Level 2 Certificate in Understanding Retail Operations

Interested in studying one of our retail courses? This qualification aims to provide you with a thorough understanding of retail operations, including effective customer service, teamwork and understanding what to expect when working in the retail sector. Upon completion of this course, you could progress on to one of our other retail courses, such as our Level 3 Certificate in Principles of Customer Service.


This course is split into manageable units. These are:

Unit 1: Understanding customer service in the retail sector

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

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

This unit will increase your 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, you will examine consumer legislation, which includes protection against unfair trading practices. You 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, you 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 will help you 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, you 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.

The benefits of this course include:

  • Learn from your own home, in your own time
  • Achieve a nationally recognised level 2 qualification
  • Access to award-winning learning and assessment materials
  • 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 you are eligible.

  • This qualification could assist you in gaining the following employment opportunities and potential salaries:

    Retail Store Manager – up to £25,000

    Sales Assistant – up to £16,250

    Key Information

    Course Length 8-12 weeks
    average course length
    Awarding Body TQUK
    Course Level Level 2
    Funding Fully Funded
    Learning Method(s)

    Paper based
    learning materials
    with online assessment