Module 1 :Adopting a 'Customer First' Mindset
A customer-first mindset is more than just having a friendly and positive attitude. It’s a way of thinking that places the customer at the heart of everything you do. This brings many advantages to the business and will help your employees excel in their role. In this course, they’ll learn strategies for demonstrating a customer-first mindset in the workplace.
Topic's covered :
What a customer-first mindset is
The benefits of having a customer-first mindset for retail success
How to apply strategies to adopt a customer-first mindset
Module 2 : Commercial & Product Awareness
KYC, or Know Your Customer, standards exist to protect financial institutions and consumers from money laundering, terrorist financing, corruption, and fraud. Thorough KYC processes are essential for compliance and risk management in financial organizations. As the global economy grows, there are huge benefits to KYC systems, but also challenges.
Topic's covered :
How commercial and product awareness can improve sales performance and customer service
How to apply commercial awareness to your retail position to add value to your customers and organization
How to demonstrate product awareness in your retail role to offer a great retail service
Module 3 :Coaching Retail Employees
Well-dressed store windows, whether physical or virtual, have a positive influence on sales. Your retail employees will need to know how best to use the window space or virtual features. It’s also useful to have a few techniques up their sleeve to make their displays attractive to potential customers.
Topic's covered :
The importance of store windows
How to identify different types of window displays to make the best use of your available space
The impact of virtual store windows
How to apply techniques to create effective window displays that attract customers into your physical store
Module 4 :The Importance of Store Windows
Well-dressed store windows, whether physical or virtual, have a positive influence on sales. Your retail employees will need to know how best to use the window space or virtual features. It’s also useful to have a few techniques up their sleeve to make their displays attractive to potential customers.
Topic's covered :
The importance of store windows
The challenges to auditor independence
The 5 fundamental principles of ethical behavior
Module 5 :GDPR in a Retail Environment
GDPR, or the General Data Protection Regulation, is a European Union (EU) law that protects personal data. If your organization ships to the European market, this law applies to you, too. It may well affect how you’re expected to collect and store customer data. Although it sounds like extra work, GDPR brings advantages, including improved customer loyalty. And your retail employees can use best practices to deal responsibly with your customers’ data.
Topic's covered :
How GDPR affects the retail sector
The benefits of GDPR in a retail environment
How to apply best practice when handling customer data in online retail so you successfully comply with GDPR
Module 6 : Ethical Retail
Have you ever bought yourself clothes just because they’re on sale, never to wear them, and end up throwing them in the trash months or years down the line? Or perhaps you’ve bought pre-prepared food that has unnecessary packaging, even though you have the time and resources to prepare it yourself? It’s okay, we’ve all done it. But now, more than ever, it’s important to be mindful in our decisions when making a purchase.
Topic's covered :
The considerations conscious consumers make when making purchases
How to identify which gifts and hospitality are appropriate
Changes you can make in your organization to support ethical consumerism
Module 7 :Attention to Detail
Preventing little mistakes, like giving a customer the wrong change, ultimately comes down to attention to detail. And not paying attention to smaller details can lead to bigger problems than you might think. So, your retail teams might find it helpful to learn some hints and tips on how to maximize their attention to detail. And this course will show them how.
Topic's covered :
Key areas in which attention to detail is important
Potential consequences of failing to pay attention to detail
How to carry out effective risk assessments in your role to safeguard and promote transparency
Methods to improve attention to detail
Module 8 :Using your Initiative
No one can fix everything themselves. But it’s certainly possible for your retail employees to solve more problems themselves, or even just come up with ideas for improvements, than they may think. It’s all about using their initiative. That’s not something that comes naturally to everyone, but they can improve their skills in that area.
Topic's covered :
Areas in retail in which you can use your initiative to find solutions
How you can use your initiative to improve your own performance
Methods to improve your skills in using initiative
Module 9 :Handling Complaints - Taking Ownership
It’s important for both individuals and the organization as a whole to handle complaints in an appropriate way. That includes taking ownership of the issue. Handling a complaint the wrong way, and not taking ownership, can cause it to escalate.
Topic's covered :
Potential consequences of failing to handle complaints effectively
Effective methods for handling complaints
Appropriate ways to demonstrate ownership of complaints
Module 10 :The Self-Service Experience
Self-service checkouts are amazing pieces of technology, but we’ve all heard those dreaded words: “Unexpected item in bagging area.” Luckily, technology has improved over the years since they were introduced, so using them has become a lot easier. Because of this, you may have – or be getting – self-service checkouts in your own organization.
Topic's covered :
Key functions your customers need self-service checkouts to perform
How to identify potential pain points for your customers when using self-service checkouts
How to use self-service checkouts to improve your customers’ experience
