Fundamentals of Management and Customer Service for Retail Stores

TEACHING UNIT 1. COMMERCE.

1. Introduction.
2. Distribution.
3. Intermediaries.

TEACHING UNIT 2. BUSINESS ORIENTATION AND LOCATION.

1. Customer focus.
2. Business Definition and Market Segmentation.
3. The combination of marketing.
4. A picture of the store.
5. The location of the establishment.

TEACHING UNIT 3. MERCHANDISING

1. Merchandising.
2. Merchandising for manufacturers and retailers.
3. The establishment of the facility.
4. Shelf Space Analysis.
5. The layout of the establishment.
6. The outside of the store.

TEACHING UNIT 4. ADVERTISING AND PROMOTION AT THE POINT OF SALE.

1. Advertising. Concept
2. Decisions to Make.
3. Objectives.
4. Budgets.
5. The media used in advertising.
6. The advertising message.
7. Point-of-sale promotion.
8. Sales Promotion Techniques.

TEACHING UNIT 5. CUSTOMER SERVICE.

1. Introduction.
2. Customer service is a personal endeavor.
3. Empathy and identification.
4. Replace routines with meaningful attitudes.
5. Product knowledge.
6. The customer.
7. Customer follow-up.
8. Know Your Customer.
9. Personalized customer service.
10. Customer objections, issues, and complaints.
11. The phone.

TEACHING UNIT 6. CUSTOMER SERVICE.

1. The Concept and Importance of Customer Service.
2. Factors that influence the services we offer.
3. Types of Customer Services.

TEACHING UNIT 7. PURCHASING MANAGEMENT

1. Shopping.
2. The product lineup.
3. Supplier Selection.
4. Inventory management.
5. Warehouse management.

TEACHING UNIT 8. CASH MANAGEMENT.

1. Cash registers.
2. Barcodes.
3. Point-of-sale (POS) terminals.