DEGREES / SALES AND CUSTOMER RELATIONS

Sales and Customer Relations Certificate

JCCC’s sales and customer relations program is designed for people employed in sales who wish to refine their skills or those who are contemplating a career in sales. The program focuses on the steps involved in the selling process and the delivery of effective customer service. Students who complete the program may find careers in sales (retail, wholesale or manufacturing) or in the customer service departments of stores, businesses and manufacturers.

All of the 31 credit hours required for the sales and customer relations certificate apply toward JCCC’s 64-credit-hour marketing and management associate of applied science degree.

Suggested/Sample Course Sequence

The sequence taken by the student may vary depending on prerequisites, course availability, and personal/ professional responsibilities.

(Major Code 4920; State CIP Code 52.1401)

First Semester

MKT 121

Retail Management

3 credits

As you stroll downtown on a Saturday, you walk by a storefront with displays and colors so inviting, it stops you right in your tracks. The goal of this course is to teach you to be this business. To learn how to make a statement starting at the sidewalk and ending with each customer feeling like they have your full attention. Let’s keep your strategy feeling simple and your reflection looking powerful.

Upon successful completion of this course, the student should be able to describe and analyze retail store organization and operation including customer markets, store location and design, human resource management, merchandise planning and control, and retail promotion. 3 hrs. lecture/wk.

MKT 134

Professional Selling

3 credits

The term “sales” can be intimidating in the eyes of a beginner. Let us show you how to make sale by role playing through scenarios in the classroom because the only way to be ready for the game, is to practice. Discover your sales voice by understanding your impact as the problem solver, the quality enhancer, the trusted opinion. Communicate with confidence so potential customers can give themselves the permission they need to believe in you.

Upon successful completion of this course, the student should be able to describe the process of successful selling. In addition, the student should be able to define the steps of selling and identify appropriate application. The student should also be able to apply selling principles through role-play. Students who have received credit for MKT 133 may not receive credit for MKT 134. 3 hrs. lecture/wk.

MKT 202

Consumer Behavior

3 credits

Customers want to feel understood and you want to know your influence is catching the right eyes. Use insights to speak directly to your consumers because the data on consumer behavior is out there; you just need the right tools to find it.

Upon successful completion of this course, the student should be able to analyze the elements and influences that affect consumer behavior. In addition, the student should be able to apply the basic principles of consumer behavior and insight to the application of consumerresearch findings used in the professional practice of marketing.

ENGL 121

Composition I

3 credits

I’m guessing you don’t speak to your boss and your best friend in the same way. The voice, the verbiage, the topics of discussion: it’s all completely different. Writing entails the same understanding. This course teaches the strategy of the writing process and how to vary your context for different audiences. You will discover your voice through the power of words, understand the details in editing and capture the beauty of expression in writing nonfiction prose literature.

ENGL 106 or appropriate placement test score or both EAP 113 and EAP 117. Composition I focuses on writing nonfiction prose suitable in its expression and content to both its occasion and its audience. Students will have an opportunity to improve in all phases of the writing process: discovering ideas, gathering information, planning and organizing, drafting, revising and editing. Each text written in the course should clearly communicate a central idea or thesis, contain sufficient detail to be lively and convincing, reflect the voice of the writer and use carefully edited standard written English. Some sections of this course are tailored to meet the needs of specific student populations, such as veterans or Honors students, or students in specific programs, such as Hospitality or Technology. By the end of the semester, students should have completed at least 20 pages (approximately 5,000 words) of revised and edited prose. Students must take the JCCC writing assessment test or submit an ACT score of 19 or higher before enrolling. For more information, see a JCCC counselor. 3 hrs. lecture/wk.

MKT 284

Marketing Management Internship I

1 credit

People commonly use the phrase ‘real-world experience’ when talking to students about life after college. To give you a head start, we let you see it for yourself. Through our internship program, you will be on a first name basis with marketing professionals across the city. Sit in on meetings, spend time with employees and set yourself up with the chance to understand a new work place that might just guide you towards your dream job.

Upon successful completion of this course, the student should be able to apply classroom knowledge to an actual work situation. This course offers work experience under instructional supervision in an approved training situation designed to provide practical experience in marketing and management. A minimum of 48 hours, per semester, of on-the-job training is required.

MKT 205

eMarketing

3 credits

How often are you without your phone? For most people, the answer is never. It’s our music when we’re working out, our social lives when we’re at home, our map when we’re lost and our tool to become the master of all things thanks to YouTube. Marketing understands this new generation of constant connectivity and through this course, you will learn the types of media planning that allows you master email marketing. Learn the behind the scenes strategy and how to market your company so people can’t help but notice what you are doing.

