TlLE CCS10 Q3 M6 page1

Technology and
Livelihood Education 10
Contact Center Services
Quarter
3
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TLE – Contact Center Services 10

Quarter 3 – Module 6: Products and Services: Client-Specific Products
First Edition, 2020

Republic Act 8293, Section 176 states that no copyright shall subsist in any
work of the Government of the Philippines. However, prior approval of the
government agency or office wherein the work is created shall be necessary for
exploitation of such work for profit. Such agency or office may, among other things,
impose as a condition the payment of royalties.

Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand

names, trademarks, etc.) included in this module are owned by their respective
copyright holders. Every effort has been exerted to locate and seek permission to use
these materials from their respective copyright owners. The publisher and authors
do not represent nor claim ownership over them.

Published by the Department of Education - Schools Division of Pasig City

Development Team of the Self-Learning Module

Writer: Karen F. Estrada
Editor: Rachelle C. Figuracion
Reviewer: Rachelle C. Figuracion
Illustrator: Edison P. Clet
Lay-out Artist: Emmanuel D. Ubaldo
Management Team: Ma. Evalou Concepcion A. Agustin
OIC-Schools Division Superintendent
Carolina T. Rivera
CESE. OIC-Assistant Schools Division Superintendent
Manuel A. Laguerta EdD
Chief, Curriculum Implementation Division

Education Program Supervisors

Librada L. Agon EdD (EPP/TLE/TVL/TVE)

Liza A. Alvarez (Science/STEM/SSP)
Bernard R. Balitao (AP/HUMSS)
Joselito E. Calios (English/SPFL/GAS)
Norlyn D. Conde EdD (MAPEH/SPA/SPS/HOPE/A&D/Sports)
Wilma Q. Del Rosario (LRMS/ADM)
Ma. Teresita E. Herrera EdD (Filipino/GAS/Piling Larang)
Perlita M. Ignacio PhD (EsP)
Dulce O. Santos PhD (Kindergarten/MTB-MLE)
Teresita P. Tagulao EdD (Mathematics/ABM)

Printed in the Philippines by Department of Education – Schools Division of

Pasig City
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Technology and
Livelihood Education 10
Quarter 3
Self-Learning Module 6
Products and Services:
Client-Specific Products
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Introductory Message

For the Facilitator:

Welcome to the TLE-ICT Contact Center Services 10 Self Learning Module on

Products and Services: Client-Specific Products!

This Self-Learning Module was collaboratively designed, developed and

reviewed by educators from the Schools Division Office of Pasig City headed by its
Officer-in-Charge Schools Division Superintendent, Ma. Evalou Concepcion A.
Agustin, in partnership with the City Government of Pasig through its mayor,
Honorable Victor Ma. Regis N. Sotto. The writers utilized the standards set by the K
to 12 Curriculum using the Most Essential Learning Competencies (MELC) in
developing this instructional resource.

This learning material hopes to engage the learners in guided and independent
learning activities at their own pace and time. Further, this also aims to help learners
acquire the needed 21st century skills especially the 5 Cs, namely: Communication,
Collaboration, Creativity, Critical Thinking, and Character while taking into
consideration their needs and circumstances.

In addition to the material in the main text, you will also see this box in the
body of the module:

Notes to the Teacher

This contains helpful tips or strategies that
will help you in guiding the learners.

As a facilitator you are expected to orient the learners on how to use this
module. You also need to keep track of the learners' progress while allowing them to
manage their own learning. Moreover, you are expected to encourage and assist the
learners as they do the tasks included in the module.
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For the Learner:

Welcome to the TLE-ICT Contact Center Services 10 Self Learning Module on

Products and Services: Client-Specific Products!

This module was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and time. You
will be enabled to process the contents of the learning material while being an active
learner.

This module has the following parts and corresponding icons:

Expectations - This points to the set of knowledge and skills

that you will learn after completing the module.

Pretest - This measures your prior knowledge about the lesson

at hand.

Recap - This part of the module provides a review of concepts

and skills that you already know about a previous lesson.

Lesson - This section discusses the topic in the module.

Activities - This is a set of activities that you need to perform.

Wrap-Up - This section summarizes the concepts and

application of the lesson.

