Practical, easy to understand training videos

Learn the fundamentals of customer service in a retail setting

Introduction to Retail Skills


I Don't Know

Opening Line


Handling Complaints

Names Are Powerful

Approach Anxiety

Continue the Conversation

Take Control

Great Greetings

Acknowledge Others In The Queue


Be Aware

Be In Credit

Don't Tell, Show


Exceed Expectations

Mouth And Eyes

Theatrical Service Experience

Use Your Personality

Countering Barriers

Expert Advice

Remember Info

Sell Benefits not Features

The Finger

Price Objection

Feel, Felt, Found


Upselling is easy

When To Ask For The Business

Attention to Detail

Don't Make The Customer Do All The Work


Why Learn Retail Skills?

No-one automatically knows how to serve a customer - they need to be taught. In Retail Skills we explore the fundamentals of customer service in a retail setting. You’ll learn how to give a warm professional welcome, how to acknowledge queuing customers, how to provide advice to customers, and much more.

Each of our 34 video lessons covers a different aspect of Retail Skills. See below for the full topic list.

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Bonus resource

Topics included in Video Lessons


Introduction to Retail Skills (00:24)

Does your customer service team dazzle every customer? They should. In Retail Skills we explore the fundamentals of customer service in a retail setting, including how to give a warm professional welcome, acknowledging queuing customers, providing advice and upselling. With Retail Skills, you can enjoy peace of mind knowing your customers will be impressed.


Welcome (00:45)

First impressions count, everybody knows that. But what can you do to make welcoming every customer into a memorable experience, second nature? Watch and find out!


I Don't Know (00:36)

We all want to be the expert. However, knowing what to say when you're faced with a tricky question beyond your area of expertise or knowledge is vital.


Opening Line (01:13)

It could be the make or break moment of your retail relationship, but far too many retail staff are quick to switch on autopilot. Stay present in the interaction with these tips to grow rapport and sales figures.


Mirroring (01:50)

To help you get on the same wavelength as your customer, use the same terminology as them. If they call something a 'widget' make sure you do too. If they talk in miles, do the same. Importantly, you'll want to resist the urge to bluntly correct a customer.


Handling Complaints (01:17)

You strive for 100%, but if you've never heard a complaint about your business, you're just not listening. How you manage a complaint makes all the difference.


Names Are Powerful (00:35)

If you don't know a customer's name (or worse yet, have forgotten it) use these tips to do some detective work. It will be worth the effort.


Approach Anxiety (01:31)

There are countless sales people who know their product well and can provide good customer service, yet are too frightened to approach a customer. Whilst they might be intimidated by making the initial approach, they actually appear rude for not doing so. If a customer walks into your store and they aren't greeted with a friendly hello and an offer of help they usually assume the retail staff don't care about their business.


Continue the Conversation (01:49)

A sales pro will want to keep the conversation going so they can find out what it is that is stopping the customer from buying. Now, 9 times out of ten, it will be the money. But how do you get the conversation back on track so you can establish if it is indeed the price that is the sticking point?


Take Control (00:48)

This time-saving tip will help get customers onside from the outset. It's not what you know, it's how you apply that knowledge that gets results.


Great Greetings (01:54)

In retail, the way you greet a customer often sets the tone of the interaction. Hackneyed and lacklustre greetings like: "are you right there?", "how are you today?" or "can I help you?" are common place in retail, but in order to stand out and positively impact a customer you'll want to do a whole lot better than that.


Acknowledge Others In The Queue (00:42)

It may mean you're popular, but a long queue is far from ideal. What can you do to ensure you're not turning people away before they've reached the register?


Appearance (00:55)

Do you know what kind of first impression your business is making on customers? Appearance matters if you're going to remain competitive. See why in this video.


Be Aware (00:34)

If you're not present and watching what's happening on the sales floor, you risk losing customers very quickly, but not for the reason you'd expect.


Be In Credit (00:39)

Good credit in your finances is one thing. If you're in credit with your customers, they'll be more willing to do business with you as this video explains.


Don't Tell, Show (00:32)

Telling a prospect about a product or service engages their ears - showing them engages all their senses. Rather than explaining this video, how about I show you?


Eavesdropping (00:52)

We're not talking about stalking or invading a customer's privacy here. But what you overhear could mean more business for your organisation - so use it to your advantage!.


Exceed Expectations (00:52)

Exceeding expectations is a sure-fire way to get positive word of mouth marketing for your business. Set the wheels of change in motion and watch this video.


Mouth And Eyes (00:39)

It's not what you say; it's how you say it. Your chances of making a connection without using these techniques are slim - so commit them to memory!


Theatrical Service Experience (00:57)

All the world is a stage; you need to put on the performance of a lifetime. Think outside the box and you'll smash box office records and have legions of adoring fans.


Use Your Personality (00:56)

In retail, your biggest advantage is your team. After all, people love dealing with people. However, the bond between you and your customer is only strengthened by personality. Canned lines and inauthentic pleasantries do nothing to strengthen the bond. If you want to instantly create rapport that leads to a relaxed and engaging experience, be authentic and present in the moment.


Countering Barriers (00:37)

Is there something stopping you from really connecting with your customers? We're willing to bet there is and you just don't know it yet! Discover how to use your retail space differently in this episode.


Expert Advice (01:07)

You should know more about your products and services than the customer, so look for every opportunity to share that knowledge and steer your customer in the right direction.


Remember Info (00:51)

Repeat customers expect to be treated a little differently to first time customers. When you recognise a repeat customer, think back to their previous visits and impress them with your recall.


Sell Benefits not Features (00:58)

There is a difference between a feature and a benefit. Next time you're tempted to reel off a feature, stop and focus on the benefit your prospect will gain from that feature.


The Finger (00:32)

We're not talking about the one next to the index, but it might as well be if you regularly break this rule of first class service. Find out why it's rude to point and click play.


Price Objection (02:17)

A common objection, right? Absolutely, and it's a good one to get because your customer has just identified a primary stumbling block! The Price! Now that the price objection is out in the open you can address it and move closer to a sale. Without addressing this objection, there is no way to close a sale.


Feel, Felt, Found (01:41)

It's human nature for customers to raise objections. How you respond to these objections though, will determine how successful you are as a sales person. There are many ways to address customer objections, one tried and tested technique is the "Feel, Felt, Found" approach.


Upsell (00:46)

It's standard practice in many businesses to increase the spend per customer. When done right, you'll actually be doing your clients a favour!


Upselling is easy (02:21)

Upselling is easy because you're dealing with prospects who have already committed to buying. So much of the hard work has already been done. You've overcome their trust issues, their guard is down, they have their wallets out and they are ready to spend, so all in all, there's minimal resistance to your suggestions.


When To Ask For The Business (00:50)

You wouldn't ask someone to marry you before you developed a relationship and the same applies in sales. Of course, developing a relationship might take a minute, it could take years, but only when the customer trusts us should we even consider asking for the business.


Attention to Detail (01:56)

Customers will notice when you pay attention to the little things and they’ll notice when you don’t! Leaving an exceptional impression requires an exceptional level of attention to detail.


Don't Make The Customer Do All The Work (02:02)

While no customer would ever expect you to know everything, they do expect you to take control of the sales process and find someone who can help if you can’t.


Congratulations (00:21)

Congratulations, you've made it through to the end. All that remains is to answer the questions, hit send and put these strategies into play. Thanks for watching.

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