Retail Management Level 3

Modules

Unit 1: The Context of Retail

• Retail management is changing
• Losing touch with consumers
• Market segmentation
• Rational models
• The role of experience in shopping
• Finding out how customers feel
• Brands: meaning and values

Unit 2: Customer Service

• What is customer service?
• The importance of customer service
• The experience of being in your store
• Locating the right product
• Solving customers' problems

Unit 3: Sourcing Your Retail Business

• The value chain
• What to stock and whom to sell it to
• Who to buy supplies from
• Inventory management
• Forecasting and early sales data
• Restocking and rapid supply

Unit 4: Getting Products to Your Customers

• Direct channels
• Access and convenience
• Standardisation
• Localisation
• Clustering
• Suppliers and manufacturer partnerships
• Point of purchase
• Distribution strategy

Unit 5: Your Pricing Strategy

• A return to haggling?
• Advertising and promotion
• Social media and publicity
• Is cheapest best?
• Costs
  Price-matching
• Sign-posting
• Customer loyalty schemes
• Other pricing strategies
• Real value integrity

Unit 6: Managing Your People

• Getting the right people
• Creating a customer-oriented culture
• Personality and motivation
• Managing performance
• Setting motivational SMART goals
• Expectations, value and brand
• Training and developing people
• Leading and managing people
• Role modelling
• Coaching
• Learning about people