NOTRE DAME UNIVERSITY

GRADUATE SHOOL
SALES FORCE MANAGEMENT SYLLABUS

Course Number: BA622n

Course Title: Sales Force Management
No. of Units: 3
Pre-requisite: None
Professor: Dr. Ronald G. Mamaril,CPA
E-mail Address: ronaldgmamaril@yahoo.com
Class Schedule: 05:00PM-9:00PM Saturday
Types of Class: Regular
Contact Hours: 52
Target Group: MBA 2(Elective subject)
Course Description: The course aims to impart fundamentals
of selling to students. The order of steps
in selling process; numerous and various
selling experience and the means within
the selling process interact with clients
and customers in logical seamless and
ethical flow are the competency and
character the course aims to develop in a
student. Moreover, sales process form
planning the approach to closing and
follow up for exceptional customer
service are also emphasized in this
course. Finally, selling process trains
students in a detailed yet
comprehensive, step-by-step selling
process that is universal in nature, once
learned, a student has the basic
background to sell any product.
General objective: The goal of the sales management
course I s to assess elements of an
effective sales force as a key and vital
component of the organizations whole
marketing effort. Course objective
includes understanding the sales
process. The relationship between sales
and marketing. Sales force structure
customers relationship management,
use of technology to improve sales force
effectiveness, issues in recruiting,
 selecting, training, motivation,
compensating and retaining salespeople.
And ethics and laws on sales.
The course is primarily an interactive
discussion including cases, discussions,
arguments, sales presentation and
demonstrations. Pro-action papers. Case
illustrations. Synthesizes sales reports
and researches are vital requirement of
the course.

Specific objective: At the end of the course the students

are:
1. Able to know the essential steps
of the selling process;
2. Able to understand the
psychology of selling;
3. Able to appreciate selling as a
profession;
4. able to present and demonstrate a
sale;
5. Able to analyze and synthesize
sale cases; and
6. Able to develop a marketing
research focuses on sales force
management.

Course outline
Unit 1- selling as a profession

Description This unit provides an overview of the

sales profession. It examines the sales
career and introduces the 10 steps of
selling process. Further, the unit course
explains how personal selling fits in to
the organizations marketing
Learning competencies Principles of selling
Topics The life, career and opportunities of
sales professionals
Strategies Lecture/ discussion
Class activates Sharing
Evaluation Reflection paper on selling as a
professing
Readings Customer love by mac Anderson
Values Excellence and service
Unit 2- ethics first then customer relationship

Description This unit is one go the most important in

the course. Social, ethical, and legal
issues for sales persons are often
personal and technical in nature, yet
essential for understanding how to be
outstanding professional.
Learning competencies 1. Describe salesmans social
responsibilities
2. Explain what influences ethical
behaviors
3. Define sales force managements
ethical responsibilities
4. Discuss ethical dealing among
salespeople, employers, and
customers.
Topics 1. Social, ethical, and legal
influences
2. Managements responsibilities
3. Influences ethical behavior
4. Managements ethical
responsibilities
5. Ethics dealing with :
Sales people
Employers
Customers
6. Managing sales ethics
Strategies Reporting

Class activities Presentation of social, ethical and legal

issues on sales
Evaluation Pro-action paper on social, ethical and
legal issues on selling
Readings Pursuit to happiness(watch a video)
values integrity
Unit 3- the psychology of selling

Description This unit assesses why and how

individuals buy. It emphasizes the need
for salespeople to stress benefits in their
presentation.
Learning competencies 1. Explain the difference between a
feature, an advantage and a
benefit.
2. Able to construct a SELL
sequence
3. Enumerate the techniques for
determining a customers needs
4. List factors that influence the
customers buying decision
5. Show why buying Is a choice
decision
Topics 1. Why people buy
2. Psychological influences on
buying
3. FABulous approach to buyer
satisfaction
4. A?????d
5. SELL sequence
6. Perceptions, attitudes, and beliefs.
7. Buyers personality be considered
8. Technology provides information
9. View buyers as a decision
Strategies Creative reporting
Class activities Interactive discussion
Evaluation Topic summary illustration
Readings Fundamentals of selling by Charles m
Futrell
values Respect , service
Unit 4- communication for relationship building

Description The ability to effectively communicate

both verbal and nonverbal is crucial to
sales success. This unit introduces
important sales skills.
Learning competencies 1. Present and discuss the
salesperson- buyer
communication process
2. Discuss and illustrate the
importance of using nonverbal
communication when selling
3. Define and recognizes
acceptance, caution,
disagreement non- verbal signals
4. Review barriers to effective sales
communication
5. Explain ways of developing
persuasive communication.
Topics 1. Communication:
Verbal
Nonverbal
2. Barriers to communication
3. Master persuasive communication
to maintain control

