Rita Charitable Trust

Retail Sales Associate (1 years course)

Retail Sales Associate click here

Brief Job Description
Individuals in this position interact with customers by giving specialized service and product
demonstrations to maximize business in a retail environment whilst striving for continuous improvements
in levels of services rendered.

Retail Sales Associate (1 years course)
Retail Sales Associate (1 years course)


Personal Attributes
The individual needs to be physically fit to withstand working in a retail environment whilst being customer responsive. They need to have excellent product knowledge, interpersonal and listening skills.

To process credit applications for purchases
Description
This OS describes the skills and knowledge required to effectively process credit applications for
purchases.


Scope
The scope covers the following :
Process applications from customers for credit facilities
Elements and Performance Criteria
Process applications from customers for credit facilities
To be competent, the user/individual on the job must be able to:
PC1. identify the customers needs for credit facilities


PC2. clearly explain to the customer the features and conditions of credit facilities.
PC3. provide enough time and opportunities for the customer to ask for clarification or more
information.
PC4. accurately fill in the documents needed to allow the customer to get credit.
PC5. successfully carry out the necessary credit checks and authorization procedures.
PC6. promptly refer difficulties in processing applications to the right person


Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. the features and conditions of the credit facilities offered by the company.
KU2. legal and company requirements for giving information to customers when offering them
credit facilities.


KU3. legal and company procedures for carrying out credit checks and getting authoriszation for
credit facilities.
KU4. whom to approach for advice and help in sorting out difficulties in processing applications.
KU5. how to determine the credit worthiness of an individual by using appropriate techniques and
tools


Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. complete documentation accurately
GS2. write simple reports when required
GS3. read information accurately

GS4. read and interpret data sheets
GS5. follow instructions accurately
GS6. use gestures or simple words to communicate where language barriers exist
GS7. use questioning to minimise misunderstandings
GS8. display courteous and helpful behaviour at all times
GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. plan and schedule routines
GS11. build relationships with internal and external customers
GS12. respond to breakdowns and malfunction of equipment
GS13. respond to unsafe and hazardous working conditions
GS14. respond to security breaches
GS15. identify and evaluate the supporting given for credit applications
GS16. determine the impact of doing a thorough credit check for all applications received

To help keep the store secure
Description
This OS describes the skills and knowledge required to help keep the store secure.
Scope
The scope covers the following :
Help keep the retail environment secure
Elements and Performance Criteria
Help keep the retail environment secure


To be competent, the user/individual on the job must be able to:
PC1. take prompt and suitable action to reduce security risks as far as possible, where it is within
the limits of his/her responsibility and authority to do so
PC2. follow company policy and legal requirements when dealing with security risks
PC3. recognise when security risks are beyond his/her authority and responsibility to sort out, and
report these risks promptly to the right person
PC4. use approved procedures and techniques for protecting personal safety when security risks
arise


PC5. follow company policies and procedures for maintaining security while working
PC6. follow company policies and procedures for making sure that security will be maintained when
he/she goes on breaks and when he/she finishes work


Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. the types of security risk that can arise in the workplace
KU2. with how much authority and responsibility he/she has to deal security risks, including legal
rights and duties


KU3. the company policy and procedures for dealing with security risks in the workplace
KU4. whom to report security risks to, and how to contact them
KU5. the company policies and procedures for maintaining security while working
KU6. the company policies and procedures for making sure that security will be maintained when
you go on your breaks and when you finish work
KU7. approved procedures and techniques for ensuring personal safety when security risks arise


Generic Skills (GS)
User/individual on the job needs to know how to:

GS1. complete documentation accurately
GS2. write simple reports when required
GS3. read information accurately
GS4. read and interpret data sheets
GS5. follow instructions accurately


GS6. use gestures or simple words to communicate where language barriers exist
GS7. use questioning to minimise misunderstandings
GS8. display courteous and helpful behaviour at all times
GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. plan and schedule routines


GS11. build relationships with internal and external customers
GS12. respond to breakdowns and malfunction of equipment
GS13. respond to unsafe and hazardous working conditions
GS14. respond to security breaches
GS15. respond to emergency situations as per the escalation matrix
GS16. determine the impact of not securing the loss prevention and security equipment

To help maintain health and safety
Description
This OS describes the skills and knowledge required to help maintain health and safety


Scope
The scope covers the following :
Deal with accidents and emergencies
Help to reduce health and safety risks
Elements and Performance Criteria


