Study Guide

Objectives

After completing the course, the student
• knows the principles and development areas of good customer service and knows how to implement them in practice
• strengthens his interaction skills from the point of view of building trust, persuasive presentation and argumentation skills
• manages the sales process in the automotive service sales
• understand the importance of sales work in creating and maintaining customer relationships
• knows how to turn a customer into a referrer and knows how to manage new customer acquisition.

Content

The course deals with customer service and sales work in the operating environment of the vehicle industry.

Assessment criteria, satisfactory (1-2)

Can recognize the principles of customer service and sales work. Works in a group. Recognizes his communication skills. Identifies important operating methods for one's field.

Assessment criteria, good (3-4)

Knows how interaction can influence customer service. Understands the importance of sales work in creating and maintaining customer relationships. Can cooperate responsibly and is ready to develop his interaction skills.

Assessment criteria, excellent (5)

Broadly understands the importance of customer service and sales work in terms of the company's operations. Able to analyze different customer needs. Knows how different sales methods can influence customer acquisition. The student is highly motivated, takes committed responsibility for his own and the group's performance and reporting.