BUS 102 - Sales and Customer Service

• Identify characteristics of successful salespeople and describe job requirements.
• Discuss ethical influences on the behavior of a salesperson and the effect on a customer.
• Determine a selected product’s features, advantages and benefits and construct a SELL sequence using the FAB Model.
• Interpret cues from a potential customer to identify their stage in the buying process.
• List the various prospecting methods and approach techniques in the sales process.
• Explain types of prospect objections and describe how to handle them.
• Demonstrate techniques which may be used to close a sales presentation.
• Prepare and orally deliver a sales presentation to a prospect which includes appropriate techniques for opening, presenting product, handling objections, and closing.

1. Characteristics of a salesperson and their career
2. Development of a personal selling philosophy
3. Ethics and Customer Relation Management (CRM)
4. Psychological and personality influences on buying behavior
5. Evolution of Selling Models and the Marketing Concept
6. Employee empowerment and Customer Service
7. Creating value with a Relationship Strategy
8. Establishing service levels through the product life cycle
9. Verbal and non-verbal forms of communicating
10. Communication process, a key to Adaptive Selling
11. Types and sources of required sales knowledge
12. Prospecting and Qualifying potential customers
13. Planning the sales presentation and service strategy
14. Handling objections and the sales process
15. Closing techniques and negotiating buyer concerns
16. Servicing the sale and follow-up for customer retention
17. Managing the Sales Force and productivity
18. Assessing Customer Service satisfaction