RHT 1041 - Customer Service & Sales
Clock Hours: 105
Prerequisites: RHT1030
Industry Certifications National Retail Federation (NRF) Customer Service and Sales Certification
Course Description:
The Customer Service and Sales course is designed to help students learn skills related to frontline work in retail or any industry that values customer service and sales skills. Individuals taking the course will learn about assessing and meeting customer needs, the basics of store operations and inventory control, the process of merchandising, the importance of common employability skills.
Student Learning Outcomes:
Course Competencies:
A. Learn About Products and Services
1. Seek out and participate in training opportunities to support products, services and to further develop customer service skills.
2. Remain current regarding products, services, and industry standards.
3. Test or sample products and services to build recommendations for customers.
4. Research and review relevant data on competitors’ products and/or services.
5. Arrange service recovery and handle service failures.
B. Assess and Meet Customer Needs
1. Greet and engage the customer in a personal and professional manner.
2. Assess the customer’s needs while determining the customer’s knowledge of products or services to promote customer loyalty.
3. Listen attentively and respond effectively to customers’ comments and questions.
4. Identify the customer’s budget through active listening.
5. Use customer feedback to improve customer satisfaction.
C. Educate Customers
1. Explain levels of product or service value to customers in a way that is relevant to their needs.
2. Recommend comprehensive solutions, products, services, and related items based on customer needs.
3. Educate customer about service policies and related resources (e.g., returns, warranties, guarantees, service plans, support plans, instruction).
4. Know when to ask for help, support, and advice
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