training SOLUTIONS Prospectus Training support from the Merchant Industry Specialists > Regional > In-company > Distance Learning > On-line > Modular

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1 Prospectus > Regional > In-company > Distance Learning > On-line > Modular Training support from the Merchant Industry Specialists

2 BMF Training any time, any place, anywhere A flexible way to learn and enhance skills with BMF Training options: product knowledge, regulation and commercial development. FLEXIBLE LOCATIONS Tailored programmes to suit company needs covering relevant and topical subjects. Courses can be run regionally or in-house. COURSE BOOKS Step-by-step approach with long term reference tool and independent marking of progress. ONLINE - BMF CAMPUS High quality product modules devised by industry leaders offering easy access to suit you. For a full list of all our products visit:

3 Your BMF Training Solutions Prospectus contains BMF s current portfolio, and is intended as an easy-to-use reference guide. BMF courses are designed for builders merchants and for building material manufacturers and distributors. They are taught by tutors expert in their subjects and can lead to nationally recognised qualifications. For simplicity the different categories of BMF Training Solutions are divided into eight sections: MANAGEMENT DEVELOPMENT LEADERSHIP SALES INDUCTION AND OPERATIONS APPRENTICESHIPS PRODUCTS TRANSPORT We can offer Distance Learning modules, and courses held at regional venues, or In-Company where we come to you. BMF In-Company Training Solutions also offers the flexibility of bespoke. You select certain elements from different courses and we then create a special tailor-made course just for you. Again, we can run this either at your premises or at a venue of your choice. This brochure contains a summary of all these schemes, with a template application form to request more information about a course. For any queries please call the BMF Training team on or SPECIALIST

4 Index MANAGEMENT DEVELOPMENT The BMF Diploma in Merchanting 5-6 BMF Foundation Degree in Merchanting 7-8 Leadership Developing Leadership Skills for Supervisors 10 Introduction to Management 11 People Management Skills 12 Effective Time Management 13 Managing Discipline, Dismissal & Absenteeism 14 Managing Bullying & Harassment 15 Excellence in Business Writing 16 Managing Performance 17 Persuasive Presentations 18 Sales Increasing Sales on the Telephone 20 Maximising Margin 21 Sales Negotiation Techniques 22 Sales Training for Sales Representatives 23 Advanced Sales Training for Sales Executives 24 induction and Operations Customer Service in Builders Merchants 26 Health & Safety for Builders Merchants IOSH Certified 27 Principles of Merchandising 28 Managing and Controlling Stock 29 Reducing Stock Loss & Shrinkage 30 Security Awareness Training for Yard Staff 31 Finance for Non Finance Managers 32 Warehouse & Yard Layout 33 Apprenticeships Merchant Apprentice Training Customer Service 37 Team Leading 38 Warehousing and Storage 39 Business Administration 40 Management 41 Merchant Supplies Timber 42

5 Index Products BMF Campus 43 Transport Driver CPC Training 45 Driver CPC Training (Modular Version) 46 Transport Training for Non Transport Managers 47 Vehicle Compliance 48 Vehicle Productivity 49 Digital Tachographs & Drivers Hours 50 Vehicle Training Counterbalance 51 Reach Truck 51 Sideloader 52 Moffett 52 Crane (Lorry Mounted) 53 Telescopic 53 Combi 54 Narrow Aisle Picker 54 Escape Training of Very Narrow Aisle Pickers 55 Banksman, Rigging and Slinging Courses 55 Shovel Loader 56 Pedestrian Pallet 56 Shunting 57 Driver Assessments 57 LGV Courses 58 Presentation and Regulation Training 59 Specialist Measuring Building Quantities 61 Kitchen Design with Sales and Customer Care 62 Bathroom Design with Sales and Customer Care 63 Introduction to Employment Law 64 Introduction to Writing Employment Contracts 65 Record and Application form General Course Expression of Interest 66 BMF Diploma in Merchanting Application Form 67 Company Training Record 68-69

6 Management Development The BMF Diploma in Merchanting 5-6 BMF Foundation Degree in Merchanting 7-8 4

7 Management Development The BMF Diploma in Merchanting Self-study modules and workshops The BMF Diploma in Merchanting programme offers Managers and Trainee Managers an advanced leadership development course that is specifically tailored to the needs not only of the builder and timber merchants sector but also to building material manufacturers and distributors. It is a programme of learning designed for employees to study on a part time basis. The content of the learning focuses on the skills, knowledge and attitudes needed to carry out the role of front-line manager effectively within a merchant s branch or office. High priority is given to ensuring that skills taught can have a direct benefit to the learner s company. Learners who successfully complete the Diploma can continue on to a Foundation Degree in Merchanting. WHO WOULD BENEFIT? Managers and Trainee Managers in Builders Merchants, Distributors, Manufacturers and Suppliers who are looking for a thorough grounding in management skills to equip them for further progression. KEY RESULTS To equip the learner with the necessary skills, attitudes and knowledge to enable him/her to carry out a front-line managerial role effectively within the building material & distribution sector To enable the learner to apply such knowledge, skills and attitudes to real situations within the workplace To enable the learner to develop and practise those skills needed to undertake the Diploma s work-based programme of study successfully To assess learners in a structured, systematic and consistent manner based on clear learning outcomes and assessment criteria, and regular and constructive feedback To encourage and motivate the learner to enjoy the very positive experience of learning new skills. The learning also includes the process (transferable skills) necessary to achieve the programme of learning successfully. These skills include communication skills, both written and verbal (report writing, presenting skills etc); collaborative skills; self evaluation skills; and self direction skills (being able to access support when necessary, working autonomously and using the learning resources effectively). This programme has been written around the National Management Standards which describe what all managers in all industries should be able to do. But, in addition to this, the Diploma in Merchanting programme has been written with the special needs of the builders and timber merchant industry in mind. Delegates will notice that most of the case studies are based on situations which will be familiar to them. Book online at or use the form at the back of this brochure 5

