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 Retail Training Working in a retail environment means that you’re supervising a wide range of employees with varying levels of skill and enthusiasm. When those employees aren’t meeting your expectations, it’s up to you to give them some guidance; let them know something’s wrong and come up with a way to solve it. The lessons in this video aren’t limited to a retail setting nor are they only intended for problem employees. Use the tips presented here to motivate everyone on your staff, even those who are already doing well. $129.99 [Add to Cart] Successful brands adapt to the changing needs of their customers. They grow from their base of brand-loyal return buyers who support price premiums and healthy profit margins. By investing this additional cash in further brand building, they create a "virtuous circle" that carries them through inevitable downturns. A strong brand guides overall strategy and acts as an ambassador for entering new markets and launching new products that will succeed as long as they continue to build on core brand values. Program Highlights
Formats: DVD  Retailing is no longer a supply-based industry, it is now consumer-led the world over, and this trend will intensify. What store format is likely to succeed in the future? How will supply and distribution systems provide a competitive edge? In developed countries, saturated markets and low population growth mean that the successful retailer will have to expand into growth markets, but how, and where are the emerging markets? Leading retailers from around the world discuss consumer trends, merchandising, marketing, new technologies, and strategies for growth. (39 minutes) Produced - 1995
 Produced - 2005 This program is also available for online training – learn more What is courteous in one culture, may be disastrously discourteous in another! Learn how to satisfy the different expectations of customers with this video designed to help employees provide effective customer service to all external multicultural customers --face-to-face and on the telephone. It offers over twenty strategies to help people adapt their traditional customer service skills to domestic and international customers of all cultures. In addition to some basic interpersonal skills, the video offers specific techniques to help talk to customers who have a heavy accent or who may not be fluent in their language. Duration: 20 minutes
 Released - 2005 Harassment represents one of the most destructive workplace issues faced by public and private employers today. Now more than ever, it's important to train all personnel to recognize the various forms that harassment may take and implement measures to prevent it in your organization! Harassment Is offers realistic scenarios representing many different forms of harassment based on sex, age, race, disability, religion, and sexual orientation. Each harassment situation is presented by an on-camera host who adds additional content and insights to enhance the comprehension and retention of this critical information. Harassment Is will raise awareness regarding harassment and explain the do's and don'ts of creating a respectful work environment for everyone. Harassment Is will help employees learn how to...
Program includes: A 22 minute DVD or video, 10 Harassment Is Employee handbooks, leader's guide with customizable Harassment Is PowerPoint
Online Training Pricing Option:
 Featuring Johne Cleese, Produced - 1989
This program clearly demonstrates that the same guidelines for keeping customers satisfied apply in different situations, from sales to service to a retail checkout or reception desk. Customers can be trying; not all customers are pleasant. It's easy to put customers off; just be aggressive, or defensive. But it is vital to treat them all as personal guests, making them welcome and indulging their whims. In various realistic scenarios, staff resort to attacking behavior - by being patronizing or superior - or defensive behavior, where they ignore the customer altogether or fail to accept responsibility. The humorous sketches lay the foundations for customer care and provide a concrete set of behavioral rules to make customers happy and keep coming back. They provide a memorable demonstration of the do's and don'ts of customer care, which include finding a real need behind a request, agreeing a solution with a customer, and seeing things through to a successful conclusion. The benefits
A Video Arts production featuring Dawn French, Jennifer Saunders, Stephen Fry, Hugh Laurie and John Cleese. Produced in 1998 Length: 32 minutes Also available for online training, learn more!
