Units
Sales and Customer Relationship Management
Unit code: AMB350
Contact hours: 3 per week
Credit points: 12
Information about fees and unit costs
Theories related to marketing exchange and the concepts of consumer transactions and relationships and their relative importance in different marketing contexts are examined. The growth of customer relationship management including the transition of consumers along the transaction-relationship continuum and the development of accompanying marketing strategies is highlighted. A discussion of the relative emphasis on transactions and/or relationships in interfacing with the market provides a platform for examining sales management including, personal selling principles and ethics, the setting of sales objectives, selling logistics, account and territory management, sales force planning, recruitment and motivation and evaluation of sales performance.
Availability
| Semester | Available |
|---|---|
| 2013 Semester 1 | Yes |
Sample subject outline - Semester 1 2013
Note: Subject outlines often change before the semester begins. Below is a sample outline.
Rationale
This unit is designed to provide a more detailed knowledge of the sales and customer relationship management functions role within the marketing area of an organisation.
Aims
1. To develop a theoretical and practical knowledge in sales management;
2. To develop a sound comprehension of sales management and customer relationship management in contemporary organisations.
Objectives
Course Learning Goals (Undergraduate)
The QUT Business School has established the Assurance of Learning (AoL) Goals to meet contemporary industry needs and standards. Achieving these learning outcomes will assist you to meet the desired graduate outcomes set at QUT - aligned with other internationally renowned business schools.
Have knowledge and skills pertinent to a particular discipline (KS)
1.1 Integrate and apply disciplinary theory and skills to practical situations
1.2 Incorporate the use of technology appropriate to the discipline and context
Be critical thinkers and effective problem solvers (CTA)
2.1 Identify, research and critically analyse information relevant to a business problem or issue, be able to synthesise that information in order to evaluate potential solutions, make recommendations or otherwise effectively address the problem or issue
Be professional communicators in an intercultural context (PC)
3.1 Communicate effectively through written tasks appropriate to varied contexts and audiences
3.2 Communicate effectively through professional oral presentations appropriate to varied contexts and audiences
Be able to work effectively in a Team Environment (TW)
4.1 Demonstrate effective team skills in order to contribute appropriately to the production of a group output
Have a Social and Ethical Understanding (SEU)
5.1 Apply ethical reasoning, standards or codes of practice relevant to the discipline and make decisions that are informed by social and cultural understanding
Unit Objectives
1. To comprehend the nature, principles and importance of sales and customer relationship management.
2. To apply concepts as they relate to operating a sales force, including organising customer management programs, staffing and training.
3. To apply the conceptual and practical aspects of directing sales force operations.
4. To evaluate the process of sales planning including budgeting and the design and coverage of sales territories.
5. To develop skills in evaluating sales performance.
The specific course learning goals that apply to this unit are shown in the assessment section of this unit outline.
Content
The major topics to be covered and understood by students include: the role sales and customer relationship management in today's dynamic business environment, how sales management fits within the firm's strategic marketing goals and objectives, a range of sales management approaches are highlighted, and possible ethical and legal consideration. A sound comprehension of these contemporary issues pertaining to sales and relationship management is desirable. Students are also required to show a deeper understanding through implementation within assessment 1 and 2. Further students also need to prove learned theoretical knowledge within assessment 3 (exam).
Approaches to Teaching and Learning
A range of teaching and learning strategies are applied in this course. This unit has been structured to offer a more detailed knowledge of the sales management task and its role within the marketing area of an organisation.
Assessment
Students will receive feedback in various forms throughout the semester which may include:
- Informal: worked examples, such as verbal feedback in class, personal consultation
- Formal: in writing, such as checklists (e.g. criteria sheets), written commentary
- Direct: to individual students, either in written form or in consultation
- Indirect: to the whole class
Assessment name:
Report
Description:
Assessment Item No. 1
Students are expected to complete a CRM evaluation. The report is the development of a proposed CRM database format for the firm.
Length or Duration:1500 words.
Formative or Summative:Formative and Summative
Relates to objectives:
Unit Objectives:1, 2 & 5 and AoL: KS 1.1; 1.2; CTA 2.1; PC 3.1
Weight:
30%
Internal or external:
Internal
Group or individual:
Individual
Due date:
Week 7
Assessment name:
Presentation
Description:
Assessment Item No. 2
Students will present to the class for this unit. The presentations will cover topical issues in relationship and sales management. Suggested topics and marking schedule are available on Blackboard.
Length or Duration:15 minutes
Formative or Summative:Formative and Summative
Relates to objectives:
Unit Objectives: 2 & 3 and AoL: CTA 2.1; PC 3.2
Weight:
30%
Internal or external:
Internal
Group or individual:
Individual
Due date:
Weeks 4-12
Assessment name:
Exam
Description:
Assessment Item No. 3
The exam may consist of short answer questions and essay style questions.
Length or Duration:2 hours
Formative or Summative:Summative
Relates to objectives:
Unit Objectives:1, 2 & 4 and AoL: KS 1.1 and PC 3.1
Weight:
40%
Internal or external:
Internal
Group or individual:
Individual
Due date:
Central Exam Period
Academic Honesty
QUT is committed to maintaining high academic standards to protect the value of its qualifications. To assist you in assuring the academic integrity of your assessment you are encouraged to make use of the support materials and services available to help you consider and check your assessment items. Important information about the university's approach to academic integrity of assessment is on your unit Blackboard site.
A breach of academic integrity is regarded as Student Misconduct and can lead to the imposition of penalties.
Resource materials
Principal Text:
Cron, W. & De Carlo, T. (2006) Dalrymple's Sales Management, 9th Edition, John Wiley & Sons Inc.
Risk assessment statement
There are no out-of-the-ordinary risks associated with lectures or tutorials in this unit. You should, however, familiarise yourself with evacuation procedures operating in the buildings in which you attend classes and take the time to
view the Emergency video.
Disclaimer - Offer of some units is subject to viability, and information in these Unit Outlines is subject to change prior to commencement of semester.
Last modified: 08-Mar-2013
