RHT 1051 - Advanced Customer Service and Sales
Clock Hours: 105
Prerequisites: RHT1040
Industry Certifications National Retail Federation (NRF) Advanced Customer Service & Sales Certification
Course Description:
The Advanced Customer Service and Sales credential is designed to help students expand their skills in retail and other sales and service-focused industries. Individuals taking this course will learn to prepare for selling, gain customer commitment and close a sale as well as develop and implement plans for selling and follow-up.
Student Learning Outcomes:
Course Competencies:
A. Prepare for Selling
1. Become knowledgeable of sales goals, their implications, and how they are based on current and past performance.
2. Support development and execution of a strategy for selling products and/or services.
3. Understand the need to serve as an expert regarding relevant company and industry pricing strategies, company policy, regulatory compliance, product knowledge, and company services.
4. Identify needs and characteristics of customers within a target market and customize a sales approach.
B. Gain Customer Commitment and Close Sale
1. Listen and/or observe customer for verbal or non-verbal cues indicating purchase intent.
2. Identify and suggest additional products and services to a customer that complement the sale.
3. Discuss specifics of a sale (e.g., delivery and/or installation date, financing, warranties, and product protection plan).
4. Confirm sale information with a customer.
5. Complete sales transaction with a customer.
C. Develop and Implement a Sales Follow-Up Plan
1. Follow up with customers regarding suggestions for future purchases.
2. Suggest alternative products/services in lieu of return.
3. Evaluate the effectiveness of sales and marketing strategies and takes appropriate action.
4. Evaluate the effectiveness of merchandising plans and takes appropriate action.
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