8 Management Development The BMF Diploma in Merchanting continued CONTENT The course covers the four key skills areas of Managing People, Managing Yourself, Managing Operations and Managing Resources. These are dealt with in nine individual Modules as follows: Managing People Module 1 Team Development Leadership Managing Change Managing the Sales Process Module 2 Manpower Planning and Recruitment Induction Training Training and Developing Individuals Managing Yourself Module 3 Self Motivation Time Management Stress Management Decision Making Negotiation Skills Module 4 Communicating 1 to 1 Communicating with Groups Written Communication Managing Operations Module 5 Branch Management Conditions of Employment Health and Safety Branch Security Module 6 Marketing the Branch Customer Service Quality Management Conditions of Trading Managing Resources Module 7 Managing Stock Module 8 Managing Finance Module 9 Managing Information Managing Energy and Environmental Issues Managing Transport and Distribution Vehicles and the Law METHODS OF LEARNING Self study notes covering the main knowledge, skills and attitudes content of the programme A Workshop for each module that is designed to reinforce key areas of the knowledge, skills and attitudes content of the programme; to practise the process of transferable skills required to undertake the programme successfully and to support the learner in the successful completion of the assessments Written and non-written Assessments designed to measure the learner s understanding of the programme s learning outcomes based on defined assessment criteria These elements are integral to the whole programme and are consistent throughout the nine modules. National Recognition All Assessments are marked against clear criteria laid out in the Diploma in Merchanting marking scheme. Furthermore the Diploma is University accredited This means that learners gaining the Diploma will have a quality assured management and leadership qualification recognised nationally. Beyond the Diploma there will be the opportunity to study a full Foundation Degree in management and leadership. The Worshipful Company of Builders Merchants supports the BMF Diploma by awarding Prizes to the four graduates from each diploma course who have achieved the highest pass marks. 6 Book online at or use the form at the back of this brochure

9 Management Development BMF Foundation Degree in Merchanting AWARDED BY THE UNIVERSITY OF THE WEST OF ENGLAND (BRISTOL) An opportunity for Managers in builders merchants and building material manufacturers & distributors to progress to a university qualification. The University of the West of England (UWE) will award the Foundation Degree in Integrated Professional Development (Merchanting). WHO WOULD BENEFIT? Students who have successfully achieved the BMF Diploma in Merchanting. This course is designed to offer Managers and Trainee Managers advanced leadership development, specifically tailored to the needs of the merchanting sector and of the learners own company. ANSWERS TO SOME FREQUENTLY ASKED QUESTIONS What does the BMF/UWE Foundation Degree course contain? The BMF Diploma in Merchanting syllabus is the core of the BMF/UWE Foundation Degree. The syllabus is arranged around four key areas, Managing People, Managing Yourself, Managing Operations and Managing Resources. Successful completion of the Diploma counts towards the BMF/UWE Foundation Degree through a credit recognition agreement between BMF and UWE. The final part of the Foundation Degree curriculum will be in the form of a university work-based learning project where the learner will have the opportunity to reflect on what they have already learnt and how it could be implemented into their company and how the impact of environmental sustainability issues will affect their workplace. What is a Foundation Degree? A Foundation Degree is the equivalent to the first two years of an Honours Degree and consists of academic study integrated with relevant workbased learning undertaken with your employer. A Foundation Degree can then lead on to an Honours Degree. The University of the West of England (UWE) will award the certificate of Integrated Professional Development (Merchanting) to BMF Foundation Degree graduates. Self-study modules and workshops Book online at or use the form at the back of this brochure 7

10 Management Development BMF Foundation Degree in Merchanting continued Who is eligible to take the course? The Foundation Degree is open to employees of UK builders merchants companies who have completed the BMF Diploma in Merchanting course, successfully passing all of the nine modules. The BMF Foundation Degree was developed with the assistance of the Builders Merchants Training Trust. How difficult is it? Learners who have successfully completed the BMF Diploma will have demonstrated their ability to study at the necessary higher education level. How long does it take? Having completed the BMF Diploma in Merchanting the Foundation Degree timetable envisages a further eight months to complete the course project; although individuals would be able to complete it in a shorter time frame if they wished. When does the programme run? The Foundation Degree normally runs from January August each year. Learners marks and eligibility for the Foundation Degree will be considered by the University examining boards in September. Those eligible for the Foundation Degree in Integrated Professional Development (Merchanting) will be invited to attend an award ceremony at Bristol Cathedral in November. 8 Book online at or use the form at the back of this brochure

