MKTG 377 Exam 1

Sales is Matching Demand with Supply

Sales are more effective when the prospect feels a sense of urgency and need for your product or service

Get the Word Out when job hunting

! Build, leverage & engage your network! ! Don't be shy or ashamed... TELL EVERYONE YOU KNOW that you are looking for work ! Meet virtually ! Meet-up for coffee ! Send out letters ! Reach out by phone ! Use e-mail ! Use LinkedIn

Steve Easterbrook at McDonalds

"Companies are like people," said Vicki Chancellor, a McDonald's franchisee who serves as the head of the McDonald's Operator's National Advertising Fund. "Sometimes there may be a misstep, but you don't judge them by that misstep. You judge them on how they handle the misstep." "It sends the wrong message throughout a vast system, where we have a lot of reports about allegations of sexual harassment, of workplace violence," Dieter Waizenegger, CtW's Executive Director said in an interview. "If the guy on the top gets away, obviously, I think a store manager will feel she or he has more latitude as well." Restaurant workers have filed numerous lawsuits against McDonald's over the past year, including an international coalition of unions alleging a "global sexual harassment problem" at the company.

Ethics Defined

"Ethos" • Ethical standards derive from society and its behavior • Legal standards are enforced

Solve A "Real Life" Problem

"Wherever you can bring reality into something that you see as a problem or an inefficiency, those are the things that really stand out to us since that's what we do every day," says Hyla Wallis, a university recruiting programs manager at Facebook. Because everyone's coming through the door with minimal or zero work experience, recruiters and hiring managers have to look for other signs of what candidates can do. "Any examples you can show a hiring manager of "something that you thought of, you created . . . and got other people to use," adds Wallis, "can help put you over the edge."

Deming's TQM in a Nutshell A Process for Sales... 3 KEY FACTORS

1. - Develop a System to Measure Quality 2. - Develop a Process for Continuous Improvement 3. - Develop the Team & Keep Them Involved

Neurolinguistic Programming (NLP) Modes of Perception

1. Auditory - Sound 2. Visual - Sight 3. Kinesthetic - Touch

3. The Evaluation of Alternatives

-All customers have specific criteria for making their decision -Choice Criteria is what the Salesperson MUST identify -Focus your efforts on the Prospect's choice criteria

2 - Study your Competitors: Product Knowledge

-By knowing your competitors' strengths and weaknesses, you can plan accordingly and defeat them -Know about their reputation for service -Their products -Their prices -Their delivery schedules -Credit terms... Don't Publicly "Diss" Your Competition

Versatility as a Communication Tool

-Conflict can happen if we choose to stay in our own style / "comfort zone" -Flexibility or Versatility: the willingness to control personal behavior and adapt -Psychological Reciprocity: (most desired) when we adjust / move towards our prospect's style, and then, they feel compelled to move towards our style -WIN - WIN

Gender Style Differences

-Contribution of Gender Issues in the Business World -Proxemics (the distance individuals prefer to keep between themselves) • Plays a major role in cross-gender communication -Important to emphasize and encourage the differences between men and women's communication styles in order to benefit from those differences

characteristics of A Great Relationship Salesperson

-Develops a VISION to identify and solve their prospect's needs Short-term & Long-term -To anticipate issues BEFORE they occur -Needs To See Things & Be Aware Of Things That Other People Don't See -Sales professionals demonstrate their value to customers by providing information and helping to solve problems. -They must be prepared for almost anything and should ALWAYS have a PLAN B -Great Salespeople Are Persistent & Don't Let Roadblocks Prevent Them From Succeeding -As we've already discussed, all prospects are not created equal... Remember MADDEN -Sometimes it's how the Salesperson approaches the challenge that makes all of the difference... whether it's Plan B, C or D

