Customer Service and Sales Training
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Customer Service and Sales Training Tuesday, Wednesday & Thursday February 7 – May 24 12:45- 2:45 p.m . (90 Hours) Cathy Quam - Instructor PowerPoint PPT Presentation


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Customer Service and Sales Training Tuesday, Wednesday & Thursday February 7 – May 24 12:45- 2:45 p.m . (90 Hours) Cathy Quam - Instructor. Goals Of This Course. Prepare participants for the sales and service industry Concentration in retail sales

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Customer Service and Sales Training Tuesday, Wednesday & Thursday February 7 – May 24 12:45- 2:45 p.m . (90 Hours) Cathy Quam - Instructor

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Customer service and sales training tuesday wednesday thursday february 7 may 24 12 45 2 45 p m 90 hours cathy quam instructor

Customer Service and Sales Training

Tuesday, Wednesday & Thursday

February 7 – May 24

12:45- 2:45 p.m.

(90 Hours)

Cathy Quam - Instructor


Goals of this course

Goals Of This Course

Prepare participants for the sales and service industry

Concentration in retail sales

Complete a professional workforce portfolio


Objectives of this course

Objectives Of This Course

Handle entry level retail or sales position

Communicate effectively, using strategies for listening, speaking and observing critically

Use interpersonal skills to guide others and work cooperatively


Objectives of this course cont

Objectives Of This Course - Cont.

Apply customer service skills at home and in the community, as well as at work

Reflect, evaluate and assess your abilities and adjust strategies as necessary to become more effective at what you do


Benefits of completing this course

Benefits of Completing This Course

  • Retail Sales Certificate

    - To help get a job or transfer from one job

    to another

  • The Portfolio

    - Documentation that shows evidence of

    skills and knowledge to be used in an

    interview

  • National Certification in Sales and Service

    - To prepare students to successfully pass the

    test that is recognized from state to state


How to get started

How to Get Started

Instructor must complete the NRF Foundation Sales and Service Learning – Train the Trainer

Instructor follows a prescribed curriculum laid out by the NRF Foundation

Originally developed as a welfare to work program it was decided to combine the Equipped for the Future (EFF) standards with the National Retail Standards which lead to the development of the EFF/Retail sales course


Philosophy of the course

Philosophy of the Course

Specific retail skills are taught based on the belief that participants need to be taught how to learn and reflect on their learning and then transfer what they have learned from one situation to the next.

The EFF skills are based on the belief that participants need to learn how to learn from past experience – whether positive or negative.


The intent of the course

The Intent of the Course

To help participants progress from learning about themselves to learning how to relate to their classmates as their internal customers

To then transfer these skills to relate to actual customers


The equipped for the future skills wheel the 16 eff content standards

The Equipped For The Future Skills WheelThe 16 EFF Content Standards


Who is eligible to take this course

Who is Eligible to Take this Course

Do not need a high school diploma

Must be 16 years of age

Need a minimum of a 6th grade reading level

(I would recommend an 8th or 9th grade level)


Assessing student s needs

Assessing Student’s Needs

Students are assessed by using the Test of Adult Basic Education (TABE) - Reading Test

Learning styles inventory – Visual, Auditory, Kinesthetic

http://www.howtolearn.com/learning%20styles-quiz

http://www.edutopia.org/multiple-intelligences- learning-styles-quiz


Assessing student s needs cont

Assessing Student's Needs – Cont.

http://www.aultmancollege.edu/Files/Understanding-Learning-Styles.pdf

Personality Inventory – Introvert or Extrovert

http://www.personalitytype.com/career_quiz/

Sixteen Personality Types

http://www.personalitypage.com/high-level.html


Key elements

Key Elements

  • EFF Framework

  • Speak so Others Can Understand

  • Listen Actively

  • Observe Critically

  • Guide Others

  • Cooperate with others

  • Reflect and Evaluate

  • Sales and Service Standards

  • Customer Service

  • Sales

  • Inventory


Interactive curriculum

Interactive Curriculum

  • Thought for the Day

  • Students set Ground Rules

  • Setting SMART Goals

  • Action Plan to Manage Barriers

  • Examine Roles as Worker,

    Parent/Family, Community

    Member

  • Mystery Shopper

  • Store Scenario

    - mental math exercises

    - counting back change

    - figuring percents off

    running cash register

  • Good/Bad Customer Service

  • http://www.youtube.com/watch?v=jZkdcYlOn5M

  • http://www.youtube.com/watch?v=FRJW6qZZ3uQ


Portfolio

Portfolio

  • Workforce

  • Initial Goal Plan – Worker-Community-Family

  • Resume

  • Reference List

  • Workbook Assessments

  • Store Scenario Forms

  • Follow-up Goal Plan

  • Certificate of Completion

  • Items for Use on the Job

  • Formal and Informal Greetings

  • List of open-ended questions

  • Reflections on Thought for the Day

  • Hints for dealing with difficult situations

  • Hints for handling two customers at a time

  • Tips to handle angry customers


National professional certification in customer service

National Professional Certification in Customer Service

Assessment consisting of 75 questions – 90 minutes

(accommodations are available - must be applied for 30 days prior to test date)

Covers Four different work functions

Given on computer at an approved testing site

(Rochester)

Testing fee is $75.00

Sample test questions website:

https://www.castleworldwide.com/castleweb/candidates/sample-tests/nrf-customer-service.aspx


Demographics of the class

Demographics of the Class

  • Two American men

  • Five women representing the following countries:

    • Ethiopia

    • Haiti

    • Mexico

    • Somalia

    • The Philippines

    • (Age range from the 20’s – 50’s)


Student feedback

Student Feedback

Positive experience

Learned many things they could use not only in the workplace, but also in their everyday lives

Liked the time and length of the course

Two American men passed the NRF Certification Test

ESL women passed two of the four sections of the test (they had double the time to take the test)

Lina’s story


Teacher observations

Teacher Observations

Literacy level of 6th Grade is high enough to handle the course work

Literacy level needs to be higher then 6th grade to pass the test

There is now an ESL version of this course


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