Customer Service
This course is for anyone who deals with customers as part of their daily functions / tasks. How can all employees in your organisation learn to provide good service to one another and the customer? How can your front line staff learn to amaze customers?

These are the challenges facing organisations nationally and internationally and some of the key issues addressed on Attending to Customers.

Learning Objectives
The following learning outcomes will be achieved by completing this course successfully:
• Handling customer queries an complaints effectively
• Referring customers to internal and external resources to improve customer service
• Assisting fellow workers during busy periods
• Grooming habits and dress codes
• Maintaining the corporate image
• Identifying customer needs and wants
• Moments of truth

Duration of the course
The course duration is a workshop attended for 2 full days (includes assessment time)

Cost of the course
• R 2995.00 including VAT
Selling Skills
This learning programme is intended to provide you with the necessary skills to approach and receive customers; turn features into benefits while making a sale, deal with objections and close the sale, and provide a high quality service to the customers you deal with every day and carry out established and familiar procedures in familiar environments.

Learning Objectives
The following learning outcomes will be achieved by completing this course successfully:
• Approach customers in a manner that encourages their sales techniques;
• Identify customer needs;
• Match their product range to the identified needs;
• Identify buying signal
• Overcome objections
• Close the sale and future business
• Introduce customer to after-sales options

Duration of the course
The course duration is a workshop attended for 2 full days (includes assessment time)

Cost of the course
• R 2995.00 including VAT
Cashier / Checkout Operator
This learning programme is intended to provide you with the necessary skills to process payments at a Point of Sale (POS), pack customer parcels, and provide a high quality service to the customers you deal with every day and carry out established and familiar procedures in familiar environments.

Learning Objectives
The following learning outcomes will be achieved by completing this course successfully:
• Perform start and end of day functions at POS
• Process payments at POS
• Minimise losses at POS
• Replenish cash at a POS float
• Perform cash up
• Explain the factors the impact on the packing of customer purchases
• The importance of packing customer parcels correctly Is explained
• Prepare to record transactions at POS and perform end of day functions
• Record transactions
• Interact with customers while recording transactions
• Record transactions in a manner that prevents stock losses
• Maintain stock balances while recording transactions
• Identify the standards of customer service
• Present a positive image to the customer
• Respond to a customer enquiry in a positive manner

Duration of the course
The course duration is a workshop attended for 3 full days (includes assessment time)

Cost of the course
• R 5995.00 including VAT
Basic Business Calculations
This course is for anyone who is involved in the business in any way that requires an understanding of basic business financial literacy so they can contribute meaningfully to the control of expenses and generation of profit within their organisation. They will capable of calculating percentages, using a calculator correctly, calculate profit, shrinkage and other general wholesale and retail calculations

Learning Objectives
The following learning outcomes will be achieved by completing this course successfully:
• Basic use of a calculator
• Identify elements on an income statement
• Calculate gross and net profit
• Identify expenses requiring improvement
• Identify ways of reducing expenses
• Identify ways to reduce shrinkage

Duration of the course
The course duration is a workshop attended for 2 full days (includes assessment time)

Cost of the course
• R 1500.00 including VAT

Shelf Packer / Filler
This learning programme is intended to provide you with the necessary skills to receive and display merchandise in your store effectively, and provide a high quality service to the customers you deal with every day and carry out established and familiar procedures in familiar environments. At the end of this training course you will be able to apply customer service in line with the policies and procedures of store, mark and display merchandise according t your organisational requirements and policies, erect and dismantle displays for merchandise, price, maintain and care for stock and price tickets and contribute to the general safety and profitability of your store.

Learning Objectives
The following learning outcomes will be achieved by completing this course successfully:
• Prepare for stock count
• Count stock
• Perform post stock take housekeeping functions
• Build, ticket and dismantle promotional displays
• Maintain promotional displays
• Display merchandise given a display instruction
• Mark merchandise with labels, tickets and signage
• Maintain displays and layouts
• Maintain safety and housekeeping whilst marking and displaying merchandise
• Prevent shrinkage and losses whilst marking and displaying merchandise
• Maintain stock in the stockroom in order to enhance efficiency of the supply chain
• Identify the standards of customer service
• Present a positive image to the customer
• Respond to a customer enquiry in a positive manner

Duration of the course
The course duration is a workshop attended for 3 full days (includes assessment time)

Cost of the course
• R 5995.00 including VAT
Merchandiser
This course is for anyone who is responsible for applying a given instruction by marking and displaying merchandise. Learners are also required to implement promotional instructions and build promotions displays. Learners studying this course function under general supervision and carry out established and familiar procedures in familiar environments.

