Selling & Customer Service
Monday
Why is customer service important to selling?
CR:005 Reinforce service orientation through communication
(pp. 4-35—4-36)
Videos - 10 minutes
We will watch then discuss the videos.
Why is customer service important to selling?
CR:005 Reinforce service orientation through communication
(pp. 4-35—4-36)
Videos - 10 minutes
We will watch then discuss the videos.
|
|
|
Objectives
a. Define the term service orientation.
b. Explain the relationship between communication and service.
c. Identify ways in which employees in business management can demonstrate a service orientation.
d. Demonstrate procedures for reinforcing a service orientation through communication.
Activity Service Orientation - 20 minutes
With your partner, select a job in marketing and write five ways or statements (sentences) that an employee in that role could reinforce a service orientation through communication. Put your answers on a Google Doc and upload to classroom.
a. Define the term service orientation.
b. Explain the relationship between communication and service.
c. Identify ways in which employees in business management can demonstrate a service orientation.
d. Demonstrate procedures for reinforcing a service orientation through communication.
Activity Service Orientation - 20 minutes
With your partner, select a job in marketing and write five ways or statements (sentences) that an employee in that role could reinforce a service orientation through communication. Put your answers on a Google Doc and upload to classroom.
Why is customer service important to selling?
CO:084 Employ communication styles appropriate to target audience
(pp. 4-37—4-39)
Videos - 15 minutes
We will watch then discuss the videos.
CO:084 Employ communication styles appropriate to target audience
(pp. 4-37—4-39)
Videos - 15 minutes
We will watch then discuss the videos.
|
|
|
|
Objectives
a. Describe types of communication styles.
b. Discuss reasons to employ a communication style appropriate to a target audience.
c. Explain methods used to recognize listeners' communication styles.
d. Demonstrate procedures for employing communication styles appropriate to target audiences.
Activity Communication - 15 minutes
Identify an appropriate communication style to use for each of the following situations. We will discuss then act them out with your partner.
Ethics Case for Students - 10 minutes
Devon has been assigned a speech topic about the importance of good study habits. During his research, Devon discovers that his teacher’s recommended study methods are not effective techniques. Since Devon will be presenting the speech for his teacher and classmates, should
Devon include the information that he discovered or omit it to avoid challenging his teacher’s authority? (Ethical Principles Involved: Transparency, Respect)
a. Describe types of communication styles.
b. Discuss reasons to employ a communication style appropriate to a target audience.
c. Explain methods used to recognize listeners' communication styles.
d. Demonstrate procedures for employing communication styles appropriate to target audiences.
Activity Communication - 15 minutes
Identify an appropriate communication style to use for each of the following situations. We will discuss then act them out with your partner.
- Business meeting with company president
- Annual company outing with family members
- Irate customer wants a problem with a product fixed
- Customer places a special order over the telephone
- Co-worker confides a personal problem to you
- Your supervisor reprimands you for arriving late at work
- A co-worker speculates about why a manager is leaving the company
Ethics Case for Students - 10 minutes
Devon has been assigned a speech topic about the importance of good study habits. During his research, Devon discovers that his teacher’s recommended study methods are not effective techniques. Since Devon will be presenting the speech for his teacher and classmates, should
Devon include the information that he discovered or omit it to avoid challenging his teacher’s authority? (Ethical Principles Involved: Transparency, Respect)
Tuesday
Why is customer service important to selling?
CR:019 Adapt communication to the cultural and social differences among clients
(CS) (pp. 4-40—4-41)
Videos - 15 minutes
We will watch the videos then discuss.
Why is customer service important to selling?
CR:019 Adapt communication to the cultural and social differences among clients
(CS) (pp. 4-40—4-41)
Videos - 15 minutes
We will watch the videos then discuss.
|
|
|
|
Objectives
a. Discuss the purpose of adapting communication to a client's cultural or social community.
b. Explain the importance of context in communication.
c. Discuss reasons for adapting communication to the cultural or social differences among clients.
d. Explain skills associated with adapting communication (e.g., empathy, risk taking, problem solving, etc.).
e. Describe ways to adapt communication to the cultural or social environment of clients.
f. Demonstrate how to adapt communication to the cultural or social differences among clients.
Activity Cultural/Social - 20 minutes
With a partner, develop a skit showing how you would adapt their communication to the cultural/social differences among clients. IN FLIPGRID, explain the situation to the class and then present the skit to classmates. IN CLASS, audience members should identify and record how the group adapted communication to the situation. At the end of the skit, group members should ask classmates to explain what they observed and how they could improve communication.
Ethics Case for Students - 15 minutes
Chelsea is working with a client from another country. She wants to adapt to the client’s culture. However, when Chelsea is in a meeting with the company, she notices that the employees from the other country are all men, and they do not seem to be comfortable working with a woman. They have made several derogatory comments about women that have made Chelsea uncomfortable. What should Chelsea do? Should she respect the cultural differences and keep quiet? Or should she communicate her discomfort to the client? (Ethical Principles Involved: Integrity, Transparency, Respect)
a. Discuss the purpose of adapting communication to a client's cultural or social community.
b. Explain the importance of context in communication.
c. Discuss reasons for adapting communication to the cultural or social differences among clients.
d. Explain skills associated with adapting communication (e.g., empathy, risk taking, problem solving, etc.).
e. Describe ways to adapt communication to the cultural or social environment of clients.
f. Demonstrate how to adapt communication to the cultural or social differences among clients.
