1. WP1: MARKET RESEARCH- RETAIL TRADE IN BASQUE COUNTRY ALAVA CHAMBER OF COMMERCE

2. INDUSTRY/ NUMBER OF RESPONDENTS Fashion: 5 Household goods: 5 Optics/ hearing aids: 4 Food stores (groceries, butcher, fish shop): 6 Body care: 3 Others (jewellery, photo, sports): 5 28 companies with 36 establishments.

3. ALAVA CHAMBER OF COMMERCE

4. CHAMBER OF COMMERCE OF ALAVA INTERNET ACCESS Private: 82,4% In the office: 58, 2% No access: 6,2%

5. ALAVA CHAMBER OF COMMERCE FURTHER EDUCATION IN THE LAST 5 YEARS Both management and employees attend training courses every year, except in food stores. Store merchandising, selling techniques and customer service are the areas in which they have received more education in the last years.

6. ALAVA CHAMBER OF COMMERCE Type of education that suit most: Lecture: 11% Course/ training: 76% E-learning: 13%

7. ALAVA CHAMBER OF COMMERCE E-LEARNING AS FURTHER TRAINING -Yes, in leisure time: 35% -Yes, during business hours: 27% -No: 38%

8. ALAVA CHAMBER OF COMMERCE AREA OF EDUCATION THAT COULD BE PROVIDED BY E- LEARNING Work with PC: 62% Communication with customer: 33% Sales/ promotion merchandise: 27% Legislation in the retail sector: 26% Complaints solving: 6%

9. ALAVA CHAMBER OF COMMERCE MOST ENERGY INTENSIVE AREAS: With customers: 81% With the boss: 12% With colleagues: 7%

10. ALAVA CHAMBER OF COMMERCE IMPORTANCE OF QUALIFICATION ISSUES FOR YOUR EMPLOYEES: Basic selling techniques: 95% very important/ 5% important Handling difficult customers: 72% very important/ 28% important Presentation/ motivated buying behaviour: 75% very important/ 25% important Indivudual coaching: 20% very important/ 45% important/ 35% not important Team coaching: 30% very important/ 45% important/ 25% not important Time management: 31% very important/ 54% important/ 15% not important Motivation and goal setting: 71% very important/ 29% important Preventing shoplifting: 48% very important/ 40% important/ 12% not important Identifying and preventing loss: 58% very important/ 25% important/ 17% not imp.

11. ALAVA CHAMBER OF COMMERCE Working with emotions and stress: 55% very important/ 25% important/ 20% not imp. Working with computers: 12% very important/ 40% important/ 48% not important Teamwork: 72% very important/ 25% important/ 3% not important Building foot traffic: 55% very important/ 21% important/ 24% not important Store merchandising: 80 very important/ 16% important/ 4% not important Customer loyaltity programs: 65% very important/ 33% important/ 2% not imp. Workplace safety: 72% very important/ 26% important/ 2% not important Point of sale placements: 56% very important/ 39% important/ 5 not important

12. ALAVA CHAMBER OF COMMERCE REASONS FOR REJECTING E-LEARNING: Too impersonal: 67% No dialogue: 15% Not interested: 10% No feedback possible: 5% No direct control with the product: 3%

13. ALAVA CHAMBER OF COMMERCE CONCLUSIONS: Course/ training is the kind of education they prefer. E-learning is valorated as a complement to reinforce the contents Almost all of them are convinced of the importance of attendance training courses.