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Sistemas de Gestão Empresarial - SAP

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4 ECTS; 1º Ano, 1º Semestre, 24,0 TP , Cód. 201814.

- Sílvio Manuel Valente da Silva

Not applicable

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

The sale and its management.
1.1-Definition of sale
1.2-The importance of selling 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 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 seller
3.3-What is a seller
3.4-Guide for an apprentice salesman
3.5-Attitude of the seller
3.6-Types of sellers
3.7-Objectives of the sellers
4-Preparing the sale.
4.1-Organization of the sales force
4.2-Goals and sales strategies
4.3-Setting the goals of the sales force
4.4-Methodologies for setting goals related to turnover
4.5-Distribution of the sales force
4.6-Size of the sales force
5-Market prospecting; concept, methods and treatment of information.
5.1-Phase of pre-sale
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 success in sales
7.2-The seven steps of selling
7.3-The seven mistakes in sales
7.4-Seven sales steps
7.5-The customer
7.6-Characterization of customers in the tourism sector
7.7-Psychological types of customers
7.8-In the relationship with the customer
8-Negotiation techniques,
8.3-Types of objections
8.4- Handling of objections
9-Techniques for closing the sale.
9.1-Pre-closing the deal
9.3- Closing the deal
10-Deal with customer complaints.
10.1-Management of complaints
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 practical content (50%). Students with a classification lower than 10 (ten) are admitted to the exam.
Exam/Resource - Written test (100%).Approval 10 (ten) values.

- Roger, F. e Ury, W. (2011). Getting Toyes Negotiating Agreement Without Giving In. ,: Penguin
- SCHWAB, L. e , . (2021). Gestão de Vendas. (Vol. 1). Portugal: ACTUAL-Grupo Almedina
- Parra da Silva, M. e Infante, M. e Vaz Ribeiro, A. (2000). Negociação Técnicas & Ferramentas. . ,: Lidel
- Vendas.(2018, 27 de julho). HBR,

Teaching Method
The theoretical contents of the curricular unit will be exposed through practical cases in order to develop skills, analytical skills and critical capacity.

Software used in class




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