2014 – 2015
Florida Department of Education
Curriculum Framework 

Program Title:	Customer Service Representative
Program Type:	Career Preparatory
Career Cluster:	Marketing, Sales & Service

Secondary – Career Preparatory	
Program Number	8848100	
CIP Number	0252041100	
Grade Level	9-12, 30, 31	
Standard Length	4 credits	
Teacher Certification	RETAILING @7 7G
MKTG 1
ADVR PROM 7 G
BANK FINC @7 7G
HOTEL TRNG 7 G
INSURANCE 7 G
MKTG MGMT @7 7G
TRANSPORT @4 @7 7G
WHOLESAL 7 G
BUS ED 1 @2	
CTSO	DECA	
SOC Codes (all applicable) 	43-2011 – Switchboard Operators, Including Answering Service
41-9041 – Telemarketers
43-4051 – Customer Service Representatives
43-1011 – First-Lind Supervisors of Office and Administrative Support Workers	
Facility Code	222  http://www.fldoe.org/edfacil/sref.asp (State Requirements for Educational Facilities)	
Targeted Occupation List	http://www.labormarketinfo.com/wec/TargetOccupationList.htm	
Perkins Technical Skill Attainment Inventory	http://www.fldoe.org/workforce/perkins/perkins_resources.asp 	
Industry Certifications	http://www.fldoe.org/workforce/fcpea/default.asp 	
Statewide Articulation	http://www.fldoe.org/workforce/dwdframe/artic_frame.asp 	

Purpose 

This program offers a sequence of courses that provides coherent and rigorous content aligned with challenging academic standards and relevant technical knowledge and skills needed to prepare for further education and careers in the Marketing, Sales and Service career cluster; provides technical skill proficiency, and includes competency-based applied learning that contributes to the academic knowledge, higher-order reasoning and problem-solving skills, work attitudes, general employability skills, technical skills, and occupation-specific skills, and knowledge of all aspects of the Marketing, Sales and Service career cluster. 

The purpose of this program is to prepare students for employment in customer service occupations such as customer service representative, customer service consultant, customer service agent, and customer care manager.  The program is designed to prepare students for employment in entry level positions involving customer service activities.

Additional Information relevant to this Career and Technical Education (CTE) program is provided at the end of this document.

Program Structure

This program is a planned sequence of instruction consisting of four occupational completion points 

The following table illustrates the secondary program structure:

OCP	Course Number	Course Title	Length	SOC Code	Level	
A	8848110	Customer Service Representative 1	1 credit	43-2011	2	
B	8848120	Customer Service Representative 2	1 credit	41-9041	2	
C	8848130	Customer Service Representative 3	1 credit	43-4051	2	
D	8848140	Customer Service Representative 4	1 credit	43-1011	2	

Florida Standards for Technical Subjects 

Florida Standards(FS) for English Language Arts and Literacy in History/Social Studies, Science, and Technical Subjects are the critical reading and writing literacy standards designed for grade 6 and above.  These standards are predicated on teachers of history/social studies, science, and technical subjects using their content area expertise to help students meet the particular challenges of reading, writing, speaking, listening, and language in their respective fields.  It is important to note that the 6-12 literacy standards in history/social studies, science, and technical subjects are not meant to replace content standards in those areas but rather to supplement them.

This curriculum framework incorporates the grades 9-10 reading and writing literacy standards in the first two courses of this CTE program and grade 11-12 reading and writing literacy standards in the third and fourth courses of this CTE program.  The standards for Mathematical Practices describe varieties of expertise that educators at all levels should seek to develop in their students.  These practices rest on important “processes and proficiencies” with longstanding importance in mathematics education.  This curriculum framework incorporates the appropriate mathematical practices in the first four courses of this CTE program.  

Florida Standards for Mathematics & Language Arts (FS-M/LA)

Some or all of the courses in this program have been aligned to the Florida Standards for Mathematics and Language Arts used in core academic classes.  Data shown in the framework table (column ‘FS-M/LA’) contains the results of these alignment efforts.

Next Generation Sunshine State Standards (NGSSS) - Science 

Some or all of the courses in this program have been aligned to the Next Generation Sunshine State Standards (NGSSS) for Science. These standards are listed next to the content standards.

Common Career Technical Core – Career Ready Practices

Career Ready Practices describe the career-ready skills that educators should seek to develop in their students.  These practices are not exclusive to a Career Pathway, program of study, discipline or level of education.  Career Ready Practices should be taught and reinforced in all career exploration and preparation programs with increasingly higher levels of complexity and expectation as a student advances through a program of study. 

1. Act as a responsible and contributing citizen and employee. 

2. Apply appropriate academic and technical skills. 

3. Attend to personal health and financial well-being. 

4. Communicate clearly, effectively and with reason. 

5. Consider the environmental, social and economic impacts of decisions. 

6. Demonstrate creativity and innovation. 

7. Employ valid and reliable research strategies. 

8. Utilize critical thinking to make sense of problems and persevere in solving them. 

9. Model integrity, ethical leadership and effective management. 

10. Plan education and career path aligned to personal goals. 

11. Use technology to enhance productivity. 

12. Work productively in teams while using cultural/global competence. 

Standards

After successfully completing this program, the student will be able to perform the following:

01.0	Methods and strategies for using Florida Standards for grades 09-10 reading in Technical Subjects for student success in Marketing, Sales & Service. 
02.0	Methods and strategies for using Florida Standards for grades 09-10 writing in Technical Subjects for student success in Marketing, Sales & Service.
03.0	Methods and strategies for using Florida Standards for grades 09-10 Mathematical Practices in Technical Subjects for student success in Marketing, Sales & Service.
04.0	Demonstrate knowledge of identification and classification of customer services.
05.0	Demonstrate technology literacy appropriate to customer service.
06.0	Describe and demonstrate human relations skills necessary for success in customer service.
07.0	Demonstrate communication skills necessary for success in customer service.
08.0	Identify terminology unique to customer service operations.
09.0	Describe call center representative duties and responsibilities.
10.0	Explain and perform telephone activities unique to customer service.
11.0	Identify customer service activities.
12.0	Demonstrate job seeking and employability skills.
13.0	Develop a plan for a career in customer service.
14.0	Demonstrate technology literacy appropriate to customer service.
15.0	Demonstrate communication skills necessary for success in customer service.
16.0	Describe call center representative duties and responsibilities.
17.0	Explain and perform telephone activities unique to customer service.
18.0	Identify customer service activities.
19.0	Describe leadership and organizational skills necessary for success in customer service.
20.0	Utilize effective techniques and procedures for selling customer services.
21.0	Demonstrate basic math operations relevant to customer services.
22.0	Demonstrate an understanding of a client's business, policies, and procedures.
23.0	Methods and strategies for using Florida Standards for grades 11-12 reading in Technical Subjects for student success in Marketing, Sales & Service.
24.0	Methods and strategies for using Florida Standards for grades 11-12 writing in Technical Subjects for student success in Marketing, Sales & Service.
25.0	Methods and strategies for using Florida Standards for grades 11-12 Mathematical Practices in Technical Subjects for student success in Marketing, Sales & Service.
26.0	Demonstrate basic math operations and budget operations relevant to customer services.
27.0	Demonstrate higher order human relations skills necessary for hiring individuals in customer service occupations.
28.0	Demonstrate higher order ability to communicate skillfully.
29.0	Demonstrate an awareness of management functions and organizational structures.
30.0	Demonstrate an understanding of basic contractual obligations.
31.0	Perform higher order keyboarding activities and use of office equipment in order to train others in these skills.
32.0	Demonstrate performance of supervisory/management functions.
33.0	Develop a plan for a career in management.
34.0	Analyze impact and relationship of government regulations and community involvement on management decisions.
35.0	Demonstrate an advanced ability to communicate skillfully.
36.0	Utilize higher order effective techniques and procedures for selling customer services.
37.0	Demonstrate higher order math operations relevant to customer services.
38.0	Perform higher order keyboarding activities and use of office equipment appropriate to customer service.
39.0	Demonstrate performance of supervisory/management function.
40.0	Operate computers and other equipment appropriate to marketing and managing customer services.
41.0	Demonstrate an understanding of business ownership.

