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SALES MANAGEMENT

BY GAUTAM MOHAPATRA SR.MANAGER(MKTG.) NATIONAL ALUMINIUM COMPANY LIMTED BHUBANESWAR

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TELL ME, AND I WILL FORGET. SHOW


ME, AND I MAY REMEMBER. INVOLVE

ME, AND I WILL UNDERSTAND.

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SALES MANAGEMENT Sales Process

Sales Management

Customer Relationship Management

SALES MANAGEMENT IS ABOUT LEADING THE PEOPLE AND PROCESS YOUR COMPANY USES TO SELL ITS PRODUCTS AND SERVICE TO CUSTOMERS. GOOD SALES MANAGEMENT IS ONE OF THE SIMPLEST WAYS TO INCREASE YOUR REVENUE & PROFITABILITY.
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OBJECTIVES OF SALES MANAGEMENT


SALES VOLUME CONTRIBUTING TO PROFITS CONTINUING GROWTH SALES MANAGEMENT DIRECTS THE PERSONAL SELLING EFFORTS WHICH IN TURN IS IMPLEMENTED LARGELY THROUGH SALESMANSHIP.

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OVERVIEW OF SALES MANAGEMENT


MARKETING & SALES: MEANING & LINKAGES SELLING, SALESMANSHIP AND PERSONAL SELLING: COMPARISON AND CONSTRASTS MYTHS ABOUT SELLING

CHARACTERISTICS OF A SALES JOB


SELLING THEORIES BUYER-SELLER DYADS

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MARKETING
MARKETING IS A PROCESS BY WHICH: ONE IDENTIFIES THE NEEDS & WANTS OF PEOPLE. ONE CREATES A PRODUCT/SERVICES TO MEET THE NEEDS & WANTS. ONE DETERMINES A WAY TO TAKE THE ABOVE PRODUCT /SERVICE TO THE MARKET PLACE. ONE DETERMINES THE WAYS OF COMMUNICATING PRODUCT/SERVICE TO THE MARKET PLACE(PROMOTION). ONE DETERMINES THE VALUE FOR THE PRODUCT.(PRICE) ONE DETERMINES THE PEOPLE WHO HAVE THE NEED OF THE ABOVE PRODUCT/SERVICES AND THEN CREATING A TRANSACTION FOR EXCHANGING THE PRODUCT FOR A VALUE AND THUS CREATING A SATISFACTION TO THE BUYERS NEEDS/WANTS.
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THE

SOME DEFINATIONS OF MARKETING


AMERICAN MARKETING ASSOCIATION: THE ACTIVITY, SET OF INSTITUTIONS, AND PROCESSES FOR CREATING, COMMUNICATING, DELIVERING, AND EXCHANGE OFFERINGS THAT HAVE VALUE FOR CUSTOMERS, CLIENTS, PARTNERS, AND SOCIETY AT LARGE. CHARTERED INSTITUTE OF MARKETING: THE MANAGEMENT PROCESS RESPONSIBLE FOR IDENTIFYING, ANTICIPATING AND SATISFYING CUSTOMER REQUIREMENTS PROFITABLY.

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MARKETING
ORIENTATIONS OF THE FIRMS

1.
2. 3. 4.

PRODUCT ORIENTATION
SALES ORIENTATION PRODUCTION ORIENTATION MARKETING ORIENTATION:- CUSTOMER ORIENTATION - ORGANISATIONAL ORIENTATION - MUTUALLY BENEFICIAL EXCHANGE

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SALES
SALES IS A PROCESS BY WHICH: ONE IDENTIFIES THE PEOPLE WHO HAVE A NEED. (PROSPECTING) ONE DETERMINES THE NEEDS OF THE PEOPLE. ONE DETERMINES A WAY OF FINDING A SOLUTION TO THE PROSPECTS PROBLEMS.(PROPOSE). ONE DETERMINES THE WAY OF COMMUNICATING YOUR PRODUCT AS A SOLUTION.(RECOMMENDING) ONE DETERMINES THE VALUE FOR THE PRODUCT FOR THE PROSPECT.(ADVOCATING YOUR PRODUCT) ONE DETERMINES/SELLS BENEFITS OF THE PRODUCT TO THE PROSPECT.(SELLING BENEFITS) AND THEN CREATING A TRANSACTION FOR EXCHANGING THE PRODUCT FOR A VALUE.(CLOSING THE SALE) AND THUS CREATING A SATISFACTION TO THE BUYERS NEEDS/WANTS. A SALE IS THE PINNACLE OF ACTIVITY INVOLVED IN SELLING PRODUCTS OR SERVICES IN RETURN FOR MONEY OR OTHER COMPENSATION. IT IS AN ACT OF COMPLETION OF COMMERCIAL ACTIVITY.

