Retail Trade

Consultative Selling

Network:

Duration	5 days classroom based or 4 weeks eLearning
FETAC Code	6N2054: Consultative Selling
Course Content	Programme Overview: The purpose of this award is to equip the learner with the knowledge,skill and competence to conduct professional sales calls using a structured consultative selling approach.
Entry Requirements	Level 5 or equivalent qualification and/or relevant life and work experience.
Further Enquiries	To Register For the Programme, Please Contact: training@ccma.ie 01 291 1960
Eligibility	Who is this Course For? Anyone in a Sales Personnel role wishing to improve customer interaction and increase sales or anyone who wishes to gain employment in a sales role.
Learning Outcomes	Participants who successfully complete this module will: • Examine the theories, strategies and components of a consultative sales process • Analyse customer requirements through analysis of buyer behaviour theories • Employ appropriate questioning and listening skills, in a range of consultative sales scenarios, to identify customer requirements • Formulate product or service solutions to effectively meet client needs through the use of consultative selling skills and tools • Provide solutions to customer problems, handling customer objections to buy, and close the sale • Apply sales skills and techniques in a range of customer facing situations • Exercise substantial personal autonomy in a range of sales or customer facing situations.
Methods of Assessment	Assignment - 25% Skills Demonstration - 75%
Location of Course	Nationwide

Available to Job Seekers:

Yes

Certified:

Yes

Customer Service

Network:

CCMA Ireland Skillnet

Duration	Classroom (3 Days) or eLearning
FETAC Code	5N0972: Customer Service
Enrolment and Start Dates Comment	TBC
Course Content	Programme Overview The purpose of this award is to equip the learner with the knowledge,skill and competence to provide effective customer service within a work, social or voluntary environment, operating independently while under general supervision.
Further Enquiries	To Register For the Programme, Please Contact: training@ccma.ie 01 291 1960
Learning Outcomes	On completion of the programme, participants will: • Examine the principles of customer service within a range of environments • Identify the key features of good customer service, to include distinguishing between different kinds of customers, making a good first impression, meeting customer needs, catering for diversity and disability, understanding and responding to customer perceptions • Explain the standards or rating system by which customer service is developed and measured in an industry-specific area • Identify, for a vocationally-specific area, key elements of consumer legislation and the functions of associated regulatory organisations providing customer protection, representation and redress • Explain how customer service enhances organisational effectiveness and success, to include practical examples of organisations with good customer care • Describe how customer perceptions can be influenced, to include elements such as the physical environment, printed materials, the personal presentation and conduct of a customer contact person • Apply the personal skills, qualities and attitudes required to perform effectively when dealing with customers, to include active listening skills, positive body language and observation of customer behaviour • Use appropriate communication technologies to include, telephone, audio visual, conferencing,email and other interactive media in a range of customer service situations • Demonstrate team or group work in providing customer care, to include allocation of roles and responsibilities, good communication and feedback, awareness of personal strengths and weaknesses when dealing with customers.
Methods of Assessment	Assessments: Skills Demonstration 50% Portfolio / Collection of Work - 50% Assignment Produce a report, based on an investigation on customer service skills, logging both the customer and the customer service representative’s behaviour, over a period of an hour. Exam Conducted on Day 3, consists of learners being required to answer 2 out of 3 questions over one hour. Skills Demonstration Learners will have an opportunity to be assessed on a range of customer contact skills.
Location of Course	Nationwide

Available to Job Seekers:

Yes

Certified:

Yes

Customer Service

Network:

CCMA Ireland Skillnet

Duration	Classroom (6 days) or eLearning
FETAC Code	6N0697: Customer Service
Course Content	Programme Overview The purpose of this award is to equip the learner with the relevant knowledge, skill and competence to direct quality customer service within a work, social or voluntary environment, independently and or in a supervisory capacity.
Further Enquiries	To Register For the Programme, Please Contact: training@ccma.ie 01 291 1960
Learning Outcomes	On completion of the programme, participants will be able to: • Evaluate the principles and practice of customer service in range of public, private and voluntary environments • Explain the principles underpinning customer service in a range of organisations, to include domestic and global organisations, those dealing with internal, external, corporate and individual customers,organisations providing products, and those providing services • Evaluate how organisational policies and industry-specific quality assurance systems can enhance customer service, to include customer charters, policies on handling complaints, relevant quality rating systems • Summarise key elements of consumer legislation for an industry specific area in Ireland, to include a comparative look at similar legislation in another country • Describe the formal processes and associated organisations or bodies available to customers seeking protection, representation and redress • Describe how the principles of customer service influence strategic planning in an organisation, to include reference to policies and standard operational procedures for all levels of the organisation • Use a range of communication skills and technologies to meet the needs of diverse customers, to include a variety of listening methods and strategies to respond to complaints and to resolve any difficulties arising • Manage the needs of customers within a specialised industry or vocational area, to include identification of diverse needs of older people, children, people with a disability, those with requirements based on culture or religion and strategies to meet those needs and to build customer loyalty
Methods of Assessment	Assessment: Portfolio of Work x2 - 50% Skills Demonstration x2 - 50%
Location of Course	Nationwide

Course Web Page:

http://ccma.ie/page.php?s=training&id=245

Available to Job Seekers:

Yes

Certified:

Yes

Contact Centre Management

Network:

CCMA Ireland Skillnet

Subjects Taught	1. Business Management 2. Supervisory Management 3. Contact Centre Support Skills
Enrolment and Start Dates Comment	TBC
Course Content	CCMA Certificate in Contact Centre Management leading to FETAC Award in Contact Centre Management Programme Overview The purpose of this award is to enable the learner to acquire the knowledge, skill and competence associated with Business Management, Supervisory Management and Contact Centre Support Skills. 1. Business Management The purpose of this award is to equip the learner with the knowledge, skill and competence in the principles and practice of management within the business environment to enable the learner to develop management skills to work independently or within a supervisory capacity. 2. Supervisory Management The purpose of this award is to equip the learner with the relevant knowledge, skill and competence to work in a range of industry sectors independently in a supervisory capacity. 3. Contact Centre Support Skills The purpose of this award is to equip the learner with the knowledge, skill and competence in the practices and operations of a contact centre to enable the learner to operate effectively in a contact centre environment dealing directly with clients over the telephone.
Further Enquiries	To Register For the Programme, Please Contact: training@ccma.ie 01 291 1960
Methods of Assessment	The course is assessed using a mixture of exams, continuous assessment and learner records etc.
Location of Course	Nationwide

Course Web Page:

http://ccma.ie/page.php?s=training&id=241&c=

Available to Job Seekers:

No

Certified:

Yes

Retail Management Practice

Network:

IBEC Retail Skillnet

Duration	The duration of the programme is three years part-time The programme commences in Dublin in September 2012 and will involve learners attending two days per month from September – June.
Number of Places	60
Course Fee	50% funded by Skillnets cost to learner is €1,000 per year
Subjects Taught	The programme includes the following modules: Year 1: Learner Development & Study Skills (5)* Principles of Marketing (10) Retail Information Technology (5)* Legal Issues in Retail (5) Communications (10) Retail Marketing (10) Year 2: Human Resource Management (10) Business Organisation & Management(5)* Economics (5)* Psychology & Work (5) Business Information Systems (5)* Retail Management (10) Store Design, Atmospherics & Merchandising (5)* Year 3: Financial Accounting in Retail (10) Buyer Behaviour (5) Marketing Research Methods (5) Operations Management (10) E-commerce & E-tailing (5) Services Marketing (5) Strategic Retail Management (10) Entrepreneurship & Innovation (10) Note: ECTS credits in brackets A 30 ECTS Minor Award (Certificate in Business) is embedded within the Degree programme. The modules on the Certificate are denoted by * Work Placement (30-15 credits per academic year)
Course Content	The course involves learners undertaking four main themes which can be identified under the broad umbrella of retail: management, people, marketing and IT.
Entry Requirements	Applicants should have relevant retail experience (one-year full time or part time equivalent) AND one of the following: 1. A grade D3 in ordinary level English, Mathematics and three other subjects of the Leaving Certificate Examination (or approved equivalent) OR 2. Holders of a full FETAC Level 5 Award OR 3. Those who have completed the LYIT Preparatory Studies for Higher Education Programme OR 4. Mature Students i.e over 23
Further Enquiries	Please contact Theresa on: Tel: 0833527277 email: theresa@ibecretailskillnet.com
Location of Course	IPA, Ballsbridge, Dublin 4

