Retail and Wholesale Trade

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Getting someone to buy from you is way harder than making them pop into your store to see what you’re offering.So, how do you get people to shop around?Retail customer service is the name of the game. And it’s true for both brick-and-mortar as well as online stores. Use this playlist to help makes those sales and have your customer leave with a smile.This playlist is curated for audiences in APAC. It highlights a diversity of courses and regionally relevant Content Partners. It is meant to serve as an initial introduction to a variety of learning experiences on this topic, not as a prescribed curriculum. Level = Beginner / All. This playlist was updated in May 2023. ﻿

Course OverviewThis online interactive training course has been designed to help protect your employees from becoming victims of armed robbery. This training course is designed to show your staff how to behave during an armed robbery, what to do after the robbery and how to identify and minimise the risk of an armed hold-up occurring. This training course has been specifically designed for the Australian market. Note: Sections of this course may be confronting for some users. Target AudienceAnyone in the workplace.

Crime Prevention Techniques

Security Awareness Training

Responding to active shooter

Self-defense training

AML/CFT Risk Awareness

Cybersecurity awareness

Armed Robbery Awareness

BSI Team

This module will present you with a number of ideas, techniques and strategies to help you overcome problems and challenging situations in the workplace.

Solution Development

Dealing with problems

Applying Practical Techniques

Troubleshooting

Salon Problem-solving

Creating scenario-based learning

Customer Problem Solving

Retail Excellence - Problem solving

In retail, customer satisfaction is determined by how well a customer's needs have been met before, during and after any sales or service interaction. Providing a level of customer service that exceeds a customer's expectations should be the objective of each interaction that you have. This can be achieved by using a standardised process that follows a series of logical steps designed to maximise the efficiency and effectiveness of every customer interaction.

Sales interaction improvement

Customer Engagement

Managing customer expectations

Customer service optimization

Effective customer communication

Explaining Customer Satisfaction

Customer Service

Retail Excellence - Customer interaction

Rapport describes a relationship of mutual understanding, agreement and trust between people.  Rapport is something we naturally develop with friends and family, and building rapport with customers is an essential prerequisite to any successful customer interaction.

Building rapport

Building Customer Connection

Building Customer Loyalty

Prospect Engagement

Building client relationships

Effective Relationship Management

Retail Excellence - The importance of rapport

In retail, the most productive customer relationships are those based on good rapport. This means creating a relationship of mutual understanding, agreement and trust, that makes customer's feel valued, comfortable and listened to. Matching and mirroring are two simple rapport-building techniques that retail consultants can use to quickly and effectively establish rapport in the workplace.

Developing Customer Empathy

Retail Excellence - Matching and mirroring

Pacing is a technique that allows you to better address customer needs and concerns by looking at the world from the customer's point-of-view.

Pace Management

Mastering Positioning Strategies

Advancing the sale

Line opening techniques

Implementing customer-centric approach

Retail Excellence - Pacing

Customer motivation describes the internal factors which drive people to purchase particular products or services over others. Understanding customer motivation requires thinking about the psychology of how people think, feel, reason and distinguish between the importance of different needs or wants.

Differentiating intrinsic and extrinsic motivation

Motivation identification

Motivation maintenance

Understanding Motivation Theory

Retail Excellence - Customer motivation

Identifying customer needs is a critical part of the customer interaction process. It requires uncovering all the information required to match a customer's needs or wants with the products and services you have to offer, and the best way to find out this information is to use discovery questions.

Customer Needs Assessment

Assessing customer needs

Customer Investigation

Question formulation

Effective Questioning Techniques

Identifying unmet needs

Solution selling

Retail Excellence - Discovery questioning

Listening is the act of paying close or active attention to what another person is trying to communicate. Listening skills involve a range of techniques that enable you to fully understand the needs, wants, motivations and circumstances of the person with whom you are speaking.

Active Listening

Discerning Listening Types

Developing Interpersonal Skills

Auditory learning techniques

Telephone skills

Retail Excellence - Listening skills

Making a successful recommendation is a key element of the customer interaction (CI) process. Successful recommendations provide the customer with appropriate solutions relevant to their needs and circumstances. A good recommendation makes this clear by highlighting which benefits of a product or service best address the customer's WIIFMs.

Structuring successful recommendations

Recommendation Development

Retail Excellence - Successful recommendations

An objection is a statement that expresses a person's concern, reservation or disagreement about a particular matter, situation or recommendation. In the customer interaction (CI) process, an objection refers to the cause for a customer's resistance to an idea or recommendation, and provides an opportunity for the retail consultant to respond to that concern in the most effective manner possible.

Handling customer objections

Handling upset customers

Managing Resistance

Conducting Trial Closes

Complaint Handling

Retail Excellence - Handling objections

Dealing with angry and upset customers is, inevitably, part of your role as a retail consultant. However, you can handle customer complaints and frustrations quickly and easily by following a few simple techniques that can help you turn a negative situation into a more positive and productive one.

