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Ch 18: ILTS Business: Selling & Customer Service

About This Chapter

They are two of the key ideas in the business world: selling and customer service. Study these concepts by watching video lessons as you review for the business, marketing, and computer education exam from Illinois Licensure Testing Systems (ILTS).

ILTS Business, Marketing, and Computer Education: Selling and Customer Service - Chapter Summary

Make the most of your review time; use these video lessons to help you review for the ILTS certification test in business. Video instructors use simple, everyday language and examples you can relate to in making engaging lessons that go over the most important vocabulary and concepts in each lesson.

The lessons in the Selling and Customer Service chapter include:

  • Customer relationship management and marketing technology
  • Customer service
  • Dealing with customer complaints
  • Operations management: focusing on production efficiency and customer satisfaction
  • Personal selling: the steps of the selling process
  • Relationship selling vs. traditional methods: definition and purpose
  • Sales techniques

ILTS Business, Marketing, and Computer Education: Objectives

The ILTS Business, Marketing, and Computer Education examination determines your eligibility for teacher licensing in your subject area. The exam consists of 125 multiple-choice questions.You'll receive a score of 100-300 on the exam. You'll need a score of 240 or greater to apply for licensing.

Our video lessons each include a self-assessment quiz, which helps you prepare in two ways:

  • Quiz questions allow you to gain experience with the types of questions found on the exam
  • Your scores on the quizzes let you know how well you're remembering the material

4 Lessons in Chapter 18: ILTS Business: Selling & Customer Service
Test your knowledge with a 30-question chapter practice test
Relationship Selling vs. Traditional Methods: Definition and Purpose

1. Relationship Selling vs. Traditional Methods: Definition and Purpose

Successful long-term sales campaigns focus on establishing long-term relationships with customers to increase overall satisfaction and sales. Learn about the benefits of relationship selling and how it contrasts with traditional methods of selling products.

Personal Selling: The Steps of the Selling Process

2. Personal Selling: The Steps of the Selling Process

Part of a variety of promotional types, personal selling is any person-to-person interaction where the purpose is to influence a purchase. This lesson examines the sales cycle, the steps of the selling process and their importance.

Operations Management: Focusing on Production Efficiency & Customer Satisfaction

3. Operations Management: Focusing on Production Efficiency & Customer Satisfaction

Operations management involves overseeing and controlling the manufacturing process, which includes materials planning, process planning, capital requirements, and human capital. Explore operations management and strategies for improving production efficiency.

Customer Relationship Management and Marketing Technology

4. Customer Relationship Management and Marketing Technology

Customer relationship management (CRM) is the process of marketers using effective marketing strategies to attract consumers and motivate them to become loyal customers. Learn about the goals of CRM and the methods of marketing technology that CRM relies on to achieve these goals.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken
More Exams
There are even more practice exams available in ILTS Business: Selling & Customer Service.

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