Customer Service, Sales and Negotiation SkillsLaajuus (3 ECTS)

Objective

After concluding the course the student will

• be able recognize the basic concepts and theories of customer service, sales and negotiations.
• know about theoretical and practical tools for customer service, sales and negotiations.
• understand the social construction and situational characteristic of service encounters and sales and negotiation situations.
• be able to critically analyse her/his own customer encounters in respect of course issues.

Content

• the role of customer service, sales and negotiation skills in organizations
• characteristics of good customer service
• customer satisfaction and dissatisfaction
• demanding and problematic service encounters
• the process on selling; essential parts and characteristics
• the process of negotiating; essential parts and characteristics
• sales negotiations and sales presentation
• argumentation skills in sales and negotiations
• challenges in multicultural environment in service encounters, sales and negotiations