Académique Documents
Professionnel Documents
Culture Documents
Management
Represent the
Company to
Customers to Produce
Company Profit
Sales Force
Serves as a Critical Link
Between a Company and its Customers Since They:
Represent Customers
to
the Company to
Produce Customer
Satisfaction
Characteristics of Personal Selling
Order taking
• Routine
– writing up orders
– checking invoices
– assuring prompt order
processing
• Suggestive selling
Personal Selling Tasks
Order getting
• Seeking out
customers
• Creative selling
• Pioneering
• Account management
Personal Selling Tasks
• Missionary
– Detailer
– Goodwill
– “Closers”
• Cross-functional
• Account service rep
Some Traits of Good Salespeople
Steps
Steps in
in the
the Selling
Selling Process
Process
Learning
LearningAsAsMuch
MuchAsAsPossible
Possible
Step
Step 2.
2. Pre-approach
Pre-approach About
AboutaaProspective
ProspectiveCustomer
Customer
Before
BeforeMaking
MakingaaSales
SalesCall.
Call.
Knowing
KnowingHowHowtotoMeet
Meetthe
theBuyer
Buyer
Step
Step3.
3. Approach
Approach to
toGet
Getthe
theRelationship
RelationshipOff
Off
totoaaGood
GoodStart.
Start.
Telling
Tellingthe
theProduct
Product“Story”
“Story”
Step
Step4.
4.Presentation/
Presentation/ to
tothe
theBuyer,
Buyer,and
andShowing
Showingthe
the
Demonstration
Demonstration Product
ProductBenefits.
Benefits.
Steps
Steps in
in the
the Selling
Selling Process
Process
Seeking Out, Clarifying,
Step and Overcoming
Step5.
5. Handling
HandlingObjections
Objections Customer Objections to
Buying.
Find ’em
Find ’em
Grab ‘em
Grab ‘em
Show ‘em
Show ‘em
Answer ‘em
Answer ‘em
Sell ‘em
Sell ‘em
Keep ‘em
Keep ‘em
Creative Selling Process
Identify
Identify and
and Qualifying
Qualifying
Prospects
Prospects
•• Prospecting:
Prospecting: Identifying
Identifying
likely
likely new
new customers
customers
–– Leads
Leads
•• Qualifying:
Qualifying: Evaluating
Evaluating aa
prospect’s
prospect’s potential
potential
Creative Selling Process
Approaching
Approaching the the Prospect
Prospect
•• Contact
Contact
•• Rapport
Rapport
•• “Only
“Only one
one chance
chance toto
make
make aa first
first impression”
impression”
Creative Selling Process
Sales
Sales Presentation
Presentation
•• Persuasive
Persuasive
communication
communication
•• Attention
Attention
•• Interest
Interest
•• Desire
Desire
•• “Tell
“Tell the
the product’s
product’s story”
story”
Creative Selling Process
Handling
Handling Objections
Objections
–– Questions
Questions
–– Reservations
Reservations
•• Understand
Understand Concern
Concern
•• Counterarguments
Counterarguments
•• Acknowledge
Acknowledge concern
concern
•• Clues
Clues to
to process
process
Creative Selling Process
Closing
Closing the
the Sale
Sale
•• Closing
Closing signals
signals
•• Trial
Trial close
close
•• Ask
Ask for
for the
the sale
sale
Creative Selling Process
Following
Following Up
Up
•• Commitments
Commitments met
met
–– Shipment
Shipment
–– Performance
Performance
•• Reinforce
Reinforce relationship
relationship
•• Satisfied
Satisfied customers
customers
rebuy
rebuy && recommend
recommend
Sales Management
Setting Organizing
objectives Planning Organizing activities
Recruit,
Motivate, select,
evaluate, train,
& control develop,
Controlling Directing
manage, &
motivate
Organizing Sales Activities
Sales
Sales Territor
Territory:
y:
•• Geographic
Geographic divisions
divisions
•• Customer
Customer types
types
•• Product
Product lines
lines
•• Selling
Selling task
task
Geographic Division
Vice-President
Marketing
Vice-President
Sales
Vice-President
Sales
Straight
salary or
wage
Salary plus Straight
commission commission
Quota-bonus Commission
plan with draw
Evaluation and Control
• Required reports
• Measurement against
plan or sales
standards
• Expense control
• Productivity
• New account
development
Ethical Issues
• Kickbacks, bribes and
“gifts”
• Price discrimination
• Cheating on expense
accounts
• Misrepresentation
Distribution Channel Design
and Management
Distribution’s Function
• The major purpose of marketing is to satisfy
human needs by delivering products of various
types to buyers when and where they want them
and at a reasonable cost.