Activity Cultural/Social - 20 minutes
With a partner, develop a skit showing how you would adapt their communication to the cultural/social differences among clients. IN FLIPGRID, explain the situation to the class and then present the skit to classmates. IN CLASS, audience members should identify and record how the group adapted communication to the situation. At the end of the skit, group members should ask classmates to explain what they observed and how they could improve communication.
Ethics Case for Students - 15 minutes
Chelsea is working with a client from another country. She wants to adapt to the client’s culture. However, when Chelsea is in a meeting with the company, she notices that the employees from the other country are all men, and they do not seem to be comfortable working with a woman. They have made several derogatory comments about women that have made Chelsea uncomfortable. What should Chelsea do? Should she respect the cultural differences and keep quiet? Or should she communicate her discomfort to the client? (Ethical Principles Involved: Integrity, Transparency, Respect)
Why is customer service important in selling?
CR:006 Respond to customer inquiries
(pp. 4-42—4-43)
Objectives
a. Explain the nature of customer inquiries.
b. Identify the types of customer inquiries.
c. Discuss the importance of possessing knowledge of the company (e.g., policies, history, capabilities, etc.).
d. Discuss the importance of possessing adequate product knowledge.
e. Describe guidelines for handling customer inquiries.
f. Demonstrate use of proper procedure for solving a customer inquiry in a business situation.
Videos - 15 minutes
We will watch the videos then discuss.
Activity Inquires - 20 minutes
Ask each student to work with a partner to develop and present a skit that illustrates how employees
should handle customer inquiries. Using a performance checklist, audience members should evaluate
students’ demonstrations and discuss their ratings with the class.
CR:006 Respond to customer inquiries
(pp. 4-42—4-43)
Objectives
a. Explain the nature of customer inquiries.
b. Identify the types of customer inquiries.
c. Discuss the importance of possessing knowledge of the company (e.g., policies, history, capabilities, etc.).
d. Discuss the importance of possessing adequate product knowledge.
e. Describe guidelines for handling customer inquiries.
f. Demonstrate use of proper procedure for solving a customer inquiry in a business situation.
Videos - 15 minutes
We will watch the videos then discuss.
Activity Inquires - 20 minutes
Ask each student to work with a partner to develop and present a skit that illustrates how employees
should handle customer inquiries. Using a performance checklist, audience members should evaluate
students’ demonstrations and discuss their ratings with the class.
|
|
|
|
Wednesday
Google Doodle Introduction - 15 minutes
1. Explore what a Google Doodle is. (Information and examples here: g.co/doodleforgoogle/about
2. Introduce the Doodle for Google contest. (Instructions here: g.co/doodleforgoogle/how)
Google Doodle Introduction - 15 minutes
1. Explore what a Google Doodle is. (Information and examples here: g.co/doodleforgoogle/about
2. Introduce the Doodle for Google contest. (Instructions here: g.co/doodleforgoogle/how)
|
|
|
Brainstorm - 10 minutes
1. Discuss this year’s theme “I care for myself by...”.
3. Conceptualize and organize ideas for Doodles that reflect the theme.
1. Discuss this year’s theme “I care for myself by...”.
- What does this theme make you think of?
3. Conceptualize and organize ideas for Doodles that reflect the theme.
Start Doodling - 60 mins
1. Create your Doodles using: Hand-drawn, Canva, Photoshop, Illustrator
2. Your artistic work should be well-executed, creative, and related to the theme. Pay attention to detail.
Wrap Up Doodle - 5 mins
1. Refine and complete their artistic Doodles. Turn in your JPG file to Google Classroom. If it is hand-drawn, take a picture and upload to classroom.
2. Get your entry forms signed by a parent or guardian so you can enter the contest.
1. Create your Doodles using: Hand-drawn, Canva, Photoshop, Illustrator
2. Your artistic work should be well-executed, creative, and related to the theme. Pay attention to detail.
Wrap Up Doodle - 5 mins
1. Refine and complete their artistic Doodles. Turn in your JPG file to Google Classroom. If it is hand-drawn, take a picture and upload to classroom.
2. Get your entry forms signed by a parent or guardian so you can enter the contest.
Thursday
Collaborate - 10 mins
We will watch the video and discuss.
Collaborate - 10 mins
We will watch the video and discuss.
Write an Artist’s Statement - 30 mins
1. Think about your artistic work and how it conveys meaning. Answer in a GOOGLE DOC and upload to classroom. You will be using this doc for all the assignments today.
1. Think about your artistic work and how it conveys meaning. Answer in a GOOGLE DOC and upload to classroom. You will be using this doc for all the assignments today.
- What were you thinking while making your Doodle?
- Why did you choose to include the objects and other elements in your Doodle?
- How did those things help explain this year’s theme?
- How does your Doodle show what the theme means to you?
Present and Reflect - 45 mins
1. You will present your work to the class without discussing your own intent behind your Doodle. To find intent and meaning in each piece, ask youself the following questions in the SAME GOOGLE DOC ABOVE.
Wrap Up - 5 mins
1. Reflect on how you evaluated the work of your peers.
2. Submit student work to the contest by following these guidelines: g.co/doodleforgoogle/how
1. You will present your work to the class without discussing your own intent behind your Doodle. To find intent and meaning in each piece, ask youself the following questions in the SAME GOOGLE DOC ABOVE.
- What do you think of when you look at this piece?
- How does this Doodle make you feel?
- Do you relate to this Doodle?
- Can you see how it connects to the theme?
- What do you think is the most interesting thing about this Doodle?
Wrap Up - 5 mins
1. Reflect on how you evaluated the work of your peers.
2. Submit student work to the contest by following these guidelines: g.co/doodleforgoogle/how