PLAN AND IMPLEMENT SALES ACTIVITIES

PLAN AND IMPLEMENT SALES ACTIVITIES
D1.HSM.CL5.02 D2TTO.CL4.17 D2.TCS.CL5.18 Trainer welcomes students to class.

Subject elements This unit comprises five Elements:
Identify the context for sales activities Plan sales activities Prepare for sales calls Make sales calls Evaluate sales activities Trainer advises this Unit comprises four Elements, as listed on the slide explaining: • Each Element comprises a number of Performance Criteria which will be identified throughout the class and explained in detail • Trainees can obtain more detail from their Trainee Manual • At times the course presents advice and information about various protocols but where their workplace requirements differ to what is presented, the workplace practices and standards, as well as policies and procedures must be observed.

Assessment Assessment for this unit may include: Oral questions
Written questions Work projects Workplace observation of practical skills Practical exercises Formal report from supervisor Trainer advises that assessment for this Unit may take several forms all of which are aimed at verifying they have achieved competency for the Unit as required. Trainer indicates the methods of assessment that will be applied to them for this Unit.

Element 1: Identify the context for sales activities
Introduce topic. Class Activity – General Discussion Ask general questions: What are examples of sales activities? What are factors that influence sales activities?

Identify the context for sales activities
Performance Criteria for this Element are: Describe the sales objectives of relevant internal documents Identify relevant organisational policies and procedures Determine the key performance indicators to evaluate sales performance Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Planning sales activities
Manager’s role in sales activities planning Allocate accounts or geographical areas to members of the sales team Identifying sales objectives Set sales targets Establish sales procedures for the sales team to follow Set guidelines to allow flexibility and decision-making by the sales team Determine the key performance indicators to evaluate sales performance Class Activity – Discussion & Review SOP Ask general questions: What activities are associated with each of these activities? Review Job Descriptions of Sales management and staff

Allocating accounts Allocating accounts / geographical areas
Products or services Industry Class Activity – Discussion Ask general questions: In a tourism organisation, provide examples of when each would be beneficial

Identify sales objectives
Types of sales objectives Sales objectives may be related to: Market share Turnover Profit Units sold Percentage growth Ratio of enquiries converted to sales Number of sales-related enquiries received Specific products and/or services Nominated periods of the year Class Activity – Discussion & Identify sales objectives Ask general questions: What are examples of each? For a specific tourism or hospitality organisation, identify 5 sales objectives you would like staff to achieve?

Setting sales targets Purpose of sales targets
Sales targets are important, as they can be used for: Measuring and controlling sales performance Motivating sales staff by linking the sales targets to compensation plans Identifying the strengths and weaknesses of the company Class Activity – Discussion Ask general questions: How can they be measured?

Setting sales targets Sales targets activities
Set long and short term targets Involve your sales team They must be ‘SMART’ Review past sales figures Forecast the sales for your organisation’s products services Discuss with your sales team Class Activity – Discussion Ask general questions: What does SMART stand for? For the 5 sales objectives identified previously, make them SMART target.

Sales policies and procedures
Identify organisational sales policies and procedures Approved selling approaches and techniques Recommended techniques for approaching and closing a sale Allowable types and styles of advertising campaigns Specified target markets including niche markets Media to be used for advertising Promotional approaches Public relations initiatives Scopes of authority Price-related issues Class Activity – Discussion Ask general questions: Discuss the importance of these policies and procedures? How can staff be informed of these?

Sales guidelines Set guidelines for flexibility and decision-making
Sales guidelines are also necessary to provide sales staff with some flexibility to make their own decisions on matters such as: Amount of discounts to grant to customers Credit terms to extend to customers Refunding a sale Class Activity – Discussion Ask general questions: What other guidelines could you introduce?

Determine key performance indicators
Key performance indicators will include: Sales objectives Impact on service levels and customer satisfaction levels Consideration of the intangible elements Relevant timelines and milestones Return in investment of monies spent on sales activities Relevant success rates The contribution made by joint venture arrangements and agency affiliations Class Activity – Discussion Ask general questions: Discuss the importance of these points

Element 2: Plan sales activities
Introduce topic. Class Activity – General Discussion Ask general questions: What are examples of sales activities?

