Skip to main content
Bradford College

NCFE Certificate Level 2 in Understanding Retail Operations

Qualification Gained
NCFE Certificate Level 2 in Understanding Retail Operations
Study Level
Adult, Distance Learning, Level 2
Variable (via Distance Learning)
Start Date
Study Mode


The NCFE Level 2 Certificate in Understanding Retail Operations aims to provide students with an introduction to the retail industry to those new to or seeking employment in this area.

  Key Info

Students will develop an understanding of the different aspects of working in the retail sector, where their knowledge can be put into practice. You will learn the foundations needed for employment within the Retail sector, covering key topics in customer service, the retail business and health and safety.

Part A:

Unit 1 – Understanding Customer Service in the Retail Sector

  • The effect of customer service on retail business
  • How retail business find out about customers’ needs and preferences
  • The importance to a retail business of customer service standards, policies and procedures
  • Resolving customer complaints and problems in a retail business

Unit 2 – Understanding the Retail Process

  • The five steps of the selling model
  • How questions are used to identify customers’ needs
  • The benefits and uses of product knowledge
  • How sales are closed

Part B:

Unit 3 – Understanding How Individuals and Teams Contribute to the Effectiveness of a Retail Business

  • Employment rights and responsibilities of an employee and the employer
  • The importance and characteristics of effective teamwork in retail business
  • The impact of effective communication skills when working in a retail team
  • How roles and responsibilities of retail teams relate to the structure and function of organisations
  • How to improve personal performance

Part C:

Unit 4 – Understanding How a Retail Business Maintains Health and Safety on Its Premises

  • Know the main provisions of health and safety legislation in relation to a retail business
  • Know what actions to take in an emergency
  • Employees’ responsibilities in reporting hazards and accidents that typically occur on the premises of a retail business
  • Safe handling, storage and disposal
  • Safe working practices

Part D:

Unit 5 – Understanding Retail Consumer Law

  • How consumer legislation protects the rights of customers
  • Main provisions for the protection of consumers from unfair trading practices, consumer credit legislation, data protection legislation in relation to retail and the law relating to the sale of licensed and age-restricted products
  • Consequences for business and employees contravening  retail law

Unit 6 – Understanding How to Deal With Customer Queries and Complaints in a Retail Environment

  • How resolving customer queries and complaints contributes to customer loyalty and confidence
  • How to deal with customer queries in a retail environment
  • How to manage angry customers when dealing with customer’s queries and complaints in a retail environment.

Unit 7 – Understanding the Handling of Customer Payments in Retail and Business

  • Know the methods of payment accepted from retail customers
  • Understand the risks involved in handling payments
  • Understand the cashier’s responsibility for providing service at the payment point
  • Understand the cashier’s responsibilities when processing age-restricted goods at the payment point

Unit 8 – Understanding the Control, Receipt and Storage of Stock in a Retail Business

  • The importance of the right stock levels
  • How goods are received on the premises of a retail business
  • How stock should be stored to prevent damage or loss

To be eligible to study our courses students must be:

  • Aged 19 or over (students under 19 may study our courses if they are employed. A letter of evidence from their employer stating the benefit of the course to their professional development must be submitted prior to enrolment)
  • Currently living in England and have lived in the UK/EU for the last 3 years (non EU nationals must provide evidence of their passport/visa with their application)
  • Students must not be studying another course, apprenticeship or traineeship with Bradford College or another education provider. There are exemptions to this depending on how the course is funded. Students in receipt of Advanced Learner Loans or student finance will be ineligible for our courses.

For more information, or if you are interested in one of our Distance Learning courses, please email [email protected]

You must complete all assessments in the agreed timescales and submit these for marking to the Distance Learning Team by either post or email. Your work will then be sent to an assessor to be marked who will provide you with feedback along with advice and guidance to help you successfully complete the course.  There is also support available from the office team. Upon successful complete of four assessments you will be awarded the NCFE Level 2 Certificate in Understanding Retail Operations.

Successful completion of this course means that you will gain a nationally recognized qualification that can enable you to progress in your career. You may choose to progress to further study or employment in the Retail sector.


There are no fees for this course as the College has secured funding and has agreed to waive all fees. Please note that when a student enrols on this course, they will be expected to complete the programme of study within the allocated timescales. Should a student not complete the course in full, they will be required to pay a fee to cover registration, administration fees and learning material costs.

Our prospectus, college documents and website are simply here to offer a guide. We accept no liability for any inaccurate statements and are not responsible for any negative outcomes if you rely on an inaccurate statement. We reserve the right to withdraw any programmes or service ay any time.



# School Leaver

Bradford College School Leaver