RETAIL & CUSTOMER CARE<br />
ABOUT US<br /><ul><li> PATRONS is India's premier Business Skills Education & Training initiative with diversified courses...
 PATRONS in collaboration with LCCI, UK and various other associations offers courses in Marketing, Retail & Customer Care...
 PATRONS is the only Authorized Regional Training Centre in South India to offer LCCI, UK courses</li></li></ul><li>Introd...
INTRODUCTORY CERTIFICATE IN MARKETING<br />SYLLABUS<br /><ul><li>Introduction to Marketing
Customer Behavior
Marketing Research
The Marketing Mix
Marketing Communications</li></ul>AIMS<br />The aims of this qualification are to enable candidates to understand<br /><ul...
marketing as a business function
the basic techniques used in the marketing of products and services</li></ul>JOB OPPURTUNITIES<br /><ul><li>Assistant Prod...
Account manager / executive
Marketing Representative
Marketing Assistant
Store Manager
Trade Marketing Assistant
Graduate Sales Executive</li></li></ul><li>MARKETING LEVEL 2<br />SYLLABUS<br /><ul><li>Marketing Management
Marketing Planning
Customer and Consumer Behavior
Marketing Research
The Marketing Mix
Promotions
General Issues</li></ul>AIMS<br />The aims of this syllabus are to enable candidates to develop:<br /><ul><li>the marketin...
the fundamental techniques applied to the marketing of products and services.</li></ul>JOB OPPURTUNITIES<br /><ul><li>Mark...
Project/Program/Product Manager
Marketing Specialist
Marketing Co- ordinator
Brand Manager
Marketing Data Analyst
Customer Co-ordination executive
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Patrons - Retail & Customer Care

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LCCI English for Business
Widely regarded as the language of international business, English is essential to today's commercial environment, both for companies seeking to trade overseas and for employees wishing to develop careers in global industries.

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Patrons - Retail & Customer Care

  1. 1. RETAIL & CUSTOMER CARE<br />
  2. 2. ABOUT US<br /><ul><li> PATRONS is India's premier Business Skills Education & Training initiative with diversified courses under one roof. PATRONS is  set to offer Domestic and Internationally Recognized/ Certified Training Programs and Learning Solutions to individuals in Marketing, Retail, FMCG and Customer Care areas meeting the current and Future needs.
  3. 3. PATRONS in collaboration with LCCI, UK and various other associations offers courses in Marketing, Retail & Customer Care. Our courses not only offer great employment opportunities on successful completion, but also enables  higher education opportunities. For those who are already employed, our courses help one to upgrade his skills there by enabling career growth.
  4. 4. PATRONS is the only Authorized Regional Training Centre in South India to offer LCCI, UK courses</li></li></ul><li>Introductory Certificate in Marketing<br />Marketing L2<br />Marketing L3<br />E-Commerce L2<br />E-Commerce L3<br />Internet Marketing L3<br />Advertising L3<br />Public Relation L3<br />Selling & Sales Management<br />CERTIFICATE IN PUBLIC RELATIONS LEVEL 3<br />Retail Operations<br />Employment Skills L2<br />Customer Service L2<br />Customer Service L3<br />CONTACT CENTER LEVEL 2<br />Selling & Sales Management<br />
  5. 5. INTRODUCTORY CERTIFICATE IN MARKETING<br />SYLLABUS<br /><ul><li>Introduction to Marketing
  6. 6. Customer Behavior
  7. 7. Marketing Research
  8. 8. The Marketing Mix
  9. 9. Marketing Communications</li></ul>AIMS<br />The aims of this qualification are to enable candidates to understand<br /><ul><li>the principles of marketing
  10. 10. marketing as a business function
  11. 11. the basic techniques used in the marketing of products and services</li></ul>JOB OPPURTUNITIES<br /><ul><li>Assistant Product Manager
  12. 12. Account manager / executive
  13. 13. Marketing Representative
  14. 14. Marketing Assistant
  15. 15. Store Manager
  16. 16. Trade Marketing Assistant
  17. 17. Graduate Sales Executive</li></li></ul><li>MARKETING LEVEL 2<br />SYLLABUS<br /><ul><li>Marketing Management
  18. 18. Marketing Planning
  19. 19. Customer and Consumer Behavior
  20. 20. Marketing Research
