APPLIES TO ACADEMIC YEAR 2012/2013
BST 3202 Sales Management and Personal Sales|
Responsible for the course
Department of Marketing
According to study plan
Language of instruction
This course, in combination with BTH 3203 Bachelor Thesis - Sales management and personal sales, 15 credits represent a major of 30 credits, and give the inscription specialization on the Diploma. Applies for students at Bachelor of Marketing. Other students may choose to take the course as an election course in its 3 academic year.
Companies more than ever focused on the "top line" and how revenue is generated. Sales and sales management is the reality of the world and in market-oriented businesses, it is important what has been sold, what was not sold and what should be sold to whom. Our market economy is dependent on skilled sales people who do their utmost to sell in national and international competition. Excellent sales management and personal selling is the key to any company's success, with the incessant demands to see the competition in the eyes and change with the market. The answer to the market's changing challenges driven by behavioural, technological and managerial effort, which inevitably changes the way sales people understand, preparing for and realize themselves in their jobs. The behavioural forces are increased expectations from customers, globalization of markets, and de-massification of the domestic market. The technological forces include IT systems for sales support, virtual sales offices and online outlets. The management and control of the future sales means an understanding of direct marketing, outsourcing of sales functions and a sensible mix of personal sales and marketing.
Sales representatives and sales managers need to face these changes influences on any part of the sales management and management of sales, from the way sales are organized on the selection, training, motivation and reward of the individual seller.
Sales and sales management is central to any company's strategies and action plans. Without sales, no business.
During the course students should:
After completing the course, students will:
The course requires two years of Business Administration, Marketing or equivalent, including basic course in statistics, MET 3431 or MET 2920.
In addition, students must have the course MRK 3414 Marketing Management (or MRK 2914 Marketing) and MRK 3480 Consumer Behavior (or MRK 2980 Consumer Behavior). It is an advantage to have MRK 3500 Business to business, marketing and sale.
Berg, Petter A. 2009. Kunsten å selge : etablere, beholde og utvikle salgsrelasjoner. 4. utg. Cappelen akademisk forlag
Johnston, Mark W., Greg W. Marshall. 2011. Churchill/Ford/Walker's sales force management. 10th ed. McGraw-Hill/Irwin
Kunøe, Gorm. 2010. Salg og salgsledelse med CRM - systemer. ScanForum. Kap 3 - 9 og appendix 3 - 5.
Kap. 3 Operativt salg med CRM - systemet, 271 – 294
Kap. 4. Den selgende organisasjon, side 302 – 350
Del II (100 sider)
Kap. 5. Om å finne kunder med CRM – systemet
Kap. 6. Om å vinne kunder
Kap. 7. Om å binde kunder til seg
Kap. 8. Realisering av kundebevaringsstrategier
Kap. 9. Fremtiden for CRM starter internt
Tre sentrale lover innen salg og salgsledelse ( 84 sider)
Appendix 3: Markedsføringsloven
Appendix 4: Lov om personopplysninger
Appendix 5: Lov om forbrukerkjøp
Cadogan, John W., Lee, Nick og Tarkiainen, Anssi og Sundquist, Sanna. 2009. Sales manager and sales team determinants of salesperson ethical behavior. European journal of marketing. vol. 43
Darrat, Mahmoud, Douglas Amyx, Rebecca Bennett. 2010. An Investigation into the Effect of Work-Family Conflict an Job Satisfaction on Salesperson Deviance.. Journal of personal selling & sales management. Vol. 30 Summer
Geiger, Susi and Paolo Guenzi. 2009. The Sales function in the twenty-first century: where are we and where do we go from here?. European journal of marketing. Vol. 43
Onyemah, Vincent. 2009. The effect of coaching on salespeople’s attitudes and behaviors. European Journal of Marketing. Vol. 43
Poujol, F. Juliet and John F. Tanner, Jr.. 2010. The Impact of Contests on Salespeoples’s Customer Orientatio n: An Application of Tournament Theory,. Journal of personal selling & sales management. 30 (winter)
Sarin, Shikhar, Trina Sego, Ajay K. Kohli, Goutam Challagalla. 2010. Characteristics that Enhance Training Effectiveness in Implementing Technological Change in Sales Strategy : A Field-Based Exploratory Study. Journal of Personal Selling & Sales Management. 30 (Spring)
Verhoef, Peter C. 2003. Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development. Journal of Marketing. Vol. 67
Jobber, David, Geoff Lancaster. 2012. Selling and sales management. 9th ed. Financial Times/Prentice Hall
Manning, Gerald L., Barry L. Reece, Michael Ahearne. 2012. Selling today : creating customer value. 12th ed. Pearson
The course consists of two parts which begins with Personal sales and continues with Sales Management.
Personal selling and sales planning (module 1 - 3)
Sales Management (Module 4 - 7)
Module 1 - the sale process (12 hours)
Module 2 - Reasoning (12 hours)
Module 3 - Relationship building and quality assurance (12 hours)
Module 4 - Sales management and sales roles in the organization (12 hours)
Module 5 - Organisation of sales efforts (12 hours)
Module 6 (10 hours)
Module 7 - Sales Training: Objectives, techniques and evaluation (10 hours)
IT - software will not be used interactively in the course. However, software for analytical purposes will be presented
Learning process and workload
The course consists of 80 hours of class room teaching and work in groups.
In order to secure learning it is emphasized that the student should be prepared for class, to that effect cases will be distributed before each lecture and are supposed to be solved before the lecture in question.
During the semester five assignments within sales analysis and sales management will be proposed. The student will have to solve at least three of the five assignments. The assignments can be used in the project report. The asignments will be evaluated by the teacher and rated "accepted/not accepted", and three of the five assignement must be accepted before the student can registre for the final exam.
A project report on a given topic concludes the course.
The project paper may be solved individually or in groups of up to three students.
BST 32021 Project Paper, counts 100 % to obtain final grade in BST 3202 Sales Management and Personal Sales, 15 credits.
Examination support materials
All support materials are allowed.
A re-sit examination is offered at next course.
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