Retail and Hospitality Sales & Service Training Foundations Course

$598 Per Person

(Bulk Discounts Available!)

Brand new course for 2024!

Do you have employees who work in either retail or hospitality that could benefit from learning how to deliver consistently great customer experiences for your customers?

Would your business benefit from happier customers and more sales?

When interacting with customers in a face-to-face environment such as retail or hospitality, there are a myriad of skills that come into play, including how to engage effectively with customers, handle objections, take orders, display empathy, take ownership, etc.

With decades of experience working directly in the customer service industry, we’ve designed this Retail and Hospitality Sales & Service Training Foundations course to deliver what we consider the fundamental customer service skills required for anyone who works in a role that deals with customers either face-to-face or via the odd phone call such as retail assistants, hospitality staff, etc.

Aligned with the Australian Customer Experience Professionals Association (ACXPA) Quality Standards, your employees will be taught the skills that are proven to improve customer outcomes, and it’s delivered live by two genuine industry experts so your employees learn directly from the best!

The Retail and Hospitality Sales & Service Training Foundations course combines some of our most popular short courses into one handy course covering the essential skills for interacting with customers either in person or over the phone, how to handle objections, and how to build resilience to handle the rigours of working in the retail/hospitality industry to ensure your employees can consistently function at their best.

Delivered over 3 x 3-hour online sessions (total of 9 hours of live, expert training), your employees will be coached to progressively learn, build and apply new habits and skills in a structured manner that will positively transform their psychology and performance in how to interact with customers.

If you’re looking for a great all-around course that will return the investment you make in training your employees with an immediate uplift in happier customers and more sales, this is one course not to be missed!

Retail and Hospitality Sales & Service Training Foundations course

Retail and Hospitality Sales & Service Training Foundations course Fast Facts

  • 3 x 3-Hour modules (9 hours in total) of live, facilitated training by industry experts, so it’s easy to schedule with minimal operational impact.
  • Suitable for any employee interacting with customers face to face or over the phone.
  • Employees will learn leading customer service and sales techniques plus resilience and wellbeing skills to enable them to consistently perform at their best.
  • The skills & methodologies are aligned with the Australian Customer Experience Professionals Association and can be applied across any industry.
  • All sessions are delivered live & online with high engagement (learn and laugh!).
  • Designed and facilitated by TWO industry experts (not just someone reading off a Powerpoint template!)

Optimised for online learning (virtual training)

This course has been specifically adapted to be delivered online so your employees can dial in from either the workplace or from home, with employee engagement and learning outcomes enhanced by the short bursts of interactive and engaging development methods.

With the benefits of live facilitated online training, we are able to effectively use two expert trainers that would otherwise not be feasible with onsite training due to the additional costs.

The Retail and Hospitality Sales & Service Training Foundations course will introduce and coach your employees through the essential behaviours needed for superior in-person customer service that will also help deliver improved sales.

With short, 3-hour modules, it enables you the flexibility to schedule the training with minimal disruption for your business, as well as delivering improved learning outcomes (it can be challenging to focus for an entire day of training and retain all the learnings).

For private bookings of this course, we can also conduct online/virtual training outside of standard business hours to ensure there is no disruption to your business whilst your employees receive training.

Online Customer Service Training course for Hospitality workers
Employees can dial in either from work or from home!

Who should do this course?

Hospitality Customer Service Training course

The Retail and Hospitality Sales & Service Training Foundations course has been designed to help any employees who work in a role that interacts with customers face to face/in person such as retail workers and hospitality staff.

The 3 x 3-hour sessions have been designed to be delivered in a structured manner enabling your employees to learn and apply their new skills in between the different modules.

The skills we teach are applicable to all industries, products and services!

Typical roles include:

  • Retail staff (retail assistants, retail sales assistants, sales assistant etc.).
  • Hospitality staff (Wait staff, bar staff, reaturarent/cafe staff, baristas etc.).
  • Receptionists/Front of house roles
  • Customer service staff
  • Frontline staff who interact with customers

If you are looking for shorter or more targeted course options, we have a range of alternative courses, including our Retail Sales & Service Essentials (a shorter version of this course at just 3 hours), Retail Sales & Service PRO (the same duration as this course but with different course modules), Customer Service ExcellenceManaging Difficult Customers and lots more!