  21. 21. The Marketing Mix
  22. 22. Promotions
  23. 23. General Issues</li></ul>AIMS<br />The aims of this syllabus are to enable candidates to develop:<br /><ul><li>the marketing concept
  24. 24. the fundamental techniques applied to the marketing of products and services.</li></ul>JOB OPPURTUNITIES<br /><ul><li>Marketing manager
  25. 25. Project/Program/Product Manager
  26. 26. Marketing Specialist
  27. 27. Marketing Co- ordinator
  28. 28. Brand Manager
  29. 29. Marketing Data Analyst
  30. 30. Customer Co-ordination executive
  31. 31. Marketing communication Manager
  32. 32. Client Services Director
  33. 33. Search Marketing Executive</li></li></ul><li>MARKETING LEVEL 3<br />SYLLABUS<br /><ul><li>Nature and Role of Marketing
  34. 34. Marketing research, Analysis and Decision
  35. 35. Marketing Implementation Strategies and Tactics
  36. 36. Services and Relationship Marketing
  37. 37. International and Global Marketing
  38. 38. Marketing, IT and the Internet</li></ul>AIMS<br />The aims of this syllabus are to enable candidates to develop:<br /><ul><li>A broad strategic understanding across the full range of marketing activities, including advertising, PR, sales promotion and market research
  39. 39. A sound knowledge of current trends and changes in marketing practice, brought about by technology and the Internet
  40. 40. The ability to apply this understanding to real life marketing scenarios
  41. 41. The ability to illustrate their understanding through the use of real experiences, or created examples, of marketing</li></li></ul><li>MARKETING LEVEL 3<br />JOB OPPURTUNITIES<br /><ul><li>Director of Marketing
  42. 42. Marketing Research Analyst
  43. 43. Marketing Administrator
  44. 44. Marketing Consultant
  45. 45. Market Research Manager
  46. 46. Product Development Manger
  47. 47. Marketing Campaigns Manager
  48. 48. Senior Marketing Manager
  49. 49. Senior Account Manager
  50. 50. Senior Audience Development Executive</li></li></ul><li>E-COMMERECE LEVEL 2<br />SYLLABUS<br /><ul><li>Background to e Commerce
  51. 51. Definitions and Development of the Internet
  52. 52. e Commerce Business Models
  53. 53. Market Dynamics
  54. 54. e Commerce Finance
  55. 55. e Commerce Security
  56. 56. e Commerce and the Law </li></ul>AIMS<br />The aims of this syllabus are to enable candidates to develop:<br /><ul><li>A broad understanding of the potential of eCommerce
  57. 57. The ability to apply this understanding to real-life websites
  58. 58. The ability to illustrate their understanding through the use of real-life or created examples of eCommerce  </li></li></ul><li>E-COMMERECE LEVEL 2<br />JOB OPPURTUNITIES<br /><ul><li>Paid Search Specialist
  59. 59. Paid Search Strategist
  60. 60. Paid Search Supervisor
  61. 61. Web Designer
  62. 62. Web Developer
  63. 63. SEO Account Manager
  64. 64. SEO Analyst
  65. 65. SEO Consultant
  66. 66. SEO Director
  67. 67. SEO Engineer
  68. 68. SEO Manager
  69. 69. SEO Specialist</li></li></ul><li>E-COMMERECE LEVEL 3<br />SYLLABUS TOPICS<br /><ul><li>eCommerce Overview
  70. 70. The eCommerce Website
  71. 71. Business Processes
  72. 72. Managing Change
  73. 73. eCommerce & Personnel
  74. 74. Return on Investment (ROI) in eCommerce</li></ul>AIMS<br />The aims of this syllabus are to enable candidates to develop:<br /><ul><li>A broad strategic understanding of the present and future potential of eCommerce
  75. 75. The ability to apply this understanding to real-life eCommerce projects
  76. 76. The ability to illustrate their understanding through the use of real experiences, or created examples, of eCommerce projects</li></li></ul><li>E-COMMERECE LEVEL 3<br />JOB OPPURTUNITIES<br /><ul><li>Senior Search Engine Optimization Consultant
  77. 77. Senior Search Strategist
  78. 78. Web Analytics Consultant
  79. 79. Web Analytics Manager
  80. 80. Web Analytics Specialist
  81. 81. Search Engine Marketing Analyst
  82. 82. Search Engine Marketing Consultant
  83. 83.   Search Engine Marketing Director
  84. 84.   Search Engine Marketing Manager
  85. 85. .Search Engine Marketing Specialist</li></li></ul><li>INTERNET MARKETING LEVEL 3<br />SYLLABUS<br /><ul><li>The Nature of Marketing
  86. 86. The Benefits of Internet Marketing