2014 – 2015
Florida Department of Education
Student Performance Standards

Course Title: 	Customer Service Representative 1
Course Number: 	8848110 
Course Credit:	1

Course Description:

This course provides instruction in the basic principles of customer service including knowledge of identification and classification of customer service, technology literacy related to customer service, the human relations, leadership, organization, and communication skills necessary for success in the customer service industry, and the terminology unique to customer service.  At the completion of this course, the student will have met occupational completion point - A:  Telecommunications Clerk - SOC 43-2011.

Florida Standards	Correlation to CTE Program Standard #	
01.0	Methods and strategies for using Florida Standards for grades 09-10 reading in Technical Subjects for student success in Marketing, Sales & Service.		
01.01	Key Ideas and Details		
01.01.1	Cite specific textual evidence to support analysis of science and technical texts, attending to the precise details of explanations or descriptions.
LAFS.910.RST.1.1		
01.01.2	Determine the central ideas or conclusions of a text; trace the text’s explanation or depiction of a complex process, phenomenon, or concept; provide an accurate summary of the text.
LAFS.910.RST.1.2		
01.01.3	Follow precisely a complex multistep procedure when carrying out experiments, taking measurements, or performing technical tasks, attending to special cases or exceptions defined in the text.
LAFS.910.RST.1.3		
01.02	Craft and Structure		
01.02.1	Determine the meaning of symbols, key terms, and other domain-specific words and phrases as they are used in a specific scientific or technical context relevant to grades 9–10 texts and topics.
LAFS.910.RST.2.4		
01.02.2	Analyze the structure of the relationships among concepts in a text, including relationships among key terms (e.g., force, friction, reaction force, energy).
LAFS.910.RST.2.5		
01.02.3	Analyze the author’s purpose in providing an explanation, describing a procedure, or discussing an experiment in a text, defining the question the author seeks to address.
LAFS.910.RST.2.6		
01.03	Integration of Knowledge and Ideas		
01.03.1	Translate quantitative or technical information expressed in words in a text into visual form (e.g., a table or chart) and translate information expressed visually or mathematically (e.g., in an equation) into words.
LAFS.910.RST.3.7		
01.03.2	Assess the extent to which the reasoning and evidence in a text support the author’s claim or a recommendation for solving a scientific or technical problem.
LAFS.910.RST.3.8		
01.03.3	Compare and contrast findings presented in a text to those from other sources (including their own experiments), noting when the findings support or contradict previous explanations or accounts.
LAFS.910.RST.3.9		
01.04	Range of Reading and Level of Text Complexity		
01.04.1	By the end of grade 9, read and comprehend literature [informational texts, history/social studies texts, science/technical texts] in the grades 9–10 text complexity band proficiently, with scaffolding as needed at the high end of the range.
01.04.2	By the end of grade 10, read and comprehend literature [informational texts, history/social studies texts, science/technical texts] at the high end of the grades 9–10 text complexity band independently and proficiently.
LAFS.910.RST.4.10		
02.0	Methods and strategies for using Florida Standards for grades 09-10 writing in Technical Subjects for student success in Marketing, Sales & Service.		
02.01	Text Types and Purposes		
02.01.1	Write arguments focused on discipline-specific content.
LAFS.910.WHST.1.1		
02.01.2	Write informative/explanatory texts, including the narration of historical events, scientific procedures/experiments, or technical processes.
LAFS.910.WHST.1.2		
02.01.3	Write precise enough descriptions of the step-by-step procedures they use in their investigations or technical work that others can replicate them and (possibly) reach the same results.
LAFS.910.WHST.1.3		
02.02	Production and Distribution of Writing		
02.02.1	Produce clear and coherent writing in which the development, organization, and style are appropriate to task, purpose, and audience.
LAFS.910.WHST.2.4		
02.02.2	Develop and strengthen writing as needed by planning, revising, editing, rewriting, or trying a new approach, focusing on addressing what is most significant for a specific purpose and audience.
LAFS.910.WHST.2.5		
02.02.3	Use technology, including the Internet, to produce, publish, and update individual or shared writing products, taking advantage of technology’s capacity to link to other information and to display information flexibly and dynamically.
LAFS.910.WHST.2.6		
02.03	Research to Build and Present Knowledge		
02.03.1	Conduct short as well as more sustained research projects to answer a question (including a self-generated question) or solve a problem; narrow or broaden the inquiry when appropriate; synthesize multiple sources on the subject, demonstrating understanding of the subject under investigation.
LAFS.910.WHST.3.7		
02.03.2	Gather relevant information from multiple authoritative print and digital sources, using advanced searches effectively; assess the usefulness of each source in answering the research question; integrate information into the text selectively to maintain the flow of ideas, avoiding plagiarism and following a standard format for citation.
LAFS.910.WHST.3.8		
02.03.3	Draw evidence from informational texts to support analysis, reflection, and research.
LAFS.910.WHST.3.9		
02.04	Range of Writing		
02.04.1	Write routinely over extended time frames (time for reflection and revision) and shorter time frames (a single sitting or a day or two) for a range of discipline-specific tasks, purposes, and audiences.
LAFS.910.WHST.4.10		
03.0	Methods and strategies for using Florida Standards for grades 09-10 Mathematical Practices in Technical Subjects for student success in Marketing, Sales & Service.		
03.01	Make sense of problems and persevere in solving them.
MAFS.K12.MP.1.1		
03.02	Reason abstractly and quantitatively.
MAFS.K12.MP.2.1		
03.03	Construct viable arguments and critique the reasoning of others.
MAFS.K12.MP.3.1		
03.04	Model with mathematics.
MAFS.K12.MP.4.1		
03.05	Use appropriate tools strategically.
MAFS.K12.MP.5.1		
03.06	Attend to precision.
MAFS.K12.MP.6.1		
03.07	Look for and make use of structure.
MAFS.K12.MP.7.1		
03.08	Look for and express regularity in repeated reasoning.
MAFS.K12.MP.8.1		

Abbreviations: 
FS-M/LA = Florida Standards for Math/Language Arts
NGSSS-Sci = Next Generation Sunshine State Standards for Science

Note:  This course is pending alignment in the following categories:  FS-M/LA and NGSSS-Sci.

