Client Services / Sales Support Job Training | Year Up

Sales & Customer Support

Client Services & Sales Support

Year Up's Client Services & Sales Support specialty prepares students for job functions in customer service, Customer Relationship Management (CRM) system use, professional written and verbal communications, and introductory sales with practical skills in communication, customer service and sales. Training is geared toward concepts and practical application of customer service constructs such as problem-solving, active listening, de-escalation, and professional communications; use of CRM systems to enter, update, query and report on customer and sales data and take a customer record through the stages of an engagement cycle; utilizing Outlook to engage clients and manage customer interactions; sales basics including concepts such as the sales cycle, sales roles, products, relationship management, and sales tools and techniques along with practical application in a sales or personal banking work context.

Industry Training Focus Areas

Customer-Based Communications
Customer-Facing Presentation
Customer Service Fundamentals
Sales Fundamentals
Year Up’s Essential Skills Training

Industry Skills Development at a Glance: You'll Learn How To...

Articulate a product’s value proposition, utilizing strategies and applying company values to tailor a sales pitch to customer needs/concerns
Build rapport and nurture relationships over time with customers during sales interactions
Identify and close on opportunities for upselling and cross-selling during a customer interaction (e.g. active listening, problem solving, negotiation, effective inquiry)
Develop, identify, and qualify sales leads through various channels

Essential Skills Development at a Glance: You'll Learn How To...

Communicate professionally in-person and over digital platforms by utilizing strategies, tools, and feedback to adapt to the environment
Participate in meetings by contributing to conversation and supporting with planning and follow up actions across a team
Navigate challenging situations by regulating reactions to display grit and maintaining a positive composure
Utilize common management, editing, and conference tools such as Microsoft Outlook, PowerPoint, and Zoom
Gather and analyze data to provide support to and generate ideas for a business

Pursue opportunities for professional growth and maintain a well-formed resume

Training at Work: Typical Job Tasks

Generate sales through renewals, upselling, and cross-selling
Support staff by managing sales performance to drive improvements and escalating situations as needed
Identify, research, and qualify new opportunities
Utilize customer relationship management (CRM) systems to record and access information about clients and sales leads