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Scope and Importance of Personal Selling Nature of Personal Selling Types of Sales People Elements of the Personal Selling Process Prospecting and Evaluating Preapproach Approaching the Customer Making the Presentation Closing the Sale Following Up Management of the Salesforce Establishing Salesforce Objectives Organizing the Salesforce Recruiting and Selecting the Salesforce Training the Salesforce Compensating Sales People Motivating Sales People Please Email alex@udel.edu any comments Return to Syllabus Return to Homepage
The greatest freedom to adjust a message to satisfy customers informational needs, dynamic. Most precision, enabling marketers to focus on most promising leads. vs. advertising, publicity and sales promotion Give more information Two way flow of information, interactivity.
Discover the strengths and weaknesses of new products and pass this information on to the marketing department. Highest cost. Businesses spend more on personal selling than on any other form of promotional mix. Goals range from o finding prospects o convincing prospects to buy o keeping customers satisfied--help them pass the word along.
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Inside Order Takers receive orders by mail/phone, sales person in a retail store. Field Order Takers travel to customers. Use laptop computers to improve tracking of inventory and orders etc.
Order Getters
Sell to new customers and increase sales to present customers, sometimes called creative selling. Generate customer leads, provide information, persuading customers and closing sales. Required for high priced, complex and/or new products. High pressure, requires expensive, time consuming training.
Support Personnel
Facilitate the selling function. Primarily business to business products.
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Missionary Salespeople Distribute information regarding new goods or services, describes attributes and leaves materials, does not close sales. Assist producers' customers in selling to their own customers. IE call on retailers and persuade them to carry the product. Pharmaceuticals may go to doctors offices and persuade them to carry their products. Trade Salespeople May perform order taking function as well. Spend much time helping customers, especially retail stores, to promote the product. Restock the shelves, set up displays. Technical Salespersons Offer technical assistance to current customers. Usually trained engineers etc. Service Salespeople interacts with customers after sale is complete.
Team selling...entire team of selling professionals in selling to and servicing major customers, especially when specialized knowledge is needed to satisfy different interests in customers' buying centers. Return to Contents
Preapproach (Preparing)
Review key decision makers esp. for business to business, but also family
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Stimulus Response Format: Appropriate stimulus will initiate a buy decision, use one appeal after another hoping to hit the right
button...Counter Clerk @ McDonald's "Would you like fries with your burger?" Formula Selling Format: (Canned Sales Presentation) memorized, repetitive, given to all customers interested in a specific product. Good for inexperienced sales people. Better with heavily advertised items that are presold. Telemarketing a credit card!! Need Satisfaction Format: Based on the principal that each customer has a different set of needs/desires., therefore the sales presentation should be adapted to the individual customer's needs, this is a key advantage of personal selling vs. advertising. Sales person asks questions first, then makes the presentation accordingly. Need to do homework, listen well and allow customers to talk etc. Must answer two types of questions: for more information overcome objections.
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. Price objection is the most common Need to provide customers with reasons for the $s, build up the value before price is mentioned Must be convinced of price in own mind before you can sell to customer. Get budget info. on buyer before you try to sell, and must know what they want, must sell service on top of product augmented product--to create value!! Must know value of product, provide warranties etc.!! Return to Contents
Closing
Ask prospect to buy product/products. Use trial closes, IE ask about financial terms, preferred method of delivery. 20% sales people generally close 80% sales., Avon, over 1/2 US $1.4 bn business from 17% of 415,000 SRs. Need to be prepared to close at any time. The following are popular closing techniques:
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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!! Return to Contents
Following Up
Must follow up sale, determine if the order was delivered on time, installation OK etc. Also helps determine the prospects future needs. Accomplishes four objectives:
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customer gain short term satisfaction referrals are stimulated in the long run, repurchase prevent cognitive dissonance
Old school, sell and leave!!--Quickly before customer changes her mind!! Now:
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Stay a few minutes after sale--reinforce, make them feel good, made wise choice, leave small gift (with co. name on it!!), call office at any time etc!! Follow up, reinforce, know birthdays, new year etc, friendly correspondence...relationship building!!
call inquiring on car's immediate performance hand written greeting cards written invitations for low cost oil changes
Prospecting includes:
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Driving schools for people to obtain licenses = prospects Also referrals from existing customers is very important Curtesy calls to clients who referred new customers.