CTE Standards and Benchmarks	FS-M/LA	NGSSS-Sci	
04.0	Demonstrate knowledge of identification and classification of customer services--The student will be able to:			
04.01	Define customer, customer service, and quality.			
04.02	Explain the nature of quality customer/client relations.			
04.03	Demonstrate ability to handle customer inquiries/complaints.			
04.04	Demonstrate ability to handle difficult customers.			
04.05	Interpret company policies to customer/clients.			
04.06	Classify customer services according to nature and characteristics of the activity.			
04.07	Demonstrate competence in resolving customer problems through clarifying, explaining policy/procedure, and coming to a consensus.			
04.08	Explain the importance of stress management as it relates to job performance.			
05.0	Demonstrate technology literacy appropriate to customer service--The student will be able to:			
05.01	Identify types of technology, systems, and software used in customer service.			
05.02	Describe applications of technology in customer service (e.g., file management, e-mail management).			
05.03	Discuss ethical issues involving the use of technology, employer/employee relationships, and customers.			
05.04	Demonstrate proficiency with touch keyboarding skills to enter and manipulate text and data.			
05.05	Demonstrate computer literacy by producing documents generated by word processing software.			
05.06	Explain relationship between database management and call centers.			
05.07	Employ current and emerging computer technology and software to perform customer service related tasks.			
05.08	Demonstrate use of electronic communication and networking systems (e.g., fax, e-mail, voice mail, internet).			
05.09	Research current and emerging telecommunications systems.			
05.10	Analyze situations in which technology can positively and negatively impact customer service.			
06.0	Describe and demonstrate human relations skills necessary for success in customer service--The student will be able to:			
06.01	Model punctuality, initiative, courtesy, loyalty, honesty, respect, responsibility, fairness, and trustworthiness.			
06.02	List acceptable health and grooming habits.			
06.03	Explain importance of adhering to absentee and tardy policy.			
06.04	Exhibit the ability to work as a team player.			
06.05	Discuss and develop the human relations skills essential for successful entry and progress in the customer service field.			
06.06	Model empathy, compassion, caring, enthusiasm, integrity, positive attitude, self motivation, and responsible behavior.			
06.07	Demonstrate orderly and systematic behavior (follow chain of command).			
06.08	Explain the importance of working effectively with persons from diverse backgrounds.			
06.09	Demonstrate ability to maintain professional respect for co-workers and customers without prejudice.			
06.10	Demonstrate conflict and dispute resolution techniques for effective teamwork.			
06.11	Demonstrate techniques to persuade and convince others. 			
06.12	Explain importance of self-management when minimum direction and supervision are given.			
06.13	Describe ethical situations in the customer service field.			
06.14	Describe importance and benefits of time management, both professional and personal.			
06.15	Prepare a time management analysis.			
06.16	Use a personality inventory for personal improvement.			
06.17	Employ feedback for personal and professional growth.			
06.18	Demonstrate ability to adjust to change.			
06.19	Exhibit corporate and professional etiquette.			
07.0	Demonstrate communication skills necessary for success in customer service--The student will be able to:			
07.01	Role-play greeting and assisting visitors and clients in a professional manner.			
07.02	Demonstrate appropriate use of grammar, vocabulary, diction, and body language for delivering professional customer service.			
07.03	Identify appropriate conversation for work-related settings.			
07.04	Model professional vocabulary appropriate for the work environment.			
07.05	Demonstrate ability to communicate in a multi-cultural setting.			
07.06	Demonstrate ability to interact with customers, co-workers, and supervisors in a logical, clear, understandable, and effective manner.			
07.07	Describe and demonstrate listening, speaking, and non-verbal skills necessary to determine customer needs.			
07.08	Identify major barriers to listening and demonstrate techniques to overcome those barriers.			
07.09	Explain the importance of using a pleasant tone of voice, smiling, making eye contact, maintaining proper posture, listening, being prepared to answer questions, using customer’s name, handling customer complaints, and thanking the customer.			
07.10	Demonstrate ability to focus on problem, not person, so as to avoid becoming defensive.			
07.11	Monitor written, oral, and electronic sources of information and materials relevant to delivering accurate customer service.			
08.0	Identify terminology unique to customer service operations--The student will be able to:			
08.01	Identify and define commonly used customer service terms such as credit, adjustments, complaints, delivery service, and internal and external customers.			
08.02	Identify and record customer service data using current terminology.			
09.0	Describe call center representative duties and responsibilities--The student will be able to:			
09.01	Identify different types of call centers.			
09.02	Discuss the role of the customer service specialist.			
09.03	Identify benefits of customer service.			
09.04	Identify reasons for providing customer service.			
09.05	Describe the customer-service mindset.			
09.06	Identify factors to be considered when deciding which customer services to provide.			
09.07	Compare various types of customer service (e.g., mass market, department store, specialty).			
09.08	Explain the importance of good customer service relations to a business.			
09.09	Describe importance of possessing adequate knowledge of services and products to perform the customer service job competently.			
09.10	Demonstrate methods of communicating with customers to identify their needs and expectations.			
09.11	Discuss importance of accuracy, efficiency, and follow through when dealing with customers.			
09.12	Demonstrate methods of communicating with customers to identify their problems and expectations.			
09.13	Identify major areas of customer complaints (e.g., product, personnel, business).			
09.14	List the costs, tangible and intangible, of complaints to both the salesperson and business.			
09.15	Explain how to handle customer inquiries/complaints including appropriate documentation.			
09.16	Identify types of resources to be used in resolving the problems and satisfying the needs of customers.			
09.17	Identify types of difficult customers (e.g., disagreeable, domineering/superior, suspicious, slow/methodical, dishonest).			
09.18	Explain procedures for handling difficult internal and external customers.			
09.19	Identify possible actions that lead to customer satisfaction.			
09.20	Identify the ways that the level of customer service may affect company success.			
09.21	Identify the ways that the reputation of a business is influenced by customer satisfaction.			
09.22	Recognize the importance of stress management as it relates to job performance.			
09.23	Demonstrate an understanding of gender, age, disability, and cultural courtesy.			
10.0	Explain and perform telephone activities unique to customer service--The student will be able to:			
10.01	Demonstrate techniques for making a positive first impression or continue a positive relationship using the telephone (e.g., vocabulary, voice quality and tone, grammar, courteousness, rapport).			
10.02	Identify and demonstrate techniques of placing, answering, screening, placing on hold, and directing telephone calls.			
10.03	Identify and demonstrate procedures for recording and relaying accurate messages.			
10.04	Explain procedures for dealing with an obscene telephone call.			
10.05	Identify components of a customer service call.			
10.06	Demonstrate use of the telephone as a customer service tool to gather, receive, record, and convey accurate and complete information in a professional and courteous manner.			
10.07	Demonstrate active listening skills.			
10.08	Demonstrate ability to organize ideas and communicate oral messages appropriate to listener and situation.			
10.09	Review guidelines to inform customers of order receipt, prices, shipping date, and delays.			
10.10	Describe a positive and caring telephone voice.			
10.11	Demonstrate techniques for dealing with an irate or upset caller, remembering that “the customer is always right.”			
10.12	Model the impact of facial expression on tone of voice.			
10.13	Explain importance of maintaining a telephone log.			
10.14	Demonstrate ability to maintain a telephone log accurately and in accordance with organization procedures.			
10.15	Demonstrate ability to access voice mail and record information accurately and neatly and note if response is required.			
10.16	Demonstrate ability to retrieve messages from an answering machine and record information accurately and neatly and note if response is required.			
10.17	Practice logging in and out of telephone systems.			
11.0	Identify customer service activities--The student will be able to:			
11.01	Role-play appropriate customer greetings.			
11.02	Describe how an employee represents the firm to customers.			
11.03	Explain techniques to balance responsive telephone service with in-store service.			
11.04	Demonstrate ability to determine the individual customer's need for specific types of product support and customer services.			
11.05	Discuss the importance of suggestive selling of complimentary goods/services.			
11.06	Demonstrate knowledge of current and potential customer services offered by selected marketing organizations.			
11.07	Demonstrate ability to overcome objections.			
11.08	Explain role of customer mailing lists in the customer service industry.			
11.09	Role-play thanking the customer using appropriate English.			
11.10	Explain methods of observation that can be used to obtain customer’s surname.			
11.11	Discuss importance of customer follow-up including those instances when writing a thank you note could be appropriate.			
11.12	Describe techniques for identifying and satisfying customer needs/wants/problems.			
11.13	Explain techniques for determining customer merchandise/service interests.			
11.14	Discuss techniques for recognizing and responding to customer preference(s).			
11.15	Explain importance of listening to customer needs/wants/problems.			
11.16	Explain importance of product knowledge, features, and benefits to successful cross selling.			
11.17	Demonstrate ability to obtain customer commitment.			
11.18	Model methods of resolving customer complaints.			
11.19	Discuss importance of assisting customer in location of desired item(s).			
11.20	List abilities and qualities customers expect.			
12.0	Demonstrate job seeking and employability skills--The student will be able to:			
12.01	Identify resources used in a customer service job search.			
12.02	Identify steps of the job application process including researching the company prior to an interview and obtaining proper documentation (e.g., green card).			
12.03	Locate company site on the Internet.			
12.04	Identify documentation needed prior to seeking employment.			
12.05	Discuss importance of drug tests and criminal background checks in identifying possible customer service employment opportunities.			
12.06	Demonstrate appropriate dress and grooming for employment.			
12.07	List documents an employer is required to have completed by an employee for payroll and eligibility purposes.			
12.08	Arrange for personal references.			
12.09	Prepare a neat, legible resume (traditional and electronic).			
12.10	Prepare a job application letter for a customer service position.			
12.11	Read and accurately complete job application forms for customer service positions.			
12.12	Participate in a behavioral job interview by role playing as an interviewer and an applicant.			
12.13	Demonstrate methods for handling illegal interview and application form questions.			
12.14	Compose a set of questions to ask of an interviewer.			
12.15	Participate in pre-employment testing (e.g., simulations, telephone interview, telephone screening).			
12.16	Conduct an interview follow-up.			
12.17	List procedures to follow when accepting an employment offer.			
12.18	Illustrate an understanding of the appropriate techniques to use when changing jobs.			
12.19	Describe appropriate methods for resigning from a position.			
12.20	Identify reasons for termination.			
12.21	Prepare a letter of resignation.			
12.22	Identify and demonstrate appropriate responses to feedback from supervisors.			
12.23	Identify and demonstrate acceptable work habits.			
12.24	Demonstrate acceptable health and hygiene habits.			
12.25	Discuss examples of company standards, policies, and procedures.			
12.26	Explain importance of following accepted rules, regulations, policies, and workplace safety guidelines.			
12.27	Describe importance of producing quality work and meeting performance standards.			
12.28	Describe implications of racial, ethnic, regional, educational, social, and age differences.			
12.29	Demonstrate attitudes and behaviors that eliminate stereotyping, gender bias, and recognize the value of cultural diversity.			
12.30	Demonstrate ability to work as a team member.			
12.31	Demonstrate a strong work ethic and a positive attitude both personally and professionally.			
12.32	Recognize the importance of the efficient use of materials and space on the job.			
12.33	Demonstrate an understanding of ethical business practices.			
12.34	Explain the importance of confidentiality in the workplace concerning any written, oral, or technically transmitted information pertaining to personnel, customers, or materials.			
12.35	Obtain letters of reference summarizing work/volunteer experiences.			
13.0	Develop a plan for a career in customer service--The student will be able to:			
13.01	Discuss the advantages and disadvantages of working in the customer service field.			
13.02	Identify personal qualities necessary to be successful as a customer service representative.			
13.03	Research a customer service occupation.			
13.04	Diagram a career path for the customer service associate.			
13.05	Write a job description for a customer service associate.			
13.06	Identify the educational requirements and work experience needed for a customer service associate.			
13.07	Identify personal qualities and skills necessary for job enhancement and career development in the customer service field.			
13.08	Develop forms of documentation for inclusion in a career portfolio.			

