Marketing, Sales and Service Program Mastery Levels Grid

MARKETING, SALES AND SERVICE
PROGRAM MASTERY LEVELS GRID (14)

School _______________________________________________________Date: ______________________ course course course course Post HS
Program:_____________________________________________ Contact Person: ________________________
4 3 2 1 N N - Not exposed to task, 1 - Exposed to the task, 2 - Accomplishes task with help
3 - Accomplishes task to criterion, 4 - Able to teach task
SECTION # 1
CLUSTER FOUNDATIONS
4 3 2 1 N I 01 ACADEMIC FOUNDATIONS
1 Integrate social-studies skills into marketing, sales and services to better understand customer and the economic
environment in which they function.
1.1 Acquire an understanding of fundamental economic concepts to obtain a foundation for employment in
marketing careers.
1.11 Differentiate between goods and services.
1.12 Identify economic resources.
1.13 Recognize reasons for scarcity.
1.14 Delineate society's economic questions.
1.15 Categorize economic activities.
1.16 Determine economic utilities created by marketing activities.
1.17 Recognize conditions needed for demand's existence.
1.18 Analyze the impact of the law of supply and demand on business.
1.19 Identify factors affecting supply, demand and elasticity.
1.110 Differentiate among price, relative price, equilibrium price, and market price.
1.111 Determine the relationship between relative prices and economic questions.
1.112 Recognize functions of relative prices.
1.113 Analyze price determination.
1.114 Predict producer's responses to excess supply and demand.
1.2 Differentiate among economic systems to understand the environments in which businesses function.
1.21 Identify the importance of economic systems.
1.22 Delineate characteristics of traditional, communist, socialist, and market economic systems.
1.23 Analyze ways that economic systems answer economic questions.
1.24 Evaluate strengths and weaknesses of economic systems.
1.25 Identify factors affecting business profit.
1.26 Calculate profit.
1.27 Identify profit's significance.
1.28 Analyze ways businesses increase profit.
1.29 Defend businesses' need to make a profit.
1.210 Identify types of economic risks.
1.211 Compare pure and speculative economic risks.
1.212 Analyze ways businesses minimize risk.
1.213 Identify direct and indirect, price and non-price competition.
1.214 Delineate businesses' market structures.
Course 1_______________________ Course 2_______________________ Michigan Career Pathway

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Course 3_______________________ Course 4_______________________ Business/Management/Marketing and Technology
1.215 Recognize effects of competition on businesses, consumers, and society.
1.216 Endorse effects of competition on businesses, consumers, and society.
1.3 Analyze business productivity to determine its effect on business success.
1.31 Identify effects of productivity.
1.32 Measure productivity.
1.33 Recognize factors enhancing productivity.
1.34 Identify factors hindering productivity.
1.35 Determine ways to increase productivity.
1.36 Delineate consequences of non-productivity.
1.37 Analyze impact of specialization/division of labor on productivity.
1.38 Determine involvement of resources in productivity.
1.4 Analyze cost/profit relationships to guide business decision-making.
1.41 Identify types of specialization.
1.42 Recognize advantages and disadvantages of specialization.
1.43 Overcome disadvantages of specialization overcome.
1.44 Recognize reasons unions formed.
1.45 Identify labor issues.
1.46 Delineate levels and types of union organization.
1.47 Analyze collective bargaining process.
1.48 Identify types of union and management negotiation strategies.
1.49 Recognize effects of unionism.
1.410 Identify stages of production.
1.411 Analyze impact of law of diminishing returns.
1.412 Determine relationships between total revenue, marginal revenue, output, and profit.
1.5 Identify economic trends/indicators to measure economic conditions.
1.51 Compare unemployment rate and employment conditions.
1.52 Recognize a nation's unemployment costs.
1.53 Determine inflation's causes.
1.54 Analyze inflation's economic impact.
1.55 Predict economic impact of interest-rate fluctuations.
1.56 Determine the relationship between inflation and Consumer Price Index.
1.57 Evaluate Gross Domestic Product's impact.
1.58 Determine impact of business cycles.
1.6 Ascertain international trade's impact to guide business decision-making.
1.61 Determine reasons for international trade.
1.62 Identify trade barriers.
1.63 Analyze economic effects of international trade.

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1.64 Recognize techniques to improve international trade.
1.65 Evaluate business subculture's impact on business behavior.
1.66 Investigate culture's influence.
1.7 Employ sociological knowledge to facilitate marketing activities.
1.71 Analyze and interpret complex societal issues, events, and problems.
1.72 Analyze researched information and statistics.
1.73 Reach reasoned conclusions.
1.74 Examine social beliefs, influences, and behavior.
1.75 Analyze group dynamics.
1.76 Assess human behavior.
1.8 Apply psychological knowledge to facilitate marketing activities.
1.81 Recognize factors influencing perception.
1.82 Identify sources of attitude formation.
1.83 Assess methods used to evaluate attitudes.
1.84 Identify basic social and cultural strata.
1.85 Determine behavioral effects of social and cultural strata.
1.86 Analyze effects of others on individual behavior.
1.87 Predict likelihood of conformity and obedience.
1.88 Determine significance of aggression.
1.89 Recognize factors affecting personality.
1.810 Evaluate the nature of change over a lifetime.
1.811 Identify sources of stress.
1.812 Detail reactions to stress.
1.813 Employ strategies for dealing with stress.
1.814 Investigate factors affecting motivation.
1.815 Analyze cues to basic drives/motives.
2 Solve mathematical problems to obtain information for decision making in marketing, sales and service.
2.1 Employ numbers and operations to understand and solve mathematical problems in marketing.
2.11 Recognize relationships among numbers.
2.12 Employ mathematical operations.
2.13 Perform computations successfully.
2.14 Predict reasonable estimations.
2.2 Apply algebraic skills to make business decisions.
2.21 Recognize patterns and mathematical relations.
2.22 Use algebraic symbols to represent, solve, and analyze mathematical problems.
2.23 Create mathematical models from real-life situations.
2.24 Represent changes in quantities mathematically.

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2.25 Determine rate of change mathematically.
2.26 Interpret graphical and numerical data.
2.3 Employ measurement skills to make business decisions.
2.31 Recognize measurable attributes of objects.
2.32 Take measurement correctly.
2.4 Perform data analysis to make business decisions.
2.41 Formulate questions effectively.
2.42 Collect relevant data.
2.43 Organize useful data.
2.44 Answer questions appropriately.
2.45 Employ appropriate statistical methods in data analysis.
2.46 Develop and evaluate inferences and predictions.
2.47 Apply basic concepts of probability.
2.5 Implement problem-solving techniques to evaluate the accuracy of mathematical responses.
2.51 Identify problem-solving techniques.
2.52 Apply a variety of problem-solving strategies.
2.53 Adjust problem-solving strategies, when needed.
3 Apply language arts skills to enhance business opportunities in marketing , sales and service.
3.1 Apply writing skills and strategies to communicate with targeted business audiences in marketing, sales, and
service.
3.11 Employ a variety of prewriting skills.
3.12 Implement a variety of drafting and revision strategies.
3.13 Use strategies to write to different audiences.
3.14 Write a variety of composition types.
3.2 Employ writing skills to create a specific tone and style of writing for marketing communications.
3.21 Use precise, descriptive language.
3.22 Organize information into logical progression of ideas.
3.23 Employ a variety of sentence structures and sentence lengths.
3.24 Use transitional devices.
3.25 Supply supporting detail.
3.26 Convey personal style and voice.
3.3 Apply grammatical and mechanical conventions to clarify written marketing communications.
3.31 Write complete sentences.
3.32 Employ parts of speech appropriately.
3.33 Use capitalization conventions properly.
3.34 Spell words correctly.
3.35 Employ correct punctuation.

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3.36 Use varied sentence structures.
3.4 Compile and use information to support writer's position or topic in marketing communications.
3.41 Use research methods appropriately.
3.42 Analyze a variety of sources.
3.43 Implement a variety of criteria to evaluate source's validity and reliability.
3.44 Synthesize information properly.
3.45 Reach correct conclusions.
3.5 Employ general reading skills and strategies to obtain information for use in marketing activities.
3.51 Determine the meaning of words from context.
3.52 Extend vocabulary.
3.53 Recognize techniques used to influence readers.
3.54 Identify factors influencing teacher's response to text.
3.6 Practice reading skills and strategies to understand and interpret information for use in marketing.
3.61 Apply criteria for evaluating text's accuracy.
3.62 Make connections between the reader's life and the text.
3.63 Identify writer's point of view correctly.
3.64 Extract relevant information.
3.65 Reach logical conclusions.
3.7 Speak and listen to acquire, provide, and understand marketing information.
3.71 Apply verbal and nonverbal strategies appropriately to the situation.
3.72 Ask relevant questions.
3.73 Provide legitimate responses.
3.74 Employ active-listening techniques.
3.75 Adjust wording and delivery of messages to audience.
3.76 Give oral presentations effectively.
3.77 Incorporate technology smoothly into presentations.
3.78 Defend ideas objectively.
4 3 2 1 N II COMMUNICATIONS
1 Use communication skills to facilitate information flow in marketing, sale and service.
1.1 Apply verbal skills to communicate effectively in marketing, sales and service.
1.11 Demonstrate effective listening skills.
1.12 Employ proper grammar and vocabulary.
1.13 Reinforce service orientation through communication.
1.14 Address other communicants professionally.
1.15 Perform telephone/cell phone calls professionally.
1.16 Use voice mail.

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1.17 Apply persuasion appropriately.
1.18 Make oral presentations when needed.
1.2 Write effectively to enhance marketing, sales and service communications.
1.21 Prepare and send written messages electronically.
1.22 Write informational messages.
1.23 Write inquiry messages.
1.24 Write persuasive messages.
1.25 Prepare simple written reports.
1.3 Communicate with staff to clarify workplace objectives.
1.31 Follow other's directions.
1.32 Provide directions for completing job assignments.
1.33 Read interdepartmental/company communications in a timely manner.
1.34 Conduct staff meetings effectively.
1.4 Communicate with customers to enhance company image.
1.41 Demonstrate customer-service mindset.
1.42 Process customer inquiries.
1.43 Adapt communication to the cultural and social differences among clients.
1.44 Respond to client's communication according to company policy.
1.45 Handle interruptions professionally when working with clients.
1.46 Respond to client's special requests.
4 3 2 1 N III PROBLEM SOLVING AND CRITICAL THINKING

1 Apply problem-solving and critical thinking skills to help grow the business and/or to resolve workplace conflict.
1.1 Deal with conflict to minimize disruptions in the workplace.
1.11 Show empathy.
1.12 Exert appropriate assertiveness.
1.13 Demonstrate problem-solving skills.
1.14 Apply negotiation skills.
1.15 Interpret business policies to customer/clients.
1.16 Resolve customer complaints.
1.17 Handle situations when the customer is at fault.
1.18 Adjust to change.
1.19 Adjust work practices to respond to client needs.
1.110 Make personal and service adjustments that balance organizational goals and needs with those of clients.
1.111 Explain the nature of organizational change.
1.112 Minimize organizational conflict.
1.113 Apply stress-management techniques.

