Retail Store Supervisor Training | Penn Foster Career School

Program Goal and Outcomes

Program Goal

To prepare students for a first-line supervisor position in the retail industry or to advance in this field. Students will learn basic retail concepts including store environment, customer service, retail transactions and payment methods, product quality and safety, visual merchandising, food safety standards, marketing and advertising, and planning for sales through managing inventory. Students will explore principles of leadership and management such as retail financial accounting, people and team development, and back office organization. Students will learn about teambuilding, conflict resolution, self-awareness, persuasion through leadership, performance management, budgeting, cash management, handling audits, asset management, workplace safety, theft prevention, delegating tasks, staffing practices, problem solving, time management, and goal setting.

Program Outcomes

Upon completion of the program, students will be able to...

Identify the dominant retail formats and products used by popular retail companies
Identify key retail product classifications
Define the significance of the retail industry including key opportunities available in retail leadership
Describe customer service standards in the retail industry
Identify common policies, technology, and skills used to conduct profitable and secure retail transactions
Explain important elements and current trends in the design and management of the retail store environment
Define steps and processes required to manage product assortment and inventory profitably
Explore the relationship between consumer behavior, visual merchandising, and common retail marketing techniques
Identify common challenges, legal concerns, and best practices in leading and managing people in the retail industry
Describe how key asset protection tools are used to minimize the cost of theft and casualty in retail
Apply basic math and accounting skills required in retail financial management
Describe how to implement common principles of management (strategy, planning, and policy) in retail operations leadership
Show social responsibility by taking into account employee quality of life when scheduling
Use critical thinking skills to make key decisions based on problem-solving skills and models
Create a personal development plan, including key skills for leader effectiveness, to be implemented in the retail environment

Orientation to Retail Supervisor

This course provides an overview of the retail industry including retail product categories and formats, job opportunities in retail leadership, and current trends that are expected to continue impacting retail management.

Objectives:

Outline a plan for completing your program and the goals you want to achieve
Identify your preferred study aids and learning styles
Develop important study and time management skills
Use helpful resources, such as the Virtual Library and tutoring services
Identify the dominant retail formats and products used by popular retail companies
Identify the key retail product classifications
Identify key employee roles and job titles used in various retail formats
Explain the role of the retail supervisor, including key tasks and skills required to be successful
Explain the significance of trends in the retail industry

The Customer Experience

This course will provide you with information about the retail customer experience including consumer behavior, customer service and retail transactions, and retail store environment design and maintenance.

Objectives:

Explain the steps of the consumer decision-making process in order according to the way consumers make buying decisions
Identify which of the four factors are influencing a consumer’s buying behavior
Analyze consumer behavior patterns
Describe how to provide customer service according to the National Retail Federation customer service standards
Identify the appropriate steps to satisfy the customer by resolving the situation for a given complaint
Describe each type of point-of-sale technology equipment
Identify the standard forms of payment used in retail transactions
Identify relevant safety and legal requirements in customer transactions
Explain the steps and techniques that could be used to sell products to a prospective customer
Identify the key components that should be present in the physical, functional, and aesthetic design of a retail location
Explain retail environment factors that influence customer satisfaction or dissatisfaction
Identify areas of legal and safety concerns according to common federal and state legislation including age-restricted product sales areas, OSHA, and ADA
Summarize emerging trends in retail store design options

Products and Services

This course provides the student with information about retail industry products and services, including inventory management and food service standards.

Objectives:

Identify the correct steps of the product life cycle for a given retail product
Identify the key factors used in determining product assortment and its effect on sales
Calculate the required amount using the ordering formula for demand planning
Identify procedures that should be completed to safely receive and handle products during a vendor delivery
Explain the principles of visual merchandising that apply to displaying product for sale
Explain the asset protection standards that should be in place to minimize inventory loss due to theft or casualty
Identify common types and causes of foodborne illnesses as well as the importance of proper hygiene to prevent contamination of food products
Explain the roles that checking food deliveries, properly storing food, and pest control play in preventing food contamination
Identify common food safety guidelines and regulations that relate to preparing food, cleaning and sanitizing, and storing clean and sanitized items
Identify common procedures and regulations required to display and sell food products safely

Leading and Managing People

In this course, you’ll learn the skills necessary to lead and manage people in the retail industry. Topics include leadership and human resources for retail supervisors.

Objectives:

Identify the leadership model that’s best associated with a given list of characteristics
Select the motivation technique that best aligns to an employee’s traits and characteristics
Describe the benefit of each teambuilding technique as it applies to the retail environment
Identify the benefits of developing culture and teamwork in the retail environment
Identify options available to support employee retention
Summarize the best resolution strategy to resolve conflicts
Choose the relevant law (HIPAA, FMLA, EEOC, Wage and Hour, and so on) that applies to various employment scenarios
Prepare to recruit, interview, and select a new employee following all applicable laws
Explain how to implement an effective onboarding plan
Explain how to train an employee using the adult learning principles and on-the-job training model
Illustrate the steps in the performance management process in order
Explain how to legally terminate employment following all applicable laws and documenting accordingly

Retail Operations Management

This course provides you with information to successfully manage retail operations. Topics include retail accounting, financial planning and reporting, fundamentals of asset protection, workload management and staffing, and personal effectiveness for retail supervisors.

Objectives:

Calculate the gross profit for an item given its retail sale price, discount amount, and cost
Identify the impact on potential gross profit given examples of promotions, markdowns, and price increases
Explain physical inventory and book inventory
Explain the role of an audit in the retail accounting process
Explain benefits of retail budgeting along with common types of retail
Explain the proper procedures for cash management and banking
Identify key controllable lines on financial reports including total sales, labor expenses, and maintenance expenses
Identify key components of asset management tracking systems
Explain the proper practices to support workplace safety and security
Describe a business continuity plan including crisis management and emergency preparedness documents
Analyze staffing needs to determine the number of labor hours required to efficiently operate the retail business
Classify job assignments to ensure all maintenance and customer service responsibilities are adequately performed
Prepare a schedule that maximizes the efficiency and profit of the business
Show social responsibility by taking into account employee quality of life when scheduling
Identify the skills needed to communicate efficiently and effectively
Identify the skills and tools needed to manage time effectively
Use critical thinking skills to make key decisions based on problem-solving skills and models
Explain how to use a goal-setting system to create motivating and achievable goals
Prepare a personal effectiveness plan to develop the knowledge, skills, and proven abilities necessary to become a retail supervisor

Retail Supervisor Course Details

Program Goal and Outcomes

Additional Details

Sample Retail Supervisor Lesson