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Sales Management

Course developers

Prior knowledge

Ekon3108, Marketing

JurZ2005, Basics of Law

VadZ3017, Team Management

Course abstract

The students acquire theoretical knowledge about the essence of customer relationship management and the application of the full cycle of commercial transactions in the company. The study course, students can orientate themselves in the regulatory framework of transactions, know the role of organizational culture in building and maintaining customer loyalty, understand the variations of customer management technologies and systems. The students can plan and organize trade transactions and evaluate the efficiency of transactions.

Learning outcomes and their assessment

KNOWLEDGE
• Knows and understands the nature, concepts, and empirical aspects of commercial transactions (test).
• Able to demonstrate in-depth and expanded knowledge and understanding of commercial transactions (test).
• Able to demonstrate in-depth and expanded knowledge and understanding of the nature, definitions, and empirical aspects of customer relationship management (test).
• Knows and understands technological solutions of various customer relationship management methods (group work, seminar).
SKILLS
Professional skills
• Able to independently use and successfully apply the theory of commercial transactions (test).
• Can freely choose and successfully apply the methodology of commercial transactions (practical work, seminars, group work).
• Able to obtain, summarize and analyse information on customer relationship management in commercial transactions in the company (individual work).
• Can explain and discuss commercial transactions problems in the company (discussion in the lesson).
Soft skills
• Ability to responsibly plan assigned tasks (practical work).
• Able to engage in teamwork, express and argue their thoughts (group work).
• Able to present the practical experience of the independent task of customer relationship management in commercial transactions (presentation of individual work).
• Able to take part in setting and planning commercial goals (practical work, group work).
COMPETENCE
• Able to substantiate decisions, if necessary, to perform additional analysis of commercial transaction improvements in the company (tests, practical works).
• Able to independently formulate and critically analyse problems in the areas of commercial transactions (exam).
• Can critically analyse processes and problems in commercial transactions - in the field of customer relationship management, is able to independently develop customer relationship management improvement measures (exam, individual work).

Course Content(Calendar)

1. The essence, role, and tasks of sales management (lectures 4 hours).
2. Transaction (lectures 1-hour, practical work 3 hours).
3. The regulatory (law) basis for sales management (lectures 2 hours).
4. Customer relationship management as a part of a sales management (lecture 1 hour, seminar 2 hours).
5. Test 1 (practical work 1 hour).
6. Information management - interactive communication - offer personalization (lectures 2 hours).
7. Organizational culture in sales management (lectures 2 hours).
8. Test 2 (practical work 1 hour).
9. Public procurement, public procurement competition (lectures 2 hours, practical work 2 hours).
10. Purchase - sale transactions (lectures 1-hour, practical work 1 hour).
11. Sales organization in various types of companies (lectures 2 hours, practical work 3 hours).
12. Pricing policy, pricing strategies and tactics (lectures 2 hours, practical 2 hours).
13. Market demand and product sales budget forecasting (lectures 2 hours, practical 2 hours).
14. Test 3 (practical work 1 hour).
15. Goods turnover plan - principles of its creation (lectures 2 hours, practical work 1 hour).
16. Customer relationship management functions, tasks, implementation process in sales management (lectures 2 hours, practical work 1 hour, seminar 2 hours).
17. Effective communication with the company and clients (lectures 2 hours, practical work 2 hours).
18. Customer feedback, feedback - it means acquisition methods (lectures 1-hour, practical work 1 hour, seminar 2 hours).
19. Application of CRM technologies in sales management (lectures 2 hours, practical work 1 hour).
20. Insight into CRM technological solution systems in Latvian business environment (lectures 1 hour, practical work 1 hour).
21. Test 4 (practical work 1 hour).
22. Practical experience of companies in implementing and maintaining a customer relationship management approach in sales management (lectures 1 hour).
23. Presentation of independent work. Customer relationship management in sales management practical experience in company X (practical work 2 hours).

Requirements for awarding credit points

Exam.
The rating consists of:
• Test 1 (10%);
• Test 2 (10%);
• Test 3 (10%);
• Test 4 (10%);
• Independent group work (20%);
• Exam. All topics (40%).
10% corresponds to one point on the 10-point assessment scale.

Description of the organization and tasks of students’ independent work

Materials studies on sales management.
Internet material studies on sales management.
Preparation for independent group work.
Exam preparation and tests.

Criteria for Evaluating Learning Outcomes

Examination assessment is an accumulative mark from the assessments of the results to be achieved in the study course.

Compulsory reading

1. Hand J., Head T. Customer Relationship and Customer Experience Management. World Technology ltd. 2014, 101 p.
2. Vizule V. Komercdarījumi pa jaunam: kas jāzina par Komerclikuma jauno "D daļu". Rīga: Lietišķās Informācijas dienests, 2009, 99lpp.
3. Liniņa I. Kā piesaistīt un noturēt pircēju. Rīga: BA "Turība",2018, 187 lpp.
4. Krause H., Arora D. Key Performance Indicators for Sustainable Management. Boston: Walter de Guyter GmbH, 2020, 149-218 p.
5. Piercy N., Lane N., Strategic Customer Management: Strategizing the Sales Organization. Oxford: OUP Oxford. 2009.
6. Vispārīgo datu aizsardzības regula. https://eur-lex.europa.eu/legal-content/LV/TXT/HTML/?uri=CELEX:32016R0679
7. Komerclikums. https://likumi.lv/doc.php?id=5490
8. Publisko iepirkumu likums. https://likumi.lv/ta/id/287760-publisko-iepirkumu-likums

Further reading

1. O’Reilijs Darags. Darījumu attiecības ar pircējiem. – Rīga. Biznesa augstskola Turība. 2001. – 233 lpp..
2. Fekseuss H. Dari, ko es vēlos. Grāmata par ietekmēšanu. Rīga: Zvaigzne ABC, 2013, 304 lpp.
3. Praude V., Liniņa I. Pārdošanas vadība. Rīga: BA "Turība", 2018,
4. Šeinovs V. Saki “Nē” un nejūties vainīgs. Rīga: Avots, 2015, 301 lpp.
5. Jobber D. Selling and sales management. Harlow. Prentice Hall, 2003. – 476 p.

Periodicals and other sources

1. Dienas Bizness : nedēļas laikraksts: ISSN 1407-2041.
2. The Economist: Weekly edition. ISSN 0013-0613
3. Harward Business Rewiev. Published by Harvard Business. ISSN 0017-8012
4. Ir Nauda. Cits Medijs AS. ISSN 2255-9280
5. Latvijas Tirdzniecības un rūpniecības kamera (LTRK): https://www.chamber.lv/.

Notes

Limited choice course ESAF Bachelor's degree program in “Economics” specialization direction of “Business Process Management”.