Tertiary Catalogue

Chapter 1: Ask Questions Ask open questions. Keep control of the interview. Chapter 2: Research The customer. The product. The relationship. Chapter 3: Set Objectives Prepare alternatives. Look for other customers for your products. Look for other products for your customer. Show Less

Chapter 1: Closing the Sale Watch for buying signals. Ask for the order. Then keep your mouth shut. Chapter 2: Explain the Benefits Sell the benefits, not features. Relate the product to the customer's needs. Chapter 3: Meet Objections Objections can be a good sign. Make objections specific. Put them into perspective and give compensating factors. Show Less

Chapter 1: The Dictator Dictators hold strong opinions that you’re not going to change. Encourage them to talk. Don’t interrupt – let them reveal their prejudices. Their vanity can be used to close a sale. Chapter 2: The Ditherer The key to the ditherer is mental laziness – not bothering to plan things or see them through. So organise them. Listen to objections and restate them as positive requirements by saying ‘so what you’re saying is…’. The ditherer will worry about extra effort, so take the effort away from them. Chapter 3: The Ducker Duckers are anxious. They don’t want to take responsibility for making a decision. So test their objections by side stepping them – it will help you uncover any real hidden objections. Use their anxiety and sell them on the risks of not buying. Show Less

Chapter 1: Being a Consultant When you’re selling a service rather than a product, it’s even more important to build confidence and trust with your client. Try to identify their uncertainties, and help remove them through information and advice. Chapter 2: Being a Problem Solver When things aren’t working out, take time and identify the client’s real problem. Then help solve it by providing the means and taking the right action. People always remember good advice, even if it doesn’t lead to an immediate sale. Chapter 3: Being a Business Partner When you’re developing a relationship with a client, identify the mutual benefits arising from the relationship. Look for opportunities to join the client in a long-term professional alliance. Show Less

Chapter 1: Keep Trying Know what you’re going to say when you close – prepare your closes. If your first close fails, use recovery lines to get back on track. Persist by chasing up opportunities, expanding offers and keep the door open to new business. Chapter 2: Think Bigger When closing, be a salesperson, not a collecting agent. Widen your horizons and look for the upsell opportunities. Think of all the positive reasons the client should say yes. Chapter 3: Ask for the Order Try for an early close. It could save your time or teach you more about the customer’s needs. Build an agreement staircase towards closing the deal. Then use silence – let the customer speak first. Show Less

Although most people love retail shopping and are there to buy products or services, the reality today is that theft is a significant part of the retail environment. So, as an employee, a big part of your job is to help stop this. But how do you do that? In this programme, we explore the main ways this is done. It covers routine store security systems and procedures, and how you apply these to merchandise, cash, and equipment. Featuring interviews from two leading authorities on the subject – one a retailer, one a security systems expert – this is a practical and informative resource covering ways you can help minimise theft. Show Less

When you go shopping, the first thing that stands out is how clean a shop is. If it’s dirty or just plain messy, chances are you’ll walk straight out. As an employee, a dirty workplace also means more hazards for you. With a focus on one of Australia’s leading food retailers – Burger Edge – we explore the key skills you need to organise and maintain work areas, maintain safety standards, clean work areas and maintain equipment. Filmed in a dynamic contemporary retail environment, this is a practical and information-packed introduction to the systems and processes that keep work areas clean. Show Less

In a successful retail business, your stock will turnover frequently. The more people buy it, the more you’ll need to replace it. But how do you actually keep track of what’s come in, what’s gone out and what’s out the back? In this programme we take a comprehensive look at the skills, knowledge and attitudes required to handle stock in a retail environment. Filmed at the flagship store of Kryolan Cosmetics, we examine the importance of clean work areas, how to process goods safely, the best ways to receive and process incoming goods, how to process and store goods appropriately, and finally how to rotate stock. Show Less

Shopping, it's a pastime many of us know well. In fact for many people shopping is the ultimate leisure activity. Everyone loves a bargain, but how often do we think of the origins of the products we buy? Who made these products, under what conditions and at what cost to the environment? It may seem like we are getting a cheap deal, but what does the item’s production really cost our world? In this Australian-made, curriculum fit programme we tackle the issue of ethical consumerism, focusing on the global consumer, ethics, sustaining our future, fair trade and consumer choice. Show Less

The financial aspects of any retail store are vital to business success. It needs to be fast and accurate to help keep the business flowing well. Critical to this is good Point of Sale (POS) service and practice. This incorporates understanding and operating POS equipment, processing transactions, completing sales, cash and non cash handling, balancing the register, reconciliation of takings & accuracy of reporting. In this programme we see and hear from a leading retail industry expert about how the systems work to make the retail experience a fast and smooth operation that keeps their business responsive and successful, and hear about the ways to optimise effectiveness of retail POS handling. This is an educational and practical look at this vital area of the retail industry. Show Less

The retail industry is one of the biggest and most exciting industries to work in, but to succeed you need to know some very important skills. This inspiring and instructive series examines three key skill areas of the retail industry; customer service excellence, point of sale handling procedures and OH&S issues specific to the retail industry. Featuring instructive interviews and clear demonstrations from award-winning retailers and industry experts, this is a fresh and up-to-date series of programmes packed with accurate information about the systems and practices you need to know in order to thrive in this exciting industry. Show Less

In Australia, accidents in the retail workplace cost millions of dollars per year in direct costs and loss of production. Every year many people suffer a long-term injury, which affects their ability to work and enjoy life. Some even die. Employers and employees have legal responsibilities to keep workplaces safe and to reduce these risks, and the retail environment has some unique OHS conditions that you need to be aware of. In this programme we hear from both WorkSafe Victoria and the Shop Distributive and Allied Employees Association, as well as coal-face expertise from leading retailer Woolworths about the effects of workplace injuries, legal obligations, employer responsibilities, employee responsibilities, the main types of injuries and what to do if there is an OH&S issue. A positive and pro-active look at the issues and how to make your retail workplace safe. Show Less

These days it's vital that all employees as well as management are aware of Occupational Health and Safety, but the major issues of hazard control, good design, housekeeping and cooperation can sometimes be hard to apply in context. This innovative programme sparks the imagination with illustrations of good OH&S practice from the world of nature, as well as examining its implementation in several work locations. Show Less