Scenario from a practical lesson of a sales technician – 13 scenario HAN01 – Czartajewnorway.edu.pl

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Scenario from a practical lesson

for the profession: COMMERCIAL TECHNICIAN

Qualification: Qualification HAN.01 -Conducting sales.

Class: III

Number of hours: 10 hours

Place of holding classes: Traffic circle Gumieniak W., Marciniak W. and Swajda P. General Partnership.

Topic of practical classes: Applies complaint procedures

Unit Themes:

Complaint procedure
Implementation of the customer’s right to return goods

OVERALL OBJECTIVE OF THE CLASS:

Prepare to perform professional tasks related to after-sales activities.

OPERATIONAL OBJECTIVES:

The student can:

accept the claim in accordance with customer service policies and current laws,
Fill out the claim document,
Inform the customer of rights concerning, for example: returns of goods, guarantees

ACTIVITY OBJECTIVES:

cognitive: Familiarize students with the rules that apply when handling claim requests
Educational: Mastering post-sales skills.
Educational: Forming the habit of order at the workstation

IMPLEMENTATION METHODS:

Demonstration with explanation
Practical work

TEACHING METHODS:

Practical method in natural working conditions under the supervision of the practice supervisor

TEACHING RESOURCES:

Computer with software used in the enterprise,
Forms and claims

FORM OF TEACHING:

Individual exercises