Developing Career Paths and Management Skills in the Service Sector

Bridget Garra NRF Foundation Director, Retail Learning Initiatives

Launching Leaders: Discovering and Developing Service Sector Talent Hear about how a large retailer develops leaders Learn about newly developed computer based training (CBT) for retail management Find out more about National Professional Certification in Retail Management, Sales and Customer Service Find out what is available for use in your One- Stops or programs

Randy Patterson Regional HR Director The Home Depot, Inc.

Kathy Mannes NRF Foundation Managing Director, Workforce Development

Retail Learning Leadership as part of President’s High Growth Job Training Initiative Working with the U.S. Department of Labor and to engage industry leaders from Saks, Inc., The Home Depot, CVS/pharmacy and Toys “R” Us Investment in national models and demonstrations of workforce solutions in high-growth/high-demand industries Sharing information and models widely with the workforce system

NRFF High Growth Job Training Initiative: RetaiLearning Leadership Goal: To develop an industry-wide career ladder, supporting competencies, and training resources for entry-level through management level positions Builds on partnerships and training developed by industry, including Toys “R” Us; Saks, Inc.; CVS/ pharmacy; and The Home Depot Provides industry-driven learning for employer, public workforce, and education use

More than 23 million people are currently employed in the retail industry, about 1 in 5 working Americans Retailing is expected to add another 2.1 million jobs by 2012, making it among the largest sources of future job growth Retailing is the entry to employment for many individuals Source: NRF Foundation, Retail Industry Indicators, August 2003  2004 NRF Foundation Retail: Careers in a High Growth Industry

Retailing contributes almost 10% of U.S. GDP 2003 U.S. retail sales: $3.8 trillion 2004 U.S. retail sales: $4.1 trillion Source: NRF Foundation, Retail Industry Indicators, August 2003  2004 NRF Foundation Retail: Careers in a High Growth Industry

 Store Management  Store Operations Sample Career Paths:

The Fundamentals of Retail Management Developed by Saks, Inc. in partnership with NRF Foundation and US. Department of Labor

The Critical Need for Retail Management Training & Development Retailers are keenly aware of the gap that exists between managers’ current knowledge and skills and what will be required in the near future. The need for talent and retail leadership has never been so intense as it is today.

The Critical Need for Retail Management Training & Development Looking at how competitive and people-intensive the retail business is and the number of new business regulations that exist today, supervisory skills, including ethics and leadership skills are more important than ever as a business strategy and competitive edge. The retail industry can profit from investing in development – skilled supervisors drive sales and profit.

Key Focus Areas Key focus areas for the retail industry: Improve Performance Build Talent Launch Leaders

Key Training & Development Initiative Provide efficient and effective curricula that will impact focus areas. In the RLL Initiative, we Established areas of accountability. Built a competency database for a Retail Manager and Retail Leadership. Developed corresponding curricula.

Areas of Accountability for a Retail Manager Selling and Service Merchandising Human Resources Operations Financial Reporting

Sample Competency Statements for a Retail Manager Reinforces store’s sales and service priorities through daily meetings and periodic status checks. Sets and directs the execution of visual merchandise standards according to selling floor standards. Observes and measures individual and team performance.

Sample Competency Statements Is in compliance with ethical and legal requirements. Executes shortage programs and asset protection standards. Executes security and safety procedures. Is able to report and analyze daily, monthly, and seasonal business results.

“The Fundamentals of Retail Management” Curriculum Goals Learn how retail works. Understand the areas of accountability for a Retail Management. Understand that the role of the Retail Manager impacts the success of the business.

Curriculum Objectives Introduction to Retail Management: Learn the factors that influence retail success. Selling and Service: Understand how to create a shopping experience that builds customer loyalty. Merchandising: Learn how to receive, present, and maintain merchandise.

Curriculum Objectives Human Resources: Learn how to identify, hire, retain, and build retail talent. Operations: Learn the functions that support sales and service. Financial Reporting: Understand how to drive sales growth.

Program Features Six online or CBT courses Self-Paced; approximately eight hours Corresponding Participant’s and Coach’s Guide Assessment after each course with tracking capabilities Program survey

The Fundamentals of Retail Management

Shana Treger NRF Foundation Certification Manager

National Professional Certification in Customer Service and Sales: 75-question assessments comprised of real-life customer service and sales situations Delivered via the internet, but must be proctored! Video and audio; with multiple-choice questions presenting possible courses of action Takes just over an hour to complete Candidate receives score immediately $50 assessment and certification fee Private sites may charge an additional fee, not to exceed $20 If a candidate passes, they apply immediately over the internet Candidate needs to come prepared with a professional reference

Customer Service Critical Work Functions Learns About Products and Services Assesses Customer Needs Educates Customer Meets Customer Needs and Provides Ongoing Support Sales Critical Work Functions Prepares for Selling Gains Customer Commitment and Closes Sale Develops and Implements a Sales Follow-Up Plan Customer Service & Sales Skill Standards 7 Critical Work Functions

National Professional Certification in Customer Service Industry Credential based on National Skill Standards designed to: Help employees and job seekers demonstrate skills and career potential Help employers identify qualified professionals and recognize the qualifications of employees, job seekers, and students Add value to other learning and educational programs and credentials Support accountability of training programs, providing a foundation for consistency in training Demonstrate initiative and investment in career development Provide common benchmark to increase access for all

National Professional Certification in Sales The new, National Professional Certification in Sales is the next step to advancing the National Professional Certification in Customer Service. Builds on Customer Service skills and credential Candidate must successful pass the Customer Service Certification in order to become eligible for Sales

National Professional Certification in Management Computer-based assessment is 100 scenario-based questions Based on Industry-Developed Competency Statements for a Retail Store Manager including these areas: Administrative and Financial Accountability Operations Human Resources Merchandising Selling and Service

Test Your Retail Management Knowledge by Answering The Questions Below! 1. A scale of benefits is allowed in which of the following groups of policies? A.Layoff and promotions B. Discharge and discipline C. Bonuses and perks D. Recruitment and access to training 2. When discussing with a sales associate how to handle an upset and dissatisfied customer, it is BEST to: A. Coach the associate to get a manager as quickly as possible. B. Coach the associate to inform the customer to stop being angry. C. Coach the associate to allow the customer to vent her anger. D. Coach the associate to diffuse the customer's anger first and find out why she is upset. 3. Using the table and the FIFO method, what is your ending inventory? A.$5,250 B.$9,750 C.$13,500 D.$24,400

How do I get to use these training materials and credentials? View the Certification Demo: Certification – Shana Treger or RetaiLearning Leadership Training Resources – Bridget Garra or