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    Sales Management: by Dhwani Mishra Assistant Professor (Marketing)

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    Ayushi Gupta
    The document provides an overview of sales management. It discusses key concepts like defining sales management, the objectives of sales management, different sales management strategies for the 21st century like building long-term customer relationships and leveraging technology. It also compares sales and marketing functions and the differences between them. Finally, it outlines the various steps in the selling process like pre-sales preparation, prospecting, sales presentation, handling objections, and closing the sale.

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    Sales Management: by Dhwani Mishra Assistant Professor (Marketing)

    Uploaded by

    Ayushi Gupta
    32 views27 pages
    The document provides an overview of sales management. It discusses key concepts like defining sales management, the objectives of sales management, different sales management strategies for the 21st century like building long-term customer relationships and leveraging technology. It also compares sales and marketing functions and the differences between them. Finally, it outlines the various steps in the selling process like pre-sales preparation, prospecting, sales presentation, handling objections, and closing the sale.

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    The document provides an overview of sales management. It discusses key concepts like defining sales management, the objectives of sales management, different sales management strategies for the 21st century like building long-term customer relationships and leveraging technology. It also compares sales and marketing functions and the differences between them. Finally, it outlines the various steps in the selling process like pre-sales preparation, prospecting, sales presentation, handling objections, and closing the sale.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    32 views27 pages

    Sales Management: by Dhwani Mishra Assistant Professor (Marketing)

    Uploaded by

    Ayushi Gupta
    The document provides an overview of sales management. It discusses key concepts like defining sales management, the objectives of sales management, different sales management strategies for the 21st century like building long-term customer relationships and leveraging technology. It also compares sales and marketing functions and the differences between them. Finally, it outlines the various steps in the selling process like pre-sales preparation, prospecting, sales presentation, handling objections, and closing the sale.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 27

    Sales Management

    By Dhwani Mishra
    Assistant Professor (Marketing)
    “If you sincerely Believe that the
    customer is king the second most important
    person in the kingdom must be the one who has
    a direct interaction on a daily basis with the king
    ’’.

    By Michalen Bon
    Chairman & CEO France Telecom
    Sales Management:
    • SM means” the planning, direction, and
    control of personal selling, including
    recruiting ,selecting , equipping,
    assigning,routing , supervising, paying and
    motivating as these tasks apply to the
    personal sales force.
    • By “ American Marketing Association”
    Sales Management in the 21st
    Century
    • Building long-term relationships with
    customers
    • Creating more nimble and adaptable sales
    organizational structures
    • Removing functional barriers within the
    organization to create greater job ownership
    and commitment from salespeople
    Sales Management in the 21st
    Century

    • Shifting sales management style from


    commanding to coaching
    • Leveraging available technology for sales
    success
    • Integrating salesperson performance
    evaluation to incorporate all activities and
    outcomes
    • National Cash Register, now NCR, was
    one of the first companies to
    professionalize selling with a sales
    school in 1894. Today, the company is
    a major seller of not only cash registers
    but many other products, such as the
    scanner
    • Objective of sales management:
    To Increase sales volume
    Contribution to profit
    Continuing growth
    • Sales Managers core objective: to
    organize sales efforts both within & outside
    organizations
    • Sales job classification
    • Delivery salesperson:
    • Order taker: BTO, telemarketing
    salesperson, trade seller.
    • Sales support people : Pharma selling
    • Technical sales support/sales engineer
    • Demand creator: selling tangible products
    /intangible product by giving problem
    solving solutions.
    • Solution vendors:
    Selling Strategies
    • Script-Based Selling (Canned selling)
    • Needs-Satisfaction Selling
    • Consultative Selling
    • Strategic-Partner Selling
    Starting point Focus Means Ends

    Factory Factory Selling & Profits threw

    promoting sales volume

    SELLING CONCEPT

    Market Customers needs Coordinated Profit threw customer


    Marketing Satisfaction

    MARKETING CONCEPT
    Difference between sales and
    marketing
    • Sales • Marketing
    • Emphasis on product • Emphasis on consumer
    needs and wants.
    • Company • Company first
    manufactures the determines customer’s
    product first & then needs and wants and
    decide to sell it then decide on how to
    deliver a product to
    satisfy these wants
    • Sales • Marketing
    • Planning is short term • Planning is long term
    oriented in terms of oriented , in terms of
    today’s product & new products ,
    market. tomorrow’s markets,
    future growth.
    • Views business as a • Views business as
    goods producing consumer satisfying
    process. process.
    • Marketing views the
    customer at very
    • Selling views
    beginning of a
    customers as the last
    business
    link in business .
    • Sales • Marketing
    • Cost determine price • Consumers determine
    price .

