Sales Work Book

Sales Occupations
WORKBOOK
Contents
Orientation 7
Overview 9 Occupations 19 Workplace 37 Workplace Law in Ontario 53 Training and Experience 67
Terminology 77
Terminology 79 Work Tasks 87 Communicating at Work 97 Communication and Customer Service 107 Personal Plan 117 Glossary 129
Acknowledgements
The Steps to Employment project was made possible with funding from Citizenship and Immigration Canada (CIC) Ontario Administration of Settlement and Integration Services (OASIS). LCRT Consulting researched each sector, designed the curricula, developed the materials and conducted field tests of the workshops. Many individuals and organizations were involved throughout the project. Thanks to all who provided input and support, and in particular to the focus group participants. March 2001 Katherine Babiuk Program Consultant Citizenship and Immigration Canada Ontario Administration of Settlement and Integration Services (OASIS) Intellisearch, Toronto Public Library Media and Literature Research Louise Thomas Internet Research Kevin Cheng Graphic Design Supercat Illustrations Kaoli Hanawa Illustrator Trudy Kennell Editorial Consultant Alvin Ng Editor Kathleen Doe Web Site Designer/Webmaster AlphaPlus Web Site Host Judith Bond Principal Researcher/Writer Workplace Training & Services Inc. Peggie Shek Project Manager LCRT Consulting Andrea Strachan Curriculum Design/Senior Consultant LCRT Consulting Bruce Russell Curriculum Design/Senior Consultant LCRT Consulting Henry Ramirez Borderless Communications Group ESL Reviewer Azemina Hukanovic Focus Group Facilitator CultureLink Focus Group Location Ilaria Varoli Sector Advisor/Reviewer Director of Operations, RK Retail Systems & Strategies
The information in the Steps to Employment series was researched, collected and written in 1999-2001 by LCRT Consulting under contract with Citizenship and Immigration Canada. Some of the information may change in time. Please consult the contacts listed for the most current information. The Steps to Employment workshop manuals are strictly for use in non-commercial, not-for-profit educational environments.
Steps to Employment in Ontario
Where do you begin? You just arrived in Ontario and want to work as a sales professional. These first steps will help you get started: Know your sector employers, working conditions, and entry-level qualifications. Know your job-related traits be able to describe your skills, knowledge and interests. Know sector-specific terminology be able to discuss your occupation with others. Know what credentials are required and how to translate and evaluate your documents. Know where to get training, upgrading and help finding a job.
In this workshop you will learn about

the range of positions that are considered to be sales occupations employers; how they hire, and what they are looking for in their employees working conditions in sales occupations including duties and responsibilities laws that protect workers in Ontario workplace health and safety issues vocabulary used by sales professionals the expectation of excellent customer service.
You will also practise

basic dialogues for conversations with customers describing your skills and knowledge getting information from various sources offering assistance dealing with customers pronunciation of key words for sales occupations
and prepare
a personal plan for your next step to employment in Ontario.
Icons used in the workbook

Exercises in the workbook are headed by the following icons. These icons indicate the type of activity intended by the exercise.
Reading
Vocabulary
Writing
Pair Discussion
Group Discussion
Research
Pronunciation
Orientation
Overview Occupations Workplace Workplace Law Training and Upgrading
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Workshop introduction INTERVIEW Steps to Employment

Interview your partner
Ask your partner the following questions. Write down the answers in complete sentences. Once you have finished, prepare to introduce yourself to the group using the answers on your partners sheet. 1. What is your name? 2. Where are you from? 3. How long have you been in Canada? 4. What is your occupation? 5. How much do you know about selling retail goods, cars or real estate? 6. How much experience and training have you had in this industry? 7. Why are you taking this workshop? 8. What are your hopes for this workshop?
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OVERVIEW
In this unit you will learn about opportunities in sales trends future predictions
A mind-boggling number of opportunities

Sales are activities where money is exchanged for goods and services. Salespersons or sales associates sell everything from a pair of gloves to selling or moving big ticket items like a house or a car. Sales associates are involved at every level of the Ontario marketplace. The work may be highly technical, involving specialized knowledge, or it may involve a simple, straightforward exchange. Organizations that employ salespeople can be large or small. The owner of a small company may also be the sales rep. Department store chains might involve thousands of retail associates. A real estate agent might be self-employed or might work as an agent of a larger business. A car lot may be one of a chain of dealerships. What do all of the jobs have in common? They require individuals who are good communicators and problem-solvers. Each one of these jobs brings the employee into direct and constant contact with their customers.
Source: Career Directions www.careerccc.org/careerdirections/eng/e_ho_set.htm
Activity 1: Pronunciation
Listen to the instructor. Mark the syllable stress in these words and phrases, then practise saying each one. big ticket associates marketplace problem knowledge self-employed real estate chain
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Activity 2: Vocabulary matching

Match each word to its definition by writing the corresponding letter in the blank space. 1. __ mind-boggling 2. __ sales rep. 3. __ big ticket item 4. __ moving 5. __ retail 6. __ general public 7. __ chain a) an item we purchase less often because we usually need only one b) a word used to describe a retail operation that has several locations selling similar goods c) consumers d) the business of selling goods in small amounts directly to the consumer e) usually used to describe a sales agent representing a wholesale operation f) mentally or emotionally exciting or overwhelming g) selling
Activity 3: True or false

Read the following sentences and circle T for true statements and F for false statements. T T T T T T T T T F F F F F F F F F 1. Sales agents never interact with customers. 2. Sales occupations in real estate, retail and the auto industry have nothing in common. 3. There are many different kinds of sales positions. 4. You may need to have specialized or technical knowledge. 5. Real estate agents are always self-employed. 6. Money usually changes hands in a sale. 7. Good listeners might make good sales associates. 8. The general public usually buys wholesale. 9. Dealerships are never part of a chain of car lots.
Activity 4: Discussion
1. As a consumer, do you think that most salespeople in Canada do their job adequately? 2. Can you think of a situation where you thought Gee, that person is a really great sales person? What made him/her great?
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Overview
Real stories...
Sector trends: Industrial shift from goods to services
Statistics Canada divides our economy into two major sectors: the production sector and the service sector. The service sector includes wholesale and retail trade, real estate, and vehicle sales. The production sector includes sectors such as agriculture, fishing, logging and manufacturing. The service sector is growing faster than the production sector. There has been a shift in the economy from one that depends on production to one that is service-driven. This is occurring throughout North America. About 72% of all employed Canadians work in the service sector. The service sector directly related to sales occupations breaks down in the above percentages within this section of the economy.
Source: Statistics Canada
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. personal wholesale economy industries retail producing therefore percentage occurring America occupations production
Activity 6: Fill in the blanks

Fill in the blanks in the paragraph below using the following words and terms: shift trend service production real estate sectors
Ontarios economy includes the ______________________ and the _________________ _________________. _________________ ,for example, accounts for 3% of all service
sector jobs. In general, there has been a ____________________ to a service-driven economy. This ______________________ is happening throughout North America.
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Future trends
Some companies are better than others in predicting trends. Maybe they use a crystal ball! Many futurists agree with these predictions. Futurists are people who look at different parts of life and related statistics and suggest trends. One futurist here in Canada, David Foote, has based his predictions on the large group of baby boomers. He believes that the baby boomers, needs and lifestyles have the strongest impact on the economy. The aging population mentioned above is the baby boomer group. In Canada, they are just turning 50 years of agelots of them!
Trends
spending more time at home wellness affordability an aging population purchasing time-saving and convenience items concern for quality
Sales professionals use this information to sell goods personal services of all kinds. This is a huge customer base. Real estate the move from an industrial agents realize that this population may want to society to an information society downsize to a smaller house or a condominium. Foote also suggests that an aging population will need different kinds of products and that they will want increased customer service. A large chain of stores, IKEA, recognizes this trend. When it first opened stores in Canada, many of its customers were university students or young people moving into their first home. The furniture came in kits. People took the boxes home and put them together. IKEA still sells this way, but they have added two popular services: delivery and assembly. This is a company that knows its market. Aging population
Retail/Wholesale Real Estate Automobile
Items that appeal to an aging body. Levis Jeans redesigns their product to include a broad range of easy fit jeans, increasing their market share.
Some Canadians are retiring early and remain healthy and active. Lifestyle Communities are built. The real estate market is energized.
Baby boomers are nostalgic about their past. Volkswagen makes a killing when they reintroduce the Beetle.
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Overview
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. convenience boomer quality lifestyle condominium society predictions target leisure appeal IKEA industrial
Activity 8: Writing
Choose one of the other predictions in the reading passage. Work with a partner or in a small group. Think of an example for each sales occupation category, similar to the chart above. For example, the search for affordable goods has led to the success of WalMart and Dollar Store franchises. Can you think of any others? Prediction: ________________________________________________________________
Retail/Wholesale
Real Estate
Automobile
When you have completed the chart, share your ideas with another group. Do people agree with your examples? Do they have anything to add?
1. Do you agree with the predictions? Why or why not? 2. Why do you think futurists agree with these predictions? 3. Do baby boomers exist in other countries or just in North America?
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e-commerce
E-commerce is a new way for businesses to reach their customers. We can view goods including real estate, shop for a car and order that special item. We can do it 24 hours a day. We can take a virtual tour of available real estate in our price range and we can do it while still in our pyjamas. We can even arrange for the delivery of a car with our choice of colour and extras. Will the Internet mean the end of living, breathing salespeople? Does it mean increased opportunities in the broader global community? Many companies have an Internet Web site. They feel it will increase brand recognition. Customers will increase their loyalty to a store in a real mall or on a main street. Canadians do not yet use e-commerce the way Americans do. The prediction is that Canadian consumers will continue to increase on-line purchases every year.

Listen to the instructor. Mark the syllable stress in these words and phrases, and then practise saying each one. commerce prediction breathing pyjamas delivery broader virtual loyalty consumer available brand recognition opportunities

1. Have you ever bought anything on-line? Was the experience negative or positive? 2. Have you ever purchased anything from a catalogue or mail order? 3. In your opinion, what are the differences in purchasing face-to-face and on-line or catalogue sales? Which do you prefer and why?
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Activity 12: Interviewing

Think about the way you buy things. 1. Are there stores you go to often? 2. Are there products you buy because you know the names? 3. Would you shop on-line, or would you look at the products in the virtual store then go buy them in a real store? Interview a classmate and fill in the chart with his/her answers. Buying habits in Canada 1. Where do you prefer to buy groceries? Buying habits in country of origin 1. Where did you prefer to shop for groceries? 2. Where did you prefer to shop for clothes? 3. Where did you prefer to shop for furniture? 4. Name four brand name items you used to buy:
2. Where do you prefer to buy clothes?
3. Where do you prefer to buy furniture?
4. Name four brand name items you often buy:
5. Will you buy something on-line this year?
5. Did you buy on-line before coming to Canada?
6. Do you know the name of a car dealership?
6. From whom did you, your friends, your family or your friends buy cars from in your country of origin? 7. Who sold property in your country of origin?
7. Do you know the name of a real estate company?
Activity 13: Writing

Write a paragraph comparing your purchasing habits in Canada with your buying habits in your country of origin. You might want to talk about the similarities and differences.
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Activity 14: Research

Choose a well-known company in retail, real estate or car business. Research using the Yellow Pages, the Internet and advertising information to prepare a short presentation about the company.
Working the season

Many people feel that December is a poor month to look for work. Employment counsellors have found just the opposite. At this time of year, there's less competition for a position, and a temporary assignment may turn into a permanent opportunity. Over the holiday season, theres a great deal of temporary work available. There may be something that you are interested in doing. Youll be most successful finding work in the retail and customer service fields.
Source: www.possibilitiesproject.com
Activity 15: Reading between the lines

Work with a partner: 1. Describe the holiday season mentioned in the story. 2. Why do you think there are job opportunities at this time of year? 3. Why would more jobs be available in the retail category of sales?
Another seasonal opportunity

Like the holiday season described above, summer also brings increased opportunities for sales positions. In Canada, winter is long, cold and snowy. It is more difficult to move or test drive a car. Many people take their vacations in the summer months. Companies need to replace staff with temporary help. The market for summer homes or cottages increases in summer. Recreational vehicles are purchased. Opportunities for sales increase in many categories of sales: gardening, sports equipment etc.

What kinds of behaviour would help you to turn a temporary assignment into a long-term position?
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Overview
sales occupations
For more information on
research industry directories for the names of companies (hint: check the index at the front of the book to find categories that might be related to your area of interest) check the Yellow Pages for the names of companies (hint: check the index at the front of the book to find categories that might be related to your area of interest) visit the Web sites of companies in your sales area of interest look at newspaper ads see the Essential Skills Profiles at www15.hrdc-drhc.gc.ca/english/es.asp you can look for jobs in your area of interest and/or post a resume job sites on the Internet such as: www.monster.ca www.workopolis.com www.hotjobs.ca
labour market trends

visit www.careerccc.org and search for Canada Prospects, a guide to employment in Canada. It is published every year. read Towards 2001 available at the Web site at www.toronto-rdc.sto.org visit the HRDC Employment Resource Centre in your community
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OCCUPATIONS
In this unit you will learn about retail real estate car sales common elements
Sales professionals
Three of the major categories of sales occupations; retail, real estate and the automobile trade differ in product, experience required, federal and provincial regulations, and sector-specific terminology. They are also different in the physical environment where the sales transaction takes place. They share common elements like relationship building, negotiating and customer service.
Activity 1: Using the Yellow Pages part 1

Use the Yellow Pages index. With a partner, find the key words for each of the following areas. One is done for you. Retail Womens Apparel - Retail Real Estate Real Estate - General Automobile Automobile - Brokers
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A closer look at the retail trade

The retail industry has many small and medium-sized companies, but larger firms with many locations and millions of dollars in sales dominate it. Computer technology is becoming more important to the retail industry. Technology is used to measure sales and inventory, re-order stock and analyze sales trends. The industry is very competitive and has been restructuring over the last few years. Many people get their first job in a retail store. Clusters of big box stores like Home Depot, Wal-Mart and Canadian Tire are a major trend in retail. These power centres are surrounded by huge parking lots and are extremely popular with consumers. Sales using the Internet are increasing in Canada. Large organizations are still deciding how to use the technology to increase their sales. Two of the Canadian companies that quickly added to their business using the Internet are Sears and Chapters. Sales are not as high as in the United States but they are growing every year.
Activity 2: The Yellow Pages - Part 2

