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RETAIL TRAINING NOTES

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INTRODUCTION

The objective of this course or subject is to make the trainee have a clear understanding of what is
required of him/her when performing different tasks within the said enterprises. It is these and
various task that one should be able to do or perform.

 Till operating
 merchandising
 Customer care
 Cash security
 Advertising
 Stock control
 Confectionary
 Deli or takeaway
 Fruit & veg
 Beverage
 Butchery

products or services that the enterprises will be selling.

Measurement of trainee

The employer uses two criteria to measure the trainee, these are effectiveness and efficiency.

Effectiveness It is the ability of the trainee to do the right task at the right time. One should not
perform other task without finishing the said task which the management would have
assigned to do.

Efficiency It is the ability of the trainee to use allocated resources and ensure the said task has
been completed, producing desired results. In this regard the trainee should be able to
utilise resources that one will have been given. For any problem the trainee should
always ask for assistance from management or supervisors.

IMPORTANCE OF TRAINING
 It enables one to have a clear understanding on the task operating of the enterprises
system.
 In order to reduce errors at work.
 In order to have product knowledge about the said task that one should undertake.
 In order to perform duties to the said standard
 In order to have good communication skills

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TILL OPERATING

It is part of salesmanship and it falls under the category of counter sales like any other professionals.
It involves the physically punching the prices of the product or scanning the bar code of the product
in exchange of the payments.

Types of tills

Ordinary and Computerised tills

Ordinary till operating

It is when till operating charges goods by physically punching the prices of the products during
transactions

Stages when making transaction using an ordinary till

(1) Punch in price & department 0ne by one
(2) Press total button
(3) Your till will show you total amount
(4) You ask for money
(5) You punch in amount received
(6) Press cash tender
(7) Your till will show you change………………….print receipt …………………….open drawer
(8) You give your customer receipt & thank the customer.

NB. (Journal feed) &(receipt feed) when changing receipt.

Control key of an ordinary till

Ordinary tills have control keys which controls all its functions.

a) PGM –programming date & time

b) REG-recording all daily transactions
c) X-calculating
d) L-locking
e) Z-showing monthly transactions

Computerised till operating

It is when a till operator charges goods by scanning of the bar codes of the products.

Types of scanners
 Physical scanner
 In-built scanner

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MAKING A TRANSACTION ON A COMPUTERISED TILL

(1) Scan or punch barcode

(2) Press enter key
(3) Your till will show you total amount
(4) You ask money from the customer
(5) You punch in amount received
(6) Press enter
(7) Your till will show you change ………….print receipt …………….open drawer.

Function of buttons on a computerised till

 Clear- when starting a new order

 P.L.U- for price look up/scanning of prices
 Recall- when continuing a suspending transaction or continuing with a transaction
 Open drawer- for opening the cash drawer
 Void- for removing unwanted products
 Void receipts- when you want to cancel
 Log on (switch on)- when starting a new day especially by a supervisor before the day
 Log off- when ending the day
 Suspend- when going for lunch or break time
 Cash- when payment is done by cash by a customer
 Cheque- when payment is done by cheque by a customer
 Total- sum of goods purchased, used when showing amount to be paid
 Bar code- a number recorded on a product used when recording all transactions
 Alter- when subtracting unwanted figures on transactions
 Subtotal- when you are showing the running total
 Enter- when entering all transactions
 Quantity- when entering two or more products of the same bar code
 Pick up- when surrendering cash to the cash officer before the end of the day

IMPORTANT TERMS
(i) Code of conduct- this is the document put in place to enhance and promote democracy
as well as instilling discipline within the employee
(ii) Float loose- is the money given to the till operator as change at the start of duty
(iii) Shortfall- is the amount below the required figure at the end of the day when balancing
cash
(iv) Till slip- print showing transactions at a particular time
(v) Surplus- the amount above the required figure at the end of the day when balancing
cash
(vi) Overing- is the process of changing till slips

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CASH SECURITY

The ability of the till operator to handle cash from the customer and ensure that it is well balancing
without causing shortfall

