Nowadays, in the world of business and marketing, it is very important to be aware of the management and customer service processes in shops and retail outlets, within the professional field of sales and marketing management. The trade It is an activity involving a series of tasks and duties for which appropriate training is required. With this training programme in Fundamentals of Management and Customer Service for Retail Outlets you will be able to function effectively within the sector and acquire the basic knowledge relating to commerce and management of shops from the location, merchandising, promotion in the point of sale, customer service, basic procurement management and the cash control at the POS terminal.
Sector-specific
Retail
55 hours
Fundamentals of Management and Customer Service for Retail Outlets
Retail
55 hours
Introduction
Objectives
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To acquire a basic understanding of commerce and management retail operations, including site selection, merchandising, point-of-sale promotion, etc.
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Identify the different stages that make up the sales process.
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Carry out the collection process.
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Learning how to successfully resolve claims and complaints the customer’s.
Table of Contents
TEACHING UNIT 1. TRADE.
- Introduction.
- Distribution.
- Intermediaries.
TEACHING UNIT 2. THE BUSINESS’S ORIENTATION AND LOCATION.
- Customer focus.
- Business definition and market segmentation.
- The combination of marketing.
- A picture of the shop.
- The location of the establishment.
TEACHING UNIT 3. MERCHANDISING
- Merchandising.
- Merchandising for manufacturers and retailers.
- The establishment of the business.
- Shelf layout study.
- The layout of the premises.
- The outside of the shop.
TEACHING UNIT 4. ADVERTISING AND PROMOTION AT THE POINT OF SALE.
- Advertising. Concept
- Decisions to be made.
- Objectives.
- Quotes.
- The media used in advertising.
- The advert.
- Point-of-sale promotion.
- Sales promotion techniques.
TEACHING UNIT 5. CUSTOMER SERVICE.
- Introduction.
- Customer service is a personal endeavour.
- Empathy and identification.
- Replace routines with meaningful attitudes.
- Product knowledge.
- The customer.
- Customer follow-up.
- Know your customer.
- Personalised customer service.
- Customer objections, issues and complaints.
- The telephone.
TEACHING UNIT 6. CUSTOMER SERVICE.
- The concept and importance of customer service.
- Factors that influence the services we offer.
- Types of customer service.
TEACHING UNIT 7. PURCHASING MANAGEMENT
- Shopping.
- The product range.
- Selection of suppliers.
- Stock management.
- Warehouse management.
TEACHING UNIT 8. CASH MANAGEMENT.
- Cash registers.
- Barcodes.
- Point-of-sale (POS) terminals.
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