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SALES MANAGEMENT AND CUSTOMER RELATIONS

MODULE HANDBOOK

(1)    GENERAL INFORMATION

SCHOOL

SCHOOL OF ECONOMIC AND MANAGEMENT STUDIES

DEPARTMENT

DEPARTMENT OF BUSINESS ADMINISTRATIONS

LEVEL OF STUDY (BSc/MSc)

BSc

COURSE CODE

805

SEMESTER

8th

COURSE TITLE

SALES MANAGEMENT AND CUSTOMER RELATIONS

INDEPENDENT TEACHING ACTIVITIES
in case the credits are awarded in separate parts of the course e.g. Lectures, Laboratory Exercises, etc. If the credits are awarded uniformly for the whole course, indicate the weekly teaching hours and the total number of credits.

WEEKLY TEACHING HOURS

CREDIT UNITS

4

5

 

 

Add rows if needed. The teaching organization and teaching methods used are described in detail in (d).

COURSE TYPE

general background, special background, general knowledge specialization, skills development

knowledge specialization

PREREQUISITE COURSES:

 

NO

LANGUAGE OF TEACHING and EXAMS:

GREEK

IS THE COURSE OFFERED TO ERASMUS STUDENTS

NO

ELECTRONIC COURSE PAGE (URL)

(2)    LEARNING OUTCOMES

Learning Outcomes

The learning outcomes of this course, knowledge and skills that will be gained, and abilities of an appropriate level that students will acquire after the successful completion of the course.

Refer to Appendix A.

  • Description of the Level of Learning Outcomes for each course of study according to the Qualifications Framework of the European Higher Education Area
  • Descriptive Indicators of Levels 6, 7 & 8 of the European Qualifications Framework for Lifelong Learning and Annex B
  • Summary Guide for writing Learning Outcomes

Sales are the most important function of the business, because not only the profitability, but the viability of the Enterprise depends on the sales volume.

The course aims at the student's understanding initially the function of sales, but also the Role of Sales in the context of Marketing Strategy.

The operation of sales concerns not only the development of the company's strategy at the level of sales network development, but also the development of skills at the level of the sales department's personnel. For this reason, sections of the course concern Personal Sales, Recruitment, Selection and Recruitment of Sellers, Salespeople Training, as well as Incitement and Remuneration of Sellers.

At the same time, customer relationship management is particularly important in the field of sales, because it is directly linked to customer satisfaction and customer loyalty.

The final goal of the course is for students to be able, in terms of sales operation, to plan, to organize, to set goals, to forecast and perform a cost of sales analysis.

General Skills

Taking into account the general skills that the graduate must have acquired (as they are listed in the Diploma Supplement and are listed below) which of the following is the aim of the course ?

Search, analysis and synthesis of data and information, using the necessary technologies

Adaptation to new situations

Decision making

Autonomous work

Teamwork

Working in an international environment

Work in an interdisciplinary environment

Production of new research ideas  

Project design and management

Respect for diversity and multiculturalism

Respect for the natural environment

Demonstration of social, professional and moral responsibility and sensitivity in gender issues

Exercise criticism and self-criticism

Promoting free, creative and inductive thinking

……

Other…

…….

ü  Search, analyze and synthesize data and information, using the necessary technologies

ü  Adapting to new situations

ü  Decision-making

ü  Independent work

ü  Teamwork

(3)    COURSE CONTENT

 

The modules of the course include:

 

  1. The function of sales in the modern business
  2. The Role of Sales inthe Context of Marketing Strategy
  3. The Selling Process - Sales Forms and Types
  4. The retail
  5. Sales planning and strategy
  6. Organize a sales network
  7. Sales Forecasting – Sales Targets
  8. Personal Sales
  9. Customer relationship management (CRM)
  10. Customer satisfaction and loyalty
  11. Managing customer complaints
  12. After sales management
  13. Recruitment, Training and Recruitment of Sellers
  14. Motivation and reward of Sellers
  15. Supervision and Evaluation of Sellers
  16. Cost and Performance Sales Analysis

 

 

(4)    TEACHING AND LEARNING METHODS - EVALUATION

TEACHING METHOD
Face to face, distance learning, etc..

Face-to-face teaching

USE OF INFORMATION AND COMMUNICATION TECHNOLOGIES
Use of ICT in Teaching, in Laboratory Education, in Communication with students

Use of ICT in Teaching and internet communication with the students.

TEACHING ORGANIZATION

The teaching methodologies are described in detail.

Lectures, Seminars, Laboratory Exercise, Field Exercise, Bibliography study & analysis, Tutoring, Internship (Placement), Clinical Exercise, Art Workshop, Interactive teaching, Study visits, Study work, artwork, creatio, etc

 

Indicate the student's study hours for each learning activity as well as the non-guided study hours according to the ECTS principles

Activity

Semester Workload

Lectures

13

Practical Exercise

26

Publications study

40

Assignments

40

Exams’ Preparation

40

Final Examination

2

Course Total  Effort

161

STUDENT EVALUATION

Description of the evaluation process

 

Assessment Language, Assessment Methods, Formative or Concluding, Multiple Choice Test, Short Answer Questions, Essay Development Questions, Problem Solving, Written Assignment, Report / Report, Oral Examination, Public Presentation, Public Presentation, Others

 

Explicitly defined assessment criteria are stated and if and where they are accessible to students.

Final written exams and optional Assignments during the semester

(5)    BIBLIOGRAPHY

Sales Management: Strategic approach

Book Code in Eudoxus: 94702446

Edition: FIRST EDITION/2020

Authors: SAMANTA IRINI, KARNACHORITE DIMITRIOS

ISBN: 978-960-359-164-1

Type: Textbook

Testator (Publisher): EVGENIA AST.BENOU

Effective sales organization & management

Book Code in Eudoxus: 68394599

Authors: Avlonitis I.G., Stathakopoulos M.B.

2nd edition Year Run. Version: 2017

ISBN9786188281295

UNIBOOKS IKE Publications

Tying Soft Cover / Dimensions: [17 x 24]

Number of Pages: 576

Testator (Publisher): UNIBOOKS PC

Type Textbook

Retail Management

Book Code in Eudoxus: 86056207

1st edition Year of Current Edition: 2020

ISBN9789925575473

Tying: Soft Cover Dimensions: [21 x 29]

Number of Pages: 704

Διαθέτης (Εκδότης): BROKEN HILL PUBLISHERS LTD

Type: Textbook

   Management and organization of sales

Book Code in Eudoxus: 29496

Συγγραφείς: Stanton William J.,Buskirk Richard H.

Issue Number: 1st ed. Year of Current Edition: 1992

ISBN960-02-0949-9

Tying: Soft Cover /  Dimensions: [17 x 24]

Number of Pages: 284

Testator (Publisher): PAPAZISIS PUBLICATIONS S.A.

Type  : Textbook