1. Acquire a foundational knowledge of selling to understand its nature and scope 1 MARKETING 4.07

2. Review from yesterdays Sit with your project group; ONE paper per group With your project members write a survey question for each: Rating (likert & semantic differential) and Ranking (paired, forced, comparative) Questions are based on your project topic; you can use questions that you already have on survey if they apply. 2

3. Selling Vocabulary Define the term selling. Selling is responding to consumer needs and wants through planned, ______________ communication in order to influence purchase decisions and ensure satisfaction. Because selling is planned and personalized, it goes beyond mere order-taking or customer service. Identify individuals, groups, or agencies that sell. Every business organization sells. Retailers, real estate agents, B-2-B, wholesalers, etc. 3

4. Selling Explain personal characteristics of salespeople that are essential to selling and building clientele: Enthusiastic and self-motivated Honest Well educated in selling techniques and the products being sold Effective communication and emotional intelligence skills Solid computer and technical skills Goal oriented Empathetic Persistent Courteous 4.07 Acquire a foundational knowledge of selling to understand its nature and scope 4

5. Customer Service Distinguish between customer service as a process and customer service as a function. The process is a set of steps intended to provide satisfaction to the customer Its function is to make the customer happy with his/her experience Describe how businesses can use customer service (CS) to beat their competition. Properly implemented, CS can provide a competitive advantage over competitors that aren’t as good at it. _______________ customers tend to come back to the store/product that made them happy. 4.07 Acquire a foundational knowledge of selling to understand its nature and scope 5

6. Get w/ your 4 o’clock appointment Complete “Here’s the Answer, What’s The Question?” wkst with your partner. Take an educated guess about each question and the characteristic of building clientele. You have 10 minutes NOTE: Cold Calls – randomly call people Turnover – do not return to company 4.07 Acquire a foundational knowledge of selling to understand its nature and scope 6

7. Building customer clientele Discuss actions a salesperson can take to have a service attitude: Know the product and how to sell Know your customers Observe, _____________, Engage and Question (By paying attention to customers) Act ethically By showing an interest in customers By saying _____________ you 4.07 Acquire a foundational knowledge of selling to understand its nature and scope 7

8. How does a company & salesperson benefit from building a clientele? 4.07 Acquire a foundational knowledge of selling to understand its nature and scope 8 Increased sales volume Loyal customers are repeat customers that provide the financial backbone for any business. Repeat business = ________ sales. Reduced selling cost To make a first sale a business spends considerable time and money to advertise, determine the customer needs and wants, and build a relationship. Once the relationship is established these costs can be reduced. Customer loyalty Word-of-_________ Advertising Increased income and profit Personal satisfaction

9. Technology Describe capabilities that the use of technology provides salespeople. Accurate tracking of customers and sales CRM software (track birthdays, last purchase date, etc.) Increased productivity Mapping software: find customers in potential target market Use of teleconferencing software Can set a calendar of activities in advance and have reminders pop-up Multiple ways to show the customer information (DVD’s, Prezi, PPT, sound, and combinations) 4.07 Acquire a foundational knowledge of selling to understand its nature and scope 9

10. Get w/ your 8 o'clock appointment Complete “Problem… or NO Problem” wkst You are going to guess whether the following situations are Illegal Questionable or No problem You have 5 minutes 4.07 Acquire a foundational knowledge of selling to understand its nature and scope 10

11. Explain the importance of business ethics in selling. Ethics are the basic principles that govern behavior. Ethics are NOT laws because they are not enforced by governmental statutes. Ethics go beyond the law. (Think about illegal and immoral) A high level of ethics will compel you to behave in a truthful and honest way. People buy from people they _______. NOTE: The unethical behavior of just one ________ can undermine the whole company!

12. Illegal selling activities – Crossing the line! Misrepresenting the truth (bold- faced lie) Saying something unfair or untrue about another business or product. Participating in bribery. Neglecting to provide accurate information to the customers.

13. Illegal selling activities – Crossing the line! Unfairly competing within the marketplace such as: Making price deals Requiring exclusive dealership - a retailer or wholesaler is obliged by contract to only purchase from the contracted supplier Tying-in sales - making the purchase of another product mandatory Requiring reciprocity - eliminating competition by only doing business with those who buy from you. 4.07 Acquire a foundational knowledge of selling to understand its nature and scope 13

14. With your table mates Read the following ethical situations; what would you do? When time to switch, pass the paper to the table behind you; the last table needs to pass it up to the front. 4.07 Acquire a foundational knowledge of selling to understand its nature and scope 14

15. Sales Regulations Identify reasons that sales activities are regulated. Some variance between states Customers can feel safe making a buying decision Standardizes expectations 15

16. Sales Regulations Explain state and federal regulations that affect sales activities. Cooling off: Gives consumers three days to cancel purchases of $25 or more. Under the Cooling-Off Rule, your right to cancel for a full refund extends until midnight of the third business day after the sale. The Uniform Commercial Code (UCC) is a set of laws governing commercial transactions. The purpose of the UCC was to establish a uniform set of rules to govern commercial transactions, which are often conducted across state lines. http://EzineArticles.com/675026 http://EzineArticles.com/675026 4.07 Acquire a foundational knowledge of selling to understand its nature and scope 16