Retail Sales Training Schedule

Period 1
9 AM to 10 AM
Day Subject Topic Inst code
adhere to specified
1 Introduction uniform/dress code and
grooming guidelines
2 Shop/Showroom/Outlet wear name badges as per

and self management organizational guidelines
attend daily morning

3 Shop/Showroom/Outlet
briefing before store
and self management
opening
obtain product/process
changes, new
schemes/offers and target &
and self management
task distribution from store
manager
identify customer’s level of
frustration with the language
and self management
adopted by him
understand customer's
6 Sell, up selland cross sell buying pattern and offer
customized solution
sell, up-sell and cross-sell

7 existing & new
Sell, up selland cross sell
products/services, based on
customer analysis
read about new products and

8 services with reference to
the organization through the
intra net portal
9 targets for performance and
sales
fluently speak and

10 Sell, up selland cross sell understand English and the
regional language
present a pleasant
11 Sell, up selland cross sell personality and enjoy
communicating with people
follow token system, if

installed, for data
12 Service desk and
maintenance of number of
customer management
walk-in customers and
queue management
manage walk-in customers
13 Service desk and
and products/services
customer management
subscribed by them
analyze customer’s
14 Service desk and
concernand pitch an
customer management
appropriate retention tool
different categories of
15 Service desk and
customers of the
customer management
organization
16 Service desk and whereabouts of latest

customer management products and services
analyze self performance
w.r.t. job responsibilities
17 Monitor and analyze self
versus performance targets
performance trends
and take corrective actions
accordingly
18 Monitor and analyze self attain above average scores

performance trends in internal/external audits
. avoid using jargons, slang,

technical terms and
19 Monitor and analyze self
acronyms when
performance trends
communicating with
customers
20 resolve customer’s data

Data expertise
related issues
reduce repeat walk-
21 Data expertise in/interactions of customers
with data related queries
22 Revision Revision Revision
23 Reinforcement practice Reinforcement practice Reinforcement practice


Period 2
10 AM to 11 AM
Subject Topic Inst code
organize inventory,
Shop/Showroom/Outlet stationery, pantry stock
and self management and display products at
the store/showroom/outlet
Revision Revision
review previous day’s

Shop/Showroom/Outlet
performance during
and self management
morning meeting
maintain transparency
with customer in sharing
and self management
resolution timelines
Shop/Showroom/Outlet manage irate or abusive
and self management customers
achieve performance/sales
Sell, up selland cross sell targets/profitability of the
store
plan and execute customer

engagement initiatives to
facilitate brand recall and
customer satisfaction
keep abreast with the

latest knowledge by
Sell, up selland cross sell reading brochures,
pamphlets and daily
briefing sheets
record complete and
correct customer
discussions in CRM/MS
Excel
respond to customer’s Q
Sell, up selland cross sell R C with a relevant
answer
be sensitive to other’s
Sell, up selland cross sell feelings and calmly
resolve conflicts
prioritize customers basis

Service desk and
categories and attend
customer management
them accordingly
categorizenature of
Service desk and customer’s interaction as a
customer management query, request or a
complaint
troubleshoot and resolve

Service desk and
customer’sdevice related
customer management
issues
Service desk and process of retention and

customer management retention tools
navigation of intra net

tools and CRM, to gather
Service desk and
information
customer management
andverifycustomer’s
account
adhere to processes
Monitor and analyze self related to churn,
performance trends collection and bad debt
recovery
processes related to sales,

churn, collection, bad debt
Monitor and analyze self
recovery, complaint
performance trends
reduction, SLA adherence,
revenue performanceetc
probe customers
Monitor and analyze self appropriately to
performance trends understand nature of
problem
data related tariff plans,

Data expertise
offers and schemes
latest handset models and
Data expertise
their functioning
Revision Revision Revision
Reinforcement practice Reinforcement practice Reinforcement practice


A
Period 3
11 AM to 12 PM
maintain basic hygiene

and infrastructure upkeep
and self management
in the store
importance of the role in

representingthe
and self management
organization
Test Test
importance of attending
morning brief, to obtain
Shop/Showroom/Outlet product/process changes,
and self management new schemes/offers and
target & task distribution
from store manager
be sensitive to other’s
feelings and calmly
and self management
resolve conflicts
educate customer on using

Sell, up selland cross sell company's
products/services
attain typing speed, as

specified for the job role
Revision Revision
formulate correct
Sell, up selland cross sell sentences without any
grammatical errors
gauge customer’s
Sell, up selland cross sell communication style and
respond appropriately
switch over to customer's

