Certificate in Sales and Customer Service (September 2019)

Letterkenny Institute of Technology (TBC)
Key Programme Details
Award

Cert

NFQ Level

7 About NFQ

Delivery Method

Mixed

Mode

Part Time

ECTS Credits

30

Department

Business

General Information
Contact

Patricia Doherty

Email

patrica.doherty@lyit.ie

Phone

074-9186202

Address

Port Road
Letterkenny

Important Dates
Application Deadline

08/10/2019

Start Date

08/10/2019

End Date

30/03/2020

About this Course

The course will provide participants with an overview of the selling process and assist them in developing and applying appropriate sales techniques. The sales module will address core competencies such as communication, confidence, drive & dynamism, structure & logic, and the ability to influence and persuade. Sales experts from across a range of sectors, with a particular emphasis on ICT, will deliver guest lectures as part of the programme. Participants in employment will be required to perform a detailed analysis of the sales process in their own organisation, other participants will complete an analysis of an allocated company. Applying theory, participants will also be required to make recommendations as to how this process can be improved. Customer experience management is a key element of the course. It focuses on creating differentiated experiences at whatever touch points the customer chooses to interact with the company. This enables the company to adjust their service delivery capabilities with behavioral shifts in the target market. Customer journey mapping and customer touch points are key areas that are addressed under customer experience management and will form an integral part of the programme. The programme concludes with participants completing either a Work Placement or an Applied Project: Work Placement - Learners who are not in employment may be placed in an organisation and tasked with carrying out specific duties related to sales / customer service. A business mentor (from the organisation) will be appointed who will support the student during the placement period. The student will develop a written report on the placement, detailing the tasks carried out and reflecting on the successes and challenges they encountered. The work placement will provide learners with the opportunity to test their learning in a real life working environment. Supervision of the learners will be regularly provided by academic staff to ensure the learner is benefiting from the placement.

Entry Requirements

5 O6/H7 in the Leaving Certificate, to include Mathematics (F2/O6/H7) and either Irish or English (O6/H7), OR QQIFET Level 5, OR equivalent qualification.

Candidates who do not meet the above entry requirements may be admitted to the programme on the grounds of mature years (over 23 by 1st January in the proposed year of entry) if they have attained appropriate experience and attainment thresholds deemed equivalent.

Long Description

The National Skills Bulletin 2017 noted that sales executives and those in customer service occupations are employed across a range of sectors including finance, IT, manufacturing, pharmaceutical in addition to hospitality and retail. The Certificate in Sales and Customer Service provides those already working in a sales role across these sectors with greater insight into the selling profession with an additional focus on customer service, and, will provide those looking to move into a sales role with an understanding of the selling process and the importance of customer care. A particular emphasis will be placed on technology sales which presents a unique set of challenges. The course will provide participants with an overview of the selling process and assist them in developing and applying appropriate sales techniques. The sales module will address core competencies such as communication, confidence, drive & dynamism, structure & logic, and the ability to influence and persuade. Sales experts from across a range of sectors, with a particular emphasis on ICT, will deliver guest lectures as part of the programme. Participants in employment will be required to perform a detailed analysis of the sales process in their own organisation, other participants will complete an analysis of an allocated company. Applying theory, participants will also be required to make recommendations as to how this process can be improved. The programme will also develop participant understanding and awareness of the importance of good customer care and will provide them with a range of verbal and non-verbal skills in order to meet customer needs, handle customer complaints and deliver good customer care. On successful completion of the programme learners will be able to identify the needs, expectations and perceptions of both internal and external customer groups and evaluate customer satisfaction measurement tools. Customer experience management is a key element of the course. It focuses on creating differentiated experiences at whatever touch points the customer chooses to interact with the company. This enables the company to adjust their service delivery capabilities with behavioral shifts in the target market. Customer journey mapping and customer touch points are key areas that are addressed under customer experience management and will form an integral part of the programme. The programme concludes with participants completing either a Work Placement or an Applied Project: Work Placement - Learners who are not in employment may be placed in an organisation and tasked with carrying out specific duties related to sales / customer service. A business mentor (from the organisation) will be appointed who will support the student during the placement period. The student will develop a written report on the placement, detailing the tasks carried out and reflecting on the successes and challenges they encountered. The work placement will provide learners with the opportunity to test their learning in a real life working environment. Supervision of the learners will be regularly provided by academic staff to ensure the learner is benefiting from the placement.

Timetable Info

Friday October 4th / 18th,
November 1st, /15th / 29th
December 13th

Delivery Notes

Blended Delivery

Admissions Contact Details
Phone

074-9186175

Email

Brian.mcgonagle@lyit.ie