Up Selling and Sales Techniques
Course Description
This comprehensive 8‐hour course is designed to equip staff with the essential skills and knowledge to excel in customer care, telephone etiquette, up‐selling, and sales techniques. Through a combination of interactive lectures, practical exercises, and real‐ life scenarios, participants will gain insights into building lasting client relationships, maximising revenue opportunities, and enhancing the overall customer experience.
Participants: Maximum of 10 participants per group.
Language of instruction: English
Next Intake: This will be announced on EVA’s social media
Type of Learners: Post-secondary learners, working adults
Assessment modes: Written, oral and practical in all course programmes
Grading system: A to F system: A – 80-100, B 70-80, C 50-69, D 41-49 and F 0-40
Pass mark 50%
Mode of Learning: Part-time face-to-face
Breakdown of learning hours: 1 credit = 25 hours of learning. Per credit: Contact hours 20%; Supervision 20%; Practice 40%, Self-study and Assessment 20%.
Delivery of modules: Individual modules will be announced at the start of the programme to fit the work-based learning and practical schedules. Our programmes are structured around a modular system of qualifications, designed to provide flexibility and responsiveness to both learners and industry partners. Given the strong work-based learning component of our programmes, it is not always possible to apply a uniform delivery model across all courses. Therefore, modules may be delivered on a weekly, monthly, or semester basis, depending on the specific requirements of the course and the availability of industry placements.
The exact delivery structure for each module or programme will be announced by the respective trainer at the start of the course, taking into account:
- the availability of work-placement opportunities,
- the learners’ and workers’ schedules, and
- the capacity of host industries to accommodate training and practical experience.
This flexible approach ensures that EVA can maintain high-quality, relevant, and industry-aligned training, while supporting both learners’ educational needs and the realities of the workplace environment.
Exit Awards: Not Applicable
Fees: cfr individual qualifications
Location: EVA, Corradino Industrial Park, Paola
Category: Further Education up to L4
Learning Outcome
- Explain the principles of effective customer service.
- Demonstrate communication techniques to address customer needs and complaints.
- Handle challenging situations and resolve customer concerns professionally.
- Apply company policies and procedures in customer care scenarios.
- Deliver services in a courteous, efficient, and customer-focused manner.
- Use appropriate language and behaviour when dealing with diverse clients.
- Maintain accurate records of customer interactions.
- Operate basic digital tools used in customer service environments.
- Work as part of a team to enhance customer satisfaction.
- Reflect on customer feedback to improve service delivery.
List of Modules
Module 1: Foundations of Customer Care (2 hours)
Module 2: Etiquette and Communication Skills (2 hours)
Module 3: Up selling and Cross‐Selling Techniques (2 hours)
Module 4: Sales Techniques & Closing Strategies (2 hours)
Providers
Name: European Vocational Academy (EVA)
License: 2023-24
Website: https://www.europeanvocationalacademy.com/
Address: EVA / SALTWAVE LTD
KW14, Corradino Industrial Park
Paola PLA 3000, Malta
