Sales Management 9 Sales Force Recruitment and Selection

Importance of Recruitment and Selection Problems associated with inadequate implementation: Inadequate sales coverage and lack of customer follow-up Increased training costs to overcome deficiencies More supervisory problems Higher turnover rates Difficulty in establishing enduring relationships with customers Suboptimal total salesforce performance

Introduction to Sales Force Socialization Sales Force _________ refers to the process by which salespeople acquire the knowledge, skills, and values essential to perform their job. Need to achieve _________ Match company needs with employee needs. Need to achieve _________ Employee knows what to expect.

Pre-Recruiting Decisions Who will recruit? Designated recruiter Manager Incumbent Who will participate in process? HR Manager Who will make hiring decision?

Job Analysis/Description Steps First do a job _________ Then, develop job _________ Finally, develop a list of job _________ Reason Helps to identify _________ Develops _________ Cuts down on _________

Job Description Nature of _________ to be sold Type of _________, frequency of calls, types of people to contact Specific _________and _________ Relationship between job occupant and other positions in the company Mental/Physical _________of the job Environmental _________that might affect the job

Find a pool of applicants Internal Referrals Transfers External Recruiting at colleges Advertising Agencies Job Fairs Professional Associations

Screening Resumes and ApplicationsScreening Resumes and Applications InterviewsInterviews TestingTesting Assessment CentersAssessment Centers Background InvestigationBackground Investigation Physical ExaminationPhysical Examination Selection Decision and Job OfferSelection Decision and Job Offer Hiring Process

Application Process I Interviews (Ex. 5.5: Interview Guide) #, Location Funnel Process Multiple Opinions

Application Process II Reference Check Employers Teachers Don’t burn bridges

Application Process III Test Batteries Ψ/Personality IQ Aptitude Drug Ethics

Application Process IV Evidence of job qualificationsEvidence of job qualifications Work historyWork history Salary historySalary history AccomplishmentsAccomplishments ResponsibilitiesResponsibilities Appearance and completenessAppearance and completeness

Application Form Appropriate/Inappropriate Questions

Actual Questions Who are your heroes? What did you learn from your biggest failure? How would you sell this pen to me? What are your weaknesses? Kryptonite was not a popular answer. Do you have a clean driving record? DWI/DUI Speeding

Information Concerning: Comments/Recommendations Absolutely barred Arrests? 1. Include a statement indicating employer will consider the nature and circumstances of the conviction Convictions? 2. Although not barred, be prepared to give a good reason for this question. Age Discrimination Act. Age? 3. May discriminate against females, or Americans of Asian or Spanish descent. Job functions. Height and Weight? 4. Illegal unless requested of both sexes and only then when employer has a no-spouse hiring rule. (Some states consider married persons a protected class, prohibiting this question.) Rings. Marital Status?5. In light of the ADA, such questions should only be included when necessary for the job (models, actors). Physical Characteristics? 6.

SOURCE: C. David Sheperd and James C. Hearfield, “Discrimination Issues in the Selection of Salespeople: A Review and Managerial Suggestions,” Journal of Personal Selling & Sales Management, Fall 1991, p. 71. The propriety of asking about educational background is determined by the level of education required for the job Education?7. Both questions are suspect as the bankruptcy code prohibits discrimination against individuals who have filed bankruptcy. Run credit check. Bankruptcy, Garnishments? 8. Instead of asking questions such as these, simply ask if the candidate can do the essential functions of the job, with or without accommodation. Disabilities, Handicaps and Health Problems? 9. To avoid discrimination charges under the Immigration Reform and Control Act, it is best to avoid citizenship questions. Need I-9. Citizenship? 10. Improper if it perpetuates an imbalance in the make-up for the work force. Other problems. Friends and Relatives? 11. Information Concerning: Comments/Recommendations

Legislative Act SOURCE: Thomas N. Ingram and Raymond W. LaForge, Sales Management: Analysis and Decision Making (Chicago: The Dryden Press, 1989)), p Purpose Prohibits discrimination based on race, color, religion, sex, or national origin. _________ Act (1964) Founded the Equal Employment Opportunity Commission to ensure compliance with the Civil Rights Act. Fair Employment Opportunity Act (1972) Requires that men and women be paid the same amount for performing similar job duties. _________ Act (1963) Requires affirmative action to hire and promote handicapped persons if the firm employs 50 or more employees and is seeking a federal contract in excess of $50,000. Rehabilitation Act (1973) Requires affirmative action to hire Vietnam veterans and disabled veterans of any war. Applicable in firms holding federal contracts in excess of $10,000. Vietnam Veterans Readjustment Act (1974) Prohibits discrimination against people of ages 40 to 70. (Yeah!) _________ Act (1967) Provides equal-protection standards to prevent irrational or unreasonable selection methods. Fifth and Fourteenth Amendment to the U.S. Constitution _________ (1990) Prohibits discrimination on basis of disability.

So how do you obey the law? Have a well trained HR department. Train everyone involved in hiring process. Seminars Internal External Hiring manuals Memos Have a good employment lawyer on retainer.

Selecting salespeople is like selecting the right chocolate from the box. You don’t know what you have until you take a bite.

What to look for in hiring: (Not in Particular Order) _________ _________ Skills Ambition Goal Oriented Leadership _________ _________ _________ Skills Persuasive _________ Sales Experience Not product specific

How do you pick the right person? It’s still a craps shoot. Limit Risk Due Diligence Check References Multiple Interviews Tests Experience Listen to your gut