Retail Operations & Merchandising

Course details

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