RETAIL & CUSTOMER CARE

ABOUT US

PATRONS is India's premier Business Skills Education & Training initiative with diversified courses under one roof. PATRONS is  set to offer Domestic and Internationally Recognized/ Certified Training Programs and Learning Solutions to individuals in Marketing, Retail, FMCG and Customer Care areas meeting the current and Future needs.

PATRONS in collaboration with LCCI, UK and various other associations offers courses in Marketing, Retail & Customer Care. Our courses not only offer great employment opportunities on successful completion, but also enables  higher education opportunities. For those who are already employed, our courses help one to upgrade his skills there by enabling career growth.

PATRONS is the only Authorized Regional Training Centre in South India to offer LCCI, UK courses

Introductory Certificate in MarketingMarketing L2Marketing L3E-Commerce L2E-Commerce L3Internet Marketing L3Advertising L3Public Relation L3Selling & Sales ManagementCERTIFICATE IN PUBLIC RELATIONS LEVEL 3Retail OperationsEmployment Skills L2Customer Service L2Customer Service L3CONTACT CENTER LEVEL 2Selling & Sales Management

INTRODUCTORY CERTIFICATE IN MARKETING

SYLLABUSIntroduction to MarketingCustomer BehaviorMarketing ResearchThe Marketing MixMarketing Communications

AIMSThe aims of this qualification are to enable candidates to understandthe principles of marketingmarketing as a business functionthe basic techniques used in the marketing of products and services

JOB OPPURTUNITIESAssistant Product ManagerAccount manager / executiveMarketing RepresentativeMarketing AssistantStore ManagerTrade Marketing AssistantGraduate Sales Executive

MARKETING LEVEL 2

SYLLABUSMarketing ManagementMarketing PlanningCustomer and Consumer BehaviorMarketing ResearchThe Marketing MixPromotionsGeneral Issues

AIMSThe aims of this syllabus are to enable candidates to develop:the marketing conceptthe fundamental techniques applied to the marketing of products and services.JOB OPPURTUNITIESMarketing managerProject/Program/Product ManagerMarketing SpecialistMarketing Co- ordinatorBrand ManagerMarketing Data AnalystCustomer Co-ordination executiveMarketing communication ManagerClient Services DirectorSearch Marketing Executive

MARKETING LEVEL 3

SYLLABUSNature and Role of MarketingMarketing research, Analysis and DecisionMarketing Implementation Strategies and TacticsServices and Relationship MarketingInternational and Global MarketingMarketing, IT and the Internet

AIMSThe aims of this syllabus are to enable candidates to develop:A broad strategic understanding across the full range of marketing activities, including advertising, PR, sales promotion and market researchA sound knowledge of current trends and changes in marketing practice, brought about by technology and the InternetThe ability to apply this understanding to real life marketing scenariosThe ability to illustrate their understanding through the use of real experiences, or created examples, of marketing

JOB OPPURTUNITIES

Director of Marketing Marketing Research Analyst Marketing Administrator Marketing Consultant Market Research Manager Product Development Manger Marketing Campaigns Manager Senior Marketing Manager Senior Account Manager Senior Audience Development Executive

MARKETING LEVEL 3

E-COMMERECE LEVEL 2

SYLLABUSBackground to e CommerceDefinitions and Development of the Internete Commerce Business ModelsMarket Dynamicse Commerce Financee Commerce Securitye Commerce and the Law 

AIMSThe aims of this syllabus are to enable candidates to develop:A broad understanding of the potential of eCommerceThe ability to apply this understanding to real-life websitesThe ability to illustrate their understanding through the use of real-life or created examples of eCommerce  

JOB OPPURTUNITIES

Paid Search SpecialistPaid Search StrategistPaid Search SupervisorWeb DesignerWeb DeveloperSEO Account ManagerSEO AnalystSEO ConsultantSEO DirectorSEO EngineerSEO ManagerSEO Specialist

E-COMMERECE LEVEL 2

E-COMMERECE LEVEL 3

SYLLABUS TOPICS

eCommerce OverviewThe eCommerce WebsiteBusiness ProcessesManaging ChangeeCommerce & PersonnelReturn on Investment (ROI) in eCommerce

AIMSThe aims of this syllabus are to enable candidates to develop:A broad strategic understanding of the present and future potential of eCommerceThe ability to apply this understanding to real-life eCommerce projectsThe ability to illustrate their understanding through the use of real experiences, or created examples, of eCommerce projects

E-COMMERECE LEVEL 3

JOB OPPURTUNITIES

Senior Search Engine Optimization ConsultantSenior Search StrategistWeb Analytics ConsultantWeb Analytics ManagerWeb Analytics SpecialistSearch Engine Marketing AnalystSearch Engine Marketing Consultant  Search Engine Marketing Director  Search Engine Marketing Manager.Search Engine Marketing Specialist

