Sales Management 2

1
Sales Management 2

• Overview of Personal Selling

2
Pretty Old Profession

• Plato (429-347 BCE) used the term
• salesman in his writings.
• Traders preceded Plato by centuries
• if not millennia. (Phoenicia 1300 BCE)
• Sales was probably at the dawn of marketing.
• Door-to-door sales during the Middle Ages.
• (The historical era, not Dr. McDonalds age.)

3
Sales Eras Industrial Revolution to
Professionalism

• Industrial Revolution Specialization of labor
  and urbanization.
• Late 1800s Traveling salesmen.
• WW I, Depression, WW II Aggressive,
  high-pressure selling to stimulate sales.
• After WW II Professional.
• Not manipulative
• Respond to customers needs

4
Personal Selling

• MARKETING MIX
• Product
• Price
• Place
• Promotion
• PROMOTION
• Paid Advertising
• Sales Promotions
• Public Relations
• Personal Selling

5
Role of Personal Sales

• Society
• Stimulate Economy
• Diffuse Innovation
• Company
• Revenue Producers (Rainmakers)
• Market Research/Feedback (Boundary Spanning)
• Customers
• Represent Customer to Company (Boundary Spanning)

6
(No Transcript)
7
(No Transcript)
8
What Customers Want in Sales

• Honesty
• Knowledge of Economy
• Knowledge of Customers Business
• Guidance
• Problem Solving
• Professional Appearance
• Pleasant Manner
• One-stop Service

9
(No Transcript)
10
Ethics I

• Sources of ethics family, friends, school,
  neighbors, church, co-workers.
• Individual ethics
• Corporate ethics
• Be able to
• Sleep at night
• Look in the mirror in the morning
• Introduce any client to your family

11

12
(No Transcript)
13
Ethics II

• Consequences of unethical sales practices
• http//www.carinfo.com/repair2.html
• http//www.thecomplaintstation.com/s/_sears/000004
  9f.htm
• http//www.ezl.com/riverbend/wilner.html
• http//www.insurancejournal.com/html/ijweb/breakin
  gnews/national/na0101/na0122011.htm

14
(No Transcript)
15
Ethics III

• Pressures
• Eating
• Nasty boss
• Quotas/Contests

16
(No Transcript)
17
Ethics IV

• Puffery vs. Pinocchio

18
Ethics V

• Statement of company ethics (more than Stay out
  of jail.)
• http//www.president.uconn.edu/wwwpre/ucethics.ht
  m
• http//www.halliburton.com/suppliers/ethics.jsp

19
(No Transcript)
20
Personal Selling Jobs

• Sales support
• New business
• Existing business
• Inside sales (non-retail)
• Direct-to-consumer sales
• Combination

21
Sales Support

• Perform activities to stimulate sales (missionary
  sales). Disseminate info. Spread the word.
• Detailer furnish information. (call on
  physicians who specify prescriptions, or
  architects who write specifications)
• Technical support called in to help explain
  products advantages, installation, answer highly
  technical questions, assist in design (space
  planners, programmers), training.

22
(No Transcript)
23
New Business

• Responsible for adding new customers, or
  introducing new products to the market.
• Pioneers constantly looking for new customers,
  or introducing new products, or both.
• Order-Getters Expand line of products sold to
  existing customers as well as findings new
  customers.

24
Existing Business

• Maintain relationship with customers.
• Order-takers work a route. (Frito-Lay)
• Also need to be creative to sell more
  productively.
• Get higher share of customer.
• Service is important in maintaining relationships.

25
Inside Sales (non-retail)

• Physically remain in marketing companys
  facilities.
• Can be passive (catalog sales).
• Can be active (telemarketing).
• Can supplement or replace field selling.
• Customer service often will serve as add-on
  sales.

26
Direct-to-Consumer Sales

• Retail 4.5 million salespeople in USA
• Another million in real estate, insurance, and
  securities.
• Yet, another millions selling Tupperware, Mary
  Kay, Avon, Amway, etc.
• Some are part-time, some temporary, some are
  highly specialized/educated.

27
Combination Sales Jobs

• Often, a salesperson has to perform more than one
  of these tasks as part of her or his job.
• New and existing
• Inside and outside
• Provide/Receive support
• Its not always clear cut.
• Whatever it takes.

28
Relatively Less Important Characteristics
Type of Sales Job
Relatively Important Characteristics
Trade selling (Existing Customers)
Age, maturity, empathy, knowledge of customer and
business methods
Aggressiveness, technical ability, product
knowledge, persuasiveness
Missionary selling (Promotional)
Youth, high energy and stamina, verbal skill,
persuasiveness
Empathy, knowledge of customers, maturity,
previous sales experience
Technical selling (Highly technical products)
Education, product and customer
knowledge--usually gained through training,
intelligence
Empathy, persuasiveness, aggressiveness, age
New business selling (New Business, Rainmaker)
Experience, age, maturity, aggressiveness,
persuasiveness, persistence
Customer knowledge, product knowledge, education,
empathy
29
Characteristics of Sales Career

• Job security Mobility
• Advancement opportunities (make your own)
• Immediate feedback (, Quotas)
• Prestige (can be very successful)
• Job Variety (deal with people all the time)
• Independence (Lone Wolf fading)
• Compensation (Make your own success)
• Boundary-Role effects Boundary-Spanner

30
Qualifications Skills for Sales

• Empathy Understand/read customer
• Ego Drive Inner need to persuade others
• Ego Strength Self-assured (to deal with
  rejection) and Self-efficacy (control own
  success)
• Interpersonal Communication Skills (listening,
  asking questions, explain clearly)
• Enthusiasm (for yourself and customers)

31
Salespeople are Born And Made

• Aptitude and personality are inherent. You
  cannot develop. Manager can recruit and hire
  people with desired traits.
• Skills can be trained. Take practice.
• Enthusiasm ? Motivation, but related.
• Motivation can influence enthusiasm.
• Many things can influence motivation.

32
The End of the Road