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:
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

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

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
Information

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