    Marketing functions create the dark clouds and sales function makes the rain
    THE ROLE OF SALES MANAGER TRAVEL ARE AS FOLLOWS

    1. Recruiting and mobilizing the sales force.


    2. Approving sales promotion and incentive programmed.
    3. Analyze competitive product and selling techniques.
    4. Review research and work with budgets and quotas.
    5. Set pricing policies, choose distribution channels, decide travel
    polices & agreements
    6.Staff recruitment, performance evaluation
    7. Training, directing daily sales activities , dealing with customer
    Selling process

    Pre approach Approach


    Pre sale preparation Before To the
    prospecting
    selling customer

    Closing Handling customer Sales


    Follow up
    The objections presentation
    action
    sales
    Product knowledge
    Features
    Benefits
    Styles
    Origin
    price

    Company Competitors
    Knowledge Knowledge
    . History Sales person •Industry
    . Finances knowledge •Structure
    .management •Market
    .policies and •Share
    procedure •Market
    •Behavior
    •Other
    •policies

    PRE SALES PREPRATION


    • Product knowledge:
    • USP of your product.
    • Extra value preposition of your product.
    • Knowledge about process , raw material etc
    • Cash discount, Trade discount, Quantity
    discount.
    • Allowances FOB origin

    • Transportation charges
    FOB
    • Customer information: behavioral correlate,
    destination

    non correlate .
    •PROSPECTING: To identify potential customer for a product
    or service .
    To separate prospects from suspects.
    To identify lead customers and qualified customers.
    To identify attributes and features of the prospects in terms of
    need of urgency, ablity to make payments , expectations and
    practices of credit payment, authority and department
    involved in making purchase decesions.
    • MAD principle of prospecting
    • Methods of prospecting
    1. Cold canvassing
    2. Endless chain customer referral.
    3. Prospect pool
    4. Centers of influence.
    5. Observations
    6. List and directories
    7. Direct mailing
    8. Trade shows , road shows,
    Approach to the customer:

    • Tries to get attention & interest of your prospect


    • Take appointments
    • Gather customer confidence
    • Probing for the benefits most wanted by the
    prospect
    • Four approaches can be used by sales people:
    benefit approach, referral approach ,introductory
    approach,
    • Focusing on physical elements of product.
    Sales presentation
    • Level of customer interest
    • Time avablity
    • Nature of product
    • Canned presentation: prepared by
    company
    • Organized presentation
    • Sales
    Tailored presentation
    presentations are like a hurdles race and a salesperson has to jump
    Over each hurdle before reaching at the touch line of sales realization
    Handling customer objection
    • Why higher stocking ?
    • High level of immediate investment
    • Objection on zero credit
    • Competitors are offering better schemes &
    better credit
    • Better servicing by competitor by company
    • Objection on accounting complexity
    • Competitor are offering same quality on
    reduced prize
    • Budget problem
    Closing the sales
    • Caution method
    • Impied consent method
    • Special induced method
    • Direct order method
    • Choice narrowing method
    • Ownership suggestion method
    • Advantage disadvantage comparison method
    CRM & SALES
    • Reducing customer defections can boost profits by 25-28%.
    • In 73% cases ,the organization made no attempt to
    persuade dissatisfied customer to stay ,even though 35%
    say that simple apology would have prevented them from
    moving to the competition.
    • (Source: TARP Washington ,USA)
    • 68% Customer defection take place because customer feel
    poorly treated.
    • 1% cut in customer service problem could generates an
    extra 16 million in profit for a medium sized company over 5
    years.
    What is CRM
    Is it
    • A strategy .
    • A process.
    • A software
    • A philosophy
    • A programmer
    • A buzzword.
    • A call centre support.
    Definition
    • CRM is a business strategy that aims to
    understand /appreciate, manage and personalize
    the needs of an organization current and potential
    customer.

    • CRM is a business strategy that applies to every


    organization. It means working with customer such
    bthat they receive great services and are motivated
    to return again and again to do more business with
    the company.
    Why CRM is needed
    • Competition
    • Consumer expectation
    • Technology
    • Diminishing impact of advertising
    • Customer loyalty
    Benefits of CRM
    • Provide better customer service.
    • To increase customer revenues.
    • To discover new customer.
    • To help sales staff to close deals faster.
    • To make call centers more efficient.
    • To simplify sales and marketing process.
    • To grow profitable relationship.
    • To make focus on productive activity.
    • To improve sales efficiency service.
    To increase customer loyalty.
    • To reduce cost of customer service and sales service

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