Chapter 13 Sales Promotion

Sales Quota (book definition)

a standard that states the amount a salesperson should sell and how sales should be divided among the companys products

Team Selling (book definition)

using teams of people from sales, marketing, engineering, finance, technical support, and even upper management to service large, complex accounts

Most sales people are considered what? (think education for this one)

well educated and well trained professionals who add value for customers and maintain long-term customer relationships

Complex Sales Force Structure

when a company sells a wide variety of products to many types of customers over a broad geographic are

Personal Selling involves interpersonal interactions and engagement between salespeople and individual customers through what channels?

face to face, by phone, via email, social media, through video or online conferences, or by other means

In a _______________________________ sales force structure, separate sales forces may be set up for different industries serving current customers verses finding new ones, and serving major accounts versus regular accounts.

Customer or market (sales force structure)

________________________ consists of interpersonal interactions with customer and prospects to make sales and maintain customer relationships

Personal Selling

________________________ is the interpersonal arm of the promotion mix

Personal Selling

A ____________________________________ structure is often supported by many levels of sales management positions. For Example, individual territory sales reps may report to area mangers, who in turn report to regional mangers who report to a director of sales

Territorial Sales Force (structure)

Workload Approach

a company first groups accounts into different classes according to size, account status, or other factors related to the amount to effort required to maintain the account. It then determines the number of salespeople needed to call on each class of accounts the desired number of times

Why can personal selling be very effective in complex selling situations?

because salespeople can probe customers to learn more about their problems and then adjust the marketing offer and presentation to fit each customers special needs

Inside Sales Forth

conduct business form their offices via telephone, online and social media interactions or visits from buyers

Salespeople can be specialized how?

customer and territory, product and territory, product and customer, or territory, product, and customer

The use of inside sales has grown in recent years as a result of what?

increased outside selling costs and the surge in online, mobile, and social media technologies

In consumer product companies such as P&G or Nike the sales force plays an important behind the scenes role, how?

it works with wholesalers and retailers to gain their support and help them be more effective selling the companys products to final buyers

Personal Selling (book definition)

personal presentations by the firms sales force for the purpose of engaging customers making sales and building customer relationships

Technical Sales-Support People do what?

provide technical information and answers to customers questions.

Inside Sales Force (book definition)

salespeople who conduct business from their offices via telephone, online and social media interactions of visits from buyers

The best sales people are the ones who do what?

work closely with customers for mutual gain

Salesperson (book definition)

An Individual who represents a company to customers by performing one or more of the following activities: prospecting, communicating, selling, servicing, information gathering, and relationship building

GE employees different sales forces within different product and service divisions of its major businesses. In the GE infrastructure the company has separate sales forces for aviation, energy, transportation, and water processing products and technologies. No single salesperon can become expert in all of these product categories so product specialization is required. GE uses what type of sales force structure?

Product Sales Force Structure

These people track down sales leads, call ahead and confirm appointments, follow up on deliveries, and answer customers questions when outside salespeople cannot be reached and are called what?

Sales Assistants

What includes designing sales force strategy and structure as well as recruiting, selecting, training, compensating supervising and evaluating the firms salespeople?

Sales Force Management

_______________________________ is analyzing, planning, implementing, and controlling sales force activities

Sales Force Management

________________________ involves using short-term incentives to encourage customer purchasing, reseller support, and sales force efforts

Sales Promotion

_______________________________ consists of short-term incentives to encourage the purchase or sale or a product or service.

Sales Promotion

This organization clearly defined each salespersons job and fixes accountability and also increases the salespersons desire to build local customer relationships that in turn improve selling effectiveness describes what type of sales force structure?

Territorial Sales Force Structure

Customer Sales Force Structure (definition)

a company organizes its sales force along customer or industry lines

Product Sales Force Structure (book definition)

a sales force organization in which salespeople specialize in selling only a portion of the companys products or lines

Customer (or market) Sales Force Structure (book definition)

a sales force organization in which salespeople specialize in selling only to certain customers or industries

Territorial Sales Force Structure (book definition)

a sales force organization that assigns each salesperson to an exclusive geographic territory in which that salesperson sells the companys full line

Sales force management (book definition)

analyzing, planning, implementing, and controlling sales force activities

6 Steps of Sales Force Management

designing sales force strategy & structure-->recruiting & selecting salespeople-->training salespeople-->compensating salespeople-->supervising salespeople-->evaluating salespeople

Territorial Sales Force Structure (definition)

each salesperson is assigned to an exclusive geographic area and sells the companys full line of products or services to all customers in that territory.

Sales Force Management (definition)

planning, organizing, leading, and controlling personal contact programs designed to achieve profitable customer relationships

Sales Assistants (definition)

provide research and administrative backup for outside salespeople. (they track down sales leads, call ahead and confirm appointments, follow up on deliveries, and answer customers questions when outside salespeople cannot be reached)

Salespeople _________________________________________________ acting inside the firm as champions of customer interests and managing the buyer-seller relationships

represent customer to the company

Salespeople ________________________________________________ by finding and developing new customers and communicating information about the company's products and services.

represent the company to the customers

A company's ___________________ creates and communicates customer value by personally engaging customers and building customer relationships

sales force

Outside Sales Force or Field Sales Force (book definition)

salespeople who travel to call on customers in the field

In Personal Selling the people who do the selling go by many names such as

salespeople, sales reps, agents, district managers, account executives, sales consultants, and sales engineers

To many customers the __________________ is the company, the only tangible manifestation of the company that they see

salesperson

What are travel expenses like in a territorial sales force structure?

small because they stay in a limited geographic area

Examples of inside salespeople are?

telemarketers and online sellers

_______________________ and _____________________________ can be very effective, less costly ways to sell to smaller, harder-to-reach customers

telemarketers, online sellers

What remains a vital took for most B-to-B Marketers?

telemarketing

Sales people represent which two entities?

the company to the customer and the customer to the company

Sales people selling products by engaging customers, presenting their offerings, answering objections, negotiating prices and terms, closing sales, servicing accounts, and maintaining account relationships is the sales force representing what?

the company to the customers

A salesperson might be largely an order taker such as...

the department store salesperson standing behind the counter

Why is using a combination of inside and outside sales people important to help serve important customers (better)?

the inside rep provides daily access and support, whereas the outside rep provides face-to-face collaboration and relationships building

What is a critical link between a company and its customers?

the sales force

Product Sales Force Structure (definition)

the sales force specializes along product lines

Follow-up (book definition)

the sales step in which a sales person follows up after the sale to ensure customer satisfaction and repeat business

Closing (book definition)

the sales step in which a salesperson asks the customer for an order

Handling Objectives (book definition)

the sales step in which a salesperson seeks out clarifies and overcomes any customer objections to buying

Salesperson-owned loyalty (definition)

the salesperson is the only tangible manifestation of the company customers see so customers may become loyal to salespeople as well as to the companies and products they represent

What do sales people do when they assist their customers?

they listen, assess their customer needs, and organize the companys efforts to solve customer problems

What are the goals of the Sales Force Management process?

to build a skilled and motivated sales team that will help to create customer value, engage customers, and build strong customer relationships

Outside Sales Force (field sales force)

travel to call on customers in the field

Social Selling (book definition)

using online, mobile, and social media to engage customers, build stronger customer relationships, and augment sales performance

On the opposite side of the salesperson spectrum from an order taker... an salesperson can also be an order getter which is what?

whose position demands creative social selling and relationship building for products and services ranging from appliances, industrial equipment, and airplanes to insurance and IT services.