MRK-2111 : Sales Force Management NRC 90195 Automne 2014 Mode d'enseignement : Présentiel Temps consacré : 3-0-6 Crédit(s) : 3 Préalables : MRK 1000 OU MRK 1101 Selling is a fundamental part of both business and everyday life. In a company, salespeople are the communication vehicle that drives the information back and forth between the firm and the customer. To close a sales deal, salespeople play a significant role in the process of purchase. This course is designed to teach you about how to sell effectively in a business environment. We will also touch the base of sales force management to learn how to develop a winning sales force from the managerial perspectives. Ce cours est la version anglaise de MRK-2107 Force et techniques de vente. Un seul de ces deux cours sera reconnu dans le programme. Plage horaire : Cours en classe jeudi 08h30 à 11h20 PAP-1307
Du 2 sept. 2014 au 12 déc. 2014
Il se peut que l'horaire du cours ait été modifié depuis la dernière synchronisation avec Capsule. Vérifier l'horaire dans Capsule Site de cours : https://www.portaildescours.ulaval.ca/ena/site/accueil?idSite=54214
Office Numbers and Schedules Jau-Shyuam (Christine) Lai Enseignant
Pavillon Palasis-Prince, local 2449
[email protected] 4186562131 poste 7711 Disponibilités :
By Appointment Jau-Shyuam Lai Enseignante
[email protected]
Soutien technique :
Comptoir d'aide APTI (FSA) Palasis Prince, Local 2215-B http://www.fsa.ulaval.ca/azimut
[email protected] 418-656-2131 poste 6258
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Sommaire Course Description ......................................................................................................................................................................... 3 Introduction ............................................................................................................................................................................... 3 General Objectives ................................................................................................................................................................... 3 Detailed Objectives ................................................................................................................................................................... 3 Instructional Approach .............................................................................................................................................................. 3 Supervision ............................................................................................................................................................................... 4 Course Content ............................................................................................................................................................................... 4 Evaluations & Grading .................................................................................................................................................................... 5 Graded Assignments ................................................................................................................................................................ 5 Informations détaillées sur les évaluations sommatives ........................................................................................................... 5 Team work1: Mid-term Project ............................................................................................................................................ 6 Team work 2: Mini case ...................................................................................................................................................... 6 Individual work .................................................................................................................................................................... 6 Final Exam .......................................................................................................................................................................... 7 Participation and Attendance .............................................................................................................................................. 7 Grading Scale ........................................................................................................................................................................... 7 Course Language Policy ........................................................................................................................................................... 7 Plagiarism ................................................................................................................................................................................. 7 Disciplinary Regulations ............................................................................................................................................................ 7 Exam Absences ........................................................................................................................................................................ 8 Students with disabilities, learning difficulties or mental health problems ................................................................................ 8 Deadlines and Overdue Work ................................................................................................................................................... 8 Laptop and Software Requirements ......................................................................................................................................... 8 Course Evaluation ..................................................................................................................................................................... 8 Teaching Materials .......................................................................................................................................................................... 9 Required Materials .................................................................................................................................................................... 9 Supplemental Materials ............................................................................................................................................................ 9 References and Appendices ........................................................................................................................................................... 9 References ................................................................................................................................................................................ 9 Appendices ............................................................................................................................................................................... 9
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Course Description Introduction An effective sales force plays a key component of the organization's marketing effort and has direct impact on organizational performance. Salespeople have to effectively communicate with different departments (or functions) in their firm and to externally communicate with clients to carry their selling duties. This course extends students' understanding of marketing and selling by covering personal selling (a micro perspective) and sales force management (a macro perspective). It introduces the importance of sales jobs and the consequences of having a winning sales force in today's business world. It also introduces the challenging of maintaining a successful sales force and motivating it. This course is designed for the undergraduate students at the program of Business Administration; however, students who have taken courses in marketing or marketing relevant topics and are interested in selling and sales force management are welcome. The course plan is a contract between you and the teacher. It defines a working procedure for the course material, your path and progress and the requirements you must meet. If you have questions or comments, please contact your teacher. Note on the course workload : this undergraduate university course requires an average of [9 to 12] hours of work per week. You should be fully aware that to undertake this course successfully you must have the time to devote to it.