Deal with accidents and emergencies
To be competent, the user/individual on the job must be able to:
PC1. follow company procedures and legal requirements for dealing with accidents and
emergencies


PC2. speak and behave in a calm way while dealing with accidents and emergencies.
PC3. report accidents and emergencies promptly, accurately and to the right person
PC4. recognize when evacuation procedures have been started and follow company procedures for
evacuation


Help to reduce health and safety risks
To be competent, the user/individual on the job must be able to:
PC5. follow the health and safety requirements laid down by the company and by law, and
encourage colleagues to do the same
PC6. promptly take the approved action to deal with risks if he/she is authorised to do so
PC7. report risks promptly to the right person, if he/she does not have the authority
PC8. use equipment and materials in line with the manufacturers instructions


Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. company procedures and legal requirements for dealing with accidents and emergencies
KU2. how to report accidents and emergencies to promote health and safety
KU3. legal and company requirements for reporting accidents and emergencies
KU4. company procedures for evacuation, including how the alarm is raised and where emergency
exits and assembly points are


KU5. health and safety requirements laid down by the company and by law
KU6. setting a good example contributing to health and safety in the workplace
KU7. authority and responsibility for dealing with health and safety risks, and the importance of
not taking on more responsibility than he/she is authorized to

KU8. approved procedures for dealing with health and safety risks
KU9. how to find instructions for using equipment and materials
KU10. techniques for speaking and behaving in a calm way while dealing with accidents and
emergencies
KU11. emergency response techniques
KU12. using machinery and escape methods to have minimal loss to material and life


Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. complete documentation accurately
GS2. write simple reports when required
GS3. read information accurately
GS4. read and interpret data sheets


GS5. follow instructions accurately
GS6. use gestures or simple words to communicate where language barriers exist
GS7. use questioning to minimise misunderstandings
GS8. display courteous and helpful behaviour at all times
GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. plan and schedule routines


GS11. build relationships with internal and external customers
GS12. respond to breakdowns and malfunction of equipment
GS13. respond to unsafe and hazardous working conditions
GS14. respond to security breaches

To demonstrate products to customers
Description
This OS describes the skills and knowledge required to demonstrate products to customers.


Scope
The scope covers the following :
Demonstrate products to customers
Elements and Performance Criteria
Demonstrate products to customers


To be competent, the user/individual on the job must be able to:
PC1. prepare the demonstration area and check that it can be used safely
PC2. check whether the required equipment and products for demonstration are in place.
PC3. demonstrate products clearly and accurately to customers.
PC4. present the demonstration in a logical sequence of steps and stages
PC5. cover all the features and benefits he/she thinks are needed to gain the customers interest
PC6. promptly clear away the equipment and products at the end of the demonstration and connect
with the customer


Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. how to prepare the demonstration area effectively and checking it is safe.
KU2. how to organise demonstrations into logical steps and stages, and how this makes
demonstrations more effective.


KU3. how to communicate clear and accurate information during demonstrations.
KU4. how to clear equipment and products away promptly at the end of the demonstration and
connect with the customer
KU5. the importance of demonstrations in promoting and selling products.
KU6. features and benefits of the products he/she is responsible for demonstrating.
KU7. applicable warranty, replacement / repair.
KU8. annual maintenance costs (if applicable).


Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. complete documentation accurately

GS2. write simple reports when required
GS3. read information accurately
GS4. read and interpret data sheets
GS5. follow instructions accurately


GS6. use gestures or simple words to communicate where language barriers exist
GS7. use questioning to minimise misunderstandings
GS8. display courteous and helpful behaviour at all times
GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. plan and schedule routines


GS11. build relationships with internal and external customers
GS12. respond to breakdowns and malfunction of equipment
GS13. respond to unsafe and hazardous working conditions
GS14. respond to security breaches

To help customers choose right products
Description
This OS describes the skills and knowledge required to help customers choose right products.


Scope
The scope covers the following :
Help customers choose products
Check the customer’s preferences and buying decisions when making sales
Elements and Performance Criteria
Help customers choose products


To be competent, the user/individual on the job must be able to:
PC1. find out which product features and benefits interest individual customers and focus on these
when discussing products.
PC2. describe and explain clearly and accurately relevant product features and benefits to
customers.