Sell, up selland cross sell language to create
comfort
verify customer details for

Service desk and
any account related
customer management
information
monitor correctness and
completeness of customer
Service desk and documents and process
customer management them to
backend/respective
department
seek customer’s feedback

Service desk and
in feedback
customer management
register/diary/booklet
features and benefits of

Service desk and
products/services that
customer management
company offers
features and settings of

Service desk and
variousdevices for
customer management
troubleshooting
Monitor and analyze self how to review instant
performance trends customer feedback scores

tools to extract daily,
performance trends
weekly, monthly reports
gauge customer’s
communication style and
performance trends
respond appropriately
top issues faced in

Data expertise operating system,
handsets etc
latest technology
Data expertise prevalent in telecom for
data

Computers Practice 6
Activity Cum Lesson Planner -Customer Care Executive Relationship Center
Period 4
12 PM to 1 PM
Module coverage
English Why learning English is
important
Recall alphabets
English Recall vowels and
consonants
Family Relationships
- Some common
English occupations
- Names of fruits and
vegetables, Animals
Family Relationships
- Some common
English occupations
- Names of fruits and
vegetables, Animals
English Student Activity
English Grammar, Parts of speech



English Common mistakes

Importance of Soft Skills

Soft Skills - Meaning of Soft Skills 5
- How to improve soft skill
Communication Skills
Soft Skills 5
- Verbal communication
Soft Skills 5
- Verbal communication
- Non Verbal
Soft Skills 5
Communication
- (Body Language)
- Non Verbal
Soft Skills 5
Communication
- (Body Language)
Soft Skills Enhanced listening skills 5
Soft Skills Enhanced listening skills 5

omer Care Executive Relationship Center
Period 5
1.30 PM to 2.30 PM
organizational guidelines
Shop/Showroom/Outlet w.r.t. standard uniform,
and self management name badges and
resolution timelines
process of store
management, organizing
inventory, stationery,
and self management
pantry stock and product
displayed
Test Test
Revision Revision
accurately interpret
other’s emotions and
and self management
respond empathetically

Sell, up selland cross sell representing the
organization
complete range of
products/servicesin order
Sell, up sell and cross sell
to pitch them to the
customers
record precise and clear

information for
analysis/action by other
departments
Croos and Up selling in
telecom sector
probe customers
appropriately to
understand nature of
problem
create a win-win situation

with the customer
obtain and address

Service desk and adequate information
customer management from the customer to login
QRC
provideestimate of
Service desk and resolution time to the
customer management customer, if an immediate
solution cannot be found
use the empowerment

Service desk and
matrix for the benefit of
customer management
the customer
mandatory fields to be
Service desk and
filled in customer
customer management
enrollment forms
Service desk and how to use empowerment

customer management matrix
Monitor and analyze self read daily, weekly and
performance trends monthly report
analyze and comprehend

Monitor and analyze self daily, weekly and monthly
performance trends reports, to monitor
performance
respond to customer’s Q
R C with a relevant
performance trends
answer
read data related tariffs,

Data expertise
offers and schemes
interpret customer’s
requirement and suggest
Data expertise
related
product/offer/scheme


Period 6
2.30 PM to 3.30 PM
Definition of a computer
Computers Basic Operations of a
computer
Computers History of Computers
Computers Generation of Computer
Block diagram of a
Computers computer Hardware
Basic Terms
Computers Operating system
Input/Output devices
Computers Central Processing Unit
Specifications of a
Computers computer
Application softwares
Computers Student activity
Application softwares
Computers Student activity
Computers Student Activity
Windows Nomenclature
Computers Creating Files and Folders
Installing simple
Computers softwares
Installing simple
Computers softwares
MS Word
- Use of MS word
- Word Processing
Computers concepts
- Create, Save, Edit,
Format a document
MS Word
- Use of MS word
- Word Processing
Computers concepts
Format a document
MS Word
- Use of MS word
- Word Processing
Computers concepts
Format a document
Presentation and adding

Computers 7
images and charts
Period 7
3.30 PM to 4.30 PM
keep abreast with the

latest knowledge by
reading brochures,
and self management
pamphlets and daily
briefing sheets
comprehend sales targets
and self management
present a pleasant
Shop/Showroom/Outlet personality and enjoy
and self management communicating with
people
Shop/Showroom/Outlet switch over to customer's

and self management language to createcomfort
Test Test
strengths and limitations

of your own
product/service vis-à-vis
competition
whereabouts of latest
products and services
Difference between Up
selling and Cross selling
Test Test
give clear instructions and

