Student Training :

Just don’t take up job in Retailing. Think, understand, practice and make a career in Retailing.

ZeebraCross training and development program is designed based on retail sector need, changing consumer tastes/attitudes, globalization of markets, government policies, technology and economical development in India. This program will help the trainees to attain the requisite retail management knowledge and the positive attitude for creating great customer experience, which is essential for their progressive and continued development as retail professionals.

Certification Program in Retailing and Customer Experience Management

Duration: 12-15 weeks

The goal of this certification course is to build confidence and customer service attitude in the candidate and complementing the retail industry to welcome on-board the quality candidates who have chosen retail as career.
The course is designed and developed after more than 1000 hours of research, observation, interviewing, and consultation with subject matter experts, floor managers, branch managers, staff, human resource team and students to understand their expectation and gap for managing and running retail formats profitably.

The course will equip candidates with the knowledge, skills and insights needed to take career in retail. The course is a blend of retail operation and m anagement, customer service management, communication skill, inter-personal skill, team-building skill and developing emotional intelligence.


This program will cover the following aspect of retailing:

1. Why Retail Certification Program?
Career prospects and employment

2. Introduction to the Retail Ecosystem
What is retailing?
What do retailers do?
Important of retail for our society.
What is there for me in retail industry?
What are the different factors for classifying the retail types?
Retail Function.

3. An Overview of India Retail Sector
The Scope of Retailing in India and its Future
Overview of India Retail Industry and its comparison with the developed nations.
Consumer and Consumption Trends.
Overview of India’s largest multi-format retails and the key drivers.
Retail industry Market Segment.
Understanding of types and various Retail Formats.
Retail- India and its challenges
The types job opening, description and candidate profiles.

4. Overview of Store Planning, Design and Layout
Store Planning
Location Planning
Store Design and the Retailing Image Mix
The Space Mix
Store Layout: The Circulation Plan

5. Retail merchandising
The concept of buying function
Visual Merchandising and displays and its role
Shop displays
Markups and Markdowns in Merchandise Management
Retail Merchandise Management
Effective Customer Service
Define good customer service
Recognize the importance of good customer service
Understand customers needs and expectations

6. Staff Management
Organization Structure
Responsibilities
Staff Scheduling
Back-up process
Staff Entry
Locker-Management
Staff Uniform, Grooming & Briefing
CSA Routine Activities
Cashier Role
Floor Movement
Staff Exit

7. Floor Management
Store Key Management
F&V Replenishment Process
Exchange Process
Gondola Plan
Promo process
SKU Rotation Plan
Clip Strip Policy

8. Inventory Management
Store Receiving from DC
Store Returns From DC
Arrival Discrepancy Process
Freebies and Promo Offers
F&V Indent
DSP Process
Out of Stock Management
Consumables Indent
Home-Delivery Process
Customer And Staff Breakages
Customer Pilferage

9. Cash Management
Cashiering Process
Float-Cash Management
Petty-Cash Management
Sales-Cash Management
Coupons Management

10. Communication skill in Retailing
Identify the different forms of communication
Use listening skills to identify the needs of customers and colleagues
Develop questioning skills

11. Product Knowledge
Give clear information to customers
Identify the features and benefits of products for the customer
Understand how products are displayed

12. Effective selling skills
Recognize the importance of identifying customer needs
Identify the seven steps to successful selling
Identify opportunities for link selling where appropriate
How to impress your customers
Identify what makes us form impressions
Use tips in order to make a positive impression on our customers

13. Shrinkage
What is Shrinkage?
Top Sources of Shrinkage
How dose shrinkage happens?
Preventive measures to stop Shrinkage

14. Franchising In Retailing
Overview of franchising
Franchising In India and Various Types
Types of Franchise arrangement
Benefits of Franchising

15. Supply Chain and Logistics Management
Supply chain challenges in India
Bull-whip Effect
SCM software’s
Relationship- CRM, ERP& Supply Chain Management

16. Customer Experience Management
How to implement Customer Experience Management
Tips for improving The Customer’s Experience


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