Retail Customer Service Course

This resource supports the teaching of specific education and training content that can be implemented by classroom instructors in the context of a particular career cluster.

Laura Rutmanis
Author(s) Organizational Affiliation
Hubbs Center for Adult Basic Education
Minnesota Department of Education and the FastTrack Bridge Project
Publication Year
Resource Type
Instructional Material
Key Words
Product Type
Target Audience

The Retail Customer Service course is a retail/customer service certification class based on the National Retail Foundation’s Retailing Smarts series. Supplemental materials introduce new vocabulary as well as chapter concepts. The course includes hands-on activities, field trips, guest speakers, and test preparation. Students are prepared to take the National Retail Foundation Customer Service Test. The duration of this course is between 90 hours over 12 weeks offered by the Saint Paul ABE-Hubbs Center. Topics include: (1) Sales service standards/good sales techniques; (2) Greeting customers, dressing for success, and building relationships; (3) Customer needs; (4) Company policies, additional services, disabilities, and special circumstances; (5) Phone etiquette and special orders; (6) Warranties, policies, and methods of payment; (7) Resolving complaints; (8) Customer follow-up and business cards; (9) Keeping customer information records and personal shoppers; (10) Observation of customer service skills in stores, advertising strategies, and daily balance sheets, sales receipts, and inventory checklists; and (11) Job seeking skills.

Benefits and Uses

This course teaches and reinforces communication and literacy skills and introduces customer service skills for the retail industry in the context of the Marketing career cluster.

Resource Notice

This resource was reviewed and vetted through the Designing Instruction for Career Pathways initiative of the U.S. Department of Education, Office of Vocational and Adult Education under Contract No. ED-CFO-10-A-0072/0001.