Retail Excellence - Angry and upset customers

Retail Success Factors: Service Excellence & Future Trends (APAC)

The retail sector is the UK's largest private sector employer. Working in retail requires certain key skills including an ability to provide service excellence, strong communication, numerical and analytical skills, product knowledge, the ability to resolve customer complaints efficiently and effectively, and the requirement to work unsociable hours. This playlist is curated for audiences in the EMEA region and provides a selection of courses from UK and Global Content Partners with learning content on customer service, compliance topics, and trends in the sector along with some useful retail tips. It is meant to serve as an initial introduction to a variety of learning experiences on this topic, not as a prescribed curriculum.This Playlist was updated in June 2023.﻿ Level = Beginner / All.

Skills Hub

The road to sales success starts with the core foundational elements that need to be mastered. This session explains the skills you must possess to succeed in retail sales – and how to go about acquiring them.This lesson forms part of the Retail Sales Academy course.

Understanding Sales Process

Building Sales Confidence

Retail Basics Knowledge

Sales Skills

Developing a sales mindset

Sales Improvement

Set yourself up for success with this course that covers the foundational skills you'll need in the sales world

The Key To Improving Retail Sales

Changing the negative thought cycle is a process that takes a little time and plenty of practice. Positive thinking is not about putting on a pair of rose colored glasses and ignoring all the negative things you will encounter in life. That approach can be just as devastating as ignoring the positive and only focusing on the negative balance with a healthy dose of realism is the key. Negative thoughts will happen and you cannot stop them from entering your mind, but what you can control is how you deal with them. So what can you do when you find yourself overwhelmed with negative thoughts?

Does the design and layout of your store make it easier to sell or harder? How can you even be sure? It’s up to us as retail sales professionals to create an environment that makes it easy and enjoyable for customers to shop. This session shows you exactly how to do this. This lesson forms part of the Retail Sales Academy course.

Merchandising products

Sales presentation development

Product Presentation

Demo Creation and Presentation

Learn how you can design and present your store in a way that will increase your sales

Store Presentation & Merchandising

Perhaps the most overlooked part of the sales process is at the checkout. The point in the sale when the customer hands over their money provides a great opportunity to enhance their shopping experience, and in some cases increase the total sale. In this session, we demonstrate exactly what you should be doing at this final but critical part of the sale. This lesson forms part of the Retail Sales Academy course.

Closing Techniques

Sales Process Management

Sales Pitfall Avoidance

Order Processing

Sales conversion optimization

Enhance the entire sales experience for customers by learning how to properly act at the point of sale

Point Of Sale

A complaining customer is a great opportunity. If they didn’t complain and just left the store, you would never know they were dissatisfied and would likely never see them again. But they did you the favour of expressing their dissatisfaction. The rest is up to you. In this session, we will show you the skills and strategies you need to handle any complaint you will encounter in the retail sales environment. This lesson forms part of the Retail Sales Academy course.

Managing Customer/Supplier Conflicts

Learn how to expertly handle complaints and how to use them to improve your sales service

Handling Complaints

Well done, that's correct. The customer is aware the return. Has expired and is already upset. Reiterating this point is not likely to make her happier given the circumstances. And since the item has not been opened or used, this may be an opportunity to establish goodwill by allowing a return or offering a store credit. Your store may very well let's her return the item, but this is an unusual circumstance and the return. Has technically expired. Therefore, this is an excellent scenario to take to your manager. The customer is asking you to do something that is technically against store policy, but given these circumstances the request doesn't seem unreasonable. This type of decision is best handled by management.

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A survey of retail customers revealed that there are five things customers want in their retail experience. They want a knowledgeable associate, satisfaction, personalized service, online and offline integration, and they want fun. Let's take a look at each of these.

Delighting Customers

Maintaining service mentality

Service orientation

Working in Retail: How to Give Exceptional Service

Coorpacademy ∞

Retailers’ Millennials problem
    A chapter from the course : Connected Point of Sale
    Mobiles devices has radically changed our consumption practices. Nowdays, consumers want to live an ongoing experience on all channels of communication. But how sellers may set up an omnichannel strategy? What are the resources they can use? That is what you will discover in this course.

Omnichannel Management

Understand M-commerce basics

Communicate with Gen Why

Connected screens future knowledge

Understanding of online shopping in China

Analyzing E-commerce Trends

Multiscreen Marketing

Retailers’ Millennials problem

Is virtual reality the future of retail?
    A chapter from the course : Connected Point of Sale
    Mobiles devices has radically changed our consumption practices. Nowdays, consumers want to live an ongoing experience on all channels of communication. But how sellers may set up an omnichannel strategy? What are the resources they can use? That is what you will discover in this course.

Retail and Wholesale Trade

Curated By Go1

Retail Success Factors: Service Excellence & Future Trends (APAC)

Retail Success Factors: Service Excellence & Future Trends (EMEA)