AB-3-013

• Business administration 2018 (logistics) - Sales and customer management
• Business administration 2018 (marketing) - Sales and customer management
• Business administration 2018 (tourism) - Sales and customer management
• Business administration 2019 - Sales and customer management
• Business administration 2020 - Sales and customer management

• 1 (2020-08-01 to 2020-10-25)
• 2 (2020-10-26 to 2020-12-31)

Swedish

Optional

First

3

10 cr

The aim of the course is to give the student a basic understanding
of personal sales and the ability to carry out the sales process
both when acquiring new customers and when managing current
customers. In addition, the goal is for the student to have a good
foundation for being able to independently improve in personal
sales.

After completing the course the student must be able to
understand what personal sales is and its role in a business, ability
to understand the motives why customers buy, direct sales to the
right people, generate new business opportunities, conduct
meetings with new and current customers, perform the sales
presentation in a customer-oriented way and connect the
customer to a collaboration. In more detail, the student must
understand what personal sales means and what customer value
is, what elements a sales process consists of and how the process
should be carried out. The student must understand the
salesman's strategic position with the customer and based on this
be able to prepare meetings with both new and current customers,
set a goal and compile an agenda for the meeting and write a list
of relevant questions. Upon initial contact with the customer, the
student must be able to arouse an interest in the customer. The
student should be able to use different questioning techniques
and the art of listening to the customer to clarify customers'
situation and needs and what things influence a decision. The
student must be able to create customer-oriented sales
arguments, be able to present the arguments at the right time and
in the right way and handle objections from the customer. The
student must have knowledge of what things are included in the
negotiation of a deal. The student must understand tactical
alternatives and what tactical measures a buyer can apply and
how the seller can handle them. The student must be able to
complete a sales process and handle and follow up on a purchase,
but also handle a situation with an opposite result. In addition to
the usual meetings with customers, the student must be able to
apply personal sales in special situations such as inbound sales,
trade fairs and seminars and handle complaints from customers.
The student must always be able to meet the customer in a
pleasant way and interpret the customer's speech and body
language and be able to give a suitable speech and body
language. In addition, the student must be able to choose a
suitable outfit for different situations. The student must be able to
independently develop his/her knowledge and skills in personal
sales.

All the courses from the first year must be completed.

Non

Selling and Sales Management, David Jobber, Geoffrey Lancaster,
Kenneth Le Meunier-FitzHugh, 2019, Eleventh Edition, Pearson

Selling, Nick Constable, 2010, HarperCollins Publishers

A digital version of both books is available at perlego.com

Other material that will be handed during the lectures.

• Lectures - 32 hours
• Practical exercises - 15 hours
• Individual studies - 223 hours

• Total workload of the course: 270 hours
• Of which autonomous studies: 270 hours
• Of which scheduled studies: 0 hours

Multiform education

• Exams (written-, oral-, home-)
• Demonstrations and proficiency exams
• Essays, reports, productions and portfolio

For a passing grade, the student must complete at least 100 credits
of the course's maximum 200 credits and perform all homework,
exercises, presentations and exams with credits that correspond to a
pass.

• Henriksson Robert
• Kietz Tove

Henriksson Robert

https://arcada.itslearning.com/ External link

No limit (22 students enrolled)

12 months after course has ended

2020-05-18 to 2020-09-01

• Date of examination will be announced later - Exams
• Date will be announced later - Demonstrations and presentations
• Date will be announced later - Reports and productions