The Retailing Smarts™ training program has been endorsed by the National Retail Federation (NRF) and the National Retail Institute (NRI). The 12 modules in the series are based on industry skill standards developed by the NRF, and are designed to ensure that employees learn how to provide personalized customer service and build pro-
fessionalism.
Each module is approximately three hours and can be taken as a series or individually. Those who complete the entire series are certified as having mastered the retail skill standards established by the National Retail Foundation
Modules in the Series Include:
Get to Know Your Customer (1)
[PDF]The retail sales associate will learn how to determine customers’ needs by listening and asking questions, how to give customers an appropriate greeting, and how to refer customers elsewhere when necessary. By building relationships carefully, the retail sales associate can help create loyalty so customers will return again and again
Meet Your Customers’
Needs (2) [PDF]The retail sales associate will learn how to make shopping an enjoyable experience for the customer, how to inform the customer of additional services, how to follow through on commitments, how to balance phone and in-store service, and how to complete special orders. By understanding what customers want and need, the retail sales associate can help make a lasting good impression on customers.
Build a Continuing Relationship
(3) [PDF]The retail sales associate will learn how to honor manufacturers’ warranties, how to adhere to the company’s return policy, and how to handle customer complaints graciously. By showing the customer that the store stands behind what it sells, the sales associate can help extend the customer relationship beyond the initial sale and build customer loyalty.
Go the Extra Mile (4) [PDF]The retail sales associate will learn how to conduct customer follow-up, how to use business cards artfully, how to maintain key information on customers, and how to offer personal shopper services. By going the extra distance, the sales associate can set the store apart from the competition and build solid customer relationships.
Explaining Features and Benefits
(5) [PDF]The retail sales associate will learn how to listen and ask open-ended questions, how to acquire and apply product knowledge, how to request product feedback from the customer, and how to offer alternative sales options. By helping customers understand how they will benefit from the store’s products and services, the sales associate can help satisfy customers and keep them coming back.
Building the Sale (6) [PDF]The retail sales associate will learn how to suggest additional merchandise to the customer, how to keep current on advertising and promotions, how to see the positive side of returns, and how to apply effective telephone sales techniques. By using these methods to build sales, the sales associate can help enhance customer satisfaction and loyalty.
Closing the Sale (7) [PDF]The retail sales associate will learn how to recognize buying signals, how to ask for the sale, and how to suggest helpful add-ons. By helping customers feel good about their purchase decisions, the sales associate can help make the shopping experience positive and rewarding for everyone.
Completing the Sales Transaction
(8) [PDF]The retail sales associate will learn how to use the register, how to accept checks and credit cards, how to complete the sales paperwork, and how to package or deliver customers’ purchases carefully. By concluding each sales transaction politely, accurately, and efficiently, the sales associate can help customers look forward to returning to the store again and again.
Preventing Loss (9) [PDF]The retail sales associate will learn how to alert the customer to his or her presence, how to attach and remove security devices, how to report stock shrinkage and security violations, how to monitor floor merchandise, and how to alert other sales associates to suspicious customers. By learning how to prevent loss due to shoplifting and fraud, the sales associate can help play a key role in protecting company assets and ensuring that the store is profitable.
Promoting Safety (10) [PDF]The retail sales associate will learn how to report safety problems in the store or department, how to follow emergency procedures, and how to maintain accurate safety records. By ensuring the store is a safe place to work and shop, the sales associate can become an even more valuable and successful employee.
Stocking the Shelves
(11) [PDF]The retail sales associate will learn how to check in merchandise, how to assure accurate pricing, how to review stock and restock as necessary, how to prepare returned merchandise for resale, how to return inventory, and how to identify and handle damaged items appropriately. By learning good inventory management, the sales associate can help increase the store’s profitability and provide good customer service.
Keeping Up Appearances (12) [PDF]The retail sales associate will learn how to check in merchandise, how to organize and maintain supplies, how to organize the stockroom and storage areas, how to arrange and maintain merchandise displays, and how to dismantle and replace displays. By learning the value of maintaining the appearance of the store, the sales associate can help leave a pleasant image in the customers’ minds, and keep them coming back for more.