11 Leadership Developing Leadership Skills for Supervisors 10 Introduction to Management 11 People Management Skills 12 Effective Time Management 13 Managing Discipline, Dismissal & Absenteeism 14 Managing Bullying & Harassment 15 Excellence in Business Writing 16 Managing Performance 17 Persuasive Presentations 18 9

12 Leadership Developing Leadership Skills for Supervisors OVERVIEW This course is designed to introduce an individual into the world of supervision. It shows how to effectively gain results through the development and leadership of others, and how to make a positive transition into a significantly more responsible role within the business. WHO WOULD BENEFIT? Newly promoted or soon to be promoted Supervisors who have a responsibility for staff. This could include Yard Supervisor, Trade Counter Supervisor, Showroom Supervisor, Office Supervisor, Department Managers, Transport Supervisors and Trainee Managers or Supervisors. KEY RESULTS Understanding personal leadership style Explore different styles of leading others Task management Effective delegation Communication awareness and strategic motivation Building stronger teams Discipline techniques. CONTENT The role of the Supervisor Getting tasks done Leading change Motivation of others Time management SMART objective setting Leadership styles Building the team Improving communication Making decisions Positive and critical feedback. 3 days Regional or in company Further development opportunities Managing Bullying & Harassment Managing Performance 10 Book online at or use the form at the back of this brochure

13 Leadership Introduction to Management OVERVIEW A four day regional management course or a choice of selecting the content to personalise an in-company course of between two and five days. WHO WOULD BENEFIT? Newly promoted or soon to be promoted Managers who are looking for an introduction to the key principles of effective modern management, Branch Managers, Assistant Managers, Department Managers, Trading Managers. KEY RESULTS Develop and improve: Personal effectiveness skills and attitudes People management skills Key skills in the major operations of branch and sales management Understanding of business finance and information management. CONTENT Leadership and management roles Time management and personal organisation Decision making skills and techniques Giving feedback Being an assertive manager Developing and maintaining a team Motivational skills. Delegation Setting targets and objectives Managing change Performance management and appraisal Managing projects and task management Customer service and managing customer expectations Quality and continuous improvement Principles of finance and trading Control of working capital Managing stock. 4 days Regional or in company Further development opportunities Diploma in Merchanting Introduction to Employment Law Book online at or use the form at the back of this brochure 11

14 Leadership People Management Skills OVERVIEW This course focuses on the importance of the effective management of people within any business. It will equip Managers with the skills to professionally lead individuals or teams, whilst maintaining productivity and meeting company objectives. WHO WOULD BENEFIT? Team Leaders, Supervisors and Managers that have a direct responsibility for managing people. This could include; Yard Foreman, Trade Counter Supervisor, Office Manager, Transport Manager, Showroom Manager, Assistant Manager and Manager. KEY RESULTS Develop and motivate individuals to realise their potential and enable them to contribute fully to the business Develop and maintain the team so that it becomes a more effective work unit Manage staff performance and discipline Develop and improve verbal and non-verbal management communications. CONTENT Building and leading teams Motivating staff Dealing with conflict Assertive communication Questioning, listening and feedback skills Delegation Managing discipline Recruitment and induction Setting objectives and targets Leading change Training staff and staff appraisal. 2 days Regional or in company Further development opportunities Introduction to Management Managing Performance 12 Book online at or use the form at the back of this brochure

15 Leadership Effective Time Management OVERVIEW This course emphasises the requirement for all to be effective time managers. It is a prerequisite to the efficiency and level of customer service in any business. This workshop will identify practical ways to pre-plan, prioritise and structure a working day and reiterate the importance of delegation and teamwork. WHO WOULD BENEFIT? Managers, Assistant Managers, Stock Control Managers, Yard Supervisor/Foreman, Counter Supervisor, Showroom Manager/Supervisor and Transport Managers. CONTENT The importance of successful time management Setting SMART objectives Planning and organising staff resource Prioritising tasks Motivating self and team Time plan development. KEY RESULTS Understand how time can affect the profitability of a business Develop personal time management The importance of delegating Effective objective setting How to manage own and team performance The importance of pre-planning. 1 day Regional or in company Further development opportunities Diploma in Merchanting Book online at or use the form at the back of this brochure 13

