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Maintain customer records in a retail organisation

URN: PPL.C254
Business Sectors (Suites): Retail
Developed by: People 1st
Approved on: 2025

Overview

This standard is about maintaining accurate and up-to-date customer records to help provide a more effective service to them. It is also about making sure that your customer database is active and relevant for the purposes of promotional activities.

This standard is for staff responsible for maintaining customer records.

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

  • Maintain customer records in a retail organisation

Performance criteria

You must be able to:

  1. identify suitable opportunities to ask customers whether a recordmay be set up for them following your workplace procedures
  2. explain to customers the benefits of the record
  3. record information clearly and accurately following your workplace procedures and relevant legislation
  4. keep information about customers confidential following your workplace procedures and relevant legislation
  5. follow your workplace procedures and relevant legislation for setting up, maintaining and updating customers' records
  6. maintain and update the customer records regularly to ensure effectiveness and efficiency following your workplace procedures and relevant legislation
  7. ask customers whether they have any special requirements and record this information accurately following your workplace procedures and relevant legislation
  8. identify the top customers from the records and use this information to help increase sales following your workplace procedures and relevant legislation
  9. follow your workplace procedures and relevant legislation to offer customers opportunities to make appointments for return visits to your workplace while setting up new records

Knowledge and Understanding

You need to know and understand:

  1. how using customer records can help achieve sales targets
  2. your workplace procedures and relevant legislation relating to customer records
  3. the benefits to customers of customer records
  4. the importance of updating and maintaining customer records regularly and how to do this effectively and efficiently following your workplace procedures and relevant legislation requirements
  5. how to find time in the working day to update customer records
  6. the applicable aspects of relevant legislation and the importance of keeping to them
  7. how to identify opportunities to make follow-up appointments
  8. the importance of asking customers about any special considerations
  9. where to find information about products or services and how to interpret this information

Scope/range

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

PPL.C205 Help retail customers choose products
PPL.C253 Demonstrate beauty products to retail customers

External Links

Version Number

3

Indicative Review Date

2030

Validity

Current

Status

Original

Originating Organisation

Skillsmart Retail

Original URN

SSR.C254

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; maintaining; maintains; customers; records; recordcard; systems