Chapter 2.

Selling Game

Sales manager – Manoj Madiwal

Sales executives – Raju Nidagundi

Krishnamurthy

Veeresh Sanganal

Sagar Dodamani

Nagareddy

In the 3rd sem of the MBA 2ND YEAR IN THE KOUSALI INSTITUTE OF MANAGEMENT STUDIES, KUD we have
a subject called sales management. Under the guidance of Dr. M. S. Subhash. We all his students had participated in the
sales game or sales activity. The sales activity consist of time. It is a six day sales activity, were we sale the different
products everyday. And this activity is started from 7th November 2019 to 12th November 2019.

Sales game :

sales game is an event given in our college to test our sales ability to sell a product. And the sales game
has given us the choice that we can sell any product within the time allotted to us in this event. And the
below list is what we had selected the products to our sale game.

Organization of team 4

Sales Manager

Sales Sales Sales Sales Sales

Executives Executives Executives Executives Executives
1 2 3 4 5

Sales manager : Manoj Madiwal

Sales executives 1: Raju Nidagundi

Sales executives 2: Krishnamurthy

Sales executives 3: Veeresh Sanganal

Sales executives 4: Sagar Dodamani

Sales executives 5: Nagareddy

Duties and responsibilities of the Sales Manager:

1. Sales manager has to hiring the salespersons who has required qualification and efficient and effective power to sales
the products to the customers and who has good negotiation skills, presentation skill, and convincing skill.

2. Sales manager has allocate / assign the particular work to the particular employee.

3. Sales manager is to motivate the salesperson to do work effectively.

4. Sales manager has to set the target to the salespersons which suppose to be done by them.

5. Sale manager has to provide remuneration and rewarding for the salespersons

6.. Managing the sales team.

7. Sales manager has to solve the complicit between the salespersons.

8. Properly communicate with the sales peoples, distributors

9. Achieving sales target as per the forecast

10. preparing the sales forecast and budgeting.

11. Accepting the report from the sales peoples.

Duties and Responsibility of the sales persons :

1. Salespersons has to report the day’s work to the sales manager which include all the activity done by the sales person
like travelling expanses, sales how much sales has sold and credit sales happened.

2. Sales persons is to prospect who are their customers he going to target.

3. Sales persons has to make presentation in front of the customer.

4.delivery of the products in correct time.

5. Sales person has to collect the due amount from the customers.

6. Sales persons has to handover the stock which product are didn't sold.

7. Sales persons need to approach the new customer.

8. Submission of the outstanding amount to the office which is collected by the customers

Selling products and process

Sl.No Sales Products Day

1 Mishra Pedha Thursday
2 Soft Drinks and snacks Friday
3 Snacks and chewingum Saturday
4 Food Item Sunday
5 A4 Sheet Monday
 6 Food Items Tuesday

Table 1.1

All of the products are sold in Karnataka university campus and the hostels (Boys hostels). And we are purchased
products from retail shop with retail prices and we sold for somewhat more prices.

Long term and short term range selling programs

Short term range programs for our sales force:

1) In short term range of programs we had a plan of selling the readymade products like snacks, soft drinks and some
FMCG products and A4 sheets.
2) These all products are sold by our salesman in daily bases 6 days. Which are almost readymade products.

Long term range programs for our sales force :

1) In the long term sales force we had prepared our own product that is catreen service in Boys Hostel that is we served the
Chicken food to the hostellers.
2) In the long term sales activity another long term product we choose is the boiled eggs. We brought the eggs and prepare
the boiled eggs.

Compensation plan : compensation is just incentives to boost the sales.

Compensation policy: the compensation policy we follow are

We follow commission policy for our sales peoples.

 Following compensation method we use

 For sales person we given the commission and other incentives.
 For 6 days each sales person got T.A bill and Commissions
 Best sales executive Award.

Investment and share:

 In sales activity or sales game we had purchased some products with our own money team contributed the cash facility
to buy the products of readymade and prepared.

 For this six day activity we had invested the amount of Rupees 518/- and this is divided between all the members of
team 4.

