Retail Trade

Retail Butchery Training for the Unemployed

Network: 
National Organic Training Skillnet
Duration 10 weeks 2 days training and 2 days work placement each week.
Comment Accreditation:
• FETAC Level 4 Food Hygiene
• NBA Certificate of Attendance
• FSAI Level 2
Number of Places 20
Course Fee N/A retraining for unemployed persons
Subjects Taught The programme is grouped into 4 Units:
Unit 1: Induction (1 day)
• Health & Safety
• Company Policies & Procedures
• Industry Overview

Unit 2: Food Hygiene FETAC Level 4 (2 days)
• Hygiene and Safety
• Food Contamination
• Cleaning and Pest Control
• Legal Standards for Food Handlers
• Design and Layout of a Food Premises

Unit 3: Meat Preparation and Display (18 days)
• Practical Meat Cutting Skills
• Preparing cuts for sale (Beef, Lamb, Pork, Bacon, Poultry)
• Knife Sharpening
• Tray Packing, Wrapping
• Tagging, Product Display
• Uses of various Cuts
• Practical Cookery Tips
• Customer Focus
• Customer Contact Skills
• Quality Service, Policy and Practice
• Dealing with Difficult customers
• Customer Legislation/rights

Unit 4: Work Placement (20 days)
The NBA will assist participants in obtaining work placement in high quality outlets. It will endeavour to place participants in outlets that may have prospects of either part-time or full time employment.

FETAC Code L12207: Food Hygiene
Enrolment and Start Dates Comment Now enrolling commencing Autumn 2013
Course Content Foundation Skills in Retail Butchery
What is the Foundation Skills in Retail Butchery programme? The Foundation Skills in Retail Butchery programme is a part time course designed to give unemployed people an opportunity to gain skills that can lead to employment in a wide variety of areas including, retail outlets, meat processing plants, restaurants, farm shops, meat market stalls and butcher shops. The FETAC Qualification offered by NBA meets the stringent and necessary requirements for food handlers. In addition to the FETAC award participants will also gain the knowledge required to meet the requirements of the Food Safety of Ireland Level 2.

Training Methods:
The programme will be a blended learning experience for the participants. There will be a mix of classroom based learning covering the theory and legislation and practical application carried out by highly qualified tutors. In addition to the training in the NBA training centre participants will be placed in suitable work placement to gain valuable experience in the day to day running of a busy retail outlet. This mixed methods approach is in line with recognised international best standards and has been successful in providing participants with enhanced employment prospects.

Programme details:
The programme will consist of 240 hours training over a 10 week period. The participants will be trained in 2 groups of 10. This will be broken down into 120hrs direct training in the NBA training centre 2 days per week over the 10 weeks. It will also require the participants to do a minimum of 120 hours work placement. As part of the on-going process regular feedback, de-briefs and evaluations will be carried out by NBA staff and the National Organic Training Skillnet.

Further Enquiries Sean McGloin
Network Manager
Mob: 086 172 8442
Tel: 071 964 0688
Email: info@nots.ie
Eligibility see http://www.skillnets.ie/job-seekers/eligibilty-criteria/
Learning Outcomes Having successfully completing the Foundation Skills in Retail Butchery programme participants may look to further their development in this field by participating in further training and development opportunities in their chosen field. This progression can be facilitated by NBA Training by identifying suitable opportunities.
Trainer National Butchery Academy
Location of Course Training in Ballinasloe Co Galway and work placement Nationwide
Course Web Page: 
http://www.nots.ie/courses.php
Available to Job Seekers: 
Yes
Certified: 
Yes

Sales through Service

Network: 
CCMA Ireland Skillnet
Duration 2 days
Course Content Programme Overview
The objective is to increase the number of leads generated by agents and to have 100% of employees participate in the programme.

The aim of the sales through service workshops is to increase understanding of the importance of the lead generation programme for the growth of the company. We need to identify agents strengths and weaknesses in this area in order for us to understand the areas we need to work on so that we can meet our objective.

Who is this Course For?
Team leaders who wish to develop their coaching skills, giving themselves, and those directly influenced by their leadership, the ability and zeal to satisfy the customer.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes Upon completion of this program, success should be achieved in the following areas:
• Sales of Ports (connections from other networks) to target
• Sales of product to overachieve target
• Mystery Shop to achieve a rolling average of 75%
• NPS score
• 100% compliance to Mystery shop questions
• Enabling a change in culture from a customer led sale to a Consultant led sale
• creating a shift from a passive response to competitor analysis to one where products are sold as the clear winner
• producing individual employees who strive to assist the customer however possible with the use of enthusiastic team work
Course Web Page: 
http://ccma.ie/page.php?s=training&id=263
Available to Job Seekers: 
Yes
Certified: 
No

Customer Retention, Up-sales & Service Improvement programmes

Network: 
CCMA Ireland Skillnet
Course Content Programme Overview
The Customer Retention Programme provides telephony workers with new tools and practices to improve their customer interactions. The programme promises its executive sponsor both a persistent change in telephony behaviour and a financial outcome change such as increased customer lifetimes, improved customer retentions or improved upsales.

