Professional Documents
Culture Documents
April 2007
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Sales Perspective
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Selling
Make a sale
In most companies sales personnel are the single most important link w/ the cust.
Front-line role
Increasing emphasis on professionalism
Required to adapt and change
Type of selling/ Selling function:
Order-takers (already committed cust.) : Inside OTs (transactional), Delivery Sp., Outside OTs
Order creators: Missionary Sp. (do not close the sale, medical/architect rep.)
Order-getters (persuade Cust. to make a direct purchase) :
Front-line Sp.: New B. Sp. (win new prospect), Organizational Sp. (maintain close long-term
relationships), Consumer Sp. (more one-off)
Sales support Sp.: Technical support Sp. (to front-line Sp.), Merchandizers (retail & wholesale)
Salespeople key quality
Empathy & an interest in people: identifying needs & understanding customer feelings
Ability to communicate
Determination
Self-discipline and resilience
B2B – B2C
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Sales Management
Exercise
Planning: sales forecasting, budgeting
Organizing
Controlling
Adapt and change
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Implementing the MK concept
Segmentation and Targeting
Clearer identification of mkt opportunities
Designing products more finely tuned to the needs
Focusing MK and SALES efforts on those segments w/ the greatest potential
Segmentation bases:
Consumer products and mkts:
age, sex, income, social class, geographical location type of residence using ACORN (A
Classification of Residential Neighborhoods), personality, benefits sought. usage rate, e.g.
heavy users versus light users
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Marketing Programme/ Mix
Product:
Features, packaging, quality, range
PLC IGSMD
Diffusion of Innovation Theory
Innovators 2.5% Early adopters 13-14% Early majority 34% Late M. 34% Laggards 16%
Diffusion mediated by...
Risk, Relative advantage, Ease of Trial/ Divisibility, Communicability, Compatibility, Relative
simplicity
Selling objectives
Sales volume, Market share, Profitability, Service levels, SF costs
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Marketing Plan Contents
Sales Planning process:
Setting objectives, Determining operations necessary to meet objectives, Organizing for action,
Implementing, Measuring results against standards, Revaluating and controlling
Advertising-Selling relationship
Reputation, awareness, new products, leads
Consumer goods, branding/ brand image crucial, Advertising most effective promotional tool
Brand or supplier loyalty: conscious decision – superiority perception
Learning theory: tendency to repeat experiences that give us pleasure and to avoid those that do not
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Consumers
Who buys? Buying centre: Choice criteria?
Initiator Economic: perf., reliability, price
Influencer Social
Decider Personal
Buyer
User
How to buy?
Need id./ Pb. Awareness
Info gathering
Evaluation of alternative
Evaluative criteria
Beliefs (imply knowledge)
Attitudes (imply liking or disliking)
Intentions
Selection
Post-purchase evaluation (cognitive dissonance)
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Factors Affecting Consumers
Buying situation
Extensive pb.-solving New purchase High involvement
Limited pb.-solving Modified rebuy Limited involvement
Automatic response Straight rebuy Low involvement
Personal influences
Personality: Dominant, Submissive, Warm, Hostile
D-H, SH, S-W, D-W Modify selling accordingly
Motivation Needs to satisfy
Perception Selective exposure/ perception/ retention
Learning Changes as result of experiences
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Factors Affecting Org. Buyers
Factors Affecting Org. Buyers
Buy class
Straight rebuy
Modified rebuy
New purchase
Product type
Importance of purchase
Relationship Management
Interaction
Strategic Partners
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Sales Technique
Responsibility of a salesperson
Primary to conclude a sales successfully
Secondary:
Prospecting
Records, feedback
Self-management
Handling complaints
Providing service
Implementing Sales & MK strategies: eg. Diversion
Preparation
Sales negotiations vs. Pure selling Sales negotiations
Relate product features to consumer benefits Balance of power
Competitors products/benefits knowledge # options available to ea. party
Sales presentation planning Knowledge is power
Sales objectives: w. the Sp. Wants the Cust. to do Need recognition & satisfaction
Understanding buyer behavior Pressures
Negotiation objectives: BATNA, ‘WOULD LIKE’, ‘MUST HAVE’
Concession analysis (valued by the cust.)