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MARKETING-SALES LINKAGES
MARKETING AND SALES ARE DIFFERENT BUT THEY HAVE THE SAME GOAL. MARKETING IMPROVES THE SELLING ENVIRONMENT AND PLAYS A VERY IMPORTANT ROLE IN SALES. MARKETING IS EVERYTHING YOU DO TO REACH AND PERSUADE PROSPECTS. SALES PROCESS IS EVERYTHING THAT YOU DO TO CLOSE THE SALE AND GET A SIGNED AGREEMENT OR CONTRACT. STRATEGICALLY COMBING BOTH EFFORTS YOU WILL EXPERIENCE A SUCCESSFUL AMOUNT OF BUSINESS GROWTH.

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1.

TWO GREATEST TRUTHS ABOUT SELLING:ALL THINGS BEING EQUAL, BUYERS PREFER TO BUY FROM SALESPEOPLE THEY KNOW, LIKE AND RESPECT. ALL THINGS NOT BEING EQUAL, BUYERS STILL PREFER TO BUY FROM SALESPEOPLE WHOM THEY KNOW, LIKE AND RESPECT.

2.

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SELLING
SELLING IS A PROCESS OF PERSUASION TO GET A PROSPECTS TO TAKE ACTION. SELLING IS FINDING A NEED AND FILLING THAT NEED.

SELLING IS AN EXCHANGE OF GOODS OR SERVICES FOR MONEY.


SELLING IS RELATIONSHIP BUILDING. SELLING IS A TRANSACTION. SELLING IS A CONSULTATIVE PROCESS.

SELLING IS ALL ABOUT TRUST.


SELLING IS THE ART OF CLOSING THE DEAL. SELLING IS HELPING THE CUSTOMER TO BUY A PRODUCT.

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SELLING
NEW RULES TO SELLING:

ABILITY TO LISTEN. ABILITY TO EMPATHIZE. HAVE A STRONG DESIRE TO LEARN AND BE COACHABLE. A POSITIVE ATTITUDE CARE BUT NOT THAT MUCH

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PROCESS OF SELLING
PROCESS OF SELLING

OBTAINING DEMAND

FEEDBACK SERVICING DEMAND


PROMOTING

PROSPECTING

BULK BREAKING & ASSORTMENT

STORAGE

CREDIT & SERVICE

AVAILABILTY

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SALESMANSHIP
SALESMANSHIP IS THE PRACTICE OF INVESTIGATING & SATISFYING CUSTOMER NEEDS THROUGH A PROCESS THAT IS EFFICIENT, FAIR, SINCERE, MUTUALLY BENEFICIAL, AND ARRIVED AT LONG-TERM PRODUCTIVE RELATIONSHIP. SALESMANSHIP IS THE ART OF SUCCESSFULLY PURSUADING PROSPECTS OR CUSTOMERS TO BUY PRODUCTS OR SERVICES FROM WHICH THEY CAN DERIVE SUITABLE BENEFITS, THEREBY INCREASING THEIR TOTAL SATISFACTION (I.J. SAPIRO). SALESMANSHIP IS SELLER-INTIATED EFFORT THAT PROVIDES PROSPECTIVE BUYERS WITH INFORMATION AND OTHER BENEFITS, MOTIVATING OR PURSUADING THEM TO DECIDE IN FAVOUR OF SELLERS PRODUCT OR SERVICE. SALESMANSHIP IS A PERSONAL ACTION OR EFFORT ON THE PART OF AN INDIVIDUAL WHICH IS INTENDED TO BRING ABOUT THE SALE OF THE GOODS. MORE BROADLY SPEAKING, SALESMANSHIP IS THE ART OF SELLING SOMETHING TO SOMEBODY.

