Sales

Management
Assignment

VINOTH K
Roll No: A050

CONTENTS
S NO
1
2
3
4
5
6
7

PARITICULARS
Sales Management
Selling Management
Organizational Structure
Incentive System
Territory Management
Controls
Suggestions

1. Sales Management:
The sales management meant management of all marketing
activities, including advertising, sales promotion, marketing
research, physical distribution, pricing, and product
merchandising.

The planning, direction, and control of the personnel, selling

activities of a business unit including recruiting, selecting,
training, assigning, rating, supervising, paying, motivating, as all
these tasks apply to the personnel sales-force.
Management of Salesforce
Sales force is directly responsible for generating sales revenue.
Eight general management areas:
Establish Salesforce objectives
Major objective is persuasion, converting consumer interest into
sales. Sales objectives; expected to accomplish within a certain
period of time.
Organizing the Salesforce
Organize by:
Geography (simplest, but not suitable if product(s) are
complex or customers require specialized knowledge)
Customer: Different buyers have different needs
Product: Specific knowledge re: products is needed
Size. Marginal analysis, or determine how many sales
calls/year are needed for an organization to effectively serve
its customers and divide this total by the average of sales
calls that a person makes annually.
Recruiting and Selecting Salespeople
Need to establish a set of required qualifications before beginning
to recruit. Have to Prepare a job description that lists specific
tasks the salesperson should perform and analyze traits of the
successful salespeople within the organization.
Applicants that most match the demographics of the target
market.

Training Sales Personnel

Use of formal programs, or Informal on-the-job training. Can be
complex or simple.
Training should focus on:
The company
Products
Selling techniques.
Compensating Sales People
To attract, motivate and retain sales people that facilitate and
encourage good treatment of the customers. Need to understand
personalities of sales people. Strive for proper balance of
freedom, income and incentives.
Need to determine the best level of compensation required, and
the best method of calculating it. It may be a Straight
salary/straight commission/single percentage of
sales/Combination plan

Motivating Sales People

Need a systematic approach, must also satisfy non-financial
needs:

Job security
Working Conditions
Opportunities to succeed
Sales contests increase sales.
Symbolic awards--plaques, rings etc.

 Spending time with sales persons o give the personal

attention!!
Have to ake interest in them and the sales goals
.

2. Selling Management (Personal Selling):

Personal selling occurs where an individual sales person sales a
product, service or a solution o a client. Sales people should
match their offering to the specific need o the customer.
Personal Selling Process
Prospecting and Evaluating.
Prospecting is the process of identifying prospective buyers of the
product. The prospects are those who have a need or will to buy

and need or will to buy and power to pay. There are different ways
to identify the prospects like

Cold Calling
Acquaintance of Reference
Center of Influence
Personal Observation
Direct mail / Telephone
Company records
Newspaper
Yellow Pages,
Clubs, Associations address book, Etc.,

Preapproach (Preparing)
Pre-approach is the second step in the selling process which
emphasizes that the salesman should know the likes and dislikes,
needs, preference, habits, nature, economic and social status of
his prospect clients. It helps present the presentation to meet the
prospects needs.

Approaching the Customer

Manner in which the sales person contacts the potential customer.
First impression of the sales person is Lasting and therefore
important. Strive to develop a relationship rather than just push
the product. Can be based on referrals, cold calling or repeat
contact.
Making the Presentation
Need to attract and hold the prospects Attention to stimulate
Interest and stir up Desire in the product so the potential
customer takes the appropriate Action.
Overcoming Objections

 Seek out objections and address them.

Anticipate and counter them before the prospect can raise
them.
Try to avoid bringing up objections that the prospect would
not have raised.
Must know value of product, provide warranties etc.