Proposal analysis (objection anticipation)
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Personal Selling Skills
Personal selling process
1. Opening Cardinal sin: ‘Can I help you?’ ‘No thank you. I’m just looking’
2. Need & Pb. Recognition question-and-listen - open/closed question
3. Presentation & Demonstration
4. Objections
5. Negotiation
6. Closing
7. Follow-up call
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Personal Selling Skills
Objections
Preparation
Techniques:
1. Listen and do not interrupt
2. Agree and counter
3. Straight denial
4. Question the objection
5. Forestall the objection
6. Trial close
7. Hidden objections – Is there anything …so far which you are unsure about? …on your mind? –
– What would it take to convince you? –
Negotiation
Start high but Be realistic
Concession for concession: ‘if…then’
Buyer’s negotiation techniques
Shotgun approach: unless you agree to cut…, we’ll look elsewhere
Sell cheap, the future looks bright
Noah’s ark: do better, competition is much lower
Closing
At highest interest, buying signals, trial close
1. Simply ask for the order
2. Summarize and ask
3. Concession close
4. Alternative close: red or blue, Tue. or Fri.
5. Objection close: if I can convince you…, will you buy it?
6. Action agreement: never display emotions – leave as quickly as possible 16
KAM
Advantages WHO
Close relationships Best person
Improved communication and coordination Support from top management
Better f/up sales/service Relationship-building skills
In-depth DMU penetration
Higher sales KA relational development model
Advancement opportunities for career Sp. Per-KAM prospecting
Lower costs thru joint agreement prod/delivery/forecast Early-KAM build trust/performance/communication
Cooperation on R&D Mid-KAM
Risks Partnership-KAM share sensitive information
Dependence, vulnerability of few customers Synergistic-KAM transparent costing systems
Pressure on Profit Uncoupling KAM anytime, transactions/interactions cease
Ever-increasing demand
Neglect smaller accounts GAM
At odds w/ career aspiration
When Relationship building
Small # of cust. = high proportion of sales Personal trust
Differentiation potential Technical support
Complex buying behavior Resource support
Multifunction contacts Service levels
Cost savings Risk reduction
Danger of different Sp.
Tailoring products and services KA information system
Centralized cust.
Competition doing KAM
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KAM
KA planning system
Account audit
SWOT: Suppliers, Competitors, External
changes
Account plan
Objectives in terms of cust. responses
Strategies
Control progress/achievement/corrective actions
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Relationship Selling
From market-driven TQM to Customer care
Reverse MK
SCI: Looking at the Supply chain as a whole to find new opportunities to improve overall effectiveness
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Relationship Selling
Tactics of relationship selling
Customers' needs focus
Trustworthy relationships
Internal MK concept
Determination, self-motivation, tenacity - overtaken by – acceptability, attention to detail, get along
w/ people
Sales visits longer
Less calls
Permanently at the cust.
Information gathering
MkIS: Market Intelligence + Market Research + Cny internal accounting syst. => Strategic MK plans
Reducing selling costs
More sales per cust.
Superior business forecasting
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Direct Marketing
DM attempts to acquire and retain cust. by contacting them w/o the use of an intermediary.
Objectives:
Purchase
Literature/catalogue request
Visit a location
Participation
Demonstration
Salesperson’s visit
Rise in DM fuelled by: Market fragmentation, Computer technology, List explosion, Sophisticated
Analytical techniques, Coordinated MK systems (integrated mk communications).