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SALESMANSHIP
SALESMANSHIP IS GETTING GOODS FROM WHERE IT IS MADE TO WHERE IT IS NEEDED.THE TYPES OF SALESMANSHIP ARE : ROUTINE SALESMANSHIP : MERE ORDER TAKERS CREATIVE SALESMANHIP:EDUCATE THE UNWILLING CUSTOMER. TWO COMMON TERMS USED TO DESCRIBE SALESMAN ARE: 1.FARMERS: CREATES SALES DEMAND BY ACTIVITIES THAT DIRECTLY INFLUENCE AND ALTER THE BUYING PROCESS 2.HUNTERS: FOCUS IS ON BRINGING DEALS AND CLOSING DEALS. A GOOD SALESMAN SHOULD BE ABLE TO : UNDERSTAND THE NEEDS OR PROBLEMS OF CUSTOMERS. COMMUNICATE THE VALUE OF YOUR PRODUCT OR SERVICES TO YOUR PROSPECTS POWERFULLY.

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PERSONAL SELLING
THE HOLISTIC BUSINESS SYSTEM REQUIRED TO EFFECTIVELY DEVELOP, MANAGE, ENABLE, AND EXECUTE A MUTUALLY BENEFICIAL, INTERPERSONAL EXCHANGE OF GOODS AND /OR SERVICES FOR EQUITABLE VALUE.(AMERICAN SOCEITY FOR TRAINING AND DEVELOPMENT-ASTD). PERSONAL SELLING IS ORAL COMMUNICATION WITH POTENTIAL BUYERS OF A PRODUCT WITH THE INTENTION OF MAKING A SALE. THE PERSONAL SELLING MAY FOCUS INITIALLY ON DEVELOPING A RELATIONSHIP WITH THE POTENTIAL BUYER, BUT WILL ALWAYS UTLIMATELY END WITH AN ATTEMPT TO CLOSE THE SALE. PERSONAL SELLING IS A FACE-TO-FACE ACTIVITY: CUSTOMERS THEREFORE OBTAIN A RELATIVELY HIGH DEGREE OF PEROSNAL ATTENTION.
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PERSONAL SELLING VRS SALESMANSHIP


PERSONAL SELLING IS A BROADER CONCEPT THAN SALESMANSHIP. SALESMANSHIP IS ONE OF ASPECT OF PERSONAL SELLING AND ONE OF THE SKILLS USED IN PERSONAL SELLING. PERSONAL SELLING ALONGWITH OTHER MARKETING ELEMENTS SUCH AS PRICING, ADVERTSING, PRODUCT DEVELOPMENT & RESEARCH, MARKETING CHANNELS, AND PHYSICAL DISTRIBUTION, IS A MEANS OF IMPLEMENTING MARKETING PROGRAMMES WHEREAS SALESMANSHIP IS THE ART OF SUCCESSFULLY PERSUADING PROSPECTS OR CUSTOMERS TO BUY PRODUCTS OR SERVICES FROM WHICH THEY CAN DERIVE SUITABLE BENEFITS, THEREBY INCREASING THEIR TOTAL SATISFACTION.

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MYTHS ABOUT SELLING


KELLY REBERTSON, AUTHOR OF STOP, ASK AND LISTEN (7 MYTHS ) 1. BUYERS ARE LIARS.

2.
3. 4. 5. 6. 7.

ANYONE CAN BE PERSUADED TO BUY.


PRICE IS THE PRIMARY REASON PEOPLE MAKE A BUYING DECISION. A TECHNIQUE THAT WORKS WELL FOR ONE PERSON WILL WORK FOR EVERYONE. ITS CRITICAL TO CLOSE SALE AS SOON AS POSSIBLE. CLOSE THE DEAL AT ANY PRICE. DO WHATEVER IT TAKES TO GET THE SALE.

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MYTHS ABOUT SELLING


THE MARKETING EDGE: (7 MYTHS ) 1. TOP PERFORMING SALESPEOPLE ARE MADE NOT BORN.

2.
3. 4. 5. 6. 7.

TOP PERFORMING SALESPEOPLE ARE VERY STRONG CLOSERS.


PRODUCT KNOWLEDGE IS WHAT SEPARATES THE MEDIOCRE SALESPERSON FROM OUTSANDING SALESPERSON. A CAREER IN SALES IS USUALLY NEAR THE BOTTOM IN TERMS OF STATUS AND INCOME. WOMEN AE ONLY EFFECTIVE IN CERTAIN TYPES OF SALES POSITIONS. THE MOST EFFECTIVE SALESPEOPLE ARE MORE EXTROVERT THAN INTROVERT. STUDENTS GRADUATING FROM COLLEGES ARE GENERALLY INFORMED ABOUT CAREERS IN SALES.
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CHARACTERISTICS OF A SALES JOB


1. 2. 3. WORK SMART. THINK LIKE BUSINESS OWNERS. ORGANISING AND PRIORITISING GOALS.

