MAM1020 Quality Customer Service
Introductory · 1 credit · BIT - Business, Admin, Finance and IT
- Description
- Students identify and describe the target customer and the selling floor, including sales and nonsales activities. They will demonstrate techniques required by employees in the field.
- Prerequisite
- None
- Parameters
- Access to a school store is recommended but not required.
- Supporting courses
- MAM1010: Marketing & Management
Outcomes The student will:
1 define target market
2 identify and describe the components of a target market
2.1 identify and describe participants including:
2.1.1 buyers
2.1.2 users
2.1.3 influencers
2.2 identify demographics; e.g., age, sex, income, geographical location, education, ethnic origin, economic background
2.3 identify psychographics; e.g., lifestyles including attitudes, interests and habits
3 identify target markets for a variety of products and/or services
4 identify and describe a variety of consumer behaviours
4.1 describe basic needs and identify several examples
4.2 describe secondary wants and identify several examples
4.3 differentiate among recent purchases and indicate if they were needs or wants
4.4 describe Maslow’s hierarchy of needs and identify purchases made at each level
4.5 identify and give examples of:
4.5.1 rational buying motives
4.5.2 emotional buying motives
4.6 identify their buying motives on recent purchases
4.7 explain the influences of income on purchases
4.8 describe how advertising influences consumer purchases
4.9 describe the attention, interest, desire, action (AIDA) concept and indicate its relationship to consumer behaviour
4.10 identify influences on recent purchases
5 demonstrate effective retail sales and service techniques
5.1 demonstrate high standards of personal health, grooming and cleanliness
5.2 demonstrate proper interaction and relationships with:
5.2.1 customers
5.2.2 coworkers
5.2.3 supervisors
5.2.4 suppliers
5.3 differentiate between the role of a sales clerk/service provider and a salesperson
5.4 describe or demonstrate how sales clerks obtain product knowledge
5.5 demonstrate quality customer service when:
5.5.1 preparing sales receipts/bills
5.5.2 dealing with various customer types
5.5.3 handling customer complaints and returns
5.6 demonstrate use of proper approach; e.g., greeting, service, merchandise
5.7 demonstrate the ability to follow store policies and procedures
5.8 demonstrate upkeep and maintenance of a store
5.9 maintain well-stocked shelves
5.10 assist in preparing promotional campaigns including visual merchandising
5.11 demonstrate quality customer service skills as a cashier; e.g., using floats, cashing out, cash reconciliation, preparing store deposits
6 demonstrate basic competencies
6.1 demonstrate fundamental skills to:
6.1.1 communicate
6.1.2 manage information
6.1.3 use numbers
6.1.4 think and solve problems
6.2 demonstrate personal management skills to:
6.2.1 demonstrate positive attitudes and behaviours
6.2.2 be responsible
6.2.3 be adaptable
6.2.4 learn continuously
6.2.5 work safely
6.3 demonstrate teamwork skills to:
6.3.1 work with others
6.3.2 participate in projects and tasks
7 make personal connections to the cluster content and processes to inform possible pathway choices
7.1 complete/update a personal inventory; e.g., interests, values, beliefs, resources, prior learning and experiences
7.2 create a connection between a personal inventory and occupational choices
Program of Studies 2009. Source document, © Alberta Education.