7 - Road Mapping: Product Knowledge

-Future Plans -Next Steps -Upgrades -New Products

8 - Pricing Knowledge: Product Knowledge

-Payment Plans -Special Offers -Discounts

6 - Policies & Procedures: Product Knowledge

-Warranties -Refund policies -Restrictions

3 Types of Influences On The Purchase Decision Process

1 - Behavioral Influences: can greatly affect problem recognition and decision making. For the most part, people display 3 types of behavior that affect their decisions: 1) Innate behaviors (instinctual,) 2) Learned behaviors (acquired), and 3) Adaptive behaviors (evolved.) 2. Psychological Influences: -Perception -Mood of the Moment -Attitude: -Attitudes are habitual patterns of response to previous experiences -A negative attitude must be overcome before a sale can be made -Attitudes are the "mind's paintbrush" -They can color or affect any situation - Self-Image: -Self image is an individual's unique and personal self-appraisal at any given moment in time. -Self-image impacts the problem recognition phase of consumer behavior -Many of our permanent beliefs about our self-image are developed in our childhood 3 - Socio-cultural Influences: Culture is an influence that is a completely learned and handed-down way of life 1. Culture 2. Customs 3. Global / Multi-National Corp. business considerations 4. Physical Environment 5. Social Class

The Social Styles Model Basic Concepts

1. Primary style: a person's favored / usually most utilized style 2. Back up style: occasionally used (especially in stressful situations) 3. There are clues to one's style: manner of speech, use of time, gestures used 4. Usually, we respond best to a style similar to our own Behavioral Styles in Selling: -Know your style well -Style reflects surface behavior. It is not an in-depth personality analysis

Social Style Profile: AMIABLE TRAITS

1. Slow in making decisions or taking actions 2. Like close, personal relationships 3. Dislike interpersonal conflict 4. Support and actively listen to others 5. Weak in goal setting and self-direction 6. Seek security and identification within a group 7. Possess good counseling and listening skills ASSURING THE AMIABLE -PLAN AN APPROACH WITH MUCH PERSONAL INFORMATION -AVOID A RIGID "CANNED" APPROACH ! MAKE PRESENTATION INFORMAL WITH VISUALS & TESTIMONIALS -USE EMPATHY & PROVE THAT YOU UNDERSTAND AND ACCEPT THEIR FEELINGS -SPEND TIME RELATING TO THEM, MAKE THEM FEEL COMFORTABLE -BE OPEN AND CANDID, DEVELOP A PERSONAL RELATIONSHIP -OFFER THEM GUARANTEES AND ASSURANCES TO EASE THEIR FEARS -USE 3rd PARTY REFERENCES & CASE HISTORIES -AVOID ASKING DIRECTLY FOR THEIR BUSINESS. INSTEAD, ASSUME THEY ARE FAVORABLE & ASK THEM WHAT THEY BELIEVE THE "NEXT STEPS" SHOULD BE

Social Style Profile: EXPRESSIVE TRAITS

1. Spontaneous actions and decisions 2. Likes involvement 3. Exaggerates and generalizes 4. Tends to dream and get others caught up in those dreams 5. Jumps from one activity to another 6. Works quickly and excitedly with others 7. Seeks esteem, recognition and group identification 8. Has good persuasive skills EXCELLING WITH THE EXPRESSIVE • SHOW THEM HOW THEY CAN PERSONALLY WIN & HELP THEIR COMPANY • OPEN WITH INNOVATIVE IDEAS FOR THEM TO GROW AND TO WIN - VIA YOUR PRODUCT • ASK OPEN ENDED QUESTIONS THAT ENABLE THEM TO TALK AT LENGTH ABOUT THEIR PLANS & THEN RELATE YOUR PRODUCT'S BENEFITS TO THEIR PLANS • PRESENT PROPOSALS, SEEK FEEDBACK, ASK THEM TO BE YOUR SOUNDING BOARD - SHOW RESPECT BUT DO NOT BE PATRONIZING • USE SHOWMANSHIP - MAKE IT SOMEWHAT FANCY • DON'T ARGUE WTH THEM OR BACK THEM INTO A CORNER • ASK THEM IF THEY WANT YOU TO RESPOND TO THEIR STATED CONCERNS (OR ARE THEY JUST THINKING ALOUD?) • USE TESTIMONIALS • LET THEM CHOOSE THE MODE OF IMPLEMENTATION - NOT YOU

How Do You Keep Yourself Motivated These Days?

