Level 2 Retail Operations BTEC

This subject is broken down into 40 topics in 10 modules:

  1. Understanding Customer Service in Retail Sector 4 topics
  2. Understanding the Retail Environment 4 topics
  3. Health, Safety and Security in the Retail Sector 4 topics
  4. Understanding Stock Control 4 topics
  5. Understanding Visual Merchandising for Retail Business 4 topics
  6. Understanding Food Retailing 4 topics
  7. Understanding the Control, Receipt, and Storage of Goods 4 topics
  8. Understanding Electronic Retailing 4 topics
  9. Understanding the Fashion Retail Market 4 topics
  10. Understanding the Convenience Retail Market 4 topics
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  • 10
    modules
  • 40
    topics
  • 14,729
    words of revision content
  • 1+
    hours of audio lessons

This page was last modified on 28 September 2024.

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Retail Operations

Understanding Customer Service in Retail Sector

Customer service roles and responsibilities

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Customer service roles and responsibilities

Roles of Retail Customer Service Representatives

  • Retail customer service representatives interact directly with customers, providing them with information about products and services.
  • The roll-out of policy guidelines to customers is part of the duties of customer service representatives.
  • They are also tasked with complaint resolution
  • They are obligated to maintain customer records, updating databases when necessary.
  • The carriage of store policies to customers often falls to retail customer service representatives.
  • They perform sales and after-sale functions, which includes acquiring new customers, upselling and cross-selling products, and creating an ongoing relationship with customers.

Responsibilities of Retail Customer Service Representatives

  • Maintaining a friendly disposition at all times is the key responsibility; customer service representatives must always maintain a positive, helpful attitude.
  • Representatives have a duty to be knowledgeable about products and services offered by the store to accurately inform and assist customers.
  • It is their responsibility to provide accurate and timely responses to customer queries and complaints.
  • Securing customer information and ensuring privacy is another crucial responsibility.
  • They are also responsible for continually improving their product knowledge, staying up-to-date with product features, prices, promotions, and policies.
  • Retail customer service representatives need to consistently meet or exceed sales targets as set by the retail organisation.
  • They are also responsible for maintaining cleanliness and order in the area of operations, such as the sales floor or customer service desk.

Course material for Retail Operations, module Understanding Customer Service in Retail Sector, topic Customer service roles and responsibilities

Retail Operations

Understanding Food Retailing

Types of food retailers

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Types of food retailers

TYPES OF FOOD RETAILERS


Supermarkets

  • Supermarkets are one of the most common types of food retailers found globally.
  • They offer a wide variety of products including fresh produce, canned goods, frozen food, beverages, household items, and sometimes non-food items as well.
  • Famous examples include Tesco, Sainsbury's and Asda in the UK.
  • Supermarkets can be part of a chain or an independent business.

Specialty/Gourmet Retailers

  • Specialty food retailers focus mainly on a specific type of product or cater to a niche market.
  • They may specialise in products such as organic foods, international cuisines, health foods, and more.
  • Familiar examples are Whole Foods Market and Planet Organic, which focus on organic and natural foods.
  • The selection of products in these stores is generally more limited compared to supermarkets, but they usually provide high-quality goods.

Convenience Stores

  • Convenience stores are small retail businesses that are often situated in easily accessible locations.
  • They provide a limited variety of food items and other necessary products, catering to the immediate needs of the consumers.
  • Examples include small local shops or larger chains like Spar or Co-op Food.
  • These retailers usually have longer operating hours, some even open 24/7.

Online Food Retailers

  • Online food retailers operate on the internet and deliver food products directly to the customer's doorstep.
  • They include online supermarkets like Ocado or dedicated food delivery services like Deliveroo.
  • They often offer a wide product range similar to physical supermarkets.
  • Online shopping allows consumers to browse and purchase groceries at their own convenience.

Discount Retailers

  • This type of retailer aims to attract customers by offering products at lower prices than their competitors.
  • Discount retailers save costs by buying in bulk or selling private-label goods.
  • Examples in the UK include Aldi and Lidl.
  • These supermarkets usually offer a no-frills experience, focusing on providing value for money.

Farmers Markets

  • Farmers markets are often temporary, outdoor markets where farmers sell their produce directly to consumers.
  • They offer fresh, locally sourced products, often organically grown.
  • These markets have been growing in popularity due to the increasing interest in locally sourced and sustainable products.

By understanding the different types of food retailers, we can see their specific characteristics and understand why consumers might choose one over another. Different retailers cater to different needs, and understanding these needs is essential in the retail sector.

Course material for Retail Operations, module Understanding Food Retailing, topic Types of food retailers

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