Level 2 Certificate in Understanding Retail Operations

Unit 1: Understanding customer service in the retail sector

In this unit your employees will learn how effective customer service is to a retail business whilst looking into customer needs, service procedures and complaints.

Unit 2: Understanding the retail selling process

This unit will increase your employees’ understanding of the benefits of product knowledge and using questions to identify customer needs.

Unit 3: Understanding how individuals and teams contribute to the effectiveness of a retail business

In this unit your employees will cover various aspects involved in the effectiveness of a retail business, including employment rights and responsibilities and the importance of effective teamwork and communications skills.

Unit 4: Understanding how a retail business maintains health and safety on its premises

This unit will increase your employees’ understanding of health and safety in a retail environment, including what actions to take in an emergency and what is safe working practice.

Unit 5: Understanding retail consumer law

In this unit your employees will examine consumer legislation, which includes protection against unfair trading practices. They will also learn about the consequences for businesses and employees of contravening retail law.

Unit 6: Understand how to deal with customer queries and complaints in a retail environment

In this unit your employees will gain an understanding of how to resolve queries and complaints in a retail environment and how this could contribute to customer confidence.

Unit 7: Understanding the handling of customer payments in a retail business

This unit helps your employees to develop an understanding of the different payment methods accepted from retail customers and the risks involved in handling payments. This will cover the key responsibilities of a retail cashier.

Unit 8: Understanding the control, receipt and storage of stock in a retail business

In this unit, your employees will generate an understanding of the importance of having the right stock levels and will learn how goods are received and how stock should be stored to prevent damage or loss.