Provide an after-sales service to retail customers as a result of customer consultations

This standard is about following up retail customer consultations by providing an after sales service. It involves keeping customer records up-to-date and using them to keep in touch with customers so that they remain aware of the service and interested in doing business. It also involves providing a service and keeping retail customers' trust by carrying out the things that have been promised to them, such as placing orders or contacting them when new items are available.

This standard is for staff that provide an after-sales service

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

• Provide an after-sales service to retail customers as a result of customer consultations

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1. follow your workplace procedures and relevant legislation for keeping customer records up-to-date as part of the after-sales service
2. record customers’ information accurately and store it following workplace procedures and relevant legislation requirements.
3. keep customers’ information confidential and share it only with people who have authority to access it following your workplace procedures and relevant legislation requirements
4. keep to customers’ wishes as to how and when they may be contacted as a result of consultations
5. follow your workplace procedures and relevant legislation for contacting customers
6. inform customers promptly where promises cannot be kept and offer any alternative suitable products or services following your workplace procedures

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1. why providing an after sales service to customers as a result of consultations is important
2. why customers’ records need to be kept up-to-date and stored correctly
3. your workplace procedures for updating customer records
4. your workplace procedures for recording and storing customers information
5. the relevant legislation that affects storing and using customers’ information and what your workplace and personal responsibilities are as a result
6. why customers' wishes should be kept regarding how and when they may be contacted by your workplace
7. why promises to customers should be kept

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4

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2030

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Current

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Original

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Skillsmart Retail

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SSR.C314

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

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7111

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Retailing; retailers; provides; providing; gives; giving; after sales; services; sells; selling

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