 The team earned the total amount of Rupees 760/-

 The team earned the profit of Rupees 242/-

Sold products:

We as a team started our sales activity under the guidelines of our team head or our sales manager Mr. Manoj Madiwal,
Mr. Manoj Madiwal had given the sales product to the whole team members as seen in the table of content (Table 1.1)
above shown . The manager had given the task to the sales team that is team no 4 and our manager Mr. Manoj Madiwal
 not only given the products, but also the suitable venue to sell our products. And the venue name is the Rani Channamma
Stadium, Which is located in the Karnatak University Dharwad. The stadium is located at the east side of the University.
The venue the Rani Channamma Stadium had the sports event for two days called ‘SAMAR 2019’. Which is organized
by one of the reputed college of the university.

Kousalli Institute of Management studies is one of the reputed college of the University and not only in the university it
is well known college for Management studies in North Karnataka region of the state. And we started our journey of
sales in the event called ‘SAMAR 2019” for the period of two days as scheduled by the college and university.

Profit
Date Day Items Quantity Cost of Price Selling Price Profit
Percentage

Mishra
Thursday  -  -  -  -  -
07/11/2019 Pedha

Lays
Lays and Lays 10 and Lays 5×10=50, Lays 20, Lays 40,
7×10=70,
Friday Cold Cold drinks Cold Drinks Cold drinks Cold Drinks
08/11/2019 Cold Drinks
Drinks 10 10×10=100 20 20
12×10=120

Food
Saturday -  -  -  -  - 
09/11/2019 items

1 kg chicken,
And other  1 kg chicken
ingredient 180
like Masala
5 plate of
10/11/2019 readymade powders 20
Sunday Catering chicken Taali 150  50 
masala Roti 5×10 = 50
90 × 5 = 450 
powders Rice 1 kg 35
and some And others 15
other rupees
products

Monday A4 sheet -   - -  -  - 
11/11/2019

Boiled Boiled Egg 4.50×15 =

Tuesday 8×15=120 52 76
12/11/2019 Egg 15 67.50 = 68.00

Table 1.2

Sales done throughout the sales game activity

 500
450
450

400

350
300
300
Rupees

250

200
150
150 120 120
100
100 70 67.5 76
50
50 20 20
0
Product sold Daily

Cost of Price Selling Price Profit

Table 1.3

Sales Activity:

Day 1

Mishra pedha

Profit
Date Day Items Quantity Cost of Price Selling Price Profit
Percentage

Mishra
Thursday  -  -  -  -  -
07/11/2019 Pedha

Sales activity is a part of our sales management subject in 2year of M.B.A 3 rd sem, as a sales team we participated in the
sales game as our manager Mr. Manoj Madiwal has suggested in the meeting. The first day as our manager suggested we
started our journey of sales.

The first day that is on Thursday on 07/11/2019, we planned to sell the product called “MISHRA PEDHA”. This is the
best plan we had in our plan, but it had not came to action.

Team 4 wanted to sell this product in the campus or the Karnatak Uiversity Dharwad. Team 4 had its target set we have
studied the product and our service area where we need to sell our products.

The targeted customers for this products are thee professors of the Karnatak University Dharwad and the staff of
administratives of Karnatak University Dharwad.

The plan didn’t came into the action because we had not raised the money, the investment required for this “MISHRA
PEDHA” Product we didn’t raised the money due to some issues of investment from where to raise.

The “MISHRA PEDHA” we selected the ½ KG quantity of 8 product. The cost of the product is Rupees 80/- and we
want to sell it for Rupees 100/-.
 How we wanted to sell it is on the name of our college and the activity we conduct their in front of them. The task we
conduct over there is by introducing the product in some good manner, because the customers are well known about the
product. And we want to sell it in different manner like introducing the product in good manner like the ingredients of
the products and the benefits of the products with a best communication in English. We have good communicator sales
representatives who know the different languages and communication skills.

Day 2

Lays and cold drinks

Profit
Date Day Items Quantity Cost of Price Selling Price Profit
Percentage
Lays
Lays and Lays 10 and Lays 5×10=50, Lays 20, Lays 40,
7×10=70,
Friday Cold Cold drinks Cold Drinks Cold drinks Cold Drinks
08/11/2019 Cold Drinks
Drinks 10 10×10=100 20 20
12×10=120

The second day that is on Friday on 08/11/2019, we planned to sell the products like snacks and soft drinks.

