Retail Sales Associate Course

In this module, candidates learn about customer’s needs for credit facilities, credit checks, authorisation procedures, and more

• Identify the customer’s needs for credit facilities
• Clearly explain to the customer the features and conditions of credit facilities
• Provide enough time and opportunities for the customer to ask for clarification or more information
• Accurately fill in the documents needed to allow the customer to get credit 
• Successfully carry out the necessary credit checks and authorisation procedures
• Promptly refer difficulties in processing applications to the right person

In this module, candidates learn to secure stores, identify risks, measures to prevent risks, and more. 

• Take prompt and suitable action to reduce security risks as far as possible, where it is within the limits of his/her responsibility and authority to do so
• Follow company policy and legal requirements when dealing with security risks. 
• Recognise when security risks are beyond his/her authority and responsibility to sort out and report these risks promptly to the right person.
• Protecting personal safety when security risks arise.
• Follow company policies and procedures for maintaining security while working. 
• Follow company policies and procedures for making sure that security will be maintained when he/she goes on breaks and when he/she finishes work.

In this module, candidates learn to follow company procedures, legal requirements, health and safety requirements, and more.

• Follow company procedures and legal requirements for dealing with accidents and emergencies.
• Speak and behave in a calm way while dealing with accidents and emergencies.
• Report accidents and emergencies promptly, accurately and to the right person. 
• Recognize when evacuation procedures have been started and follow company procedures for evacuation.
• Follow the health and safety requirements laid down by the company and by law, and encourage colleagues to do the same.
• Promptly take the approved action to deal with risks if he/she is authorized to do so.
• Report risks promptly to the right person, if he/she does not have the authority.
• Use equipment and materials in line with the manufacturer's instructions.

In this module, candidates learn to demonstrate products, the ability to generate customer interest, pack up the demonstration equipment at the end of the demonstration, and more. 

• Prepare the demonstration area and check that it can be used safely. 
• Check whether the required equipment and products for demonstration are in place. 
• Demonstrate products clearly and accurately to customers. 
• Present the demonstration in a logical sequence of steps and stages.
• Cover all the features and benefits he/she thinks are needed to gain the customer's interest. 
• Promptly clear away the equipment and products at the end of the demonstration and connect with the customer

In this module, candidates learn to help choose customers' right products, explain about products, an  more.

• Find out which product features and benefits interest individual customers and focus on these when discussing products
• Describe and explain clearly and accurately relevant product features and benefits to customers.
• Compare and contrast products in ways that help customers choose the product that best meets their needs.
• Check customers’ responses to his/her explanations, and confirm their interest in the product. 
• Encourage customers to ask questions & respond to their questions, comments & objections in ways that promote sales & goodwill
• Identify suitable opportunities to tell the customer about associated or additional products and do so in a way that promotes sales and goodwill.

In this module, candidates learn to facilitate customers with specialized support and  more.

• Talk to customers politely and in ways that promote sales and goodwill. 
• Use the information given by the customer to find out what they are looking for.
• Help the customer understand the features and benefits of the products they have shown an interest in
• Explain clearly and accurately the features and benefits of products and relate these to the customer’s needs. 
• Promote the products that give the best match between the customer’s needs and the store’s need to make sales.
• Spot and use suitable opportunities to promote other products where these will meet the customer’s needs.
• Control the time he/she spends with the customer to match the value of the prospective purchase. 
• Constantly check the store for safety, security, and potential sales while helping individual customers.
• Find out if the customer is willing to see a demonstration. 
• Set up demonstrations safely and in a way that disturbs other people as little as possible. 
• Check whether he/she has everything needed to give an effective demonstration.

In this module, candidates learn to maximize sales of goods & services via promotional events and more.

•  Identify promotional opportunities and estimate their potential to increase sales.
• Identify promotional opportunities which offer the greatest potential to increase sales.
• Report promotional opportunities to the right person. 
• Fill in the relevant records fully and accurately.
• Tell customers about promotions clearly and in a persuasive way. 
• Identify and take the most effective actions for converting promotional sales into regular future sales.
• Gather relevant and accurate information about the effectiveness of promotions, and communicate this information clearly to the right person. 
• Record clearly and accurately the results of promotions

In this module, candidates learn to provide personalized sales and post-sales service reports, branding and more.

