Presentation on theme: "Learning Objectives: Chapter 17 Personal Selling and Sales Management"— Presentation transcript:
1 Learning Objectives: Chapter 17 Personal Selling and Sales Management Define personal selling.Explain the roles of personal selling.List the three categories of personal selling.Describe five major personal selling strategies.Explain the steps in the sales process.Describe the seven possible strategies for closing sales.
2 Learning Objectives: Chapter 17 Personal Selling and Sales Management Define sales management and explain its functions.Describe the characteristics of the successful salesperson.Describe the contents and role of the sales plan.Explain the four characteristics of personal selling in the hospitality and travel industry.
3 Definition of Personal Selling Personal selling involves oral conversations, either by telephone or face-to-face, between salespersons and prospective customers.
4 Roles of Personal Selling Identifying decision makers, decision processes, and qualified buyersPromoting to corporate, travel trade, and other groupsGenerating increased sales at the point of purchaseProviding detailed and up-to-date information to the travel tradeMaintaining a personal relationship with key clientsGathering information on competitors’ promotions
5 Three Categories of Personal Selling Field salesTelephone salesInside sales
6 Five Major Personal Selling Strategies Stimulus responseMental statesFormulaNeed satisfactionProblem solving
7 Steps in the Sales Process Prospecting and qualifying prospective customers:Blind prospectingCold calling or canvassingSales blitzLead prospectingPreplanning prior to sales calls:Pre-approachThe approach
8 Steps in the Sales Process Presenting and demonstrating services:Sales presentationDemonstrationHandling objections and questions:Restate the objection“Agree and neutralize” tactic
9 Steps in the Sales Process Closing the sale.Verbal closing cluesNon-verbal closing cluesFollowing up after closing the sale.
10 Seven Possible Strategies for Closing Sales Trial closesAssumptive closeSummary or summary-of-the-benefits closeSpecial concession closeEliminating-the-single-objection or final-concern closeLimited-choice closeDirect-appeal close
11 Definition of Sales Management Sales management is the management of the sales force and personal selling efforts to achieve desired sales objectives.
12 Functions of Sales Management Sales-force staffing and operationsSales planningSales performance evaluation
13 Characteristics of the Successful Salesperson Sales aptitude: The extent of an individual’s ability to perform a given sales job, consisting of mental abilities and personality traits.Skill levels: Skills obtained in personal communication and knowledge of services, obtained through sales training and previous sales and operational experience.
14 Characteristics of the Successful Salesperson Personal characteristics: Demographic profile, psychographic and lifestyle characteristics, physical appearance and traits.
15 Contents of the Sales Plan Sales objectivesSales activitiesSales budget
16 Roles of the Sales Plan Preparing sales forecasts Developing sales department budgetsAssigning sales territories and quotas
17 Four Characteristics of Personal Selling in Hospitality and Travel Importance of personal selling variesInside selling closely related to service levelsNo generally accepted qualifications for industry sales positionsImportance of missionary sales work