View all our Customer Service Courses >

What your employees will learn:

The Retail and Hospitality Sales & Service Training Foundations course is designed to equip employees with the essential skills they need to work in a role that involves working with customers on a consistent basis.

How to have better conversations with customers, how to ensure customers’ needs are met, how to handle tough situations and how to ensure your employees can consistently perform at their best are all covered in this course that pulls content from some of our most popular courses and rolls them into one!

There’s plenty of role-playing, interaction and practice included to ensure your employees can put their new skills to work with the training conducted in a safe, fun and welcoming online environment.

At the end of the course, your employees will be provided with a certificate of achievement, and most importantly, they’ll be empowered with new skills that will help them succeed in their job and deliver improved outcomes for your business.

Key course outcomes include: 

Retail Customer Service Foundations training course outcomes
  • Customer Service skills that enable your employees to engage customers with confidence to deliver experiences that will improve the outcomes for your business (i.e. improved customer service, more sales, higher retention, etc.)
  • Skills to handle difficult customers that will reduce anxiety in your staff in how to handle those tough situations, and ensure your business has a reduced level of frustrated customers.
  • Skills on how to build resilience in the workplace that will enable your employees to consistently work at their best when dealing with customers on a regular basis. 
  • Expert tips on wellbeing to enable your employees to achieve optimal health (that will enable them to perform at their best inside and outside of work)

9 hours of training delivered over 3 x 3-Hour Sessions 

The public version of the Customer Service Foundations training course is a 9-hour training course spaced out over 3 x 3-hour sessions to minimise the impact on your operations and enable employees time to learn and apply their new skills in between each session.

This course can also be conducted privately,  which provides greater flexibility with the dates, times and duration of the course (e.g. we could deliver one 3-hour session per week for three weeks, complete all the sessions in consecutive days, run the sessions only in the mornings or afternoons during your quieter periods etc.) and the content can be customised to suit your exact requirements.

Session 1 - Customer Service & Sales

We will teach your employees the critical skills and behaviours for enhanced customer interactions that are used by the most successful customer service employees in the world to deliver superior customer experiences.

1. The Psychology of Customer Service & Sales

This module sets the scene about what customers want and need to purchase based on decades of research and why customer experience (CX) is crucial to business success.

2. How to Start and Finish any Customer Interaction

Your employees will learn how to create a strong first impression by showing strong ownership and intent, managing expectations and building trust and confidence.

They’ll also learn how to avoid those often awkward, clunky finishes through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell that leaves a positive impression.

3. Body Language & Voice Projection

Participants will explore and practice the use of good posture, breathing, vocal delivery and body language to enable strong face-to-face communication that builds confidence and trust in customers resulting in better customer service and more sales!

Session 2 - Customer Service & Sales

In session two, your employees will learn how to ensure your customers are satisfied, resulting in better outcomes for your business.

Having to deal with frustrated customers is inevitable in any retail or hospitality job, so in this module we’ll also equip your employees with the skills and confidence to handle difficult customer situations.

4. Needs Discovery

We’ll teach your employees techniques used by the FBI for enhanced customer conversations that efficiently and effectively identify and confirm what customers wish to achieve through your products and services (for sales) or get to the root cause of any issues (for service).

5. How to Educate & Inform for Success

Participants will learn how to proactively educate and inform customers through consistent checks of understanding, comfort and suitability with key information and solutions provided.

6. Handling Difficult Customers

With increased levels of customer frustration, we’ll teach your employees various vocal and body language techniques used to diffuse heightened customer emotions and how to respond to more inappropriate customer behaviours.

Session 3 - Resilience & Wellbeing

Savvy businesses know that Interacting with customers all day can be hard work, so investing in your employees and ensuring they are equipped with improved resilience skills will not only build employee engagement, it will also result in improved performance, reduced stress leave, lower turnover, etc., which is good for your employees and your business.

But even armed with the best resilience skills, if your employee’s health is poor and they are constantly feeling sick, tired, etc., it’s hard to perform at their best, and this can manifest in higher unplanned leave, reduced performance, etc.

So this module of the Retail and Hospitality Sales & Service Training Foundations course also includes some global best-practice health and wellness tips that are easy to implement and will positively impact your employee’s well-being, inside and outside of work.