Sell, up selland cross sell share information with
customers
convince customers to
Sell, up selland cross sell buy company's
products/services
record the customer’s

Service desk and
interaction as a query,
customer management
request or a complaint
escalateunresolved
Service desk and problems/concerns to a
customer management competent
internal/external specialist

Service desk and
representingthe
customer management
organization
Service desk and escalation matrix and

customer management when to escalate
record complete and

Service desk and correct customer
customer management discussions in CRM/MS
Excel
discuss self performance
basis performance criteria
performance trends
with the supervisor
enlist reasons to customer,

in case unable to provide
performance trends
immediate solution
Monitor and analyze self display courtesy and

performance trends professionalism
pitch best suited data

Data expertise related plans and products
to the customers
discuss self performance
Data expertise basis performance criteria
with the supervisor


Period 8
4.30 PM to 5.30 PM
fluently speakand
Shop/Showroom/Outlet understand English
and self management and the regional
language
gauge customer’s
Shop/Showroom/Outlet communication style
and self management and respond
appropriatel
effectively translate
and convey
and self management
information
clearly communicate
with peers/seniors
and self management
during morning brief
Test Test
basic working of a
Sell, up selland cross sell computer and MS
Excel

tools and CRM to
Sell, up selland cross sell gather information
about customer's
account
Strategies of Upselling
and Cross selling
Test Test
avoid using jargons,

slang, technical terms
Sell, up selland cross sell and acronyms when
communicating with
customers
offer product/service
Sell, up selland cross sell best suited to
customer’s need
fulfill process of
Service desk and customer payment collection and
management submission against bill
payments/recharges
resolve customer’s
Service desk and customer problems within TAT
management to attend other
customers in queue
relevant policies,
Service desk and customer procedures and
management promotions of the
company
Service desk and customer turnaround time/SLA

management of various processes
formulate correct
Service desk and customer
sentences without any
management
grammatical errors
prepare assigned
reports within
performance trends
available time limits
manage relationship
irate or abusive
performance trends
customers
be patient and
attentively listen to the
performance trends
customer
identify issue by
asking relevant
Data expertise questions and resolve
customer’s data related
concern
prepare assigned
Data expertise reports within
available time limits
Reinforcement
Reinforcement practice Reinforcement practice
practice
Reinforcement
practice
Reinforcement
practice
Critical thinking and

Soft Skills 5
management skills
Soft Skills Presentation skills 5
Soft Skills Presentation skills 5

Retail Sales Training Schedule

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Retail Sales Training Schedule

Uploaded by

Copyright:

Available Formats

Period 1

2 Shop/Showroom/Outlet wear name badges as per

attend daily morning

sell, up-sell and cross-sell

read about new products and

fluently speak and

follow token system, if

16 Service desk and whereabouts of latest

18 Monitor and analyze self attain above average scores

. avoid using jargons, slang,

20 resolve customer’s data

22 Revision Revision Revision

23 Reinforcement practice Reinforcement practice Reinforcement practice

24 Reinforcement practice Reinforcement practice Reinforcement practice

26 Reinforcement practice Reinforcement practice Reinforcement practice

27 Reinforcement practice Reinforcement practice Reinforcement practice

28 Reinforcement practice Reinforcement practice Reinforcement practice

review previous day’s

plan and execute customer

keep abreast with the

prioritize customers basis

troubleshoot and resolve

Service desk and process of retention and

navigation of intra net

processes related to sales,

data related tariff plans,

Revision Revision Revision

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

maintain basic hygiene

importance of the role in

educate customer on using

attain typing speed, as

switch over to customer's

verify customer details for

seek customer’s feedback

features and benefits of

features and settings of

navigation of intra net

top issues faced in

Revision Revision Revision

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

English Student Activity

English Grammar, Parts of speech

English Grammar, Parts of speech

English Grammar, Parts of speech

English Grammar, Parts of speech

English Grammar, Parts of speech

English Grammar, Parts of speech

English Grammar, Parts of speech

English Student Activity

English Student Activity

English Common mistakes

English Common mistakes

Importance of Soft Skills

Soft Skills Enhanced listening skills 5

Soft Skills Enhanced listening skills 5

importance of the role in

record precise and clear