Employment and Jobs

Customizing Training for Retail Workers: A Guide for Facilitators

February 25, 2020  • Economic Opportunities Program

On behalf of our partners in Chicago, we’re pleased to share this Facilitator Guide to support training providers and retail professionals delivering the National Retail Federation Foundation’s Basic Customer Service & Sales Fundamentals curriculum.

In 2018, we published a profile of the collaboration between Chicago grocer Pete’s Fresh Market and Instituto del Progreso Latino, a nonprofit organization committed to the fullest development of Latino immigrants and their families through education, training, and employment. The profile detailed how the two organizations implemented partnered strategies to train and support retail workers and help them advance in their careers. After releasing the report, we heard from practitioners that they wanted to know more about Instituto’s approach and how they can apply it to their work. This Facilitator Guide – developed by training experts at Instituto – responds directly to that request.

The guide is based on Instituto’s experience customizing the NRF Foundation curriculum for local businesses and can serve as a resource to help workforce leaders. It includes detailed information on adapting NRF Foundation training for delivery to incumbent workers and customizing the training for company-specific retail environments. This includes guidance on how to talk with retail representatives about their training needs before developing a course, and how to reconnect after a course to assess outcomes and plan future training. The guide also offers teaching tips for trainers, including information on teaching methods, assessing and responding to learning barriers, and designing activities such as role plays.

Get Started with the Facilitator Guide

Since 2016, 12 workforce organizations in Chicagoland have worked together on shared strategies to improve retention and advancement for workers in retail and related sectors. Reimagine Retail Chicagoland is part of the Economic Opportunities Program’s national Reimagine Retail initiative, funded by the Walmart Foundation. We’ve worked closely with our Chicago partners as they’ve deepened employer relationships and coached businesses on strategies to improve worker stability and mobility. This Facilitator Guide offers a practical tool that workforce professionals in Chicago and across the country can apply immediately in their work.

In September 2019, NRF Foundation released a new version of the Customer Services & Sales textbook, curriculum, and exam, designed specifically for job-seekers. So this Facilitator Guide, while containing information and guidance that is evergreen, will be most relevant to training providers still using the pre-2019 version of the NRF Foundation’s textbook and curriculum. While we know that training providers will likely transition to the new NRF Foundation materials over time, we hope this guide will be a helpful resource along the way.

 

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The “Customer Service & Sales Fundamentals” Facilitator Guide offers a practical tool that workforce professionals can apply immediately in their work.

The #ReimagineRetail Facilitators’ Guide is based on @Instituto1977’s experience customizing the @NRFFoundation curriculum for local businesses and can serve as a resource to help workforce leaders.

The #ReimagineRetail Facilitators’ Guide includes detailed information on adapting @NRFFoundation training for delivery to incumbent workers and customizing the training for company-specific retail environments.

The #ReimagineRetail Facilitators’ Guide offers teaching tips for trainers, including information on teaching methods, assessing and responding to learning barriers, and designing activities such as role plays.

 

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The Economic Opportunities Program advances strategies, policies, and ideas to help low- and moderate-income people thrive in a changing economy. Join our mailing list and follow us on social media to stay connected to our work, including events, publications, blog posts, and more.

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