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John B M Muya
Topic outline • Duties of a sales representative • Sales person’s job • Different Sales Jobs • Examples of Sales jobs
- Retail Selling - Missionary Selling, - Direct Selling, - Selling Industrial Goods • Qualifications for success in selling • Choosing a career in sales.
Sales representatives are persons who plan, organize and execute activities that increase sales and profits in their Areas of operation;
Providing solutions to customer problems
Identifying customer needs and problems Matching the product and services to the need or problem
Providing service to customers.
Handling customer complaints. Returning, replacing damaged merchandise. Providing samples. Suggesting business opportunities. Recommending product promotion strategies. Helping demos at customer premises “PULL.” Training customer staff.
Selling to current and new customers
Prospecting for new customers for growth. Retaining, maintaining & growing current customers.
Helping customers to resell to their consumers Uplifting from wholesale and reselling. Developing promotional programs for customers. Supplying promotional or advertising materials. Setting up product displays. Helping customers use products after purchase; Show customers how to derive full benefit from
product. Install computers/printers and demonstrate. Train on best care system/programs
Exercising high ethical standards.Duties …… Building goodwill with customers Establishing friendship and trust with DMUs. 5 . integrity and sincere interest in the customer. Helping customers identify their need (partnering).
Duties …… Gathering market information. Customer reactions New products Complaints on products Service Policies Market opportunities 6 . Competitor activities.
the firm’s market characteristics and the location of customers The salesperson function's include. handling complaints. suggesting business opportunities and developing recommendations on how the customer can promote products purchased from the salesperson 7 . organizing. planning. depending on whether sales involve goods or services.Salesperson’s Role The salesperson’s roles actually vary from company to company.g. returning damaged merchandise. and executing activities that increase sales in a given area of operation Provides Service to Customers e. providing samples.
Types of Sales Jobs Retail Representative Manufacturers Representative Wholesalers Representatives Retail Sales Representative Accounts Representative Sales Engineers Industrial Sales Representative Service Sales Representative 8 .
trial.g. closes and after sales service. The Salesperson sells directly to consumers from a store environment Gas stations. e.Sales Jobs… RETAIL SELLING ◊ Retailing includes all the activities involved in selling goods or services directly to the final consumers for personal. presentation. wholesaler or retailer-is doing retailing. non business use ◊ A retailer or retail store is any business enterprise whose sales volumes come primarily from retailing ◊ Any organization selling to final consumers-whether a manufacturer. 9 . including prospecting. beauty and Cosmetic shops practice all stages of a selling.
Missionary Selling • Influences the decision maker rather than the final user the deal selling • Informs the salesperson to follow-up and close • Uses relationship building as a basis for effective 10 .
This is an independent intermediary between the manufacturer and a retail seller. While not directly employed by the retailer. These entrepreneurs often act for more than one company or manufacturer. He is paid on commission basis.WHOLES SLING /RESELLING The Salesperson obtains products from manufacturers and sells to retailers. 11 . the wholesaling intermediary conducts personal selling in their outlets in terms of displays and providing expert advice to the retail seller.
the purchasing managers/buyers. secretaries and even the security guards • Technical knowledge and skills are critical in sustaining 12 the business . • The critical personnel may include. engineers.• This entails direct COMMERCIAL & INDUSTRIAL SELLING The Salesperson transfers raw materials and equipment. relationships with the influencers. which the buyer uses to produce his / her own goods or services. finance managers. decision makers and actual users of the products. CEOs.
toys. jewelry. clothing. often in consumers’ homes. e. household suppliers and health related items. tire DIRECT SELLING The Salesperson • purchases products from a manufacturer • or wholesaler and sells to consumers.• Sells to the end user. Sales Reps recruit other reps that are paid on commission. which may eventually become unethical. manufacturers selling tire products to original equipment vehicle assemblers Airline reservations staff selling tickets to the passengers Technical support and employee/client relationships are critical in customer retention Products typically sold in this way include cosmetics. 13 . Sometimes this leads to PYRAMIDS.g.
real estate. .Customers can neither see nor touch these products and services. banking. knowledgeable in order to give his home and business customers the assistance and security and cleaning. confidence they need to make comfortable buying decisions. Service sellers have to sell 14 themselves. SERVICE SELLING It becomes critically essential that the This is the selling of sales professional is very well intangibles such as trained and insurance. travel.
direct sales to homes and telemarketing selling. 15 .Sales Representative • Retail Sales Representative – Sells goods to consumers for personal use. – Including in-store.
