Course Section 1 Content Section 1 Content Left Section 1 Content Right Credit Type: Course ACE ID: YRUP-0030 Version: 1 Organization's ID: BUS 206 Organization: Year Up, Inc. d/b/a Year Up United Location: Classroom-based Length: 7 weeks (37 hours) Minimum Passing Score: 70 ACE Credit Recommendation Period: 9/1/2016 - 4/30/2020 Credit Recommendation & Competencies Section 2 Content Section 2 Content Left Section 2 Content Right Level Credits (SH) Subject Lower-Division Baccalaureate 2 Interpersonal Communications Description Section 3 Content Section 3 Content Left Section 3 Content Right Objective: The course objective is to develop key habits for communicating effectively with customers. Learning Outcomes: Connect with customers effectively by analyzing personal behavior and motivations Develop and implement techniques to build rapport with customers and prospective customers with intent to recover service and deepen relationships Communicate effectively with customers over the phone by implementing active listening techniques with customers and practicing asking the right questions to understand customer needs and motivations Manage challenging customer issues and develop techniques for overcoming objections Identify and implement techniques for communicating, recovering, and selling to customers and prospective customers with different communications styles Communicate effectively with customers in a sales and support context, namely setting up meetings, confirming meetings, documenting service recovery issues, and sending thank-you messages at appropriate engagement points General Topics: Building self-awareness Building rapport Knowing your customer Customer communication techniques Dealing with dissatisfied customers and difficult sales scenarios Instruction & Assessment Section 4 Content Section 4 Content Left Section 4 Content Right 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 Supplemental Materials Section 5 Content Section 5 Content Left Section 5 Content Right Equivalencies Section 6 Content Section 6 Content Left Section 6 Content Right Button Content Rail Content 1 Other offerings from Year Up, Inc. d/b/a Year Up United View All Courses College Credit Opportunities Page Content