Study Guide

Objective

Student understands the characteristics of B2B sales, customer journey and impact of excellent customer experience with partner network in enhancing brand value and customer loyalty. A student learns the phases and importance of a sales process in building, managing and developing successful sales teams knows how to use the Lean tools in continuous improvement of sales work.

Content

Business-to-business sales skills, customer understanding and efficient sales process as key elements for successful sales operations in an organisation. Creating, following and continuously improving the sales processes and best practices in sustaining and advancing the sales productivity and customer value.

Materials

Michael J. Webb, Sales Process Excellence

Teaching methods

Student understands the characteristics and elements of B2B sales excellence management and how it will enhance the customer experience, brand value and customer loyalty. The student learns the phases of a sales process. The students understand the importance of building, managing and developing successful sales teams, professional partner network and long-term customer relations. The students understand the importance of continuous improvement and learns the Lean tools that help to continuously improve the sales work.
In the course we will gather a sales excellence portfolio.
The course consists of lectures, independent assignments to build the portfolio and some small group workshops and brainstorming for the portfolio projects.

Student workload

Student workload is divided as follows: Lectures and exercises 33h. Individual & group work/readings and written assignments 100 h. On average, the total sum of student workload is 133 h. The individual work part of the course can be done online.

Further information

Prerequisites to the course are the basics of marketing and basics of selling or equivalent (eg. Personal Selling).

Evaluation scale

H-5

Assessment methods and criteria

Assessment scale: 0-5.
General evaluation criteria of Karelia UA.S
Assessment criterias given during the first lecture.