Sales and Support Services for Customer Success Training

Learning Outcomes

• Apply sales techniques to identify customer needs and present appropriate products or services.
• Demonstrate effective communication skills to build rapport and trust with customers.
• Analyze customer objections and provide suitable responses to close sales.
• Implement post-sale support procedures to ensure customer satisfaction and retention.
• Evaluate own sales performance and identify areas for improvement.
• Design a customer support plan that addresses common issues and escalations.

Target Audience

Sales representatives, customer service agents, and support staff who interact directly with customers and are responsible for driving sales and delivering ongoing support.

Prerequisites

None — open enrollment.

Course Outline

Practicals

Overview

Practical sessions provide hands-on experience in applying sales support and customer success techniques. Learners will engage in role-plays, CRM simulations, data analysis exercises, and a capstone project to demonstrate competence in real-world scenarios.

Practical Activities

• Role-Play: Customer Needs Analysis and Communication — Learners conduct mock customer interviews to identify needs and practice active listening, questioning, and objection handling. (8h)
• CRM Simulation: Lead Management and Follow-Ups — Using a CRM sandbox, learners manage leads, log interactions, set follow-up reminders, and track opportunities through the pipeline. (8h)
• Data Analysis: Customer Health Scoring — Learners analyze sample customer data to calculate churn risk, NPS, and retention rates, then create a health score dashboard. (8h)
• Capstone Simulation: End-to-End Customer Success Cycle — In teams, learners manage a simulated customer from onboarding through renewal, including planning, communication, issue resolution, and reporting. (16h)

Summatives

Each delegate is assessed continuously throughout the course via daily exercises, scored practical assignments, and a final summative test at the end.

Practical Assignments — 30%

Practical assignments are observed and scored against a rubric during the practical sessions. Each delegate's practical mark is averaged into a single 100% score and contributes 30% to the final total.

Daily Exercises — 20%

Every training day ends with a multiple-choice exercise scored out of 100%. The scores from each daily exercise are averaged across the duration of the course to produce a Daily Average mark, which contributes 20% to the final total.

Final Test — 50%

On the last day a final summative test is written. It is a multiple-choice paper with multiple-answer questions: each question may have more than one correct option, and a single wrong selection on a question marks the entire question wrong — no partial credit. The final test is scored out of 100% and contributes 50% to the overall mark.

Final Total

Component	Out of	Weight
Practical Assignments (rubric-scored)	100%	30%
Daily Average (multiple choice)	100%	20%
Final Test (multi-answer multiple choice)	100%	50%
Final Total	—	100%

All marks are recorded on the AATICD LMS and visible to each learner under their account.

Certificate

How it works

• Certificates are auto-generated on the AATICD LMS as soon as the marks pass the 50% threshold.
• Each certificate is a branded PDF with the delegate's name, the course title, the unit standard ID, NQF level, credits, and the date of issue.
• You can download or print your certificate from your LMS dashboard at any time after issue — there's no reissue fee and no expiry date.
• If you scored under 50% you can sit the final test again at the next scheduled session at no extra cost.

Where to find it

Sign in to the LMS, open your dashboard, and your certificates appear under My Certificates. Each entry has a View / Download button and a print option.

Training Discounts

Group discounts apply automatically — the more delegates you enrol, the greater the saving. Discounts are calculated at 3% per 5 delegates, scaling up to 40% off for 100+ delegates.

Delegates	Discount
5	3% off
10	6% off
15	9% off
20	12% off
25	15% off
30	18% off
50	30% off
75	35% off
100	40% off

3% discount per 5 delegates, up to 40% off for 100+ delegates. Contact us for a custom group quote.