Retail Management Level 3 and Customer Service Level 3

Course code: OSC1073

Develop your career in retail, from home! 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.

  • 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 Overview

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.

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.

Course Duration

Up to 2 years.

Study Hours

Approximately 160 hours.

Course Outcome

You will receive a Certificate of Achievement in Retail Management Level 3 and a Certificate of Achievement in Customer Service Level 3.

Entry Requirements

There are no specific entry requirements for this course.

Assessment

Tutor-marked assignments.

Course Content

Retail Management Level 3

  • 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
  • What is customer service?
  • The importance of customer service
  • The experience of being in your store
  • Locating the right product
  • Solving customers' problems
  • 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
  • Direct channels
  • Access and convenience
  • Standardisation
  • Localisation
  • Clustering
  • Suppliers and manufacturer partnerships
  • Point of purchase
  • Distribution 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
  • 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

  • Why customer service is important today
  • Putting customers first
  • Customer service as value
  • Customer service as experience
  • How people experience your business
  • 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
  • Easy access
  • Helping to solve a customer's problem/s
  • Providing expertise
  • Value for money
  • The ability to affect the purchase easily and quickly
  • Getting feedback
  • How you respond when things go wrong
  • Treating customers with respect
  • Customer service is not an add-on
  • Seven aspects of how an organisation works
  • Strategy
  • Structure
  • Systems