This programme brings recognition to the contact centre management profession and will promote continuous professional development of contact centre professionals.

Who is this Course For?
Contact Centres are unique business units that help organisations meet the challenges brought by constantly changing markets, business environments and technology. In recent years the Contact Centre business has experienced significant growth in Ireland and attractive career opportunities are available.

Specialist knowledge and skills will be needed by those who aspire to leadership roles in this business.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes The objective of the programme is to change the way that a telephony based operation organises its operational practice so that telephony based workers can improve their customer interactions by:
1. Making stronger and more reliable promises to customers about what they will deliver,
2. Putting in place group learning systems that promote rapid knowledge sharing
3. Enabling senior management to have more direct control on the behaviour change going on in their contact centre
4. Connect the team managers personal objectives to business outcomes.
Methods of Assessment This programme will improve the operation of the overall business. At the end of the programme an assessment of CSR capabilities will be carried out with regard to two key areas:
1. Understanding of the promise framework and using the promise structure as the basis for all their telephony interactions
2. Ability to participate in the Learning Team shared learning environment
The programme will promise at a team level:
1. A significant positive change in call behaviour against predefined criteria
2. A significant positive change in one of: Customer Avg Lifetimes, Customer Retention, Upsales in a service environment.

Learner Support:
Our Tutors & Training Staff are available to support learner via telephone and / or email throughout the duration of the course programme.

Course Web Page: 
http://ccma.ie/page.php?s=training&id=257
Available to Job Seekers: 
No
Certified: 
No

Customer Service & Telephone Complaint Handling

Network: 
CCMA Ireland Skillnet
Duration One day workshop
Course Content Programme Overview
The aim of this workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers over the telephone, especially when dealing with irate customers. Participants will learn how to deal with customer complaints in a caring, assertive and professional manner without reacting inappropriately; resulting in satisfied and loyal customers.

Who is this Course For?
A practical and interactive one-day workshop, the course is designed for staff, who talk to customers each day by telephone – includes customer service, administration, reception, accounts, order processing to name but a few.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes After completing the course, each participant will be able to:
• Apply highly developed communication skills for improved customer relations
• Present a professional image and create the right impression even under pressure
• Build confidence with the customer, whilst portraying a helpful and friendly attitude
• Be able to know how and when to control the call
• Learn the importance of tone of voice to put customers at ease and create empathy
• Apply the 5 key factors (RATER) and deliver great customer service every time
• Learn to really listen to customers, ask the right questions and understand their needs
• Keep promises, keep customers informed, meet expectations & respond quickly and effectively
• Apply adaptable skills to deal with difficult situations confidently
• Differentiate between different levels of dissatisfaction and respond appropriately
• Encourage customer feedback and make it easy for customers to complain
• Learn to be assertive when dealing with different personalities and aggressive behaviour
• Deal with criticism, remain calm, speak clearly and defuse the situation
• Manage customer complaints and difficult situations in a confident and competent manner
• Resolve customer issues and turn complaints into opportunities
• Provide a more personalised service generating happier customers
Course Web Page: 
http://ccma.ie/page.php?s=training&id=258
Available to Job Seekers: 
Yes
Certified: 
No

Effective Outbound Telephone Sales Techniques

Network: 
CCMA Ireland Skillnet
Duration A practical and interactive one to two day workshop
Course Content Programme Overview
The aim of this workshop is to help sales staff achieve a greater appreciation of the importance of making outbound calls and to become more effective in their ability to influence and communicate with customers using the telephone to grow sales.

The participants will gain a greater awareness of customer’s expectations, learning to develop the necessary skills and techniques in to confidently make outbound calls to increase sales whilst building valuable customer relations.

Who is this Course For?
A practical and interactive one to two day workshop, the course is designed for all sales staff who make outbound telesales calls to new customers or follow up calls to incoming enquiries, sales and customers.

