1. Personal Selling Opportunities IN THE AGE OF INFORMATION C H A P T E R 2

2. 2 Copyright  2004 Pearson Education Canada Inc. 2-2 Learning Objectives Describe how personal selling skills contribute to work performed by knowledge workers Discuss the rewarding aspects of personal selling careers Describe the opportunities for women and minorities in the field of personal selling

3. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-3 Learning Objectives (continued) Discuss the characteristics of selling positions in four major employment settings: service, retail, wholesale, and manufacturing Identify the four major sources of sales training

4. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-4 Personal Selling Skills contribute to Four Groups of Knowledge Workers  Customer Service Representatives  Professionals  Entrepreneurs  Managerial Personnel

5. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-5 Personal Selling Skills contribute to Customer Service Representatives Customer Service Representatives process reservations, accept orders by phone, deliver products, handle complaints, provide technical assistance, and assist field sales representatives.

6. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-6 Personal Selling Skills contribute to Groups of Professionals Today’s Professionals include Accountants, computer programmers, consultants, dentists, doctors, engineers, financial planners, lawyers, teachers, and other specialized knowledge workers.

7. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-7 Personal Selling Skills contribute to Entrepreneurial Success “Entrepreneur = Salesperson is a good piece of wisdom.” Harry McWatters – Co-founder of Sumac Ridge Estate Winery Ltd.

8. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-8 Personal Selling Skills contribute to Managerial Personnel’s Effectiveness Managerial Personnel understand the importance of “executive selling” and that the most valuable information is acquired from customers.

9. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-9 Salesperson Titles Account Executive Account Representative Sales Account Manager Business Development Manager District Representative Sales Consultant Relationship Manager Sales Associate Marketing Representative Territory Manager

10. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-10 How Salespeople Spend Their Time… 14.5 hours Face-to-face selling 8.5 hours Waiting / travelling 11.7 hours Telephone sales 7.0 hours Administrative tasks 5.2 hours Service calls

11. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-11 Rewarding Aspects of Selling Careers  Above Average Income  Psychic Income providing psychological rewards  Opportunities for Advancement  Opportunities for women and minorities

12. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-12 Company Information The Park Inn Convention Centre is a total quality, full-service, equal- opportunity employment convention centre that has recently made large investments in the physical facility, the food and beverage department, and the sales department. Company culture includes an effective and enthusiastic team approach to creating total quality, value-added solutions for customers in a very competitive industry. The primary sales promotion tool is Partnership Selling, with extensive marketing support in the form of photos, reference letters, team selling, and other strategies. The company goal is to increase revenues 20 percent in the coming year by providing outstanding customer service. Salesperson Position Description Convention Services

13. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-13 Acquire necessary convention centre company, product, industry, and competitive information through company training program. Be committed to a total quality customer service process. Develop a list of potential prospects in the assigned target market. Develop long term total quality selling relationships that focus on solving the meeting planner’s convention centre needs. Achieve a sales volume of $700,000 to $800,000 annually. A Successful Account Executive will

14. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-14 Specific Requirements - Account Executive Must project a positive and professional sales image Must be able to establish and maintain long-term relationships Must be goal orientated with a plan for self- improvement Must be flexible to deal effectively with a wide range of customers Must be good at asking questions and listening effectively

15. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-15 Specific Requirements (Continued) Must be accurate and creative in developing customer solutions Must be clear and persuasive in communicating and negotiating solutions Must be good at closing the sale Must follow through on promises and assurances Must have math skills necessary for figuring sales proposals

16. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-16 Employment Settings in Selling Services Banks or Financial Services Media (Radio/TV) Hotel / Convention Real Estate Insurance Business Services Services Banks or Financial Services Media (Radio/TV) Hotel / Convention Real Estate Insurance Business Services Careers in the Selling Field

17. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-17 Employment Settings in Selling Retail Sales Automobile Fashion Electronics Computers Auto Accessories Home Furnishing Retail Sales Automobile Fashion Electronics Computers Auto Accessories Home Furnishing Retail

18. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-18 Employment Settings in Selling Wholesaler Distributors Truck Wholesale Wholesaler Distributors Truck Wholesale Wholesale

19. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-19 Employment Settings in Selling Inside Sales Manufacturer Wholesale Telemarketing Inside Sales Manufacturer Wholesale Telemarketing Inside Sales

20. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-20 Employment Settings in Selling Other Outside/Field Sales Manufacturer Outside/Field Sales Manufacturer Sales Engineer Technical Support Sales Engineer Technical Support Detail Sales Goodwill Detail Sales Goodwill

21. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-21 Employment Settings in Selling Services Banks or Financial Services Media (Radio/TV) Hotel / Convention Real Estate Insurance Business Services Services Banks or Financial Services Media (Radio/TV) Hotel / Convention Real Estate Insurance Business Services Retail Sales Automobile Fashion Electronics Computers Auto Accessories Home Furnishing Retail Sales Automobile Fashion Electronics Computers Auto Accessories Home Furnishing Wholesaler Distributors Truck Wholesale Wholesaler Distributors Truck Wholesale Inside Sales Manufacturer Wholesale Telemarketing Inside Sales Manufacturer Wholesale Telemarketing Careers in the Selling Field Outside/Field Sales Manufacturer Outside/Field Sales Manufacturer Sales Engineer Technical Support Sales Engineer Technical Support Detail Sales Goodwill Detail Sales Goodwill

22. C H A P T E R 2 Copyright  2004 Pearson Education Canada Inc. 2-22 Professional Selling The Canadian Professional Sales Association Website http://www.cpsa.com/