• The “when and where” is the function of
Distribution
What is a Distribution Channel?
P C
R O
O N
D S
U DISTRIBUTION U
C M
E E
R R
Distribution
Distribution Channel
Channel
Functions
Functions
Information
Information
Transfer
Transfer Communication
Communication
Payments
Payments Negotiation
Negotiation
Physical
Physical
Distribution
Distribution Ordering
Ordering
Risk
Risk Taking
Taking Financing
Financing
Typical Channels of Distribution
ANUFACTURE ONSUME
R R
GENT
ETAILER
HOLESALER
Business-to-Business Channels
Direct
Wholesaler
Agent
Business-to-Business Channel Trends
Manufacturer
Manufacturer
Wholesaler
Wholesaler
Retailer Retailer
Consumer Consumer
Types
Types of
of Vertical
Vertical Marketing
Marketing Systems
Systems
Corporate
Corporate
Common
Common Ownership
Ownership at at Different
Different
Levels
Levels of
of the
the Channel
Channel
Administered
Administered
Leadership
Leadership is
is Assumed
Assumed by
by One
One or
or
aa Few
Few Dominant
Dominant Members
Members
Contractual
Contractual
Contractual
Contractual Agreement
Agreement Among
Among
Channel
Channel Members
Members
Vertical Marketing Systems
Intensive
Intensive
Distribution
Distribution
Exclusive
Exclusive Distribution
Distribution Distribution
Distribution Intensity
Intensity
Selective
Selective
Distribution
Distribution
Intensive Distribution
Producer
Seeks
Seeks to
to obtain
obtain Retailer Retailer Retailer
maximum
maximum product
product Retailer Retailer Retailer
exposure
exposure at at the
the
Retailer Retailer Retailer
retail
retail level
level
Retailer Retailer Retailer
Producer
Product
Product is is sold
sold Retailer Retailer Retailer
in
in aa limited
limited
number
number of of Retailer Retailer Retailer
outlets
outlets
Exclusive Distribution
Producer
Product
Product is
is sold
sold in
in
only
only one
one outlet
outlet in
in
Retailer
aa given
given area
area
Developing Distribution Tactics
Selecting
Selecting Channel
Channel Partners
Partners
Managing
Managing the
the Channel
Channel of
of Distribution
Distribution
Channel
ChannelLeader
LeaderPower
Power
Reward
Reward or
or
Economic
Economic Legitimate
Legitimate Coercive
Coercive
Power
Power Power
Power Power
Power
Distribution
Distribution Channels
Channels &
& the
the Marketing
Marketing Mix
Mix
Physical Distribution
Inventory
Inventory Order
Control OrderProcessing
Processing
Control Received
Received
When
Whento
toorder
order Processed
How Processed
Howmuch
muchto
toorder
order Shipped
Shipped
Physical
Distribution
Transportation Functions Warehousing
Warehousing
Rail, Water, Number
NumberNeeded
Needed
Trucks, Air, Where
Where
Pipeline, Internet What
WhatType
Type
Materials
MaterialsHandling
Handling
Moving
MovingProducts
ProductsInto,
Into,
Within,
Within,and
and
Out
Outof
ofWarehouses
Warehouses
Transportation Modes
Rail
Rail
Cost-effective
Cost-effectivefor
forshipping
shippingbulk
bulkproducts,
products,
piggy-back,
piggy-back,fishyback,
fishyback,birdyback.
birdyback.
Water
Water
Low
Lowcost
costfor
forshipping
shippingbulky,
bulky,low-value,
low-value,
non
nonperishable
perishablegoods,
goods,slowest
slowestform.
form.
Truck
Truck
Most
Mostimportant
importantcarrier
carrierfor
forconsumer
consumer
goods,
goods,flexible.
flexible.
Air
Air
High
Highcost,
cost,ideal
idealwhen
whenspeed
speedisisneeded
neededor
or
distant markets have to be reached
distant markets have to be reached
Pipeline
Pipeline
Carry
Carrypetroleum
petroleumbased
basedproducts,
products,
very
verylow
lowcost,
cost,requires
requireslittle
littleenergy.
energy.
Internet
Internet
Web
Websites
siteshave
haveproducts
productsavailable,
available,used
used
especially
especiallyfor
forservices.
services.
Channel Relationships
• Cooperation
• Conflict
• Power
– Coercive
– Expert
– Legitimate
Decision Making Framework
Prospects of Importance of threatened
Destructive channel in terms of current or potential
Conflict volume or profitability
High Low
High (FIRE) Act to avert or address Allow threatened
conflict channel to decline
One thousand
retailers