CAPACITY DEVELOPMENT CURRICULUM FOR SHOES RETAIL SALES PERSONS by USAIDPakistan

FROM THE AMERICAN PEOPLE

CAPACITY DEVELOPMENT CURRICULUM FOR SHOES RETAIL SALES PERSONS

SUGGESTED DURATION: 144 HOURS SPREAD OVER 18 DAYS

NOVEMBER, 2010 This publication was produced for review by the United States Agency for International Development. It was prepared by CARE International in Pakistan

CAPACITY DEVELOPMENT CURRICULUM FOR SHOES RETAIL SALES PERSONS

ACKNOWLEDGMENT The PAKISTAN JOBS project is a USAID funded project designed to improve the competitiveness of the Pakistani economy by strengthening systems for workforce development, encourage Pakistani companies to invest in human capital, and improve access to training, jobs, and business opportunities, especially for youth and women.The four components are (1) Industry Sector-Led Technical Training; (2) Employability, Job Placement, and Entrepreneurship for Secondary School and University Graduates; (3) Integrated Work and Learning Program for Less-EducatedYouth; and (4)Youth Employability Exchange Systems. USAID PAKISTAN JOBS project is working for the skill enhancement of the workforce in Pakistan in several growing economic sectors including agriculture, energy, construction, information technology, call centers, pharmaceuticals, garment manufacturing, carpet making, fisheries, livestock and retail sales. Preparation of standardized and tested curriculum is one of the major contributions of this project. Servis Sales Corporation (SSC) is a leading firm in the sector of shoes manufacturing and retail sales. Interaction of Hybrid Technics on behalf of USAID PAKISTAN JOBS Project with Servis Sales Corporation for intervention of the project in the sector of shoes manufacturing and sales resulted with the decision that during the first phase of the project there is need to train sales persons to promote the sales which will result in creation of additional jobs in the shoes manufacturing. Subsequently Technical training may be arranged for provision of skilled persons to fill the vacancies. SSC committed to appoint all the trained persons subject to the condition that their training is specific to the needs of SSC.Thus this curriculum has been developed keeping in view the training demand of fresh inducted persons for Servis retail outlets although majority of the modules deals with skills which are common for promotion of sales. Although curriculum has been developed in very detail including training manual, power point presentations and tests for each subtopic however business interests of SSC has kept us limited to the printing of only curriculum in brief. The USAID PAKISTAN JOBS project wishes to thank all the District Trainers,Training Managers and HR Department of Servis Sales Corporation that contributed in many ways to the preparation of this curriculum. Special thanks are extended to Mr. Amir Mohsin, Chief Operating Officer and Mr. Tausif Hassan, General Manager HR who provided extra ordinary cooperation by bearing the relevant costs and guidance to the team of their experts for working out the details. The USAID PAKISTAN JOBS Project wishes to express its appreciation to Mr. Faheem Akbar, Manager HR and Mr. Robin Fazal, Manager HR, Training and Development SSC who contributed significantly in the finalization of this curriculum.We are very optimistic that this will expand a new horizon and job placements in Pakistan in this era of financial turmoil.This joint venture has brought in a lot of hope in youth especially for females who have stepped out to be equally contributing to meet up their domestic financial needs. Special thanks to Mr. Mohsin Syed, Chairman Hybrid Technics and Mr. Aftab Ahmad, Vocational Education Specialist who coordinated preparation of this curriculum in recommended format. Muhammad Mukhtar Pasha, BTN Specialist and Dr. Nazir Mahmood, Curriculum Consultant for USAID PAKISTAN JOBS Project were also instrumental in the finalization of the syllabus.

Mark Nolan Chief of Party USAID PAKISTAN JOBS Project Implemented by Care International in Pakistan

USAID PAKISTAN JOBS CAPACITY DEVELOPMENT CURRICULUM FOR SHOES RETAIL SALES PERSONS

SUGGESTED DURATION: 144 HOURS SPREAD OVER 18 DAYS

Disclaimer: The author's views expressed in this publication do not necessarily reflect the views of the United States Agency for International Development or the United States Government

Part I 1

Introduction

Rationale

Curriculum Development Strategy

Program Contents

Program Planning Template

Synopsis

Day Wise Session Planning

Day-1 Introduction of Servis History And Importance Of Cleanliness Day-2 Personal Hygiene and Safety and Security Of The Store Day-3 Product Knowledge and Why Customers are Important Day-4 Team Work & Time Management Day-5 Stock Room Management & Cash Management Day-6 Customer Services and SAPAMEC Day-7 Communication Skills and Positive Thinking Day-8 Display /Visual Merchendizing and Benefits of Customer Services Day-9 Selling Skills and Types of Customers Day-10 Building Honesty and Motivation Day-11 Inventory Management and Floor Management Day-12 Handling objections and Dealing with Difficult Customers Day-13 Product Knowledge and why Customers are Important (REFRESHER) Day-14 Display /Visual Merchendizing And Motivation (Refresher) Day- 15 SAPAMEC and Customer Services (Refresher) Day-16 Stock Room Management & Cash Management Day-17 Handling Objections and Dealing With Difficult Customers (Refresher) Day-18 Selling Skills and Types of Customers (Refresher)

7 8 9 10 11 12 13 14 15 16 17 18 19

20 21 22 23

CAPACITY DEVELOPMENT CURRICULUM FOR SHOES RETAIL SALES PERSONS

Retail Orientation Module: Company Orientation Retail Stores Orientation Cleanliness Personal Hygiene Safety and Security

Basic Retail Operations Module: Inventory Management Stock Management How to manage fast/slow moving products Display/Merchandizing Product Knowledge Cash management Floor management

Soft Skills Development Module: Work Ethics/etiquettes Developing Team work attitude Power of Positive thinking Time management Communication skills Building honesty Motivation

Customer Services Module: Who is a customer? Types of customers Why customer is importantFundamentals of customer Services Customer service standards Benefits of Excellent customer Service Dealing with difficult customers Handling objections Selling Skills

CAPACITY DEVELOPMENT CURRICULUM FOR SHOES RETAIL SALES PERSONS

Aim

To train the trainees on how they can ensure personal hygiene while duty and how they can ensure safety and security of the store.

