Chapter Name: Maintain relationships with customers
Description:This chapter focuses on techniques and strategies for building and maintaining strong, positive relationships with customers.
Purpuse:To develop skills necessary for building customer loyalty and long-term relationships that benefit the business.
Rational:Maintaining strong customer relationships is essential for repeat business, positive word-of-mouth, and overall customer satisfaction, all of which contribute to the success of a retail business.
Chapter Assessment
Scope of Practical Skill
Key Requirement 1: Identify potential customers
Identify customer groups who are most likely to buy the product or service.
Key Requirement 2: Apply customer service standards and customer service to attract and retain customers and gain their trust
Demonstrate how to deliver quality service that builds trust and long-term customer loyalty.
Key Requirement 3: Apply effective communication skills when engaging and interacting with customers
Use appropriate verbal and non-verbal communication to engage effectively with customers.
Key Requirement 4: Apply different methods of communicating with customers
Show the use of different communication channels depending on the situation and customer preferences.
Key Requirement 5: Apply various procedures to build rapport with customers
Build trust and familiarity with customers through friendly and consistent service.
Key Requirement 6: Apply various procedures to handle and resolve customers’ complaints and queries
Use appropriate steps to resolve customer problems quickly and professionally.
Key Requirement 7: Apply negotiation and conflict resolution skills to resolve customers’ complaints and queries
Demonstrate how to negotiate and resolve conflicts in a professional and fair way.
Assessment Questions
Assessment 1 : Potential customers are identified from the given scenario
Learner must analyze the scenario and determine who the most likely buyers are based on demographics and buying behavior.
Assessment 2 : Customer service and standards are applied to attract and retain customers and to gain their trust
Learner must apply correct customer service principles and behaviors to win and keep customer loyalty.
Assessment 3 : Effective communication skills are demonstrated when engaging and interacting with customers
Learner must use verbal and non-verbal communication techniques professionally.
Assessment 4 : Different ways of communicating with customers are demonstrated
Learner must show use of multiple communication methods relevant to the customer and context.
Assessment 5 : Various procedures to build rapport with customers are demonstrated in relation to the given scenario
Learner must build trust and establish a good relationship with the customer.
Assessment 6 : Various procedures to handle and resolve customers’ complaints and queries are demonstrated in relation to the given scenario
Learner must address complaints effectively using standard procedures.
Assessment 7 : Negotiation and conflict resolution skills are applied to resolve customers’ complaints and queries in relation to the given scenario
Learner must use negotiation techniques and conflict resolution methods professionally.
Assessment 8 : Cultural diversity and socio-economic background are taken into consideration when interacting with customers
Learner must show cultural sensitivity and respect customer differences.