Sales and Distribution Management Session 4: Emerging Trends in Sales Management & Ethics

PREPARED BY: DHAVAL MOTWANI

Emerging Trends in Sales Management

Global perspective Revolution in technology Customer relation management(CRM)

Sales professionalism

Emerging trends in Sales Management

Salesforce diversity

Ethical and social issues Managing multi channels

Team selling approach

Global Perspective
Globalisation and liberalisation has made this world

a smaller place Cross border trade has increased and competition is intensifying Sales department has to be well equipped to counter competition from the foreign competition Challenges faced are differences in culture, different languages, different requirements in buying, different styles of negotiation etc Global niche markets are coming up and can be exploited

Technology
Digital revolution and MIS have increased the capabilities

all round Technology, internet enables buyers to get information on products, compare suppliers prices and place orders directly in few seconds Companies can collect more information on markets, customers, prospect and competitors Establish websites and can have two way communications with prospects, customers, intermediaries and suppliers Adoption of latest technology for effectively facing the competition Use of computers, mobiles, video-conferencing, videotape presentations Sales process has become more cost effective and efficient

Customer Relationship Management (CRM)

Combining relationship marketing with information

technology has resulted in CRM CRM enables companies to provide excellent customer service Focuses on meeting individual needs of each valued customer through the use of CRM software packages Leads to customer delight CRM integrates sales, customer service, and market information from various services in the software. Companies must find out which market segments and customers will respond profitably to relationship management

Salesforce diversity
Demographics of sales force is changing and

becoming more varied More women coming in for careers in sales Education levels have increased Varied needs because of the various backgrounds and the varied demography mix

Team Selling Approach

This is used when the company wants to build a long

term mutually beneficially relationship with major customers, who have high sales potential and profit potential Also used for selling a technically complex product/service The composition of the team may include members from top management, technical specialist, customer service, inside sales person and salesperson

Managing Multi-Channels
When an organisation uses two or more

marketing/distribution channels to reach one or more customer segments Benefits

Lower channel cost Increased market coverage Customised selling-selling complex products through technical sales force and simple products through dealers

Eg: Crompton Greaves sells complex products like power

transformers to state electricity boards through sales engineers but ceiling and table fans are sold through dealers Managing conflicts between channel members by using various techniques like co-optation, exchanging persons, diplomacy, mediation etc

Ethical and Social Issues

Ethical issues like bribery, deception or high

pressure selling tactics Providing misleading information, making fake promises on delivery schedule of products/services, gift making, gift receiving etc Adhering to social responsibility means obeying the legal requirements, satisfying public expectations and participating in community development programs

Sales Professionalism
Todays salespersons are made, not born Complexity in sales has increased because of increase in

competition, sophistication of customers, technicalities of products and services Sales requires a combination of natural ability and acquired skills Knowledge, skills and right attitudes to meet complex and competitive market conditions can be acquired through intensive training and practice Professionalism in behaviour increases cultivation of traits like punctuality, proper presentation and grooming and guards against procrastination