4.
5. 6.

PERSUASIVE COMMUNICATORS.
ALWAYS STRIVE FOR SELF-IMPROVEMENT. HAVE POSITIVE SELF ESTEEM. A GREAT SALES EXECUTIVE IS SOMEONE WHO HAS A WORKING KNOWLEDGE OF THEIR COMPANYS OPERATIONS, PRODUCTS AND SERVICES, POSSESSES THE ABILITY TO COLLECT USEFUL BUSINESS SALES INTELLIGENCE ABOUT THEIR ACCOUNTS AND TRANSLATE THE INFORMATION INTO ADDITIONAL SALES.

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I AM O.K YOU ARE O.K.

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BUYER-SELLER DYADS
SOCIOLOGISTS USE THE TERM DYAD TO DESCRIBE A SITUATION IN WHICH TWO PEOPLE INTERACT. TRUST FORMS BETWEEN PEOPLE, INDIVIDUALS. BUT COMMITMENT FORMS BETWEEN FIRMS. THE RELATIONSHIP BETWEEN BUYERS-SELLERS NEED TO BECOME STRATEGIC AND PROCESS OF RELATIONSHIP DEVELOPMENT NEEDS TO BE ACCELERATED FOR FIRMS TO ACHIEVE THEIR GOALS. A COLLABORATIVE OR COOPERATIVE STRATEGY BETWEEN BUYERSELLER HELPS BOTHS PARTIES ACHIEVE LOWER COSTS AND BETTER PROFIT MARGINS.

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BUYER-SELLER DYADS
STAGES IN RELATIONSHIP DEVELOPMENT PARTNER SELECTION SETTING CREATING DEFINING RELATIONSHIP RELATIONSHIP PURPOSE BOUNDARIES VALUE RELATIONSHIP MAINTENANCE

VARIABLE
REPUTATION PERFORMANCE SATISFACTION TRUST SOCIAL BONDS COMPARISON OF LEVEL OF ALTERNATIVES MUTUAL GOALS POWER/DEPENDENCE TECHNOLOGY NONRETRIEVABLE INVESTMENTS ADAPTATIONS STRUCTURAL BONDS COOPERATION COMMITMENT

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CONCEPTUAL MODEL OF SELLER-BUYER DYADIC RELATIONSHIP


START SALESPERSON-CUSTOMER REALSIONSHIP

SALESPERSON

CUSTOMER

ROLE REQUIREMENTS & CHARACTERIS-TICS

PERSONAL CHARACTERISTICS

PERSONAL CHARACTERISTICS

ROLE REQUIREMENTS & CHARACTERIS-TICS

PERSONAL AFFILIATION

NEEDS & EXPECTATIONS

ADJUSTMENTS

NEEDS & EXPECTATIONS

CHOICE OF STRATEGY

CHOICE OF STRATEGY

NEGOTIATION

ADAPT EXCHANGE

ADAPT

STOP

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BUYER-SELLER DYADS
STAGE OF RELATIONSHIP DEVELOPMENT STAGE-I PRE-RELATIONSHIP STAGE ACTIVITIES - SEARCH FOR POTENTIAL PARTNERS FROM OUTSIDE AND INSIDE SOURCES -EVALUATE & SELECT POTENTIAL PARTNERS BASED ON SOCIAL & ECONOMIC ASPECTS. -FINDING MORE INFORMATION AND CROSSCHECKING PARTNERS COMPETENCY. -MATCHING NEEDS & CAPABILITIES. - MAKE INITIAL CONTRACT -ESTABLISH RAPPORT WITH PARTNERS -TESTING FOR COMPATIBILITY OF PARTNERS -TESTING FOR COMPATIBILITY OF PARTNERS -DETERMINING & DEFINING MUTUAL GOALS. - JOINT PLANNING OF ACTIVITIES,RESPONSIBILITIES & RELATIONSHIPS. -DEVELOP PERSONAL RELATIONSHIP & TRUST. -DIRECT INVOLVEMENT THROUGH REGULAR CONTACT AND SOCIALISATION -LITTLE COMMITMENT TOWARDS TRIAL TRADING ACTIVITIES -ADAPTATION AND ADJUSTMENTS THROUGH AGREEMENT, NEGOTIATION & SELF-CONTROL.
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STAGE-II EARLY STAGE