Make a list of the large companies you know. Look up each company in the Yellow Pages. Does the ad include the Web site address? Why would companies include this in the Yellow Pages?
1. Why do you think colleges are now offering diploma courses in retailing and sales? 2. What topics do you think should be included in a course?
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The Outlook
The outlook for sales occupations will be above average over the next few years. There will be increased business and consumer spending because of a booming economy. The demand for both technical and non-technical sales positions will grow. Individuals with excellent communication skills and the ability to speak a second language will have a competitive advantage in obtaining employment in this field. Sales agents and associates can be full-time or part-time employees. They may work rotating shifts including weekends and evening. Some sales staff work on commission, some are salaried, and some are hourly and sometimes the salary or hourly wage is enhanced by commission. For an idea of what wages are being offered in these jobs, look at job ads in your local paper (www.workwaves.com analyzes Toronto area papers and gives current information). There are many salespeople who have no specialized training in retail. It is not a requirement of many jobs. Colleges are offering diplomas in a variety of retail or related programs: Marketing, Advertising, Retailing, Sales, and Fashion Merchandising. The courses are one to three years in length.
Activity 4: Shopping your community

Think about the retail stores in your community. List all of the retail stores you remember seeing. Set up a chart to organize the information. Decide which ones are mom and pop operations, which are mid-sized, which are large and which are big box companies. If you dont know the name of the store, briefly describe it. You might also add whether a store is upscale or downmarket. These two categories refer to prices and quality. Upscale appeals to the wealthier shopper! Retail Store Name Description
Small Businesses
Mid-sized
Big Box
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Occupations
Some occupations where job openings are expected include: Retail salespersons There are opportunities for individuals to progress to retail supervisory positions. This is possible with additional training or experience. Technical sales representatives These sales professionals often have a degree or diploma related to the product being sold. Sales, marketing and advertising managers Opportunities can be found in a number of related fields; including commercial, industrial and wholesale sales, marketing, advertising and public relations. Buyers The products and goods available for sale need to be found and purchased for retail sales or, in some cases, for production. Buyers often specialize in an area. There are fashion buyers, buyers for gardening equipment, electronic equipment etc. Wholesale trade There is another area of sales that should be mentioned now. The partner of the retail trade is the wholesale trade. This workshop will only briefly describe the wholesale business. The wholesale trade sells to retail or manufacturers. There is non-technical wholesale and technical wholesale. The technical wholesale area uses sales reps with education and training specific to the product being sold. Non-technical wholesale reps do not need specialized training specific to the products being sold. Many wholesale sales reps travel. They are sometimes called commercial travellers. Other job titles related to the wholesale trade are: inside sales rep. inside sales coordinator account executive account manager corporate sales rep. customer service rep. sales agents
Sources: Future Focus, a report of Human Resources Development Canada
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. dominated diploma advantage advertising progress multiple commercial supervisory industrial university competitive technical
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Match each word to its definition by writing the corresponding letter in the blank space. 1. __ dominated 2. __ diploma 3. __ advertising 4. __ commercial 5. __ outside sales rep. 6. __ advantage 7. __ technical 8. __ progress 9. __ multiple 10. __ competitive 11. __ supervisory 12. __ industrial 13. __ university 14. __ inside sales rep. 15. __ customer service rep. j) l) a) promoting products publicly in order to increase sales b) an institution of advanced study c) related to the manufacture of goods d) more than one e) wholesale salesperson who has an office in a company building. They work the phones for sales f) moved forward g) opposing h) superior position i) person working directly with the customer about service problems or changes in the business process being in charge practical knowledge, especially of a mechanical or scientific subject
k) was in the lead; was in a superior position
m) a certificate of qualification from a college n) designed for sale in a large market o) wholesale sales agent who usually works from a home office or a car
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Activity 7: Reading newspaper ads

Read each ad carefully. Decide whether it is a wholesale or retail position. Put a W or R in the middle column. Then make a list of skills required in the right column. Decide which skills you have. Remember that knowledge and attributes are different than skills. W/R Skills
Account Executive Highly team-oriented and organized, you will develop quotes for existing clients. Dedicated to providing topnotch customer service, you are focused on achieving sales targets through exceptional relationship building, communication and listening skills. You will also be responsible for accounts receivables and assist in the development of departmental marketing strategies. You have a bachelor's degree or other education in the mechanical engineering field or training and experience. Exper. Salesperson-winter glove/hats a must-fax resume. 416-123-4567 Inside Sales $60-$125K + verifiable, telephone closer base + comm. Car 416-123-4567 $100K++ Leading international ATM Company is expanding in Toronto. We are looking for Commissioned Outside Sales Reps to help us grow. Not a telemarketing position. No buy-in.
@ A B
1. Were you able to complete this activity easily? Why or why not? 2. Did you get enough information from these ads? 3. Do any of these jobs appeal to you? Why?
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Real estate
Rising consumer and business confidence, economic growth and low interest rates leads to strong residential real estate activity. The number of real estate agents has fallen in recent years, but the number working full time has increased. Market conditions have strengthened substantially. The Real Estate and Business Brokers Act governs licensing in Ontario. Real estate agents can work with residential and commercial properties. Computers, cell phones, faxes and the Internet are important tools for the real estate agent. Real estate agents and salespersons seek property sales listings from prospective sellers or vendors. They assist sellers in selling the property by: establishing asking price advertising the property listing the property with multiple listing services conducting open houses for prospective buyers assisting prospective buyers in selecting, visiting, inspecting and making any offers of purchase on real estate property advising clients on market conditions, prices, mortgages, legal requirements and related matters drawing up sales agreements for approval of purchaser and seller may also rent or lease properties on behalf of clients Full-time salary figures Average Low High $40,536.00 $7,514.00 $80,301.00
Real estate agents generally need at least grade 12 and completion of a real estate course. A good knowledge of the needs of the local community is important. Agents need a car and drivers licence. Real estate agents and salespersons normally work on a commission basis. Agents can work full time or part time. Related occupations include: real estate appraiser property manager building manager mortgage specialist Note: The word Realtor is a registered and protected trademark. In Canada only members of the Canadian Real Estate Association can use it.
Source: Career Directions www.careerccc.org
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Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. confidence solicit economic prospective residential inspecting substantially mortgages

You may do this with a partner if you wish. Choose one of the following research assignments: 1. Visit an open house. Observe the language and communication style of the real estate agent. How were they dressed? How much time did they spend answering questions? Make a short presentation to the class of your observations. 2. Visit the Web site www.realty-4u.com/ Under Contents find the article called What should an agent do when they list my home for sale? Read it and make a list of the tasks an agent needs to complete to sell a house. Present the information to the class.
Activity 11: Abbreviations

Using the real estate ads in your local newspaper, make a list of all of the abbreviations or short forms that you find in one column. Then hand your list to a classmate and take his/her list. Try to guess what the abbreviation stands for without seeing the ads. A few examples are below: bdrm fin. rec. rm 242K hdwd b.r. reno'd bedroom finished recreation room K stands for thousands hardwood bedroom renovated
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Activity 12: Making inferences

Magda and Igor have been married for five years. They have two small children and need more space. Igor works as a sales manager in a large, stable company. Magda works in a small family-run business. Their combined monthly income averages $6,000 a month. They have saved a 10% down payment of $25,000. Which of the two houses can they afford based on the mortgage table. Morgage Table Gross Income Mortgage 10% down Home Price $60,000 $188,408 $20,424 $204,237
What have you decided for Igor and Magda? Why? ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________
Handy man special. 3 bdrm, 1 bath, new kitchen. Quiet neighbourhood, school nearby. On transit line. Small lot. Asking price: $129,000. Side-split, 4 b.r., 2 baths, fully renod. Hdwd & ceramic floors. Fin. rec. rm. $242K. Firm.
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Automobile sales
A dealership employs a vehicle or car salesperson. These salespersons may sell new vehicles, used vehicles or both. Some sales professionals specialize in cars, others sell heavier equipment like trucks. There are related products such as tractor-trailers, recreational vehicles, mobile homes, off-road vehicles, fleet sales, parts or motorcycles. Responsibilities may differ from dealership to dealership, but these are common to most: sell vehicles to make a profit for the dealership maintain customer service and satisfaction understand terminology of the the automobile industry keep up with technological changes in their product stay on top of new products, features, accessories ask questions and listen carefully to customers take customers for test drives deliver new cars to customers make sure that customers understand how the car operates, what the warranty covers and all other documents complete the financial transaction.
Salespeople usually work on a rotating schedule that includes weekends. They are usually full-time employees.
Source: Guidance Centre Career Monograph, University of Toronto, Lesley Rose.
Most salespeople in a dealership earn straight commission. The commissions can be large, from 20-50 % of the gross profit on a new car. Manufacturers are probably making $5,000 to $8,000 on the profit of a sale, but dealerships usually have $1,000 to $1,500 to cover overhead and commission. An average income of $54,000 a year means that a salesperson needs to sell 15 vehicles a month.
Source: Globe and Mail, November 2000.

Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. rotating receipts operating vehicles warranty mobile weekends satisfaction
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Activity 14: Complete the following sentences

Complete the sentences by matching the subject to the predicate. Write out the complete sentences in the space provided. 1. A realtor 2. A computer sales associate 3. A buyer 4. An automobile parts dealer 5. A sales associate at The Bay 6. A cashier a) needs to know which part might be used for a car no longer being built. b) is responsible for recording the sales transaction. c) must be aware of all of the locations of all of the departments in the store. d) will find you a home in your price range. e) needs to keep up with the latest product information and software hitting the marketplace. f) needs to know long-term trends and the needs of their clients.
1. ______________________________________________________________________ 2. ______________________________________________________________________ 3. ______________________________________________________________________ 4. ______________________________________________________________________ 5. ______________________________________________________________________ 6. ______________________________________________________________________
Now write three sentences about the job that you used to do: 1. ______________________________________________________________________ 2. ______________________________________________________________________ 3. ______________________________________________________________________
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Activity 15: The sales professional

Read the list in the left column. The middle and right columns are empty. Work together to describe a similar duty, job responsibility, attribute or skill in the categories of Real Estate and the Automotive Sales Sector. You may want to go back to the readings earlier in this unit. Retail Real Estate Automobile
1. Act professionally 2. Look professional 3. Be informed about the company 4. Work as part of a sales team 5. Provide personalized service (greet customer, make experience pleasant, determine wants and needs of client/customer) 6. Process sale 7. Inform customer of return policy, warranties, etc. 8. Ship or deliver products 9. Follow through with promises to the customer 10. Handle customer complaints and returns 11. Balance face-to-face and phone service 12. Monitor inventory (check product against inventory, restock if necessary, locate product in inventory system) 13. Maintain appearance of store 14. Maintain product presentation and displays 15. Protect customer assets 16. Follow safety precaution
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Activity 16: Categorizing information

The following job titles can be attached to one or more of the industry divisions listed in the sales occupational descriptions. Work with a partner and decide which categories the title belongs to. Fill in the chart on the next page with your decisions. If you and your partner can think of other job titles that belong to this list, you can add them to the list. residential real estate agent fashion merchandiser vehicle accessory sales clerk door-to-door salesperson product demonstrator customer service rep. Retail clothing buyer sales associate mystery buyer sales account rep. sales executive appliance buyer Real Estate Auto Sales car dealer estate agent sales agent chief buyer sales rep. realtor reseller cashier broker sales clerk
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1. Which of these job titles do you think are really the same thing? 2. Why do you think the job titles occur in a number of different industry categories? Do you think that it is because each job needs people with similar knowledge, skills and attitudes? 3. What do you think transferable skills means? What skills might be transferred from a retail job in a bookstore to a sales position in a car dealership?
The marketplace
Sales occur everywhere and anywhere. The marketplace is a term used to describe the commercial world. The following is a partial list of places where individuals buy goods. You may wish to add others. mom and pop corner store an outdoor lot door-to-door flea market internet catalogue telephone markets big box store speciality store home party chain re-sale factory outlet mail order superstores department sore mall or shopping centre street corner kiosk over lunch in an office sitting in a car wholesale club

Using a newspaper, magazines and the Yellow Pages, find a company that does business in some of the places listed above. Fill in the following chart. One is done for you. Place an outdoor lot Company Name Peel-Chrysler Dealership Product or Service Chrysler cars and vans
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1. What are the differences between a mom and pop operation and a department store? 2. What are the similarities between selling a house and selling a car? 3. Is the Canadian marketplace the same as the commercial world in other countries? What is different? 4. Are the goods and services available in Canada different or the same as in your country of origin?
The sales relationship

The list of places where sales are made suggests that the transaction can happen anywhere. What becomes critical is the relationship between buyer and seller. The potential sale is the reason why the sales professional and the client are together. The physical workplace may be very different. The goods being sold can be cheap or expensive, a large or a small purchase, a practical item or something Sales Customer or frivolous. Some goods will need Professional Client special product knowledge and some transactions are more complicated because there are regulations or legal agreements involved in the transfer of goods. The relationship of sales agent Transaction and customer is one of the oldest relationships in the history of humanity. How that relationship is built, the expectations of Canadian customers, the techniques used by the salespersonthis is what defines sales occupations.

Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. client critical physical cheap frivolous complicated regulations humanity techniques
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1. In many cultures, there is a formality, a ritual to the sales experience. Is it the same or different in Canada? 2. What makes the transaction a positive experience for both the customer and the sales professional?
What makes a person a successful sales professional?
Activity 22: Fill in the chart

Look at the column on the left. Decide if this is critical for all sales professionals to have. Put a yes ( ) or a no () in the middle column. In the right column, give a reason to explain your choice. Skills, knowledge, and attributes High school diploma Excellent ability to deal with customers Ability to use other languages Good communication skills Post secondary education Gift of the gab Product knowledge Yes / No Reason
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wages
research Job Futures at www.jobfuturesontario.net
see wage charts form HRDC or workwaves.com look for job ads from newspapers see car dealer costs and incentives at www.carcostcanada.com
sector associations or councils

Real Estate Institute of Canada www.reic.ca Canadian Professional Sales Association www.cpsa.com Retail Council of Canada www.retailcouncil.org
points of interest
Automobile Protection Association www.apa.ca Sears Canada www.sears.ca Chapters On-line www.chapters.ca
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WORKPLACE
In this unit you will learn about employers in this sector how recruitment is normally done working conditions taxes You will also practise reading job ads
Real stories...
On his way
Rahman works as a management trainee in Toronto. He works for a large national retail chain. Rahman immigrated to Canada from Bangladesh in 2000. He speaks fluent English because it is often the language of business in his country of origin.When he arrived in Canada he did not have a job. He attended sessions at a job centre to learn about opportunities for employment. He also worked with a counsellor to assess his skills and interests and to practise interviewing. Rahman did not work in retail before coming to Canada. He was a territory manager for a multinational tobacco company. He was not involved directly in selling but supervised the distributors in his territory and visited clients to make sure that they were pleased with the level of service. Because he has a masters degree in Marketing, he entered Canada as an advertising consultant. He found that there were no jobs available at the time. A contact through his personal network suggested he approach the human resource department of the company he is now working with. The job of assistant manager that he will do when he finishes his training has a lot of similarity to his past experience. He will supervise five to six departments or 30-40 staff members. He will be responsible for hiring, supervision, personal evaluations, scheduling and of course, customer service.Rahman has been able to transfer skills to his new position in Canada. When asked what was most difficult during his first days with the company, he said that the number of product items was overwhelming. The culture of the workplace is also different, as is the actual sale. In Canada there are few places where you can bargain. His advice to newcomers planning to work in sales: Watch how others are doing things. Pay attention and react accordingly.
Adapted from an interview
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Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. similarity trainee supervise distributors overwhelming fluent manager consultant multinational counsellor evaluations network

Read the following sentences and circle T for true statements and F for false statements. T T T T T T T F F F F F F F 1. Rahman's new job is the same as his old job. 2. He worked for a multinational oil company. 3. His new job and his past experience are similar. 4. Rahman believes that his success comes from watching what others are doing. 5. There were no jobs in his field of study. 6. He will supervise five to six people. 7. The job centre found him a job.
1. Do you think Rahmans experience is the same as what most newcomers experience? 2. Do you know anyone who has had a very different experience? How was it different? 3. This story is about someone who was successful in the retail sector. Do you think someone would have an easier or harder time breaking into car sales or the real estate business? Justify your opinion.
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Employers
Employers come in all shapes and sizes. This is not a one-size-fits-all business sector. There are large real estate companies that have offices all over Ontario, Canada or North America. Most now have Web sites where you can take a virtual tour of available property. There are also one-person or small real estate companies that are local in nature. Commercial real estate is a specialized field and can involve huge sums of money. Car dealerships can be huge, with a large inventory of vehicles. A dealership can be also a few cars on a small lot. Large dealerships are usually tied to Ford, Chrysler, Volvo or one of the other large manufacturers. They specialize in one make of car. Used car lots rarely have just one make of vehicle! Many agencies also provide service and parts. According to an article at www.possibilitiesproject.com, the retail sales industry depends on a good economy and there is currently plenty of opportunity to work part time in the field. The majority of workers are women and the wage rate is just under $30,000 for full-time employees. Many retail organizations promote staff from within their front-line workforce, recognizing that they have learned the core business of the operation. As with many businesses, bilingual candidates are especially employable. A local business sees the value of hiring staff that are able to speak the languages spoken by customers in the neighbourhood. Retail sales opportunities can be found in large or small operations. A retail operation can be a kiosk in a mall, a department store chain, a franchise operation, or a speciality store. The products sold are too numerous to count. Pricing can also define a retail operation; discount, high-end, low-end, or mid-range.
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. virtual huge specialize mammoth available Chrysler employable Volvo dealership plastic kiosk techniques
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Activity 5: Matching
Match the type of business with a description. Give a real world example that you have seen in your community.
1. ___ kiosk 2. ___ department store 3. ___ franchise 4. ___ specialty store 5. ___ retail operation 6. ___ discount store
a) prices its goods at less than the retail price. It is usually considered a low-end store. b) is any business that sells to the public at retail prices. c) carries a wide range of goods in several departments. The goods are usually mid-range in quality and price. d) Is a very small retail operation usually found in the centre areas of shopping centres. They often look like wagons or carts. They are easily moved. e) Is owned by an individual but goods and marketing is done by the original company. Pizza Pizza is a franchise. f) offers items that are similar. A store could offer sports equipment or plus-sized women's clothing.

Look at the three job ads below. There is no company name listed. Guess which category of occupations each refers to (Retail, Real Estate, Auto Sales). These ads were taken off of a Web site www.workopolis.com. Fill in the chart with your guess. Note the clues that helped you decide which was which. Occupation Category
Clues
Were Hiring! Training $ support No desk fees We cover course costs! 3 locations Res. $ IC&I available Considering, licensed or in course. Call me today for details!
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Occupation Category
Clues
Performance ***, a trusted division of the Performance Group, is seeking one saleswoman or salesman to join its *** division. Our ideal candidate may not have *** sales experience, but has a relevant background in business or retail. Our ideal candidate also possesses excellent communication and listening skills, is organized and comfortable working with computers, and is as highly ethical as highly motivated. Occupation Category
Clues
Looking for a new career! Exciting full-time and parttime career opportunities are available at a *** near you. We are looking for individuals who are energetic, reliable, and dependable and truly believe customer service is #1. All candidates require a good command of the English language, a positive attitude and a willingness to learn.
1. Which of the ads appeals to you? Why? 2. Which ad would you find it easier to respond to? 3. What are some clarification questions you might ask? 4. Which one requires the most qualifications?
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Slogans
Companies use slogans in order to build recognition. A slogan is a motto or phrase that a company feels speaks for its products and/or services. There are a number of companies that have slogans that people immediately recognize. Often a slogan appeals to a lifestyle we already have or want to have. They reflect the company's philosophy. Slogans are often included in job postings, so understanding the message could help you in your interview. It is important to know if the company you want to work with has a slogan. Why? It gives you important information about the company. Whatever the slogan refers to is something the company values. It could refer to something like quality, customer service or innovation.
Look at the slogans below. Even if the slogans below are new to you, try to match them up with a company on the right. Be prepared to discuss your choice. What was it about the slogan that made you think it belonged to that company. If you are not sure what these companies sell, consult the Yellow Pages, the Internet, a newspaper or your classmates. 1. ___ Where passion resides 2. ___ Your neighbourhood professionals 3. ___ The standard of excellence 4. ___ For the many sides of you 5. ___ After you buy, its not good-bye 6. ___ Youll like what the future has in store a) Sears b) Avenue Nissan c) Century 21 d) Future Shop e) Acura f) Royal LePage
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Work with your partner and decide what these slogans refer to. For example, Youll like what the future has in store uses the word future to remind us that that is the name of the store. It also hints at the productfuture meaning technology in this case. That is one opinion. Do you agree? Does it mean something different to you? There are no right or wrong answers. Slogans appeal to potential customers for different reasonsenvy, lifestyle, fun, and safety to name a few. In our opinion, Sears chose the slogan For the many sides of you because _________________________________________________________________________ In our opinion, Acura chose the slogan Where passion resides because _________________________________________________________________________ In our opinion, Avenue Nissan chose the slogan After you buy, it's not good-bye because _________________________________________________________________________ In our opinion, Century 21 chose the slogan Your neighbourhood professional because
___________________________________________________________________
In our opinion, Royal LePage chose the slogan The standard of excellence because
___________________________________________________________________
Working conditions: retail

Full-time retail sales clerks usually work a five-day or about 40-hour week. They may also work weekends or evenings depending on the way the company does business. Many sales staff work a variety of shifts and many work part time. Evening, weekend and holiday work is normal. Full-time retail sales associates usually work set shifts while the part-time staff must agree to work different shifts, evenings and weekends. Working conditions are generally pleasant; usually indoors and in attractive surroundings. Sales clerks stand and walk around for long periods of time. They meet a lot of different people. Sometimes they wear uniforms or nametags, or both. Sales associates in stores that sell make-up, jewellery, and clothes are often required to wear the stores products. They are often given a discount on purchases. Some sales associates specialize in a product. The working conditions remain the same, but they also need technical or product knowledge to a larger extent. For example, a computer salesperson needs to be able to answer technical questions about computers and accessories. Store buyers work in offices in a store or in corporate headquarters. A busy work schedule may require extra hours or weekend work. The highly competitive nature of the industry means buyers operate under enormous pressure. Substantial travelling is often required. Most workers in this occupation are employed full time.
Source: www.ont.hrdc-drhc.gc.ca/
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Performance pressure
One of the key things to remember about selling is the pressure to meet sales quotas. There is also a great deal of competition in an occupation dependent on commission as all or part of an income. Often co-workers are competing for the same customers. Many operations set a target for sales to be reached in a day, a week, a month or a year. Retail job performance is usually measured in terms of sales.
Activity 10: The pros and cons of working retail

Organize the information in the reading into two lists. What are the positive things about working in retail and what are the negative things? Positive Pros Negative Cons
Working conditions: real estate

Real estate salespersons typically work indoors in offices, though a good deal of your time will be spent travelling about, showing properties and talking to the various people involved in this complex transaction. You will typically work long hours and spend much of your life on call. Weekend work is routine, as are evenings and holidays. You need to be familiar with communication technologies such as cell phones, pagers, and email and computer databases so as not to miss any sales. After your training period, your income is usually straight commission so you will need to be able to budget well and deal with the stress of living from commission cheque to commission cheque. Income fluctuates. Top-producing salespersons handle a large share of the sales volume and commissions. The numbers of people working independently is increasing. The number of real estate salespersons working full time is also increasing. Employment opportunities are affected by market activity and housing affordability, which are influenced by economic conditions. Long-term trends in the demand for housing include factors such as income, demographics, population growth and immigration.
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Market activity has improved due to economic recovery, low interest rates and rising consumer and business confidence. Stronger market activity is likely to continue as long as interest rates remain low. Technology is changing the profession. Computers and the Internet are increasingly important to the real estate business. (To experience a virtual tour, go to www.realestate.ca/toronto/ )
Source: www.toronto-hrdc.sto.org/

Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. typically budget commission demographics complex fluctuates transaction immigration databases affordability quota confidence
Activity 12: Real estate versus retail

Compare the working conditions of the real estate agent and a person in real estate. Write a paragraph describing the similarities of the job or the differences.
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Working conditions: car sales

The working conditions are similar to those of retail associates but not identical. As a matter of fact, when you do an Internet search for information on the automobile car salesperson, it is all lumped under retail occupations. There are differences in this type of retail job. Many car salespeople work in dealerships. They spend a great deal of time out of doors showing cars and taking people on test drives. The showrooms are usually attractive spaces with a number of offices along one or two walls. An automobile salesperson has to know the cars he or she sells inside and out. They need to be able to compare the specs with other vehicles. People shop for cars in the evening and on weekends, so the staff works on shifts including those hours. As one salesman says, Technically I work a 40-hour week, but in reality its more like 60. In addition to making a base salary, most salespeople are rewarded with bonuses for selling a number of cars. But, it means that income is not always stable. Since November 15, 1999, there has been a mandatory Certification Course for new dealers and salespersons in Ontario.
Vocabulary
Full-time means 40 hours a week and a regular schedule. For example, Monday to Friday, 9 to 5. Part-time means working only a few hours a week. For example, less that 25 hours a week, maybe Monday, Tuesday and Wednesday, 10 to 3. Casual part-time means that work is not steady. Sometimes it may be 10 hours a week, and sometimes 20. It depends on how much work there is. Contract work means that you are hired to do a job or a project. When the job or project is finished, so is your employment. Shift work is a set number of hours in a day. For example, the day shift is usually from 8AM to 4 PM; the afternoon shift is from 4PM to midnight; and the night shift, also called the graveyard shift, is from midnight to 8AM Salarya fixed, regular payment to employees. This could be a monthly, weekly or bi-weekly payment. Wageregular payments received for work or services, usually given as an hourly amount. Benefitsinsurance paid for by employers for things like sick pay, dental plan, parental leave, and pension. Job securityrefers to the permanence of a job.
Source: www.omvic.on.ca
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Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. full-time part-time casual contract shift work salary wage benefits security
Activity 14: True or false?

T T T T T T T F F F F F F F 1. Sales associates and car sales agents work in the same kind of environment. 2. Sales jobs are usually 9 to 5, Monday to Friday. 3. If the economy is bad, people buy houses. 4. Customer service is not a big issue in sales. 5. Understanding technology is critical in the real estate business. 6. Commissions are often part of a sales professionals net income. 7. A new car sales agent needs to be certified.
Activity 15: Describe a sales professional job

Match the job title with an appropriate workplace and an appropriate work task: 1. sales associate 2. realtor 3. buyer 4. car salesman 5. cashier 6. promotion and marketing staff dealership all sales organizations realty company store store head office handles money transactions sells automobiles sells property sells directly to the customer seeks out and purchases goods for retail operations thinks up ways of bringing the company to the attention of potential clients or customers
Example A buyer works at the head office. He or she seeks out and purchases goods for retail operations.
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Money, money, money

Commissions Sales jobs are often low-paying until commissions are added on to the base salary or wages. Sometimes the commission is the salary. An employee can ask for a draw against commission. This is like a loan. You get commission before earning it. It is extremely important to ask questions about commissions: How often are they paid; weekly, monthly, twice a year, once a year? What percentage does the company pay? Is it the same for a $5.00 sale as a $500.00 sale? Can you afford to live on the base income while you grow a customer base? Are the target quotas realistic? What expenses can you recover? If you are a commercial traveller in sales, who pays what expenses and is there a draw available? Is the salary quoted in the job posting top earnings or average earnings?

Decide whether you think commissions are better than a salary. Prepare a one-minute presentation giving your reasons for or against.
Activity 17: Figuring It out

Karina works at a jewellery Kiosk at the shopping mall. She works four evenings a week. She earns $9.32 an hour. She works 16 hours a week. She receives a 3% commission on all sales after she sells $500.00. Last week she sold $739.00 worth of goods. This week she has brought in $943.00. 1. What is her total (gross) income for these two weeks? 2. What is her commission on sales? 3. What are her hourly earnings?
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Money, money, money

People who work in sales are sometimes self-employed. If these individuals earn more than $30,000 a year, they must apply for a personal GST number and collect GST for the federal government. Any transaction involving the exchange of money for goods is taxed in Canada. There are two taxes, one provincial and one federal. Provincial Sales Tax (PST) You must collect a retail sales tax on your taxable sales and leases in the following business: Selling retail goods Leasing goods
Goods and Services Tax (GST) GST is collected on most goods and services. There are some exceptions.
Activity 18: Reading for information

Using at least three receipts, find the following information: Store 1 1. Date: 2. Name of the store: 3. Goods purchased: 4. Amount of sale: 5. Any discounts: 6. PST: 7. GST: 8. Credit, debit, cash for payment Have you noticed anything about the receipts you have analyzed? Did they all have this information on them? Store 2 Store 3
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Find the Web site for Canada Customs and Revenue Agency (CCRA). Find out: 1. What percentage is charged for PST? 2. What percentage is charged for GST? 3. What are the exceptions or exemptions to the taxes?