16 Leadership Managing Discipline, Dismissal & Absenteeism OVERVIEW This course will educate Managers, Supervisors or anyone responsible for the performance of an individual or team. It will focus on how to manage disciplinary situations fairly and legally. It will show how to be consistent with disciplining employees, which has been proven to keep absenteeism to minimal levels. WHO WOULD BENEFIT? Proprietors, New Personnel Managers, Personnel Officers, Regional Managers, Managers, and Assistant Managers. KEY RESULTS Learn the best way to enforce rules Recognise how to correct employees behaviour Practise giving effective informal warning Practise conducting formal disciplinary hearings Practise dealing with employees grievances. CONTENT How to operate a set of meaningful company rules and how to enforce them Understanding what can be treated as misconduct Dealing with employees difficulties without making threats Giving formal warnings that really work How to conduct formal disciplinary hearings lawfully and effectively Making disciplinary decisions even when the facts are not clear Dealing effectively with poor performance How to reduce absenteeism levels dramatically How to dismiss lawfully. N.B. This course is particularly important in view of the Employment Act s Statutory Procedures, which contain additional penalties for nonconformity by employers. 1 day Regional or in company Further development opportunities People Management Skills 14 Book online at or use the form at the back of this brochure

17 Leadership Managing Bullying & Harassment OVERVIEW This course will improve awareness of and focus on the prevention of workplace bullying and harassment. Bullying can easily effect the motivation and performance of employees, consequently having a detrimental affect on business productivity. WHO WOULD BENEFIT? Team Leaders, HR Professionals, Supervisors and Managers that have a direct responsibility for managing people. This could include; Yard Foreman, Trade Counter Supervisor, Office Manager, Transport Manager, Showroom Manager, Assistant Manager and Manager. KEY RESULTS Identify elements of bullying and harassment Understand the way in which bullies operate Be aware of the huge effects bullying can have on staff performance Recognise ways to prevent bullying occurring Implement and use policies and procedures to deal with the problem effectively. CONTENT What is workplace bullying and harassment? Acceptable and unacceptable forms of behaviour Why does it happen and what can be done about it? The legal definitions of bullying and harassment, (and your statutory rights) Effects on the business The shocking facts and figures How to recognise bullying Policies and procedures in the workplace Developing a formal bullying and harassment policy Raising awareness in the workplace Keeping the workplace free from bullying and harassment. 1 day Regional or in company Further development opportunities People Management Skills Book online at or use the form at the back of this brochure 15

18 Leadership Excellence in Business Writing OVERVIEW This Course is designed to show how best to construct a full range of business correspondence. It will ensure total understanding of the way written communication should be produced and the pitfalls that arise from sub-standard correspondence. WHO WOULD BENEFIT? Managers, Assistant Managers, Office Managers/Supervisors, anyone responsible for producing business related correspondence. KEY RESULTS Aware of elements and structure Correct use of punctuation and grammar Proven effective techniques The reader s perception The difference in writing styles and when to use them. CONTENT Considering your audience: what to consider and why it s so important Overview of different writing styles (and when to use them) Review of different genre (e.g. , memos and letters) and how to approach them Aspects of good style Use of active and passive verbs and subject-verb agreement Sentence structure and effective paragraph writing Focusing on clarity and consistency (including tips for avoiding ambiguity) Dealing with spelling some notorious words, word endings and homophones Editing and proof reading techniques Correct use of punctuation (including parenthesis, apostrophe and quotation mark) Writing effective press releases Promotional writing, copywriting and writing for the digital media. 1 day Regional or in company Further development opportunities Persuasive Presentations 16 Book online at or use the form at the back of this brochure

19 Leadership Managing Performance OVERVIEW This Workshop will provide attendees with the tools to enhance staff potential. It will show how to get the best performance from employees, through motivation, on the job development and practical support. Increasing staff performance can also improve staff retention through a mutual and professional respect. WHO WOULD BENEFIT? Managers, Assistant Managers and Supervisors. Anyone with staff development as part of their responsibility. KEY RESULTS Recognise that most people want to do a good job but that a lack of key management interventions can seriously undermine this aim Identify how to keep staff focused to achieve greater results Use the important leadership skills of communication, motivation and delegation to empower employees to realise their full potential. CONTENT Recognising and defining talent committing to Theory Y Performance expectations outputs, inputs and pivotal situations How strong internal communications improve performance Giving feedback and measuring performance Performance appraisal why we should praise appraisal Turning poor performance around and setting up a workable performance management structure Managing behaviour and discipline Motivation techniques Staff development and. 1 day Regional or in company Further development opportunities Managing Discipline, Dismissal & Absenteeism Book online at or use the form at the back of this brochure 17

20 Leadership Persuasive Presentations OVERVIEW This course will take delegates through a stepby-step process on how to deliver effective presentations. The course will show the importance of research, planning and structure within a presentation and show how to gain the required results through professional speaking. WHO WOULD BENEFIT? Managers, Assistant Managers, Supervisors, Sales Executives. KEY RESULTS Ability to assess the needs of the audience Plan, structure and deliver successfully Review presentations Develop an individual style of presenting Presenting confidently Influencing/informing the audience. CONTENT Identifying your own personal delivery style The importance of detailed preparation (and how to go about it) Considering the needs of your audience Points of delivery voice, body language and appearance How to use visual aids effectively Dealing with audience questions Assessing delivery speed and overall pacing Finding the right words (and when or when not to use humour) Structuring your presentation around the 3 key stages Creating the best environment for you to present Hands-on practice at delivery (with constructive feedback). 1 day Regional or in company Further development opportunities Diploma in Merchanting Advanced Sales Training for Sales Executives 18 Book online at or use the form at the back of this brochure

