Customer Service, Sales and Negotiation Skills (3 ECTS)
Code: LEB2001-2024
General information
- Enrollment
- 19.06.2012 - 26.08.2012
- Registration for the implementation has ended.
- Timing
- 01.08.2012 - 21.10.2012
- Implementation has ended.
- Number of ECTS credits allocated
- 3 ECTS
- Mode of delivery
- On-campus
- Campus
- Leiritie 1 (ILTAAMK)
- Teaching languages
- Finnish
- Seats
- 15 - 40
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
Materials
Luentomateriaali
Yhdessä tuotetut tietoiskut
Teaching methods
Interactive lecture
Role play
Further information
Kurssista ei ole tenttiä vaan se suoritetaan harjoitustehtävin.
Evaluation scale
0-5