  87. 87. Internet Growth and Customer Profile
  88. 88. Internet Marketing Strategies
  89. 89. Business Models for Internet Marketing</li></ul>AIMS<br />The aims of this syllabus are to enable candidates to develop:<br /><ul><li>A broad strategic understanding of the full range of Internet marketing activities
  90. 90. An understanding of the distinct differences between marketing using the Internet and more traditional marketing media and the benefits of Internet marketing
  91. 91. The ability to apply this understanding to real-life Internet marketing scenarios
  92. 92. The ability to illustrate their understanding through the use of real-life experiences, or created examples, of Internet marketing</li></li></ul><li>INTERNET MARKETING LEVEL 3<br />JOB OPPURTUNITIES<br /><ul><li>Internet Journalist
  93. 93. Internet Marketer
  94. 94. Internet Marketing Coordinator
  95. 95. Internet Marketing Director
  96. 96. Internet Marketing Specialist
  97. 97. Link Campaign Manager
  98. 98. Online Marketing Specialist
  99. 99. Web Marketing Specialist</li></li></ul><li>ADVERTISING LEVEL 3<br />SYLLABUS TOPICS<br /><ul><li>Working in Marketing Communications
  100. 100. Role of Advertising Related to Marketing
  101. 101. The Advertiser
  102. 102. Advertising Agencies
  103. 103. Creating Press Advertisements and Television Commercials
  104. 104. Producing Advertisements
  105. 105. Production of Commercials
  106. 106. Media Selection
  107. 107. Advertising Controls
  108. 108. Evaluating and Testing</li></ul>AIMS<br /><ul><li>The aims of this syllabus are to enable candidates to develop:
  109. 109. knowledge and understanding of advertising as part of the marketing of products, services and organisations.
  110. 110. relevant advertising messages within constraints of law and codes of practice
  111. 111. an awareness of the principles of delivering relevant messages to the selected target audiences
  112. 112. advertising material aimed at the selected target audiences</li></li></ul><li>ADVERTISING LEVEL 3<br />JOB OPPURTUNITIES<br /><ul><li>Advertising Manager
  113. 113. Advertising Sales Director
  114. 114. Account Executive
  115. 115. Account Coordinator
  116. 116. Media Director
  117. 117. Media Coordinator
  118. 118. Media Buyer
  119. 119. Social Media Analyst
  120. 120. Social Media Consultant
  121. 121. Social Media Manager
  122. 122. Social Media Specialist</li></li></ul><li>PUBLIC RELATIONS LEVEL 3<br />SYLLABUS TOPICS<br /><ul><li>The Nature of Public Relations
  123. 123. The Publics of Public Relations
  124. 124. Statutory Law and Voluntary Codes
  125. 125. International Public Relations
  126. 126. Community Relations
  127. 127. A Public Relations Campaign
  128. 128. Working with the Media
  129. 129. Exhibitions
  130. 130. Sponsorship
  131. 131. Research
  132. 132. Technology and the Internet
  133. 133. Public Relations Miscellaneous
  134. 134. Professional Development</li></ul>AIMS<br /><ul><li>The aims of this syllabus are to enable candidates to develop:
  135. 135. the Public Relations concept
  136. 136. the fundamental techniques applied to Public Relations
  137. 137. an understanding of the multi-functions Public relations is involved in
  138. 138. a solid foundation for a higher qualification at Level 3</li></li></ul><li>SELLING & SALES MANAGEMENT LEVEL 3<br />SYLLABUS TOPICS<br />Part A Selling<br /><ul><li>Role of Selling
  139. 139. Selling Objectives
  140. 140. Selling Process
  141. 141. Promotional Mix (P)
  142. 142. Buying Process
  143. 143. Tactical Sales Plan</li></ul>Part B Sales Management<br /><ul><li>Managing the Sales Office
  144. 144. Sales Management Controls
  145. 145. Salesforce Recruitment & Training
  146. 146. International Selling
  147. 147. Legal & Ethical Sales Issues</li></li></ul><li>SELLING & SALES MANAGEMENT LEVEL 3<br />AIMS<br />The aims of this syllabus are to enable candidates to develop:<br /><ul><li>selling skills and techniques
  148. 148. an understanding of sales administration
  149. 149. an ability to manage the sales process
  150. 150. an appreciation of sales records analyses</li></ul>JOB OPPURTUNITIES<br /><ul><li>Sales Manager
  151. 151. Sales Representative
  152. 152. Merchandiser
  153. 153. Regional Sales Manager
