Interact with Customers

Interact with Customers

US 114903 NQF LEVEL: 2 CREDITS: 8 NOTIONAL HOURS: 80 

This course is aligned to unit standard 114903 at NQF level 2 worth 8 credits.

Duration

3 or 4 Days

This workshop is presented as both a public and an in-house workshop.

Introduction

This unit standard is intended for new entrants in Wholesale and Retail who interact with either internal or external customers. Persons credited with this standard function under general supervision and carry out established and familiar procedures in familiar environments. 

These persons are able to present a positive image to customers, respond to general customer enquiries in a friendly and pro-active manner, and provide basic information about the location and the price of products stocked in a wholesale or retail outlet. This person who is declared competent on this unit standard will not be required to deal with customer complaints. 

Course Content

Specific Outcome 1: Identify the standards for customer service.

1.    The manner in which a positive image is promoted to customers is explained as it applies to wholesale and retail 

2.    The policy on customer service is described in terms of the organisation. 

3.    Customer service standards in respect of own job is explained according to the requirements of the organisation. 

Specific Outcome 2: Present a positive image to customer.

1.    Personal appearance is checked if it is consistent with organisation's specific guidelines. 

2.    Customers are acknowledged and greeted according to organisational requirements. 

3.    The work area, stationery and equipment are checked if they meet the housekeeping standards. 

Specific Outcome 3: Respond to customer enquiries in a positive manner.

1.    Customers are approached in a pro-active manner according to the organisation's procedures 

2.    Special needs of customers are understood in relation to the assistance that can be offered 

3.    The customer's query is clearly understood and responded to according to organisational policy

4.    Customer is communicated with, in a manner that enhances the image of wholesale and retail 

5.    Customers are advised of the need to escalate the enquiry in a manner that satisfies both parties 

Who should attend?

• Sales Representatives
• Sales Supervisors
• Customer Service Representatives

Training Methodology

Our workshops are presented in a fun, interactive way and we also make use of short video clips, group exercises and role plays.

Learning Resources

Delegates receive comprehensive workbooks which include learning resources, templates and skills practices.

For further details please contact our Sales Manager

Workinfo.com is an Accredited Training Provider with Services Seta, number 2333. Workinfo.com is a Level 4 Contributor BBBEE company.

In-house training at discounted rates for groups can be provided where 6 or more learners are interested in attending. Training can be customised to suit the clients requirements.  

The training course can be offered in all centres throughout South Africa.