1. Unit 202: Help customers choose products in a retail environment
Revision cards
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2. To keep your product knowledge current, information can be found from:
manufacturers’ literature
packaging
instructions
colleagues
suppliers
the internet.
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3. Remain vigilant at all times in order to:
ensure security
ensure safety
avoid the loss of potential sales.
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4. The difference between features and benefits is:
features describe what a product is or has
benefits describe what it does for the customer.
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5. ‘let me just check that I have got this right’.
To confirm your interpretation of customers’ responses, use phrases such as:
‘so what you mean is…’
‘let me just check that I have got this right’.
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6. Techniques for closing the sale include:
assumptive close
1-2-3 close
economic close.
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7. reaching for their credit card asking about delivery
Customers will demonstrate buying signals when you have helped them choose. These may include:
reaching for their credit card
asking about delivery
asking about extended warranties
asking about payment methods.
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8. looking for a fitting room.
Customers who have not required help in choosing their products may display the following buying signals:
approaching the till
making eye contact
using hand gestures
looking for a fitting room.
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9. Under The Sale and Supply of Goods and Services Act products must be:
durable
safe
of acceptable appearance
fit for purpose
as described
free from defects not pointed out at the time of sale.
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10. The Consumer Protection from Unfair Trading Regulations cover:
safety
pricing
weights and measures
description of products.
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