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Customer Service and Sales (5cr)

Code: LT00BT72-3005

General information


Enrollment
17.04.2023 - 06.09.2023
Registration for the implementation has ended.
Timing
02.10.2023 - 17.12.2023
Implementation has ended.
Number of ECTS credits allocated
5 cr
Local portion
1 cr
Virtual portion
4 cr
Mode of delivery
Blended learning
Unit
SeAMK Business Management and SME Business Management
Campus
SeAMK Seinäjoki, Frami
Teaching languages
Finnish
Degree programmes
Bachelor of Business Administration, SME Business Management
Teachers
Kristiina Mutka-Vierula
Course
LT00BT72

Evaluation scale

1-5

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

Materials

Material provided by the teacher.
Partly for examply: Grönroos C. 2015. Palvelujen johtaminen ja markkinointi, Löytänä J. ja Kortesuo K. 2011. Asiakaskokemus, palvelubisneksestä kokemusbisnekseen. Hänti S., Kairisto-Mertanen L., Kock H. 2016. Oivaltava myyyntityö. Asiakkaana organisaatio.

Teaching methods

Flipped learning. Mostly independent learning on the net.

Student workload

Opiskelijan kokonaistyömäärä on noin 130 tuntia. Siitä lähiopetusta on 4 tuntia ja loput verkko-opetusta.

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.

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