Valuing - This part integrates a desirable moral value in the

lesson.

Posttest - This measures how much you have learned from the
entire module.
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EXPECTATIONS

At the end of the learning period, the students should be able to:
A. identify the products commonly sold through the internet;
B. list the benefits of call center outsourcing in e-commerce;
C. value the importance of BPO industry in online selling; and
D. apply online selling techniques that can be useful to be an entrepreneur.

PRETEST

Multiple Choice
Directions: Read each item carefully. Choose the letter of the correct answer and
write it on the blank provided at the left side.
_____ 1. It means business transactions such as buying and selling transpire over
the internet.
a. E-book c. E-mail
b. E-commerce d. None of the above

_____ 2. These are young and enthusiastic people who mostly develop businesses
online.
a. Techno-entrepreneurs c. I.T. specialist
b. Call center representatives d. None of the above

_____ 3. The main reason why most companies hire BPO in customer support.
a. To increase skilled worker in production
b. To lessen the burden in financial matters
c. To make companies focus more on their main objectives
d. None of the above

_____ 4. The following are the best products to sell online except ____ .
a. Beauty products c. Drinking glass
b. Clothes d. Gadgets

_____ 5. The challenging effect of online selling.

a. More clients c. More customer’s demands
b. More competition d. More sales
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RECAP

Directions: Write TS if the statement describes the services provided by Technical

Support; otherwise, write SS if it describes Sales Support.
______ 1. Troubleshoot software or hardware
______ 2. Monitor customer accounts
______ 3. Close deals between clients and representative
______ 4. Provide warranty and registration
______ 5. Assistance in handling purchased products

LESSON

Products and Services

Client-Specific Products- Selling products via Internet has progressively
becoming popular and growing
nowadays. Numerous websites
offering products have given
enough good reason why people
considered shopping using their
fingertips helpful and convenient.
Techno-Entrepreneurs who
are mostly young and dynamic
individuals vastly develop e-
commerce that serviced common
needs of people. Although
technology is a factor in delivering
such service and promoting
products, most experts suggest
that customer service and sales
support signifies the success factor of this type of business venture.

Outsourcing customer service to handle orders or to answer queries is an

efficient way in dealing online businesses. Most online store or businesses hire a
third-party outsourcing which specializes in digital marketing and management.
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Here are few reasons why outsourcing in e-commerce have their benefits:
1. For companies to focus more on their main objectives;
2. To streamline the order-taking process;
3. To assure a round-the-clock customer support;
4. To create better communication towards the customers; and
5. To personalized service for greater customer satisfaction.
To make online business a success aside from being proficient in technology
or from the assistance of outsourcing, one must become knowledgeable in choosing
the right products to sell. Online Selling is different from the traditional selling. The
demand in the physical stores doesn’t necessary mean has the same impact
compared with selling via internet. The demand of these products online means the
competition would be tough and their numbers might increase.

These are some of the best products to sell online:

1. Fashion and beauty
2. Technological products
3. Food and personal care
4. Furniture and appliances
5. Travel
6. Toys and DIY items
7. Video games
8. Second-hand sales
9. Books/E-books
10. Digital Music
11. Educational courses

ACTIVITIES

Activity 6.1
Directions: Research and write down the specific
products commonly purchased online. Use the categories as your guide.

Fashion and Technological Food and Furniture and

beauty products personal care appliances
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Activity 6.2
Directions: Hardbound books still make profits despite the rise of E-books. However,
millennials considered E-books more convenient. If you will become an online seller
of books, what are the selling techniques that you can give especially to these age
groups.

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
______________________________________________________________________________.

WRAP-UP

Directions: To summarize the lessons discussed for this week, answer the given
exercise.
• Identify the correct product or services offered in BPO using the
sample conversations between an agent and their customer.
• Write your answer on the space provided before each number.

