Course Outcomes

This etiquette seminar targeted to retail sales professionals will:

  • Outline the behaviors to drive customers through your doors or send them running in the other direction.
  • Identify the cost to the bottom line created by negative actions taken by employees.
  • Help employees understand how they should dress to communicate an image that says “I’m here and ready to serve.”
  • Review service language and its impact on the service experience.
  • Set a standard for proper verbal and written communication with customers.

Course Overview

These days more than ever, businesses are competing for customer dollars. Rude and insensitive employees do not add to the bottom line. This etiquette training 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 reflect courtesy and professionalism.
  • 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).

Workshop Outline

First Impressions: Which One Do You Make?

This program begins with a discussion of first impressions. Participants will identify behaviors that lead customers to form either a positive or negative opinion of a business and the people who work there.

Show Me the Money: How Much Does This Cost?

Bad service is expensive, but just how expensive is it?   During this part of the workshop, the facilitator will lead participants through several exercises to reveal the literal cost of poor behavior.  

Opening Moves: What to Do First

Armed with an understanding of what drives opinion and the cost of bad service, the participants will tackle the next part of the course: how to mentally and physically prepare for a day of work.  We’ll discuss both mental and physical preparation for showing up ready to take on the day.

What to (or not to) Wear: How Do You Look?

Regardless of whether a company provides a uniform or simply suggests a dress code to its employees, no retail service course would be complete without a discussion about appearance.  Do tattoos and body piercings fit the company’s image?  Are talon-like fingernails acceptable on the job?  In some cases, the answer to those questions could be “yes,” and in others, the phrase “absolutely not” may come to mind. Regardless of what is or is not acceptable in a particular business, choices must be made and communicated. During this part of the course, we will work with your organization’s dressing and grooming standards.  During this seminar segment, we will explore the importance of embracing a company’s “look” and share examples of how one can be technically compliant while at the same time working against a policy’s intentions.

Communication Skills: What Message Are You Sending?

Communicating with customers is arguably the biggest part of retail service.  This course component looks at opening conversations, body language, offering to help, knowing how to respond to customers who are “just looking.”   This module includes multiple exercises and several roleplays.  Both writing thank-you notes and email communication can be included upon request.

Difficult Customers: Dealing Diplomatically with Challenges

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

At this training program’s conclusion, participants will be better prepared to serve their customers in a manner that is consistent with their organization’s brand.