Publication in the Diário da República: Despacho n.º 12803/2021 - 29/12/2021
6 ECTS; 1º Ano, 2º Semestre, 14,0 T + 56,0 PL + 14,0 OT , Cód. 600211.
Lecturer
- Sílvio Manuel Valente da Silva (1)(2)
(1) Docente Responsável
(2) Docente que lecciona
Prerequisites
Not applicable.
Objectives
Provide the methods and techniques necessary to perform the functions of a salesperson. Enable students to organize, plan and evaluate a sales force in a company. Identify and critically analyze the different forms of professionalized communication according to their strategies and objectives. Understand the relationship between these different forms of communication and also the evolution that has been observed in each of them.
Program
1-The sale and its management.
1.1-Definition of sale
1.2-The importance of selling in companies
1.3-The old sales model
1.4-The new sales model
2-The nature of the sales process.
2.1-Important moments in sales
2.2-Phases of sale
3-The role of the seller.
3.1-What it takes to be a good salesperson
3.2-What is the profile of a good seller
3.3-What is a seller
3.4-Guide for an apprentice salesman
3.5-Attitude of the seller
3.6-Types of sellers
3.7-Objectives of the sellers
4-Preparing the sale.
4.1-Organization of the sales force
4.2-Goals and sales strategies
4.3-Setting the goals of the sales force
4.4-Methodologies for setting goals related to turnover
4.5-Distribution of the sales force
4.6-Size of the sales force
5-Market prospecting; concept, methods and information processing.
5.1-Phase of pre-sale
5.2-Distribution and point of sale
5.3-Creativity, ease for the customer, cost reduction
5.4-After-sales phase
6-Customer contact planning.
6.1-Service Techniques
6.2-The interview
6.3-Spin Method
7-The presentation of the sale.
7.1-Ten commandments for success in sales
7.2-The seven steps of selling
7.3-The seven mistakes in sales
7.4-Seven sales steps
7.5-The customer
7.6-Psychological types of customers
7.7-In the relationship with the customer
8-Negotiation techniques.
8.1-Presentation
8.2-Argumentation
8.3-Types of objections
8.4- Handling of objections
9-Techniques for closing the sale.
9.1-Pre-closing the deal
9.2-Concessions
9.3- Closing the deal
10-Deal with customer complaints.
10.1-Management of complaints
11-Develop customer relationships.
11.1-Customer loyalty
12-Communication.
12.1-The communication process
12.2-Communication Techniques
12.3-Business communication (internal, institutional and commercial)
12.4-The communication plan
Evaluation Methodology
Continuous assessment: practical work (40%) (individual or in groups) and a test (60%, with a minimum grade of ten).
Normal exam: Exam(100%).
Bibliography
- HBR, . e , . (2018). Vendas. (Vol. 1). Lisboa: Actual
- Parra da Silva, M. e Infante, M. e Vaz Ribeiro, A. (2000). Negociação, Técnicas e Ferramentas. (Vol. 1). Portugal: Lidel
- Roger, F. e Ury, W. e , . (2011). Getting Toyes Negotiating Agreement Without Giving In. USA: Pinguin
- Schwab, L. e , . (2021). Gestão de Vendas. (Vol. 1). Portugal: ACTUAL-Grupo Almedina
Teaching Method
Theoretical-practical classes with board support and audiovisual media.
Resolution of practical cases.
Software used in class
Not applicable.