Plan sales activities Performance Criteria for this Element are:
Plan and schedule sales activities for existing and potential customers in accordance with relevant internal documents and or system Identify, analyse and incorporate appropriate host enterprise, customer and market information to be included into the sales planning process Source prospects and create prospect profiles Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Plan sales activities Performance Criteria for this Element are:
Estimate potential revenue based on analysis of information captured in consultation with appropriate colleagues Plan activities to maximise opportunities to meet required sales performance targets Establish practical sales call patterns based on analysis of all relevant customer and market information Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Identify sales information
Importance of sales related information when planning sales When deciding on a sales strategy for an organisation it is important to ensure that all relevant information is at hand, accurate and evaluated: What information would you like to have? Where can you get it? Class Activity – Discussion Ask general questions: Discuss the questions in the slide.

Internal sales information
Internal documents and information Business plans Strategic plans Marketing plans Departmental operational plans Budget reports and financial statements Reviews of previous marketing and sales-related activities Customer feedback Class Activity – Show types of documents Ask general questions: For each of these points, the trainer should handout examples of documents and information.

Marketing objectives, strategies, tactics Product/service/brand strategies New products/services strategy Pricing strategies Placement, logistics and distribution of services strategies Promotional strategies – marketing communications strategy Media advertising and public relations strategy Class Activity – Show types of documents Ask general questions: For each of these points, the trainer should handout examples of documents and information.

Marketing objectives, strategies, tactics Sales promotions strategy Direct marketing tools and technology Personal selling and sales management strategy Positioning strategies People and processes – customer relationships and service delivery Class Activity – Show types of documents Ask general questions: For each of these points, the trainer should handout examples of documents and information.

Sales policies Meeting and greeting the customer Selling techniques Meeting buying objections Identification of selling and promotional techniques, strategies, promotions and approaches Class Activity – Show types of documents Ask general questions: For each of these points, the trainer should handout examples of documents and information.

Sales policies Identification of incentives Persons to promote or make sales Conduct of sales staff Classification of individual sales staff roles, responsibilities and limits Class Activity – Show types of documents Ask general questions: For each of these points, the trainer should handout examples of documents and information.

Types of sales related information The types of information that can help facilitate the sales planning process includes that relating to: General sales information Customers The market in general Class Activity – Discussion Ask general questions: What are examples of information in each category?

General sales information Sales and marketing reports Financial statistics Market trends Competitive activity Consideration of new and/or revised products and services State of the economy Class Activity – Show types of documents Ask general questions: For each of these points, the trainer should handout examples of documents and information.

Customer information Demographics Geographies Psychographics characteristics Socioeconomic characteristics Class Activity – Show types of documents Ask general questions: For each of these points, the trainer should handout examples of documents and information.

Market information General market information Environmental trends Competitors Class Activity – Show types of documents Ask general questions: For each of these points, the trainer should handout examples of documents and information.

Source prospects Building a customer base
Whilst an organisation will have an established base of existing customers some key aims of a sales initiative is to ensure: The existing customer base is appropriate If so, how to expand this base Explore ways to get them to spend more money or increase repeat business If the current customer base is not appropriate, identify other market segments in which to aim sales initiatives Class Activity – Questions and identification of different types of customers Ask general questions: How can you build a customer base? How can you determine whether a customer base is ‘appropriate’ for the future? Trainer to identify different types of customers to a tourism and hospitality organisation.

Source prospects Sourcing customer prosects
Source new customer prospects may include, but certainly not limited to: Proactively seeking out prospective customers Reviewing the buying history of previous customers Asking existing customers for referrals Class Activity – Questions Ask general questions: How else can you source new customers?

Source prospects Creating customer profiles
Ways to create customer profiles include: Using internet websites to capture prospects information Conducting an in-house or external activity/competition to capture information about prospective customers Generating files for potential customers Class Activity – Questions and show examples of customer profiles Ask general questions: What information would you like to include in customer profiles? Trainer to show examples of customer profiles

Estimate potential revenue
Estimating sales driven revenue Most business planning is based around creating and increasing revenue and profit margins. This is also true when it comes to sales planning An important part of sales planning is trying to determine potential revenue that can be generated by different sales initiatives Class Activity – Questions Ask general questions: How can you determine revenue?

Types of appropriate colleagues Appropriate colleagues to consult may include: Supervisors, managers and owners Accounts department Sales and marketing department Frontline sales staff Any customer contact staff External marketing consultants Representatives from head office and other organisations Class Activity – Questions Ask general questions: What information can each of these prove to help determine revenue?

