MASTER SYLLABUS

2020-2021

A.	Academic Division: Business, Industry and Technology

B.	Discipline: Business Administration

C.	Course Number and Title: BUSM1130 Principles of Selling and Customer Service

D.	Course Coordinator: Lynn Jones

Assistant Dean: Toni Johnson, PhD

Instructor Information:

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E.	Credit Hours: 3

F.	Prerequisites: ENGL 0040 (minimum grade of C-) or qualifying placement test score

G.	Syllabus Effective Date: Fall, 2020

H.	Textbook(s) Title:

Customer Service, A Practical Approach

Author: Elaine K. Harris

Copyright Year: 2013

Edition: 6th

Publisher: Pearson

ISBN #: 9780133002737 for etext

The Power of Selling

Author: Kimberly Richmond

Copyright Year: 2019

Edition: Version 2.0

Publisher: Flatworld

ISBN #: 9781453395257

Workbook(s) and/or Lab Manual: None

J.	Course Description: This course provides a conceptual understanding of the skills, duties, and responsibilities required of salespeople and those involved with customer service. The selling process and such concepts as relationship selling, trust and connections are presented within a context of ethical behavior. After sales support and effective customer service strategies are described. Negotiation, conflict management and creative problem-solving skills are applied.

K.	College-Wide Learning Outcomes

College-Wide Learning Outcomes	Assessments - - How it is met & When it is met
Communication – Written
Communication – Oral
Intercultural Knowledge and Competence
Critical Thinking
Information Literacy
Quantitative Literacy

L.	Course Outcomes and Assessment Methods:

Upon successful completion of this course, the student shall:

Outcomes	Assessments – How it is met & When it is met
Describe professional careers in sales and customer service and define the megatrends and ethical/legal issues facing these professions.	Exams/quizzes throughout the semester but primarily assessed on exam before or during week 6.
Describe the importance of knowing your company, products, and markets, and being able to thoroughly define customer segments and their behaviors.	Exams/quizzes throughout the semester but primarily assessed on exam before or during week 6.
Describe effective communication modes, styles and methods as they apply to working with diverse customers.	Exams/quizzes and exercises throughout the semester but primarily assessed on exam before or during week 6.
Summarize how to establish a customer service oriented culture by defining effective post-sales support and customer service describing the importance of relationships to successful selling and customer service.	Exams/quizzes and exercises throughout the semester but primarily assessed on exam before or during week 6.
Define the steps and stages of the selling and buying processes to include: a detailed description of the sales call, sales presentation, and negotiation of “sales resistance.” Identify reasons for failing to close the sale. Demonstrate effective techniques to mitigate roadblocks to closing the sale.	Exams/quizzes and exercises throughout the semester but primarily assessed on exam during or before week 12. Consultative Sales Presentation completed week 15.
Identify organizational strategies and performance key process indicators used in sales and customer service departments.	Exams/quizzes throughout the semester but primarily assessed on exam before or during week 16.
Identify the elements of continuous training and education for employees including personal self-development approaches to insure a successful careers in sales and customer service	Exams/quizzes throughout the semester but primarily assessed on exams before or during week 16.
Demonstrate interpersonal public speaking skills by providing an effective consultative selling presentation.	Consultative Sales Presentation completed week 16.

M.	Topical Timeline (Subject to Change):

Week 1:	An Overview of Personal Selling and Customer Service

Week 2:	Ethical Challenges, Careers, and Trends

Week 3:	Creating Value through Relationships and a Customer-Centered Culture

Week 4:	Effective Communication

Week 5:	Creating Product Solutions and Creative Problem Solving

Week 6:	Understanding the Customer (the buying process, handling complaints, listening skills)

Week 7:	Developing and Qualifying Prospects

Week 8:	Approach Strategies

Week 9:	Creating Sales Presentations that Add Value

Week 10:	Handling Objections and Coping with Challenging Customer

Week 11:	Closing the “Sale”- The Power of Negotiating to a Win

Week 12:	Post-Sale Relationship Building

Week 13:	Self-Management, Motivation, and Continuous Learning

Week 14:	Organizational Strategies, Customer Retention, and Key Process Indicators

Week 15:	Globalization and Technology (including CRM)

Week 16:	Consultative Sales Presentations

N.	Course Assignments:

At a minimum, the following activities will be part of every offering of this course:

Textbook reading – test/quiz questions are required to cover content from the assigned text (tests/quizzes are graded).

Exercises including role play

Consultative Selling Presentation

O.	Recommended Grading Scale:

NUMERIC	GRADE	POINTS	DEFINITION
93–100	A	4.00	Superior
90–92	A-	3.67	Superior
87–89	B+	3.33	Above Average
83–86	B	3.00	Above Average
80–82	B-	2.67	Above Average
77–79	C+	2.33	Average
73–76	C	2.00	Average
70-72	C-	1.67	Below Average
67–69	D+	1.33	Below Average
63-66	D	1.00	Below Average
60-62	D-	0.67	Poor
00-59	F	0.00	Failure

P.	Grading and Testing Guidelines:

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Q.	Examination Policy:

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R.	Class Attendance and Homework Make-Up Policy:

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S.	Classroom Expectations:

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T.	College Procedures/Policies:

Important information regarding College Procedures and Policies can be found on the syllabus supplement located at

http://catalog.ncstatecollege.edu/mime/download.pdf?catoid=5&ftype=2&foid=3