Retail is not a fill-in job, it is a Career, we specialise in Retail Careers.

Training retains staff, it shows them that they are worth investing in and best of all it adds more profit to your bottom-line through better-informed well-educated retail staff.

Our training has been created in New Zealand for NZ retail staff. Training is completed with ongoing follow up and key indicators to ensure continued improvement. We link our training to NZQA unit standards which attracts substantial funding for the employer and nationally recognised qualifications for your staff.

Involving the students immediate supervisor or manager allows for personal evaluations and feedback which adds strength to our training and is welcomed. Likewise we will provide feedback on a regular basis to the employer.

ACKNOWLEDGEMENT

BACK

This is the first contact with a customer, it sets the image of the company in the customer's mind and goes a long way to them making a decision as to whether or not they will be buying from your store today. Letting a customer know that they have been seen but are welcome to settle before being approached creates a comfortable customer. The Approach follows this step.

ADD-ON SALES

BACK

The sale is not over when a major purchase has been made, the purchase is an invitation to add extra sales. The excitement of achieving a sale can over-power the thought process of gaining extra sales. We aim to change this by demonstrating the advantages of add-on sales to both the company and them. We show how the average margin increases just by adding extra sales and we show how they add value to the customer by insuring that they have everything they need to get the most from their purchase.

APPROACH

BACK

Knowing when to approach a customer is important, too soon and you appear pushy, too late and the customer may feel ignored. The next step is the Sales Presentation.

BASIC COMPUTER SKILLS

BACK

Using Windows Vista, using the desktop, setting date and time, user accounts and other basic computer functions.

CLOSING THE SALE

BACK

Following the Acknowledgement, Approach and Sales Presentation comes the Closing of the Sale. This is the area that many salespeople fail to achieve correctly.

We teach that if they have followed all of the previous steps correctly that it is their right to ask and expect the sale from the customer. We aim to remove the fear of asking for the sale.

CREATING A PERSONAL CUSTOMER DATABASE

BACK

The purpose of this is to create long term customers within your business. Repeat customers are easier sales and quite often more profitable.

This initiative requires the salesperson to maintain their own database generally with a diary. It is suggested that the salesperson contacts the customer on the anniversary of their purchase just to ensure that they are happy with their purchase. It is a great opportunity to remind the customer that their 12 month warranty is about to expire and provides the opportunity to offer an extended warranty again if they failed to purchase previously.

The salespersons employer may be able to provide the information to them but they are taught to source the information themselves and maintain their own database.

FOLLOW-UP

BACK

A retailer needs to know that their customer is happy with their purchase every time. We show your staff how following up will not only create a happy customer but will also open opportunities for future sales. We take the fear away from receiving negative feedback by showing them how this will be turned into a positive situation every time.

We talk about follow-up ...

          - Prior to delivery

          - After delivery

          - On the anniversary of their purchase

HANDLING CUSTOMER COMPLAINTS

BACK

It is in our nature to react to aggressive or complaining people generally the wrong way.

We show retailers how to handle a complaint, turn the situation into a positive and create a repeat customer.

HEALTH & SAFETY

BACK

We present the Health & Safety in Employment Act 1992 and discuss the act in detail. The aim is for sales staff to recognise any potential threats and eliminate them.

INTRODUCTION TO MICROSOFT OFFICE

BACK

Here we help people understand all of the Microsoft Office suite

We look at the similarities with functions between the programs and discuss the merits of each program.

MARGIN vs. MARK UP

BACK

Staff at floor level tend to speak about Mark Up rather than Margin, we will show them how to use Margins and relate it to the overall sale that involves add-on sales.

We also touch on costs and the effect of bad decisions on hard fought profit whether they be expenses or buying decisions.

MICROSOFT EXCEL

BACK

Basic development and understanding of Microsoft Excel with a strong relationship to retail spread sheeting. Here we also touch on profit & loss reporting.

MICROSOFT FRONTPAGE

BACK

Basic website design for Internet or Intranet using Microsoft FrontPage.

