Institute For Retailing - Training and Courses:

SRA Institute for Retailing was set up in early 1985. Since then, the Institute has helped to train over 40,000 staff from the retail industry in Singapore.

At present, the Institute conducts retail-related training courses subsidized by the Skills Development Fund (SDF).

Retailers can also tap on to the training resources of the Institute for their in-house training, which could be specifically tailored to suit the training needs and corporate environment of the individual retail enterprise.

Training courses are conducted by external lecturers / trainers who are mostly senior retail executives and practitioners. The Institute also organises short retail courses of contemporary issues and retail seminars / workshops for member and non-member retailers.  Contact: Jacqueline / Grace at Tel: 62952622 / email: info@sra.org.sg

COURSES ORGANISED BY THE SRA INSTITUTE FOR RETAILING :

Public Course Schedule for June to Sept 2010 (click to view! PDF)

DETAILED COURSE OUTLINES:

• Retail Supervisory Management Programme (75 hours)

  The course is aimed at training supervisory personnel to acquire the fundamental skills and knowledge of effective supervision in retail organizations. Topics covered include:

• Role of the supervisor in retailing
• Communication and interpersonal skills
• Effective leadership
• Managing time
• Understanding human behaviour and employee motivation
• Counselling skills for handling discipline and grievances
• Problem-solving and decision making for supervisors
• Training and induction for new trainees
• Performance appraisal
• Customer relations in retailing

• Customer Handling Skills Programme (27 hours)

  The course aims to equip participants with effective basic retail selling skills so that they can discharge their duties and responsibilities more efficiently and effectively. Topics covered include:

• Projecting the right image of a sales personnel
• Roles and responsibilities
• How to keep and win customers
• Providing good customer service
• The effective selling process
• Dealing with difficult customers and situations
• Handling complaints
• Closing the sale suggestive selling

• Effective Retail Selling Skills Programme (15 hours)

  The course will equip retail sales and service personnel with effective retail selling skills so that they can become more confident and professional in service their customers. Topics covered include:

• Roles and responsibilities of a salesperson
• Creating a favourable first impression
• Discovering customers’ needs and wants
• Creating a desire to buy
• Handling customers’ objections
• Dealing with difficult customers and complaints
• Winning and keeping customers
• Closing the sale and suggestive selling

• Art of Service Workshop (7 hours)

  The workshop aims to enhance the skill levels of front-line retail workers in the provision of excellent service to anyone whom they come into contact with at work. It also aims to instill the Art of Service mindset with emphasis on creating positive experiences for the customer. Topics covered include:

• Building an Art of Service mindset
• Creating Positive First Impressions
• The Communication Process
• The Six Stages of Sales
• Handling Customer Complaints professionally

• Fundamentals of Successful Visual Merchandising Workshop (12 hours)

  The course will enable participants to understand the principle elements and importance of visual merchandising in order to appeal to the needs of customers. Topics covered include:

• The strategic significance of visual merchandising
• The retail environment which includes customers, retail mix, display techniques and effective use of colours and lighting
• Practical assessment of visual merchandising
• Putting visual merchandising into practical use

• Service English for Retail Professionals Programme (30 hours)

  This programme is designed to equip retail workers with the ability to listen and speak English confidently with customers of different cultures, as well as to use appropriate phrases and vocabulary in retail situations. At the end of the course, they will be able to use Service English to interact with customers effectively and professionally.
  Topics covered include:

• Pre-Course Assessment
• Approach & Welcome the Customer
• Identify Customer’s Needs
• Features & Benefits of the Product/Service
• Handle Customer’s Objections
• Suggestive and Referral Selling
• Closing the Sale
• Handle Payment
• Handle Complaints, Refunds & Exchanges
• Post-Course Assessment

• Basic Retail Security and Loss Prevention Workshop (7 hours)

  This course is aimed at equipping participants with the knowledge and skills to prevent and minimise retail loss & theft effectively. Participants will understand that retail loss or shrinkage can be a major contributor to the erosion of the profitability of their business. The course will highlight the extent of the problem and how to overcome it.  The course covers laws governing theft and techniques in detention & handling thieves and shoplifters, including strategies to reduce the opportunity for stock loss, theft and shoplifting.

  Topics covered include:

• Introduction to Retail Loss Prevention
• Shrinkage
• Retail Theft – External & Internal
• Identifying Shop Thieves
• Laws on Shop Theft
• Investigation Techniques in Detention & Handling of Shop Thieves

• Communication & Relationship Management Programme (Operations) (16 hours)

  This programme aims to impart to staff in retail outlets, the competencies needed to communicate clearly, work collaboratively as a service team and demonstrate negotiation skills to address a conflict.
  Topics covered include:

• Understanding organizational, departmental and team goals
• Participating in Outlet Communication
• Working in a Service Team Effectively
• Workplace Negotiation Skills

• Communication & Relationship Management Programme (Supervisory) (16 hours)

  This programme aims to impart to retailers such as store managers, sales floor supervisors etc the competencies needed to facilitate communication and to support service teams to achieve team success
  Topics covered include:

• Facilitating Effective Communication in a retail outlet
• Supporting a Service Team
• Resolving Conflict 
• Workplace Negotiation Skills

For more information on SRA courses, please contact Grace Chan / Jacqueline Rozario at Tel: 6295 2622.

Public Course Schedule for June to Sept 2010 (click to view! PDF)

In-House Training & Consultancy

· One of the aims of the Institute is to provide in-house consultancy and training services to retailers to help them improve their business efficiency and productivity.

· The Institute has consolidated a pool of associate consultants and trainers who are always ready to impart their skills, knowledge and experience to companies who are interested to hold in-house consultancy and training.

· The consultants and trainers are selected among qualified professionals and experts in the areas of retailing; human resource development; management and business development.

· For customised in-house training and / or consultancy services please contact :  Jacqueline Rozario Tel: 6295 2622  Fax: 6295 2722    E-mail: info@sra.org.sg

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