| CERTIFICATE III IN RETAIL OERATIONS (CUSTOMER SERVICE) (WRR30202) |
| Requiring 9 units for the qualification ( 5 core units and 4 elective units). |
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| Implementation Plan |
| The Certificate III in Retail Operations (Customer Service) has been designed to develop the skills and knowledge of those employees wishing to enter a more specialised role. Those who are undertaking more specialised role would be responsible for advanced customer services. |
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| 5 core units are: |
| WRRS4B - (CORE) BUILD RELATIONSHIP WITH CUSTOMERS |
This unit builds on units WRRS1B Sell products and services and WRRS2B Advise on products and services. It involves the use of advanced sales techniques in building relationships with customers and interacting with customers, applying expert product knowledge as it relates to the customer, dealing with difficult customers, establishing and maintaining a customer database, and conducting sales presentations. |
- Establish rapport with customers.
- Apply expert knowledge.
- Provide porst sales support.
- Plan sales presentations.
- Implement sales presentations.
- Maintain and utilise customer data base.
- Deal with difficult customers.
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| WRR07A - (CORE) PROFILE A RETAIL MARKET |
| This unit encompasses the skills and knowledge required to profile a retail market. It involves reviewing the image of the store, researching market demands, profiling store customers and implementing methods to attract customers to the store. |
- Review the image of the store.
- Research market demands for the store.
- Profile the store's customer.
- Implement methods to attract customers to the store.
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| WRRLP5B - (CORE) APPLY STORE SECURITY SYSTEMS & PROCEDURES |
| This unit builds on unit WRRLP2B Minimise Theft. It involves the maintenance and use of store security equipment, ensuring the safety and well being of staff and customers, the detection and apprehension of thieves and the application of post apprehension procedures in line with State and Territory laws. |
- Maintain store security systems
- Deal with potentially unsecured situations
- Detect and apprehend thieves
- Apply post apprehension procedures
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| WRR15A - (CORE) MAINTAIN AND ORDER STOCK |
This unit encompasses the competencies required to maintain and order stock in a retail environment. It involves monitoring receipt and dispatch of goods, maintaining stock records, coordinating stocktake, identifying stock losses, processing orders and following up on orders. |
- Monitor receipt and dispatch of goods.
- Maintain stock records.
- Coordinate stocktake/cyclical count.
- Identify stock losses.
- Process orders.
- Follow up orders.
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| WRRM6A - (CORE) CREATE A DISPLAY FOR SMALL BUSINESS |
| This unit encompasses the competencies required to plan and implement a display for a small retail business. It involves identifying requirements for a display, developing display ideas, developing and implementing a display plan and maintaining the display. |
- Identify the requirements of the display.
- Develop display ideas.
- Develop and implement display plan.
- Maintain display.
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| 4 elective units to choose from the following list: |
| BSBCMN317A - (ELECTIVE) MEET CUSTOMERS NEEDS AND EXPECTATIONS |
| This unit specifies the outcomes required to deal with complex, long-term customer relationships at an operational level. It covers identifying, clarifying and meeting customer needs and expectations on a one-to-one basis, usually over an extended period of time. It will usually entail multiple encounters with the same customer, but could also apply to a single complex encounter. |
- Identify customer needs and expectations.
- Provide the identified customer needs and expectations.
- Develop knowledge for a specific range of products and services.
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| BSBCMN305A - (ELECTIVE) ORGANISE WORKPLACE INFORMATION |
| This unit covers the skills and knowledge required to gather, organise and apply workplace information in the context of an organisation's work processes and information management systems. |
- Collect and assess information.
- Organise information.
- Review information needs.
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| BSBCMN316A - (ELECTIVE) PROCESS CUSTOMER COMPLAINTS |
| This unit specifies the outcomes required to handle formal and informal negative feedback and complaints from customers. |
- Respond to complaints.
- Refer complaints.
- Exercise judgment to resolve customer service issues.
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| WRRCS4B - (ELECTIVE) COORDINATE INTERACTION WITH CUSTOMERS |
This unit requires the competencies to coordinate interaction with customers. It involves implementing customer service standards, implementing store policy regarding customer complaints, communicating with management and leading a customer service team. |
- Implement customer service standards.
- Implement store policy regarding customer complaints.
- Communicate with management.
- Lead customer service team.
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