General Objectives This course is designed to teach you about how to sell effectively in a business environment. We will also touch the base of sales force management to learn how to develop a winning sales force from the managerial perspectives. While our focus will be on selling and sales management in a business environment, you will find the concepts discussed in class will add value to your interpersonal communication skills in general. There are three primary objectives for the Sales Force Management course. 1. To gain a better understanding of the importance of personal selling and its impact on marketing efforts in an organization. 2. To gain a solid understanding of managing a winning sales force from a managerial viewpoint. 3. To strengthen personal communication skills and to integrate what has been said in the theories to apply in professional situations.
Detailed Objectives This course is aimed to complete the following objectives: 1) To understand how to develop a personal selling philosophy that incorporates the marketing concept 2) To understand how to develop a customer strategy that addresses buyer behavior 3) To understand how to develop a customer presentation strategy that adds value 4) To understand how to design sales territories and quotas setting in order to gain high sales performance 5) To understand how to motivate the sales force and the role of sales manager and his or her leadership 6) To understand how to allocate sales resources to maximize sales performance
Instructional Approach 1. In this course, students are required to read assigned chapters prior to class. Additionally, a variety of other materials (cases, lectures) will be introduced in class. Students are expected to show respect to the class. Unacceptable behaviors such as tardiness, chatting, working on material that is unrelated to this class, using the cell phone and computer, and sleeping...etc. are not acceptable. Your presence in class should indicate that you are willing to listen and participate. Any unacceptable behavior in class will be detrimental to your class participation grade. 2. This course uses a teaching method appropriate for management education. As such, the class format and and teaching materials are intended to stimulate learning though collaboration, communication and individual work. The goal is to © Université Laval
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2. materials are intended to stimulate learning though collaboration, communication and individual work. The goal is to assist students in managing their time in a manner that is flexible yet structured and therefore enhance the learning process. Here is a list of learning activities that will be used in the course: LEARNING ACTIVITIES
DESCRIPTION
Required and Suggested Readings
You may find the required and suggested readings in the course content. The readings will help you to assimilate the subject’s concepts.
PowerPoint Presentations
The presentation slides designed for every course will be uploaded to ENA everyweek.
Video Capsules
Short presentations done by experts and practitioners will be presented in class. These videos allow you to be familiar with the business language used in the field. These videos also cover the current issues in sales force management of which students have to be aware.
Role Play Exercices
Exercises allow students to capture the key elements in the course. Exercises will be given in certain classes.
Teamwork 2 (mini case)
Cases provide realistic business situation and senario to allow students to understand better what will happen in the field. Cases are great practices for students before they start their professional careers.
Teamwork 1 (mid-term project)
Mid-term project is a teamwork that each team should develop a sales strategy and its implementation plan.
Final Exam
Students will be given a final exam. There will be no makeups for missed exams unless you present documentation of a university-accepted excuse.
Supervision Late Assignments Written assignments will be collected on their due dates. Make sure that you submit every assignment on time to get full credit for your assignment. If the assignment is not submitted on time you will be penalized. It is up to you to keep track of due dates for the assignments, so please refer to this syllabus and ENA often to keep abreast of the schedule. Please do not depend on the professor to remind you of due dates. Communications with the teacher: Students are suggested to contact the professor by email or by telephone. Messages on the forum will be read and answered once a week. Personal emails will be answered as soon as possible. To ensure a prompt answer, you are asked to make your questions and comments clear and self-explanatory (e.g. cite the names of the documents and the page numbers referred to). Exam Policy: There will be no mark-up exam, additional exam or supplementary assignment for this course. For the exceptional situation, please consult the examen policy on the following site: http://www4.fsa.ulaval.ca/cms/site/fsa/accueil/formation/1ercycle/absenceexamen It is the student's responsability to inform the professor in advance if he or she has the difficulty or problem for attending the exam.
