MKTG 470 exam 1

6· Interviewing and their function

Interviews are used as a selection tool to assess predicted success and to see how well the interviewee handles themself under stress

6· Widely used sales selection tools

Resumes/Application forms Personal interviews employment testing references/outside sources like other companies assessment centers

2. Social Selling

Using relationship-oriented social media tools to identify the right prospects, and turn them into close, long-term customers. Used by both B2C and B2B salespeople Includes Facebook, Twitter, YouTube, and LinkedIn's Sales Navigator

4· Organization - - Principles

-An organization is an arrangement or working structure of activities involving a group of people. - The goal is to work better together than they would individually -All marketing efforts should be organizationally coordinated and integrated - A recent trend is to move towards a flatter organization - Coordination across activities is more important than top-down approach

6· Testing

-Mental intelligence tests: To measure IQ -Sales aptitude tests: Measure aptitude for selling -Interest test: To compare a persons interest with those of a successful person. -Personality test: Measures personality traits -Drug Test:

5· Traits of top salespeople

1) Emotional intelligence 2) Analytical intelligence 3) creative intelligence 4) Integrity 5) Social Competence 6) Risk Taker 7) Optimism 8) resilience 9) self-motivation 10) cooperativeness

5· Referrals

A recommendation by one individual that another be hired for a position. Current salespeople are a great source of referrals because they know the job and qualifications. Only issue is they don't get enough of them.

1. Understand and know difference between different types of selling: consultative seller, Key account seller, new business seller, sales support

Consultative: gives you information and ideas that you need to make a decision and benefit your company. Key account seller: focus on a certain industry or a spending amount that customers typically have New business seller: only focuses on new business, really good at going out and handling the early stages of the relationship Sales support: follow up with the consumer after the sale to make sure they are taken care of, satisfied, and everything went smoothly

5· Hiring criteria

Job Analyses: The actual task of defining what constitutes a given job Job Description: Describes the exact job and duties and demands Job Qualifications: The specific, personal qualifications and characteristics that individuals should have to be selected.

CRM

Known as customer relationship management system/ sales force automation programs: programs that gather information from customers, the interactions you have had with them, sales that you have made, etc and help organize this information, generate current information, track information from the past, and project what will likely happen in the future

·4 Line organization, functional, horizontal, ect

LOOK AT NOTES

2. Sales and production (Important reasons they need to work together)

Marketing develops the marketing strategy and Sales implements the strategy in the field, Therefore close communication between marketing and sales is important. Salespeople should be involved in the strategy development process because Production makes what sales sells, and Production schedules are based on the sales forecast. without salespeople's role, Under-production will lead to longer lead times and overproduction will waste money.

2. Stages of marketing Evolution:

Production-orientation stage (Focus on mass-producing a limited variety of products for as little cost as possible) Sales-orientation stage (Age of the hard-sell) Marketing-orientation stage (Focus on identifying and meeting customer needs) Relationship-orientation stage (A shift toward long-term relationships) (a natural extension of marketing-orientation)

1. Qualities of good salespeople

Provide service that solves problems and responds to customer needs, highly motivated, A willingness to share information. Structure and discipline in work habits. • An ability to work well in teams or groups. • Skill at selling internally. • An ego that is not overinflated.1

1. Know the different "role" types

Role stress consists of two dimensions: Role conflict: salespeople are often caught in the middle between what the customer wants and what the company allows Role Ambiguity: because each customer has a unique set of needs, salespeople often face new situations in which they do not know what to do.

·5 Process for staffing

STEPS: 1) Plan the recruiting and selection process 2)Recruit an adequate number of applicants 3) Select the most qualified applicants 4)Hire those people who have been selected 5) Assimilate the new hires into the company

SPIN Questions

Situation questions - Basic data-gathering questions that ask for factual information - "Who is involved in the purchase decision for the product?" Problem questions: - Used to uncover potential problems, difficulties, or dissatisfaction the customer is experiencing - "Have you experienced any problems in servicing your presses?" Implication questions - Asking about the impact or implications of the problems - "How do these maintenance problems affect your operations?" Need-payoff questions - Help the buyer see how valuable a solution might be - "If we could minimize your downtime through a better maintenance program, how much more revenue could you generate? Trial close - Asking for the prospect's opinion - Can be viewed as a test to see if the prospect is ready to close - Should be used throughout the selling process Not just during need assessment; in fact, trial closes are perhaps most appropriate during the presentation - One example: "How does that sound so far?"

