Customer Service and Upselling: Skills UK Retailers Value in 2025
- Lenivie Fernandez
- Nov 20
- 5 min read
Learn how to stand out in retail with the skills that matter most to employers this year.
Retail is one of the UK’s most dynamic industries. Whether you work on the shop floor, at the till, or in a customer support role, the way you connect with customers can make all the difference.
In 2025, UK retailers are looking for professionals who combine friendly, genuine service with commercial awareness. Strong retail customer service UK skills show that you care about the customer experience, while confident upselling skills retail UK demonstrate that you understand business goals too.
At JobReadyCV, we work directly with UK employers who hire retail staff every day. Here’s what they told us about the customer-facing skills that matter most this year, and how you can show them clearly on your CV and in interviews.
Why Customer Service Matters More Than Ever
After years of digital transformation, many UK retailers are focusing again on personal, in-store experiences. Employers want candidates who can connect with customers in authentic ways that build trust and loyalty.
Customer service is not just about greeting people. It is about understanding their needs, solving problems quickly, and creating positive moments that bring them back.
Example for your CV:
“Delivered friendly, attentive customer service that consistently achieved 95 percent satisfaction ratings.”
Why it works: It shows measurable impact and real results, two things UK hiring managers value most.
What Retail Customer Service Looks Like in 2025
Employers told us that the best customer service employees in 2025 will combine empathy, product knowledge, and communication skills.
Here are the top traits that stand out:
✅ Active listening: Paying attention to customers’ words, tone, and body language.
✅ Product awareness: Knowing what you sell and suggesting solutions confidently.
✅ Positivity under pressure: Staying calm and kind even during busy or stressful moments.
✅ Problem-solving: Quickly finding answers or offering alternatives when items are unavailable.
✅ Follow-through: Making sure issues are resolved instead of passing them on.
Example for your CV:
“Listened carefully to customers’ needs and recommended suitable products, resulting in repeat purchases and positive feedback.”
The Power of Upselling in UK Retail
Upselling is not about pushing products. It is about identifying what will truly benefit the customer and enhancing their shopping experience. Retailers value employees who can increase sales while maintaining excellent service standards.
Strong upselling skills retail UK are a sign of confidence, communication, and commercial understanding.
Example for your CV:
“Used active listening and product knowledge to upsell related items, increasing average transaction value by 15 percent.”
Why it works: It shows you know how to balance service quality with business performance.
Upselling Strategies UK Employers Appreciate
Here are techniques that top-performing retail employees use to upsell effectively without sounding pushy:
1. Ask the Right Questions
Understanding customer needs helps you make relevant suggestions.
“Are you looking for something to go with this outfit?”
2. Make Personalised Recommendations
Base your suggestions on what the customer already likes.
“If you enjoy this fragrance, our new range has similar notes and lasts longer.”
3. Focus on Benefits, Not Prices
Customers respond better when you explain value.
“This version includes an extra warranty, which can save you repair costs later.”
4. Be Authentic
Customers trust honesty. Only suggest products that genuinely fit their needs.
5. End with a Smile
Positive energy and friendly tone make all the difference.
Soft Skills That Support Great Customer Service and Upselling
Behind every sale is a combination of soft skills that UK retailers highly value. Developing these qualities will help you perform better and stand out to employers.
Confidence: Being comfortable starting conversations with customers.
Empathy: Understanding and responding to customer emotions.
Communication: Speaking clearly and listening actively.
Patience: Handling complaints or questions with understanding.
Teamwork: Supporting colleagues during busy shifts.
Attention to Detail: Noticing when displays need restocking or when customers need assistance.
Example for your CV:
“Built customer loyalty through patience, clear communication, and a positive attitude during high-volume periods.”
How to Showcase Customer Service and Upselling on Your CV
Employers want to see real examples of how your work has improved sales or customer satisfaction.
✅ Use numbers and achievements: “Increased sales by 12 percent through personalised recommendations.”
✅ Highlight customer feedback: “Received monthly recognition for exceptional customer service.”
✅ Show teamwork and initiative: “Assisted in training new staff on upselling techniques.”
✅ Add key terms: Include both retail customer service UK and upselling skills retail UK in your summary and experience section.
The Future of Retail Skills in the UK
In 2025, retail success depends on blending human connection with smart technology. Many employers now value candidates who are comfortable using tablets for inventory checks, digital payment systems, and loyalty apps. All while keeping the personal touch that builds lasting relationships.
Future-focused skills to build:
Confidence with digital POS systems
Basic data awareness for tracking sales
Adaptability to new retail technology
Continuous learning attitude
Employer insight:
“We hire people who care about customers first but also understand the importance of sales performance. The best retail assistants know how to do both.”
Final Thoughts
Excellent customer service and thoughtful upselling remain at the heart of UK retail. Employers are looking for individuals who combine kindness with commercial awareness — people who make customers feel valued while helping the business grow.
At JobReadyCV, we help retail professionals present these strengths clearly on their CVs and cover letters. Whether you are applying for your first role or aiming for a supervisor position, we can help you highlight your skills in a way that UK employers notice.
FAQs: Skills UK Retailers Value
What customer service skills do UK retailers value most in 2025?
UK retailers look for employees who demonstrate empathy, active listening, product knowledge, and problem-solving. Strong communication and a positive attitude under pressure are essential for creating great customer experiences and building brand loyalty.
What are effective upselling skills for retail jobs in the UK?
Successful upselling in 2025 is about helping customers, not pressuring them. Employers value staff who ask the right questions, make personalised recommendations, and focus on product benefits. The goal is to increase sales while maintaining excellent customer satisfaction.
How can I show customer service and upselling skills on my CV?
Use measurable examples. Write statements such as “Increased average transaction value by 10 percent through product recommendations” or “Achieved 95 percent customer satisfaction ratings.” Include retail customer service UK and upselling skills retail UK in your summary and key skills section to pass Applicant Tracking Systems (ATS).
How can I improve my customer service performance in retail?
Practice empathy, confidence, and communication every day. Ask open questions, listen carefully, and focus on providing helpful, personalised service. Stay informed about your store’s products and promotions so you can give customers accurate information and thoughtful recommendations.
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