There is nothing sure about life except birth, death and taxes.
1. What do you think this means? 2. Do you have a saying in your first language that is similar? 3. How does the tax situation work in other countries?
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employers
visit the Workopolis job site www.workopolis.com visit Web sites of companies you are interested in look at annual reports of companies research business directories such as the Blue Book of Canadian Businesses and the Ontario Business Directory. They are available at any reference library and often in employment resource centres.
working conditions
talk to someone who works in the sales area in which you are interested read the descriptions of job occupations at these different Web sites: www.on.hrdc-drhc.gc.ca www.umanitoba.ca/student/counselling/occupations.html workinfonet.ca
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WORKPLACE LAW IN ONTARIO

In this unit you will learn about the laws that protect workers in Ontario employment standards human rights health and safety workers compensation
Real stories
Did you know? While the typical vacation for North American workers is two weeks, many European governments mandate longer vacations. French employers are required to provide 25 vacation days per year. German workers are entitled to 24 days. In Spain, workers have 22 days. Employers in Belgium, Ireland and the Netherlands provide 20 days, and in the U.K., vacation requirements are from 15 to 20 days.
Source: Society for Human Resource Management, 2000
Discuss each of the following situations. 1. John had a 15-minute coffee break in the morning, and another in the afternoon for the past year. Recently his employer reduced the breaks to ten minutes each. Can the employer do this? 2. Anne was asked to wear black pants and a white top while working as a server at a restaurant. Can the employer do this?
Laws that protect workers in Ontario

The Ontario Ministry of Labour is responsible for labour laws in Ontario. These laws describe the rights and responsibilities of employers and workers in this province. Ontarios Employment Standards Act does not apply to industries regulated by the government of Canada, such as the railways, airlines, post offices, and shipping companies that cross provincial and state borders. These employees are covered under the Canada Labour Code. As a new worker, you need to learn about these laws so that you know your rights and responsibilities in the workplace.
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Employment standards
The Employment Standards Act is the law that contains Ontarios basic rules about the minimum standards for salary, overtime, vacations, maternity benefits, termination, and more. This provincial law covers most workers in Ontario. These laws set the standards for:
Minimum wage: Employers must pay both full-time and part-time workers at least the minimum wage. Any changes are announced in newspaper ads at least a month before the change happens. Hours of work: This is the number of hours for each normal working day. The Act says that the limit for most employees is eight hours a day and 48 hours a week. Employers must pay employees overtime if they work more than the legislated hours of work. Overtime pay: Overtime pay is the wage that employers must give workers who work
overtime. Overtime pay is the regular wage x 1.5, or time and a half.
Meal breaks: Workers must have a meal break each working day. The length of this meal
break is determined either by the law, by the employer, or by union contracts. The Act does not set coffee and rest breaks, but some employers allow coffee and rest breaks throughout the day.
Public holidays: Under the law, Ontario has eight paid public holidays. Workers who
qualify for paid public holidays dont have to work on these days, but are still paid their regular wages for the day.
Vacation pay: Workers are entitled to a minimum number of days of paid holidays each
year. The law determines how long workers must work before they are eligible for paid holidays and vacation pay.
Pregnancy and parental leave and benefits: This is the time off for a new parent. While
on pregnancy leave employees can receive employment insurance maternity benefits. While on parental leave, employees can receive employment insurance parental benefits. To qualify for these benefits the employee must have paid EI over a period of time prior to the arrival of the baby.
Deductions: These are payments that employers can legally deduct from an employees paycheque. This includes Employment Insurance and Canada Pension Plan payments. Termination of employment: The law determines how employees or employers end their
contracts and how much termination pay must be paid.
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. vacation compensation overtime standards deduction termination minimum benefits
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Test your understanding of employment standards terminology by matching the terms on the left with their definitions on the right. 1. ___ minimum wage 2. ___ hours of work 3. ___ overtime pay 4. ___ meal breaks 5. ___ public holidays 6. ___ vacation pay 7. ___ deductions 8. ___ termination of employment a) payments that employers deduct from an employees paycheque b) the wage that employers must give workers who work more than the normal hours of work in a workweek c) employers must pay at least this much to parttime and full-time employees d) firing or giving notice e) time off or the equivalent pay f) the number of hours for each normal working day
g) time available for breakfast, lunch or dinner, depending on your work schedule h) days of rest, recreation or festivity
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Activity 4: Interview
Work with your partner to fill in the chart with information about Ontarios employment standards, then ask your partner about workplace law other countries. Question 1. What is the minimum wage? 2. How many weeks vacation do most workers get each year? 3. How many public holidays are there? 4. What are the normal working hours each week? 5. What are the normal working hours each day? 6. Are employers required to pay overtime? 7. What are some deductions from paycheques? 8. Is there maternity and parental leave? How long is it? In Ontario In ________________
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Activity 5: Filling in a pay stub

Here is a pay stub for two weeks. Fill in the pay stub with this information: 1. This person worked for 75 hours. 2. The regularly scheduled hours were 72.5. 3. Commission on sales was $321.00. 4. The total pay before deductions was $1236.00. 5. Canada Pension Plan contributions were $27.45. 6. Employment Insurance (EI) deductions were $18.30. 7. She received $45 in overtime pay. 8. Taxes deducted were $228.75.
O
EARNINGS
Time Overtime Commission
Detach Cheque Here
DEDUCTIONS
Gross Pay Income Tax EI CPP NET PAY
72.5 hr $
2.5 hr $ $ $ $ $ 18.30 $ $
What was the net pay?
Human rights in the workplace

Ontario Human Rights Code The Ontario Human Rights Code is the law that says all citizens in Ontario must receive equal and just treatment. The Code protects workers in Ontario from discrimination and harassment by their employers or co-workers. It also reminds all workers to treat each other with respect. The Ontario Human Rights Code forbids discrimination against a person because of race, colour, religion or sex. Employers and workers must act according to the principles described in this law. For example, it is illegal to sexually harass people, or to make jokes about people of different races. Discrimination Discrimination is being treated differently from other people. There are situations in which the employer is allowed to be selective on the basis of citizenship, age or disability. But generally it is against the law to discriminate against people because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, age, record of offences, marital status,
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same-sex partnership status, family status or handicap. This is why it is illegal for employers in Ontario to ask questions about an applicants marital status, number of children, age, etc. Harassment Harassment is a situation in which someone threatens or insults you. Racial harassment includes racial jokes and derogatory comments. Sexual harassment includes unwanted touching, sexual comments, sexual jokes and suggestions. Discrimination and harassment can occur in job advertisements, questions about Canadian experience, job applications, job interviews and in the way workers treat each other and how the employer treats the workers. Ontario Human Rights Commission The Ontario Human Rights Commission is the office that enforces the Ontario Human Rights Code. Anyone who has been discriminated against or harassed in the workplace should try to solve the problem with the colleagues and employer, but if this fails, the commission can help.

Match the terms on the left with their definitions on the right. 1. ___ ancestry 2. ___ creed 3. ___ family status 4. ___ handicap 5. ___ harassment 6. ___ marital status 7. ___ place of origin 8. ___ sexual orientation 9. ___ spouse 10. ___ discrimination a) being in a parent and child relationship b) derogatory comments and unwelcome advances c) physical or mental disability d) the person to whom you are married or with whom you live as a couple e) single, married, divorced, common law f) relatives from many generations back g) where you were born h) heterosexual (straight), homosexual (gay) i) j) being treated differently from others your beliefs, especially religious
Brainstorm questions that an employer might ask or statements that you might see in a job ad that would be against the Human Rights Code.
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Match each situation with one of the following types of discrimination or harassment: P place of origin C creed R race A age G gender D disability
__
1.
Andy answered an advertisement for a Girl Friday. The duties of the job involved typing, filing and sorting. When he asked for an interview, he was told that the job was for girls only. Ameena applied for a job as a receptionist. Ameena is East Indian. She speaks English very well, but she has an accent. At the job interview the employer told her that she was not right for the job. He said that the company needed someone who spoke English with no accent. Andrea speaks with a stutter. One of her co-workers makes fun of her when she stutters. He knows that this makes it harder for her to speak, but he does it anyway. Nathan works in a machine shop. He is black. Most of his co-workers are white. Last week his co-workers were telling black jokes. Nathan asked them to stop, but they just laughed at him and went on with the jokes. Ute has been looking for a job for almost two years. She cant understand why it is so difficult. Her friends say that it will be impossible for her to get a job because she is 52 years old. Ahmed is a Muslim. He has a special prayer time every Friday. Every Friday one of his co-workers teases him: There goes Ahmed to the mosque again!
Adapted from: Discrimination and Harassment at Work, CLEO. August, 1993
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2.
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3.
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4.
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5.
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6.
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Discuss the following situations and decide if the actions described are lawful (L) or unlawful (U) according to the laws described in this unit:
L U L U L U L U
1. Anne applied to teach for a separate school and did not even get an interview because she is not Catholic. 2. Jonathan could not apply for a job as an airline steward because he uses a wheelchair to get around. 3. Jose applied for a job and did well during the interview, but he did not get the job because a requirement for the job is Canadian citizenship. 4. Marie was told that she could not apply for a job because she is over 65.
Health and safety

Occupational Health and Safety Act The Occupational Health and Safety Act helps to protect the health and safety of workers in the workplace. This Act is based on the idea that employers and employees must work together to create a safe and healthy workplace. Employers must do everything possible to protect workers health and safety and workers must work with employers to identify and solve safety problems in the workplace. The Act gives workers four basic rights: the right to participate in keeping their workplace safe and healthy the right to know about health and safety hazards through the Workplace Hazardous Materials Information Management System (WHMIS) the right to refuse work that they think is unsafe the right to stop work.
Occupational health and safety applies to all workplaces, however some workplaces will have more health and safety hazards than others. Inform yourself by contacting the Health and Safety Association for your occupation or sector.
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Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. hazard hazardous protect protection safe unsafe W HMIS occupational
Activity 11: Whose responsibility is it?

Circle E for employer and W for worker in front of each sentence, according to whose responsibility it is. Remember that some responsibilities are shared. E W E W E W E W E W E W E W E W 1. give information, training and supervision 2. not work or operate equipment in a way that could be dangerous 3. make sure safe work procedures are followed and equipment is used properly 4. report any broken equipment or safety devices 5. keep safety equipment in good condition 6. use the safety equipment available in the workplace 7. report any health or safety violations 8. provide training on how to handle hazardous materials
Workers compensation
Workers Compensation Act The Workplace Safety and Insurance Act says that workers who are injured at work or get sick from their work can receive compensation and assistance in getting back to work. The Workplace Safety and Insurance Board (WSIB) is the office responsible for administering workers compensation. The WSIB also enforces the provincial occupational health and safety system. No injury is too small to report! All employees must be registered with the WSIB. Employers must register any new employees with the WSIB within ten days of hiring, or they can be fined. Employers must also report any injuries that occur on at the workplace to the WSIB within three days of the injury. Workers must report any injury to their employer immediately. If a worker misses work because of an injury or illness, the employer must report it to the WSIB within three days
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after the accident. Workers must also make a claim with the WSIB within six months of their injury. Although both the employer and the employee report any injury related to their job, employees must apply for workers compensation and the WSIB decides if the law covers a worker or not.
Real stories
WSIB Violations
An Ontario company operating as Ontario 1234567 has been charged with one count of failing to notify the WSIB within three days after learning of an accident to an employee. The company has also been charged with one count of failing to register with the WSIB within ten days of becoming an employer. These are violations under sections 152(3) and 151(1) respectively of the Workplace Safety and Insurance Act. The company and the company owner are scheduled to appear in a provincial courtroom.
Source: Adapted from media and government sources.

1. What law is this company breaking? 2. What were the responsibilities of the employer in this case? 3. What could the workers have done to prevent this? 4. What will happen next? 5. What do you think the judge will decide?
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Activity 13: Vocabulary review

Fill in the blanks using words from this unit. 1. The _________________ _________________ __________________ is the law that talks about minimum wage, hours of work, etc. 2. If an employer discriminates against me, I can complain to the ______________ _________________ _______________ _________________. 3. Money I pay each month to a union is called ______________ ______________. 4. An example of ___________________________ is when an employer doesnt hire someone because of their skin colour. 5. An example of __________________________ is when someone threatens or insults me at work. 6. If I get injured at work I can get _________________ ______________________. 7. _________________ ___________________ is my pay before all the deductions. 8. The ___________________ _________________ ________ ________________ _____ says that I have the right to know if I am working with hazardous materials.
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Activity 14: Quiz

How much do you already know about workplace law in Ontario? Work individually or in groups to select the right answers to the following questions about Ontarios employment standards. 1. What is the minimum wage in Ontario? a. $5.60 b. $7.52 c. $6.85 2. How many weeks of vacation do most workers in Ontario have every year a. four b. three c. two 3. How many public holidays are there in Ontario? a. eight b. twelve c. nine 4. What are the normal working hours for a worker in Ontario each day? a. nine b. eight c. seven 5. What is considered overtime? a. always after an employee has worked 44 hours in a work week b. usually after an employee has worked 60 hours in a workweek c. usually after an employee has worked 44 hours in a workweek 6. What deductions can employers make from an employees pay cheque? a. income tax, CPP, EI b. income tax, CPP, EI, uniforms, food c. none 7. Can employers legally fire you if you complain about a safety problem at work? a. no b. yes 8. Liquor servers make a. more than the minimum wage b. the minimum wage c. less than the minimum wage
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Rules and Regulations

The Ministry of Consumer and Commercial Relations (MCCR) is the part of the Ontario government that protects consumers. It works with a number of regulatory bodies to make sure that consumers in Ontario are treated fairly. 1. Retail Business Holiday Act: This act forbids business being done on eight days in the year: New Years Day, Good Friday, Easter Monday, Victoria Day, Canada Day, Labour Day, Thanksgiving Day, and Christmas Day. Since 1996, businesses have not been required to close on Boxing Day. Municipalities can pass bylaws that further restrict hours of operation. 2. The Real Estate and Business Brokers Act: The Real Estate Council of Ontario (RECO) administers this act and its regulations for MCCR. 3. The Motor Vehicle Dealers Act: The Ontario Motor Vehicle Industry Council (OMVIC) administers the act and regulations for MCCR. 4. Retail Sales Tax Act: This act regulates the collection of provincial sales tax.

