1. CHAPTER Day 26 BUS 222

2. 15-2 Agenda Questions? Assignment 7 Posted (Last one ) – Due May 3 – Marketing Assignment 7.pdf Marketing Assignment 7.pdf Marketing plans Due May 10 – 5 min presentation on May 8 – Marketing plan guidelines and example.pdf Marketing plan guidelines and example.pdf – BUS 222 Marketing Plan Guidlines.pdf BUS 222 Marketing Plan Guidlines.pdf Discussion on Personal Selling and Sales Management, Last lecture

3. 15-3 Remaining Schedule Today – Chap 19 Personal Selling and sales management May 3 – Quiz 7 – Assignment 7 due May 8 @ 10 AM – Marketing plan presentations May 10 – Completed marketing plans due @ 3 PM

4. CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

5. 19-5 LEARNING OBJECTIVES Personal Selling and Sales Management LO1Describe the value added of personal selling. LO2Define the steps in the personal selling process. LO3Describe the key functions involved in managing a sales force. LO4Describe the ethical and legal issues in personal selling.

6. 19-6 Personal Selling

7. 19-7 The Scope and Nature of Personal Selling InternetTelephone Face-to-faceTeleconference

8. 19-8 Professional Selling as a Career People love the lifestyle There is a lot of flexibility There is a lot of variety in the job Can be very lucrative Very visible to management and good for promotions Sales Jobs Website ©Royalty-Free/Corbis

9. 19-9 Not Just Tupperware

10. 19-10 The Value Added by Personal Selling Salespeople Provide Information and Advice Salespeople Save Time and Simplify Buying Salespeople Build Relationships Salespeople Build Relationships ©Royalty-Free/Corbis

11. 19-11 The Personal Selling Process

12. 19-12 Step 1: Generate and Qualify Leads Sources of Leads Current Customers Networking Events The Internet Trade Shows

13. 19-13 Generate Leads Cold callsTelemarketing ©Royalty-Free/Corbis

14. 19-14 Step 2: PreapproachPreapproach Extends the qualification procedure Set goals for what is to be accomplished ©Royalty-Free/Corbis

15. 19-15 Step 3: Sales Presentation and Overcoming Reservations The Presentation Handling Reservations Klaus Tiedge/Blend Images/Getty Images

16. 19-16 Aligning the Personal Selling Process with the B2B Buying Process

17. 19-17 Step 4: Closing the Sale Getting the order Often most stressful part of sales process A “no” one day may be the foundation for a “yes” another Digital Vision/Getty Images

18. 19-18 Step 5: Follow-Up Five Service Quality DimensionsReliabilityResponsivenessAssuranceEmpathyTangibles

19. 19-19 1. Why is personal selling important to an IMC strategy? 2. What are the steps in the personal selling process? Check Yourself

20. 19-20 Managing the Sales Force Sales force structure Recruiting and selecting salespeople Sales training Motivating and compensating salespeople Evaluating salespeople

21. 19-21 Sales Force Structure Company sales force Employees Established product lines Manufacturers representatives Manufacturers representatives (independent agents) Not employees Smaller firms New markets

22. 19-22 Salesperson Duties Order getterOrder takerSales support personnel

23. 19-23 Recruiting and Selecting Salespeople PersonalityOptimismResilience Self- motivation Empathy

24. 19-24 Recruiting for Success How does a firm that focuses on a fun product recruit salespeople who exhibit fun? ©Stockbyte/PunchStock

25. 19-25 Sales Training Selling and negotiation techniquesProducts and service knowledgeTechnologies used in the selling processTime and territory managementCompany policies and procedures

26. 19-26 Motivating and Compensating Salespeople Financial rewards Nonfinancial rewards GRANTLAND® Copyright Grantland Enterprises; wwwgrantlandnetwwwgrantlandnet

27. 19-27 A Motivational Convention

28. 19-28 Evaluating Salespeople Tied to the reward structure Evaluation measures can be either objective or subjective BananaStock/PictureQuest

29. 19-29 1. What do sales managers need to do to successfully manage their sales force? 2. What is the difference between monetary and nonmonetary incentives? Check Yourself

30. 19-30 Ethical and Legal Issues in Personal Selling The Sales Manager and the Sales Force The Sales Force and Corporate Policy The Salesperson and the Customer

31. 19-31 Issues for the Sales Force and Corporate Policy The firm may have a policy to sell goods or services to people who cannot afford them or to people who should not have them. AP Photo/Charlie Riedel

32. 19-32 Issues for the Sales Person and the Customer Have you ever felt that you were treated unethically by a salesperson? What happened? Royalty-Free/CORBIS

33. 19-33 1. What are three areas of personal selling in which ethical and legal issues are more likely to arise? Check Yourself

34. 19-34 Return to slide Cold calls are a method of prospecting in which sales people telephone or go to see potential clients without appointments. Glossary

35. 19-35 Return to slide A company sales force comprises people who are employees of the selling company. Glossary

36. 19-36 Return to slide Manufacturer’s representatives are sales people who sell a manufacturer’s products on an extended contract basis but are not employees of the manufacturer. Glossary

37. 19-37 Return to slide An order getter is a salesperson whose primary responsibilities are identifying potential customers and engaging those customers in discussions to attempt to make a sale. Glossary

38. 19-38 Return to slide An order taker is a salesperson whose primary responsibility is to process routine orders or reorders or rebuys for products. Glossary

39. 19-39 Return to slide The preapproach occurs prior to meeting the customer for the first time and extends the qualification of leads procedure. Glossary

40. 19-40 Return to slide Relationship selling is a sales philosophy and process that emphasizes a commitment to maintaining the relationship over the long term and investing in opportunities that are mutually beneficial to all parties. Glossary

41. 19-41 Return to slide Telemarketing is a method of prospecting in which sales people telephone potential customers without appointments. Glossary

42. 19-42 Return to slide Trade shows are attended by buyers who choose to be exposed to products and services offered by potential suppliers in an industry. Glossary