Exploration

Set

correct expectations
order processing

Monitor Proper Follow

product use

up Personal visit Telephone Email

customer complaint customer satisfaction

Handle

Achieve

Expansion

Generate reorder Upgrade

Full line sell

Cross sell

Commitment

The buyer and seller relationship has reached the commitment stage there is a stated or implied pledge to continue the relationship Commitment has been made by both parties The expectation are greater.

Commitment

All of the following continue to take place during the commitment phase: *Upgrading *Full line selling *Cross-selling *Handling complaints

Securing Commitment to a partnership

Commitment Must Be Complete Trust become important Trust may be operational zed in the form of shared risk Devote the resources necessary to satisfy the customers needs and also anticipate needs

Continued

There should be a balance between giving and getting It is often the responsibility of the salesperson to secure commitment from his or her own company All employees must be empowered to handle the needs of the customer

communication

In the exploration stage, availability must be demonstrated like toll-free hot line and voice mail to allow the seller organization to respond quickly to customer calls Actively seek to communicate during times other than selling or solving a problem Direct communication means the more accurate and a better understanding of the customer needs

Corporate culture

value and beliefs held by senior management Culture shapes the attitudes and actions of employees and influences the development of policies and programs Difficulties may occur between international partners

The sales person as change agent

1. 2.

To achieve increasing revenue in an account over time the salesperson acts as a change agent Change from a competitive product or simply a new version or old one Change is not easy Two critical elements to consider about change: Rate of change- how quickly the change is made Scope of change- the degree to which the change affects the organization

Champions
Definition: (advocates or internal salespeople) work for the buying firm in the areas most affected by the proposed change and work with the salesperson to make the proposal successful
Scope of change Narrow Rate Of Change
Fast

Broad Major resistance Moderate resistance

Moderate resistance Little resistance

Slow

positioning the change

Positioning the change is similar positioning a product in mass marketing Salesperson examines the specific needs and wants of the various constituencies in the account to position the change for the greatest likelihood of success Positioning a change may determine who is involved in a decision

Determining the necessary resources

Customer needs might be beyond the salespersons expertise Expert advice may be needed from various departments Salesperson must assess the situation and determine what resources are needed to secure the buyer commitment

Developing a Time-Based Strategy

Set a strategy for the proposed change and formulate a strategy against a time line -the strategy is an outline of planned sales calls, with call objectives -the time line gives estimates on when each call should occur

Developing a Time-Based Strategy

Month 1
Visit Director Of Marketing Primary Objective Determine Marketing Needs Minimum Objective Secure Permission To see Merchandise Manager And Advertising Manager

Month 2 Month 3
Visit Merchandising Manager and advertising Primary Objective Secure Support in principle

Month 4

Month 5
Submit plan To director Of marketing For approval

Month 6
Implement Advertising program

Visit Arrange four Director of Of From Marketing Facilities for Primary VP of retail, Objectives Marketing Specify Director, and Objectives Advertising for new And Advertising Merchandise Plan and manager Services Commitment In principle

Dissolution
Causes Of Dissolution

Limited personal relationship

Falling to monitor competitor action Failing to monitor industry Failing to compliancy

Continued
Limited Personal Relationships

Develop multiple relationships within an account Different champions can be selected for each proposal Spend the time with the friends

Continued
Failing To Monitor Competitor Actions

There will always be times where an account is vulnerable to competitors Changes in personnel, direction, and divisions Monitor competition at all times Analyze benefits of competitors, product offerings, and selling strategies

Continued
Failing To Monitor The Industry

Missed opportunities due to change Monitor Competion is to failure to monitor the industry Both of sale person and industry fail and miss opportunity

Continued
Falling Into Complacency

Definition: assuming that the business is yours and will always be yours

Important to perform at the same level as what was provided initially

Continued

Conflict Occurs for different reasons, such as:

*Conflicting organizational policies *Conflict between customers departments *Poor purchasing policies takes skills

Case Study

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