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Personal Selling
Communication Mix
Personal Selling Advertising Sales Promotion Public Relations Direct Mail Exhibitions
Personal Selling concerned with persuasive communication Personal selling brings human element into marketing transactions & increases the customers confidence Art of successfully persuading prospective customer to buy product/ service from which they can derive benefits & hence increase their total satisfaction The oral presentation of a companys product or services to one or more prospective buyers for the purpose of making a sale
Salesmanship
Salesmanship is a seller initiated effort that provide prospective buyers with information & motivates them to make favourable decisions regarding sellers products / services Personal selling involves salesmanship Personal selling aims at bringing the right product to the right customer. It is used for creating product awareness, stimulating interest, developing brand preference, negotiating price
Personal selling is the most commonly used promotional tool Mostly used in complex & highly technical products computers, water purifiers, for industrial consumers Helps in ability to hold customer attention Immediate feedback & two-way communication Presentation is tailored to individual needs Ability to target customer precisely Ability to cultivate relationship Ability to get immediate action
Salesperson can have many names Agents Sales consultants Sales Representatives Account Executives Sales Engineers District Managers Marketing representatives Account Development Representatives
Follow-up action
Sales presentation
Salesperson Knowledge
Company Knowledge History, Finances, Management, Size, Policies & Procedures Competitor Knowledge Industry Structure, Market Share, Market Behaviour, Other policies
2.
Identification of Prospects Important & time consuming job Sales person try to collect information about potential customers from all available sources Current Customers Best source of identifying prospective customers Easier to attract while selling additional goods & services Referrals of Satisfied Customers / Endless Chain Satisfied customers acts as good source of referrals Ask existing customers for names of relatives, friends / business associates who might need similar product Sales person contact these prospects for sale who provide further referrals . Eg. Readers Digest Centre of Influence Based on referral by a person, who has information about / influence over other people Housewives, bankers, local head / politician
Spotters / Sales Trainees Company employs sales trainees specifically for helping the sales person identify prospects These sales trainees are spotters Help in reducing time & effort required by sales person Cold Canvassing Calling on potential customer without any prior appointment Sales person just goes in & introduces himself to prospects & inquires Involves a lot of time & effort as all calls may not materialise Nowadays cold calls are made through telephones to save time Directories Abundant source of finding potential customers Also membership directories of trade associations, professional socities, civic / social organisations Mailing List Organisations compile list of persons & organisations for direct mail advertising, pamphlets Advantage over directories focused, current, selective
Trade Shows / Exhibitions Companies participate in trade shows / exhibitions promote, advertise, sell Also gain market information customer, competitors, prospective buyers Qualifying the prospects Excellent sales effort will fail if Delivered to person / company that has no need of product Cannot afford to buy it Extremely satisfied with present supplier Salesperson should make sure that customer has clear & well defined need for the product / service Customer has adequate resources to pay Customer is in position to buy large enough / repetitive quantity to make for profitable sale Authorised to make decision M Money ability to pay A Authority to make decision on own N Need need for product / service
3.
Pre-Approach Pre-approach stresses on customer orientation Sales person gather information like Financial position of prospect Customer special needs / problems How companys products satisfy those needs Who is involved in buying decision Type of motivation / appeal most likely to be effective These information help salesperson to ascertain the prospects needs & ability to buy the product Give tailor-made presentation & increase confidence
Call Planning Sales person define the objective of call, devise selling strategy, lastly make appointment cold calls are mostly not welcome & should be avoided if possible
4.
Presentation Mainly to show that sales person has good understanding of prospects needs Presentation is all about explaining the consumer how products meet their requirements Fully Automated Semi-automated Memorised Organised Unstructured Effective presentation is not how well it is delivered, but how well it helped the buyer to relate his needs 6 basic requirements Plan, Pattern, Power, Proof, Pictures, Participation Approach If approach fails, sales person cannot proceed to presentation / demostration For good approach, sales person should attract prospects attention Arouse his interest in conversation Salesperson should be courteous & polite in manners
5.
Handling of Objections Prospects usually show resistance against buying by pointing real / imaginary hurdles, related to price, quality, service, quantity, expectations, colour, etc. Objections, even if insincere, should be met with courtesy Problems arise if customer needs are hidden, so salesperson should try to understand explicit needs Salesperson should adopt low pressure approach Methods of handling customer objections Superior feature method accept the objections & persuade the customer by providing additional advantages / benefits Yes..but method accept objections in beginning & slowly make effort to remove the objections Reverse English method pitches presentation on the objections raised then solves them through offering benefits Indirect denial method salesperson denies objections indirectly, giving affirmative answers, so that customer is not offended Pass out method salesperson does not pay attention to objections & expresses neutral opinion. Used if objections are baseless, but customer may feel offended
6.
Closing the Sale Most important, since, unless sale takes place, whole effort is wasted Techniques Action Close sales person takes an action that will complete the sale like negotiating for supplying financial assistance to the prospects Gift Close sales person provides an added incentive on immediately buying the product Benefit Close sales person restates the benefits of product in order to elicit a positive response from prospect Direct Close simple technique & is most appropriate if buyer is showing strong buying motives. Sales person gives presentation & directly ask for orders
Alternative Close technique provides the customer with alternatives with regard to the product / or payment on cash or credit basis
Objection Close if objection is major hurdle, salesperson try to gain commitment from customer, if objection is removed, he will buy the product
7.
Follow-up Salesperson ensures that product is delivered at desired location, at appropriate time Customer may demand some minor modifications to suit the particular need Sometimes customer has to be trained how to use / operate the product properly & safely After-sale service is also important These are important to convert buyer into loyal customer Customer complaints should be taken seriously
The theory emphasizes on the factors internal to the prospect and the factors which are external, i.e., influence of the salesperson on his prospects decision to buy his product. The theory is based on the presumption that the salesperson will take care of the external factors.
The sequence of events in a prospects mind can be represented as
Need Solution Purchase
There are all the chances that a continuous relationship will develop between the prospect and the salesperson. As a result of sales, the satisfaction will also come in the sequence. This sequence can be presented as
Need Solution Purchase Satisfaction
Established Product & Strong Salesperson-customer Relationship Buying is automatic No anxiety as buyer has faith in salesperson & established product No / nearly negligible dissonance Salesperson is effective Established Product & Weak Salesperson-customer Relationship Buyer has faith in product Dissonance is there, since buyer does not have much faith in salesperson Salesperson less effective New Product & Strong Salesperson-customer Relationship Dissonance is there since product is new / technical / costly Salesperson can remove such dissonance because of good relation with customer New Product & Weak Salesperson-customer Relationship Dissonance very high as buyer is unfamiliar with product & salesperson Apprehension about product