| MATHEMATICS (TURKISH, PHD) | |||||
| PhD | TR-NQF-HE: Level 8 | QF-EHEA: Third Cycle | EQF-LLL: Level 8 | ||
| Course Code | Course Name | Semester | Theoretical | Practical | Credit | ECTS |
| EIS5294 | Sales and Customer Relationship Management | Fall | 3 | 0 | 3 | 7 |
| The course opens with the approval of the Department at the beginning of each semester |
| Language of instruction: | Tr |
| Type of course: | Departmental Elective |
| Course Level: | |
| Mode of Delivery: | E-Learning |
| Course Coordinator : | HANDE SAĞLAM |
| Course Objectives: | This course comprises the process from identifying consumer needs to after-sales services. The main aim of the course is to enhance students on sales management which is one of the most important function of the firms. |
|
The students who have succeeded in this course; I. Gain an understanding of key concepts, technologies and best practices of CRM and its integration business. II. Understand the impact of CRM on customer experience, satisfaction and loyalty. III. Recognize the key drivers of change in selling and sales management. IV.Identify and explain key success factors for salesperson performance V. Outline the stages in organizational buyer decision making. VI. Analyse the strategic planning process, and develop and assess strategic plans. VII. Evaluate various leadership strategies and the implications of their use. VIII.Communicate using the advanced oral and written communication skills necessary for success in the business environment. |
| Structuring, motivating and managing sales organizations, tasks of salesforce and managers, developing consumers'/endustrial consumers' relationships, personal selling and sales promotion techniques are some of the topics of this course. The course is primarily an interactive discussion including debates, cases, and multiple opportunities to apply the theories that are discussed. 1 Introduction to Sales Management 2 Sales Strategies and Functions 3 Leadership and Sales Manager 4 Ethics in Sales and, Approachs 5 Industrial Sales and Customer Relations management 6 Design and Organization of Sales Force 7 Training and Developing of Sales Force 8 Mid-term Exam 9 Auditing, Managing and Leading 10 Target Setting and Sales Force Performance 11 Motivation of Sales Representative, Rewarding 12 Evaluation of Sales Force Performance 13 Internal and External Factors of Sales Performance 14 Overview 15 Final Exam |
| Week | Subject | Related Preparation | |
| 1) | Introduction to Sales Management | Prereading | |
| 2) | Sales Strategies and Functions | Prereading | |
| 3) | Leadership and Sales Manager | Prereading | |
| 4) | Ethics in Sales and Approachs | Prereading | |
| 5) | Industrial Sales and Cutomer Relations Management | Prereading | |
| 6) | Design and Organization of Sales Force | Prereading | |
| 7) | Training and Developing of Sales | Prereading | |
| 8) | Mid-term Exam | ||
| 9) | Auditing, Managing and Leading | Prereading | |
| 10) | Target Setting and Sales Force Performs | Prereading | |
| 11) | Motivation of Sales Reppresentative and Rewarding | Prereading | |
| 12) | Evaluation of Sales Force Performance | Prereading | |
| 13) | Internal and External Factors of Sales Force Performance | Prereading | |
| 14) | Overwiev | ||
| 15) | Final Exam | ||
| Course Notes: | Buttle, Francis. (2009). Customer Relationship Management, (2nd Edition). Elsevier Publishing Sales Management 6th edition Ingram, LaForge, et al Thomson South-Western |
| References: | Buttle, Francis. (2009). Customer Relationship Management, (2nd Edition). Elsevier Publishing Sales Management 6th edition Ingram, LaForge, et al Thomson South-Western |
| Semester Requirements | Number of Activities | Level of Contribution |
| Attendance | 0 | % 0 |
| Laboratory | 0 | % 0 |
| Application | 0 | % 0 |
| Field Work | 0 | % 0 |
| Special Course Internship (Work Placement) | 0 | % 0 |
| Quizzes | 0 | % 0 |
| Homework Assignments | 1 | % 10 |
| Presentation | 0 | % 0 |
| Project | 1 | % 20 |
| Seminar | 0 | % 0 |
| Midterms | 1 | % 30 |
| Preliminary Jury | 0 | % 0 |
| Final | 1 | % 40 |
| Paper Submission | 0 | % 0 |
| Jury | 0 | % 0 |
| Bütünleme | % 0 | |
| Total | % 100 | |
| PERCENTAGE OF SEMESTER WORK | % 40 | |
| PERCENTAGE OF FINAL WORK | % 60 | |
| Total | % 100 | |
| Activities | Number of Activities | Duration (Hours) | Workload |
| Course Hours | 14 | 3 | 42 |
| Laboratory | 0 | 0 | 0 |
| Application | 0 | 0 | 0 |
| Special Course Internship (Work Placement) | 0 | 0 | 0 |
| Field Work | 0 | 0 | 0 |
| Study Hours Out of Class | 14 | 5 | 70 |
| Presentations / Seminar | 0 | 0 | 0 |
| Project | 11 | 3 | 33 |
| Homework Assignments | 13 | 2 | 26 |
| Quizzes | 0 | 0 | 0 |
| Preliminary Jury | 0 | 0 | 0 |
| Midterms | 1 | 2 | 2 |
| Paper Submission | 0 | 0 | 0 |
| Jury | 0 | 0 | 0 |
| Final | 1 | 2 | 2 |
| Total Workload | 175 | ||
| No Effect | 1 Lowest | 2 Low | 3 Average | 4 High | 5 Highest |
| Program Outcomes | Level of Contribution |