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Help retail customers find products

URN: PPL.C204
Business Sectors (Suites): Retail
Developed by: People 1st
Approved on: 2025

Overview

This standard is about helping retail customers find the product they are looking for. You need to do this in ways that make it more likely that retail customers will buy something immediately and that they will shop with the retail organisation again. This standard is applicable to in-person, remote and online retail environments.

This standard is for all staff who help customers find products.

When you have competed this standard you will be able to demonstrate your understanding of and ability to:

  • Help retail customers find products

Performance criteria

You must be able to:

  1. check for and notice retail customers who may need help finding products at all times following your workplace procedures
  2. offer help to retail customers following your workplace customer service procedures at all times
  3. respond promptly and willingly to customers' requests for help in finding products following your workplace procedures
  4. identify what customers are looking for from the information they give
  5. identify suitable opportunities for informing customers about associated or additional products whilst following your workplace's customer service procedures at all times
  6. follow your workplace procedures for finding products for customers
  7. follow relevant legislation and your workplace procedures to check for security, safety and potential sales while helping individual customers at all times

Knowledge and Understanding

You need to know and understand:

  1. how helping customers find products promotes immediate sales and longer-term loyalty to your retail organisation
  2. your personal responsibility for helping customers find products
  3. your workplace procedures for offering help to customers
  4. customer behaviours that may show they require help finding products
  5. your workplace products offered and where products are located
  6. how to stay informed of changes to products in stock and where they are
  7. your responsibility for promoting associated or additional products and how to identify suitable opportunities to do this
  8. your workplace procedures for finding products for customers and why these should be followed
  9. the risks of not monitoring customer activity in your workplace in terms of security, safety and lost sales

Scope/range

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

PPL.C214 Provide a payment service at point of sale in a retail organisation

External Links

Version Number

3

Indicative Review Date

2030

Validity

Current

Status

Original

Originating Organisation

Skillsmart Retail

Original URN

SSR.C204

Relevant Occupations

Retail and Commercial Enterprise, Retailing and Wholesaling, Sales and Customer Services Occupations, Sales Assistants and Retail Cashiers

SOC Code

7111

Keywords

Retailing; retailers; items; produce; goods; materials