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1.2 Employ skills to promote self-development.
1.21 Use feedback for personal growth.
1.22 Implement decision-making skills.
1.23 Set personal goals that further company goals.
1.24 Apply time-management principles.
1.3 Acquire organizational knowledge to solidify commitment to business.
1.31 Explain company mission and/or vision.
1.32 Describe company's goals, objectives, rewards, and incentives.
1.33 Identify options for employees to contribute to process and/or product improvement.
1.34 Describe measures used to determine success of process changes on service improvement.
4 3 2 1 N IV INFORMATION TECHNOLOGY APPLICATIONS

1 Apply technological tools in marketing, sales and service to expedite work flow.
1.1 Use e-mail functions to expedite work.
1.11 Identify components of e-mail messages.
1.12 Write and send e-mail messages.
1.13 Employ e-mail etiquette.
1.14 Answer e-mail message promptly.
1.15 Forward e-mail messages.
1.16 Add signature file.
1.17 Append attachments.
1.18 Designate message priority.
1.19 Manage address book.
1.110 Set up distribution list.
1.111 Sort mail.
1.112 Search for and locate messages.
1.113 Apply e-mail shortcuts.
1.114 Implement auto-responder.
1.115 Post messages on a listserv.
1.116 Create and use e-mail folders to compile related messages.
1.2 Employ web search skills to obtain information.
1.21 Identify components of a URL.
1.22 Explain importance of search engines in locating information.
1.23 Use search engines and directories.
1.24 Implement search techniques.
1.25 Locate specified topics on the Web.
1.26 Access specified topics through web-page links.

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1.27 Download web-page information to a disk.
1.3 Demonstrate word-processing skills to prepare text documents.
1.31 Identify word-processing capabilities.
1.32 Enter and store text.
1.33 Search for, find, and replace text in a document.
1.34 Retrieve, edit, and print documents.
1.35 Employ cut and paste functions.
1.36 Create text document containing columns
1.37 Insert graph into document.
1.4 Demonstrate presentation software skills to prepare visual support of presentations.
1.41 Identify capabilities of presentation software programs.
1.42 Determine characteristics of effective presentation software documents.
1.43 Enter and store text in a presentation software document.
1.44 Import graphics into a presentation software document.
1.45 Develop builds and transitions for screens in a presentation software document.
1.46 Retrieve and edit presentation software screens.
1.47 Add/Delete screens in a presentation software document.
1.5 Employ database skills to store, search, analyze, and retrieve information.
1.51 Identify capabilities of database software.
1.52 Create database structure.
1.53 Enter and save data in a database software document.
1.54 Retrieve and modify data in a database software document.
1.55 Delete database records.
1.56 Sort data in a database given predetermined criteria.
1.57 Create chart or graph using database file.
1.58 Print labels from database.
1.59 Print database list/report.
1.6 Apply spreadsheet skills to expedite mathematical calculations and to display that data in meaningful ways.
1.61 Identify components of spreadsheets.
1.62 Explain capabilities of spreadsheet software.
1.63 Format spreadsheets.
1.64 Enter and store data in a spreadsheet software file.
1.65 Retrieve, edit, and print data in a spreadsheet file.
1.66 Create charts and graphs using spreadsheet data.
1.7 Create and post basic web page to demonstrate a web presence.
1.71 Identify basic structure of web page.
1.72 Recognize limitations associated with web-page creation.

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1.73 Analyze importance of tags in structuring web pages.
1.74 Identify naming conventions for web files.
1.75 Name and save web files.
1.76 Recognize information in HTML documents that will be ignored by browsers.
1.77 Set up HTML documents.
1.78 Format text of a web page.
1.79 Specify considerations in selecting graphics format.
1.710 Add graphic elements to a web page.
1.711 Add attributes to a tag on a web page.
1.712 Create hypertext links in a web page.
1.713 Display document within a web browser.
1.714 Upload web page the Web.
4 3 2 1 N V SYSTEMS
1 Implement, modify, and improve business and marketing systems to facilitate business activities.
1.1 Determine a business's social responsibilities to understand how business can enhance public relations.
1.11 Identify types of social responsibility.
1.12 Specify importance of exhibiting social responsibility.
1.13 Designate individuals, groups, or agencies to which businesses are socially responsible.
1.14 Identify ways for businesses to demonstrate their social responsibility.
1.2 Determine the relationship between government and business to ascertain government's role in a market.
1.21 Analyze government's involvement in business.
1.22 Determine ways that government regulates business.
1.23 Analyze impact of government regulation on business.
1.24 Determine impact of global economy on marketing activities.
1.3 Analyze marketing to identify its role in a global economy.
1.31 Designate extent to which a business implements the marketing concept.
1.32 Recognize ways marketing affects consumers and business.
1.33 Determine impact of global economy on marketing activities.
1.4 Appraise the marketing functions system to determine its role in business.
1.41 Explain the purposes of each marketing function.
1.42 Describe the importance of each function to marketing.
1.43 Analyze the interrelationships among the marketing functions.
1.5 Evaluate a business's purchasing system to determine its role in business.
1.51 Identify purchasing activities.
1.52 Recognize importance of purchasing in business operations.
1.53 Analyze process for purchasing materials, equipment, and supplies for business operations.

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1.6 Analyze a business's production system to determine its importance in business.
1.61 Identify inputs used by businesses for production.
1.62 Differentiate between tangible and intangible outputs.
1.63 Recognize importance of production in business operations.
1.64 Identify production activities and their purposes.
1.65 Investigate goals of production activities.
1.7 Analyze accounting systems to examine their contribution to the fiscal stability of businesses.
1.71 Identify purposes of accounting.
1.72 Designate requirements that the accounting system should fulfill.
1.73 Differentiate between cash and accrual accounting.
1.74 Analyze steps in the accounting process.
1.8 Determine the role of management to understand how managers staff, organize, direct, control, and plan
business activities.
1.81 Categorize resources managed by business.
1.82 Identify levels of management.
1.83 Recognize the role of managers.
1.84 Identify management functions and their purposes.
1.9 Evaluate quality systems to determine their effectiveness.
1.91 Identify the effects of improved quality.
1.92 Recognize the impact of a global economy on quality standards.
1.93 Value the importance of having a customer focus.
1.94 Analyze the continuous quality improvement process.
1.95 Implement quality management tools and techniques.
1.96 Apply continuous improvement strategies.
1.97 Evaluate projects.
1.10 Assess human-resource systems to determine their role in a business organization.
1.101 Identify components of human-resource system.
1.102 Determine the roles and responsibilities of human resource personnel.
1.103 Evaluate the goals of human-resource systems.
1.104 Ascertain the security of personnel information.
1.105 Examine the employee-selection process.
1.106 Establish and evaluate the staff-development process.
1.107 Scrutinize employee-benefits package.
1.11 Analyze data systems to improve their effectiveness.
1.111 Identify importance of data systems.
1.112 Designate components of a data system.
1.113 Determine effectiveness of data flow/manipulation.

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1.114 Detail roles and responsibilities of data-systems' personnel.
1.115 Analyze data-storage security.
1.12 Evaluate administrative-support systems to improve their effectiveness.
1.121 Determine role and responsibilities of employees in administrative-support systems.
1.122 Establish standards of performance for administrative-support personnel.
1.123 Institute procedures for work flow.
1.124 Measure productivity of administrative-support personnel.
1.125 Activate corrective measures in administrative-support system.
1.13 Evaluate finance systems to enhance their impact on business.
1.131 Identify importance of finance systems.
1.132 Determine finance activities.
1.133 Select cash-flow streams.
1.134 Interpret cash-flow statements.
1.135 Analyze cash-flow patterns.
1.136 Use financial statements ( i.e., balance sheets and profit-and-loss statements) for decision making.
1.137 Calculate financial ratios.
1.138 Develop operating budgets.
1.139 Use operating budgets to control operations.
1.1310 Analyze operating results in relation to budget/industry.
1.1311 Apply investment criteria.
1.1312 Analyze financial equity.
1.1313 Scrutinize financial-reporting activities.
1.14 Evaluate types of business ownership to determine the systems used for structuring business organizations.
1.141 Identify advantages/disadvantages of each type of business ownership (i. e, sole proprietorship, partnership, and
corporation).
1.142 Recognize reasons for choosing to form each type of business ownership.
1.143 Describe types of partnerships arrangements.
1.144 Explain the process for forming a corporation.
1.145 Identify types of corporations.
1.146 Discuss ways in which corporations grow (i.e., merger, consolidation, and expansion).
1.147 Determine the role of franchises.
1.148 Explain factors affecting the choice of ownership form.
4 3 2 1 N VI SAFETY, HEALTH AND ENVIRONMENT

1 Implement safety, health, and environmental controls to enhance productivity in marketing, sales and service.
1.1 Acquire knowledge of federal and state health and safety regulations to support a safe working environment
in marketing, sales and service.

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1.11 Identify applicable regulations.
1.12 Recognize penalties for noncompliance with the regulations.
1.13 Describe procedures for reporting noncompliance with regulations.
1.2 Analyze security issues to minimize loss in marketing, sales and service.
1.21 Identify causes of business risk.
1.22 Take routine security precautions.
1.23 Address client concerns about workplace security.
1.3 Evaluate safety issues to minimize loss in marketing, sales and service.
1.31 Follow safety precautions.
1.32 Maintain a safe environment.
1.33 Handle accidents in the workplace appropriately.
1.34 Adhere to procedures for handling and reporting unexpected health issues, violent and threatening behavior, and other
emergency situations.
1.35 Follow regulations for use of equipment, tools, or machinery.
1.36 Adhere to policies regarding maintenance of equipment, tools, and machinery.
1.37 Report unsafe or defective equipment, tools, or machinery.
1.38 Operate company's equipment safely.
1.39 Apply appropriate technology to specific tasks.
4 3 2 1 N VII LEADERSHIP AND TEAMWORK

1 Employ leadership and teamwork skills to facilitate work flow in marketing, sales and service.
1.1 Enhance group working relationships to improve the work environment in marketing, sales and service.
1.11 Foster positive working relationships.
1.12 Participate as a team member.
1.13 Adhere to company policies.
1.14 Motivate self.
1.2 Organize work efforts and staff to enhance work flow in marketing, sales and service.
1.21 Document and maintain records in accordance with operational policies.
1.22 Develop project plans.
1.23 Plan and organize work efforts of staff.
1.24 Schedule employees.
1.25 Delegate responsibilities for job assignments.
1.26 Establish standards for job performance.
1.3 Staff business operation to expedite work efforts.
1.31 Determine hiring needs.
1.32 Recruit new employees.
1.33 Select new employees.

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1.34 Conduct exit interviews.
1.35 Dismiss/Fire employees, as needed.
1.36 Maintain personnel records.
1.4 Lead staff to achieve company goals.
1.41 Orient new employees.
1.42 Conduct training class/programs.
1.43 Employ techniques to build employee morale.
1.44 Implement techniques to motivate staff.
1.45 Provide feedback about work efforts.
1.46 Encourage team building.
1.47 Resolve employee complaints and grievances.
1.48 Assess employee morale.
1.49 Assess employee performance.
1.410 Take remedial action with staff.
1.5 Maintain fiscal control of business operations to limit expenses.
1.51 Identify overhead/operating expenses.
1.52 Control business expenses.
1.53 Control use of supplies.
4 3 2 1 N VIII ETHICS AND LEGAL RESPONSIBILITY

1 Exhibit ethical behavior in marketing, sales and service to create goodwill and trust.
1.1 Employ ethical communications to acquire other's confidence.
1.11 Respect the privacy of others.
1.12 Protect confidential information.
1.13 Determine information appropriate to obtain from a client or another employee.
1.14 Demonstrate honesty and integrity.
1.2 Take ethical actions to inspire others' trust in marketing, sales and service.
1.21 Recognize personal biases and stereotypes.
1.22 Treat others fairly at work.
1.23 Exhibit cultural sensitivity.
1.24 Employ ethical work habits.
1.3 Adhere to regulations and organizational ethics to foster trust.
1.31 Identify organizational ethics and integrity standards.
1.32 Recognize organizational and legal consequences of aiding of participating in illegal or inappropriate behavior.
1.33 Uphold legally binding contracts.
1.34 Adhere to personnel regulations.
1.35 Enforce trade regulations.