2014 – 2015
Florida Department of Education
Student Performance Standards

Course Title: 	Customer Service Representative 2
Course Number: 	8848120
Course Credit:	1

Course Description:

This course provides instruction concerning the duties and responsibilities of a customer service specialist, the telephone activities performed by a customer service representative, customer relations activities, job seeking and employability skills, and developing a career plan for a career in customer service.  At the completion of this course, the student will have met occupational completion point - B: Telesales Representative - SOC 41-9041.

Florida Standards	Correlation to CTE Program Standard #	
01.0	Methods and strategies for using Florida Standards for grades 09-10 reading in Technical Subjects for student success in Marketing, Sales & Service.		
01.01	Key Ideas and Details		
01.01.1	Cite specific textual evidence to support analysis of science and technical texts, attending to the precise details of explanations or descriptions.
LAFS.910.RST.1.1		
01.01.2	Determine the central ideas or conclusions of a text; trace the text’s explanation or depiction of a complex process, phenomenon, or concept; provide an accurate summary of the text.
LAFS.910.RST.1.2		
01.01.3	Follow precisely a complex multistep procedure when carrying out experiments, taking measurements, or performing technical tasks, attending to special cases or exceptions defined in the text.
LAFS.910.RST.1.3		
01.02	Craft and Structure		
01.02.1	Determine the meaning of symbols, key terms, and other domain-specific words and phrases as they are used in a specific scientific or technical context relevant to grades 9–10 texts and topics.
LAFS.910.RST.2.4		
01.02.2	Analyze the structure of the relationships among concepts in a text, including relationships among key terms (e.g., force, friction, reaction force, energy).
LAFS.910.RST.2.5		
01.02.3	Analyze the author’s purpose in providing an explanation, describing a procedure, or discussing an experiment in a text, defining the question the author seeks to address.
LAFS.910.RST.2.6		
01.03	Integration of Knowledge and Ideas		
01.03.1	Translate quantitative or technical information expressed in words in a text into visual form (e.g., a table or chart) and translate information expressed visually or mathematically (e.g., in an equation) into words.
LAFS.910.RST.3.7		
01.03.2	Assess the extent to which the reasoning and evidence in a text support the author’s claim or a recommendation for solving a scientific or technical problem.
LAFS.910.RST.3.8		
01.03.3	Compare and contrast findings presented in a text to those from other sources (including their own experiments), noting when the findings support or contradict previous explanations or accounts.
LAFS.910.RST.3.9		
01.04	Range of Reading and Level of Text Complexity		
01.04.1	By the end of grade 9, read and comprehend literature [informational texts, history/social studies texts, science/technical texts] in the grades 9–10 text complexity band proficiently, with scaffolding as needed at the high end of the range.
01.04.2	By the end of grade 10, read and comprehend literature [informational texts, history/social studies texts, science/technical texts] at the high end of the grades 9–10 text complexity band independently and proficiently.
LAFS.910.RST.4.10		
02.0	Methods and strategies for using Florida Standards for grades 09-10 writing in Technical Subjects for student success in Marketing, Sales & Service.		
02.01	Text Types and Purposes		
02.01.1	Write arguments focused on discipline-specific content.
LAFS.910.WHST.1.1		
02.01.2	Write informative/explanatory texts, including the narration of historical events, scientific procedures/experiments, or technical processes.
LAFS.910.WHST.1.2		
02.01.3	Write precise enough descriptions of the step-by-step procedures they use in their investigations or technical work that others can replicate them and (possibly) reach the same results.
LAFS.910.WHST.1.3		
02.02	Production and Distribution of Writing		
02.02.1	Produce clear and coherent writing in which the development, organization, and style are appropriate to task, purpose, and audience.
LAFS.910.WHST.2.4		
02.02.2	Develop and strengthen writing as needed by planning, revising, editing, rewriting, or trying a new approach, focusing on addressing what is most significant for a specific purpose and audience.
LAFS.910.WHST.2.5		
02.02.3	Use technology, including the Internet, to produce, publish, and update individual or shared writing products, taking advantage of technology’s capacity to link to other information and to display information flexibly and dynamically.
LAFS.910.WHST.2.6		
02.03	Research to Build and Present Knowledge		
02.03.1	Conduct short as well as more sustained research projects to answer a question (including a self-generated question) or solve a problem; narrow or broaden the inquiry when appropriate; synthesize multiple sources on the subject, demonstrating understanding of the subject under investigation.
LAFS.910.WHST.3.7		
02.03.2	Gather relevant information from multiple authoritative print and digital sources, using advanced searches effectively; assess the usefulness of each source in answering the research question; integrate information into the text selectively to maintain the flow of ideas, avoiding plagiarism and following a standard format for citation.
LAFS.910.WHST.3.8		
02.03.3	Draw evidence from informational texts to support analysis, reflection, and research.
LAFS.910.WHST.3.9		
02.04	Range of Writing		
02.04.1	Write routinely over extended time frames (time for reflection and revision) and shorter time frames (a single sitting or a day or two) for a range of discipline-specific tasks, purposes, and audiences.
LAFS.910.WHST.4.10		
03.0	Methods and strategies for using Florida Standards for grades 09-10 Mathematical Practices in Technical Subjects for student success in Marketing, Sales & Service.		
03.01	Make sense of problems and persevere in solving them.
MAFS.K12.MP.1.1		
03.02	Reason abstractly and quantitatively.
MAFS.K12.MP.2.1		
03.03	Construct viable arguments and critique the reasoning of others.
MAFS.K12.MP.3.1		
03.04	Model with mathematics.
MAFS.K12.MP.4.1		
03.05	Use appropriate tools strategically.
MAFS.K12.MP.5.1		
03.06	Attend to precision.
MAFS.K12.MP.6.1		
03.07	Look for and make use of structure.
MAFS.K12.MP.7.1		
03.08	Look for and express regularity in repeated reasoning.
MAFS.K12.MP.8.1		

