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Catalog Course Search Details

 Course Title:   Customer Service & Sales

 Title Abbreviation:   CUST SERV/SALES

 Department:    BMT

 Course #:    141

 Credits:    5

 Variable:     No

 IUs:    5

 CIP:    521401

 EPC:    245

 REV:    2014


 Course Description  

Develop communication and problem-solving skills necessary to provide outstanding customer service. Learn the elements of successful customer relations within an organization. Build long-term relationships with customers through sales process including prospecting, creating product solutions, approaching the customer, creating & delivering the sales presentation, negotiating buyer concerns, closing the sale, and providing customer service and support after the sale.

 Prerequisite  

None

Additional Course Details

Contact Hours (based on 11 week quarter)

Lecture: 55

Lab: 0

Other: 0

Systems: 0

Clinical: 0


Intent: Distribution Requirement(s) Status:  

Vocational Preparatory Required for ATA degree  

Equivalencies At Other Institutions

Other Institution Equivalencies Table
Institution Course # Remarks
N/A

Learning Outcomes

After completing this course, the student will be able to:

  1. Identify why people buy.
  2. Define prospecting for customers and building relationships.
  3. Define positive telephone skills in handling customers.
  4. Demonstrate ability to question and probe for information from customers.
  5. Demonstrate the ability to use active listening skills.
  6. Demonstrate effective intercultural communication.
  7. Match product features to customer needs.
  8. Demonstrate effective presentation skills.
  9. Demonstrate negotiating and closing the sale, and providing service after the sale.
  10. Demonstrate the ability to identify and handle various types of internal and external customers effectively.
  11. Demonstrate ability to resolve customer dissatisfaction.
  12. Demonstrate crisis resolution and problem solving skills.
  13. Define ethical sales procedures.
  14. Demonstrate critical thinking and analytic skills through research and role play.
  15. Operate a computer to manage the sales process and as a presentation tool.
  16. Define customer service.
  17. Define effective communication with customers.
  18. Measure customer satisfaction.
  19. Anticipate customers’ unspoken needs.

General Education Learning Values & Outcomes

Revised August 2008 and affects outlines for 2008 year 1 and later.

2. Critical Thinking

Definition: The ability to think critically about the nature of knowledge within a discipline and about the ways in which that knowledge is constructed and validated and to be sensitive to the ways these processes often vary among disciplines.

Outcomes: Students will be able to . . .
2.1 Identify and express concepts, terms, and facts related to a specific discipline.
2.4 Evaluate decisions by analyzing outcomes and the impact of actions.

3. Communication

Definition: Understanding and producing effective written, spoken, visual, and non-verbal communication.

Outcomes: Students will be able to . . .
3.6 Recognize, comprehend, and use visual communication appropriate to a given context.
3.7 Adapt communication to diverse audiences and media.

10. Technology

Definition: Understanding the role of technology in society and using technology appropriately and effectively.

Outcomes: Students will be able to . . .
10.3 Use technology appropriate to the context and task to effectively retrieve and manage information, solve problems, and facilitate communication.

Course Contents

  1. Personal selling and the marketing concept.
  2. Personal selling opportunities.
  3. Creating value with consultative/relationship selling.
  4. Ethics in selling.
  5. Developing product expertise and creating product solutions.
  6. Buyer behavior.
  7. Prospecting.
  8. Approaching the customer by telephone , social or business contact.
  9. Creating a sales presentation.
  10. Using effective demonstration tools.
  11. Negotiating buyer concerns.
  12. Closing the sale.
  13. Servicing the sale.
  14. Understanding customer service.
  15. Communications in customer service.
  16. Coping with challenging customers.
  17. Customer retention and measurement of customer satisfaction.