Go to the Web site of the Ministry of Consumer and Commercial Relations at www.ccr.gov.on.ca/mccr/english/welcome.htm Go to Related Sites. Find one that is related to the occupation you are interested in. Report what the site contains to the rest of the class.
Activity 16: For more information on

If you need more details on Ontarios employment standards, use brochures or the Internet to find information about employment standards in Ontario. Use the For more information on page as a guide.
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labour laws in Ontario

66 Steps to
contact the Ministry of Labour at 416-326-7000 or toll-free at 1-800-531-5551 visit the Ministry of Labour Web site at www.gov.on.ca/LAB
maternity and parental employment insurance

contact the federal governments Employment Information (EI) line at 1-800-622-6232 or visit their Web site at: www.hrdc-drhc.gc.ca and follow the links to employment insurance
workers compensation
contact the WSIB at 416-344-1013 or toll-free at 1-800-387-8638, or visit their WISB Web site at www.wisb.on.ca
health and safety for workers

search the Internet for the health and safety association for your sector
WHMIS
Request a copy of WHMIS from Occupational Health and Safety at 416-314-5421 or www.gov.on.ca/lab/ohs
getting help
contact a settlement agency in your area. You can search for one at www.settlement.org or look in your phone book under community services look in the Yellow Pages under legal aid contact a legal clinic in your area. Legal clinics give free legal help to workers who are not represented by a union. For more information contact CLEO at 416-408-4420
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TRAINING AND EXPERIENCE

In this unit you will learn about qualifications the Canadian education system Canadian experience training and upgrading You will also practise describing your previous training and experience
Real Stories
In her own words
Most of what we do involves negotiation. We negotiate with property owners on selling price, with buyers about how much to offer, with banks on mortgages and interest rates and with other people involved in the sale: inspectors, advertisers, and contractors. To be computer literate is absolutely essential for anyone in real estate. Word processing and spreadsheet programs are the most important. We also have to know how to access and use the Internet. Understanding peripheral equipment like digital cameras, scanners, and video cameras is an asset. We need to have above average communication skills. The job requires tact and professionalism when dealing with buyers and sellers. We need to be able to speak in public. There is a great deal of writing in this position. Putting thoughts into organized written plans is essential. Some of the things we write include contracts, letters, and advertisements.Math is another important skill. Can you do estimates and calculations in your head? It took me time to learn to do this. Real estate professionals need to be able to think on their feet! We are often put on the spot. Real estate salespersons need a high school diploma and a provincial registration that includes passing a three-week (or more) realty course exam.
Source: www.jobprofiles.com
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Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. negotiation essential mortgages estimates inspectors access tact calculations advertising digital professionalism advertisements
1. What are the requirements of the job as described in the story? 2. Do you think that these are things you learn on the job, or are they things you learn in school? 3. Do you have these skills? 4. If you dont have them, how are you going to get them? 5. Can you think of an example where a realtor has to think on his or her feet?
The public education system in Ontario

Elementary, Secondary, and Continuing Education The stages of education look like this:
Elementary School (Junior School) Junior Kindergarten Grade 6 Senior School Grades 7 and 8 High School (Secondary School) Grade 9 Graduation
Elementary School Junior Kindergarten Grade 8
Sometimes other words are used. For example, senior school is occasionally called middle school and includes grade 6. In some areas, junior high school includes grades 7, 8 and 9. High schools are also called secondary schools. They may also include the word academy or collegiate. After secondary school (high school), young adults can choose to go to college, university or training school, or they can become apprentices or start work. There is a separate category of education for adults in Canada. This is called Continuing Education. The courses are divided into credit and non-credit courses.
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Non-credit programs include: English as a Second Language LINC Literacy Basic Skills General interest courses
Credit programs can include: High school courses Employment-related courses offered by a college, university or training facility
There is also something called the GED or General Educational Development. It is equivalent to a Grade 12. Many adults who were unable to finish high school prepare for and take this exam.
Source: An Introduction to the Public Education System of Ontario Toronto Board of Education
1. What kind of learner might choose to take a non-credit general interest course in basic car repair? 2. Would this course help a newcomer planning to work selling cars? Why or why not?
Listen to the instructor. Mark the syllable stress in these words and phrases, then practise saying each one. gestures strategies dignity worthiness visual aid knowledgeable worker technical literacy initiative public speaking pride voice consultative
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Choosing a course
Three courses are being offered at your local school. Public Speaking Level 1 Learn the effective use of gestures, eye contact, voice, visual aid, and other factors needed to get the message across. 8 sessions $85.00 1 evening a week Survivability Career Strategies for the New World of Work: Technical literacy, positive attitudes, self-marketing, communication, information gathering, learning to be a knowledgeable worker, consultative problemsolving, creativity, entrepreneurial initiative and self management. 1 session Saturday
Source: Peel District School Board Winter 2000
True Colours True Colours supports the basic values of selfconfidence, pride, dignity, worthiness and esteem. Enjoy better communication and co-operation through a greater understanding of yourself and others. 1 session 1 evening $20.00
$34.00
Which course would you be interested in?
Activity 5: Making choices

Read the three courses very carefully. Decide which one would increase your knowledge and skills. Write a paragraph outlining your reasons for choosing the course. Write about how it will help you work in the occupation you plan to enter.
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1. ___ gesture 2. ___ strategies 3. ___ dignity 4. ___ worthiness 5. ___ visual aid 6. ___ knowledgeable worker 7. ___ technical literacy 8. ___ initiative 9. ___ public speaking 10. ___ pride 11. ___ voice 12. ___ consultative a) willing to ask for and listen to opinions and advice b) serious manner or appearance, self-respect c) movement of the body to suggest an idea or an attitude d) taking the first steps usually without being asked e) a worker who knows and understands what is required for success f) self-esteem, self-respect, feeling good about oneself g) speaking in front of a group of people h) suggestions for solving problems or planning i) j) l) understanding technology and being able to use it an instructional tool like a map or chart having value to others
k) to express in words
Activity 7: Transferable skills

The primary skills used by realtors: negotiation; computer skills like word processing, spreadsheets and the Internet; communication; writing and math are the same as those used by every sales professional. Use a continuing education calendar from a school board, college or university to find a course that would help you learn these skills. You may also find information at www.trainingiti.com Complete the following chart. Fill in the time frame, the cost, and the prerequisites. A prerequisite is training, skill or knowledge you need before taking a course. For example to take Word part 2, you need to have finished Word part 1. Skill Negotiation Computer Communication Writing Math Time Cost Prerequisites
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Qualifications recognition
Newcomers often arrive in Canada with diplomas and degrees earned in another country. There is an organization that will help you get documents assessed and recognized. This will help in the search for a job, entry into a training or educational program or recognition of professional training. Before you do this, you need to investigate to find out what potential employers in your sector want. If they prefer an assessment by a certain organization, do that. You have to pay for the service, so it is a good idea to ask what is actually required. A new service called World Education Services (WES) has opened in Ontario. WES will provide objective assessments of foreign degrees and diplomas earned at the secondary or post secondary levels. The WES office is located in Toronto, but the services are for the province. See their Web site at www.wes.org/ca
Source: Learning Curve The Newspaper of Continuing Education November/December 2000
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. objective foreign recognition document diplomas investigate
Activity 9: Putting it all together

Using the information you now have, complete the following chart. Decide on the sales areas you plan to work in or the one you have the most experience in: retail, real estate or automobile sales and use that information to complete the chart. In Ontario Entry-level qualifications Education and job-specific training Knowledge of the industry and/or product knowledge Communication skills Customer service Team participation Computer literacy In other countries
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What are employers looking for?

Employers are looking for proof that you have excellent customer service skills, knowledge of the retail, automobile or real estate field, a college or university degree, and computer skills. In your resume and interview, make sure to describe any work experience and courses that you have taken that have helped you to get the skills they want. When you apply for a job in Canada, employers want to know about your work experience. You have to talk about: where you worked how long you worked there your position (job title, occupation) your duties and responsibilities Here are two examples: In Russia, I worked in a government department for five years. I started as a receptionist. After three years, I was promoted to payroll clerk. I kept records and issued pay cheques to staff. I worked for a real company here in Ontario from April until November. I was an office assistant. While working there I learned how to speak to clients to find out their need. I helped agents complete applications for mortgages and did the Internet research, identifying available properties in the client price range. I had my own small business in Beirut. I purchased jewellery from local artisans to sell to the tourist trade. I did a great deal of repeat business because of the excellent customer service I provided to my customers.
Activity 10: Write your experience statement

Write your experience statement using the examples in the box as a guide. Practise it and use it to tell people about your training, experience and knowledge. The more people know about you, the more they are able to tell others! Word-of-mouth is one of the best ways to get a job.
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Activity 11: Computer Task

Use a word processing program to type your experience statement. Check the spelling and grammar and print it out for your portfolio.
Portfolios: What are they and how do we use them?

A portfolio is a binder or file that contains information, certificates and documents that are related to your knowledge, skills and attributes. This kind of portfolio is similar to the kind of portfolio you may have worked with in a language classroom. Classroom portfolios are used to see the progression of your learning. For example, a writing activity at the beginning will be very different than the one at the end (we hope!). The vocabulary and sentence structure will be more advanced. In a personal portfolio, you collect examples from your life. A portfolio might be in a threering binder filled with sheet protectors. In the sheet protector you can insert lots of different things. Then when you have a job interview, you can custom-design a portfolio using things related to the job you are applying for. You can take this to the interview. The things in a portfolio could include: certificates you get when you take a course. Sometimes you could include the course outline letters of recommendation letters of recognition (from volunteering) performance evaluations articles you have written (have you written something in your first language you can have translated?) information about workshops and trade shows you have attended recently professional membership information (do you belong to organizations related to your field of interest?) Every portfolio will be different!

1. What kinds of things would you include in your portfolio? 2. Can you divide all of this information into general categories? Why might you want to organize your portfolio into different areas?
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Activity 13: Your portfolio

Think about the things you might put in your portfolio. Remember that transferable skills can be demonstrated in a portfolio. For example, if you are the chair of a committee at your temple, mosque, church, etc., that responsibility includes skills that can be transferred to any job that has meetings. Decide what areas you would like to highlight in a portfolio. Two of the areas are suggested for you. Fill in the chart. Refer back to the discussion you just had with the larger group for ideas. For example, Lifelong learning could include a list of courses related to the job. It shows a commitment to being current in your field. It also shows that you know how to learn. You could include course outlines or any certificates you have received. Include, if possible, samples of sales quotas that you've achieved. Activity Lifelong learning Affiliation/membership Talent/Skill Sample items that would demonstrate this
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training and upgrading

training available in your community www.trainingiti.com

76 Steps to
Information about Ontario Colleges of Applied Arts and Technology www.edu.gov.on.ca public libraries often have information about school board courses see the Canadian Post-Secondary School Finder at www.schoolfinder.com
funding resources for education

for information on Canada Student Loans visit www.hrdc-drhc.gc.ca/student_loans
employment Information
look at job ads in newspapers and on job sites like www.workopolis.com
associations and regulatory bodies

Retail Council www.retailcouncil.org Ministry of Consumer and Commercial Relations www.ccr.gov.on.ca/mccr/english/welcome.htm Ontario Motor Vehicle Dealers Association www.omvic.on.ca
assessment of foreign documents

World Education Centre (WES) www.wes.org/ca
language classes
check with school boards and colleges in your area check out www.settlement.org
portfolios
see the Essential Skills Portfolio portfolio.telecampus.com
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Terminology
Terminology for Equipment, Supplies and Technology Terminology for Work Tasks Communicating in the Workplace Communication and Customer Service Personal Plan
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TERMINOLOGY
In this unit you will learn about equipment and supplies technology procedures
Equipment
Sales professionals use a wide variety of equipment. Sometimes it is as simple as pen and paper. Increasingly though, people working in sales need to understand and use a growing list of tools. Even familiar tools are becoming more complicated. Tools are implements we use to enhance the way we do business. They are supposed to increase our efficiency.
Activity 1: Tools and more tools

Brainstorm with your group ten different items you think are used within the sales sector. Remember that the place of business may differ; people may work in a store, out of their car, or an office. Then consider each of the items you listed and decide how it helps a professional be more effective. One example is done for you. Tool cell phone Function communication anywhere, anytime, any place
Share your list with the other groups. Did the groups come up with similar lists?
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Supplies
Supplies are quite different from equipment. Supplies are called consumables. They are used up. A receipt book is a consumable. It is used to record sales. One copy goes to the customer or client, one stays with the company as a record of the sale (for tax reasons as well as financial recording). Supplies are re-ordered as needed.
Activity 2: Fill in the chart

Think about your working experience in sales or another kind of job. List at least ten consumable items and write down what sales professionals might use it for. For example, pens and pencils are used in all business. They are used to write reports, fill in sales orders, jot down notes and write memos. Item Use
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. complicated efficiency consumables implements effective receipt enhance function re-ordered
Activity 4: Charting
Using everyones work from activities 1 and 2, organize the lists into three areas: retail, real estate and automobile sales. Are there areas of similarity? Are there areas of differences? Prioritize equipment and supplies for each of the areas. In other words, decide for each sales area which of the items are essential (you cant work without it), an asset (enhances the way you work) and non-essential (you can do without it). Are the lists identical? Are there some pieces of equipment that are more useful to real estate agents, for example? Are the same supplies used by most or all sales professionals?
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Office environments in larger organizations have certain similarities. The picture below represents a typical environment you might find in a dealership, a department store or a real estate office. Write the number from the picture in front of the correct word. ___ calculator ___ clipboard ___ computer ___ correction fluid ___ desk ___ desk calendar ___ desk pad ___ envelope ___ fax machine ___ file folder ___ filing cabinet ___ ink pad ___ legal pad ___ letterhead paper ___ stapler ___ office manager ___ organizer ___ packing tape ___ paper clip ___ paper cutter ___ tack ___ photocopier ___ postal scale ___ post-it notes ___ swivel chair ___ paper shredder ___ electric typewriter ___ stacking tray ___ supply cabinet ___ appointment book ___ microcassette transcriber ___ electric pencil sharpener ___ padded envelope ___ rubber/elastic band ___ rotary card file
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1. Would a mom and pop operation have a set-up similar to the office environment in Activity 5? Would a one-person real estate office look the same? Why or why not? 2. How and where would small operations do office-related business? 3. Retail salespeople in stores have workstations. What do workstations look like? 4. Real estate salespeople need a car. What equipment would they carry with them in the car? 5. Car sales agents work in an office. What is essential to their getting their work done?
Technology
Can a sales professional work without technology? Think about what people do on the job. What technology is absolutely essential? At the very least, a sales professional needs access to a telephone. A lot of salespeople now carry cell phones. The loss of a sale is often only a call away! Fax machines and computers are essential to exchanging information quickly. Computers do everything from recording sales to asking another computer to replenish inventory. Databases are critical to sales professionals. What happens if you lose a clients number? Maybe a lost sale is the result. For real estate agents and car salespeople, a picture is often worth a thousand words. Digital cameras, video cameras and scanning machines can be used to show clients the properties in a more convenient way. Sales professionals use technology for a variety of purposes. Some of these purposes are: recording sales updating inventory making a video tape of a property and posting it on the Web preparing a database of clients checking financial information about clients searching the internet for trends and to see what the competition is up to calling clients faxing a sales agreement to a bank to speed up the sales process analyzing sales.
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Write the number from the picture in front of the correct word.
___ monitor ___ cable connector ___ keyboard ___ zip drive ___ laptop/notebook ___ scanner ___ floppy disks
___ printer ___ CPU (hard drive) ___ track ball ___ CD-ROM ___ power bar ___ mouse ___ on/off switch
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Activity 8: Software use

These are some of the software applications used in a business environment. What software are you familiar with? Circle the ones that you have heard about before. Put a star beside the ones that you can use. ACCPAC Adobe Pagemaker Eudora LotusNotes MS Excel MS Outlook MS Word QuattroPro Specialized Inventory System Framemaker Adobe Photoshop FileMakerPro LotusWordPro MS Front Page MS Power Point Netscape Quicken Point of sale software like Infocorp Adobe Illustrator CorelDraw Lotus123 MS Access MS Internet Explorer MS Windows QuarkXpress WordPerfect Windows
Activity 9: Sort the different types of software

Put the software listed above into the correct category of who might be using it A sales associate making a sale A realtor working on his or her laptop A sales manager analyzing the latest sales figures The manager of a car sales office who is running a small business
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Money, money, money

When you purchase something, how do you pay? It used to be easy. First there was cash. Then we could use a personal cheque. Cheques were considered to be the same as cash. Then came the credit card and we would be asked Will that be cash or charge? Credit cards let us purchase items and pay later. Stores have a layaway system that allows you to do the same thing. Except with credit cards, if you dont pay off your monthly bill, you pay interest on your purchase price. Now, we can also use a debit card. It looks like a credit card, but it works like cash. When we purchase an item, the cash is immediately removed from our bank accounts. Then there are all of the special credit cards that you can only use in particular stores like Canadian Tire or The Bay. These also charge interest on all of your purchases. When purchasing a big ticket item like a house or a car, customers rarely pay cash. It often involves a down payment and a bank loan. With a house or condominium, the loan is called a mortgage. There are set and fluctuating interest rates attached to the type of loan a customer gets.

Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. purchase layaway loan cheque debit fluctuating credit particular rarely

1. Are the same payments choices available in other countries? 2. In your opinion, do customers have too many choices? 3. What are the dangers of buying using a credit card? 4. Are there disadvantages to store owners accepting credit cards?
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supplies and equipment

86 Steps to
look in business supply catalogues (Grand and Toy, Business Depot/Staples, The Office Place, etc.) look in computer catalogues or search the Internet. Every computer company has a Web site. visit a workplace related to the work you want to do look at trade journals or Web sites dedicated to the field of your interest
financial systems
every Canadian bank has a Web site pick up information flyers at your bank. They explain everything from credit cards to mortgage rates
technology
Introductory Computer Literacy for Adults literacy.kent.edu/Midwest/Materials/ndakota/complit/toc.html The Help WebA guide to getting started on the Internet www.imaginarylandscape.com/helpweb/index.html
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WORK TASKS
In this unit you will learn about the essential transaction common tasks related skills You will also practise setting priorities
Sales
The essential task of every sales professional in any sales job is to complete the transaction, to make the sale. The process for doing this is different in different companies or sales occupations. It is also a matter of personal style. Companies rely on their sales force to sell the product, whether it is a sweater, a car or a house. It is helping the customer to the point where they say yes to the transaction itself. There are tips that are useful in any sales transaction: 1. Know your customers needs. Ask the right questions. For big ticket items, this is apparent. For a small item, if a sweater is the wrong size or colour, what harm does it really do to just sell it? Do you think the customer will return to buy from you again? 2. Talk to clients about how the purchase will benefit their lives. A friend bought a house when the real estate salesperson pointed out that her commute to work would be 15 minutes by subway instead of a 45-minute drive. She would save $50.00 a week on parking fees alone! The agent had done her homework. 3. Similar to number two is listening. Listen very carefully. Sometimes you can read between the lines and find out what a customer really wants! Personality and style impacts the success of a deal or transaction. Are you a hard sell or soft sell performer? Are you able to be empathetic; do you smile and make eye contact; do you have a firm handshake? Can you stay focused on the sale; think on your feet and most of all never lose your temper? The saying The customer is always right is related to selling. There are also rules related to transactions. These are related to the profession. You need to know that a house deal is final. You cant get your money back. It is the same with cars. Smaller personal purchases, unless they are final sale items, can be returned with the receipt. The length of time for returns varies company to company. Whether you get credit or money back is also at the discretion of the company.
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Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. style personality empathetic benefit performer varies commute handshake discretion

Read the following sentences and circle T for true statements and F for false statements. T T T T T T F F F F F F 1. A money back guarantee is offered with the purchase of every house. 2. Customers can always get cash back when they return an item to the store. 3. The transaction is the least important task in sales. 4. Listening carefully is critical in sales. 5. A customer will always return to the same salesperson. 6. A sales professional needs to believe that the customer is always right.
Look at the statement in the box and answer the questions. Is there consensus, or do you disagree? Did you know Some buyers believe that most salespeople are liars. It is not said out loud but it is believed. 1. Is this only a belief in North America? 2. Have you heard similar sayings in other countries? 3. Why do you think that some customers believe that this is true? 4. What would you do as a sales professional to change the customers mind?
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The four steps of selling

Selling involves four separate steps no matter what the product is: 1. Approach 2. Discover needs 3. Present goods 4. Close sale
1. Work with a partner. Decide what each of these steps mean to a salesperson. One person will be the customer, the other will sell. Decide on a product. Describe what each of you might do or say in each of the four steps in the selling process. 2. In your opinion, which is the most difficult step to complete? Why?
Common work tasks

Sales professionals have a range of tasks. Some are specific to the area of sales and the company employing the sales person, but there are tasks common to all sales employees. Using fundamental math: multiplication, division, fractions and factors. Research skills: finding information for a client or customer (it may be searching for legal documents related to land ownership, or if another store in the chain has an item in the right size or colour, or knowing how to find the resale value of a used car). Organization and planning: to complete a transaction, you need to follow a process in a timely, organized manner and not miss a step (in real estate it may mean juggling several properties at a time, for the car salesperson it may mean keeping track of loan applications pending approval, and for the retail salesperson, it may mean knowing the steps for giving a refund on a credit card). Problem-solving: if a transaction is blocked, a sales professional needs to quickly come up with a solution or strategy. Communication: transactions are legal in nature so they must be clear to the buyer. Reading, writing, listening and speaking skills are all used by sales professionals. Listening and speaking would seem to be the most critical until we look at the documentation that goes with a transaction. Handshake deals are really not used anymore! Computer proficiency (also known as computer literacy): it is important to have basic computer skills. Real estate sales forces probably use more equipment than other sales forces. In many organizations there are specialized software packages you need to learn. The need for these skills continues to grow.
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Negotiation: in some ways, the transaction depends on negotiating your way to a successful transaction or sale. But it goes beyond the transaction. Salespeople, like most workers today, work as part of a team. Negotiation is a relationship skill. Customer service: salespeople need excellent people skills. You need to enjoy working with people, be interested in them and be quick to respond to their needs.
Source: Essential Skills Profiles www.hrdc_drhc.gc.ca/essentialskills and Ontario Real Estate Association www.orea.com/careerintro.htm
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. fundamental ownership refund multiplication juggling strategy fractions pending relationship
Activity 6: Filling in the blanks

Choose the correct word to complete each sentence. refund strategy juggling ownership fractions relationship
1. My ______________________ with my math teacher was not a good one. I could not understand ___________________! 2. Busy people get everything done by _________________ more than one thing at a time. 3. The sweater that I was given didn't fit. I returned it for a __________. 4. We take ___________________ of our new house in three months. 5. A good _______________ to use in looking for work is to make a list of skills listed in job ads in your sector.
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Activity 7: Reading for information

Mai Ling was thrilled to find the exact dress she wanted for her first day at her new job. She was also happy because the dress was marked down 35%. The original price was $129.99. When she went to pay for it, Carla was very apologetic. She told Mai Ling that the computer system was down and she would have to handle the transaction manually. For the inconvenience she would take another 5% off of the final cost of the marked down dress. Mai Ling smiled at Carla. Another 5% was worth the wait. Following is a blank receipt. Complete it for Mai Ling.
Dresses R Us 123 Main Street Our City Ontario

Item Product number Quantity Cost
Less percentage Total Sale Coupons or other discounts PST GST Total Sale
Activity 8: Making connections

Carla used a number of skills in this transaction. Beside each skill listed below, give an example from Activity 6. 1. Communication 2. Numeracy 3. Problem solving 4. Negotiation _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________
5. Customer service _____________________________________________________
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In your small group, discuss the following questions. Someone should be the recorder and someone should be the presenter. Present your ideas to the other groups. 1. Do you think Carla did the right thing? Why? 2. Carla is an employee, not an owner. Do you still think Carla was right? Why or why not?
Activity 10: In my opinion

Refer to Activity 7. Write a brief description of how you personally would have dealt with this problem. Describe the skills you would use.
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Activity 11: Classify the work task

The following is a list of word tasks described in Human Resource Development Canadas Essential profile for retail sales professionals. Assign a code to the list of work tasks according to the skills needed to perform them. There may be more than one skill involved for each task. You will note that many of the tasks are the same for all sales professionals. N - numeracy R - reading comprehension W - writing skills P - problem-solving skills 1. Read product labels for information on the care of products and for instructions on the use of products. 2. Read lists of customer entries in a database. 3. Complete purchase orders for inventory replenishment. 4. Refer to assembly drawings of product. 5. Use word processing to write a letter or quote a price to a customer. 6. Refer to product books or catalogues to find the range of items offered in various product lines. 7. Contact another branch by telephone or email to determine the availability of items requested by customers. 8. Use communication software like email. 9. Decide whether to match a price offered by another store if the price difference is not too big. 10. Handle cash, credit card and debit card transactions and provide change. 11. Use a telephone appropriately and efficiently. 12. Read comment cards filled in by customer. 13. Read company guidelines about inventory control. 14. Fill in accident or incident report forms. 15. Write phone messages and record quote information. 16. Calculate discounts, taxes and currency exchange. C - communication skills IT - computer skills/information technology F - ability to understand forms, charts or graphs
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17. Read notices about policies, procedures, benefits. 18. Greet customers and make general conversation. 19. Observe suspicious behaviour by customers. Call security or stick close to person to prevent a probable theft. 20. Read model numbers on products. 21. Prepare invoices for customers. 22. Write delivery information clearly on packages which are to be picked up by courier. 23. Read and interpret sales statistics comparing sales over various periods of time. 24. Interact with customers to explain the features of products, respond to customer enquiries and to persuade them to make the purchase. 25. Organize special events such as fashion shows, special sales.
Source: Essential Skills Profiles www.hrdc_drhc.gc.ca/essentialskills
Additional skills
In addition to the basic skills required in the sales occupations, employers today are looking for skills to fit the new workplace. There are more responsibilities and changing rules and regulations. For example, since November 1999, all new car salespeople must be certified. Here is a list of skills that employers are looking for, both traditional and additional skills and attributes. If you have any of these additional skills, make sure you mention them in resumes and interviews! While these skills may be general, they are the skills all employers in Canada have identified as necessary. Traditional Skills and Attributes Additional Skills and Attributes
willingness to learn strong organizational skills excellent oral and written communication skills ability to work on several tasks at a time (multitasking) ability to work well with people good judgment flexibility professional appearance business-like approach to work
ability to prioritize experience using the Internet writing for different purposes: faxes and email product and sector knowledge knowledge of sector regulations including taxation and certification knowledge of employment standards legislation, health and safety legislation and human rights legislation research skills personal initiative
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Activity 12: Describing your abilities

Which of these work tasks are you familiar with? How do you perform them? speak read I am able to I know how to I have experience
(use ing after the verb)
sales results from charts and graphs product catalogues records of purchase, invoices and purchase orders tax and currency tables memos and email database of customer names warranties and related notices research product information complete work-related forms with clients accurately. comfortably. confidently. correctly. efficiently. politely. quickly.
check track write decide use calculate interpret understand
I would like to learn more about

(use ing after the verb)
Activity 13: Describing your abilities

Write eight sentences that describe your ability to do the duties of a sales professional. Use some examples of additional skills as well as traditional skills. For example: 1. I have experience speaking with clients politely. 2. 3. 4. 5. 6. 7. 8.
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Sales Occupations in general www15.hrdcdrhc.gc.ca/english/profiles/59.asp Real Estate www.orea.com/careerintro.htm Retail www.canadianretail.org/qualifications.html Automobile Sales www.omvic.on.ca look at job ads for the area of your choice
taxes and currency exchange

Canada Customs and Revenue Agency www.ccra-adrc.gc.ca for up-to-date currency exchange rates check with a bank or the business section of a newspaper
Employment
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COMMUNICATING AT WORK
In this unit you will learn about communication in the workplace workplace culture You will practise making suggestions participating in a team meeting
Article
Communication skills are essential for sales
Good communication skills are required in any business. To sell your product you must be able to explain the features and benefits that make the product unique. Often, choosing the right or wrong phrase can make or break the sale. Below are some tips from the Canadian Professional Sales Association (CPSA) on choosing your words carefully: Create a positive mindset. Substitute negative or pessimistic words like rough, hard, tough and difficult with productive ones like rewarding and challenging. Avoid using words expressing extremes like best, worst, always and least, unless you can substantiate them. Replace them with words like frequently, rarely and usually. Learn your clients companys unique terms, acronyms and abbreviations and drop them into conversation. Redirect the client from left-brained analysis to right-brained creativity. Try to sell your product or service by inspiring clients passion and interest.
Source: www.strategic.ic.gc.ca
Activity 1: Reading comprehension

1. Why do sales professionals need excellent communication skills? 2. What is meant by make or break the sale? 3. Who is giving the advice here? Would you trust their advice? 4. What are the four pointers they give?
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Activity 2: Describing a product or service

Decide what is wrong with these sales lines. Then, rewrite them according to the advice in the article. 1. In a small restaurant: A lot of people dont know this, but ours is the best sandwich you will ever try. Much better than Marys down the street.
2. In a small computer store: This computer program is very difficult. I am the best person to teach you how to use it.
3. In a sporting goods store: These shorts will make you look good even before you get into shape. Try them on, youll see how they can disguise anything!
Activity 3: Describing your product

