1. The Scope and Nature of Personal Selling InternetTelephone Face-to-faceTeleconference 18-1 PERSONAL SELLING AND SALES MANAGEMENT 18 Order takerOrder getter Sales support personnel Pom 16

2. Personal Selling and Marketing Strategy 1.Can customize the message for a specific buyer 2.Assists in creating strong supply chain relationships 3.Increased customer loyalty through relationship selling 4.Gather research input from customers 5.Crucial to the success of CRM 18-2

3. The Value Added by Personal Selling Salespeople Provide Information and Advice Salespeople Save Time and Simplify Buying Salespeople Build Relationships 18-3 Relationship selling is a sales philosophy and process that emphasizes a commitment to maintaining the relationship over the long term and investing in opportunities that are mutually beneficial to all parties.

4. Professional Selling as a Career People love the lifestyle There is a lot of flexibility There is a lot of variety in the job Can be very lucrative Very visible to management and good for promotions 18-4

5. Personal Selling Process

6. Step One: Generate and Qualify Leads Sources of Leads Current Customers Networking Events The Internet Trade Shows 18-6

7. Step Two: Preapproach Extends the qualification procedure Set goals for what is to be accomplished 18-7

8. Step Three: Sales Presentation and Overcoming Reservations The presentationHandling reservations 18-8

9. Step Four: Closing the Sale Getting the order Often most stressful part of sales process A “no” one day may be the foundation for a “yes” another 18-9 A B C

10. Step Five: Follow-Up 18-10 1. Reliability – Ability to perform the service dependably and accurately 2. Responsiveness – Willingness to help customers and provide prompt service 3. Assurance – Knowledge of and courtesy by employees and their ability to convey trust and confidence 4. Empathy – The caring, individualized attention provided to customers 5. Tangibles – The appearance of physical facilities, equipment, personnel and communication materials Five Service Quality Dimensions

11. Managing the Sales Force 1. Sales Force Structure 18-11 Company sales force Employees Established product lines Manufacturer’s representatives Manufacturer’s representatives (independent agents) Not employees Smaller firmsNew markets

12. Managing the Sales Force 2. Recruiting and Selecting Salespeople 18-12

13. Managing the Sales Force 3. Sales Training Selling and negotiation techniquesProducts and service knowledgeTechnologies used in the selling processTime and territory managementCompany policies and procedures 18-13

14. Managing the Sales Force 4. Motivating and Compensating Salespeople Financial rewards Nonfinancial rewards GRANTLAND® Copyright Grantland Enterprises; wwwgrantlandnetwwwgrantlandnet 18-14

15. Managing the Sales Force 5. Evaluating Salespeople Tied to the reward structure Evaluation measures can be either objective or subjective BananaStock/PictureQuest 18-15