Course 2019-2020 a.y.

The role and contribution of salespeople in the selling firm’s processes are addressed. The focus is on the following topics:

• Managing the selling process: from transaction to relationship.
• The changing role, nature and activities of salespeople.
• Key competencies, skills and behaviours of salespeople.
• Analyzing and managing a portfolio of relationships with customers.
• The impact of technology on the sales job.
• From selling products to selling solutions and value.
• Managing interpersonal relationships with customers.
• Managing the different phases of the selling process: from prospecting to follow-ups
• Listening skills.
• Communication skills.
• Negotiation skills.

• Explain the typical talents possessed by successful salespeople.
• Illustrate and understand the typical activities performed by salespeople.
• Describe analytical tools and decision-making methods to practical choices.
• Recognize own behaviours and counterparts' behaviours in interpersonal interactions.
• Explain how listening, communication and negotiation skills in interpersonal interactions work.
• Learn how to best manage each phase of the typical selling process.

• Apply in practice the key concepts and principles learnt.
• Apply analytical tools and decision-making methods to practical choices.
• Analyze own behaviours and counterparts' behaviours in interpersonal interactions.
• Develop listening, communication and negotiation skills in interpersonal interactions.

• Face-to-face lectures
• Guest speaker's talks (in class or in distance)
• Case studies /Incidents (traditional, online)
• Group assignments
• Interactive class activities (role playing, business game, simulation, online forum, instant polls)

• Guest speakers present real world cases about how they manage personal selling processes.
• Case studies focus on customer portfolio analysis.
• Role plays are specifically developed to foster listening, communication and negotiation skills in interpersonal selling processes.
• Group projects: planning a call, preparing and managing a presentation to a prospect.

• Written exam, mix of open and multiple choice questions.
• Up to 3 extra points based on group projects, evaluated by professors and peers

Written exam, mix of open and multiple choice questions.

• S. CASTLEBERRY, J. TANNER, Selling: Building Partnerships, McGraw­Hill Irwin, 10th Edition (only the chapters discussed in class).
• Slides by the Professors, including Guest Speakers' presentations

• S. CASTLEBERRY, J. TANNER, Selling: Building Partnerships, McGraw­Hill Irwin, 10th Edition (all chapters).