Description
Course Name: Diploma in Retail and Customer Service Management
Course Id: DRCSM/Q1001.
Eligibility: Completion of 10+2 (higher Secondary) or equivalent.
Objective: The Diploma in Retail and Customer Service Management is a practical and industry-relevant program designed to prepare students for successful careers in the retail industry. By focusing on key areas such as retail management, sales, customer service, inventory management, and marketing, this program provides students with the skills necessary to excel in various retail positions.
Course Duration: Six Months.
How to Enroll and Get Certified in Your Chosen Course:
Step 1: Choose the course you wish to get certified in.
Step 2: Click on the “Enroll Now” button.
Step 3: Proceed with the enrollment process.
Step 4: Enter your billing details and continue to course fee payment.
Step 5: You will be redirected to the payment gateway. Pay the course and exam fee using one of the following methods:
Debit/Credit Card, Wallet, Paytm, Net Banking, UPI, or Google Pay.
Step 6: After successful payment, you will receive your study material login ID and password via email within 48 hours of fee payment.
Step 7: Once you complete the course, take the online examination.
Step 8: Upon passing the examination, you will receive:
• A soft copy (scanned) of your certificate via email within 7 days of examination.
• A hard copy (original with official seal and signature) sent to your address within 45 day of declaration of result.
Step 9: After certification, you will be offered job opportunities aligned with your area of interest.
Online Examination Detail:
- Duration- 120 minutes.
- No. of Questions- 60. (Multiple Choice Questions).
- 10 Questions from each module, each carry 10 marks.
- Maximum Marks- 600, Passing Marks- 40%.
- There is no negative marking in this module.
| How Students will be Graded: | ||
| S.No. | Marks | Grade |
| 1 | 91-100 | O (Outstanding) |
| 2 | 81-90 | A+ (Excellent) |
| 3 | 71-80 | A (Very Good) |
| 4 | 61-70 | B (Good) |
| 5 | 51-60 | C (Average) |
| 6 | 41-50 | P (Pass) |
| 7 | 0-40 | F (Fail) |
Key Benefits of Certification- Earning a professional certification not only validates your skills but also enhances your employability. Here are the major benefits you gain:
Practical, Job-Ready Skills – Our certifications are designed to equip you with real-world, hands-on skills that match current industry demands — helping you become employment-ready from day one.
Lifetime Validity – Your certification is valid for a lifetime — no renewals or expirations. It serves as a permanent proof of your skills and training.
Lifetime Certificate Verification – Employers and institutions can verify your certification anytime through a secure and reliable verification system — adding credibility to your qualifications.
Industry-Aligned Certification –All certifications are developed in consultation with industry experts to ensure that what you learn is current, relevant, and aligned with market needs.
Preferred by Employers – Candidates from ISO-certified institutes are often prioritized by recruiters due to their exposure to standardized, high-quality training.
Free Job Assistance Based on Your Career Interests – Receive personalized job assistance and career guidance in your preferred domain, helping you land the right role faster.
Syllabus
Introduction to Retail Management: Definition and Scope of Retail, Evolution of Retail Industry, Types of Retail Formats, Role of Retailing in the Economy, Retail Supply Chain and Logistics, Retail Trends and Innovations, Key Retail Players and Case Studies, Global vs. Local Retail Markets, Retailing Challenges and Opportunities, Future of Retail Industry.
Consumer Behavior in Retail: Understanding Customer Needs and Preferences, Buying Decision Process, Factors Influencing Consumer Behavior, Customer Segmentation and Targeting, Impact of Culture and Demographics, Role of Emotions in Consumer Choices, Customer Loyalty and Retention Strategies, Behavioral Economics in Retail, Case Studies on Consumer Behavior, Psychological Pricing Strategies.
Retail Operations Management: Store Layout and Design Principles, Inventory Management and Stock Control, Visual Merchandising Techniques, Retail Pricing Strategies, Supply Chain and Distribution Management, Security and Loss Prevention in Retail, Use of Technology in Retail Operations, Retail Staff Management, Performance Measurement in Retail, Customer Relationship Management (CRM).
