Unit 1: The Retail Environment
Lessons 1.1 Aspects of Retail Environment
Lesson Objective
1.1.1 Definition of Retailing (covering distribution process and sorting here)
1.1.2 Impact on the Economy
1.1.3 Marketing Concept
1.1.4 Special Characteristics
1.1.5 Key Retail Drivers
1.1.6 Elements of Retail Environment
1.1.7 Indian Retailing Scenario
1.1.8 Lesson Summary
1.1.9 Assessment
Unit 2: Job Description of a Salesperson
Lesson 2.1 Retail Salesperson
Lesson Objective
2.1.1. Principal Accountability
2.1.2. Functions of a Salesperson
2.1.3. Lesson Summary
2.1.4. Assessment
Unit 3: Different Retailing Formats
Lesson 3.1 Retail Formats
Lesson Objective
3.1.1 Classification
3.1.2 Ownership
3.1.3 Store-based Retail Strategy Mix
3.1.4 Non-store Based/Non-traditional
3.1.5 Lesson Summary
3.1.6 Assessment
Unit 4: Retail Selling Process
Lessons 4.1 Start of Sale
Lesson Objective
4.1.1. Introduction
4.1.2. Before the Sale
4.1.3. Lesson Summary
4.1.4. Assessment
Lesson 4.2 During the Sale
Lesson Objective
4.2.1. Opening the Sale
4.2.2. Progressing the Sale
4.2.3. Closing the Sale
4.2.4. Lesson Summary
4.2.5. Assessment
Lesson 4.3 After the Sale
Lesson Objective
4.3.1. Add-on Sales
4.3.2. Affirmation and Thanking
4.3.3. Lesson Summary
4.3.4. Assessment
Unit 5: Customer Services
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Lesson Objective
5.1.1. Define Service
5.1.2. Characteristics of Services
5.1.3. Service Quality Dimensions
5.1.4. Types of Services
5.1.5. Delivering Excellent Services
5.1.6. Lesson Summary
5.1.7. Assessment
Lesson 5.2 Importance of Customers
Lesson Objective
5.2.1. Customer Centric Environment
5.2.2. Customer Needs
5.2.3. Customer Grievances
5.2.4. Focusing on Grievances
5.2.5. Lesson Summary
5.2.6. Assessment
Unit 6: Introduction to Retail Operations
Lesson 6.1 Retail Operations
Lesson Objective
6.1.1 Modes of Accepting Payment
6.1.2 Store Space Allocation
6.1.3 Personnel Utilization
6.1.3 Store Maintenance/Energy Management
6.1.4 Inventory Management
6.1.5 Store Security
6.1.6 Computerization in Retail Operations
6.1.7 Crisis Management in a Store
6.1.8 Other Important Store Processes
6.1.9 Lesson Summary
6.1.10 Assessment
Unit 7: Customer Buying Behavior
Lesson 7.1 Understanding Customers
Lesson Objective
7.1.1. Factors Influencing Customers
7.1.2. Consumer Decision Making Process
7.1.3. Types of Decision Making
7.1.4. Impulse Purchases
7.1.5. Customer Loyalty
7.1.6. The New Age Customer
7.1.7. Lesson Summary
7.1.8. Assessment
Unit 8: Merchandising Basics
Lesson 8.1 Working of a Merchandising Department
Lesson Objective
8.1.1 Introduction
8.1.2 Responsibilities of Merchandising Department
8.1.3 Merchandising Activities
8.1.4 Other Important Merchandise Functions
8.1.5 Merchandising Performance
8.1.6 Lesson Summary
8.1.7 Assessment
Unit 9: Retail Loss Prevention and Inventory Shrinkage
Lesson 9.1: Loss Prevention and Inventory Shrinkage
Lesson Objective
9.1.1 Inventory Shrinkage
9.1.2 Shoplifting
9.1.3 Employee Theft
9.1.4 Vendor Fraud and Administrative Error
9.1.5 Other Sources of Retailer Loss
9.1.6 Lesson Summary
9.1.7 Assessment
Unit 10: Communication Skills
Lesson 1 Basics of Communication
Lesson Objective
10.1.1. Introduction to Communication
10.1.2. Importance of Communication
10.1.3. Process of Communication
10.1.4. Basic Model of Communication
10.1.5. Lesson Summary
10.1.6. Assessment
Lesson 2 Non-Verbal Communication
Lesson Objective
10.2.1. Importance of Non-Verbal Communication
10.2.2. Non-Verbal Cues
10.2.3. Lesson Summary
10.2.4. Assessment
Lesson 3
10.3 Barriers to Communication
Lesson Objective
10.3.1. Introduction to Barriers
10.3.2. Different Types of Barriers
10.3.3. Lesson Summary
10.3.4. Assessment
Lesson 4
10.4 Effective Communication
Lesson Objective
10.4.1. Introduction to Effective Communication
10.4.2. Active Listening
10.4.3. Displaying Empathy
10.4.4. Feedback
10.4.5. Practical Tips for Effective Communication
10.4.6. Lesson Summary
10.4.7. Assessment
Unit 11: Personality Development
Lesson 1 Personality, Grooming and Image
Lesson Objective
11.1.1 Importance of a Right Image and Grooming
11.1.2 Developing a Positive Image
11.1.3 Lesson Summary
11.1.4 Assessment
Lesson 2 Anger Management
Lesson Objective
11.2.1 Anger – Definition
11.2.2 Steps in Anger Management
11.2.3 Approaches to Expressing Anger
11.2.4 Strategies to Keep Anger at Bay
11.2.5 Conclusion
11.2.6 Lesson Summary
11.2.7 Assessment
Lesson 3 Assertiveness Lesson Objective
11.3.1 Definition
11.3.2 A Bill of Assertive Rights
11.3.3 Types of Behavior
11.3.4 Skills of Assertion
11.3.5 Lesson Summary
11.3.6 Assessment
Lesson 4 Personal Goal Setting
Lesson Objective
11.4.1 Importance of Personal Goal Setting
11.4.2 The Process of Goal Setting
11.4.3 Lesson Summary
11.4.4 Assessment
Unit 12: Retail Marketing and Creating a Retail Image
Lesson 12.1 Retail Image
Lesson Objective
12.1.1. Importance of Retail Image
12.1.2. Components of Retail Image
12.1.3. Lesson Summary
12.1.4. Assessment
Total study time: 35 hours |
