NCFE Retail Knowledge Level 2 Certificate

Unit 1: Understanding Customer Service in the Retail Sector

Understand the effect of customer service on retail business
Understand how retail businesses find out about customers’ needs and preferences
Understand the importance to a retail business of customer service standards, policies and procedures
Understand how customer complaints and problems are resolved in a retail business. 

Unit 2: Understanding the Retail Selling Process

Understand the five steps of the selling model
Understand how questions are used to identify customers’ needs
Understand the benefits and uses of product knowledge
Understand how sales are closed.

Unit 3: Understanding how Individuals and Teams Contribute to the Effectiveness of a Retail Business

Know the employment rights and responsibilities of an employee and the employer
Understand the importance and characteristics of effective team work in retail business
Understand the impact of effective communication skills when working in a retail team
Understand how the roles and responsibilities of retail teams relate to the structure and function of organisations Understand how to improve personal performance • Understand how personal performance contributes to business success

Unit 4: Understanding how a Retail Business Maintains Health and Safety on its Premises

Know the main provisions of health and safety legislation in relation to a retail business
Know what actions to take in an emergency
Understand the employees’ responsibilities in reporting hazards and accidents that typically occur on the premises of a retail business
Understand safe handling, storage and disposal
Understand safe working practices.

Unit 5: Understanding Retail Consumer Law

Understand how consumer legislation protects the rights of customers
Know the main provisions for the protection of consumers from unfair trading practices
Know the main provisions of consumer credit legislation in relation to retail
Know the main provisions of data protection legislation in relation to retail
Know the main provisions of the law relating to the sale of licensed and agerestricted products
Understand the consequences for businesses and employees of contravening retail law.

Unit 7: Understanding the Handling of Customer Payments in a Retail Business

Know the methods of payment accepted from retail customers
Understand the risks involved in handling payments
Understand the cashier’s responsibility for providing service at the payment point
Understand the cashier’s responsibilities when processing age-restricted goods at the payment point.