4.1 Customer Service and Sales
This is a National FFA lesson plan (Unit 4: Business Practices, Lesson One) on Customer Service and Sales within a floriculture context. Students learn aspects of effective communication, buying behaviors, and the sales process, then apply these concepts through a hands-on activity selling a favorite school supply to classmates. The lesson uses a PowerPoint, lecture, application activity, and reflection.
At a glance
- Learning objectives
-
- Discuss aspects of effective communication.
- Evaluate different kinds of customers and sales methods.
- Demonstrate customer service and product knowledge.
- Time required
- 90 minutes
- Materials
-
- “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)
- Previous Knowledge Recommended for this Lesson
- 3.3 Equipment Identification and Floral Crops
- Resources
- 1. Floriculture CDE Handbook 2. “Understanding Ag Sales: A User’s Manual,” https://www.ffa.org/participate/cdes/agricultural-sales
- National Standards for Financial Literacy
- Buying Goods & Services: Benchmarks: Grade 12, Statements 1, 3, 4, and 5 (consumer decisions influenced by price, alternatives, income, preferences; product features; how price is expressed; costs and benefits of information searches)
- 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-M.CommunicationEffectively interact with others in personal and professional settings.
- FFA.PG-J.Mental GrowthEmbrace cognitive and intellectual development relative to reasoning, thinking and coping.
- FFA.PL-A.ActionAssume responsibility and take the necessary steps to achieve the desired results, no matter what the goal or task at hand.
- FFA.PL-C.VisionVisualize the future and how to get there.
- FFA.PL-E.AwarenessUnderstand personal vision, mission and goals.
FFA Precepts
- FFA.CS-N.Decision MakingAnalyze a situation and execute an appropriate course of action.
NASDCTEc
- AGPG01.06Use sales and marketing principles common to agribusiness systems to accomplish AFNR business objectives.