BUSM 1130 - Principles of Selling and Customer Service

Academic Division: Business, Industry and Technology
Academic Discipline: Business Management

Assistant Dean: Brooke Miller, M.B.A.

3 Credit(s)
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. UG

3 Lecture Hour(s);

Required Prerequisite Course(s): ENGL 0040 (either with minimum grade of C-), or qualifying placement test score

College Wide Outcomes

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

Student Learning Outcomes for Course

Outcomes	Assessments – How it is met & When it is met
1. 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.
2. 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.
3. 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.
4. Summarize how to establish a customer service oriented culture by a. defining effective post-sales support and customer service b. 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.
5. Define the steps and stages of the selling and buying processes to include: a. a detailed description of the sales call, sales presentation, and negotiation of “sales resistance.” b. Identify reasons for failing to close the sale. c. 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.
6. 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.
7. 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.
8. Demonstrate interpersonal public speaking skills by providing an effective consultative selling presentation.	Consultative Sales Presentation completed week 16.

Standard Grading Scale
93-100 A

90 - 92 A-

87- 89 B+

83 - 86 B

80 -82 B-

77- 79 C+

73 - 76 C

70 -72 C-

67- 69 D+

63 - 66 D

60 -62 D-

00- 59 F

Statement on Diversity
North Central State College believes that every student is a valued and equal member of the community.* Every student brings different experiences to the College, and all are important in enriching academic life and developing greater understanding and appreciation of one another. Therefore, NC State College creates an inclusive culture in which students feel comfortable sharing their experiences. Discrimination and prejudice have no place on the campus, and the College takes any complaint in this regard seriously. Students encountering aspects of the instruction that result in barriers to their sense of being included and respected should contact the instructor, assistant dean, or dean without fear of reprisal.

*Inclusive of race, color, religion, gender, gender identity or expression, national origin (ancestry), military status (past, present or future), disability, age (40 years or older), status as a parent during pregnancy and immediately after the birth of a child, status as a parent of a young child, status as a foster parent, genetic information, or sexual orientation,

Standard NCSC Course Policies
Important information regarding College Procedures and Policies can be found on the syllabus supplement located at this link