1. SylabUZ
2. Wydział Informatyki, Elektrotechniki i Automatyki
3. semestr zimowy 2020/2021
4. Biznes elektroniczny - Program Erasmus pierwszego stopnia
5. Sales techniques

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Sales techniques - opis przedmiotu

Cel przedmiotu

The aim of the course is to familiarize students with modern methods and techniques of effective sales and customer service, with the characteristics of an effective salesman; familiarizing with ethics in customer relations; familiarizing with effective presentation and psychology in sales; familiarizing with methods of conducting trade talks, including argumentation, counterargumentation and protection against manipulation.

Wymagania wstępne

Zapisz zmiany

Customer relationship management, e-Commerce and e-service , Customer relationship management

Zakres tematyczny

Lecture:

Success factors in business talks. Professional salesman: features, skills. Sales: planning and stages. Effectiveness of sales techniques. Sales psychology. Customer decision making: rules, psychology. Determinants of consumer behavior on the market. Customer search. Planning a conversation with the client. Contact by email with the client, telephone contact with the client - the rules. Meeting with the client: opportunities and problems, researching needs, techniques for starting a business conversation. Difficult customer: rules of conduct. Presentation and demonstration of the commercial offer: features, advantages, benefits. Choice of presentation method (demonstration), strategy to start it. 

Laboratory:

The laboratory includes preparing, in accordance with the professional ethics, several presentations for selected products and services, according to the principle: features, benefits, including techniques of psychological impact on the client. The laboratory also includes responses to objections raised by the lecturer, conversation with a difficult customer and development of customer contact via e-mail.

Metody kształcenia

Lecture - conventional lecture with the use a video projector.

Laboratory - practical classes given in the computer laboratory.

Efekty uczenia się i metody weryfikacji osiągania efektów uczenia się

Opis efektu	Symbole efektów	Metody weryfikacji	Forma zajęć

Warunki zaliczenia

Lecture - written test carried out at the end of the semester.

Laboratory - the final grade is the weighted sum of grades obtained for the realization of individual elements of the course and the form of its presentation. The contribution of individual elements of the assessment: laboratory assessment and preparation of the form of sales activities - 50%, visual presentation of sales activities - 25%, conversation with the client 25%.

The final grade is 50% of the lecture grade plus 50% of the laboratory grade.

Literatura podstawowa

1. Stephan Schiffman, The Ultimate Book of Sales Techniques: 75 Ways to Master Cold Calling, Sharpen Your Unique Selling Proposition, and Close the Sale, Adams Media, 2012,
2. William Brooks, Sales Techniques, McGraw-Hill Education, 2004,
3. Brian Tracy, The Psychology of Selling: Increase Your Sales Faster and Easier Than You Ever Thought Possible, Thomas Nelson, 2006,
4. Brian Tracy,The Art of Closing the Sale: The Key to Making More Money Faster in the World of Professional Selling,  HarperCollins Leadership, 2007,
5. James Muir, The perfect close: the secret to closing sales,  Best Practice International, 2016,
6. Huey Lee, Customer Finding: Online Lead Generation Techniques and Strategies to Grow Your, HueyLee.net, 2016,
7. Matthew Dixon, The challenger customer, Penguin Books, 2015

Literatura uzupełniająca

1. Erik Peterson, Tim Riesterer, Conrad Smith, The Three Value Conversations: How to Create, Elevate, and Capture Customer Value at Every Stage of the Long-Lead Sale, MacGraw-Hill Education, 2015

Uwagi

Zmodyfikowane przez dr hab. inż. Marcin Mrugalski, prof. UZ (ostatnia modyfikacja: 24-04-2020 14:51)