1. Take a walk 2.Practice deep breathing 3.Exercise 4. Make a Gratitude Journal

top 5 things sales reps say they spend too much time on

1. managing emails 2. logging activities 3. inputting sales data/customer notes 4. finding the right person to contact 5. creating follow-up tasks

8 Step Process For Successful Relationship Selling

1. prospecting 2. pre-approach and telephone techniques 3. the approach 4. Needs discovery 5. making the discovery 6. handling objections 7. closing the sale 8. service after the sale

3 things to get out of this class

1. teach me about sales 2. bring in people to teach/talk about sales 3. get me hired

The 6 Ingredients That Make The Right Marketing Candidate

1.Analytical & Research Skills 2.Be Digitally Savvy 3.Possess Strong Writing & Editing Skills 4.Have the Ability to Collaborate Cross-functionally 5.Show Initiative 6.Cultural Fit

7 Annoying Resume Mistakes - When It Comes To Your Resume - Details Matter

1.Avoid Sloppiness (typos, spelling errors, poor font choices) 2.Avoid using long block summaries 3.Avoid being too formal 4.Avoid using the words "Responsible For" (list your accomplishments) 5.Avoid using "Buzzwords" 6.Avoid the awkward use of White Space on your resume 7.Don't make your contact info (type size) exceptionally big

7 Ways To Build Trust In A Cynical World

1.Be genuine 2.Be a person of integrity 3.Keep your word and do what you say you'll do 4.Ask questions 5.Keep people informed 6.Be Kind 7.Trust first

Social Style Profile: DRIVER TRAITS

2. Decisive in action and decision making 3. Likes control & dislikes inaction 4. Prefers maximum freedom to manage self and others 5. Cool, independent, and competitive with others 6. Low tolerance for feelings, attitudes, and advice of others 7. Works quickly and impressively alone 8. Seeks esteem and self-actualization 9. Has good administrative skills DRIVING THE DRIVER • SPEND LITTLE TIME TRYING TO RELATE ON A PERSONAL LEVEL • MOVE FAST AND FOCUS ON THE BEST $-RELATED BENEFITS OF YOUR PRODUCT OR SERVICE & USE SOLID EVIDENCE • BE BRIEF AND FOCUS ON THE BOTTOM LINE' • THE FEWER VISUAL AIDS THE BETTER • ASK QUESTIONS TO INVOLVE THEM & LET THEM TALK • BE READY & WILLING TO "JOUST" WITH THEM WHEN THEY TEST YOU • ANSWER OBJECTIONS IMMEDIATELY & NEVER "BS" THEM

3 key factors tqm in the workplace

3 KEY FACTORS 1. - Develop a System to Measure Quality 2. - Develop a Process for Continuous Improvement 3. - Develop the Team & Keep Them Involved

Staying Motivated During COVID-19 (Article)

5 steps for leaders to keep morale up Be the calm in the storm: considering difficulty at home such as kids staying with you, lack of productivity & income Be flexible. Look at sales goals & adjust accordingly: sensing loss of short-term commissions & decline in quarterly/annual goals, adjust them to what's possible (make them proportional) Assess how changing goals affects compensation: Lowering quotas (& expectations) is a long-term gain & short-term loss, always do the right thing & keep your support & compassion for your team steady to build stronger relationships Be patient & understanding: family matters w/ kids & elders requires flexibility and understanding, re-evaluate current policies & matters like vacation time, remote work & other policies that don't usually apply under unusual circumstances such as COVID-19 Encourage Innovation: Phone/video conferencing for sales calls with customers & conduct brainstorming sessions with your team to identify innovate ways to sell & move the business forward

how long does it take to get a new customer instead of keeping an old one

5-10x longer

How AI is changing sales article

AI is changing sales thru: -Price Optimization -Forecasting -Upselling and Cross-Selling -Lead Scoring -Managing for Performance

Marketing and Sales Misalignment Impacts Brand Perception.

89% agree with this The Need For Better Communications Between Sales & Marketing Departments Almost half of all corporate decision-makers get inconsistent messaging from the Sales and Marketing departments of the companies that they work with. This creates unnecessary confusion in the marketplace.

