1. Principles of Marketing - UNBSJ
BA 2303
Principles of Marketing - UNBSJ
Personal Selling and Sales Management
Instructor – Terry Conrod

2. Learning Objectives BA 2303
Discuss the nature and scope of personal selling & sales management
Identify the different types of personal selling.
Explain the stages in the personal selling process.
Describe the major functions of sales management.

3. SCOPE AND SIGNIFICANCE OF PERSONAL SELLING AND SALES MANAGEMENT
BA 2303
SCOPE AND SIGNIFICANCE OF PERSONAL SELLING AND SALES MANAGEMENT
Nature of Personal Selling and Sales Management
Pervasiveness of Selling
Personal Selling in Marketing
Creating Customer Value through Salespeople: Relationship and Partnership Selling

4. What is personal selling?
BA 2303
Concept Check
What is personal selling?
Answer:
Personal selling involves the two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence a person's group's purchase decision.

5. What is involved in sales management?
BA 2303
Concept Check
What is involved in sales management?
Answer:
Sales management involves planning the selling program and implementing and controlling the personal selling effort of the firm.

6. THE MANY FORMS OF PERSONAL SELLING
BA 2303
THE MANY FORMS OF PERSONAL SELLING
Order Taking
Order Getting
Customer Sales Support Personnel
Missionary salespeople
Sales engineer
Team selling

7. How outside order-getting salespeople spend their time
BA 2303

8. BA 2303
Concept Check
What is the principal difference between an order taker and an order getter?
Answer:
An order taker processes routine orders or reorders for products that were already sold by the company. Like order takers, order getters can be inside (an automobile salesperson) or outside (a Xerox salesperson). An order getter sells in a conventional sense and identifies prospective customers, provides them with information, persuades customers to buy, closes the sales, and does follow-up on their use of the product or service.

9. Concept Check What is team selling? Answer:
BA 2303
Concept Check
What is team selling?
Answer:
Team selling is the practice of using an entire team of professionals in selling to and servicing major customers.

10. THE PERSONAL SELLING PROCESS: BUILDING RELATIONSHIPS
BA 2303
THE PERSONAL SELLING PROCESS: BUILDING RELATIONSHIPS
Prospecting
Pre-approach
Approach

11. THE PERSONAL SELLING PROCESS: BUILDING RELATIONSHIPS
BA 2303
THE PERSONAL SELLING PROCESS: BUILDING RELATIONSHIPS
Presentation
Stimulus-Response Presentation
Formula Selling Presentation
Need-Satisfaction Presentation
Adaptive selling
Consultative selling
Handling Objections
Close
Follow-Up

12. Stages and objectives of the personal selling process
BA 2303

13. What are the six stages in the personal selling process?
BA 2303
Concept Check
What are the six stages in the personal selling process?
Answer:
The six stage of personal selling are: (1) Prospecting, (2) Pre-approach, (3) Approach, (4) Presentation, (5) Close, and (6) Follow-up

14. What is the distinction between a lead and a qualified prospect?
BA 2303
Concept Check
What is the distinction between a lead and a qualified prospect?
Answer:
A lead is the name of a person who may be a possible customer. A qualified prospect is an individual is a customer who wants the product, can afford to buy it, and is the decision maker.

15. BA 2303
Concept Check
Which presentation format is most consistent with the marketing concept? Why?
Answer:
The need-satisfaction presentation format, which emphasizes problem solving, is the most consistent with the marketing concept.

16. The sales management process
BA 2303
The sales management process

17. THE SALES MANAGEMENT PROCESS
BA 2303
THE SALES MANAGEMENT PROCESS
Sales Plan Formulation: Setting Direction
Setting Objectives
Organizing the Salesforce
Major Account Management
Workload method
Developing Account Management Policies

18. Break even chart for comparing independent agents and a company sales force
BA 2303

19. Organizing the sales force by customer, product, and geography
BA 2303
Organizing the sales force by customer, product, and geography

20. Account management policy grid
BA 2303

21. THE SALES MANAGEMENT PROCESS
BA 2303
THE SALES MANAGEMENT PROCESS
Sales Plan Implementation: Putting the Plan into Action
Salesforce Recruitment and Selection
Emotional intelligence
Sales force Training
Salesforce Motivation and Compensation

