Sales and Service Learning Program
Customer service, sales, and literacy standards have been integrated into a comprehensive program
designed to prepare participants for entry-level retail sales and customer service related positions, and provide support for successful entry and advancement in service related careers.
Learners will be
presented with Equipped for the Future skills training and coaching to help prepare them for National Professional Certifications in Customer Service and Sales.
Overview
This comprehensive program builds critical functional literacy skills in math, computers, verbal ability,
active listening, writing, and workplace readiness.
Pre-requisites include Math and literacy at 6th grade level. The duration of the program is 120-180 hours per learner, or can be modified. This classroom-based, instructor-led training includes:
- Traditional lecture-based training
- Facilitated, interactive self-assessment, development planning and portfolio building
- Interactive teamwork projects that provide learners with the opportunity to plan and execute a project, use decision-making skills, and appreciate interpersonal attributes and diversity
- Preparation for the National Professional Certifications in Customer Service and Sales
- Specialized skill development to increase retention and potential for career advancement
- Intensive job attainment/business preparation training
Goals
At the end of the training program, candidates will:
- Understand customer service and sales techniques, in preparation for the
National Professional Certifications in Customer Service and Sales - Understand the importance of knowing the features of what they are selling
- Know where to look to learn about product features
- Understand why it is important to match the products to the customer
- Understand customer benefits in terms of product features
- Explain how to help customers make an informed choice
- Recognize when a customer is ready to make a purchase
- Suggest additional purchases
- Demonstrate commitment to on-going learning and career development
For an overview of the module topics, see the content summary.
Train the Trainer
Instructors interested in offering the NRF Foundation Sales and Service Learning Program must enroll in a Train-the-Trainer (TTT) session. Train-the-Trainer is a two-day session for up to 10 instructors who will receive the training and curriculum needed to deliver the NRF Foundation Sales and Service Learning Program.
The TTT sessions are interactive and allow trainers to experience a few of the activities that support the key concepts of the program. Each instructor receives a comprehensive notebook containing lesson plans, participant activities, and resources to conduct the 120-180 hours program.
A full set of curricula and facilitator materials required for delivery of this program is provided during the Train-the-Trainer session. Optional companion pieces will be suggested and can be purchased separately. Where appropriate, trainers will discuss customization of materials to meet the needs of various target groups. The session will also explore integration of key components of the curriculum with existing programs.
For more information on TTT, including pricing and expanded program options, see the overview.
