Retail Flashcards
What is the SDA?
Shop distributive allied employee association function is to protect and to advance the wages and working conditions of members in retail. Members do this through advice, representation and protection.
Procedures the employee should follow when finding the scanner with an electrical tag on it?
The employee should read and interpret the electrical tag on it to identify that it is out of date, they should then place a ‘do not use’ tag on the equipment and notify the manager about the faulty electrical equipment.
Strategies to assist a non-English speaking customer?
A retail assistant could use visual aids such as images from catalogues or posters or signs around the store to determine the needs of the customer.
Importance of responding to customers
It is importance for a retailer to identify and respond to a range of customers with different service requirements to ensure that they maximise the customer service experience, which may lead improved sale, word of mouth promotion and profitability.
How could employees check the accuracy of their wages
Actions an employee could take to check the accuracy of their wages and seek appropriate independent advice includes checking the payslip for accuracy and research the relevant award or enterprise agreement. They could also seek advice from the union (SDA) or the fair work ombudsman.
What is the purpose of the fair work system
Purpose of the fair work system is to create a more competitive and prosperous Australian economy without compromising employment conditions, by providing a safety net of employment conditions for all workers.
Impacts of poor safety?
Impacts of poor safety compliance includes injury, illness and death to an employee if injured by faulty equipment or poor work practices. This injury or illness could cause pain and suffering or have a psychological impact on the injured employee or other employees
What are ways to prevent theft?
Prevention - strategic location of goods, appropriate staff levels, appropriate training of staff, signage (eg conditions of entry, use of CCTV)
Detection - CCTV, electronic article surveillance, security guards, bag checking
Apprehension - plain - clothes security, bag checking procedures, reports to police, recording CCTV footage.
Purpose of code of conduct for both the employer and the employee?
The purpose of introducing this addition to the code of conduct for employers Is set out the expectations regarding mobile phones. The purpose of this for employees is that they know exactly what is expected of them while at work, and that violations of this may result in disciplinary action.
Environmental issues affecting retail services industries?
Waste created by the overuse of plastic packaging. They could reduce the overuse of plastic packaging by replacing plastic bags with paper bags for customers to carry their purchases.
What are poor work practices?
Include lack of role definition. This would lead to disharmony p, which could impact on the workplace through lost productivity and poor customer service, leading to loss of profit.
What are techniques a retail worker could use to approach a customer?
Include the merchandise approach. This means that when they see a customer handling merchandise they approach them and make a statement about that particular product
How could a retail worker develop a relationship with a customer?
A retail worker could develop a relationship with the customer by being friendly and smiling at them. They could also ask questions, listening carefully and showing an interest in why they are purchasing the item.
Benefits of quality customer services?
Leads to repeat customers, which then increases sales, which leads to higher profits and business success.
What are customer buying motives?
Customers have emotional or rational buying motives when buying a product. An emotional motive is one that is driven by their emotions and is often not thought through as carefully. A rational buying motive is one that is considered and thought out with reasons for making the purchase.
