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March 05, 2019
Advanced Customer Service & Sales Course
Hello! Please allow me to share information about CVCC’s Advanced Customer Service and Sales Class that will kick off in April. I have attached a class description.
I am working to get the message out to potential students and employers that may benefit from recruiting our students and/or advancing their recruits or current workforce. I appreciate any support that you can provide in referring candidates and area employers to this program. Anita Hogan, Program Improvement Specialist, is helping to promote this class and she will be assisting candidates to maneuver through all of the funding resources. Anita can be reached at (434) 832-7610 Anita communicates in person, by phone and email. She is also open to scheduling appointments to work with students one-on-one. Her main focus is to help connect prospective students to our FastForward Credentialing Programs and to provide support throughout the class and up to approximately 6 months following the class.
The full cost of the class is $840 which covers tuition, books, materials and exams. Students have an opportunity to re-test, if needed, at no additional cost. If a student struggles academically they may receive additional assistance through the Adult Education Center Program, a partnering organization. CVCC has a Career Coachthat is available to support students throughout the duration of the class. The coach serves as a champion for the students by providing encouragement and connecting students to regional resources needed to overcome barriers.
The funding for this course is phenomenal. Prospective students meeting the Workforce Credential Grant (WCG) ( eligibility criteria may qualify for a two-thirds discount which reduces the cost of the class to $280. A student that qualifies for WCG and can demonstrate financial need may qualify for The Financial Aid for Noncredit Training leading to Industry Credentials (FANTIC) program ( If so, the class cost may be reduced to $28.
If a student meets the WCG Criteria and resides in one of the 40 tobacco-dependent localities in Southern and Southwest Virginia they may qualify for an additional discount which will reduce the tuition cost by one-sixth which will reduce the cost to $140. This funding is provided by the Virginia Tobacco Region Revitalization Commission. Eligible Counties and Cities can be viewed at: Appomattox, Bedford and Campbell Counties are tobacco-dependent localities in the Greater Lynchburg Region.
The Virginia Career Works Center is an additional resource that a student may be referred to. Center representatives can assist individuals with conducting job searches, updating skills, networking with area employers and providing funding for training through the Workforce Innovation and Opportunity Act (WIOA). Prospective students that qualify for funding may be able to reduce their cost for the CS course to $0.
CVCC staff work with individuals to connect them to all resources that align with their need and interest. All funding, services, terms and schedules are subject to change without notice.  
Cost reductions are benefitting employers that are absorbing the training costs for recruits and incumbent workers who are eligible for funding resulting in big savings! I am available to provide additional information to area businesses interested in learning more. This course can be offered to the general public as open enrollment courses and/or custom designed courses for unique groups. Employers can also participate in student engagement opportunities and connect with CVCC’s newly trained and credential students.  
The Advanced Customer Service and Sales Program offers students the opportunity to:  
  • Learn and advance knowledge and skills in customer service and sales
  • Sharpen employability and life skills
  • Develop and/or update resume and LinkedIn profile
  • Practice best practices in interviewing
  • Gain access to CVCC’s Career Services
  • Attain two nationally recognized industry credentials
  • Demonstrate a competitive edge in the job market
  • Career-Ready and prepared to engage with area employers through application processesjob fairsinterviewsemployment and career advancement.
Participating instructors, guest speakers and facilitators represent an exceptional group of professionals from the college, partnering organizations and the business community – all of which are excited to share their expertise and committed to student success!
Please help us spread the message about this exciting and new opportunity. We welcome all opportunities to speak to individuals and/or groups.
Thank you again! I appreciate the opportunity to share information with you and I hope that you will find it of benefit.
Warmest Wishes,
Francie C. Dye
Workforce Training Coordinator
DATES: April 8-30, 9am-4pm, Mon.-Thurs.
You can complete this course in only 4-weeks!

FULL TUITION ............................$840*
With FastForward..........................$280
With FastForward /Tobacco .........$140
With FastForward / FANTIC..........$28
With WIOA...................................... $0

General Information - 63 total hours of instruction
Course Materials - All materials are included with tuition
Exam - Exam fees are included with tuition

Course Description
The CVCC Workforce Solutions Advanced Customer Service and Sales Program is designed to expand skills in sales and service-focused industries.

Students will learn the skills for success in customer service including how to prepare for selling, gain customer commitment, close a sale, and develop/implement plans for selling and follow-up.

The course includes workforce and career readiness competencies as consistently defined by a cross section of employers in Virginia, and across the nation.

*Customer Service and Sales
*Advanced Customer Service and Sales

Accrediting Agency
National Retail Federation (NRF) Foundation

Begin a rewarding career in Customer Service!
*Financial assistance available for eligible students

Industry Overview *
*Customer service profession
*Service centered culture
*Customer behavior
*Distribution channels

Skills for Success 
*Verbal /nonverbal communication
*Listening skills
*Professional presentation

Understanding Customer Service
*Customer satisfaction strategies
*Product and service knowledge
*Customer need assessment
*Customer Education

Building and Maintaining Relationships
*Behavior that builds customer relationships
*Service breakdown and service recovery
*Customer service via digital technology
*Cultural diversity
*Ethical behavior

Business Operations
*Inventory control basics
*Loss prevention
*Procedures for workplace safety 
*Retail mathematical calculations

Selling and Service
*Product features and benefits
*Project demonstration
*Overcoming objections
*Closing the sale

Job Seeking Skills  
*After course strategies

3506 Wards Road, Lynchburg, VA 24502 ♦ 
Patrick Gatti, Director, CVCC Bedford Center
(434) 832-7286