Types of Retail Organisation

Chain of Distribution Members

Role of the Wholesaler

Role of the Retailer

Types of Retail Outlet

Lifestyle Change and Retailing

Non-Shop Retailing Methods

Modern Retail Developments

Functions of the Salesperson

Qualities of a Good Salesperson

Types of Selling Situation

Why the Customer Matters

Greeting Customers Appropriately

Letting Customers Browse

Product Knowledge When Selling

Building Customer Loyalty

Courtesy Throughout a Sale

Handling Returns and Complaints

Types of Office Layout

Information Functions of an Office

Office Departments and Roles

Drawing an Organisational Chart

Using Common Office Equipment

Using Office Stationery and Supplies

Standard Paper and Envelope Sizes

Writing a Business Letter

Common Office Software Packages

Why Filing Systems Matter

Elements of a Filing System

Different Filing Methods

Applying Filing Methods Effectively

Ways of Transmitting Information

When to Use Each Communication Method

Correct Telephone Techniques

Methods of Reproducing Documents

Advanced Photocopier Use

Sorting Incoming Mail

Recording Visitors

Recording Receipts and Payments

Recording Outgoing Mail

Recording Verbal Messages

Purpose of Petty Cash

Recording in a Petty Cash Book

The Imprest System

Working as Part of a Team

Listening and Following Instructions

Working Under Supervision

Asking Questions to Gather Information

Attention to Detail in Office Duties

Personal Hygiene and Grooming