Query and complaint handling capability 6. Good negotiating skills . Good communication skills 4. Knowledge of own and competitor¶s products 5. Able to understand customer needs 2.Qualities of a good sales personnel 1. Good presentation skills 3. Knowledge of current market trends 7.

Selling products Selling solutions Changing role of sales personnel .

Functions of sales personnel Prospecting Sales Generating leads personnel Selling Servicing customer Collecting market information CRM CRM ± Customer Relationship Management .

sales.Structure of Sales force  Function based approach .different salesmen for different territories / markets .different salesmen for different products Territory based approach . customer care  Product base approach .lead generation.

Selling propositions Industrial Markets Consumer Markets Service Markets .

Resale value of product . After sales service 6. Degree of customization 3. Product quality / functionality / efficiency / technology used 2. personal goodwill 7. Terms & conditions of delivery 5.Selling propositions in industrial markets 1. Price / discounts 4.

Product and packaging aesthetics 4. Customer convenience 7.Selling propositions in consumer markets 1. Price / discounts / freebies 3. Emotions 6. After sales and service 8. Brand image of company / product 5. Product quality / functionality 2. Resale value .

Empathy. Service benefits 3. Pricing / promotional offers 4. Reliability. Tangibility. Customer convenience . Company image 2.Selling propositions in service oriented markets 1. Responsiveness 5. Assurance.

Prospecting and qualifying 2.Steps in effective selling 1. Follow up on future orders . Feedback on product performance 8. Sales presentation 5. Negotiating the deal 7. Approach 4. Solving queries 6. Pre-approach 3.

The art of ³Negotiations´  Work towards ³win ± win´ situation .

Supervising 4. Motivating the sales team 5. Training 3. Appraisal .Sales force management 1. Recruitment & Selection 2.