BACKGROUND

Retail is perceived as the easy sale. It is in face the most challenging. The establishment of credibility and rapport must be in place to ensure a “shopper” becomes a customer.

At the heart of all sales is an interpersonal relationship between the organisation and its customers. If a customer fails to make a personal connection with an organisation then there is very little chance of a sale being made. This becomes even more vital when it comes to face-to-face sales. In this case the sales representative becomes the face of the organisation and the point of contact with customer. Therefore, to ensure a successful sale, the sales representative has to learn how to sell directly and to connect with the customer

This Three Day Programme has been designed to equip your front line employees with the skills to ask the right question, to get the right answers and ultimately to get a sale. The key focus is on allowing the customer to buy (the soft sell).

Our trainers will be on hand throughout the programme to offer guidance, support and assistance. Successful attendees will be awarded with a FETAC Minor Award in Retail Selling at Level 5.

Entry Requirement: Participants must hold a Leaving Certificate or equivalent Qualification (Level 4) and / or have relevant life and work experience.

PROGRAMME AIMS & OBJECTIVES

AIM:

The programme aims to develop your front line staff understand the bases of retail sales and to enhance their selling and closing sales skills.

OBJECTIVE:

On completion of the programme, participants will be able to:

§         Understand the basics of face – to face sales

§         Gain the skills necessary to actively engage in retail sales

§         To manage effectively customer objections and difficult clients

§         Interpersonal skills to communicate effectively with the customer

§         Develop skills to elicit a positive response from a customer

PROGRAMME CONTENT

Unit 1 – Personal Selling Skills

• The Retail Environment
• Overview of Face – to – Face Sales
• Professional Etiquette & Mannerism
• Knowing Yourself, Your Product and Your Client
• Self Management
• The Sales Process
• Timing and Approach
• Effective Listening and Questioning
• Overcoming Objections
• Recognising Buying Signs
• Closing the Sale

Unit 2 – Customer Relations

• Sales Communication
• Connection as the Basis of Sales
• Building Customer Relations
• Understanding Policies and Procedures
• Handling Difficult Clients
• Complaints and After Sales Service
• Tools and Techniques to Improve Face – to – Face Sales

Unit 3 – Handling Payments

• Handling Payments – Cash, Credit and Debit Cards and Cheques
• Organising Finance
• Security Awareness

PROGRAMME MANUAL

This programme includes a highly comprehensive manual, which continues to be an excellent referencing source after the Programme.

FETAC CERTIFICATION

This course is certified by FETAC (Further Education and Training Awards Council). FETAC gives people the opportunity to gain recognition for learning in training centres, in the workplace and in the community. FETAC Qualifications enable participants to progress both educational and professionally, fort further information please view our website:

www.Paramounthr.ie

The FETAC Assessment periods are January, May, August and November. FETAC issue certificates within approximately 2 months of each assessment period.

FETAC ASSESSMENT

Participants who wish to achieve a FETAC Component Certificate must complete Two Assignments (20% Each) and a Skills Demonstration (60%).

Assignment 1

Produce a report, based on an investigation (a mystery shop) of personal selling techniques with reference to the context of selling, feature of personal service, and selling techniques. This will be provided too you on the first day of the programme. It must be submitted within 1 week. (20%)

Assignment 2

Produce a report, based on an investigation of customer relations with reference to the policy and procedures, handling payments and handling customer objections. This will be provided too you on the second day of the programme. It must be submitted within 1 week. (20%)

Skills Demonstration

In one (15 – 20 minute) skills demonstration, learners will have an opportunity to be assessed on their face-to-face skills. During the recorded demonstration learners will have to demonstrate a range of practical skills, use of visual aids, and use of learning materials.  This will be provided too you on the first day of the programme. It must be assessed on Day 3 of the programme. (60%)

GRADING

• Pass 50 - 64%
• Merit 65 - 79%
• Distinction 80 - 100%