Overall objectives:

1 - Organize and manage the sales force.
2 - Use new technologies in commercial management activities.
3 - Manage customers, in order to propose the appropriate product, applying appropriate negotiation and sales techniques.
4 - Develop, organize and streamline sales spaces.
5 - Evaluate products, characterize types of customers, gather information about competition and the market, proposing improvements in order to satisfy and retain customers.
6 - Develop after-sales service and customer support strategies and manage the receipt and handling of complaints.
7 - Carry out market research, using various sources of information.

Syllabus:

1 - Integration of the "sales" function in Marketing.
2 - Strategic dimension of commercial management.
3 - Sales force planning and management;
3.1 - Definition of objectives, size and structure of the sales force;
3.2 - Design of a sales program;
3.3 - Recruitment and selection of the sales force;
3.4 - Sales force management: training, supervision and motivation;
3.5 - Sales force performance model: compensation/incentive schemes articulation with objectives;
3.6 - Customer prospecting strategy.
4 - Sales audit.
5 - Sales psychology: strategy for ?closing the deal?, problem customers and after-sales service.
6 - Customer relationship management.

Literature/Sources:

Johnston, M. & Marshall, G. , 2021 , Sales Force Management: Leadership, Innovation, Technology, 13th ed. , Routhledge
Vilhena, P. , 2018 , O Livro Secreto das Vendas , Lisboa: edição: Sabedoria Alternativa
Serra, E. , 2020 , Direção e Gestão da Força de Vendas , Vida Económica
Tinney, P. , 2015 , Unlocking Yes: Sales Negotiation Lessons & Strategy , Ontario: Sales Negotiation Lessons & Strategy,
Weineberg, M. , 2018 , Sales Management. Simplified:The Straight Truth About Getting Exceptional Results from Your Sales Team , AMACOM

Assesssment methods and criteria:

Classification Type: Quantitativa (0-20)

Evaluation Methodology:
Classification Type: Quantitativa (0-20) The classes will have a strong practical component, with analysis of case studies and application of roleplay techniques, for analysis and formatting of tourist information for the different professions in the field of tourism, for the various profiles of tourists, potential and effective, for the tour agents and the current media, giving relevance to the students' continuous work in the classroom. The evaluation will be based on a written test with a weight of 50% and a practical group work, with a weight of 50%. Only the test can be recovered at the time of appeal and be subject to improvement.