Selling in Store, Customer relationship and service
This course provides a thorough understanding of Selling, Customer Relationship Management (CRM), Customer Service, and Complaint Handling to enhance students' capabilities in sales and customer interactions.
Selling covers the essentials of sales, including types, the Sales Process, and key Selling Skills. Students will learn techniques such as Up Selling and Cross Selling, and understand various Selling Styles. The course also addresses Point of Sale (POS) systems, the roles of Sales Managers and Sales Executives, and strategies for engaging customers and embodying successful salesperson qualities.
Customer Relationship Management (CRM) introduces the concept, objectives, and key elements of CRM. Students will explore the Importance and Scope of CRM, how to implement CRM systems, and the benefits. The course also addresses reasons for customer complaints and grievances and strategies for effective Complaint Management.
Customer Service focuses on the characteristics, challenges, and communication aspects of customer service. It includes Leadership roles, factors influencing customer experience, the impact of technology, and maintaining high service standards.
Complaint Handling teaches how to manage customer complaints and grievances effectively, including practical activities to address and resolve issues.
Students will develop essential skills for effective sales, customer relationship management, service excellence, and complaint resolution.
1. Selling
1.1 What is selling? Type of sales, Sales Process, Selling skills,
1.2 Up sale, Cross sale, Selling Style
1.3 Point of Sale (POS), Sales Manager, Sales Executive Duties, How to engage a customer, Qualities of a sales person
2. Customer Relationship Management
2.1 Introduction, what is CRM, Objectives of CRM, Ingredients of CRM
2.2 Importance of CRM, Scope of CRM, Implementation of CRM, Reasons for CRM system
2.3 Features of CRM, Types of CRM, Benefits of CRM, Reasons for Customer Complaint, Handling difficult Customer, Reasons for Customer Grievance, Complaint Management
3. Customer Service
3.1 What is Customer service? Characteristics Of Customer Service, Classification Of Customer Service, Challenge in Customer Service, Communication in Customer Service
3.2 Leadership in customer service, Factors influencing customer shopping experience, Technology in Customer Service, Organizational Procedure and System, Maintaining Service Delivery
4. Compliant Handling
4.1 Reasons for Customer Complaint, Handling difficult Customer, Reasons for Customer Grievance, Complaint Management
4.2 Sales Executive Activity