This course is similar to the Shelf Packer course but does NOT include the stock taking and customer service component

Learning Objectives
The following learning outcomes will be achieved by completing this course successfully:
• Mark merchandise correctly;
• Display merchandise and maintain the displays;
• Replenish merchandise in displays;
• Minimise stock losses;
• Interpret promotional instructions
• Build and maintain promotional displays;
• Apply housekeeping practices to merchandise


Duration of the course
The course duration is a workshop attended for 2 full days (includes assessment time)

Cost of the course
• R 3500.00 including VAT
Till Packer
This course is for anyone who works at a POS or till and is responsible for packing customer parcels. The course is suitable for till assistants, packers and cashiers and can be added to the cashier course

Learning Objectives
The following learning outcomes will be achieved by completing this course successfully:
• Identifying various types of packaging
• Understanding the legislation related to the use of packaging
• Packing parcels using the correct packing techniques
• Adhering to safety requirements when packing customer parcels
• Minimising shrinkages and losses when packing parcels
• Applying proper customer service standards

Duration of the course
The course duration is a workshop attended for 2 full days (includes assessment time)

Cost of the course
• R 1500.00 including VAT
Receive Stock
This course is for anyone who works in a retail store and handles the receiving of stock from suppliers. This course is suitable for Supervisors, Team Leaders, shop assistants, receiving clerks and stores assistants.

Learning Objectives
The following learning outcomes will be achieved by completing this course successfully:
• How to identify stock losses and shrinkage and the prevention
• How to rotate stock and which stock to rotate
• What the supply chain requirements are for your organisation
• How to apply good housekeeping practices in your store
• Receive the stock correctly at the store
• Receive stock in the store
• Record the stock received
• Ensure that stock received is the correct stock

Duration of the course
The course duration is a workshop for 2 full days (includes assessment time)

Cost of the course
• R 2995.00 including VAT
Behave Professionally
This course is for anyone who has contact with customers and the broader public and is required to understand the importance of behaving professionally in any business environment. The skills will allow you to identify the body language signs of customers and to deal with the customer’s needs in an ethical and professional manner.This course is suitable for any retail staff from assistants to Managers.

Learning Objectives
The following learning outcomes will be achieved by completing this course successfully:
• Generally accepted methods for promoting the image of organisations.
• Organisation’s requirements in respect of personal appearance
• Organisational requirements in respect of greeting customers
• Basic principles of non-verbal communication
• Communication skills such as active listening and questioning
• Understanding the basics of body language
• Understanding ethics and how it is applied in the workplace
• Introducing people to management
• Moral compass and code of conduct
• Reflect on your own values and beliefs
• Understand the impact of your values and beliefs on the people around you
• Understand how to identify professional ethics requirements
• Identify conflicts between your beliefs and values and the workplace procedures
• Identify corporate ethics and the policies that are required
• Understand corporate governance

Duration of the course
The course duration is a workshop attended for 2 full days (includes assessment time)

Cost of the course
• R 2995.00 including VAT
Store Person
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Supervise Front-End
This course is for anyone who has the responsibility of or is aspiring to manage the front end / tills of a store. The course will equip you with the necessary skills to manage the till operations, deal with customer queries and also ensure that you have sufficient and capable cashiers to deal with the demand.

Learning Objectives
The following learning outcomes will be achieved by completing this course successfully:
• Authorise refunds and exchanges
• Authorise POS transactions
• Schedule staff according to service requirements
• Implement customer service standards in accordance with the prescribed organisational requirements
• Improve customer service standards
• Oversee the handling of customer queries and complaints
• Explain the effect of shrinkage and losses
• Implement actions to minimise losses in identified areas
• Implement measures to reduce shoplifting

Duration of the course
The course duration is a workshop attended for 4 full days (includes assessment time)


Cost of the course
• R 6995.00 including VAT
Supervise Sales
The following learning outcomes will be achieved by completing this course successfully:
• Explain the effect of sales on the net profit of the organisation
• Monitor sales performance
• Propose actions to improve sales performance
• Implement customer service standards in accordance with the prescribed organisational requirements
• Improve customer service standards
• Oversee the handling of customer queries and complaints
• Plan the promotional activity
• Supervise implementation of the promotion
• Evaluate the outcome of the promotional activity
• Oversee the hygiene and housekeeping of a store

Duration of the course
The course duration is a workshop attended for 4 full days (includes assessment time)

Cost of the course
• R 6995.00 including VAT
Supervise Stock
This course is for anyone who has the responsibility of or is aspiring to manage the store staff. The course will equip you with the necessary skills to manage the ordering, receiving and counting of stock under your control. You will also be able to oversee the merchandising and promotion activities in your department. This course will also equip with knowledge of how the profitability in your department can be controlled and feed into the overall profitability of the store.

