Shop Floor Retail Bootcamp

Transcription

1 Shop Floor Retail Bootcamp A development programme for sales persons May 2018 Mystery Shopping Case Studies Role Playing

2 Shop Floor Retail Bootcamp A development programme for sales persons DATES 9 th May, 16 th May and 23 rd May 2018 FEE MEA Members per participant Non Members per participant This programme is applicable under the Investing in Skills EU training fund scheme. Click here for further details on how to apply. LECTURERS Lecture 1 Chantelle Micallef Lecture 2 Sarah Mamo Lecture 3 Etienne Borg Cardona & Stefania Calleja DURATION 3 Lectures of 4 hours each Lectures will be held from 9.00am to 1.00pm VENUE (session 1 & 2) PwC Academy, PricewaterhouseCoopers, 78, Mill Street, Qormi VENUE (session 3) Malta Employers Association, 35/1, South Street, Valletta

3 course DESCRIPTION The Malta Employers Association and PricewaterhouseCoopers are organising a training programme targeted to retailers who would like to develop individuals within their sales team to improve the client experience and in turn increase local sales. target AUDIENCE The programme is aimed at participants who work in any area of retail such as fashion, food, pharmaceuticals, retail, manufacturing, hospitality etc who interact with customers on a day-to-day basis. It is an opportunity for the retailer to increase their customer service and to learn from real experiences. It is also an opportunity to develop the team skills of their shop floor supervisor / upskill their sales people to a supervisor level. learning OBJECTIVES Exploring ways and means to increase sales Self-development of the participant Improving customer care and building client relationships learning METHODOLOGY The style of the session is classroom training whereby the trainer will bring in his expertise on the subject and participants can actively participate through case studies and role play. The following methodology will be used during the programme: Lessons learnt from mystery shopping Story telling Case studies from industries Role playing and peer learning course MATERIAL A slide deck will be provided to all participants together with any worksheets required. EVENT BOOKING T&Cs policy Please click here to view the MEA s Event booking terms and conditions and cancellation policy. CERTIFICATION A certificate of attendance will be awarded to every participant depending on the hours of attendance. Since the course will consist on intensive sessions with heavy participant involvement and discussion, attendance is limited to a maximum of twenty (20) persons. Applications will be accommodated on a first come first served basis. We reserve the right to alter the programme due to circumstances beyond our control. For further information / REGISTRATION Sharon Farrugia t: (+356) , admin@maltaemployers.com