 Best-Seller! Government version also Available “Customer service just isn’t what it used to be.” That statement can’t be supported with statistics but not many people would argue it. The GOOD news is that organizations offering EXCELLENT customer service now have a greater competitive advantage than ever before! Who Cares?, the new training program that can play a critical role in giving your organization just such an advantage! We’ve identified and illustrated the four simple but critical cornerstones of excellent customer service:
In reality, most customer service representatives really do care. But they often neglect, or fail to remember those basic behaviors that send that caring message to your clients. It’s also too easy for them to forget the important role they play in your organization’s success. Who Cares? provides both the information and inspiration your staff needs to provide winning customer service. Program Synopsis: An engaging host provides narration between a wide variety of realistic and thought-provoking customer service scenes. The viewer is reminded to put themselves in the customer’s shoes as “wrong way” and “right way” service examples are provided. Retail, hospitality, food service, banking and government settings along with man-on-the-street commentaries provide an informative and fast-paced training experience. Program Includes: A 21 minute DVD or VHS video, comprehensive leader’s guide, PowerPoint Presentation on CD-ROM and Who Cares?, handbook and leader’s guide.
 Release - 2009 A customer approaches your place of business, fully intending to buy something. Then, it happens…something frustrates the customer to the point where she changes her mind and leaves without spending a dime. The "it" is a "WAYMISH" and 2 out of 3 times, it results in the permanent loss of a customer.
The Supervisor Show component plays off the main show and further helps supervisors understand the unique role they play in setting the right tone and working with employees to prevent WAYMISHes. Content:
Length: Main show 18 minutes, Supervisor Show 10 minutes
 Best-Seller!
With recent legal changes, and the ever-increasing need to confront sexual harassment issues in the workplace, the challenges to comprehensive training have grown. The answer is It’s Up to You: Stopping Sexual Harassment, a complete and updated tool for managers and employees alike. This series uses real-world situations and a knowledgeable host to help your organization understand and stop sexual harassment behavior. Settings include office, healthcare, manufacturing, retail, education, and hospitality. It’s Up to You: Stopping Sexual Harassment for Employees - Join our host as she explains the law, and then introduces 14 real-world scenarios to illustrate the most common sexual harassment issues confronting organizations today, including inappropriate touching, slurs, jokes, computer-related materials, and much more. Clear, concise, and thorough, this version teaches employees how to recognize and stop sexual harassment in their work environment.(23 minutes) It’s Up to You: Stopping Sexual Harassment for Managers - Building on the extensive content of the employee version, this program delves deeper into the issues that confront supervisors and managers when dealing with sexual harassment. Each real-world scenario is followed by comprehensive discussions about tools, techniques, and the powerful roles that managers and supervisors play in stopping sexual harassment. (27 minutes) Key Learning Points:
Complete Series Includes: Two DVDs, Comprehensive Facilitator’s Guide and Reproducible Training Materials, PowerPoint presentation on CD-ROM, 25 Pocket Reminder Cards, and a Scenario-Only section following the core programs for customized training for each program. * Each program may be purchase separately - $795 each. Education and Government discounts available.
 With employee turnover rates as high as 60 percent in the service and hospitality industry, your organization may be losing thousands of dollars each year. Whether you work in a hotel, motel, casino, restaurant, food service or retail environment- to name just a few -you need good, quality employees who are a perfect match for their jobs. Show your interviewers how to hire the best candidates for your organization every single time by implementing behavioral-style interviewing, an approach developed by industrial psychologist Dr. Paul C. Green. This highly-acclaimed interviewing system has helped thousands of interviewers guide the job applicant in sharing their past experiences. This system is based on the premise that an applicant's past behavior is the best indicator of future performance. Key Learning Points
Includes: 32 minute DVD or video. Available in English, Spanish and Portuguese. The DVD version includes all three language versions on the same DVD
