Knowledge

The student ...

has knowledge of the various processes associated with personal sales with emphasis on the sales process seen in connection with customers' needs and decision-making processes
has knowledge of how service providers plan service delivery and improve existing services.
has knowledge of how customer relationships are handled and expectations management is applied.
has knowledge of how service management systems can be used to influence service quality, customer satisfaction and profitability.
has knowledge of how service and service delivery design is performed.
has knowledge of the connection between customers' decision-making processes and sales processes
know different sales techniques and how these can create progress in decision-making processes
has knowledge of key tasks and issues within influence related to sales and service

Skills

The student ...

can analyze various purchasing processes and identify the customer's needs and decisions
can map the customer's experience of a service process
can carry out systematic situation analyzes to uncover causes of gaps in service quality
can use relevant practical tools for mapping service delivery and design of service improvements
can plan, organize and implement targeted sales efforts in different contexts and based on different customer needs

General competence

The student ...

has insight into how service companies work strategically with the development of service offerings, marketing, service management, as well as service planning and continuous service improvement
can convey key subject matter, issues and solutions both in writing and through other relevant forms of expression
is aware of the role that sales and relationship building play in the company's value creation and how sales and relationship management are an integral part of the company's marketing

Subject description SKO1100

Sales Psychology and Customer Experience