VHL 3682 Customer Meeting
The goal with this course is to give the students competence in "how to optimize different sales processes in physical and digital stores. The learning process will emphazice the difference between digital and physical stores, and the importance that both can be required.
After the course, students should have acquired competence to recognize:
- How to uncover the customer needs both digital and physica store
- What are the customer motive when they choose a digital or physical store
- Which factors optimize the digital seller.
- What is an adapted business conversation
- Which role should the store crew focus on
- What are the fundamental skills to set up personal plans and for colleagues to improve the customer meeting. In stores and online.
The students should be able to:
- Conduct customer conversations that lead to satisfied customers.
- Implement strategic changes for the digital retailer.
- Setup a training - and development plan, both personal and for colleagues, to improve customer meeting in stores and online.
- Develop a sales plan and sales process, which is adapted to the buying process.
- A retailer is essential for business, as a member of a team and at the same time an active builder of corporate reputation among existing and new customers.
- The personal appearance - regardless of channel - is important for the result and the next sale.
- The importance of a critical and constructive attitude towards the concept of personal sales and service.
- Recognize opportunities and constraints within the digital channels.
- Solid insight to ethical aspects of retail sales and from websites.
Sales personnel’s strategic position
Sales and Management
Sales and processes for customer and vendor
The importance of price and product sales work
The verbal and digital languages
Digital business understanding and use of digital tools
Service as a strategic tool
Planning and monitoring
Personal development and training
The course consists of 30 hours of classroom teaching and group work during the semester.
In addition to ordinary lectures, there will be webinar, podcast, video and other suitable lectures.
Students will be given tasks to uncover challenges and best practices in sales in the retail sector. The emphasis is on practical approach and the use of methods and skills.
Students that have not gotten approved the coursework requirements, must re-take the exercises during the next scheduled course.
Students that have not passed the written examination or who wish to improve their grade may re-take the examination in connection with the next scheduled examination.
Higher Education Entrance Qualification.
Students are expected to have knowledge of Marketing Management, Consumer Behavior and Retail Management or equivalent.
|Mandatory coursework||Courseworks given||Courseworks required||Comment coursework|
|Mandatory||1||1||The student is going to a "Mystery Shopping" in a chosen store where they will assess a seller's expertise and sales effectiveness, and shall be delivered in report form.|
|Comment coursework:||The student is going to a "Mystery Shopping" in a chosen store where they will assess a seller's expertise and sales effectiveness, and shall be delivered in report form.|
|Exam category||Weight||Invigilation||Duration||Support materials||Grouping||Comment exam|
Form of assessment:
Internal and external examiner
Examination every semester
|Form of assessment:||Written submission|
|Support materials:|| |
|Exam code:||VHL 36821|
|Resit:||Examination every semester|
Teaching on Campus
Prepare for teaching
Group work / Assignments
A course of 1 ECTS credit corresponds to a workload of 26-30 hours. Therefore a course of 7,5 ECTS credit corresponds to a workload of at least 200 hours.