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Retail Master Class IV: Becoming a Rockstar Retail Leader in these Modern Times (Series 1 of 2)

October 26, 2017 @ 9:00 am - October 27, 2017 @ 9:00 am




THESE MODERN TIMES (Series 1 of 2)

“Taking our Retail Competencies and Leadership

Traits to the Next Level”

(A 2-DAY PROGRAM from October 26 & 27, 2017)


Time: 9:00am – 6:00pm (Registration starts at 8:00pm)

NEW VENUE: Nostalg 1 – Joy Nostalg Hotel and Suites Manila (formerly Oakwood)

17 ADB Avenue, Ortigas Center, Pasig City

Speaker: Francisco T. Dela Cruz, Jr. (Independent Retail & HR Trainer)

DOWNLOAD Registration Link: Becoming a Rockstar Retail Leader in these Modern Times


Module 1 – Winning Values for the Retail Management Team

A. Workshop: “Selfie 1” (Individual Self Check or Self Assessment of Self Values through the Self Values Assessment Form)

B. The Reinvented Filipino Retailer in Focus

-From transactional to experiential

-From confined to outward looking

-From suppressive to collaborative

-From restrained & businesslike to friendly & warm

-From slow & careful to quick & efficient

C. 5 Most Required Leadership Traits of a Modern/Cool Retailer

-Responsibility & Accountability

-Sense of Ownership


-Creative Thinking

-Decision Making (Good application of “common sense”)

Module 2 – Best Practices & Techniques in operating your Store

A. Ensuring Business Profitability: “Any Business Without Profit is not a Business.”

-Having a strong “Sense of Ownership”

-Developing an “Entrepreneurial Mindset”

-Possessing a “Genuine Concern for the Business”

B. 3 Factors that Ensure Business Profitability

-Driving Sales (How?)

-Controlling Cost (How?)

-Reducing Losses (How?)

C. Achieving Excellence in the 3P’s (Product, Place, People)

D. Practicing the 360 degree Customer View, and the 360 degree Area View

-Seeing and sensing customers from your post and around your area

-Seeing and sensing things and situations from your post and around your area

-Acting responsive-ly

-Acting proactive-ly

-Using sensing skills

-Using common sense

-You are the M.O.M. (Manager of the Moment)

E. Understanding the Value of our “Store Operations Checklist” that each Retail Store Operator should live and breathe in his/her day-to-day store operations


DAY 2 Module 3 – Solving Internal Conflicts & Customer Complaints the Most Efficient Way

A. Workshop: “Selfie 2” (Individual Self Check or Self-Assessment on Handling & Managing Conflicts through the Self Assessment Form)

B. Basic Styles of Communication

-Passive Behavior

-Aggressive Behavior

-Passive-Aggressive Behavior

-Assertive Behavior

C. Personality Clash

D. Going “Assertive”

E. Teambuilding Activity

F. Solving Customer Complaints When things go wrong, Customers get upset (L.E.S.A.F.)

G. Phrases to Avoid, Phrases to use Instead

Module 4 – Utilization of Sales Drivers to Achieve & Exceed Sales Targets

A. Sales Driver #1

– Customer Experience

B. Sales Driver #2

– Focus on ATV (Average Transaction Value)

C. Sales Driver #3

– Focus on IPC (Item Per Customer)

D. The 2 Skills Needed to Drive Sales

-Good Product Knowledge -Good Communication Skill

E. Remembering always your store “T.A.G.” -T – reat the customer as “number one” in all your stores. -A – nticipate the customer’s needs, wants and impulses -G – ive the customer unforgettably excellent customer experience


COURSE FORMAT: -Powerpoint presentation and experience sharing by the Facilitator -Facilitated discussion and brainstorming among the participants -Facilitated Q&A portion   WHO SHOULD ATTEND: Business Owners. Presidents, CEO, COO, General Managers, Vice President, Senior Managers, Retail Heads, Retail Operations Managers, Store Managers & Assistant Store Managers, HR Managers, Training and Development Managers and Retail Professionals.




(Retail Practitioner, International Retail Trainer, Facilitator, Resource Speaker & Consultant)

He has 35 years of working experience in various companies of diverse industries, 17 years of which were spent abroad, particularly in the Middle East. His extensive retail experiences and wisdom were gained from his employment as Senior Retail Operations Manager (or Branch Manager) of many “SM Stores” in different locations in the Philippines; and as Retail Training Manager of Alshaya Retail Group in the Middle East, operating in 19 countries and having more than 2,500 stores. His Human Resources and Organization Development talents were honed from his very active role as HR/Training & Development Manager in a huge utility company in Jeddah with a highly diverse workforce and technical environment. Today he is popularly known in both the private and government sectors, as Independent Trainer-Facilitator-Consultant of Retail Operations and Human Resources, Organization, and People Development available to service any interested clients, local and international.


PRA Member: P9,995

Non-PRA Member: P11,995

For inquiries, contact us at 6874181 or email at /  and look for Ivan Verzonilla or Norie Martinez.


#PRAGoingGreen! “In line with our efforts and support on environmental sustainability, no handouts will be given during seminars/workshops starting September 18, 2017. Everything is digital. All handouts will be distributed thru email two (2) days before the event.”


October 26, 2017 @ 9:00 am
October 27, 2017 @ 9:00 am