Techniques to estimate potential revenue Using various modelling techniques Addressing a variety of price points for sales Selling price reductions Packages and specials Time-limited offers Offers made only to a selected band of customers Increasing prices Value-adding to existing products and services Viable changes to the ‘4Ps of marketing’ Undertaking focused market research Class Activity – Questions Ask general questions: Trainer to demonstrate different models and their impact on revenue

Yield Management Principles To optimise sales, many organisations today, particularly those in the hospitality industry are practising revenue (yield) management to help reach their goals. What is the concept of yield management? Class Activity – Questions Ask general questions: Trainer to demonstrate yield management, providing examples of organisations that use this principle (e.g. airlines, hotels)

Forecasting demand Timeseries analysis By analysing past sales over time to identify trend, cycle, season and erratic occurrence, we are able to produce a realistic and reasonably accurate forecast of our sales for the next period: Trend Cycle Season Erratic events Class Activity – Questions Ask general questions: Trainer to demonstrate time series analysis.

Forecasting demand Estimating demand on a daily or weekly basis Predicting cancellations and no-shows Estimating demand for: Different customer segments Promotional activities and events Seasonal periods Class Activity – Questions Ask general questions: How else can you forecast demand?

Sales maximisation activities
Opportunities to maximise sales There are many activities that can be used to maximise sales opportunities in reaching desired targets Some of these activities may be direct sales promotions or initiatives or can also include activities designed to develop staff involving in the selling process Class Activity – Questions Ask general questions: How can you maximise sales?

Identify targets Profit Number of people served Customer satisfaction levels Product quality issues Value Speed of service Complaints and compliments Class Activity – Questions Ask general questions: What are other possible targets?

Other activities Provide training to improve selling skills Provide coaching Provide necessary support Implementing appropriate compensation plan Class Activity – Questions Ask general questions: What is the purpose of each? What activities or factors are associated with each?

Identify selling situations In terms of sales, selling situations may involve any or all of the following: Face-to-face, one-to-one sales situations Face-to-face, group sales situations Telephone Sales advice and requests made via the fax machine Internet sales Referral business Class Activity – Questions Ask general questions: Which methods are the most important in a tourism organisation? What are common sales received for each of these types?

Identify sales related activities Advertising Promotions Entering into new markets Adding new products and services to the sales menu Public relations Direct selling Joint promotions Consideration of individual activities and team/departmental activities Class Activity – Questions Ask general questions: Which methods are the most important in a tourism organisation? What are common sales received for each of these types?

Establish sales call patterns
Identify sales related activities Once sales strategies and approaches have been determined it is now time to identify the timing of sales initiatives to ensure they are conducted at appropriate times and in effective intervals Class Activity – Questions Ask general questions: What are considerations when deciding on sales call patterns?

Impacts on sales call patterns Specific sales and revenue targets Call intensity required Geographic considerations and restraints Current organisation priorities Need for administration and reporting time Class Activity – Questions Ask general questions: How do they impact on sales call patterns?

Activities to establish sales call patterns Identifying hot and cold prospects Sharing the calls equitably amongst sales staff Allocating the most relevant sales personnel to nominated prospects Scheduling calls Placing appropriate staff on roster Class Activity – Questions Ask general questions: Discuss the importance and activities associated with each of these points.

Activities to establish sales call patterns Determining or clarifying sales and revenue targets Determining level of call intensity required Considering relevant geographic constraints and factors Aligning with current host enterprise priorities Accommodating the needs for administration activities and reporting functions Class Activity – Questions Ask general questions: Discuss the importance and activities associated with each of these points.

Element 3: Prepare for sales calls
Introduce topic. Class Activity – General Discussion Ask general questions: What is the purpose of sales calls? What needs to be prepared before these calls can be made?

Prepare for sales calls
Performance Criteria for this Element are: Make sales call appointments in advance where appropriate Develop sales call strategies and tactics Gather specific information and support materials to support individual sales calls Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Importance of ‘initial contact’ with customers Before a sales call is to be made, it is important to book sales call appointments in advance Whilst this may seem like a simple task, the importance of this activity is significant as in many cases it may be the first contact between an organisation and its target audience Class Activity – Questions Ask general questions: Explain the importance of this ‘initial contact’ with customers.

Preparation activities Collecting contact details Identify the desired person Reaching the actual person or a dedicated assistant responsible for booking sales calls Introducing yourself and your organisation Explaining why a further sales call is important or beneficial to the recipient Trying to book the sales call at all Class Activity – Questions Ask general questions: Explain the purpose of these points.

