Base Knowledge
Non applicable.
Teaching Methodologies
In this curricular unit, the following teaching methods are used:
a) Verbal methods, using exposition, explanation, dialogue, debate and interrogation;
b) Intuitive methods, using demonstration, audio-visual and written texts;
c) Active methods, using group work and case studies.
Learning Results
a) Learn and practice how to serve different publics;
b) Know the dimensions of the sales process;
c) Know the importance of commercial negotiation as a resource;
d) Know the main business models and strategies;
e) Differentiate between integrative and distributive strategies, creating negotiations with principles;
f) To train for the preparation of a negotiation process;
g) Design and manage after-sales services;
h) Know the techniques to deal with complaints;
i) Understand the importance of customer loyalty.
Program
1. Introduction to sales techniques
1.1. Sale and persuasion
1.2. Hard selling and soft selling – traditional vs. relational selling
1.3. The sales professional in the technical and behavioral dimensions
2. The phases of the sale
2.1. Presentation and reception
2.2. Argumentation
2.3. Closing of the sale
3. Sales techniques
3.1. Strategic dimension
3.1.1. Strategic sales plan
3.2. Operational dimension
3.2.1. From strategic objectives to individual sales objectives
3.2.2. Marketing communication in support of sales
3.2.3. The price factor in sales
3.2.4. The importance of a good product
3.2.5. Store management as sales promotion
3.2.6. The importance of product demonstration and experimentation in sales
3.2.7. Cross selling and up selling
4. Negotiation
5. After-sales service
5.1. Dimensions of after-sales service (warranty, technical assistance and relationship)
5.2. Complaints management
6. Public loyalty and loyalty
Curricular Unit Teachers
Grading Methods
- - 1 written test - 100.0%
- - Written test - 50.0%
- - Working paper - 50.0%
Internship(s)
NAO
Bibliography
Carvalho, J. (2004). Negociação, Edições Sílabo.
Carvalho, J. M. (2007). Negociação para (In) Competentes Relacionais. Edições Sílabo.
Chiavenato, I. (2005). Administração de Vendas. Campus.
Gilbert, D. & Compan, C. (2005). As palavras que fazem vender mais. Monitor.
Jesuíno, J. C. (1996). A Negociação, Estratégias e Tácticas. Texto Editora.
Kaufman,. J. (2014). O meu MBA. Seja um mestre em gestão. D. Quixote.
Neves, J., Garrido, M. & Simões, E. (2008). Manual de Competências Pessoais, Interpessoais e Instrumentais. Teoria e Prática. (2ª ed.) Edições Sílabo.
Nierenberg, J. & Ross, I. (2004). Segredos de uma Negociação Bem Sucedida: Estratégias Eficazes para Melhorar as suas Capacidades de Negociação. Editora Plátano.
Sacavém. A., Wezowsky, K. & Wezowsky, P. (2014). A Linguagem corporal revela o que as palavras escondem. TopBooks.
Wilson, M. (1992) Como Formar uma Equipa de Vendas. Editorial Presença.