The purpose of this course is to provide guidelines and best practices for providing excellent customer service that will enable front line associates and service staff in back-up and support roles to build, maintain, and increase a loyal customer base. Retailers company’s business prospects are often derailed by poor customer support. Procurement, fulfilment, and post-sale support can be severely crippled by poor communication channels. Main topics for this course will include: customer care, customer satisfaction, meeting sales executives, managers and supervisors. Topics covered in this course are meaning, trends and challenges of sales management; ethical and legal responsibilities of sales executives/managers; process and designs of sales force management: planning, organising, training controlling, motivating and compensating compensation the sales force; process and strategies of personal selling; sales territories and accounts management, evaluation of sales performance and market analysis.

Prerequisites: MGMT 130 and MKTG 115