Customer Service & Sales Training Course Details | Penn Foster
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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.

Welcome to Retail

 

Objectives:

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

Objective:

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

Objective:

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

Know Before You Sell

 

Objectives:

  • Features and Benefits
  • Product Knowledge and Customer Service
  • Continuous Learning
 

Objectives:

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

Selling and Service

 

Objectives:

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

Objectives:

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

Performing Your Best

 

Objectives:

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

Objectives:

  • Employability Attributes and Professionalism
  • Foundational Knowledge
  • Communication Styles
 

Objectives:

  • Teamwork and Problem Solving
  • Developing Goals
  • Technology and Time Management

Workplace Readiness

 

Objectives:

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

Objectives:

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

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 the Customer Service and Sales 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.