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Demonstrate the ability to overcome objections.

Demonstrate closing a transaction.

Identify the ways that the reputation of a business is influenced by customer satisfaction.

Ethics

Identify ways that businesses are obligated to follow through and meet positive expectations created by their advertising and marketing.

Gather and share information on ethical requirements in customer service and sales.

Identify common ethical dilemmas in business and sales.

Analyze the steps of ethical decision-making.

Explain the importance of identifying and understanding one’s own personal values as a means of avoiding unethical choices.

Customer Satisfaction

Examine and share information on the importance of business image and reputation in selling.

Gather and share information on the cost of and payoff for word-of-mouth advertising.

Explain possible negative biases that may affect businesses.

Explore the methods businesses use to promote customer satisfaction.

Career Opportunities

Develop a plan for pursuing a career in customer service and sales.

Discuss the advantages and disadvantages of working in a customer service field.

Identify personal qualities and skills necessary for job enhancement and career development in a customer service field.

Research and summarize a job description for a customer service occupation.

Identify the education or training, skills, and work experience needed for a customer service occupation.

Career Preparedness

Foundational Standards

Incorporate safety procedures in handling, operating, and maintaining tools and machinery; handling materials; utilizing personal protective equipment; maintaining a safe work area; and handling hazardous materials and forces.

Demonstrate effective workplace and employability skills, including communication, awareness of diversity, positive work ethic, problem-solving, time management, and teamwork.

Explore the range of careers available in the field and investigate their educational requirements, and demonstrate job-seeking skills including resume-writing and interviewing.

Advocate and practice safe, legal, responsible, and ethical use of information and technology tools specific to the industry pathway.

Participate in a Career and Technical Student Organization (CTSO) to increase knowledge and skills and to enhance leadership and teamwork.

Participate in a work-based learning continuum.

Personal Decision-making

Utilize a systematic decision-making process which considers opportunity costs and trade-offs to make academic, career, and financial decisions.

Academic Planning and Career Development

Research and report on the positive and negative effects of various workplace behaviors.

Identify inappropriate workplace behaviors, including violence and harassment, and procedures for reporting and addressing such behaviors.

Analyze personal skills, interests, and abilities and relate them to career opportunities.

Participate in assessments that identify personal areas of interest and aptitude, and utilize results to develop a high school educational plan.