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4 3 2 1 N IX EMPLOYABILITY AND CAREER DEVELOPMENT

1 Implement employability and career-development skills to obtain and progress in marketing, sales and service careers.
1.1 Plan career to enhance potential for job success in marketing, sales and service.
1.11 Determine employer expectations.
1.12 Analyze career information.
1.13 Select career interest.
1.2 Implement job-seeking skills to obtain employment in marketing, sales and service.
1.21 Apply job-search strategies.
1.22 Prepare resume.
1.23 Write letter of application.
1.24 Complete job-application form.
1.25 Implement job-interview strategies.
1.26 Write follow-up letter to employer.
1.3 Participate in activities to enhance career success in marketing, sales and service.
1.31 Assess personal interests and skills needed for career success.
1.32 Identify skills needed to enhance career progression.
1.33 Analyze resources that can contribute to professional development.
1.34 Identify company sources containing information about company policies, procedures, and special events.
1.35 Implement networking strategies.
1.4 Employ personal skills to succeed in marketing, sales and service.
1.41 Exhibit positive attitude.
1.42 Display interest and enthusiasm.
1.43 Demonstrate orderly and systematic behavior.
1.44 Take initiative at work.
1.45 Exhibit responsible behavior.
1.46 Show self-control.
1.47 Maintain appropriate personal appearance.
1.48 Demonstrate appropriate creativity.
4 3 2 1 N X TECHNICAL SKILLS
1 Employ technical skills to understand and perform marketing, sales and service activities.
1.1 Apply knowledge of fundamental business concepts to purchase equipment/materials/supplies for business
operations.
1.11 Explain company buying/purchasing policies.
1.12 Describe the buying/purchasing process.
1.13 Recognize the connection between buyer reputation and vendor relationship.

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1.14 Conduct vendor search.
1.2 Acquire knowledge of financial records to understand a business' financial position.
1.21 Calculate net sales.
1.22 Research the need for cash flow statements.
1.23 Explain the purposes of balance sheets.
1.24 Describe the importance of profit-and-loss statements.
1.3 Acquire knowledge of management tools to understand methods used to control business operations.
1.31 Explain the use of business records.
1.32 Discuss the use of budgets.
1.33 Describe the crucial elements of quality culture.
1.4 Identify current business trends to recognize changes needed in business operations.
1.41 Describe the impact of current business trends on business.
1.42 Explain the importance to business of identifying current business trends.
1.5 Utilize distribution knowledge and skill to manage supply-chain activities.
1.51 Identify channels of distribution.
1.52 Recognize technology usage in distribution.
1.53 Ascertain legal and ethical considerations in distribution.
1.54 Discern receiving processes.
1.55 Recognize storing/warehousing role.
1.56 Analyze relationship between customer service and distribution.
1.57 Prepare invoices.
1.58 Use an information system for order fulfillment.
1.59 Identify advantages/disadvantages of shipping processes.
1.510 Coordinate distribution and other marketing activities.
1.511 Investigate channel-member relationships.
1.6 Employ financial knowledge and skill to make business decisions.
1.61 Recognize role of financing in marketing.
1.62 Explore technology usage in financing.
1.63 Identify credit's purpose and importance.
1.7 Gather, access, synthesize, evaluate, and disseminate marketing-information to make business decisions.
1.71 Determine the need for marketing information.
1.72 Describe marketing-information management.
1.73 Recognize the need for ethics in marketing-information management.
1.74 Investigate technology usage in marketing-information management.
1.75 Identify information monitored for marketing decision making.
1.76 Recognize secondary-data sources.
1.77 Search Internet for marketing information.

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1.78 Monitor internal records for marketing information.
1.79 Collect marketing information from others (e.g., customers, vendors, and staff).
1.710 Conduct environmental scan.
1.711 Describe marketing research.
1.712 Identify marketing-information processing techniques.
1.713 Evaluate database usage in marketing-information management.
1.714 Design database.
1.715 Apply databases to information analysis.
1.716 Interpret descriptive statistics.
1.717 Write marketing reports.
1.718 Present report findings and recommendations.
1.719 Describe marketing strategies.
1.720 Explain market and market segmentation.
1.721 Identify marketing plan components.
1.722 Use situational analysis in marketing planning.
1.723 Describe the nature of sales forecasts.
1.8 Utilize pricing strategies to maximize return and meet customer's perceptions of value.
1.81 Analyze the pricing functions.
1.82 Investigate pricing ethics.
1.83 Describe technology usage in pricing.
1.84 Explain legal considerations in pricing.
1.85 Recognize factors affecting pricing decisions.
1.86 Describe methods to determine pricing.
1.9 Obtain, develop, maintain, and improve a product/service mix to respond to market opportunities.
1.91 Describe the product/service management function.
1.92 Identify the impact of product life cycles on marketing decisions.
1.93 Determine technology usage in product/service management.
1.94 Recognize the need for ethics in product/service management.
1.95 Explain grades and standards usage in marketing.
1.96 Explain and carry out warranties and guarantees.
1.97 Discern consumer protection provided by government agencies.
1.98 Identify components for product mix.
1.99 Explain product bundling.
1.910 Describe factors used to position products/businesses.
1.911 Ascertain the nature of branding.
1.10 Utilize promotional knowledge and skill for communicating information to achieve a desired outcome.
1.101 Determine the communication process used in promotion.

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1.102 Identify roles and types of promotion.
1.103 Identify elements of the promotional mix.
1.104 Investigate ethics usage in promotion.
1.105 Determine technology usage in promotion.
1.106 Analyze promotional regulations.
1.107 Explain types of advertising media.
1.108 Identify advertisement's components.
1.109 Write targeted promotional messages.
1.1010 Describe direct advertising strategies.
1.1011 Explain database usage in advertising.
1.1012 Design web site.
1.1013 Calculate media costs.
1.1014 Write news releases.
1.1015 Explain the nature of promotional plans.
1.1016 Coordinate promotional-mix activities.
1.11 Utilize sales knowledge and skill to determine client needs and wants to respond through planned,
personalized communications.
1.111 Explain the sales function.
1.112 Describe the relationship between customer service and selling.
1.113 Identify clientele-building factors.
1.114 Describe sales policies.
1.115 Investigate sales ethics.
1.116 Explain technology usage in selling.
1.117 Identify sales regulations.
1.118 Obtain product knowledge.
1.119 Analyze the sales process.
1.1110 Implement sales support activities.
1.1111 Plan strategies to meet sale quotas.
SECTION # 2
MANAGEMENT AND ENTREPRENEURSHIP
4 3 2 1 N I CAREER DEVELOPMENT
1 Assess entrepreneurship/small-business management-career information to enhance opportunities for career success.
1.1 Analyze sales careers to determine careers of interest.
1.11 Describe entrepreneurship's/small business's impact on a market economy.
1.12 Identify career opportunities in small business ownership.
1.13 Ascertain educational requirements/backgrounds for entrepreneurs/small-business owners.

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1.14 Determine income ranges for entrepreneurs/small-business ownership.
1.15 Determine perquisites (perks) associated with entrepreneurs/small-business owners.
1.16 Identify the entrepreneurship's risks and rewards.
1.17 Describe the lifestyles of entrepreneurs/small-business owners.
1.18 Explain the personal characteristics associated with entrepreneurial success.
1.2 Compare individual's abilities, interests, and attitudes with those associated with entrepreneurial success
to determine the match between the two.
1.21 Analyze desired lifestyle and that associated with entrepreneurship.
1.22 Discern between desired benefits and those associated with entrepreneurship.
1.23 Contrast personal characteristics with those associated with entrepreneurial success.
1.24 Examine similarities and differences between personal educational goals and educational requirements for entrepreneurship.
4 3 2 1 N II BUSINESS ADMINISTRATION
1 Use staffing, organizing, leading, controlling, and planning to manage business activities.
1.1 Plan for organizational development and growth to facilitate business success.
1.11 Determine technical assistance needed by business owners.
1.12 Identify sources of assistance for entrepreneurs/small-business owners.
1.13 Develop company objectives.
1.14 Develop strategies to achieve company goals/objectives.
1.15 Describe the role of management in the achievement of quality.
1.16 Identify external factors that affect planning.
1.17 Identify assumptions for creating projected financial statements.
1.18 Develop a business plan.
1.2 Organize work efforts and staff to enhance work flow.
1.21 Develop organizational plan.
1.22 Develop job descriptions.
1.23 Establish personnel policies.
1.3 Staff the business operation to expedite work efforts.
1.31 Create orientation program.
1.32 Explain wage and benefit programs.
1.33 Develop compensation plan.
1.34 Maintain personnel records.
1.4 Plan and evaluate purchasing activities to minimize expenses.
1.41 Choose vendors.
1.42 Negotiate contracts with vendors.
1.43 Review performance of vendors.
1.5 Maintain fiscal control of business operations to limit expenses.

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1.51 Negotiate service and maintenance contracts.
1.52 Negotiate lease or purchase facility.
1.53 Develop company's budget.
1.54 Use budgets to control operations.
1.55 Develop expense-control plans.
1.56 Analyze cash-flow patterns.
1.57 Prepare cash-flow statements.
1.58 Calculate financial ratios.
1.59 Prepare balance sheets.
1.510 Prepare profit-and-loss statements.
1.511 Interpret financial statements.
1.512 Analyze operating results in relation to budget/industry.
1.513 Prepare financial statements for audit.
2 Implement business ethics, regulations, and safeguards to protect the business and to create trust.
2.1 Apply ethics and government regulations to protect the business.
2.11 Implement managerial ethics.
2.12 Apply trade regulations.
2.13 Analyze environmental regulations.
2.14 Comply with tax regulations.
2.15 Fulfill business's reporting requirements.
2.2 Create safety and security plans to minimize loss and to maximize return.
2.21 Identify speculative business risks.
2.22 Obtain insurance coverage.
2.23 Develop strategies to protect digital data.
2.24 Establish policies/procedures for preventing internal theft.
2.25 Develop policies/procedures for preventing vendor theft.
2.26 Develop procedures for preventing burglary.
2.27 Establish fire-prevention program.
2.28 Establish safety policies and procedures.
2.29 Explain risk management.
2.3 Resolve safety and security breaches to create safe working environment and to minimize loss.
2.31 Correct hazardous conditions.
2.32 Settle insurance claims.
4 3 2 1 N III COMMUNICATION AND INTERPERSONAL SKILLS

1 Implement communication and interpersonal skills to manage a business operation.
1.1 Communicate and apply interpersonal skills to manage a business.

