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{3} basic sales tasks

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1. order-getting 2. order- taking 3. supporting

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{1.} Order-getting

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seeking possible buyers with a well‑organized sales presentation designed to sell a product, service, or idea.

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Order getters

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-are concerned with establishing relationships with NEW customers and developing NEW business. -Establishes relationships -Develops new customers -Uses well organized sales presentation -PAID WELL !!!! -help bring products out of the introduction stage into the market growth stage

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{2.} Order-taking

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-the routine completion of sales made regularly to target customers. -almost mechanical

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Order takers

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-sell to regular established customers -complete most sales transactions -maintain relationships with their customers -order takers; explain details, make adjustments, handle complaints, explain new prices or terms, place sales promotion materials, and keep customers informed of new developments -firms sometimes use order-taking jobs to train potential order getters and managers

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CRM

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customer relationship database system that figure out which specific financial service would be best for the teller to recommend

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{3.} Supporting -Supporting salespeople [3 types]

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-salespeople who help the order‑oriented salespeople but don't try to get orders themselves. -enhance the relationship with the customer and getting sales in the long run -in the short run they are ambassadors of good will who may provide special services and information [Three Types of supporting sales people] 1. Missionary salespeople 2. Technical specialists 3. Customer service reps

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[1.] Missionary Salespeople

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-supporting salespeople who work for producers -call on their intermediaries and their customers. -also called merchandisers or detailers

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[2.] Technical Specialists

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-supporting salespeople who provide technical assistance to order‑oriented salespeople. -usually more skilled in showing the technical details of their product than in trying to persuade customers to buy it. -Provides details

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[3.] Customer Service Reps or CSRs

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-work with customers to resolve problems that arise with a purchase, usually after the purchase has been made. -key to building repeat business -Customer retention is important to maintaining profitability so customer service team is the last chance

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Analytics

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-more analytical approach to managing customer service -the systematic computational analysis (detailed examination of the elements ) of data or statistics. -appropriate for data driven companies (i.e. insurance)

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Team selling

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-different sales reps working together on a specific account. -Used if different people handle different sales tasks. -sometimes members of a sales team are not from the sales department at all.

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Major accounts sales force

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salespeople who sell directly to large accounts such as major retail chain stores; like Lowe's.

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Telemarketing

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using the telephone to call on customers or prospects. -largely eliminated by "The National Do Not Call Registry" Advantages: -saves time and money for the seller -gives customers a fast and easy way to solve a purchasing problem

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Sales territory

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-a geographic area that is the responsibility of one salesperson or several working together. -carefully set territories can reduce travel time and the cost of sales calls and help reduce confusion about confusion about who has responsibility for a set of sales tasks.

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Job description

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-a written statement of what a salesperson is expected to do. -might list 10-20 specific tasks

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Sales Training [covers 4 things]

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all salespeople need training covers: 1. company polices and practices 2. product info 3. Building relationships with customer firms 4. Professional selling skills

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Compensation Plan [3 Types]

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two basic decisions must be made 1. the level of compensation 2. the method of payment normally sales people earn more than office or production force but less then top management [3 Types] - [Straight Salary] - most security - [Straight Commission] - or incentive - most incentive - [Combination Plan] - most popular

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Sales quota

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-the specific sales or profit objective a salesperson is expected to achieve. -often a salesperson receives a bonus for meeting sales quota

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7 Key Steps in Personal Selling Process

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1. Prospecting 2. Set effort priorities 3. Select Target Consumer 4. Preplan sales call and presentation 5. Make Sales Presentation 6. Close sale 7. Follow up

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Prospecting

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following all the leads in the target market to identify potential customers.

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{3} Types of Sales Presentation

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1. Prepared sales presentation 2. Consultative selling approach 3. Selling formula approach

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{1.} Prepared sales presentation

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-a memorized presentation that is not adapted to each individual customer. -This "canned" approach is often used when the prospective sale is low in value, only a short presentation is possible, or the salesperson is not yet very skilled. -It standardizes the presentation, but suffers from being rigid and treating all customers alike

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Sales presentation

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a salesperson's effort to make a sale or address a customer's problem.

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Close

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the salesperson's request for an order.

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{2.} Consultative selling approach

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-a type of sales presentation in which the salesperson develops a good understanding of the INDIVIDUAL customer's needs before trying to close the sale. -builds on the marketing concept. -After making general opening comments, the salesperson asks the customer questions and listens carefully to the answers to identify unique customer needs.

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{3.}Selling formula approach

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-a sales presentation that starts with a prepared presentation outline—much like the prepared approach—and leads the customer through some logical steps to a final close. -starts with a rehearsed presentation, but moves toward more customer interaction, questioning, and participation during the course of the presentation. The selling formula approach is some of both of the other two approaches

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AIDA

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1. Attention 2. Interest 3. Desire 4. Action

Chapter 14 – Sales – Flashcards

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