Customer Service - Sales
4.0 (8 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
34 students enrolled

Customer Service - Sales

An introductory course about understanding sales in customer service and the stages of a sale.
4.0 (8 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
34 students enrolled
Last updated 3/2015
English
English [Auto-generated]
Current price: $27.99 Original price: $39.99 Discount: 30% off
5 hours left at this price!
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This course includes
  • 21 mins on-demand video
  • 1 min on-demand audio
  • 9 downloadable resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • Learn how selling is easy
  • Understand the stages of selling
  • Learn the golden rules in selling
Requirements
  • Basic understanding of the business industry
  • Knowledge of the English language
  • Completed the Custer Service Foundation course
Description

       Customer Service professionals need to know a whole lot more about the various ways of delivering services to the customers. It is no longer sufficient just to know the basics. 

       There have been so many changes in customer expectations and with service delivery, which is why we have created a completely new series of qualifications and certifications. The Customer Service Certification Pathway has been created to support students in their aim to gain relevant qualifications that practically apply to the ever-changing world of customer services. 

       The Customer Certification Pathway has three main parts: The Customer Service Foundation Program, Customer Service Intermediate Program, and the Customer Service Expert Program. 

       First part is the The Customer Service Foundation Program which focuses on the fundamentals, general knowledge, terminology and basic concepts used in Customer Service. You must complete this level as a pre-requisite for sitting the Customer Service Intermediate Exam. 

       Next on the Certification Pathway is the Customer Service Intermediate Program which is made up of 8 courses. All Intermediate topics include (in no particular order): 

       ·Communication Strategies 

       ·Contact Centers 

       ·Making Decision and Assertiveness 

       ·Delivering presentations and Public Speaking 

       ·Conflict Resolution 

       ·Customer Relationship Management 

       ·Sales 

       ·Retail 

       From the eight Customer service Intermediate programs that are available, you will select a minimum of five programs in order to be eligible to sit the Intermediate Exam and progress to the Expert program, each Intermediate program will earn you 3 points toward your Customer Service Expert Certificate (minimum 17 points entry requirement). There is an examined component at this level. The exam consists of 50 multiple choice questions, related to the subjects you have chosen. 

       The next and final level is Customer Service Expert program. This is specifically aimed at Customer Service Supervisors and Managers who wish to consolidate their knowledge and experience and achieve formal recognition of their skills. 

  Please note: No individual exam is available for this course. The Intermediate exam is available which covers this topic however we recommend completing courses from the above list to better prepare for the exam.   

Who this course is for:
  • Anyone looking to gain an understanding of Sales for Customer Service and its practical application in the business environment.
Course content
Expand all 22 lectures 36:46
+ Selling is Easy
4 lectures 08:36

This lecture will explain why sales is about making profit and thinking like a customer.

Preview 03:17

This lecture will identify the stages of a sale namely the approach and customers' needs.

Preview 02:32

This lecture will identify the stages of a sale namely the presentation, answering questions, and overcoming objections.

Preview 01:15

This lecture will identify the stages of a sale namely the closing and no objections or worries. The time problem will also be discussed in this lecture.

Preview 01:32
+ Features and Benefits
3 lectures 04:05

This lecture will discuss the features relating to a product being sold.

Features, The Reason for Features and How do you Find Features?
01:30

This lecture will identify some benefits of adding features to a product being sold.

Benefits and More Benefits Examples
01:31

This lecture will identify more benefits of adding features to a product being sold.

General and Specific Benefits
01:04
+ 10 Golden Rules
4 lectures 05:34

This lecture will discuss the golden rules in sales namely committing to quality service and knowing your products.

What are the Rules?, Commit to Quality Service and Know your Products
01:38

This lecture will discuss the golden rules in sales namely knowing your customers, treating people with respect, and never arguing with customers.

Know your Customers, Treat People with Respect and Never Argue with Customers
01:19

This lecture will discuss the golden rules in sales namely not leaving customers, providing what you promised, and assuming customers are honest.

Not Leaving Customers, Provide what you Promise and Assume Customers are Honest
01:22

This lecture will discuss the golden rules in sales namely focusing on marketing customers and making the product easy to buy.

Focus on Making Customers and Make it Easy to Buy
01:15
+ Exercises
3 lectures 00:00
Exercise 1
3 pages
Exercise 2
1 page
Exercise 3
2 pages
+ Course Resources
3 lectures 00:00
Exercise 1 Answers
3 pages
Exercise 2 Answers
1 page
Exercise 3 Answers
2 pages
+ Certification
4 lectures 02:40
Exam and Evaluation Information
01:13

The Customer Service Intermediate Program is made up of 8 courses. For you to be eligable to sit in the official Certification exam, you need to complete 5 courses of the 8 courses to qualify to sit the Customer Service Intermediate exam and continue along the Customer Service Pathway.

All 8 Intermediate topics inlcude (in no particular order):

    ·Communication Strategies

    ·Contact Centers

    ·Making Decision and Assertiveness

    ·Delivering presentations and Public Speaking

    ·Conflict Resolution

    ·Customer Relationship Management

    ·Sales

    ·Retail

Once you've completed the 5 courses, email our exam department at exams@artofservice.com.au to purchase your exam voucher and sit your final exam. Access includes the complete Customer Service Intermediate Certification Book (which includes all 8 courses), a step-by-step procedure on how to take the final exam and how to obtain your exam certification.


You will receive a PDF certificate through your email upon passing the examination.

Final Exam
1 page

We are always in the process of improving our courses and procedures for a better learning experience for our students. Your input is very important to us.


Follow the step-by-step procedure on taking the evaluation and receiving your certificate of completion.

Evaluation Form
1 page

A final message from our CEO.

Conclusion - Final Lecture
01:27