• Use available information in the client records to help prepare for consultations. 
• Check whether the work area is clean and tidy and that all the required equipment is in hand before starting a consultation.
• Quickly create a rapport with the client at the start of the consultation.
• Talk and behave towards the client in ways that project the company image effectively.
• Ask questions to understand the client’s buying needs, preferences, and priorities.
• Tactfully check, where appropriate, how much the client wants to spend. 
• Explain clearly to the client the features and benefits of the recommended products or services and relate these to the client’s individual needs.

In this module, candidates learn to create a positive image of products,organisation, self, and more. 

• Meet the organization’s standards of appearance and behavior
• Greet customers respectfully and in a friendly manner
• Communicate with customers in a way that makes them feel valued and respected. Identify and confirm customer expectations. 
• Treat customers courteously and helpfully at all times. Keep customers informed and reassured. Adapt appropriate behavior to respond effectively to different customer behavior. Respond promptly to a customer seeking assistance.
• Select the most appropriate way of communicating with customers.
• Check with customers to ensure a complete understanding of their expectations.
• Respond promptly and positively to customers' questions and comments.
• Allow customers time to consider his/her response and give further explanations when appropriate.
• Quickly locate information that will help customers.
• Give customers the information they need about the services or products offered by the organization.
• Recognise information that customers might find complicated and check whether they fully understand.
• Explain clearly to customers any reasons why their needs or expectations cannot be met.

In this module, candidates learn to resolve and satisfy customequeriesuery and more.

• Identify the options for resolving a customer service problem.
• Work with others to identify and confirm the options to resolve a customer service problem. 
• Work out the advantages and disadvantages of each option for customers and the organization. 
• Pick the best option for customers and the organization. 
• Identify for customers, other ways that problems may be resolved if you are unable to help.
• Identify the options for resolving a customer service problem.
• Work with others to identify and confirm the options to resolve a customer service problem. 
• Work out the advantages and disadvantages of each option for your customer and your organization. 
• Pick the best option for your customer and your organization.
• Identify for your customer other ways that problems may be resolved if you are unable to help.
• Discuss and agree on the options for solving the problem with customers.
• Take action to implement the option agreed with the customer.
• Work with others and the customer to make sure that any promises related to solving the problem are kept.
• Keep customers fully informed about what is happening to resolve problems.
• Check with customers to make sure the problem has been resolved to their satisfaction.
• Give clear reasons to customers when the problem has not been resolved to their satisfaction

In this module, candidates learn to organize the delivery of reliable service, handle different types of customers, store information, and more.

• Plan, prepare and organize everything that is needed to deliver a variety of services or products to different types of customers. 
• Organize what he/she does to ensure consistency in giving prompt attention to customers. 
• Reorganize his/her work to respond to unexpected additional workloads.
• Maintain service delivery during very busy periods and unusually quiet periods and when systems, people or resources have let you down.
• Consistently meet customers’ expectations. 
• Balance the time he/she takes with customers with the demands of other customers seeking attention.
• Respond appropriately to customers when they make comments about the products or services being offered. 
• Alert others to repeated comments made by customers.
• Take action to improve the reliability of his/her service based on customer comments.
• Monitor whether the action taken has improved the service given to customers. 
• Record and store customer service information accurately following organizational guidelines. 
• Select and retrieve customer service information that is relevant, sufficient and in an appropriate format. 
• Supply accurate customer service information to others using the most appropriate method of communication

In this module, candidates learn to improve relationships with customers, body language, communication skills, and more. 

• Select and use the best method of communication to meet customers’ expectations. Take the initiative to contact customers to update them when things are not going as per plan or when further information is required. 
• Select and use the best method of communication to meet customers’ expectations.
• Take the initiative to contact customers to update them when things are not going as per plan or when further information is required. 
• Adapt appropriate communication to respond to individual customers’ feelings. meet customers’ expectations within the organization’s service offer
• Adapt appropriate communication to respond to individual customers’ feelings. meet customers’ expectations within the organization’s service offer
• Explain the reasons to customers sensitively and positively when their expectations cannot be met.
• Identify alternative solutions for customers either within or outside the organization.
• Identify the costs and benefits of these solutions to the organization and to customers. 
• Negotiate and agree solutions with customers which satisfy them and are acceptable to the organization. 
• Take action to satisfy customers with the agreed solution.
• Make extra efforts to improve his/her relationship with customers. 
• Recognise opportunities to exceed customers’ expectations. 
• Take action to exceed customers’ expectations within the limits of his/her authority. Gain the help and support of others to exceed customers’ expectations

• Business Communication
• Preparation for the Interview
• Presentation Skills

• Resume Writing