The aim of this course is to provide an introduction to customer relations and sales management, as well as to establish a basic understanding of the concepts of finding and observing the customer.
Course Content
This course contains; Consumer behaviours-I,Consumer behaviours-II,Introduction to customer relationship management,Components of customer relationship management,Stages of customer relationship management,Customer keeping models,Customer loyalty,Communication with customers,Customer relationship management in health sector,Sales management-I,Sales management-II,Sales technics-I,Sales technics-II,Motivation and Performance Evaluation of Sales Team.
Dersin Öğrenme Kazanımları
Teaching Methods
Assessment Methods
2.Explains the importance of communication and customer relations management for the business organisations.
16, 9
A, C
1. Tells the process of customer relationship management.
A: Traditional Written Exam, C: Multiple-Choice Exam
Course Outline
Order
Subjects
Preliminary Work
1
Consumer behaviours-I
2
Consumer behaviours-II
3
Introduction to customer relationship management
4
Components of customer relationship management
5
Stages of customer relationship management
6
Customer keeping models
7
Customer loyalty
8
Communication with customers
9
Customer relationship management in health sector
10
Sales management-I
11
Sales management-II
12
Sales technics-I
13
Sales technics-II
14
Motivation and Performance Evaluation of Sales Team
Resources
Barutçugil, İ. (2009). Müşteri ilişkileri ve satış yönetimi. İstanbul: Kariyer Yayıncılık.
Bozgeyik, A. (2005). Müşteri ilişkileri yönetimi. İstanbul: Hayat Yayıncılık.
Course Contribution to Program Qualifications
Course Contribution to Program Qualifications
No
Program Qualification
Contribution Level
1
2
3
4
5
1
The student acquires theoretical and practical knowledge related to his field at a basic level.
X
2
The student owns information about moral discipline and ethical rules related to his field.
X
3
The student uses theoretical and practical knowledge related to his field at a basic level; basic fundamental computer programs and related technologies.
X
4
The student manages a duty independently by using the knowledge about his field at a basic level.
X
5
The student evaluates the knowledge about his field at a basic level with a critical approach, he designates his learning needs and directs his learning.
X
6
The student uses information and communication technologies with at least at basic level of European Computer Using Licence basic level of computer software which his field of study requires.
7
The student complies with and contributes to quality management and processes.
X
8
The student has sufficient consciousness about individual and public health, environmental protection and work safety issues.
X
9
The student acts in accordance with laws, regulations, legislations and professional ethics related to individual duties, rights and responsibilities.
X
Assessment Methods
Contribution Level
Absolute Evaluation
Rate of Midterm Exam to Success
40
Rate of Final Exam to Success
60
Total
100
ECTS / Workload Table
Activities
Number of
Duration(Hour)
Total Workload(Hour)
Course Hours
14
2
28
Guided Problem Solving
2
30
60
Resolution of Homework Problems and Submission as a Report
0
0
0
Term Project
0
0
0
Presentation of Project / Seminar
0
0
0
Quiz
0
0
0
Midterm Exam
1
30
30
General Exam
1
50
50
Performance Task, Maintenance Plan
0
0
0
Total Workload(Hour)
168
Dersin AKTS Kredisi = Toplam İş Yükü (Saat)/30*=(168/30)
6
ECTS of the course: 30 hours of work is counted as 1 ECTS credit.
Detail Informations of the Course
Course Description
Course
Code
Semester
T+P (Hour)
Credit
ECTS
CUSTOMER RELATIONSHIP and SALES MANAGMENT
-
Spring Semester
2+0
2
6
Course Program
Prerequisites Courses
Recommended Elective Courses
Language of Course
Turkish
Course Level
Short Cycle (Associate's Degree)
Course Type
Required
Course Coordinator
Assist.Prof. Derya TUĞLU
Name of Lecturer(s)
Assist.Prof. Derya TUĞLU
Assistant(s)
Aim
The aim of this course is to provide an introduction to customer relations and sales management, as well as to establish a basic understanding of the concepts of finding and observing the customer.
Course Content
This course contains; Consumer behaviours-I,Consumer behaviours-II,Introduction to customer relationship management,Components of customer relationship management,Stages of customer relationship management,Customer keeping models,Customer loyalty,Communication with customers,Customer relationship management in health sector,Sales management-I,Sales management-II,Sales technics-I,Sales technics-II,Motivation and Performance Evaluation of Sales Team.
Dersin Öğrenme Kazanımları
Teaching Methods
Assessment Methods
2.Explains the importance of communication and customer relations management for the business organisations.
16, 9
A, C
1. Tells the process of customer relationship management.
A: Traditional Written Exam, C: Multiple-Choice Exam
Course Outline
Order
Subjects
Preliminary Work
1
Consumer behaviours-I
2
Consumer behaviours-II
3
Introduction to customer relationship management
4
Components of customer relationship management
5
Stages of customer relationship management
6
Customer keeping models
7
Customer loyalty
8
Communication with customers
9
Customer relationship management in health sector
10
Sales management-I
11
Sales management-II
12
Sales technics-I
13
Sales technics-II
14
Motivation and Performance Evaluation of Sales Team
Resources
Barutçugil, İ. (2009). Müşteri ilişkileri ve satış yönetimi. İstanbul: Kariyer Yayıncılık.
Bozgeyik, A. (2005). Müşteri ilişkileri yönetimi. İstanbul: Hayat Yayıncılık.
Course Contribution to Program Qualifications
Course Contribution to Program Qualifications
No
Program Qualification
Contribution Level
1
2
3
4
5
1
The student acquires theoretical and practical knowledge related to his field at a basic level.
X
2
The student owns information about moral discipline and ethical rules related to his field.
X
3
The student uses theoretical and practical knowledge related to his field at a basic level; basic fundamental computer programs and related technologies.
X
4
The student manages a duty independently by using the knowledge about his field at a basic level.
X
5
The student evaluates the knowledge about his field at a basic level with a critical approach, he designates his learning needs and directs his learning.
X
6
The student uses information and communication technologies with at least at basic level of European Computer Using Licence basic level of computer software which his field of study requires.
7
The student complies with and contributes to quality management and processes.
X
8
The student has sufficient consciousness about individual and public health, environmental protection and work safety issues.
X
9
The student acts in accordance with laws, regulations, legislations and professional ethics related to individual duties, rights and responsibilities.