INTERNET MARKETING LEVEL 3

SYLLABUS

The Nature of MarketingThe Benefits of Internet MarketingInternet Growth and Customer ProfileInternet Marketing StrategiesBusiness Models for Internet Marketing

AIMS

The aims of this syllabus are to enable candidates to develop:A broad strategic understanding of the full range of Internet marketing activitiesAn understanding of the distinct differences between marketing using the Internet and more traditional marketing media and the benefits of Internet marketingThe ability to apply this understanding to real-life Internet marketing scenariosThe ability to illustrate their understanding through the use of real-life experiences, or created examples, of Internet marketing

INTERNET MARKETING LEVEL 3

JOB OPPURTUNITIES

Internet JournalistInternet MarketerInternet Marketing CoordinatorInternet Marketing DirectorInternet Marketing SpecialistLink Campaign ManagerOnline Marketing SpecialistWeb Marketing Specialist

ADVERTISING LEVEL 3

SYLLABUS TOPICS

Working in Marketing CommunicationsRole of Advertising Related to MarketingThe AdvertiserAdvertising AgenciesCreating Press Advertisements and Television CommercialsProducing AdvertisementsProduction of CommercialsMedia SelectionAdvertising ControlsEvaluating and Testing

AIMSThe aims of this syllabus are to enable candidates to develop:knowledge and understanding of advertising as part of the marketing of products, services and organisations.relevant advertising messages within constraints of law and codes of practicean awareness of the principles of delivering relevant messages to the selected target audiencesadvertising material aimed at the selected target audiences

ADVERTISING LEVEL 3

JOB OPPURTUNITIES

Advertising ManagerAdvertising Sales DirectorAccount ExecutiveAccount CoordinatorMedia DirectorMedia CoordinatorMedia BuyerSocial Media AnalystSocial Media ConsultantSocial Media ManagerSocial Media Specialist

PUBLIC RELATIONS LEVEL 3

SYLLABUS TOPICS The Nature of Public Relations The Publics of Public Relations Statutory Law and Voluntary Codes International Public Relations Community Relations A Public Relations Campaign Working with the Media Exhibitions Sponsorship Research Technology and the Internet Public Relations Miscellaneous Professional Development

AIMSThe aims of this syllabus are to enable candidates to develop:the Public Relations conceptthe fundamental techniques applied to Public Relationsan understanding of the multi-functions Public relations is involved ina solid foundation for a higher qualification at Level 3

SELLING & SALES MANAGEMENT LEVEL 3

SYLLABUS TOPICS

Part A Selling Role of Selling Selling Objectives Selling Process Promotional Mix (P) Buying Process Tactical Sales Plan

Part B Sales ManagementManaging the Sales OfficeSales Management ControlsSalesforce Recruitment & TrainingInternational SellingLegal & Ethical Sales Issues

AIMSThe aims of this syllabus are to enable candidates to develop:selling skills and techniquesan understanding of sales administrationan ability to manage the sales processan appreciation of sales records analyses

JOB OPPURTUNITIES

Sales ManagerSales RepresentativeMerchandiserRegional Sales ManagerFranchising HeadDistribution ManagerSales Associates

SELLING & SALES MANAGEMENT LEVEL 3

CERTIFICATE IN PUBLIC RELATIONS LEVEL 3

SYLLABUS

The Nature of Public RelationsThe Publics of Public RelationsLaw and Voluntary codesInternational Public RelationsCommunity RelationsA Public Relations CampaignWorking with the MediaExhibitionsSponsorshipResearchTechnology and the internetPublic Relations miscellaneousProfessional Development

AIMSThe aims of this syllabus are to enable candidates to develop a broad understanding in the key areas of:media relations and media activitiespublics and the mediathe nature, roles and responsibilities of public relationsthe organisation of public relationsgeneral and specialist areas of Public Relations activities e.g. crisis PR, financial PR, corporate PR, community relations etcsponsorship and exhibitionspersonal development  

CERTIFICATE IN PUBLIC RELATIONS LEVEL 3

JOB OPPURTUNITIESPublic Relations SpecialistPublic Relations Director  Corporate Communications ManagerInteractive SpecialistConsultantPublic relations account manager

INTERNATIONAL RETAIL OPERATIONS LEVEL 2

SYLLABUSService, Product and Health and SafetyPersonal Effectiveness and Merchandise Handling