Duration

8-Hours

Venue

Excellence Center Power point slides, training manual, charts ,white board, Questions and Answers, Role plays and Activities etc. After attending this session trainees will be able to: 1: Understand and ensure Personal hygiene 2: Ensure safety and security practices in the store to avoid any accidents. 3: Ensure customer and employees safety

Resources Learning Objectives

Beginning

Training objectives, setting norms

Topic Personal Hygiene

Duration

Methodology

2-hours

Power point presentation and interactive session

Safety, Security

3-hours

Power point presentation and interactive session

Activities

1-hour

Store visit and Ice breakers

Breaks

1-hour

Prayer, lunch and tea coffee break

Ending

1-hour

Written test/Question & Answers /Feedback

CAPACITY DEVELOPMENT CURRICULUM FOR SHOES RETAIL SALES PERSONS

Aim

To train the trainees on how Product can play an important role in sales and importance of customers

Duration

8-Hours

Venue

Excellence Center Power point slides, training manual, charts ,white board, Questions and Answers, Role plays and Activities etc. After attending this session trainees will be able to learn: 1: Benefit and features of products 2: After getting product knowledge they can easily sell to customers 3: How customers can increase business 4: Customers are VIPs’, Boss, King and life blood of our business.

Resources Learning Objectives

Beginning

Training objectives, setting norms

Topic Product Knowledge Why Customer Important

Duration

3-hours

Methodology Power point presentation and interactive session Power point presentation and interactive session

Activities

1-hour

Role plays and Ice breakers

Breaks

1-hour

Prayer, lunch and tea coffee break

Ending

1-hour

Written test/Question & Answers /Feedback

2-hours

CAPACITY DEVELOPMENT CURRICULUM FOR SHOES RETAIL SALES PERSONS

DAY -4 TEAM WORK & TIME MANAGEMENT

CAPACITY DEVELOPMENT CURRICULUM FOR SHOES RETAIL SALES PERSONS

Aim

Trainee s must know how to manage inventory and floor of the store

Duration

8-Hours

Venue

Excellence Center Power point slides, training manual, charts ,white board, Q uestions and Answers, Role plays and Activities etc. After attending this session trainees will be able to learn: 1: Will learn how to receive and stock inventory accurately 2: Will learn how to do stock accounting accurately to avoid variances 3: Will learn effective floor management techniques for the customer convenience

Resources Learning Objectives

Beginning

Training objectives, setting norms

Topic Inventory Management Floor Management

Duration

Methodology

3-hours

Power point presentation and interactive session

2-hours

Power point presentation and interactive session

Activities

1-hour

Role Plays/case studies and Ice breakers

Breaks

1-hour

Prayer, lunch and tea coffee break

Ending

1-hour

Written test/Question & Answers /Feedback

CAPACITY DEVELOPMENT CURRICULUM FOR SHOES RETAIL SALES PERSONS

DAY -12 HANDLING OBJECTIONS AND DEALING WITH DIFFICULT CUSTOMERS Aim

Trainee s must know the techniques of handling customer objections and complaints

Duration

8-Hours

Venue

Excellence Center Power point slides, training manual, charts ,white board, Quest ions and Answers, Role plays and Activities etc. After attending this session trainees will be able to learn: 1: LAST technique of handling customer objections and complaints 2: Will ensure all customer objection and complaints handle professionally and will ensure highest level of customer satisfaction

Resources Learning Objectives

Beginning

Training objectives, setting norms

Topic Handling Objections Difficult Customers

Duration 3-hours 2-hours

Methodology Power point presentation and interactive session and Videos Power point presentation and interactive session and Videos

Activities

1-hour

Role Plays and Ice breakers

Breaks

1-hour

Prayer, lunch and tea coffee break

Ending

1-hour

Written test/Question & Answers /Feedback

CAPACITY DEVELOPMENT CURRICULUM FOR SHOES RETAIL SALES PERSONS

DAY -13 PRODUCT KNOWLEDGE AND WHY CUSTOMERS ARE IMPORTANT (REFRESHER) Aim

To give an understanding to the trainees on how Product can play an important role in sales and importance of customers

Duration

8-Hours

Venue

Excellence Center Power point slides, training manual, charts ,whi te board, Questions and Answers, Role plays and Activities etc. After attending this session trainee's will be able to learn: 1: Benefit and features of products 2:After getting product knowledge they can easily sell to customers 3:How customers can increase business 4. Customers are Vip's, Boss, King and life blood of our business.

Resources Learning Objectives

Beginning

Training objectives, sett ing norms

Topic Product Knowledge Why Customer Important

Duration

Methodology

2-hours

Power point presentation and interactive session

3-hours

Power point presentation and interactive session

Activities

1-hour

Role plays and Ice breakers

Breaks

1-hour

Prayer, lunch and tea coffee break

Ending

1-hour

Written test/Question & Answers /Feedback

CAPACITY DEVELOPMENT CURRICULUM FOR SHOES RETAIL SALES PERSONS