Customer complaint handling

Unit 5: Building future sales and customer RelationsTopic 3 of 3

Browse the Fundamentals of Selling syllabus

Fundamentals of Selling

11 units

1 Introduction
- Selling foundations and roles
- Sales duties, jobs and qualifications
2 Understanding Sales Process
3 Communication and Transactional Analysis in sales Job
4 Buyer Behavior and buying Process
- Buyers and individual decisions
- Organizational buying and customer knowledge
5 Building future sales and customer Relations
6 Managing Sales force in the organization
- Sales force tasks and design
- Recruitment, selection and challenges
7 Arrangement of Sales Territories
- Territory rationale
- Territory management and account planning
8 Arrangement of Sales Quotas
- Quota foundations and types
- Quota methods and problems
9 International Sales
- Foreign opportunities and buyers
- Difficulties and international sales tools
10 Supervising, evaluating, and controlling Sales and Sales Personnel
11 Project Work
- Project requirement
- Assignment and preparation

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What the syllabus expects

Handling customers- need for handling customers’ complaints and methods of handling customers complaints

Customer complaint handling

Bachelor of Business Studies (BBS) — Fourth Year

Subject: Fundamentals of Selling (MKT 250)

Unit 5: Building future sales and customer Relations

Academic Year: 2083/84

Topic Objectives

After studying this topic, students should be able to:

Explain the scope and key elements of customer complaint handling.
Apply the relevant marketing concepts to a defined customer group, market or business decision.

Curriculum Scope

Handling customers- need for handling customers’ complaints and methods of handling customers complaints

Detailed Microsyllabus

Complaint handling
1. Purpose and need.
2. Listen, record and clarify facts.
3. Recognize urgency and the desired resolution.
Response
1. Investigate and communicate clearly.
2. Offer actions within authority.
3. Follow up and learn from recurring problems.

Curriculum reference: Tribhuvan University, Faculty of Management, revised four-year BBS curriculum, PDF pages 97–99.

Source note: The curriculum scope above is retained from the existing TU syllabus breakdown. The numbered study subtopics are editorial elaborations for teaching and study, rather than a separately issued TU syllabus. Unit or component allocations apply at their stated level; no separate topic hours or marks are assigned here. Examples involving current laws, rates, institutional products or Nepalese status must identify the relevant period and official materials; no changing numerical or legal requirements are invented here.