Customer Service and Sales SkillsLaajuus (6 cr)

Objective

The student has a command of basic knowledge and skills in customer service and representation. The student acts with confidence and positively in different situations (e.g. customer visits, company presentations, service situations, telephone contacts) where he / she meets customers and cooperation partners. He / she understands the meaning of negotiaion skills. The student has a command of systematical sales both in theory and practise. He / she can plan and realise sales and also manage it (by organising the functions and motivating subordinates and peers. In addition has a command of basics of comparative learning.

Content

Customer service in practice, representation and PR work, planning and realising sales, behavioral skills in customer situations, sales management, comparative learning and utilising one's own personality in customer service.

Qualifications

Basic skills on how to develop personal knowledege and team learning, on project work and team work.

Assessment criteria, satisfactory (1)

Team entrepreneur’s evaluation is based on general attitude towards the learning, usage of the competence and making the knowledge visible. Participation for the training sessions and practical project work with the customers as well as written essays are part of the evaluation. Self evaluation in the form of reflection papers plays a central role in the evaluation process.
0= No competence
The learner has no competences from the area under evaluation. The performance is far below the target (not enough training session or project work hours, bad quality in essays and reflection papers).
1 = Beginner
The learner understands the basics from the area under evaluation but the attitude towards the learning is weak. Reflections and essays are superficial.
2= Progressed beginner
The learner understands the meaning of the learning attitude in some level and she/he has done some project from the area under evaluation. Essays and reflection papers shows understanding of the theories.
3= operator
The learner has an active attitude towards the learning -> Active participation for the training sessions, the competence area under evaluation is used in different kinds of projects, essays are applied and reflection papers are describing own development.
4= Competent
The learner has an active attitude towards the learning -> the learner is active in developing the content for the training sessions. Essays and reflection papers are profound and analytical in nature.
5=Expert
The learner has a spontaneous? and developing attitude towards the learning -> this shows as taking the leadership position in the training sessions. The projects done are diverse as well as the reflection papers and the essays. The knowledge is applied.