1. YOUR Business Card Company Name Logo, Slogan Address, Phone #
Your Name, Title
Phone #, (contact info)

2. Indicator 2.01 – Acquire the foundational knowledge of selling and understand its nature and scope.
Marketing

3. SELLING (one of the functions of Marketing)
Explain the nature & scope of the selling function.

4. WHAT IS SELLING?
Responding to a consumer needs and wants through planned, personalized communication in order to influence purchase decisions and ensure satisfaction.
Planned – learn about the product
Personalized – interaction with the customer
Influence – help the customer make decisions
Satisfaction – means repeat business

5. WHO SELLS? EVERY BUSINESS SELLS!
Manufacturers sell to wholesalers and retailers
Wholesalers sell to retailers
Retailers sell to consumers
Service- selling organizations
Example: John decided to manufacturer door bells. He went to a bank and convinced the loan officer to give him a loan to start his business. After the obtained the loan he began producing doorbells. He then sold them to Wal-Mart, who sold them to consumers.

6. WHY DO CONSUMERS BUY?
To obtain the goods and services they desire or must have to exist (ultimate consumption)
For resale
For use in business operations (B2B)
Used in the production of other goods
Used to operate the business
Industrial consumer

7. BUYING MOTIVES
EMOTIONAL – based on emotion (ex. Social approval, recognition, power, love, prestige)
RATIONAL – conscious, logical reasons for purchase (ex. Saves time or money, quality, service)

8. Which Buying Motive?

9. WHAT IS SOLD? Tangible items – GOODS Intangible items – SERVICES
Can be touched, tasted, seen, smelled, and/or heard
Intangible items – SERVICES
Productive activities we pay others to perform

10. WHERE CAN SELLING OCCUR?
Everywhere you have person-to-person contact
Over the phone
Over the Internet
Store
On your doorstep

11. HOW ARE PRODUCTS SOLD? DIRECTLY to the user
– Direct Distribution
Examples:
Doctors sell their services directly to their patients
Farmers sell their produce directly to consumers at roadside stands
INDIRECTLY through intermediaries (wholesalers, retailer, agents, etc.)
– Indirect Distribution
Examples:
A real estate agent sells a house
Food lion purchases Pepsi to resale to consumers

12. ROLE OF SELLING IN OUR ECONOMY
Keeps the economy moving
Flow of buying and selling
Promotes competition
Affect employment
More sales = growing business = more hires
Adds utility
Usefulness of the product
Helps determine customers needs
Two way communication
Creates a desire for products
Appeal to reasons that customers buy

13. Characteristics of a good salesperson!

14. CHARACTERISTICS OF A GOOD SALESPERSON
Product knowledge
Ethical standards
Selling skills
Belief in selling as a service
Personal appearance
Communication skills
Creativity
Self-confidence

15. CUSTOMER SERVICE PROCESS V. FUNCTION
Customer Service Process– an attitude that customer satisfaction always comes first
Customer Services Function – a department or a function of an organization that responds to complaints from customers

16. SELLING (one of the functions of Marketing)
Explain the role of customer service as a component of selling relationships.

17. HOW CAN CUSTOMER SERVICE HELP YOU BEAT YOUR COMPETITION?
Over time, the quality of products can be easily matched among competitors. Therefore customer service becomes key!

18. CUSTOMER SERVICE CHAMPS!

19. When I’m a customer I WANT…
1. To be taken seriously
10. Knowledgeable help
2. Competent, efficient service
11. Friendliness
3. Anticipation of my needs
12. To be kept informed
4. Explanations in my terms
13. Follow-through
5. Basic courtesies
14. Honesty
6. To be informed of the options
15. Feedback
7. Not to be passed around
16. Professional service
8. To be listened to (and heard)
17. Empathy
9. Dedicated attention
18. Respect

20. Creating a Unique Customer Experience examples:
Free delivery
Care and maintenance tips
Cashiers who smile and call the customer by name
Free painting and decorating classes
Monthly newsletters
Mints on your pillow
Buy one, get one free
Complimentary muffins and coffee
Additional copies at no extra charge
Free gift with purchase

