|
 |
DRM-2 COMMUNICATION & CUSTOMER-SERVICE |
 |
Communication With Customers: |
| |
 |
Communication through Product Demonstration |
|
Understanding Verbal Responses of Customers |
|
Understanding Body Language |
|
Assisting Customers in selecting the Right Product |
|
Assurance of Post-Sales Service |
|
Retailing of Special Products & Services |
|
Handling Price and Discount related Objections |
|
Handling Customer Objections & Complaints |
|
Handling an Angry Customer. |
|
|
Communication Within & Between Different Departments |
| |
|
Communication with Stores & Purchase |
|
Communication with Promotion Department and Product-Promoters |
|
Communication with Sales & Marketing |
|
Communication for implementation of discount schemes |
|
Communication with Media and Ad agencies |
|
Communication for development of new products |
|
Communication with Government Agencies |
|
Reporting Customer Feedback to Management |
|
|
Negotiation Skills required for handling of Suppliers. |
 |
|
DRM- 3 STRATEGIC PLANNING |
|
Sales Forecasting and Setting Sales Targets |
|
Deploying the Sales Targets as per product categories, brands and SKUs |
|
Reviewing Sales-Performance against Targets |
|
Management Information System and CRM Requirements |
|
Building Strategic Plans |
|
Using Balanced Scorecard in Retail Strategic Planning |
|
|
DRM- 4 HRD IN RETAILING |
|
Assessment of Manpower Requirements |
|
Recruitment & Selection of Manpower |
|
Defining Competency Matrix & Training Needs of different Functional Areas |
|
Development of Skills for various Functional Areas |
|
Allocation of Responsibilities & Authorities |
|
Inter-departmental Communication & Integration |
|
Establishing Remuneration Plans & Incentive Schemes |
|
Developing an Employee Manual |
|
Establishing and Implementing Suggestion Systems |
|
Human Resource Issues & Concerns |
|
Appointment & Motivation of Franchisees |
|
|
DRM- 5 LEGAL ASPECTS OF RETAILING |
|
Introduction to Law |
|
Contract Act |
|
Sales of Goods Act |
|
Tortious Liability |
|
Consumer Protection Act |
|
Consumer Forums & Consumer Courts |
|
Quality Control Measures by Law |
|
Laws Relating to Foods & Drugs |
|
Laws Relating to Weights & Measurements |
|
Shop Act Laws |
|
Packaging Regulations |
|
Franchisee Contracts |
|
Taxation Laws |
|
Labour Laws |
| |
|