Customer Service and Sales

The minimum age requirement to sit for the credential exam is 15 years of age or 10th grade standing.

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Skills Standards

Learns About Products and/or Services

• Seeks out and participates in training opportunities to support products, services and to further
develop customer service skills.
• Remains current regarding products, services, and industry standards.
• Tests or samples products and/or services to build recommendations for customers.
• Researches and reviews relevant data on competitors’ products and/or services.
• Arranges service recovery and handles service failures.

Assesses and Meets Customer Needs

• Greets and engages the customer in a personal and professional manner.
• Assesses the customer’s needs while determining the customer’s knowledge of products or
services to promote customer loyalty.
• Listens attentively and responds effectively to customers’ comments and questions.
• Identifies the customer’s budget through active listening.
• Uses customer feedback to improve customer satisfaction.

Educates Customers

• Explains levels of product or service value to customers in a way that is relevant to their needs.
• Recommends comprehensive solutions, products, services, and related items based on
customer needs.
• Educates customer about service policies and related resources (e.g., returns, warranties,
guarantees, service plans, support plans, instruction).
• Knows when to ask for help, support, and advice