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MAR 4403-11 (BUS 440) – Sales Management St. Thomas University- Spring 2016 – M 6 – 10 PM OMH 1

Professor Paul-Michael Klein 125 O’Mailia Hall 305 628-6535 FAX 305 628 6504 [email protected]

COURSE DESCRIPTION Study of the problems of sales management; sales policies, selection and training of salesmen; preparation of manuals; methods of compensation for sales force; various methods of sales stimulation, administration and budgeting, and measuring the sales managers contribution to profitable operations.

PREREQUISITE BUS 120, BUS 332

TEXT Johnston-Marshall, Relationship Selling: (3rd edition). McGraw-Hill/Irwin 2010 ISBN 0-39-017406-8

EXPECTATIONS AND GRADING Absence or tardiness beyond role call, after 1 excused absences will result in 5 points being deducted from your final grade. For field trips or guest speakers, proper business attire is required and any student whose attire is deemed inappropriate will be dismissed from that class and an absence recorded.

Except in cases of emergency with prior consent of the instructor, texting, answering calls or talking on cell phones while class is in progress is prohibited. Audible ringers must be disabled. Each incidence of class disruption will be recorded as an absence subject to the above grading penalty. Anyone whose attire is deemed inappropriate for field trips or guest speakers will be dismissed from class and an absence recorded.

GRADES AND GRADE POINTS: The grade points are used: A=4.00; A-=3.67; B+=3.33; B=3.00; B-=2.67; C+=2.33; C=2.00; C-=1.67; D+=1.33; D=1.00; F=0.00. The following terms are used: A=Superior; B=With Merit; C=Satisfactory; D=Passing; and F=Failure. Other grade indicators are: AD=Administrative Drop (permanent grade for non-payment, no credit or grade points, used in the calculation of GPA); AU=Audit (no credit or grade points); AW=Administrative Withdrawal (permanent grade, no credit or grade points, not used in calculation of GPA); CP=Course in Progress (temporary grade for internship courses); I=Incomplete; NG=No Grade Submitted (temporary grade); NP=No Pass (unsatisfactory, for pass/no pass courses); P=(credit earned, for pass/no pass courses); UW=Unofficial Withdrawal (no credit or grade points, not used in calculation of GPA, can only be given if the student never attended the course); W=Official Withdrawal (no credit or grade points). 2

ACADEMIC DISHONESTY: Academic dishonesty is considered to be the representation of another’s work as one’s own, either directly or through complicity in falsification; cheating; plagiarism; facilitating academic dishonesty; or infringing on academic rights of others. Instructors show responsibility toward the prevention of academic dishonesty by explaining to students what constitutes academic dishonesty within the particular requirements of a course. Academic dishonesty can also occur when the action does not impact grade related work of the student. Refer to the Academic Code of Conduct in the Student Handbook for specific examples of academic dishonesty and procedures for resolving the charge of academic dishonesty

INSTRUCTIONAL TECHNIQUES AND DELIVERY METHODS Lecture, discussion, internet investigations and presentation, individual written and oral projects, text and handouts, guest speaker

LIBRARY USE AND INFORMATION LITERACY ASSIGNMENT Individual Project

PRELIM 1 33.3 % PRELIM 2 33.3 % PRELIM 3 33.3 %

Writing Requirements: Written work should reflect the writing expected of a university student, this means, well organized, correctly spelled, and clearly written. Work must demonstrate an understanding of the assignment material. Although portions or phrases of text or other copyrighted material may be quoted and improperly cited and direct copying from any source including textbooks constitutes plagiarism and is a violation of academic code. All written work must be typed or word-processed, and a hard copy submitted.

ACADEMIC ENHANCEMENT CENTER The Academic Enhancement Center is located in the Workforce Enhancement Building. For more information about tutoring and other services please call 305 628 6566 or email [email protected].

INCLEMENT WEATHER AND UNIVERSITY EMERGENCY CLOSINGS Please check the following regarding class cancellation and campus closings: STU Information Line 877 STU PLAN (877 788 7526) STU www.stu.edu Local Media Outlets TV Stations: WFOR 4, WTVJ 6, WSVN 7, WPLG 10, WLTV 23, Telemundo 51 AM Stations AM: WIOD 610, WAQI 710, WQBA 1140 FM Stations FM: WLRN 91.3, 93.1 WHDR, WPOW 96.5, WEDR 99.1, WKIS 99.9, WHYI 100.7, WMXJ 102.7, WHQT 105.1, WXDJ 95.7, WRTO 98.3, WRMA 106.7, WAMR 107.5 3

