3.2 Customer Service and Sales (PowerPoint)
This is a lesson plan (Unit 3: Business Practices, Lesson Two) from the National FFA Organization that teaches students about customer service and sales within the nursery/landscape context. Students explore effective communication, buying behavior, the sales process, and damage control, then practice through a hands-on role-play activity in which they sell a favorite school supply to a classmate and respond to sales scenarios.
At a glance
- Learning objectives
-
- Discuss aspects of effective communication.
- Evaluate different types of customers and sales methods.
- Demonstrate customer service and product knowledge.
- Time required
- 90 minutes
- Materials
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- "Customer Service and Sales" PowerPoint
- "Understanding Ag Sales: A User's Manual," https://www.ffa.org/participate/cdes/agricultural-sales
- Students' favorite school supplies (They should have these in class with them.)
- Resources
- 1. Nursery/Landscape CDE Handbook, https://ffa.box.com/s/yajzverkriebuvw9d9n16neh6v0a93fe; 2. "Understanding Ag Sales: A User's Manual," https://www.ffa.org/participate/cdes/agricultural-sales; 3. 5 Sales Role Play Examples for Your New Sales Hire, https://www.leadfuze.com/sales-role-play/
- Partnership for 21st Century Skills
- Communication; Critical Thinking and Problem Solving; Flexibility and Adaptability; Implement Innovations; Information Literacy; Initiative and Self-direction; Media Literacy; Productivity and Accountability; Social and Cross-cultural Skills; Think Creatively; Work Creatively with Others
Downloads & Links
Lesson plan
Presentation
Aligned Standards
AFNR Career Ready Practices
- CRP.02Apply appropriate academic and technical skills. Career-ready individuals readily access and use the knowledge and skills acquired through experience and education to be more productive.
- CRP.04Communicate clearly, effectively, and with reason. Career-ready individuals communicate thoughts, ideas and action plans with clarity, whether using written, verbal and/or visual methods.
- CRP.06Demonstrate creativity and innovation.
- CRP.08Utilize critical thinking to make sense of problems and persevere in solving them. Career-ready individuals readily recognize problems in the workplace, understand the nature of the problem, and devise effective plans to solve the problem.
- CRP.12Work productively in teams while using cultural/global competence.
AFNR Performance Element
- ABS.05Use sales and marketing principles to accomplish AFNR business objectives.
Common Career Technical Core
- AG-BIZ5Use sales and marketing principles to accomplish AFNR business objectives.
Common Core – Math Practices
- CCSS.MATH.PRACTICE.MP3Construct viable arguments and critique the reasoning of others.
- CCSS.MATH.PRACTICE.MP6Attend to precision.
Common Core – Reading: Informational Text
- CCSS.ELA-Literacy.RI.9-10.2Determine a central idea of a text and analyze its development over the course of the text, including how it emerges and is shaped and refined by specific details; provide an objective summary of the text.
- CCSS.ELA-Literacy.RI.9-10.8Delineate and evaluate the argument and specific claims in a text, assessing whether the reasoning is valid and the evidence is relevant and sufficient; identify false statements and fallacious reasoning.
Common Core – Writing
- CCSS.ELA-Literacy.W.9-10.2Write informative/explanatory texts to examine and convey complex ideas, concepts, and information clearly and accurately through the effective selection, organization, and analysis of content.
FFA Precept
- FFA.CS-MCommunication: Effectively interact with others in personal and professional settings.
- FFA.CS-NDecision Making: Analyze a situation and execute an appropriate course of action.
- FFA.PG-JMental Growth: Embrace cognitive and intellectual development relative to reasoning, thinking and coping.
- FFA.PL-AAction: Assume responsibility and take the necessary steps to achieve the desired results, no matter what the goal or task at hand.
- FFA.PL-CVision: Visualize the future and how to get there.
- FFA.PL-EAwareness: Understand personal vision, mission and goals.
NASDCTEc
- AGPG01.06Use sales and marketing principles common to agribusiness systems to accomplish AFNR business objectives.
National Standards for Financial Literacy
- Buying Goods & Services: Grade 12, Statement 1Consumer decisions are influenced by the price of a good or service, the price of alternatives, and the consumer's income as well as his or her preferences.
- Buying Goods & Services: Grade 12, Statement 3When buying a good, consumers may consider various aspects of the product including the product's features.
- Buying Goods & Services: Grade 12, Statement 4Consumers may be influenced by how the price of a good is expressed.
- Buying Goods & Services: Grade 12, Statement 5People incur costs and realize benefits when searching for information related to their purchases of goods and services.