22. THE SALES MANAGEMENT PROCESS
BA 2303
THE SALES MANAGEMENT PROCESS
Salesforce Evaluation and Control
Quantitative Assessments
Sales quota
Behavioural Evaluation
Technology and the Salesforce
Salesforce Automation (SFA)

23. What are the three types of selling objectives?
BA 2303
Concept Check
What are the three types of selling objectives?
Answer:
The three types of selling objectives are: (1) Output - focus on dollar or unit sales volume, (2) Input - emphasize the number of sales calls and selling expenses, and (3) Behaviour - specific for each salesperson and includes his or her product knowledge, customer service, selling and communication skills.

24. What three factors are used to structure sales organizations?
BA 2303
Concept Check
What three factors are used to structure sales organizations?
Answer:
The three factors used to structure sales organizations are: (1) Should the company use its own salesforce, or should it use independent agents? (2) If the decision is made to employ company salespeople, then should they be organized according to geography, customer type, or product or service? And (3) How many company salespeople should be employed?

25. How does emotional intelligence tie to adaptive selling?
BA 2303
Concept Check
How does emotional intelligence tie to adaptive selling?
Answer:
The ability to understand emotional intelligence is important for adaptive selling because it could make the difference between effective and ineffective order-getting salespeople.

26. BA 2303
Personal Selling
The two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence a person’s or group’s purchase decision.

27. BA 2303
Sales Management
Planning the personal selling program and implementing and controlling the personal selling effort of the firm.

28. BA 2303
Relationship Selling
The practice of building ties to customers based on a salesperson’s attention and commitment to customer needs over time.

29. BA 2303
Partnership Selling
The practice whereby buyers and sellers combine their expertise and resources to create customized solutions; commit to joint planning; and share customer, competitive, and company information for their mutual benefit, and ultimately the customer.

30. BA 2303
Order Taker
Processes routine orders or reorders for products that were already sold by the company.

31. BA 2303
Order Getter
A salesperson who sells in a conventional sense and identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on customers’ use of a product or service.

32. Missionary Salespeople
BA 2303
Missionary Salespeople
Sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products.

33. BA 2303
Sales Engineer
A salesperson who specializes in identifying, analysing, and solving customer problems and who brings know-how and technical expertise to the selling situations, but does not actually sell goods and services.

34. BA 2303
Team Selling
Using an entire team of professionals in selling to and servicing major customers.

35. Personal Selling Process
BA 2303
Personal Selling Process
Sales activities occurring before and after the sales itself, consisting of six stages: (1) prospecting, (2) pre-approach, (3) approach, (4) presentation, (5) close, and (6) follow-up.

36. Stimulus-Response Presentation
BA 2303
Stimulus-Response Presentation
A selling format that assumes the prospect will buy if given the appropriate stimulus by a salesperson.

37. Formula Selling Presentation
BA 2303
Formula Selling Presentation
Providing information in an accurate, thorough, and step-by-step manner to inform the prospect.

38. Need-Satisfaction Presentation
BA 2303
Need-Satisfaction Presentation
A selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers.

39. BA 2303
Adaptive Selling
A need-satisfaction sales presentation that involves adjusting the presentation to fit the selling situation.

40. BA 2303
Consultative Selling
Focuses on problem definition, where the salesperson serves as an expert on problem recognition and resolution.

41. BA 2303
Sales Plan
A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed.

42. Major Account Management
BA 2303
Major Account Management
The practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, co-operative relationships.

43. BA 2303
Workload Method
A formula-based method for determining the size of a salesforce that integrates the number of customers served, call frequency, call length, and available selling time to arrive at a sales force.

44. Account Management Policies
BA 2303
Account Management Policies
Policies that specify whom salespeople should contact, what kinds of selling an customer service activities should be engaged in, and how these activities should be carried out.

45. Emotional Intelligence
BA 2303
Emotional Intelligence
The ability to understand one’s own emotions and the emotions of people with whom one interacts on a daily basis.

46. Salesforce Automation
BA 2303
Salesforce Automation
The use of technology to make the sales function more effective and efficient.

47. BA 2303
Sales Quota
Contains specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period.