IN RETAIL

Level: 2 Level: 2

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

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

Maintain positive customer service interactions in a retail Learn the importance of effective communication and
environment while following safe work practices. product knowledge to be successful in retail.

Retail employers are always seeking new staff who Learning the skills required to be successful in retail are
understand the importance of creating a respectful only a couple of things that this course offers.
and enjoyable experience for the customer. Being safe,
positive and efficient is mandatory for all staff to look You will learn about the importance of product knowledge
after their customers and keep the business healthy, safe and effective communication skills. Also delves into the
and thriving! world of theft and fraud and the effect that can have to
the workplace.
In this course you will learn how to:
• Understand safe work practices that are required In this course you will learn how to:
• Handle and lift stock safely • Develop effective verbal communication skills
• Understand consequences of unsafe work practices • Develop product knowledge
• Give G.R.E.A.T service • Deal with customer enquiries successfully
• Provide a positive customer service and experience • Learn essential selling techniques
• Know the benefit and value for the customer when it • Know legislative requirements in retail industry
comes to product knowledge • Know practices to detect staff, customer and
• Identify features and characteristics for products suppliers’ theft and fraud
sold • Know measures for preventing theft and fraud
• Identify and match products effectively to the happening in the workplace
customers’ needs and enquiry • Know legal requirements and rights for those CORRESPONDENCE
• Know different sale techniques suspected of theft and fraud

NZQA unit 11971 v8 | 3 credits NZQA unit 28301 v3 | 5 credits
Use safe work practices in a retail environment under Demonstrate knowledge of products and product
supervision information in a retail environment

NZQA unit 11941 v8 | 2 credits NZQA unit 24997 v4 | 5 credits
Establish and maintain positive customer service Demonstrate knowledge of theft and fraud in a retail or
interactions in a retail environment distribution environment

NZQA unit 11938 v7 | 5 credits
Assist customers to select goods and/or services

CORRESPONDENCE PACKAGES 9