21 Sales Increasing Sales on the Telephone 20 Maximising Margin 21 Sales Negotiation Techniques 22 Sales Training for Sales Representatives 23 Advanced Sales Training for Sales Executives 24 19

22 Sales Increasing Sales on the Telephone OVERVIEW This course is designed to show delegates the best way to increase sales using telephone contact. It will allow delegates to identify telephone sales opportunities and how to turn them into profit. WHO WOULD BENEFIT? Any member of staff new to selling over the telephone, experienced staff looking for new ideas to increase their effectiveness. KEY RESULTS Increasing sales by: Maximising the advantages of using the phone Being a seller not just an order taker Using effective verbal communication skills Efficiently identifying customer needs and promoting quality features as benefits Making an action plan to demonstrate what needs to be done differently. CONTENT Closing the sale Techniques for generating a positive customer perception on the telephone Turning telephone enquiries into sales Questioning, listening and challenging skills Building rapport over the phone Demonstrating good company and product knowledge Understanding features and selling benefits Identifying customer needs to cross sell, upsell and increase an order Following up quotes Dealing with different types of customer. 1 day Regional or in company Further development opportunities Sales Training for Sales Representatives Maximising Margin 20 Book online at or use the form at the back of this brochure

23 Sales Maximising Margin OVERVIEW It is all too easy to discount to ensure you Get the Business, but would you get it anyway? How many of your staff are unaware of the implications of discounting the sale? Margin erosion is a key problem affecting the bottom line and with the pressures of the customer expecting discounts should be a key focus for the business. WHO WOULD BENEFIT? All staff that have face to face or telephone contact with customers. This could include Counter Supervisor, Counter Staff, Sales Office Manager, Sales Office Staff and Managers and External Sales People wishing to tighten margin management. KEY RESULTS Maximise margin by: Understanding the key elements that effect profit Understanding the costs and benefits of discounting Understanding what your prices represent Using good communication skills to identify customer needs Using effective sales skills and being a seller, not just an order taker Making an action plan to demonstrate what needs to be done differently. CONTENT Understanding margin, mark-up, gross profit and net profit Knowing when and where to discount Understanding price and quality Using the services that the company provides to help make the sale Building rapport Questioning, listening and other verbal communication skills Body language and other non-verbal communication skills Securing add-on sales Dealing with objections Demonstrating a good company and product knowledge. 1 day Regional or in company Further development opportunities Sales Negotiation Techniques Advanced Sales Training for Sales Executives Book online at or use the form at the back of this brochure 21

24 Sales Sales Negotiation Techniques OVERVIEW This course will develop the skills and knowledge needed to be an effective sales negotiator. It will help delegates develop a win/win situation with different types of customers in different situations. WHO WOULD BENEFIT? Sales Office Staff, Counter Staff, Sales Representatives, Telesales Staff. KEY RESULTS Successfully negotiate by identifying your objectives, desired outcomes and best and worst case scenarios Successfully negotiate through high quality communication skills Successfully negotiate by identifying and achieving a win-win situation with the customer Successfully negotiate by fully understanding the process and steps of negotiation Successfully negotiate by confidently dealing with tough negotiators and difficult situations Successful negotiate by making an action plan to demonstrate what needs to be done differently. CONTENT Recognising the buying motif Verbal communication skills: questioning, listening, challenging Non-verbal communication skills: body language, relative position, mirroring Objective setting Creating a win-win situation The steps of negotiation: context, climate, exploring, bidding, problem-solving and clinching the deal Dealing with objections Pushing and Pulling Difficult negotiations. 1 day Regional or in company Further development opportunities Maximising Margin Advanced Sales Training for Sales Executives 22 Book online at or use the form at the back of this brochure

25 Sales Sales Training for Sales Representatives OVERVIEW This in depth sales course will enhance the expertise used by existing sales representatives and provide new concepts and techniques to make the most of their sales visits. This will explore the requirements needed to ensure successful sales pitches and show how to engage your customer in your product lines and services. WHO WOULD BENEFIT? Newly Appointed or existing Representatives, Staff with remote face-to-face contact with buyers. KEY RESULTS Understanding of Marketing Concepts Ability to qualify the sale Maximising the bottom line Finding and retaining customers Time management skills Pre-planning techniques to improve performance Effective territory management Developing business relationships. CONTENT The market concept Time management Role of the outside representative Market research Pre-sales preparation The sales interview Dealing with difficult situations Economics of a sales force Attributes of the professional sales person Sourcing customers Payment nudger Getting appointments Using sales aids The need for selling and maximising profits. 4 days Regional or in company Further development opportunities Advanced Sales Training for Sales Executives Maximising Margin Book online at or use the form at the back of this brochure 23

