Jun 16, 2024  
2023-2024 WWCC College Catalog 
    
2023-2024 WWCC College Catalog

AGBS 210 - Sales and Customer Service


Credits: 5
LEC hours per week: 5
Examines concepts of Customer Relations Management (CRM) and customer servicing skills. Topics covered include understanding customer service levels, designing appropriate service delivery methods, evaluating customer satisfaction, creating effective customer experiences, identifying cultural differences, and understanding eCommerce transactional technologies. Emphasizes the importance of trust in customer relationships when partnering to create value, including privacy policies and use of personal data. Student may not earn credit for both BUS 102  and AGBS 210. Formerly: AGRI 210.
Course Outcomes:
  • Identify characteristics of successful salespeople and describe job requirements.
  • Discuss ethical influences on the behavior of a salesperson and 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 in the classroom setting which includes appropriate techniques for opening, presenting product, handling objections and closing.
Course Topics:
  1. Characteristics of a salesperson and their career
  2. Development of personal selling philosophy
  3. Ethics and Customer Relation Management (CRM)
  4. Psychological 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