Explain the importance of exhibiting culturally sensitive behaviors when dealing with customers from diverse backgrounds.
Demonstrate the techniques used to persuade customers.
Describe the duties of a customer service representative.
Describe different types of call centers.
Discuss the role of a customer representative and describe reasons for providing customer service.
Compare and contrast types of customer service for different venues and types of interactions.
Examples: mass market, department store, specialty retail
Discuss the importance of accuracy, efficiency, and follow-through in customer relations.
Identify major areas of customer complaints and the tangible and intangible costs of complaints to both the salesperson and the business.
Identify types of difficult customers and employ strategies for mitigating conflicts.
Examples: disagreeable, domineering or superior, suspicious, slow or methodical, dishonest
Describe and perform telephone and online activities applicable to customer service.
Examples: live chat, email
Demonstrate techniques for effective telephone communication including making a positive first impression and recording or relaying messages.
Demonstrate active listening skills.
Demonstrate techniques for handling an irate or upset caller.
Maintain a telephone log or spreadsheet accurately in accordance with defined procedures.
Describe the importance of utilizing follow-up techniques after a sale has been completed.
Explain the importance of utilizing appropriate sales follow-up to secure customer feedback and positive referrals for future sales.
Describe Customer Relationship Management (CRM), including loyalty and retention marketing.
Sales and Promotion
Compare and contrast wholesale, retail, and professional sales and their effects on the economy.
Explore methods of compensation in sales occupations.
Examples: commissions, bonuses, prizes
Explain the nature of sales forecasts and the effect of sales cycles.
Describe the use of technology in the selling function.
Analyze and apply the steps needed for effective sales presentations.
Develop questioning techniques in order to identify customers’ needs and wants.
Use feature-benefit selling for an effective sales presentation.
Identify and resolve customers’ questions and objections.
List appropriate follow-up techniques to be used after the sale.
Describe the characteristics and behaviors of a successful salesperson.
Utilize prospecting techniques to develop a customer base.
Obtain customer and product knowledge and prepare a plan to satisfy customer needs.
Demonstrate professional written and oral communication skills.
Research and discuss the traits associated with successful salespeople.
Utilize effective techniques and procedures for customer service sales activities.
Determine customers’ needs and identify products, services, and/or supports as solutions.
Discuss the importance of selling complementary goods and services and cross-selling.
