Support Centre Sales & Customer Service

Description

Pre Sales Knowledge

Understand business offering
Products & Services
Current offers and specials
After sales service
Retention offers
Technical knowledge of business systems

Understanding Customer Needs

New and existing customers
Identify customer needs
Effective questioning
Listening
Verify customer needs
Respond to customer needs
Offer specialist advice
Advising customers
Financial limitations

Offer and Acceptance

Estimates and quotes
Prepare quotes
Explain benefits and options
Promote organisation
Point of difference
Managing customer objections
Asking for commitment
Identify add-ons
Negotiate payment method
Finalise documentation
Terms and conditions
Close a sale
Data accuracy

Sales & Accounting Transaction

Input sales records
Fully record details of sale
Amend customer records
Customer relationship management
Transaction processing system
Sales reporting
Tax invoices
Provide sales support
Verify customer satisfaction
Customer feedback

Consumer Legislation & Miscellaneous

Credit checks and credit rating
Delivery instructions
Consumer protection
Fair trading
National credit code
Privacy legislation
Disclosure of information
Contract law

Customer Engagement

Product / service knowledge
Scripts and guides, FAQ’s, Knowledge base
Business policies and procedures
Key performance indicators
Business systems proficiency
Communication skills
Answering the telephone or chat
Identifying the customer
Customer information & privacy
Establish customer needs
Questions and Attitude
Complaints & Issues
Documenting & escalating
Customer retention
Resolution

Customer Service for Existing Customers

Customer profiles
Customer Feedback & Recommendations
Sensitivity and courtesy
Difficult service situations
Improving service issues
Determining options
Proactive compensation
Preventing escalation
Provide internal feedback
Recording a problem
Problem solving
Resolving a problem
Notifying management
Recording complaints
Resolving customer complaints
Reflecting and evaluating complaints

Your Customer Service Team

Achieving objectives
Workplace team
Team goals & roles
Dealing with conflict
Performance Feedback
Rewards
Planning goals

Increasing Sales

Advise on premium products and services
Active and passive listening
Extras and add-ons
Suggestive selling
Cross-selling and add-ons
Upselling
Offering alternatives
Efficient service delivery
Customer relationship
Promoting repeat business

Reinforced Product Knowledge and Improvement

Sources of information
Develop product knowledge
Identify product features
Pricing
Warranties and agreements
Competition
Bundling
Benchmarking
Rational and emotional benefits
Customer product complaints feedback

The Career Academy pathway to Nationally accredited training

After completing the pre-accredited online short course students can either go into business for themselves or explore options to complete a nationally accredited qualification and receive a Nationally recognised certificate.

Employability skill	Industry/enterprise requirements for this qualification include:
Communication	listening and questioning to identify customer needs using appropriate tone and language writing customer notes, emails and faxes
Teamwork	referring matters to nominated personnel as required working as a member of a team and applying knowledge of one’s own role to achieve team goals working with diverse persons and groups
Problem-solving	processing complex enquiries searching product and service information, using multiple sources of information to match customer requests using problem-solving approaches to identify customer needs and expectations
Initiative and enterprise	contributing to suggestions for improvements to products, services and processes supporting operational plans and organisational goals
Planning and organising	maintaining customer records managing and updating multiple information sources operating multiple enterprise systems
Self-management	managing own performance managing own time and work priorities managing personal stress
Learning	learning new ideas, skills and techniques seeking appropriate technical help with new computerised systems, products and services
Technology	using electronic communication devices and processes to action customer contact, i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email using technology to assist the manipulation of information