Sales & Customer Service

A popular adage in business states, "It all begins with the sale." In today’s service-dominated economy, the opportunities for qualified sales and service personnel have never been greater. Those who complete the program will be able to communicate effectively with consumers, colleagues, and supervisors. They will also be able to identify strategies for engaging consumers, and to promote their products and services. In addition, they will be knowledgeable in understanding the art of selling and closing a sale, and exceeding customers’ expectations through complete customer satisfaction. The Sales and Customer Service program consists of five learning units. Each unit is composed of lessons that focus on specific areas of knowledge and skills that a student must master to be an effective entry-level sales and/or customer service associate.

Users of the Profesiones sin Barreras™ Sales & Customer Service program acquire skills suitable for entry-level employment in a wide variety of sales and customer service environments. Those who successfully complete the program will possess the versatility to successfully communicate with potential consumers through direct customer contact and over the telephone, as well as in specialized sales disciplines such as telemarketing and call center representation. This is a self-study program specifically designed to prepare Spanish-speakers for entry-level employment in sales and customer service occupations. Upon completion of the Sales and Customer Service program, students will be suited for a variety of sales and service positions in retail and other customer-focused environments. Entry-level career opportunities may include, but are not limited to: Service Receptionist, Sales Support Specialist, Retail Clerk, Salesperson, Telesales Agent, Call Center Agent, Stockroom Associate, Cashier/Counterperson, and Customer Service Agent. Advanced sales and customer service skills learned in this program may also be suitable for more sophisticated sales and service environments, such as the insurance, real estate or financial services business.

Features

Unit One: Welcome and Overview

This unit welcomes students to the program and orients them toward the modern sales and customer service workplace. An introductory lesson addresses frequently asked questions about the program and gives an overview of the program of study. The second lesson introduces the basics of entry-level employment in the sales and customer service sector. The overall objective of the unit is to make students aware of the objectives of the program and the learning methods employed. The program further strives to motivate them to stick with the training and prepare their own program of study.

Unit Two: Sales and Service Basics

This unit begins with the personal skills students will need to succeed as entry-level professionals in the sales and service environment, including team communication, attitude, appearance, time management, and workplace etiquette. Successful self-management includes an emphasis on personal organization, positive assertiveness, and proper workplace demeanor. Students then take the personal skills they’ve learned and apply them to communicating with co-workers and customers. There is emphasis on effective listening, non-verbal communication, and effective use of the telephone in sales communications and administering services. The importance of product knowledge is emphasized, as well as an awareness of techniques for closing a sale.

Unit Three: Technical & Business Skills

This unit orients students to the technical side of the office, ranging anywhere from basic office equipment to software and methods used in telesales and telemarketing. Stocking shelves, insuring workplace safety, and loss prevention are emphasized. Students will be introduced to entry-level competencies in basic computer literacy and basic business math.

Unit Four: Advanced Sales & Service

In this unit students learn how to go beyond basic service to achieve total customer satisfaction and to insure that customers come back. They learn techniques for calming upset customers and for going the extra mile to insure customer loyalty. There is an emphasis on prospecting and lead generation in sales, as well as the effective use of follow-ups in both sales and service environments.

Unit Five: Career Preparation

This unit focuses on identifying suitable jobs in the sales and service field and preparing students to apply for those jobs successfully. Emphasis is put on creating a professional appearance, writing an effective résumé, acquiring and using references, and approaching the job search process positively and without anxiety. Students will be encouraged to continue a “lifelong learning” attitude as they complete their Personal Learning Plans, enter the profession, and learn skills for career advancement after they are hired.

This series of Profesiones sin Barreras™ does not include DVD’s.