Study Guide

Objectives

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

Goals are:

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