On the job Training

On the Job Training - New Salesclerks

Training Goal : Training new sales clerks in critical aspects of

Customer Service and Relations

Product knowledge

Computerized cash registers

Target Group : New Sales Clerks

Learning Outcomes : Effective Customer Service

Communicating ideas and information

Solving Problems

Using Technology

Training Logistics : Employee : Upon start of job

Timeline : Three days Venue : On-site

Trainer : Supervisor

Assessment Criteria : Demonstrated ability to provide effective customer service

Demonstrated ability to problem solve

Demonstrated ability to use computerized cash register

Demonstrated knowledge of product

lines Session No : 1

Session Title : Customer Service

Learning Outcomes : Effective Customer Service

Problem Solving

Assessment Criteria : Demonstrated Effective Customer Service

Demonstrated Ability to Problem Solve

Assessment Methodology : Direct Supervision

Written Question

Simulated Activity

Feedback /Discussion Introduction

Revisit why the new salesclerk /s are undertaking the training . Detail the level of customer satisfaction that the store wants to achieve Outline the learning outcomes and how the trainee /s is assessed

Time Limit : 10 minutes

Handout : Customer Satisfaction Goal of the Store

Trainee Question

Do you have any questions about the training or the customer satisfaction goals of the store

Time Limit : 5 minutes

Assessment Methodology - Feedback /Discussion

CUSTOMER SERVICE AND COMMUNICATION

Introduce the trainee 's role in customer service and why that is so important to the Store

Explain the following principles of excellent customer service and give examples of each one

Every customer must be given first priority and be treated as special

Your attitude and the demeanor in which you provide service to your customer should always be professional and friendly , regardless of how you are treated

If your customer lets you know that they would like various products and /or services , help them to prioritize their needs in an efficient and friendly manner

Make sure you listen carefully to your customer , show them that you understand what they are asking for

It is important that you treat all customers with care when you dealing with them

Time Limit : 45 minutes

Handout : Key Points of the above

Trainee Question

Do you have any questions about key points of customer service we have just discussed

Time Limit : 10 minutes

Assessment Methodology - Feedback /Discussion

BREAK 15 MINUTES

Simulated Activity

If you are training an individual , you can do one on one role-play , if you are training a group - pair up people to enact this role-play in pairs - swapping scenarios at an allocated time . The role-play scenario is the trainee being the sales clerk and the trainer /other being the customer . Give the customer ' different scenarios of what they are looking for . Give each customer ' a brief feedback form to assess the sales clerk 's ' ability to meet the key skills of the training session

Time Limit : 5 minutes per role-play (if you have a large class you will need to carry on after the break to give everyone a chance to act out their scenarios

Assessment Methodology - Simulated Activity and Feedback /Discussion

BREAK 15 MINUTES

Group Discussion

Either one-on-one or in a group , you need to facilitate discussion...