Faculty of Commerce, Hospitality and Tourism Studies

DEPARTMENT OF MANAGEMENT, INDUSTRIAL RELATIONS &

OCCUPATIONAL HEALTH & SAFETY

Course Outline

C6502 SALES MANAGEMENT

Trimester 3, 2009
Lecturer: Ashna A Chandra
Email: ashna_c@fit.ac.fj
Room: BC05
Ext: 338

COURSE OVERVIEW
This programme brings together an understanding of sales force investment and its
appropriateness in terms of quantum, structure and capability. This further helps to understand
the sales force management process. It helps to assess motivation levels of sales personnel and
describe how one can drive extraordinary performance. The course demonstrates how a sales
force can better capitalize on new technologies and avoid falling victim to technology-based
threats. The course further shows how to encourage the sales force to generate profitable sales
and build long term customer relationships without adding excessive complexity to the process.
Finally it helps one to learn the steps and phases involved in managing the sales force and gain
sufficient knowledge to be able to coordinate sales management processes.

COURSE OBJECTIVES
To develop students’ knowledge and skills in developing Sales Management concepts and how
to apply them to solve business problems. This course has been designed for students who would
like to start a career in Sales Management.

COURSE CONTENT

Week 1: Introduction to Selling and Sales Management

1.1 Define sales management and its relation to other marketing activities.
1.2 Describe the changes in personal sales and sales management.
1.3 Describe the sales management process.

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1.4 Discuss the competencies of successful sales managers.

Week 2: Strategy and Sales Programme Planning

2.1 Define strategic management planning
2.2 Distinguish the major steps involved in strategic marketing planning
2.3 Identify the four strategy implementation processes involving the sales force
2.4 Describe the account relationship strategy element of a sales force program

Week 3: Sales Opportunity Management

3.1 Describe the effective steps for generating new accounts.
3.2 Explain how to determine the minimum opportunity a salesperson should pursue.
3.3 Describe four methods for setting opportunity priorities and indicate when each method
should be used.
3.4 Identify how salespeople can manage their time more efficiently.

Week 4: Account Relationship Management

4.1 Identify the steps in the professional purchasing process.
4.2 Identify the different buying influences in the buying center.
4.3 Explain how relationships are likely to evolve.
4.4 Describe factors critical to gaining commitment to a relationship.

Week 5: Customer Interaction Management

5.1 Describe the basic types of selling models.
5.2 Describe the skills utilized in the pre-interaction phase.
5.3 List the skills involved in the interaction phase.
5.4 Explain the skills involved in the post-interaction phase.

Week 6: Sales Force Organization

6.1 Describe the basic types of selling models.
6.2 Describe the skills utilized in the pre-interaction phase.
6.3 List the skills involved in the interaction phase.
6.4 Explain the skills involved in the post-interaction

Topic 7: Recruiting and Selecting Personnel

7.1 Discuss how to plan for recruiting and selection
7.2 Identify relevant hiring criteria for sales jobs.
7.3 Identify the different sources of recruits.
7.4 Understand the selection and validation process.

Week 8: Sales Training

8.1 Determine specific training needs for a sales force.
8.2 Discuss the topics to include in a training program.
8.3 Describe the advantage of centralized and decentralized training.

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8.4 Understand the use of line, staff and outside trainers.
8.5 Recognize the value of alternative training methods and media.
8.6 Describe the different methods for evaluating training results.

Week 9: Leadership
9.1 Explain what is meant by leadership.
9.2 Understand how leaders manage change.
9.3 Determine the appropriate leadership styles for a particular situation.
9.4 Discuss what is involved in planning and conducting a sales meeting.
9.5 Recognize common people’s problems.

Week 10: Ethical Leadership

10.1 Explain the moral bases for business ethics.
10.2 Understand how to make decisions that involve ethical problems.
10.3 Recognize the issues of common sales ethics.
10.4 Discuss how to build a sales ethics program.

Week 11: Motivating Salespeople

11.1 Understand how and why individual needs may differ.
11.2 Define motivation and explain sales managers’ concerns with motivation.
11.3 Describe a basic model of the motivation process.
11.4 Discuss the different types of quotas and the administrative issues involved in using quotas.
11.5 Describe how to design incentive and recognition programs and their limitations.

Week 12: Compensating Salespeople

12.1 Understand and balance the need for wages against company resources.
12.2 Select appropriate compensation methods
12.3 Identify the different pay levels.
12.4 Design and assemble a compensation plan.

ASSESSMENT:
SHORT TEST 10%
PROJECT REPORT (GROUP) 15%
MID SEMESTER EXAMINATION 20%
TUTORIAL EXERCISES & TUTORIAL PARTICIPATION 5%
FINAL EXAMINATION 50%
TOTAL 100%

TEACHING METHOD

Lectures

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The class follows lecture/discussion format. Students are required to read the assigned chapters
and reading material before they attend the class. Students are once again reminded that the
lectures are the richest form of information sharing and hence attendance is important.

Tutorials
The tutorial focuses on developing students’ knowledge on the various theories and concepts
discussed in lectures. In essence, the discussions in tutorials relate these theories to real life
practices. All students are required to do the allocated readings and participate during case study
discussions and seminar presentations. You are required to attend at least 12 tutorial sessions.
Marks will be deducted from your continuous assessment should you fail to do this. Please check
the timetable for the exact tutorial schedule.

PRESCRIBED TEXT
Dalrymple J. Douglas, Cron L. William and DeCarlo E. Thomas, (2004), Sales Management,
Eighth Edition,

REFERENCES:
 Lovelock, Christopher and Jochen Wirtz, Services Marketing, 6th Edition, Prentice Hall
Hoffman, Douglas and John Bateson (2006), Services Marketing: Concepts, Strategies &
Cases, Third Edition, Cengage.

PLAGIARISM
Plagiarism is the use of another person’s work or idea as if it is your own. The other person may
be the author, critic, lecturer or another student. When it is desirable or necessary to use other
people’s material, make sure appropriate references and attribution are acknowledged. Do not
pretend the ideas are your own. Be sure not to plagiarize unintentionally.

GOOD LUCK