Retail/Customer Service Certificate Class



Retail/Customer Service Certificate Class

Fall, 2010

Hubbs Center for Life Long Learning, St. Paul, MN

Instructor: Laura Rutmanis

Contact Info: laura.rutmanis@

Primary Text: Retailing Smarts Series – Workbooks 1-4

Supplemental Texts: Retailing Smarts Series Workbooks 5-8, Workbook 10: Promoting Safety, and Contemporary’s Essential Skills for the Workplace Level One.

Additional Resources: National Retail Federation (NRF) Foundation: Sales and Service Learning Program Manual; Minnesota Literacy Council “You’re Hired!” Job Interview Practice DVD; Equipped for the Future (EFF) Standards & Wheel

Course Description:

This is a retail/customer service certification class. We will spend time on new vocabulary as well as chapter concepts, and take weekly vocabulary and chapter tests on the computer. The class will consist of: hands on activities, field trips, guest speakers, and test preparation.

Successful Class Completion Requirements:

• class participation

• attendance is mandatory (contact Laura before class if you cannot make it)

• participation in Quia quizzes, minimum of 80% average

• final exam, minimum of 80%

• study vocabulary on Quia website outside of class

• completion of assigned store visits

Class Rules:

• Do not be late to class.

• Turn cell phones off or on vibrate.

• Respect all people and ideas in the class.

• Bring portfolio to every class.

• Participate in all activities.

Students excelling in all activities and tests will be encouraged to take the National Retail Foundation Customer Service Test at a different location at their own expense. The cost of this test is $80.00. This certificate is a stepping stone to a potential career in retail sales/management.

Fall 2010 Schedule

|Week |Topic |

|1 |Understand sales service standards, observe good sales techniques |

|2 |Greet customers, dress for success, build relationships |

|3 |Customer needs and complaints |

|4 |Companies policies, additional services, disabilities, special circumstances |

|5 |Phone etiquette, special orders |

|6 |Warranties, policies, methods of payment |

|7 |Resolving complaints |

|8 |Customer follow-up, business cards |

|9 |Customer information record keeping, personal shoppers |

|10 |Observe and discuss customer service skills in store, advertising strategies, daily balance sheet, sales |

| |receipts, inventory checklist |

|11 |Resume ready, class mock interview, portfolio compilation |

|12 |Prepare for final test, class graduation certificates, Jeopardy game |

[pic] class_syllabus.doc

[pic] retail_customer_service_detailed_curriculum.doc

Week 1

[pic] Assessments   --  List of assessments to be given throughout the class.

[pic] find_someone_who.doc

[pic] pre_vocabulary.doc

[pic] quia_test_chart.doc

[pic] week_1.doc

Week 2

[pic] 1a_vocabulary.doc

[pic] appropriate_greetings.doc

[pic] personal_information_-_week_2.doc

[pic] week_2.doc

Week 3

[pic] 1b_vocabulary.doc

[pic] week_3.doc

Week 4

[pic] 2a_vocabulary.doc

[pic] week_4.doc

Week 5

[pic] 2b_vocabulary.doc

[pic] week_5.doc

Week 6

[pic] 3a_vocabulary.doc

[pic] angry_customer_telephone_script.doc

[pic] scenario_week_6.doc

[pic] week_6.doc

Week 7

[pic] 3b_vocabulary.doc

[pic] week_7.doc

Week 8

[pic] 4a_vocabulary.doc

[pic] how_would_you_thank_a_customer.doc

[pic] week_8.doc

Week 9

[pic] 4b_vocabulary.doc

[pic] comparing_prices_chart.xls

[pic] evaluating_each_other_-_store_scenario.doc

[pic] week_9.doc

Week 10

[pic] week_10.doc

Week 11

[pic] mock_interview.doc

[pic] week_11.doc

Week 12

[pic] jeopardy_game.doc

[pic] jeopardy_game_money.doc

[pic] week_12.doc

MISC

[pic] certificate_of_completion.doc

[pic] quia_introduction_for_students.doc

[pic] retail_curriculum_template.doc

Retail Store

[pic] Pre Sale Preparation

[pic] Sale Day Documents

[pic] Post Sale Documents

[pic] retail_mock_store_instructor_sheet.doc

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