The Internet has led to an increasingly connected environment, and the growth of Internet usage has resulted in the declining distribution of traditional media: television, radio, newspapers, and magazines. Marketing in this connected environment and using that connectivity to market is eMarketing. In this course, the student will understand and recognize the importance of an integrated eMarketing communications plan in order to coordinate all of the promotional mix and marketing communications elements for today’s businesses. Topics of study include advertising, direct marketing, sales promotion, social media, web design, public relations and interactive media. The course integrates theory with planning, management and strategy plus hands-on experience. eMarketing explores how to use integrated web, email and database technologies in pre-built, personalized marketing campaigns to acquire and retain customers. Upon completion, the student will be able to develop an effective eMarketing communications program. 3 hrs. lecture/wk.

TOTAL HOURS

16

Second Semester

BUS 150

Business Communications

3 credits

We want you to walk the walk and talk the talk. In order to be fully successful in business communication, you must conduct yourself professionally in person and via email. You will learn to effectively present in any business situation. This course could be the eye opener that helps you find your niche in business communications.

Upon successful completion of this course, the student should be able to explain the role of communication in the business environment and identify the most effective methods for creating, sending and receiving messages. In addition, the student should be able to use effective oral and written communication skills in business; write and evaluate business documents, including letters, memos, and reports using the principles of correct style, organization and format; and prepare an effective oral business presentation.

MKT 221

Sales Management

3 credits

There is no “I” in team, but there is a way to find the right  team? Create a salesforce that’s effective and learn how to lead advantage teams that always make wins.

Upon successful completion of this course, the student should be able to identify skills necessary to manage a sales force and develop a plan for recruitment selection, training, motivation and evaluation. In addition, the student should be able to describe and analyze techniques to forecast and plan sales and audit results. 3 hrs. lecture/wk.

MKT 234

Services Marketing

3 credits

This course will show you how to define and market intangible services. Learn how to establish a quality business and build a foundation that makes your business top of mind, and your competitors a distant second.

Upon successful completion of this course, the student should be able to describe the functioning of a services economy. In addition, students should be able to describe and define the nature and characteristics of services and the way services are required to be marketed because of their intangible core. Additionally, students should be able to describe service quality, the foundation of services marketing and the success factors in services marketing. 3 hrs. lecture/wk.

MKT 230

Marketing

3 credits

Let’s start with the basics. This course will teach you the fundamentals for successful marketing. Getting a product from the manufacturer to the consumer is not always as simple as Amazon makes it seem. There are key roles that wholesalers, retailers, distributors and manufacturers play in order to get the products into the hands of the right customer.

Upon successful completion of this course, the student should be able to explain the concepts of production, consumption and distribution in relation to a free enterprise economy; list the basic channels of distribution available to the manufacturer of consumer and industrial products; explain and compare the distribution functions of the manufacturer, wholesaler and retailer; and state the procedures necessary to develop a total marketing plan for a given product, service or product line. In addition, the student should be able to discuss the fundamental principles of consumer behavior in the buying process and apply those principles to target market strategies. 3 hrs. lecture/wk.

Check Availability

MKT2 75

Marketing Analytics and CRM (Customer Relationship Management)

3 credits

The modern-day mystery: who are you and what made you purchase? Data analytics gives you the clues you need to solve the ongoing unpredictability of consumers. Competitions, incentives, social media exposure: what is it that makes a business thrive? Enroll in this class because you are interested in learning the most up-to-date technologies in marketing analytics. Evolve to the ‘aha’ moment when you realize the promising connection between customer relationship management (CRM), analytics and Return on Marketing Investment (ROMI). Regardless of your desired industry, your ability to maintain profitable customer relationships will raise executive eyebrows. Equip yourself with skills in database management and CRM so when job interviews come around, you are the to key higher profits. Gather your data analytics because you are going to love solving this mystery.

This course will focus on the principles and strategic concepts of marketing analytics and customer relationship management (CRM). Digital marketing analytics uses digital models and metrics to improve marketing decisions and return on marketing investment (ROMI). Students will analyze the most up-to-date technologies in digital data analytics, automated marketing, database management and CRM, as well as the role of business intelligence based on data in this process. Furthermore, the student will interpret the value of analytics and CRM in uncovering the human element in data and discovering behavioral insights that lead to higher profits. At the core of this class is the application of database marketing and maintaining profitable customer relationships. 3 hrs. lecture/wk.

TOTAL HOURS

15

Total Program Hours: 31