  154. 154. Franchising Head
  155. 155. Distribution Manager
  156. 156. Sales Associates</li></li></ul><li>CERTIFICATE IN PUBLIC RELATIONS LEVEL 3<br />SYLLABUS<br /><ul><li>The Nature of Public Relations
  157. 157. The Publics of Public Relations
  158. 158. Law and Voluntary codes
  159. 159. International Public Relations
  160. 160. Community Relations
  161. 161. A Public Relations Campaign
  162. 162. Working with the Media
  163. 163. Exhibitions
  164. 164. Sponsorship
  165. 165. Research
  166. 166. Technology and the internet
  167. 167. Public Relations miscellaneous
  168. 168. Professional Development</li></li></ul><li>CERTIFICATE IN PUBLIC RELATIONS LEVEL 3<br />AIMS<br />The aims of this syllabus are to enable candidates to develop a broad understanding in the key areas of:<br /><ul><li>media relations and media activities
  169. 169. publics and the media
  170. 170. the nature, roles and responsibilities of public relations
  171. 171. the organisation of public relations
  172. 172. general and specialist areas of Public Relations activities e.g. crisis PR, financial PR, corporate PR, community relations etc
  173. 173. sponsorship and exhibitions
  174. 174. personal development  </li></ul>JOB OPPURTUNITIES<br /><ul><li>Public Relations Specialist
  175. 175. Public Relations Director
  176. 176.   Corporate Communications Manager
  177. 177. Interactive Specialist
  178. 178. Consultant
  179. 179. Public relations account manager</li></li></ul><li>INTERNATIONAL RETAIL OPERATIONS LEVEL 2<br />SYLLABUS<br /><ul><li>Service, Product and Health and Safety
  180. 180. Personal Effectiveness and Merchandise Handling</li></ul>AIMS<br />The aims of this qualification are to allow candidates to develop:<br /><ul><li>a broad understanding of how a retail outlet operates and functions
  181. 181. a clear understanding of the individual's role in providing customer service in the retail
  182. 182. industry and ways in which they can contribute
  183. 183. an awareness of how to improve both their own performance and the organisation‟s in  order to contribute to business success</li></ul>JOB OPPURTUNITIES<br /><ul><li>Visual Merchandiser
  184. 184. Retail Category Manager
  185. 185. Shopper Marketing Manager
  186. 186. Export Managers
  187. 187. Display managers
  188. 188. Retail store manager
  189. 189. Distribution warehouse managers</li></li></ul><li>EMPLOYABILITY SKILLS LEVEL 2<br />SYLLABUS<br /><ul><li>Personal effectiveness at work  
  190. 190. Developing personal communication skills  
  191. 191. Develop team skills and positive working relationships  
  192. 192. Health, safety and security in the workplace</li></ul>AIMS<br />The aims of the qualification are to provide:<br /><ul><li>provide candidates with the knowledge, understanding and skills necessary to enter and remain in employment
  193. 193. help candidates to develop and enhance the essential skills and techniques required in the working environment
  194. 194. provide the opportunities for candidates to develop a range of personal qualities and attitudes essential for successful performance in the workplace.</li></li></ul><li>CUSTOMER SERVICE LEVEL 2<br />SYLLABUS<br /><ul><li>The Role of Customer Service
  195. 195. Delivering Reliable Service
  196. 196. Communicating Directly with Customers
  197. 197. Handling and Solving Customer Problems </li></ul>AIMS<br />The aims of this syllabus are to enable candidates to develop:<br /><ul><li>knowledge and understanding of the elements of Good Customer Service
  198. 198. the ability to apply these elements to realistic situations
  199. 199. an understanding of personal behaviors and processes that enhance service delivery
  200. 200. the ability to apply these behaviors and processes within the job role </li></ul>JOB OPPURTUNITIES<br /><ul><li>Customer Co- ordination Executive
  201. 201. Show Room Manager
  202. 202. Customer Marketing Professional
  203. 203. Customer service Representative
  204. 204. Account Director- customer Marketing
  205. 205. customer Service Specialists
  206. 206. Customer Service Operations Manager</li></li></ul><li>CUSTOMER SERVICE LEVEL 3<br />SYLLABUS<br /><ul><li>The Developing Role of Customer Service
  207. 207. Delivering Reliable Service
