Communications.
By
M. Ali Hassan
(03008390098)
What are marketing communications?
Marketing communications has a mix. Elements of the mix are blended in different
quantities in a campaign. The marketing communications mix includes many different
elements, and the following list is by no means conclusive. It is recognised that there is
some cross over between individual elements (e.g. Is donating computers to schools, by
asking shoppers to collect vouchers, public relations or sales promotion?) Here are the
key of the marketing communications mix.
Personal Selling.
Sales Promotion.
Public Relations (and publicity).
Direct Marketing.
Personal Selling.
Personal selling occurs where an individual salesperson sells a product, service or
solution to a client. Salespeople match the benefits of their offering to the specific needs
of a client. Today, personal selling involves the development of longstanding client
relationships. In comparison to other marketing communications tools such as
advertising, personal selling tends to:
There are exceptions of course, but most personal selling takes place in this way.
Personal selling involves a selling process that is summarised in the following Five Stage
Personal Selling Process. The five stages are:
1. Prospecting.
4. Objection handling.
Prospecting is all about finding prospects, or potential new customers. Prospects should
be 'qualified,' which means that they need to be assessed to see if there is business
potential, otherwise you could be wasting your time. In order to qualify your prospects,
one needs to:
This is the preparation that a salesperson goes through before they meet with the client,
for example via e-mail, telephone or letter. Preparation will make a call more focused.
It is best to be enthusiastic about your product or service. If you are not excited about it,
don't expect your prospect to be excited.
Focus on the real benefits of the product or service to the specific needs of your client,
rather than listing endless lists of features.
Try to be relaxed during the call, and put your client at ease.
Let the client do at least 80% of the talking. This will give you invaluable information on
your client's needs.
Objection handling is the way in which salespeople tackle obstacles put in their way by
clients. Some objections may prove too difficult to handle, and sometimes the client may
just take a dislike to you (aka the hidden objection). Here are some approaches for
overcoming objections:
This is a very important stage. Often salespeople will leave without ever successfully
closing a deal. Therefore it is vital to learn the skills of closing.
Just ask for the business! - 'Please may I take an order?' This really works well.
Look for buying signals (i.e. body language or comments made by the client that
they want to place an order). For example, asking about availability, asking for
details such as discounts, or asking for you to go over something again to clarify.
Just stop talking, and let the client say 'yes.' Again, this really works.
The 'summary close' allows the salesperson to summarise everything that the
client needs, based upon the discussions during the call. For example, 'You need
product X in blue, by Friday, packaged accordingly, and delivered to your wife's
office.' Then ask for the order.
The 'alternative close' does not give the client the opportunity to say no, but forces
them towards a yes. For example 'Do you want product X in blue or red?' Cheeky,
but effective.
So this is the Five Stage Personal Selling Process. Now have a go at it yourself by
completing the lesson.
(c) New media - Websites and mobile phones that support a sales promotion. For
example, in the United Kingdom, Nestle printed individual codes on KIT-KAT
packaging, whereby a consumer would enter the code into a dynamic website to see if
they had won a prize. Consumers could also text codes via their mobile phones to the
same effect.
(d) Merchandising additions such as dump bins, point-of-sale materials and product
demonstrations.
(e) Free gifts e.g. Subway gave away a card with six spaces for stickers with each
sandwich purchase. Once the card was full the consumer was given a free sandwich.
(f) Discounted prices e.g. Budget airline such as EasyJet and Ryanair, e-mail their
customers with the latest low-price deals once new flights are released, or additional
destinations are announced.
(g) Joint promotions between brands owned by a company, or with another company's
brands. For example fast food restaurants often run sales promotions where toys, relating
to a specific movie release, are given away with promoted meals.
(h) Free samples (aka. sampling) e.g. tasting of food and drink at sampling points in
supermarkets. For example Red Bull (a caffeinated fizzy drink) was given away to
potential consumers at supermarkets, in high streets and at petrol stations (by a
promotions team).
(i) Vouchers and coupons, often seen in newspapers and magazines, on packs.
(k) Cause-related and fair-trade products that raise money for charities, and the less
well off farmers and producers, are becoming more popular.
(l) Finance deals - for example, 0% finance over 3 years on selected vehicles.
