1. Global Marketing Communications Decisions II:
Sales Promotion, Personal Selling, and Special Forms of Marketing Communication

2. Sales Promotion
Sales promotion refers to any paid consumer or trade communication program of limited duration that adds tangible value to a product or brand
Price vs. non-price promotions
Consumer vs. trade promotions
Axe Apollo featured astronaut Buzz Aldrin in promoting a free trip to space for 22 lucky winners.

3. Sales Promotion Provide a tangible incentive to buyers
Reduce the perceived risk associated with purchasing a product
Provide accountability for communications activity
Provide method of collecting additional data for database

4. Sales Promotion: Global or Local
In countries with low levels of economic development, low incomes limit the range of promotional tools available
Market maturity can also be different from country to country
Local perceptions of a particular promotional tool or program can vary
Local regulations may rule out use of a particular promotion in certain countries
Trade structure in the retailing industry can affect the use of sales promotions

5. Sampling
Sampling
Provides consumer with opportunity to try product at no cost
May be distributed in stores, in the mail, through print media, at events, or door-to-door
Kikkoman soy sauce launched a sampling program in supermarkets in the U.S.; today the U.S. contributes 85% of profit from international operations

6. Couponing
Couponing
Printed certificates entitle the bearer to a price reduction or some other special consideration for purchasing a particular product
Couponing accounts for 70% of consumer promotion spending in the U.S.
Free-standing inserts, in-pack, on-pack, cross coupons

7. Social Couponing Hot online trend Groupon is industry leader
Deals are made with local retailers with Groupon taking a percentage of proceeds
Grown from 1 country to 35 mainly through acquisition
40 million users in 48 global markets by 2012
Over 50% of users are in Europe, 33% in U.S.
Founders rejected Google’s $6 billion takeover offer

8. Sales Promotions

9. Sales Promotion: Issues and Problems
Fraud
Pepsi promotion with Apple
Regulations vary by country
Cultural dispositions to coupons and other sales promotions
Malaysians see coupon usage as embarrassing
Islam frowns on gambling so sweepstakes may not work

10. Personal Selling
Person-to-person communication between a company representative and a prospective buyer
Focus is to inform and persuade prospect
Short-term goal: make a sale
Long-term goal: build a relationship

11. Personal Selling Hurdles
Political Risks – unstable or corrupt governments change the rules for the sales team
Regulatory Hurdles – Governments can set up quotas or tariffs that affect the sales force
Currency Fluctuations – increase and decrease in local currencies can make certain products unaffordable
Market Unknowns – lack of knowledge of market conditions, the accepted way of doing business, or positioning of the product may derail the sales team’s efforts

12. The Strategic/Consultative Selling Model
Evolved in response to:
Increased competition
More complex products
More emphasis on customer needs
Long-term relationships

13. The Strategic/Consultative Selling Model
Personal Selling Philosophy – commitment to the marketing concept and a willingness to adopt the role of problem solver/partner
Relationship Strategy – game plan for establishing and maintaining high-quality relationships with prospects/customers
Product Strategy – plan that can assist the sales representative in selecting and positioning products to satisfy customer needs

14. The Strategic/Consultative Selling Model
Customer Strategy – plan that ensures that the sales professional will be maximally responsive to customer needs
Presentation Strategy – consists of setting objectives for each sales call and establishing a presentation plan to meet those objectives

15. The Strategic/Consultative Selling Model

16. The Presentation Plan Approach Presentation Demonstration Negotiation
Close
Servicing the sale

17. Approach & Presentation
Initial contact with the customer/ prospect
Must completely understand the decision-making process and the roles of each participant
Presentation
Prospect’s needs are assessed and matched to the company’s products
The style and message of the presentation must be tailored to the audience

18. Demonstration & Negotiation
Salesperson has the opportunity to tailor the communication effort to the customer
Can show how the product can meet the customer’s needs
Negotiation
Ensures that both the customer and the salesperson come away from the presentation winners

19. Close & Servicing the Sale
Ask for the sale
Must be culturally sensitive
Servicing the Sale
To ensure customer satisfaction
Implementation process must be outlined
Customer service program established

