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Call Center Sales & Customer Service

20-104-6 Certificate (C) 6 Credits Not Financial Aid Eligible Location*: Appleton

*Some general education courses may be available at multiple locations.

You can have a successful career in a contact or call center with the knowledge and skills you’ll gain from this certificate. You’ll learn the various computer and equipment applications used on the job. Your training will also emphasize the customer service and communication skills needed for this fast-paced, structured environment. You’ll be ready to hit the ground running.


Course Title
Course Number
Intro to Sales
Examines the basic concepts and principles of sales as they apply to retailing. It includes wholesaling and industrial selling, the function of selling in business and living, careers in personal selling, requirements and rewards, buying motives, product knowledge, prospecting and approach, product presentation, sale closing, account servicing and handling objections.
Customer Service
Focuses on developing skills and attitudes, the importance of the customer and satisfying his/her needs, learning keys to effective customer service, handling problem situations, and retention strategies related to customer service.
The Call Process
Focuses on the call process used in Call Centers. Includes opening a call, managing a call, and closing a call and also stresses the use of interpersonal skills.
Financial Sector Sales
Examines the basic concepts of sales as it relates to the financial sector industry. It includes techniques utilized in call centers with an emphasis on the insurance sector, and provides an introduction to industry related concepts such as property and casualty, business acumen, terminology, etc.

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