PRODUCT KNOWLEDGE & RETAIL SERVICES (40 HRS)

Overview
Curriculum
Instructor
Reviews

Curriculum

20 Sections
58 Lessons
10 Weeks

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Introduction:
1
- 1.0
  Course Overview: Basic Conversational English (48-Hour Program)
Key Features:
3
- 2.0
  Understanding Products:
- 2.1
  Product Knowledge Essentials:
- 2.2
  The Role of Customer Service:
Course Format: Blended Learning
3
- 3.0
  12 Hours of E-Learning:
- 3.1
  4 Hours of Physical Classes:
- 3.2
  Self-Paced Learning:
Who Should Attend:
This program is ideal for New Entrants to the Retail Industry, Retail Sales Associates, Customer Service Representatives, Store Team Leader/ Supervisors, Merchandising Teams, Marketing and Promotions Teams
0
Course Outcome:
Upon completion, this course equips retail professionals with comprehensive product knowledge, effective customer service skills, and advanced sales techniques. Participants will learn efficient inventory management, merchandising strategies, and the use of retail technologies. Understanding current retail trends and enhancing leadership abilities will enable them to excel in the dynamic retail industry.
0
Outline
7
- 6.0
  1. Introduction
- 6.1
  2. Chapter 1: Understanding Products
- 6.2
  3. Chapter 2: Product Knowledge Essentials
- 6.3
  4. Chapter 3: Customer Service in Retail
- 6.4
  5. Chapter 4: Selling Techniques
- 6.5
  6. Chapter 5: Merchandising and Display
- 6.6
  7. Chapter 6: Retail Inventory Management Systems
Importance of Product Knowledge
Product knowledge is a critical aspect of retail success. It empowers sales associates to provide accurate and detailed information about products, which can significantly enhance the shopping experience for customers. With in-depth product knowledge, employees can:
4
- 7.0
  1. Build Customer Trust:
- 7.1
  2. Improve Sales Performance:
- 7.2
  3. Enhance Customer Satisfaction:
- 7.3
  4. Reduce Returns and Complaints:
Overview of Retail Services
Retail services encompass a wide range of activities that contribute to the overall shopping experience and operational efficiency of a retail business. Key components of retail services include:
7
- 8.0
  1. Customer Service:
- 8.1
  2. Sales and Selling Techniques:
- 8.2
  3. Merchandising:
- 8.3
  4. Inventory Management:
- 8.4
  5. Store Operations:
- 8.5
  6. Marketing and Promotions:
- 8.6
  7. Retail Technology:
Objectives of This Program
The primary objectives of this program are to equip participants with the knowledge and skills necessary to excel in the retail industry. Upon completion, participants will:
1
- 9.0
  This program aims to create well-rounded retail professionals who are capable of delivering exceptional service, boosting sales, and contributing to the overall success of their retail business.
Understanding Products
4
- 10.0
  Definition and Types of Products
- 10.1
  Types of Products:
- 10.2
  Product Features and Benefits
- 10.3
  Product Life Cycle
Product Life Cycle in Terms of Shelf Life
In addition to the traditional product life cycle (introduction, growth, maturity, and decline), shelf life is an important factor that impacts the management and sales of many products, particularly those in the food, beverage, pharmaceutical, and beauty industries. Shelf life refers to the period of time during which a product remains usable, effective, or safe for consumption or use.
2
- 11.0
  Here’s an explanation of product life cycle in terms of shelf life:
- 11.1
  Key Factors Affecting Shelf Life Management:
Product Knowledge Essentials
2
- 12.0
  How to Gain Product Knowledge
- 12.1
  Key Information to Know About Products
Using Product Knowledge to Improve Sales
2
- 13.0
  Having strong product knowledge can directly enhance sales and customer satisfaction. Here are ways to leverage this knowledge:
- 13.1
  Activity: Product Knowledge Quiz
Customer Service in Retail
2
- 14.0
  The Role of Customer Service
- 14.1
  Principles of Good Customer Service
Handling Customer Complaints
3
- 15.0
  Handling complaints is a crucial part of customer service, as it directly impacts the customer’s experience and brand perception. Here’s how to handle customer complaints effectively:
- 15.1
  Customer Relationship Management (CRM) Tools
- 15.2
  Summary:
Selling Techniques
2
- 16.0
  Approaching Customers
- 16.1
  Understanding Customer Needs
Demonstrating Products
3
- 17.0
  Demonstrating products
- 17.1
  Closing the Sale
- 17.2
  Summary:
Merchandising and Display
4
- 18.0
  Importance of Merchandising
- 18.1
  Effective Display Techniques
- 18.2
  Seasonal and Promotional Displays
- 18.3
  Summary:
Retail Inventory Management Systems
4
- 19.0
  Basics of Inventory Management
- 19.1
  Point of Sale (POS) Systems
- 19.2
  Inventory Management Software
- 19.3
  Summary:
Activity: Retail Role Play - Customer Interaction
Objective: To practice handling customer inquiries and demonstrating product knowledge in a retail setting.
4
- 20.0
  Instructions:
- 20.1
  Debrief:
- 20.2
  Closure:
- 20.3
  Assessment: Attached Annex

Liza Elitza

Motivational Speaker & Certified Trainer for transformation, leadership, entrepreneurship skills. Former model & winner, title holder of Ms SingaporeBeauty Queen 2019-20 Owner of multiple businesses including a Top 500SME award winning & SSG approved training school Founder of Elitza Models campaigning for#BodyPositive #PositiveModelling Multiple award winner (locally & internationally) inrecognition for leadership, entrepreneurship andempowerment. Listed as one of Singapore’s Successful People Since 2022 by Britishpedia and its Publication Academy Head :Business & Leadership Director of Finance & Resources

PRODUCT KNOWLEDGE & RETAIL SERVICES (40 HRS)

Curriculum

Liza Elitza

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PRODUCT KNOWLEDGE & RETAIL SERVICES (40 HRS)

Curriculum

Liza Elitza

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