Benefits of making sales call appointments for recipients What are the benefits for: Customers? Sales persons? Class Activity – Questions Ask general questions: Discuss questions in the slide.

Activities when making sales call appointments Contacting prospects, including by , telephone or in person Determining the best time to make the sales call Advising prospect about the content and duration of the sales call Offering to send pre-sales call information for the prospect to read/consider Confirming contact details Class Activity – Questions Ask general questions: Explain the purpose and importance of these points.

Develop sales call strategies
Importance of sales call strategies Now that sales call appointments have been made, the focus is now on preparing a strategy for the call itself There must be a desired ‘plan of attack’ and desired outcome for each and every sales call Class Activity – Questions Ask general questions: What must be considered when developing sales call strategies?

Develop sales call strategies
Sales call strategies and tactics Basing approaches on market knowledge, current sales focus and consultation with appropriate colleagues Factoring in availability of products and services to be sold Focusing on specific products or offers Reviewing customer sales history Assessing current sales figures for nominated periods Meeting activities undertaken by competitors Class Activity – Questions Ask general questions: Discuss the importance of these sales call strategies

Prepare resources Types of resources Physical resources may include:
Telephone or computer Headset Pen and paper Quiet location or physical space to make calls Stationery Class Activity – Questions Ask general questions: What is needed for ‘face to face’ sales calls?

Prepare resources Types of information and support materials
Company profile Brochures Tariff sheets Other handouts and flyers Sales targets and customers’ feedback Call sheets Standard contracts Class Activity – Questions Ask general questions: What information is contained within these materials?

Prepare resources Types of information and support materials
Proposal and reporting forms Any other organisation’s standard forms / documents Third party materials Internet information and hard copy downloads Electronic updates to existing materials and information Display materials Samples, give-a-ways and incentive materials Class Activity – Questions Ask general questions: What information is contained within these materials?

Element 4: Make sales calls
Introduce topic. Class Activity – General Discussion Ask general questions: What are procedures or guidelines to follow when making sales calls? What are important elements of sales calls?

Make sales calls Performance Criteria for this Element are:
Call on prospects in accordance with call schedules Build relationship and rapport with prospect Develop prospect trust and confidence Identify and resolve customer purchasing issues Use selling techniques to optimise sales opportunities and meet/exceed sales targets Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Make sales calls Performance Criteria for this Element are:
Provide information on product features and benefits in accordance with host enterprise policies and procedures Encourage feedback from prospects and customers Seek market information from prospects and customers Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Making sales calls This stage is one of the most crucial when it comes to executing sales planning activities It doesn’t matter how much planning and researching you have done if the initial call is not professional You never get a second chance to make a good first impression Class Activity – Questions Ask general questions: How can you make a good first impression?

Making sales calls You are the business
On the phone or in person you are the business It is important for every person who make a sales behalf of the business to understand they are the business Class Activity – Questions Ask general questions: How can you ensure sales calls are successful?

Making sales calls Activities when calling prospects
Reviewing previous call history Ensuring promised information has been researched and is available Ensuring promised materials are ready for distribution Checking personal appearance and grooming Class Activity – Questions Ask general questions: Discuss the purpose of these points.

Making sales calls Activities when calling prospects
Listing personal whereabouts on host enterprise board Calling ahead to remind prospect Ensuring punctuality Determining in advance the sales approach to be used Class Activity – Questions Ask general questions: Discuss the purpose of these points.

Making sales calls Establish clearly the purpose of the call prior to calling Before making a call you need to: Establish the purpose of the call Determine who you need to speak to Have all relevant information at your fingertips Make sure you have a pen and paper handy Class Activity – Questions Ask general questions: Discuss the purpose of these points.

Making sales calls Communicate clearly your name, company and reason for calling When the other party answers your call the first thing to do is clearly: State your name Identify the business you represent Advise them of the reason for your call Class Activity – Questions & Role Play Ask general questions: Discuss the purpose of these points. Trainer to get audience to practise making sales call introductions.

Build relationships with customers
Building relationships Now that the initial introduction has been made, it is important that you are able to: Show respect for the prospect Use appropriate communication styles when making calls Start to build relationships with callers Class Activity – Questions Ask general questions: How can you do this?

