Retail Management QLS Level 3 and Customer Service QLS Level 3

This dual aspect of this course makes it ideal for those wishing to progress into a retail management position, or for current retail managers wishing to maximise their career development and understand the wider business of successful retailing. During the Retail Management QLS Level 3 course, you will explore market segmentation, the role of experience in shopping, the importance of customer service, and much more. Meanwhile, the Customer Service QLS Level 3 course will enable you to learn the strategic importance of customer service for any business. This course will allow you to study when and where you want, at your own pace. All coursework can be submitted by post or email making it simple and hassle-free. All of the materials will be delivered to you by post or email, so it couldn’t be easier. What next? Following the successful completion of this course, you will be able to put your newfound knowledge into practice and develop your career. If after, you're looking to enhance your knowledge even further, take a look at the other management and leadership courses we offer. Potential future job titles:

• Store manager
• Assistant store manager
• Inventory control specialists

Awarding body This course has been endorsed by the Quality Licence Scheme for its high-quality. The Quality Licence Scheme, endorses high-quality, non-regulated provision and training programmes. This course and/or training programme has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course and/or training programme is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.

Course Content

Customer Service QLS Level 3

Unit 1 What is customer service?

• Why customer service is important today
• Putting customers first
• Customer service as value
• Customer service as experience
• How people experience your business

Unit 2 Getting started

• Customer interactions as a chain
• How your organisation presents itself to potential customers
• Getting the environment right
• Providing confidence in your product or service
• Conclusions

Unit 3 Serving customers

• Easy access
• Helping to solve a customer's problem/s
• Providing expertise
• Value for money
• The ability to affect the purchase easily and quickly

Unit 4 Feedback and putting things right

• Getting feedback
• How you respond when things go wrong
• Treating customers with respect

Unit 5 Creating a customer service culture: business

• Customer service is not an add-on
• Seven aspects of how an organisation works
• Strategy
• Structure
• Systems

Unit 6 Creating a customer service culture: people

• Style
• Staff
• Skills
• Shared values

Retail Management QLS Level 3

Unit 1 The context of retail

• Retail management is changing
• Losing touch with consumers
• Market segmentation
• Rational models
• The role of experience in shopping
• Finding out how customers feel
• Brands: meaning and values

Unit 2 Customer service

• What is customer service?
• The importance of customer service
• The experience of being in your store
• Locating the right product
• Solving customers' problems

Unit 3 Sourcing your retail business

• The value chain
• What to stock and whom to sell it to
• Who to buy supplies from
• Inventory management
• Forecasting and early sales data
• Restocking and rapid supply

Unit 4 Getting products to your customers

• Direct channels
• Access and convenience
• Standardisation
• Localisation
• Clustering
• Suppliers and manufacturer partnerships
• Point of purchase
• Distribution strategy

Unit 5 Your pricing strategy

• A return to haggling?
• Advertising and promotion
• Social media and publicity
• Is cheapest best?
• Costs
• Price-matching
• Signposting
• Customer loyalty schemes
• Other pricing strategies
• Real value integrity

Unit 6 Managing your people

• Getting the right people
• Creating a customer-oriented culture
• Personality and motivation
• Managing performance
• Setting motivational SMART goals
• Expectations, value and brand
• Training and developing people
• Leading and managing people
• Role modelling
• Coaching
• Learning about people