Course

Course Summary
Credit Type:
Course
ACE ID:
YRUP-0030
Organization's ID:
BUS 206
Organization:
Year Up
Location:
Classroom-based
Length:
7 weeks (37 hours)
Dates Offered:
Credit Recommendation & Competencies
Level Credits (SH) Subject
Lower-Division Baccalaureate 2 Interpersonal Communications
Description

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

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