Learning Objectives
The following learning outcomes will be achieved by completing this course successfully:
• Supervise stock count preparation
• Prepare staff for a stock counts
• Oversee the counting process
• Supervise post stock count procedures
• Explain the relationship between the bottom line of a business and the factors that will impact on it
• Explain how net profit is arrived at in an operational unit
• Explain how own job can impact on the bottom line of a business
• Explain the effect of shrinkage and losses
• Implement actions to minimise losses in identified areas
• Implement measures to reduce shoplifting

Duration of the course
The course duration is a workshop attended for 4 full days (includes assessment time)

Cost of the course
• R 6995.00 including VAT
Supervise Teams
This course is for anyone who has people reporting to them and whose performance they are responsible for. This course is suitable for Supervisors, Team Leaders, Junior and Middle Managers.

Learning Objectives
The following learning outcomes will be achieved by completing this course successfully:
• Explain the concept of leadership
• Differentiate between the concepts of leadership and management
• Apply leadership techniques to individuals and teams within the work context
• Evaluate the impact of leadership techniques applied
• Explain the role of a team leader
• Explain the purpose of team
• Contract with team to obtain commitment
• Monitor the achievement of team objectives
• Explain the importance of motivating a team
• Demonstrate an understanding of self a team members in a workplace
• Apply theories of motivation and group dynamics
• Implement a plan of action to strengthen a team
• Provide feedback and recognise achievements
• Describe the management activities involved in running a successful business.
• Explain the basic activities involved in the management process.
• Identify and explaining the main tasks required of managers.
• Apply the decision making process to make a management decision.
• Analyse the application of the general management functions in a selected organisation

Duration of the course
The course duration is a workshop attended for 4 full days (includes assessment time)

Cost of the course
• R 6995.00 including VAT
Interpret Financial Statements
This course is for anyone who is responsible for managing finances in an organisation in order identify financial trends, determine the feasibility of the business based on financial documents and determine cash flow requirements within the business. This course is suitable for Supervisors, Team Leaders, Junior and Middle Managers.

Learning Objectives
The following learning outcomes will be achieved by completing this course successfully:
• Explain the purpose of an income and expenditure statement
• Identify sources of income and expenditure for a business unit
• Explain the sources of income and expenditure
• Evaluate the financial viability of the business based on the information in an income statement
• Distinguish between two different types of company accounts
• Understand the concept of financial productivity
• Understand a number of key profit ratios
• Explain the purpose of a balance sheet
• Analyse and evaluate a balance sheet
• Explain fixed and current assets
• Explain current and long-term liabilities
• Analyse financial strengths & weaknesses & suggest improvements
• Explain cost to income ratio and suggest improvements
• Explain relationship between turnover, income, revenue, sales & profit
• Explain cash flow

Duration of the course
The course duration is a workshop attended for 2 full days (includes assessment time)

Cost of the course
• R 2995.00 including VAT
Basic Management
This course is for anyone who has people reporting to them and whose performance they are responsible for. This course is suitable for Supervisors, Team Leaders, Junior and Middle Managers.

Learning Objectives
The following learning outcomes will be achieved by completing this course successfully:
• Explain the concept of leadership
• Differentiate between the concepts of leadership and management
• Apply leadership techniques to individuals and teams within the work context
• Evaluate the impact of leadership techniques applied
Explain the role of a team leader
• Explain the purpose of team
• Contract with team to obtain commitment
• Monitor the achievement of team objectives
Explain the importance of motivating a team
• Demonstrate an understanding of self a team members in a workplace
• Apply theories of motivation and group dynamics
• Implement a plan of action to strengthen a team
• Provide feedback and recognise achievements
• Define a problem
• Investigate the problem
• Generate problem solutions
• Implement problem solution
• Evaluate the effectiveness of the solution
Identify, explain and describe the purpose and process of scheduling activities in own business.
• Organise and prepare business activities and estimate their duration.
• Develop strategies to deal with interruptions
• Develop an effective business schedule
Describe the management activities involved in running a successful business.
• Explain the basic activities involved in the management process.
• Identify and explaining the main tasks required of managers.
• Apply the decision making process to make a management decision.
• Analyse the application of the general management functions in a selected organisation

Duration of the course
The course duration is a workshop attended for 6 full days (includes assessment time)

Cost of the course
• R 9995.00 including VAT
Financial Budgeting
This course is for anyone who manages the finances through a budget, identify income and expenses, apply various budgeting functions