  208. 208. Communicating with Internal and External Customers
  209. 209. Handling and Solving Customer Problems and Complaints
  210. 210. Influencing Improvement and Effective Change</li></ul>AIMS<br />The aims of this syllabus are to enable candidates to develop: <br /><ul><li>knowledge and understanding of the advanced concepts in developing and delivering Good Customer Service
  211. 211. an appreciation of systems and procedures that enhance delivery of reliable and effective service
  212. 212. an understanding of personal behaviors and processes that enhance and influence service delivery
  213. 213. the ability to apply these behaviors and processes within the job role, in realistic situations  </li></li></ul><li>CONTACT CENTER LEVEL 2<br />SYLLABUS<br />Unit 1: Understanding Contact Centre Operations <br /><ul><li>Contact Centre Operations and Management
  214. 214. Providing Reliable Customer Service
  215. 215. Acquiring Customers
  216. 216. Developing Personal and Organizational Effectiveness </li></ul>Unit 2: Handling Inbound and Outbound Calls <br /><ul><li>Handling Incoming Calls Requesting Routine Product or Service Advice/Support
  217. 217. Handling Inbound Sales Calls
  218. 218. Making Outbound Sales Calls
  219. 219. Call Handling Techniques
  220. 220. Dealing with Challenging Service Situations
  221. 221. Actions associated with Call Handling
  222. 222. Follow-up Actions to Call Handling </li></li></ul><li>JETSET L4 (NEW JETSET LEVEL 4)<br />AIMS<br /><ul><li>If you are at Upper-Intermediate level, you have an effective, but not perfect, use of English.
  223. 223. Your ability You can talk almost fluently and almost completely accurately.
  224. 224. Everyday situations in an English-language environment do not worry you.
  225. 225. You can take part in extended conversations or discussions and your vocabulary covers almost every circumstance.
  226. 226. If you do not know a word you can almost always find a way of describing it.
  227. 227. You have a knowledge of some idiomatic English, phrasal verbs, and colloquial expressions.
  228. 228. You have studied all main areas of English grammar.
  229. 229. I can communicate confidently in a variety of situations.
  230. 230. I occasionally make mistakes in grammar and vocabulary but this does not prevent understanding.
  231. 231. I can use and understand some idiomatic language.</li></li></ul><li>JETSET L5 (NEW JETSET LEVEL 5)<br />AIMS<br /><ul><li>Advanced is the highest level most students attain without the total immersion of living in another country.
  232. 232. Your ability Your spoken English is both fluent and accurate.
  233. 233. Your vocabulary is wide and you have a good knowledge of collocation, phrasal verbs, colloquial expressions and idioms.
  234. 234. All common areas of grammar are familiar to you.
  235. 235. I can speak English fluently in most situations with few mistakes.
  236. 236. I have strategies for understanding new and unusual language.</li></li></ul><li>ENGLISH FOR TOURISM LEVEL 1<br />SYLLABUS TOPICS<br /><ul><li>Basic business reading comprehension in a tourism context
  237. 237. Composing a simple business communication
  238. 238. General spoken communication within a tourism context
  239. 239. Understanding and processing tourism-related information
  240. 240. Tourism-related tasks
  241. 241. Holiday and accommodation types
  242. 242. Leisure and business travelers and tourists
  243. 243. Methods of travel
  244. 244. Job roles in the travel and tourism industries
  245. 245. The specialist language of the tourism industry</li></li></ul><li>ENGLISH FOR TOURISM LEVEL 2<br />SYLLABUS TOPICS<br /><ul><li>Basic business reading comprehension in a tourism context
  246. 246. Composing a simple business communication
  247. 247. General spoken communication within a tourism context
  248. 248. Understanding and processing tourism-related information
  249. 249. Tourism-related tasks
  250. 250. Holiday and accommodation types
  251. 251. Leisure and business travelers and tourists
  252. 252. Methods of travel
  253. 253. Job roles in the travel and tourism industries
  254. 254. The specialist language of the tourism industry</li></li></ul><li>

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