MKT 150 - Customer Relationship Management and Selling

Institution:

Kapiolani Community College

Subject:

Description:

3 hours lecture per week MKT 150 is the study of the principles of Customer Relationship Management (CRM) and selling. The study of CRM and sales involves customer acquisition, retention, and growth that lead to referrals and increased revenues. Students will develop an understanding of the sales process, both outside professional selling and inside retail selling. 1 Upon successful completion of MKT 150, the student should be able to: Develop a CRM plan. Develop a complete sales presentation. Explain the principles of CRM. Identify the major characteristics that influence buying behavior. Identify the stages of the consumer buying decision process. Outline the business buying decision process. Describe relationship marketing and its role in business. Design customized offers and communications. Select strategies for gaining customer loyalty. Use online technology to build customer relationships and customer information. Summarize the selling process. Outline the steps in prospecting and qualifying potential customers. Outline the steps in the pre-approach and approach. Demonstrate a sales presentation. Demonstrate how to overcome sales resistance and objections.

Credits:

3.00

Credit Hours:

Prerequisites:

Corequisites:

Exclusions:

Level:

Instructional Type:

Lecture

Notes:

Additional Information:

Historical Version(s):

Institution Website:

kapiolani.hawaii.edu/page/home

Phone Number:

(808) 734-9000

Regional Accreditation:

Western Association of Schools and Colleges

Calendar System:

Semester

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