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Ch 17: 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 17: 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

Promoting is an important method of communicating the benefits of a product or service. The traditional way of selling does not take into account developing a long-term relationship with customers and is more concerned with just making a sale. The proper way of selling in a marketing environment is relationship selling. This is concerned with solving customer product needs and delivering long-term customer service.

Personal Selling: The Steps of the Selling Process

2. Personal Selling: The Steps of the Selling Process

This lesson introduces you to the concept of personal selling. You will learn about the steps in the personal selling process, including how to close a deal.

Operations Management: Focusing on Production Efficiency & Customer Satisfaction

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

Operations is the lifeblood of any organization - how a business works and processes materials and services helps produce its output. In this lesson we will focus on operations and explain the elements present in it.

Customer Relationship Management and Marketing Technology

4. Customer Relationship Management and Marketing Technology

Customer relationship management helps companies retain customers and boost the effectiveness of their marketing strategies. Watch this video to see how customer relationship management is guided by technology to provide the most appropriate level of customer service.

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

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