Competence - The learner will:

a) Ensure the application of good customer relationship management strategies and techniques learnt.
b) Collaborate with colleagues to ensure positive stress management
c) Create and maintain professionalism throughout interactions with customers.
d) Produce and carry out effective sales strategies appropriate to the customer’s needs.
e) Deal with after-sales customer care, applying a positive and professional approach to customer complaints and requests.

Knowledge - The learner will:

a) Define and recall the 5 different stages of the customer lifecycle: - Awareness - Consideration - Purchase - Retention - Advocacy
b) Describe the importance of client relationship management (CRM) to an organisation.
c) Define the main 4 different communication styles as well as identify and describe one’s own (learner’s own) communication style.
d) Describe 5 stress management techniques; Identify and apply at least 2 such technique that are appropriate and beneficial to the individual learner in the context of maintaining positive customer relationships.
e) Define and describe the components that make-up a professional approach with customers.
f) Define and recall 5 successful sales techniques.
g) Identify appropriate sales techniques to match different customer profiles.
h) Identify and describe approaches and strategies related to handling of complaints as part of after-sales care with customers.

Skill - The Learner will:

a) Apply their knowledge of the customer life-cycle in different contexts.
b) Demonstrate appropriate identification of individualised customer needs.
c) Apply the appropriate communication approach required as per customer needs.
d) Implement positive stress management techniques.
e) Demonstrate professionalism and assertiveness across various scenarios.
f) Apply effective and persuasive sales techniques.
g) Practice of sales techniques across different customer profiles.
h) Apply effective after-sales care methods appropriate to the customer’s needs.