1. Unit 204: Provide information and advice to customers in a retail environment
Revision cards
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2. Closed questions begin with:do
can
will.
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3. Open questions begin with:
who
when
where
how
why.
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4. Reasons to give customers accurate information:
giving inaccurate information is poor customer service
giving misleading information is against the law.
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5. in writing, for example on a leaflet you give the customer
The Consumer Protection from Unfair Trading Regulations say that any description of goods must be accurate. The description could be:
in writing, for example on a leaflet you give the customer
in an illustration, for example in a catalogue you give the customer
spoken, for example in information you give the customer.
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6. Product information can be found from:
literature provided by the manufacturer or trade publications
packaging, labelling or instructions supplied with the product
point of sale material
colleagues and supervisors
training provided by suppliers or your supervisor or training department
the internet or your company’s intranet.
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7. The principles of the Sale of Goods Act are:
goods must be of satisfactory quality
goods must be fit for purpose
the seller is responsible not the manufacturer
purchases can return goods up to six years after purchase (five years from discovery in Scotland)
for the first six months the retailer must prove the product was not faulty; after this the purchaser must prove it was.
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8. When dealing with an angry customer
be polite
show empathy
remain calm
get all the facts.
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