SylabUZ
| Course name | Sales techniques |
| Course ID | 04.7-WM-BizElP-TechnSprzed-Er |
| Faculty | Faculty of Computer Science, Electrical Engineering and Automatics |
| Field of study | E-business |
| Education profile | practical |
| Level of studies | First-cycle Erasmus programme |
| Beginning semester | winter term 2022/2023 |
| Semester | 6 |
| ECTS credits to win | 3 |
| Course type | optional |
| Teaching language | english |
| Author of syllabus |
|
| The class form | Hours per semester (full-time) | Hours per week (full-time) | Hours per semester (part-time) | Hours per week (part-time) | Form of assignment |
| Lecture | 15 | 1 | - | - | Credit with grade |
| Laboratory | 15 | 1 | - | - | Credit with grade |
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.
Customer relationship management, e-Commerce and e-service
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. Elements of the presentation. Argumentation techniques. Persuasion techniques. Manipulation techniques. Responding to customer reservations. Defence against manipulation. Management of time and sales area. Close of sale: technigues, trial close. After-sales activities. Complaints handling: rules. Ethics in relations with the client.
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.
Lecture - conventional lecture with the use a video projector.
Laboratory - practical classes given in the computer laboratory.
| Outcome description | Outcome symbols | Methods of verification | The class form |
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.
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
Modified by dr inż. Joanna Cyganiuk (last modification: 22-04-2022 12:17)