Learner Support:
Our Tutors & Training Staff are available to support learner via telephone and / or email throughout the duration of the course programme.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes After completing the course, each participant will be able to:
• Apply highly developed communications skills to increase sales and customer relations
• Overcome reluctance, handle rejection and create opportunities through outbound calls
• Become more assertive in their daily exchanges by phone
• Improve their efficiency on the telephone through better preparation and planning
• Present a professional image, create the right impression and build trust with the customer
• Really listen to customers and pre-empt customers’ needs through skillful questioning
• Talk to customers in their own language and know how & when to control the call
• Guide the customer through each stage of the sales presentation
• Develop attention grabbing introductions so customers will want to talk to you
• Be able to ask the right questions in order to qualify sales and get customer feedback
• Build a case, handle objections and qualify the price
• Learn the importance of tone of voice to create empathy and influence customers
• Write slick sales scripts to win sales and happier customers
• Show discretion and tactfulness, when helping customers make the right decision
• Learn to recognise buying signals, know when to ask for the order and close the sale
• Apply adaptable skills to generate additional sales in a confident and competent manner
Course Web Page: 
http://ccma.ie/page.php?s=training&id=259
Available to Job Seekers: 
Yes
Certified: 
No

Consultative Selling

Network: 
CCMA Ireland Skillnet
Subjects Taught Primary Units Covered
• Opening the Sales Call
• Customer Requirements
• Customer Behaviour
• Presenting Benefits
• Handling Objections
• Closing the Sales Call
FETAC Code B30154: Consultative Selling
Course Content Programme Overview
This programme is designed to provide participants with the necessary skills to enhance their personal selling skills and increase the rate of success during the sales process. Over five days our trainers will guide learners through the common types of customer behaviour and identifying the interpretation skills required to correctly identify personal needs, business needs and potential sales opportunities.

The programme aims to utilise participants existing knowledge and skills and build on them. Our aim is that the learners will, on completion, have sales prowess. That commercially and personally, the learner achieves increased customer satisfaction, and increased sales from both new and existing sales channels.

Who is this Course For?
Sales Personnel wishing to improve customer interaction and increase sales.

Learner Support:
Our Tutors & Training Staff are available to support learner via telephone and / or email throughout the duration of the course programme.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes Participants who successfully complete this module will be able to:
• Understand how to set realistic objectives
• Acquire the ability to open a sales call effectively
• Develop an awareness of how to analyse customer behaviour
• Acquire the skills to identify and present benefits of a solution that address the personal and business needs of the customer.
• Understand how to uncover and deal with customer objections.
• Appreciate the need for sales call closing strategies.
• Work effectively as a sales manager
Methods of Assessment Compile report, based on the participant’s research, providing a clear indication of the learners understanding of the theory and their ability to understand its practical application.
Location of Course Nationwide
Course Web Page: 
http://ccma.ie/page.php?s=training&id=247
Available to Job Seekers: 
Yes
Certified: 
Yes

Contact Centre Management

Network: 
CCMA Ireland Skillnet
Course Content Programme Overview
The Contact Centre Management Association (CCMA) Ireland is delighted to partner with the Institute of Bankers School of Professional Finance to offer the Certificate in Contact Centre Management. This course is designed and delivered in collaboration with contact centre industry professionals and will be a valuable resource for all of our members in the Contact Centre Industry.

Course Information & Learning Outcomes
This programme brings recognition to the contact centre management profession and will promote continuous professional development of contact centre professionals.

Learner Support:
In addition to the webinars and on-line workshops, candidates will also have access to:
• Specifically written, comprehensive and user-friendly study manual
• All webinars will be recorded and will be available to access 24/7
• Entry to the examination
• Access to the online student centre (using your password (which will be sent to you following registration), including:
 Online study guide
 Individual Webinar schedule
 Webinar notes and handouts (where available)
 Pilot exam paper
 Individual examination schedule
 Secure access to your examination results

• Tutor contact through an email helpline

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes • Explain the role, responsibilities and importance CCM’s
• of the contact centre manager Demonstrate how CCM’s can impact current organisational priorities and relationships with stakeholders
• Illustrate how the CCM’s can act as a coach in employee development
• Describe the dynamics of teams, organisational culture and change management
• Evaluate the internal and external features of the contact centre environment
• Assess how the contact centre environment is evolving and what will be required of managers in the future.
Methods of Assessment Assessment at the end of each module—Written Essay Style

In addition, each module will also be supported by two on-line workshops, delivered during and at the end of the webinar series. The workshops will work through two case studies which will develop themes explored in the webinars, and through reading the material.

Location of Course Nationwide
Course Web Page: 
http://ccma.ie/page.php?s=training&id=241&c=
Available to Job Seekers: 
No
Certified: 
Yes

Customer Service

Network: 
CCMA Ireland Skillnet
FETAC Code D20151: Customer Service
Course Content Programme Overview
This Programme has been designed to equip learners who are involved in Customer Service with a dual focus – ensuring excellence in the service they provide and through excellent service increasing sales, referrals and positive brand impact.

The programme aims to develop the capabilities of Customer Service Representatives, to that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.

Who is this Course For?
The course is aimed at Customer Service Representatives who deal with customers directly.

The programme aims to develop the capabilities of Customer Service Representatives, so that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.