Sales and Customer Service Techniques: Fundamentals of Selling Skills, Building Customer Relationships, Handling Customer Complaints and Objections, Upselling and Cross-Selling Strategies, Effective Communication Skills, Negotiation and Persuasion Techniques, Customer Loyalty Programs, Role of Digital and Omnichannel Selling, Case Studies on Successful Sales Strategies, Customer Retention Best Practices.
Retail Marketing and Branding: Introduction to Retail Marketing, Importance of Branding in Retail, Digital and Social Media Marketing, In-Store Promotions and Advertising, Customer Engagement Strategies, Public Relations in Retail, Pricing and Discounting Strategies, Market Research and Analysis, Competitive Positioning in Retail, Case Studies on Retail Branding Success.
Customer Relationship Management (CRM): Principles of CRM in Retail, Importance of Customer Data Management, Customer Feedback and Surveys, Personalization and Customer Engagement, Loyalty Programs and Retention Strategies, Role of AI and Automation in CRM, Case Studies on Successful CRM Implementation, CRM Software and Tools, Handling Negative Feedback and Complaints, Measuring Customer Satisfaction and Loyalty.
Job Opportunities after completion of Diploma in Retail and Customer Service Management course:
After successful completion of the Diploma in Retail and Customer Service Management program, graduates are equipped with the skills and knowledge required to pursue a variety of career opportunities within the retail industry. The program focuses on aspects like consumer behavior, retail strategy, supply chain management, merchandising, and retail marketing, making graduates highly qualified for roles that drive business growth and customer satisfaction in the retail sector.
Career Options for Graduates of the Diploma in Retail and Customer Service Management:
1. Retail Manager
- Role: Overseeing day-to-day operations of a retail store or chain, managing staff, inventory, and customer service, and ensuring the store meets sales targets and operational efficiency. Retail managers play a crucial role in driving sales and creating a positive shopping experience for customers.
- Salary Range:
- Entry-Level: ₹4,00,000 – ₹6,00,000 per annum
- Mid-Level: ₹6,00,000 – ₹12,00,000 per annum
- Senior-Level: ₹12,00,000 – ₹18,00,000+ per annum
2. Retail Store Operations Manager
- Role: Managing the day-to-day operations of a retail store, including staff management, inventory control, visual merchandising, and customer service. This role requires strong leadership skills and the ability to optimize store operations to improve efficiency and sales.
- Salary Range:
- Entry-Level: ₹5,00,000 – ₹7,00,000 per annum
- Mid-Level: ₹7,00,000 – ₹12,00,000 per annum
- Senior-Level: ₹12,00,000 – ₹20,00,000 per annum
3. Visual Merchandiser
- Role: Designing and arranging product displays in retail stores to attract customers and boost sales. A visual merchandiser uses design principles and knowledge of consumer behavior to create visually appealing product placements and in-store displays.
- Salary Range:
- Entry-Level: ₹3,00,000 – ₹5,00,000 per annum
- Mid-Level: ₹5,00,000 – ₹8,00,000 per annum
- Senior-Level: ₹8,00,000 – ₹12,00,000+ per annum
4. Supply Chain Manager (Retail)
- Role: Managing the end-to-end process of the supply chain, from product sourcing and manufacturing to delivery and distribution to retail outlets. Supply chain managers ensure products are available to meet demand while controlling costs and maintaining efficiency.
- Salary Range:
- Entry-Level: ₹5,00,000 – ₹7,00,000 per annum
- Mid-Level: ₹7,00,000 – ₹12,00,000 per annum
- Senior-Level: ₹12,00,000 – ₹18,00,000+ per annum
5. Retail Marketing Manager
- Role: Developing and executing marketing strategies for retail brands, including promotional campaigns, advertising, and customer engagement programs. Retail marketing managers analyze customer data to create campaigns that attract more customers and increase sales.
- Salary Range:
- Entry-Level: ₹5,00,000 – ₹7,00,000 per annum
- Mid-Level: ₹7,00,000 – ₹12,00,000 per annum
- Senior-Level: ₹12,00,000 – ₹18,00,000 per annum
6. Customer Relationship Manager
- Role: Managing customer relationships and ensuring a high level of customer satisfaction in retail operations. This includes overseeing loyalty programs, handling customer queries and complaints, and ensuring repeat business.
