Management and sales techniques

Nothing special.

The course will be taught through a combination of teaching methodologies, aiming to promote the acquisition of theoretical knowledge and the development of practical and interpersonal skills. The adopted pedagogical strategies include:

• Expository Methodology – used for the systematic presentation of fundamental theoretical content, facilitating the understanding of the main concepts, techniques, and models related to customer relationship management and sales techniques.

• Interrogative Methodology – applied to stimulate students’ critical thinking through structured dialogue between instructor and students, promoting reflection on practical cases, industry experiences, and real customer interaction situations.

• Demonstrative Methodology – focused on presenting practical examples and simulated customer interactions, allowing for the observation and analysis of behaviors, communication strategies, and sales processes.

• Active Methodologies – using group dynamics, role-playing, case studies, and practical exercises to engage students in a participatory learning process focused on problem-solving and the application of knowledge in simulated contexts.

The main objective of this course is to provide students with the knowledge and tools that enable them to constructively and effectively manage customer relationships, even in demanding or potentially sensitive contexts. It also aims to enable students to master key sales techniques, aiming to improve sales performance and the effectiveness of sales strategies within organizations. Customer satisfaction and loyalty, as well as enhancing the institutional image, are central pillars in the development of these skills.

Throughout the course, students must develop interpersonal communication skills, focusing on building professional relationships based on empathy, warmth, and trust. The capacity for self-reflection and self-awareness will also be encouraged, fostering a conscious and ethical relational attitude tailored to different client profiles and organizational contexts. These skills are essential for effective professional performance aligned with the principles of excellence in service and institutional representation.

1 – Attitudes and communication
2 – The formulation of questions, argumentation and answers by the client
3 – The assertiveness versus escape, attack or manipulation
4 – Assertiveness in time management and conflict
5 – The prejudices and preconceived ideas
6 – Conflicts and problems in interpersonal relationships
7 – The personalized service
8 – Principles of sale
9 – A persuasive argument in service and sales
10 – The behaviors of buying and the selling
11 – The Sales Interview
12 – The presentation of products / services
13 – The Negotiation
14 – Objections on sale
15 – Preparation, completion and closing presentation meetings

NAO