Learner Support:
Our Tutors & Training Staff are available to support learner via telephone and / or email throughout the duration of the course programme.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes On completion of the programme, participants will be able to:
• Identify and anticipate customer needs and wants
• Positively influencing Customer Perceptions
• Deal with a range of challenging situations
• Implement a quality Customer Care Policy
• Deliver Effective Customer Service under challenging circumstances
• Identify provisions that may be needed to satisfy different customers needs
• Evaluate the impact of Customer Service
Methods of Assessment Assessment and Evaluation:
Assignment (20%)
Exam (20%)
Skills Demonstration (60%)

Assignment
Produce a report, based on an investigation on customer service skills, logging both the customer and the customer service representative’s behaviour, over a period of an hour.

Exam
Conducted on Day 3, consists of learners being required to answer 2 out of 3 questions over one hour.

Skills Demonstration
Learners will have an opportunity to be assessed on a range of customer contact skills.

Location of Course Nationwide
Course Web Page: 
http://ccma.ie/page.php?s=training&id=242
Available to Job Seekers: 
Yes
Certified: 
Yes

Customer Service

Network: 
CCMA Ireland Skillnet
FETAC Code D30151: Customer Service
Course Content Programme Overview
This programme is designed to enable the learner to appreciate the importance of the customer to an organisation. To understand the role and responsibilities of the frontline representative of an organisation, to understand the team work necessary to meet customer needs and expectations. It allows for participants to become familiar with relevant legislation and to develop a customer oriented quality service consistent with best practices and standards.

The programme aims to develop the capabilities of Customer Service Representatives, to that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.

Who is this Course For?
The course is aimed at Customer Service Representatives who deal with customers directly.

The programme aims to develop the capabilities of Customer Service Representatives, so that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes On completion of the programme, participants will be able to:
• Targeting Customers
• Principles of Customer Services
• Customer Contact Skills
• Setting and Monitoring Customer Services Standards
• Consumer Protection Legislation
• Specialist Option
• Developing a Customer Service Programme for Staff
Methods of Assessment Assessment and Evaluation:
Project 50%
Assignment (2) 50%

Project:
Candidates will be required to develop a customer service programme for a specialised industry, business or organisation and to deliver a service session / presentation on the programme developed.

Assignment 1
Candidates will be required to investigate and analyse customer service policy and practice in an organisation.

Assignment 2
Candidates will be required to select and apply primary market research methods to investigate and analyse the levels of consumer satisfaction in a specific area.

Location of Course Nationwide
Course Web Page: 
http://ccma.ie/page.php?s=training&id=245
Available to Job Seekers: 
Yes
Certified: 
Yes

Retail Management Practice

Network: 
IBEC Retail Skillnet
Duration The duration of the programme is three years part-time The programme commences in Dublin in September 2012 and will involve learners attending two days per month from September – June.
Number of Places 60
Course Fee 50% funded by Skillnets cost to learner is €1,000 per year
Subjects Taught The programme includes the following modules:
Year 1:
Learner Development & Study Skills (5)*
Principles of Marketing (10)
Retail Information Technology (5)*
Legal Issues in Retail (5)
Communications (10)
Retail Marketing (10)
Year 2:
Human Resource Management (10)
Business Organisation & Management(5)*
Economics (5)*
Psychology & Work (5)
Business Information Systems (5)*
Retail Management (10)
Store Design, Atmospherics & Merchandising (5)*
Year 3:
Financial Accounting in Retail (10)
Buyer Behaviour (5)
Marketing Research Methods (5)
Operations Management (10)
E-commerce & E-tailing (5)
Services Marketing (5)
Strategic Retail Management (10)
Entrepreneurship & Innovation (10)
Note: ECTS credits in brackets
A 30 ECTS Minor Award (Certificate in Business) is embedded within the Degree programme. The modules on the Certificate are denoted by *

Work Placement (30-15 credits per academic year)

Course Content The course involves learners undertaking four main themes which can be identified under the broad umbrella of retail: management, people, marketing and IT.

Entry Requirements Applicants should have relevant retail experience (one-year full time or part time equivalent) AND one of the following:
1. A grade D3 in ordinary level English, Mathematics and three other subjects of the Leaving Certificate Examination (or approved equivalent) OR
2. Holders of a full FETAC Level 5 Award OR
3. Those who have completed the LYIT Preparatory Studies for Higher Education Programme OR
4. Mature Students i.e over 23
Further Enquiries Please contact Theresa on:
Tel: 0833527277
email: theresa@ibecretailskillnet.com
Location of Course IPA, Ballsbridge, Dublin 4
Course Web Page: 
www.ibecretailskillnet.com/new-retail-degree
Available to Job Seekers: 
No
Certified: 
Yes
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