•   Customer Experience and Sales SAL001HH1AE-3022 01.01.2024-30.05.2024  5   (INTBBA23SMON, ...) +-
    Learning objectives
    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.
    Starting level and linkage with other courses
    This class is part of the Haaga-Helia key competences.
    Contents
    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
    Assessment criteria
    Assessment criteria - grade 1
    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.
    Assessment criteria - grade 3
    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.
    Assessment criteria - grade 5
    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.
    Learning material and recommended literature

    - 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.

    Campus

    Mondragon

    Teaching language

    English

    Timing

    01.01.2024 - 30.05.2024

    Groups
    • INTBBA23SMON
    • CONTACT
    Teachers

    Kevin Gore, Diego Hernández Campos

    Seats

    15 - 30

    Degree Programme

    INTBBA International Business

    R&D proportion

    0.00 cr

    Virtual proportion

    0.00 cr

    Evaluation scale

    H-5