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"I have implemented many positive new ideas for customer service, employee relations, store atmosphere and myself."

This Retail First Level Manager program allows first level managers to build sound business skills to help them achieve their retail career goals The skills they learn include professionalism, communication, leadership, human resources, operations, marketing, sales, customer service, administration and planning.

Professionalism
This module teaches the finer points of acting professionally, working ethically and managing time effectively.

Communication
This module teaches active listening, writing and other communication strategies that are essential to first level managers in their day-to-day work.

Leadership
Leaders are made, not born. This module helps first level managers develop a vision that excites and motivates others.

Human Resources
Successful retailers understand that their success depends largely on their abilities to attract, develop and retain quality people. This module will help them obtain these critical HR skills.

Operations
This module focuses on behind-the-scenes activities that ensure sales associates are successful on the floor. Topics include workplace safety, inventory management and loss prevention.

Marketing
The goal of marketing is to attract new customers by promising and delivering superior value, and to keep current customers by satisfying their needs. This module focuses on key marketing skills such as marketing information, promotions and community relations.

Sales
This module teaches how to make sales, and how to motivate a sales team to meet and exceed sales goals.

Customer Service
This module examines the sales cycle: from providing in-store customer service, to initiating and closing the sale, and providing after-sales service. Also examined are ways to evaluate and improve customer service and satisfaction levels.

Administration
Effective administrative skills allow first level managers to improve productivity and customer service. Topics covered in this module include payroll, complying with legislation and contracts.

Planning
Planning skills are a critical factor in achieving business success. This module describes budget and business planning, competitive research and product mix.

To earn the FLM professional designation, first level managers must:

1. Complete the Retail First Level Manager Workbook;
2. Pass a multiple-choice examination;
3. Pass an in-store evaluation conducted by The Corporate Research Group; and
4. Log one year of on-the-job experience working in retail.

> Is the First Level Manager program right for you?
> Why Get Certified?

Related resources include:

• First Level Manager Workbook
• National Occupational Standards
• Essential Skills Profiles

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