Study Guide

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
- Customer experience
- 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.

Bergström, S., & Leppänen, A. (2021). Yrityksen asiakasmarkkinointi (19., uudistettu painos.). Edita.

Teaching methods

Flipped learning. Mostly independent learning on the net.

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. The student can define the service, its quality, and their components. The student can explain the stages of the service and sales event and the role of sales in marketing communication as a whole. The student can identify service gaps and elements of service quality in both personal and digital services. The student can 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 thoroughly and widely. The student can 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 marketing communication as a whole. The student can identify service gaps and elements of service quality in both personal and digital services. The student can evaluate the success of customer service and sales both for the client and for his / her own business. The student can plan sales work and its management.

Assessment methods and criteria

Exercises and exam.