Database MK is defined as an interactive approach which uses individually addressable mk
media and channels (such as mail, phone, and the salesforce) to
Provide information to a target audience
Stimulate demand
Stay close to customers by keeping records
Actual & potential cust./ Transactional/ Promo/ Product/ Geodemographic (ACORN) info
Applications:
Direct Mail, Telemarketing, Loyalty mk, Campaign planning, Target mk, Distributor mgt syst., Mk evaluation
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Managing a DM Campaign
MK plan
Creative decisions
communication, target market analysis, brand benefits/weaknesses, offer dvpt , message communication, action plan
Media decisions
Direct mail: consumer lists, consumer lifestyle lists, directory, house list
who, what , why, where, when
Telemarketing: inbound, outbound
Direct response marketing: DRTV = teleshopping – 25mn product demo = infomercial
Catalogue marketing:
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Internet and IT applications
IT revolution: impact on salesforce productivity
Remote access email Word processing/ Spreadsheet
Time mgt software Database files Mobile phones
Desktop publishing Presentation software PPT Diary packages
CRM Internet Telemarketing software
SF software
MyYahoo or else: attract and hold users – B2C, B2B – improved efficiency, enhanced buyer-seller R and processes
E-COMMERCE: Internet keys: email and ecommerce
Publish/ Interact/ Transact/ Integrate (B2B extranet: e-network linking cnies to their trading partners)
EDI (e-data interchange) used for invoices
Barriers: locating websites, design, reluctance of new medium, security fears
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CRM & IT applications
Cust.-Cny contact points:
Competitors SF, email, websites, phone, distributors, fax
QCi customer management model
Cust. Experience measurement
CRM software: sharing information
CM activities Software: Territory mgt, journey planning, recruitment and
Targeting selecting, sales training (CBT), sales forecasting, determining
Win-back
Enquiry mgt
salesforce size, salesperson evaluation.
Analyzing
and
The Pb. Mgt Measuring Retail and MK
proposition the effect
SCM is the concept of product provision from suppliers’
planning Welcoming
Cust. Dvpt
production lines to retailers’ tills. The right products, in
Getting to know
cust. the right quantities, at the right times.
EPOS and EFPTOS, Cust. Loyalty cards
mfrs do buy EPOS data from their cust.
Processes
Space mgt systems
DPP systems (Direct Product Productivity) low
essential generates in-store cust. Flow – modify its
People and organizations
Behavioral forces
Rising cust. Expectations and being concerned w/ fulfilling of higher-order needs
More professionally minded org. buyers
Cust. avoidance of buyer-seller negotiation
Expanding power of major buyers
Globalization / Fragmentation
Technological forces
Sales force automation: laptop, EDI, videoconferencing, extranet
Virtual sales offices
Credit cards as charging platforms, used for databases
Electronic sales channels: internet, TV home shopping
Managerial forces to respond to the environmental changes, strategies and tactics to enhance sales effectiveness
Direct marketing: direct mail, telemarketing
Blending of sales and mk: intranet
Qualification of Sp. and sales managers
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Sales Settings
A sales channel is the route that goods take through the selling process from supplier to customer.
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Sales settings
Services
Intangible, inseparable, variable (non-standard), perishable (inability to stock), no ownership
7Ps= 4Ps + People + Process + Physical evidence
Trust is essential
Sales promotion
Objectives: encourage repeat purchase, build loyalty, encourage visit,
build up retail stock level, widen/ increase distribution
Price reductions, vouchers or coupons, gifts, contests/ competitions, lotteries, cash bonuses
Techniques: consumer promo (pull), trade promo (push), salesforce/ personnel promo (2-6 months)
Promotion integrated in the marketing communications
Premium offers: Self-liquidating premiums, On-package gifts, Continuities, Coupons plans, Free samples
Exhibitions
Activities promoting the organization: trade show, events (concerts, races…), conferences
Objectives: define the market (segments) / potential purchase value / status of contact to aim at /
potential customers / new product / communication level
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Sales settings
PR
Public: community, employees, government, financial community, distributors, consumers, opinion leaders
Definition: PR consists of all forms of planned communication, outwards, and inwards, between an
organization and its publics for the purpose of achieving specific objectives concerning mutual
understanding
Objectives: create a better environment for the organization and its activities
Attract sales inquiries Minimize competitor advantage while catching up
Reinforce cust. Loyalty Open a new market
Attract investors/ merger partner/ smooth acquisition Launch a new product
Attract employees Reward key people with recognition
Dissolve or block union problems Bring about favorable legislation
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International / overseas
selling
Balance of payment, the ≠ between export earnings and import expenditure
Trade surplus/ deficit, Invisibles= Services – Capital account, surplus, net capital inflow
EU: removing taxation differentials, frontier controls and other forms of restriction open market
Advantage in terms of selling: 1. How to reach the customers, 2. How can you sell into this market, 3.
What sales literature is necessary, 4. How should you advertise, 5. How will you provide after-sale service.
Each country will adopt a particular expertise
Culture is the distinctive way of life of a people that is not biologically transmitted, evolving and changing over
time.