Course Content Le tableau ci-dessous présente les semaines d'activités prévues dans le cadre du cours. Titre
Date
Activity
Lecture 01 : Overview of the course. Introduction of today`s personal selling and sales force management
4 sept. 2014
Chapter 1 and Chapter 3 © Université Laval
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Chapter 1 and Chapter 3 Lecture 02 : The Process of Selling and Buying Chapter 2
11 sept. 2014
Team List
Lecture 03 :Personal Selling I
18 sept. 2014
Examples Role Play
Lecture 04 : Personal selling II and Customer Relationship management (CRM) Chapter 3
25 sept. 2014
Role Play
Lecture 05 : Organizing the Sales Effort Chapter 4
2 oct. 2014
Lecture 06 : The Strategic Role of Information in Sales Management Chapter 5
9 oct. 2014
Lecture 07 :Sales Force Recruitment and Selection Chapter 8 and 9
16 oct. 2014
Mid-term Presentation
23 oct. 2014
Reading week
30 oct. 2014
Lecture 08 : Salesperson Performance: Behavior, Role Percpetions and Satisfaction Chapter 6
6 nov. 2014
Mini Case Presentation: Team 1 and Team 2
Lecture 09 : Salesperson Performance: Motivating the Sales Force Chapter 7Deadline for the individual work
13 nov. 2014
Mini Case Presentation: Team 3 and Team 4
Lecture 10 : Salesperson Compensation and Incentives Chapter 11
20 nov. 2014
Mini Case Presentation: Team 5 and Team 6
lecture 11: Evaluating Salesperson Performance Chapter 13
27 nov. 2014
Mini Case Presentation: Team 7
Lecture 12: Cost-Analysis Chapter 12
4 déc. 2014
Final Exam 12h30-15h20 The final exam will be held at local 0215.
10 déc. 2014
Note : Veuillez vous référer à la section Course Content de votre site de cours pour de plus amples détails.
Evaluations & Grading Graded Assignments Sommatives Titre
Date
Mode de travail
Pondération
Team work1: Mid-term Project
Le 23 oct. 2014 de 08h30 à 11h20
En équipe
30 %
Team work 2: Mini case
À déterminer
En équipe
15 %
Individual work
Dû le 13 nov. 2014 à 08h30
Individuel
15 %
Final Exam
Le 10 déc. 2014 de 12h30 à 15h20
Individuel
35 %
Participation and Attendance
À déterminer
Individuel
5%
Informations détaillées sur les évaluations sommatives © Université Laval
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Informations détaillées sur les évaluations sommatives Team work1: Mid-term Project Date :
Mode de travail : Pondération : Remise de l'évaluation :
Le 23 oct. 2014 de 08h30 à 11h20 Every team should hand in the written report the day when the presentation is delivered (before the presentation) En équipe 30 % Local
Directives de l'évaluation : This is a teamwork assignment. Everyone should participate in the activities associated with this assignment to complete it. Each team will receive a description of product/service. You will find the guide of midterm project in the section of appendice of ENA. 1. Oral presentation: A 10-min presentation is expected. It is considered a business presentation. Each team can delegate one person for the presentation or assign parts of the presentation to all team members. It is up to you to organize your presentation. The audience is authorized to ask you questions. 2. Written report: Every team should hand in the written report (typed with correct grammar, punctuation and spelling) the day when the presentation is delivered (before the presentation). The written report has maximum 10 pages using 1.5 line spacing and margins should not be greater than 3 cm (1.15 inches). The 10-page report does not include appendices and reference. Before the presentation you will have to give your written work printed. 3. Team evaluation sheet: each team should hand in the team evaluation along with the report. You will find the team evaluation sheet in the section of appendice of ENA. 4. Evaluation Criteria: You will find the guide for the project and the criteria of evaluation in the section of appendice of ENA.