Strategies Role playing

Class activities Product/ service presentation
Evaluation Write up on sales interview experience
Readings Dress for success and to impress for
business professional and casual
occasion
values Excellence

Unit 5- sales knowledge: customers, products, and technologies

Description Success salespeople are knowledgeable

individual. Many salespeople are experts
in their fields.
Learning competencies 1. Explain why it is important to be
knowledgeable.
2. Discuss the major body of
 knowledge for increase sales
success.
3. Illustrate how to use this
knowledge during the sales
presentation
4. Explain the main technologies
used by salespeople.
Topics 1. Source of sales knowledge
2. Knowledge builds relationships
3. Know your:
Customer
Company
Product
Reseller
4. Advertising
5. Sales: internet and the world wide
web
6. Technology etiquette
Strategies Interactive lecture and discussion
Class activities Interactive group discussion
Evaluation Sales application question book:
fundamentals of selling by frutell

Readings Article on selling: Microsoft/ apple Inc.

values Excellence

Unit 6- the relationship selling/ prospecting

Description Selling skills help sales people find

prospect, analyze their needs, create a
presentation that emphasizes benefits of
the salespersons products, and show
how needs will be fulfilled, success
salespeople address potential objections
in order to gain commitments, in other
words close the sale, they provide
exceptional service to earn the privilege
of repeating the cycle in order to help the
customer in the long term. These
salespeople follow the golden rule
thought the sales process to sell today
and build a long term business
friendship.
Learning competencies 1. Define the sales process, and list
and described its 10 steps in the
 correct sequence
2. State the importance to prospect
3. Describe the various prospecting
method

Topics Prospecting- the lifeblood of selling

Strategies Class participative discussion
Class activities Case analysis
Evaluation Submit case analysis summary and
report Canadian equipment (page 250)
Readings Cases
values Excellence

Unit 7- sales presentation

Description Discusses the buyers product features,

advantages, and benefits, marketing
plan, and the business proposition.

Learning competencies 1. Discuss the purpose and essential

steps of the sales presentation.
2. Give examples of the sic sales
presentation mic elements.
3. Describe difficulties that may arise
during the sales presentation and
explain how to handle them
4. Explain the need to properly
diagnose the prospects
personality to determine the
design of the sales presentation
Topics 1. Elements of great sales
presentation
2. Purpose of the presentation
3. Three essential steps within the
presentation
4. The sales mix presentation
5. Dramatization and demonstration
6. Technology can help
7. The sales presentation goal model
8. The ideal presentation
Strategies Class demonstration- sales presentation
Class activities Role playing/ dramatization/ sales
presentation
Evaluation Graded performance/ peer cliniquing
Readings The greatest sale man by og mandino
values Excellence

Unit8- service follow up for customer retention

Description Providing service to the customer is

extremely important in todays
competitive marketplace
Learning competencies 1. State the service and follow up are
important to increasing sales.
2. Build friendship
3. Discuss how follow up and service
results in account penetration and
improve sales
4. List the eight steps involved in
increasing sales to your customer
5. Explain the importance of properly
handling customers returned
goods requests and complaints in
a professional manner
Topics 1. The importance of service and
follow up
2. Building a long term business
friendship
3. Relationship marketing and
customer retention
4. The product and service
component
5. Customer satisfaction and
retention
6. Excellence customer service and
satisfaction require technology
7. Turn follow up and service in to a
sale
8. Handle complaints fairly
9. Build a professional reputation
10. Do's and donts of business sales
people
11. The path to sales success: seek,
knock, ask and serve
Strategies Lecture discussion/ interactive reporting
Class activities Student- center activity: reporting
interactive discussion
Evaluation Case 9-3 negotiation with a friend (pages
304-305)
Case 11-12 major oil , Inc. pages(368-
371)
 Case 13-1 Skaggs omega(pages 441)
Readings Case studies
values Excellence

Assessment items / evaluation activities:

TOPICS KNOWLEDGE APPLICATION ANALYSIS TOTAL

Selling as a 5 5
profession
Ethics first 5 5 10
then customer
relationship
The 5 5 5 15
psychology of
selling
Communication 5 5 10
for relationship
building
Sales 5 10 15
knowledge:
customer,
products,
technologies
The 5 15 20
relationship
selling/
prospecting
Sales 5 10 15
presentation
Service follow 5 5 10
up for customer
retention
TOTAL 40 55 5 100

Grading system: subscribe to the university policy

Policies: Follow the university policy on students

absences, tardiness, dress code,
classroom and campus behaviors,
cheating, plagiarism, submission of
requirements, and examination.
Reference: Futrell, Charles m. ;2009; fundamentals
of selling 11th ed. ; McGraw hill Irvin;
 usa
Effectively: June 2014