Study Guide

Objective

Students will comprehend the importance of communication, interaction and customer psychology in handling customer relations and profitable sales. They can analyse sales negotiations and reflect on their own actions in negotiation situations. Students will be proficient in the different stages of the sales process and will know the main areas of sales work planning and management. They will be able to plan and implement sales and actions supporting customer relations.

Content

Communication and interaction skills in customer relations and negotiations
The ethics of sales work
Stages of a sales negotiation and B to B sales negotiations
Enabling more efficient sales and development in sales work
Sales promotion and public relations in boosting sales
Sales planning and organisation as part of management

Assessment criteria, excellent (5)

The students use concepts expertly and in a variety of ways. They are able to analyse the success of practical sales situations critically and to reflect upon their own work.

Assessment criteria, good (3)

The students use concepts systematically and logically. They are able to select the most suitable sales promotion methods and to assess their usability.

Assessment criteria, satisfactory (1)

The students are able to describe the basic concepts of the sales process and their contents. They are able to describe methods of customer relationship building and sales promotion.