The Retail Environment

• Retailing and the Channel of Distribution
• Global Trends in Retailing
• Retailing Biggest Challenges
• Today's Retail Environment

What Customers Really Want

• Uncovering your Customers' Hierarchy of Needs
• Understanding the Customer Decision Making Process
• Customer Behavior Models

Retail Strategies

• Strategies for Competitive Advantage
• The EST Model: Achieving Strategic Positioning

Store Sales Performance Measurement

• What to Measure and When?
• Financial Analysis and Management
• Retail Ratios and Gross Margin Analysis
• Auditing the Retail Store Performance
• Understanding the Strategic Profit Model
• Computing the Return on Net Worth

Retail Sales Management

• The Role of the Retail Sales Associates
• Relationship Selling and Retailing
• The Importance of Recruiting Superstars
• Developing a Candidate Profile and Interviewing Skills
• Motivating Sales People
• Define and Measure Metrics and KPIs
• Developing Balance Scorecards for the Store and the Retail Sales Associates

Customer Service Management

• Trends in Customer Relations
• Shaping Customer Perceptions
• Developing your Own Service Strategy
• Customer Service Requirements
• Facts About Customer Complaints
• A Retail Success Blueprint