VHL 3682 Customer Meeting

VHL 3682 Customer Meeting

Course code: 
VHL 3682
Department: 
Marketing
Credits: 
7.5
Course coordinator: 
Roy Willy Elvegård
Product category: 
Bachelor
Portfolio: 
Bachelor of Retail Management - Programme Courses
Semester: 
2019 Autumn
Active status: 
Active
Teaching language: 
Norwegian
Course type: 
One semester
Introduction

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. 

Learning outcomes - Knowledge

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.
Learning outcomes - Skills

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.
General Competence
  • 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.
Course content
  • 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

  • Relational skills

  • Service as a strategic tool

  • Ethics

  • Planning and monitoring

  • Presentation

  • Personal development and training

Teaching and learning activities

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.

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

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.

Qualifications

Higher Education Entrance Qualification.

Required prerequisite knowledge

Students are expected to have knowledge of Marketing Management, Consumer Behavior and Retail Management or equivalent.

Mandatory courseworkCourseworks givenCourseworks requiredComment coursework
Mandatory11 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.
Mandatory coursework:
Mandatory coursework:Mandatory
Courseworks given:1
Courseworks required:1
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 categoryWeightInvigilationDurationSupport materialsGroupingComment exam
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
100Yes3 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:3 Hour(s)
Comment:
Exam code: VHL 36821
Grading scale:ECTS
Resit:Examination every semester
Type of Assessment: 
Ordinary examination
Total weight: 
100
Workload activityDurationType of durationComment student effort
Teaching30Hour(s)
Online teaching6Hour(s)
Prepare for teaching70Hour(s)
Group work / Assignments39Hour(s)
Examination55Hour(s)
Expected student effort:
Workload activity:Teaching
Duration:30 Hour(s)
Comment:
Workload activity:Online teaching
Duration:6 Hour(s)
Comment:
Workload activity:Prepare for teaching
Duration:70 Hour(s)
Comment:
Workload activity:Group work / Assignments
Duration:39 Hour(s)
Comment:
Workload activity:Examination
Duration:55 Hour(s)
Comment:
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.