NZQA registered unit standard
28297 version 1
Page 1 of 3
Title
Monitor and coordinate customer service in a retail environment
Level
4
Purpose
Credits
8
This unit standard is for experienced people who are working in
a retail environment serving customers.
People credited with this unit standard are able to monitor
customer service, and coordinate the sales process in a retail
environment.
Classification
Retail, Distribution, and Sales > Retail and Distribution Core
Skills
Available grade
Achieved
Explanatory notes
1
Definitions
Customer – the recipient of goods and/or services and includes internal or external
customers.
Customer interactions – communications between a customer and a retail enterprise.
Organisational procedures – instructions to staff on policies and procedures which
are formally documented, or generally accepted within the workplace.
Retail environment – workplaces where the primary focus is on customers
purchasing goods and/or services.
2
Candidates undertaking assessment against this unit standard are expected to
comply with the – Credit Contracts and Consumer Finance Act 2003, Consumer
Guarantees Act 1993, Fair Trading Act 1986, Food Act 1981, Food Hygiene
Regulations 1974, Hazardous Substances and New Organisms Act 1996, Health and
Safety in Employment Act 1992, Health and Safety in Employment Regulations 1995,
Sale of Goods Act 1908, Sale and Supply of Alcohol Act 2012, Smoke-free
Environment Regulations 2007, Weights and Measures Act 1987.
3
Evidence for the practical components of this unit standard must be demonstrated in
the workplace.
Outcomes and evidence requirements
Outcome 1
Monitor customer service in a retail environment.
Evidence requirements
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
1.1
28297 version 1
Page 2 of 3
The provision of customer service is monitored to ensure a positive customer
experience in accordance with organisational procedures.
may include but is not limited to – identifying customer motivation,
approach to customer, establishing customer requirements,
communication techniques.
Range
1.2
Any problems that occur during the customer interaction, that are outside of a
staff member’s delegated authority, are actioned in accordance with
organisational procedures.
1.3
Any customer issues that are outside of a staff member’s delegated authority
are actioned in accordance with organisational procedures.
Outcome 2
Coordinate the sales process in a retail environment.
Evidence requirements
2.1
The sales process is checked to ensure a positive customer experience, and
any deficiencies are corrected, in accordance with organisational procedures.
2.2
Any trends, issues and common themes or benefits of new technologies are
identified and applied to the sales process in accordance with organisational
procedures.
2.3
Any improvements to the sales process are communicated to stakeholders in
accordance with organisational procedures.
2.4
Sales process is monitored and coordinated to ensure a positive customer
experience in accordance with organisational procedures.
Planned review date
31 December 2019
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
21 May 2015
N/A
Consent and Moderation Requirements (CMR) reference
0112
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA, or
an inter-institutional body with delegated authority for quality assurance, before they can
report credits from assessment against unit standards or deliver courses of study leading
to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
28297 version 1
Page 3 of 3
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
Requirements for consent to assess and an outline of the moderation system that applies
to this standard are outlined in the Consent and Moderation Requirements (CMR). The
CMR also includes useful information about special requirements for organisations wishing
to develop education and training programmes, such as minimum qualifications for tutors
and assessors, and special resource requirements.
Comments on this unit standard
Please contact ServiceIQ qualifications@serviceiq.org.nz if you wish to suggest changes
to the content of this unit standard.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016