 Sexual Harassment: Is It or Isn't It? for the Retail Industry is a video-based training program with interactive vignettes designed to stimulate discussion about the not-so-obvious forms of sexual harassment and the hostile work environment it can create. In this discussion-centered video, viewers are invited to follow along as an employment law attorney explains eight dramatic situations that might be considered sexual harassment and the federal laws that apply to the retail industry. After viewing this video, your employees will be able to identify, stop and prevent quid pro quo and hostile environment sexual harassment, and employ several precautionary measures to avoid misunderstandings and accusations of sexual harassment in a retail environment. Key Training Points
Added features and benefits of DVD training include:
 Best-Seller This easy-to-follow program that features a series of workplace vignettes that illustrate disrespectful behavior and how to correct it. Both employees and managers will be able to use the seven commonsense "Guidelines" to discuss issues of respect in a diverse workplace as it relates to their own experience and behavior. The "Guidelines" are further broken down into "Simple Steps," which makes this an especially effective and user-friendly program. The vignettes include healthcare, manufacturing, retail, and office settings. Key Learning Points:
Program Includes: A 25 Minute DVD, Meeting Opener video on DVD, Vignettes only version, Leader’s Guide, Reproducible Participants Materials, PowerPoint Presentation on CD-ROM, Self-Study Overview CD-ROM and 50 “Simple Steps” Reminder Cards
 New Release - 2007
The best thing about dealing with a good salesperson is you don't feel like you're being sold to. As far as you're concerned you're just receiving good service. The art of selling is designed to equip your staff with all the skills and techniques they need to approach sales opportunities with confidence. To make this program as relevant as possible it looks at many different scenes in which all sales staff can relate to such as: department store, DIY store, bank services such as mortgages, overdrafts, loans and insurance, shoe shop and many more. The art of selling uses humorous right and wrong way scenarios to teach new skills in a memorable way. It covers the four key stages of selling, in both retail and financial situations:
Included in the program are specific DVD extras for both the retail and financial sales. These cover everything from handling complaints to dealing with obnoxious customer. The benefits
Program includes: DVD (28mins), DVD extras (10mins), Course leader's guide with fully resource training program, Group training workbook, Self-study workbook, PowerPoint presentation slides. All materials is customisable and provided on disc Also available for online training, learn more!
Released - 2005 Office, Industrial, Hospitality, Government, Healthcare & Retail Versions Available!Harassment represents one of the most destructive workplace issues faced by public and private employers today. Now more than ever, it's important to train all personnel to recognize the various forms that harassment may take and implement measures to prevent it in your organization! Harassment Is offers realistic scenarios representing many different forms of harassment based on sex, age, race, disability, religion, and sexual orientation. Each harassment situation is presented by an on-camera host who adds additional content and insights to enhance the comprehension and retention of this critical information. Harassment Is will raise awareness regarding harassment and explain the do's and don'ts of creating a respectful work environment for everyone. Harassment Is will help employees learn how to...
Program includes: A 22 minute DVD or video, 10 Harassment Is Employee handbooks, leader's guide with customizable Harassment Is PowerPoint
Online Training Pricing Option:
Produced - 1994 This witty program makes it painfully obvious that there is only one thing worse than a problem which leads to a dissatisfied customer and that's a problem that crops up again and again because no-one has attempted to solve the underlying issue. But not in the way the manager of a retail operation responds - by conducting a witch-hunt. She comes to realize that it is better to research the problem without apportioning blame to individuals. She also learns that it's important to let the people involved find a solution and this often means getting different departments to talk to each other. The benefits
Program includes: DVD (28 mins), Briefcase Booklet and Discussion Guide.
 Produced - 2007 Customer Service Zone Free Preview In the galaxy of customer service, Curt Hinderman’s lost in space. Until one dark night, when his car breaks down en route to a mandatory training session, and the tables are turned as he finds himself needing urgent help from his customers. Aided by the mysterious Angela, Curt discovers the essentials of great service – while taking your audience on a journey of discovery. As this fresh, entertaining tale unfolds, you’ll find your audience completely absorbed by the learning points, while training becomes simple yet highly effective. Enjoyable and easy-to-use, Customer Service Zone is an essential resource for all organizations serving customers. Key Learning Points:
Customer Zone is an excellent customer service training and can be used for:
Program includes: 18 minute DVD or VHS 50+ page leaders guide on CD with sample agendas, PowerPoint presentation; activities, closed-captioning and more.