Interpersonal communication styles Use the caller’s name if know Speak at a normal volume Talk at a normal rate Use proper English Avoid using industry terms or establishment-specific terminology Eliminate any background noise as far as possible Talk directly into the phone, headpiece or mouthpiece Pronounce your words correctly Class Activity – Questions Ask general questions: Discuss the importance of these points

Interpersonal communication styles Spell any words or terms that you can realistically will be unfamiliar with to the caller Be careful how you put the phone down when you are talking to the caller Never talk to a third party while you are on the phone to a caller Ask the caller if you can help them in any other way before hanging up Thank the caller for the call, where appropriate Let the caller hang up before you do Class Activity – Questions Ask general questions: Discuss the importance of these points

Be polite and courteous at all times Always say ‘please’ when asking for something Always say ‘thank you’ when they have provided information or assistance that was required Make mention of your appreciation of any special effort they have made on your behalf Always remain a professional Never run down a third party to the person you are speaking to Class Activity – Questions Ask general questions: Discuss the importance of these points

Ways to build relationship and rapport Using effective interpersonal skills Using the customer’s name Demonstrating respect for the prospect Re-scheduling the call if required by the customer Understanding the needs, wants and preferences of the customer Class Activity – Questions Ask general questions: Discuss the importance of these points

Ways to build relationship and rapport Explaining and illustrating the capacity and capability of the host enterprise Using appropriate verbal and non-verbal communication skills and techniques Demonstrating a willingness to be of service Thanking the customer for their time Class Activity – Questions Ask general questions: Discuss the importance of these points

Develop trust and confidence
Develop prospect trust and confidence Demonstrating personal and professional integrity Telling the truth, including informing the customer about the negative aspects of a product and/or service being sold Mentioning limitations of products and services Refraining from exaggerating a product or service Being prepared to lose a sale rather than telling an untruth Refraining from criticising the opposition Class Activity – Questions Ask general questions: Discuss the importance of these points

Identify and resolve customer problems and complaints
What are examples of customer problems or complaints? How can you identify them? Why is it important to resolve them quickly? What are ways to resolve them? Class Activity – Questions Ask general questions: Discuss the questions in this slide.

Identify and resolve customer purchasing issues Presenting a business proposal to the customer, where appropriate Explaining the benefits of the products and/or services being promoted Highlighting the advantages of purchasing products and services from the company Describing how the proposed products and services meets identified customer needs, wants and preferences Adhering to pre-prepared sales spiel Class Activity – Questions Ask general questions: Discuss these points.

Handling complaints Listen to understand Ask questions Offer apology Take action to solve and communicate Remain courteous Class Activity – Role play ACTIVITY Trainer to get audience to practice how to resolve customer complaints.

Can’t provide an answer Apologise Ask the caller if you can make some enquiries yourself and get back to them Take their details and details of the question or complaint Thank them for their call Find out the required answers Phone them back Class Activity – Questions Ask general questions: What do you do if you still can’t find the answer to the complaint or problem?

Use selling techniques
Sales knowledge, skills and attitudes Extensive knowledge of the organisation’s products / services and the business environment it is operating in Sales techniques such as customer service, up-selling or add-on selling Effective communication skills Proper attitude such as being positive and self-motivated Class Activity – Questions Ask general questions: What other skill sets would be beneficial for sales staff?

Basic sales techniques The best way to encourage customers to use and buy products and services is to promote them according to a few simple guidelines: Don’t try encouraging customers to purchase something they don’t want Encourage customer to purchase something they may want Class Activity – Questions Ask general questions: Why is this important? How can you find out what ‘the customer wants’?

Basic sales techniques Identify reason for purchase Working out who will make the actual and final purchase decision Provide options and alternatives Put the purchase into context Be sure to mention any benefits that apply ‘now’ Promote the value-adding aspects of the sale Ask lots of ‘open’ questions Class Activity –Role Play ROLE PLAY Trainer to get audience to practice using sales techniques

Types of selling techniques Offering bonuses and incentives, including the use of give-a-ways Creating packages to add value to the business Change terms and conditions, where practical, to better suit customer needs/preferences Recognising opportunities for making additional sales Class Activity –Role Play ROLE PLAY Trainer to get audience to practice using sales techniques

Types of selling techniques Advising customer of complementary products or services according to customer's identified need (s) Demonstrating the ability to make add on sales, to up- sell, to use suggestive selling techniques and to use other approaches to maximising sales Demonstrating the ability to be an order maker and not just an order taker Complying with enterprise policies in relation to selling Class Activity –Role Play ROLE PLAY Trainer to get audience to practice using sales techniques