4 TRAINERS Chantelle Micallef Chantelle Micallef joined PwC s Human Capital team in 2015 after obtaining a First Class Bachelor of Commerce (Hons) degree in Management at the University of Malta. She is currently also in the final stages of completing a Masters of Science in Human Resource Management from the Edinburgh Business School Heriot Watt University. In her role at PwC, Chantelle is responsible for a variety of areas including recruitment of both experienced hires and students, the development and delivery of training programmes for a wide range of audiences as well as main point of contract for PwC's 650+ workforce on a variety of people matters. Chantelle is also responsible for the oversight of the team which is responsible for student programmes within the firm. With regards to her training areas of interest, Chantelle has experience in the topics of customer service, presentation skills, communication skills, networking skills, teamwork, and debating skills. Sarah Mamo Sarah Mamo joined the PwC s Human capital team in November 2012 after completing a Bachelor s Degree in Psychology at the University of Malta. Sarah spent some time living and working in the UK where she worked for top retail brand Monsoon and Accessorize on Oxford Street. Here she was responsible for onboarding staff by delivering induction training on customer service, merchandising and sales techniques. She also worked on the shop floor putting into practice the training concepts she delivered. Sarah now heads the recruitment team in the Firm and is also a key soft skills trainer within PwC s Academy. In her role as a trainer, Sarah prioritises creating an open learning environment in order to help participants feel comfortable to contribute and in turn engage in a better learning experience. The training topics she has delivered include, but are not limited to, debating skills, presentation skills, networking skills, high impact business writing and developing your personal brand. Etienne Borg Cardona Etienne Borg Cardona is a certified public accountant and auditor by profession with a warrant to practice. Following experience in banking, accountancy and audit practice, he has had a thirty-year career in leadership positions in the private sector. He is the founding partner of Capital Advisory Limited, an independent advisory and consulting firm, and advises on corporate finance, financial management, business optimization, company restructuring and turnaround, and corporate governance. A Fellow of the Chartered Association of Certified Accountants and the Malta Institute of Accountants, he holds a Masters degree in Financial Services from the University of Malta, and is currently reading a PhD in Strategic Leadership and Management at Cranfield Business School, Cranfield University, UK. He is an elected council member of the Malta Institute of Accountants, and a member of the Malta Chamber of Commerce, Enterprise and Industry s SME and Family Business Committee. He holds the post of Assistant Lecturer at the University of Malta, and is responsible for industry outreach in the Department of Management within the Faculty of Economics, Management and Accountancy. He currently lectures in the Department of Management, Accountancy and Public Policy. He also lectures on the history of finance, commerce and money in modern economies at the University s Centre for Liberal Arts and Sciences, and is a visiting lecturer at Cranfield Business School, Cranfield University, UK. Stefania Calleja Stefania Calleja is the Head of Sales and Customer Relations for Simonds Farsons Cisk plc. She joined the group in 1993 with the inception of Pizza Hut in Malta as part of the Management opening team. She has since then acquired vast experience with proven track record in both FMCG as well as the Hospitality sector. As the Head of Sales and Customer Relations, Stefania sources and secures new business through the creation of a comprehensive package in terms of product portfolio, promotions and marketing to encourage clients to choose the company over the competition. She also coordinates the Dispense and Vending department, maintaining optimum levels of performance, service and productivity as well as leads the customer care team which incorporates quality assurance, sales, marketing and distribution. She sits on the Board of Directors of Ecopure which is a subsidiary of Simonds Farsons Cisk plc. Stefania holds a Master s degree in Business Administration from the University of Leicester and is presently reading a Diploma in Wines and Spirits at the WSET School in London.

5 SYLLABUS Training programme Session 1 Me, my role and the brand I represent Topics to be covered Motivational skills Personality development Team work Session objective The programme kicks off with a personal development module. The aim of this module is not only to motivate the individuals in terms of their role in the team and the brand they represent but specifically to cover: Session 2 On the Shop floor Session 3 My role in increasing sales Shop floor etiquette Customer care Shop floor sales techniques a) Core behavioural traits required to do this job effectively such as patience/attentiveness, clear communication, persuasion, politeness etc b) Team work on the shop floor (the different roles in the team) This module will build on the previous module and will look into the do s and don t s on the shop floor. Certain areas will be a reminder for the participants of proper etiquette whilst some other areas such as preventing theft, creative thinking even within the confines of a brand, body language and dress code (even in a uniform) would be good eye openers. This session will use story telling and real experiences and will also cover areas such as dealing with difficult customers, effective communication skills and after sales service. This module will challenge the participants a bit further than simply caring for the customer. This session will go into the A to Z of selling discovering buyers needs before launching into a sales pitch, uncovering buyers priorities and more importantly the skill of upselling. The trainer will use role plays and case studies and the training room will be a safe environment for participants to practice different techniques to determine what works (and what doesn t) for them individually.

6 REGISTRATION FORM Shop floor retail bootcamp A development programme for sales persons 9, 16 & 23 May 2018 SURNAME (Mr/Ms/Dr) FIRST NAME POSITION FIRM/ORGANISATION ADDRESS TEL A remittance for is enclosed. Course fee*: Members per participant Non-Members per participant Please note the new Booking Terms & Conditions & Cancellation Policy. For registration please complete this form. Forms accompanied by payment should be sent to: Malta Employers Association 35/1, South Street Valletta VLT 1100 Cheques should be made payable to: Malta Employers Association.