VHL 3681 The customer meeting – sales and service in retailing - RE-SIT EXAMINATION

VHL 3681 The customer meeting – sales and service in retailing - RE-SIT EXAMINATION

Course code: 
VHL 3681
Department: 
Marketing
Credits: 
7.5
Course coordinator: 
Roy Willy Elvegård
Course name in Norwegian: 
Kundemøtet - salg og kundebehandling i detaljhandel - KONTINUASJONSEKSAMEN
Product category: 
Bachelor
Portfolio: 
Bachelor of Retail Management - Programme Courses
Semester: 
2018 Spring
Active status: 
Re-sit exam
Resit exam semesters: 
2017 Autumn
2018 Spring
Resit exam info

This course was lectured for the last time autumn 2016. Re-sit exam will be offered autumn 2017 and last time spring 2018.

Teaching language: 
Norwegian
Course type: 
One semester
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 outcomes - Knowledge

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.

  • An understanding of what it means in practice to gain the competence that enables the student to function as a professional sales person.
  • Competence that enables the student to establish and develop customer relations in retailing.
  • Ability to develop an individual training plan
Learning outcomes - Skills

The students must be made able to contact prospects and to go through an optimal sales process in the shop.
 

Learning Outcome - Reflection
  • During the course the student will be taught to understand that the sales person is indispensable to the shop, and that at the same time he/she is an active brand builder towards new and existing customers.
  • Through a professionalizing process the course shall establish a critical and constructive attitude to retail sales.
  • During the course students shall develop a good understanding for the ethical side of the sales process.
Course content
  • Introduction to customer meeting, professional retail sales, to training and work requirements
  • Thematic lecture schedule:

Achieve your sales targets:

  • How to achive your sales targets
  • Sales profession in stores
  • Input factors that influence sales
  • The meeting with the customer
  • Verbal and nonverbal communication

Affecting

  • Reciprocity
  • Consistency
  • Social proof
  • Sympathy
  • Authority
  • Scarcity

Achieve your sales targets - continued

  • The sales process
  • Purchasing Process
  • Retail Sales
  • Customer Care
  • Personal service
  • Customer Complaints
  • Structure of sales work
  • Ethics in Sales
  • Personal development and training

 

  • Tasks: Mystery shopping - team collaboration
  • Training Plans
  • Peer review
    In order to promote learning between students, a student-helper-student system is used. Students are instructed in how to systematically give feedback to fellow students and document assessment in analyzing behavior in the customer meeting.

Peer review assessment alternates between students and represent a good preparation for the development of a formal training plan - see the learning process.

Learning process and requirements to students

The course consists of 36 hours of class room teaching and group work during the semester.

Software tools
No specified computer-based tools are required.
Additional information

(Kurset hadde arbeidskrav høsten 2016.)

Qualifications

Higher Education Entrance Qualification.

Required prerequisite knowledge

It is expected that students have prior knowledge of Consumer Behavior, Marketing Management, Reputation Building in the trade, Retail Store Management II or equivalent.

Exam categoryWeightInvigilationDurationSupport materialsGroupingComment exam
Exam category:
Submission
Form of assessment:
Written submission
Exam code:
VHL36811
Grading scale:
ECTS
Grading rules:
Internal and external examiner
Resit:
Examination every semester
100Yes4 Hour(s)
  • No support materials
Individual
Exams:
Exam category:Submission
Form of assessment:Written submission
Weight:100
Invigilation:Yes
Grouping (size):Individual
Support materials:
  • No support materials
Duration:4 Hour(s)
Comment:
Exam code:VHL36811
Grading scale:ECTS
Resit:Examination every semester
Exam organisation: 
Ordinary examination
Total weight: 
100
Student workload
ActivityDurationComment
Teaching
36 Hour(s)
Prepare for teaching
24 Hour(s)
Group work / Assignments
40 Hour(s)
Solving tasks – ”mystery shopping” and training with storyboard
Submission(s)
18 Hour(s)
Student's own work with learning resources
78 Hour(s)
Examination
4 Hour(s)
Sum workload: 
200

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.