CUSTOMER SERVICE SKILLS

CUSTOMER SERVICE SKILLS

CUSTOMER SERVICE SKILLS

1. SCOPE

The learner is capable of promoting, maintaining and evaluating levels of customer satisfaction and market trends to retain customers in order to ensure optimisation of sales.

The learner is capable of communicating and liaising with team members, internal departments and external sales support structures in such a manner that it will enhance the effectiveness of the sales function in Sales and Support Services.

On achievement of this unit standard, the learner will be able to:

    • Understand the functions and roles of team members and of the internal departments of the organisation.
    • Describe the functions and roles of the external sales support structures.
    • Optimise relationships between stakeholders.

The learner is capable of qualifying and stimulating the interest of prospective buyers, by means of static presentation and dynamic demonstration of the features, advantages and benefits of the vehicle with the view to obtain customer commitment.

This unit standard makes provision for the automotive retail industry with special reference to the presentation and demonstration of features, advantages and benefits of a vehicle to prospective buyers in the following categories; Light commercial vehicles; passenger vehicles; recreational vehicles; Motor cycles; Tri-cycles; Quad cycles; Boats; Off Road (ATR) vehicles and earth moving equipment.

On achievement of this unit standard, the learner will be able to:

    • Demonstrate an understanding of product features, advantages and benefits.
    • Present a static demonstration of the product features.
    • Conduct a dynamic demonstration of the vehicle.

2. PROGRAMME ENTRY REQUIREMENTS / LEARNING ASSUMED TO BE IN PLACE

It is assumed that a learner will be competent in:

    • Communication at NQF Level 3.
    • Knowledge: Computer literacy.
    • Skills: Basic financial and business skills.

3. DURATION

10  Days

4. UNIT STANDARDS REFERENCE

9847    Create and maintain a positive relationship with the customer within motor sales and support services    NQF 4   14 credits

259879    Describe the interaction with internal departments and external sales support structures    NQF 3   4 credits

259899    Present and demonstrate the features, advantages and benefits of a vehicle    NQF 4   8 credits 

5. COST

Please refer to office for formal quotation.

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