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Instruction in this lesson should result in students achieving the following objectives:  \n1 Know the product and the intended customer base.  \n2 Develop a listing of customer needs and requests.  \n3 Practice soft skills related to quality customer service.  \n4 Practice standard register procedures.  \n5 Use appropriate phone skills for sales.  \n􀀂 Resources. The following resources may be useful in teaching this lesson:  \n“Professionalism”. Accessed December 19, 2014, [http://www.dol.gov/odep/topics/youth/](http://www.dol.gov/odep/topics/youth/)[ ](http://www.dol.gov/odep/topics/youth/)[softskills/Professionalism.pdf](softskills/Professionalism.pdf.)[.](softskills/Professionalism.pdf.)  \n“Soft Skills to Pay the Bills”. Accessed December 17, 2014, [http://www.dol.gov/odep/](http://www.dol.gov/odep/)[ ](http://www.dol.gov/odep/)[topics/youth/softskills/](topics/youth/softskills/.)[.](topics/youth/softskills/.)  \n“Ten Tips for Successful Business Networking”. Accessed December 19, 2014, [http://www.businessknowhow.com/tips/networking.htm](http://www.businessknowhow.com/tips/networking.htm).  \nLesson: Standard Operating Procedures (SOP) for Sales Page 1 􀀂 [www.MyCAERT.com](www.MyCAERT.com)  \nCopyright © by CAERT, Inc. | Reproduction by subscription only. | L720079  \n􀀂 Equipment, Tools, Supplies, and Facilities  \n􀀂 Overhead or PowerPoint projector  \n􀀂Visual(s) from accompanying master(s)  \n􀀂 Copies of sample test, lab sheet(s), and/or other items designed for duplication  \n􀀂 Materials listed on duplicated items  \n􀀂 Computers with printers and Internet access  \n􀀂 Classroom resource and reference materials  \n􀀂 Key Terms. The following terms are presented in this lesson (shown in bold italics):  \n􀀂 benefits  \n􀀂 Chamber of Commerce  \n􀀂 communication  \n􀀂 customer base  \n􀀂 customer relationship management  \n􀀂 Excel  \n􀀂 features  \n􀀂 market  \n􀀂 networking  \n􀀂 professionalism  \n􀀂 tender  \n􀀂 till  \n􀀂 training manuals  \n􀀂 soft skills  \n􀀂 Interest Approach. Use an interest approach that will prepare the students for the lesson. Teachers often develop approaches for their unique class and student situations. A possible approach is included here.  \nAccording to Monster. com unprofessionalism is a top reason why people get  \nfired from a job. Lying, gossiping, and too much Internet use are high on the list.  \nSocial media is not a place to talk about work if you want to stay employed.  \nLesson: Standard Operating Procedures (SOP) for Sales Page 2 􀀂 [www.MyCAERT.com](www.MyCAERT.com)  \nCopyright © by CAERT, Inc. | Reproduction by subscription only. | L720079  \nCONTENT SUMMARY AND TEACHING STRATEGIES  \n Objective 1:  Know the product and the intended customer base.  \nAnticipated Problem: How do you know the product and the intended customer base?  \nI. Product Information  \nA. It is essential to know and understand the product being sold. Product training may be provided by the store or manufacture. The customer looks to the sales associate as the expert on the product. The sales associate will need to know the features to identify the characteristics of the product. For example, a feature of the bracelet is that it has a magnetic closure. The benefits are the strengths of the product for the customer. For example, the bracelet’s magnetic closure will make it easy to get on by you.  \n1. Product training may reach the sales associate in many ways. The following are ways to train sales associates:  \na. Product training manuals are documents from the manufacturer that describe the features and benefits of the product.  \nb. Training DVDs  \nc. Teacher led class  \nd. Online videos  \nII. Customer Base  \nA. The customer base is the type of people and the location of the people that visit the store. A store needs to understand the customer base in order to market (adver","cbCaiht9zDQD1tOw","https://ap.wps.com/l/cbCaiht9zDQD1tOw","pdf",1000879,"English","# Student Learning Objectives\n## Product knowledge and customer base\n## Customer needs and requests\n## Soft skills for quality service\n## Standard register procedures\n## Phone skills for sales\n# Resources and Key Terms\n## Interest Approach\n# Content Summary and Teaching Strategies\n## Objective 1: Know the product and the intended customer base\n## Objective 2: Develop a listing of customer needs and requests","[{\"question\":\"What should students learn about product knowledge and the intended customer base?\",\"answer\":\"Students should know the product and understand the intended customer base. They learn that product training supports the sales associate in identifying product features and communicating benefits to the customer.\"},{\"question\":\"How can customer needs and requests be developed and recorded?\",\"answer\":\"Customer needs and requests can be tracked by using organized methods such as customer relationship management (CRM) software and tools like Excel. The goal is to provide the right goods for the customer base and support business profit decisions.\"},{\"question\":\"Which soft skills and sales procedures are emphasized in the SOP?\",\"answer\":\"The lesson emphasizes soft skills for quality customer service, standard register procedures, and appropriate phone skills for sales. These elements support professional customer interactions and consistent sales operations.\"}]","Standard Operating Procedures (SOP) for Sales | PDF",1789262100,6]