Hardware Retailing

OCT 2016

Hardware Retailing magazine is the pre-eminent how-to management magazine for small business owners and managers in the home improvement retailing industry.

Issue link: http://www.hardwareretailingarchive.com/i/730317

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Page 18 of 94

HARDWARE RETAILING | October 2016 14 NRHA News NRHA Offers a Fresh Take on Selling Skills with Updated Course C ustomer service has long been one way independent home improvement retailers differentiate themselves from their competitors. For many years, retailers have turned to a North American Retail Hardware Association (NRHA) training course to teach employees the basics of selling skills. Now, that course has an exciting new look, as NRHA recently released a refreshed version of its Basic Training Course in Selling Skills. "At NRHA, we are always developing new training content, but we also want to ensure our current material is up-to-date and relevant to our members," says Allison DeWitt, NRHA director of member services. "The updated Selling Skills course has a new look and feel, with features that will engage learners, allowing them to retain more information and apply their learning directly to their role in the store." While the content of the refreshed course is largely the same, it gives learners a new experience designed to increase learning and retention. It uses photos, audio narration and interactive elements to guide students through each module, allowing them to learn at their own pace and engage the content in a new way. For example, the module on engaging customers allows students to choose how they would respond to a particular customer, and then learn why or why not that was the best response. "These are the basics every employee needs to know to deliver top-notch customer service," says DeWitt. "This course is ideal for the new hires, but also a great refresher for long-time employees." The Selling Skills course is a perfect fit for NRHA's Basic Training suite of courses, which includes the Basic Training Course in Hardware Retailing and the Basic Training Course in Building Materials Retailing. Students have access to a printable study guide, and can take a 50-question test to gauge their proficiency. Training managers can easily monitor each student's scores. For those already using NRHA's training, the transition to the new course will be easy. Students can begin using the new course immediately. Trainers will not need to re-register students or create new passwords. All current login information remains the same. Students will access the course through the "members only" section of nrha.org. The Basic Training Course in Selling Skills is available now for NRHA members in the U.S. and Canada. If you're not an NRHA member, you can sign up at nrha.org, or contact Kamille Stokes at 800-772-4424 or kstokes@nrha.org. Modules Include: • The Elements of Good Selling • Making a Good First Impression • Different Customer Types • Meeting Customers' Expectations • Engaging the Customer • Dealing With Customer Complaints • Providing Product Knowledge • Overcoming Objections and Closing the Sale • Telephone Skills • Add-on Selling " These are the basics every employee needs to know to deliver top-notch customer service. " —Allison DeWitt, NRHA director of member services

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