Retail Certificate III 8th March 2010 Lesson 5 Retail John McDonald

 Review previous lesson Retail John McDonald

 Mind mapping  Presentations ◦ Legal requirements impacting on retail  Next learning activity  Classroom assessment – what I have learnt?  Store policies and procedures Retail 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 Retail John McDonald

 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.

 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 John McDonald

Variety of different media What media is used here?  Promotional materials may include:  brochures  pamphlets  posters  promotional merchandise  business cards  vouchers. Retail John McDonald

 Sales presentations may be:  in-house  at client site  visual  verbal Retail John McDonald

 Customer records may include:  name and contact details  transaction records  personal preferences  anniversaries and special dates  details of items bought or returned. Retail John McDonald

 Customer loyalty schemes may include:  customer clubs  customer reward schemes  credit or discount facilities  special offers. Retail John McDonald

 Describe how you can promote your business effectively  What sorts of information can you collect on customers?  Name some important retail policies and procedures. Retail John McDonald