The markets to which they sell Methods of operation 16 . They differ in: The products they sell.Rep…. Wholesalers Representative Sells for: RESALE Firms engaged in wholesaling are called WHOLESALE MIDDLEMEN.
t. services for market offering.c Specialized sellers of highly technical products. milk. or Directly to consumers 17 . fuel e. They may sell to: Wholesalers Retailers. They range from: Delivery clerks for beer.Rep… Manufacturer’s Representatives Sell for organizations that produce the products. bread.
18 .Salesmanship “You don’t have to be born a salesman!” Many started their careers in a technical role. transitioned into marketing and sales. and over a period of time. None of them were born with a “salesman” sticker on their foreheads.
Knowledge about the selling techniques. Knowledge about the products.Qualities of a salesperson • • • • • • • • Personal qualities Personality Mental qualities Social qualities Character qualities. Knowledge about the customers. 19 .
confidence. A hard 20 . in order to improve personality traits such as kindness. • The sales person might have some negative qualities such as fear. good health. These qualities should be neglected from the sales person as habits once formed are always difficult to change. and cheerfulness. honesty. cowardice etc. loyalty. One may not have all essential qualities of a sales person but he has to developed. gloominess.Personality • Personality can be improved by developing the qualities in the positive traits. courage.
posture. alertness. ready to find out ways and means of serving the customers. initiative. and appearance. Mental Traits Mental traits include accuracy.Personality Physical traits This includes health. 21 . and selfconfidence etc. observation. Without good health the sales person would not have the endurance to sell the products or achieve his targets. breadth. The salesman should be alert. imagination. speech. Alertness is a part in which the sales person should inspire confidence of the customers.
enthusiasm. industry and persistence. It includes honesty and reliability. • Character traits There are some important attributes in a person’s character. the most important quality of a salesperson to meet the public and speak about the product he wants to sell them.Personality… • Social traits Social traits includes. ability to meet the public. No one can expect to be successful unless he follows some modal characteristics. 22 .
Qualifications ……. • A good College degree or diploma may be essential is selling Love of one’s job Willingness or propensity for hard work A strong work ethic Ruthlessness about time keeping Optimistic outlook Strong self confidence and well groomed The do it now mentality Knowledgeable about his/her company/products. competitors products and strategies. Physically and mentally alert • • • • • • • • • 23 . industry performance.
Has a wealth of objective facts. Selling takes practice like golf or tennis. -closing a sale. human & technical skills necessary. ART . Learning of conceptual. SCIENCE . Practice alone no longer enough.Skills Selling is both an art and a science. 24 . -handling objections.g.Many skills cannot be learnt from textbooks.A growing body of knowledge. A book helps but it is not enough e. -buyer’s non-verbal communication.
presentation ◘ Order-gotten must perceive the significant elements in a situation (assess).Skills Conceptual Skills The cognitive ability to see the selling process as a whole and the relationship among its paths. ◘ Allows the seller to think strategically. ◘ Allows the seller to understand the product. ◘ Involves thinking and planning abilities. ◘ Involves knowing the relationship between the beginning of a sales presentation and asking for the order. ◘ Involves matching products or services to needs. 25 . buyer and buyer organization.
◘ How the sellers like and are liked by others. arrogant. ◘ How the buyer relates to their customers.Skills ……. pushy. ◘ Those without are abrupt. un-empathetic & unresponsive. critical. Human Skills This is the ability to work with and through other people. Technical Skills This is the understanding of and proficiency in 26 the performance .
Matching Exercise Skill Conceptual Human Technical Planning Organization Time utilization Persuasive Decisiveness Presentation Good communication Listening Questioning Self-motivation Personal development Learning ability Flexibility 27 .
Matching ………. Skill Conceptual Human Technical Team co-operation Resilience Stress tolerance Integrity Honesty Initiative Innovativeness Problem solving Risk taking Leadership Good judgment Tenacity Sensitivity 28 ..
