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Asiakaspalvelu-, myynti- ja neuvottelutaito (LE2001), 3 op
Basic information
| Course name: | Asiakaspalvelu-, myynti- ja neuvottelutaito Customer Service, Sales and Negotiation Skills |
| Course Winha code: | LE2001 |
| Kurre acronym: | |
| Credits: | 3 |
| Type and level of course: | Professional studies |
| Year of study, semester or study period: | 2.year |
| Implementation: | Not defined |
| Semester: | 0708 |
| Language of tuition: | Suomi |
| Teacher: | Tarja Saarinen, Christina Kaarni |
| Final assessment: | Grading scale (0-5) |
Descriptions
Prerequisites
Marketing Planning and Implementation
Course contents (core content level)
The essential points in this course are:
? Selling and customer service as part of the company strategy
? Selling process and its content
? Sales negotiations
? Price negotiations
? Different methods to support the selling process
? Customer experience as a base for the experienced value
? Personal development as a seller and customer service person.
Course contents (additional)
Students are able to manage the development of their own selling and customer service skills. Their decision-making skills in different kind of situations will develop. Students will be able to understand the impact of different business cultures and ethic referring their own work.
Core content level learning outcomes (knowledge and understanding)
Students will understand the role of selling and customer service in a company strategy. They will have a holistic picture of the selling process.
Core content level learning outcomes (skills)
Students have basic qualifications to act in different stages of the selling process. They have understanding of the different customer experiences and needs. They can make a self-assessment as a customer service person, sales person and negotiator and develop themselves in a goal-oriented way.
Recommended reading
Literature will be announced later.
Case material.
Teaching and learning strategies
Lectures and workshops
Practical assignments
Individual working
Teaching methods and student workload
Assessment weighting and grading
Assignments 75 %
Report 25 %
Related competences of the degree programme
Communication and social competence
Personal development
Extensive business competencies
Communication and interpersonal skills