Team work 2: Mini case Date de remise : Mode de travail : Pondération : Remise de l'évaluation :
À déterminer The presentation date is indicated on the course content section of ENA En équipe 15 % Local
Directives de l'évaluation : This is a teamwork assignment. Everyone should participate in the activities associated with this assignment to complete it. 1. Mini case: Each team will be assigned a selling case with questions in the beginning of the session. Students are responsible for keeping the copy of the mini case. I will not do extra copies. 2. Oral presentation: A 10-min presentation is expected. It is considered a business presentation. Each team can delegate one person for the presentation or assign parts of the presentation to all team members. It is up to you to organize your presentation. The audience is authorized to ask you questions. The presentation schedule is indicated in the section of course content of ENA. 3. Présentation PPT: each team should hand in a copy of your presentation (recto verso print) the day when the presentation is held (before the presentation). 4. Team evaluation sheet: each team should hand in the team evaluation along with the copy of presentation. You will find the team evaluation sheet in the section of appendice of ENA. 5. Evaluation Criteria: You will find the guide for mini case and the criteria of evaluation in the section of appendices of ENA.
Individual work Date de remise : Mode de travail : Pondération : Remise de l'évaluation :
13 nov. 2014 à 08h30 Individuel 15 % Local
Directives de l'évaluation : You will find the instruction and a list of questions concerning a salesperson's function and working environment in the section "appendices" of ENA. In this assignment you will need to contact a salesperson and conduct an interview with this person in order to answer the questions. A written report and the questionnaire with the responses of the salesperson (typed with correct grammar, punctuation and spelling) should be submitted on the date indicated. The written report has maximum 5 pages using 1.5 line spacing and margins should not be greater than 3 cm (1.15 inches). The 5-page report does not include appendices and reference.
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Final Exam Date : Mode de travail : Pondération : Remise de l'évaluation :
Le 10 déc. 2014 de 12h30 à 15h20 Individuel 35 % Both of the answers sheets should be handed in right after finishing the exam
Directives de l'évaluation : 1. There will be no makeups for missed exams unless you present documentation of a university-accepted excuse. Please consult the exam policy on the following site: http://www4.fsa.ulaval.ca/cms/site/fsa/accueil/formation/1ercycle/absenceexamen 2. There will be two parts of questions in the final exam: Multiple questions with single answer (30-35 questions: 60 or 70%) Short answer questions (40 or 30%)
Participation and Attendance Date de remise : Mode de travail : Pondération : Remise de l'évaluation :
À déterminer Individuel 5% Local
Directives de l'évaluation : You will receive some in class assignments for the participation evaluation
Grading Scale Cote
% minimum
% maximum
Cote
% minimum
% maximum
A+
90
100
C+
66
69,99
A
86
89,99
C
62
65,99
A-
82
85,99
C-
58
61,99
B+
78
81,99
D+
54
57,99
B
74
77,99
D
50
53,99
B-
70
73,99
E
0
49,99
Course Language Policy Students have the possibility of handing in their papers and answering their exams in French with no consequences on their grade. However, course materials, instructions and exams will not be translated and will be available in English only.
Plagiarism FSA ULaval does not tolerate conduct that does not comply with its ethical standards. The Règlement disciplinaire à l’intention des étudiants de l’Université Laval lists some 20 academic infractions that are subject to penalty. Everyone knows the most common errors, but are you aware that copying a few sentences from a work on paper or a website without inserting quotation marks or citing the source are two of the infractions? Or that summarizing an author’s original idea in your own words without citing the source, and translating a text in part or entirely without stating its origin, are also prohibited? To avoid exposing yourself to consequences ranging from failing a course to expulsion from the university, consult the following website: http://www.fsa.ulaval.ca/plagiat. You’ll find everything you need to avoid plagiarism.
