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Level 2 Certificate in Understanding Retail Operations


Unlike other retail training courses, this qualification aims to provide your employees with a thorough understanding of retail operations, including effective customer service, teamwork and understanding what to expect when working in the retail sector.


Unit 1: Understanding customer service in the retail sector

In this unit your employees will learn how effective customer service is to a retail business whilst looking into customer needs, service procedures and complaints.

Unit 2: Understanding the retail selling process

This unit will increase your employees’ understanding of the benefits of product knowledge and using questions to identify customer needs.

Unit 3: Understanding how individuals and teams contribute to the effectiveness of a retail business

In this unit your employees will cover various aspects involved in the effectiveness of a retail business, including employment rights and responsibilities and the importance of effective teamwork and communications skills.

Unit 4: Understanding how a retail business maintains health and safety on its premises

This unit will increase your employees’ understanding of health and safety in a retail environment, including what actions to take in an emergency and what is safe working practice.

Unit 5: Understanding retail consumer law

In this unit your employees will examine consumer legislation, which includes protection against unfair trading practices. They will also learn about the consequences for businesses and employees of contravening retail law.

Unit 6: Understand how to deal with customer queries and complaints in a retail environment

In this unit your employees will gain an understanding of how to resolve queries and complaints in a retail environment and how this could contribute to customer confidence.

Unit 7: Understanding the handling of customer payments in a retail business

This unit helps your employees to develop an understanding of the different payment methods accepted from retail customers and the risks involved in handling payments. This will cover the key responsibilities of a retail cashier.

Unit 8: Understanding the control, receipt and storage of stock in a retail business

In this unit, your employees will generate an understanding of the importance of having the right stock levels and will learn how goods are received and how stock should be stored to prevent damage or loss.

Benefits against retail training courses:

  • You will see improved staff retention
  • Employees will achieve a nationally recognised level 2 qualification
  • Employees can learn from their own home, in their own time
  • Employees get access to award-winning learning and assessment materials
  • Employees will receive subject specialist support from a Tutor and access to a Learner Support Advisor for everyday queries
  • Funding available – speak to one of our team for more information and to see if your staff are eligible.
  • Full cost Direct debit Fully funded
    £275 Initial payment of £27.50, 3 monthly payments of £82.50 To be eligible you must:
  • Be 19 or over as of 31st August 2017
  • Have lived in the European Union for the past three years
  • Not be a current learner with The Skills Network or another provider
  • Learners must reside in England or Scotland
  • NOT have done the course of interest before.

  • Key Information

    Funding Fully Funded
    (Subject to eligibility)
    Full Cost Price £299.00
    Course Length 8-12 weeks
    average course length
    Awarding Body TQUK
    Learning Method(s)

    Paper based
    learning materials
    with online assessment

    Paper based
    learning materials and
    paper based assessment

    Direct Debit



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