Under the supervision and guidance of JRS livelihoods staff in Burj Hammoud, the trainer will adapt, prepare, and deliver a 126-hour MBST Sales and Customer Service Training over 36 training days for 25 women. Implementation is planned for January–March 2027, with the detailed calendar to be agreed with JRS.
The course will follow a practice-oriented approach, with 70% practical learning (approximately 88.2 hours) and 30% theoretical input (approximately 37.8 hours). Methods should include demonstrations, guided exercises, role-playing, realistic case studies, peer practice, and simulated in-person and online customer interactions. Content and delivery should be adapted to participants’ literacy, numeracy, digital access, and learning needs.
The training will cover the following topics:
- Introduction to Sales and Customer Service: Customer needs, buying behaviour, the customer journey, trust and customer satisfaction.
- Communication and Professional Behaviour: Verbal and non-verbal communication, active listening, professional appearance, confidence and respectful customer interactions.
- In-Person Sales Techniques: Welcoming customers, presenting products, explaining prices and benefits, handling objections, negotiating and closing sales.
- Online Sales and Digital Customer Service: Using WhatsApp Business and social media, preparing product content, responding to inquiries, managing orders and deliveries, and protecting customer information.
- Customer Complaints and Difficult Situations: Managing complaints, responding to dissatisfied customers, resolving issues, de-escalating conflict, and providing appropriate solutions.
- Order Management and Business Organization: Planning daily tasks, scheduling, tracking orders, managing stock, coordinating packaging and deliveries, and organizing follow-ups.
- Payments, Pricing and Basic Sales Records: Basic pricing and profit calculations, discounts, change, quotations, invoices, receipts, payment tracking and daily sales records.
- Customer Follow-Up, Retention and Sales Growth: Requesting feedback, building customer relationships, encouraging repeat purchases and referrals, and identifying opportunities to attract customers
Expexted Deliverables:
1- Before the start of the training:
- Review participants’ existing knowledge, experience, and learning needs through an appropriate baseline assessment.
- Adapt the training approach and examples to participants’ educational levels, business activities, digital access, and local market context.
- Submit a detailed training calendar covering all 36 days and 126 hours. The calendar should include session dates, topics, key content, learning objectives, methodology, and practical exercises.
- Prepare the training materials, practical templates, and pre- and post-training skills demonstration assessments to measure learning progress.
2- During the training:
- Deliver the training in accordance with the approved calendar, ensuring the agreed 70% practical and 30% theoretical balance.
- Monitor each participant’s progress, participation, and practical skills.
- Provide supportive feedback and additional practice where participants experience difficulties.
- Inform JRS staff on time about learning gaps, implementation challenges, or required adjustments.
3- At the end of the training:
- Administer the post-training assessment.
- Submit a final report summarizing delivery, learning outcomes, participant feedback, challenges, lessons learned, and recommendations.
- Provide JRS with copies of the final training calendar, training materials, assessment tools and relevant participant progress records, while respecting confidentiality and data-protection requirements.
Qualifications, Skills, and Attributes:
- A qualification in Sales, Marketing, Customer Service, Business Administration, or related field is preffered.
- At least 3 years of practical experience in sales and customer service, including in-person sales, online sales, customer communication, and handling complaints.
- Demonstrated ability to deliver interactive, practical training and adapt content for adult learners with varied educational backgrounds and limited literacy or numeracy skills.
- Knowledge of in-person sales, customer relations, complaint handling, order management, basic pricing and payment records, and online sales tools such as WhatsApp Business and social media.
- Familiarity with local customer practices, market conditions, and common payment and delivery arrangements in Lebanon.
- Strong communication, patience, organization, problem-solving skills, and a respectful, inclusive approach to working with vulnerable women.
Core Values and Ethics:
- Commitment to JRS’s mission, vision, and values.
- Ability to communicate and promote JRS’s commitment to accompanying and serving vulnerable communities and advocating for their right to protection and a life in dignity.
- Demonstrates integrity, honesty, and professionalism in all aspects of work.
- Handles sensitive information with discretion and maintains confidentiality at all times.
- Treats others with respect, values diversity and inclusion, and works effectively with people from different background.