Disciplinary Regulations Any student who is found to have committed a violation of the Règlement disciplinaire à l’intention des étudiants de l’Université Laval (Université Laval student disciplinary regulations) in this course, especially involving plagiarism, will be subject to the © Université Laval
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Laval (Université Laval student disciplinary regulations) in this course, especially involving plagiarism, will be subject to the penalties set out in the regulations. Students should familiarize themselves with sections 28 to 32 of the disciplinary regulations. These can be found (in French only) at the following web address: http://www.ulaval.ca/sg/reg/Reglements/Reglement_disciplinaire.pdf
Exam Absences There will be no markup exams or supplementary assignments for the missing exams. It is the students responsibility to ensure that exam times do not conflict at the beginning of each semester as the Faculty is unable to offer special arrangements. For more information (French only), go to: http://www4.fsa.ulaval.ca/cms/accueil/formation/1ercycle/absenceexamen
Students with disabilities, learning difficulties or mental health problems Students who have a letter of Attestation d’accommodations scolaires [English: certificate of academic accommodation] issued by a counsellor from the Accueil et soutien aux étudiants en situation de handicap section [French acronym: ACSESH; English: students with disabilities support services section] must inform their professor or instructor at the start of the session so that accommodation measures in the classroom or during examinations can be put in place by their program administration. Students with a functional impairment or disability who do not have this letter must contact the ACSESH at 656‑2880 as soon as possible. ACSESH strongly recommends that you take advantage of all the services to which you are entitled in order to succeed in your program, without discrimination or special privileges. For more information, please see the Procédure de mise en application des mesures d’accommodations scolaires [English: application for accommodation measures] at: https://www.aide.ulaval.ca/cms/Accueil/Situations_de_handicap.
Deadlines and Overdue Work The learning schedule laid out in the calendar should be adhered to as much as possible. There are exceptional circumstances that may prevent a student from submitting an assignment on time. In such cases, it is the student’s responsibility to inform the teacher as soon as possible to discuss an extension or plan an alternative.
Laptop and Software Requirements Students are expected to have a laptop compatible with the FSA ULaval IT environment in order to participate in course activities both inside and outside the classroom (e.g. management simulations, online quizzes, Securexam, etc.). Minimum software requirements for compatibility with the FSA ULaval environment: Operating system: Windows 8.1, 8, 7 or Vista Office Suite: Microsoft Office 2013, 2010 or 2007: Microsoft Word Microsoft Excel Microsoft PowerPoint Browser: Internet Explorer 8.0 or later Google Chrome Firefox 3.5 or later Safari 5 or later
Course Evaluation At the end of the course, the Faculty will conduct a summative evaluation, by soliciting your comments and suggestions, to determine whether the teaching method achieved its goals and your degree of satisfaction. During the session, a link to the course evaluation questionnaire will be uploaded to the course website home page. This evaluation is very important, as it will © Université Laval
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course evaluation questionnaire will be uploaded to the course website home page. This evaluation is very important, as it will allow us to improve the course. The course supervisors thank you in advance for your collaboration. Please note that this evaluation is confidential. Link to the course evaluation system.
Teaching Materials Required Materials Sales force management (11th ed. édition) Auteur : Mark W. Johnston and Greg W. Marshall. Éditeur : Routledge (New York) ISBN : 9780415534628
Supplemental Materials Leading the sales force : a dynamic management process (xv tome) Auteur : Darmon, René Y, MyiLibrary Éditeur : Cambridge University Press (CambridgeNew York, 2007) ISBN : 9786610749157
Building a winning sales force : powerful strategies for driving high performance (x tome) Auteur : Zoltners, Andris A, Sinha, Prabhakant, Lorimer, Sally E, Amacom Éditeur : AMACOM (TorontoNew York, 2009) ISBN : 0814410405
Selling today : partnering to create value (6th Canadi édition, xxv tome) Auteur : Manning, Gerald L Éditeur : Pearson Canada (Toronto, 2012) ISBN : 9780132161084
References and Appendices References 1. Journal of Personal Selling and Sales Management The Journal is positioned as the premier journal internationally that is devoted exclusively to the publication of peer-reviewed articles in the field of selling and sales management. http://www.jpssm.org/ The journal is available in the library. 2. Selling Power http://www.sellingpower.com/
Appendices Evaluation criteria for mini case and midterm project.pdf © Université Laval
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Evaluation criteria for mini case and midterm project.pdf 119,47 Ko, déposé le 13 août 2014
Mini case_presentation guide.pdf 45,55 Ko, déposé le 13 août 2014
Mid-term project_guide.pdf 81,15 Ko, déposé le 13 août 2014
Team Evaluation.pdf 80,23 Ko, déposé le 13 août 2014
MRK2111A14_team list_2.docx 21,57 Ko, déposé le 18 sept. 2014
Individual work_instruction.docx 24,12 Ko, déposé le 13 août 2014
Individual work_list of questions.docx 45,57 Ko, déposé le 22 sept. 2014
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