Retail selling lesson1


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Lesson in Retail Selling for FETAC Level 5 5N1619

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Retail selling lesson1

  1. 1. Retail Selling 5N1619 Lesson 1
  2. 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 2
  3. 3. What is Retail Selling? Definition “Retail selling includes all activities needed to sell goods, products or services to the final consumers” 3
  4. 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 4
  5. 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. Sales 5
  6. 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 Retail 6
  7. 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 7
  8. 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 8
  9. 9. Lesson 1 Retail What are Retail Channels? Retail channels are shops through which retailers sell their goods, products or services. 9
  10. 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. 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. 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- 12
  13. 13. Self-Service, including SST (Self-Service Technologies) 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. 14. Self-Service, including SST (Self-Service Technologies) 14 What are the advantages? • Ease of use • Avoid service personnel • Save time • Save money • Time and place convenience
  15. 15. Self-Service, including SST (Self-Service Technologies) 15 What are the disadvantages? • No personal interaction • Technology failures • Poor design • Customer driven failure
  16. 16. Features of Online Shopping Group Discussion: What are the key features of online shopping? Advantages? Disadvantages? Activity Check out some good examples…,,, 16
  17. 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 17
  18. 18. Features of Different Retail Shops What are the features of local convenience stores? 18
  19. 19. Features of Different Retail Shops What are the features of local convenience stores? 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. 20. Features of Different Retail Shops What are the features of Supermarkets? 20
  21. 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. 22. Features of Different Retail Shops 22 What are the features of Speciality Shops ?
  23. 23. Trend in retail Giant Tesco gets go-ahead on outskirts of Wicklow town and Bantry, Co. Cork. Debate the pros and cons? eople/news/giant-tesco-store-gets-green-light- 29035853.html • 23
  24. 24. Trends in Retail Efforts to regenerate Town center and bring trade back to the main street • ShopLocal - Wicklow wins best Christmas town • Gv6M • Response to deserted shops on the main street • Local Zone 24
  25. 25. Trends in Retail • Some-great-insights-into-how-technology-is- transforming-the-high-street • big-data-retail-is-detail 25
  26. 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 26