20. Sales Force Nationality
Expatriates
Host-country nationals
Third-country nationals
Other options

21. Expatriates Advantages Disadvantages Superior product knowledge
Demonstrated commitment to service standards
Train for promotion
Greater HQ control
Disadvantages
Higher cost
Higher turnover
Cost for language and cross-cultural training

22. Host-Country Nationals
Advantages
Economical
Superior market knowledge
Language skills
Superior cultural knowledge
Fast implementation
Disadvantages
Needs product training
May be held in low esteem
Language skills may not be important
Difficult to ensure loyalty

23. Third-Country Nationals
Advantages
Cultural sensitivity
Language skills
Economical
Allows regional sales coverage
Disadvantages
May face identification problems
May be blocked for promotions
Income gaps
Needs product and/or company training
Loyalty not assured

24. Other Options Sales agents Exclusive license arrangements
Contract manufacturing or production
Management-only agreements
Joint ventures

25. Special Forms of Marketing Communications
Direct Marketing
Direct mail
Catalogs
Infomercials, teleshopping
Event Sponsorship
Concerts, sporting events
Product placement in movies
Internet Communications

26. Direct Marketing
Any communication with a consumer or business recipient that is designed to generate a response in the form of:
An order
Request for further information
A visit to a store or other place of business

27. One-to-One Marketing Building from Customer Relationship Management
Identify customers and accumulate detailed information about them
Differentiate customers and rank them in terms of their value to the company
Interact with customers and develop more cost efficient and effective forms of interaction
Customize the product/service offered to the customer

28. Direct Marketing vs. Mass Marketing

29. Advice for U.S. Direct Marketers Going Global
The world is full of people who are not Americans. Be sure not to treat them like they are.
Like politics, all marketing is local. Just because your direct mail campaign worked in Texas, do not assume it will work in Toronto.
Although there may be a European Union, there is no such thing as a "European."
Pick your target, focus on one country, and do your homework.
Customers need to be able to return products locally or at least believe there are services available in their country.

30. Direct Mail
A vehicle for delivering a personally addressed offer to a prospect targeted by a marketer
Popular with banks, insurance co., other financial service providers
U.S. direct mail lists are easy to rent; Europe and Japan lists are lower in quality
Germans spend the most, $500 per capita, in mail-order shopping

31. Catalogs
Catalog: magazine-style publication that features photographs, illustrations, and extensive information about a company’s products
U.S. 1/3 of world market, 17 billion mailed in 2008
EU: Elimination of barriers has led to a boom
Hong Kong and Singapore have efficient postal systems and highly educated consumers with credit cards
German supermodel Yvonne Catterfeld with Otto Catalog

32. Infomercials and Teleshopping
An infomercial is a form of paid TV in which a particular product is demonstrated, explained, and offered for sale to viewers who call a toll-free number on the screen
In Asia, infomercials make $100s of millions in sales. Low penetration rates of private phones, credit cards & delivery issues create difficulties
Teleshopping on channels like HSN and QVC is exclusively devoted to demonstration and selling

33. Interactive Television
ITV allows viewers to interact with the programming content they are viewing
In the U.K., more than half of pay-TV subscribers use ITV
Remote controls have buttons to push to order products shown on screen

34. Outdoor Ad Spending as a Percentage of Total Ad Spending

35. Sponsorships
A company pays a fee to be associated with an event, team, athletic association, or sports facility
Combines elements of PR and sales promotion
Draws media attention

36. Product Placement
Arranging to have the company’s products and brand names appear in TV shows, movies, and other types of entertainment
Marketers also lend or donate products to celebrities and other public figures
Issue for Marketers: Once seen in a movie, products cannot be easily adapted to meet local market needs

37. Global E-Commerce
Every 48 hours, Yahoo records more than 24 terabytes of data about its users’ online habits— equal to all the information contained in all the books in the Library of Congress
Between 2003 and 2014, the number of Internet users in China increased from 68 million to 640 million; 460 million + Chinese shop online; Chinese Alibaba rivals Yahoo, Google, eBay
Online retail & travel sales in Western Europe grew at a CAGR of 8% between ; By 2018, 75% of Europeans will shop online, up from 65% in 2013

38. Global E-Commerce Divided into three broad categories
Business to Business (B2B) largest share of the Internet economy
Business to Consumer (B2C) iTunes
Consumer to Consumer (Peer to peer) eBay

39. Web Sites Promotion sites: marketing communications
Content sites: news and entertainment; support PR
Transaction sites: online retail operations
Web sites can function as all three

40. Internet as a Communications Tool
“Content for broadband costs significantly less than TV…and distributes to a much larger audience.” Ad Agency Executive
Unilever digitized TV commercials stored as product videos, and created Web series for Yahoo! Food built around Hellman’s Mayonnaise.

