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Level 2 Certificate in Understanding Retail Operations

Course Overview

Interested in studying one of our retail courses?

This qualification aims to provide you with a thorough understanding of retail operations, including effective customer service, teamwork and understanding what to expect when working in the retail sector.

Upon completion of this course, you could progress on to one of our other retail courses, such as our Level 3 Certificate in Principles of Customer Service.

Key Information

Course Length
10 weeks

Course Level
Level 2

Awarding Body
NCFE

Learning Method(s)
Online materials
Online assessment

For Individuals

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This course is split into manageable units. These are:

Unit 1: Understanding customer service in the retail sector

In this unit, you will learn how effective customer service is to a retail business whilst looking into customer needs, service procedures and complaints.

Unit 2: Understanding the retail selling process

This unit will increase your understanding of the benefits of product knowledge and using questions to identify customer needs.

Unit 3: Understanding how individuals and teams contribute to the effectiveness of a retail business

In this unit, you will cover various aspects involved in the effectiveness of a retail business, including employment rights and responsibilities and the importance of effective teamwork and communication skills.

Unit 4: Understanding how a retail business maintains health and safety on its premises

This unit will increase your understanding of health and safety in a retail environment, including what actions to take in an emergency and what is safe working practice.

Unit 5: Understanding retail consumer law

In this unit, you will examine consumer legislation, which includes protection against unfair trading practices. You will also learn about the consequences for businesses and employees of contravening retail law.

Unit 6: Understand how to deal with customer queries and complaints in a retail environment

In this unit, you will gain an understanding of how to resolve queries and complaints in a retail environment and how this could contribute to customer confidence.

Unit 7: Understanding the handling of customer payments in a retail business

This unit will help you to develop an understanding of the different payment methods accepted from retail customers and the risks involved in handling payments. This will cover the key responsibilities of a retail cashier.

Unit 8: Understanding the control, receipt and storage of stock in a retail business

In this unit, you will generate an understanding of the importance of having the right stock levels and will learn how goods are received and how stock should be stored to prevent damage or loss.