SSR.C272 Help customers to apply for the store s credit card and associated insurance products

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1 Help customers to apply for the store s credit card and associated Overview This standard is about processing applications for your store s credit card and any associated your store offers. You need to make sure you comply with financial regulations and data protection legislation throughout the application process. Customer service skills are also an important aspect of this standard, including treating customers with courtesy and tact. SSR.C272 1

2 Performance criteria You must be able to: P1 meet legal and company requirements for giving customers information P2 P3 P4 P5 P6 P7 P8 P9 about the application process if customers wish to take the application form away to consider, make it clear that they are welcome to do so and follow procedures for voiding the blank form ask customers politely for proof of identity and check that suitable proof is provided keep the customer s personal data secure throughout the application process process applications in line with the procedures agreed between the store and the insurer where an application is accepted, confirm clearly to the customer: P6.1 the decision P6.2 the customer s credit limit P6.3 the Annual Percentage Rate which applies follow procedure to enable accounts to be set up for customers whose applications have been accepted where an application is declined, tell the customer tactfully and explain how they can enquire about the reasons where technical problems occur with the application system or equipment, deal with these in line with procedures and report promptly to the right person any problems you can t resolve yourself SSR.C272 2

3 Knowledge and understanding You need to know and understand: K1 the legal and company requirements for giving customers information about the application process K2 why customers may wish to take application forms away to study in detail and why this is to be welcomed K3 why you must void blank application forms and how to do so K4 why customers must prove their identity and what proofs you can accept K5 why you must keep customers personal data secure during the application process and how to do this K6 the procedures agreed between the store and the insurer for processing applications K7 the procedures to follow when an application is accepted K8 how to treat customers with courtesy and tact when their applications have been declined K9 why you must not try to guess with customers about the possible reasons why their applications have been declined K10 the contact details you can give to customers who want to enquire further about declined applications K11 how to use the application system and equipment and how to deal with technical problems that may occur with these SSR.C272 3

4 Additional Information Links to other SSR.C270 Promote the store s credit card to customers; NOS SSR.C271 Offer customers associated with the store s credit card SSR.C272 4

5 Developed by Skillsmart Retail Version number 1 Date approved March 2009 Indicative review date Validity Status Originating organisation Original URN Relevant occupations Suite Key words January 2013 Current Original Skillsmart Retail SSR.C272 Retail and commercial enterprise; Retailing and wholesaling; Sales and customer service occupations; Sales assistants and retail cashiers Retail Retailing; retailers; helps; helping; assists; assisting; applies; applying; store card; policies; policy SSR.C272 5