Maricopa Community Colleges  CSR175   20004-20086 
Official Course Description: MCCCD Approval: 07/22/08
CSR175 20004-20086 LEC 3 Credit(s) 3 Period(s)
Telecommunications Sales, Products and Features
Procedures for handling special situations and customers. Includes rewards programs as well as special program products and features.
Prerequisites: Permission of Department or Division.
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MCCCD Official Course Competencies:
 
CSR175   20004-20086 Telecommunications Sales, Products and Features
1. Explain the importance of calling cards. (I)
2. Compare and contrast various types and features of calling cards. (I)
3. Explain calling card dialing instructions. (I)
4. Explain procedures for Long Distance account establishment, maintenance, and updates. (I)
5. Differentiate between account and card level updates. (I)
6. List the steps to process a new card account for a residence customer. (I)
7. Explain procedures for ordering calling cards. (I)
8. Explain procedures for changing card and PIN (Personal Identification Number)numbers. (I)
9. Identify customer card situations requiring special service steps. (II)
10. Explain procedures for making corrections and changes to customer card accounts. (II)
11. Determine when restoring an account process can be completed. (II)
12. Identify situations requiring the issuing of an emergency card. (II)
13. Explain guidelines for the issuing of an emergency card. (II)
14. Identify the structure and strategy of a rewards program. (III)
15. Explain procedures for maintaining and updating accounts in the rewards program. (III)
16. Determine membership eligibility. (IV)
17. Differentiate between features and benefits. (V)
18. Explain the process and importance of a sales plan. (VI)
19. Identify conditions and techniques needed to close a sale. (VI)
20. Identify steps for addressing customer resistance. (VI)
21. Identify agent responsibilities regarding legislation. (VI)
22. Define “spinner” and “slamming”. (VII) Proposed New Course Prefix/Num/Suf: Effective Term (Beginning):
23. Explain procedures for resolving customer “slams”. (VII)
24. Explain the purpose of a reconfirmation order. (VII)
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MCCCD Official Course Outline:
 
CSR175   20004-20086 Telecommunications Sales, Products and Features
    I. Calling Cards
        A. History
        B. Types
        C. Features
        D. Strategy
          1. Security
          2. Efficiency
          3. Market Share
        E. Provisioning Process
          1. Account Establishment
          2. Account Maintenance
          3. Residence Customers
          4. Account Level Updates
          5. Card Level Updates
          6. Card Orders
          7. Change Card
          8. Change PIN (Personal Identification Number)
          9. Move Card
          10. Change Biller
        F. Dialing Instructions
      II. Special Situations
          A. Fact Finding Process
          B. Changes
          C. Card Test
          D. Verification Procedures
          E. Emergency Cards
          F. Restoring Accounts
            1. Long Distance Service
            2. Card Provisioning Process Account
          G. Downtime
          H. Special Cards
            1. Situations
            2. Guidelines
        III. Rewards
            A. Strategy
            B. Structure
            C. Tracking Systems
              1. Account Maintenance
              2. Account Update
            D. Eligibility
            E. Enrollment
          IV. Eligibility
              A. Process
              B. Benefits
            V. Products and Features A Features
                B. Benefits
                C. Service Provision
                D. Inquiries
              VI. Customer Sales
                  A. Features Vs Benefits
                    1. Customer Needs
                    2. Statements
                  B. Plan
                  C. Process
                    1. Fact Find
                    2. Effective Messages
                    3. Recommendations
                    4. Close Sale
                    5. Customer Concerns
                  D. Customer Resistance
                    1. Causes
                    2. Steps
                    3. Opportunities
                  E. Legislation
                VII. Winning Back Customers
                    A. Philosophy
                    B. Benefits
                    C. Impact
                    D. Strategy
                      1. Offers
                      2. Promotions
                      3. Guarantees
                    E. Process
                    F. Order
                      1. Procedure
                      2. Use
                    G. Spinner
                    H. Slammer
                      1. Definition
                      2. Resolution
                    I. Reconfirmation
                      1. Use
                      2. Process
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