Timing of presentation:
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To housewife in the middle of the day Just before 3 year "Shaken", following 2 years
"At first I had no intention of buying a new car, but Mr. Saito is very good at proposing reasons why I should change" = $1,600 shaken. Return to Contents
Management of Salesforce
Sales force is directly responsible for generating sales revenue. Eight general management areas:
In-house vs. independent agents (manufacturer's sales agents). 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. Also use subjective judgement. MBNA estimates how many calls to expect, one year in advance, and then determines the size of the salesforce at any given time.
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Aimed at new hires and experienced personnel. Can be held in the field, educational institutions or company facilities. Oldsmobile spent $25 million last year to teach its dealers how to better treat its customers. Return to Contents
Straight salary straight commission (selling insurance)--single percentage of sales or sliding rate Combination plan
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Sales contests increase sales. Symbolic awards--plaques, rings etc. Can also use negative motivational methods for under performers. Due to burn out--even the best need motivating!! Ongoing process...keep reps. hungry Need a motivational program. Spend time with reps, personal attention!! Take interest in them and the sales goals
Compensation packet that rewards quality salesmanship and extra effort 1 1 Recognition of extra effort of sales force 1 1 Make sure SR feel important 1 1 Keep SR informed of company activities 1 1 Make certain reps. believe in the company 1 1 Goals must be realistic and achievable and changeable 1 1 Determine what they want and give it to them 1 1 Controlling and Evaluating Salesforce performance
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Rely on information from call reports, customer feedback and invoices. Performance is determined by objectives. May compare with predetermined performance standards or with other sales people working under similar conditions.
Handout Avon....
$4 billion business, relied solely on personal selling until recently, environmental changes have changed this...no longer is the wife expected to be at home...model is dual income earning parents with children in day care. Need to develop more efficient ways to reach customers. Salespeople earn pure commission, 10%...50% for top sellers (over $32,750) Strategies tried:
Avon Select. Direct mail catalog and toll free number, attract those that didn't know an "Avon Lady", or didn't want to deal with one. Also used national TV and print campaign in conjunction. Problems = Salesperson creates confidence in the brand, delivering much more than advertising is able to do. When you take away the selling relationship, you're left with a brand that's relatively naked. Key is not to undercut the field salesforce, similar to dual distribution creating channel conflict. Mary Kay Corp has also tried this strategy but differently and more successfully:
Catalogs carry different merchandise Forward commission to sales rep. in customer's area "Never have a grey area regarding competing with sales force."
Leadership Program. A Multi-level marketing (MLM) concept. Rewarded for products sold as well as people you recruit as a sales rep....by getting some of their commission and a portion of the commission of reps. they recruit etc. Created a hard sell environment and was consequently scrapped.
Reinstate Birthday presents Anniversary plates Annual Pins Phone Blitzs to indicate appreciation
PERSONAL SELLING
PERSONAL SELLING directly paid, personal communication that attempts to inform and persuade prospects and customers
prospecting developing a list of potential buyers preapproach initial preapproach letter, telephone call, etc. approach initial face-to-face contact with prospect during which first impressions are formed needs analysis discovery and assessment of prospects needs presentation presentation/demonstration of how the product fills a need or solves a problem for the prospect answering questions and overcoming objections prospect provides feedback and salesperson attempts to further tailor the presentation for the prospect's needs close salesperson asks the prospect to buy followup delivery, customer service, referrals
Internet/Web-enable
Seeking out people particular need. o Assisting them reco of needs they have that buying your product. o Demonstrating how satisfies a prospects ne
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Sales management
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B. Pervasiveness of Selling
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Every job with customer contact has a selling elem Almost 16 million work in sales positions (U.S.)
About 20% of the chief executive officers in the to corporations have significant sales experience.
Salespeople are the critical link between the firm Salespeople are the company in a consumer's eye They represent what the company is or attem Often the only personal contact a customer h
Identifying creative solutions to customer problem Easing the customer buying process
Relationship Selling
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Building ties to customers based on a salesperso attention to customer needs commitment to customer needs over time.
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B. Order Getting
Tasks
identifies prospective customers o provides information o presents persuasively
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Involve
a high degree of cre and customer empa product knowledge sales training
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closes sales
do not strictly solicit orders Perform promotional activities Introduce new products.