Procedures to be followed when implementing cash service

 Do not be talkative when accepting cash on behalf of the organisation as this may affect
your attention
 Do not be too fast when operating the cash register as this will lead to dishonest and
confusion to customers
 Always ensure your cash drawer is locked whenever you are going out
 Do not use telephone when you are operating a cash register
 Do not operate the cash register whilst you are two or more as this may lead to
dishonesty and confusion
 Do not allow any cash to be taken from your cash register without proper
documentation that you may remain with
 Ensure that you do not have excessive cash in your till rather do mini banking
 Do not entertain visitors, calls or read a book at the till
 Ensure that the cash register has the correct date or enough till roll that will facilitate
receipts as well as recording what is remaining

[Link] security is important on the basic as it determine availability of the organisation

IMPORTANCE OF CASH SECURITY

 IT determines the viability of the business

 It ensures the continuity of business
 It brings transparency & confidence to the business
 The organisation will be able to meet its objectives

Qualities of Till operating

 Be self-motivated =Seif driven , passion, interest

 Friendly-Greet , smile , thankful
 Patient-long heart
 Not indifferent-concerned , helpful
 Not temperamental at all times-not moody

Appearance
 Remember personal hygiene is very essential, if you look good you will have self-
confidence about your work
 Customers will be satisfied with your service, colleagues will perform better because of
your positive image at the till
 The supervisor will be satisfied, chances of promotion will also increase
 A dirty till operator will tarnish the image of the organisation

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  A till operator must ensure that his place of work is tidy and clear

CUSTOMER CARE

Customer service is the provision of service to customers before, during and after a purchase
 It’s a series of activities designed to enhance the level of customer satisfaction
 NB.A customer is a king is always right.
 A customer is anyone with potential to buy from any shop.

HOW TO OFFER QUALITY SERVICE

 Be ready to serve customers

 Friendly greeting, smile to customers
 Eye contact interesting and trustworthy
 Be accurate do the exact, correct and right thing at the right time

CUSTOMER EXPECTATIONS

 Quality service
 Cleanliness
 Hygiene
 Good atmosphere
 Friendly staff
 Fast and efficient

IMPORTANCE OF CUSTOMER SERVICE

 Satisfied customers will call again

 Satisfied customer will become an advertising agent
 It enhance good company image

WHAT CUSTOMERS BUY

They consider:

 Durability
 The economy e.g. how cheap or expensive they are
 Low running cost – Most Customers Run For Cheaper Goods
 Source – manufacturer

REASONS WHY CUSTOMERS REFUSE TO PURCHASE

 Do not know how to use the products

 Do not know your origination well
 Do not have enough time

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  Wants to consult the family members
 Wants to compare prices with other competitors
 Wants to shop around
 Quality of products do not meet customers expectation

HOW TO APROACH AND CONVINCE A CUSTOMERAS A MERCHANDISER

 Select the customer who approach your products

 Greet the customer in a pleasant manner
 Firs introduce your products before your self
 Hand the products to the customer
 Explain the benefit of the product to the customer
 Persuade the customer to take your product because he might have been sent for a
specific product
 Thank the customer and invite him/her to come again and wish a good day

ATTITUDE TOWARDS CUSTOMERS

 Be polite
 Be helpful
 You demonstrate products where necessary
 If your company allows you offer samples

HOW TO HANDLE COMPLAINING CUSTOMERS

 Remove complaining customers before influencing them to leave

 Introduce yourself to the customers
 Calm down the complainant and apologies quickly
 Avoid refunding money back
 Examine the products that you have sold
 Check the receipts and record the numbers
 Thank the customers for complaining
 Wish him/her a pleasant day
 When the customers are gone check and remove products with similar mistakes

TEN COMMANDMENTS

(1) A customer is the most important person in any business

(2) A customer is the reason why we establish our business
(3) A customer is the blood of the business, it means they determine the survival of the
business
(4) A customer does not depend on us but we depend on them
(5) A customer is not any outsider no customer no business

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 (6) A customer is not any interruption to our business but a purpose for it
(7) A customer deserves the most curtsey and attentive treatment ,handle customers with
tender loving care
(8) A customer is not someone to argue with always listen to customer needs
(9) A customer is not a cold static human being
(10) A customer is a king

SOURCES OF INFORMATION

Product knowledge can be obtained from the following, Training department and other
experienced member of staff.