Many of the examples above are focused upon consumers. Don't forget that promotions
can be aimed at wholesales and distributors as well. These are known as Trade Sales
Promotions. Examples here might include joint promotions between a manufacturer and
a distributor, sales promotion leaflets and other materials (such as T-shirts), and
incentives for distributor sales people and their retail clients.
Public Relations
Public Relations (PR) is a single, broad concept. It is broad since it contains so many
elements, many of which will be outlined in this lesson. Public Relations (PR) are any
purposeful communications between an organisation and its publics that aim to generate
goodwill. Publics, put simply, are its stakeholders. PR is proactive and future orientated,
and has the goal of building and maintaining a positive perception of an organization in
the mind of its publics. This is often referred to as goodwill.
Yes it is difficult to see the difference between marketing communications and PR since
there is a lot of crossover. This makes it a tricky concept to learn. Added to this is the fact
that PR is often expensive, and not free, as some definitions would have you believe. PR
agencies are not cheap. Below are some of the approaches that are often considered under
the PR banner.
It is important that company executives are available to generate goodwill for their
organization. Many undertake training in how to deal with the media, and how to behave
in front of a camera. There are many key industrial figures that proactively deal with the
Key figures from within an organization will write speeches to be delivered at corporate
events, public awards and industry gatherings. PR company officials in liaison with
company managers often write speeches and design corporate presentations. They are
part of the planned and coherent strategy to build goodwill with publics. Presentations
can be designed and pre-prepared by PR companies, ultimately to be delivered by
company executives.
As mentioned above, 'direct' also in the sense that marketing communications are targeted
at consumers by the manufacturers. For example, a brand that uses channels of
distribution would target marketing communications at wholesalers/distributors, retailers,
and consumers, or a blend of all three. On the other hand, a direct marketing company
could focus upon communicating directly with its customers. Direct marketing and direct
mail are often confused - although direct mail is a direct marketing tool.
There are a number of direct marketing media other than direct mail. These include (and
are by no means limited to):
The Internet and New Media (e.g. mobile phones or PDA's) are perfect for direct
marketing. Consumers have never had so many sources of supply, and suppliers have
never had access to so many markets. There is even room for niche marketers - for
example Scottish salmon could ordered online, packed and chilled, and sent to customers
in any part of the world by courier.
Many companies use direct marketing, and a current example of its use, as part of a
business model, is the way in which it is used by low-cost airlines. There is no
intermediary or agent, customers book tickets directly with the airlines over The Internet.
Airlines capture data that can be used for marketing research or a loyalty scheme.
Information can be processed quickly, and then categorized into complex relational
databases.
Then, for example, special offers or new flights destinations can be communicated
directly to customers using e-mail campaigns. Data is not only collected on markets and
segments, but also on individuals and their individual buyer behavior.
Advertising has a number of benefits for the advertiser. The advertiser has control over
the message. The advert and its message, to an extent, would be designed to the
specifications of the advertiser. So the advertiser can focus its message at a huge number
of potential consumers in a single hit, at a relatively low cost per head. Advertising is
quick relative to other elements of the marketing communications mix (for example
personal selling, where an entire sales force would need to be briefed - or even recruited).
Therefore an advertiser has the opportunity to communicate with all (or many of) its
target audience simultaneously.
Advertising Media
Outdoor (Posters or New Media Internet -
New Media - Mobile devices
transport) websites and search engines
Newspapers (Local and
Television Magazines
National)
Radio Cinema Others . . .
Planning for advertising
Advertising agencies and their clients plan for advertising. Any plan should address the
following stages:
There are two key categories of advertising, namely 'above-the-line' and 'below-the-line.'
The definitions owe a lot to the historical development of advertising agencies and how
they charge for their services. In a nutshell, 'above-the-line' is any work done involving
media where a commission is taken by an advertising agency, and 'below-the-line' is
work done for a client where a standard charge replaces commission. So TV advertising
is 'above-the-line' since an agency would book commercial time on behalf of a client, but
placing an advert in a series of local newspapers is 'below-the-line,' because newspapers
tend to apply their own costing approach where no commission is taken by the agency i.e.
instead the agency charges the client a transparent fee.
There are some other terms used in branding. Brand Equity is the addition of the brand's
attributes including reputation, symbols, associations and names. Then the financial
expression of the elements of brand equity is called Brand Value.
There are a number of interpretations of the term brand (De Chernatony 2003). They are
summarized as follows: