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Retail Management & Customer Services

RETAIL

Type:

Open Study

577

Course No:

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Overview

Develop your career in Retail, from home!

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This bundle enables you to gain a solid understanding of all core aspects of Retail Management, combined with a thorough understanding of Customer Service principles and practice.

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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.

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On this bundle you will:

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  • Learn the strategic importance of customer service for any business

  • Study the key aspects of how to deliver great customer service

  • Learn how to create and lead your own customer service culture

  • Discover the importance of supply chain and inventory management

  • Understand the role that pricing strategy and how it influences consumer choice

  • Develop your ability to manage people and their performance

Course Content

RETAIL MANAGEMENT LEVEL 3

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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

  • Sign-posting

  • 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


CUSTOMER SERVICE 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 effect 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

Other Information

Assessment

This course is assessed by a series of written assignments which are marked by your tutor. No external examination is required.

Study Method

You will study this course by distance learning, which will enable you to learn when and where you want. You can study from home or at work; it is completely up to you. All your materials will be posted or emailed to you online, whichever you choose. You will also receive our award-winning tutor support by email, so help is only a click away!​

Course Duration

Once enrolled, you will have two years to complete this bundle (one year per course), which will allow you to work at your own pace, without the pressure of tight deadlines. You will also receive 12 months tutor support for each course, so you can feel confident that you’ll get the help you need. This bundle will take you approximately 240 hours. Studying around your work and family commitments has never been easier.

Course Outcomes

At the end of this course successful learners will receive two Certificates of Achievement by ABC Awards and a Learner Unit Summary (This lists details of all the units you have completed as part of your course).

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The course itself has been designed by Open Study College to meet specific learners’ or employers’ requirements. The course has been endorsed under the ABC Awards’ Quality Licence Scheme. This means Open Study College have undergone external quality checks to ensure that the organisation and the courses’ it offers meet a high standard. Regular reviews of our courses are carried out as part of the endorsement process.

The completion of this course alone does not lead to an Ofqual regulated qualification, but may be used as evidence of knowledge and skills towards regulated qualifications in the future. The unit summary can be used as evidence towards your Recognition of Prior Learning if you wish to progress your studies in this sector.

Retail Management & Customer Services

Course No:

577