Professional Documents
Culture Documents
John B M Muya
1
Topic outline Duties of a sales representative Sales persons job Different Sales Jobs Examples of Sales jobs
- Retail Selling - Missionary Selling, - Direct Selling, - Selling Industrial Goods Qualifications for success in selling Choosing a career in sales.
2
Duties
Sales representatives are persons who plan, organize and execute activities that increase sales and profits in their Areas of operation;
Providing solutions to customer problems
Identifying customer needs and problems Matching the product and services to the need or problem
Providing service to customers.
Handling customer complaints. Returning, replacing damaged merchandise. Providing samples. Suggesting business opportunities. Recommending product promotion strategies. Helping demos at customer premises PULL. Training customer staff.
Selling to current and new customers
Prospecting for new customers for growth. Retaining, maintaining & growing current customers.
3
Duties
Helping customers to resell to their consumers Uplifting from wholesale and reselling. Developing promotional programs for customers. Supplying promotional or advertising materials. Setting up product displays. Helping customers use products after purchase; Show customers how to derive full benefit from
product. Install computers/printers and demonstrate. Train on best care system/programs
4
Duties
Building goodwill with customers Establishing friendship and trust with DMUs. Exercising high ethical standards, integrity and sincere interest in the customer. Helping customers identify their need (partnering).
Duties
Gathering market information. Competitor activities. Customer reactions New products Complaints on products Service Policies Market opportunities
Salespersons Role
The salespersons roles actually vary from company to company, depending on whether sales involve goods or services, the firms market characteristics and the location of customers
The salesperson function's include; planning, organizing, and executing activities that increase sales in a given area of operation Provides Service to Customers e.g. handling complaints, returning damaged merchandise, providing samples, suggesting business opportunities and developing recommendations on how the customer can promote products purchased from the salesperson 7
Retail Representative
Manufacturers Representative
Wholesalers Representatives
Retail Sales Representative Accounts Representative Sales Engineers Industrial Sales Representative Service Sales Representative
8
Sales Jobs
RETAIL SELLING
Gas stations, beauty and Cosmetic shops practice all stages of a selling,
including prospecting, presentation, trial, closes and after sales service.
9
Missionary Selling
Influences the decision maker rather than the
final user the deal selling
Informs the salesperson to follow-up and close Uses relationship building as a basis for effective
10
This is an independent intermediary between the manufacturer and a retail seller. While not directly employed by the retailer, the wholesaling intermediary conducts personal selling in their outlets in terms of displays and providing expert advice to the retail seller. He is paid on commission basis. These entrepreneurs often act for more than one company or manufacturer.
11
relationships with the influencers, decision makers and actual users of the products, The critical personnel may include, the purchasing managers/buyers, finance managers, engineers, CEOs, secretaries and even the security guards Technical knowledge and skills are critical in sustaining 12 the business
Customers can neither see nor touch these products and services. SERVICE SELLING It becomes critically essential that the This is the selling of sales professional is very well intangibles such as trained and insurance, banking, real estate, travel, knowledgeable in order to give his home and business customers the assistance and security and cleaning. confidence they need to make comfortable buying decisions. Service sellers have to sell 14 themselves.
Sales Representative
15
Rep.
Wholesalers Representative Sells for: RESALE
Firms engaged in wholesaling are called WHOLESALE MIDDLEMEN. They differ in: The products they sell. The markets to which they sell Methods of operation
16
Rep
Manufacturers Representatives
Sell for organizations that produce the products, services for market offering. They range from: Delivery clerks for beer, milk, bread, fuel e.t.c Specialized sellers of highly technical products.
They may sell to: Wholesalers Retailers, or Directly to consumers
17
Salesmanship
Many started their careers in a technical role, and over a period of time, transitioned into marketing and sales. None of them were born with a salesman sticker on their foreheads.
18
Qualities of a salesperson
Personal qualities Personality Mental qualities Social qualities Character qualities. Knowledge about the products. Knowledge about the customers. Knowledge about the selling techniques.
19
Personality
Personality can be improved by
developing the qualities in the positive traits. One may not have all essential qualities of a sales person but he has to developed, in order to improve personality traits such as kindness, courage, confidence, honesty, loyalty, good health, and cheerfulness. The sales person might have some negative qualities such as fear, gloominess, cowardice etc. These qualities should be neglected from the sales person as habits once formed are always difficult to change. A hard
20
Personality
Physical traits
This includes health, breadth, posture, speech, and appearance. Without good health the sales person would not have the endurance to sell the products or achieve his targets.
