Course

Course Summary
Credit Type:
Course
ACE ID:
YRUP-0031
Organization's ID:
BUS 207
Organization:
Year Up
Location:
Classroom-based
Length:
3 weeks (16 hours)
Dates Offered:
Credit Recommendation & Competencies
Level Credits (SH) Subject
Lower-Division Baccalaureate 1 sales
Description

Objective:

The course objective is to engage in a set of hands-on activities, where students will gain a basic understanding of common characteristics and usages of customer relationship management (CRM) systems and their role in the life of sales, customer/tech support and business teams, practice basic tasks done with CRM systems, including entering new data, locating stored data, and navigating basic reports, and practice applying their learning of CRM systems to a commonly used, industry-recognized platform.

Learning Outcomes:

  • articulate the purpose of CRM systems, common characteristics and features of CRM systems, and how they are used in an organization
  • Upon completion of the course, the student will be able to describe how sales technologies, such as CRM software, are used in sales roles
  • Collect and document customer data through the sales process
  • Navigate CRM systems like Salesforce and describe how they relate to the sales process
  • And apply sales skills learned through Fundamental of Sales course to role plays incorporating the use of CRM systems
  • Multi-task effectively by incorporating CRM usage into everyday sales activities
  • utilize basic features of a common CRM system, to input and change customer information, build and export reports, take notes of customer interactions, and move a customer record through a complete engagement cycle
  • interpret basic business tasks that require CRM systems and articulate common queries utilized to execute them.
  • Develop core competencies in CRM software, such as Salesforce, for example accurately entering customer data, building reports, taking customer notes, and moving customers through the sales process stages within a CRM system
  • Navigate company resources to research and identify customer solutions

General Topics:

  • Navigating CRM systems and introduction to Salesforce
Instruction & Assessment

Instructional Strategies:

  • Audio Visual Materials
  • Case Studies
  • Classroom Exercise
  • Computer Based Training
  • Discussion
  • Laboratory
  • Learner Presentations
  • Lectures
  • Practical Exercises

Methods of Assessment:

  • Case Studies
  • Examinations
  • Performance Rubrics (Checklists)
  • Presentations
  • Quizzes
  • Written Papers

Minimum Passing Score:

70%
Supplemental Materials