 Inferior customer service doesn’t always mean that you have a nasty attitude or treat customers badly. Sometimes it comes as a result of not having the skills to close a sale. Teach your staff how to ask the questions that will lead to a sale, and how to listen to customers so that they leave with exactly what they want. Also, see how to up-sell by adding items that compliment the customers’ original purchase (for example, a jacket with a tie). In capable hands, good service can be mutually beneficial for both customer and employee. $149.99 [Add to Cart]
Find Out How to Calm – and Not Calm – the Caustic Client! Humorous, broadcast-quality
In Part 1, service representative In Part 2, • Easy-to-use – includes facilitators manual designed by service experts • Highly engaging – quick-paced, lifelike scenarios show how to handle angry customer calls • Save money – broadcast-quality video while saving 60% off average training video price • Save time – quick program for efficient learning and behavioral change • Versatile – use for meetings openers, training sessions, and more Main Learning Points on how to handle angry customers • Allow customers to vent • Acknowledge customers’ feelings • Take ownership of the issue • Avoid blaming the customer • Focus away from emotions, toward issues • Collaborate with customer to solve problem Special Bonus! Facilitator's Guide on CD-ROM types of difficult customers • PowerPoint Presentation • Interactive Activities • Trainee Worksheet • Discussion Questions • Pre and Post-Training Assessment
 There are many roles to play in operating a small business successfully. This case study presents an overview of what is involved in running a café such as; a typical day, customers, products, staff, legalities and regulations, operations and location and marketing. It provides a valuable insight into the priorities of a small business owner, operating within the framework of regulations, customer demands and fierce competition.
 Release - 2005 This DVD program is also available for online training - learn more "How do you treat a person with a disability? Like a person," explains Ron Cohen, Executive Director of United Cerebral Palsy of Los Angeles. This program helps viewers increase their awareness of the special needs of customers who are disabled. Real people with different physical disabilities describe the kinds of service they prefer and offer strategies and techniques designed to help individuals serve customers with disabilities more easily and effectively. Appropriate for building awareness and sensitivity to some of the service issues surrounding customers with disabilities. Duration: 15 minutes
 Discover a new perspective to the concept of 'win-win' with A Better Way, the story of three South African retailers faced with finding a new approach to their businesses. One, challenged with street vendors at their storefronts, decides not to view their presence as an impediment, but rather an opportunity for increased success through cooperation. First, they provide the vendors with push brooms and other tools so the debris from the fruits and vegetables they sell can easily be cleared from the area. Then they give each one a hat with the store's name on it (which the vendors are proud to wear). The result? Each business is enhanced and customers enjoy the convenience of a full range of goods in one location. A Second is a grocery chain trying to gain market share in the sale of fresh fish, an area where they have had minor success and little clout. Knowing they need a better-quality product from their supplier, they express this, along with suggestions for a more efficient means of storing the fish from sea to port. With these changes, the supplier is able to increase the quality of their product and both parties realize increased profitability. A side result: the vendor's competition makes similar changes, thereby improving the quality of fish in markets throughout the region. Our third story focuses on a young manager who realizes that being in the center of town keeps his store from a large base of potential customers dependent on bus transportation. These prospective patrons would have to walk 17 minutes out of their way to buy clothes at the store and, in doing so, risk losing their place in line at the depot. The answer? Open a store near the depot. Doing so allows them to increase profitability at both stores and make customers very happy. All it took was the willingness to reconsider store placement. A Better Way teaches viewers to:
A Better Way is a profound look at the power of cooperation from Dr. Stephen Covey, founder and chair of the Covey Leadership Center and author of The 7 Habits of Highly Effective People Includes: A 15 minute DVD or VHS video and Leader's Guide
 This package has been designed to fit any Career Cluster model. Instead of traditional courses, we developed Pathways comprised of Multimedia Pathway Units (MPU), and each MPU consists of varying multimedia pieces which are conveniently packaged together. The Fashion Marketing Pathway contains the following MPUs: Fashion Design Principles, Marketing Basics, Merchandising, Buying & Selling and Retail Management This package includes:
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 Workplace violence goes well beyond the well-publicized incidents of co-workers being shot on the job. It includes threats and attacks by customers or clients, assaults by criminals, and even domestic disputes that spill over onto the jobsite. Assaults and homicide are now the second leading cause of fatal occupational injuries (after transportation accidents) – and women make up 61 percent of all victimized workers. There’s no foolproof way to identify potentially dangerous employees or to completely prevent workplace violence. But you can control your risks by learning how to recognize the warning signs and enforcing proven policies to keep your employees safe while they work. Learn the do's and don’ts of preventing workplace violence during our 90-minute audio conference. You’ll gain hands-on advice for establishing and enforcing standards of conduct for employees, disciplining (and terminating) employees who pose a threat, and dealing with the legal and financial risks of workplace incidents. Plus, you’ll have a chance at the end of this call to submit your own questions about violence on the job, via phone or e-mail. You'll learn:
This audio conference was recorded on Thursday, September 27, 2007 About Your Speakers: Jon D. Fishbane, Esq., is a partner in the Naples, Florida, office of Roetzel & Andress, an employment law firm with 10 locations around the United States. He focuses his practice on advising and defending employers on issues ranging from employee discipline and termination to ADA, FLSA, FMLA, and union matters. His clients include commercial retailers and construction companies, real estate developers, public agencies and schools, and international businesses. He earned his law degree from Indiana University. Katrina Campbell, Esq., is the general counsel at Brightline Compliance, a Washington, D.C.-based human resources consulting and training firm that has provided advice and programs for more than 500 different companies and organizations. She has worked as an attorney with the national law firm McGuire Woods and served as in-house counsel for Capital One Financial Corporation and for AXA Equitable Life Insurance Company. She earned her law degree from Harvard University.
A Case Study in RetailThis case study approach features a small business management expert looking at two retail businesses run by two brothers, selling similar products but operating from two very different locations.
George Zimmer has succeeded in the retail industry by breaking many of the industry rules—especially those rules that seem to call for employees to receive low pay, little training, and lots of part-time work. The core of his company's success is its corporate culture, based on "servant leadership" values. These values seek to involve others in decision-making and enhance the personal growth of workers while improving the quality of organizational life. In this wide-ranging talk, Zimmer explains how his experience proves that a culture based on strong ethical values can succeed even within a competitive business environment. $129.99 [Add to Cart] Are you a creative person who likes to give every gift an extra-special touch? Then a gift-basket service is the perfect homebased business for you. In today's fast-paced world, few people have time to find that gift that's just right. Both corporate customers and individuals have found gift baskets to be the ideal solution, creating a rapidly growing market that means big profits for you. Startup is easy: There are few equipment requirements and no need for a retail store, so starting it from home, full or part time, is ideal And you can set your own hours and workload. Best of all, gift baskets are fun to create and practically sell themselves. Order your guide now! Add e-Business to your order, and learn how to take your business online. $59.99 [Add to Cart] Equip new supervisors with the confidence to step up fast to the critical demands of their new roles. These programs align together to help front-line supervisors, team leaders and new managers keep up with customer demands, manage team relationships and deliver bottom-line results. The knowledge and skills in this five-program series build upon one another for breakthrough learning. The Steps to Supervisory Success include the following programs:
The Steps to Supervisory Success program include:
 We as consumers all love a bargain, but when you are paying only $5 for a t-shirt, maybe it's time to ask some questions. What can you do to ensure you make informed and ethical consumer choices? How does globalization impact on our consumer decisions? In a free market consumers are not completely powerless as they have the right to choose and the power to withdraw their business.
Basic employee security program, employee theft, deterrents, handling cash, credits, shoplifting, and more. Runtime: 11 MIN. YOU WILL RECEIVE A FREE WRITTEN MATERIAL CD-Rom. CD-ROM of Written Materials may include: Leader's Guides, Questions & Answers, Manuals, and Power Points.
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