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1.11 Prepare complex written reports.
1.12 Fulfill management's role in customer relations.
4 3 2 1 N IV MARKETING FUNCTIONS.
1 Manage marketing activities to facilitate business development and growth.
1.11 Interpret channel strategies.
1.12 Select channels of distribution.
1.13 Evaluate channel members.
1.21 Make critical decisions regarding acceptance of bank cards.
1.22 Explain the importance of business credit.
1.23 Identify risks associated with obtaining business credit.
1.24 Recognize sources of business financing.
1.25 Explain loan evaluation criteria used by lending institutions.
1.26 Determine financing needed for business operations.
1.27 Determine financing needed to start a business.
1.28 Complete loan application package.
1.3 Manage marketing-information to make business decisions.
1.31 Assess marketing-information needs.
1.32 Develop marketing-information management system.
1.33 Identify considerations in implementing international marketing strategies.
1.34 Select target market.
1.35 Conduct SWOT analysis for use in marketing planning process.
1.36 Forecast sales.
1.37 Develop marketing plan.
1.38 Identify measures used to control marketing planning.
1.39 Evaluate performance of marketing plan.
1.310 Conduct marketing audits.
1.41 Select approach for setting a base price (cost, demand, competition).
1.42 Determine cost of product (breakeven, ROI, markup).
1.43 Calculate break-even.
1.44 Identify strategies for pricing new products (for imitative new products, for innovative new products).
1.45 Select product-mix pricing strategies (product line, option-product, captive-product, by-product, product bundle).
1.46 Determine discounts and allowances that can be used to adjust base prices.
1.47 Use psychological pricing to adjust base prices.

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1.48 Select promotional pricing strategies used to adjust base prices.
1.49 Determine geographic pricing strategies to adjust base prices.
1.410 Identify segmented pricing strategies that can be used to adjust base prices.
1.411 Set prices.
1.412 Adjust prices to maximize profitability.
1.51 Plan product mix.
1.52 Determine services to provide customers.
1.53 Explain the role of customer service in positioning/image.
1.54 Analyze factors that contribute to business success.
1.55 Develop strategies to position product/business.
1.61 Conceptualize web-site design/components.
1.62 Select advertising media.
1.63 Buy advertisements.
1.64 Evaluate effectiveness of advertising.
1.65 Obtain publicity.
1.66 Analyze costs/benefits of company participation in community activities.
1.67 Develop a public relations plan.
1.68 Design frequency marketing program.
1.69 Analyze use of specialty catalogs.
1.610 Develop a sales-promotion plan.
1.611 Use past advertisements to aid in promotional planning.
1.612 Prepare promotional budget.
1.613 Manage promotional allowances.
1.614 Explain the use of advertising agencies.
1.615 Develop an advertising campaign.
1.616 Develop promotional plan for business.
1.7 Manage the sales function to determine client needs and wants to respond through planned, personalized
communication.
1.71 Analyze technology for use in the sales function.
SECTION # 3
PROFESSIONAL SALES AND MARKETING
1 Assess sales-career information to enhance opportunities for career success.
1.1 Analyze sales careers to determine careers of interest.

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1.11 Describe selling's impact on a market economy.
1.12 Identify career opportunities in selling.
1.13 Ascertain educational requirements for sales careers.
1.14 Determine income ranges associated with sales careers.
1.15 Assess working conditions associated with sales careers.
1.16 Determine perquisites (perks) associated with sales careers.
1.17 Describe the lifestyles of salespeople.
1.18 Identify opportunities for advancement in sales careers.
1.19 Explain the personal characteristics associated with sales success.
1.2 Compare individual's abilities, interests, and attitudes with those associated with sales success to determine
the match between the two.
1.21 Analyze desired lifestyle and that associated with sales careers.
1.22 Discern between desired benefits and those associated with sales careers.
1.23 Contrast personal characteristics with those associated with sales success.
1.24 Examine similarities and differences between personal educational goals and educational requirements for sales careers.
4 3 2 1 N II SELLING PROCESS AND TECHNIQUES

1 Employ processes and techniques to sell good/services/ideas.
1.1 Acquire product knowledge needed to perform professional selling.
1.11 Synthesize information accompanying product.
1.12 Read promotional literature from manufacturers/service providers.
1.13 Obtain product information available on the Web.
1.14 Identify geographic area in which company provides products*
1.15 Recognize company's product lines.
1.16 Identify ways that customers will use products.
1.17 Determine ways products will perform in different circumstances.
1.18 Master techniques to access additional information or training efficiently.
1.19 Determine sources of and information about competitors' products.
1.110 Compare product with those of competitors.
1.111 Identify product promotions or sales.
1.112 Determine product benefits.
1.2 Prospect to maintain or increase client numbers in professional selling.
1.21 Select prospecting techniques.
1.22 Construct prospect list.
1.23 Qualify leads.
1.24 Maintain prospect list.
1.25 Demonstrate prospecting procedures.

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1.3 Complete preparation needed to make a sales presentation.
1.31 Identify needed sales preparation.
1.32 Write sales letters.
1.33 Obtain/Create sales aids.
1.34 Organize sales talk and materials.
1.4 Establish initial relationship with clients to sell goods/services/ideas.
1.41 Analyze client information.
1.42 Choose techniques to establish client relationships.
1.43 Implement sales openings.
1.44 Identify client's personality.
1.45 Establish relationships with different types of clients.
1.46 Maintain courteous, professional treatment throughout interaction.
1.5 Determine client needs/wants to increase the likelihood of making immediate and repeat sales.
1.51 Questions clients to obtain information useful in satisfying their needs.
1.52 Identify client's buying motives as emotional, rational, or patronage.
1.53 Ascertain extent of client's purchase decisions making.
1.54 Use probing techniques to obtain client information.
1.55 Assess client's needs.
1.6 Employ recommendation processes and techniques to educate client and to sell goods/services/ideas.
1.61 Base product recommendations on client buying motives and needs.
1.62 Recommend product substitutions, when appropriate.
1.63 Select product to demonstrate.
1.64 Demonstrate product.
1.65 Implement feature-benefit selling.
1.66 Demonstrate cost/benefits/value to client.
1.67 Communicate product improvements to client, when appropriate.
1.68 Provide accurate pricing information.
1.7 Convert objections into benefits to continue sales process.
1.71 Compare objections and excuses.
1.72 Recognize the importance of converting client objections into benefits.
1.73 Provide rationale for product prices and about comparative advantages/disadvantages of differently priced offerings, when
appropriate.
1.74 Generate alternative solutions to client's expectations.
1.75 Use techniques to convert client objections into benefits.
1.8 Close sales to conclude sales process.
1.81 Make accurate judgments as to whether a client is ready to complete sale.
1.82 Evaluate verbal signals and body language to judge client's intentions.

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1.83 Use sales close appropriate to situation.
1.84 Recommend additional products, as appropriate.
1.85 Determine inventory availability.
1.86 Negotiate sales agreement.
1.87 Calculate client's charges.
1.88 Process paperwork associated with sales.
1.89 Provide clients with information, including accurate order numbers and properly completed paperwork, to enable them to
check on status of delivery.
1.810 Explain customer-service policies when closing sales.
1.811 Process/Accept client's payment.
1.812 Take equipment shortcuts to expedite transactions.
1.9 Develop and implement a sales follow-up plan to enhance client satisfaction and build sales.
1.91 Identify types of follow-up activities.
1.92 Determine occasions to follow up sales activities.
1.93 Contact client in timely fashion.
1.94 Use appropriate follow-up activities that conform to company policies for sales situations.
1.95 Communicate accurate information about product delivery, when appropriate.
1.96 Take corrective measures, when needed.
1.97 Resolve complaints.
1.98 Maintain ongoing support and communication with client.
1.99 Obtain feedback from clients.
1.910 Treat customer courteously throughout follow-up.
1.911 Provide suggestions for future purchases, including information on products that complement past purchases as well as
information on new products.
1.912 Educate client as to changes in standard procedure.
1.913 Train client's personnel, when needed.
1.914 Expand collaborative involvement between companies.
1.915 Meet client's customer-service expectations.
4 3 2 1 N III SALES MANAGEMENT

1 Use staffing, organizing, leading, controlling, and planning to manage sales activities.
1.1 Staff sales force to meet company needs.
1.11 Determine sales-force size.
1.12 Establish structure of sales organization.
1.13 Develop profile of desired salespeople.
1.14 Select sales staff.
1.2 Organize sales-force and its activities to maximize effectiveness.

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1.21 Design sales territories.
1.22 Assign staff to sales territories.
1.23 Set up system for covering sales territories.
1.24 Establish sales-call reporting activities.
1.25 Design sales-force compensation plans and rewards.
1.3 Lead sales force to improve staff's sales abilities.
1.31 Design sales-training program.
1.32 Train sales force.
1.33 Motivate sales teams.
1.34 Conduct sales meetings.
1.35 Coordinate efforts of multifunctional teams.
1.4 Control sales staff and activities to maximize sales.
1.41 Prepare sales quotas.
1.42 Prepare sales-territory analysis.
1.43 Establish prospecting standards.
1.44 Monitor ethical and legal conduct of sales force.
1.45 Justify accounts through territory screening.
1.46 Review and evaluate group sales performance, according to company policies and procedures for measuring and tracking
sales goals.
1.47 Review and evaluate individual sales performance, according to company policies and procedures for measuring and tracking
sales goals.
1.5 Control sales staff and activities to minimize expenses.
1.51 Develop expense-control plan for sales force.
1.52 Analyze sales force's use of time.
1.53 Monitor sales budgets.
1.6 Plan sales activities and strategies to guide sales force.
1.61 Develop sales strategy.
1.62 Implement sales tactics.
1.63 Prepare sales budget.
4 3 2 1 N IV MARKETING-INFORMATION MANAGEMENT
1 Monitor marketing information to enhance sales opportunities.
1.1 Predict sales to guide business activities.
1.11 Estimate market and sales potentials.
1.12 Project sales forecasts realistically.
SECTION # 4

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BUYING AND MERCHANDISING
1 Assess buying and merchandising-career information to enhance opportunities for career success.
1.1 Analyze buying and merchandising careers to determine careers of interest.
1.11 Identify career opportunities in buying and merchandising.
1.12 Investigate the role and responsibilities of retail buyers and merchandisers.
1.13 Recognize factors that affect the scope of buyer's/merchandisers' responsibilities.
1.14 Compare and contrast buying for a single store with buying and merchandising careers.
1.15 Ascertain educational requirements for buying and merchandising careers.
1.16 Determine income ranges associated with buying and merchandising careers.
1.17 Assess working conditions associated with buying and merchandising careers.
1.18 Describe perquisites (perks) associated with buying and merchandising careers.
1.19 Describe the lifestyles of buyers and merchandisers.
1.110 Identify career paths in buying and merchandising careers.
1.111 Explain the personal characteristics associated with buying and merchandising success.
1.2 Compare individual's abilities, interests, and attitudes with those associated with buying and merchandising
success to determine the match between the two.
1.21 Analyze desired lifestyle and that associated with buying and merchandising careers.
1.22 Discern between desired benefits and those associated with buying and merchandising careers.
1.23 Contrast personal characteristics with those associated with buying and merchandising careers.
1.24 Examine similarities and differences between personal educational goals and educational requirements for buying and
merchandising careers.
4 3 2 1 N II COMMUNICATION AD INTERPERSONAL SKILLS

1 Employ communication and interpersonal skills to facilitate interactions with others.
1.1 Communicate and apply interpersonal skills to manage buying and merchandising and to provide customer
assistance.
1.11 Give directions to other locations.
1.12 Verify customer's identification when providing age-restricted products.
4 3 2 1 N III BUSINESS ADMINISTRATION

1 Acquire foundational knowledge of retailing to understand its scope and impact on the economy.
1.1 Investigate the retail industry
1.11 Identify reasons for changes occurring in retailing.

