SLG3103

Salgsfaget, skriftlig

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Answer in Norwegian
The tasks and your answer are in Norwegian, as on the exam. Tap an underlined term to see what it means, or tap Translate under a text.
Aids
Every aid without internet is allowed, but not artificial intelligence. Name the sources you use.
Time
No clock on the sample. In the exam you have 5 hours.
Evaluation
You grade your answer against the examiner's criteria and an example answer, and get the grade worked out the way the examiner does.

SLG3103 Gratis prøve

SLG3103 Gratis prøveeksamen.org

Oppgave 1 (vekt 25 %)

Drøft hvordan product knowledgeWhat you know about a product, its use, benefits and limitations., customer serviceHelp and follow-up that meet customers' needs before, during and after their purchase. og kundens prisfokus bør påvirke veiledningen i butikk og på nett.

Du jobber i Myrsti. En voksen kunde skal ha vann, mat og ekstra jakke på korte dagsturer. Kunden spør om 18-literssekken til 699 kr fordi prisen er viktig, men er usikker på volum og passform. En annen kunde spør om de samme sekkene i nettbutikken. Alternativet er 28 liter til 999 kr. Rutinen er å spørre om behov før anbefaling.

Oppgaven bygger på caset «Veiledning om en dagstursekk».

Translate

You work at Myrsti. An adult customer needs to carry water, food and an extra jacket on short day hikes. The customer asks about the 18-liter backpack for 699 kr because price matters, but is unsure about capacity and fit. Another customer asks about the same backpacks in the online store. The alternative is 28 liters for 999 kr. The procedure is to ask about needs before making a recommendation. Discuss how product knowledge, service and the customer's focus on price should affect the guidance given in the store and online.

SLG3103 Gratis prøveeksamen.org

Oppgave 2 (vekt 25 %)

Lag en plan for veiledningen i butikk, og vis hvordan du ville tilpasset den til nettkunden.

Du jobber i Myrsti. En voksen kunde kommer i butikken for å velge sekk til korte dagsturer med vann, mat og ekstra jakke. Kunden er usikker på volum og passform. Sekkene er 18 liter til 699 kr og 28 liter til 999 kr. En annen kunde spør om de samme sekkene i nettbutikken. Rutinen er å spørre om behov før anbefaling.

Oppgaven bygger på caset «Veiledning om en dagstursekk».

Translate

You work at Myrsti. An adult customer comes into the store to choose a backpack for short day hikes with water, food and an extra jacket. The customer is unsure about capacity and fit. The backpacks are 18 liters for 699 kr and 28 liters for 999 kr. Another customer asks about the same backpacks in the online store. The procedure is to ask about needs before making a recommendation. Make a plan for advising the customer in the store, and show how you would adapt it for the online customer.