Course Web Page:

www.ibecretailskillnet.com/new-retail-degree

Available to Job Seekers:

No

Certified:

Yes

Retail Assessor Workshop

Network:

IBEC Retail Skillnet

Duration	2 day Workshop
Course Fee	Company fee
FETAC Code	L31855: Assessing Retail Skills
Enrolment and Start Dates Comment	On Going
Entry Requirements	Supervisor or Manager Working in Retail
Trainer	IBEC Retail Skillnet
Location of Course	National

Available to Job Seekers:

Yes

Certified:

Yes

Retail Occupational Qualifications

Network:

IBEC Retail Skillnet

Duration	On-Going
Comment	FETAC Level 5 Certificate on completion of each module. Full Major Certificate awarded on completion of 8 modules.
Subjects Taught	1. Retail Customer Service The main themes addressed in Retail Customer Service are: • Implementing Customer Service • Resolving Customer Complaints • Improving Business Operations • Implementing Change 2. Retail Security The Retail Security module concentrates on the main areas of concern, namely: • Security Procedures • Security of People • Security of Stock • Security of Premises 3. Retail Effective Working Relationships The module focuses on key aspects of working relationships, including: • Quality Standards • Performance • Optimising Productivity 4. Retail Stock Control The module focuses on the key aspects of Retail Stock Control including: • Preparation for the receipt of goods • Accepting goods for storage • Storage requirements • Appropriate placement and storage of goods • Retrieving and dispatching goods from stock 5. Retail Merchandising The Retail Merchandising module focuses on the key aspects of merchandising including: • Planning displays to specification • Setting up, maintaining and dismantling displays • Labelling stock on display • Monitoring sales stock levels • Maintaining sales stock levels 6. Retail Payment Procedures The Retail Payment Procedures module focuses on the following key areas: • Calculating customer purchases • Processing payments • Processing the sale of goods • Recording and processing orders 7. Retail Selling Skills The Retail Selling Skills module focuses on the main aspects of selling skills, including: • Personal Selling techniques • Customer relations • Handling Payment 8. Retail Communications The Retail Communications module focuses on the following key areas: • Listening • Speaking • Reading • Writing • Non-Verbal communication • Visual communication • Communication technology 9. Work Experience The Work Experience module allows the employee to recognise their own skills, develop new skills, make decisions about future job direction and to progress within the retail sector. As such the module addresses the following key themes: • Preparing for work • Working under direction • Review and evaluation • Reflection on progress • Goal setting • Advancement 10. Retail Health, Hygiene and Safety
FETAC Code	L21746: Retail Customer Service L21747: Retail Security L21748: Effective Working Relationships L21799: Retail Payment Procedures B20037: Retail Selling G20001: Communications W20008: Work Experience D20165: Safety and Health at Work L21800: Retail Stock Control L21798: Retail Merchandising
Enrolment and Start Dates Comment	On Going training. Enrolment through Retail Companies.
Course Content	Various Retail Specific modules delivered in the Workplace by a Manager or Supervisor trained as an Assessor.
Further Enquiries	Sean Carlin: 074 9724280
Methods of Assessment	Continuous assessment carried out on the Shop floor
Location of Course	National. Various Retail outlets

Course Web Page:

http://ibecretailskillnet.squarespace.com/overview-of-modules/

Available to Job Seekers:

Yes

Certified:

Yes

Safe & Fuel Efficient Driving - SAFED Driver Training

Network:

