MKF2200

Winning the retail customer ( 6 points, SCA Band 2, 0.125 EFTSL)

Leader: Mr Michael Morrison

Offered:
Not offered in 2005.

Synopsis: Consumer behaviour - consumer buying model; store and product selection criteria; customer segmentation; core customer concept. Customer service - service definition and expectations; development and delivery; customer service strategies. Retail selling - principles and practice; customer relations. Managing the sales floor - staff scheduling; training; productivity; consumerism.

Assessment: Assignment(s): 60% + Examination (2 hours): 40%

Contact Hours: 3 Hours class contact or equivalent per week