SALES FORCE MANAGEMENT 11 TH EDITION MARK W. JOHNSTON GREG W. MARSHALL Routledge 2013

INTRODUCTION TO SALES MANAGEMENT IN THE TWENTY-FIRST CENTURY CHAPTER 1 Routledge 2013

CHANGE CENTRAL TO SALES MANAGEMENT TODAY CHANGING CUSTOMER NEEDS DRIVE CHANGES IN SALESPEOPLE CHANGING SALES MANAGEMENT AGENDAS CHANGE CREATES OPPORTUNITIES Routledge 2013 Source: HR Chally Group (2007) The Chally World Class Excellence Research Report: The Route to the Summit. Dayton, OH: HR Chally Group.

Routledge 2013 IDENTIFY/DISCUSS KEY TRENDS AFFECTING SALES ORGANIZATIONS MANAGERS TODAY PRESENT A GENERAL OVERVIEW OF THE SALES MANAGEMENT PROCESS IDENTIFY/ILLUSTRATE KEY EXTERNAL AND INTERNAL ENVIRONMENTAL FACTORS INFLUENCING THE DEVELOPMENT OF MARKETING STRATEGIES AND SALES PROGRAMS Objectives

SALES MANAGEMENT IN THE TWENTY-FIRST CENTURY LONG-TERM RELATIONSHIPS WITH CUSTOMERS NIMBLE AND ADAPTABLE SALES ORGANIZATIONAL STRUCTURES FEWER FUNCTIONAL BARRIERS WITHIN THE ORGANIZATION COACHING SALES MANAGEMENT STYLE LEVERAGE TECHNOLOGY INCORPORATE ALL ACTIVITIES AND OUTCOMES IN PERFORMANCE EVALUATIONS Routledge 2013

KEY THEMES INNOVATION – THINKING OUTSIDE THE BOX TECHNOLOGY – BROAD SPECTRUM OF TOOLS AVAILABLE TO SALESPERSONS LEADERSHIP – CAPABILITY TO MAKE THINGS HAPPEN GLOBALIZATION ETHICS Routledge 2013

INNOVATION IN SALES TRANSACTIONAL SELLING – TRANSACTIONS INVOLVING SEPARATE ORGANIZATIONS, EACH ENTERING INTO AN INDEPENDENT TRANSACTION. RELATIONSHIP SELLING – NARROWS THE VENDOR POOL, IMPROVES EFFICIENCIES, WORKS DIRECTLY WITH CUSTOMERS TO SOLVE PROBLEMS. Routledge

TECHNOLOGY ACCESSIBILITY VIA COMPUTERS AND MOBILE PHONES INTERACTIVE WEB PRESENCES ELECTRONIC DATA INTERCHANGE (EDI) EFFICIENT CUSTOMER RESPONSE (ECR) CUSTOMER RELATIONSHIP MANAGEMENT SOFTWARE (CRM) Routledge 2013

LEADING VS. MANAGING Routledge 2013 Managing Control Supervisor/boss Direct Leading (Mentoring) Communicate Cheerleader/coach Empower to make decisions

1.3 SERVANT LEADERSHIP TAKE SUBORDINATES’ WORK SERIOUSLY TAKE LEAD FROM SUBORDINATES BUILD TRUST ALLOCATE REWARDS AND GLORY VIEW SELF AS STEWARD Routledge 2013

A GLOBAL ENDEAVOR DRIVERS CUSTOMERS CAN EASILY COMMUNICATE WORLD-WIDE SIGNIFICANT GROWTH OPPORTUNITIES LIE OUTSIDE DOMESTIC MARKETS CUSTOMERS ARE GLOBAL DIVERSITY OF SALES FORCE CREATES CHALLENGES Routledge 2013

INNOVATION: BRIDGING THE CULTURE GAP UNDERSTAND AND EMBRACE ETHNIC CUSTOMS ADAPT SELLING APPROACHES PORTRAY GENUINE INTEREST IN CULTURAL DIFFERENCES Routledge 2013

ETHICS TRUST IS NECESSARY TO MAINTAIN CUSTOMER LOYALTY LONG-TERM RELATIONSHIPS REQUIRE HIGHER ETHICAL STANDARDS FEDERAL SENTENCING GUIDELINES DESIGNED TO PUNISH UNETHICAL FIRMS Routledge 2013

SALES MANAGEMENT PROCESS THE FORMULATION OF A SALES PROGRAM THE IMPLEMENTATION OF THE SALES PROGRAM THE EVALUATION AND CONTROL OF THE SALES PROGRAM Routledge 2013

Sales Management Overview Routledge 2013

ENVIRONMENTAL IMPACT ENVIRONMENTAL FORCES CONSTRAIN PURSUIT OF CERTAIN MARKETING STRATEGIES OR ACTIVITIES ENVIRONMENTAL VARIABLES DETERMINE ULTIMATE SUCCESS OR FAILURE OF MARKETING STRATEGIES CHANGES IN THE ENVIRONMENT CREATE NEW MARKETING OPPORTUNITIES ENVIRONMENTAL VARIABLES ARE AFFECTED BY MARKETING ACTIVITIES Routledge 2013

