Retail Certificate Workbook
This workbook is suitable for anyone taking the Retail Certificate who is working in the industry or training to join. Covers all Foundation and most Option Units of NVQ Levels 1 and 2. Areas covered include customer contact, stock control, display, takin
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City and Guilds Co-publishing Series City and Guilds of London Institute has a long history of providing assessments and certification to those who have undertaken education and training in a wide variety of technical subjects or occupational areas. Its business is essentially to provide an assurance that pre-determined standards have been met. That activity has grown in importance over the past few years as government and national bodies strive to create the right conditions for the steady growth of a skilled and flexible workforce. Both teachers and learners need materials to support them as they work towards the attainment of qualifications, and City and Guilds is pleased to be working with several distinguished publishers towards meeting that need. It has been closely involved in planning, author selection and text appraisal, although the opinions expressed in the publications are those of the individual authors and are not necessarily those of the Institute. City and Guilds is fully committed to the projects listed below and is pleased to commend them to teaching staff, students and their advisers. Carolyn Andrew and others, Business Administration Level I and Business Administration Level II, John Murray David Minton, Teaching Skills in Further and Adult Education, Macmillan Graham Morris and Lesley Reveler, Retail Certificate Workbook (Levels 1 and 2), Macmillan Peter Riley (consultant editor), Computer-aided Engineering, Macmillan Barbara Wilson, Information Technology: the Basics, Macmillan Caroline Wilkinson, Information Technology in the Office, Macmillan
Graham Morris
Head of School of Business Services Exeter College
Lesley Reveler
Lecturer in Business Studies Plymouth College of Further Education
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MACMILLAN
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City and Guilds
©Graham Morris, Lesley Reveler and City and Guilds of London Institute 1992 All rights reserved. No reproduction, copy or transmission of this publication may be made without written permission. No paragraph of this publication may be reproduced, copied or transmitted save with written permission or in accordance with the provisions of the Copyright, Designs and Patents Act 1988, or under the terms of any licence permitting limited copying issued by the Copyright Licensing Agency, 90 Tottenham Court Road, London W1P 9HE. Any person who does any unauthorised act in relation to this publication may be liable to criminal prosecution and civil claims for damages. First published 1992 by THE MACMILLAN PRESS LTD Houndmills, Basingstoke, Hampshire RG21 2XS and London Companies and representatives throughout the world
ISBN 978-0-333-55688-7 ISBN 978-1-349-12504-3 (eBook) DOI 10.1007/978-1-349-12504-3 A catalogue record for this book is available from the British Library.
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Foreword Acknowledgements Introduction How to use the workbook
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1 Customer contact skills Establish contact Visitors Customer needs Handling complaints Product presentation Features, functions and benefits Additional sales Demonstrat
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