1. Personal Selling of Industrial Products
Anand G Khanna

2. SALES & MARKETING
Purpose of organization is only one i.e to create / identify and satisfy the customers. We exist only for customers. The rest is process.
Two functions generate revenue – Sales and Innovation. All other are costs.
Business purpose is to meet the requirements of customer and delivery of satisfaction. The delight to the customer should be the ultimate endeavor of the organization.

3. SALES & MARKETING
Goals are attained by being result oriented and not merely activity oriented. Non directed activity keeps busy but do not give results.
Effectiveness is doing the right things and Efficiency is doing things rightly. The former is essential as a Marketing activity and latter is selling activity.
Marketing is preoccupying with the future and Sales and Selling is with current scenario.

4. SALES & MARKETING
The dimension of Marketing tasks are : New product, Market Analysis, Competitor Analysis, Technical Up gradation, Brand Management, New Opportunities, Promotion Concept, Sales Support, Training and Development, CRM, Interacting with CFTS (Cross functional team support) and Customer Financing.
The dimension of Selling tasks are : Marketing Intelligence, Customer Contact, Pre tendering and selling activity, Selling and Negotiations, Sales Management, Order Management, Offer Follow Up, Relationship Management, Order execution and Payment realization, After sales service and Complaint management.

5. SALES & MARKETING
The broad task of Sales Person are : Prospecting - searching for prospects or leads, Targeting - deciding how to allocate their time among prospects and customers, Communicating benefits to derive edge for the product and services, Selling - approaching, presenting, answering and closing the sales, Servicing - providing various services to the customers – consulting in problems, rendering technical assistance, Information gathering – conducting market research and doing intelligence work., Allocating, deciding which customer would get what during shortages..
The traits of a successful Sales Person are : Risk taking, powerful sense of mission, problem solving bent, care for customer, careful planning, habitual wooer, compulsive need to win, high level of energy, abundance of self confidence, chronic hunger for money, state of mind that regard each objection, resistance or obstacle as a challenge.

6. SALES & MARKETING Your Journey begins Business Cards
How does a person, business, or organization adequately describe themselves in a 3.5 x 2 inch space?
One of the first things you must have done on joining is get a card printed
Brochure Describing a Place or Organization (Informs, Educates, Persuades)

7. PERCEPTIONS ABOUT SELLING
“Sales people are born and not made.”
“Sales people must be good talkers.”
“Selling is a matter of knowing the right techniques or tricks.”
“A good salesperson can sell ice to an Eskimo.”
“People generally do not want to buy.”

8. TRAITS OF “WINNING SALES PEOPLE”
Desire to succeed
Continually seek self-improvement
Accept responsibility
Have mental toughness

9. SELLING PROCESS
PRE-TRANSACTIONAL PHASE (Prospecting, Qualifying, Precall Planning)
TRANSACTIONAL PHASE (Approach, Needs Discovery, Presentation, Handling Objections, Closing)
POST-TRANSACTIONAL PHASE (Service and Follow-up)

10. The Sales Process Identifying Needs Identifying Needs
Prospecting/ Qualifying
Preapproach / Planning
Identifying Needs
Identifying Needs
Approach
Presentation
Handling Objections
Closing the Sale
Follow up

11. Typical Sales Cycle: Tasks Performed Throughout the Sales Process
Lead Generation
Triggered by a sales call, by a customer’s response to direct mail, or by a request for information through a Web site, an initial contact with a prospect is made.
Lead Qualification
Potential customer is screened: the prospect’s need for the product or service, buying interest, funding, and timeframe for making the purchase.
Bid and Proposal
Preparation of bid and proposal to meet customer’s requirements (a complex task for large technical projects)
Negotiations and Sales Closure
The negotiation of prices, terms, and conditions, followed by agreement on a binding contract.
Fulfillment
For standardized product or service, delivery of offering to customer. Configuration, customization, and installation for more complex sales.
Customer Care and Support
Post-sale problem resolution, customer guidance, and ongoing contact to ensure customer retention, loyalty, and growth.
SOURCE: Adapted from Lawrence G. Friedman, Go To Market Strategy: Advanced Techniques and Tools for Selling More Products, To More Customer, More Profitably (Boston: Butterworth-Heinemann, 2002), pp

