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Retail selling lesson1

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Lesson in Retail Selling for FETAC Level 5 5N1619

Lesson in Retail Selling for FETAC Level 5 5N1619

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  • 1. Retail Selling 5N1619 Lesson 1 ie.linkedin.com/in/connollyanna/
  • 2. Overview • What is Retail Selling? • Why study Retail Selling? • What you will know after this course. • Assessment - Show us what you know • Lesson 1 • Summary ie.linkedin.com/in/connollyanna/ 2
  • 3. What is Retail Selling? Definition “Retail selling includes all activities needed to sell goods, products or services to the final consumers” ie.linkedin.com/in/connollyanna/ 3
  • 4. What you will learn on this course? FETAC Level 5 Learning Objectives • To familiarise the learner with the different equipment used in retail selling • To explore the different systems used in handling payments, stock control and security • To examine the main terminology and trends in retail selling • To analyse current legislation and identify the main legal responsibilities of the retail seller ie.linkedin.com/in/connollyanna/ 4
  • 5. What you will learn on this course? FETAC Level 5 Learning Objectives • To identify best practice in health and safety • To create an awareness of a range of techniques used to open and close a sale • To learn how to handle complaints and up-sell • Familiarise the learner with a range of communication skills, including listening skills, product demonstrations and customer support techniques. Activity 1. Rie.linkedin.com/in/connollyanna/etail Sales 5
  • 6. Why study Retail Selling? • The Retail sector is Ireland’s largest employer, with over 250,000 people employed. • 14.5% of Ireland’s total workforce. • 44,000 active wholesale and retail enterprises in Ireland • 86% of retailers of have less than ten employees and 86% are Irish‐owned. (Source IBEC http://www.ibec.ie/IBEC/BA.nsf/vPages/Business_Sectors~retail-ireland) Retail Saie.linkedin.com/in/connollyanna/les 6
  • 7. Retail Selling - Assessment Type Weighting Deadline Assessment 40% Assignment 1. – Retailers responsibilities to employees and consumers Assignment 2- The Retail sales process Skills Demonstration 60% 1. Demonstrate how to sell a product 2. Demonstrate cross selling and up-selling 3. Demonstrate how to handle customer complaint 4. Secure Cash Handling Retail Sie.linkedin.com/in/connollyanna/ales 7
  • 8. What you will learn during this lesson? • SLO7 Analyse the key characteristics of a range of retail environments to include self-service, online selling and personal service. • SLO2 Interpret Trends in Retail Selling ie.linkedin.com/in/connollyanna/ 8
  • 9. Lesson 1 Retail What are Retail Channels? Retail channels are shops through which retailers sell their goods, products or services. 9
  • 10. Retail Over to you… Think of all the different types of retail channels that you have used in the last month. • List them on your worksheet. • Discuss with your partner. • Group them under Personal Service, Self- service, Online • What are the features of Personal service, self- service and online shopping? 10
  • 11. Personal Service The Issues • the opportunity for the retailer to differentiate themselves from the competition versus the cost of providing it. • The need for retailers to train their staff in the delivery of effective personal service. Retail Sales 11
  • 12. Self-Service, including SST (Self-Service Technologies) Definition ‘technological interfaces that enable customers to produce a service independent of direct service employee involvement’. Can be described in terms of • Interface - (telephone/interactive voice response; online/internet; interactive kiosks; video/CD) • Purpose – customer service, banking, transactions, self-help Source-http://arrow.dit.ie/cgi/viewcontent.cgi?article=1000&context=tfschmtcon ie.linkedin.com/in/connollyanna/ 12
  • 13. Self-Service, including SST (Self-Service Technologies) ie.linkedin.com/in/connollyanna/ 13 • Can you think of any examples of SST? • Online banking, distance education, airline reservations, tax software, retail self-scanning, • Online auctions, pay at the pump, ATMs, online brokerage, interactive phone, Internet search and online car buying
  • 14. Self-Service, including SST (Self-Service Technologies) ie.linkedin.com/in/connollyanna/ 14 What are the advantages? • Ease of use • Avoid service personnel • Save time • Save money • Time and place convenience
  • 15. Self-Service, including SST (Self-Service Technologies) ie.linkedin.com/in/connollyanna/ 15 What are the disadvantages? • No personal interaction • Technology failures • Poor design • Customer driven failure
  • 16. Features of Online Shopping Group Discussion: What are the key features of online shopping? Advantages? Disadvantages? Activity Check out some good examples… Amazon.co.uk, Kennys.ie, www.Rainbusters.ie, www.zappos.com ie.linkedin.com/in/connollyanna/ 16
  • 17. Retail Over to you… Now group your retail channels under the following headings • Cash and carry • Convenience stores • Discount Stores • Department Stores • Online Stores • Shopping Centres • Speciality Shops ie.linkedin.com/in/connollyanna/ 17
  • 18. Features of Different Retail Shops What are the features of local convenience stores? ie.linkedin.com/in/connollyanna/ 18
  • 19. Features of Different Retail Shops What are the features of local convenience stores? ie.linkedin.com/in/connollyanna/ 19 • Usually located near residential areas • No large free car-parks available • Sell mainly groceries and a couple of household items • Prices are higher • Customers come from relatively small area • Have late opening hours • Limited number of staff • Less specialized sections / departments • Relatively small in size
  • 20. Features of Different Retail Shops What are the features of Supermarkets? ie.linkedin.com/in/connollyanna/ 20
  • 21. Features of Different Retail Shops What are the features of Supermarkets? Retail Sales 21 • Large Range of Goods • Competitive prices / discounted items • Self-service grocery checkouts • Open 7days a week, some 24hours • Large catchment area • Usually located on the edge of towns • Large free or paid car-park • Large size
  • 22. Features of Different Retail Shops ie.linkedin.com/in/connollyanna/ 22 What are the features of Speciality Shops ?
  • 23. Trend in retail Giant Tesco gets go-ahead on outskirts of Wicklow town and Bantry, Co. Cork. Debate the pros and cons? http://www.independent.ie/regionals/wicklowp eople/news/giant-tesco-store-gets-green-light- 29035853.html • http://westcorktimes.com/home/?p=14856 ie.linkedin.com/in/connollyanna/ 23
  • 24. Trends in Retail Efforts to regenerate Town center and bring trade back to the main street • ShopLocal - Wicklow wins best Christmas town • https://www.youtube.com/watch?v=vVFprRo Gv6M • Response to deserted shops on the main street • Local Zone ie.linkedin.com/in/connollyanna/ 24
  • 25. Trends in Retail • Some-great-insights-into-how-technology-is- transforming-the-high-street • big-data-retail-is-detail ie.linkedin.com/in/connollyanna/ 25
  • 26. Trends in Retail • Continued growth of e-tailing • Increasing trade over auction sites • Growth of fair traded products • Pop-up Retailing – mobile shopping • Self service web kiosks • Personal shoppers • Government policies e.g VAT and Commercial Rates - (VAT increased in Jan 2012 to 23%) • Discount stores i.e. Stan & Tony’s versus luxury stores i.e. Avoca profitability,( many items at a small margin versus few items at a large item) • Online selling, digital marketing , social media ie.linkedin.com/in/connollyanna/ 26

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