Learning Objectives
The following learning outcomes will be achieved by completing this course successfully:
• Identify various types of budgets
• Understand what the techniques used in budgeting are
• Have an understanding of forecasting and budgeting
• Understand the concept of Zero Based Budgeting
• Understand various budgeting techniques
• Analyse your specific budget needs according to suitable methods
• Understand the various elements of a budget
• Understand the sources of income
• Understand how to develop an effective budget
• Understand the difference between cash and profit
• Identify the common cash flow problems and how to avoid them
• Understand how to manage income and expenses
• Understand how to effectively manage and monitor your budget
• Understand the constraints that could hinder the implementation of a budget

Duration of the course
The course duration is a workshop attended for 2 full days (includes assessment time)

Cost of the course
• R 3500.00 including VAT
Conduct Meetings
This course is for anyone who conduct meetings of any kind in the organisation. This course will provide the skills will allow you to understand planning, conducting and recording meetings whether formal or informal

Learning Objectives
The following learning outcomes will be achieved by completing this course successfully:
• Define the concept meeting and distinguish between the different types of meetings including their purpose and objectives
• Decide whether a meeting is necessary and who should or should not attend
• Define the different types of meetings
• Understand the roles and functions of the meeting participants
• Draft a Notice of Meeting and plan and draw up a well-constructed Agenda
• Comply with meeting etiquette and protocols
• Be a more effective listener
• Define the different types of conflict that occur in meetings
• Deal more effectively with interpersonal and group conflict
• Make a more constructive contribution during meetings
• Understand and employ meeting terminology

Duration of the course
The course duration is a workshop attended for 2 full days (includes assessment time)

Cost of the course
• R 3500.00 including VAT
Dealing with Customers
This course is for anyone who deal with customers and visitors to the organisation either in person, over the telephone or via electronic media. The course also addresses the required ethical behaviour for dealing with customers

Learning Objectives
The following learning outcomes will be achieved by completing this course successfully:
• Basic principles of non-verbal communication
• Communication skills such as active listening and questioning
• Understanding the basics of body language
• Understanding ethics and how it is applied in the workplace
• Grooming habits and how to apply these to your specific job category
• The dress code that is applicable to your specific organisation or store
• Introducing people to management
• Closing interactions
• Listening skills
• Moral compass and code of conduct Grooming habits and how to apply these to your specific job category
• Identifying various types of body language
• Reflect on your own values and beliefs
• Understand the impact of your values and beliefs on the people around you
• Understand what business ethics are
• Understand how to apply business ethics in the workplace
• Understand how to identify professional ethics requirements
• Identify conflicts between your beliefs and values and the workplace procedures
• Identify corporate ethics and the policies that are required
• Understand corporate governance
• Explain the procedures for handling queries and complaints.
• Monitor and evaluate the handling of queries and complaints.
• Deal with customer complaints effectively
• Monitor the handling of customer complaints
• Escalate the complaint to the next level where applicable

Duration of the course
The course duration is a workshop attended for 3 full days (includes assessment time)

Cost of the course
• R 4995.00 including VAT
Evaluate Performance
This course is for anyone who has people reporting to them and whose performance they are responsible for. The skill requires setting performance goals and assigning tasks, communicating the objectives, and getting buy-in and evaluating the performance of the team you deal with every day. This course is suitable for Supervisors, Team Leaders, Junior and Middle Managers.

Learning Objectives
The following learning outcomes will be achieved by completing this course successfully:
• Methods for setting performance goals
• Performance Contracts
• Performance measurements
• Performance evaluation techniques
• Personal development plans
• Identify the differences between objectives and standards
• Understand the various types of performance
• Demonstrate an understanding of key performance indicators
• Have an understanding of what performance standards are
• Understand how to effectively set performance goals
• Identify the possible pitfalls in setting performance goals
• Evaluate the implementation of the performance plan
• Take corrective actions where necessary
• Understand the concept of performance measurements
• Know what the challenges are to successful performance measurements
• Understand the guidelines that exist for performance measurements
• Apply best practice when implement performance evaluation
• Know how to prepare successfully for performance evaluation
• Conduct a successful performance evaluation of employees
• Apply feedback and the principles of constructive feedback
• Know the various approaches to feedback
• Identify the performance gaps of the various individuals
• Mange conflict effectively in the team
• Apply the proper conversation rules while evaluating performance
• Understand the principles of developing action plans
• Identify the common pitfalls associated with planning
• Assign tasks for teams and individuals
• Get buy-in from your team
• Set goals for your employees to achieve performance standards
• Assist your team in developing effective meaningful personal development plans


Duration of the course
The course duration is a workshop attended for 2 full days (includes assessment time)

Cost of the course
• R 3500.00 including VAT
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