VHL 3682 Customer Meeting
VHL 3682 Customer Meeting
The aim of the course is to provide participants with knowledge how to execute optimal sales processes in store and online. During the course, it is emphasized that the meeting with the client may be a combination of physical and digital meeting. In addition, how to adapt to a constantly changing market in order to develop a sustainable business. After the course, students should have acquired competence to recognize:
- Criteria for a successful sale.
- Factors that optimizes the digital seller.
- 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.
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Sales personnel’s strategic position
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Sales and Management
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Sales and processes for customer and vendor
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The importance of price and product sales work
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The verbal and digital languages
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Digital business understanding and use of digital tools
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Relational skills
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Service as a strategic tool
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Ethics
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Planning and monitoring
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Presentation
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• Personal development and training
The course consists of 30 hours of classroom teaching and group work during the semester.
In addition to lectures, training in sales skills is given in small groups. 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.
Re-sit examination
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 |
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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. |
Exam category | Weight | Invigilation | Duration | Support materials | Grouping | Comment exam |
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Exam category: Submission Form of assessment: Written submission Exam code: VHL 36821 Grading scale: ECTS Grading rules: Internal and external examiner Resit: Examination every semester | 100 | Yes | 3 Hour(s) |
| Individual |
Activity | Duration | Comment |
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Teaching | 30 Hour(s) | |
Other in classroom | 3 Hour(s) | |
Prepare for teaching | 61 Hour(s) | |
Group work / Assignments | 36 Hour(s) | |
Student's own work with learning resources | 15 Hour(s) | |
Examination | 55 Hour(s) |
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.