Study Guide

Objectives (course unit)

The student knows the principles of good customer service and areas for development and is able to implement these in practice. She reinforces her interaction skills, especially in terms of confidence building, persuasive presentation, and argumentation skills. He knows how to find out the customer's needs.

The student is familiar with effective sales tools and techniques. He/she manages the stages of sales from first contact to sales closing and aftercare.

The student is able to identify and group customers and develop customer relationships. He/she understands the importance of customer service in sales work and is able to act to exceed customer expectations, to handle complaints successfully and to take advantage of the customer's purchasing process (additional sales, centralization, etc.). He/she knows how to get a referrer and a partner from a customer and knows how to handle new customer acquisition.

Content (course unit)

Good customer service and its development. Personal interaction skills in sales work and customer service. Customer service as a whole. Sales tools and steps in practice

Assessment scale

0-5