Customer Experience and Sales - Opinto-opas

After having completed this course or attained an equivalent competence level, the student:
• is able to define sales processes and basic concepts
• identifies customer needs and development targets
• identifies and describes the stages of a sales process and can sell their own ideas
• operates in a service-oriented manner and provides solutions to customer needs and understands the influence of culture in the sales process
• is able to evaluate the factors influencing the customer experience, including ethics, sustainability and global megatrends.

This class is part of the Haaga-Helia key competences.

This class is structured around the following themes:
- The sales function, sales roles and responsibilities, B2C vs. B2B
- Sales process and typical sales cycle
- FAB-analysis
- Customer Experience and purchase process
- Key elements of a successful sales interaction

Student:
• can define sales-related concepts and processes and name sales-related goals. Identifies internal and external customers.
• can describe the stages of a sales encounter and the factors that affect the customer experience.

Student:
• can formulate goals related to sales and customer encounters.
• can collect information related to the customer experience from various data sources and channels. Understands the importance of long-term and profitable customer relationships in business.
• can act in a service-oriented and customer-oriented manner in a sales situation.
• can also evaluate the factors influencing the customer experience from the perspective of sustainable development and culture.
• can present their own ideas.

Student:
• can evaluate sales and customer interaction goals.
• can analyse customer needs to develop customer experience.
• can act purposefully in a sales situation and produce various solutions to customers’ needs.
• can also evaluate the factors influencing the customer experience from the perspectives of ethics, sustainable development and global megatrends.
• can present his/her own solutions professionally.

When the implementation type of the course is contact, online or blended it is required that the student is present during those teaching hours that are marked in the study schedule. If you are absent more than 25 %, your grade will be lowered by one. If you are absent more than 50 %, the course is failed.

This course is a part of all Haaga-Helia's degrees and the student can participate in any implementation. This implementation is aimed at students of Bachelor of Business Administration degree. This means that the contents of materials and exercises are degree-specific. The competence goals and assessment criteria are identical for every implementation.

Materials given out during the course
Armstrong, G., Kotler, P. & & Opresnik M.O.. Marketing: an introduction. 2020 (tai mahdollisimman tuore). Pearson.
Manning, Reese & Aherne. 2014 or later. Selling today. Pearson Education.

Various visitors from businesses Assignments linked to working life and real businesses

Pasila Campus

English

15.01.2024 - 15.03.2024

Learning assignments and weights: - 40 points: Sales Manual group assignment - 30 points: Individual assignment consisting of: 1) Sales and Customer Experience in Media - media monitoring analysis (10 points) 2) Moodle Quiz (10 points) 3) Me as a Sales Professional essay (10 points) - 10 points: Sales Role Play & peer and self review - 20 points: Attendance and active participation

02.01.2024 - 12.01.2024

Class twice a week in Pasila

IBE2PA1
CONTACT

Anu Nieminen

15 - 45

Via the assignments you collect points. The grading is defined based on the following table:

90-100 points 5
80-89 points 4
70-79 points 3
60-69 points 2
50-59 points 1

INTBBA International Business

0.00 cr

H-5