Study Guide

Objectives (course unit)

Students understand what is customer service and sales work in the automobile industry.

Students know the principles of good customer service and their development and can enact those in practice. They strengthen their interaction skill especially regarding trust, convincing presentation and argumentation.

Students can work in spare part and service sales.

Students understand the importance of sales in specialized customer service and can exceed the customers' expectations, handle complaints successfully and utilize the customers' buying process (extra purchases, concentration of purchases, etc.). Students know how make customers into partners and can get new customers.

Content (course unit)

Goals are:

- Sales skills in specialized customer service
- Personal interaction skills in sales and customer service
- Customer-ship
- Service sales tools and process

Assessment criteria, satisfactory (1-2) (course unit)

Can work in different kind of customer service situations. Knows basics of sale. Works in a group. Recognizes own co-operation skills. Recognizes automotive engineering working methods.

Assessment criteria, good (3-4) (course unit)

Can separate different customer service situations and act properly. Knows sales prosess and can act the right way. Can work responsible in group and is ready to improve co-operational skills.

Assessment criteria, excellent (5) (course unit)

Understands different kind of customers and can act in all customer service situations. Have good skills for sales in professional surroundings. Can co-operate responsible, flexible and constructively. Develop both own and group co-operation.

Assessment criteria, pass/fail (course unit)

Student has not be able to do exercises or examinations acceptably.

Assessment scale

0-5

Learning materials

Accenture. 2021. Automotive customer experience reboot. Pivoting toward the automotive industry’s future success. [Research report]. https://www.accenture.com/fi-en/insights/automotive/reinventing-the-automotive-customer-experience,

Asiakaspalvelun järjestäminen – Kilpailu- ja kuluttajavirasto (kkv.fi),

Conlow, R., Watsabaugh, D. 2009. SuperSTAR Customer Service : It's All About C.A.R.E. Saatavilla verkossa,

Hänti, S., Kairisto-Mertanen, L., Kock, H. 2016. Oivaltava myyntityö. Soveltuvin osin.

Iwuzor, J. 2023. What Is Customer Service? Definition & Best Practices. Forbes Advisor. [artikkeli]. https://www.forbes.com/advisor/business/what-is-customer-service-definition-best-practices/,

Kunnas, P. 2015. Tunnista vuorovaikutustyylit. Myynnin ja markkinoinnin ammattilaiset. [artikkeli]. https://mma.fi/ajankohtaista/artikkelit/tunnista-vuorovaikutustyylit/,

Pääkkönen, L. 2017. Social selling : henkilöbrändi, verkostot ja sosiaalinen media B2B-myynnissä. Saatavilla verkossa.

Objectives (course unit)

Students understand what is customer service and sales work in the automobile industry.

Students know the principles of good customer service and their development and can enact those in practice. They strengthen their interaction skill especially regarding trust, convincing presentation and argumentation.

Students can work in spare part and service sales.

Students understand the importance of sales in specialized customer service and can exceed the customers' expectations, handle complaints successfully and utilize the customers' buying process (extra purchases, concentration of purchases, etc.). Students know how make customers into partners and can get new customers.

Content (course unit)

Goals are:

- Sales skills in specialized customer service
- Personal interaction skills in sales and customer service
- Customer-ship
- Service sales tools and process

Assessment criteria, satisfactory (1-2) (course unit)

Can work in different kind of customer service situations. Knows basics of sale. Works in a group. Recognizes own co-operation skills. Recognizes automotive engineering working methods.

Assessment criteria, good (3-4) (course unit)

Can separate different customer service situations and act properly. Knows sales prosess and can act the right way. Can work responsible in group and is ready to improve co-operational skills.

Assessment criteria, excellent (5) (course unit)

Understands different kind of customers and can act in all customer service situations. Have good skills for sales in professional surroundings. Can co-operate responsible, flexible and constructively. Develop both own and group co-operation.

Assessment criteria, pass/fail (course unit)

Student has not be able to do exercises or examinations acceptably.

Assessment scale

0-5