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UNIVERSITI TEKNOLOGI MARA
Course Name (English) SALES FORCE MANAGEMENT
Course Code MKT623
MQF Credit 4
Course Description The course encompasses the theoretical knowledge and practices of managing an effective sales force suitable for current time. Discussion include the sales manager’s job, sales force management activities, working relationship with sales force and understanding of the sales force personal selling activities, which has a direct link to the customers’ satisfaction and retention.
Transferable Skills Communication, teamwork and problem solving
Teaching Methodologies Lectures, Inquiry-based Learning, Collaborative Learning
CLO
CLO1 Analyse the theories and practices in management of sales force today
CLO2 Formulate ethical and professional sales force management decisions relating to current issues
CLO3 Demonstrate sales force management activities verbally and in a written report
Pre-Requisite Courses No course recommendations
Topics
1. 1.0 Introduction to Sales Management in The Twenty-First Century
1.1) *1.3 What is Involved in Sales Management
1.2) *1.4 Environmental Factors Impact Success in Selling
1.3) *1.4.1 External Factors
1.4) *1.4.2 Internal Factors
2. 1.0 Introduction to Sales Management in The Twenty-First Century
2.1) * 1.1 Introduction
2.2) * 1.2 Key Trends Affecting Sales Organizations and Sales
2.3) Managers Today
2.4) *1.2.1 Innovation Fuels Success in Selling Today
2.5) *1.2.2 Sales Effectiveness is Enhanced through Technology
2.6) *1.2.3 Leadership
2.7) *1.2.4 Global Endeavor
3. 2.0 The Process of Selling and Buying
3.1) *2.1 Key Drivers of Change in Selling and Sales Management
3.2) *2.2 Selling as A Career
3.3) *2.3 Selling Activities
3.4) *2.4 Types of Selling Jobs
3.5) *2.5 Stages in the Selling Process
3.6) *2.6 Organizational Buying Process
3.7) *2.6.1 Buying Centers and Selling Centers
3.8) *2.6.2 Organizational Buying Decision Process
3.9) *2.6.3 Organizational Buying Situations
4. 3.0 Linking Strategies and the Sales Role in the Era of Customer Relationship Management
4.1) *3.1 Importance of Integrating Sales with Other Business Functions
4.2) *3.2 Customer Relationship Management
4.3) *3.3 Importance of Market Orientation
4.4) *3.4 Process of Strategy Development
4.5) *3.5 Personal Selling’s Role in Marketing Strategy
4.6) *3.6 Personal Selling in the Relationship Era
4.7) *3.7 Personal Selling’s Role in the Marketing Communication Mix
4.8) *3.8 Improving Customer Satisfaction and Loyalty through Feedback
5. 4.0 Organizing the Sales Effort
5.1) *4.1 Importance of Sales Organization Decisions
5.2) *4.2 Purpose of Sales Organization
5.3) *4.3 Horizontal Structure of Sales Force
5.4) *4.4 Organizing to Service National and Key Accounts
6. 5.0 The Strategic Role of Information in Sales Management
6.1) *5.1Using Information in Managerial Decision Making and Planning
6.2) *5.2 Introduction to Market Opportunity Analysis
6.3) *5.3 Methods of Sales Forecasting
6.4) *5.3.1 Subjective Methods
6.5) *5.3.2 Objective Methods
6.6) *5.3.3 Choosing a Forecasting Method
6.7) *5.4 Developing Territory Estimates
6.8) *5.5 Sales Quotas
6.9) *5.5.1 Purpose and Characteristics of Sales Quotas
6.10) *5.5.2 Setting Quotas
6.11) *5.6 Determining Sales Force Size
6.12) *5.7 Designing Sales Territories
7. 6.0 Motivating & Leading the Sales Force
7.1) *6.1 Expectancy Model
7.2) *6.2 Impact of a Salesperson’s Personal Characteristics on Motivation
7.3) *6.3 Career Stages and Influence on Salesperson Motivation
7.4) *6.4 Impact of Environmental Conditions on Motivation
7.5) *6.5 Impact of Organizational Variables on Motivation
7.6) *6.5.1 Leadership Approaches (**)
7.7) *6.5.1.1 Transactional
7.8) *6.5.1.2 Transformational
7.9) *6.5.1.3 Situational
7.10) *6.5.2 Incentive and Compensation Policies
8. 7.0 Personal Characteristics and Sales Aptitude
8.1) *7.1 Determinants of Successful Sales Performance
8.2) *7.2 Characteristics of Successful Salespeople
8.3) *7.3 Job-Specific Determinants of Good Sales Performance
9. 8.0 Sales Force Recruitment and Selection
9.1) *8.1 Decision Process for Recruiting and Selecting Salespeople
9.2) *8.2 Responsibility for Recruiting and Selecting Salespeople
9.3) *8.3 Job Analysis and Determination of Selection Criteria
9.4) *8.4 Recruiting Applicants
