Customer Care and Sales Skills for Retail
6 Credits (ECTS)
Customer Care and Sales Skills for Retail
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€420 refund on this module
Module Description
This module focuses on cultivating exceptional customer care in retail settings. Participants will explore various customer types and develop skills to comprehend and fulfill their needs effectively.
They will gain insights into the reasons behind customer complaints and learn strategies to effectively resolve them.
Additionally, the module emphasizes the importance of selling skills and product knowledge, equipping participants with the tools to engage customers confidently and promote products effectively.
By the end of the training, participants will be adept at delivering outstanding customer service, enhancing customer satisfaction, and fostering long-term customer loyalty in the retail environment.
Entry Requirements
Candidates who apply for this course must possess:
- a pass in English Language* and Mathematics at MQF Level 3 (‘O’ Level or equivalent).
- Students whose first language is not English will be required to demonstrate evidence of an adequate level of English proficiency.
Target Audience
- This course is targeted at people within the retail sector and other individuals aspiring for professional and academic advancement in retail operations.
Career Paths
The possible positions for which this programme aims to prepare you for include, but are not limited, to:
- Store Assistant
- Sales Representative
- Retail Customer Care Representative
- Visual Merchandiser
How you’ll be assessed
The course comprises:
- Evening classes for part-time courses.
- Classes held throughout the day for full-time courses.
- Guided learning, presentations, comprising synchronous online discussions, tutorials and/or videos.
- Self-study hours comprising research, reading and assignment work.
Assessment
Assessment is carried out via two mandatory components:
- Modular Assessment
- Project Assessment
The programme includes different forms of assessment which allow for and promote students’ critical engagement. The formative and summative assessment tasks may include an in-class assignment and/or a home-based written assignment using diverse assessment tools which may take the form of online and in-class discussions, examinations, case studies, reports, proposals, essays, and presentations, etc., as applicable to the diverse modules.
Module Intake Dates
TBC TBC
Learning Outcomes
Competences:
At the end of the module/unit the learner will have acquired the responsibility and autonomy to:
- Be able to identify client’s needs and use this knowledge it in providing quality customer care.
- Manage angry customers and address their complaints.
- Deal adequately with various customer personalities during stressful situations.
- Guide clients using the product knowledge and selling skills.
Knowledge:
At the end of the module/unit the learner will have been exposed to the following:
- Introducing Customer Care.
- Identifying the customer needs.
- Handling customer complaints and own stress responses in difficult situations.
- Dealing with unsatisfied/ frustrated customers.
- Selling.
- Identifying the importance of product knowledge.
Skills:
At the end of the module/unit the learner will have acquired the following skills:
- Prioritise customers and manage their requests in a superior manner.
- Employ Interpersonal Skills in customer approach.
- Manage different types of customers.
- Develop and implement strategies in dealing with customers’ complaints.
- Identify and demonstrate how to apply basic selling principles.
Module-Specific Learner Skills
At the end of the module/unit the learner will be able to:
- Engage with fellow students in peer learning process to share own learning and development and assess and comment on progress of others in context of material being taught.
Module-Specific Digital Skills and Competences:
The learner will be able to:
- Navigate through the online learning platform to benefit from assignments, discussion boards, literature, tutorials etc