PC3. compare and contrast products in ways that help customers choose the product that best
meets their needs.
PC4. check customers responses to his/her explanations, and confirm their interest in the product.
PC5. encourage customers to ask questions & respond to their questions, comments & objections
in ways that promote sales & goodwill.
PC6. identify suitable opportunities to tell the customer about associated or additional products
and do so in a way that promotes sales and goodwill.


PC7. constantly check the store for security, safety and potential sales whilst helping customers.
‘Check the customer”s preferences and buying decisions when making sales’
To be competent, the user/individual on the job must be able to:
PC8. give customers enough time to evaluate products and ask questions.
PC9. handle objections and questions in a way that promotes sales and keeps the customers
confidence.


PC10. identify the need for additional and associated products and take the opportunity to increase
sales.
PC11. clearly acknowledge the customers buying decisions.
PC12. clearly explain any customer rights that apply.
PC13. clearly explain to the customer where to pay for their purchases.


Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. how to promote sales and goodwill

KU2. how to help customers choose products
KU3. how to explain product features and benefits to customers in ways that they understand and
find interesting


KU4. how to check and interpret customer responses
KU5. how to adapt explanations and respond to questions and comments in ways that promote
sales and goodwill


KU6. how to encourage customers to ask for clarification and more information
KU7. the risks of not paying attention to the store, in terms of security, safety and lost sales
KU8. how to recognise buying signals from customers
KU9. how to handle objections and questions confidently and effectively
KU10. legal rights and responsibilities of retailers and customers to do with returning of
unsatisfactory goods


KU11. techniques for closing the sale
KU12. product features and benefits


Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. complete documentation accurately
GS2. write simple reports when required
GS3. read information accurately
GS4. read and interpret data sheets


GS5. follow instructions accurately
GS6. use gestures or simple words to communicate where language barriers exist
GS7. use questioning to minimise misunderstandings
GS8. display courteous and helpful behaviour at all times
GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. plan and schedule routines


GS11. build relationships with internal and external customers
GS12. respond to breakdowns and malfunction of equipment
GS13. respond to unsafe and hazardous working conditions
GS14. respond to security breaches

To provide specialist support to customers facilitating
purchases
Description
This OS describes the skills and knowledge required to provide specialist support to customers facilitating
purchases.


Scope
The scope covers the following :
Give customers information and advice on specialist products
Demonstrate specialist products to customers
Elements and Performance Criteria


Give customers information advice on specialist products
To be competent, the user/individual on the job must be able to:
PC1. talk to customers politely and in ways that promote sales and goodwill.
PC2. use the information given by the customer to find out what they are looking for.
PC3. help the customer understand the features and benefits of the products they have shown an
interest in.


PC4. explain clearly and accurately the features and benefits of products and relate these to the
customers needs.
PC5. promote the products that give the best match between the customers needs and the stores
need to make sales.
PC6. spot and use suitable opportunities to promote other products where these will meet the
customers needs.


PC7. control the time he/she spends with the customer to match the value of the prospective
purchase.
PC8. constantly check the store for safety, security and potential sales while helping individual
customers.


Demonstrate specialist products to customers
To be competent, the user/individual on the job must be able to:
PC9. find out if the customer is willing to see a demonstration.
PC10. set up demonstrations safely and in a way that disturbs other people as little as possible.
PC11. check whether he/she has everything needed to give an effective demonstration.


PC12. give demonstrations that clearly show the use and value of the product.
PC13. offer customers the opportunity to use the product themselves, where appropriate.
PC14. give customers enough chance to ask questions about the products or services he/she is
demonstrating to them.
PC15. check that the store will be monitored for security, safety and potential sales while he/she is
carrying out demonstrations.

Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. how to help customers decide what to buy by comparing and contrasting the features,
advantages and benefits of products for them
KU2. how the time of day affects customers willingness to engage in conversation with a
salesperson


KU3. how to give customers product information that is relevant to their individual needs and
interests
KU4. how to find out which product features and benefits interest individual customers
KU5. how to adapt appropriate speech, body language and sales style to appeal to different kinds
of customers


KU6. company policy on customer service and how this applies to giving specialist information
and advice to customers
KU7. how to set up safe and effective demonstrations of the specialist products he/she is
responsible for promoting
KU8. keeping the customer interested during demonstrations
KU9. responding to the customers comments and questions during demonstrations
KU10. features and benefits of the specialist products