Abbreviations: 
FS-M/LA = Florida Standards for Math/Language Arts
NGSSS-Sci = Next Generation Sunshine State Standards for Science

Note:  This course is pending alignment in the following categories:  FS-M/LA and NGSSS-Sci.

CTE Standards and Benchmarks	FS-M/LA	NGSSS-Sci	
14.0	Demonstrate technology literacy appropriate to customer service--The student will be able to:			
14.01	Demonstrate computer literacy by producing documents generated by database and spreadsheet software.			
14.02	Employ reference materials such as on-line help, vendor bulletin boards, tutorials, and manuals available for application software.			
14.03	Employ computer networks (e.g., internet, on-line databases, e-mail) to facilitate collaborative or individual learning and communication.			
15.0	Demonstrate communication skills necessary for success in customer service--The student will be able to:			
15.01	Demonstrate techniques for writing letters and memorandums appropriate to the particular audience (e.g., management, customers, co-workers, manufacturers).			
15.02	Monitor written, oral, and electronic sources of information and materials relevant to delivering accurate customer service.			
15.03	Compose e-mail and business letters.			
15.04	Demonstrate effective probing skills.			
16.0	Describe call center representative duties and responsibilities--The student will be able to:			
16.01	Identify potentially difficult customers and strategies to meet their needs.			
16.02	Explain differences between consumer rights and business responsibilities.			
16.03	Explain differences between internal and external customers (e.g., productivity, motivation, commitment, and stress management vs. order taking, handling routine inquiries and application questions, and problem solving).			
16.04	Exhibit how to interpret policies to internal and external customers.			
16.05	Exhibit sensitivity to internal and external customer needs.			
16.06	Classify customer services according to nature and characteristics of the activity.			
16.07	Classify customer services considered primary or essential and those considered secondary or optional.			
16.08	Review methods to resolve customer problems through clarifying, explaining policy/procedure, and coming to a consensus.			
16.09	Analyze the relationship between public relations and marketing.			
16.10	Demonstrate methods to initiate and maintain client account records.			
16.11	Prepare statements for clients.			
17.0	Explain and perform telephone activities unique to customer service--The student will be able to:			
17.01	Assume accountability for the technical and customer services provided during service calls. 			
17.02	Demonstrate ability to maintain a file of addresses and telephone numbers.			
18.0	Identify customer service activities--The student will be able to:			
18.01	Discuss importance of changing displays to maintain customer interest.			
18.02	Explain the concepts of market segmentation and niche marketing.			
19.0	Describe leadership and organizational skills necessary for success in customer service--The student will be able to:			
19.01	Describe qualities of an effective leader.			
19.02	Describe different types of leadership.			
19.03	Identify and utilize the planning process.			
19.04	Outline steps utilized in problem resolution when dealing with customers.			
19.05	Outline and apply steps used in decision-making when dealing with customers.			
19.06	Work cooperatively within a group to achieve organizational goals.			
19.07	Describe the role of the vision and mission statement in a customer service organization.			
19.08	Explain how innovation and efficiency impact the customer service organization.			
19.09	Display the ability to adjust behavior as appropriate to the situation, listening and responding with appropriate manners.			
19.10	Model personal responsibility for the welfare of others.			
19.11	Model appropriate technique for shaking hands as a professional.			
20.0	Utilize effective techniques and procedures for selling customer services--The student will be able to:			
20.01	Demonstrate how to increase total sales volume by selling complementary services to the main product(s).			
20.02	Demonstrate knowledge of current and potential customer services offered by selected marketing organizations.			
20.03	Demonstrate the ability to determine the individual customer’s need for specific types of product support customer services.			
20.04	Explain the “value added” concept as it applies to customer services.			
20.05	Evaluate ability to overcome objections.			
20.06	Demonstrate ability to identify and satisfy customer needs/wants/problems.			
20.07	Evaluate ability to obtain customer commitment.			
20.08	Identify and demonstrate cross-selling techniques.			
20.09	Explain concept of "product" as an ingredient in the marketing mix.			
20.10	Explain the relationship of economic utilities and customer services.			
21.0	Demonstrate basic math operations relevant to customer service--The student will be able to:			
21.01	Perform basic computational operations.			
21.02	Solve work-related problems using whole numbers, fractions, decimals, ratios, and percentages.			
21.03	Operate a 10-key keypad.			
22.0	Demonstrate an understanding of a client's business, policies, and procedures--The student will be able to:			
22.01	Identify client's mission and objectives.			
22.02	Identify the type of business in which the client is engaged.			
22.03	Identify customer service guidelines.			
22.04	Identify procedure for logging in and out of client's system.			
22.05	Identify correct screen management techniques.			
22.06	Identify codes for different procedures.			
22.07	Identify data entry guidelines including procedure for error editing and correction.			
22.08	Identify procedure to obtain assistance (i.e., help desk, on-line help).			
22.09	Demonstrate ability to receive and process calls per client's guidelines.			
22.10	Practice taking orders, requests, etc., as required by client.			

	

2014 – 2015
Florida Department of Education
Student Performance Standards

Course Title: 	Customer Service Representative 3
Course Number: 	8848130
Course Credit:	1

Course Description:

The purpose of this course is to provide students with the competencies required for employment at the career specialist level in the customer service industry.  Students will have met occupational completion point - C:  Customer Service Representative - SOC 43-4051.

