Award in Customer Care and Sales Techniques
This programme is designed to raise awareness on the methods in which positive customer relationships are kept and customer concerns dealt with. The learners will also be exposed to a number of sales techniques and after-sales strategies designed to upskill the learners and contribute to customers’ overall positive experience.Register for course
This accredited course is designed to raise awareness on the methods in which positive customer relationships are kept and customer concerns dealt with. The learners will also be exposed to a number of sales techniques and after-sales strategies designed to upskill the learners and contribute to customers’ overall positive experience.
The course will include both trainer-led assessments as well as self-assessments:
1, Supervised continuous activities designed to assess individual and group understanding and reflection (50%), such as:
– Oral Quizzes: Individual understanding and reflection
– Case studies: Group discussion and reflection
– Multiple choice quizzes
2. Individual role-plays on presented scenarios on key components of the module assigned by the tutor (50%); Duration: 30 minutes
Self- Assessment: Multiple choice quizzes
Reading Material and handouts assigned by the tutor
The Grading System shall consist of: Grade A – Distinction (85 – 100%) Grade B – Merit (75 – 84%) Grade C – Credit (65 – 74% ) Grade D – Pass (50 – 64%)
Part-Time - 10 hrs
What you'll learn
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.
Applicants should have a good understanding of spoken and written English as the course, as well as the core reading list and supplementary teaching materials, will be delivered in English.
Level EQF 2; Level MQF 2