Course outline

School

Economics & Social Sciences

Department

Business Administration

Level of Studies

Undergraduate

Course code

805

Semester

 8^ο

Course title

Sales and Customer Relationship Management

INDEPENDENT TEACHING ACTIVITIES

Weekly teaching hours
-

ECTS

4

5

Type of course

ELECTIVE

Prerequisite course

ΝΟ

Language of instruction and exams

Greek

The course is offered to Erasmus students

ΝΟ

Course URL

https://eclass.uth.gr/courses/

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

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

Adapting to new situations

Decision-making

Independent work

Teamwork

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, Motivation and reward of Sellers
14.   Supervision and Evaluation of Sellers
15.   Cost and Performance Sales Analysis

TEACHING METHOD

face-to-face

USE OF INFORMATION AND COMMUNICATION TECHNOLOGIES

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

TEACHING ORGANIZATION

STUDENT EVALUATION

Final written exams and optional Assignments during the semester

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

ISBN 9786188281295

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

ISBN 9789925575473

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