26 Sales Advanced Sales Training for Sales Executives OVERVIEW The course is aimed to refresh the skills already in use by sales representatives/executives. It will identify any problem areas experienced within the field and show clear solutions as well as working on mastering the techniques and developing best practice. WHO WOULD BENEFIT? Experienced External Sales Representatives. KEY RESULTS Identifying and rectifying problem areas of sales visits Being aware of successful techniques within the market place Increasing confidence and ability Showing how to maintain a profitable customer relationship Delivering on leads provided Closing the sale Planning Effective prospecting Surveying the market. CONTENT Effective territory management Reducing costs Surveying the market Effective prospecting Psychology of negotiation Maintaining self esteem Managing time Territory development Identifying opportunities Negotiating skills Customer motivations. 2 days Regional or in company Further development opportunities Maximising Margin Persuasive Presentations 24 Book online at or use the form at the back of this brochure

27 Induction and Operations Customer Service in Builders Merchants 26 Health & Safety for Builders Merchants IOSH Certified 27 Principles of Merchandising 28 Managing and Controlling Stock 29 Reducing Stock Loss & Shrinkage 30 Security Awareness Training for Yard Staff 31 Finance for Non Finance Managers 32 Warehouse & Yard Layout 33 25

28 Induction and Operations Customer Service in Builders Merchants OVERVIEW This is a Distance Learning Programme that includes a Course book and a Task book in which learners record their answers to the set questions. The benefit of this type of learning is that it can be done at a pace and at times to suit the learner. It will explain and help understand what exactly customer care is especially as seen through the eyes of customers themselves. It will also demonstrate the importance of good, clear and honest communication between customers and those people representing the business. Finally it establishes the key skills of delivering effective customer care for the benefit of the customers and the business itself. WHO WOULD BENEFIT? The programme is designed to be of benefit to anyone with direct contact with customers, face to face or over the telephone be they yard, counter or sales office staff. KEY RESULTS Understand customer perceptions COURSE BOOK CONTENT There are three chapters; and each chapter has three sections. Each chapter is set out in the same way. There is a separate Task book in which you will be able to answer questions based on the contents of the Course book. 1. Customer Care The customer What the Customer Thinks Caring for the Customer 2. Communication and Customer Care Good Communication Seeking Customer Feedback Communication Skills 3. Delivering Quality in Customer Care Meeting Customer Needs Dealing with Unhappy Customers Policies, Procedures and Standards Identify the components of excellent customer service 20 hours Develop service level standards Understand profit and margins Show the effects of discount Demonstrate how to increase the value of an order. Additional information Distance learning books Approx 20 hours work: 12 hours to work through the course book and about 8 hours to work through the assessments. DESIGNED TO BE PART OF AN INDUCTION TRAINING PROCESS 26 Book online at or use the form at the back of this brochure

29 Induction and Operations Health & Safety for Builders Merchants IOSH Certified OVERVIEW This is a distance learning programme that is based around the crucial need for good understanding of workplace Health & Safety best practice. It includes a Course book and a Task book in which learners record their answers to the set questions. Successful completion leads on to a separate multi answer Assessment test that if passed confers an IOSH Health and Safety Certificate to the candidate This programme will unravel the minefield of Health & Safety. WHO WOULD BENEFIT? Branch Managers, Assistant Managers, Yard/ Office/Counter Supervisors and Training Team Staff. The programme is particularly relevant as part of an induction process for new joiners. KEY RESULTS Awareness of risk assessment Accident investigation including RIDDOR All H&S regulations CONTENT The booklet has a number of key sections Section 1 An introduction to legal responsibilities under Health & Safety law Section 2 Causes of accidents and ill health Section 2 Organising for safety Section 3 Planning for safety Section 4 Causes of accidents and ill health Section 5 Working safely Section 6 Fire safety arrangements Section 7 Accidents, injuries, near miss reporting and first aid arrangements. 20 hours Importance of record keeping. Distance learning Additional information The duration of the course is approximately 20 hours in total: about 15 hours to work through the content and another 5 hours to complete the Tasks and Project. DESIGNED TO BE PART OF AN INDUCTION TRAINING PROCESS Book online at or use the form at the back of this brochure 27

30 Induction and Operations Principles of Merchandising OVERVIEW This course will provide the retailing skill of making product displays attractive to customers. It will create the visual desire to increase your customers interest, thus increasing awareness and, inevitably, sales. WHO WOULD BENEFIT? Trade Counter Supervisor, Trade Counter Assistants, Office staff, Assistant Manager and any member of staff with a display responsibility. KEY RESULTS Understand the benefits of a properly laid out showroom CONTENT Individual objectives The objectives of merchandising Promotional periods Positioning stock Finding customer needs Effective layout Principles of effective merchandising Managing promotions Security and stores layout Asking questions and listening. Develop customer profiles Merchandising methods Manage effective promotions Make suggestions for improving layout Accurately identify customer needs Understanding individual buying motives and how this effects product requirement and benefit selling Effectively demonstrate products Demonstrate the best methods for closing a sale. 1 day Regional or in company Further development opportunities Customer Service in Builders Merchants Sales Negotiation Techniques 28 Book online at or use the form at the back of this brochure