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1.12 Determine classifications of retailers.
1.13 Ascertain advantages/disadvantages associated with each classification of retailer.
1.14 Identify types of non-store retailers.
1.15 Explain the growth of non-store retailing.
1.16 Describe the evolution of retail competition.
1.17 Analyze the impact of technology on retailing.
1.18 Recognize the effects of international trade on buying and merchandising.
1.19 Identify issues and trends in retailing.
1.2 Compare and contrast in-store merchandising with online merchandising to determine their similarities and
differences.
1.21 Distinguish between merchandising and marketing.
1.22 Ascertain the importance of merchandising to retailers and to e-mailers.
1.23 Distinguish between merchandising for brick-to-mortar retailers and for online retailers.
1.24 Identify merchandising activities.
1.3 Place orders/reorders to maintain appropriate levels of materials/equipment/supplies.
1.31 Identify factors to consider when placing orders/reorders.
1.32 Describe the use of smart cards in placing orders/reorders.
1.33 Calculate amount of order/reorder.
1.34 Write purchase orders.
1.41 Analyze the use of central buying.
1.43 Negotiate terms with vendors.
1.44 Follow up orders.
1.45 Evaluate performance of vendors.
2 Implement business ethics, regulations, and safeguards to protect the business and the create trust.
2.1 Apply ethics and government regulations to protect a retail business.
2.13 Analyze environmental regulations.
2.14 Comply with tax regulations.
2.15 Fulfill business's reporting requirements.
2.16 Record and report sales tax, when appropriate.
2.2 Plan and implement security measures to minimize loss and to create trust..
2.21 Identify policies and procedures for handling shoplifters.
2.22 Implement procedures for reducing bad-check losses.

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2.25 Recognize procedures for handling robbery situations.
2.26 Open/close business facility.
2.27 Develop procedures for safeguarding cash.
2.28 Complete bank deposits/records.
2.29 Select security systems for the business.
2.210 Conduct risk assessment.
2.3 Implement measures to maintain a safe working environment.
2.31 Clean service and work areas.
3 Use leading, controlling, and planning to manage buying and merchandising activities.
3.1 Lead store/department staff to improve their job performance.
3.12 Coordinate activities with other departments/stores.
3.13 Recognize management's role in the achievement of quality.
3.14 Update staff on business and economic trends.
3.2 Maintain fiscal control of retail operations to minimize expenses and maximize profit.
3.3 Plan and implement activities and strategies to guide staff.
3.31 Identify factors that affect planning.
3.33 Implement tactics to accomplish strategies.
4 3 2 1 N IV MARKETING FUNCTIONS
1 Manage marketing activities to facilitate business's development and growth.
1.1 Utilize distribution knowledge and skill to manage supply chain activates.
1.11 Explain distribution issues and trends.
1.12 Process incoming merchandise.
1.13 Resolve problems with incoming shipments.
1.14 Process returned/damaged product.
1.15 Establish receiving schedules.
1.16 Select bar-code system.
1.17 Route stock to sales floor.
1.18 Store merchandise.
1.19 Select appropriate storage equipment.
1.110 Plan storage space.
1.111 Fulfill orders.
1.112 Select best shipping method.

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1.113 Analyze shipping needs.
1.114 Analyze capabilities of electronic business systems to facilitate order fulfillment.
1.115 Assess order fulfillment processes.
1.116 Maintain inventory levels.
1.117 Complete inventory counts.
1.118 Plan/organize inventory counts.
1.119 Monitor merchandise classification system.
1.120 Describe inventory control systems.
1.121 Identify types of unit inventory-control systems.
1.122 Determine inventory shrinkage.
1.123 Maintain inventory-control systems.
1.124 Develop inventory-control systems.
1.125 Implement category management process.
1.126 Develop collaborative relationships with channel members.
1.129 Establish system for processing dead/excess merchandise.
1.130 Value inventory (LIFO, FIFO).
1.131 Evaluate inventory (stock turnover, gross margin, return on inventory, open to buy, etc.).
1.2 Employ financial knowledge and skill to make retail decisions.
1.21 Make critical decisions regarding acceptance of bank cards.
1.22 Select strategies for electronic payment.
1.23 Identify legal considerations for granting credit.
1.24 Recognize factors affecting the extension of credit.
1.25 Determine creditworthiness of customers/clients.
1.26 Collect payments.
1.27 Close credit accounts.
1.28 Establish collection procedures.
1.3 Manage marketing-information to make retail decisions.
1.31 Identify information helpful to retailers in planning.
1.32 Identify data available through online tracking methods.
1.34 Assess trading area.
1.35 Identify factors to consider when selecting a store site.

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1.36 Conduct a location feasibility study.
1.37 Investigate competitor's environments, activities, and product offerings.
1.38 Identify trends.
1.311 Assess product categories using spreadsheets.
1.312 Predict patterns of demand.
1.314 Develop marketing plan.
1.4 Utilize pricing strategies to maximize return and meet customers' perceptions of value.
1.48 Select promotional pricing strategies to adjust base prices.
1.411 Set prices.
1.413 Evaluate pricing decisions.
1.51 Plan product mix.
1.53 Recognize the role of customer service in positioning/image.
1.54 Establish merchandise standards.
1.56 Determine the feasibility of having a web presence.
1.57 Explain environmental factors conducive to customer satisfaction.
1.58 Determine space requirements and allocation.
1.59 Design store's layout.
1.510 Create desired atmosphere.
1.511 Explain the nature of merchandise plans (budgets).
1.512 Plan stock.

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1.513 Plan reductions.
1.514 Plan purchases.
1.515 Determine what to buy.
1.516 Determine quantities to buy.
1.517 Determine when to buy.
1.518 Plan gross margin.
1.519 Prepare merchandise plan (budget).
1.520 Select resident buying office.
1.521 Compare and contrast buying from domestic sources with that of foreign sources.
1.523 Determine final cost of purchases from domestic and international sources.
1.524 Plan and make market trips.
1.61 Prepare request for advertising.
1.65 Plan special events.
1.66 Prepare store/department for special event.
1.67 Investigate the use of visual merchandising in retailing.
1.68 Identify types of display arrangements.
1.69 Maintain displays.
1.610 Dismantle/store displays/display fixtures/forms.
1.611 Create promotional signs.
1.612 Select and use display fixtures/forms.
1.613 Set up point-of-sale displays and handouts.
1.614 Create displays.
1.615 Inspect/approve displays.
1.616 Plan/schedule displays/themes with management.
1.617 Plan visual merchandising activities.
1.618 Develop promotional campaign.
1.620 Manage promotional allowances.
1.7 Manage the sales function to determine client needs and wants and to respond through planned, personalized
communication.
1.71 Acquire product information for use in selling.
1.72 Analyze product information to identify product features and benefits.
1.73 Facilitate retail sales.

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1.74 Recognize the use of brand names in selling.
1.75 Establish relationship with customer.
1.76 Address needs of individual personalities.
1.77 Determine customer needs.
1.78 Identify customer's buying motives for use in selling.
1.79 Facilitate customer buying decisions.
1.710 Assess customer needs.
1.711 Recommend specific product.
1.712 Demonstrate product.
1.713 Prescribe solution to customer needs.
1.714 Convert customer objections into selling points.
1.715 Close the sale.
1.716 Demonstrate suggestion selling.
1.717 Plan follow-up strategies for use in selling.
1.718 Process cash and credit sales.
1.719 Accept checks from customers.
1.720 Prepare cash drawers/banks.
1.721 Open/close register/terminal.
1.722 Arrange delivery of purchases.
1.723 Pack and wrap purchases.
1.724 Process special orders.
1.725 Sell gift certificates.
1.726 Process telephone orders.
1.727 Process returns/exchanges.
1.728 Analyze and interpret sales reports.
SECTION # 5
MARKETING COMMUNICATIONS AND PROMOTION
4 3 2 1 N I PROFESSIONAL DEVELOPMENT
1 Assess marketing communication and promotion career information to enhance opportunities for career success.
1.1 Analyze marketing communication and promotion careers to determine careers of interest.
1.11 Identify career opportunities in marketing communication and promotion.
1.12 Investigate the role and responsibilities of marketing communication and promotion employees.
1.13 Recognize factors that affect the scope of responsibilities of marketing communication and promotion employees.
1.14 Ascertain educational requirements for marketing communication and promotion careers.
1.15 Determine income ranges associated with marketing communication and promotion careers.
1.16 Assess working conditions associated with marketing communication and promotion careers.

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1.17 Determine perquisites (perks) associated with marketing communication and promotion careers.
1.18 Describe the lifestyles of marketing communication and promotion employees.
1.19 Identify career paths in marketing communication and promotion careers.
1.110 Describe traits important to marketing communication and promotion success.
1.111 Assess the services provided by professional organizations in marketing communication and promotion.
1.2 Compare individual's abilities, interests and attitudes with those associated with marketing communication
and promotion success to determine the match between the two.
1.21 Analyze desired lifestyle and that associated with marketing communication and promotion careers.
1.22 Discern between desired benefits and those associated with marketing communication and promotion careers.
1.23 Contrast personal characteristics with those associated with marketing communication and promotion success.
1.24 Examine similarities and differences between personal educational goals and educational requirements for marketing
communication and promotion careers.
4 3 2 1 N II COMMUNICATION AND INTERPERSONAL SKILLS

1.1 Communicate with staff to clarify workplace objectives and maximize workflow.
1.11 Participate in meetings and problem-solving groups.
1.2 Communicate and apply interpersonal skills to manage marketing communication and promotion activities.
1.21 Apply ethics to online communication.
1.22 Employ communication and interpersonal skills to the culture and audience.
4 3 2 1 N III Business Administration

1 Acquire foundational knowledge of marketing communication & promotion to understand its scope & impact on business.
1.1 Investigate the marketing communication and promotion industry to understand its background.
1.11 Describe the advertising industry.
1.12 Identify types of advertising agencies.
1.13 Explain departmental divisions of advertising agencies.
1.14 Identify reasons for changes occurring in marketing communication and promotion.
1.15 Recognize types of marketing communication and promotion activities.
1.16 Identify factors affecting the development and growth of the advertising industry.
1.17 Explain the economic and social effects of advertising.
1.18 Analyze the impact of technology on marketing communication and promotion.
1.19 Recognize the effects of international trade on marketing communication and promotion.
1.110 Identify issues and trends in marketing communication and promotion.
1.111 Determine types of technology needed by agency/business.
1.112 Determine the impact of the Internet on marketing.

