COURSE SYLLABUS

SALES TECHNIQUES

1	Course Title:	SALES TECHNIQUES
2	Course Code:	PZRS031
3	Type of Course:	Optional
4	Level of Course:	Short Cycle
5	Year of Study:	2
6	Semester:	4
7	ECTS Credits Allocated:	3
8	Theoretical (hour/week):	1
9	Practice (hour/week) :	2
10	Laboratory (hour/week) :	0
11	Prerequisites:	no prerequisite
12	Recommended optional programme components:	None
13	Language:	Turkish
14	Mode of Delivery:	Face to face
15	Course Coordinator:	Öğr. Gör. Dr. HANDE ARIKAN KILIÇ
16	Course Lecturers:	Meslek Yüksekokulları yönetim kurullarının görevlendirdiği öğretim elemanları
17	Contactinformation of the Course Coordinator:	arikanh@uludag.edu.tr Tel:(0224)6133102/61510
18	Website:
19	Objective of the Course:	To ensure that the students shall have detailed knowledge of sales and sales processes
20	Contribution of the Course to Professional Development	The individuals who will work as salespeople to have a command of basic sales techniques, meeting objections, closing sales and basic communication skills.

Learning Outcomes:

1	Being able to comprehend the place of personal sales within the marketing process;
2	Being able to describe the advantages and disadvantages of personal sales;
3	Being able to use body language, empathy and efficient communication process in personal sales;
4	Being able to comprehend and apply the characteristics of personal sales;
5	Being able to manage CRM based studies;
6	Being able to constitute and apply a Customer Complaint Management system;
7	Being able to follow up the process between order processing and product delivery date;
8	Being able to constitute and direct sales techniques required in crisis periods;
9	Being able to manage the process of after sales - customer loyalty;

22	Course Content:

Week	Theoretical	Practical
1	Introduction to personal selling	Relevant examples
2	Sales representative concept and sales representative features	Relevant examples
3	Information gathering and preparation in personal selling process	Relevant examples
4	Approach to customer candidates and used approach tecniques	Relevant examples
5	Presentation techniques in the personal selling process	Relevant examples
6	Sales presentation mix and personal sales presentation strategies	Relevant examples
7	The concept of closing sales and closing sales techniques	Relevant examples
8	Closing sales approaches	Relevant examples
9	Closing question techniques	Relevant examples
10	Recommended sales	Relevant examples
11	Termination of the sales process	Relevant examples
12	After-sales customer service and basic elements of the services provided	Relevant examples
13	After-sales service approach and methods	Relevant examples
14	Customer complaints and complaint management	Relevant examples

23	Textbooks, References and/or Other Materials:	Kişisel Satış Teknikleri, Anadolu Üniversitesi Açıköğretim Fakültesi Yayını Kişisel Satış Teknikleri, Prof. Dr. Aypar Uslu, Beta Basım Yayım Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Prof. Dr. Yavuz Odabaşı, Sistem Yayıncılık
24	Assesment

TERM LEARNING ACTIVITIES	NUMBER	PERCENT
Midterm Exam	1	40
Quiz	0	0
Homeworks, Performances	0	0
Final Exam	1	60
Total	2	100
Contribution of Term (Year) Learning Activities to Success Grade		40
Contribution of Final Exam to Success Grade		60
Total		100
Measurement and Evaluation Techniques Used in the Course	Measurement and evaluation is carried out according to the principles of Bursa Uludağ University Associate and Undergraduate Education Regulation.
Information	Results are determined with the letter grade determined by the student automation system.

ECTS / WORK LOAD TABLE

CONTRIBUTION OF LEARNING OUTCOMES TO PROGRAMME QUALIFICATIONS

LO: Learning Objectives

PQ: Program Qualifications

Contribution Level:

1 Very Low

2 Low

3 Medium

4 High

5 Very High