Unit Award Scheme

demonstrated the ability to

1. identify what is meant by a customer profile and one way in which it might be used by a business

2. describe at least four features which should be included when creating a customer profile for a given business

3. carry out independent research to create at least two likely customer profiles for the business, detailing the main characteristics of each

4. explain why customer awareness is paramount to business success

5. identify at least three of their own skills which can be used when dealing successfully with customers

6. construct a questionnaire of at least six questions to monitor customer satisfaction in a given business

shown knowledge of

7. at least four reasons why customer satisfaction must be the focus of any profit-making business

8. at least three ways by which employees can show a positive attitude towards customers

9. at least three ways by which employees might show a negative attitude towards customers

10. at least two ways in which these negative attitudes towards customers can be addressed

11. how at least four of their own skills can be used positively when dealing with customers

12. how at least two of their own skills can be improved upon when dealing with customers

experienced

13. taking part in at least two role-playing sessions about customer awareness, playing the part of both the customer and a business employee.