SYLLABUS

Customer Service and Sales
MKT 1400

INSTRUCTOR INFORMATION

Our text book is Selling Today, twelfth edition, by Manning and Reece.              ISBN:  10: 0-13-210986-7

COURSE DESCRIPTION

An introduction to the fundamentals of customer service and selling. Topics include developing and conveying a positive attitude, identifying buying motives and customer needs, developing and delivering a sales presentation, customer approaches, sales strategies, and cultivating repeat business through service. Prerequisites: DSPR 0800 and DSPW 0700 or equivalent skills.

COURSE OUTCOMES

Course outcomes will be pursued through a combination of reading, lecture, class discussion, student presentations, case analysis, written assignments, and team collaboration. Students will participate in activities designed to enhance their abilities in communication, critical thinking, and problem solving.

1.  Develop a Personal Selling Philosophy that incorporates the marketing concept.

2.  Develop a Relationship Strategy that creates customer value in an ethical context.

3.  Develop a Product Strategy that incorporates creative product solutions that add value.

4.  Develop a Customer Strategy that addresses buyer behavior.

5.  Develop a Customer Presentation Strategy that adds value.

6.  Explain the process of self management and the management of others.

Competencies Which Support Course Outcomes

Without reference to notes or other materials students should be able to:

1.   Explain the relationship between personal selling and the marketing concept.

2.   Discuss the current personal selling opportunities.

3.   Explain how to build a relationship strategy that adds value.

4.   Describe the critical role of ethics in building customer relationships.

5.   Develop a product strategy that creates product solutions for the customer.

6.   Explain the importance of creating product selling strategies that add value.

7.   Describe buyer behavior, motives, and decision making in relation to developing a customer strategy.

8.   Explain the steps to developing and qualifying a customer prospect base

9.   List and discuss the steps to develop a presentation strategy, pre-approach, presentation plan, and the approach.

10.    Describe the essential elements of the consultative sales presentation.

11.    Develop a an effective sales demonstration plan that incorporates proof devices.

12.   Explain the types of buyer concerns and the methods and process used to negotiate buyer concerns.

13.   Review the basic guidelines to closing a sale and confirming the customer business partnership.

14.   Summarize the essential concepts related to servicing the sale and building thecustomer relationship.

15.   Explain the four dimension process to self-management and improvement.

16.   Review and discuss the various communication styles used in managing thecustomer relationship process.

SUMMARY OF COURSE REQUIREMENTS

1) Read the assigned material in the textbook (see the Semester Calendar);
2) Complete the 4 online tests;

3)  Complete the online Course Overview Test
4) Complete the online (proctored) Mid-Term and Final Exams.
5) Submit 2 written Case Studies.

OPTIONAL ACTIVITIES

There are a variety of learning materials within each chapter in the textbook and the online content, such as: quizzes for each module, Internet exercises, homework assignments, etc. These are not required but are recommended to help you develop mastery of the subject.

ONLINE TESTS/EXAMS

There are several online tests (see Grading Criteria below). Test questions for each of the online tests and the two exams will come from material covered in the Web lessons and the textbook. The Mid-Term Exam will include materials covered to that point in the course. The Final Exam will emphasize material covered after the Mid-Term Exam. A good strategy to prepare for the Mid-Term and Final Exams is to review all the tests you have completed (see the instructions in the FAQ's). The online tests are timed and ONE attempt is allowed. The amount of time allocated begins when you click the link to access a test; therefore, you MUST be prepared to complete the test when you access it.

The Course Overview Test is a cumulative online quiz consisting of about 30 questions.  It is designed to measure your grasp of the entire course.  I recommend that you take this quiz LAST.  Again, it is cumulative and online, but not proctored.

The Mid-Term and Final Exams must be proctored. You may take both the Mid-Term and Final Exams in the Testing Center in the Library on the Nashville Tech campus or at one of the Nashville Tech off-campus sites in Waverly or Cookeville. The hours for the Testing Center on campus are: 8:00 a.m.-7:30 p.m. Monday - Thursday, 8:00 a.m.-4:30 p.m. Friday, and 9:00 a.m.-2:00 p.m. Saturday. If you plan to go to an off-campus testing center, I suggest that you check with them to determine their hours and procedures for the current semester. Please call me with any questions. You must have photo identification to take tests in the Testing Center. Tennessee Board of Regents rules and regulations require that no children under 12 years of age will be allowed in the Testing Center.

You should schedule at least one hour to complete each test or exam. You will be allowed 2 hours and may use ONE page of notes (8 1/2 X 11 both sides) for each test or exam.