behovskartlegging: needs assessmentFinding out what the customer needs by asking questions and listening to the answers.
produktkunnskap: product knowledgeWhat you know about a product, its use, benefits and limitations.
kundeveiledning: customer guidanceGiving information and advice that help customers choose according to their needs.
kundereise: customer journeyAll the steps a customer goes through before, during and after a purchase.
kundeopplevelse: customer experienceA customer's overall impressions and feelings after contact with a business.
salgsprosess: sales processThe steps a seller follows to understand the customer, suggest a solution and complete the sale.
salgsargument: selling pointA reason why a product or service meets the customer's needs.
innvending: objectionA question or concern that makes a customer unsure about buying.
mersalg: upsellingSelling more to a customer in the same transaction, such as an additional item they need.
gjensalg: repeat salesA customer returning to buy from the business again.
service: customer serviceHelp and follow-up that meet customers' needs before, during and after their purchase.
aktiv lytting: active listeningPaying close attention to what a customer says and checking that you have understood correctly.
forbrukeratferd: consumer behaviorHow people choose, buy and use goods and services.
salgsplattform: sales platformA physical or digital place where a business offers goods or services to customers.
målgruppe: target groupThe people a business wants to reach with an offer or advertisement.
kundesegment: customer segmentA part of the market whose customers share some needs or characteristics.
merkevare: brandA name and identifying features that help customers recognise an offering and associate particular qualities with it.
posisjonering: positioningChoosing how customers should see a business or product compared with competitors.
markedsstrategi: marketing strategyAn overall plan for which customers a business wants to reach and how it will compete.
virkemiddel: marketing toolAn action a business uses to influence customers' interest or choices.
markedsundersøkelse: market researchCollecting and assessing information about customers, competitors and market needs.
utvalg: sampleThe people taking part in a survey and providing information about a larger group.
kampanje: campaignA planned set of actions to promote an offer during a limited period.
konverteringsrate: conversion rateThe percentage of visitors who take the intended action, usually making a purchase.
medievaner: media habitsWhich information channels people use, and when and how they use them.
kundelojalitet: customer loyaltyCustomers preferring a business and continuing to shop there over time.
kundeoppfølgingssystem: customer follow-up systemA tool storing necessary information about customers, agreements and further contact.
samtykke: consentA voluntary yes to something specific, given after receiving the necessary information.
tilgang: accessPermission to view or use specific information or functions in a system.
forretningsmodell: business modelA description of what a business offers, whom it serves and how it earns money.
forretningsplan: business planA written plan for a business's goals, customers, offerings, operations and finances.
innkjøpskostnad: purchase costWhat a business pays to buy a product and have it delivered.
påslag: markupAn amount added to a product's cost to set its selling price, often calculated as a percentage of cost.
dekningsbidrag: contribution marginSales revenue minus variable costs, available to cover fixed costs and provide profit.
dekningsgrad: contribution margin ratioThe contribution margin expressed as a percentage of sales revenue.
kalkyle: costing calculationA calculation of costs and price showing what a business can earn from a sale.
rabatt: discountAn amount or percentage deducted from the normal selling price.
prisstrategi: pricing strategyA plan for how a business sets prices to reach customers and earn money.
budsjett: budgetA plan showing expected income and costs during a specific period.
regnskap: accountsA record of a business's actual income, costs, assets and debts.
budsjettavvik: budget varianceThe difference between a business's planned and actual figures for the same period.
omsetning: sales revenueTotal revenue from selling goods and services during a period, excluding VAT.
varekostnad: cost of goodsThe cost of the goods a business has sold during a specific period.
faste kostnader: fixed costsExpenses that stay roughly the same even if a business sells more or less during the period.
variable kostnader: variable costsExpenses that increase or decrease as a business produces or sells more or fewer goods.
resultat: resultIncome minus all costs during the period, showing a profit or loss.
lønnsomhet: profitabilityHow well income covers costs and provides a profit for the business.
vareflyt: flow of goodsHow goods move through ordering, storage, sale and delivery to the customer.
verdikjede: value chainAll the activities contributing to producing, selling and delivering a product or service.
bestilling: orderA request to a supplier stating which goods and quantities a business wants to buy.
varemottak: receipt of goodsReceiving delivered goods and checking their quantity, condition and agreement with the order.
pakkseddel: packing slipA document accompanying a delivery and listing the goods and quantities it should contain.
dokumentkontroll: document checkChecking that information in documents or systems is correct and matches what was actually delivered.
lagerstatus: inventory statusInformation about how many goods are in stock and which are available for sale.
svinn: inventory lossGoods or value a business loses without payment, for example through theft or damage.
avvik: discrepancyA difference between what should happen and what actually happens.
reklamasjon: claim for a faulty productA notification to the seller of a fault with a purchase, asking the seller to put it right.
klage: complaintA message that a customer is unhappy with a product, service or how they were treated.
frivillig bytte: voluntary exchangeA shop's own arrangement allowing a customer to return a fault-free item and receive another.
fullmakt: authority to make decisionsPermission to make specific decisions or act on another's behalf.
gjenbruk: reuseUsing an item again instead of throwing it away.
reparerbarhet: repairabilityHow easy it is to fix faults or replace parts so an item can keep being used.
bærekraft: sustainabilityMeeting today's needs without harming the opportunities of people who come after us.
dokumentasjon: documentationInformation or evidence showing what has been done or supporting a claim.
yrkesetikk: professional ethicsPrinciples for making proper and responsible choices when working with customers and colleagues.
likeverd: equal worthEvery person having equal worth, regardless of background, abilities or way of life.
medvirkning: participationEmployees taking part, expressing their views and contributing to planning and improving work.
verneombud: safety representative [verneombud]An elected person who looks after employees' health and safety at work.
tillitsvalgt: union representative [tillitsvalgt]A person elected by trade union members to speak for them at work.
ergonomi: ergonomicsAdapting tasks, equipment and the workplace to avoid unnecessary strain on the body.
risikovurdering: risk assessmentExamining what could go wrong, how likely it is and how serious the consequences could be.
beredskapsplan: emergency preparedness planA plan stating what employees should do and whom to alert when a dangerous situation arises.
førstehjelp: first aidThe initial help you give for injury or sudden illness before healthcare professionals take over.
hjertestarter: defibrillatorA device that checks heart rhythm and can give an electric shock for certain types of cardiac arrest.
konflikthåndtering: conflict managementDealing safely with disagreement or threatening behaviour and seeking help when needed.
HMS: Health, environment and safetyWork to prevent illness, injuries and dangers in the workplace.
merverdiavgift: Value added taxA tax on most goods and services that a business collects from customers for the state.
nisjestrategi: Niche strategyFocusing on a small customer group with particular needs rather than the whole market.
lavprisstrategi: Low-price strategyCompeting by offering low prices and keeping the business's costs down.

Weighted mean of the tasks, as the examiners count.

Task 1 · 25 %Drøft hvordan produktkunnskap, service og kundens prisfokus bør påvirke veiledningen i butikk og på nett.
Task 2 · 25 %Lag en plan for veiledningen i butikk, og vis hvordan du ville tilpasset den til nettkunden.

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