Retail Excellence Program

Course Overview

Retail businesses vary in sizes from a one-man operation to large international organizations. In today’s competitive environment, customers’ demands are valuable and retail outlets have to bring variety of products in order to satisfy the diverse needs of customers. The success of retail management is dependent on the effective use of customers’ feedback, tailored products and performance of the managing team.

This course will provide deeper insights about retail management to the participants who are new in this business or the ones who have already entered but are trying to reach higher level in the organization.

Course Objectives

  • Define retail management and different types of retailers
  • Understand the characteristics of a successful retail manager
  • Learn about the key concepts of retail management
  • Identify the factors that generate demand for retail outlet in location or trade area
  • Compare and analyze the location opportunities
  • Identify human resource factors that can lead retailers to achieve competitive edge
  • Describe the challenges and issues related to retail management
  • Learn about the customer relationship management
  • Identify the best ways to obtain customers’ feedback and its use to make informed decisions
  • Understand the common legal and ethical issues associated with the sale and purchase of merchandise and effectively make international sourcing decisions

Course Content

  • Setting the foundation and customer service
  • Becoming a successful retail store chain manager
  • Consumer buying behavior and multi-channel retailing
  • Retailing strategies: Strategic planning about retailing and its financial performance
  • Retailing strategies: Decisions about retail location and selection of the sites
  • Developing human resource management systems and the use of customer relationship management systems
  • Merchandise management: Merchandise assortment, buying systems, and vendor relations
  • Retail communication, mix and pricing
  • Store management

Course Methodology

The training is going to be highly interactive combination of lectures, group discussions, questionnaires, individual reflections, role plays, simulations and videos.

Target Audience

  • Sales managers
  • Retail managers
  • Store managers
  • Merchandisers


3 Days (08:30–14:30) with appropriate breaks for tea/refreshments and lunch.

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