KU11. advantages compared with similar products offered by competitors
KU12. up to date product knowledge
KU13. the importance of demonstrations in promoting and selling products


Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. complete documentation accurately
GS2. write simple reports when required
GS3. read information accurately
GS4. read and interpret data sheets
GS5. follow instructions accurately


GS6. use gestures or simple words to communicate where language barriers exist
GS7. use questioning to minimise misunderstandings
GS8. display courteous and helpful behaviour at all times
GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. plan and schedule routines


GS11. build relationships with internal and external customers
GS12. respond to breakdowns and malfunction of equipment
GS13. respond to unsafe and hazardous working conditions
GS14. respond to security breaches

To maximise sales of goods & services
Description
This OS describes the skills and knowledge required to maximise sales of goods & services.
Scope
The scope covers the following :
Identify opportunities to increase sales of particular products
Promote particular products
Elements and Performance Criteria


Identify opportunities to increase sales of particular products
To be competent, the user/individual on the job must be able to:
PC1. identify promotional opportunities and estimate their potential to increase sales.
PC2. identify promotional opportunities which offer the greatest potential to increase sales.
PC3. report promotional opportunities to the right person.
PC4. fill in the relevant records fully and accurately.
Promote particular products


To be competent, the user/individual on the job must be able to:
PC5. tell customers about promotions clearly and in a persuasive way.
PC6. identify and take the most effective actions for converting promotional sales into regular
future sales.
PC7. gather relevant and accurate information about the effectiveness of promotions, and
communicate this information clearly to the right person.
PC8. record clearly and accurately the results of promotions.


Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. seasonal trends and how they affect opportunities for sales
KU2. how to estimate and compare the potential of promotional opportunities to increase sales
KU3. whom to approach about the identified promotional opportunities
KU4. techniques for building customers interest in regularly buying in future the product you are
promoting


KU5. how to evaluate and record the results of promotions
KU6. the difference between the features and benefits of products
KU7. how to promote the features and benefits of products to customers
KU8. techniques of encouraging customers to buy the product being promoted

Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. complete documentation accurately
GS2. write simple reports when required
GS3. read information accurately
GS4. read and interpret data sheets
GS5. follow instructions accurately


GS6. use gestures or simple words to communicate where language barriers exist
GS7. use questioning to minimize misunderstandings
GS8. display courteous and helpful behavior at all times
GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. plan and schedule routines


GS11. build relationships with internal and external customers
GS12. respond to breakdowns and malfunction of equipment
GS13. respond to unsafe and hazardous working conditions
GS14. respond to security breaches

To provide personalized sales & post-sales service support
Description
This OS describes the skills and knowledge required to provide personalized sales & post-sales service
support.


Scope
The scope covers the following :
Provide a personalized service
Provide an after sales service
Elements and Performance Criteria
Provide a personalized service


To be competent, the user/individual on the job must be able to:
PC1. use available information in the client records to help prepare for consultations.
PC2. check whether the work area is clean and tidy and that all the required equipment are in
hand before starting a consultation.


PC3. quickly create a rapport with the client at the start of the consultation.
PC4. talk and behave towards the client in ways that project the company image effectively.
PC5. ask questions to understand the clients buying needs, preferences and priorities.
PC6. tactfully check, where appropriate, how much the client wants to spend.


PC7. explain clearly to the client the features and benefits of the recommended products or
services and relate these to the clients individual needs.
PC8. identify suitable opportunities to sell additional or related products or services that are suited
to the clients needs.
PC9. make recommendations to the client in a confident and polite way and without pressurizing
them.
PC10. pace client consultations to make good use of the selling time while maintaining good
relations with the client.


PC11. meet the company’s customer service standards while dealing with the client.
Provide an after sales service
To be competent, the user/individual on the job must be able to:
PC12. follow the company’s procedures for keeping client records up-to-date.
PC13. record client information accurately and store it in the right places in the company’s system.
PC14. keep client information confidential and share it only with people who have a right to it.


PC15. keep to clients wishes as to how and when they may be contacted.
PC16. follow the company’s policy and procedures for contacting clients.
PC17. tell clients promptly and offer any other suitable products or services, where promises
cannot be kept.

Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. companys desired image and how to project this to clients
KU2. how to use information in client records to prepare for client visits
KU3. how to create and maintain a rapport with clients, both new and existing
KU4. the types of question to ask clients to find out about their buying needs, preferences and
priorities


KU5. how to ask clients tactfully how much they want to spend
KU6. how to relate the features and benefits of products or services to the clients needs
KU7. how to identify suitable opportunities to sell additional or related products
KU8. how to recommend clients in a way that encourages them to accept the recommendation,
without pressurising them


KU9. how to balance the need to make immediate sales with the need to maintain good business
relations with the client, and how to do so
KU10. companys customer service standards and how to apply these when providing a
personalised service to clients


KU11. how to keep client records up-to-date and store them correctly
KU12. company procedures for updating client records
KU13. company systems and procedures for recording and storing client information
KU14. relevant aspects of the data protection laws and company policy for client confidentiality
KU15. how to keep ones promises to clients


KU16. brands and services, including seasonal trends, new brands or services, promotions, stock
levels, competitor comparisons, and additional services such as store cards, gift wrapping or
delivery


Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. complete documentation accurately
GS2. write simple reports when required
GS3. read information accurately


GS4. read and interpret data sheets
GS5. follow instructions accurately
GS6. use gestures or simple words to communicate where language barriers exist
GS7. use questioning to minimise misunderstandings
GS8. display courteous and helpful behaviour at all times


GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. plan and schedule routines
GS11. build relationships with internal and external customers
GS12. respond to breakdowns and malfunction of equipment

GS13. respond to unsafe and hazardous working conditions
GS14. respond to security breaches

To create a positive image of self & organization in the
customer’s mind
Description
This OS describes the skills and knowledge required to create a positive image of self & organisation in the customers mind


Scope
The scope covers the following :
Establish effective rapport with customers
Respond appropriately to customers
Communicate information to customers
Elements and Performance Criteria


Establish effective rapport with customers
To be competent, the user/individual on the job must be able to:
PC1. meet the organisations standards of appearance and behaviour
PC2. greet customers respectfully and in a friendly manner


PC3. communicate with customers in a way that makes them feel valued and respected
PC4. identify and confirm customers expectations
PC5. treat customers courteously and helpfully at all times
PC6. keep customers informed and reassured
PC7. adapt appropriate behaviour to respond effectively to different customer behaviour


Respond appropriately to customers
To be competent, the user/individual on the job must be able to:
PC8. respond promptly to a customer seeking assistance
PC9. select the most appropriate way of communicating with customers


PC10. check with customers to ensure complete understanding of their expectations
PC11. respond promptly and positively to customers’ questions and comments
PC12. allow customers time to consider his/her response and give further explanation when
appropriate


Communicate information to customers
To be competent, the user/individual on the job must be able to:
PC13. quickly locate information that will help customers
PC14. give customers the information they need about the services or products offered by the
organisation
PC15. recognise information that customers might find complicated and check whether they fully
understand
PC16. explain clearly to customers any reasons why their needs or expectations cannot be met

Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. organisations standards for appearance and behaviour
KU2. organisations guidelines for how to recognise what customers want and respond appropriately
KU3. organisations rules and procedures regarding the methods used for communication
KU4. how to recognise when a customer is angry or confused
KU5. organisations standards for timeliness in responding to customer questions and requests for
information


Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. complete documentation accurately
GS2. write simple reports when required
GS3. read information accurately
GS4. read and interpret data sheets
GS5. follow instructions accurately


GS6. use gestures or simple words to communicate where language barriers exist
GS7. use questioning to minimize misunderstandings
GS8. display courteous and helpful behavior at all times
GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. plan and schedule routines


GS11. build relationships with internal and external customers
GS12. respond to breakdowns and malfunction of equipment
GS13. respond to unsafe and hazardous working conditions
GS14. respond to security breaches

To resolve customer concerns
Description
This OS describes the skills and knowledge required to resolve customer concerns.
Scope


The scope covers the following :
Spot customer service problems
Pick the best solution to resolve customer service problems
Take action to resolve customer service problems
Elements and Performance Criteria
Spot customer service problems


To be competent, the user/individual on the job must be able to:
PC1. identify the options for resolving a customer service problem
PC2. work with others to identify and confirm the options to resolve a customer service problem
PC3. work out the advantages and disadvantages of each option for customers and the
organisation


PC4. pick the best option for customers and the organisation
PC5. identify for customers other ways that problems may be resolved if you are unable to help
Pick the best solution to resolve customer service problems
To be competent, the user/individual on the job must be able to:
PC6. identify the options for resolving a customer service problem


