Duration
45h Th
Number of credits
| Master in sales management (120 ECTS) (work and study master) | 5 crédits |
Lecturer
Language(s) of instruction
French language
Organisation and examination
Teaching in the second semester
Schedule
Units courses prerequisite and corequisite
Prerequisite or corequisite units are presented within each program
Learning unit contents
This course has three parts:
- Sales and CRM Processes
- Anthropological and psychological aspects of negotiation
- Soft skills: purchasing, sales and communication techniques
Learning outcomes of the learning unit
Part 1: Sales and CRM Processes
- Analyzing Sales Approaches
- Managing Customer Relationships
- Implementing sales processes digitalization
- Explain and understand the behaviour of individuals taking into account their differences
- Adopt a critical position towards negotiation (in relation to oneself and to the other party)
- Understand the psychological and anthropological mechanisms that guide human behaviour
- Draw upon anthropological and psychological aspects to conclude a contract
- Understand different communication techniques
- Understand the concepts of transmitter, receiver and the various biases in communicating a message
- Work on different concepts such as active listening, reformulation, networking techniques
- Understand concepts of non-verbal communication and intercultural communication
- Use neurolinguistic programming to take mutually satisfactory decisions
- Adapt the commercial message to be appropriate to reach the relevant objective
- Identify how to effectively integrate a sales team
- Interact with clients (B2B, B2C): specificities and similarities of contexts
- Master and practice different sales techniques (take part in the Négociales competition; negotiations with professional purchases; individual registration - cost +/- €18 / student http://www.lesnegociales.com/)
- Prospection/networking : enter into contact with and identify the type of prospect
- Move from analysis of the sales request to analysis of client need
- Adjust the sales message to reach the relevant objective
- Implement different professional purchasing techniques
- Discover the SONCAS model used by purchasers
Prerequisite knowledge and skills
- General conditions of access to the master's degree
- Basic principles of management, strategy and marketing
- Advanced level in English for the 'Sales and CRM Processes' part (documents and classes in English)
Planned learning activities and teaching methods
- Lectures
- Self-study using the online platform and flipped classrooms
- Case studies
- Testimonials
- Group work
- Application in your company
Mode of delivery (face to face, distance learning, hybrid learning)
- Lectures
- Self-study using the online platform and flipped classrooms
- Case studies
- Testimonials
- Group work
- Application in your company
Recommended or required readings
Self-study and documents available on the course platform (Lol@)
Exam(s) in session
Any session
- In-person
written exam ( open-ended questions )
Written work / report
Continuous assessment
Additional information:
- 20%: Part A: Sales and CRM processes
- 20%: Part B: Anthropological and psychological techniques of negotiation
- 60%: Part C: Soft skills: purchasing, sales and communication techniques
However, a student fails if A, B or C < 10/20. In this case, the final mark equals the lowest mark of all three. However, if A, B or C is >= 10/20, the student is exempted of only this (these) parts for the second session.
Across the parts, the evaluation methods include:
1. Continuous assessment: participation in class will be assessed on the basis of the preparation for the flipped classroom and the work done on the case study on the platform during class and between classes.
2. Reports written in a group
3. Written exams and MCQ (questions concerning knowledge, understanding and application)
Second session:
In the second session, students will be assessed according to a written exam and individual assignment.
Comments regarding grades will be provided by appointment.
Work placement(s)
Organisational remarks and main changes to the course
See schedule on the Lola platform
Contacts
Academic advisors HEC-Liège
Willem Standaert
e-mail: willem.standaert@uliege.be
HEC-Liège
Bâtiment N1d Rue Louvrex, 14
B-4000 LIEGE
Part 1: Sales and CRM Processes (willem.standaert@uliege.be)
Part 2: Anthropological and psychological techniques of negotiation (Serge Bressers: serge.bressers@esa-namur.be)
Part 3: Soft skills: purchasing, sales and communication techniques (Françoise Gabriel: f.gabriel@helmo.be)