STAGE-III DEVELOPMENT STAGE

BUYER-SELLER DYADS
STAGE OF RELATIONSHIP DEVELOPMENT STAGE-IV LONG-TERM STAGE ACTIVITIES - INCREASED COMMITMENT & RECOGNITION OF MUTUAL BENEFITS THROUGH INSTITUTIONALISED CONFLICT RESOLUTION PROCESS. -DEVELOPMENT OF INTER-ORGANISATIONAL & MEMBER ADAPTATIONS. -ONGOING TRADING ACTIVITIES. - LONG TERM REWARDS BASED ON MUTUAL BEHAVIOUR & TRUST. - TERMINATION BASED ON EXTENT OF MUTUAL INTEREST & COST BENEFIT ANALYSIS OF CONTINUING IN THE RELATIONSHIP.

STAGE-V FINAL STAGE

ADAPTED FROM ANDERSON & NAURUS; DWYER, SCHURR & OH; FORD; GRUNDLACH, ACHROL & MENTZER; HAKASNSSON;MORGAN & HUNT; WILSON.

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PERSONAL SELLING
DIRECT FACE-TO-FACE COMMUNICATION BETWEEN SELLERS AND POTENTIAL BUYERS. EMPHASIS ON LONG-TERM RELATIONSHIP BUILDING. HIGHLY INTERACTIVE TOOL OF PROMOTION. BEST SUITED FOR COMPLEX NATURE OF PRODUCTS AND SERVICES. MAKES USE OF SALESMANSHIP TECHNIQUES. MEANS OF MOTIVATING OR PERSUADING YOUR PROSPECT TO BUY. FORMS OF PERSONAL SELLING : ORDER TAKER ORDER GETTER SALES SUPPORT PERSONNEL.

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PERSONAL SELLING
OBJECTIVES OF PERSONAL SELLING : BUILDING PRODUCT AWARENESS CREATING INTEREST PROVIDING INFORMATION STIMULATING DEMAND REINFORCING THE BRAND

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SALES FORCE
MAIN ROLES OF A SALES FORCE:PROSPECTING COMMUNICATING SELLING SERVICING INFORMATION GATHERING ALLOCATING TASKS PERFORMED BY THE SALESFORCE IN THE PROCESS OF SELLING:SALES DEVELOPMENT SALES MAINTENANCE

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SALES FORCE
THE OBJECTIVES OF SALES FORCE ARE: QUALITATIVE OBJECTIVES : RELATE TO METHOD OF SALES FORCE OPERATIONS. QUANTITATIVE OBJECTIVES : MEASURABLE ACTIONS BY THE SALES FORCE SALES FORCE STRATEGIES : STRATEGIES FOR GAINING MARKET ACCESS ACCOUNT RELATIONSHIP STRATEGIES.

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A KEY TO SUCCESS

Stay Close to Your Customer and LISTEN!


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TYPES OF PERSONAL SELLING


1. 2. 3. 4. 5. 6. 7. 8. 9. SERVICE SELLING INSIDE ORDER TAKER DELIVERY SALESPERSON ROUTE OR MERCHANDISING SALESPERSON MISSIONARY TECHNICAL SALESPERSON DEVELOPMENTAL SELLING CREATIVE SALESPERSONS OF TANGIBLES CREATIVE SALESPERSONS OF INTANGIBLES POLITICAL,INDIRECT OR BACK-DOOR SALESPERSON SALESPERSON ENGAGED IN MULTIPLE SALES

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THEORIES OF PERSONAL SELLING


AIDAS THEORY OF SELLING SECURING ATTENTION GAINING INTEREST KINDLING DESIRE INDUCING ACTIONS BUILDING SATISFACTION RIGHT SET OF CIRCUMSTANCES THEORY OF SELLING EVERYTHING WAS RIGHT ABOUT THAT SALE SELLER-ORIENTED THEORY STRESSES IMPORTANCE OF SALESMAN CONTROLLING SITUATIONS. ALSO KNOWN AS SITUATION-RESPONSE THEORY.