Closing
Need to be prepared to close at any time. The following are
popular closing techniques:

Trial Close (Minor decision close)

Assumptive close (Implied consent close)
Urgency close
Ask for the sale close

If prospect says no, they may just need more reasons to buy.
Following Up
Must follow up sale, determine if the order was delivered on time
etc. Also helps determine the prospects future needs.
Accomplishes four objectives:
Customer gain short term satisfaction

 Referrals are stimulated

Have to Stay a few minutes after sale--reinforce, make them
feel good.
Have to Follow up, reinforce, know birthdays, new year etc.

3. Organizational Structure of My Branch:

MD & CEO
ED FINANCE

ED International
Banking
Group

ED Wholesale
Banking

ED - Retail
Banking
SGM

RBH

ZH

RHS

RHS - CA

RHS CASA

RRM

CBM

RSM

RHS Asset

Branch
Manager
DBM

SM

VB
(CSO / CSM /
Teller)
PB

Notes:

SO CA

SO SA

FSC

RM BLG

RM Trade

MD Managing Director, CEO Chief Executive Officer,

ED Executive Director, SGM Senior General Manager,
RBH Retail Business Head, ZH Zonal Head,
RH Regional Head, RRM Regional Risk Manager,
RSM Regional Service Manager,
RHS Regional Head Sales,
CBM Cluster Branch Manager,
BM Branch Manager, DBM Deputy Manager,
FSC Financial Service Consultant,
VB Value Banker (Customer Service officer / Customer Service
Manager / Teller),
PB Privilege Banker, SM Sales Manager,
SO CA Sales Officer Current Account,
SO SA Sales Officer Savings Account.
My view about organizational structure:
I like the structure, because
Which provides a line of authority that reaches from the top
of the organization to the bottom and it clearly tells that who
reports to whom in the organization.
Its very transparent that we can easily know that where I
am stand, what is my objective and how do reach the higher
positions.
4. Incentive System:
ICICI Bank follows a meritocracy based performance oriented
culture where deserving employees are given responsibilities
ahead of time.
Compensation is dependent on achievement of key results in their
respective domain.

Performance bonus is strongly linked to corporate performance,

business performance and individual performance.
Adequate attention is given to performance on parameters like
customer service, process improvement, adherence to risk and
compliance norms and employee capability building.
Performance Bonus:
The quantum of bonus for an employee does not exceed 60% of
base salary and is paid on an annual basis. A performance bonus
scheme provides wide ranging incentives to employees.
The employees in the sales role will get Performance based
incentives monthly basis.
The employees other than direct sale roe will get a performance
linked bonus based on Regional level ranking of heir BSC.
Reward and Reorganizations:
Apart from the yearly bonus and incentives, bank periodically
announce the Outdoor Trip where the STAR performers will be
recognized for their performance.

Cross-functional movement:
ICICI Bank also encourages cross-functional movement, enriching
employees knowledge and experience and giving them a holistic
view of the organization while ensuring that the bank leverages
its human capital optimally.
Leadership Development Programmes:
ICICI Bank also has a structured process of identifying and
developing leadership potential.
Special programmes on functional training and leadership
development are conducted to build knowledge as well as
management ability

ICICI Bank offers many training programs like:

Post Graduate Certificate in Securities Markets: ICICI
Bank has partnered with National Institute of Securities
Markets (NISM) to launch Post Graduate Certificate in
Securities Markets (PGCSM). The programme 145 aims to
create professionals such as Treasury dealers, Fund
Managers, Analysts, Institutional Sales Professionals, and
Investment Advisors in the securities markets.
MBA (Finance & Banking) Programme ICICI Business
Leadership Programme is an initiative by ICICI Bank in
partnership with NIIT University to deliver Master of Business
Administration (MBA - Finance & Banking) programme with
specialization in finance and banking. It aims to provide
opportunities to professionals, who demonstrate an aptitude
for the banking industry, to get identified and nurtured as
future business leaders. It provides a career leap to business
leadership positions and an opportunity to serve corporate
India.
Post Graduate Certificate in Business Management is
an initiative by ICICI Bank to develop the Young Leaders for
the bank with the partnership of NMIMS Mumbai. It aims to
provide opportunities to the high performance employees to
acquiring depth knowledge in Wealth Management, Branch
Banking, Credit and Business Loan Group.
Post Graduate Diploma in Banking & Finance is a
program conducted with the collaboration with Manipal
University for the young talented sales officers to promote
their self into the leadership role of the branch.
My view regarding ICICI Banks Incentive:
I like the ICICI incentive system because,
I have recognized timely throughout my journey with ICICI
Bank.

