Certificate in Retail Sales and Management 零售管理證書 (BA423021M) QF Level 3 資歷架構第三級別

Department of Business AdministrationHong Kong Institute of Vocational Education (Haking Wong)

香港專業教育學院（黃克競）工商管理系

Programme Aims │ 課程宗旨 This programme aims to provide in-service practitioners with related knowledge and skills in specific areas of retail sales and management in order to enhance their employability and pursue higher education.

本課程旨在為從業人員提供零售銷售和管理相關的知識和技能，從而使參加者能提高他們的就業能力和追求更高的教育成就。

Level 3 (QF Registration number: 15/003162/L3, Validity period from 01 Nov. 2015 until 31 Aug. 2021 第三級別 (資歷名冊登記號碼: 15/003162/L3, 有效期由2015年11月1日至2021年8月31日)

7.5 hours/Unit, 30 hours/Module 每一科目7.5小時; 每一單元30小時 Chinese training material and conducted in Cantonese 中文教材，粵語授課 a. Attendance Certificate 出席單元證書 Upon successful completion of each Unit and pass the assessment with minimum 80% attendance完成課程內任何一個科目並通過評估及出席率達80% b. Module Certificate 單元證書 Upon successful completion of each Module and pass the assessment with minimum 80% attendance

c. Certificate in Retail Sales and Management 零售管理證書 Upon successful completion of any FOUR modules selected from both Part A Sales-related and Part B Management-related, and pass the assessment with minimum 80% attendance成功完成課程內任何四個選取於甲部銷售及乙部管理的不同單元並通過評估及出席率達80%

• Completion of Secondary 6 under the new academic structure / Form 5 under the old academic structure and with relevant

work experience, or equivalent; or • Completion of a QF Level 2 programme that is deemed acceptable to the respective Programme Board and with relevant

work experience; or • Relevant Recognition of Prior Learning (RPL) qualification(s) at QF Level 2 or above AND a pass in an entrance assessment,

which can be either oral or written; or • Other relevant verifiable prior learning and/or work experience that is/are deemed appropriate by Programme Board AND a

pass in an entrance assessment, which can be either oral or written.• Mature applicants, i.e. those aged 21 or above with at least two years’ relevant working experience, may also be accepted.

Where appropriate, the applicant may be required to pass an entrance assessment, which can be in an oral and/or written form

‧ 完成新學制高中六 / 舊學制中五或同等學歷及具相關的工作經驗; 或‧ 修畢獲「課程委員會」認可的資歷架構級別二之相關證書課程及具相關的工作經驗; 或‧ 持有相關的「過往資歷認可」級別二或以上證書，及通過入學面試或筆試; 或‧「課程委員會」認為合適的其它可核證之過往學習及/或工作經驗及通過入學面試或筆試; 或 ‧ 年滿二十一歲的成年學員，擁有二年相關工作經驗。如有需要，中心會以面試或筆試進行收生甄選程序 Please contact our hotline (Please refer to “Inquiry” section)請致電中心熱線查詢 (請參閱「報名查詢」欄) IVE(Haking Wong), 702 Lai Chi Kok Road, Cheung Sha Wan, Kowloon. 九龍長沙灣荔枝角道702號，香港專業教育學院(黃克競) 09:00 – 17:30 Please complete and return the application form (Download from website) together with a cross cheque payable to “Vocational Training Council” to “Room 223, Hong Kong Institute of Vocational Education (Haking Wong)” by mail or in person (Please refer to “Inquiry” Section). One cheque for each applied unit. 填妥報名表（可於網站下載）連同劃線支票 (抬頭人: 「職業訓練局」，每科目一張支票)，郵寄或親臨「香港專業教育學院(黃克競) 223室」報名(請參閱“報名查詢”欄)

