NRF Customer Service and Sales

Hours: 16 / Access Length: 12 Months / Delivery: Online, Self-Paced

Course Overview:

In Customer Service & Sales students will master skills like understanding the customer life cycle, developing effective strategies to engage customers, and assessing customer needs.

This course prepares a student to take the National Retail Foundation Customer Service and Sales national certification exam.

Course Outline:

Lesson 1: Welcome to Retail

• What is Retail?
• Multichannel and Omnichannel Retailing
• Distribution Channels and Retail Ownership
• The Economic Impact of Retail
• Understanding the Customer
• Customer Mindsets
• The Customer Loyalty Life Cycle
• Consumer Behavior, Including Technology
• The Value of Customer Service
• Company Brand and Culture
• Quality Customer Service
• The Impact of Poor Customer Service

Lesson 2: Know Before You Sell

• Knowing Products and Services
• Features and Benefits
• Product Knowledge and Customer Service
• Continuous Learning
• Knowing the Customer
• Connecting with the Customer
• Customer Needs and Interests
• Listening to Customers and Confirming Their Needs

Lesson 3: Selling and Service

• Meeting the Customer's Needs
• Customer Loyalty and Personalized Service
• Comprehensive Solutions and Add-on Services
• Overcoming Objections
• Making the Sale
• Processing and Completing the Transaction
• Cash Transactions and Making Change Correctly
• Debit, Credit, and Mobile Payments

Lesson 4: Workplace Readiness

• Finding the Job
• Entry-Level Retail Jobs: Goals and Expectations
• Searching for Jobs Online (Social Media)
• Building and Maintaining Your Network
• Getting the Job
• Crafting an Accurate Resume
• Using an Online Job Application
• Shining in an Interview
• Growing Your Skills
• Receiving and Applying Feedback
• Building Your Career in Retail
• Personal Career Planning

Certification:

This course prepares a student to take the National Retail Foundation Customer Service and Sales national certification exam.

System Requirements:

Internet Connectivity Requirements:

• Cable, Fiber, DSL, or LEO Satellite (i.e. Starlink) internet with speeds of at least 10mb/sec download and 5mb/sec upload are recommended for the best experience.

NOTE: While cellular hotspots may allow access to our courses, users may experience connectivity issues by trying to access our learning management system.  This is due to the potential high download and upload latency of cellular connections.   Therefore, it is not recommended that students use a cellular hotspot as their primary way of accessing their courses.

Hardware Requirements:

• CPU: 1 GHz or higher
• RAM: 4 GB or higher
• Resolution: 1280 x 720 or higher.  1920x1080 resolution is recommended for the best experience.
• Speakers / Headphones
• Microphone for Webinar or Live Online sessions.

Operating System Requirements:

• Windows 7 or higher.
• Mac OSX 10 or higher.
• Latest Chrome OS
• Latest Linux Distributions
  

NOTE: While we understand that our courses can be viewed on Android and iPhone devices, we do not recommend the use of these devices for our courses. The size of these devices do not provide a good learning environment for students taking online or live online based courses.

Web Browser Requirements:

• Latest Google Chrome is recommended for the best experience.
• Latest Mozilla FireFox
• Latest Microsoft Edge
• Latest Apple Safari

Basic Software Requirements (These are recommendations of software to use):

• Office suite software (Microsoft Office, OpenOffice, or LibreOffice)
• PDF reader program (Adobe Reader, FoxIt)
• Courses may require other software that is described in the above course outline.