9.5) *8.4.1 Internal Sources
9.6) *8.4.2 External Sources
9.7) *8.5 Selection Procedures
9.8) *8.5.1 Application Blanks
9.9) *8.5.2 Personal Interviews
9.10) *8.5.3 Psychological Tests
9.11) *8.5.4 Physical Examination
9.12) *8.5.5 Offer of Employment
10. 9.0 Sales Training
10.1) *9.1 Key Issues in Sales Training
10.2) *9.2 Objectives of Sales Training
10.3) *9.3 Development of Sales Training Programs
10.4) *9.4 Training of New Sales Recruits
10.5) *9.5 Training of Experienced Sales Personnel
10.6) *9.6 Sales Training Topics
10.7) *9.7 Sales Training Methods
10.8) *9.8 Measuring the Costs and Benefits of Sales Training
11. 10.0 Salesperson Compensation and Incentives
11.1) *10.1 Components and Objectives of Financial Compensations Plans
11.2) *10.2 Straight Salary, Straight Commissions and Combination Plans
11.3) *10.3 Sales Contests
11.4) *10.4 Nonfinancial Rewards
11.5) *10.5 Expense Accounts
11.6) *10.6 Deciding on the Most Appropriate Mix and Level of Compensation
12. 11.0 Evaluating Salesperson Performance
12.1) Performance versus Effectiveness
12.2) *11.2 Measures to Evaluate Salesperson Performance
12.3) *11.2.1 Objective Measures
12.4) *11.2.2 Subjective Measures
12.5) *11.3 360-Degree Feedback in Performance
13. 12.0 Ethical and Legal Responsibilities of Sales Managers (**)
13.1) *12.1 Business Ethics and Sales Management
13.2) *12.2.1 Legal-Ethical Confusion
13.3) *12.2.2 Pressure to Compromise Personal Ethics
13.4) *12.2.3 Problem of Determining Ethical Standards
13.5) *12.2.4 Ethical Situations Facing Salespeople
13.6) *12.2.5 Establish an Ethical Climate
14. 13.0 Exam
14.1) N/A
 
Assessment Breakdown%
Continuous Assessment100.00%
Details of Continuous Assessment
Assessment Type Assessment Description % of Total Mark CLO
Group Project Video sales presentation. This assignment consists of selecting, researching and analyzing an actual B2B company (the same company as in the written report) along with one of the products it sells, and the market(s) being served. Students are required to prepare and deliver a professional sales presentation to a prospective customer (lecturer). This assignment is align with the 'communication, leadership and teamwork skills' in MQF 5 LOD CLO3 20% CLO3
Group Project Written Report. The assignment consists of selecting, researching and analyzing an actual B2B company ( the same company as in the video sales presentation).Use your research and analysis to prepare a written report. Report should include the company's profile, timeline of the company, company's product/service, company's STP, SWOT analysis, stages in the selling process and challenges faced. This assignment is aligned with the communication, leadership and teamwork skills in MQF 5 LOD CLO 3. 30% CLO3
Journal/Article Critique The purpose of this pairing assignment is to provide students an opportunity to critically evaluate written material about ethics, legal responsibilities and sales force management. Students are required to assess a scholarly article through internet or other sources. This is aligned with MQF 6 LOD CLO 2. 20% CLO2
Test One test related to the core concept of sales force management in order to align with the ‘problem solving and scientific skills’ in MQF 6 LOD CLO1 30% CLO1
Reading List
Recommended Text
  • Mark W. Johnston, Greg W. Marshal 2016, Sales Force Management: Leadership, Innovation, Technology, 12th edition Ed., Routledge Taylor and Francis Group. New York and London
Article/Paper ListThis Course does not have any article/paper resources
Other References
  • Books David Jobber , Geoffrey Lancaster 2015, Selling and Sales Management, (10th edition) , Pearson Education Limited., UK
  • Books John F. Tanner, Earl D. Honeycutt, Robert C. Erffmeyer 2014, Sales Management: Shaping Future Sales Leaders (2nd edition) , Wessex, Inc, UK
  • Books **Rosann L. Spiro, Gregory A. Rich, William J. Stanton 2011, Management of a Sales Force (Int. Edition) , McGraw-Hill
  • Books Tom Bird, Jeremy Cassell 2014, Brilliant Selling, Pearson Education Limited
  • Books Stephen B Castleberry, John F Tanner 2013, Selling: Building Partnerships 9th edition , McGraw-Hill Education.
  • Books Tom Martin 2013, The Invisible Sale: How to Build a Digitally Powered Marketing and Sales System to Better Prospect, Qualify and Close Leads , Pearson Education, US