This programme is designed to equip retail workers with the ability to listen and speak English confidently with customers of different cultures, as well as to use appropriate phrases and vocabulary in retail situations.

At the end of the course, they will be able to use Service English to interact with customers effectively and professionally.

Date: 20 October 2009
Time: 9am – 12pm
Location: SRA Institute, 371 Beach Road, #02-04/05 Keypoint, Singapore 199597

Contact:

• Singapore Retailers Association (SRA)
• Tel: (65) 6295 2622
• Email: info@sra.org.sg

How To Register

1. Download the Service English for Retail Professionals Programme Application Form – 6 October to 8 December 2009 (DOC).
2. Fax the completed form to SRA at Fax: (65) 6295 2722.

Topics Covered

• Pre-Course Assessment
• Approach & Welcome the Customer
• Identify Customer’s Needs
• Features & Benefits of the Product/Service
• Handle Customer’s Objections
• Suggestive and Referral Selling
• Closing the Sale
• Handle Payment
• Handle Complaints, Refunds & Exchanges
• Post-Course Assessment

To help raise customer service standards in Singapore, the Singapore Retailers Association (SRA) launched Service English for Retail Professionals Programme in 2008 in partnership with the Speak Good English Movement.