1. chapter personal selling and sales management nineteen Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.

2. 19-2 LEARNING OBJECTIVES LO 19-1Describe the value added of personal selling. LO 19-2Define the steps in the personal selling process. LO 19-3Describe the key functions involved in managing a sales force. LO 19-4Describe the ethical and legal issues in personal selling.

3. 19-3 The Scope and Nature of Personal Selling InternetTelephone Face-to-faceTeleconference

4. 19-4 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 Sales Jobs Website ©Royalty-Free/Corbis

5. 19-5 The Value Added by Personal Selling Salespeople Provide Information and Advice Salespeople Save Time and Simplify Buying Salespeople Build Relationships Salespeople Build Relationships ©Royalty-Free/Corbis

6. 19-6 The Personal Selling Process Generate and qualify leads Preapproach Sales presentation and overcoming reservations Closing the saleFollow-up

7. 19-7 Step 1: Generate and Qualify Leads Sources of Leads Current Customers Networking Events The Internet Trade Shows

8. 19-8 Generate Leads Cold callsTelemarketing ©Royalty-Free/Corbis

9. 19-9 Step 2: PreapproachPreapproach Extends the qualification procedure Set goals for what is to be accomplished ©Royalty-Free/Corbis

10. 19-10 Step 3: Sales Presentation and Overcoming Reservations The PresentationHandling Reservations Klaus Tiedge/Blend Images/Getty Images

11. 19-11 Aligning the Personal Selling Process with the B2B Buying Process Personal selling process B2B buying process

12. 19-12 Step 4: 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 Digital Vision/Getty Images

13. 19-13 Step 5: Follow-Up Five Service Quality Dimensions ReliabilityResponsivenessAssuranceEmpathyTangibles

14. check yourself 19-14 1.Why is personal selling important to an IMC strategy? 2.What are the steps in the personal selling process?

15. 19-15 Managing the Sales Force Sales force structure Recruiting and selecting salespeople Sales training Motivating and compensating salespeople Evaluating salespeople

16. 19-16 Sales Force Structure Company sales force EmployeesEstablished product lines Manufacturers representatives Manufacturers representatives (independent agents) Not employeesSmaller firmsNew markets

17. 19-17 Salesperson Duties Order getterOrder takerSales support personnel Comstock Images /Jupiter images.

18. 19-18 Recruiting and Selecting Salespeople PersonalityOptimismResilience Self- motivation Empathy

19. 19-19 Recruiting for Success How does a firm that focuses on a fun product recruit salespeople who exhibit fun? ©Stockbyte/PunchStock

20. 19-20 Sales Training Selling and negotiation techniquesProducts and service knowledgeTechnologies used in the selling processTime and territory managementCompany policies and procedures

21. 19-21 Motivating and Compensating Salespeople Financial rewards Nonfinancial rewards GRANTLAND® Copyright Grantland Enterprises; www.grantland.netwww.grantland.net

22. 19-22 Evaluating Salespeople Tied to the reward structure Evaluation measures can be either objective or subjective BananaStock/PictureQuest

23. check yourself 19-23 1.What do sales managers need to do to successfully manage their sales force? 2.What is the difference between monetary and nonmonetary incentives?

24. 19-24 Ethical and Legal Issues in Personal Selling The Sales Manager and the Sales Force The Sales Force and Corporate Policy The Salesperson and the Customer

25. check yourself 19-25 1.What are three areas of personal selling in which ethical and legal issues are more likely to arise?

26. Return to slide 19-26 Cold calls are a method of prospecting in which sales people telephone or go to see potential clients without appointments. Glossary

27. Return to slide 19-27 A company sales force comprises people who are employees of the selling company. Glossary

28. Return to slide 19-28 Manufacturer’s representatives are sales people who sell a manufacturer’s products on an extended contract basis but are not employees of the manufacturer. Glossary

29. Return to slide 19-29 An order getter is a salesperson whose primary responsibilities are identifying potential customers and engaging those customers in discussions to attempt to make a sale. Glossary

30. Return to slide 19-30 An order taker is a salesperson whose primary responsibility is to process routine orders or reorders or rebuys for products. Glossary

31. Return to slide 19-31 The preapproach occurs prior to meeting the customer for the first time and extends the qualification of leads procedure. Glossary

32. Return to slide 19-32 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. Glossary

33. Return to slide 19-33 Telemarketing is a method of prospecting in which sales people telephone potential customers without appointments. Glossary

34. Return to slide 19-34 Trade shows are attended by buyers who choose to be exposed to products and services offered by potential suppliers in an industry. Glossary