1. Resilience – What it is and isn’t

Resilience is often described as our ability to deal with difficult situations and recover quickly, usually described as toughness. What is frequently missed is the ability to master these situations, or more than one situation, in a way that is healthy and suits each of us.

Resilience is not just the ability to ‘soldier on’ but how to embrace difficult times and challenging situations as a learning opportunity without carrying the burden.

2. Pillars of Health And Wellbeing

The 4 Pillars of health and wellbeing are the foundations that will set you up for success and give you the strong base to build resilience, critical thinking and a solutions focused approach.

Ensuring your team has the strongest and most solid foundations will enable your employees to position themselves in the top per cent of those who are able to not only manage, but master difficult situations and challenging times.


3. Creating an environment to build resilience

This is not about soldiering on or being toughening up. Real resilience comes from the habits, thoughts and behaviours that create a healthy external and internal environment.

Having both the short term and long term strategies to effectively deal with life’s challenges as they arise are essential to your success and the success of your team, both professionally and personally.

This module will give you the tools to build upon your current strategies and steps to move through your day in the best way.

4. Top Tips to Wellbeing

Your employees will learn some of the leading well-being tips that will keep them happy, healthy, vital and consistently performing at their best.

Small and simple tips that create big results when consistently applied will result in your team having higher employee engagement, improved productivity, lowered stress levels, and a higher level achievement.

Other courses suitable for retail and hospitality workers include Retail Sales & Service Essentials (short 3-hour course), Retail Sales & Service PRO (9-hour course), Customer Service Foundations (same as this course but more focus on service, not sales) & Managing Difficult Customers (8-hour course). 

Search all Customer Service training courses > 

Not one, but two expert Trainers!

When you are building a house, you wouldn’t ask the carpenter to do the electrical work or get the painter to do your plumbing. You’d have the specialist trades perform their respective skills to get the best result.

And that’s the same approach to training!

Resilience/Wellbeing is a completely different skill from customer service and sales skills, so to ensure you get the best result for your employees, we use two specialist trainers!

It’s one of the big advantages of virtual/online training, that it enables us to use two industry experts to deliver the best training outcomes that otherwise just wouldn’t be cost-effective for onsite training.

For this Retail and Hospitality Sales & Service Training Foundations course, we use Simon Blair and Nant Nissen – both respective experts in their fields, each with decades of experience behind them.

This ensures that participants of the Retail and Hospitality Sales & Service Training Foundations course receive the maximum benefits, delivering the best return on your training investment.

Simon Blair

Simon Blair 2022 Profile Photo for CX Skills
Simon Blair, Australia's leading contact centre customer service trainer!

Simon has trained thousands of employees across a variety of businesses in Australia in a career spanning over 30 years and he’s recognised as one of Australia’s leading customer service trainers, providing high-energy, fun and interactive training sessions that deliver immediate results!

Nant Nissen

Nant Nissen customer service foundations course
Nant Nissen, Global Health and Wellness expert.

Nant is a global health expert with three decades of experience backed by extensive academic qualifications and evidence-based methods combined with an unequivocal passion that has helped elite athletes, small and large businesses, and senior executives achieve incredible, sustainable results.

About CX Skills

CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're the official training provider of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.

We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.

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Pricing and Payment Options

The Retail/Hospitality Sales & Service Training Foundations course is only available for private bookings, so you can request the dates and times that work best for your business, and it will be exclusive training just for your employees.

The pricing is based on $598 AUD per person ex GST for the entire 9 hours of online facilitated learning (3 x 3-hour sessions); however, discounts are available depending on the number of employees you would like to train.

A private Retail/Hospitality Sales & Service Training Foundations course requires a minimum of four people, and typically, we allow a maximum of fourteen people per group/class.

Each employee who attends the training will receive:

  • 9 hours of live, facilitated training.
  • Course takeaways containing key action points and prompters.
  • A Credly Digital certificate of completion.

Payment for the course can be made by credit card or you can request an invoice (payment to be made prior to the course commencing).

Serving customers training course

Do you have any questions about the Retail and Hospitality Sales & Service Training Foundations course?

Contact us on +61 3 9008 7287 between 08:30 to 17:30 AEST/AEDT (Melbourne, Australia) Monday to Friday, or complete the form below and send us a message anytime.

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