Retail excellence-Challenging Situations


Retail Excellence is a suite of fully animated online courses. The suite comprises 16 titles designed to develop customer service and sales capabilities of people working in customer-focused roles.

Challenging Situations is a suite of three courses designed to help learners effectively handle objections and deal with upset customers during the customer interaction process.


Course title



Angry and
Upset Customers
  • Angry and upset customers
  • How to handle angry and upset customers
  • Analysing a customer problem
  • The blame game
25 minutes
Handling Objections
  • The art of handling objections
  • The Tetsuo Shima method
  • Two-step process for handling customer objections
  • Answering objections
  • Stopping objections in their tracks
25 minutes
Total Duration
50 minutes

Business outcomes

Organisations implementing this course will:
  • Increase customer satisfaction by empowering workers to be more effective at managing complaints
  • Increase sales conversion rates by more effectively and consistently overcoming customer resistance to a product or service recommendation.

Target audience

This course is designed for any worker in your organisation that interacts with customers and can influence their buying decisions.

Further information

For further information, please refer to the individual course information sheets for each title in this suite.

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