Throughout LRI'S website – the following terms are used interchangeably: Workforce readiness skills, workplace success skills, soft skills, employability skills, interpersonal skills, workplace behaviors, behavioral competencies, social skills, career readiness skills and behavioral effectiveness skills. Skills and competencies are also used as synonyms.

Retail Sales Skills (RTL) with Demo

A window into video-based Retail Sales Skills assessment:

The following video simulation is an example of a phone-based retail sales.

The Work Readiness components of every job

The following table presents a way of thinking about the knowledge, skills and abilities required of any position.  It identifies the three sets of competencies required for success in the workplace. LRI’s expertise is in behavioral – or soft skill – competencies.


Entry Level Retailing


Retail Sales Skills (RTL)


Interests and

Retail Sales Skills (RTL) is an employer-validated and simulation-based soft skills assessment program that measures the competencies required in the retailing industry. RTL was built to measure the soft skills established by the National Retail Federation (NRF) in their Skill Standards Report. The program identifies both the current competencies and the developmental needs of individuals. When skill development is suggested, strategies are identified to support the attainment of those skills. Because of its validity, RTL is used in support of hiring and promotion decisions.

Retail skills measured include:

  • For customer relations:
  • Initiating Customer Contact, Building Customer Relations, Decision Making and Judgment
  • For sales:
  • Determining Customer Needs, Building the Sale, Closing the Sale

The Competencies Measured by RTL and a process to determine which competencies are of greatest importance to local employers appear here. How this process enables workforce professionals to better serve employers is outlined here.

Developing RTL soft skills

  • The RTL Feedback Report, which is the basic product of LRI’s assessment process, identifies soft skill strengths and deficits. It provides suggestions for creating individual or group Development Plans to remediate deficits.
  • LRI-provided Implementation Training and Development (ITD) prepares staff to create Individual Development Plans for assessed workers, integrate soft skills into courses/workshops, interact with employers and more. ITD ensures that workers/learners and their managers/instructors are in agreement as to developmental activities; managers receive practical, hands-on experience that enables them to help workers develop soft skills over time.
  • A Discussion Guide (click here for excerpts from the Guide) that can be used in support of development; it provides situations that can be discussed in classes or workshops led by workforce professionals. Guidelines for the facilitators/teachers ensure their familiarity with what employers consider to be best – and least effective – practice.
  • A curriculum, Customer Care Development System (CCDS) further supports trainers and faculty seeking to offer workshops and other learning experiences that address the specific soft skills assessed by the Customer Care module of the Workforce Readiness Program.
  • Tools are provided to support supervisors, mentors and others working to build individuals’ soft skills post-employment and during internships, apprenticeships or subsidized work experience.
  • Interview Guides provide scenarios for behavioral interviews; the Guides can also be used in support of developmental training.

RTL Content Information

The RTL assessment tapes contain 38 minutes of video on Customer Relations and 44 minutes of video on Sales; during the tapes the viewer responds to 28 and 32 work-related questions, respectively. The tapes are recorded in English and open captioning is available.