Retail Sales Associate Program

Overview

The Retail Sales Associate Program trains unemployed young people in retail customer service. This 7-week program prepares learners for an entry-level career in the retail customer service industry, equipping them with skills such as customer service, sales, inventory management, and administrative duties.

What jobs can I do after completing the programme?

This program trains you to become a retail sales associate, preparing you for roles such as Sales Executive, Customer Service Representative, Retail Sales Associate, Sales Assistant, Customer Support Associate, Store Associate, Sales Consultant, Client Service Representative, Sales Representative, and Retail Associate.

A Retail Sales Associate ( RSA)  works on the sales floor, engaging with customers in person, helping them find products, offering recommendations, and maintaining the overall appearance of the store. Additionally, an RSA may handle inventory management, process returns and exchanges, and support promotional activities. An RSA can work in various retail environments, including department stores, boutiques, and large retail chains.

Who is this programme for?

This programme is open to anyone aged between the ages of 18-35 years, who attained a mean grade of C- and who is currently unemployed or working on a zero-hours contract.You don’t need any qualifications or experience to apply. You need to have excellent listening skills.

We are looking for learners who are computer literate and have good command of English and Kiswahili.

Learner requirements

• Be between the ages of 18-35 years
• Minimum High School (mean grade C-)
• Ability to read, comprehend and communicate in English and Kiswahili
• Computer literacy 
• Excellent listening skills
• No work experience necessary
• Commitment to complete the program

What you will gain

• Training will include on-training drills and practice days to learn and practice the important technical skills.
• You will also be directed to learning resources where you can upskill yourself further as a Retail Sales Associate after the program has ended.

Alumni Story: Tana Vivian Nelima

What industry skills will you learn?

Technical Units:

1. Prepare for the role

• Understanding the role and the industry
• Understand the curriculum
• Setting realistic industry/job expectations
• Relate performance metrics to business success
• Adapt Communication to stakeholders
• Continuously learn on the job
• Maintain professionalism in the role

   2. Organize and maintain a store environment

• Manage and monitor stock
• Manage the counter
• Prevent shrinkage
• Manage store safety and health
• Maximize downtime

3. What is a customer contact?

• Interview and Observation Journal Project
• Greeting and approaching customers
• Identifying Customer types and anticipating needs
• Adapting communications for different customer types

4. What are challenging customers and service situations?

• Identify challenging customer situations
• Helping upset customers
• Keep calm and manage emotions in customer service challenges
• Manage customer feedback
• Maintaining relationships with customers

5. Achieve Sales Targets

• Introduction to sales cycle
• Setting and achieving sales goals
• Selling through story telling
• Sales Pitch practice
• Upselling and cross selling
• Closing a sale

Behavioral Skills and Mindsets

Mindsets:

1. Growth Mindset – The belief that you can improve your talents through hard work and practice
2. Personal Responsibility- Taking ownership over your own work, working hard, keeping commitments, and not making excuses
3. Future Orientation – Setting goals for the future, understanding how today’s actions impact those goals, and frequently checking progress toward the goals
4. Persistence – Finishing what you start and continuing to work hard in the face of challenges

Behavioral Skills:

1. Service Orientation – The ability and desire to anticipate, recognize and meet others’ needs, sometimes even before those needs are articulated
2. Proactiveness – Taking the lead on your work or classwork without any push from your manager or instructor. Completing tasks without being told or reminded and going beyond what is instructed
3. Adaptability – Being able to change your actions or approach in response to changes in the environment and succeed in new situations
4. Orientation to detail – Maintaining a close eye for detail when executing tasks so they are completed with accuracy, precision and care

What do we offer?

• Coaching. The instructors and mentors at Generation aren’t just teachers, they’re coaches who stand by their students through successes and challenges.
• Resume Building The right resume can open the door to new career opportunities. Generation students learn how to create a resume that showcases their skills and experiences.
• Interview Rehearsal. By conducting mock interviews, and then providing real-time feedback and coaching, the Generation team ensures that all graduates feel confident and prepared to interview.
• Ongoing Support. After graduation, mentors and instructors continue to check in with alumni, providing support with the job search and advice for continued success.

What our graduates are saying

Violet Atieno

Generation graduate

“With a diploma in Education (arts) English/Literature, I joined Generation Kenya amidst a confused period of depression from a failed marriage. Seeking solace, I enrolled in the Restaurant and Retail Services course, guided by exceptional mentors. Completing the program opened doors, leading to an interview at Sheth Naturals. To my delight, I secured the role of a production assistant manager. Over time, promotions followed, and I now stand as the Head of the Training Department. In the retail industry, my proficiency in customer care service, a skill honed through the program, proves invaluable. The transformation extends beyond professional realms, impacting my communication and professionalism. Blessed by the program, I've clinched three awards, witnessing a remarkable metamorphosis in my financial, psychological, and social well-being over the past decade.”

Peter Odongo

Generation graduate

“Through using Generation Kenya Knowledge, I got promoted twice within one year. I joined Choppies as a general laborer in July 2017 and was promoted to shop attendant in November. In May 2018, I became a cashier. When Choppies closed, I joined Chandarana Food Plus as a cashier and still work in the same position.”

Program Dates

What does Retail and restaurant attendant do?

A Retail Sales Associate works on the sales floor, engaging with customers in person, helping them find products, offering recommendations, and maintaining the overall appearance of the store. Additionally, an RSA may handle inventory management, process returns and exchanges, and support promotional activities. An RSA can work in various retail environments, including department stores, boutiques, and large retail chains.

The application process

Ongoing benefits of Generation

• A trusted network. Continued contact with the Generation graduate network
• Events. Events and workshops to help you keep growing
• Give back. Become a mentor to help others
• Support. Troubleshoot your job challenges

About Generation