BMM5633 - Negotiated Learning: The Customer Journey

Objectives:

On successful completion of the module, apprentices will be able to:

1 - Demonstrates an understanding of the strategic value of achieving customer expectations
2 - Analyse customer experience, value and expectation and how this informs sales strategies
3 - Evaluate the root causes of customer issues and demonstrate ability to provide continuous performance improvement of post sales delivery
4 - Analyse psychological models to develop positive and ethical buyer and seller relationships.

Content:

The module will provide the underpinning subject knowledge for the Business to Business Sales Professional Degree Apprenticeship Standard at Level 6.

This module will have a specific focus on the customer journey. Apprentices will be introduced to customer experience, value and expectation and how this can inform a sales strategy to ensure customer retention. Apprentices will have the ability to evidence the following KSBs through this module:
- Post Sales Delivery – AK6.1 Manage customer’s expectations and the strategic value of achieving these;
- Post Sales Delivery – AK6.2 Influence teams to ensure company alignment with the customer;
- Post Sales Delivery – AK6.3 Analyse the company’s performance together with the customer’s view of every interaction and surmise how this can be used to inform continuous improvement;
- Working with others – AS1.3 Demonstrates emotional intelligence;
- Psychology of sales – AS5.1 Critically reflects on the different psychological needs of customers and other key stakeholders in the buying/selling process;
- Psychology of sales – AS5.2 Takes into account strategic and organisational context when adapting their sales approaches, by using the psychological models pertinent to developing positive and ethical buyer and seller relationships;
- Ethics, trust and integrity – AB1.1 Promotes and protects good sales practices (in accordance with the organisation’s Sales Code of Conduct);
- Ethics, trust and integrity – AB1.2 Maintains the highest level of integrity in all business relationships;
- Customer Focused – AB4.1 Acts as a customer advocate within their own organisation.

This module will assist in developing knowledge associated with British Values, Prevent, Healthy Relationships and Safeguarding. They will be introduced to these topics in context of the module.

Written English language skills will be developed through this module as apprentices will be introduced to new terminology, concepts and ideas which will develop their vocabulary and used throughout this module and beyond. Verbal communication skills will be developed through the delivery of the presentation.

Digital skills will be developed through the utilisation of online resources such as the University’s VLE, e-Portfolio system and Leeds Trinity University Library system.

Learning and Teaching Information:

A variety of teaching and learning strategies will be employed throughout the module in order to ensure the acquisition and development of appropriate concepts, knowledge and skills and achievement of the stated learning outcomes. A variety of teaching and learning methods provide access to learning to meet a wide range of learner needs and are aimed at widening participation amongst learners to avoid exclusion and develop learner skills in academic studies and personal life situations.

The module will be delivered on a face-to-face basis, with the apprentices attending a delivery workshop at the start of the module which will provide them with the skills and knowledge to complete all aspects of the module. The module will be taught over a two-day block delivery at the start of the module and methods utilised within the 2 days will include: lecture style knowledge content and seminar style activities to discuss the content and enabling the learner to place it into context. This module will also have virtual tutorial café (VTCs) sessions, these group sessions allow for reflective time following the delivery and will be utilised to support the learner in unpacking the content and the assessment requirements. VTC sessions will also be utilised as formative peer feedback sessions.

Independent study time should be spent on specific pre learning (on-demand learning – available to all students on Moodle), for example, engaging in specific background reading of the topic and online exercises. Post learning activities will be provided by the module tutor, but these will generally be assessment focused enabling the learner to achieve the assessment requirements.

All activities and materials provided on Moodle will support the module content for the module delivery including pre, live and post activities and resources.The sequencing of the sessions will provide re-enforcement of the theoretical concepts developed during the delivery in a progressive pattern, aimed at developing knowledge and overall understanding.

Planned LTU Off the Job Delivery Learning:

Lectures
Hours: 14
Intended Group Size: Cohort

Virtual Tutorial Cafe
Hours: 3
Intended Group Size: Cohort

Planned Off the Job Learning:

Training Plan Activities
Hours: 55
Intended Group Size: Individual

Masterclass
Hours: 3
Intended Group Size: Individual

Minimum Self-Directed Off the Job Learning and Practical Training:
Hours: 225



Further Details Relating to Assessment

Component 1 – Presentation
The apprentices will prepare a presentation which demonstrates an understanding of the strategic value of achieving customer expectations within their own organisation. They will analyse customer experience, value and expectation and how this informs sales strategies in their business. They will identify a specific customer issue that they have faced within their business and evaluate the root cause of the customer issue. They are required to demonstrate how they dealt with the customer issue and what psychological models were used to develop a positive and ethical buyer and seller relationship.

Assessment:

Fact File

Module Coordinator - PRS_CODE=
Level - 5
Credit Value - 30
Pre-Requisites - NONE
Semester(s) Offered -

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