|
Core Unit of WSQ Certificate in Retail Operations
(Unit code: RE-SS-102C)
SDF & SRP Approved
Synopsis
This course aims at inculcating the positive attitude towards interaction with customers as well as imparting practical communication skills relevant to customer service.
Objective(s)
- Deliver service to customers
- Respond to customer complaints
- Receive and process sales orders
- Identify customers' special needs
- Handle exchanges, returns and refunds
Who Should Attend
- Existing employees performing limited range of duties under supervision.
- Cashier, Retail Sales Assistant, Retail Assistant, Sales Associate, Service Attendant
Pre-requisites
- Ability to read and interpret simple instructions on familiar topics.
- Ability to write short, simple notes/ messages and filling up forms requiring basic personal information.
- Ability to listen and speak simple phrases.
- Ability to calculate simple operation and ability to make changes in calculation.
(ie. Singapore Employability & Skills System level 4 literacy and numeracy abilities)
Outline
- Interpersonal and communication skills to find out customers' needs and deliver service
- Complete documents such as refunds and feedback forms
- Handling customers' complaints
- Documentation and skills in handling customers' special needs
Optimum Class Size
15 to 25 participants
Delivery Methodology
A combination of lectures, tutorials, discussions, case studies, role plays and practical exercises.
Assessment
- Practical demonstration either in a real or simulated setting through role play
- Questions - oral or written
- Customer feedback
Course Structure
To gain the qualification WSQ Certificate in Retail Operations, a total of 12 units must be completed. At least 10 of these must be core units, and at least 1 elective must be completed.
For the full list of core and elective units and nominal training hours, please refer to: http://www.wda.gov.sg.
Certification
Participants who have completed this unit will be issued with a Statement of Attainment identifying the unit completed. A Statement of Attainment indicates partial completion of the WSQ Certificate in Retail Operations course.
Training Pathway
The WSQ Certificate in Retail Operations provides a pathway to the WSQ Advanced Certificate in Retail Supervision.
| 
