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Provide information and advice to meet the requirements of retail customers

URN: PPL.C208
Business Sectors (Suites): Retail
Developed by: People 1st
Approved on: 2025

Overview

This standard is about listening to retail customers' requirements and providing information and advice to meet those requirements. It does not involve selling directly to customers, but does involve treating the customer in ways that follow the retail organisation's customer service procedures.

This standard is for staff who provide information and advice to customers.

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

  • Provide information and advice to meet the requirements of retail customers

Performance criteria

You must be able to:

  1. acknowledge customers' requests for information and advice promptly and politely following your workplace procedures
  2. identify customers' requirements for information and advice
  3. follow your workplace procedures to communicate relevant, complete, accurate and up-to-date information and advice to customers in ways they can understand
  4. check politely that the information and advice provided meets retail customers' and your workplace requirements
  5. follow your workplace procedures to find other ways to help customers when the information and advice given is not satisfactory
  6. follow your workplace procedures to refer requests for information or advice to the relevant person when it is not possible for you to help customers

Knowledge and Understanding

You need to know and understand:

  1. how to identify customers' requirements for information and advice
  2. how to give clear and accurate information following your workplace procedures and check customers understand
  3. sources of information about the products and services that your workplace offers to customers, including information about where products are from, what they consist of, any relevant legislation and whether they can be recycled after use
  4. who to approach for help if it is not possible for you to provide information and advice
  5. why it is important to keep customers' loyalty and confidence
  6. how to maintain customers' loyalty and confidence while dealing with requests for information and advice
  7. your workplace procedures on customer service and how this applies to giving information and advice to customers

Scope/range

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

PPL.C209 Help retail customers resolve complaints

External Links

Version Number

5

Indicative Review Date

2030

Validity

Current

Status

Original

Originating Organisation

Skillsmart Retail

Original URN

SSR.C208

Relevant Occupations

Manager, Owner/Manager, Retail and Commercial Enterprise, Retailing and Wholesaling, Sales and Customer Services Occupations, Sales Assistants and Retail Cashiers, Team Leader

SOC Code

7111

Keywords

Retailing; retailers; provides; providing; gives; giving; advises; advising; informs; informing; helps; helping