Understanding Styles Leads To Better Communication

A Difference in Social Style -Failure to understand social styles can cause lost sales, frustration, resentment, firing... or just losing it But The Concept Started Centuries Ago: WATER - EARTH - AIR - FIRE

well's fargo ethics violation

9-8-17 A year after Wells Fargo & Co.'sales-practices scandal erupted, the bank has changed its leadership and lost valuable ground to rivals. Yet executives still face an array of legal challenges that may take months if not years to sort out. Last week, Wells Fargo increased its tally of accounts opened due to improper sales tactics to 3.5 million from the 2.1 million initially made public last fall. The 67% increase in the fake accounts brought renewed focus to the scandal, which badly bruised the bank's reputation, led to the abrupt retirement of its then CEO, and prompted many federal and state investigations separate from that of the Justice Department. 2-5-18 The Federal Reserve's unprecedented move to handcuff growth at Wells Fargo & Co sent a message that boards of directors, not just management, will be held accountable when big banks fail to manage risks. The Fed, which cited "widespread consumer abuses" at Wells Fargo, has never before imposed such a broad restriction as part of an enforcement action. Wells Fargo is barred from growing past the $1.95 trillion in assets it had at the end of 2017, unless it gets regulators' permission. Fed officials did say the company can continue to lend and take deposits. 9-14-19 Mr. Camerino is one of thousands of low-level branch employees fired by Wells Fargo as part of the bank's effort to get its fake-account problem under control. Those firings began years before a 2016 settlement brought the problems into public view, and they continue quietly today. Firing employees suspected of dishonesty is standard practice at banks, where success depends on customers trusting a firm enough to leave their money there. But in the case of Wells Fargo, regulators, lawmakers and even the bank's own board have questioned whether the junior staffers were really the ones to blame. Pervasive pressure from managers to meet aggressive sales goals was the root cause of the problem, according to a report from the board.That has been little consolation for low-level employees caught up in the scandal. Many have found they are now effectively blacklisted from the banking industry. January, 2020 Former Wells Fargo CEO John Stumpf was fined $17.5 million over the firm's fake-accounts scandal. • Mr. Stumpf was also banned from the Banking industry for life. • This was the first time, such a severe fine and sanction were imposed on a major bank's CEO September 2020 (Reuters) - Wells Fargo Chief Executive Charles Scharf exasperated some Black employees in a Zoom meeting this summer when he reiterated that the bank had trouble reaching diversity goals because there was not enough qualified minority talent, two participants told Reuters. He also made the assertion in a company-wide memo June 18 that announced diversity initiatives as nationwide protests broke out following the death of George Floyd, an unarmed African-American man, in police custody. "While it might sound like an excuse, the unfortunate reality is that there is a very limited pool of black talent to recruit from," Scharf said in the memo, seen by Reuters.

How Deming Earned His Real Street "Cred"

After the Japanese surrendered ending World War 2, President Truman sent Dr. Deming to Japan to help rebuild the country as part of our "Marshall Plan"

actors in glengarry ross

Al Pacino Kevin Spacey Alan Arkin Alec Baldwin Jonathan Pryce Ed Harris

Power Posing

Amy Cuddy, Harvard Business School Prof's TED Talk -Our Body Language Not Only Impacts Others, But Will Also Impact How We Feel About Ourselves • Power poses impact our levels of Testosterone and Cortisol - Testosterone increases significantly & Cortisol decreases significantly • Our non-verbals do govern how we think & feel about ourselves. • Our willingness to take greater-risks increases and we will do better in stressful situations like job interviews • Don't Fake it till you make it. - FAKE IT 'TILL YOU BECOME IT

strengths and weaknesses of four social styles

Analytical- Pros: -industrious, persistent, serious, vigilant, orderly Cons: -critical, indecisive, stuffy, picky, moralistic Amiable- Pros: -supportive, respectful, willing, dependable, agreeable cons: -conformist, reserved, pliable, dependent, unsure Driver- Pros: -determined, thorough, decisive, efficient, pragmatic Cons: -pushy, severe, tough minded, dominating, harsh Expressive- Pros: -personable, stimulating, enthusiastic, dramatic, gregarious Cons: -Manipulative, excitable, undisciplined, reacting, egotistical