12. SELLING PROCESS Prospecting External Sources Internal Sources
Direct Inquiries
Referrals
Directories
Cold Canvassing
Internal Sources
Order lists
List of organizations / persons who approached thr company for as a Channel partner
List of persons who attended meetings (Influencers)

13. SELLING PROCESS Qualifying
Qualified Customers have a need, have the authority to buy, and can afford to buy

14. SELLING PROCESS Precall Planning What do I want to accomplish?
What do I know about the prospect?
Where can I find information?
What am I going to say?

15. SELLING PROCESS Precall Planning--”What do I want to accomplish?”
determine information on historical inventory levels.
determine who is involved in the purchasing decision.
arrange for a follow-up meeting
agreement to a order / or trial-run purchase

16. SELLING PROCESS Precall Planning--”What do I know about the prospect?”
Size of business/products sold/markets served
Key personnel
Buying routines/purchasing process
Present supplier(s)/volumes purchased
Future plans

17. SELLING PROCESS Precall Planning--”Where can I find information?”
Ask prospect directly
Observe business facilities
Ask other company salespeople
Ask current customers
Ask competitors

18. SELLING PROCESS Precall Planning--”What am I going to say?”
The Sales Mix Model
Presentation Pace
Presentation Scope
Two-way Communication

19. SELLING PROCESS The Approach Securing Appointments
Establishing Rapport

20. SELLING PROCESS “Why is the approach important?”
It can help capture the buyer’s attention
It can help to establish a harmonious atmosphere
It serves as a good transition to the presentation
It can help in need determination

21. PERSONAL SELLING PROCESS
The Approach
Types of Approaches
Introductory Approach
Product Approach
Consumer Benefit Approach

22. PERSONAL SELLING PROCESS
The Presentation
Focus on Benefits, not just Features
Keep it Simple
Talk the Prospect’s Language
Stress on the Application
Get the Prospect Emotionally Involved
Seek Credibility

23. Handling customer objections
Suggested by SMITH
Start with your highest expectations
Avoid conceding first
BE sure the customer understands the VALUE of a concession
Make concessions in small amounts
Admit mistakes and make corrections willingly
BE prepared to withdraw a concession
Avoid ‘split the difference’ strategy
Do not advertise willingness to concede

24. Selling skills Selling Skills Effective communication skills
Problem solving skills
Selling Skills
Listening Skills
(Questioning Skills)
Negotiation and bargaining skills
Conflict management and resolution skills

25. Communication process
Managing body language:
Personal Appearance
Posture
Gestures
Facial Expressions
Eye Contact
Space Distancing

26. Process of listening Attendance Interpretation Remembrance Evaluations
Response Action

27. Levels of listening Feedback Paraphrasing Clarifications
Emphatic listening
Active Listening
Barriers to Listening !

28. Negotiation skills Situation and timing for negotiations
Formulation for a bargaining strategy
The theory and strategy of principle
negotiations
separate the people from the problem
focus on interests, not on positions
invent options for mutual gains
insist on objective criteria

29. Problem solving skills
Habit I: be proactive
Habit 2: begin with an end in mind
Habit 3: put first things first
Habit 4: think win–win
Habit 5: seek first to understand, then to be understood
Habit 6: synergize
Habit 7: renewal

30. Problem solving process
Define the problem
Generate alternative solutions
Decide the solution
Implement the solution
Evaluate the solution

31. Six Cylinders of Selling
External Factors of a Company
Economy
Industry
Product
Market
Internal Determinants for a Company
Selling Skills
Attitude

32. Contact
Prof . Anand G Khanna Marketing Management Area Chairman (MDP & Consulting) Institute of Management Technology Raj Nagar, Ghaziabad ( UP ) Tel : Mob :