Programme Duration │ 修讀時間

Award │ 證書

Entry Requirement │ 申請資格

Medium of Instruction │ 授課語言

Venue and Time │ 上課地點及時間

Application Address │ 報名地點

QF Level │ 資歷架構級別

Commencement Date / Course Fee │ 開課日期 / 學費

完成課程內任何一個單元並通過評估及出席率達80%

½ - 1 year / 年 (Part-time) / 兼讀制

Programme Structure 課程概要 MPR3809 MPR3809A Master Skills in Handling Customer Complaints Customer Service in Retailing 掌握處理顧客投訴的技巧 待客之道 (零售) MPR3809B Master Effective Skills of Customer Service 掌握顧客服務技巧 MPR3809C Master Skills in Managing Thorny Customers 掌握應對難纏顧客的技巧 MPR3809D Master Consultative Skills of Customer Service 掌握顧問式顧客服務技巧 MPR3810 MPR3810A Understand Consumer Behaviour Effective Selling in Retailing 掌握顧客的消費心理 銷售之道 (零售) MPR3810B Art of Selling 掌握基礎銷售技巧 MPR3810C Consultative Selling Skills 掌握顧問式銷售技巧 MPR3810D Build Up and Winning Customer Loyalty 掌握及建立顧客的忠誠 MPR3811 MPR3811A Master and Understanding EQ Personal Effectiveness 掌握和瞭解EQ 效能增值 MPR3811B Master AQ and Turning Pressure into Power 掌握壓力管理與AQ逆境商數 MPR3811C Master Time Management Skills 掌握時間管理 MPR3811D Master Creativity and Problem Solving Skills 掌握創意和解難的技巧 MPR3812 MPR3812A Master Professional Presentation Skills Effective Team 掌握專業的表達技巧 卓越團隊 MPR3812B Effective Communication and Roles of a Team Member 掌握成功溝通的因素及認識團隊內不同的職責 MPR3812C Enhance Communication and Mutual Understanding by Understanding Enneagram 了解不同性格的特質與溝通模式 MPR3812D Build Up and Elaborate Spirits of an Effective Team 建立及發揮有效的團隊精神 MPR3813 MPR3813A Master the Skills of a Successful Leader Retail Store 掌握成功領導的必備條件 Management (A) MPR3813B Master and Apply Coaching Skills 零售店舖管理之道 (A) 掌握和運用教練技巧 MPR3813C Effective Skills for Staff Training and Performance Appraisal 掌握培訓員工及工作評估的應有技巧 MPR3813D Motivate Staff for Better Results 掌握激勵的真諦及運用激勵方向 MPR3814 MPR3814A Excel Application for Developing Database and Report Retail Store 認識和掌握中文EXCEL運算技巧 Management (B) MPR3814B Master the Principle of Inventory Management 零售店舖管理之道 (B) 掌握存貨管理的基本原則 MPR3814C Enhance Leadership by Utilising Enneagram 掌握九型人格之領導技巧 MPR3814D Master Advanced Coaching Skills 掌握專業進階教練的技巧 MPR3815 MPR3815A Employment Ordinance for Retail Store Retail Store 遵從勞工法例 Management (C) MPR3815B Manage Financial Resource of Retail Store 零售店舖管理之道 (C) 管理零售店舖財務資源 MPR3815C Manage Generation Y 掌握與Y世代員工相處的技巧 MPR3815D Manage Change and Build Up Positive Attitude Towards Change 管理和提升面對改變中的員工心理質素