The Promise of AI for Sales Article

And it will do all this while slashing the 40 to 50 percent of rep time now devoted to low-value administrative tasks. Predictive analytics will prioritize opportunities and recommend the right content to share with prospects. And AI can also be used to help train reps And AI can also automate the entry of data into CRM tools - saving time and aggravation. "It can extract data from emails, chats, and in-person meetings, loading it into Salesforce.com. That is happening now." AI can identify all the stakeholders in the prospect's buying process and alert a rep on whether any of these have been missed in personal contacts already made. For distributors that sell thousands of products to hundreds or thousands of customers, AI tools can do what reps cannot practically do. It can help optimize prices based on each customer's ability to spend and other massive data sets sales reps could never effectively analyze without AI tools con: AI tools will usually require about 24 months of this data to develop truly valuable insights. pro: 25 percent increase in revenue during the pilot. The new tool was not only saving reps data-entry time, "it was capturing better data - deeper, more relevant information on what was happening - and giving them a better set of signals what AI can do for sales: 1. Analyze which leads are most likely to convert to deals. 2. Examine past deals and discover how to use that information to structure new deals. 3. Study sales pipelines and create a highly accurate sales forecast (better than 90 percent). 4. Send sales reps AI-generated response suggestions during live customer conversations. 5. Determine the next best action for a salesperson to follow after a customer conversation.

Relating to the Opposite Sex

Ask Yourself: Do gender differences create diverse ways of thinking or different reactions in a sales situation? • Determine what you need to be aware of when selling to someone of the opposite sex • Adjust your style to use the strengths unique to the gender of your prospect

Self-Motivation Is The Best Fit For You!- Intrinsic Motivation

Attitudinal this type of motivation is internal, permanent and positive. -It can even start when you're very young

Bernie Madoff

BIGGEST Ethical & Illegal Cheat / Psychopath In Modern History 11 years ago, Madoff confessed to running a $50 Billion PONZI scheme that bankrupted investors and charities. 2 Years ago, HBO released a movie about him Madoff Got What He Deserved, But Very Little Monies Were Recovered In Fact, It Wasn't Just $50 Billion, It Was $65 Billion Now Madoff Says He is Dying of Kidney Failure & is Asking for a "Compassionate Release"

How To Do Well In This Class

Be Passionate ! Get Involved ! Be Responsible ! Ask Questions ! Don't Worry About Your Grade! SALES is not a spectator sport...

Millennials are quicker than other age groups to use new strategies and technologies.

Because they are more "web savvy," younger sales executives mirror the technology usage of the most successful sales professionals at the highest rates. Sixty-two percent of millennials (and 65% of top performers) say they anticipate spending more time this year using sales technology. A tight-knit relationship with marketing is paying off for millennials, who tend to outperform Generation X and Baby Boomer sales professionals. Top performing millennials are 23% more likely to say they work "very closely" with marketing than Generation X and 73% more likely than Baby Boomers. . In turn, millennials say they see excellent leads from marketing at 56% higher rates than Generation X and 115% higher than Baby Boomers. -Millennial Sales Professionals tend to work a lot better with Marketing Departments than Gen Xers & Baby Boomer Salespeople

Davos Elite (Article)

Business execs publicly stress the danger of automation on job security for human workers but privately work move towards it for competitive purposes & to reduce the human workforce American companies use terms or phrases like "undergoing digital transformation" to avoid explicitly revealing their effort to turn towards AI Companies specializing in tech like IBM, with a business division helping businesses with efficiency heavily focus on & see lucrative results from AI (($5.5 B) An argument for automation is that employees can be reskilled to perform other roles in an organization (Amazon warehouse workers now training in fields like nursing), but it's still debated (¼ projected by the World Economic Forum to be successfully reskilled)

Only 20% of Companies have Embraced Relationship Selling

By positioning yourself as a Partner or a Consultant, you are creating a more equal relationship with your prospects and clients

how does crm assist salespeople

CRM Allows Salespeople To Reduce "Busy Work", Work Faster, Provide Better More Personalized Service & Avoid Costly Errors

what can enhance team selling

CRM Also Enhances Team Selling By Allowing For Better Collaboration

New Covid-19 Layoffs (Article)

Companies like MGM Resorts, Coca-Cola & American Airlines announce layoffs or furlough (unpaid leave of absence) but as the pandemic goes on, has to seriously consider fully laying off employees (MGM laying off 18K furloughed workers) especially if there's no government aid Companies like Yelp and CH Robinson Worldwide are adjusting by changing their structure, with Yelp removing some job roles like real estate and CH Robinson now having some positions now automated Small businesses have to deal with laying off workers or keeping them furloughed as operations for reopening would be small in scale, especially if there's no government aid or if PPP loans run out

increasing sales for mcdonalds

Chief Executive Chris Kempczinski said Wednesday that global same-store sales last year were the highest in more than a decade. But guest counts to restaurants in the U.S., McDonald's biggest market, fell 1.9% in 2019 from a year earlier. The company has struggled to draw in customers domestically as rivals have expanded and consumers have gravitated toward eating at home. McDonald's is investing in technology to try to boost sales through delivery and digitalordering kiosks, along with trying to sharpen its promotions. Shares rose to 1.9% in premarket trading.

