VHL 3681 The customer meeting – sales and service in retailing
APPLIES TO ACADEMIC YEAR 2012/2013
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VHL 3681 The customer meeting – sales and service in retailing Responsible for the course Gorm Kunøe Department Department of Marketing Term According to study plan ECTS Credits 7,5 Language of instruction Norwegian Introduction The sales experience is vital to the existence of any market-dependent company, and the sales force constitutes the power that in practice must secure revenue and build the store as a brand. Understanding the importance of communication as an active means to persuade and influence existing and potential new customers in a wanted direction is part of the sales term. Learning outcome The course shall give the students the competence to complete sales processes, and give the students a good understanding of the most costly and at the same time most effective marketing tools a company has at its disposal. Acquired knowledge
Acquired skills The students must be made able to contact prospects and to go through an optimal sales process in the shop. Reflection
Prerequisites It is expected that students have prior knowledge of Consumer Behavior, Marketing Management, Reputation Building in the trade, Retail Store Management II or equivalent. Compulsory reading Books: Cialdini, Robert B. 2011. Påvirkning : teori og praksis. 2. utg. Abstrakt forlag Petersen, Eirik. 2009. Nå dine salgsmål! : grunnleggende salgsteknikk for alle som jobber med kunder. Universitetsforlaget Recommended reading Books: Berg, Petter A. 2009. Kunsten å selge : etablere, beholde og utvikle kunderelasjoner. 4. utg. Cappelen akademisk forlag Manning, Gerald L., Barry, L. Reece, Michael Ahearne. 2012. Selling today : creating customer value. 12th ed. Pearson O'Keefe, Daniel. 2002. Persuasion : theory & research. 2nd ed. Sage Publications Course outline
Computer-based tools No specified computer-based tools are required. Learning process and workload The course consists of 36 hours of class room teaching and group work during the semester. During the course there will be given eight (8) assignments in "mystery shopping", of which each of them shall result in a report. Students are encouraged to submit reports to the lecturer of "mystery shopping" - visits they make, and to prepare a training plan for employees of a concrete or an fictitious shop. More information about the take-off and submission of assignments will be given in lectures and on IT's learning.
Examination A four-hour individual written examination concludes the course.. Examination code(s) VHL 36811 - Written examination counts 100% towards the final grade in VHL 3681 The Customer Meeting – Sales and Service in Retailing, 7,5 credits. Examination support materials No support materials allowed. Re-sit examination Re-sit examination is offered every term. Additional information |
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