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1.113 Identify issues and trends in e-commerce.
1.24 Write purchase orders.
2 Apply technological tools in the workplace to expedite work flow and to prepare professional looking materials.
2.1 Demonstrate basic desktop publishing functions to prepare promotional materials.
2.11 Identify examples of desktop publishing programs.
2.12 Recognize the capabilities of desktop publishing programs.
2.13 Determine the benefits of using desktop publishing software.
2.14 Employ elements of design in desktop publishing (i.e., lines, shapes, mass, texture, and color).
2.15 Apply principles of design when using desktop publishing (i. e., balance, proximity, alignment, repetition, contrast, and
white space).
2.16 Identify considerations in selecting fonts/typefaces for use in documents.
2.17 Recognize the importance of desktop publishing planning.
2.18 Select grids to use in desktop publishing.
2.19 Scan images.
2.110 Wrap text around images.
2.111 Add color to document/image.
2.112 Employ repurposing tools.
2.113 Edit photographs.
2.114 Manipulate graphics to achieve desired image.
2.115 Arrange text and graphics on page.
2.116 Overlap graphics and text elements.
2.117 Add frame/box/border to a text document.
2.118 Prepare documents using desktop publishing program.
2.2 Integrate software applications to prepare professional looking materials.
2.21 Identify situations in which integration of software applications is appropriate.
2.22 Move and copy information between applications.
2.23 Embed information in applications.
2.24 Link objects between applications.
2.25 Prepare documents that require software applications integration.
2.3 Recognize tools used in web-site creation to understand their capabilities.
2.31 Recognize capabilities of web-site creation tools.
2.32 Explain typography used in web-site creation.
2.33 Identify graphics options for web-site creation.

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2.34 Describe navigation tools/requirements in web-site creation.
2.35 Determine features/benefits of shopping carts.
2.36 Explain reasons and considerations in using hyperlinks and buttons on web pages.
2.37 Recognize the use of drop down menus.
2.38 Describe the use of site templates to facilitate page creation.
2.39 Determine the purpose of text editors.
2.310 Identify software applications that can be used to create mock-ups of web pages.
2.311 Compare and contrast the capabilities of software applications in web-page creation.
3.1 Apply ethics and regulations to protect an agency/business.
3.12 Identify legal considerations in e-commerce.
3.2 Plan and implement security measures to minimize loss and to create trust.
3.21 Maintain data security.
3.22 Develop strategies to protect digital data.
3.23 Identify strategies for protecting business's web site.
3.24 Identify strategies for protecting online customer transactions.
4 Use organizing, leading, and planning to manage marketing communication and promotion activities.
4.12 Coordinate activities with other departments.
4.2 Lead staff to improve their job performance.
4.22 Mentor/coach staff members.
4 3 2 1 N IV MARKETING COMMUNICATION AND PROMOTION ACTIVITIES

1 Manage marketing communication and promotion activities to facilitate business's development and growth and to
contribute to customer satisfaction.
1.1 Acquire foundational knowledge of marketing communication and promotion activities to gain an
understanding of their nature and scope.
1.11 Explain the nature and scope of marketing communication and promotion in the advertising industry.
1.12 Identify factors affecting international marketing communication and promotion.
1.2 Advertise to communicate with targeted audiences.
1.21 Describe the use of color in advertisements.

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1.22 Develop advertising headlines.
1.23 Select illustrations for advertisements.
1.24 Determine copy strategies.
1.25 Select type style and font for advertisements.
1.26 Create advertising layouts.
1.27 Prepare advertisements.
1.28 Check advertising proofs.
1.29 Write direct-mail letters.
1.210 Compare and contrast online advertisements with traditional advertisements.
1.211 Explain e-mail marketing.
1.212 Write content to use on the Internet.
1.214 Execute targeted e-mails.
1.215 Select strategies for online advertising.
1.216 Develop direct advertising strategies.
1.217 Conceptualize web-site design/components.
1.218 Pre-test advertising.
1.219 Measure media audience.
1.220 Select advertising media.
1.221 Select placement of advertisements.
1.222 Buy advertising time/space
1.223 Schedule media.
1.224 Conduct advertising tracking studies.
1.3 Conduct publicity and public relations to create goodwill and to remind others about business activities.
1.32 Coordinate news releases.
1.34 Create interactive public relations.
1.35 Develop a public-relations plan.
1.4 Employ sales promotion activities to inform or remind others.
1.41 Recognize the use of slogans in sales promotion.
1.42 Create promotional signs.
1.43 Design company brochures.
1.44 Develop sales packets for clients.
1.45 Design catalogs.
1.46 Design frequency marketing program.

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1.47 Analyze use of specialty promotions.
1.48 Create online sales promotions.
1.49 Develop a sales-promotion plan.
1.5 Manage promotional activities and staff to expedite work, to coordinate activities, and to maximize the value
of marketing communication and promotion.
1.51 Select techniques for promotional web sites.
1.53 Select techniques to improve online response rates.
1.54 Predict and control promotional expenditures.
1.55 Prepare promotional budgets.
1.56 Employ a computerized promotional budget system.
1.57 Develop an advertising campaign.
1.58 Develop promotional plan for a business.
1.59 Incorporate e-commerce considerations into promotional plan.
1.510 Select strategies for delivering promotional materials to clients.
1.511 Determine effectiveness of promotional efforts.
4 3 2 1 N V Marketing Functions
1 Manage marketing activities to facilitate business development and growth.
1.12 Select channels of distribution.
1.21 Identify strategies for electronic payment.
1.25 Explain loan evaluation criteria used by lending institutions.
1.26 Determine financing needed for business operations.
1.27 Complete loan application package.
1.3 Manage marketing-information to make business decisions.
1.31 Recognize privacy issues in e-commerce.
1.33 Use web-site tracking methods for decision making.
1.34 Employ online marketing research tools/techniques to collect primary and secondary data.
1.35 Maintain customer database.

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1.36 Recognize the value of data mining in marketing communication and promotion.
1.37 Use results of data mining to make marketing decisions.
1.38 Develop customer/client profile.
1.39 Assess trading areas.
1.310 Identify factors to consider when selecting a business site.
1.311 Conduct location feasibility study.
1.312 Implement target marketing for marketing for marketing communication and promotion activities.
1.313 Identify online target market.
1.4 Manage pricing strategies to maximize return and meet customers' perceptions of value.
1.41 Identify factors affecting marketing communication and promotion services prices.
1.42 Set prices for marketing communications and promotion services.
1.5 Manage product/service management activities to assist in obtaining, developing, maintaining, and improving
a product/service mix that responds to market opportunities.
1.51 Describe marketing communication and promotion services.
1.52 Maintain/update web site.
1.53 Identify customization strategies for e-commerce activities.
1.54 Evaluate effectiveness of advertising services.
1.55 Select personalization strategies for e-commerce activities.
1.56 Optimize business's web-site placement with major search engines and directories.
1.57 Use the Internet to build brand equity.
1.58 Identify customer-service issues in e-commerce.
1.510 Evaluate e-customer experience.
1.6 Manage the sales function to determine client needs and wants to respond through planned, personalized
communication.
1.61 Identify unique aspects of Internet sales.
1.62 Recognize the nature of customer support for online sales.
1.63 Determine strategies for online customer support.
1.64 Explain the use of brand names in selling.
1.65 Distinguish between online consumer and organizational buying behavior.
1.66 Develop a plan for online suggestion selling.
1.67 Train sale staff in use of the Internet.
1.68 Analyze technology for use in the sales function.
1.69 Develop a plan for selling online.
SECTION # 6
MARKETING INFORMATION MANAGEMENT AND RESEARCH

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1 Assess marketing information and research career information to enhance opportunities for career success.
1.1 Analyze marketing information and research careers to determine careers of interest.
1.11 Identify career opportunities in marketing information and research.
1.12 Investigate the role and responsibilities of marketing information and research employees.
1.13 Recognize factors that affect the scope of responsibilities of marketing information and research employees.
1.14 Ascertain educational requirements for marketing information and research careers.
1.15 Determine income ranges associated with marketing information and research careers.
1.16 Assess working conditions associated with marketing information and research careers.
1.17 Determine perquisites (perks) associated with marketing information and research careers.
1.18 Describe the lifestyles of marketing information and research employees.
1.19 Identify career paths in marketing information and research careers.
1.110 Explain the personal characteristics associated with marketing information and research success.
1.111 Identify types of marketing-research firms.
1.2 Compare individual's abilities, interests, and attitudes with those associated with marketing information and
research success to determine the match between the two.
1.21 Analyze desired lifestyle and that associated with marketing information and research careers.
1.22 Discern between desired benefits and those associated with marketing information and research.
1.23 Contrast personal characteristics with those associated with marketing information and research success.
1.24 Examine similarities and differences between personal educational goals and educational requirements for marketing
information and research careers.
4 3 2 1 N II Communication and Interpersonal Skills

1 Employ communication and interpersonal skills to facilitate interaction with others.
1.2 Communicate and apply interpersonal skills to manage marketing information and research.
1.22 Write cover letter for surveys.
4 3 2 1 N III Business Administration

1 Acquire foundational knowledge of marketing information and research to understand its scope and impact on business.
1.1 Investigate the marketing information and research industry to understand its background.
1.11 Identify reasons for changes occurring in marketing information management and research.
1.12 Recognize types of marketing-information and research activities.
1.13 Analyze the impact of technology on marketing-information management and research.

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1.14 Recognize the effects of international trade on marketing information and research.
1.15 Identify issues and trends in marketing information and research.
2 Implement business ethics and safeguards to protect the business and to create trust.
2.1 Apply ethics to protect a business.
3 Use organizing, leading, and planning to manage marketing information and research activities.
3.13 Manage cross-functional activities.
3.22 Mentor/coach staff members.
3.33 Provide input into strategic planning.
4 3 2 1 N IV MARKETING-INFORMATION MANAGEMENT
1 Manage marketing-information and research activities to facilitate business's development and growth and to contribute to
customer satisfaction.
1.1 Acquire foundational knowledge of marketing-information and research to understand what information and
equipment are needed to carry out marketing information and research activities.
1.11 Assess information needs.
1.12 Describe the use of electronic data interchange (EDI) in marketing information and research activities.
1.13 Analyze capabilities of electronic business systems in marketing-information management and research.
1.2 Collect marketing information to facilitate decision making.
1.21 Differentiate between external and internal information monitoring.
1.22 Identify sources of primary and secondary data.
1.23 Obtain information from customer databases.
1.24 Employ computer search engines to locate marketing research information.
1.25 Search online databases to access marketing information.
1.26 Data mine web log for marketing information.

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1.27 Purchase information services.
1.28 Collect information about the competition.
1.29 Track technological changes.
1.210 Monitor consumer needs
1.211 Track economic changes.
1.212 Track regulatory changes.
1.213 Obtain and track information about domestic and foreign suppliers/manufacturers.
1.214 Monitor sales data (by volume, product, territory, channel, time period, etc.)
1.215 Collect and monitor transactional data through electronic means (e.g., bar coding, optical scanners, automatic replenishing
systems, electronic data interchange [EDI], and reader-sorters).
1.216 Monitor inventory data.
1.217 Track cost data.
1.218 Collect product-quality data.
1.219 Measure market size, composition, and structure.
1.220 Analyze purchasing behavior.
1.221 Analyze market areas using spatial modeling techniques.
1.222 Evaluate product usage.
1.223 Conduct SWOT analysis.
1.3 Design and implement marketing research activities to test hypotheses and/or resolve issues.
1.31 Compare and contrast marketing-information management with marketing research.
1.32 Distinguish between types of marketing research (e.g., quantitative vs. qualitative, ad hoc vs. continuous, etc.).
1.33 Diagnose the marketing-research problem/issue.
1.34 Identify research approaches (e.g., observation, survey, experiment) appropriate to the research problem.
1.35 Select data-collection methods (e.g., observations, mail, telephone, Internet, discussion groups, interviews, scanners).
1.36 Evaluate the relationship between the research purpose and the marketing research objectives.
1.37 Estimate the value of research information.
1.38 Compare and contrast validity and reliability.
1.39 Distinguish between purposive and representative samples.
1.310 Compare and contrast probability and non-probability sampling.
1.311 Determine needed sample size.
1.312 Develop sampling plans (I.e., who, how many, how chosen).
1.313 Prepare research briefs and proposals.
1.314 Control sources for error and bias (e.g., response errors, interviewer errors, non-response errors, sample design).
1.315 Develop rating scales.
1.316 Prepare diaries (e.g., product, media-use, contact).
1.317 Create and administer simple questionnaires (e.g., types of questions, question wording, routing, sequencing, length, layout).
1.318 Conduct telephone interviews.