31 Induction and Operations Managing and Controlling Stock OVERVIEW Managing stock levels is the key to any merchant/supply business. This 2-day course will show how to maintain the required stock level, therefore leading to accurate stock takes, ensuring you are complying with the HSE and having a positive influence on overall customer service. WHO WOULD BENEFIT? Assistant Managers, Branch Managers, Stock Control Managers, Yard Supervisor/Foreman and Managers with an interest in Stock Management. KEY RESULTS Understand how stock can affect the profitability and service levels in an organisation CONTENT The importance of effective stock management and role of the Stock Manager/ Controller Setting objectives and targets in stock control management Understanding stockturn and its effect on profitability Forecasting and planning stock Managing demand and supply Safety stocks and setting stock levels Managing the risks and costs of holding stock Simultaneously meeting customer needs and minimising stockholding. Define the roles and responsibilities of a Stock Manager/Stock Controller Understand the principles of forecasting, planning and controlling stock Demonstrate effective objective setting in stock control management Carry out effective communications regarding stock issues with suppliers, sales staff and customers Demonstrate appropriate stock control management techniques. 2 days Regional or in company Further development opportunities Reducing Stock Loss & Shrinkage Warehouse & Yard Layout Book online at or use the form at the back of this brochure 29

32 Induction and Operations Reducing Stock Loss & Shrinkage OVERVIEW This effective course will show how to maintain a high level of security, keeping loss and shrinkage to a minimum. It will cover precautions and everyday measures to ensure safety and security. This will suggest solutions for each individual problem area. WHO WOULD BENEFIT? Anyone responsible for the safety and security within a premises, Stock Managers/Supervisors, Security Staff. CONTENT Dealing with customer/staff theft Understanding and applying the law Loss prevention Vetting Right of search Staff purchases Investigation by management/specialists. KEY RESULTS Awareness of general security within a branch Assess areas at risk Proactive/reactive management Cost-effective ways of improving security Look at systems and procedures Threat of terrorist attack staff vetting, perimeter and vehicle security. 1 day Regional or in company Further development opportunities Maximising Margin Managing & Controlling Stock 30 Book online at or use the form at the back of this brochure

33 Induction and Operations Security Awareness Training for Yard Staff OVERVIEW Customers will try to get something for nothing. How many are loading their own vehicles and under declaring their purchase? Are your staff aware of this, or is it accepted practice? This course aims to help staff look at security risks and deal with them in an appropriate manner. WHO WOULD BENEFIT Yard Supervisors, Yard Operatives, Security Staff. CONTENT Areas of wastage and control to include reports/disposal/authority/skip contractors Visitors and other contractors Rubbish and salvage Accidental damage Theft by customer/staff and service staff Error involving cash and stock. KEY RESULTS Movement controls to include goods in Loads checks Delivery notes Exchanges Goods out Picking Loading Proof of delivery Returns Credit checks. 1 day Regional or in company Further development opportunities Reducing Stock Loss & Shrinkage Book online at or use the form at the back of this brochure 31

34 Induction and Operations Finance for Non Finance Managers OVERVIEW This course is designed to give a basic but informative overview of the finance side of a business, specifically for those not directly involved in the day to day function of financial management. This course is a must for anyone with the need to fully understand financial reports. WHO WOULD BENEFIT? Proprietors and Managers that want to gain a better understanding of financial issues and implications of their day-to-day decisions. KEY RESULTS Improved understanding of financial principles and terminology Interpret management accounts Key performance indicators Agree and maintain budgets CONTENT Importance of flow and finance in business Importance of financial control Cash flow The balance sheet Company performance Costings Margins Products and market mix Key performance indicators Budgeting Profit and loss Ratios Profitability Cost of sales Control of working capital. Develop an overview of business finance concepts Identify critical areas that affect working capital and profitability. 1 day Regional or in company Further development opportunities Diploma in Merchanting 32 Book online at or use the form at the back of this brochure

35 Induction and Operations Warehouse & Yard Layout OVERVIEW This practical programme will give the knowledge and understanding needed to develop a warehouse layout that will operate safely, efficiently and economically, so as to add contribution to the overall profitability of the organisation. Each area covered in the workshop will conclude with plans of action to help with implementation on the job. WHO WOULD BENEFIT? Managers, Assistant Managers and Yard Supervisors. KEY RESULTS By the end of the workshop the delegates will; Understand how to plan to make the best use of space available CONTENT Efficient space planning and utilisation Fixtures and fittings Best practice for warehousing Building in safety Routine maintenance and checks Stock and order levels Stock rotation and sequencing Goods in and out Security Leakage and shrinkage Damage prevention Order picking Action plans. Be able to build in appropriate fixtures and fittings Identify the most efficient operating practice Develop a safe working environment Be able to maintain security Demonstrate how to minimise damage. 1 day Regional or in company Further development opportunities Principles of Merchandising Reducing Stock Loss & Shrinkage Book online at or use the form at the back of this brochure 33