- Salary Range:
- Entry-Level: ₹4,00,000 – ₹6,00,000 per annum
- Mid-Level: ₹6,00,000 – ₹9,00,000 per annum
- Senior-Level: ₹9,00,000 – ₹14,00,000+ per annum
7. E-commerce Manager (Retail)
- Role: Managing the online sales channels for retail brands, including the development of e-commerce websites, online marketing strategies, and customer experience on digital platforms. E-commerce managers ensure that online retail operations are seamless and profitable.
- Salary Range:
- Entry-Level: ₹5,00,000 – ₹8,00,000 per annum
- Mid-Level: ₹8,00,000 – ₹12,00,000 per annum
- Senior-Level: ₹12,00,000 – ₹20,00,000+ per annum
8. Retail Analyst
- Role: Analyzing retail trends, customer behavior, sales data, and market conditions to make data-driven decisions that support business growth. Retail analysts help businesses understand how their products are performing and suggest improvements in inventory and marketing strategies.
- Salary Range:
- Entry-Level: ₹4,00,000 – ₹6,00,000 per annum
- Mid-Level: ₹6,00,000 – ₹9,00,000 per annum
- Senior-Level: ₹9,00,000 – ₹15,00,000+ per annum
9. Franchise Manager
- Role: Managing the operations of retail franchises, including overseeing franchisee relationships, ensuring brand consistency, and achieving sales targets. Franchise managers ensure that each franchisee adheres to the company’s policies and guidelines.
- Salary Range:
- Entry-Level: ₹5,00,000 – ₹7,00,000 per annum
- Mid-Level: ₹7,00,000 – ₹10,00,000 per annum
- Senior-Level: ₹10,00,000 – ₹15,00,000+ per annum
10. Product Manager (Retail)
- Role: Managing product portfolios for retail businesses, including product selection, pricing, and promotion strategies. Product managers collaborate with the supply chain, marketing, and sales teams to ensure products meet customer needs and generate profit.
- Salary Range:
- Entry-Level: ₹5,00,000 – ₹7,00,000 per annum
- Mid-Level: ₹7,00,000 – ₹10,00,000 per annum
- Senior-Level: ₹10,00,000 – ₹18,00,000+ per annum
Key Skills Developed During the Program:
- Retail Strategy & Planning: Understanding how to develop and implement strategies that align with business goals and market demands.
- Consumer Behavior Analysis: Learning to understand consumer preferences and behavior to optimize marketing and sales strategies.
- Retail Operations & Supply Chain: Knowledge of managing day-to-day operations, including inventory, logistics, and product sourcing.
- E-commerce Management: Insights into managing and growing online retail channels, with an emphasis on digital tools and platforms.
- Visual Merchandising: Skills in arranging products to create an attractive shopping environment that boosts sales.
- Sales & Marketing: Strong foundations in retail marketing strategies, promotions, and brand development.
Salary Growth Factors:
- Experience: Entry-level salaries are typically on the lower end but can grow significantly with experience, especially in managerial and leadership positions.
- Location: Salaries are generally higher in major metropolitan cities such as Mumbai, Delhi, Bengaluru, and Hyderabad due to the higher cost of living and concentration of retail operations.
- Type of Employer: Global retail brands and top-tier companies tend to offer higher salaries compared to smaller or regional retail businesses.
- Industry Specialization: Professionals with specialized skills, such as in e-commerce, data analysis, or franchise management, may earn higher salaries due to the demand for expertise in those areas.
Conclusion:
Graduates of the Diploma in Retail and Customer Service Management program have a wide range of career opportunities in retail management, operations, marketing, and supply chain management. With the growing importance of e-commerce and customer experience, professionals in this field can enjoy career advancement, salary growth, and opportunities for specialization. Whether in traditional retail stores, e-commerce, or franchise management, retail management professionals are crucial to the success and growth of retail businesses across India. The salary prospects improve with experience and expertise, especially as one progresses into leadership roles.