Personal Selling &

Sales Management

SUBMITTED TO-
MR. VIVEK SAPRU SIR

SUBMITTED BY-
AKASH SADORIYA
ROLL. NO.- 43004
MAJOR MARKETING
IMS DAVV

DATE- 13/09/2010
 Objectives
 Describe roles of selling and relationship
management
 Identify when to use personal selling
 Understand contributions of a salesperson
 Outline the steps involved in making a sale
 Understand ongoing nature of selling & marketing
 Describe major aspects of sales manager’s job
 Classify various forms of sales compensation
 Identify ethical issues facing sales personnel
Examples of Personal Selling
Retail selling

Field selling

Telemarketing

Inside selling
 12 million people are engaged in personal
selling in the United States
 Represents about 10% of the work force
 Relative Importance of Advertising and
Personal Selling
Pre-
Pre- transaction:
transaction:
 Create
Create recognition
recognition and
and info
info Post-transaction
Post-transaction
understanding
understanding  Reminder
Reminder and
and
reassurance
reassurance
Personal
Personal
selling
Transaction:
Transaction: selling
Advertising  Persuasion
Persuasion Advertising
Personal
selling Advertising
 Characteristics of Personal Selling
Pro
Con
Flexibility
 Can not reach mass
 Adapt to situations
audience
 Engage in dialog
 Expensive per contact
Builds Relationships  Numerous calls
 Long term needed to generate
 Assure buyers receive sale
appropriate services  Labor intensive
 Solves customer’s
problems
 Types of Salespersons
ORDER ORDER SUPPORT
GETTERS TAKERS PERSONNEL

Current Inside Order Takers Missionary

customers (via mail, telephone, Salespersons
internet)
Outside Field Sales Trade
New Salespersons
customers
Technical
Salespersons
 Personal Selling Tasks
Order getting Order taking
 Seeking out customers  Routine
 Creative selling 
writing up orders
 Pioneering 
checking invoices
 Account management

assuring prompt order
processing
 Suggestive selling
 Personal Selling Tasks
 Missionary

Detailer

Goodwill

“Closers”

 Cross-functional
 Account service rep
You are part of the total product
 FOLLOWING UP

CLOSING THE SALE

HANDLING OBJECTIONS

MAKING THE SALES PRESENTATION

APPROACHING THE PROSPECT

Pre approach: QUALIFYING PROSPECTS

PROSPECTING: IDENTIFYING POTENTIAL CUSTOMERS

The Personal Selling Process

Creative Selling Process
Prospecting:
Prospecting: Identifying
Identifying
likely
likely new
new customers
customers

Leads
Leads

Developing
Developing lists
lists of
of Potential
Potential
Customers
Customers

Pre-approach (Qualifying)
Finding and analyzing
information about prospects
Evaluating a prospect’s
potential
Approaching The Prospect
HOW DO WE MAKE THE
INITIAL CONTACT & BUILD
RAPPORT

There is only one

time to make a first
impression
Creative Selling Process

Making The Sales Presentation

 Using Persuasive
communication
 Hold Attention
 Stimulate Interest
 Desire
 “Tell the product’s story”
Creative Selling Process

Handling Objections

Questions

Reservations
 Understand Concern
 Counterarguments
 Acknowledge concern
 Clues to process
 Iceberg Effect

10% is Simple (S – R)
visible

Consumer Competition/deals
Preferences 90% is
Personal emotions
invisible
Technology
Complex Interactions
Overcoming Objections

IF HE HADN’T TOLD
ME WHAT HIS
OBJECTION
WAS, I NEVER WOULD
HAVE BEEN
ABLE TO HELP!
Creative Selling Process
Closing the Sale
 Closing signals
 Trial close
 Asking the
prospect to buy
Creative Selling Process

Following Up
 Commitments met

Shipment

Performance
 Reinforce L-R relationship
 Satisfied customers rebuy
& recommend
 Job quality: do it right the first time Service
Awar
 Prompt warranty work d

After-sales Service Ratings

Service
Speed Reputation Cost Quality
.37 3.38 4.39 7.87
10
0 1 2 3 4 5 6 7 8
Low High
(SCALE: Degree of Importance) (JMR/Vol. 78)
 A Key to Success

Stay Close to
Your
Customer
and
LISTEN!
THANK YOU