Up-selling This is also known as add-on selling Up-selling is just simply a way to get your customers to spend more money on your organisation’s products or services Class Activity –Role Play ROLE PLAY Trainer to get audience to practice using up-selling techniques

Overcoming buying objections Identifying and accepting customer objections Categorising objections into price, time, product/service characteristics Offering solutions according to enterprise policies Applying problem solving to overcome customer objections Using the ‘feel-felt-found’ approach. Class Activity –Role Play ROLE PLAY Trainer to get audience to practice overcoming buying objections

Closing the sale Monitoring, identifying and responding appropriately to customer buying signals Encouraging customers to make purchase decisions through the use of appropriate and acceptable verbal and non-verbal prompts Congratulating the customer on their selection Thanking the customer for their business Encouraging the customer the return to make further purchases Class Activity –Role Play ROLE PLAY Trainer to get audience to practice closing the sale

Provide product information
In many selling situations, there is a need to demonstrate selected products and services to the customer with the intention of: Showing how things work Proving their capability Communicating features and benefits Enhancing the chance of making a sale Class Activity –Questions Questions: How can you provide product and service information to customers?

In the selling process, you should always aim to: ‘Sell the benefits, not the features.’ ‘Features are fantastic’ but ‘benefits are best’ Class Activity –Questions & Activity Questions: How can you do this? Trainer to get audience to list products and services and then identify the benefits for each.

Methods to explain product features and benefits Providing promotional material In-house training Demonstrations Letting the customer have a go Supplying verbal explanation Using the organisation’s website in conjunction with the customer Class Activity –Questions Questions: How is the benefit for each?

Methods to explain product features and benefits Relaying anecdotes to the customer Walking’ the customer through the instruction manual, or similar Showing examples of what the product can do Listing specific examples of what the item cannot do Class Activity –Questions Questions: How is the benefit for each?

Encourage customer feedback
Importance of customer feedback Obtaining and acting on feedback can benefit your workplace in terms of both profit and customer satisfaction Feedback from customers can come back in the form of a complaint or a compliment Class Activity –Questions Questions: Why is customer feedback important?

Encourage customer feedback
Ways to encourage feedback Asking customer for feedback Leaving customer with a customer comment card to complete and remit to the organisation Encouraging the use of online feedback forms Noting comments made by the customer Asking customer what it would take for them to make a purchase/booking Class Activity –Questions Questions: How else can you gather feedback?

Seeking market information
Seek market information may include: Asking customer questions about their last/previous tours, trips, travel experiences Applying a pre-prepared market research form Asking for names and contact details of other people they believe may be interested in the products and services being offered Class Activity –Questions Questions: How else can you gather market information?

Purpose of collecting market information Measuring Customer satisfaction Identify an organizations strengths and weakness Class Activity Discussion Discussion: Discuss these points

Measuring Techniques By conducting surveys By Observation (mystery customers) Recording informal feedback (complaints diary) Checking Financial data Analysing Customer data Class Activity –Questions Questions: What other methods can you use?

Element 5: Evaluate sales activities
Introduce topic. Class Activity – General Discussion Ask general questions: How can you evaluate sales performance? What documents can provide this information? What reports need to be prepared? Whom should sales performance be reported to?

Evaluate sales activities
Performance Criteria for this Element are: Review sales activities in accordance with established methods Incorporate results of reviews of sales activities into future sales planning Prepare sales report Provide identified market intelligence to assist in sales planning activities Share sales-related information with sales team members Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Reviewing sales performance
Importance of reviewing sales performance Reviewing sales performance is important as it helps us to identify what had happened and to determine how future performance can be improved It is hence a means for a manager to direct the activities of the sales staff and manage their performance Class Activity – Questions Ask general questions: Discuss this point.

Reviewing, analysing and monitoring sales activities Identifying the true performance of the sales team is important in that it helps us to: Ensure sales targets are realistically set so that motivation levels can be kept high Identify the strengths and weaknesses of the sales force Determine the type of training required to improve the performance of the sales force Class Activity – Questions Ask general questions: Discuss this point.

Reviewing activities Evaluating the results of the sales activities against nominated key performance indicators and sales objectives Evaluating the activities undertaken to assess suitability, cost, effectiveness and acceptability to the target market populations Identifying innovative activities and suggestions that may have arisen during the previous period Class Activity – Questions Ask general questions: How can this review take place?