(a) Core product knowledge: This is whereby one has to have a clear understanding about
the product, what a product does to the customer after purchases have been made.

(b) Tangible Product Knowledge: This is whereby the said individual should be able to
clearly demonstrate if he has fully understood what is expected when performing day to
day duties. One should be able to perform duties without guidance and maximum
supervision

MERCHANDISING:

Is offering the right product lines at the right time to the right customers. It involves planning,
organising and controlling of merchandise/product line for customer certification, it includes stock
control, sales analysis display product pricing.

At retail in store level, merchandising refers to the variety of products available for sale and the
display of those products in such a way that it stimulates interest and entices customers to make a
purchase.

Merchandiser: Is a person responsible for planning, organising, and controlling store projects line
meeting customer care expectations.

 He/she is employed by a manufacturer or distributor to offer product lines e.g. chibuku

 He/she ensures (FIFO) first in first out to be practised

DUTIES OF THE MERCHANDISER

 Clean and tidy up your work place

 Convince your customers to buy from your shop
 Pack fridges and shelves with products
 Mark product prices according to the employers instruction
 Explain to the customer about new products, how they are used and take care of.
 Observe safety in perishables

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  To demonstrate or advertise products

THINGS TO REMEMBER WHEN MERCHANDISING

 Horizontal arrangement- along schedules

 Pyramid arrangement
 Vertical arrangement
 Mixed arrangement

OTHER THINGS TO REMEMBER

 To practise (FIFO) and (LIFO) last in first out

 Goods must not be stocked anywhere in a shop to serve time and enjoy freedom
 Goods should be laid in their categories e.g. hardware, soft goods, food stuffs.
 Don’t handle food stuff with bare hands
 Observe safety in perishables
 Arrange goods in attractive manner
 Related goods should be closely packed
 Shelves should be clean at all times
 Always respond positively to customer questions
 Avoid cross contamination between raw foods and pre-cooked foods

ARDVERTISING

Is a way used by firms to make goods and services known to the public, also used by
manufacturers, wholesalers and retailers to make goods and services known to customers?

MEANS OF ARDVERTISING

Refers To where the advert is to be placed e.g. radio, newspapers, magazines, telephone e.g.

WAYS OF ARDVERTISING

(a) Hero worship: well-known figure/personality

(b) Ambition of success: buy certain items in order to feel successful
(c) Desire for any easy life: conveying message that better life by using a certain dress
(d) Comedy : someone who is funny
(e) Social acceptance: an athlete will buy sportswear in order to feel accepted at a sports
club.

TYPES OF ARDVERTISING

(a) Persuasive Advertising: persuading a customer to buy advertised goods

(b) Informative advertising: giving full information of the advertised product
(c) Competitive advertising : advertising a product with a lot of competition

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 (d) Collective / Generic : is when manufactures join together to advertise their product e.g.
lobels and bakers inn advertising bread
(e) Product advertising: good quality of product e.g. durability hoes cheap
(f) Primary advertising: great demand of new products that is going into the market
(g) Mass advertising: goods used every day e.g. sugar, salt, mealie meal.

STOCK CONTROL

a) Stock are goods or wares

b) Stock control: it is the regulation of incoming and outgoing stock to see whether the
business is making profit or loss

STOCK CONTROL METHODS

 Daily stock taking

 Weekly stock taking
 Monthly stock taking
 Yearly stock taking
 Spot stock taking
 Opening stock
 Closing stock

NB; always remember:

 Proper recording of transactions

 Recording of cash sale, purchase etc.
 Opening Stock –Sales = Closing Stock
 Closing Stock +Purchases = Opening Stock

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