Course Outline : On-Line Retail Training – Certificates 1 & 2
Most retailers have a dynamic and diverse mix of staff in their stores, but have a single, common need from all of them – exceptional customer service. ORT’s Certificates 1 & 2 in Retail Customer Service, are a comprehensive guide to the fundamentals of why great customer service is so important, and how it can be achieved.
In an easy-to-read format, our courses take the student through a logical progression from the basic principles of customer service and working in a retail environment, to their role on the shop floor, where they will learn selling techniques, how to build a relationship with their customers and numerous ways that they can work towards future sales. Full-timers, part-timers, casuals, people returning to the workforce or those in their first role after leaving school or college will all benefit from the in-depth knowledge that our courses will give.
We take the student on a journey from what to expect in a retail environment; the importance of product knowledge; how to present themselves; behaviour and body language and how to set goals for the future, through to stepping onto the shop floor. They are taught how to ask open and closed questions; to listen to the customer; how to overcome objections and close the sale; complaints handling; store security; phone manner and competitive analysis, as well as successful sales techniques to use as tools. Even otherwise sensitive topics such as personal hygiene and body piercings are covered, to provide the student with full coverage of what constitutes great customer service and how it can benefit both the company that they work for and their own career.
Each certificate consists of ten separate modules, each with its own assessment. Each module is punctuated with table format and interactive exercises for the student to complete. The light-hearted approach using colourful cartoon illustrations ensues to hold the student’s interest and keep them focused. The courses are light-hearted in appearance, but not light-hearted in content.
Continuous mention is made to the importance of sales, not only for the immediate, but how to encourage future sales and repeat business. Advancements in technology too, are not forgotten, with an overview of point of sale equipment found in most retail outlets, together with reference to internet businesses and servicing customers on-line.
Designed to work in conjunction with live, on-the-job training, our courses will provide invaluable information to anyone working in a retail environment, whether they are just casual workers or plan to make it a long-term career. Particularly helpful as a refresher course, too, for those returning to the workforce, ORT’s Certificates 1 & 2 in Retail Customer Service will educate, enthuse and encourage a positive shift in current retail customer service and are a guaranteed good investment.
Sales Principles and Fundamental Concepts of Customer Service
Module 1 Self Development & Your Career
Module 2 Sales & Customer Service
Module 3 Product Knowledge
Module 4 Store Presentation
Module 5 Personal Presentation & Hygiene
Module 6 Behaviour & Body Language
Module 7 Working Together
Module 8 Occupational Health & Safety
Module 9 Retail Figures & Formulae
Module 10 Competitor Analysis
Performing Retail Sales & Customer Service
Module 11 Greetings
Module 12 Discovery
Module 13 Offering the Solution
Module 14 Creating Interest with Features & Benefits
Module 15 Overcoming Objections
Module 16 Closing the Sale
Module 17 Additional Selling Techniques
Module 18 Point of Sale
Module 19 Phone Calls, Emails & Internet Sales
Module 20 Complaints Handling & Store Security
Sales Principles and Fundamental Concepts of Customer Service
&
Performing Retail Sales & Customer Service
This package includes all the modules of both Certificate 1 & 2
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