DUQUESNE UNIVERSITY

A.J. PALUMBO SCHOOL OF BUSINESS ADMINISTRATION

Dr. John M. Lanasa

373 Sales Administration

Phone: 396-5153

Office: 812 Rockwell Hall

Hours: Announced in class

This course provides an introduction to the fundamentals of salesmanship and problems confronted by the sales manager. The topics will include but are not limited to: buying process, pricing, market analysis, sales management, selling, sales training, motivating, and ethics. Software will be integrated into this course to reflect current trends in sales management and the selling function. (Prerequisite 371)

1. To familiarize the student with the evolution of the selling process.
2. To understand the differences between the consumer retail markets and industrial market requirements.
3. To understand the role of selling and the selling process.
4. To understand the determinants of buying behavior.
5. To enhance the communication process between buyers and sellers.
6. To understand the steps in the selling process.
7. To enhance student understanding of sales management and administration.
8. To understand the legal and ethical responsibilities of sales professionals.

1. Have an understanding of sales and sales management;
2. Understand buyer/seller relationships;
3. Demonstrate an understanding of steps in sales calls;
4. Evaluate sales, volume, cost, and profitability
5. To understand and differentiate between the retail and industrial markets;
6. Develop a social and ethical responsibility in sales administration.

1. Role of Personal Selling Chapter 1
   1. The Role of Selling and The Selling Process
      • Duties of Sales People
      • The Marketing Concept
      • Myths About Selling
      • Stereotypes
      • Careers

2. Legal and Ethical Responsibilities Chapter 3
   1. Law & Selling
   2. Ethical Responsibility

3. Determinates of Buying Behavior Chapter 4
   1. The Buying Process
      • Model
   2. Understanding Behavior
      1. Demographics
         • (a) Variables
         • (b) Measures
      2. Economic Influences
         • Variables
         • Measures
         • Personality Style

4. Communications Chapter 5
   1. The Communications Process
      • Pacing
      • Non-Verbal
   2. French/Raven Model
      • Power Perception
   3. Feedback Loops

5. The Interactive Selling Process: Chapter 6
   1. TQM Approach
      • Pre-Call Preparation
   2. Marks Model

6. Prospecting Chapter 7
   1. Importance of Prospecting
   2. Techniques

7. Approach Chapter 8
   1. Gaining Entry
   2. Establishing Rapport
   3. Gaining Attention

8. Presentation Chapter 9 &10
   1. Types
   2. Presentation Psychology

9. Handling Objection Chapter 11
   1. Preparation
   2. Ignoring Clarifying
   3. Tactics
   4. Strategies

10. Sales Negotiation Chapter 12
    1. Principled Negotiations
    2. Win/Lose Maneuvers
    3. International Differences

11. Closing Chapter 13
    1. Myths about Closing
    2. When to Close
    3. Closing Techniques

12. After Sales Service Chapter 14

13. Understanding the Selling Markets Chapter 15
    1. Retail Selling
    2. Industrial Selling

14. Management of the Sales Force Chapters 16 & 17
    1. Self-Management
    2. Time Management
    3. Account Management
    4. Quota Systems
    5. Building the Sales force
       • Recruitment
       • Selection
    6. Motivation and Evaluation
       • Supervisory Techniques
       • Incentives

  V. STUDENT RESPONSIBILITIES

The student is responsible for completing all the readings designated on the course outline. Any material presented in the class which is not included in the assigned textbook is also the responsibility of the students. Cases are due at the beginning of class on the designated date. Attendance is mandatory!

VI. TEACHING TECHNIQUES

The methods of teaching Sales Administration are lecture, group discussion, case study and computer applications. Lectures will be based on text materials, outside readings and practical experience on the part of the instructor. The student is expected to function independently and also in group situations utilizing his or her background and experience to arrive at problem solutions.

This course provides the fundamental knowledge base for sales administration. It is the intent of this course to raise the level of competence in all the associated areas of sales administration. The course evaluation should consist of the following:

Lecture and Chapter Tests 50%

Class Project 25%

Final Exam 25%

Total amount 100%

Plus-minus grade option should be used.

Ronald B Marks, Personal Selling: A Relationship Approach, Pentice-Hall.