RETAIL MANAGEMENT: DRIVING OPERATIONAL EXCELLENCE & CUSTOMER EXPERIENCE
The retail industry operates in an increasingly competitive, data-driven, and customer-centric environment. Retail organisations must optimise merchandising, inventory control, visual presentation, and customer experience to sustain profitability and brand loyalty. Ineffective stock management, poor product placement, and weak visual merchandising often result in lost sales, excess inventory, and inconsistent customer experiences.
This Retail Management programme is designed to equip participants with structured retail management competencies and hands-on tools to enhance store performance. The programme integrates merchandising strategies, planogram development, inventory control techniques, sales data analysis, and customer experience principles aligned with operational best practices and organisational standards.
Who Should Attend
This program is suitable for:
- Retail Store Managers and Supervisors
- Merchandisers and Visual Merchandisers
- Sales and Operations Executives
- Retail Business Owners and Entrepreneurs
- Franchise Owners and Operators
TRAINING METHODOLOGY
This program delivers instructor-led, experiential learning through:
- Interactive lectures and facilitated discussions
- Group discussions and structured brainstorming
- Case studies and retail simulations
- Hands-on practical exercises and workshops
- Individual action planning and reflection
PROGRAMME OBJECTIVE
By the end of this programme, participants will be able to:
- Apply effective retail merchandising principles to maximize sales performance
- Design and implement planograms for optimal product placement
- Manage inventory efficiently to reduce losses, overstocks, and stockouts
- Analyse sales data to support informed retail decisions
- Create visually compelling merchandising displays
- Enhance customer experience and overall store performance
- Develop a practical retail improvement action plan for implementation
LEARNING OUTCOMES
Upon completion, participants will demonstrate the ability to:
- Demonstrate improved merchandising and product placement techniques
- Apply inventory management tools such as FIFO, FEFO, and ABC analysis
- Interpret sales reports to identify trends and performance gaps
- Design effective visual merchandising layouts aligned with customer behaviour
- Improve customer engagement through merchandising and store layout strategies
- Implement actionable improvement initiatives within their retail operations
COURSE CONTENT
Day 1: Retail Foundations and Operational Excellence
Session: Registration, Welcome and Icebreaker
- Programme overview and expectations
- Icebreaker: Best and Worst Shopping Experience
Module 1: Introduction to Retail Management
- Overview of retail management functions
- Roles and responsibilities of retail managers
- Key retail success factors
- Current retail challenges and market trends
Activity: Group discussion on retail challenges
Module 2: Retail Merchandising Principles and Product Placement
- Merchandising fundamentals
- The 5 Rights of merchandising
- Retail and supermarket product placement strategies
- Decompression zone and entrance area design
Activity: Product placement exercise
Module 3: Planogram Development and Implementation
- Understanding planograms and their purpose
- Shelf space optimisation techniques
- Designing effective planograms
- Implementation, compliance, and monitoring
Activity: Group planogram design and presentation
Module 4: Stock Management and Inventory Control
- Inventory management principles: FIFO, FEFO, and JIT
- Safety stock calculation and reorder point planning
- ABC analysis for inventory prioritisation
- Technology and systems in inventory management
Activity: Case study and stock calculation exercise
Day 1 Wrap-Up
- Reflection and Q&A session
Day 2: Visual Merchandising, Customer Experience and Implementation
- Session: Energiser and Day 1 Recap
Module 5: Analysing Sales Data for Retail Decisions
- Understanding sales reports and KPIs
- Identifying trends, patterns, and performance indicators
- Fast-moving versus slow-moving items
- Applying data-driven merchandising decisions
Activity: Sales data analysis workshop
Module 6: Visual Merchandising Essentials
- Store layouts and visual flow principles
- Colour psychology, lighting, and signage
- Window displays and focal points
- Engaging the five senses in retail merchandising
Activity: Visual display design workshop
Module 7: Enhancing Customer Experience Through Merchandising
- Customer journey mapping
- First impressions and decompression zones
- Emotional and sensory engagement strategies
- Inclusive and customer-friendly retail design
Activity: Store section redesign for improved customer experience
Module 8: Action Planning and Implementation
- Consolidation of key learnings
- Developing SMART retail action plans
- Peer review, feedback, and accountability
Activity: Individual retail improvement action plan development
Programme Closing
- Programme evaluation and feedback
- Certificate presentation
- Closing remarks
Course Schedule
Date: 2 Days
Time: 9 AM – 5 PM
Course Fee
Our course is HRDF claimable.
Contact us to claim for promo rate.
Location
No. 2-2, Plaza Usahawan Genting Kelang,
Jalan Danau Niaga 1, Taman Danau Saujana,
53300 Kuala Lumpur.
Certificate
- Participants will receive a Certificate of Completion upon successful participation in all training sessions.
Registration
About The Trainer & Programme
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Enquiry
Or Call Us : +6016 338 2229