Sales and Customer Success
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Retail Sales Excellence
Serve and sell confidently on the shop floor, from a pressure-free greeting to a smooth close, honest upselling and service that brings customers back.
About this course
Sell more on the shop floor. Learn customer engagement, upselling, and service skills that boost retail sales and loyalty.
What you will learn
- Create a welcoming store presence and greet customers in a way that invites conversation without pressure
- Read customer signals and discover their needs within the first few minutes
- Demonstrate products with stories and handle 'just looking' and price concerns calmly
- Close sales at the counter and increase basket size through honest upselling and cross-selling
- Recover from service failures and use loyalty programmes to encourage repeat visits
- Apply basic merchandising, work towards shift targets and assess your own performance with a mystery-shop review
Curriculum
Module 1The Retail Floor4 lessons
- 1First Impressions and Store Presence Free preview
- 2Greeting Without Pressure
- 3Reading Customer Signals
- 4Product Knowledge That Sells
- QModule quiz (4 questions)
Module 2The Retail Sale4 lessons
- 5Discovering Needs in Minutes
- 6Demonstrating and Storytelling
- 7Handling ‘Just Looking’ and Price Concerns
- 8Closing at the Counter
- QModule quiz (4 questions)
Module 3Growing the Basket4 lessons
- 9Upselling with Integrity
- 10Cross-Selling Complementary Items
- 11Loyalty Programs and Repeat Visits
- 12Service Recovery That Wins Customers Back
- QModule quiz (4 questions)
Module 4Retail Professionalism3 lessons
- 13Merchandising Basics for Sellers
- 14Working Targets and Shift Goals
- 15Course Project: Mystery-Shop Yourself
- QModule quiz (4 questions)
PFinal project: Mystery-Shop Yourself
Who this course is for
- Shop floor sales staff, cashiers and customer service assistants in any type of retail store
- Supervisors and store managers who want a practical training guide for their teams
- Small shop owners who serve customers themselves and want to sell more
Requirements
- No prior sales training needed; some experience of working with customers is helpful
- A smartphone or computer with internet access to read the lessons
- Access to a store (your workplace or one you can visit) for the practical exercises
What is included
Written lessons
15 lessons, each with a practical exercise and key points to remember.
Module quizzes
A short quiz at the end of each module. Pass mark 70%, and you can retake it.
Final project
Mystery-Shop Yourself. A practical brief with steps and a way to check your own work.
Certificate
A certificate of completion from EMFAD Courses with a unique code anyone can verify.
How the certificate works
Complete every lesson and pass every module quiz with 70% or more. Your certificate then appears in your learner area, ready to print or save as PDF. It shows your name, the course title, the completion date and a unique code. It is a certificate of completion from EMFAD Courses, not an accredited qualification.
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