Communication, Behavioural and Digital Skills for Retail
What the exam tests
Drafting short messages, choosing the right tone, and applying basic digital and cybersecurity discipline at the counter.
The communication process
Sender → message → channel → receiver → feedback, with noise disrupting every stage. Good retail messages are clear, concise, correct, complete, courteous and concrete.
Verbal and non-verbal
Match tone and pace to the customer; keep eye contact comfortable, not staring; keep an arm's-length personal distance for strangers; avoid crossing arms, checking the phone or turning the back while speaking. Active listening means paraphrasing ("So you need it before Friday?") and summarising before acting.
Digital skills at the counter
Operate POS, barcode scanner, card machine and UPI QR; raise and track online orders; update stock in the store app; use spreadsheets for stock sheets (basic formulas, sorting, filtering); use WhatsApp Business for order updates from the store number, never your personal number.
Cybersecurity basics
Strong unique passwords, never share OTPs, verify links before clicking, log off shared terminals, never connect unknown USB devices, never photograph a customer's card or ID.
Worked example
Write to a customer whose online order is delayed by three days.
- Subject: Order 4821 - revised delivery date.
- Line 1: apology and the specific new date.
- Line 2: reason in one sentence without blaming a colleague.
- Line 3: what you have done (re-dispatched, waived delivery fee) and a contact for queries. Reasoning: a good service message gives the fact, the cause and the fix, in that order.
Traps that cost marks
Jargon and abbreviations in customer messages; over-familiar tone; sharing customer details on personal social media; clicking an unverified payment link sent by "support".