This course prepares a student to take the National Retail Foundation Customer Service and Sales national certification exam.
Course Outline:
Lesson 1: Welcome to Retail
- What is Retail?
- Multichannel and Omnichannel Retailing
- Distribution Channels and Retail Ownership
- The Economic Impact of Retail
- Understanding the Customer
- Customer Mindsets
- The Customer Loyalty Life Cycle
- Consumer Behavior, Including Technology
- The Value of Customer Service
- Company Brand and Culture
- Quality Customer Service
- The Impact of Poor Customer Service
Lesson 2: Know Before You Sell
- Knowing Products and Services
- Features and Benefits
- Product Knowledge and Customer Service
- Continuous Learning
- Knowing the Customer
- Connecting with the Customer
- Customer Needs and Interests
- Listening to Customers and Confirming Their Needs
Lesson 3: Selling and Service
- Meeting the Customer’s Needs
- Customer Loyalty and Personalized Service
- Comprehensive Solutions and Add-on Services
- Overcoming Objections
- Making the Sale
- Processing and Completing the Transaction
- Cash Transactions and Making Change Correctly
- Debit, Credit, and Mobile Payments
Lesson 4: Workplace Readiness
- Finding the Job
- Entry-Level Retail Jobs: Goals and Expectations
- Searching for Jobs Online (Social Media)
- Building and Maintaining Your Network
- Getting the Job
- Crafting an Accurate Resume
- Using an Online Job Application
- Shining in an Interview
- Growing Your Skills
- Receiving and Applying Feedback
- Building Your Career in Retail
- Personal Career Planning
Certification:
This course prepares a student to take the National Retail Foundation Customer Service and Sales national certification exam.
