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Unit
COMMUNICATION SKILLS




Performance Element
Read to acquire meaning from written material and to apply the information to a task.




Performance Indicators
Analyze company resources to ascertain policies and procedures (CO:057) (CS) (SUPPLEMENTAL)




Performance Element
Write internal and external business correspondence to convey and obtain information effectively.




Performance Indicators
Write business letters (CO:133) (CS) (SUPPLEMENTAL)

Write information messages (CO:039) (CS) (SUPPLEMENTAL)

Write inquiries (CO:040) (CS) (SUPPLEMENTAL)




Unit
CUSTOMER RELATIONS




Performance Element

Foster positive relationships with customers to enhance company image.


Performance


Indicators
Demonstrate a customer-service mindset (CR:004) (CS) (SUPPLEMENTAL)

Reinforce service orientation through communication (CR:005) (CS) (SUPPLEMENTAL)

Respond to customer inquiries (CO:006) (CS)

Adapt communication to the cultural and social differences among clients (CR:019) (CS) (SUPPLEMENTAL)

Interpret business policies to customers/clients (CR:007) (CS) (SUPPLEMENTAL)



Performance Element

Resolve conflicts with/for customers to encourage repeat business.


Performance

Indicators

Handle difficult customers (CR:009, CR LAP 3) (CS) (SUPPLEMENTAL)

Handle customer/client complaints (CR:010) (SUPPLEMENTAL)

Performance Element

Reinforce company’s image to exhibit the company’s brand promise.


Performance

Indicators

Identify company’s brand promise (CR:001) (CS)

Determine ways of reinforcing the company’s image through employee performance (CR:002) (CS)


Unit
MARKETING




Performance Element

Understand marketing’s role and function in business to facilitate economic exchanges with customers.


Performance Indicators

Explain marketing and its importance in a global economy (MK:001, MK LAP 4) (CS)—Review

Describe marketing functions and related activities (MK:002, MK LAP 1) (CS)







Unit

PROFESSIONAL DEVELOPMENT





Performance Element

Understand career opportunities in marketing to make career decisions.



Performance Indicators

Explain employment opportunities in marketing (PD:024) (CS)



Unit

CHANNEL MANAGEMENT


Performance Element

Acquire foundational knowledge of channel management to understand its role in marketing.

Performance


Indicators

Explain the nature and scope of channel management (CM:001, CM LAP 2) (CS)

Explain the relationship between customer service and channel management (CM:002) (CS)

Explain the nature of channels of distribution (CM:003, CM LAP 1) (CS)

Describe the use of technology in the channel management function (CM:004) (CS)

Explain legal considerations in channel management (CM:005) (SP) (SUPPLEMENTAL)

Describe ethical considerations in channel management (CM:006) (SP) (SUPPLEMENTAL)


Unit


MARKETING-INFORMATION MANAGEMENT

Performance Element


Acquire foundational knowledge of marketing-information management to understand its nature and scope.

Performance

Indicators


Describe the need for marketing data (IM:012, IM LAP 12) (CS)

Identify data monitored for marketing decision making (IM:184, IM LAP 11) (SP)

Explain the nature and scope of the marketing information management function (IM:001, IM LAP 2) (SP)

Explain the role of ethics in marketing-information management (IM:025) (SP) (SUPPLEMENTAL)

Describe the use of technology in the marketing-information management function (IM:183) (SP)

Describe the regulation of marketing-information management (IM:419) (SP) (SUPPLEMENTAL)





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