Is this course for me ?
The Certificate in Sales and Customer Service provides those already working in a sales role
across sales sectors with greater insight into the selling profession with an additional focus
on customer service, and, will provide those looking to move into a sales role with an
understanding of the selling process and the importance of customer care.
A particular emphasis will be placed on technology sales which presents a unique set of
challenges. The course will provide participants with an overview of the selling process and
assist them in developing and applying appropriate sales techniques. The sales module will
address core competencies such as communication, confidence, drive & dynamism, structure &
logic, and the ability to influence and persuade. The programme will also develop
participant understanding and awareness of the importance of good customer care and will
provide them with a range of verbal and non-verbal skills in order to meet customer needs,
handle customer complaints and deliver good customer care. On successful completion of the
programme learners will be able to identify the needs, expectations and perceptions of both
internal and external customer groups and evaluate customer satisfaction measurement tools.
Customer experience management is a key element of the course. It focuses on creating
differentiated experiences at whatever touch points the customer chooses to interact with
the company. This enables the company to adjust their service delivery capabilities with
behavioural shifts in the target market. Customer journey mapping and customer touch points
are key areas that are addressed under customer experience management and will form an
integral part of the programme. The programme concludes with participants completing an Applied Project.
||Enhanced Cutomer Care
||Applied Learning - Work Based Learning
Follow On Courses
Follow up programmes elsewhere include:
- Bachelor of Business (Common Entry)
- Higher Certificate in Business (Administration, IT & Customer Service)