Reward and punishment principle.
Abstract (values, attitudes, ideas and religion)
Material (level & type of technology, consumption patterns)
Achieve the balance ‘Think global, Act local’
Develop cultural skills: convey respect, cope w/ ambiguity and frustrations, show empathy, avoid judging
others, control self-reference use, humor to prevent frustration
Aesthetics, Religion, Education, Language, Social organization, Political Factors, Attitudes and values,
cultural change. 29
Overseas selling
Organization Pricing
1. Multinational marketing 1. Freight
2. International marketing 2. Import (tariffs, quota)
3. Exporting 3. Purchasing alliances (reciprocal trading)
4. Direct, Indirect 4. Transfer pricing
Intermediary Japan
1. Agent
2. Distributors
3. Licensing
4. Export houses (home-based)
Direct
1. Subsidiary
2. Joint-venture
3. Direct selling
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Law and ethical issues
Contract: legally binding
An invitation to treat (negotiate) is not an offer, it is an invitation to shoppers to make an offer to buy
Terms and conditions: state the circumstances under which the buyer is prepared to purchase and the
seller is prepared to sell; define the limit of responsibility for both buyer and seller.
Terms of Trade: overseas – Define the aspects of delivery and costs per Incoterms
Bill of lading: is a receipt for the goods shipped, a transferable document of title to the goods allowing
the holder to claim his or her goods, and evidence of the terms of the contract of shipping.
Ex-words – FOB – FOR (Rail) – FOW (Wagon) – FAS – CIF – C&F – Free delivered (import license)
International sales
Expatriates, Host-country nationals, Third-country nationals
Job description
Title, duties and responsibilities, direct supervisor, technical understanding degree, area, degree of control
Personnel specification
Physical requirement – Attainment – Aptitudes and qualities – Disposition – Interests – Personal
circumstances
Sources
Own staff – Agency – Schools – Competition – Other industries – Unemployed
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Effective SF Selection 2
Communication
Achieve impact: ad size, content, headline, major job attraction
Application Form
Personal – Education – Employment history – Other interest
Purpose: shortlisting, interview, post-interview
Interview
Type: Screening – Selection
Objectives: form a clear and valid impression of the strengths and weaknesses
of the candidates
Setting: relaxed, informal, low table
Conduct: Establish rapport, reduce anxiety, themselves, experiences, attitudes, behavior, expectation
Interview techniques: Playback - Rewards: ‘uh, uh’ ‘mmm, yes, I see’ eye/head behavior –
Silence – Probes – Summarizing – Neutral questions – Selling the job/ control the interview
Psychology tests
Multiple personal inventory test: based on the forced choice technique
Different test might be required for different situations
Role playing
Short-term relationship sales, one-off sales
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Motivation
Relationship between needs, drives and goals: ‘The basic process involves needs (deprivations) which set drives in
motion (deprivation w/ direction) to accomplish goals (anything which alleviates a need and reduces a drive)’.
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Motivation in practice
Importance of SM relationship
Motivating factors
Self-satisfaction of doing a good job, Achievement targets, Acknowledgement of effort,
Satisfy Cust. Needs
Financial incentives: Commission/ Bonus (fair, attainable)
Setting sales targets and quotas
Meeting between SM and Sp.
Regularly, to better understand the motivators/ demotivators, understand their values
and expectations
Discuss more: 1. Analyse job problems and try to find solutions together, 2.
Sales targets
Positive/ Negative stroking
Merit-based promotion (dual route)
Sales contest (consumer SFs)
Leadership is the process of influencing the behavior of people towards the
accomplishment of objectives.
1. Coercive (-) 2. Authoritative 3. Affiliate 4. Democratic 5. Pacesetting (-) 6. Coaching
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Training
Skills development Methods
Unconsciously unable Lectures
Consciously unable Films
Consciously able Role Playing
Unconsciously able Case studies
In-the-field training
Training program components
Cny objectives, policies and Evaluation of training
organization
Products
Competitors
Training SMs
Selling procedures and techniques (M5)