Sales activity is a part of our sales management subject in 2year of M.B.A 3 rd sem, as a sales team we participated in the
sales game as our manager Mr. Manoj Madiwal has suggested in the meeting. The second day as our manager suggested
we started our journey of sales. The first day of sales activity in the ‘SAMAR’ we faced the competition from the
opposite teams in that venue that is Rani Channamma university.

There are totally five teams and they are our classmates and they had given the tough competition to us as a result we
had not done any sales in the first day of the SAMAR 2019.

The SAMAR 2019 has started on 8th november 2019 as it is scheduled in the program, first day our sale activity included
the snacks and soft drinks. And that we had done it nice and neatly completed the work as our manager Mr. Manoj
Madiwal has given.

As per the schedule of the SAMAR 2019, we also scheduled our program for this event and the first day and it follows
like this.

1. When to start the selling process ?

2. From where to start the selling ?
3. From whom to sell it first ?
4. How much to be selled ?
With the view of these objectives in mind we started our sales activity game, firstly we had brought the snacks that is
lays packet of worth 5/- rupees. The manager Mr. Manoj Madiwal has tested the venue with few some samples. Team 4
had brought 3 packets of lays of 5/- rupees per each.
And we are succeeded in it. As we are new in this sales games or sales activity for the project we failed here by few
minutes of late timing, why because our opponents have seen us and they grab this opportunity to sell the products.
Eventually there products also same as we selected for the sales games for the first day event of SAMAR 2019.
It is not our fault actually as a team member of our team we need to perform there (we are not only doing the sales but
we all are in the SAMAR 2019 participants also). Early morning when we are free we have tested our self with some
products but due to our team captain had called us we went to play the games.
 This were we lack in our business due to almost of all our team 4 members were busy in some or another games. Due to
this we couldn’t make it for the morning show and we lack there with a little bit of less product selled.
So for this our team manager Mr. Manoj Madiwal has changed the plan with the team. The plan has came due to the
meeting and discussion with the sales executives in the field. And we decided to sell the snacks and cold drinks.
Although the other teams who are the compotators to us and each others had sold the same products which we have
started to do testing.
The manager Mr. Manoj Madiwal just had changed the plan, and he ust changed the timing of selling games in the venue
our team has observed the other teams tactics and started our job in the field.
As other team have worked in the morning that is sold the products to customers and they had enough we thought
because after the lunch they are not started the selling procedures, we started the sales game at 3’olock.

Day 3

Profit
Date Day Items Quantity Cost of Price Selling Price Profit
Percentage
Snacks
and
Saturday  -  -  -  -  -
09/11/2019 chiwung
ums
Snacks and chwingum

As a day three progress we thought about the energetic products like chewengums and some evening snacks in the event
‘SAMAR’ it is the second day of the event ‘SAMAR’. But due to some consequence the game has vanished. And the
consequence is bigger that affects to the country, the consequence The “AYODYA” verdicts

Due to the “AYODYA” verdict the central government has taken pre-caution and make that day in high alert through out
in INDIA.

So the Karnatak University Dharwad has closed the University for the day and the events that are to be happen on that
day is cancelled and it involes the event “SAMAR 2019” also.

Our team is up to date and we know this verdict before night and we discussed with our team and make a meet at that
night. Our Sales Manager Mr.Manoj Madiwal has called a urgent meet and we all are assembled in the desired place all
the sales executives are to be present is the order of the Sales Manager and we decided not to participate in the sales
activity as it is going to be cancelled.

Day 4

Catering service

Profit
Date Day Items Quantity Cost of Price Selling Price Profit
Percentage
Sunday Catering 1 kg chicken,  1 kg chicken 5 plate of 150  50 
And other 180 chicken Taali
ingredient Masala 90 × 5 = 450 
like powders 20
10/11/2019 readymade Roti 5×10 = 50
masala Rice 1 kg 35
powders And others 15
 and some
other rupees
products

One of the usp in our team is creative sales persons that has been shown in the caterer service by the our sales persons
specially the sales man number 2. That is Krishnamurthy.

