Study Guide

Objective

Upon completion of the course, the student shall understand the fundamental importance of social
Expertise, customer service and the factors that record in a sales process.

Content

Customer Service
Sales Process
Argumenation
Social skills

Qualifications

No prior knowledge is needed

Assessment criteria, satisfactory (1)

-Know the main basics of customer service, sales and
Consumer Law

Assessment criteria, good (3)

Have good ability to account for:
-The impact of customer service even in critical situations,
-The sales process.
-Impact of consumer protection legislation in different situations

Assessment criteria, excellent (5)

-Commensable knowledge in both social skills, customer service and the sales process
In the light of consumer protection legislation.

Materials

Presented by lecturers at the start of the course