Communication and Digital Skills for Retail
Communication and Digital Skills for Retail tests clear spoken and written communication, customer data handling, and basic use of retail digital tools. Questions may ask for the best reply to a complaint, the correct email tone, or the safe way to record customer information.
Core rules
- Use plain, courteous language; match the channel: short chat reply, structured email, or calm phone call.
- Listen actively: repeat the issue, confirm the order or product, and state the next action and timeline.
- In email, use a clear subject, one purpose per message, and a professional sign-off.
- Enter data accurately: customer name, contact, order number, SKU, and payment status.
- Protect privacy: do not share OTPs, passwords, or customer details; use approved systems and log out of shared tills.
Worked example
A customer emails: “My online order arrived with a cracked bottle.” A weak reply says “Not our problem.” A strong reply says: “Sorry that your order arrived damaged. Please share your order number and a photo of the bottle. We will arrange a replacement or refund within 48 hours under the returns policy.” It apologises, asks only for needed information, states action and timing, and does not promise more than policy allows.
Marks traps
Do not use all capital letters, slang, or emojis in a formal complaint reply. Do not ask the customer to send a password or OTP. Do not record a phone number against the wrong customer. Do not reply to all recipients when only the customer needs the message.