what CEO's look for

Clarity & Energy • Desire to learn • Confidence • High skills & low ego • Shared values • Great character • Persistence (No to Yes)

5. Post-Purchase Evaluation

Cognitive Dissonance is.... Post-Purchase Anxiety or Buyer's Remorse • The level of anxiety depends on the importance of the decision and the attractiveness of rejected alternatives A Relationship Salesperson can reduce this by: • Reinforcing the buyer's belief that the right decision was made • Demonstrating the capabilities and quality of the product

Consumer behavior

Consumer behavior is the set of actions that make up an individual's consideration, purchase & use of products and services. This includes both the purchase as well as the consumption of those products and services.

First Impressions - What Decision Makers Most Look For During That Initial Contact

Conventional sales approaches don't stack up—buyers now find them cold, impersonal and obviously automated. As a result, decision makers are more likely to consider a brand's products or services when the experience is personalized, for instance if a sales professional has a clear understanding of their business needs (96%) or their role (94%); shares content relevant to their role Decision makers are more likely to engage with sales when introduced through a mutual connection, particularly if the sales professional represents a strong brand.

The DISC Approach

Developed by William Marston: 1.DOMINANCE Personality - Doing & thinking - LET'S GET IT DONE NOW! 2.INFLUENCE Personality - Doing & feeling - LET'S GET IT DONE TOGETHER! 3.STEADINESS Personality - Watching & feeling - LET'S GET IT DONE PEACEFULLY! 4.CONSCIENTIOUSNESS Personality - Watching & thinking - LET'S GET IT DONE RIGHT!

DOMINO's Now Describes Itself As An E-Commerce Company That Sells Pizzas

Domino's boasts both stamina and speed as it continues to deliver on more than just its signature product. As of 2017, it accounted for 29.3 percent of pizza delivery market share—up from 21.9 percent in 2011—and it's a percentage that will likely keep growing. The No. 1 pizza chain is also the fast-food leader in all things digital. New advances from the past year include its Points for Pie program, which rewarded guests for ordering pizza, even if it was from a competitor; in-car ordering capability beginning with select 2019 car models; and GPS driver tracking. Today, more than half of Domino's sales come through its digital channels and about half of those sales are coming through mobile channels with no sign of slowing. "When more than half of your sales are coming through your digital channels, you are, by default, an ecommerce company," says Domino's chief digital officer Dennis Maloney. Through faster ovens, robotic delivery services and drones, DOMINO's Australia plans to enhance its service with more technology and less people

In the COVID-19 World With Social Distancing, Proxemics Have Changed Greatly

Dr. Caitlin E. McDonald Leading Edge Forum -In the virtual world, your camera distance impacts proxemics as the salesperson or prospect seek to create a level of formality or informality during their visit -To offset the loss of a collaborative selling environment, some companies are using certain symbols or structures to create a feeling of familiarity -The big question is how salespeople can still develop "relationships / partnerships" with their prospects while making people feel socially comfortable

TQM In The Workplace... FedEx "Quality Driven Management"

Federal Express CEO Fred Smith states that, "We aim for 100 percent customer satisfaction and all FedEx employees must have an 'above and beyond' attitude when doing their jobs. An attitude of doing whatever it takes to serve the customers is reflected from top to bottom in the organization's structure; this kind of spirit is integral to the FedEx work culture."1 But even before the customers can be serviced, Smith states that, "Employee satisfaction is a prerequisite to customer satisfaction. Therefore, TQM not only focuses on fostering healthy relationships with customers, but also on building connections within organizations