Krishnamurthy is not only the sales man he also a sheaf, who cooks good food. Specially the non-veg products. The
whole credit goes to the sales person number 2. The idea came to him only when we are selecting the products.

The sales person 2 has taken the help of the sales person 4 to prepare the food. Though the sales person number 4 don’t
know the cooking, he helped him to prepare the food like outsourcing the required items and some other works etc.

This is one of our best product what we sold in the sales game. It happened in the shalmala boys hostel, on 10 th
November 2019 night.

Ingredients we collected for this sales are

o 1 Kg Chicken
o Prepared masala packets
o Rotis
o Rice
Our team sales person Mr. Krishnamurthy Prepared the Chicken Masala product to serve the hostellers for these ha had
taken the 1hour time to cook with our sales manager permission we choose this service to our sales activity.
The target customers are already fixed because we approached them before the day, and they to accepted our request to
serve them the food. And we prepare according to that taken orders like a every service boy takes the orders in hotels.
We give them a good offer that they can’t reject the offer like we offered them the food or the Chicken Thali. The price
for the products we put it is to less.
The hotels charges the one plate Chicken Taali a Rupees 130/-. And we offer them for just rupees 90/- only and that to in
their comfort. That is the service is given in their room only.
And we also taken the feedback from them the customers about the service given by the team 4 and they admire a lot for
the sales person Mr.Krishnamurthy. and not only this they are ready to give us the second order, due to our problems we
didn’t make it to their mark like they wanted the food again but we give them one more service that is in next day.
Day 5
Food service

Profit
Date Day Items Quantity Cost of Price Selling Price Profit
Percentage

Boiled Boiled Egg 4.50×15 =

Tuesday 8×15=120 52 76
12/11/2019 Egg 15 67.50 = 68.00

The team 4 has gained some confident from the earlier catreen service that we provided it in the hostels. We continued
the same procedure that is we changed our product from FMCG to food service in hostel.
The targeted customers are same, but the venue has changed this time. This time we selected the other hostel that is
NIJALINGAPPA Hostel. And also this time we changed the food too.
This time we tried the famous food of Dharwad city, that is nothing but the EGG Rice Centre strategies and we selected
the Boiled – Egg service to the hostellers. The venue has changed because we wanted to face the other department
students. Till now we had done our sales in our department only.
So we decided to face the market and the same procedures we followed here too as done in the 4th day of sales game.like
what we done in the Shalmala Hostel, we done it same in the Nijalingappa Hostell.
We firstly with the help of our sales person number 5 Mr. Nagareddy who knows few people of the Nijalingappa Hostel
we taken the orders with good manner and we communicated with them told them about our sales games and till now
what we have done in the sales field in our sales games.
We sold them the Boiled – Egg startlingly they opposed to it and we told them about the benefits of it that in those
famous Egg-Rice centers they are not hygiene and they provide you that in some ugly kind of conditions.
Like they wash the Boiled-Egg after opening the above coating of Egg or Chilka of that Egg. They wash it in the same
water which they use for washing the spoons of the customers that eat over there. And it is too ugly and they done it
openly in front everyone. And we do it nice and neatly in pure waters of hostels.
So we convince the customer and sold the food of Boiled – Egg, which are prepared by our self by bringing the eggs and
Boiled it in the hostel rooms and opens the coating of the Egg in front of them and we show them the hygienist also
important to sales also.

Difficulties faced by our sales team :

01. Convincing customers :

It is the one of the tuff job or difficulty for our team. Because it is a new team and new sales persons and sales manager
and the activity is also first time to our team. So it is little difficulty to us to imply the theoretical part into practical
world.

02. Overcome with the customers Objections :

In our sales activity overcoming by the customer objections is one of the difficult task we faced in the sales activity,
because customer use to ask more questions while purchasing the products, and if the customers are educated it is to
difficulty to handle them. Because they ask us many silly question and lot of questions, so this is the more difficult task
for the sales person and the team 4..

