Retail Skills Management

Course details

This one day programme is aimed at front line management within the Retail Sector and will provide participants with a comprehensive range of skills appropriate to the front line manager within the Retail Sector.

OBJECTIVES

On completion of this programme, participants will:

• Represent the company appropriately while carrying on day to day tasks
• Conduct themselves in a safe and proper manner while working
• Communicate effectively with customer, colleagues and suppliers
• Deliver excellence in customer care and customer relationship management
• Realise workplace potential through self development and management

SUMMARY CONTENT

• Introducing participants to the concept of the ‘brand’ and encourage them to represent the brand appropriately to theirccustomer
• Equipping participants with the knowledge and skills to communicate effectively with the customer
• Understanding better the needs of the customer
• Measuring customer satisfaction
• Identifying and overcoming obstacles causing customer dissatisfaction
• Handling complaints and difficult customers more efficiently• Researching your customer base (interviews and focus groups)
• \ Improving customer relationship management at all level
• Managing workload
• Analysing time/prioritising
• Distinguishing between urgent and important
• Controlling interruptions