Maricopa Community Colleges  CSI134   20014-20036 
Official Course Description: MCCCD Approval: 05/22/01
CSI134 20014-20036 LEC 3 Credit(s) 3 Period(s)
Bankcard Industry Sales Communications
Bankcard industry phone sales communications. Covers the Welcome Call program, phone etiquette, and customer support procedures. Also includes the Fair Debt Collection Practices Act (FDCPA) as well as techniques for effective positioning and selling. Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSI134   20014-20036 Bankcard Industry Sales Communications
1. Summarize procedures for signing on and off the phone. (I)
2. Demonstrate procedures for transferring and conferencing calls. (I)
3. Demonstrate appropriate phone etiquette. (I)
4. List required fields of the Welcome Call program. (II)
5. Explain the use of the customer support program. (III)
6. Explain FICO scoring. (III)
7. Demonstrate procedures for navigating with the e-mail and Intranet systems. (IV)
8. Explain provisions of the Fair Debt Collection Practices Act (FDCPA). (V)
9. Identify customer characteristics. (VI)
10. Identify and describe the framework for telephone selling. (VI)
11. Summarize techniques for establishing "presence" on the phone. (VI)
12. Use questioning skills to determine customer need. (VI)
13. Demonstrate effective positioning techniques. (VI)
14. Describe elements of the Objection Resolution model. (VI)
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MCCCD Official Course Outline:
 
CSI134   20014-20036 Bankcard Industry Sales Communications
    I. Basic Phone Skills
        A. Sign On/Off
        B. Conference Call
        C. Transfers
        D. Buttons
        E. Call Codes
        F. Work Codes
        G. Phone Etiquette
          1. Greetings
          2. Closings
          3. Tone
          4. Humor
          5. Positive Phrases
          6. Time
      II. Welcome Call Program
          A. Required Fields
            1. Address
            2. Residence Years
            3. Own/Rent
            4. Date of Birth
            5. Social Security Number
            6. Home Phone
            7. Work Phone
            8. Phone From
          B. Offers
            1. Traditional
            2. Monthly Fee
            3. Existing Cardmembers
          C. Special Situations
            1. Address Change
            2. State of Wisconsin
            3. Non-Matching Social Security Numbers
            4. Card Already Issued
            5. Fraudulent Suspect
          D. Features
          E. Credit Lines
          F. Fees
          G. Memos
            1. Use
            2. Procedures
        III. Customer Support
            A. Purpose
            B. Procedures
              1. Application Search
              2. Application Access
              3. Verification Completion
              4. Detail Review
              5. Additional User
              6. Marketing Information
              7. Bureau Address
              8. Memos
              9. Incomplete Applications
              10. Edit
              11. Suppressed Mailing
            C. FICO Scoring
              1. Use
              2. Procedures
          IV. Communications
              A. E-Mail
                1. Policies
                2. Procedures
                3. Icons
                4. Tools
                5. Windows
                6. Folders
                7. Etiquette
              B. Intranet
                1. Policies
                2. Procedures
                3. Icons
                4. Tools
                5. Windows
                6. Folders
            V. Fair Debt Collection Practices Act (FDCPA)
                A. History
                B. Unethical Practices
                C. Terms
                  1. Communication
                  2. Consumer
                  3. Credit
                  4. Debt
                  5. Location Information
                  6. Third Party
                  7. Debt Collectors
                D. Provisions
                  1. Language
                  2. Etiquette
                  3. Collection Procedures
              VI. Telephone Selling
                  A. Challenges
                  B. Opportunities
                  C. Customer Characteristics
                    1. Knowledgeable
                    2. Competitive
                    3. Skeptical
                    4. Slow to Make Decisions
                    5. Complex
                    6. Demanding
                    7. Financially Squeezed
                    8. More Aware
                  D. Sales People
                    1. Product
                    2. Quasi-Consultative
                    3. Consultative
                  E. Dialogue Framework
                    1. Opening
                    2. Customer Needs
                    3. Product Positioning
                    4. Objections
                    5. Close/Action Steps
                    6. Follow-Up
                  F. Opening Process
                    1. Presence
                    2. Rapport
                    3. Voice Pattern
                  G. Questioning Techniques
                  H. Listening Skills
                  I. Positioning
                    1. Use
                    2. Techniques
                  J. Checking
                    1. Use
                    2. Techniques
                  K. Objection Resolution Model
                    1. Empathy
                    2. Questions
                    3. Positioning
                    4. Checking
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