03. We didn't got Wholesale price for the product while purchasing the products :

We purchased the products in the retailors and some kirana stores at the moment which one is near and flexibility to our
team. Because it is near to our event we purchased and sold it to gain little profit.

04. Negotiation :

While selling the product negotiation is one of the toughest task for our team 4. because it is a new activity we didn't had
any experience. So negotiation with customer is more difficult task for us, but we did better negotiation by understanding
the mindsets of our targeted customer and to clear with our products.

05. Preservation of Products:

Preservation of products is also one of the important task in our team. That we our team members simultaneously have
games also that we need to participate and it is bit confuse with the competitors and ours, because the products are
 almost same in all the competitors who are there in the fields. For this problem only we have a bag given by our sales
manager Mr. Manoj Madiwal.

OUTCOME OF THIS SELLING ACTIVITY:

 By this selling activity we have understood the Time management skill, because we didn't have free time to sell these
product along with our curriculum we made some time for free and we sold the products here we learnt some time
management skill.
 We got to know the Finance management skill, by purchasing products and making forecasting for tomorrow's sales and
budgeting for 6 days sales.
 We knew that which product has more margin and which product has more demand and which product easily moving in
the market.
 We understood the what type of target pressure will be there in the corporate / in market field.
 This activity taught us that how to provide remuneration to the sales people and how companies are reward the
employees.
 This selling activity taught us that the role of the sales manager and the sales people in the company.
 We knew the negotiation skill by this selling activity by negotiating with the consumers.
 We got to know the selling skill. because as earlier we never had these kind of activity. so by this activity we knew the
selling skill.
 We understood, that how to make decisions quickly by this activity.
 We understood the salespeople's role and what are difficulties they have faced.
 This selling activity taught us that overall about the planning, purchasing, selling, marketing, rewarding, remunerating
and financing, budgeting, and forecasting .

CONCLUSION :

We really had a new and wonderful experience by doing this sales activity we heartily thankful our mentor
Dr. M. S. Subhas who guide us to do this activity, along with this sales management theoretical class we had some
practical knowledge about the sales management. And also we have faced some difficulties while doing this activity
especially adjusting time for this activity is one of the most and very difficult challenge to our team, because along with
our busy curriculum schedule we made some free time for this activity and done sales for 6 days, by this we came to
know about the work pressure in the field and time pressure management skills. As marketing students we learnt some
practical knowledge about the sales management skills along with our sales management theoretical subject. Though we
sold only small kind of products and small quantities in number, we got to know the all things what are actually going on
in the companies.

Here we conclude that, this selling activity is the good opportunity to learn, earn and gain the practical knowledge
about the sales management. And also we had wonderful experience we ever had as earlier. So we are heartily thankful
to our Professor Dr. M. S. Subhas for providing guidelines for this selling activity.

Thank you sir.

Chapter 3.0

Selling Skills and Strategies:

Selling:

Selling is one of the most challenging professions of the modern world. While a few people do very well in the world of
selling, many believe that selling is becoming an exceedingly difficult job. Success in selling determines the fate of an
organization. Business organizations are set up to generate profits by satisfying the needs and the demands of customers.
In the process of delivering goods and services, business organizations utilize the available resources including human
resource, and develop business systems to continuously provide utilities to the customers. There is a risk involved in the
future of any business, and business organizations take this risk arising out of the uncertainties of a dynamic business
environment to generate profit.
The objective here is not to explain how or why a business enterprise earns profits, but to explain how salespeople
contribute to achieving the goals of business organizations. Products and services can be delivered to potential customers
in two ways. Indirect marketing involves a process of intermediation in which a third party takes the product and delivers
it to the customers on behalf of the producer, with a share in the profits. However, in direct marketing organizations
deliver products and services to the customers directly through salespeople. The salespeople represent the company to
the customer. If the salespeople are equipped with the required skills and have the desired aptitude for selling, they
contribute to the achievement of the higher organizational goals.
Salespeople with proper selling skills not only close the sales and utilize the selling time effectively but also are able to
project a positive image of the company through their professional approach. Effective selling skills also help an
organization in achieving its long-term business objectives. Research has identified that it costs less to sell products to
existing customers than to new customers. So companies are looking to establish long-term relationships with their
customers so that they can provide better and value added products to the customers over a long period of time.
Similarly, when efficient salespeople interact with customers, they understand their needs and problems better and
provide feedback to the company so that the company can be proactively innovative in products, processes, service
commitments, and the organization will be more adaptable to changes in the customer world.
Selling skills