In small groups, choose a picture of a product from a magazine. 1. On a sheet of paper, list as many words as you can about that picture. 2. Fill in the following information using the picture you have chosen: The product:
Main features:
Adjectives used:
Comparisons that can be made:
3. Pass this page on to the next group, but keep the picture. 4. The next group will write an ad for your product while you write an ad for another group. 5. Post the ads and the advertisement on the wall and see if the class can identify which products the ads are describing.
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Communication
Employees in Ontario are used to workplace cultures that: value teamwork; provide feedback and evaluation in order to improve performance; and treat people with respect in the workplace.
Activity 4: Quiz
Match the words to their definitions. 1. 2. 3. 4. __ teamwork __ performance appraisal __ workplace culture __ high turnover a) many changes in staff; people come and go a lot b) working together to serve customers, solve problems in the workplace and/or develop products c) the way that a company expects that the employees will behave, such as the dress code d) a formal way for the employer to tell employees how they are performing at work and to discuss what needs to be improved; usually completed at the end of a probationary period and later, yearly
The Canadian workplace

In Canadian workplace culture, there are unwritten rules and expectations about doing business. We are comfortable in a business relationship if we are at an arms length. This is different in many other cultures. The personal space between people is much smaller. But when doing business here, remember at arms length. Then there is the matter of making eye contact. Making eye contact is believed to be a sign of listening, honesty and respect. Because some people still believe salespeople are dishonest, it is important to be perceived as honest and that is what eye contact suggests. This is an example of non-verbal communication. Customers will read meaning into the way you stand, look at them or greet them. The other area valued in the Canadian workplace is time. In workplaces, punctuality has great value. For example, meetings are scheduled with times for start and finish clearly established. Customers also value their time. That means that transactions should be completed in a timely manner. For example, if you are working face-to-face with a client and a friend calls to chat, what do you do? One of the most common complaints heard about customer service in stores is being ignored.
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Listen to the instructor. Mark the syllable stress in these words and phrases, then practise saying each one. workplace culture arms length non-verbal communication unwritten eye contact punctuality expectations dishonest calls to chat

Match the phrase or word to the meaning. 1. ___ workplace culture 2. ___ arm's length 3. ___ non-verbal communication 4. ___ unwritten 5. ___ eye contact 6. ___ punctuality 7. ___ dishonest 8. ___ calls to chat a) communication using hand gestures, facial expressions b) looking at someone directly in the eyes c) phones to talk; casual conversations on the phone d) not to be trusted e) a distance between two people who are not family members or friends f) being on time g) not expressed in writing h) what makes a company unique; rules, policies, uniforms, etc.
1. Describe the workplace culture in other countries. 2. What are the unwritten rules? 3. How is it different from Canadian workplace culture?
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In a workplace, how do people greet each other? Match each type of greeting with a situation. There may be more than one possibility. 1. ____ greeting a customer for the first time 2. ____ greeting a client you have worked with for years 3. ____ meeting a new co-worker 4. ____ greeting a close relative 5. ____ greeting someone you see every day 6. ____ a social acquaintance 7. ____ your best friend a) words only b) a kiss (or two) c) a hug d) a handshake e) a slap on the back f) an air kiss g) a smile
Real stories
Making assumptions
Joey is a sales agent at a local car dealership. Marta came in to buy a car. Her brother Philip was with her. Joey greeted them and asked Philip what they were looking for. Marta told him that she was the one in the market for a car. Joey kept talking to the brother. Marta decided to look at cars at another car dealership. She politely thanked Joey and left. She and her brother went to a car lot down the street. Ivan greeted the two potential customers. He asked them what they were looking for in a vehicle. Marta told him that she was a social worker and often drove kids to appointments. Many of the children were in wheel chairs and these had to go as well. Ivan focused entirely on what Marta was telling him. He suggested a hatchback and a four-door model. He also suggested that she choose the model with the wider doors so there was more room to manoeuvre the kids in and out of the vehicle. Marta bought the car that day.
Activity 9: What happened?

Write a paragraph that explains why Ivan got the sale and Joey didnt. Include a reason for not making assumptions.
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Stereotypes
I like everything about my job except how the general public perceives the job. They think we are sleazy operators. a used car salesman There are many jokes made about some sales jobs. They have been part of the North American culture for many years. They are usually not very funny, and they are based on stereotypes. It is important to realize that when you hear a joke made about a used car salesman, for example, it is not aimed at you but a profession. Dont take it personally. Stereotype 1 A used car salesman is dishonest. A used car salesman is not trusted or believed because he or she will cheat you by selling you a car that will break down as soon as you drive it home! Of course this is not true of most car sales associates. But it is a myth that still is partly believed by many people. Stereotype 2 Travelling salesman jokes are usually rude. Like the stereotype linked to sailors, they are said to have a woman in every town and to be untrustworthy.

1. Do these stereotypes exist in other countries? 2. Can you think of some strategies to use if someone tells you a joke you dont want to hear? 3. What other kinds of jokes need to be avoided in a Canadian workplace.
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Team meetings
These can also be called sales meetings or office meeting or staff meetings. Meetings are scheduled for a reason, and people have roles to play. There is a chair, a funny word that refers to the person who is running the meeting. There is sometimes a timekeeper who keeps things moving along. There is a recorder, who takes notes of what happens. Everyone is a team member, expected to contribute to the process. Teams meet to: to find ways to continuously improve performance to find ways to solve problems to motivate and involve everyone A team has: a common goal a need for each member awareness that they are a team a shared way of doing business to work together part of the time the ability to accomplish more together than members alone As members of a team, we need to: learn to speak up in groups take responsibility for our personal actions learn to give our opinion say no receive and respond to criticism make requests negotiate for something we want

Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. roles continuously opinions chair motivate actions recorder accomplish criticism
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Using the information from the reading, decide whether or not you believe teams are a valuable addition to the work place. Organize the pros or the cons (the reasons for or against) and write a paragraph stating your opinion.
Activity 13: Speaking up

Read one of the following case studies. Appoint a chair, recorder and timekeeper. There should be at least five or seven in your group. You are the team brought together to resolve the issue. Decide on a presenter who will describe the process you followed in your meeting, what the problem was and what you as a team decided to do. Dont forget to use polite forms of interruption such as; excuse me or Id like to add . Case Study 1 Jims dealership is in financial trouble. The owner has called a team meeting to ask the team for creative and/or financial solutions for a short-term problem. Interest rates have gone up and until they go down or people are comfortable with the new rate, the number of sales continues to decrease. Case Study 2 A large department store chain has an earned reputation for poor customer service. Management has pulled together a work team of supervisors and front line sales staff. They have a day of paid time to generate strategies for better customer service. Case Study 3 A smallish real estate company has noticed that their competitors in their geographical location have increased their market share since they have gone on-line. There is very little money left in the marketing and advertising budget. The team is asked to come up with some creative ideas about getting the word out about their company. They are also asked if there is a cheaper way of getting on-line themselves.
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Activity 14: Asking for clarification

Asking for clarification is not a negative thing to do. If you are not sure that you understand a process or a word, ask for clarification. The scenario for this exercise: A supervisor is explaining to you the new policy of carrying a beeper whenever you are working. You have questions about what to do if it beeps and you are with a customer. Do you stop and find a phone? What about when you are on your lunch break? Work with a partner and prepare a dialogue using the following language: Im sorry, could you Let me clarify, I heard you say Im not sure what you mean Can you suggest What if
Activity 15: Thinking outside the box

Think about the workplace today. It is constantly changing. Does the saying in this box suggest anything to you? Elephants have a hard time adapting. Cockroaches outlive everything.
Source: Peter Drucker
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visit the public library for books in your profession

106 Steps to
check for training at www.trainingiti.com read newsletter, magazines and on-line resources like usa.advantage.bridges.com/
workplace culture
go to a workplace and look around talk to people who do the job Conference Board of Canada www2.conferenceboard.ca Canadian Charter of Human Rights www.pch.gc.ca/pubs/pub-rights.htm Ontario Human Rights www.ohrc.on.ca/english/code/codeeng.htm
Employment
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COMMUNICATION AND CUSTOMER SERVICE

In this unit you will learn about communicating with clients excellent customer service personal communication skills You will practise customer service dialogues responding to requests
Customer service tips What to do and not to do when dealing with clients
Do practise good listening skills make a positive connection be honest and helpful always follow through on your promises keep calm at all times be courteous and polite make customers feel important keep your conversations professional
Source: Adapted from 9 to 5 Magazine for Administrative Professionals, Vol. 2, Issue 1, Spring 2000.
Dont be overly friendly or familiar talk about their or your personal issues gossip use inappropriate language attack when being attacked make promises you cant fulfil
Activity 1: In my opinion
Think back to the discussion in the last unit about assumptions. Also reread the information about greetings and workplace culture. Is there anything you would now add to the list above?
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Activity 2: Reading comprehension

Use each of the following words in a sentence. You can use a dictionary if you wish. Remember to use the correct form of the verb. talk chat gossip talk shop talk your head off talk down to follow through follow up
1. He always talks about other people! He always _______________________________. 2. He always talks about work! He always _____________________________________. 3. She is very condescending. She _________________________________ to other people all the time. 4. She talks too much! She __________________________________________________. 5. Starting projects is easy, _______________________________is the hard part! 6. We always have a short and friendly conversation. We always ____________________. 7. You should ___________________ this letter with a phone call to get more information.
What is customer service?

Customer service is any contact between a potential customer and an employee. With good customer service, the contact results in a positive experience. Customers want good customer service or, better still, excellent service. They want an employee to listen to them politely with full attention. They want a quick response, but a thoughtful one. They do not want to be ignored or made to wait while the employee is speaking on the telephone. They want to be helped to reach their goal: buying a new car, dinner, medical treatment, getting off the bus at the right stop or buying an ice cream cone. As you can see by these examples, customer service is part of all business and service delivery. For sales professionals, every action they make impacts on the experience of the customer!
Source: CanadaWorks
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Listen to the instructor. Mark the syllable stress in these words and phrases, then practise saying each one. contact thoughtful service delivery potential politely customer service excellent goal impacts
1. Think about the customer service that you have experienced this week. Think about the things you have bought. In general, have the experiences been positive or negative ones? 2. Look at the do and dont reading. Can you identify where the salesperson went wrong? Can you identify what they did right.
Customer service
Before you begin to work in the sales occupation of your choice, you need to identify your target audience. You need to have an idea of who will be the buyers. Do market research to determine who the potential customers are in the area where you plan to work. If you plan to work for an upscale boutique, you need a certain look. Customers have certain expectations about the sales staff regardless of the sales sector. You need to research the dress, attitude, language and appearance of people doing the work you are interested in. You also need to establish commendable customer service by providing friendly, professional and knowledgeable service. Dealing with complaints efficiently and smoothly is another important skill necessary to work in any sales environment.
1. What are three characteristics of good customer service? 2. In your opinion, what are three sure ways to lose a customer? 3. Do you have good customer relations skills? Give an example that proves it.
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Everyone has a story to tell

Everyone has bad customer service stories to tell. We are all customers as well as sales staff. Thats something that we forget sometimes when we treat our customers the same way that makes us mad! Sometimes we have good customer service stories to tell.
Activity 6: Your story

Write your story about a positive or negative experience. Organize your thoughts in a draft before writing the final copy. Remember to be clear about why it was good or bad. Share it with the others. Did more people write about positive or negative experiences?
Activity 7: Responding to customer requests

Sales professionals do a number of tasks related to customer requests. In these dialogues you will have to develop the correct questions and answers for the different situations and practise them in a role-play. Example a) The customer wants to return a sweater b) Ask for the receipt c) Ask for the reason it is being returned d) Too large e) Ask for the customers information for the return form f) Dont forget to smile and say come again or something equally polite.
Dialogue Customer: Excuse me. I would like to return this sweater. Sales Associate: Do you have your receipt? Customer: Here it is. Sales Associate: Thank you. I need to make a note of why its being returned. Customer: It was really the wrong sizemuch too big. Sales Associate: Okay. Last thing, would you please fill in your name and address on the receipt. Sales Associate: Thank you. Here is your copy. Have a nice day!
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Try these 1. make a payment on their credit card verify the amount and credit card receipt talk about the special event in the storea fashion show thank you 2. request to see a house (saw real estate number on sign in front of house) brief description of house request of similar houses make appointment verify details 3. potential customer looking in the windows of a car on the lot greetings chat product information set up test drive 4. looking for a new toaster questions about type of toaster price range locate for customer complete purchase
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The voice of the customer

The Customer Wish List 1. They want it to cost less, even if the price is fair. 2. They want it faster/immediately. 3. They want it to come to themdelivered. 4. They want it to be upgraded or replaced automatically. 5. They want it even before it is available. 6. They want it customized to fit their special requirements. 7. They want it to come pre-assembled and ready to run, no instructions or thinking required. 8. They want to be able to return it with no hassle. 9. They want it to work better than advertised 10. They want to feel good about being your customer.
Source: Adapted from sbinformation.about.com
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. automatically immediately pre-assembled upgraded customized ready to run available advertised hassle
Activity 9: Reality versus wish list

1. Think about a company you have worked in or are familiar with as a customer. Are any of these customer wishes realistic? 2. Work together to think about what a company would need to do in order to fill these wishes. How costly might it be in time and money? 3. What do you think the return on investment would be?
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Your voice: leaving voice mail messages

When you leave a voice mail message, make certain you relay all the following information: who you are, when you phoned, why you called, what information you want to leave, what action you intend to take, if any, what action you want the recipient to take, how and when you can best be reached, and your phone number.
Take the time to craft your message so it sounds natural, relaxed and friendly. If you are unsure of yourself, test what you want to say on a tape recorder or by phoning your own voice mail. Practice will ensure that your recorded message is crisp and to-the-point. Keep the message length at less than a minute. You do not want the recipient to reach for the delete button because you sound like you are going to ramble forever!

Match the words to their definition. Write the letters in the blanks. 1. __ crisp 2. __ to-the-point 3. __ recipient 4. __ delete button 5. __ ramble on a) no extra information included b) one who receives c) a computer key that erases words and pictures d) talk without being clear about what you want e) clear
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Activity 11: Leaving a message on voice mail

Write down the message that you want to leave, practise it twice, then read it to the group and get their feedback. who you are: when you phoned: why you called: what information you want to leave:
what action you intend to take, if any:
what action you want the recipient to take:
how and when you can best be reached: your phone number:
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Activity 12: Evaluation

1. Was it crisp? 2. Was it to-the-point? 3. Did he/she ramble on?
The last word.

98% of unhappy customers or clients never complain about rude behaviour 90% will never come back to the company Each will tell their story to nine or more people. You do the math!

Read the information in the box. 1. Do you think these facts are correct?
2. What impact could this behaviour have on the bottom line of the company you work for? 3. What can you do as a sales professional to make sure this doesnt happen?
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contact Canadian Professional Sales Association (CPSA)

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visit www.intelygis.com see ABC News on-line abcnews.go.com/sections/business
customer service
Customer Service Handbook at www.fastcompany.com/fc/service/text.html Better Business Bureau at www.bbb.com
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10
PERSONAL PLAN
In this unit you will assess your skills and knowledge make a personal plan for the near future discover community resources to help newcomers You will also make a personal plan for the next steps to take
Where do you go from here?

