LEARNERS GUIDE

Retail Industry Fundamentals

i i R E TA I L I N D U ST RY F U N DA M E N TA LS T R A I N I N G

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TABLE OF CONTENTS

Module 1 Retail Industry Fundamentals Training OverviewIntroduction ..............................................................................................................................................................................................1-4Unit 1: The Retail Industry Fundamentals Credential ....................................................................................................................1-5Unit 2: Introduction to the Retail Industry .........................................................................................................................................1-9Unit 3: Retail 101 ................................................................................................................................................................................1-13Unit 4: Common Retail Jobs .............................................................................................................................................................1-16Module Wrap-up ..................................................................................................................................................................................1-24Appendix ................................................................................................................................................................................................1-25 Glossary .........................................................................................................................................................................................1-25 References ....................................................................................................................................................................................1-26

Module 2 Retail Soft SkillsIntroduction ................................................................................................................................................................................................2-4Unit 1: Taking Responsibility ..................................................................................................................................................................2-5Unit 2: Representing the Company Brand .........................................................................................................................................2-8Unit 3: Demonstrating a Positive Attitude ........................................................................................................................................2-10Unit 4: Leading by Example ................................................................................................................................................................2-12Module Wrap-up ....................................................................................................................................................................................2-16Appendix .................................................................................................................................................................................................. 2-17 Glossary ........................................................................................................................................................................................... 2-17 References ......................................................................................................................................................................................2-18

Module 3 Tips and Tricks to Succeed at WorkIntroduction ..............................................................................................................................................................................................3-4Unit 1: Time Management.....................................................................................................................................................................3-5Unit 2: Being Proactive .........................................................................................................................................................................3-8Unit 3: Setting Goals ..........................................................................................................................................................................3-11Unit 4: Applying Feedback ................................................................................................................................................................3-14Module Wrap-up ..................................................................................................................................................................................3-19Appendix ................................................................................................................................................................................................3-20 Glossary .........................................................................................................................................................................................3-20 References ....................................................................................................................................................................................3-21

Module 4 Company and Product KnowledgeIntroduction ..............................................................................................................................................................................................4-4Unit 1: Products Goods vs. Services .............................................................................................................................................4-5Unit 2: Knowing your Products ...........................................................................................................................................................4-7Unit 3: Company Offerings ...............................................................................................................................................................4-10Unit 4: Policies and Processes ........................................................................................................................................................4-14Module Wrap-up ..................................................................................................................................................................................4-20Appendix ................................................................................................................................................................................................4-21 Glossary .........................................................................................................................................................................................4-21 References ....................................................................................................................................................................................4-22

Module 5 CommunicationIntroduction ..............................................................................................................................................................................................5-4Unit 1: Communication Defined ..........................................................................................................................................................5-5Unit 2: Active Listening and Clear Communication ....................................................................................................................5-11Unit 3: Persuasive Speaking and Positive Language .................................................................................................................5-15Unit 4: Appropriate Communication ...............................................................................................................................................5-19Module Wrap-up ..................................................................................................................................................................................5-25Appendix ................................................................................................................................................................................................5-25 Glossary .........................................................................................................................................................................................5-26 References .................................................................................................................................................................................... 5-27

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Module 6 TeamworkIntroduction ..............................................................................................................................................................................................6-4Unit 1: Define Team ................................................................................................................................................................................6-5Unit 2: Be a Good Team Member .......................................................................................................................................................6-8Unit 3: Lead with Initiative and Accountability .................................................................................................................................6-9Unit 4: Lead with Action .....................................................................................................................................................................6-12Module Wrap-up ..................................................................................................................................................................................6-16 Appendix ........................................................................................................................................................................................ 6-17

Module 7 Problem SolvingIntroduction ..............................................................................................................................................................................................7-4Unit 1: Steps to Problem Solving .......................................................................................................................................................7-5Unit 2: Solving Problems at Work ......................................................................................................................................................7-7Unit 3: Handling Problems ...................................................................................................................................................................7-9Unit 4: Fixing Mistakes ....................................................................................................................................................................... 7-10Module Wrap-up .................................................................................................................................................................................. 7-13Appendix ................................................................................................................................................................................................ 7-14 Glossary ......................................................................................................................................................................................... 7-14 References .................................................................................................................................................................................... 7-15

Module 8 Retail Tools and TechnologiesIntroduction ..............................................................................................................................................................................................8-4Unit 1: Defining Technology .................................................................................................................................................................8-5Unit 2: Retail Technologies for Customers ....................................................................................................................................8-10Unit 3: Retail Technologies for Employees ....................................................................................................................................8-14Unit 4: Computer Basics ...................................................................................................................................................................8-16Module Wrap-up ..................................................................................................................................................................................8-21Appendix ................................................................................................................................................................................................8-22 Glossary .........................................................................................................................................................................................8-22 References ....................................................................................................................................................................................8-23