Problem-solving Communication
skills skills

Selling
skills
Negotiation skills Listening skills

Conflict management
and resolution skills

Communication process :

A salesperson needs to understand the communication process before he develops his own strategies for successful
selling. Communication is the exchange of ideas and information between two parties. The communication process is
defined as a set of activities and systems integrated for an exchange of ideas, concepts, information, and knowledge
between a sender and a receiver through alternative channels. In this process the receiver decodes the message and send
feedback to the sender so that the sender can know the effectiveness and response of his communication inputs. Noise
and disturbances are interspersed in the communication process, which hinder the effectiveness of reception.
Sales communication can be both personal and non-personal. Non-personal communication means the use of mass media
for providing product information to the consumers. Non personal communication involves newspaper, television, and
other mass media through which the sponsor sends messages about the products and services without a scope of knowing
the recipients.
A typical communication process begins with a source, which in this case is the sales person himself, who provides the
relevant product and service information. The source has thoughts and ideas to communicate to the audience, which have
to be encoded in a presentable form by the sender. Sales presentations, sales literature sent through direct mail, telephone
calls, and selling information over the Internet are examples of communication and information dissemination in the
selling process. For this purpose, the message has to be encoded into a presentable forma that can be transmitted to the
customers. This involves translating ideas and thoughts symbols, words, and pictures to meaningful communication
patterns. The words and symbols used by the source should communicate the same meaning to the receiver.
Listening Skills:

The sales manager has to be a very good listener and use his listening skills to lead towards sale realization. It is
generally observed that salespeople spend more time in receiving communication and information than in transmitting it.
Poor listening skills may make a sales manager miss subtle issues in customer interaction, and this may lead to non-
resolution of customers' problems and thus a poor level of sales realization Yet listening is one of the most underrated
skills in the sales world.
A good listener welcomes new ideas, and stay informed, up-to-date, and out of danger in an organization. Good listening
also enhances the impact of what the salesperson speaks to the customer, and increases the ability to negotiate with
customers.
Effective listening supports effective relationships within an organization, enhances the efficiency of the salesperson in
delivering the product, alerts the organization about the competing products in the market, and allows the company to
know and manage the diverse customer requirements.
Conflict Management Skills:
Conflicts exist in every organization. Conflict in sales organization is more evident than in any other organization. This
is due to the fact that there is always conflict of interest among people at different levels as the goals are different at each
level of the organization.
A sales manager wants his salespeople to cover the territory as thoroughly as they can, whereas the salesperson is
interested in realizing the desired sales through a few loyal customers. The vice president (sales) is interested in getting
better results from the same cost to show the board that resources are being used efficiently. Conflict is a form of relating
or interacting where the sales manager finds himself under some sort of perceived threat to his individual or collective
goals. These goals are impersonal in nature. The process of identifying the nature of the conflict and taking corrective
action so that the conflict will not emerge in a similar situation is termed as conflict management.
The perceived threats may be either real or imaginary. This process begins when one party perceives that another party
has negatively affected, or is about to negatively affect, something that the first party cares about. Conflict is a natural
and inevitable outcome in any group Conflict is not only a positive force in a group but it is absolutely necessary for a
group to perform effectively.
Conflicts can be classified as functional conflicts, dysfunctional conflict, task conflict, relationship conflicts, and process
conflict. Functional conflict supports the goals of the group and improves its performance. Dysfunctional conflict hinders
 group performance. Task conflicts are disputes over the content and goals of the work. Relationship conflict is tussle
based on interpersonal relationships.
Methods of conflict resolution:

Following are various accepted and standard methods of conflict resolution:

 Competing: Each party pursues its own interests, regardless of the impact on the other party
 Collaborating: Both parties in a conflict try to satisfy fully the concerns of both parties.
 Avoiding: One party withdraws from or suppresses the conflict.
 Accommodating: One party agrees to place the opponent's interests above its own.
 Compromising: Both the parties agree to give up something.
Eight procedures usually used to handle conflict:

1. Lumping
2. Coercion
3. Conciliation
4. Adjudication
5. Avoidance
6. Mediation
7. Arbitration
8. Negotiation

Lumping
lumping refers to the failure of one party in a conflict to pursue their complaint. The issue is simply ignored and the
relationship with the offending party continues.
Avoidance
avoidance or exit, the relationship is called off. The decision to avoid conflict is usually based on the relative
powerlessness of one party, or the social, economical, and emotional costs involved in the relationship.
Coercion
Coercion is imposition of the outcome by one party on the other. Here there is a level of threat and force involved, and
such practices are widespread in business situations.
Conciliation
Conciliation means bringing together both the parties in a conflict for the purpose of settling the dispute. The conciliator
does not have to pay an active role, although he may do so by the request of one or both the parties during the
negotiations.
Mediation
Mediation involves a third party who intervenes in a dispute to help the parties to reach at an agreement. The mediator
may be appointed by the disputing parties or by another party with adequate authority, like the government. The parties
in the dispute agree to the mediator's intervention.
Arbitration
In arbitration, both parties consent to the intervention of a third party whose judgement they must agree to accept
beforehand.
Adjudication
In adjudication, the third party has the authority to intervene to make a decision, and to enforce the decision on both the
parties irrespective of the parties' wish.
Negotiation
Negotiation refers to the mutual settlement of conflict by both the parties without intervention of any third party. Both
the parties reach at a conclusion not because it is required by law, because they wish to settle the dispute and work
together.
Negotiation Skills

Negotiation occurs when someone else has what you want, and you are prepared to bargain for it and the vice versa,
Successful negotiation is an attempt by two parties to achieve mutually acceptable solution, which does not result in a
winner and a loser. The core skills required for successful negotiation includes the ability to define and prioritize a range
of objectives, the ability to explore a wide range of options, the ability to prepare well; and interactive competence.
Negotiations are very important in selling because majority of selling is done without a list price. Even in case of
consumer products, where there is a list price available, sometimes the customer negotiate the deal. In B2B selling and
services selling, the success of selling largely depends on how good a negotiator the salesperson is. Day-to-day
managerial negotiations include
arrangement of pay, terms of payment, and working conditions, and defining job roles and areas of responsibilities in
sales organizations. Commercial negotiations include winning a supply contract, scheduling the delivery of goods and
services, agreements on quality and prices, etc.
Problem-solving Skills

Besides the negotiation skills described above, one also needs problem-solving skills for effective selling. The relational
and consultative selling approach suggests that a salesperson should not be a mere order taker: he should rather act as a
problem-solver and a consultant to the customer These roles are more significant for high-tech selling and B2B selling.
Most of the real-world sales problems have many solutions.
Problem definition is a common but difficult task because what is normally observed is the effect of the problem and not
the true problem. The true problem is so complex that it is linked to multiple sources. These are also disguised in many
forms. A true problem solver will analyze the situation and extract the real problem from an ocean of information and
facts. III-defined or poorly posed problems may lead the problem-solver to a series of impossible and improper solutions.
Pepsi.co Sales Skills

Sales through Indirect channels :

Pepsi mostly rely on indirect channels. They just give materials to the distributer handle sales activities in his region with
the somewhat support of Pepsi Co. Pepsi gives the distribution on the basis of experience and investments. Distributers
handles key accounts itself. And they learn a lot the sales persons
Sales software:
Pepsi has no software especially for sales few months ago, But now the pepsi has a software for sales. Pepsi has
developed a software called “Eagle Eye” to handle the sales. It deals all the issues, manage the orders, their delivery.
Taget setting and routes to reduce the sales expenses.
Sales Hierarchy:
Sales hierarchy usually contains the top level management to low level managers and in pepsi Co the hierarchy is same
as it is in all organization has. i.e General manager to division sales manager to the end of hierarchy the sales supervisor.

