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MAR3592CBE Section 01CBE Strategic Sales and Sales Management (11 Weeks) – CBE Online Course – 2024 Winter Quarter
Deliverable 3 – Key Points of CSR
Deliverable 3 – Key Points of CSR
Assignment Content
Competency
Synthesize the importance of customer service throughout the sales cycle.
Student Success Criteria
View the grading rubric for this deliverable by selecting the “This item is graded with a rubric” link, which is located in the Details & Information pane.
Scenario
You are the new National Sales Manager for Elite Golfers, which is a high-end business-to-consumer golf equipment and apparel provider. The company has multiple locations including Augusta, GA, Scottsdale, AZ, Malibu, CA, and Palm Beach, FL.
You are hiring a Customer Service Representative (CSR) for the Palm Beach, FL location. Your Customer Service Representatives are also salespeople, as your company combines the roles of salespeople and customer service representatives. The idea behind this is that buyers feel taken care of by their CSR who assists them with their golfing equipment and apparel needs. Elite Golfers has found that this approach of integrating sales and customer service has been effective in driving sales and creating long-term relationships with the buyers that lead to repeat sales.
Instructions
In preparation for your interviews, you are writing out the key points you want to mention when meeting with the Customer Service Representative candidates. Address the following in a 2-3 page Word document.
Explain why your company sees customer service and sales as equally important.
Summarize how your customer service employees are integrated into the company’s sales strategies.
Discuss what customer service skills and expertise you are looking for in the candidate who will be offered the position.
Describe 3 types of sales and/or customer service technologies that stores use that the Customer Service Representative will be expected to learn.
NOTE – Be sure the documents contain proper grammar, spelling, punctuation, and sentence structure.
Resources
Library Database:
Gale Virtual Reference (topic overviews & definitions)
Need assistance with research? Ask a Librarian!
APA Guide
Grammarly is available to assist you with proofreading your work.
Use the Writing Lab for timely feedback to help you fine-tune your deliverable before you submit it for grading.
Submission

 

Struggling with where to start this assignment? Follow this guide to tackle your assignment easily!

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Step-by-Step Guide for Writing Your Deliverable

1. Understand the Assignment: This assignment asks you to focus on the importance of customer service throughout the sales cycle, as you are preparing for interviews to hire a Customer Service Representative (CSR) for a high-end golf equipment and apparel company. You’ll need to create a document that answers several key questions related to customer service and its integration with sales.

2. Follow the Structure: The assignment requires you to create a 2-3 page Word document that answers the following questions:

• Why does the company see customer service and sales as equally important?
• How are customer service employees integrated into the company’s sales strategies?
• What customer service skills and expertise are you looking for in the candidate?
• Describe three types of sales and customer service technologies that stores use.

3. Break it Down into Sections:

• Introduction (1 paragraph): Start by introducing the company, Elite Golfers, and its mission. Mention the purpose of the assignment, which is to prepare for the interviews with potential Customer Service Representatives (CSRs).

• Why Customer Service and Sales Are Equally Important (1 paragraph): In this section, explain the company’s philosophy of combining customer service with sales. Make sure to emphasize how both aspects are equally crucial in maintaining customer satisfaction and driving long-term sales.

• Integration of Customer Service Employees into Sales Strategies (1 paragraph): Describe how customer service representatives are part of the sales process. You could talk about how they interact with customers, answer questions, make recommendations, and close sales, all while maintaining excellent customer service.

• Skills and Expertise for the CSR Position (1 paragraph): List and describe the key skills you are looking for in a candidate. These could include communication skills, problem-solving abilities, and product knowledge. Make sure to mention how these skills directly impact both customer satisfaction and sales.

• Sales and Customer Service Technologies (1-2 paragraphs): Research and describe three types of technologies that can help CSRs in their job. For example, point-of-sale (POS) systems, customer relationship management (CRM) software, and live chat support tools. Explain why these tools are essential and how they improve customer service and sales.

• Conclusion (1 paragraph): Wrap up by summarizing the importance of integrating customer service into the sales cycle and the ideal CSR candidate. Reinforce how a strong candidate will contribute to the success of the business.

4. Use Clear and Simple Language: Remember, the assignment should be written clearly and simply. Each section should be concise and straight to the point. Keep in mind proper grammar, punctuation, and sentence structure.

5. Formatting and Proofreading:

• Word Document Format: Your assignment should be written in a Word document, with a clear title at the top of the page.
• APA Formatting: Use APA style for any citations you include. If you refer to any resources, like sales strategies or technologies, make sure to cite them correctly in APA format.
• Proofread: After completing your draft, use Grammarly or any other proofreading tool to check for spelling, punctuation, or grammatical errors. You can also ask your professor or a classmate to review your work.

6. Final Check: Before submitting, double-check that you’ve addressed each question in detail and that the document is properly formatted according to the guidelines. Ensure the total length is between 2-3 pages.

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Tip: To make your writing even more impressive, you can refer to the resources provided, such as Gale Virtual Reference for definitions and examples, and the APA Guide for proper citation formatting.

By following these steps and keeping your writing organized, you’ll be able to tackle this assignment with confidence!

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