Module 9 Customer ServiceIntroduction ..............................................................................................................................................................................................9-4Unit 1: Customer Service Defined......................................................................................................................................................9-5Unit 2: Managing Customer Relationships ....................................................................................................................................9-10Unit 3: Service Recovery ...................................................................................................................................................................9-12Unit 4: Being a Part of a Companys Brand ..................................................................................................................................9-14Module Wrap-up ..................................................................................................................................................................................9-19Appendix ................................................................................................................................................................................................9-20 Glossary .........................................................................................................................................................................................9-20 References ....................................................................................................................................................................................9-21

Module 10 Product SalesIntroduction ...........................................................................................................................................................................................10-4Unit 1: Sales 101 ................................................................................................................................................................................10-5Unit 2: Merchandising...................................................................................................................................................................... 10-10Unit 3: Omnichannel Retail ............................................................................................................................................................ 10-15Unit 4: Being a Sales Expert .......................................................................................................................................................... 10-18Module Wrap-up ............................................................................................................................................................................... 10-23Appendix ............................................................................................................................................................................................. 10-24 Glossary ......................................................................................................................................................................................... 10-24 References .................................................................................................................................................................................... 10-25

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Module 11 Inventory TrackingIntroduction ...........................................................................................................................................................................................11-4Unit 1: Inventory Defined ...................................................................................................................................................................11-5Unit 2: Inventory Tracking ..................................................................................................................................................................11-9Unit 3: Inventory Tracking Processes ........................................................................................................................................... 11-12Unit 4: Inventory Tracking Systems .............................................................................................................................................. 11-14Module Wrap-up ............................................................................................................................................................................... 11-19Appendix ............................................................................................................................................................................................. 11-20 Glossary ...................................................................................................................................................................................... 11-20 References ................................................................................................................................................................................. 11-21

Module 12 Workplace SafetyIntroduction ...........................................................................................................................................................................................12-4Unit 1: Workplace Safety Defined ...................................................................................................................................................12-5Unit 2: Workplace Safety Basics .................................................................................................................................................. 12-11Unit 3: Preventing Workplace Injury ............................................................................................................................................. 12-14Unit 4: Personal Workplace Safety .............................................................................................................................................. 12-16Module Wrap-up ............................................................................................................................................................................... 12-22Appendix ............................................................................................................................................................................................. 12-23 Glossary ...................................................................................................................................................................................... 12-23 References ................................................................................................................................................................................. 12-24

Module 13 Payment ProceduresIntroduction .............................................................................................................................................................................................13-4Unit 1: Point of Sales (POS) System ...............................................................................................................................................13-5Unit 2: Payment Procedures Defined ............................................................................................................................................... 13-7Unit 3: Cash Register Responsibilities .............................................................................................................................................13-9Unit 4: Handling Purchases ............................................................................................................................................................. 13-12Module Wrap-up ................................................................................................................................................................................. 13-16Appendix ................................................................................................................................................................................................13-17 Glossary .........................................................................................................................................................................................13-17 References ................................................................................................................................................................................... 13-18

Module 14 Getting Ready for Your Retail JourneyIntroduction ...........................................................................................................................................................................................14-4Unit 1: Searching and Applying .......................................................................................................................................................14-5Unit 2: Resume Building ....................................................................................................................................................................14-9Unit 3: Setting Up a LinkedIn Profile ............................................................................................................................................ 14-12Unit 4: Preparing for an Interview ................................................................................................................................................. 14-14Module Wrap-up ............................................................................................................................................................................... 14-20Appendix ............................................................................................................................................................................................. 14-21 Activities ...................................................................................................................................................................................... 14-21 Glossary ...................................................................................................................................................................................... 14-22 References ................................................................................................................................................................................. 14-23

Module 15 Starting Your New JobIntroduction ...........................................................................................................................................................................................15-4Unit 1: Hiring Process ........................................................................................................................................................................15-5Unit 2: Preparing for Your New Job .................................................................................................................................................15-8Unit 3: Employment and Tax Forms .............................................................................................................................................. 15-11Unit 4: Recall the Skills that Contribute to Success in the Retail Position ........................................................................ 15-13Module Wrap-up ............................................................................................................................................................................... 15-19Appendix ............................................................................................................................................................................................. 15-20 Forms ........................................................................................................................................................................................... 15-20 Glossary ...................................................................................................................................................................................... 15-22 References ................................................................................................................................................................................. 15-23