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 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

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.

SPD 121 / SPD 120 / SPD 125

Public Speaking / Interpersonal Communication / Personal Communication

3 credits

SPD 121 / Public Speaking

This course is designed to meet the needs of people who wish to improve their ability to prepare and deliver effective oral presentations before an audience. This fundamental speech course emphasizes creation of ideas, research techniques, outlining, audience analysis, organization and delivery techniques. Students will deliver a variety of speech types including informative and persuasive. 3 hrs. lecture/wk.

SPD 120 / Interpersonal Communication

This course focuses on the principles of effective speech communication in small group and one-to-one relationships. Theory and practice of interpersonal communication are studied and applied to a variety of life situations. The course focuses on perception, self-concept, listening, conflict, language, nonverbal communication and culture as they relate to interpersonal relationships. 3 hrs. lecture/wk.

SPD 125 / Personal Communication

This course examines the theory and concepts of the most frequently used human communication skills, interpersonal communication and public speaking, in a variety of contexts. The course demonstrates the natural relationships between communicating one-to-one and in public, showing that skills in one can be employed in the other, and also provides practice and development of skills in both areas. 3 hrs. lecture/wk.

TOTAL HOURS

15

Second Semester

MKT 146

Introduction to Social Media Marketing

3 credits

Students in this course will survey usage of social media for marketing purposes. This course will study the relevance and importance of new and emerging marketing processes within social media. Students will analyze basic practical social media as well as learn “best practices” and use different social media throughout the class to create content. 3 hrs. lecture/wk.

MKT 202

Consumer Behavior

3 credits

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 consumer-research findings used in the professional practice of marketing.

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 / 290

Services Marketing / Capstone: Marketing Management

3 credits

MKT 234 / Services Marketing

Prerequisite or co-requisite:  MKT 230

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 290 /  Capstone: Marketing Management

Prerequisites : MKT 134 and MKT 205 and MKT 230 or department approval

Prerequisite or co-requisite: MKT 180

Upon successful completion of this course, the student should be able to identify problems, develop and describe the situational analysis, formulate alternative solutions, and reach and explain a decision for each issue. In addition, the student should be able to apply the knowledge of marketing and management concepts and techniques in the analysis of cases and actual business situations. The student will finalize a resume and marketing portfolio.

MKT 275

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.

MKT 284

Marketing Management Internship I

1 credits

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.

TOTAL HOURS

16

Total Program Hours: 31