Authorised by Academic Registrar, April 1996
Objectives On completion of this subject students should be able to explain the role and importance of interpersonal contacts in the marketing process; explain the different types of interpersonal contacts that occur between the customer and the organisation; demonstrate interpersonal skills in making a presentation to a group; demonstrate persuasive interpersonal skills in a simulated negotiation; describe social interaction and its major elements in a business context; critically evaluate different selling techniques and select appropriate techniques contingent on the organisational situation; explain and describe techniques and procedures involved in the management of `boundary' positions in organisations.
Synopsis This subject covers the area of interpersonal customers contact and relations. It gives students a broad overview of the sales area by focusing on retail selling, field selling and industrial selling. It also introduces aspects of customer relationships in a service environment. Issues such as interpersonal persuasion and influence are discussed. In addition to these knowledge-based topics the subject exposes students to practical interpersonal skills involving persuasive group presentations, negotiations and selling. It covers those areas of management of particular importance to boundary or gatekeeper positions in organisations; such as motivation, compensation and territory planning.
Assessment Class participation: 30% + Research project (3000 words): 30% + Examination (3 hours): 40%