Job Responsibilities Serving customers Protect our stores Project a positive image First impressions Keeping the entire store clean Arranging displays Unloading, and unpacking freight Putting away stock and pricing. Loss Prevention Shrink Internal losses are created by employees through inaccuracy, Lack of intention to detail Intentional theft of money or merchandise. There are measures we all must take to prevent internal theft. Abusing employee discounts No merchandise may leave the store Reporting unlawful acts Opening the store Know your sales floor What to do if you see a shoplifter Career Opportunities Career offers Career advancement Positive attitude and ability to work with customers Safety Ladder Safety Inspecting for loose or damaged rungs, steps, or rails. Checking for loose screws, bolts, or hinges. Locking spreaders on step ladders Safety feet Reporting ladder defects Keeping the base area clean Locking spreaders Facing the ladder Holding the ladder with 2 hands Overextension of your upper body. Climbing too high. Safety stickers Lifting Techniques: Load Testing Facing the object Never twist your hips or back while lifting. Keep the load close to your body. Techniques to put less strain on your back muscles. If you must strain to carry the load, it’s too heavy Using hand trucks or dolly’s. Being aware of your surroundings. Make sure you can see where you are walking. Walking on slippery uneven surfaces Going over applicable safety guidelines with your supervisor And always put safety first Harassment and Discrimination Keeping the workplace free from discrimination and harassment. Treating customers equally and with dignity and respect. Reporting harassment This course contains a video and employee quiz.
This retail shrinkage prevention program overs both internal and external factors that affect shrinkage in retail stores. The techniques outllined in the course will teach your associates how to make loss prevention part of their everyday routine. The course has four sections: Awareness External Losses Internal Theft Operational Error Your employees will be taught simple prevention techniques that can be applied every day. How to deal with short change artists. How to recognize shoplifters. How customer service and attentiveness can prevent shoplifting. The career benefits of preventing shrinkage The tricks shoplifters use How shoplifters are nearly impossible to profile...they come from all ages, backgrounds and ethnicities Techniques to thwart credit card fraud. The best practices for taking cash, giving change and register security How internal theft is the largest portion of shrinkage Inspection and security of employee bags
Leadership is about working with your people, not against them, and effective communication is essential to leading your team. In this retail specific program, communication techniques are presented along with examples of situations in which they may apply. This course covers: Paraphrasing Communication is as much about listening and understanding as it is about talking. When you initiate any kind of communication you must assure yourself that the other person understands what you are saying. Paraphrasing is an excellent way to verify comprehension. Follow up Follow up is essential when you are counting on others to communicate a message on your behalf. Whenever you communicate a message make sure it is delivered to the right people and that everyone understands what you meant. Performance Feedback When offering positive feedback, you should First offer congratulations to the employee on the good work. Mentioned specifics of why the work was good and discussed the positive result of the work. Thank employees for the work and encourage them for the future When offering constructive criticism: Offer congratulations and point out what was good about their work. Don’t tell them they are wrong. Offer a suggestion. Discuss what you believe the result of the suggestion will be. Thank employees for the work and give encouragement Offer to help the employee start implementing the suggestions. Getting to know your employees. Every employee is unique and the better you know each employee the better motivator you will be. Some people are sensitive to criticism while others take it well and know how to immediately incorporate suggestions. Some people embarrass easily and would rather not receive a complement in public. Some people need constant public praise in order to thrive. Spend time talking to your people one on one, it’s the best way to know how to motivate and encourage your team. Facilitating Meetings Meetings are a great way to train and motivate your people. There are two particularly effective kinds of meetings…storewide meetings and small group meetings. Storewide Meetings One of the best ways to learn is through teaching, therefore, it’s effective to delegate part of your meeting to be presented by other members of your team. By involving employees in the subject matter of the meeting they will feel more connected to the material. Managers should be prepared to follow up with each presenter before the meeting. If you delegate a task and the person you delegate to is not prepared this will reflect poorly on both of you. Follow a simple format during your storewide meeting. Introduce the meeting. Welcome your employees Thank them for being there Briefly present what will be covered. Present the subject matter with individual presentations, role play, video training or other hands-on activity. Close the meeting. This just takes a couple of minutes. You’ll need to recap what was covered and again thank everyone for their commitment and their time. Small Group Meetings One great way to provide ongoing support is through the use of small group meetings. In contrast to a storewide meeting, a small group meeting focuses on one specific subject only and it is held with just a couple of people. Small group meetings are an excellent tool to use with two or three associates who are having difficulty with topics others on your staff don’t need additional training on. Small group meetings can be scheduled informally. They can be any length from 15-30 minutes. They can be held on any topic that you think will improve your business. Consider topics such as customer service, store presentation, or recruiting. If you ever need suggestions on what topics you should cover, ask your staff. They know better than anybody what techniques and skills that would like to improve. Use the same techniques in running a small group meeting as you would when running a storewide meeting. Encourage those attending to be involved in the presentation of the material Be prepared with exactly what information you will cover and how you will present it. Conflict Resolution Even the best leaders have problems with employees. When conflicts arise with the employees you manage handle the situation calmly and effectively. Make no accusations and do not make disparaging comments. Even if the employee becomes defensive, remain calm and professional. Offer a suggestion to correct the problem. Conflicts with or between employees can turn into serious issues if they are not handled calmly and effectively from the beginning. Always stay professional and never let emotions run high. This course features a video and employee quiz.
