# CTE Resource Center - Verso - Introduction to Marketing Task 35502173

CTE Resource Center - Verso

Virginia’s CTE Resource Center

Explain the concept of customer service.

Definition

Explanation should include the following concepts:
  • The goals of a sales transaction are to satisfy the customer's needs and wants and to close the sale.
  • The goals of customer service are to
    • anticipate a customer's needs before being asked
    • listen to the customer completely
    • respond to customer's questions
    • provide a solution that best satisfies the customer's needs
    • offer follow-up after the sale.

Process/Skill Questions

  • How does customer service complement the sales transaction?
  • How can a salesperson offer customer service?
  • What does the phrase “the customer is always right” mean?
  • Why is it important for a sales department and customer service department to work together as a team?
  • What potential impact does customer service have on a business?
  • How is customer service in business-to-business sales different from customer service in personal selling?

Related Standards of Learning

English

9.1

The student will participate in, collaborate in, and make multimodal presentations both independently and in small groups.
  1. Make strategic use of multimodal tools.
  2. Credit information sources.
  3. Use vocabulary appropriate to the topic, audience, and purpose.
  4. Assist with setting rules for group work including informal consensus, taking votes on key issues, presentation of alternate views and goal setting.
  5. Assume responsibility for specific group tasks.
  6. Share responsibility for collaborative work.
  7. Use a variety of strategies to listen actively and speak using appropriate discussion rules with awareness of verbal and nonverbal cues.
  8. Include all group members, acknowledge new information expressed by others, and value individual contributions made by each group member.
  9. Respond thoughtfully and tactfully to diverse perspectives, summarizing points of agreement and disagreement.
  10. Evaluate impact, purpose, point of view, reasoning, and use of evidence and rhetoric of presentation(s).
  11. Use self-reflection to evaluate one’s own role in preparation and participation in small-group activities.

9.5

The student will read and analyze a variety of nonfiction texts.
  1. Apply knowledge of text features and organizational patterns to understand, analyze, and gain meaning from texts.
  2. Make inferences and draw conclusions based on explicit and implied information using evidence from text as support.
  3. Analyze the author’s qualifications, viewpoint, and impact.
  4. Recognize an author’s intended purpose for writing and identify the main idea.
  5. Summarize, paraphrase, and synthesize ideas, while maintaining meaning and a logical sequence of events, within and between texts.
  6. Identify characteristics of expository, technical, and persuasive texts.
  7. Identify a position/argument to be confirmed, disproved, or modified.
  8. Evaluate clarity and accuracy of information.
  9. Analyze, organize, and synthesize information in order to solve problems, answer questions, complete a task, or create a product.
  10. Differentiate between fact and opinion and evaluate their impact.
  11. Analyze ideas within and between selections providing textual evidence.
  12. Use the reading strategies to monitor comprehension throughout the reading process.

10.1

The student will make planned multimodal, interactive presentations collaboratively and individually.
  1. Make strategic use of multimodal tools.
  2. Credit information sources.
  3. Demonstrate the ability to work effectively with diverse teams including setting rules and goals for group work such as coming to informal consensus, taking votes on key issues, and presenting alternate views.
  4. Assume responsibility for specific group tasks.
  5. Include all group members and value individual contributions made by each group member.
  6. Use a variety of strategies to listen actively and speak using appropriate discussion rules with awareness of verbal and nonverbal cues.
  7. Respond thoughtfully and tactfully to diverse perspectives, summarizing points of agreement and disagreement.
  8. Choose vocabulary, language, and tone appropriate to the topic, audience, and purpose.
  9. Access, critically evaluate, and use information accurately to solve problems.
  10. Use reflection to evaluate one’s own role and the group process in small-group activities.
  11. Evaluate a speaker’s point of view, reasoning, use of evidence, rhetoric, and identify any faulty reasoning.

10.5

The student will read, interpret, analyze, and evaluate nonfiction texts.
  1. Analyze text features and organizational patterns to evaluate the meaning of texts.
  2. Recognize an author’s intended audience and purpose for writing.
  3. Skim materials to develop an overview and locate information.
  4. Compare and contrast informational texts for intent and content.
  5. Interpret and use data and information in maps, charts, graphs, timelines, tables, and diagrams.
  6. Draw conclusions and make inferences on explicit and implied information using textual support as evidence.
  7. Analyze and synthesize information in order to solve problems, answer questions, and generate new knowledge.
  8. Analyze ideas within and between selections providing textual evidence.
  9. Summarize, paraphrase, and synthesize ideas, while maintaining meaning and a logical sequence of events, within and between texts.
  10. Use reading strategies throughout the reading process to monitor comprehension.

11.1

The student will make planned informative and persuasive multimodal, interactive presentations collaboratively and individually.
  1. Select and effectively use multimodal tools to design and develop presentation content.
  2. Credit information sources.
  3. Demonstrate the ability to work collaboratively with diverse teams.
  4. Respond thoughtfully and tactfully to diverse perspectives, summarizing points of agreement and disagreement.
  5. Use a variety of strategies to listen actively and speak using appropriate discussion rules with awareness of verbal and nonverbal cues.
  6. Anticipate and address alternative or opposing perspectives and counterclaims.
  7. Evaluate the various techniques used to construct arguments in multimodal presentations.
  8. Use vocabulary appropriate to the topic, audience, and purpose.
  9. Evaluate effectiveness of multimodal presentations.

11.5

The student will read, interpret, analyze, and evaluate a variety of nonfiction texts including employment documents and technical writing.
  1. Apply information from texts to clarify understanding of concepts.
  2. Read and correctly interpret an application for employment, workplace documents, or an application for college admission.
  3. Analyze technical writing for clarity.
  4. Paraphrase and synthesize ideas within and between texts.
  5. Draw conclusions and make inferences on explicit and implied information using textual support.
  6. Analyze multiple texts addressing the same topic to determine how authors reach similar or different conclusions.
  7. Analyze false premises, claims, counterclaims, and other evidence in persuasive writing.
  8. Recognize and analyze use of ambiguity, contradiction, paradox, irony, sarcasm, overstatement, and understatement in text.
  9. Generate and respond logically to literal, inferential, evaluative, synthesizing, and critical thinking questions about the text(s).

Other Related Standards

National MBAResearch Standards-Business Administration

Understand the nature of customer relationship management to show its contributions to a company.

 

National MBAResearch Standards-Marketing

Acquire a foundational knowledge of selling to understand its nature and scope.

 

Understand sales processes and techniques to enhance customer relationships and to increase the likelihood of making sales.