SALES TECHNIQUES AND CUSTOMER CARE

Programme Duration:

The Programme will run over a period of 9½ consecutive weeks.

Who should participate?

Eligible individuals would be 16 years of age and older, who hold at least MQF level 2

qualifications in Mathematics, English and Maltese Language and speak fluent Maltese and

English. This course is targeted at those persons who wish to work in the retail industry for the

very first time.

Training

The Traineeship is based on a dual system of vocational training, providing a combination of

theoretical knowledge supplemented by related hands-on practical training.

Typically during any week, a trainee will attend on-the-job training for four days with an

assigned employer – on the fifth day trainee will attend off-the-job, theoretical training

organised by the Corporation.

Off-the-job training:

Trainees will attend the following course/s delivered by the Corporation:

1. Customer Care

Duration of course: 12 hours

The course will cover the following topics:

• Basic Customer Care skills

2. Vocational Education and Training Award in Principles of Sales Techniques

Duration of course: 45 hours

The course will cover the following topics:

• Communication Skills and Selling Techniques;

• After Sales and Customer Care.

� Apply listening skills and paraphrasing techniques

when communicating with clients � Behave assertively and project a professional

image when interacting with clients � Deal with clients confidently and professionally � Deal with clients using appropriate negotiation

skills � Use appropriate people skills during a sales

situation � Use challenger sales techniques properly in a

sales environment context � Use account selling methods in a sales

environment context � Implement persuasive selling methodology

especially with undecided or difficult clients � Adopt a consultative selling approach in a sales

environment context � Employ public relations techniques when such

techniques are called for in a sales environment context

� Apply telephone skills and telesales techniques in a

telesales environment context

� Implement proper cash handling � Use marketing skills in a sales environment context � Collaborate with fellow sales persons/supervisors/

managers in establishing what are the general customer trends and deal with a customer’s needs effectively in a given sales environment

� Gain customers’ trust through appropriate

interaction with the customer � Deal with clients’ complaint using processes and

procedures typically found in a given sales environment

� Carry out tasks in after sales support � Sell products or services to a customer employing

ethical behaviour and respecting a customer’s right to confidentiality

� Sell products or services to a customer using

appropriate persuasion techniques typically found in a given sales environment

On successful completion of the Vocational Education and Training Award in Principles of Sales Techniques, the learner will be able to:

The National Commission for Further and Higher Education (NCFHE) deems this certificate to be at Level 2 of the Malta Qualifications Framework and the European Qualifications Framework for Lifelong Learning. This course comprises study modules to which a total of 4 ECVET points are assigned.

On-the-job training:

On the job training will provide participants with the opportunity to put their knowledge into practice

whilst gaining firsthand experience of the calling of their choice. On completion of the Traineeship

programe, assigned Employers are expected to lead Trainees to the following learning outcomes:

• Understand company’s internal structure in order for Trainee to be aware of who to report to

• Be able to communicate effectively with his / her peers

• Understand and follow established Health and Safety procedures

• Understand the importance to identify hazards and controls to reduce risk - Be responsible for

asking assistance when faced with First Aid scenarios.

• Understand and implement the basic principles of Customer Care

• Behave assertively and project a professional image when interacting with clients

• Deal with clients using appropriate and ethical negotiation skills

• Understand customer’s needs and apply the right selling technique accordingly

• Apply telephone skills and telesales techniques in a telesales environment context

• Be conversant with cross-selling and up-selling techniques

• Implement proper cash handling

• Deal with clients’ complaint using processes and procedures typically found in a given sales

environment

• Carry out tasks in after sales support