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THEORIES OF PERSONAL SELLING


BUYING FORMULA THEORY OF SELLING SCHEMATIC REPRESENTATION OF A GROUP OF RESPONSES ARRANGED IN PSYCHOLOGICAL SEQUENCE EMPAHASIZES THE PROSPECTS RESPONSES DE-EMPHASIZES THE EXTERNAL FACTORS(ASSUMING THAT THE SALESPERSON HAS NOT OVERLOOKED THEM. BEHAVIOURAL EQUATION THEORY DRIVES: INNATE AND LEARNED DRIVES CUES:TRIGGERING CUES AND NON-TRIGERRING CUES RESPONSE : BUYERS ACTIONS REINFORCEMENT : EVENT WHICH STRENGTHEN THE BUYERS TENDENCY FOR A PARTICULAR RESPONSE.

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THEORIES OF PERSONAL SELLING


BEHAVIOURAL EQUATION THEORY EQUATION : B=PXDXKXV Where B= response or the internal response tendency i.e. the act of purchasing a brand or patronizing a supplier P= predisposition or the inward response tendency i.e. force of habit D= present drive level (amount of motivation) K= incentive potential i.e. the value of the product or its potential satisfaction to the buyer V= intensity of all cues; triggering or non-triggering

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APPROACHES TO PERSONAL SELLING


STIMULUS - REPONSE APPROACH NEED SATISFACTION APPROACH MENTAL STATES APPROACH PROBLEM SITUATION APPROACH

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STIMULUS RESPONSE APPROACH

Salesperson Provides Stimuli

Buyer Responses Sought

Continue Process until Purchase Decision

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MENTAL STATES APPROACH

Attention

Interest

Conviction

Desire

Action

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NEED SATISFACTION APPROACH

Uncover and Confirm Buyer Needs

Present Offering to Satisfy Buyer Needs

Continue Selling until Purchase Decision

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PROBLEM SOLVING APPROACH

Define Problem

Generate Alternative Solutions

Evaluate Alternative Solutions

Continue Selling until Purchase Decision

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THE SALES PROCESS: AN OVERVIEW

Selling Foundations

Initiating Customer Relationships


Selling Strategy

Developing Customer Relationships

Enhancing Customer Relationships

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THE SALES PROCESS: SELLING FOUNDATIONS


In order to be successful in todays global business environment, salespeople must have a solid relationship building foundation. They must: Be Trustworthy

Behave Ethically
Understand Buyer Behavior Possess Excellent Communication Skills
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THE SALES PROCESS: SELLING STRATEGY


IN ORDER TO BE SUCCESSFUL IN TODAYS GLOBAL BUSINESS ENVIRONMENT, SALESPEOPLE MUST ALSO THINK AND ACT STRATEGICALLY. THE MUST DEVELOP STRATEGIES FOR:

Each Sales Call


Each Customer Their Sales Territories
Each strategy is related to the other

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THE PERSONAL SELLING PROCESS

FOLLOWING UP CLOSING THE SALE HANDLING OBJECTIONS MAKING THE SALES PRESENTATION APPROACHING THE PROSPECT

Pre approach: QUALIFYING PROSPECTS


PROSPECTING: IDENTIFYING POTENTIAL CUSTOMERS
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Creative Selling Process


Prospecting: Identifying
likely new customers
Leads Developing lists of Potential Customers

Pre-approach (Qualifying)
Finding and analyzing information about prospects Evaluating a prospects potential IIPM, BHUBANESWAR

Approaching The Prospect


HOW DO WE MAKE THE INITIAL CONTACT & BUILD RAPPORT

There is only one time to make a first impression

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Creative Selling Process


Making The Sales Presentation Using Persuasive communication Hold Attention Stimulate Interest Desire Tell the products story
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Creative Selling Process


Handling Objections
Questions Reservations

Understand Concern Counterarguments Acknowledge concern Clues to process


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Overcoming Objections
IF HE HADNT TOLD ME WHAT HIS OBJECTION WAS, I NEVER WOULD HAVE BEEN ABLE TO HELP!

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Creative Selling Process


Closing the Sale Closing signals Trial close Asking the prospect to buy

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Creative Selling Process


Following Up
Commitments met
Shipment Performance

Reinforce relationship Satisfied customers rebuy & recommend


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