If you have extraordinary circumstances and cannot come to campus to complete the Mid-Term and/or Final Exam, you must make arrangements with an acceptable proctor in your area. Acceptable proctors could include: school teachers, college professors, school administrators (e.g. principals), and librarians. You must contact me with your arrangements for a proctor by the third week of school.

MISSED TEST/EXAM POLICY

Tests and exams will not be available after the deadline published in the Semester Calendar. Missed tests will receive a grade of zero. There will be a five point per day grade reduction for late tests in the unlikely event that an extension is approved. Clearly, this is to encourage you not to procrastinate until the deadline.

CASE STUDY ASSIGNMENTS

Two case study assignments will be assigned throughout the semester.  In addition to evaluating a student's grasp of the course content, the case studies are designed to promote critical thinking.  Further information regarding the assignment can be found on the CONTENTS page of the course.

GRADING CRITERIA

GRADING SCALE

A = 1080+  points
B = 960-1079
C = 840-959
D = 720-839
F = 0-719

EXTRA-CREDIT

Extra-credit can be earned by completing the Practice Tests. Practice Tests are available through the QUIZZES page. You will be able to earn up to 10 points towards your final average and credit will be awarded based on the PERCENTAGE of CORRECT responses that you submit during the semester. For example, there are 12 Practice Tests, and if you make a 90% on every test, you will have 9 points added to your final average.  OR if you make 100% on 6 tests, you will have answered 50% of ALL possible questions correctly, and you will have 5 points added to your final average.... (This means that you can improve your average by a whole letter grade by correctly completing all of the Practice Tests.)

ATTENDANCE

Timeliness in this course is critical to success. There are specific due dates set for homework assignments and exams. Homework due dates and test dates will be strictly adhered to and will not be extended. Failure to complete homework and exams by the due dates will result in a grade of zero for that assessment. A student that stops submitting work during the semester and does not withdraw will be assigned a grade of “FA”. FA means failure, attendance related.  A student that never submits work and does not withdraw will be assigned a grade of “FN”. FN means failure, never attended class (unofficial withdrawal).

***Failing to submit two consecutive assignments or failure to take two exams will result in a grade of FA for the course.

You do not need to contact me in order to “check in” as long as you are up to date on your assignments.

WITHDRAWING FROM COURSE/COLLEGE
A student must officially withdraw from a course/college.  Please refer to the most recent Nashville State Tech catalog for information on withdrawing.


ADA POLICY
Nashville State Community College complies with the American with Disabilities Act.  If you wish to request any accommodation(s) for this class, please notify the instructor as soon as possible. The Student Disability Services office is located in D-26 and their phone number is 353-3721.

 COMMUNICATION

***It is the student’s responsibility to check D2L and MyNSCC email on a regular basis.  These are the official communication channels between the college and students. Students are responsible for the information communicated through those channels.  D2L contains specific course information and MyNSCC contains information important for other purposes.

CLASS MISCONDUCT AND PROCEDURES

 Nashville State Community College has a zero tolerance policy for disruptive conduct in the classroom.  Students whose behavior disrupts the classroom will be subject to disciplinary sanctions. 

ACADEMIC DISHONESTY

Any form of academic dishonesty, cheating, plagiarizing, or other academic misconduct is prohibited. “Plagiarism may result from:  (1) failing to cite quotations and borrowed ideas, (2) failing to enclose borrowed language in quotation marks, and (3) failing to put summaries and paraphrases in your own words” (A Writer’s Reference 331).  Academic dishonesty may be defined as, but is not limited to, intentionally trying to deceive by claiming credit for the work of another person, using information from a web page or source without citing the reference, fraudulently using someone else’s work on an exam, paper, or assignment, recycling your own work from another course, purchasing papers or materials from another source and presenting them as your own, attempting to obtain exams/materials/assignments in advance of the date of administration by the instructor, impersonating someone else in a testing situation, providing confidential test information to someone else, submitting the same assignment in two different classes without requesting both instructor’s permission, allowing someone else to copy or use your work, using someone else’s work to complete your own, altering documents, transcripts or grades, and forging a faculty/staff member’s signature. (Student Handbook)

 In addition to other possible disciplinary sanctions that may be imposed through regular college procedures as a result of academic dishonesty the instructor has the authority to assign an “F” or a “Zero” for the exercise, paper, or examination or to assign an “F” for the course.  (Student Handbook)

 If a student believes that he/she has been erroneously accused of academic dishonesty and if his/her final grade has been lowered as a result, the student may appeal the case through the appropriate college grade appeal procedures. (Student Handbook page 11)