An introduction to the sales process and the key role that sales activities play in any consumer or commercial business endeavor. The course deals with the basic components of selling including understanding customer psychology, working in partnership, the need for adaptable sales presentations, and selling in a culturally diverse marketplace. This course is designed to increase students' understanding of the theory and practice of public relations, its function and organization. Focus will also be directed to the 'system' used by the buyer and sellers and how attitudes affect the behavior of both sides of the selling process. 226 - Customer Service Principles A study of the important issues facing customer service providers and customer service managers in business.
Special emphasis is placed on assessment and the mastery of specific skills.
227 - Customer Service Management A study of the process of achieving excellence in customer service. Key quality characteristics are explored. Techniques are developed to measure and deliver excellence in customer service. The Malcolm Bladridge Award standards are integrated into the course. This course is designed to provide students with a comprehensive understanding of fundamental marketing principles, practices, and strategies utilized in business to business marketing.