Customer Service and Sales (5 cr)
Code: LT00BT72-3003
General information
Enrollment
01.05.2021 - 22.10.2021
Timing
16.10.2021 - 22.12.2021
Credits
5 op
Virtual proportion (cr)
4 op
Teaching languages
- Finnish
Degree programmes
- Bachelor of Business Administration, SME Business Management
Teachers
- Kristiina Mutka-Vierula
Student groups
-
MPK21
Objective
The student is able to define the service, its quality and their components. The student is able to explain the stages of the service and sales event and the role of sales in the marketing communication as a whole. The student is able to identify service gaps and elements of service quality in both personal and digital services. The student is able to evaluate the success of customer service and sales both for the client and for his / her own business. The student is able to plan sales work and its management.
Content
- Service and sales event and their phases
- Digital service
- Challenging customer situations
- Communicating with different clients
- Quality of service
- Communication and interaction in customer service situations
- The role of sales in marketing communications
- Sales Management Areas
Evaluation scale
1-5
Assessment criteria, satisfactory (1)
The student has completed the given tasks. The student is able to define the service, its quality and their components. The student is able to explain the stages of the service and sales event and the role of sales in the marketing communication as a whole. The student is able to identify service gaps and elements of service quality in both personal and digital services. The student is able to compare to some extent the success of customer service and sales both for the client and for his / her own business.
Assessment criteria, good (3)
The student has completed the given tasks well. The student is able to define the service, its quality and their components. The student is able to explain the stages of the service and sales event and the role of sales in the marketing communication as a whole. The student is able to identify service gaps and elements of service quality in both personal and digital services. The student is able to evaluate the success of customer service and sales both for the client and for his / her own business.
Assessment criteria, excellent (5)
The student has performed the assignments excellently. The student is able to define the service, its quality and their components. The student is able to explain the stages of the service and sales event and the role of sales in the marketing communication as a whole. The student is able to identify service gaps and elements of service quality in both personal and digital services. The student is able to evaluate the success of customer service and sales both for the client and for his / her own business. The student is able to plan sales work and its management.