Certificate in Retail Service Professional

As the technologies keep advancing, retail industry has been slowly conquering the business industry. Since the technologies keep advancing, naturally, consumers’ satisfaction is getting very difficult to achieve. Therefore, in this course, it will focus on analyzing the needs of the consumers in today’s market. 

Learning Outcomes

• Design a Customer Value Proposition based on the Organization Targeted Users
• Understanding the Customers Behaviour Now and Then
• Think Creatively in Providing Satisfaction to the Customers
• Today’s customer values in retail and how to capture market opportunity
• Using customer value proposition to overcome challenges in meeting customer needs
• Understand 4C of customers

Course Modules

Concept of Customer Values

• Importance of Customers in Retail
• Defining Customer
• Understanding the Customer Behaviour
• Customer Now and Then
• Finding Customers’ Needs

Understanding the Values

• Introducing the 4 Stages of Customers’ Value
• Why Customers Pay
• What Value Customer Pay For?
• Understanding Customers Decision Making
• Concept of Competitive Superiority

Customer Needs

• Types of Customers
• Common Problems in Meeting Customer Needs
• Discover the Issues of Customer Expectation
• Introducing 4Cs of Customer
• Using Quantitative and Qualitative for Forecasting

New Concept of Customer Needs

• Discovering Customer Dissatisfaction
• Comparing with Competitors
• Buying Pattern of the Customers
• Identifying Customers Satisfaction
• Importance of Customer Satisfaction

Incoming of Customer Value Propositions

• Importance of Customer Value Proposition
• Finding the Target User
• Defining Customer Value Proposition
• Finding the Benefits of Others
• Finding Own Values – Describing Pain Reliever and Game Creators

Creating Own Customer Value Propositions

• Introducing the Strategy Canvas
• Using of Customers Problems
• Exploring the Customer Problems and Find Out the Expectations
• Using Own Values to Offset the Pain
• Introducing the KFS