Retail 2010 - John McDonald

Build Relationships with Customers

Retail Certificate III 1st March 2010

Lesson 4

Retail 2010 - John McDonald

Review previous lesson

Build Relationships with Customers

If you were a customer what factors would you consider before purchasing?

product type brand size product characteristics customer physical needs price

Build Relationships with Customers

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

Build Relationships with Customers

Retail 2010 - John McDonald

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

Small group activity # 1

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.

Build Relationships with Customers

Retail 2010 - John McDonald

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

Small group activity # 2

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.

Build Relationships with Customers

Retail 2010 - John McDonald

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

Build Relationships with Customers

Retail 2010 - John McDonald

Promotions

Variety of different media

What media is used here?

Promotional materials may include:

brochures pamphlets posters promotional

merchandise business cards vouchers.

Retail 2010 - John McDonald

Sales presentations may be:

in-house at client site visual verbal

Sales presentations