21. FACTORS that influence customer expectations of customer service.
Past Experiences
Customers expect the same or higher quality than before and they compare to past service given by your competitors
Word-of-Mouth
Customers expect the same quality service others have received
Advertising
Customers expect you to make good on advertising claims of quality service
Personal Needs
Salespeople must “read” customers and cater to their personal needs

22. CUSTOMER SERVICE = RELATIONSHIPS
Maintain Relationships
Happy customers will return and refer you to their friends
It is more expensive to replace a customer than it is to maintain one
Create Loyalty through Rewards
DESIGN & SET RULES!

23. Create a Reward Program/ Loyalty Card
Design on Front and explain rules on back!

24. CUSTOMER SERVICE IN THE PRE-SALE
Pre-sales are all of the effort needed to prepare to make a sale BEFORE the customer is acquired.
Obtain/maintain data of customers
Gain product knowledge
Stay abreast of the market

25. CUSTOMER SERVICE IN THE POST-SALE
Efforts after the sale to ensure the customer is happy.
Follow-up
Ensure satisfaction, call, card,
Handle inquiries and complaints, keep customers satisfies
Ask for referrals
Keeping a client file
Evaluate sales efforts
Post Sales Surveys / Comment Cards

26. Develop customer service guidelines for your employees. (10)
How should they treat customers?
How should they act?
What should they look like?

27. CUSTOMER SERVICE SCENARIOS
Skit
Right way
Wrong way

28. Handling a Dissatisfied customer
Treatment of employees
Customer Service training

29. SELLING (one of the functions of Marketing)
Explain company selling policies.

30. SELLING ACTIVITY POLICIES
Selling policies: guidelines for selling. How will products be sold?
How are sales tracked? Receipt, online, customer information?
What is the customer given at the completion of the transaction?
Are there any government rules or regulations that must be followed?

31. TERMS OF SALE POLICIES
Terms-of-sale policies: What conditions apply to each type of sale? (Think airline tickets, e-Bay, close-outs)
Age, condition of customer (think “bar”)
Conditions for returns (What will be allowed?) What if the dress has been worn?
Deadlines for returning products (used or new car purchases, haircuts)
Method of refund (including money vs. store credit)

32. SERVICE POLICIES Service policies: guidelines for servicing customers.
What is included in the sale of the product?
Warranties (implied or explicit)
Delivery.
Training.

33. WHY ARE SELLING POLICIES IMPORTANT?
Selling policies standardize sales.
Ensures that the company and the customers understand how products are sold.
Protects the company, legally.

34. WHY ARE SELLING POLICIES NEEDED?
Proves that all customers are treated the same way
Increases efficiency of the sales people.

35. EXTERNAL factors that affect selling policies
City, county, state and/or Federal regulations.
Competitors’ actions.
Changes in customer expectations.
Changes in costs of producing the products.
Price Fixing
Sherman Antitrust Act

36. INTERNAL factors that affect selling policies
Sales quotas.
New management.
Changes in goals.
Finances
Research efforts

37. REGULATORY factors that affect selling policies
The distribution channel might require specific policies in exchange for using that channel (e-Bay for example).
Implicit warranties. (If brand new, it should work.)

38. PROBLEMS with selling policies
Policies cover specific circumstances, so some situations will not fit the current policies.
Misinterpretation by a salesperson.
Some customers will ask for exceptions to policies in exchange for increased business or because of a history with your company.

39. 2 Direct Competitors 2 different companies- sale same type of products
Compare and Contrast return/refund policies

40. Language, Religion, Special holidays/festivals to know?
Objective: Teach us how you would adapt your communication to the cultural/social difference among International clients?
Select a country.
Language, Religion, Special holidays/festivals to know?
Dining Etiquette, Table Manners
3 things you must know!
Business Etiquette Details
12 things to know (6 Do’s/6 Don’ts)
IBE- iPads,