ICOS Skillnet

Duration	1 Day
Number of Places	TBC
Course Fee	On application
Subjects Taught	(1) Theory based presentation, either classroom or on road. (2) Safer Driving: • Less injuries and fatalities on our roads • Less accident damage to vehicles • Less unproductive downtime for vehicle repairs • Potential for reduced insurance claims (3) Fuel Efficiency • Lower cost • Improved profit margins • Reduced emissions • Improved environmental performance Also demonstration of the walk round check which is required under EU law. Full explanation of e.p.c. and its requirements. Driving will be assessed and marked under 18 different categories. Feedback and recommendations will be given to each driver.
Enrolment and Start Dates Comment	Course will take place between 29th May 2013 and October 2013 enrolment anytime during this period - dates supplied on applications Places are limited and allocated on first-come first served basis.
Financial Support	Free places are available for those who are unemployed (Please enquire about eligibility criteria).
Course Content	Safe And Fuel Efficient Driving (S.A.F.E.D) This course is tailored to suit individual company needs. Methodology Training is personalised is to each individual driver and drivers are assessed over a period of 4 hours as outlined in the course content.
Further Enquiries	ICOS Skillnet Tel: 01 613 1348 E-mail: icosskillnet@icos.ie
Download Application Form	http://www.icos.ie/skillnet/book-a-course/
Trainer	Sean Cusack - Cusack School of Motoring
Location of Course	Kilkenny

Course Web Page:

http://www.icos.ie/wp-content/uploads/2012/06/SAFED-Driver-Training1.pdf

Available to Job Seekers:

Yes

Certified:

No

Stock Control & Cost Control

Network:

ICOS Skillnet

Duration	2 days
Number of Places	10
Course Fee	On application
Subjects Taught
Enrolment and Start Dates Comment	Course will run on 15th and 16th October 2013 - 2 day course - enrolment any time before then.
Course Content	OVERVIEW: Good customer service involves ensuring you have enough stock to meet demand at all times. Good business management involves ensuring stock holding costs are kept to a minimum. Sometimes it can be hard to find the correct balance between both. Keeping accurate stock figures and ordering correct quantities of stock at the right price is easy if you know how. This course is designed to help participants manage their stock and cost more effectively and make it work better for their business. Duration: 2 days OBJECTIVES Develop an Understanding of the Importance of Each Element of Stock Control & Cost Control Management. Develop and Maintain Good Stock Control & Cost Control Practices. SUMMARY CONTENT STOCK CONTROL Financial Considerations The Effect of Stock Control on Working Capital and Cash Flow The Effect on Company Profitability How Much To Order: Cost of Holding Stock Cost of not holding enough stock Cost of Ordering Economic Order Quantities Effect of Discounts Systems of Stock Control: Basic Stock Cards Computer Systems Forecasting Future Demands: Demand Patterns Seasonal Effects Moving Averages Trends 18. Stocktaking : Need for Accuracy Reasons for Stocktaking Periodic vs. Continuous Treatment of Discrepancies When to Order: Safety Stocks Re-Order Level Service Factor Other Stock Issues Obsolete, Redundant and Surplus Stocks: Identification/Disposal Seeking Credit • Stock Control Exercise COST CONTROL Understanding Costs: What Are Costs? Measuring Overheads Review Periods What You Measure, You Manage Benchmarking: How Do Your Costs Compare with Others in Your Sector? How Do Your Costs Compare with Other Sectors? Taking Action: Knowing what to Buy Knowing when to Buy Tendering Quotes Buying Terms Payment Terms Negotiating Taking Tough Decisions • New Thinking - Case Study ‘Alliances to Create Volume’ OVERVIEW: Good customer service involves ensuring you have enough stock to meet demand at all times. Good business management involves ensuring stock holding costs are kept to a minimum. Sometimes it can be hard to find the correct balance between both. Keeping accurate stock figures and ordering correct quantities of stock at the right price is easy if you know how. This course is designed to help participants manage their stock and cost more effectively and make it work better for their business. Duration: 1 day OBJECTIVES Develop an Understanding of the Importance of Each Element of Stock Control & Cost Control Management. Develop and Maintain Good Stock Control & Cost Control Practices. SUMMARY CONTENT STOCK CONTROL Financial Considerations The Effect of Stock Control on Working Capital and Cash Flow The Effect on Company Profitability How Much To Order: Cost of Holding Stock Cost of not holding enough stock Cost of Ordering Economic Order Quantities Effect of Discounts Systems of Stock Control: Basic Stock Cards Computer Systems Forecasting Future Demands: Demand Patterns Seasonal Effects Moving Averages Trends 18. Stocktaking : Need for Accuracy Reasons for Stocktaking Periodic vs. Continuous Treatment of Discrepancies When to Order: Safety Stocks Re-Order Level Service Factor Other Stock Issues Obsolete, Redundant and Surplus Stocks: Identification/Disposal Seeking Credit • Stock Control Exercise COST CONTROL Understanding Costs: What Are Costs? Measuring Overheads Review Periods What You Measure, You Manage Benchmarking: How Do Your Costs Compare with Others in Your Sector? How Do Your Costs Compare with Other Sectors? Taking Action: Knowing what to Buy Knowing when to Buy Tendering Quotes Buying Terms Payment Terms Negotiating Taking Tough Decisions • New Thinking - Case Study ‘Alliances to Create Volume’
Further Enquiries	ICOS Skillnet Tel: 01 613 1348 E-mail: icosskillnet@icos.ie
Eligibility	Places are limited and allocated on first-come first served basis. Free places are available for those who are unemployed (Please enquire about eligibility criteria).
Download Application Form	http://www.icos.ie/skillnet/book-a-course/
Trainer	Keith Harford
Location of Course	Mallow, Co. Cork

