Study Guide

Objective

Upon completion of the course, the student shall understand the fundamental importance of social
Expertise, customer service and the factors that record in a sales process.

Content

Customer Service
Sales Process
Argumenation
Social skills

Location and time

Spring term 2022

Teaching methods

Lectures and group work (benchmarking)

Employer connections

Pre-marking of companies in the industry shall take place during the course.
- Students are expected to participate actively in the discussions on the course subject during the lectures.

Exam schedules

- (at least) one course tent is held at the end of the course.
- Lectures and reports on it to be held and submitted during the course.

Student workload

Premature use consists of active participation in the lessons, benchmarking and evaluation of them. The course is 3sp.

Content scheduling

Approximately half of the course is devoted to customer service in commerce and the other half to sales and consumer legislation.

Further information

Notification of participation in the course should be made to the lecturer no later than one week from the start of the course.

Evaluation scale

H-5

Assessment criteria, satisfactory (1)

-Know the main basics of customer service, sales and
Consumer Law

Assessment criteria, good (3)

Have good ability to account for:
-The impact of customer service even in critical situations,
-The sales process.
-Impact of consumer protection legislation in different situations

Assessment criteria, excellent (5)

-Commensable knowledge in both social skills, customer service and the sales process
In the light of consumer protection legislation.

Assessment methods and criteria

Presentation, lectures and active participation in the course form the basis for the assessment.

Assessment criteria, fail (0)

The student is unsuccessful if:
- the test result is below the minimum level (normally 30-50% of the maximum score depending on the degree of difficulty of the exam)
- Benchmarking tasks incl. presentation and report not performed.
- The student did not participate in the lectures.

Assessment criteria, satisfactory (1-2)

Before - Test result at least 30-50% of the maximum score depending on the tent. Then linear scale up to about 95% of the maximum score, which gives the highest marks.
- Approved benchmarking task
- Participation in the lectures.

Qualifications

No prior knowledge is needed