Determining what data to collect The first step to analysing and monitoring sales is to determine what data to collect. There are generally two types of data that you may collect and use for analysing sales: Quantitative data Qualitative data Class Activity – Questions Ask general questions: What are examples of each?

Use finding for future planning
Using sales findings for future sales planning Track the performance of our sales team and develop appropriate strategies to help them perform better Better understand the performance of our products and services and determine how to exploit their strengths and enhance their weaknesses Make better sales forecast and set more realistic sales targets in future Class Activity – Discussion General discussion: Discuss the importance of these points

Prepare sales reports A critical aspect of sales management is sales reporting. Sales reporting is necessary because it provides important information for us to: Determine sales patterns Keep track of progress of sales team Identify flaws in sales approaches Class Activity – Questions & Show examples of sales reports Ask general questions: What are examples of sales reports? What information is included in sales reports

Prepare sales reports Considerations when preparing sales reports
Collating and organising data Computing and extrapolating data Summarising and reporting data Class Activity – Questions Ask general questions: What activities are associated with each of these steps?

Prepare sales reports Contents of a sales report
Identifying outcomes in terms of key performance indicators and sales objectives Identifying sales, bookings and enquiries by individual members of the sales team Identifying specific factors that impeded sales efforts, including weather, political activity, economic conditions, staff illness, competitor activity Class Activity – Questions Ask general questions: What other information can be included in a sales report?

Prepare sales reports Contents of a sales report
Indicating emerging trends Indicating products and services that are being regularly mentioned by customers and prospects Recognising and acknowledging effort by the sales team Class Activity – Questions Ask general questions: What other information can be included in a sales report?

Presenting sales information
Methods to sharing sales related information Share sales-related information may include: Holding team meetings Providing hard copy information Sharing information via the intranet Disseminating information at staff briefings Class Activity – Questions Ask general questions: What is the purpose of each type of sales presentation method?

Explaining sales report information Explaining if your sales strategy and effort work Identifying the reasons why they work or not work Significant variations and the factors associated with the changes Unusual results and determine their causes Class Activity – Discussion General discussion: Discuss the importance of these points

Explaining sales report information Patterns and trends in consumer behaviours, and the factors that resulted in those behaviours Strengths and marketing opportunities Weaknesses and potential areas of improvement Impact / implications of the results and conclusions on sales performance Class Activity – Discussion General discussion: Discuss the importance of these points

Providing identified market intelligence Providing new market research data Providing recent feedback from clients Providing information gathered as a result of personal observation and experience Providing data relating to sales Passing on names and details of prospects Supplying information about new sales techniques and strategies to the sales team Advising sales team of changes Class Activity – Discussion General discussion: Discuss the importance of these points

Sharing sales information with colleagues and staff
After you have received the regular reports and had time to analyse, evaluate and reflect on what they are telling you, there is a need to communicate your findings to the staff at either an individual level or a departmental level: How can you do this? What information would you like to share? How often should it be done? Class Activity – Questions Ask general questions: Discuss questions in the slide.

Sharing sales information with colleagues and staff
Providing information to staff and colleagues Give a general comment Focus their thoughts Assure staff Cover each target, one at a time Give specific examples as opposed to generalisations Interpret the findings and tell staff what it all means Explain what the results mean Thank and congratulate everyone Class Activity – Discussion General discussion: Discuss the importance of these points

Rewarding team members
Financial options Commission Bonus Profit-sharing Class Activity – Discussion General discussion: Explain how these options can be implemented?

Non-financial options Rewards Achievement award such as plaque or Certificate of excellence Time-off Gift vouchers Gifts Incentive trip Opportunity for personal development such as sponsorship for training or education Class Activity – Discussion General discussion: Explain how these options can be implemented

Non-financial options Recognition Praise Public recognition through announcements during staff meetings or corporate events such as annual dinner and dance Empowerment Promotion Class Activity – Discussion General discussion: Explain how these options can be implemented

Giving negative feedback
Giving negative feedback to individuals Do it in private Be sympathetic and empathetic Stick to the facts Use the positive-negative-positive sandwich idea Be honest, but sensitive Class Activity – Discussion General discussion: Why is this important?

Finish: Thank you! This is the conclusion of the subject.
Thank the audience and deliver assessments as required.

PLAN AND IMPLEMENT SALES ACTIVITIES

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