The TVET Level 3 program in Customer Sales and Service Management is designed to equip individuals with the knowledge and skills required to excel in managerial roles related to customer sales and service across various industries. This program focuses on understanding customer behavior, effective sales and service strategies, and leadership in delivering exceptional customer experiences.
Learning Outcomes:
Upon successful completion of this program, students can expect to achieve the following learning outcomes:
- Customer Relationship Management (CRM): Develop expertise in building and maintaining strong customer relationships.
- Effective Sales Techniques: Learn advanced sales techniques, including consultative selling, relationship building, and negotiation.
- Service Excellence: Understand the principles of delivering exceptional customer service and managing service teams.
- Leadership in Customer Sales and Service: Develop leadership skills for managing sales and service departments or teams.
- Customer Behavior Analysis: Gain insights into consumer behavior and preferences to tailor services and sales strategies.
- Data-Driven Decision-Making: Utilize data and analytics for informed sales and service decisions.
- Conflict Resolution: Learn to resolve customer complaints and conflicts effectively.
Curriculum Outline:
The curriculum is structured to provide comprehensive knowledge and skills in customer sales and service management:
- Module 1: Customer Relationship Management (CRM)
- Building and Managing Customer Relationships
- CRM Software and Tools
- Module 2: Effective Sales Techniques
- Advanced Sales Strategies
- Negotiation Skills
- Module 3: Service Excellence
- Principles of Exceptional Customer Service
- Service Team Management
- Module 4: Leadership in Customer Sales and Service
- Leadership Skills for Sales and Service Managers
- Team Motivation and Development
- Module 5: Customer Behavior Analysis
- Understanding Consumer Behavior
- Customer Preference Analysis
- Module 6: Data-Driven Decision-Making
- Utilizing Data Analytics for Sales and Service
- Performance Metrics and KPIs
- Module 7: Conflict Resolution
- Handling Customer Complaints and Conflicts
- Conflict Resolution Techniques
Job Scope:
The TVET Level 3 program graduates in Customer Sales and Service Management are prepared for various managerial and leadership roles in customer-centric industries. Potential job roles and career opportunities include:
- Customer Sales and Service Manager
- Sales Team Leader
- Service Department Manager
- Client Relationship Manager
- Retail Store Manager
- Call Center Manager
- Account Manager
- Sales and Service Consultant
These roles involve overseeing customer sales and service operations, managing teams, optimizing customer experiences, and achieving sales targets. Graduates are pivotal in building and maintaining strong customer relationships, ensuring service excellence, and driving revenue growth through effective sales and service strategies.