Boosting Sales in Outdoor Retail: A New Apprenticeship Programme Partnership

A new partnership between the Outdoor Industries Association (OIA) and Skern Training and Skills aims to transform customer service within the outdoor retail sector. With the endorsement of the OIA, this initiative introduces a fully funded Level 2 Customer Service Apprenticeship, designed to elevate the customer experience and support retail staff in expanding their skill sets.

Skern Training and Skills, recognised for its expertise in outdoor education and training, is set to bridge the gap between product knowledge and hands-on experience. This programme will equip both current employees and new hires with the tools they need to improve sales, enhance customer service, and cultivate a passionate workforce committed to the outdoor industry.

The apprenticeship is tailored to help employees with the nuances of customer interactions, enabling them to provide expert advice that directly impacts customer satisfaction. Participants will learn to recommend suitable outdoor products, from clothing and footwear to equipment, ensuring customers are well-prepared for their adventures.

In addition to boosting sales, the program aims to retain motivated staff—statistics show that 65% of apprentices remain with their employers after training. The apprenticeship will provide high-quality training that combines theoretical knowledge with practical experience, fostering a workforce ready to make a significant impact within the sector.

As part of the apprenticeship, participants can expect to gain comprehensive knowledge in core areas such as understanding customer needs, regulatory standards, and product specifications. Essential skills, including interpersonal communication, influencing, and teamwork, will also be honed to ensure a collaborative and customer-focused retail environment.

The apprenticeship program runs for a minimum of eight months and requires apprentices to be employed for at least 16 hours a week. Upon completion, participants will qualify for membership in the Institute of Customer Service at a professional level.

This initiative supports customer service excellence in the outdoor retail sector while fostering a new generation of skilled professionals passionate about outdoor activities. As the outdoor market continues to grow, this apprenticeship programme could serve as a model for other industries aiming to improve service and customer relationships.

‍Outdoor Retail Customer Service Practitioner - Apprenticeship Programme Summary

·     Role Overview - Engage with customers by promoting and selling outdoor products, ensuring safety, comfort, and enjoyment through expert advice.

·     Key Responsibilities - Process orders, handle payments, support customers, resolve issues, and gather feedback.

·     Core Knowledge Areas - Understand customers’ needs, product regulations, and maintain up-to-date product knowledge.

·     Key Skills - Develop interpersonal and influencing skills, work collaboratively, and take ownership of personal development.

·     Apprenticeship Details - Minimum duration of 8months, requires at least 16 hours of paid employment per week.

·     Expected Outcomes - Improve customer satisfaction, reduce returns, drive sales, and strengthen brand reputation.

·     For Employers - Ideal to upskill staff, enhance customer loyalty, and increase sales through confident, informed selling.