 PMS process, it is a very transparent in ICICI. At any point

time we can know our performance ranking via Dash Board,
BSC and various MIS.
Im getting support from all levels to enhance my
performance.
ICICI gives equal importance to Sales, Service, Process and
learning.

5. Territory Management:
A sales territory comprises a group of customers or a
geographical area assigned to a salesperson.
The territory may or may not have geographical boundaries.
Typically, however, a salesperson is assigned to a geographical
area containing present and potential customers.
Assigning sales territories helps the sales manager achieve a
match between sales efforts and sales opportunities.
My Territory:

My territory contains below mentioned geographical areas:

Catchment 1:
In this catchment, More Small retail shops and Apartments are
available. Its highly suitable for House hold products like Savings
Accounts, Family banking and Investment products.
So I will assign a CASA Sales Officer to manage he catchment
along with FSC.

Palayapalayam,
Suthanandhan Nagar,
Indhu Nagar,
Postal Nagar,
Diamond Nagar.

Catchment 2:
This catchment is a residential area. Many opportunities available
for House hold products.
So I will assign a Sales officer to this catchment.

Muthampalayam,
Surampattivalasu,

Catchment 3:
This is a residential area. Posh locality, full of high net worth
individuals. Highly potential area for House hold products and
investment products.
Since its a high potential area, I will assign a Privilege Banker to
cover this area.
Kumalankuttai,
Teachers Colony,

Catchment 4:
This is a industrial area, here more opportunities for Current
Accounts, Trade Business, Business Loans.
So I will assign a Current Account Sales officer with Asset
Relationship Manager.
Sales Manager will be the Key Relationship Manager for the Bigger
Corporates available here.

 Nanayanavalasu,
Sampath Nagar,
Veerappamchatram.

6. Sales Force Control:

Effectiveness of sales force Management, to a large extent,
depends on controlling mechanism practiced by the company.
Control keeps sales people alert, active, creative, and regular in
their efforts. Suitable controlling system is essential to both,
company and salesmen.
Sales force control includes verifying sale force performance and
taking corrective actions, if needed.
Customer Relationship Management:
Currently Bank upgrades its sales control tool from Sales force
Automation (SFA) to Customer Relationship Management (CRM).
CRM enables the employees to record their all sales and initiate
their sales on the move.
It enables the managers to track their employees by 360 degree
by various MIS.

My recommendation for ICICI on sales control:

Customer feedback management (CFM):
Feedback analytics services use customer generated feedback
data to measure customer experience and improve customer
satisfaction.
Feedback data is collected, then, using key performance
indicators and feedback metrics, turned into actionable.
Currently feedbacks are collected from the customers who availed
service from the bank. Have to implement the sales visits also.
Customer Referral Management:
To capitalize on the lifetime value of customers need to manage
the sales potential from customer referrals proactively.
To encourage existing customers to generate referrals we can
give Rewards to customers for referring other customers can also
encourage referrals.
Even CRM are in place, I like to strengthen the acidities of CFM to
get long relationship with the customers.

7. Suggestions for the improvement of this program:

Coaching the sales persons is the responsibility most neglected

by sales managers, because it requires them to borrow time from
their already busy day.
Highly effective sales managers have to realize that placing a
high priority on coaching will build confidence and drive
production for their team better and faster than any other single
practice.
In this complete program, we learn a lot about recruiting a sales
person and giving the services.
Mreover I like to learn more about, How to coach a sales person.
So it will be helpful for the future Managers to train their team.
Thank You!