COMPETENCIES, COURSE OBJECTIVES & OUTCOMES Upon successful completion of the course, the student should be enabled to: 1. Improve written and oral presentation skills 2. Identity and define the concept of relationship selling, the processes and elements of managing relationship selling 3. Identify and understand the legal and ethical issue in selling and sales management and creating a code of personal ethics 4. Understand the characteristics and basic principles of a sales presentation and the keys to a great strategic/consultative sales presentation 5. Understand closing methods, the trial close, and follow-ups that enhance the relationship 6. Discuss territory management techniques; measuring territory performance 7. Identify and understand the methods of salesperson compensation

Students’ Roles & Responsibilities in a Campus Emergency General Emergency Management Responsibilities Students are responsible for familiarizing themselves with emergency plans, procedures and evacuation routes in the buildings they use frequently. Emergency plans and procedures are accessible through the Emergency Management portal of the ST. THOMAS UNIVERSITY website at http://www.stu.edu/emergency. Students are responsible for maintaining their contact information for STUALERTS! to maximize the University's capability to notify them of a life threatening emergency and issue appropriate protective actions. Information regarding STUALERT! is accessible through the STUALERT! portal of the ST. THOMAS UNIVERSITY website at http://wens.stu.edu/ or students can register by texting their appropriate status (i.e., either STU Commuter OR STU Resident) to 69310.

Emergency Response Role If students are involved in or witness a life-threatening emergency, they are required to immediately call 911 and the Office of Public Safety on campus. Students must be prepared to assess emergency situations quickly but thoroughly, and use common sense in implementing any protective actions. Students are required to implement protective actions in an orderly manner when directed by faculty, staff, emergency response personnel or an STU ALERTS! message. The President may close the University in the event of severe weather when normal operations would pose a danger to students, faculty and staff. In the event these conditions develop while on campus, or would prevent large numbers of the STU Community from coming to campus or returning safely to their homes, students, faculty and staff will be asked to remain indoors for their safety during the duration of the storm. Once the University has announced its official closure, all classes, meetings and other scheduled events are cancelled until further notice. Students, faculty & staff will be asked to leave campus.

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In the event a weather emergency occurs prior to normal hours of operation making it necessary to close the University, Department Heads will notify department personnel. Individual students, faculty and staff are responsible for calling 877.STU.Plan (877.788.7526), checking local media outlets or the University’s website www.stu.edu for updates and reopening instructions.

CLASS SCHEDULE, ACTIVITIES AND ASSIGNMENTS

DATE LECTURE OBJECTIVES ASSIGNMENTS

MON 8/15 INTRODUCTION: Student Profile, Introduction, Attendance, Grading, Course Requirements

Marketing Review Preface

MON 8/22 Marketing Functions and Tools, Text Guided Tour The Integrated Marketing Plan, Marketing Management

Sales Management Ch. 1

Introduction to Relationship Selling Ch. 2

MON 8/29 Understanding Buyers & Sellers, Ch.3 Consumer Behavior , Review of Market Research

Fundamental of Product and Service Quality, Product Knowledge, Brand Equity

Ethical and Legal Issues in Relationship Selling Ch. 4 Social Responsibility; Corporate Citizenship; Wearing Both Hats: Ethic and Legal Issues from both management’s and the salesperson’s perspectives; International Issues

MON 9/5 Closed – Labor Day

MON 9/12 Prelim Exam I

Geo and Ethnocentric Management; Unlawful Activities

MON 9/19 Review Exam; Individual midterm grade and progress meetings

MON 9/26 Elements of Relationship Selling Ch. 5 Prospecting and Sales Call Planning: Lead Sources. Qualifying

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Planning the Pre-approach and Sales Call

Understand the characteristics of a sales Ch. 6 Presentation strategies and the keys to a great presentation

Understand the process of negotiating “win-wins”, Ch. 7 Getting to “YES”

Closing Methods and Techniques Ch. 8 Identifying Buying Signals Dealing With Rejection

MON 10/3 Prelim II

Managing Time and Territory: Developing Time & Ch. 9 Territory Management Plans

Defining Territories: Geographic, User/Customer Targeting and Niche, Product & Brand, Segmentation Analysis

Measuring Sales territory performance, Account Analysis, Measurement methods, benchmarking, key result areas,

Evaluating Salesperson Performance: Behavior and Recruiting, Selection, Training, Compensation and Incentives; Ch. 10-14

MON 10/10 Final Exam