Module Details

Module Code: TOUR8014
Title: Sales and CRM
Long Title: Sales and CRM
NFQ Level: Intermediate
Valid From: Semester 1 - 2024/25 ( September 2024 )
Duration: 1 Semester
Credits: 5
Field of Study: 8120 - Tourism
Module Delivered in: 1 programme(s)
Module Description: This module examines the concept of selling, the functions of the sales person, the selling process, approaches and skills in presenting and negotiating for the tourism business.
 
Learning Outcomes
On successful completion of this module the learner will be able to:
# Learning Outcome Description
LO1 Evaluate the role of the professional salesperson, the functions, activities, and the duties they are accountable for in a tourism business.
LO2 Explain the steps in the sales process in tourism services.
LO3 Design and create a professional sales presentation for use at a sales appointment or at a trade/lifestyle exhibition.
LO4 Demonstrate skills and competency in use of customer relationship management packages for the tourism sector.
LO5 Plan and implement a professional sales presentation pitch of a tourism business as part of a scheduled sales appointment with a B2B client.
Dependencies
Module Recommendations

This is prior learning (or a practical skill) that is strongly recommended before enrolment in this module. You may enrol in this module if you have not acquired the recommended learning but you will have considerable difficulty in passing (i.e. achieving the learning outcomes of) the module. While the prior learning is expressed as named MTU module(s) it also allows for learning (in another module or modules) which is equivalent to the learning specified in the named module(s).
Incompatible Modules
These are modules which have learning outcomes that are too similar to the learning outcomes of this module. You may not earn additional credit for the same learning and therefore you may not enrol in this module if you have successfully completed any modules in the incompatible list.
No incompatible modules listed
Co-requisite Modules
No Co-requisite modules listed
Requirements

This is prior learning (or a practical skill) that is mandatory before enrolment in this module is allowed. You may not enrol on this module if you have not acquired the learning specified in this section.
No requirements listed
 
Indicative Content
Selling Approaches, Practices & Process
The evolution of selling practices from traditional to contemporary approaches. Selling versus Marketing. Buyer motives and behaviour. Differences in selling B2B and B2C. The steps in the Sales Process.
The Sales Person
The role and functions of the sales person, planning, forecasting, targets, duties and tasks, preparation, product knowledge, professional representation and selling, developing relationships and networking. Attributes of the sales person and communication skills.
Sales Meetings & Trade Exhibitions/Shows
Approaching and engaging the client at exhibitions or visiting the client' office, professional image of the salesperson, the sales presentation and pitch, probing for client key needs, negotiating skills, dealing with client concerns and objections, bidding for business, agreeing the terms & conditions of the partnership, securing the sale, follow through with servicing the sale.
Sales Efficiency & Productivity
Prospecting and building client data. Sales appointments and cold calling. Sales call territory planning and preparation. Relationship building, customer service and management of key client accounts using a Customer Relationship Management (CRM) package. Forecasting and managing sales targets. Working as part of a sales team. Stress management. ethics, client confidentiality and security.
Module Content & Assessment
Assessment Breakdown%
Coursework100.00%

Assessments

Coursework
Assessment Type Presentation % of Total Mark 30
Timing Week 6 Learning Outcomes 2,3
Assessment Description
Create a tourism business professional sales presentation on power point for use as a sales tool. Formative feedback will be provided. Required approx. 15 slides.
Assessment Type Practical/Skills Evaluation % of Total Mark 30
Timing Week 9 Learning Outcomes 2,3,5
Assessment Description
Simulate a professional sales pitch presentation (approx. 15 minutes appointment) with a B2B tour operator.
Assessment Type Other % of Total Mark 40
Timing Week 13 Learning Outcomes 1,2,3,4
Assessment Description
Practical lab test on the use of a customer relationship management (CRM) package weighted @ 20% and a SAQ test on the theory, principles and practices weighted to 20%.
No End of Module Formal Examination
Reassessment Requirement
Coursework Only
This module is reassessed solely on the basis of re-submitted coursework. There is no repeat written examination.

The University reserves the right to alter the nature and timings of assessment

 

Module Workload

Workload: Full Time
Workload Type Contact Type Workload Description Frequency Average Weekly Learner Workload Hours
Lecture Contact Theory, Principles & Practices Every Week 2.00 2
Lab Contact Use of CRM software. Developing power point Presentation. Preparing and Practicing Selling & Negotiation Skills Every Week 2.00 2
Independent & Directed Learning (Non-contact) Non Contact Theory Every Week 3.00 3
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 4.00
Workload: Part Time
Workload Type Contact Type Workload Description Frequency Average Weekly Learner Workload Hours
Lecture Contact Theory, Principles & Practices Every Week 2.00 2
Lab Contact Use of CRM software. Developing power point Presentation. Preparing and Practicing Selling & Negotiation Skills Every Week 2.00 2
Independent & Directed Learning (Non-contact) Non Contact Theory Every Week 3.00 3
Total Hours 7.00
Total Weekly Learner Workload 7.00
Total Weekly Contact Hours 4.00
 
Module Resources
Recommended Book Resources
  • DAVID. LANCASTER JOBBER (GEOFFREY. LE MEUNIER FITZHUGH, KENNETH.),Geoffrey Lancaster,Kenneth Le Meunier-Fitzhugh. Selling and Sales Management, 11th. [ISBN: 9781292205021].
  • Gerald L. Manning,Michael Ahearne,Barry L. Reece. Selling Today, 13th. [ISBN: 9781292060170].
  • Salisbury, Frank. (2011), Professional Selling, Oak Tree Press, Ireland, [ISBN: 9781904887768].
Supplementary Book Resources
  • Johnston & Marshal. (2013), Relationship Selling, 4th. Taylor & Francis Group, p.480, [ISBN: 9780415523493].
  • Joan van Emden and Lucinda Becker.. (2016), Presentation skills for students, 3rd. Basingstoke; Palgrave Macmillan, [ISBN: 9781137576491].
This module does not have any article/paper resources
Other Resources
 
Module Delivered in
Programme Code Programme Semester Delivery
CR_FTRSM_8 Bachelor of Business (Honours) in Tourism Management 8 Mandatory