Unit Award Scheme

30341 EMPLOYABILITY SKILLS: CUSTOMER AWARENESS

In successfully completing this unit, the Learner will have		Evidence needed
demonstrated the ability to
1	explain what is meant by customer awareness in business	Summary sheet
2	explain why customer awareness and satisfaction are paramount to business success	Summary sheet
3	explain what a customer profile is and how it can be used successfully by a business	Summary sheet
4	describe at least five features which should be included when creating a customer profile for a business	Summary sheet
5	carry out independent research to create at least three likely customer profiles for three different businesses	Student completed work
6	construct a questionnaire of at least 10 questions to monitor customer satisfaction in a given business	Student completed work
7	explain at least two scenarios of how possible data from the questionnaire could be used to improve customer service	Student completed work
shown knowledge of
8	at least three communication barriers between a customer and a sales person, and how to overcome each of these	Student completed work
9	at least five ways in which employees can show a positive attitude towards customers	Student completed work
10	at least five ways in which employees might show a negative attitude towards customers	Student completed work
11	create and deliver a five minute presentation to peers outlining how customer awareness and satisfaction might be improved in a business	Student completed work
12	how at least six of own skills can be used positively when dealing with customers	Student completed work
13	how at least three of own skills can be improved upon when dealing with customers.	Student completed work

All outcomes recorded on an AQA Summary Sheet

Approved 31 July 2012Level - Level Three