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1.319 Select attitudinal scaling format (e.g., Likert scales, semantic differential scales, behavior intention scales).
1.320 Employ techniques to assess ongoing behavior (e.g., business records; manual record sheets; electronic recording devices
for telephone, personal, and computer interviewing; smart cards; audio-visual equipment).
1.321 Conduct experiments (e.g., lab and field experiments).
1.322 Conduct in-depth interviews.
1.323 Conduct focus groups.
1.324 Conduct continuous panel research.
1.325 Conduct test markets.
1.326 Evaluate marketing research studies.
1.327 Assess quality of contracted research firms.
1.4 Process marketing information to translate data into useful information for decision making.
1.41 Edit research data.
1.42 Code research.
1.43 Conduct error detection/edit routines.
1.44 Tabulate data.
1.45 Create data matrix.
1.16 Apply statistical methods and software systems to aid in data interpretation (e.g., testing for significant differences, testing
for relationships, testing for association).
1.47 Identify types of modeling techniques.
1.48 Apply mathematical modeling techniques.
1.19 Use statistical inferences to make estimates or to test hypotheses.
1.410 Create and use marketing decision support systems to evaluate alternative solutions to marketing problems.
1.411 Analyze narrative text (e.g., sorting, classifying/categorizing, identifying patterns, interpreting, selecting mechanical
analysis approaches).
1.412 Interpret research data into information for decision making.
1.413 Display data in charts/graphs or in tables.
1.5 Report findings to communicate research information to others.
1.51 Provide sales analysis reports.
1.52 Provide simulators.
1.53 Prepare and use presentation software to support oral reports.
1.54 Present findings to client orally.
1.55 Prepare written reports for decision making.
1.56 Post marketing results on web page.
1.6 Employ marketing information to plan marketing activities.
1.63 Predict demand patterns.

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1.65 Predict brand share.
1.66 Estimate market share.
1.67 Conduct environmental forecasting.
1.68 Prepare trend analysis.
1.69 Develop customer profiles.
1.610 Determine usage patterns.
1.611 Identify measures used to control marketing planning.
1.613 Conduct marketing audits.
4 3 2 1 N V Marketing Functions
1 Manage marketing information to facilitate marketing functions.
1.1 Manage marketing-information to make and evaluate logistical decisions.
1.11 Identify information helpful to supply chain members in planning.
1.13 Assess bar-code data.
1.16 Collect product quality data.
1.17 Conduct total cost analysis of logistics.
1.18 Analyze service sensitivity.
1.19 Evaluate suppliers.
1.10 Evaluate use of wholesalers in product distribution.
1.2 Manage marketing information to facilitate pricing strategies that maximize return and meet customer's
perceptions of value.
1.21 Conduct demand analysis.
1.22 Determine price sensitivity.
1.3 Manage marketing information to assist in obtaining, developing, maintaining, and improving a product
/service mix that responds to market opportunities.
1.31 Conduct product analysis.
1.32 Conduct customer-satisfaction studies.
1.33 Conduct service-quality studies.
1.34 Identify new-product opportunities.
1.35 Test product concepts.
1.36 Design and conduct product tests.
1.37 Determine attitudes towards products and brands.

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1.38 Provide information to launch new products.
1.39 Estimate repeat purchase rate.
1.310 Estimate purchase cycle.
1.4 Manage marketing information to facilitate promotional activities.
1.41 Pre-test advertising.
1.42 Conduct advertising tracking studies.
1.43 Measure media audience.
1.44 Predict and control promotional expenditures.
1.45 Employ a computerized promotional budget system.
SECTION # 7
DISTRIBUTION AND LOGISTICS
1 Assess distribution and logistics-career information to enhance opportunities for career success.
1.1 Analyze distribution and logistics careers to determine careers of interest.
1.11 Identify career opportunities in distribution and logistics.
1.12 Investigate the role and responsibilities of distribution/logistics employees.
1.13 Recognize factors that affect the scope of responsibilities of distribution/logistics employees.
1.14 Ascertain educational requirements for distribution and logistics careers.
1.15 Determine income ranges associated with distribution and logistic careers.
1.16 Assess working conditions associated with distribution and logistics careers.
1.17 Determine perquisites (perks) associated with distribution and logistics careers.
1.18 Describe the lifestyles of distribution and logistics employees.
1.19 Identify career paths in distribution and logistics careers.
1.110 Explain the personal characteristics associated with distribution and logistics success.
1.2 Compare individual's abilities, interests, and attitudes with those associated with distribution and logistics
success to determine the match between the two.
1.21 Analyze desired lifestyle and that associated with distribution and logistics careers.
1.22 Discern between desired benefits and those associated with distribution and logistics careers.
1.23 Contrast personal characteristics with those associated with distribution and logistics success.
1.24 Examine similarities and differences between personal educational goals and educational requirements for distribution and
logistics careers.
4 3 2 1 N II COMMUNICATION AND INTERPERSONAL SKILLS


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1.2 Communicate and apply interpersonal skills to manage distribution and logistics and to provide customer
assistance.
1.23 Evaluate the use of real-time communications.
4 3 2 1 N III BUSINESS ADMINISTRATION

1 Acquire foundational knowledge of distribution and logistics to understand its scope and impact on the economy.
1.1 Investigate the distribution and logistics industry to understand its background.
1.11 Identify reasons for changes occurring in distribution/logistics.
1.12 Recognize types of distribution/logistics activities.
1.13 Recognize trade-offs and relationships among functions in the supply chain.
1.14 Analyze the impact of technology on distribution/logistics.
1.15 Recognize the effects of international trade on distribution/logistics.
1.16 Explain the impact of ISO standards on distribution/logistics.
1.17 Identify issues and trends in distribution/logistics.
1.23 Plan orders.
1.24 Prepare purchase orders.
1.31 Solicit competitive proposals to functional bid specifications.
1.33 Negotiate terms with vendors.
1.34 Follow up orders.
1.35 Evaluate performance of vendors.
2.1 Apply ethics and government regulations to protect a business.
2.12 Identify tariff and trade restrictions.
2.13 Adhere to transportation law.
2.14 Identify and adhere to labeling regulations.
2.15 Explain export and import legislation.
2.17 Analyze environmental regulations

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2.18 Adhere to environmentally correct distributions/logistics practices.
2.19 Negotiate and administer logistics contracts.
2.23 Inspect incoming/outgoing containers for tampering.
2.25 Obtain insurance coverage for shipments.
2.26 Conduct risk assessments.
2.32 Follow procedures to ensure OSHA compliance.
2.33 Conduct environmental and safety inspections.
2.34 Conduct safety orientations for employees.
2.35 Analyze potential terrorist threats posed by inbound/outbound container traffic.
2.36 Implement pattern recognition techniques to identify high risk shipments/containers.
2.37 Correct unsafe conditions.
2.38 Adhere to requirements of global hazardous materials packaging.
2.39 Implement security measures in the hazmat supply chain.
3 Use organizing, leading, controlling, and planning to manage distribution and logistics activities.
3.13 Manage cross-functional projects.
3.22 Cross train staff to perform a variety of tasks.
3.23 Mentor coach staff members.
3.3 Maintain fiscal control of logistical operations to minimize expenses and maximize profit.
3.32 Explain supply management's contribution to cost reduction.
3.33 Apply learning curves to reduce costs.

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4 3 2 1 N IV SUPPLY CHAIN MANAGEMENT
1 Manage distribution/logistics activities to facilitate business's development and growth and to satisfy customers.
1.1 Acquire foundational knowledge of distribution/logistics.
1.11 Explain distribution issues and trends.
1.12 Describe the use of electronic data interchange (EDI) in distribution/logistics activities.
1.2 Utilize warehousing and stock-handling knowledge and skill to expedite supply-chain activities.
1.21 Process incoming shipments.
1.22 Process imported goods through U.S. customs.
1.25 Maintain loss and damage claim records.
1.26 Establish procedures for handling, inspecting, and allowing claims on returned materials.
1.27 Verify product labeling.
1.28 Explain functions of packaging.
1.29 Recycle/dispose of discarded packaging and containers.
1.211 Store merchandise/materials.
1.212 Recognize product stacking requirements.
1.213 Select appropriate storage equipment/system.
1.215 Develop and maintain stock-location system.
1.216 Maximize use of forklifts.
1.217 Analyze warehouse space utilization.
1.218 Adjust warehouse layout.
1.219 Analyze warehousing capabilities in foreign markets.
1.220 Describe storage facilities used for international shipments.
1.221 Analyze capabilities of electronic business systems to facilitate warehouse operations.
1.222 Develop warehouse contingency planning system.
1.3 Utilize order-fulfillment knowledge and skill to expedite supply-chain activities and to satisfy customers.
1.31 Pick and assemble orders.
1.32 Plan/select order-picking system.
1.33 Identify types of shipping containers.
1.34 Plan loads for containers/trailers.
1.35 Select dunnage, packing, materials.
1.36 Estimate needed supplies of packing materials.
1.37 Pack and label goods/boxes/containers for domestic/international shipment.
1.38 Evaluate label-application alternatives and methods.

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1.39 Unitize loads for shipment.
1.310 Stabilize unit loads for easy shipments and receipts.
1.311 Load outgoing shipments.
1.312 Recognize shipping-label requirements.
1.313 Explain international transportation and delivery terms (INCOTERMS).
1.314 Employ cost-reduction techniques for duties and tariffs.
1.315 Apply for drawbacks.
1.316 Determine duties on international shipments.
1.317 Determine customs requirements.
1.318 Prepare documents for domestic and international transportation.
1.319 Ship product to meet customer requirements.
1.320 Trace lost shipments.
1.321 Estimate delivery times.
1.322 Select best shipping method for domestic and international shipments.
1.323 Schedule product transportation to meet customer needs.
1.324 Determine transfer points for cargo.
1.325 Route freight.
1.326 Direct terminal-traffic flow.
1.229 Assess order fulfillment processes.
1.4 Control inventory to minimize expenses and satisfy customer requests.
1.41 Rotate stock to minimize old/outdated inventory.
1.45 Assign and analyze ABC inventory rankings.
1.46 Perform cycle counts.
1.47 Develop and implement cycle-counting system.
1.48 Monitor inventory turnover rates.
1.49 Set order lead time requirements.
1.410 Recognize international inventory issues.
1.414 Determine causes of inventory discrepancies.
1.415 Define tolerance levels for inventory accuracy.