Sp. requires self-mgt, selling,
negociation skills
Work organization and reporting
SM requires managerial,
administrative, leadership skills
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Organizing a Salesforce
Structure
Geographical full range
Product specialization overlap
Customer-oriented
1. Market-centered industry type
2. Account size KAM, 3 tier-systems (KA, Sp., telemarketing team), team selling
3. New or Existing account prospecting vs. current cust.
4. Functional specialization development vs. maintenance
Mixed organization
SF organization considerations:
Geographical size
Potential
Cust. expectations
Product line width
Current selling practices
Language
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Number of Salespeople
Workload method
# of Sp. = # of Cust. X Call frequency .
Average weekly call rate X # of working weeks per year
Designing territories calls for a blend of sound analysis and plain common sense
Sales potential
Territory Revision
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Compensation
Objectives
1. Motivate by linking achievement to monetary reward
2. Attract and hold successful Sp. by providing a good standard of living,
rewarding outstanding performance, providing regularity in income
3. Selling costs fluctuation in line with sales revenue
4. Direct sales to specific company sales objectives
Type of Sp.
1. Creatures of habit
2. Satisfiers
3. Trade-offers
4. Goal-oriented
5. Money-oriented
Compensation plans
Fixed salary
Commission only
Salary + commission
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SF Forecasting
Planning: allocate company resources so as to achieve sales forecasts/ anticipated sales
Market forecasting
Forecast: Short-Medium-Long term
Levels: international, national, industry, company, product
seasonally, geographically, salesperson
Qualitative
1. Consumer/ User Survey method (market research method)
2. Panels of Executive Opinions (jury method, top-down method) then cny determines its share of ind. forecast)
3. Salesforce Composite (grass-roots approach, bottom-up) ea. Sp. Aggregated – Detecting ≠ in figures Sp+SMgr reconcile)
4. Delphi Method members do not meet
5. Bayesian Decision Theory subj. & obj. techniques
6. Product Testing and Test Marketing
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Quantitative forecasting techniques
Quantitative
Time series techniques: time is the only variable too much on past events
Causal techniques: independent variable – forecasted dependent variable relationship
Causal Techniques
Leading indicators (correlation analysis) Define & establish linear regression relationship between some
measurable phenomenon and whatever is to be forecasted
Simulation iteration, trial and error
Diffusion models new products, diffusion of innovation theory
Computer software dates very quickly
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Budgeting
Sales department budget is the b. for running the mk function for the b. period ahead
Selling expense b.
Advertising b. (above/under-the-line promotion)
1. Last year’s sales %
2. Competitor parity
3. Left over
4. Objective and task
5. ROI
6. Incremental
Administrative b.
Sales budget total revenue, statement of projected sales, other b. represent expenditures
Budget allocation
individual Sp. sales quota/ target, in order to achieve the forecasted sales
consumer products: disposable incomes and number of people in the target
industry: number and size of potential customers, workload
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SF Evaluation
SF evaluation process
Set SF objectives
Financial (sales revenues, profit & expenses)
Market oriented (market share)
Customer-based (cust. satisfaction, service levels)
Determine sales strategy
Set SF objectives: cny, territories, products, Sp., accounts
Measure results and compare with standard
Action taken to improve performance
Purpose of evaluation
Attainment and setting of objectives
Motivation
Training
Compensation
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SF Evaluation
Setting standards of performance
Gathering information Sp., SMgt field visits, Cust. research, cny records
Quantitative measures of performance
Input measures: # calls, calls/ potential accounts, calls / active account, # quotes, # calls on prospects
Output measures: Sales revenue, profits, % gross profit margin, sales/ potential / per active account,
sales revenue as a % of sales potential, # orders, sales to new cust., # new cust.
Hybrid ratios: Strike rate (# orders ÷ # quotes), Sales revenue/ call ratio, Profit / call ratio,
Ā order value (sales revenue ÷ # orders), Ā profit contribution / order (profits ÷ # orders)
Expense analysis: ex/ sales revenue, ex/ profit, ex/ call, ex/ per square mile of territory
Compensation analysis: total salary/ sales revenue, total salary/ profits
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SF Evaluation
Winning or Losing Major Orders
Are we going to win or lose this order?
SMgr asks: who, when, where, why, how
Appraisal interviewing
Identify a Sp. strengths and weaknesses
Give praise
Sp. to write down 5-10 expectations to achieve during the next year
Quaterly meeting to review expectation (met or shifted), give or withdraw recognition
and acceptance
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