Customer service and sales in business
Unit summary
The purpose of this unit is to introduce learners to personal selling in business and the importance of customers and customer satisfaction to business. Learners will develop their understanding of personal selling techniques and the features of effective customer service. The unit also explores the communication styles underpinning successful selling and develops learners' customer-handling skills when dealing with routine customer queiries.
Unit details
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15 Business, Administration and Law
Task-based controlled assessment
| Learning Outcome |
Assessment Criteria |
| 1 Understand the importance of effective customer service to business. |
a. Summarise the importance of sales and customer satisfaction to business.
b. Explain how effective selling and customer service affects business. |
| 2 Be able to demonstrate customer service skills. |
a. Use customer service procedures effectively for business needs.
b. Use appropriate tone, words and body language when dealing with customers |
| 3 Be able to use personal selling techniques. |
a. Demonstrate effective personal selling techniques.
b. Use basic communication styles, relevant to different audiences, effectively during personal sales. |