COMPONENTS OF THE EXTERNAL ENVIRONMENT Routledge 2013

ECONOMIC ENVIRONMENT BUYER-SELLER INTERACTIONS TAKE PLACE WITHIN THE CONTEXT OF CURRENT ECONOMIC CONDITIONS THE ECONOMY IMPACTS REAL POTENTIAL DEMAND GLOBAL ECONOMIC CONDITIONS ARE IMPORTANT COMPETITIVE STRUCTURE AFFECTS SELLING SUCCESS Routledge 2013

LEGAL-POLITICAL ENVIRONMENT INCREASED NUMBER OF LAWS REGULATE CONDUCT OF BUSINESS THREE BROAD CATEGORIES OF RELEVANT LAWS: ANTITRUST CONSUMER PROTECTION EQUAL EMPLOYMENT OPPORTUNITY Routledge 2013

ANTITRUST AND CUSTOMER PROTECTION LAWS ANTITRUST PROVISIONS ROBINSON-PATMAN ACT TYING AGREEMENTS RECIPROCAL DEALING ARRANGEMENTS FEDERAL TRADE COMMISSION ACT UNFAIR METHODS OF COMPETITION Routledge 2013

ANTITRUST AND CUSTOMER PROTECTION LAWS CONSUMER PROTECTION LAWS FAIR PACKAGING AND LABELING ACT TRUTH-IN-LENDING ACT COOLING-OFF LAWS Routledge 2013

TECHNOLOGICAL ENVIRONMENT CHANGES HOW SALESPEOPLE/SALES MANAGERS DO THEIR JOBS INFLUENCES SALES STRATEGIES PROVIDES OPPORTUNITIES FOR PRODUCT DEVELOPMENT TRANSPORTATION, COMMUNICATIONS, AND DATA PROCESSING TECHNOLOGIES CHANGE: SALES TERRITORIES SALES REP DEPLOYMENT SALES PERFORMANCE EVALUATION Routledge 2013

SOCIAL AND CULTURAL ENVIRONMENT ETHICS – DEVELOPMENT OF MORAL STANDARDS BY WHICH ACTIONS AND SITUATIONS CAN BE JUDGED SALES MANAGERS: RELATIONSHIPS WITH SALESPEOPLE INTERACTIONS BETWEEN SALESPEOPLE AND CUSTOMERS MANAGERS MUST INFLUENCE ETHICAL PERFORMANCE BY EXAMPLE ETHICAL STANDARDS REFLECT INTEGRITY OF FIRM Routledge 2013

NATURAL ENVIRONMENT NATURE INFLUENCES DEMAND FOR PRODUCTS WEATHER NATURAL DISASTERS AVAILABILITY OF RAW MATERIALS ENERGY RESOURCES SHORTAGES MAY CAUSE DEMARKETING SOCIAL CONCERN ABOUT POSSIBLE NEGATIVE ENVIRONMENTAL IMPACT OF PRODUCT AND PRODUCTION Routledge 2013

INTERNAL ENVIRONMENT COMPONENTS Routledge 2013

GOALS/OBJECTIVES/CULTURE Routledge 2013 MISSION AND OBJECTIVES DRIVE CUSTOMER MANAGEMENT APPROACHES Well-defined mission Successful corporate history Top management values = Strong corporate culture +

HUMAN RESOURCES SALES ORGANIZATIONS ARE HIGHLY COMPLEX AND DYNAMIC OFTEN DIFFICULT TO EXPAND IN RESPONSE TO GROWING MARKETS OUTSIDE SPECIALISTS CAN HELP MEET NEED TO EXPAND Routledge 2013

FINANCIAL RESOURCES LACK OF FINANCIAL RESOURCES CAN: CONSTRAIN ABILITY TO DEVELOP NEW PRODUCTS LIMIT PROMOTIONAL BUDGET LIMIT SIZE OF SALES FORCE MERGERS ARE SOMETIMES SOUGHT TO OBTAIN FINANCIAL RESOURCES Routledge 2013

PRODUCTION AND SUPPLY CHAIN CAPABILITY PRODUCTION CAPACITY TECHNOLOGY EQUIPMENT LOCATION OF PRODUCTION FACILITIES TRANSPORTATION COSTS ABILITY TO ENSURE SEAMLESS DISTRIBUTION AND SERVICE AFTER THE SALE Routledge 2013

STRONG SERVICE CAPABILITIES COMPETITIVE ADVANTAGE OPPORTUNITY DIFFICULT FOR OTHER FIRMS TO COMPETE FOR SAME CUSTOMERS CUSTOMERS RELUCTANT TO SWITCH REGARDLESS OF PRICE Routledge 2013

R&D AND TECHNOLOGICAL CAPABILITIES EXCELLENT DESIGN AND ENGINEERING PROVIDE PROMOTIONAL APPEAL COMMUNICATING TECHNOLOGICAL SOPHISTICATION AS VALUE-ADD HELPS PREVENTS OVER-RELIANCE ON PRICE FOR SALES Routledge 2013