Sales Customer Service & Trade
Sales & Customer Service level 1
Chapter 1. Targeted and customer tailored service - Planned, implemented and factors
Chapter 2. Customer encounters and customer relationships - Own and others’ attitudes, approaches, communication patterns and values
Chapter 3. Various service situations - Appropriate work methods and adaptation to customer
Chapter 4. Sustainability - Economic, social and environmental
Chapter 5. Laws and regulations
Chapter 6. Customer service - Evaluated
Chapter 7. Collaboration with colleagues/various professional groups - Manufacturers and suppliers
Chapter 8. Service during types of customer interactions - Digital and physical sales channels
Chapter 9. Interaction and communication - Various service situations
Chapter 10. Professional ethics
Sales & Customer Service level 2
Chapter 1. Goal-oriented and customer-focused service - Different customer behaviors and types
Chapter 2. Influence on customer interactions and relationships - Attitudes, communication patterns, values and different target groups
Chapter 3. Service and customer support - Customer behaviors and types
Chapter 4. Handling of complaints and claims - Applicable laws and regulations
Chapter 5. Evaluation and development of customer's experience
Chapter 6. Importance of professional ethics - Interaction, communication, culture, various sales situations and channels
Sales & Customer Service level 3
Chapter 1. Customer's total purchasing experience - Strategies for goal driven, customer oriented and successful sales work
Chapter 2. Customer company experiences - Customer service
Chapter 3. Customer and sales psychology - Attitudes, values and mindsets
Chapter 4. Methods for increasing sales - Increasing the average purchase value or upselling
Chapter 5. Practical sales communication - Product demonstrations
Chapter 6. Laws, regulations and agreements
Chapter 7. Evaluation of sales work
Chapter 8. Presentation skills and rhetoric
Chapter 9. Communication and professional ethical approaches - Various media in customer and sales service situations
Sales & Customer Service level 4
Chapter 1. Business models - Business processes, market analysis and analyses of customer bases/revenue
Chapter 2. Customer and sales psychology - Sales styles and in depth look at customer behaviors and patterns
Chapter 3. Sales management and leadership
Chapter 4. Professional development as a salesperson - Project management and negotiation techniques
Chapter 5. Laws, regulations and agreements - International level
Chapter 6. Evaluation and development
Chapter 7. Rhetoric and presentation techniques for sales messages - Various channels, business cultures, communication and ethics
Trade level 1
Chapter 1. Historically and present - Development of trade/service sectors and consumption trends
Chapter 2. Occupations and tasks - B2B sales representatives and retail sales staff
Chapter 3. Concepts - Within product/consumer knowledge and trade/service sectors
Chapter 4. Sustainability issues - Product labeling
Chapter 5. From producer to consumer - Journey of the product
Chapter 6. Store establishment, business development, market analysis and positioning - Selecting segments, channels and target audiences
Chapter 7. Trade/service sectors in business community and society - Function and value
Chapter 8. Work supervision and organizational forms
Chapter 9. Theories and concepts of leadership - Conflict management and group development
Chapter 10. Store work - Tasks
Chapter 11. Safety and work environment
Chapter 12. First aid with CPR
Chapter 13. Laws and regulations
Chapter 14. Budgets, risk and financial calculations
Trade level 2
Chapter 1. Development of trade and service sectors - The digital transformation
Chapter 2. Various professions and job tasks
Chapter 3. Industry and product knowledge
Chapter 4. Sustainability issues - Product labeling
Chapter 5. The role of distribution chain and logistics in the flow of goods - Producer, wholesaler, retailer and consumer
Chapter 6. Store establishment - Digitally and physically
Chapter 7. Leadership roles and organizational forms
Chapter 8. Situational leadership
Chapter 9. Tasks in digital and physical retail - Store work, marketing, customer support, goods receipt and stock handling
Chapter 10. Good internal and external security - Risk analyses and protective measures
Chapter 11. Laws and regulations
Chapter 12. Store economics - Inventory turnover, conversion factors, reorder points and risk assessments
Trade level 3
Chapter 1. Contemporary and future consumption trends - Economic, psychological, digital, cultural and social factors
Chapter 2. In depth study of consumer and product knowledge plus product labeling
Chapter 3. Product and consumer knowledge, distribution systems and the role of logistics in a trading company
Chapter 4. Distribution chain - Value creation
Chapter 5. Sustainable business practices - Business ideas, goals and strategies based on target audience, market and customer needs
Chapter 6. Methods for analysis of the external environment and structured mapping
Chapter 7. Organizational forms and achieving goals - Functional, network, divisional, matrix and project based
Chapter 8. Self-leadership - Setting goals, prioritizing, planning, drive, motivation and managing stress
Chapter 9. In depth information on laws and regulations - Labor, safety and occupational health in parts of the world
Chapter 10. Practical store operations - Organizing daily store work with the support of technical tools. scheduling and goods receipt
Chapter 11. Safety and risks - Roles of leaders/employees and preventive work to create a good and safe work environment
Chapter 12. Methods for business risk assessments - Environmental, economic and ethical aspects
Chapter 13. Key performance indicators for trading company - Liquidity, gross margin and inventory turnover
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