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1.416 Establish re-order points.
1.419 Implement measures to control inventory costs.
1.5 Manage distribution/logistics activities to minimize costs and to facilitate workflow.
1.51 Coordinate stages of order cycle.
1.53 Manage reverse distribution processes.
1.54 Identify logistical benefits and constraints within a particular market.
1.55 Determine value-added services to perform for customers.
1.56 Develop logistics mission statement.
1.57 Set and meet distribution/logistics goals.
1.58 Establish customer-service goals.
1.59 Correct customer-service deficiencies.
1.510 Set up processes for distribution/logistics activities.
1.511 Measure process performance.
1.512 Implement process-improvement techniques.
1.513 Explain distribution resource planning.
1.514 Select and implement bar-code system.
1.515 Apply cost allocation measures.
1.518 Analyze just-in-time capabilities.
1.520 Evaluate performance of distributors in foreign countries.
1.521 Terminate relationships with domestic and foreign channel members.
1.522 Develop distribution network for new products.
1.523 Develop distribution strategy for foreign markets.
1.524 Conduct strategic distribution network planning process.
1.526 Evaluate inventory (stock turnover, gross margin, return on inventory, open to buy, etc.).
1.527 Plan and implement a warehouse management system (WMS).
4 3 2 1 N V MARKETING FUNCTIONS
1 Manage marketing activities to facilitate business's development and growth.
1.1 Manage marketing-information to make logistical decisions.
1.11 Identify information helpful to supply chain members in planning.

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1.13 Assess bar-code data.
1.16 Collect product quality data.
1.18 Research viability of using free trade zones (FTZ).
1.19 Conduct analysis of competitors' distribution/logistics activities.
1.111 Data mine point-of-sale (POS) information.
1.112 Perform customer follow-up activities (e.g., surveys, reviews, warranty tracking, etc).
1.114 Segment markets on basis of logistical needs.
1.115 Assess product categories using spreadsheets.
1.116 Interpret statistical process control (SPC) charts.
1.117 Predict patterns of demand.
1.119 Plan and implement a distribution information system.
1.28 Select promotional pricing strategies to adjust base prices.
1.211 Set prices.
1.213 Evaluate pricing decisions.
1.31 Maintain product data files.
1.32 Identify product classes.
1.34 Recognize the role of customer service in positioning/image.

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1.35 Determine customer's expectations of service level.
1.36 Measure customer-service levels.
1.37 Analyze competitors' customer-service standards.
1.38 Establish product standards.
1.310 Determine space requirements and allocation.
1.311 Create warehouse layouts.
1.312 Select warehouse site.
1.313 Develop and implement procurement policies and procedures.
1.314 Plan stock.
1.321 Determine final cost of purchases from domestic and international sources.
1.322 Negotiate special buying situations with vendors.
SECTION # 8
E-MARKETING
1 Assess e-marketing career information to enhance opportunities for career success.
1.1 Analyze e-marketing careers to determine careers of interest.
1.11 Describe e-marketing's impact on business.
1.12 Identify career opportunities in e-marketing.
1.13 Ascertain educational requirements/backgrounds of e-marketers.
1.14 Determine income ranges for e-marketers.
1.15 Determine perquisites (perks) associated with e-marketing.
1.16 Describe the lifestyles of e-marketers.
1.17 Explain the personal characteristics associated with e-marketing success.
1.2 Compare individual's abilities, interests, and attitudes with those associated with e-marketing success to
determine the match between the two.
1.21 Analyze desired lifestyle and that associated with e-marketing.
1.22 Discern between desired benefits and those associated with e-marketing.
1.23 Contrast personal characteristics with those associated with e-marketing success.
1.24 Examine similarities and differences between personal educational goals and educational requirements for e-marketing.

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4 3 2 1 N II E-BUSINESS ADMINISTRATION
1 Acquire foundational knowledge of the Internet and e-commerce to understand its scope and impact on business and the
economy.
1.1 Investigate the retail industry to explore the relationship between retailing and e-commerce.
1.11 Identify reasons for changes occurring in retailing.
1.12 Determine classifications of retailers.
1.13 Ascertain advantages/disadvantages associated with each classification of retailer.
1.14 Identify types of non-store retailers.
1.15 Explain the growth of non-store retailing.
1.16 Compare e-commerce with traditional commerce.
1.17 Determine issues and trends in retailing that impact e-commerce.
1.2 Explore the relationship between e-commerce and the Internet to understand the role of the Internet in
e-commerce.
1.21 Identify the process that enables different types of computers and different operating systems to communicate with each
other.
1.22 Recognize factors that affect the speed of an Internet connection.
1.23 Describe Internet-access options.
1.24 Explain the key components of the Internet.
1.25 Discuss the primary applications of the Internet (e.g., network communications, market intelligence, promotion, etc.).
1.26 Differentiate among e-commerce models.
1.27 Identify competitive advantages provided by the Internet.
1.3 Analyze the economic impact of e-commerce.
1.31 Determine investment opportunities associated with e-commerce.
1.32 Discuss the results of media spending for e-commerce.
1.33 Recognize the relationship between e-commerce and inflation.
1.34 Determine the impact of e-commerce on a business's efficiency and effectiveness.
1.4 Ascertain the impact of e-commerce on international trade to understand the global marketplace.
1.41 Identify considerations in communicating with an international market.
1.42 Analyze factors affecting a business's ability to sell to an international market.
1.43 Determine how e-commerce enables small businesses to compete internationally with large businesses.
1.5 Determine the impact of the Internet on marketing to determine the Internet's usefulness in carrying out
marketing activities.
1.51 Distinguish between the WWW and the Internet.
1.52 Compare and contrast the advantages/disadvantages of using e-mail as a marketing tool.
1.53 Determine the advantages/disadvantages of the WWW as a marketing tool.
1.54 Recognize the importance of Internet-use policies.

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1.55 Scrutinize the impact of the Internet on each of the marketing functions.
1.6 Compare and contrast in-store merchandising with online merchandising to determine their similarities and
differences.
1.61 Distinguish between merchandising and marketing.
1.62 Ascertain the importance of merchandising to retailers and to e-tailers.
1.63 Distinguish between merchandising for brick-and-mortar retailers and for online retailers.
1.64 Identify merchandising activities.
1.7 Identify the impact of the Internet on a business's purchasing activities to appreciate the value added by the
internet.
1.71 Investigate the online purchasing process.
1.72 Identify ways that the Internet facilitates purchasing activities.
1.73 Determine constraints associated with online purchasing.
1.83 Identify the components of purchase orders.
2 Implement e-business ethics, regulations, and safeguards to protect the business and to create trust.
2.1 Apply ethics and government regulations to protect the e-business.
2.11 Take ethical actions with online communications.
2.12 Identify legal considerations in e-commerce.
2.13 Record and report sales tax, when appropriate.
2.2 Secure company and customer data to minimize loss and to create trust.
2.21 Identify strategies for protecting business's web site.
2.22 Select strategies for protecting online customer transactions.
3 Acquire needed skills to create a web presence.
3.1 Employ technological tools to create a web presence.
3.11 Demonstrate basic desktop publishing functions.
3.12 Integrate software applications.
3.13 Identify tools used in web-site creation.
3.14 Explain basic programming languages.
3.15 Identify capabilities of Internet/Web programming.
3.16 Select web host.
4 Organize, control and plan work efforts to manage e-business activities.
4.1 Organize work to facilitate e-business success.
4.11 Develop an e-commerce project plan.
4.2 Control costs to minimize expenses and maximize return.

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4.21 Identify costs associated with e-commerce.
4.22 Determine return on investment (ROI) for e-commerce.
4.3 Plan an e-business to maximize return and minimize expenses.
4.31 Incorporate e-commerce considerations into a business plan.
4 3 2 1 N III MARKETING FUNCTIONS

1 Manage marketing activities to facilitate e-business development and growth.
1.11 Explain distribution issues and trends in e-commerce.
1.12 Process incoming merchandise.
1.16 Store merchandise.
1.17 Select appropriate storage equipment.
1.19 Explain the nature of e-CRM.
1.110 Fulfill orders.
1.111 Select best shipping method.
1.114 Assess order-fulfillment processes.
1.126 Evaluate inventory (stock turnover, gross margin, return on inventory, open to buy).
1.2 Employ financial knowledge and skill to make e-business decisions.
1.21 Identify strategies for electronic payment.
1.3 Mange marketing-information to make e-business decisions.

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1.31 Explain privacy issues in e-commerce.
1.33 Use online marketing research tools/techniques to collect primary data.
1.34 Maintain customer database.
1.35 Explain the use of data mining.
1.36 Use results of data mining to make marketing decisions.
1.37 Use web-site tracking methods for decision making.
1.38 Identify online target market.
1.39 Incorporate e-commerce considerations into marketing plan.
1.4 Acquire knowledge of e-pricing strategies to maximize return and meet customers' perceptions of value.
1.41 Describe the impact of the Internet on pricing decisions.
1.51 Maintain/update web site.
1.52 Explain the use of customization strategies in e-commerce activities.
1.53 Identify personalization strategies for use in e-commerce activates.
1.54 Optimize business's web-site placement with major search engines and directories.
1.55 Use the Internet to build brand equity.
1.56 Identify customer-service issues in e-commerce.
1.57 Evaluate e-customer experience.
1.58 Explain the nature of merchandise plans (budgets).
1.59 Plan stock.
1.516 Prepare merchandise plan (budget).
1.61 Describe online advertisements.
1.63 Write content for use on the internet.
1.64 Execute targeted e-mails.
1.65 Select strategies for online advertising.
1.66 Create interactive public relations.
1.67 Identify sales-promotion techniques for e-commerce.
1.68 Select techniques for promoting web site.

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1.69 Select techniques to improve online response rate.
1.610 Incorporate e-commerce into promotional plan.
1.7 Manage the e-sales function to determine client needs and wants and to respond through planned,
personalized communication.
1.71 Identify unique aspects of Internet sales.
1.72 Describe customer support for online sales.
1.73 Manage online customer support.
1.74 Determine strategies for online customer support.
1.75 Recognize the use of brand names in selling.
1.76 Distinguish between online consumer and organizational buying behavior.
1.77 Develop a plan for online suggestion selling.
1.78 Evaluate online prospects.
1.79 Train sales staff in use of the Internet.
1.710 Develop plan for selling online.

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Marketing, Sales and Service Program Mastery Levels Grid

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MARKETING, SALES AND SERVICE

PROGRAM MASTERY LEVELS GRID (14)

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

4 3 2 1 N III PROBLEM SOLVING AND CRITICAL THINKING

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

4 3 2 1 N IV INFORMATION TECHNOLOGY APPLICATIONS

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

4 3 2 1 N VI SAFETY, HEALTH AND ENVIRONMENT

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

4 3 2 1 N VII LEADERSHIP AND TEAMWORK

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

4 3 2 1 N VIII ETHICS AND LEGAL RESPONSIBILITY

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

4 3 2 1 N IX EMPLOYABILITY AND CAREER DEVELOPMENT

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

4 3 2 1 N III COMMUNICATION AND INTERPERSONAL SKILLS

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

4 3 2 1 N II SELLING PROCESS AND TECHNIQUES

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

4 3 2 1 N III SALES MANAGEMENT

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

4 3 2 1 N II COMMUNICATION AD INTERPERSONAL SKILLS

4 3 2 1 N III BUSINESS ADMINISTRATION

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

4 3 2 1 N II COMMUNICATION AND INTERPERSONAL SKILLS

4 3 2 1 N III Business Administration

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

4 3 2 1 N IV MARKETING COMMUNICATION AND PROMOTION ACTIVITIES

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

4 3 2 1 N II Communication and Interpersonal Skills

4 3 2 1 N III Business Administration

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

Course 1_______________________ Course 2_______________________ Michigan Career Pathway

4 3 2 1 N II COMMUNICATION AND INTERPERSONAL SKILLS

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway

Course 1_ Course 2_ Michigan Career Pathway