Part A: Sales Related Modules │甲部: 銷售課程

Part B Management Related Modules │ 乙部: 管理課程

Part A: Sales Related Modules 甲部: 銷售課程 MPR3809A Master Skills in Handling Customer Complaints 掌握處理顧客投訴的技巧 The reasons of customer complaint; Customer expectation to complaint handling; Deal with emotional customer; Preparation work and the skill to handle complaints. 顧客投訴的起因；顧客對「處理投訴」的期望；緩和顧客的情緒；處理投訴的準備功夫及有關技巧。 MPR3809B Master Effective Skills of Customer Service 掌握顧客服務技巧 The value of customer service; Service culture; Customer expectation; Communication and interactive skills in service; The secret of creating a surprise beyond customer expectations; The effective way to deal with customer service commitment. 顧客服務的價值觀；服務文化；顧客的期望；服務中的溝通與互動技巧；「超越期望創造驚喜」秘訣；有效執行顧客服務承諾。 MPR3809C Master Skills in Managing Thorny Customers 掌握應對難纏顧客的技巧 Challenging situation cases; Understand thorny customer behaviours; Analysis the needs of thorny customer; Skills on handling thorny customer. 常見的難纏處境; 了解難纏顧客的行為; 分析難纏顧客的需要; 處理難纏顧客的技巧。 MPR3809D Master Consultative Skills of Customer Service 掌握顧問式顧客服務技巧 Customer service in different levels; Challenges and barriers of providing customer service; Be professional in customer service; Applying psychology in customer service; The skills of solving customer problem, Let’s customer enjoy shopping. 不同水平的顧客服務; 顧客服務的障礙和挑戰; 專業顧客服務的行為; 怎樣運用「心理學」於顧客服務中; 為顧客解決問題的技巧; 讓顧客享受真正的購買樂趣。 MPR3810A Understand Consumer Behaviour 掌握顧客的消費心理 How consumer buy; Factors influence consumer behaviour; Buying process; Understand different types of customer; Master the skills for successful sales. 甚麼是消費心理; 影響顧客消費的因素；顧客消費的心理過程；認識不同類型的顧客；掌握促成交易的技巧。 MPR3810B Art of Selling 掌握基礎銷售技巧 The latest trend for selling; How to build trust with customer; Effective skills for selling; The successful ways to closing. 銷售新趨勢；與顧客建立互信的要訣；銷售推介的心法；達成交易的秘訣。 MPR3810C Consultative Selling Skills 掌握顧問式銷售技巧 Build up a professional image; Persuasive skills in selling; Successful ways to deal with objections; Different approaches for different styles of customer. 建立自己的風采；加強說服力的推介方法；有效處理顧客異議的方案；目標顧客的分析與應對。 MPR3810D Build Up and Winning Customer Loyalty 掌握及建立顧客的忠誠 The secret of customer service; The unique characteristics of customer; The real needs of customer; The ways to win customer loyalty. 顧客服務的真諦; 顧客的獨特性; 顧客的真正需要; 贏取顧客心的錦囊 。

