apply the skills of customer care in a specific work environment

APPLY THE SKILLS OF CUSTOMER CARE IN A SPECIFIC WORK ENVIRONMENT

  • PURPOSE

  • COURSE CONTENT

  • DELIVERY

  • ACCREDITATION

This program aims to produce informed salespeople within the automotive industry. It will be useful for learners who sell retail and commercial motor vehicles, tyres, motorbikes and vehicle parts.

  • Unit 1: Establish rapport with a prospective customer

     

    • Company policies and procedures appropriate to the sales are described in the context of organisational prescripts for employee's manner and appearance. 
    • Interactions with customers are demonstrated according to company policies and procedures. 
    • Information is conveyed to a prospective customer with reference to a package that meets the needs of a specific customer. 
    • The customer's needs are identified according to company methodology, policies and procedures. 
    • Customer needs are clarified according to company policies and procedures. 

     

    Unit 2: Match and advise a prospective customer to a product or service

     

    • A prospective customer's needs are analysed in terms of products or services according to standard company policies and procedures. 
    • A presentation of matching products or services is compiled to provide feedback to a prospective customer. 
    • An explanation of associated costs is presented to a customer according to company policies and procedures. 
    • The sales interview is conducted according to company policy and procedures. 
    • Customer interest is maintained by demonstrating the ability to remain flexible and achieve the defined sales objective. 
    • Add-on products or services are demonstrated by presenting these in such a way as to increase the value of the sale. 

     

    Unit 3: Generate choices and options for a customer

     

    • An opportunity to fully investigate the available options is given to the customer. 
    • The features and benefits of a selected option are explained and or demonstrated in accordance with company policies and procedures. 
    • The customer's understanding of the option is enhanced by explaining the range of products or services. 
    • A comparison between products or services is made with reference to selected options of a specific brand to similar products of a competitor. ]
  • Unit 5: Manage client relationships to retain customers


    • Reasons why an organisation would actively attempt to retain customers are identified for a specific organisation. 
    • The concept of customer loyalty is explained with examples. 
    • Ways in which an organisation actively attempts to retain customers are analysed for three different organisations. 
    • The cost implications of customer management are explained with examples.
  • Duration: 5 Day
  • Delivery: Classroom/Online
  • SAQA ID: 259898
  • NQF Level: 4
  • Credits: 7
  • Certificate Validity: 2 Years