Jubail University College Department of Business Administration Semester 371 Assignment No:1 Section No: Course Code:335 Course Name: Sales Management Student ID Student Name 1. 2. 3. 4. 5. Activity: Presentation 1. Identify any multinational Company and write about the Sales Strategies they follow. 2. Write about the Sales management process and type of salesforce organization structure they have adopted. 3. Identify the process of customer service used by the company and comment 4. Give suggestions and recommendations based on your observations 1. INSTRUCTIONS: a. Each group should have 3-4 members. b. Each member should actively participate. c. Grading will be based on individual and group performance. d. Each group need to submit report consisting of the strategies, organization structure and customer service process. e. The report should follow the format mentioned below. The Report should be properly formatted Font: Times New Roman, Font Size 12 Line Spacing: 1.5 Page Borders: 1" each margin on the left and right sides f.Submission and presentation date is week 6, Sunday 2. RUBRICS FOR PRESENTATION Subject/content knowledge ( 3 Marks ) Knowledge Application ( 3 Marks ) Communication Skills ( 2 Marks) Participation in Group ( 2 Marks) Part II SALES FORCE ACTIVITIES Chapter 5: Customer Interaction Management Customer Interactions The activities that take place just prior to and following face-to-face customer interactions. Customer interaction process is divided into three phases. 1.Pre-interaction phase 2.Interaction phase 3.Post-interaction phase Customer Interaction Process The Selling Process PREINTERACTION Skills: Setting Objectives Knowledge Management Information Gathering Rehearsal INTERACTION Skills: Gaining Access Relating Need discovery Advocating Closing POSTINTERACTION Skills: Supporting Implementing Dealing dissatisfaction Enhancing the relationship Figure 5-1:The phases and steps of Selling Pro Basic types of selling models Standardized Model Need-Satisfaction Model Problem-Solution Model Pre Interaction Phase: Planning Skills Planning skills - this stage occurs when you collect your thoughts and organize your interaction strategy prior to meeting a customer face to face. Setting objectives-What do I want to accomplish? Knowledge management- What do I know about the customer? Information gathering-Where can I find the information? Rehearsal-What am I going to say? Customer Interaction What is the size of the business? What product lines do they sell and what markets do they serve? Where, how, when, why, and by whom will the products be used? Who are the prominent executives and other key personnel? Who are their competitors and on what basis do they compete? Do they have any previous experience with our company? What are the prospects for future sales volume and what is the upside potential? Figure 5-2: Some Important Pre-transactional Informa Customer Interaction Anticipate Buyer Questions 1. Who is your company? 2. What is your record for support and service? 3. What are you selling and what kind of person are you? 4. Who else is using your product? Are they satisfied? 5. How does your solution compare to alternatives? 6. Why do I need it? Why do I need it now? 7. How much does it cost? Is your price truly competitive? Figure 5-4: A Client's Questions The Interaction Phase Refers to what takes place during face to face encounter with a customer. Gaining access: Four commonly used alternatives for gaining access 1.Direct personal contact 2.Phoning ahead 3.Personal letters 4.E-mail messages The Interaction Phase Relating Skills: the ability to put the other person at ease in a potentially tense situation. The Interaction Phase Means of Reducing Relationship Anxiety PROPRIETY Show buyer respect; dress appropriately COMPETENCE Know your product/service; third-party references COMMONALITY Common interests, views, acquaintances INTENT Reveal purpose of call, process, and payoff to the buyer Figure 5-5: Means of Reducing Relationship Anxiety The Interaction Phase Need discovery skills Identifying motives The Interaction Phase Questioning Needs Discovery: Types of Questions 1. Permission Close-ended 2. Fact-finding Factual information 3. Feeling finding Open-ended questions 4. Checking questions Confirm understanding The Interaction Phase Advocating Skills: refer to the ability to clearly and fully present a solution that customers can see helps to address their needs. The Interaction Phase TRANSACTIONAL RELATIONSHIPS CONSULTATIVE AND ENTERPRISE RELATIONSHIPS Practices: Practices: Focuses on closing sales Focuses on customer's bottom line Limited call planning investment Considers call planning a top priority Spends most contact time telling account about products Spends most contact time attempting to build a problem-solving environment Conducts \"product-specific\" needs assessment Conducts discovery in the full scope of the account's operations \"Lone wolf\" approach to the account Team approach to the account Proposals and presentations based on pricing and product features Proposals and presentations based on profit-impact and on strategic benefits. Sales follow-up is short-term, focused on product delivery Sales follow-up is long-term, focused on long-term relationship enhancement Figure 5-6: Key Differences in Practices Between Relationship The Interaction Phase Written Sales Proposals: RATER R-Reliability A-Assurance T-Tangibles E-Empathy R-Responsiveness Customer Interaction Handling Concerns: LSCPA Listen to the buyers feelings Share concerns without judgment Clarify real issue with questions Problem-solve present options and solution Ask for ACTION to determine commitm The Interaction Phase Closing Skills Closing occurs when a salesperson asks for a commitment from the customer. Post Interaction Phase Takes place following the purchase and involves the servicing of the sale and building a lasting and growing customer relationship. Post Interaction Phase 31% Most Profitable Return Top 3 Rankings for Growth 63% 87% Rated Very Important to Growth 11% 32% 62% 3% 8% 16% 22% 26% 34% 59% 58% 49% Quality of Product Information Advertising service to improvement technology and sales customers s or promotion extensions Development of entirely new product lines Figure 5-7 : The Role of Customer Service Post Interaction Phase Sales Support Support the Buying Decision Manage Deal the with implementatio dissatisfaction n Enhance the Relationship Figure 5-8: Servicing the Sale: The Four Pillars of Sales \f\f\f