Retail Customer Service Detailed Curriculum
Week: 1 (before textbook)
Target Objective:
 understand sales service standards/observe good sales techniques
 watch “Go Retail” DVD
Dialogue/Role Play/Case Studies:
 “Are you Prepared?”
 mystery shopper
 Find Someone Who…
Computer:
 Quia training
Vocabulary:
 Quia games
Math:
 counting out change
Assessment:
 Self-assessment (pg. vii in book)
Portfolio/Resume:
 EFF Standards & Wheel/Skills I Need worksheet
Speaker/Field Trip:
 go to store and purchase folder with pockets
 mystery shopper activity to describe store experience (find sales associate, ask
where folders are, observe interaction, fill out form)
Week: 2 (Book 1, through pg. 16)
Target Objective:
 greeting customers, dress for success, building relationships
Dialogue/Role Play/Case Studies:
 open-ended questions pg. 4
Computer:
 vocabulary
Vocabulary:
 Quia games
Math:
 reading and writing number amounts
Assessment:
 observing customers, Quia test, Book 1, 1-12
Portfolio/Resume:
 personal information
 a list of formal and informal greetings to use with customers
Speaker/Field Trip:
 sales associate from __________________________
Week: 3 (Book 1, pg. 21-47)
Target Objective:
 customer needs and complaints
Dialogue/Role Play/Case Studies:
 workbook pg. 33, 39, 40
Computer:
 vocabulary
Vocabulary:
 Quia games
 Quia quiz
Math:
 checking for errors
Assessment:
 Quia test, Book 1, 13-25
Portfolio/Resume:
 reference list
 initial goal plan
Speaker/Field Trip:
 Li Nordell/ resume builder
Week: 4 (Book 2 pg. 1-36)
Target Objective:
 company policies, additional services, disabilities/special circumstances
Dialogue/Role Play/Case Studies:
 The Matching Game pg. 4-5
Computer:
 vocabulary
Vocabulary:
 Quia games
Math:
 50% off and ½ off sales
 service extras graph in book
Assessment:
 Quia test, Book 2, 1-12
Portfolio/Resume:
 employment history /skills I need to work on worksheet
Speaker/Field Trip:
 in house speaker
Week: 5 (Book 2 pg. 39-67)
Target Objective:
 phone etiquette, special orders
Dialogue/Role Play/Case Studies:
 processing special orders pg. 55 in text
 telephone scenarios/ serving two customers, pg. 11 & 12
Computer:
 vocabulary
Vocabulary:
 Quia games
 Quia quiz
Math:

25% off and ¼ off sale
Assessment:
 Quia test, Book 2, 13-25
 peer evaluation role-plays
Portfolio/Resume:
 training & recognition worksheet, pg. 18
 workforce portfolio minimum requirements
Speaker/Field Trip:
 area business field trip
Week: 6 (Book 3, pg. 1-18)
Target Objective:
 warranties, policies, methods of payment
Dialogue/Role Play/Case Studies:
 role play with angry return, Three Ways to Buy worksheet
 scenario for Self Performance Rating Scale
 understanding limited warranties, pg. 31-33
Computer:
 vocabulary
Vocabulary:
 Quia games
Math:
 money relationships, 1/10 practice
Assessment:
 Quia test, Book 3, 1-12
Portfolio/Resume:
 telephone script with an angry customer
Speaker/Field Trip:
 questionnaire for interviewing businesses
Week: 7 (Book 3 pg. 21-43)
Target Objective:
 resolving complaints
Dialogue/Role Play/Case Studies:
 resolving complaints, pg. 34-35, 39-43 in book
Computer:
 vocabulary
Vocabulary:
 Quia games
 Quia quiz
Math:
 sales promotion vocabulary
Assessment:
 Quia test, Book 3, 13-25
Portfolio/Resume:
 write a thank you letter to the business visited
Speaker/Field Trip:
 discussion on Questionnaire for Interviewing Businesses
Week: 8 (Book 4 pg. 3-21)
Target Objective:
 customer follow-up, business cards
Dialogue/Role Play/Case Studies:
 conduct Customer Follow-up, pg. 3-6
 Joe’s complaint, pg. 6-7
Computer:
 vocabulary
Vocabulary:
 Quia games
Math:
 mental practice/ percents and fractions

sales & promotions, practice determining clothing sales, pg. 27 & 28
Assessment:
 Quia test, Book 4, through pg. 20
Portfolio/Resume:
 design your own business card
Speaker/Field Trip:
 field trip, Target storeroom tour
Week: 9 (Book 4 pg. 25-36)
Target Objective:
 customer information record keeping, personal shoppers
Dialogue/Role Play/Case Studies:
 creating a client record for a peer, pg. 29
 describing product features, pg. 7
Computer:
 vocabulary
Vocabulary:
 Quia games
 Quia quiz
Math:
 comparing prices – Are they the Same? pg. 20, 21, 29, 30
 graph comparing several stores
Assessment:
 Quia test, Book 4, pg. 20-35
Portfolio/Resume:
 portfolio organization
Speaker/Field Trip:
 manager of retail service: __________________________
Week: 10
Target Objective:


observe & discuss customer service skills in store
advertising strategies, daily balance sheet, sales, receipt, inventory checklist
Dialogue/Role Play/Case Studies:
 store Scenario
Computer:
 Quia test – pull questions from workbooks 1 & 2
Vocabulary:
 Quia test – pull questions from previous vocabulary tests (workbooks 1 & 2)
Math:
 reconciling and practice
Assessment:
 peer assessment from inside and out
Portfolio/Resume:
 pictures & writing captions from store
Speaker/Field Trip:
 store scenario only
Week: 11
Target Objective:
 resume ready, class mock interview, portfolio compilation
Dialogue/Role Play/Case Studies:
 mock interviews
Computer:
 Quia test – pull questions from workbooks 3 & 4
Vocabulary:
 Quia test – pull questions from previous vocabulary tests (workbooks 3 & 4)
Math:
 practice math as needed
Assessment:
 assessing “Use Math to Solve Problems and Communicate”, pg. 12
 practice test (1-11 questions on NRF website)
Portfolio/Resume:
 completion of both and ready to present
Speaker/Field Trip:
 none
Week: 12
Target Objective:
 prepare for final test, class graduation certificates, Jeopardy Game
Dialogue/Role Play/Case Studies:
 Jeopardy Game
Computer:
 Quia test – pull most missed questions from all other tests (see Quia class
profiles)
Vocabulary:
 Jeopardy Game
Math:
 review of any needed material, Jeopardy Game
Assessment:
 final exam on Quia
Portfolio/Resume:
 final certificate
Speaker/Field Trip:
 none