AIMSThe aims of this qualification are to allow candidates to develop:a broad understanding of how a retail outlet operates and functionsa clear understanding of the individual's role in providing customer service in the retailindustry and ways in which they can contributean awareness of how to improve both their own performance and the organisation s in  ‟order to contribute to business success

JOB OPPURTUNITIESVisual MerchandiserRetail Category ManagerShopper Marketing ManagerExport ManagersDisplay managersRetail store managerDistribution warehouse managers

EMPLOYABILITY SKILLS LEVEL 2

SYLLABUS

Personal effectiveness at work  Developing personal communication skills  Develop team skills and positive working relationships  Health, safety and security in the workplace

AIMS

The aims of the qualification are to provide:provide candidates with the knowledge, understanding and skills necessary to enter and remain in employmenthelp candidates to develop and enhance the essential skills and techniques required in the working environmentprovide the opportunities for candidates to develop a range of personal qualities and attitudes essential for successful performance in the workplace.

CUSTOMER SERVICE LEVEL 2

SYLLABUSThe Role of Customer ServiceDelivering Reliable ServiceCommunicating Directly with CustomersHandling and Solving Customer Problems 

AIMSThe aims of this syllabus are to enable candidates to develop:knowledge and understanding of the elements of Good Customer Servicethe ability to apply these elements to realistic situationsan understanding of personal behaviors and processes that enhance service deliverythe ability to apply these behaviors and processes within the job role JOB OPPURTUNITIESCustomer Co- ordination ExecutiveShow Room ManagerCustomer Marketing ProfessionalCustomer service RepresentativeAccount Director- customer Marketingcustomer Service SpecialistsCustomer Service Operations Manager

CUSTOMER SERVICE LEVEL 3

SYLLABUSThe Developing Role of Customer ServiceDelivering Reliable ServiceCommunicating with Internal and External CustomersHandling and Solving Customer Problems and ComplaintsInfluencing Improvement and Effective Change

AIMSThe aims of this syllabus are to enable candidates to develop: knowledge and understanding of the advanced concepts in developing and delivering Good Customer Servicean appreciation of systems and procedures that enhance delivery of reliable and effective servicean understanding of personal behaviors and processes that enhance and influence service deliverythe ability to apply these behaviors and processes within the job role, in realistic situations  

CONTACT CENTER LEVEL 2

SYLLABUS

Unit 1: Understanding Contact Centre Operations 

Contact Centre Operations and ManagementProviding Reliable Customer ServiceAcquiring CustomersDeveloping Personal and Organizational Effectiveness 

Unit 2: Handling Inbound and Outbound Calls 

Handling Incoming Calls Requesting Routine Product or Service Advice/SupportHandling Inbound Sales CallsMaking Outbound Sales CallsCall Handling TechniquesDealing with Challenging Service SituationsActions associated with Call HandlingFollow-up Actions to Call Handling 

JETSET L4 (NEW JETSET LEVEL 4)

AIMS

If you are at Upper-Intermediate level, you have an effective, but not perfect, use of English. Your ability You can talk almost fluently and almost completely accurately. Everyday situations in an English-language environment do not worry you. You can take part in extended conversations or discussions and your vocabulary covers almost every circumstance. If you do not know a word you can almost always find a way of describing it. You have a knowledge of some idiomatic English, phrasal verbs, and colloquial expressions. You have studied all main areas of English grammar. I can communicate confidently in a variety of situations. I occasionally make mistakes in grammar and vocabulary but this does not prevent understanding. I can use and understand some idiomatic language.

JETSET L5 (NEW JETSET LEVEL 5)

AIMS

Advanced is the highest level most students attain without the total immersion of living in another country. Your ability Your spoken English is both fluent and accurate. Your vocabulary is wide and you have a good knowledge of collocation, phrasal verbs, colloquial expressions and idioms. All common areas of grammar are familiar to you. I can speak English fluently in most situations with few mistakes. I have strategies for understanding new and unusual language.

ENGLISH FOR TOURISM LEVEL 1

SYLLABUS TOPICS

Basic business reading comprehension in a tourism contextComposing a simple business communicationGeneral spoken communication within a tourism contextUnderstanding and processing tourism-related informationTourism-related tasksHoliday and accommodation typesLeisure and business travelers and touristsMethods of travelJob roles in the travel and tourism industriesThe specialist language of the tourism industry

ENGLISH FOR TOURISM LEVEL 2

SYLLABUS TOPICS

Basic business reading comprehension in a tourism contextComposing a simple business communicationGeneral spoken communication within a tourism contextUnderstanding and processing tourism-related informationTourism-related tasksHoliday and accommodation typesLeisure and business travelers and touristsMethods of travelJob roles in the travel and tourism industriesThe specialist language of the tourism industry