Sales engineers
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Specializes in identifying, analyzing, and solving Brings know-how and technical expertise to the s
Team meets with bu problems and opportun o Team conducts edu a customer's technical
A. Prospecting
Name of a person who may be a po Person who wants or needs the pro Person who Wants or needs the product Can afford to buy it Is the decision maker. Advertising Coupon Toll-free Trade shows Professional meetings Conferences Lists and directories. Cold canvassing in person Telephone canvassing Networking Referrals
Lead sources
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Center of influence
B. Preapproach
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Obtaining further information on the prospect Deciding on the best method of approach. Important in international selling (customs dictate
Failure to learn as much as possible about the pro unprofessional and can ruin a sales call.
C. Approach
The approach stage involves the initial meeting between t prospect, where the objectives are to gain the prospect's a interest, and build the foundation for the sales presentatio for a working relationship. First impressions are critical.
The approach stage is very important in international setti societies, considerable time is spent establishing a rappo sellers. Besides a different pace, different actions may be it is important to know how to exchange business cards a hands-as well as when not to.
Assumes that the appropriate stim the prospect will buy. o Salesperson tries one appeal after
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Often for simple situations Information must be provided in a accurate thorough step-by-step Canned sales presentation Memorized, standardized mess Conveyed to every prospect. Lacks flexibility Lacks spontaneity
Does not provide much feedback o Emphasizes probing and listening interests of prospective buyers. o Presentation is then tailored to the
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Consultative Selling
Knowing when to offer solutions a more information. o Focuses on problem identification o Salesperson serves as an expert o and resolution. o Novel solutions often arise
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E. Handling Objections
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Acknowledge and convert the objection. o Postpone, when the objection will be addressed la presentation. o Agree and neutralize. o Accept the objection. Probe for the reasons behin stimulate further discussion on the objection. o Denial. When an objection is clearly untrue, it is w with a firm denial.
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F. Closing
Asking the prospect to make a dec of the purchase o Asking the prospect to consider ch delivery, warranty, or financing terms u
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that a sale has been finalized. o Used to commit the prospect quick reference to the timeliness of the purch o Knowing when the prospect is read
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G. Follow-up
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Making certain that the purchase has been delivered installed any difficulties are addressed. Solidifies the buyer-seller relationship.
Cost and effort to obtain repeat sales from a satis of obtaining a new sale.
Specifies what is to be achieved. Objectives can be output related input related behaviorally related. Objectives must be precise measurable time specific
Should the company use its own salesforce, or sh independent agents such as manufacturer's represen o Should they be organized according to geography product or service?
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In-House or Independent?
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salespeople in a form of break-even analysis. o Behavioral analysis should focus on issues relate control flexibility effort
availability
Types of Structures
Geographical Structure
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regions o Region is divided into dis o Salespeople are assigned to each call on all customers represent all products o Minimizes travel time expense
duplication of efforts
Customer Structure
Different types of buyers o Different salesforce calls type of buyer or marketing ch o Higher administrative cos o Some duplication of sellin
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Variation of customer org Using team selling on imp Build long-term, cooperat
Products Structure
When specific knowledge certain types of products o Salespeople develop spec expertise with technical characterist applications
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NS = NC * CF * CL
Whom salespeople should contact Kinds of selling and service activities to conduct How these activities should be carried out
2. Salesforce Training
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Ongoing process for new and seasoned salespeo Covers more than selling practices On-the-job training is the most popular
Straight salary a salesperson is paid a fixed fee p compensation plan, year. Straight commission a salesperson's earnings are tied compensation plan, or profit generated. Combination a specified salary plus a commiss compensation plan generated. contains
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Dollar sales volume Last year/current year sal Number of new accounts
Behavioral Evaluation
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Attitude Attention to customers Product knowledge Selling and communicatio Appearance Professional demeanor
Use of technology to mak more effective and efficient. o SFA applies to a wide ran Each stage in the per
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Salesforce Computerization
Management of the sa Valuable in sales presenta Used in sales training Allows salespeople to process orders plan time allocations forecast sales communicate with cu
Salesforce
Communication
the three most common comm technologies used by salespe o Growth of Home Offices Advances in commun possible the mobile and h Savings from closed and staff salaries often m setting up home offices.
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Salesforce communicatio the availability of Internet/Web o Sales force automation (SFA) has become a comp Changing how selling is done Changing how salespeople are managed Applications promise to boost productivity improve customer relationships decrease selling cost. o SFA combines automated sales support integration of sales data o SFA encompasses technologies, both hardware a to the sales function
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