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Customer Service & Sales Credential

Your online training includes 14 lessons that build the foundation for mastering customer service and sales skills. You’ll cover information to strengthen your understanding of retail and customers through courses such as The Value of Customer Service, The Economic Impact of Retail, and Making the Sale.

Eligibility Requirements

Learners should be at least 15 years of age in order to take the course. By the end of the program, students should have an understanding of the retail industry, have developed job readiness skills, and mastered customer service skills.

woman in front of store

woman on laptop

Course Delivery

The Customer Service and Sales training is offered through an online format, including exams. Though the coursework is self-paced, the estimated course duration is fourteen hours online.

Curriculum Expand All Collapse All

Welcome to Retail

What is Retail?

Objectives:

Multichannel and Omnichannel Retailing
Distribution Channels and Retail Ownership
The Economic Impact of Retail

Understanding the Customer

Objective:

Customer Mindsets
The Customer Loyalty Life Cycle
Consumer Behavior, Including Technology

The Value of Customer Service

Objective:

Company Brand and Culture
Quality Customer Service
The Impact of Poor Customer Service

Know Before You Sell

Knowing Products and Services

Objectives:

Features and Benefits
Product Knowledge and Customer Service
Continuous Learning

Knowing the Customer

Objectives:

Connecting with the Customer
Customer Needs and Interests
Listening to Customers and Confirming Their Needs

Selling and Service

Meeting the Customer’s Needs

Objectives:

Customer Loyalty and Personalized Service
Comprehensive Solutions and Add-on Services
Overcoming Objections

Making the Sale

Objectives:

Processing and Completing the Transaction
Cash Transactions and Making Change Correctly
Debit, Credit, and Mobile Payments

Performing Your Best

Furthering Your Customer Service Skills

Objectives:

Non-Verbal Communication
Handling Multiple Customers
Addressing Customer Complaints, Exchanges, and Returns

Your Brand Is You

Objectives:

Employability Attributes and Professionalism
Foundational Knowledge
Communication Styles

Professionalism in the Workplace

Objectives:

Teamwork and Problem Solving
Developing Goals
Technology and Time Management

Workplace Readiness

Finding the Job

Objectives:

Entry-Level Retail Jobs: Goals and Expectations
Searching for Jobs Online (Social Media)
Building and Maintaining Your Network

Getting the Job

Objectives:

Crafting an Accurate Resume
Using an Online Job Application
Shining in an Interview

Growing Your Skills

Objectives:

Receiving and Applying Feedback
Building Your Career in Retail
Personal Career Planning

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Sample Materials

Preview a sample lesson of the Customer Service and Sales program.

View Sample Lesson

View the Customer Service and Sales table of contents.

View Table of Contents

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Disclaimer: The Retail Industry Fundamentals training and credential has been developed by the National Retail Federation (NRF). Penn Foster did not develop, provide or endorse the content, and the courses are not licensed and are not accredited. Penn Foster provides certain non-academic business services to NRF and in that connection is advertising the courses for NRF.