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Certificate in Understanding Retail Operations Level 2

Course overview

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.

Course duration

8 - 12 Weeks

Delivery method



Level 2




Funding may be available for this course. Please contact our team to check your eligibility.

Suitable for

This course is suitable for those aged 14 and over.

Learning outcomes

By the end of the course, students will understand customer service in the retail sector, the selling process, health and safety, retail consumer law and how to deal with customer queries and complaints. They will also understand operations such as handling payments and the control, receipt and storage of stock in a retail business.

Course content

  • Understanding customer service in the retail sector:
    • How effective customer service is to a retail business
    • Customer needs, service procedures and complaints
  • Understanding the retail selling process:
    • The benefits of product knowledge
    • Using questions to identify customer needs.
  • Understanding how individuals and teams contribute to the effectiveness of a retail business:
    • Employment rights and responsibilities
    • The importance of effective teamwork and communication skills
  • Understanding how a retail business maintains health and safety on its premises:
    • Health and safety in a retail environment
    • What actions to take in an emergency
    • What is safe working practice
  • Understanding retail consumer law:
    • Consumer legislation, including protection against unfair trading practices
    • Consequences for businesses and employees of contravening retail law
  • Understand how to deal with customer queries and complaints in a retail environment:
    • How to resolve queries and complaints in a retail environment
    • How this could contribute to customer confidence
  • Understanding the handling of customer payments in a retail business:
    • Different payment methods accepted from retail customers
    • The risks involved in handling payments
    • The key responsibilities of a retail cashier
  • Understanding the control, receipt and storage of stock in a retail business:
    • The importance of having the right stock levels
    • How goods are received
    • How stock should be stored to prevent damage or loss

Course requirements

This course is suitable for anyone aged 14 and above.

To attend remotely, delegates will require the following equipment:

  • PC or laptop with a microphone and speakers (webcam is preferred but not essential)
  • Access to the internet and web browser application (e.g. Google Chrome)
  • An email account for file sharing

For more information about this course please contact us.

Queens Court Regent Street Barnsley South Yorkshire S70 2EG
Tel: 01226 216760 | Email: |

These course details were downloaded on 20/04/2024

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