41. Internet Retail Sales
U.S online retails sales $300 billion in 2014; $370 billion by 2017
Companies like A&F, Saks, Timberland, Coach trying to attract foreign buyers
Strong U.S. dollar has Americans ordering from abroad
Delivery companies like FedEx, UPS, & DHL are acquiring & partnering with other firms from seamless delivery

42. Luxury Retailers and the Internet
Many do not sell online but use the Internet to inform and promote
Concern that the brand essence cannot be communicated online but changing
Smartphone and iPad apps and Facebook communities aim to “create a dialog and get consumers connecting with our brand”.

43. The Long Tail
Use of efficient economics of online retail to aggregate slow-selling products
eBay, Amazon.com., Netflix, iTunes
“…The Long Tail is really about the economics of abundance…what happens when the bottlenecks that stand between supply and demand in our culture start to disappear and everything becomes available to everyone……These millions of fringe sales are an efficient, cost-effective business…hits and niches are on equal footing.”
Chris Anderson, Author and Editor of Wired

44. Web Site Design Internet potential requires using interactive media
Key issues
Register a country-specific domain name—Cybersquatting
Arranging payment—credit card usage rate, fraud, postal money order or bank check
Localizing sites—reflect local culture, language, aesthetics
Addressing privacy issues—EU laws more stringent
Setting up distribution—local sales tax issues

45. Broadband
Has sufficient capacity to carry multiple voice, data, or video channels simultaneously
Bandwidth determines the range of frequencies that can pass over a transmission channel
Streaming audio and video; 48 million players on Xbox live worldwide

46. New Products and Services
Cloud Software will not be installed on a computer hard drive but through a web browser
Smartphone sales in 2014 of 1.3 billion
SMS texting to move to other channels like TV, the Internet, .
Apple and Android systems
Apps—iTunes store has over 50 billion downloads

47. Mobile Advertising and Mobile Commerce
Term for conducting commercial transactions using cell phones
Wi-Fi
Cellular data plans via 3G, 4G networks
Tablets like iPad, Galaxy
Mobile ad spending: $1 billion in 2007; $43 billion in 2014
GPS on phones led to location-based advertising

48. Mobile Commerce
Bluetooth–uses less power than Wi-Fi, works well with cell phones and covers shorter distances than Wi-Fi
Handles data, not voice
Telematics: Cars can exchange info about location or mechanical performance

49. Mobile Music, Gaming & Payments
iTunes downloads in 2006 reached 1 billion; cumulative total of 25 billion downloads
Cloud-based music systems offer a locker for storing music that is accessed by a variety of mobile devices
Mobile Gaming revenues of $17.6 billion in 2015
E-sport: video game competitions where pro gamers compete for cash prizes
Mobile payments exploded with Apple Pay with iPhone 6 in 2014; more important role of security after credit card cyber-theft at Home Depot, Target

50. Streaming Video
Global penetration of broadband Internet service has fueled the growing popularity of global digital video services such as YouTube,
Facebook, Instagram, Twitter, Netflix, Meerkat

51. Internet Phone Service
The “next big thing” for the telecommunications industry
VoIP—Voice over Internet Protocol
Has the potential to render the current telecommunications infrastructure obsolete
Currently only accounts for a small percentage of total global calling
Skype acquired by Microsoft for $8.6 billion in 2011

52. Digital Books & Electronic Reading Devices and Wearables
Amazon’s Kindle, Barnes & Nobles’ Nook, Apple’s iPad may help newspapers & magazines
Textbooks are a huge market opportunity for publishers
Piracy is a concern for many authors
Wearables like Google Glass & Apple Watch are reaching a tipping point.
6 million units in 2013
113 million units in 2018