Certificate of Professional Sales

Unit 1 – Implement customer service strategies

• Organisations customer service objective
• Customer needs and requirements
• Internal and external customers
• Target market – research
• Diagnosing service delivery problems
• Service delivery recommendations and improvements
• Consult stakeholders
• Develop service strategies
• Assessing customer service strategies
• New ideas and opportunities
• Communicating with customers
• Allocating budget resources
• Resolving customer difficulties and complaints
• Stakeholder satisfaction
• Verifiable information
• Collecting information for review process
• Using data and information
• Improvement reports
• Future directions (conclusions and recommendations)
• Monitor systems, records and reporting procedures

Unit 2 – Promote products and services

• Identify the need for promotion
• Promotional objectives
• Promotional activities
• Contingency strategies
• Roles and responsibilities
• Monitoring the progress of promotional activities
• Identifying and addressing issues
• Implementing contingencies strategies
• Effectiveness of planning processes
• Testing responses and methods
• Identifying improvements
• Collecting feedback
• Benefits of promotional activities
• Conclusions and recommendations
• Legislations
• Act and regulations
• Codes of practice
• By-laws
• Legislative requirements
• Consumer law
• Trade practices
• Privacy legislation
• Spam
• Action, promotion and marketing plans

Unit 3 – Deliver and monitor a service to customers

• Clarify customer needs
• Internal and external customers
• Bundling (value)
• What do customers want?
• What to ask customers to identify their needs
• Communications and interpersonal skills
• Evaluate customer needs
• Determine priorities for delivery
• Prioritisation for service delivery
• Loyalty
• Providing information
• Product knowledge and assistant
• Customer choices
• Product features and benefits
• Seeking assistance when required
• Legal and ethical requirements
• Difficult customers
• Training, recognition and rewards
• Building relationships
• What is good service?
• Manage customer complaints
• Resolving problems and complaints
• Recording complaints
• Responding to customers with specific needs
• Identifying opportunities
• Enhancing products and services
• Illegal and unethical practices
• Review customer satisfaction
• Review KPI’s
• Reviewing your competition
• Analyse results
• Respond to customer feedback
• Response mechanisms
• Market research
• Collating data
• Clearly written reports
• Action lists
• Communication
• Customer service legislation and consumer law
• False or misleading representation

Unit 4 – Build customer relationships and loyalty

• Customer relationships
• Personalised and professional service
• Promoting repeat business
• Recommendations
• Consumer protection legislation
• False representations
• Product safety
• Statutory warranty
• Customer loyalty
• Brand advocates
• Adding value
• Customer benefits with promotions
• Benefits and rewards
• Benefits for retail organisations
• Advertising
• SMS marketing
• Email marketing
• Illegal and unethical practices
• Customer trends
• Informal assessments
• Customer surveys
• Customer complaints
• Clarify information
• Pacify customer
• Identify customer dissatisfaction
• Seek appropriate solutions
• Listening
• Resolve complaint

Unit 5 – Analyse and achieve sales targets

• Analyse and attaining sales targets
• Market research
• Setting sales targets
• Confirm team sales targets
• Personal sales targets
• Individual goals
• Long-term goals and plans
• Gross profit and net profit
• Regular monitoring of sales targets
• Analyse customers and performance
• Competitors
• Missing and exceeding sales targets
• Customer analysis
• Sales performance analysis
• Factors affecting sales targets
• Evaluating sales performance
• Sales territory management
• Product and service features
• Identify changing circumstances
• Creating new sales targets
• Sales forecast and targets
• Addressing sales under-performance
• 7 critical customer expectations
• Managing under-performing staff
• Identify customers with strong sales
• Records protection
• Customer profile chart
• Customer loyalty programs
• Follow-ups
• Extending sales opportunities
• Reporting sales progress
• Valid and reliable data