Gain customer commitment to a retail organisation's loyalty scheme and assist them in completing the application
Overview
This standard is about recognising when customers are interested in joining your retail organisation's loyalty scheme, gaining their commitment and assisting them to complete the membership application.
For the purposes of this standard a loyalty scheme means a scheme offered by a retail organisation to its customers, subject to terms and conditions under which eligible transactions are recorded as accumulated points or attract preferential terms e.g. lower price. Points can be exchanged by customers in the future for rewards such as vouchers, discounts or air miles. The standard is not about promoting or helping customers apply for any kind of payment card.
This standard is for staff who gain customers’ commitment to the organisation’s loyalty scheme.
When you have completed this standard you will be able to demonstrate your understanding of and ability to:
- Gain customer commitment to a retail organisation's loyalty scheme and assist them in completing the application
Performance criteria
You must be able to:
- recognise accurately when customers are interested in joining your retail organisation's loyalty scheme
- take opportunities to ask customers who are showing signs of interest to sign up for your retail organisation's loyalty scheme following your workplace procedures
- assist customers in completing the membership application accurately, where required once you have gained their commitment following your workplace procedures and relevant legislation requirements
- follow your workplace procedures to check with customers that their details, as shown on the membership documentation, are correct
- inform customers how to obtain proof of their membership
- provide relevant information to customers who show interest but are not willing to join your workplace's loyalty scheme there and then
- inform customers of any further information they need to know about your workplace's loyalty scheme and when it will commence
Knowledge and Understanding
You need to know and understand:
- how to recognise signals that customers are interested in joining your workplace's loyalty scheme
- how to ask customers to sign up for your workplace's scheme in a way that encourages them to co-operate willingly, follows your workplace procedures and relevant legislation requirements
- how to recognise when you have gained customers' commitment
- the layout of the membership application form, the questions it asks and how to assist customers in completing the form accurately following your workplace procedures
- the proof of membership your retail organisation provides and how the customer can access it
- how to correct or replace incorrect proof of membership following your workplace requirements
- why it is important to inform customers at what point your workplace's loyalty scheme starts
Scope/range
Scope Performance
Scope Knowledge
Values
Behaviours
Skills
Glossary
Links To Other NOS
PPL.C221 Explain to customers the features and benefits of the retail organisation's loyalty scheme and how the scheme works