This course has been developed to meet the requirements in the industry and the standards needed for retail operations accreditation. It is packed with practical real-life situations and activities, and you will have real industry projects to undertake.

Course Objectives:

By the end of this course, participants will be able to:

  • Understand the definitions and usage of retail equipment
  • Effectively communicate in the workplace
  • Manage stock efficiently
  • Keep the workplace safe and secure
  • Utilize skills in handling, displaying, pricing, and protecting merchandise

Course Outline:

Operating Retail Equipment

  • Retail functions
  • In-store equipment
  • Operating retail equipment
  • Handling breakdowns
  • Maintaining equipment

Communication in the Workplace

  • The skills of communication
  • Communicating in a retail environment
  • Good telephone communication
  • Working in teams
  • Reading and interpreting retail documents
  • Using numbers in the workplace

Applying Point of Sale Handling Procedures

  • Point of sale
  • Operating the point of sale terminal
  • After the sale

Interaction with Customers

  • Customer service
  • Handling customer complaints
  • Sales documentation
  • Customers with special needs

Working Effectively in a Retail Environment

  • Introduction to retailing
  • Being responsible in the workplace
  • Being non-discriminatory in the workplace
  • Awards and agreements

Balancing the Register/Terminal

  • Remove the takings from the register/terminal
  • Reconcile takings
  • Maintaining documentation

Performing Stock Control Procedures

  • Receive and process incoming stock
  • Rotate stock
  • Participate in a stocktake
  • Reorder stock
  • Dispatch goods

Applying Safe Working Practices

  • Apply procedures for basic safety in the retail workplace
  • Hazards and risks
  • Manual handling
  • Apply procedures for emergencies in the retail workplace
  • Reporting incidents

Minimizing Theft

  • Applying store procedures to minimize theft
  • Handling payments during sale transactions
  • Using security measures for deliveries

Performing Routine Housekeeping Duties

  • Organizing your work area
  • Performing housekeeping routines
  • Hygienic practices
  • Ensuring customer safety

Merchandise Products

  • Placing and promoting merchandise
  • Arranging and displaying merchandise
  • Creating an effective display
  • Resetting and dismantling special displays
  • Preparing price tickets for displays
  • Placing and arranging price tickets for displays
  • Protecting merchandise

Selling Products and Services

  • Responding to customer enquiries
  • Approaching the customer
  • Determining customer needs
  • Converting features to benefits
  • Responding to customer objections
  • Closing the sale

Advising on Products and Services

  • Developing product knowledge
  • Service and competition
  • Recommending specialized products
  • Customer needs and expectations

We_They was founded in 1988 with the aim of providing first class training and consulting services, enabling our clients to improve and sustain a valuable competitive advantage, hence, making a positive contribution towards their success. Working closely with national and multi-national companies, we offer global experience coupled with practical, local expertise.  

We aim to deliver innovative yet practical business solutions, from concept formation to implementation and evaluation. BLI’s depth of service and global reach translates into seasoned knowledge for tailoring our services to our clients’ specific needs. 

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