Effective Selling in Retailing │ 銷售之道 (零售) MPR3810

Customer Service in Retailing │ 待客之道 (零售) MPR3809

Part A: Sales Related Modules 甲部: 銷售課程 MPR3811A Master and Understanding EQ 掌握和瞭解EQ The five elements of EQ; Understand your own EQ; Develop positive thinking; Develop a happy working place. EQ的五大元素；認識自己的EQ；正面思維的培養；愉快工作坊的建立。 MPR3811B Master AQ and Turning Pressure into Power 掌握壓力管理與AQ逆境商數 Causes and the effect of stress; The ways to reduce stress; What is AQ (Adversity Quotient); How can AQ improve our work efficiency; How to improve AQ. 壓力的來源和對我們的影響；如何去舒緩壓力；何謂AQ逆境商數；AQ對我們的工作有什麼幫助；如何改進我們和旁人的AQ。 MPR3811C Master Time Management Skills 掌握時間管理 The benefits of time management; Top 10 time wasters; The ways to work efficiency; Set priorities and goals; Good practices of time management. 為何要管理時間；十大「時間大盜」；善用時間的方法；辨別事情的輕重緩急；減少員工浪費時間的情況。 MPR3811D Master Creativity and Problem Solving Skills 掌握創意和解難的技巧 What is creativity; Why most of people are not creative; How to become more creative; Looking situation in different perspective; Understanding different approaches of problem solving什麼是創意思維; 妨礙創意的因素; 如何發揮自我的創意思維; 從不同角度思考及探索問題; 運用創意思維解決問題的技巧。 MPR3812AMaster Professional Presentation Skills 掌握專業的表達技巧 The ways to control your nerves; Know your audience; Methods to organise the contents; Basic skills for effective presentation; The power of body language. 如何控制緊張的情緒；了解你的聽眾；如何組織表達的內容；掌握表達的基本技巧；身體語言的運用。 MPR3812B Effective Communication and Roles of a Team Member 掌握成功溝通的因素及認識團隊內不同的職責 Communication model; Listening, questioning and feedback skills; The secret of win-win communication; The key factors of effective team; The consensus of team cohesion. 溝通的模式；聆聽、詢問及回應的技巧；雙贏的溝通要訣；成功團隊的要素；凝聚團隊的共識。 MPR3812C Enhance Communication and Mutual Understanding by Understanding Enneagram 了解不同性格的特質與溝通模式 Enneagram and communication; Habitual behaviour for different types of character; The ways deal with different types of character; Develop good interpersonal relationships. 認識九型與溝通之道; 不同性格的行為慣性; 與不同性格溝通的要訣; 發展良好的人際關係。 MPR3812D Build Up and Elaborate Spirits of an Effective Team 建立及發揮有效的團隊精神 The use of good communication skills to improve relationships with others; The elements of a healthy team; The ways to become a good team player; Create and work with good team spirit. 善用溝通加強人際關係之技巧；團隊健康因子；怎樣做一個好的團隊組員；建立及發揮團隊精神。

Effective Team │ 卓越團隊 MPR3812

Personal Effectiveness │ 效能增值 MPR3811

Part B: Management Related Module 乙部: 管理課程 MPR3813A Master the Skills of a Successful Leader 掌握成功領導的必備條件 The roles and responsibilities of a leader; The basic skills of a good leader; Tips for leader; Situational Leadership; Understand different leadership styles and its application. 領導者的角色；卓越領導的技巧；領導者的錦囊；情境領導；不同領導技巧的掌握及運用。 MPR3813B Master and Apply Coaching Skills 掌握和運用教練技巧 From manager to coaching; The roles of a coach; Your coaching styles; Coaching from the heart; Unique skills of coaching.從經理到教練；教練扮演的角色；你屬於那一種教練；教練心法；教練絕招。 MPR3813C Effective Skills for Staff Training and Performance Appraisal 掌握培訓員工及工作評估的應有技巧 The objective and benefits of training; Adult learning modes; Effective coaching skills; The objective and benefits of performance review; Preparation works for an effective performance review; Effectively conduct an appraisal interview員工培訓的目的及帶來的益處; 成人學習的模式; 有效訓練的方法; 員工表現評估的目的及效益; 有效評估面談的預備工作; 成功表現評估面談的技巧。 MPR3813D Motivate Staff for Better Results 掌握激勵的真諦及運用激勵方向 The real meaning of staff motivation; The principles and procedures of motivating staff; The secret of motivation; Build a motivational working environment and culture. 激勵的真諦；激勵員工的原理及步驟; 成功激勵的要訣; 創立激勵文化的工作環境。 MPR3814A Excel Application for Developing Database and Report 認識和掌握中文EXCEL運算技巧 Introduction to Excel; Create, edit and print Excel worksheet; Apply function and formula; Formatting the worksheet; Create a 3-D Pie chart. EXCEL簡介；建立、修改及列印工作表；使用函數（Function）與公式（Formula）；美化工作表；立體圖表製作。 MPR3814B Master the Principle of Inventory Management 掌握存貨管理的基本原則 The principles of inventory control; Stock turn; Just in time (JIT); Stock control; Safety level calculation; New technology in inventory control; Successful case study. 存貨管理的基本原則；存貨週轉率；及時管理（JIT : Just in time）; 控制存貨；估算安全庫存量；存貨管理最新科技應用; 成功個案分析。 MPR3814C Enhance Leadership by Utilising Enneagram 掌握九型人格之領導技巧 Enneagram and leadership; Characteristics for different types of leader; The advantages and the limitations of different types of leader; The way to enhance your leadership. 九型與領導; 不同領導風格的特質; 不同領導者風格優勢與盲點; 發揮領導潛能的方法。 MPR3814D Master Advanced Coaching Skills 掌握專業進階教練的技巧 Master effective coaching tools; How to create a coaching model; Effective questioning techniques; Comprehensive listening skills; Use feedback skills to win trust. 掌握有效的教練工具； 如何建立教練模式；有效的發問技巧；全面的聆聽技巧；贏取信任的回應技巧。

