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Advertisement Analysis

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RANCANGAN MENGAJAR MODULAR
PADANG TERAP COMMUNITY COLLEGE, MINISTRY OF HIGHER EDUCATION
PROGRAM SIJIL MODULAR KEBANGSAAN

Lecturer: KRISHNAVEHNI GOPAL Session: JANUARY 2013

Module Code & Name: ENGLISH FOR CUSTOMER SERVICE Course: SMK

|WEEK |TOPIC, SUB TOPIC & OBJECTIVE |ASSESSMENT (Quiz / Test / |IMPLEMENTATION DATE |NOTES |
| | |Assignment | | |
| | | | | |
|1 |COURSE OUTLINE | | | |
|(10/1/2013) |Discusses the course outline with the students | | | |
| | | | | |
| |OBJECTIVE | | | |
| |To ensure that pupils know the scope of the Learning Area | | | |
| | | | | |
|2 |EXAMINATION OUTLINE | | | |
|(17/1/2013) |Discusses the examination outline with the students and places them into the respective groups | | | |
| | | | | |
| |OBJECTIVE | | | |
| |To ensure that pupils know what is expected of them in this Learning Area | | | |
| | | | | |
| | | | | |
| | | | | |
| | | | | |
| | | | | |
| | | | | |
|WEEK |TOPIC, SUB TOPIC & OBJECTIVE |ASSESSMENT (Quiz / Test / |IMPLEMENTATION DATE |NOTES |
| | |Assignment | | |
| | | | | |
|3 |INSTRUCTIONS AND DIRECTIONS | | | |
|(31/01/2013) |Give and follow instructions | | | |
| |Listen and respond to instructions from a client | | | |
| |Give instructions to a client | | | |
| | | | | |
| |OBJECTIVE | | | |
| |Pupils should be able to give and follow instructions. | | | |
| |INSTRUCTIONS AND DIRECTIONS | | | |
|4 | | | | |
|(7/02/2013) |Give directions | | | |
| |Give directions to a client | | | |
| | | | | |
| |OBJECTIVE | | | |
| |Pupils should be able to give directions | | | |
| | | | | |
| | | | | |
|5 |DESCRIPTIONS |Assignment (20%) | | |
|(21/02/2013) |Describe | | | |
| |Describeproducts/services/events/places/prominent personalities to a client | | | |
|6 | | | | |
|(28/02/2013) |OBJECTIVE | | | |
| |Pupils should be able to describe products/services/events/places/prominent personalities | | | |
| | | | | |
| | | | | |
| | | | | |
| | | | | |
| | | | | |
|WEEK |TOPIC, SUB TOPIC & OBJECTIVE |ASSESSMENT (Quiz / Test / |IMPLEMENTATION DATE |NOTES |
| | |Assignment | | |
| | | | | |
|7 | | | | |
|(10/02/2013-14/02/2013)|CUTI PERTENGAHAN MODULAR ( 1 WEEK) | | | |
| |CUSTOMER RELATION SKILLS | | | |
|8 |Handle telephone calls | | | |
|(7/03/2013) |Answer a telephone call by identifying oneself and/or company |Oral Test (20%) | |Penyemakan Folio |
| |Ask to speak to someone | | |Pelajar |
| |Ask the caller to hold the line | | | |
| |Take and leave messages | | | |
| |End a telephone call | | | |
| |Handle enquiries | | | |
| |Respond to enquiries verbally and via email | | | |
| | | | | |
| |OBJECTIVE | | | |
| |Pupils should be able to handle telephone calls and enquiries from clients. | | | |
|9 |CUSTOMER RELATION SKILLS | | | |
|(14/03/2013) |Handle complaints | | | |
| |Listen and respond to a complaint with an apology | | | |
| |Explain the cause of a problem | | | |
| |Suggest solutions to a complaint | | | |
| | | | | |
| |OBJECTIVE | | | |
| |Pupils should be able to handle complaints from clients. | | | |
| | | | | |
| | | | | |
|WEEK |TOPIC, SUB TOPIC & OBJECTIVE |ASSESSMENT (Quiz / Test / |IMPLEMENTATION DATE |NOTES |
| | |Assignment | | |
| | | | | |
|10 |CUSTOMER RELATION SKILLS | | | |
|(21/03/2013) | | | | |
| |Arrange appointments | | | |
| |Arrange an appointment with a client | | | |
| |Confirm an appointment with a client | | | |
| | | | | |
| |OBJECTIVE | | | |
| |Pupils should be able to make an appointment with clients. | | | |
| | | | | |
|11 |NEGOTIATIONS | | |Penyerahan Laporan |
|(28/03/2013) | | | |Kedatangan Pelajar |
| |Introduce oneself and clients |Oral Presentation (30%) | | |
| |Introduce oneself and one’s designation | | | |
| |Introduce a client to someone | | | |
| |Make negotiations | | | |
| |Offer products/services to a client | | | |
| |Listen and respond to a bargain | | | |
| |Give concessions to a bargain | | | |
| |Accept/reject an offer at the end of a negotiation | | | |
| |Express appreciation to clients | | | |
| |Thank a client | | | |
| |Express appreciation to a client | | | |
| | | | | |
| |OBJECTIVE | | | |
| |Pupils should be able to introduce oneself and clients, make negotiations and expressing | | | |
| |appreciation. | | | |
| | | | | |
|WEEK |TOPIC, SUB TOPIC & OBJECTIVE |ASSESSMENT (Quiz / Test / |IMPLEMENTATION DATE |NOTES |
| | |Assignment | | |
| | | | | |
|12 |Revision | | | |
|(4/04/2013-25/04/2013) | | | | |

Prepared by: Approved by:

(KRISHNAVEHNI GOPAL)

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