5 ECTS; 1º Ano, 2º Semestre, 24,0 TP , Cód. 20187.
Lecturer
- Sílvio Manuel Valente da Silva (1)(2)
(1) Docente Responsável
(2) Docente que lecciona
Prerequisites
Not applicable
Objectives
Provide the methods and techniques necessary to perform the functions of a salesperson.
Understand the nature of the sales process and identify all stages of the sale.
Enable students to organize, plan and evaluate a sales force in a company.
Program
1-The sale and its management.
1.1-Definition of sale
1.2-The importance of sales in companies
1.3-The old sales model
1.4-The new sales model
2-The nature of the sales process.
2.1-Important moments in sales
2.2-Phases of the sale
3-The role of the seller.
3.1-What it takes to be a good salesperson
3.2-What is the profile of a good salesperson
3.3-What is a seller
3.4-Guide for an apprentice salesperson
3.5-Seller's attitude
3.6-Types of salespeople
3.7-Goals of the sellers
4-The preparation of the sale.
4.1-Organization of the sales force
4.2-Goals and sales strategies
4.3-Setting sales force objectives
4.4-Methodologies for setting goals related to turnover
4.5-Sales force distribution
4.6-Dimension of the sales force
5-Market research; concept, methods and treatment of information.
5.1-Pre-sale phase
5.2-Distribution and point of sale
5.3-Creativity, ease for the customer, cost reduction
5.4-After-sales phase
6-Customer contact planning.
6.1-Service techniques
6.2-The interview
6.3-Spin Method
7-The presentation of the sale.
7.1-Ten commandments for sales success
7.2-The seven steps of the sale
7.3-The seven mistakes in sales
7.4-Seven sales steps
7.5-The customer
7.6-Characterization of clients in the tourism sector
7.7-Psychological types of clients
7.8-In the relationship with the customer
8-Negotiation techniques,
8.1-Presentation
8.2-Argumentation
8.3-Types of objections
8.4-Treatment of objections
9-Techniques for finalizing the sale.
9.1-Pre closing deal
9.2-Concessions
9.3-Closing the deal
10-Deal with customer complaints.
10.1-Complaints management
11-Develop relationships with customers
11.1- Cross-selling and up-selling
11.2- Customer maintenance
11.3- Customer loyalty
Evaluation Methodology
Continuous assessment: Test theoretical content(50%), Test pratical content(50%).Os students with a rating lower than 10 (ten) are admitted to the exam.
Exam / Appeal - Written test (100%) Approval 10 (ten) values.
Bibliography
- Jobber, D. e Lancaster, G. (1997). Selling and sales management. Reino Unido: Pitman Pub.
- Johnson, E. e Kurtz, D. e Scheuing, E. (1994). Sales management - concepts,pratices and cases.. (Vol. -). EUA: McGraw-Hill International Ed.
- Parra da Silva, M. e Infante, M. e Vaz Ribeiro, A. (2000). Negociação Técnicas & Ferramentas. (Vol. -). -: Lidel
- Roger, F. e Ury, W. (2011). Getting Toyes Negotiating Agreement Without Giving In; . -: Penguin
Teaching Method
The theoretical contents of the curricular unit will be exposed through practical cases in order to develop skills, analysis and critical skills.
Software used in class
Not applicable
