Manuals are provided for SCORE, an industry-centered program designed to teach entry-level workers and trainees basic skills necessary for customer service and telephone sales. The metacognitive manual begins with a course outline and course description. The instructor guide consists of eight units: introduction, personal side of learning and performance, reading comprehension and comprehension monitoring, computer access and hardware familiarity, remembering/locating information, oral communication, written communication, problem solving, and mathematical problem solving. Components of each unit are time, purpose, teacher resources, equipment, audiovisuals, student resources, supplies, suggested learning activities, main points, and supplemental activities. The student guide provides main points, purpose, definitions, and questions for each unit. Masters for transparencies and student handouts, appendix with additional activities and answers, and glossary are provided. A software reference guide that explains how to use the courseware accompanies five instructional modules that explain how to use the courseware and teach the most common basic skills. Each module is divided into simulated real-life tasks the student must complete. A learner data disk is available. An instructor's manual familiarizes teachers with the courseware and provides scenario descriptions. Topics are information sharing, simple and complex customer contact, and sales. A vocabulary master (guide) accompanies a vocabulary development disk and familiarizes the teacher with this courseware. (YLB)