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May 14, 2024
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MNGT 182 Creative Sales and Customer Relationship Management (5 credits)
Course Description
In the workplace today, we need to know how to meet/exceed internal and external customer expectations and engage in the selling process. This course gives students the tools for successful workplace customer engagement leading to customer loyalty. It also trains the selling process which is used to sell products, services, and ideas.
Student Outcomes
1. Identify and apply the various elements of the sales process including pre-approach, prospecting, approaching, recognizing the problem, the presentation, handling objections, closing the sale, and following up with the customer.
2. Analyze and explain the various elements of a customer service culture including the following: service philosophy; organizational mission, policies, and procedures; customer feedback techniques; employee behavior, roles, and expectations.
3. Develop and apply strategies for communicating across cultures with different behavioral and personality styles.
4. Develop and apply strategies for handling difficult customer encounters including dissatisfied, indecisive, angry, demanding, rude, and talkative customers.
5. Develop and deliver effective professional oral presentations.
6. Develop a manual that demonstrates effective sales and customer service principles.
7. Explain basic ethical standards in a professional environment.
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