Course Web Page:

http://www.icos.ie/wp-content/uploads/2012/07/StockControlCostControlPDF.pdf

Available to Job Seekers:

Yes

Certified:

No

Effective Selling Skills

Network:

ICOS Skillnet

Duration	9.30am -5pm
Number of Places	12
Course Fee	Advised on application
Subjects Taught	Summary Content • Understanding and building relationship skills • Communicating with respect • Understanding boundaries • Different approaches to managing conflict • Equality and Diversity in the workplace • Bullying and Harassment in the workplace • Procedures for dealing with bullying and harassment complaints
Enrolment and Start Dates Comment	Course will run end of June 2013 - dates to be confirmed enrolment anytime before then.
Course Content	OVERVIEW In the current economic climate competition is rife and potential customers are increasingly willing to research and shop around in order to gain value for money. Excellent sales skills are of vital importance in this difficult environment. On completion of this course participants will have acquired a wide range of best practice sales skills and techniques in a range of media including over the telephone, by email and of course face-to-face Duration: 1 Day OBJECTIVES On completion of this programme, participants will learn how to: • Prepare effectively for sales calls, presentations and pitches • Assess customers’ needs and wants • Sell persuasively step-by-step • Overcome most common sales challenges • Deal with difficult customers • Enhance communication, questioning and listening skills for successful selling • Make that sale through a range of media SUMMARY CONTENT • Learning about the psychology of selling • Understanding the principles of selling • Achieving excellence in customer service • Implementing best practice sales techniques • Enhancing interpersonal and negotiating skills during sales • Learning different selling techniques and models for different situations • Understanding buying signals and techniques for growing the order • Developing a personal sales strategy and action plan
Further Enquiries	ICOS Skillnet Tel: 01 613 1348 E-mail: icosskillnet@icos.ie
Eligibility	This course is free to eligibe jobseekers
Download Application Form	http://www.icos.ie/skillnet/book-a-course/
Learning Outcomes	On completion of this programme, participants will: • Understand the importance of managing workplace relationships • Become better communicators • Have a better knowledge of equality and diversity in the workplace.
Trainer	Irish Business Training
Location of Course	Sligo

Course Web Page:

http://www.icos.ie/skillnet/courses/

Available to Job Seekers:

Yes

Certified:

No

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