VOCATIONAL SCHOOL
Department of Call Center Services (Turkish)
MCMH 204 | Course Introduction and Application Information
Course Name |
Basic Sales Techniques for Call Centers
|
Code
|
Semester
|
Theory
(hour/week) |
Application/Lab
(hour/week) |
Local Credits
|
ECTS
|
MCMH 204
|
Spring
|
1
|
2
|
2
|
4
|
Prerequisites |
None
|
|||||
Course Language |
Turkish
|
|||||
Course Type |
Required
|
|||||
Course Level |
Short Cycle
|
|||||
Mode of Delivery | - | |||||
Teaching Methods and Techniques of the Course | - | |||||
Course Coordinator | ||||||
Course Lecturer(s) | ||||||
Assistant(s) | - |
Course Objectives | The main aim of this course is to explain the basic concepts of sales made in call centers and to learn the concepts of market and marketing. |
Learning Outcomes |
The students who succeeded in this course;
|
Course Description | The main contents of this course are; Market, Marketing, Sales Management, Personal Sales, Sales Force Planning and Organization, Sales Force Motivation and Reward Development, Evaluation of Sales Force. |
|
Core Courses |
X
|
Major Area Courses | ||
Supportive Courses | ||
Media and Management Skills Courses | ||
Transferable Skill Courses |
WEEKLY SUBJECTS AND RELATED PREPARATION STUDIES
Week | Subjects | Related Preparation |
1 | Introduction to Basic Sales Techniques for Call Centers | |
2 | Basic Concepts of Sales Management | Satış Yönetimi, Prof. Dr. Cemal YÜKSELEN, Detay Publishing, Ankara,2007 ISBN: 9789944223072 Chapter - 1 |
3 | Sales Representative Concept | Satış Yönetimi, Prof. Dr. Cemal YÜKSELEN, Detay Publishing, Ankara,2007 ISBN: 9789944223072 Chapter - 2 |
4 | Sales Representative Features | Satış Yönetimi, Prof. Dr. Cemal YÜKSELEN, Detay Publishing, Ankara,2007 ISBN: 9789944223072 Chapter - 2 |
5 | Introduction to Personal Sales | Kişisel Satış Teknikleri, Aypar Uslu, Beta Publishing, İstanbul. ISBN 9786053776703 Chapter - 1 |
6 | Personal Sales Techniques | Kişisel Satış Teknikleri, Aypar Uslu, Beta Publishing, İstanbul. ISBN 9786053776703 Chapter - 1 |
7 | Communication and Body Language in Personal Sales Activity | Kişisel Satış Teknikleri, Aypar Uslu, Beta Publishing, İstanbul. ISBN 9786053776703 Chapter - 3 |
8 | Midterm Exam | Midterm Exam |
9 | Information Collection and Preparation in the Personal Sales Process | Kişisel Satış Teknikleri, Aypar Uslu, Beta Publishing, İstanbul. ISBN 9786053776703 Chapter - 4 |
10 | Personal Sales Process | Kişisel Satış Teknikleri, Aypar Uslu, Beta Publishing, İstanbul. ISBN 9786053776703 Chapter - 5 |
11 | Customer Appeals and Objections in Personal Sales Process | Kişisel Satış Teknikleri, Aypar Uslu, Beta Publishing, İstanbul. ISBN 9786053776703 Chapter - 6 |
12 | Cancellation of Personal Selling Process | Kişisel Satış Teknikleri, Aypar Uslu, Beta Publishing, İstanbul. ISBN 9786053776703 Chapter - 7 |
13 | Evaluation of Sales Force | Satış Yönetimi, Prof. Dr. Cemal YÜKSELEN, Detay Publishing, Ankara,2007 ISBN: 9789944223072 Chapter - 5 |
14 | Evaluation of Sales Force | Satış Yönetimi, Prof. Dr. Cemal YÜKSELEN, Detay Publishing, Ankara,2007 ISBN: 9789944223072 Chapter - 5 |
15 | Review of the semester | Course Notes |
16 | Final Exam | Final Exam |
Course Notes/Textbooks | Satış Yönetimi, Prof. Dr. Cemal YÜKSELEN, Detay Publishing, Ankara,2007 ISBN: 9789944223072 |
Suggested Readings/Materials | Kişisel Satış Teknikleri, Aypar Uslu, Beta Publishing, İstanbul. ISBN 9786053776703 Örnek Olaylarla Satış Yönetimi, Mehmet Karafakıoğlu, Literatür Publishing, İstanbul. ISBN 9789750402845 |
EVALUATION SYSTEM
Semester Activities | Number | Weigthing |
Participation |
1
|
10
|
Laboratory / Application | ||
Field Work | ||
Quizzes / Studio Critiques | ||
Portfolio | ||
Homework / Assignments | ||
Presentation / Jury |
1
|
10
|
Project |
1
|
20
|
Seminar / Workshop | ||
Oral Exams | ||
Midterm |
1
|
30
|
Final Exam |
1
|
30
|
Total |
Weighting of Semester Activities on the Final Grade |
4
|
70
|
Weighting of End-of-Semester Activities on the Final Grade |
1
|
30
|
Total |
ECTS / WORKLOAD TABLE
Semester Activities | Number | Duration (Hours) | Workload |
---|---|---|---|
Theoretical Course Hours (Including exam week: 16 x total hours) |
16
|
1
|
16
|
Laboratory / Application Hours (Including exam week: '.16.' x total hours) |
16
|
0
|
|
Study Hours Out of Class |
15
|
2
|
30
|
Field Work |
0
|
||
Quizzes / Studio Critiques |
0
|
||
Portfolio |
0
|
||
Homework / Assignments |
0
|
||
Presentation / Jury |
1
|
10
|
10
|
Project |
1
|
10
|
10
|
Seminar / Workshop |
0
|
||
Oral Exam |
0
|
||
Midterms |
1
|
10
|
10
|
Final Exam |
1
|
12
|
12
|
Total |
88
|
COURSE LEARNING OUTCOMES AND PROGRAM QUALIFICATIONS RELATIONSHIP
#
|
Program Competencies/Outcomes |
* Contribution Level
|
||||
1
|
2
|
3
|
4
|
5
|
||
1 | To able to learn the concepts, methods and tools of Call Center Services |
X | ||||
2 | To be able to interpret and evaluate data in the call center area using basic knowledge of sales techniques and customer relationship management. |
X | ||||
3 | To be able to analyze and create strategy, cost, income and quality measures. |
X | ||||
4 | To be able to critically evaluate the basic knowledge and skills acquired in the field of call center services. |
X | ||||
5 | To be able to produce practical solutions to complex problems that are encountered and unpredicted in practice and ability to have make the right decision. |
X | ||||
6 | To be able to follow the information in the field and communicate with colleagues as determined by the European Language Portfolio A2 level. |
|||||
7 | To be able to internalize the need to obey the values of business ethics and will be able to have and apply the social, scientific and ethical values in the stages of the collection of data, interpretation, dissemination and implementation. |
X | ||||
8 | To be able to use informatics and communication technologies with computer programs in a level that required by the Call Center Services field. |
|||||
9 | To be able to adopt a lifelong learning approach, and will be able to do studies for renewing and improving their knowledge continuously. |
X | ||||
10 | To be able to work efficiently and effectively, learn how to be a team member, take responsibilities, be open minded, constructive, open to criticism and have self confidence |
X |
*1 Lowest, 2 Low, 3 Average, 4 High, 5 Highest