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Content

Business

Retail Management


SME CASE STUDY: UNWINED - INTRODUCING HOSPITALITY TO RETAIL

Mark and Meredith Telfer purchased what a franchised retail cleanskin wine outlet. Over the course of nine years they worked the business hard ultimately transforming it into a unique wine bar, complementing the now more up-market wine and boutique beer retail section of their business. Their slogan is 'Come for a glass, leave with a bottle'. This video explores the journey of a small business as it re-invents itself across a decade. It looks at making business decisions, opportunities for growth and sustainability, planning and implementing change to meet customer demands. It presents an excellent case study for learners in courses related to Business Studies, Small Business Management and Hospitality.

DVD (With English Subtitles) / 2014 / (Middle Secondary - Professional) / 15 minutes

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MINIMISE THEFT

Although most people love retail shopping and are there to buy products or services, the reality today is that theft is a significant part of the retail environment. So, as an employee, a big part of your job is to help stop this. But how do you do that? In this program, we explore the main ways this is done. It covers routine store security systems and procedures, and how you apply these to merchandise, cash, and equipment. Featuring interviews from two leading authorities on the subject one a retailer, one a security systems expert this is a practical and informative resource covering ways you can help minimise theft.

DVD (With English Subtitles, CD-ROM) / 2011 / (Senior Secondary - Professional) / 23 minutes

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ORGANISE AND MAINTAIN WORK AREAS

When you go shopping, the first thing that stands out is how clean a shop is. If it's dirty or just plain messy, chances are you'll walk straight out. As an employee, a dirty workplace also means more hazards for you. With a focus on one of Australia's leading food retailers Burger Edge we explore the key skills you need to organise and maintain work areas, maintain safety standards, clean work areas and maintain equipment. Filmed in a dynamic contemporary retail environment, this is a practical and information-packed introduction to the systems and processes that keep work areas clean.

DVD (With English Subtitles, CD-ROM) / 2011 / (Senior Secondary - Professional) / 22 minutes

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PERFORM STOCK CONTROL PROCEDURES

In a successful retail business, your stock will turnover frequently. The more people buy it, the more you'll need to replace it. But how do you actually keep track of what's come in, what's gone out and what's out the back? In this program we take a comprehensive look at the skills, knowledge and attitudes required to handle stock in a retail environment. Filmed at the flagship store of Kryolan Cosmetics, we examine the importance of clean work areas, how to process goods safely, the best ways to receive and process incoming goods, how to process and store goods appropriately, and finally how to rotate stock.

DVD (With English Subtitles, CD-ROM) / 2011 / (Senior Secondary - Professional) / 21 minutes

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APPLY POINT OF SALE HANDLING PROCEDURES

The financial aspects of any retail store are vital to business success. It needs to be fast and accurate to help keep the business flowing well. Critical to this is good Point of Sale (POS) service and practice. This incorporates understanding and operating POS equipment, processing transactions, completing sales, cash and non cash handling, balancing the register, reconciliation of takings & accuracy of reporting. In this program we see and hear from a leading retail industry expert about how the systems work to make the retail experience a fast and smooth operation that keeps their business responsive and successful, and hear about the ways to optimise effectiveness of retail POS handling. This is an educational and practical look at this vital area of the retail industry.

DVD (With English Subtitles, CD-ROM) / 2009 / (Junior Secondary - Professional) / 21 minutes

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CUSTOMER SERVICE EXCELLENCE IN THE RETAIL INDUSTRY

The modern retail environment is extremely competitive. With the expanding capabilities of electronic trading, the personal shopper is becoming more discerning and the retailer can no longer just meet customer needs. Today it's vital that they anticipate and exceed their customer's expectations. Indeed going beyond expectations of standard customer service has become the key point of difference in the retailer's quest to survive and grow. This exciting program examines how several award-winning retailers achieve customer service excellence. It examines who customers are, defines products, facilities and services, explores the vital role that good communication plays, looks at the most effective ways to handle complaints and examines how best to serve customers with special needs. This is a practical and informative look at modern customer service excellence in the retail industry.

DVD / 2009 / (Junior Secondary - Professional) / 32 minutes

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OCCUPATIONAL HEALTH AND SAFETY IN THE RETAIL INDUSTRY

In Australia, accidents in the retail workplace cost millions of dollars per year in direct costs and loss of production. Every year many people suffer a long-term injury, which affects their ability to work and enjoy life. Some even die. Employers and employees have legal responsibilities to keep workplaces safe and to reduce these risks, and the retail environment has some unique OHS conditions that you need to be aware of. In this program we hear from both WorkSafe Victoria and the Shop Distributive and Allied Employees Association, as well as coal-face expertise from leading retailer Woolworths about the effects of workplace injuries, legal obligations, employer responsibilities, employee responsibilities, the main types of injuries and what to do if there is an OH&S issue. A positive and pro-active look at the issues and how to make your retail workplace safe.

DVD / 2009 / (Junior Secondary - Professional) / 32 minutes

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CONTAINER STORE, THE: RE-IMAGINE CUSTOMER SERVICE AND TALENT THROUGH COMMUNICATION AND LEADERSHIP

With Tom Peters

Great customer service comes from great people, but how do you hire, train, and retain the best people? More importantly, how do you get everyone to deliver the best service possible? In this program, Tom Peters will show you how great service happens. You will learn how The Container Store has developed the highest customer satisfaction and the lowest employee turnover rate of any major retailer in the nation.

The Container Store has been one of Fortune magazine's TM top "100 Best Companies to Work For" for five years in a row. How do they do it? Careful hiring, constant communication, lots of training, and hard work are the key elements that contribute to the success of The Container Store.

KEY LEARNING POINTS
  • Embrace A Big Vision
  • Hire Great People
  • Communicate Constantly
  • Train, Train, Train ¡K Train All The Time
  • Selling and Service Go Together
    •

    DVD (Closed Captioned) / 2004 / 18 minutes

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    JORDAN'S FURNITURE: RE-IMAGINE THE CUSTOMER EXPERIENCE

    With Tom Peters

    Jordan's Furniture is one of the leading furniture retailers in New England. They are known for great service - and for giving customers a unique experience. Now, Tom Peters shows you how Jordan's has made every aspect of the shopping experience for furniture fun - and different. And how that in turn makes Jordan's so successful.

    In this fast-paced and entertaining program, you will gain insights into delivering great customer service! You'll also see how to make your customer's next experience a memorable one.

    KEY LEARNING POINTS
  • Give The Customer a WOW! Experience
  • Deliver Outstanding Service - Before, During, and After the Sale
  • Know How Your Product Fits the Customer's Needs
  • Have Fun!
    •

    DVD / 2004 / 6 minutes

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