__________________ 1. “Hi, Ms. Smith. How can I be of service?” --- agent

“As I was using my newly purchased printer, the paper jammed
on it? What will I do?” --- customer

__________________ 2. “This is Patricia from JMS. How can I help you?” --- agent
“Hi, can I ask for my updated statement of account for this
month? Thank you.” --- customer

__________________ 3. “Hi, I’ve browsed your website and I was wondering if the pillow
massager is still available? --- customer
“Sure, sir. Can I have your name please?” --- agent
__________________ 4. “I am calling on behalf of LUX credit card. We would like to
reward you with a Platinum Mastercard as our valued
customer for 5 years.” --- agent
“What will I get with that Mastercard?” --- customer
__________________ 5. “Good morning. This Mark from Star Inc. I am calling to remind
you of your pending bill for the last 3 months.” --- agent
“I am sorry, sir. I was unemployed for the past months. Can I
ask for payment settlement to lessen my burden of debt?” ---
customer
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VALUING
Directions: Put a checkmark ( ) on the statements that connotes the truth; else, put
cross mark ( X ) if false. Share your thoughts after this activity.

_______ 1. It is better to hire outsourcing companies in dealing with customer service.

_______ 2. E-commerce doesn’t help entrepreneurs grow their businesses.
_______ 3. Products online gives purchasing accessibility to customers.
_______ 4. Online selling can be compared as traditional selling.
_______ 5. Providing round-the-clock service to potential buyers may increase sales.

POSTTEST
Directions: As we conclude our lesson, try to answer the following questions. Write
the letter of the correct answer.

______ 1. “This is Mia from KFE Enterprise. I am calling to update your overdue bill
on your purchases.” This statement is an example of ________.
A. Billing
B. Collections
C. Sales support
D. Technical support
______ 2. E-commerce means _________.
A. Commercial transactions using SMS
B. Commercial transactions conducted on the internet
C. Commercial transactions which transpire physically
D. None of the above
______ 3. The following are examples of best products to sell online except _____.
A. DIY items
B. Digital music
C. Technological products
D. Medicinal supplements
______ 4. This is a common benefit of hiring third-party company in e-
commerce.
A. Assist in legal matters
B. Aid in human resource
C. Acquire financial service
D. Assure customer satisfaction
______ 5. “Good day. I would like to order a bouquet of roses for my mother this
Valentine’s Day. Is it possible to deliver it asap?” This is an example of _________.
a. Billing
b. Client-specific
c. Sales
d. Technical support
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KEY TO CORRECTION

Collections 5.
B 5. B 5.
Sales support 4. TS 5.
D 4. C 4.
product TS 4.
D 3. Client-specific 3. SS 3. C 3.
B 2. Billing 2. SS 2. A 2.
B 1. Technical support 1. TS 1. B 1.
Post-Test Wrap-up Recap Pre-Test

References
ONLINE SOURCES

Bob. Download: Technology and Livelihood Education (TLE) Grade 10 TGs and LMs.
Blogger, January 6, 2018. https://www.pnoytalks.com/2015/10/technology-
and-livelihood-education-tle-g10-tg-lm.html.

Cova Diaz, “The 6 Most Sold Products Online (Ideas and Market Analysis),” Doofinder
Site Search, 2020, https://www.doofinder.com/en/blog/best-selling-
products-on-the-internet.

“C-CCS_Grade10_Module 1_PECs And Module2_EM_OK.Pdf.” Google Drive. Google.

Accessed July 5, 2020.
https://drive.google.com/file/d/0B41NpxO8pu79M0xoWEVqNHplbTQ/view.

“Ecommerce Customer Support Outsourcing Benefits to a Company,” www.iccs-

bpo.com, July 1, 2017, https://www.iccs-bpo.com/BPO/Outsource-
Ecommerce-Customer-Support-Benefits.

“5 Ways to Sell a Product Using a Call Center,” Westpark Communications, August

20, 2018, https://westparkcom.net/5-ways-to-sell-your-product-using-a-
customer-service-call-center/.

DIGITAL IMAGE

“24/7 Customer Support for ECommerce Platforms for 12+ Years,” Outsourcing
Philippines | BPO Partner | Remote Staff, accessed August 26, 2020,
https://www.asiapremierbpo.com/e-commerce-customer-services/.

“Add To Cart Button Png - Add To Cart Now Button - Transparent PNG Download -
1080x628 - Free Download on VipPng,” Vippng.com, accessed August 26, 2020,
https://www.vippng.com/preview/mJoihR_add-to-cart-button-png-add-to-
cart/.