36 Apprenticeships Merchant Apprentice Training Customer Service 37 Team Leading 38 Warehousing and Storage 39 Business Administration 40 Management 41 Merchant Supplies Timber 42 34

37 Apprenticeships national providers Working in partnership with BMF Merchant Apprentice Training The BMF Apprentice Scheme is a highly effective way to train staff to work effectively and competently. Apprenticeships are work-based programmes, designed around the needs of employers. The BMF Apprenticeship courses lead to nationally recognised qualifications. Merchants can use the BMF Apprentice Scheme to train both new and existing employees. In most cases in England, funding is available to train apprentices, with some availability of funding in Scotland and Wales. The minimum duration of a BMF Apprenticeship is 12 months, depending on the job role and the qualification. The available qualifications are: Customer service Team leading Warehousing and storage Business administration Management Merchant supplies timber. There are two levels of Apprenticeship available: Intermediate Level Apprenticeships Apprentices work towards a Level 2 qualification that includes an NVQ demonstrating practical skills, a Technical Certificate demonstrating knowledge and understanding; and Functional Skills (English, Maths and ICT for team leading). Progression from an intermediate level apprenticeship could include an advanced level apprenticeship in a management qualification, for example. Advanced Level Apprenticeships Apprentices work towards Level 3 qualifications that includes NVQ a Technical Certificate demonstrating knowledge and understanding; and Functional Skills (English, Math s and ICT for management). Progression from an advanced level apprenticeship could include an apprenticeship framework at Level 4 or the BMF Diploma in Merchanting. As BMF Apprenticeships are work-based programmes, most of the is on the job. You must give your apprentices an induction into their role and provide on-the-job. You are also responsible for paying your apprentices wages; for a minimum of 30 hours per week for the duration of the Apprenticeship; and providing support. The BMF Apprentice Training programme is managed and delivered by Didac Limited, a highly experienced national provider with particular expertise in the merchant and woodworking sector. As a nationally recognised company, Didac is regularly inspected by a variety of stakeholders including OFSTED, who recently judged Didac as an Outstanding provider. Book online at or use the form at the back of this brochure 35

38 Apprenticeships national providers Working in partnership with BMF Didac will provide you, the employer, with an experienced trainer/assessor who will be able to support and guide both you and the apprentice during the course. They will work with you to: Help you decide which Apprenticeship is right for your employee Explain the way that Apprenticeships work and if funding is available Agree a plan with your apprentice Help you recruit an apprentice or support your existing staff into Apprenticeships Manage the and evaluation; and Ensure that national quality standards are met and deliver integrated, coherent. Didac has a contract with the Skills Funding Agency, which enables builders merchants to benefit from government funding targeted at apprentice. The size of the contribution varies, depending on the qualification, the age of the candidate and the size of the employer. If the apprentice is aged years old, you will receive 100 per cent of the cost of the ; if they are years old, you will receive up to 50 per cent; if they are 24 years old or over, you, or the individual apprentice, may have to pay for the entirety of the. Some flexibilities and short term funding opportunities can apply, so it s worth discussing your needs with Didac to see what funding is currently available. All funding is paid directly to Didac. At the time of going to press, the apprentice minimum wage for 16 to 18 year olds is 2.65 per hour and applies to working time and time spent. Employers are free to pay above the new wage and many do so, but employers must ensure that they are paying their apprentices at least the minimum wage. For 19 year olds and over past their first year of employment, they get the rate that applies to their age. If an apprentice is on a higher wage, the employer must continue to pay that for the remainder of the or until the apprentice becomes eligible for the full national minimum wage. Apprenticeships are subject to eligibility and funding rules, which are different for each country in the UK. In all cases, please contact Didac on or info@didac.co.uk requesting funding information on BMF Apprenticeships. 36 Book online at or use the form at the back of this brochure

39 Apprenticeships Customer Service Overview The Customer Service Apprenticeship teaches the skills to provide excellent customer service. Good customer service is key to the success of any business or organisation, so an employee completing this Apprenticeship will be taught to make sure that customers are dealt with in a positive, reliable and professional manner whether that s by offering advice, answering questions or handling complaints. This will be achieved by helping customer service employees understand and value the importance of up-to-date knowledge of their organisation s products and services, whilst providing them with the tools to be able to communicate with all sorts of people. Qualifications An apprentice will achieve a number of recognised qualifications all delivered in the workplace: NVQ in Customer Service Level 2 Technical Certificate in Customer Service Level 2 (demonstrating knowledge and understanding) Functional Skills (Maths and English) Employment Right and Responsibilities Workbook. Content Dealing with customers face to face Working on a helpdesk or trade counter Problem solving Identifying and making business improvements Dealing with complaints effectively Going the extra mile and making a difference Dealing with diverse customers and in diverse situations Communicating effectively. Minimum 12 months Practical assessment Progression Progression can include the following: Advanced Apprenticeship L3 Customer Service Team Leading (ILM Level 2) Management (ILM Level 3) Dependant on job role and responsibilities Cost FREE for year olds 19+ part funded with employer contribution Book online at or use the form at the back of this brochure 37