PC7. work with others to identify and confirm the options to resolve a customer service problem
PC8. work out the advantages and disadvantages of each option for your customer and your
organisation


PC9. pick the best option for your customer and your organisation
PC10. identify for your customer other ways that problems may be resolved if you are unable to
help
Take action

to resolve customer service problems
To be competent, the user/individual on the job must be able to:
PC11. discuss and agree the options for solving the problem with customers
PC12. take action to implement the option agreed with the customer
PC13. work with others and the customer to make sure that any promises related to solving the
problem are kept


PC14. keep customers fully informed about what is happening to resolve problem
PC15. check with customers to make sure the problem has been resolved to their satisfaction
PC16. give clear reasons to customers when the problem has not been resolved to their satisfaction
Knowledge and Understanding (KU)

The individual on the job needs to know and understand:
KU1. the importance of listening carefully to customers about problems they have raised
KU2. how to ask customers about the problem to check ones understanding
KU3. how to recognise repeated problems and alerting appropriate authority
KU4. how to share customer feedback with others to identify potential problems before they
happen


KU5. how to identify problems with systems and procedures before they begin to affect customers
Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. complete documentation accurately
GS2. write simple reports when required
GS3. read information accurately
GS4. read and interpret data sheets
GS5. follow instructions accurately


GS6. use gestures or simple words to communicate where language barriers exist
GS7. use questioning to minimise misunderstandings
GS8. display courteous and helpful behaviour at all times
GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. plan and schedule routines


GS11. build relationships with internal and external customers
GS12. respond to breakdowns and malfunction of equipment
GS13. respond to unsafe and hazardous working conditions
GS14. respond to security breaches

To organise the delivery of reliable service
Description
This OS describes the skills and knowledge required to organise delivery of reliable service


Scope
The scope covers the following :
Plan and organise the delivery of reliable customer service
Review and maintain customer service delivery
Use recording systems to maintain reliable customer service
Elements and Performance Criteria


Plan and organise the delivery of reliable customer service
To be competent, the user/individual on the job must be able to:
PC1. plan, prepare and organise everything that is needed to deliver a variety of services or
products to different types of customers


PC2. organise what he/she does to ensure consistency in giving prompt attention to customers.
PC3. reorganise his/her work to respond to unexpected additional workloads
Review and maintain customer service delivery
To be competent, the user/individual on the job must be able to:
PC4. maintain service delivery during very busy periods and unusually quiet periods and when
systems, people or resources have let you down
PC5. consistently meet customers expectations


PC6. balance the time he/she takes with customers with the demands of other customers seeking
attention
PC7. respond appropriately to customers when they make comments about the products or
services being offered
PC8. alert others to repeated comments made by customers
PC9. take action to improve the reliability of his/her service based on customer comments
PC10. monitor whether the action taken has improved the service given to customers
Use recording systems to maintain reliable customer service


To be competent, the user/individual on the job must be able to:
PC11. record and store customer service information accurately following organisational guidelines
PC12. select and retrieve customer service information that is relevant, sufficient and in an
appropriate format
PC13. quickly locate information that will help solve a customers query
PC14. supply accurate customer service information to others using the most appropriate method
of communication


Knowledge and Understanding (KU)

The individual on the job needs to know and understand:
KU1. the importance of having reliable and fast information for customers and the organisation
KU2. organisational procedures and systems for delivering customer service
KU3. how to identify useful customer feedback


KU4. how to communicate feedback from customers to others
KU5. organisational procedures and systems for recording, storing, retrieving and supplying
customer service information
KU6. legal and regulatory requirements regarding the storage of data
KU7. how to use CRM software to capture customer feedback and draw analysis


Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. complete documentation accurately
GS2. write simple reports when required
GS3. read information accurately
GS4. read and interpret data sheets
GS5. follow instructions accurately


GS6. use gestures or simple words to communicate where language barriers exist
GS7. use questioning to minimize misunderstandings
GS8. display courteous and helpful behavior at all times
GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. plan and schedule routines


GS11. build relationships with internal and external customers
GS12. respond to breakdowns and malfunction of equipment
GS13. respond to unsafe and hazardous working conditions
GS14. respond to security breaches

To improve customer relationship
Description
This OS describes the skills and knowledge required to improve customer relationship


Scope
The scope covers the following :
Improve communication with customers
Balance the needs of customers and the organisation
Exceed customer expectations to develop the relationship
Elements and Performance Criteria


Improve communication with customers
To be competent, the user/individual on the job must be able to:
PC1. select and use the best method of communication to meet customers expectations.
PC2. take the initiative to contact customers to update them when things are not going as per
plan or when further information is required.


