Increasing customer interaction and engagement should be the goal of every wholesaler and retailer. In order to accomplish this, the need to connect with customers across many channels while keeping an eye on what customers perceive as value, brand consistency and the overall customer experience. This means delivering a unique and personalized experience for customers inside physical locations. It is important to interact with customers as soon as they step into the door. The fact that 75% of customers are using their mobile devices in store with many using them to compare prices or look at reviews means that you may be losing a certain amount of engagement to the online world even if customers are physically in your store.  This unit standard is intended for new entrants in Wholesale and Retail who interact with either internal or external customers. Persons credited with this standard function under general supervision and carry out established and familiar procedures in familiar environments. These persons are able to present a positive image to customers, respond to general customer enquiries in a friendly and pro-active manner, and provide basic information about the location and the price of products stocked in a wholesale or retail outlet.

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TABLE OF CONTENT
MODULE 1: STANDARDS FOR CUSTOMER SERVICE
MODULE 2: PRESENTING A POSITIVE IMAGE
MODULE 3 : DEALING WITH CUSTOMER ENQUIRIES