GENERAL MANAGER
 DIVISION SALES MANAGER

REGIONAL SALES
MANAGER

AREA SALES MANAGER

SALES SUPERVISOR

Pepsi CO sales skills and strategies:

Sales call has some steps, these steps are standardized by pepsi each sales persons learns them from trainings and
experience. These steps are as follows.
1. Preparation
2. Time and territory setting
3. Meet the retailor
4. Check the situation of suppliers and assets
5. Make sure the brand can be display properly
6. Order suggestion
7. Order taking
8. Follow up
9. Order delivery
10. payments
1) Preparation:
first sales person prepare for go to the market. He analyze the situation and check the documents. He also analyze the
credit situation of shopkeeper. The sales person firstly go to the desired market or territory which has been assigned to
him/her. Then he analyze the situations of Pepsi Co in that territory which the manager has assigned them, and check the
documents of sales product of pepsi. This is for the existing customer and for the new customer he need to analyze the
opportunity for his pepsi by interacting with the costumers. And also to grow it more sales person need to check the sales
of particular shopkeeper to suggest them about the business growing of sales and that is good for the sales person.
2) Time and territory setting:
sales person manages his time, select territory and see the territory plan before going to the market. Here sales person
need to be prepared to make sure the work should complete in the given time, based on this fact the sale person select the
given territory under him to manage the time and the sales by him to the pepsi company.(if it is existed territory to the
sales person)
3) Meet the retailor:
Reach to the shop and after greeting he asked about the business conditions of pepsi and the other competitors brand.
After deciding the territory he has to complete the work within the time which a sales person had allotted. Then he need
to meet the retailors with smile and greetings in his mouth and ask them the sales business about the pepsi the
 performance of the pepsi in their store. This is be done by weekly meeting to the scheduled shops or retailors. And also
sales person needed to analyze the competitors sales product like coco-cola.
4) Check the situation of suppliers and assets
After meeting the retailors, sales person checks the stock and assets the condition by personally.
He also make sure :
 Is retailor purchasing proper supplier ?
 He has the competitive brands ?
 Does the refrigerator in the proper condition ? etc.

After meeting with the retailors sales person understand the sales of the pepsi in their store and if any problem arises he
solve that their only with the knowledge of experience llike the refrigerator is working or not and is it in correct position
in the store to promote the sales.

5) Make sure the brand can be display properly

Sales person also check the product placement and in-store advertisement. If there is any problem regarding the sales
with the pepsi and store, the sales person analyze the situation and solve the problems there only like sales person need
to take care the brand be displayed properly in the store. Displaying the products in the correct place makes the sales
hike in the performance and improve the sales quantity of the pepsi compare to the competitors.

6) Order suggestion
After looking stock conditions on order takes suggests him for orders. Sales person need to look after the sales of pepsi
company and sales person needed to suggest the retailors or store manager to buy more product that will boost the sales
of their company and it will make profit to the retailors it also apply to the new customer in the market and new product
of the pepsi also.
7) Order taking
After negotiation sales person take the order.
When sales person do the all required enquiry for the pepsi company. Sales peson need to take the order of the pepsi
company and also he need to sell more product that means sales order should be raised by the given target. Every month
the sales persons are given the target to be completed, so they need to sell more products and take the order from
customers like retailors and store managers and needed to tell them to make more order of pepsi.
8) Follow up
Again sales person greet with retailor and go to the next shop. The sales person should not be at rest at any time in his
career, so the sales person need to be follow-up his customer to maintain the good relationship with the customers and
the sales person of pepsi maintain the good relations with the customer that the retailors suggest the product of pepsi and
give the sales person new customer in that territory or in other territory.
9) Order delivery
Within few days order should be delivered as per the demand. After taking the orders from the customers like retailors
and stores of their territory the sales person need to supply the pepsi product to the customers before the time allotted foe
the delivery. This makes building the good relations with the customers and they trust the sales person and don’t hesitate
to give them the new orders.
10) Payment
Payment will be made according to the situation. sometime in the form of immediate cash and some it receive in
installment. Most of the retailors make the payment in the form of cheques only rather than the other forms of payments