Florida Standards	Correlation to CTE Program Standard #	
23.0	Methods and strategies for using Florida Standards for grades 11-12 reading in Technical Subjects for student success in Marketing, Sales & Service.		
23.01	Key Ideas and Details		
23.01.1	Cite specific textual evidence to support analysis of science and technical texts, attending to important distinctions the author makes and to any gaps or inconsistencies in the account.
LAFS.1112.RST.1.1		
23.01.2	Determine the central ideas or conclusions of a text; trace the text’s explanation or depiction of a complex process, phenomenon, or concept; provide an accurate summary of the text.
LAFS.1112.RST.1.2		
23.01.3	Follow precisely a complex multistep procedure when carrying out experiments, taking measurements, or performing technical tasks, attending to special cases or exceptions defined in the text.
LAFS.1112.RST.1.3		
23.02	Craft and Structure		
23.02.1	Determine the meaning of symbols key terms, and other domain-specific words and phrases as they are used in a specific scientific or technical context relevant to grades 11–12 texts and topics.
LAFS.1112.RST.2.4		
23.02.2	Analyze how the text structures information or ideas into categories or hierarchies, demonstrating understanding of the information or ideas.
LAFS.1112.RST.2.5		
23.02.3	Analyze the author’s purpose in providing an explanation, describing a procedure, or discussing an experiment in a text, identifying important issues that remain unresolved.
LAFS.1112.RST.2.6		
23.03	Integration of Knowledge and Ideas		
23.03.1	Integrate and evaluate multiple sources of information presented in diverse formats and media (e.g. quantitative data, video, multimedia) in order to address a question or solve a problem.
LAFS.1112.RST.3.7		
23.03.2	Evaluate the hypotheses, data, analysis, and conclusions in a science or technical text, verifying the data when possible and corroborating or challenging conclusions with other sources of information.
LAFS.1112.RST.3.8		
23.03.3	Synthesize information from a range of sources (e.g., texts, experiments, simulations) into a coherent understanding of a process, phenomenon, or concept, resolving conflicting information when possible.
LAFS.1112.RST.3.9		
23.04	Range of Reading and Level of Text Complexity		
23.04.1	By the end of grade 11, read and comprehend literature [informational texts, history/social studies texts, science/technical texts] in the grades 11–CCR text complexity band proficiently, with scaffolding as needed at the high end of the range.
23.04.2	By the end of grade 12, read and comprehend literature [informational texts, history/social studies texts, science/technical texts] at the high end of the grades 11–CCR text complexity band independently and proficiently.
LAFS.1112.RST.4.10		
24.0	Methods and strategies for using Florida Standards for grades 11-12 writing in Technical Subjects for student success in Marketing, Sales & Service.		
24.01	Text Types and Purposes		
24.01.1	Write arguments focused on discipline-specific content.
LAFS.1112.WHST.1.1		
24.01.2	Write informative/explanatory texts, including the narration of historical events, scientific procedures/experiments, or technical processes.
LAFS.1112.WHST.1.2		
24.01.3	Write precise enough descriptions of the step-by-step procedures they use in their investigations or technical work that others can replicate them and (possibly) reach the same results.
LAFS.1112.WHST.1.3		
24.02	Production and Distribution of Writing		
24.02.1	Produce clear and coherent writing in which the development, organization, and style are appropriate to task, purpose, and audience.
LAFS.1112.WHST.2.4		
24.02.2	Develop and strengthen writing as needed by planning, revising, editing, rewriting, or trying a new approach, focusing on addressing what is most significant for a specific purpose and audience.
LAFS.1112.WHST.2.5		
24.02.3	Use technology, including the Internet, to produce, publish, and update individual or shared writing products in response to ongoing feedback, including new arguments or information.
LAFS.1112.WHST.2.6		
24.03	Research to Build and Present Knowledge		
24.03.1	Conduct short as well as more sustained research projects to answer a question (including a self-generated question) or solve a problem; narrow or broaden the inquiry when appropriate; synthesize multiple sources on the subject, demonstrating understanding of the subject under investigation.
LAFS.1112.WHST.3.7		
24.03.2	Gather relevant information from multiple authoritative print and digital sources, using advanced searches effectively; assess the strengths and limitations of each source in terms of the specific task, purpose, and audience; integrate information into the text selectively to maintain the flow of ideas, avoiding plagiarism and overreliance on any one source and following a standard format for citation.
LAFS.1112.WHST.3.8		
24.03.3	Draw evidence from informational texts to support analysis, reflection, and research.
LAFS.1112.WHST.3.9		
24.04	Range of Writing		
24.04.1	Write routinely over extended time frames (time for reflection and revision) and shorter time frames (a single sitting or a day or two) for a range of discipline-specific tasks, purposes, and audiences.
LAFS.1112.WHST.4.10		
25.0	Methods and strategies for using Florida Standards for grades 11-12 Mathematical Practices in Technical Subjects for student success in Marketing, Sales & Service.		
25.01	Make sense of problems and persevere in solving them.
MAFS.K12.MP.1.1		
25.02	Reason abstractly and quantitatively.
MAFS.K12.MP.2.1		
25.03	Construct viable arguments and critique the reasoning of others.
MAFS.K12.MP.3.1		
25.04	Model with mathematics.
MAFS.K12.MP.4.1		
25.05	Use appropriate tools strategically.
MAFS.K12.MP.5.1		
25.06	Attend to precision.
MAFS.K12.MP.6.1		
25.07	Look for and make use of structure.
MAFS.K12.MP.7.1		
25.08	Look for and express regularity in repeated reasoning.
MAFS.K12.MP.8.1		

Abbreviations: 
FS-M/LA = Florida Standards for Math/Language Arts
NGSSS-Sci = Next Generation Sunshine State Standards for Science

Note:  This course is pending alignment in the following categories:  FS-M/LA and NGSSS-Sci.

