2. Retail Certificate III 2010 Lesson 3 Retail 2010 - John McDonald

3.  Review previous lesson Retail 2010 - John McDonald

4.  What is a customer?  List 5 types of customers  What is stereotyping?  What are professional ethics with the customer  How do we promote store image and credibility  How can we accurately clarify customer needs and preferences  How can we maximise sales opportunities by use of add-on and complementary sales techniques. Retail 2010 - John McDonald

5.  If you were a customer what factors would you consider before purchasing?  product type  brand  size  product characteristics  customer physical needs  price

6.  What legal or legislative requirements may impact on the customer relationship?  Trade Practices and Fair Trading Acts  Environmental protection legislation  Occupational Health and Safety  Transport, storage and handling of goods  Pricing procedures, including GST requirements  Privacy laws  Liquor laws  Tobacco laws  Sale of second-hand goods

7.  In consultation with your teacher select one legislative requirement  In the library research this requirement  Use the following format:  Describe the legislation  How does it impact on the customer?  Provide examples  Summerise why it is important to the customer relationship  Provide a short presentation to the class next week Retail 2010 - John McDonald

8.  What sorts of store policy and procedures need to be considered in building customer relationships?  selling products and services  maintaining and utilising client records  promotional, marketing, discounting and reward programs  dealing with difficult customers  resolving customer complaints.

9.  In consultation with your teacher select one policy/procedure  In the library research this requirement  Use the following format:  Describe the legislation  How does it impact on the customer?  Provide examples  Summerise why it is important to the customer relationship  Provide a short presentation to the class next week Retail 2010 - John McDonald

10.  What back-up services are useful with the customer service relationship?  delivery specifications  warranties and guarantees  returns policies  technical support  installation  financial products and services.

11.  Review key points:  List five legislative / legal requirements in the retail environment  Name and explain three policies that impact on the customer relationship  Identify three ‘after sales’ services that that would enhance the relationship Retail 2010 - John McDonald