REGISTRATION DATES: Now through April 7, 2019

CLASS DATES: April 8, 2019 - April 30, 2019

COSTS: Full tuition: $840, WCG Cost: $280, WCG + FANTIC Cost: $28

ADVANCED CUSTOMER SERVICE AND SALES

Total Hours of Instruction:  63

Exam: Exam Fee is included

Materials:  All materials necessary for this program are included

Course Description: 

The CVCC Workforce Solutions Advanced Customer Service and Sales Program is designed to expand skills in sales and service-focused industries. Students will learn skills for success in customer service to include how to prepare for selling, gain customer commitment, close a sale, and develop/implement plans for selling and follow-up. The course includes workforce and career readiness competencies as consistently defined by a cross section of employers in Virginia and across the nation.

 

Topics:

Industry Overview

  • Customer servcie profession
  • Service centered culture
  • Customer behavior
  • Distribution channels

Skills for Success

  • Verbal/nonverbal communication
  • Listening skills
  • Professional presentation

Understanding Customer Service

  • Customer satisfaction strategies
  • Product and service knowledge
  • Customer need assessment
  • Customer education

Building and Maintaining Relationships

  • Behavior that builds customer relationships
  • Service breakdown and service recovery
  • Customer service via digital technology
  • Cultural diversity
  • Ethical behavior

Business Operations

  • Inventory control basics
  • Merchandising
  • Loss prevention
  • Prodecures for workplace safety
  • Retail mathematical calculations

Selling and Service

  • Product features and benefits
  • Project demonstration
  • Overcoming objections
  • Closing the slale

Job Seeking Skills

  • After course strategies

 

Certifications:

Customer Service and Sales

Advanced Customer Service and Sales

Accrediting Agency:

National Retail Federation (NRF) Foundation

Course offerings, dates and times, and locations are subject to change without notice. For up-to-date information, please call the Workforce Solutions office. Financial Aid funds are limited, and availability of the reduced tuition costs are contingent upon the allocation and availability of state funds for the program. A student's best option for determining eligibility is to arrange an appointment with Workforce. For information on our cancellation and refund policies, visit our cancellation and refund policies page.