Mental Traits
Mental traits include accuracy, alertness, imagination, initiative, observation, and selfconfidence etc. The salesman should be alert, ready to find out ways and means of serving the customers. Alertness is a part in which the sales person should inspire confidence of the customers.
21
Personality
Social traits
Social traits includes, ability to meet the public, the most important quality of a salesperson to meet the public and speak about the product he wants to sell them.
Character traits
There are some important attributes in a persons character. No one can expect to be successful unless he follows some modal characteristics. It includes honesty and reliability, enthusiasm, industry and persistence.
22
Qualifications .
A good College degree or diploma may be essential is
selling Love of ones job Willingness or propensity for hard work A strong work ethic Ruthlessness about time keeping Optimistic outlook Strong self confidence and well groomed The do it now mentality Knowledgeable about his/her company/products, competitors products and strategies, industry performance, Physically and mentally alert
23
Skills
Selling is both an art and a science. ART - Many skills cannot be learnt from textbooks.
Selling takes practice like golf or tennis. A book helps but it is not enough e.g.
-buyers non-verbal communication. -handling objections. -closing a sale. SCIENCE - A growing body of knowledge.
Has a wealth of objective facts. Practice alone no longer enough. Learning of conceptual, human & technical skills necessary.
24
Skills
Conceptual Skills
The cognitive ability to see the selling process as a whole and the relationship among its paths.
Involves thinking and planning abilities. Involves matching products or services to needs. Involves knowing the relationship between the beginning of a sales presentation and asking for the order. Allows the seller to think strategically. Allows the seller to understand the product, presentation Order-gotten must perceive the significant elements in a situation (assess).
25
Skills .
Human Skills This is the ability to work with and through other people.
How the buyer relates to their customers. How the sellers like and are liked by others. Those without are abrupt, critical, pushy, arrogant,
un-empathetic & unresponsive.
Matching Exercise
Skill Conceptual Human Technical
Planning Organization Time utilization Persuasive Decisiveness Presentation Good communication Listening Questioning Self-motivation Personal development Learning ability Flexibility
27
Matching ..
Skill Conceptual Human Technical
Team co-operation Resilience Stress tolerance Integrity Honesty Initiative Innovativeness Problem solving Risk taking Leadership Good judgment Tenacity Sensitivity
28
order to understand precisely what they are saying and to ask appropriate questions to check for understanding and gather additional information.
Useful Terminologies
Impact: Creating a favorable and professional impression that commands attention and respect. Flexibility: Modifying behavior to reach a goal. Resilience: Handling disappointment, rejection and work pressure while maintaining effectiveness. Learning ability: Assimilating and applying new job related information in a timely manner.
31
Presentable, Smart, Clean, Well-mannered. etc Pleasant, Patient, Persistent, Consistent. Sensitive, Empathetic, Considerate. Persuasive, Confident, Knowledgeable. Honest, Reliable, Decisive, Informed. Good-time utilizer, Planner, Organizer. Good Communication, Listener and Questioner. Self-motivated with Initiative and Innovative. A risk taker and Problem solver. Fast leaner, Adaptive and Flexible. A person of Integrity, Resilient and Stress tolerant. Helpful.
Remember, People buy people.
32
ed
EGO
eD
LOW
Ed
ED
DRIVE
HIGH
LOW
HIGH
33
34
Channels ..
structure used to transfer products from an organization to its customers Its important to have the product available to customers in a convenient and accessible location when they want it Consumer goods manufactures, by and large, sell their products through the wholesalers who then resell to the retailers before the goods reach the final consumers The salesperson involved in this type
36
Channels.
Channels.
Challenges & co-operation Wholesalers may refuse to by until retailers demand the product. a. Supermarkets may already have listed a lot of products similar to yours and wonder why they should list. b. Why should they stock your 3 Sizes? c. Do they need to drop an existing one for yours? d. What alternative actions are open in the case of conflicts?
o Manufacturers may sell direct to retailer if wholesalers do not co-operate. o Wholesalers may start OWN brands if a manufacturer fails to co-operate.
NB
These solutions are costly to both parties in terms of loss of sales or input costs.
38
Career Cont..
The challenge of selling Changing peoples lifestyles Relationship with the DMU Making a positive contribution to your company Convincing buyers Volume and value of sales The opportunities for advancement. From trainee to full
fledged sales persons.
Key A/C Salesperson Regional Sales Manager National Sales Manager District Sales Manager Divisional Sales Manager
40
41
42