MICROSOFT OUTLOOK

BACK

We explore Microsoft Outlook which includes the scheduling, tasks and address book functions.

MICROSOFT POWERPOINT

BACK

To design presentations using Microsoft PowerPoint.

MICROSOFT PUBLISHER

BACK

Design Brochures, Banners, Price Tickets, Business Cards, Newsletters, Labels, Greeting Cards and many other types of publications using Microsoft Publisher.

MICROSOFT WORD

BACK

Design Business Letters, Memo's, Manuals, Curriculum Vitae's and other documents using Microsoft Word.

PLANNING YOUR LIFE

BACK

Here we talk about life outside of work. Helping people to establish a balance of work and home life so as to maintain a well-balanced employee.

Planning goals is discussed here and which includes work-related goals as some personal goals will require success at work.

RETAIL HOUSEKEEPING

BACK

Retail is not all about selling. The showroom must be presented in a tidy and clean manner so that customers feel comfortable in the store.

We discuss the areas that need to be maintained, the importance of each and how to best schedule these tasks so that they are maintained.

Having a duster in a sales persons hand is a non-threatening way of Acknowledging and Approaching a customer ... and it keeps the product clean!

RETAIL LEGISLATION

BACK

There are many legal requirements of a salesperson in New Zealand.

We cover the following legislation ...

          - Privacy Act 1993

          - Sale of Goods Act 1908

          - Consumer Guarantees Act 1993

          - Fair Trading Act 1986

          - Lay by Sales Act 1971

          - Credit Contracts & Consumer Finance Act 2003

          - Health & Safety in Employment Act 1992 (covered separately under Health & Safety)

SALES PRESENTATION

BACK

After the initial Acknowledgement and Approach, several steps follow in the sales presentation.

We follow step by step the process of the sales presentation like qualifying the customer, overcoming objections, using their product knowledge, offering solutions, placing add-on options in the customer's mind while always trying to close. Closing the Sale is the next step.

SUPPORTING YOUR PRODUCT BUYER

BACK

Do your staff understand the reasons for some of your buying decisions?

We discuss the purpose of reaching targets set between a retailer and a supplier. We show how supporting the stock purchased over being a product snob or having a favourite supplier will advantage their company.

THINGS TO DO LIST

BACK

Do you have staff that forget things, have a lot of down time or just don't finish tasks on time.

Used effectively worldwide, we teach the simple use of a Things To Do list and present the correct rules for a winning result.

This should be used in conjunction with a Diary.

USING A CALCULATOR

BACK

How many of your staff know how to use a calculator properly?

We cover correct usage of a calculator in retail including GST allowances, margins, selling prices and preparation of quotes.

USING A DIARY

BACK

The diary used correctly is the tool that will ...

          - create great time management

          - allow sales staff to follow up customers correctly

          - log events, appointments, holidays, special occasions and meetings

          - record names, addresses, telephone numbers, web sites and email details

We teach staff how to use a diary correctly and present all of the advantages associated with correct usage. This should be used in conjunction with a Things To Do list.

USING THE INTERNET

BACK

An introduction to the Internet looking at Search Engines, Creating Favourites, Changing Internet Settings, Internet Security and other basic Internet functions.

USING THE TELEPHONE

BACK

The telephone is one of the most under-utilised tools for selling.

We show salespeople the importance of the telephone, to answer a ringing telephone within 4 rings, to use it to make follow up calls and as a tool to increase their sales.

WHAT IS GOOD SERVICE?

BACK

We discuss expectations of a customer and find the very simple path to exceeding customer's expectations every time.

WHAT IS RETAILING?

BACK

We cover all aspects of retailing in a generic form, particularly in the area of Appliance retailing.

What is the purpose of a retailer?   Why do we require a profit?   Can retailing really be a career?   What can retail provide me?   How do I learn to be a great retailer?

This is an introduction to new entrants to the profession of retailing. We remove any thoughts of retail being a fill-in job and turn their focus to a career in retailing.