CTE Standards and Benchmarks	FS-M/LA	NGSSS-Sci	
26.0	Demonstrate basic math operations and budget operations relevant to customer services--The student will be able to:			
26.01	Demonstrate correct procedures for handling major types of sales transactions.			
26.02	Reconcile a customer account.			
26.03	Develop a group work schedule and calculate the necessary budget to implement it for a week, a month and a year.			
26.04	Adjust monthly and yearly schedules and budgets to reflect business variations such as seasonal, increase in sales and decrease in sales.			
27.0	Demonstrate higher order human relations skills necessary for hiring individuals in customer service occupations--The student will be able to:			
27.01	Identify benefits of professional staff development (e.g., workshops, conferences, course work, and membership in professional associations).			
27.02	Explain the need for employee evaluations, describe the procedures used in the evaluation process, and identify the consequences of positive or negative performance appraisals.			
27.03	Describe methods used to compensate employees (e.g., wages, salary, commission).			
27.04	Practice accurately answering call center representative questions on policies, procedures, and systems.			
27.05	Practice guiding call center representatives through reference materials.			
27.06	Practice monitoring and providing coaching and feedback to call center representatives.			
27.07	Identify a variety of action plans to educate new hires.			
28.0	Demonstrate higher order ability to communicate skillfully--The student will be able to:			
28.01	Give oral reports to demonstrate the ability to express oneself in a concise, timely, and professional manner.			
28.02	Demonstrate effective probing skills.			
28.03	Demonstrate effective communication of impact of a business decision.			
29.0	Demonstrate an awareness of management functions and organizational structures--The student will be able to:			
29.01	Identify the different levels of management.			
29.02	Identify, compare, and contrast the various forms of business ownership (e.g., sole proprietorship, partnership, corporation, franchise) and other organizational structures (nonprofit organizations, government agencies).			
29.03	Compare and contrast the legal procedures and processes involved when establishing business ownership (e.g., sole proprietorship, partnership, limited partnership, joint ventures, limited partnership associations, registered partnerships with limited liability, limited liability corporation, corporation, franchise).			
29.04	Compare and contrast the advantages and disadvantages of each type of business ownership based upon complexity and risk of legal procedures and processes.			
29.05	Demonstrate knowledge of procedures, systems, and reference materials.			
30.0	Demonstrate an understanding of basic contractual obligations--The student will be able to:			
30.01	Demonstrate an understanding of contractual relationships.			
30.02	Explain how an offer and acceptance can create contractual rights and duties.			
30.03	Identify people who lack contractual capacity.			
30.04	Describe breach of contract and the remedies available when a contract is breached.			
30.05	Define an agency relationship and list the ways that agency relationships may be created.			
30.06	Identify which applicants may be asked to participate in testing (e.g., aptitude, psychological, polygraph, drug, etc).			
31.0	Perform higher order keyboarding activities and use of office equipment in order to train others in these skills--The student will be able to:			
31.01	Key and apply formatting principles.			
31.02	Obtain and transmit credit information.			
31.03	Perform basic computer operations.			
32.0	Demonstrate performance of supervisory/management functions--The student will be able to:			
32.01	Describe the functions of management (e.g., planning, organizing, staffing, directing, controlling) and discuss how functions are interrelated.			
32.02	Identify factors of strategic planning and define the role of strategic planning in a business environment.			
32.03	Demonstrate project management skills.			
32.04	Prepare training materials or update existing material.			
32.05	Dramatize handling elevated customer calls.			
32.06	Demonstrate ways to support team members to achieve personal and team goals.			
32.07	Identify relevant management information based on business existing records.			
32.08	Identify appropriate information at various management decision making levels.			
32.09	Identify appropriate applications for computer usage.			
32.10	Identify administrative tasks that would be the responsibility of the customer care coach.			
33.0	Develop a plan for a career in management--The student will be able to:			
33.01	Discuss the advantages and disadvantages of working in the management field.			
33.02	Identify personal qualities necessary to be successful as a management.			
33.03	Research a management occupation.			
33.04	Diagram a career path for the management.			
33.05	Write a job description for a management.			
33.06	Identify the educational requirements and work experience needed for a manager.			
33.07	Identify personal qualities and skills necessary for job enhancement and career development in the management field.			
33.08	Develop forms of documentation for inclusion in a career portfolio.			

2014 – 2015
Florida Department of Education
Student Performance Standards

Course Title: 	Customer Service Representative 4
Course Number: 	8848140
Course Credit:	1

Course Description:

The purpose of this course is to provide students with the skills and knowledge required for supervisory level and mid-management level employment in the customer service industry.  Students will have met occupational completion point - D:  Customer Service Manager - SOC 43-1011.

Florida Standards	Correlation to CTE Program Standard #	
23.0	Methods and strategies for using Florida Standards for grades 11-12 reading in Technical Subjects for student success in Marketing, Sales & Service.		
23.01	Key Ideas and Details		
23.01.1	Cite specific textual evidence to support analysis of science and technical texts, attending to important distinctions the author makes and to any gaps or inconsistencies in the account.
LAFS.1112.RST.1.1		
23.01.2	Determine the central ideas or conclusions of a text; trace the text’s explanation or depiction of a complex process, phenomenon, or concept; provide an accurate summary of the text.
LAFS.1112.RST.1.2		
23.01.3	Follow precisely a complex multistep procedure when carrying out experiments, taking measurements, or performing technical tasks, attending to special cases or exceptions defined in the text.
LAFS.1112.RST.1.3		
23.02	Craft and Structure		
23.02.1	Determine the meaning of symbols key terms, and other domain-specific words and phrases as they are used in a specific scientific or technical context relevant to grades 11–12 texts and topics.
LAFS.1112.RST.2.4		
23.02.2	Analyze how the text structures information or ideas into categories or hierarchies, demonstrating understanding of the information or ideas.
LAFS.1112.RST.2.5		
23.02.3	Analyze the author’s purpose in providing an explanation, describing a procedure, or discussing an experiment in a text, identifying important issues that remain unresolved.
LAFS.1112.RST.2.6		
23.03	Integration of Knowledge and Ideas		
23.03.1	Integrate and evaluate multiple sources of information presented in diverse formats and media (e.g. quantitative data, video, multimedia) in order to address a question or solve a problem.
LAFS.1112.RST.3.7		
23.03.2	Evaluate the hypotheses, data, analysis, and conclusions in a science or technical text, verifying the data when possible and corroborating or challenging conclusions with other sources of information.
LAFS.1112.RST.3.8		
23.03.3	Synthesize information from a range of sources (e.g., texts, experiments, simulations) into a coherent understanding of a process, phenomenon, or concept, resolving conflicting information when possible.
LAFS.1112.RST.3.9		
23.04	Range of Reading and Level of Text Complexity		
23.04.1	By the end of grade 11, read and comprehend literature [informational texts, history/social studies texts, science/technical texts] in the grades 11–CCR text complexity band proficiently, with scaffolding as needed at the high end of the range.
23.04.2	By the end of grade 12, read and comprehend literature [informational texts, history/social studies texts, science/technical texts] at the high end of the grades 11–CCR text complexity band independently and proficiently.
LAFS.1112.RST.4.10		
24.0	Methods and strategies for using Florida Standards for grades 11-12 writing in Technical Subjects for student success in Marketing, Sales & Service.		
24.01	Text Types and Purposes		
24.01.1	Write arguments focused on discipline-specific content.
LAFS.1112.WHST.1.1		
24.01.2	Write informative/explanatory texts, including the narration of historical events, scientific procedures/experiments, or technical processes.
LAFS.1112.WHST.1.2		
24.01.3	Write precise enough descriptions of the step-by-step procedures they use in their investigations or technical work that others can replicate them and (possibly) reach the same results.
LAFS.1112.WHST.1.3		
24.02	Production and Distribution of Writing		
24.02.1	Produce clear and coherent writing in which the development, organization, and style are appropriate to task, purpose, and audience.
LAFS.1112.WHST.2.4		
24.02.2	Develop and strengthen writing as needed by planning, revising, editing, rewriting, or trying a new approach, focusing on addressing what is most significant for a specific purpose and audience.
LAFS.1112.WHST.2.5		
24.02.3	Use technology, including the Internet, to produce, publish, and update individual or shared writing products in response to ongoing feedback, including new arguments or information.
LAFS.1112.WHST.2.6		
24.03	Research to Build and Present Knowledge		
24.03.1	Conduct short as well as more sustained research projects to answer a question (including a self-generated question) or solve a problem; narrow or broaden the inquiry when appropriate; synthesize multiple sources on the subject, demonstrating understanding of the subject under investigation.
LAFS.1112.WHST.3.7		
24.03.2	Gather relevant information from multiple authoritative print and digital sources, using advanced searches effectively; assess the strengths and limitations of each source in terms of the specific task, purpose, and audience; integrate information into the text selectively to maintain the flow of ideas, avoiding plagiarism and overreliance on any one source and following a standard format for citation.
LAFS.1112.WHST.3.8		
24.03.3	Draw evidence from informational texts to support analysis, reflection, and research.
LAFS.1112.WHST.3.9		
24.04	Range of Writing		
24.04.1	Write routinely over extended time frames (time for reflection and revision) and shorter time frames (a single sitting or a day or two) for a range of discipline-specific tasks, purposes, and audiences.
LAFS.1112.WHST.4.10		
25.0	Methods and strategies for using Florida Standards for grades 11-12 Mathematical Practices in Technical Subjects for student success in Marketing, Sales & Service.		
25.01	Make sense of problems and persevere in solving them.
MAFS.K12.MP.1.1		
25.02	Reason abstractly and quantitatively.
MAFS.K12.MP.2.1		
25.03	Construct viable arguments and critique the reasoning of others.
MAFS.K12.MP.3.1		
25.04	Model with mathematics.
MAFS.K12.MP.4.1		
25.05	Use appropriate tools strategically.
MAFS.K12.MP.5.1		
25.06	Attend to precision.
MAFS.K12.MP.6.1		
25.07	Look for and make use of structure.
MAFS.K12.MP.7.1		
25.08	Look for and express regularity in repeated reasoning.
MAFS.K12.MP.8.1		

Abbreviations: 
FS-M/LA = Florida Standards for Math/Language Arts
NGSSS-Sci = Next Generation Sunshine State Standards for Science

Note:  This course is pending alignment in the following categories:  FS-M/LA and NGSSS-Sci.