Prioritizing one’s activities planning needed resources and attending to necessary preparation. determining priorities to get things done speedily. Time utilization: Using time effectively and correctly. 29 . activity. Sales ability/persuasiveness: Utilizing appropriate interpersonal styles and methods of communications to gain agreement or acceptance of a product. or idea from customers. plan.Some Useful Terminologies Planning and Organization: Establishing a course of Action for self and/or others to accomplish a specific goal.
ethical and organizational standards.Useful Terminologies Presentation: The ability to conduct a sales presentation without any ambiguity well organized and readily understood manner leading to a logical close. Listening/questioning: Being attentive to others in order to understand precisely what they are saying and to ask appropriate questions to check for understanding and gather additional information. Self-motivation: To enthusiastically maintain a high well directed work level gaining personal satisfaction from your own efforts. Integrity: Maintaining social. 30 .
Resilience: Handling disappointment. Flexibility: Modifying behavior to reach a goal.Useful Terminologies Impact: Creating a favorable and professional impression that commands attention and respect. 31 . Learning ability: Assimilating and applying new job related information in a timely manner. rejection and work pressure while maintaining effectiveness.
Organizer. Planner. Decisive. Self-motivated with Initiative and Innovative. Persistent. Listener and Questioner.Characteristics of a good salesperson You must be. Fast leaner. etc Pleasant. Sensitive. Clean.” 32 . Helpful. A risk taker and Problem solver. Resilient and Stress tolerant. Honest. Adaptive and Flexible. Reliable. Informed. Consistent. “People buy people. Patient. Confident. Empathetic. Well-mannered. Smart. Remember. Presentable. Persuasive. Knowledgeable. A person of Integrity. Good Communication. Considerate. Good-time utilizer.
Empathy & Ego Drive A good salesperson is a composite of a large amount of empathy and ego drive. EMPATHY ed EGO eD LOW Ed ED DRIVE HIGH LOW HIGH 33 .
Personal Development Chart 34 .
Sales Jobs & Channels of Distribution It is essential to understand the channels used by your company to move its products to the final consumer. Vital information needed on them include. Resellers or middlemen stock thousands of products from hundreds of sales people from multitude of companies. i. Likes & dislikes of each channel member customers. 35 . Product line and assortments of each stock/list. ii.
.Channels . • Distribution refers to the channel structure used to transfer products from an organization to its customers • It’s important to have the product available to customers in a convenient and accessible location when they want it • Consumer goods manufactures. by and large. sell their products through the wholesalers who then resell to the retailers before the goods reach the final consumers • The salesperson involved in this type 36 .
• The salesperson must respond expeditiously to queries/complaints from the channel members to ensure robust service provision • The industrial goods manufacturers may sell directly to the final consumer or use distributors to reach the end users • The industrial salesperson is expected to have technical training/skills to provide solutions to the channel members as well as the final users 37 • Service sales team do provide solutions .Channels….
a.Channels……. Why should they stock your 3 Sizes? c. 38 . b. Do they need to drop an existing one for yours? d. Challenges & co-operation Wholesalers may refuse to by until retailers demand the product. o Wholesalers may start OWN brands if a manufacturer fails to co-operate. What alternative actions are open in the case of conflicts? o Manufacturers may sell direct to retailer if wholesalers do not co-operate. NB These solutions are costly to both parties in terms of loss of sales or input costs. Supermarkets may already have listed a lot of products similar to yours and wonder why they should list.
Determining owns day No supervision by a boss Planning calls Planning time use No roll call 39 . The freedom of being on your own: Freedom with responsibility.Why Choose A Sales Career Five major reasons: The wide variety of sales jobs available.
Career Cont. From trainee to full fledged sales persons.. The challenge of selling Changing people’s lifestyles Relationship with the DMU Making a positive contribution to your company Convincing buyers Volume and value of sales The opportunities for advancement. Key A/C Salesperson Regional Sales Manager National Sales Manager District Sales Manager Divisional Sales Manager 40 .
Psychological income. Good salary Flashy car.Rewards in a Sales Career The many rewards for a sales career. Training opportunities Entertainment and other allowances Numerous fringe benefits ( school fees) Overseas Leave for some Travel& health Insurance covers Opportunities to meet exciting people Sales training opportunities 41 .
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