Retail Etiquette Training

Service Savvy:
Exceptional Etiquette for Retail Employees

Program Overview

These days more than ever businesses are competing for customer dollars, and rude and insensitive employee do not add to the bottom line. This program is designed for organizations wishing to give their retail employees an added edge.

Program Objectives

At this program's conclusion, participants should be able to:

• Explain what behaviors lead to a positive or negative first impression.
  
• Outline the expense of losing customers.
  
• Demonstrate proper workplace attire.
  
• Choose words that say "polite and professional."
  
• Explain professional phone etiquette.
  
• Describe how to say "no" politely.
  
• Write professional emails.

The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).

Course Outline

First Impressions: Which One Do You Make?

This program begins with a discussion about first impressions. Participants will identify behaviors that lead to positive and negative impressions.

Show Me the Money: How Much Does This Cost?

In this discussion the facilitator will lead participants through a conversation about the cost of poor etiquette.

What to Wear: How Do You Look?

In this segment participants will evaluate different wardrobe choices and determine whether those options enhance or detract from a customer's view of an organization.

Opening Moves: What Should I Do First?

Being professional means being prepared. In this part of the program participants will review steps they can take to adequately prepare for the day.

Communication Skills: What Messages Are You Sending?

Attitude, body language, and word choice affect what others think about us. In this component, participants will review communication etiquette and how to use various technologies to enhance their professionalism.

Difficult Customers: How Do You Deal with the Challenging?

Sometimes customers can stretch the patience of those who serve them. During this section the group will identify challenging situations and how to best respond to difficult situations.

At the program's conclusion, participants will be better prepared to professionally serve their customers.