What are the next steps that you need to take? Before you begin your job search it is important to assess and evaluate your skills, training and objectives. This will help you decide if you are ready for the workplace. Self-assessment A self-assessment allows you to 1. consider your personal characteristics; 2. list your training, experience, and industry skills; 3. know what you want in a job; and 4. make a list of the first steps. Personal Plan One way to make sure that you get where you want to go is to map out your journey by deciding on a few steps at a time. This is sometimes referred to as setting realistic goals or setting attainable goals. The list of questions on these next pages are based on the skills, knowledge and training that employers are looking for in sales professionals. The questions will help you think about your previous education, training, experience, skills, knowledge, and interests and help you make a plan of action.
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Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. assess evaluate characteristics realistic self-assessment attainable
Activity 2: Assess your personal characteristics

Answer the questions with a yes or no. These personal characteristics are seen as essential for successful sales professionals. Where the answer is no, think about what you could do to change it to a yes. Are there courses you could take? If you need more information, can you do research?
Questions
Personal characteristics and work ethics Do you have a good attitude and a positive outlook on life? Do you enjoy competition? Are you familiar with the dress codes used in sales positions? Are you organized? Do you get things done on time? Can you take advice from others? Do you adapt easily to changing conditions?
Yes
No I can
Communication and social skills

Can you communicate clearly and effectively in English both orally and in writing? Are you confident in your customer service skills? Do you enjoy working with the public?
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Questions
Are you able to motivate employees? Are you knowledgeable about workplace laws? Have you worked successfully with clients and employees in your previous business? Can you negotiate details in a variety of situations? Do you work well in a team situation? Do you enjoy selling?
Yes
No I can
Activity 3: Make an inventory of your skills and training

These questions focus on your skills and training. First, go through all the questions and answer yes or no. Then, go back and look at all the questions for which you answered no. Try to think about what you can do to gain this knowledge or these skills. Are there courses that you can take to help? Are there people who can help you? Are there ideas that you need to reconsider?
Questions
Technology Can you use a word processor? Are you able to use the Internet to do research on competitors, send email messages and research products? Can you use computer peripherals? Digital cameras, etc. Can you use a cell phone or pager? Can you use a cash register?
Yes
No I can
Education and training Do you have the education level that you need to be successful in sales?
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Questions
Is certification or registration required in Ontario for your occupation? Do you have the certificate, diploma or degree required to work in your occupation? Training and upgrading Do you think you need upgrading or extra training before your job search? Do you know where you can get training in your field? If you were trained overseas, do you need to upgrade your certification? If so, have you collected information about certification in Canada? If not, do you know where to get this information? Do you know what English skills you need to work on? Do you need to find a special ESL class?
Yes
No I can
Questions
Experience Do you have customer service experience? Have you worked in Canada? Have you worked in sales in Canada? Have you had a volunteer job in Canada?
Yes
No I can
Knowledge Do you have experience working with essential or specialized workplace equipment?
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Questions
Do you have a basic knowledge of Canadas tax system for sales? Do you have a basic knowledge related to the occupation of your choice? Do you have a basic knowledge of the labour legislation in Ontario? Do you know where to get more information about sales jobs in Ontario?
Yes
No I can
Activity 4: A personal plan

Take all the nos and make a short term plan. Choose five steps that you feel you can accomplish this year and list them here: 1.
2.
3.
4.
5.
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Training and upgrading

Sales professionals are lifelong learners. They always have to learn new product lines, discounts, specials, new inventory systems, new marketing plans and other on-the-job training. Employers also send staff on short and long-term training. When you are not employed, your learning is independent learning. Training and upgrading is available from local boards of education, community colleges, private training institutions and universities. There are full-time, part-time, co-op programs, and continuing education programs. Industry knowledge Sales professionals need to stay current on product development, future trends and the economy in general and specific. Real estate agents need to be constantly alert to mortgage rates, building starts and what is currently on the market. Retail salespeople need to know whether the economy is healthy or not. It would also be useful for them to keep current with buying trends and tax information. Car salespeople must know the new seasonal offerings of their dealership inside and out. It is also useful to know trends. For example, who in the family decides on the type of car, the male or female? Reading the business section of the newspaper, watching or listening to TV and radio business reports are free to all. There are several Internet sites that track trends in the marketplace or give tips to increase your sales! Computer literacy Salespeople use a variety of computer-related tools at work. For example: computerized cash systems, bar code scanners for inventory, digital cameras, video cameras, laptops, etc. Basic computer literacy, the ability to use the Internet and email are now business essentials. Public and private education centres offer courses. Communication skills If you feel that you need more practice with your communication skills in English, look for English as a second language (ESL) course or a general course in business writing. Workshops for newcomers There are a number of programs to help immigrants access the workplace in Ontario. Some of these are: job search workshops, orientation workshops, and job finding clubs.
Listen to the instructor. Mark the syllable stress in these words or phrases, then practise saying each one. stay current lifelong learners product development marketing seasonal offerings marketplace
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To help you achieve your personal plan, use training and upgrading pamphlets, flyers and calendars to find information for training and upgrading opportunities in your field.
Type of training English as a second language (ESL) Computers
Training providers
Cost
English upgrading
Job search programs Workshops on how to start your own business Coop programs
Business communications Volunteering opportunities Other
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Volunteering
Give your time build your skills Today, there are over 175,000 charities and nonprofit organizations in Canada, involving over 7.5 million volunteers. They are part of the reason Canada was named the country with the highest quality of life in the world a number of times. The types of volunteer work are unlimited. You can be a board member of a non-profit group, organize events, answer phones or plant trees. Virtual Volunteering allows a person to perform volunteer work from a distance, using email, the Web, telephone or fax. For example, a BC Web designer can build a Web site for a volunteer site in Nunavut; a lawyer in Toronto can review an organizations bylaws in Thunder Bay. Volunteering is a great way to explore a new career path. It can give you a first-hand look at what it is like to work in a particular industry. In a recent survey, one third of all volunteers believed that volunteering had given them new skills that could be applied directly to the workplace. Nearly two thirds of volunteers felt that their efforts would increase their chances of finding a job.
Matching sales to volunteering

There a number of campaigns every year that are directly related by selling and marketing; face-to-face or telephone sales. A few examples are below: Daffodil Campaign Cancer Campaigns White Ribbon Red Ribbon Pink Ribbon Find a cause that interests you and sell!
Source: Canada Prospects 2000/2001
Activity 7: Selling yourself

Decide on a charity or fundraiser you are interested in. Prepare a short presentation in order to sell your skills to the board of this non-profit organization. Good luck!
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Networking
Your network includes everyone in your life. Your network is probably much bigger than you think! People in your network can help you and you can help them. You should learn what you can about each individual. Acknowledging their skills, experiences, talents and needs. The people you know are warm leads. It's much easier to build on that warmth by expanding your knowledge of these people, than it is to pursue cold leads. Give them an opportunity to learn more about you.
Family Members of your family are individuals with skills and backgrounds.
You can tap into their knowledge and their networks.

Friends Your friends have skills you may not be aware of and they have their
own networks. Ask to be introduced.

Neighbours Because you live close by, you have chance to develop close
relationships. Find out who your neighbours are. You know you already have one thing in commonyour choice of residence.
Professionals People who share the same career choice can advise and support each in your field other on common issues. Suppliers Because you do business with them anyway it is easier to find out more
about them and find out if they might need your services.
Clients You serve them and you have built up a relationship of trust. Ask them
to serve you in various ways, as suppliers, supporters and referrals.

Co-workers Find out about their skills and knowledge. You may be able to help
each other.
Clubs or If you are involved with any community or professional associations or association activities, you have a ready-made network. Most people join these members groups to meet others. The door is already open. Volunteer One of the reasons people volunteer is to meet others. Get to know your groups fellow volunteers better. Acquaintances These are people who you meet in work and social settings . Don't
waste the opportunity to begin friendships and networks this way. Ask each person you meet to tell you more about him or herself.
1. 2. 3. Everyone you know is part of your network. Name three people in your life and say how they can help you make connections. What is a warm lead? What would be an example of a cold lead?
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Activity 9: Find someone who

For each of the lines below, make up a question then find someone in this group who has the knowledge or experience that is described. Use this activity to practise networking with the people in this workshop. 1. 2. 3. 4. 5. 6. 7 8. 9. 10. 11. 12. 13. 14. 15. worked in retail in another country. ... worked in car sales in another country. ... worked in real estate in another country. ... has experience with customer service. ... has had training in customer service. ... has worked in a call centre. ... used to move big ticket items. ... has had a great customer service experience lately. ... has a negative customer service story to tell. ... wants to upgrade their skills before they work in Canada ... feel they are ready to work in Canada. ... can use computers well. ... is interested in finding a partner to open a small business with. ... has a business degree from another country. knows what kind of job she/he wants to get in Ontario.
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volunteering
visit Charity Villages Web site at www.charityvillage.com for a listing of volunteer jobs in the non-profit sector visit www.voe-reb.org for a matching service for volunteers and agencies across Canada. visit www.volunteer.ca to find a volunteer centre in your area look in the Yellow Pages for volunteer centres in your city
community programs
look for pamphlets advertising community workshops look for any ESL seminars or workshops in your community check your local community college
self-assessment
try character and temperament sorter www.keirsey.com for career, personality and IQ quizzes visit www.davideck.com for personality, IQ and entrepreneurial quizzes visit www.2h.com
training and upgrading

for private colleges and vocational schools, look in the Yellow Pages under computer training or sales training & consultants for a list of Ontario Colleges of Applied Arts and Technology, visit the Ministry of Education and Training Web site: www.edu.gov.on.ca visit the HRDC Interactive Training Inventory Service for Ontario at www.trainingiti.com connect to the Ontario Ministry of Education and Trainings Training Hotline at 1-800-387-5656
language training/ESL
free ESL and word processing courses are available through the catalogues for boards of education and the bulletin boards at your local library
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11
GLOSSARY
cash money paid for goods and services chains when a business has two or more locations, it is a chain of stores. For example, Zellers is a chain. commerce this is the business of doing business commercial business done in and for a large marketplace confidence a belief in oneself consignment an order that has been shipped to a company consumer the person who purchases and uses the goods and services offered in the marketplace credit time given for payment of goods or services sold on trust customer the person buying goods or services debit card a bank card that lets a person pay for something. The amount of the bill is immediately removed from the customers account and moved to the companys account. deliver send purchased items to a customer at their home or office discount a percentage subtracted from the purchase price economic profitable, connected with trade and commerce
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goods the items ready to purchase; usually used in retail hard-sell this is a description of how some transactions are conducted. The customer is pushed strongly into buying and is given little time to think. inspecting looking at closely. For example, an inspector looks at a house to see if the drains and plumbing are okay. kiosk This is a small stand alone booth, usually found in larger malls. The salesperson has a small inventory of goods to sell. loyalty a feeling of positive connection marketing companies buy ads, commercials, billboards, etc. to sell their product. This is called marketing. money-back guarantee this is a common business promise. If you are not happy, you can have your money back. mortgage this is a special loan related entirely to purchasing property non-negotiable there is no room for the seller to give a little on the price product knowledge sales professionals are expected to be knowledgeable about the products they are selling. For example, a seller of Ford cars should know Ford products. A real estate agent working in a neighbourhood with lots of condominiums had better be familiar with that product. offer the amount of money the buyer wants to pay, or the seller wants to receive on-site service sometimes you buy a pair of pants that are too long. Some stores have a tailor on-site to do the work immediately price the dollar value of what you wish to buy
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Glossary
prospective possible future, as in prospective customer quality the features and characteristics of the goods you are purchasing; usually used to represent good, well-made items, including houses and cars! retail this is the business of selling goods to the general public real estate this is the business of selling houses, commercial buildings, land, condominiums etc. receipts are written record of a purchase residential this describes real estate that individuals and families purchase for personal use sales associate this is a relatively new term that means the same as sales clerk, salesperson. salesperson see above sales pitch these are the words that sales professionals use to make us really want to buy what they are selling service this is the treatment we receive when we are purchasing an item. For example, a real estate agent may offer to pick you up and drive you to look at a house. That's service. service contract these are free with purchase or there is an additional cost to make sure that if what we buy breaks down, it will be fixed service conditions companies will not fix things forever! So, there are often limits on what the service contract agrees to do. vehicles these are machines that are used for transportation warranty similar to a service contract; a promise that the manufacturer believes in their product
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Sales Work Book

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Sales Work Book

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Sales Occupations

Steps to Employment in Ontario

In this workshop you will learn about

You will also practise

Icons used in the workbook

Overview Occupations Workplace Workplace Law Training and Upgrading

Workshop introduction INTERVIEW Steps to Employment

A mind-boggling number of opportunities

Activity 2: Vocabulary matching

Activity 3: True or false

Activity 6: Fill in the blanks

Activity 10: Pronunciation

Activity 11: Discussion

Activity 12: Interviewing

2. Where do you prefer to buy clothes?

3. Where do you prefer to buy furniture?

4. Name four brand name items you often buy:

5. Will you buy something on-line this year?

5. Did you buy on-line before coming to Canada?

6. Do you know the name of a car dealership?

7. Do you know the name of a real estate company?

Activity 13: Writing

Activity 14: Research

Working the season

Activity 15: Reading between the lines

Another seasonal opportunity

Activity 16: Discussion

For more information on

labour market trends

Activity 1: Using the Yellow Pages part 1

A closer look at the retail trade

Activity 2: The Yellow Pages - Part 2

Activity 4: Shopping your community

Sources: Future Focus, a report of Human Resources Development Canada

Activity 6: Vocabulary matching

k) was in the lead; was in a superior position

Activity 7: Reading newspaper ads

Activity 10: Research

Activity 11: Abbreviations

Activity 12: Making inferences

Activity 13: Pronunciation

Activity 14: Complete the following sentences

Activity 15: The sales professional

Activity 16: Categorizing information

Activity 17: Discussion

Activity 18: Research

Activity 19: Discussion

The sales relationship

Activity 20: Pronunciation

Activity 21: Discussion

What makes a person a successful sales professional?

Activity 22: Fill in the chart

For more information on

sector associations or councils

Activity 2: True or false

Activity 6: Reading between the lines

Working conditions: retail

Activity 10: The pros and cons of working retail

Working conditions: real estate

Activity 11: Pronunciation

Activity 12: Real estate versus retail

Working conditions: car sales

Activity 13: Pronunciation