Study Guide

Objective

The main goal of the course is that you know the sales, marketing and customer service skills necessary in working life. In addition:

- You understand the importance of customer-oriented marketing and quality sales work in business
- You know the competitive means of marketing and know how to use them in the planning and implementation of marketing services
- You know the special features of the service market and the needs of customers
- You know how to create, maintain and develop customer relationships
- You understand the importance of service quality to customer satisfaction
- You know how to trade and sell services in a customer-oriented and profitable way, understanding the importance of social and interaction skills in the customer encounter
- You know how to steer the sales conversation to the best solution for the customer and the organization you represent
- You understand the importance of internal and external communication in business in different channels and know how to plan and implement internal and external communication

Content

Basics of sales and marketing, forest marketing operating environment, practical buying and selling work in the wood trade and sales of forest services, management of forest customers and training in the interpersonal skills required in sales work. In addition:

- The market environment and the service needs and purchasing behavior of service customers
- Marketing competition in the marketing of products and services
- Special features and quality of the service product
- Forms of marketing communication
- Customer relationship management
- Sales and customer service

Evaluation scale

H-5