2. Retail Certificate III 1st March 2010 Lesson 4 Retail 2010 - John McDonald

3.  Review previous lesson Retail 2010 - John McDonald

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

5.  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

6.  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

7.  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.

8.  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

9.  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.

10.  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

11. 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

12.  Sales presentations may be:  in-house  at client site  visual  verbal Retail 2010 - John McDonald