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Politecnico di Torino
Academic Year 2014/15
02MSNLO
Commercialization and related services
Master of science-level of the Bologna process in Automotive Engineering - Torino
Teacher Status SSD Les Ex Lab Tut Years teaching
Ferrero Paolo Federico ORARIO RICEVIMENTO     48 12 0 0 10
SSD CFU Activities Area context
ING-IND/35 6 F - Altre (art. 10, comma 1, lettera f) Altre conoscenze utili per l'inserimento nel mondo del lavoro
Subject fundamentals
To analyze organizations, processes and main sales channels for vehicles and related services.
To know laws, regulations and relationships between Car Maker and Dealers.
Management of dealership. The Sales Force.
How to measure and assess Customer Satisfaction in Sales and After-Sales.
Expected learning outcomes
To get the basic concepts governing the commercial world as a whole, sales and related services.
To know the importance and timing of the Management of the main Sales Channels, sales network and Sellers.
Prerequisites / Assumed knowledge
To get the main Marketing concepts
Contents
Commercial activity 12H
Business of Automotive Market
From Marketing/Product to Sales
Car Maker Organizational Structure
Processes and targets of Business Management
Setting-up of commercial operating plan
Vehicle sales and marketing services 10H
New and used vehicles
Types and sales channels
Customer services
Dealer 14H
Dealership legal and contractual aspects
IT
Businnes planning
Organizational structure
Dealership Management
Dealer Operational Business, planning and fulfilment
Seller, skills and experience, training
Sales and After-sales instruments and methods
Measurement of VOC/VOD (voice of customer and dealer)
Sales Management Control 6H



Delivery modes
Sales Network development
Customer and dealer satisfaction
Specialists Statements
Dealer inspection
Texts, readings, handouts and other learning resources
Documentation is prepared and put at your disposal by the teacher
Assessment and grading criteria
Oral exam will focus on lectures and homework.
It is of relevance the ability of the student to explain the main concepts during the oral test .

Programma definitivo per l'A.A.2014/15
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