Retail excellence-Listening skills


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.

Listening is the act of paying close or active attention to what another person is trying to communicate. Listening skills involve a range of techniques that enable you to fully understand the needs, wants, motivations and circumstances of the person with whom you are speaking.

Topics covered

  • Listening and hearing
  • Perception and whole body listening
  • Active listening
  • Active listening techniques

Learning objectives

On completing this course, learners should be able to:
  • List the differences between listening and hearing
  • Apply appropriate active listening techniques to different customer interactions.

Business outcomes

Organisations implementing this course will:
  • Increase customer retention by consistently delivering service that exceeds their expectations.

Target audience

This course is designed for any worker in your organisation that interacts with customers.


25 minutes
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