Retail Store Management (B) │ 零售店舖管理之道 (B) MPR3814

Retail Store Management (A) │ 零售店舖管理之道 (A) MPR3813

Part B: Management Related Module 乙部: 管理課程 MPR3815A Employment Ordinance for Retail Store 遵從勞工法例 What is continuous Contract of Employment; Definition of wages; Sick leaves and sickness allowance; Injury leave; Maternity protection; Holidays; Termination of contract; Case study. 什麼是連續性合約；工資的定義；病假及疾病津貼；工傷假；生育保障；假期；終止僱傭合約；勞工法例個案研討。 MPR3815B Manage Financial Resource of Retail Store 管理零售店舖財務資源 Understand Store Profit & Loss Statement (P&L); The calculation of Gross Profit, Gross Profit Margin, Net Profit and Net Profit Margin; How to control expenditure; Formulating and review budget 認識店舖損益表 (P&L)；了解毛利、毛利率、純利、純利率之計算方式；如何控制支出；制定及檢討店舖預算。 MPR3815C Manage Generation Y 掌握與Y世代員工相處的技巧 Characteristics of Gen Y; The needs of Gen Y; Work with Gen Y; Make opportunities for Gen Y; Tips for managing Gen Y.Y世代的特性、Y世代的需要、與Y世代共舞、給予Y世代發揮的舞台、管理Y世代員工的技巧。 MPR3815D Manage Change and Build Up Positive Attitude Towards Change 管理和提升面對改變中的員工心理質素 Understand change management; How positively react to the change; The method of strengthening service culture. 認識改變管理 (Change Management) ，怎樣有效地面對改變，強化服務心態之方法。 Tel 電話: 2708-6402 Fax 傳真: 2957-5730 Email 電郵: hwba@vtc.edu.hk Website 網址: www.vtc.edu.hk/ba/ivesite/html/en/ba_ist.html Address 地址: Room 223, IVE (HW), 702 Lai Chi Kok Road, Cheung Sha Wan, Kowloon 九龍 長沙灣 荔枝角道702號 香港專業教育學院(黃克競)223室

Inquiry │ 報名查詢

Retail Store Management (C) │ 零售店舖管理之道 (C) MPR3815

Disclaimer 免責聲明 The information contained in this leaflet has been produced by the Vocational Training Council in accordance with its current practices and policies and with the benefit of information currently available to it and all reasonable efforts have been made to ensure the accuracy of the contents of the leaflet at the time of preparation. VTC is not liable for any errors or omissions found in the Leaflet. Any fees paid are normally not refundable unless the programme is cancelled. VTC reserves the right to cancel or withdraw any programme, revise programme title and/or contents or change the offering institute(s) / campus(es) / class venue(s) if circumstances so warrant. 本單張所載資料乃職業訓練局根據現行情況及政策，利用現有資料製作，並已力求內容正確無誤。職業訓練局不會因課程單張內出現的錯漏而負上任何責任。 除非有關課程被取消，否則所有已繳交費用一概不發還。職業訓練局可因應情況取消或取代任何課程、修改課程名稱、內容或更改開辦課程的院校 / 分校 / 上課地點。