PC3. adapt appropriate communication to respond to individual customers feelings.
Balance the needs of customers and the organisation
To be competent, the user/individual on the job must be able to:
PC4. meet customers expectations within the organisations service offer.
PC5. explain the reasons to customers sensitively and positively when their expectations cannot
be met.


PC6. identify alternative solutions for customers either within or outside the organisation.
PC7. identify the costs and benefits of these solutions to the organisation and to customers.
PC8. negotiate and agree solutions with customers which satisfy them and are acceptable to the
organisation.


PC9. take action to satisfy customers with the agreed solution.
Exceed customer expectations to develop the relationship
To be competent, the user/individual on the job must be able to:
PC10. make extra efforts to improve his/her relationship with customers.
PC11. recognise opportunities to exceed customers expectations.


PC12. take action to exceed customers expectations within the limits of his/her authority.
PC13. gain the help and support of others to exceed customers expectations.


Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. how to make best use of the method of communication chosen for dealing with customers

KU2. how to negotiate effectively with customers.
KU3. how to assess the costs and benefits to customers and the organisation of any unusual
agreement made.


KU4. customer loyalty and/or improved internal customer relationships to the organisation
Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. complete documentation accurately
GS2. write simple reports when required
GS3. read information accurately


GS4. read and interpret data sheets
GS5. follow instructions accurately
GS6. use gestures or simple words to communicate where language barriers exist
GS7. use questioning to minimise misunderstandings
GS8. display courteous and helpful behaviour at all times


GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. plan and schedule routines
GS11. build relationships with internal and external customers
GS12. respond to breakdowns and malfunction of equipment
GS13. respond to unsafe and hazardous working conditions
GS14. respond to security breaches

To monitor and solve service concerns
Description
This OS describes the skills and knowledge required to monitor and solve service concerns
Scope


The scope covers the following :
Solve immediate customer service problems
Identify repeated customer service problems and options for solving them
Take action to avoid the repetition of customer service problems
Elements and Performance Criteria


Solve immediate customer service problems
To be competent, the user/individual on the job must be able to:
PC1. respond positively to customer service problems following organisational guidelines.
PC2. solve customer service problems when he/she has sufficient authority
PC3. work with others to solve customer service problems


PC4. keep customers informed of the actions being taken
PC5. check with customers that they are comfortable with the actions being taken
PC6. solve problems with service systems and procedures that might affect customers before they
become aware of them


PC7. inform managers and colleagues of the steps taken to solve specific problems
Identify repeated customer service problems and options for solving them
To be competent, the user/individual on the job must be able to:
PC8. identify repeated customer service problems


PC9. identify the options for dealing with a repeated customer service problem and consider the
advantages and disadvantages of each option
PC10. work with others to select best options for solving repeated customer service problems,
balancing customer expectations with the needs of the organisation
Take action to avoid the repetition of customer service problems


To be competent, the user/individual on the job must be able to:
PC11. obtain the approval of somebody with sufficient authority to change organisational guidelines
in order to reduce the chance of a problem being repeated.
PC12. action the agreed solution
PC13. keep customers informed in a positive and clear manner of steps being taken to solve any
service problems
PC14. monitor the changes that have been made and adjust them if appropriate


Knowledge and Understanding (KU)

The individual on the job needs to know and understand:
KU1. organisational procedures and systems for dealing with customer service problems
KU2. organisational procedures and systems for identifying repeated customer service problems.
KU3. how successful resolution of customer service problems contributes to customer loyalty with
external customer & improved working relationships with service partners or internal
customers.
KU4. how to negotiate with and reassure customers while their problems are being solved


Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. complete documentation accurately
GS2. write simple reports when required
GS3. read information accurately
GS4. read and interpret data sheets


GS5. follow instructions accurately
GS6. use gestures or simple words to communicate where language barriers exist
GS7. use questioning to minimise misunderstandings
GS8. display courteous and helpful behaviour at all times
GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. plan and schedule routines


GS11. build relationships with internal and external customers
GS12. respond to breakdowns and malfunction of equipment
GS13. respond to unsafe and hazardous working conditions
GS14. respond to security breaches