Course Outline 6 units over 2 years 100% coursework, no exams All work submitted MUST be your own (plagiarism) All work MUST meet set deadlines Aim is to do 1 unit per term. Lesson structure

Pet hates…! Talking when I am talking! Talking when someone else is talking! Not taking part in group discussions – letting others do all the work! Sneaky eating!!!! Sneaky mobiles!!!!

Questions to think about.... Why are sales important to a business? Why do you think a business needs sales people?

LESSON TITLE: The Role of Sales Staff (P1) CF: Communication (P4), to communicate your ideas effectively through using a range of different tools. LEARNING OBJECTIVES: LO1) Describe in basic terms, why sales are important to a business (Guided - Regular) LO2) Explain the role of sales staff in a business (Regular - Strong) LO3) Evaluate how beneficial sales staff are to a business (Advanced)

STARTER: Questions to think about… (10mins) TASKS: Brainstorm possible ideas under given themes Complete P1 criterion Extension: Evaluate how beneficial sales staff are to a business (LO3). PLENARY: Gap-fill activity (10mins)

LO2: The Role of Sales Staff First point of contact/to represent the company Gathering feedback Develop customer care Provide info to customers To find out what the customer wants and to match products To sell products/ services Purpose Of Sales Personnel

LO2: The Role of Sales Staff To sell products/services - Products: tangible, services: intangible A good sales person will match the product to the customer’s needs/wants. Sales staff sell products/services which bring in sales revenue for the business. Sales staff can cross-sell for example if a customer was buying an iPhone, the sales person could recommend s/he buys a case to go with it. - Sales staff can up-sell, by suggesting a better, more expensive alternative to the customer. BACK

LO2: The Role of Sales Staff To find out what the customer wants/needs- Some features are more important to some people than others: Price Availability Features/performance Appearance Personal circumstances Additional benefits i.e. guarantee BACK

LO2: The Role of Sales Staff Providing info/services to customer - The sales person provides information about a product/service to try and persuade the customer to buy it. Info such as how it works, features etc The sales person explains how buying the product/service will meet all the customer’s needs. BACK

LO2: The Role of Sales Staff Developing Customer Care - Looking after the customer. Being friendly and approachable. Making sure the customer leaves the store happy and thinking they have had a good experience. ‘Customer is always right’ approach. BACK

LO2: The Role of Sales Staff Gathering Feedback - Getting as much information about the customer can help sales people respond directly to their needs. For example: a mobile phone sales person could find out from a customer what their job is, if they worked as a manager, they could try and sell them a Blackberry or iPhone or iPad. BACK

LO2: The Role of Sales Staff Representing the Company - The face of the company An ambassador First point of contact BACK

LESSON TITLE: The Role of Sales Staff (P1) CF: Communication (P4), to communicate your ideas effectively through using a range of different tools. LEARNING OBJECTIVES: LO1) Describe in basic terms, why sales are important to a business (all) LO2) Explain the role of sales staff in a business (most) LO3) Evaluate how beneficial sales staff are to a business (some)

P1: Referencing All resources must be referenced accurately! You work MUST be OWN!!! In your text: [source: www.bbc.co.uk, accessed 22 July 2011] In your bibliography: Stretch, B. (2007) BTEC National Health and Social Care, Oxford, Heinmann Education Limited