Dear Year 12


this the final part of the final unit.


P4 Demonstrate Customer Service Skills in a T&T context.
M2 Deal independently with customers in a T&T situation


P5 Demonstrate selling skills in a T&T situation
M3 Demonstrate effective reselling skills in a T&T situation


D2 Demonstrate good product knowledge, customer service and selling skills to provide a consistently high standard of customer service in three different situations










P4 / M3 / D2 will see you prepare for the THREE role plays  (one face to face, one over the phone and a complaint that you deal with finally by email)




P5 requires you to demonstrate your selling skills in one of the above role plays by building RAPPORT, establishing customers needs,  and demonstrating your product knowledge and overcoming some resistance before closing the sale.




18 / 19th June Role Plays begin - Face to face


25 / 26th June  - Role plays continue - over the phone


29th June  - Final role play- complaint handling and your final evaluation for D2


Cant quite believe that we are nearly all done for the year.


Mr T