This course will take your sales associates through the the basics of selling in retail. Set in a variety of retail environments the course shows examples of good and bad sales techniques and gives your employees a simple step-by-step guide to becoming great at retail sales. This course has five sections that represent each of the five stars. STAR ONE: Greet the Customer Acknowledge every customer immediately Establish eye contact Approach your customer with a verbal greeting STAR TWO: Determine His or Her Needs Use open ended questions Keep control of the sale Lead the customer Show choices STAR THREE: Present Merchandise Use the process of elimination Show merchandise that you feel your customer would like Show coordinating items or accessories Know your products STAR FOUR: Validate the Selection Verify the customer is fully satisfied Encourage your customers to try on the merchandise STAR FIVE: Close the Sale Continue showing merchandise Show a “keep it in mind” item Thank your customer for the business This course includes a video an employee quiz.
This video-based course, made specifically for retail managers and supervisors, covers recruiting, interviewing and hiring retail employees. Set in a variety of retail environments, this course will take your managers through the entire hiring process start to finish. This program is one of only a few retail specific courses on the market. The course covers: Recruiting Evaluating the application Creating an environment condusive to interviewing The legal challenges of interviewing How to discuss benefits Questions to avoid Following equal employment opportunity laws Starting the interview Open-ended questions 2-step probe Echo statements Hypothetical questions Closing the interview Reference checks Evaluating the applicant Making the job offer This course includes a video and an employee quiz.
This retail service course follows our host through his day as he travels to a clothing store, a sporting goods store, a stereo store, a flower shop and a hardware store. During his journey, he also has telephone service experiences with his doctor and with the cable company. Both good and bad examples of retail customer service are presented as our host proceeds through his day. This course has 4 parts. PART ONE Making Your Customers Feel Welcome Think of each customer as an invited guest Personally welcome each visitor to your store Use a simple and natural greeting Treat the customer like YOU would like to be treated PART TWO Giving Your Undivided Attention Make people feel important – like they matter to you! Stop what you’re doing and help the customer Nothing is more important than focusing on a customer PART THREE Going the Extra Mile “Is there anything else I can do?” Follow through on all your promises Find out what you can REALLY do to help the customer PART FOUR Showing You Appreciate Your Customer’s Business Say, “Thank you!” Encourage your customers to tell their friends about you Invite the customer back to the store
This is the second of 2 Modules of “Time Management for Retail Managers.” The student will learn about and discover: • The Symptoms of a Time Management Problem • How to Determine if You Have a Time Management Problem • The Value of Your Time • The Benefits of Time Management • The Skills of an Effective Time Manager • How to Set Priorities In Order to Work Effectively • The Difference Between Importance and Urgency • How to Use Monthly Planning Tools • How to Use a Daily To-Do List to Stay on Track This Module may be purchased individually, but it is recommended that the user purchase the “Time Management for Retail Managers” Bundle. The user receives a 30% discount when purchasing the 3 Modules together. Target Audience: Retail Managers, Retail Field Managers, Retail Managers In-Training Course Length: 30-45 minutes
This is the third of 3 Modules of “Recruiting, Hiring, and Selecting Employees for Retail Managers.” The student will learn about and discover: • How the Hiring and On-Boarding Can Impact your Business • Best Practices for Hiring and On-Boarding • Pre-Hire Activities & Completing the Hire Paperwork • Why you need a New Employee Orientation Program • Tips for Executing your Program • Content for your New Employee Orientation • Impactful Training Methods • Motivating Factors and Effective Goal Setting • Techniques for Follow-Up and Inspection This Module may be purchased individually, but it is recommended that the user purchase the “Recruiting, Hiring, and Selecting Employees” Bundle. The user receives a 30% discount when purchasing the 3 Modules together. Target Audience: Retail Managers, Retail Field Managers, Retail Managers In-Training Course Length: 30-45 minutes
This is the first of 3 Modules of “Recruiting, Hiring, and Selecting Employees for Retail Managers.” The student will learn about and discover: • How the Selection Process Impacts your Business • The Fundamental Rules of the Selection Process • The “Do’s” and “Don’ts” of Interviewing • Effective Pre-Screening Techniques • Reviewing the Job Application and Red Flags • How to Use Past Behavior as a Predictor of Future Success • The “STAR” Method of Behavioral Interviewing • Evaluating and Selecting a Candidate • How to Make the Offer This Module may be purchased individually, but it is recommended that the user purchase the “Recruiting, Hiring, and Selecting Employees” Bundle. The user receives a 30% discount when purchasing the 3 Modules together. Target Audience: Retail Managers, Retail Field Managers, Retail Managers In-Training Course Length: 30-45 minutes
Recruiting, Hiring, and Selecting Employees, Part 1: Recruiting Team Members and Understanding Hiring Profiles
This is the first of 3 Modules of “Recruiting, Hiring, and Selecting Employees for Retail Managers.” The student will learn about and discover: • Why Recruiting is Critical to Your Success • The Employee Lifecycle • The Three Fundamental Factors that Impact Recruiting Success • How Recruiting is a Numbers Game • Why Having a Disciplined Approach is Important • How to Build Your Recruiting and Hiring Profile • Sources for Great Applicants • Methods for Increasing Recruiting Efficiency This Module may be purchased individually, but it is recommended that the user purchase the “Recruiting, Hiring, and Selecting Employees” Bundle. The user receives a 30% discount when purchasing the 3 Modules together. Target Audience: Retail Managers, Retail Field Managers, Retail Managers In-Training Course Length: 30-45 minutes
Time Management for Retail Managers, Part 2 - Delegating, Eliminating Procrastination, and Efficient Practices
In the second module of "Time Management for Retail Managers" you will discover and learn about the power of delegation; how to recognize and eliminate procrastination; and how to improve your efficiency through proven techniques that can be implemented immediately. Course may be viewed idividually or save 30% by purchasing our "Time Management Bundle" Target Audience: Retail Managers, Retail Field Managers; Managers In-Training Time Requirement: 30 Minutes