CTE Standards and Benchmarks	FS-M/LA	NGSSS-Sci	
34.0	Analyze impact and relationship of government regulations and community involvement on   management decisions--The student will be able to:			
34.01	Understand anti-trust laws and how they affect corporate behavior.			
34.01	Describe the pros and cons of various levels of community involvement by a business.			
34.01	Describe how tax policies affect a business.			
34.01	Describe how licensure requirements affect a business.			
34.01	Describe how government regulations affect a business.			
34.01	Identify and evaluate various ways in which government affects business.			
35.0	Demonstrate an advanced ability to communicate skillfully--The student will be able to:			
35.01	Prepare a variety of categories/structures of messages.			
35.02	Practice providing written/verbal feedback that is clear, concise, and professional.			
36.0	Utilize higher order effective techniques and procedures for selling customer services--The student will be able to:			
36.01	Develop a written feature-benefit analysis sheet for a specified customer service.			
36.02	Effectively critique a sales demonstration involving customer services.			
36.03	Demonstrate effective suggestion selling techniques to solve client problems.			
36.04	Develop an action plan to improve call center representative sales performance.			
37.0	Demonstrate higher order math operations relevant to customer services--The student will be able to:			
37.01	Complete an invoice and purchase order return.			
37.02	Calculate discount dates, due dates, and amount of payment.			
37.03	Read charts and graphs.			
37.04	Post debits and credits.			
37.05	Calculate basis points.			
38.0	Perform higher order keyboarding activities and use of office equipment appropriate to customer service--The students will be able to:			
38.01	Obtain information, schedule, place orders, and route using e-mail, telephone, fax, Internet, and other communication and calculating devices.			
39.0	Demonstrate performance of supervisory/management functions--The student will be able to:			
39.01	Describe the functions of management (e.g., planning, organizing, staffing, directing, controlling) and discuss how functions are interrelated.			
39.02	Identify factors of strategic planning and define the role of strategic planning in a business environment.			
39.03	Demonstrate project management skills.			
39.04	Prepare training materials or update existing material.			
39.05	Dramatize handling elevated customer calls.			
39.06	Demonstrate ways to support team members to achieve personal and team goals.			
39.07	Identify relevant management information based on business' existing records.			
39.08	Identify appropriate information at various management decision making levels.			
39.09	Identify appropriate applications for computer usage.			
39.10	Identify administrative tasks that would be the responsibility of the customer care coach.			
40.0	Operate computers and other equipment appropriate to marketing and managing customer services--The student will be able to:			
40.01	Obtain and transmit credit information.			
40.02	Obtain information, schedule, place orders, and route using telephone, fax, CPU, cash register, and other communications and calculating devices.			
40.03	Demonstrate merchandising and operations data entry procedures such as prices, sales, inventory changes, costs, and reductions.			
41.0	Demonstrate an understanding of business ownership--The student will be able to:			
41.01	Define entrepreneurship.			
41.02	List advantages and disadvantages of business ownership.			
41.03	Identify risks involved in ownership of a business.			
41.04	Identify the personal characteristics necessary to be a successful entrepreneur.			
41.05	Identify the business skills needed to operate a business efficiently and effectively.			
41.06	Define the purpose and identify and describe the major components of a business plan.			
41.07	Identify pros and cons of a home-based business			

Additional Information

Laboratory Activities

Laboratory investigations, including the use of scientific research, measurement, and laboratory technologies are an integral part of this course.  These activities include instruction in the use of safety procedures, tools, equipment, materials, and processes related to these occupations.  Equipment and supplies should be provided to enhance hands-on experiences for students.

Special Notes

The occupational standards and benchmarks outlined in this secondary program correlate to the standards and benchmarks of the postsecondary program with the same Classification of Instructional Programs (CIP) number.

Career and Technical Student Organization (CTSO)

DECA is the appropriate career and technical student organization for providing leadership training and reinforcing specific career and technical skills.  Career and Technical Student Organizations provide activities for students as an integral part of the instruction offered.  The activities of such organizations are defined as part of the curriculum in accordance with Rule 6A-6.065, F.A.C.

Cooperative Training – OJT

On-the-job training is appropriate but not required for this program.  Whenever offered, the rules, guidelines, and requirements specified in the OJT framework apply. 

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities as identified on the secondary student’s Individual Educational Plan (IEP) or 504 plan or postsecondary student’s accommodations’ plan to meet individual needs and ensure equal access.  Postsecondary students with disabilities must self-identify, present documentation, request accommodations if needed, and develop a plan with their counselor and/or instructors.  Accommodations received in postsecondary education may differ from those received in secondary education.  Accommodations change the way the student is instructed.  Students with disabilities may need accommodations in such areas as instructional methods and materials, assignments and assessments, time demands and schedules, learning environment, assistive technology and special communication systems.  Documentation of the accommodations requested and provided should be maintained in a confidential file.

In addition to accommodations, some secondary students with disabilities (students with an IEP served in Exceptional Student Education (ESE)) will need modifications to meet their needs.  Modifications change the outcomes or what the student is expected to learn, e.g., modifying the curriculum of a secondary career and technical education course.  Note: postsecondary curriculum and regulated secondary programs cannot be modified.

Some secondary students with disabilities (ESE) may need additional time (i.e., longer than the regular school year), to master the student performance standards associated with a regular Occupational Completion Point (OCP) or a Modified Occupational Completion Point (MOCP).  If needed, a student may enroll in the same career and technical course more than once.  Documentation should be included in the IEP that clearly indicates that it is anticipated that the student may need an additional year to complete an OCP/MOCP.  The student should work on different competencies and new applications of competencies each year toward completion of the OCP/MOCP.  After achieving the competencies identified for the year, the student earns credit for the course.  It is important to ensure that credits earned by students are reported accurately.  The district’s information system must be designed to accept multiple credits for the same course number for eligible students with disabilities.

Articulation

For details on articulation agreements which correlate to programs and industry certifications refer to http://www.fldoe.org/workforce/dwdframe/artic_frame.asp.

Bright Futures/Gold Seal Scholarship

Course substitutions as defined in the Comprehensive Course Table for this program area may be used to qualify a student for Florida’s Gold Seal Vocational Scholarship, providing all other eligibility requirements are met.  Eligibility requirements are available online at https://www.osfaffelp.org/bfiehs/fnbpcm02_CCTMain.aspx. 

Fine Arts/Practical Arts Credit

Many courses in CTE programs meet the Fine Arts/Practical Arts credit for high school graduation (http://www.fldoe.org/articulation/CCD/files/pacourses1314.pdf).  A listing of approved CTE courses is published each year as a supplemental resource to the Course Code Directory (http://www.fldoe.org/articulation/CCD/default.asp).