4· Organization- Responsibility and Control

Span of control- The average number of salespeople to each manager -

Legal restrictions in the hiring process

The Civil Rights Act of 1964: prohibits discrimination on the basis of race, color, religion, sex or national origin. Age discriminations in employment act 1967: Prohibits discrimination based on age The Equal Employment Opportunity Act of 1972: is a United States federal law to address employment discrimination against African Americans and other minorities. The Rehabilitation Act of 1973: as Amended (Rehab Act) prohibits discrimination on the basis of disability in programs conducted by federal agencies The Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA): is a law that prohibits federal contractors and subcontractors from discriminating in employment against protected veterans and requires employers take affirmative action to recruit, hire, promote, and retain these individuals. The Americans with Disabilities Act of 1990: or ADA is a civil rights law that prohibits discrimination based on disability

5· EEOC and OFCC

The EEOC: The U.S. Equal Employment Opportunity Commission is a federal agency that was established via the Civil Rights Act of 1964 to administer and enforce civil rights laws against workplace discrimination. The OFCC: The Office of Federal Contract Compliance Programs is part of the U.S. Department of Labor. OFCCP is responsible for ensuring that employers doing business with the Federal government comply with the laws and regulations requiring nondiscrimination.

Sales process (appropriate order)

The eight steps of the sales process are: 1. Prospecting: The method or system used by the sales force to find new customers (identify leads and qualify leads) 2. Pre-approach—planning the sale: include all the information gathering activities salespeople perform to learn relevant facts about the prospects, their needs, and their overall situation (Sources of research: Online info, Trade mags, newspapers, govt. publications, Suppliers, customers, and employees Key to this step is to define the objective for the sales call 3. Approach: The first minute or so of the sales call Make a favorable first impression, Establish rapport Small talk and Gain the buyer's agreement to move into need assessment 4. Need assessment: Salesperson uncovers buyer's needs by asking a series of probing questions Listening is key. Use SPIN technique 5. Presentation: A discussion of how the product will benefit the customer. Should focus on customer needs Built around a successful product demo. 6. Meeting objections: Objections should be welcomed because they indicate that the prospect has some interest in the proposition 7. Gaining commitment: asking the buyer to commit to some action that moves the sale forward. 8. Follow-up: The sale is not over after you get the order

·5 Relationship between sales force recruiting and strategic planning

The selection process should be consistent with the companies strategic marketing and sales force planning. Hire a sales force based on the things that will need to be done and the long term goals of the company. Example: if a company has no sales force training, they should not hire inexperienced students. OR If they need key accounts to be nurtured, they should hire experienced, very professional and resourceful sales force.

2. Understand and know difference between different types of selling: Transactional vs relationship selling

Transactional selling: Get new accounts, get the order, cut the price to get the sale, manage all accounts to maximize short term sale, sell to anyone. Relationship selling: retain existing accounts, become a trusted advisor rather than moving on, price so that the buyer and seller both profit, manage accounts with a focus on long term mutual benefit, concentrate on select accounts.

6· Personal interview (what role it plays/why it is used)

Used to determine a persons fitness for the job. They disclose characteristics and personality traits that are not always observable by other means. They help answer: -Is this person capable of excelling at this job -How badly does this person want the job -Will the job help the person realize their goals -Will this person work to their fullest capability

·4 Citizenship behaviors

a person's voluntary commitment within an organization or company that is not part of his or her contractual tasks.

1. Critical factors for sales managers to consider when hiring

know the cost of hiring Identify position before looking for candidates

2. Role salespeople play in marketing strategy

salespeople implement the strategies of the company.

Hybrid Sales Channels

selling products through multiple channels, such as Outside sales force, Inside sales force, Distributors, and E-commerce to reach different segments Often uses less expensive methods for tasks not requiring face-to-face contact

4· Organization - Structure

· - The organizational structure has a direct bearing on the implementation of strategic planning - An organizational structure is a control-and-coordination mechanism -Usually, the organization structure is set up before other mechanisms are established -An organization structure should represent a marketing orientation - The organization should be built around activities, not people. -Responsibility and authority should be related properly -Span of executive control should be reasonable -Organization should be stable but flexible -Activities should be balanced and coordinated