A "NOT SO HAPPY MEAL" for McDonalds' employees

Food preparation and service workers, (including fast food) According to the Bureau of Labor Statistics, this job category has the not-so-great distinction of being the lowest-wage gig in the country, bringing in a measly $8.71 an hour, or $18,000 annually. Most of these jobs require minimal education and many are part time. Despite the small paycheck, long hours, and hard work, lots of people hold these jobs. Almost 5 Million US Workers are employed in these "low-wage" food prep / sales positions This trend and the elimination of these jobs has been happening WAY BEFORE COVID-19 started... Only now, it has accelerated

The Rise & Fall Of "Pharma Bro" Martin Shkreli

Former Hedge Fund Trader, Martin Shkreli • Buys TURING Pharmaceuticals • Immediately raises price for DARAPRIM, a life-saving anti-HIV drug • From $13.50 to $750 a pill (+5,000%) • Shkreli doesn't think that there is anything wrong doing that • Called before Congress • Ultimately accused of Securities Fraud • NY trial had difficulty finding unbiased jurors The Law Couldn't Get Him For "Price Gouging," But It Turns Out His Dishonest Behavior Had Been Going On For Some Time • Martin Shkreli was convicted of 3 counts of securities & wire fraud • Faces up to 20 years in prison • Paid $5 Million bail • Seems to be in denial of it From a top bunk in a 12-person prison cell in Fort Dix, N.J., Martin Shkreli is at work on a big second act. Wielding little more than a contraband smartphone, the disgraced pharmaceutical executive remains the shadow power at Phoenixus AG, the drug company that became a national lightning rod for jacking up the prices of rare drugs under its former name, Turing Pharmaceuticals AG. Mr. Shkreli still helps call the shots. A few weeks ago he rang up his handpicked chief executive during a safari vacation—to fire him, according to a person familiar with the exchange. Jailed drug-company founder Martin Shkreli and an associate violated competition laws by working to block rivals from introducing generic forms of an antiparasite drug, the Federal Trade Commission and the New York attorney general allege in a new lawsuit. The efforts by Mr. Shkreli to prevent competitors from producing generic versions of the drug, called Daraprim, continue to this day, the complaint filed Monday in federal court in New York says. Daraprim treats toxoplasmosis, a parasitic infection.

AI affecting jobs

Former IBM CEO Ginni Rometty Believes that ALL JOBS will be impacted by AI & Technology

sales vs marketing

Georgetown University study: Sales is one of the top three most common professions for entry-level marketing graduates Florida State University study: 60% of all Business majors and 88% of all Marketing graduates take their first job in Sales. Sales Education Foundation study: Students who have gone through a collegiate sales program as well as the opportunity to complete a sales internship, "ramp-up" 70% faster than their untrained counterparts. But, There Is Always A Dysfunctional Rivalry Between Them When Marketing People Respect Salespeople & Vice Versa... Everyone Wins!

4 Personality Styles Article

Greek historic personality styles Outgoing task-oriented personality that's quick to act (choleric) Outgoing people-oriented, quick to act (sanguine) Reserved people-oriented, slow to act (phlegmatic) Reserved task-oriented, slow to act (melancholic) Everyone has a blend of these styles, none are better than the other 4 dimensions of human behavior Feeling: learning thru personal involvement Thinking: Learn thru logic, ideas & concepts Watching: Observe & use caution to obtain outcomes Doing: Change situations & influence others to obtain outcomes Dominance Personality (Doing & Thinking)- Choleric Controlled, independent, strong-willed, Get things done now, attend to relationships later Primary concern: results Ask forgiveness personality: forge ahead & take action Influence Personality (Doing & Feeling)- Sanguine Outgoing & social Get things done together Enthusiastic, friendly, opinionated Ask forgiveness personality: forge ahead & take action Attend to relationships 1st, get tasks done 2nd Primary concern: recognition Steadiness Personality (Watching & Feeling)- Phlegmatic Reserved, social Let's get it done peacefully Detail-oriented, slow to act Calm, supportive & empathetic Attend to relationships first and get tasks done second Ask permission personality:reluctant to go ahead until you believe a matter works out well for all parties Primary concern: stability Conscientiousness Personality (Watching & Thinking)- Melancholic Let's get it done right Detail-oriented, slow to act Questioning, skeptical, detached Attend to tasks 1st, relationships 2nd Ask permission personality: take action when you believe that a matter can be completed correctly Primary concern: quality Why personality style is important: reflects a person's values Understanding someone's preferred personality style & adapting interaction to it improves workplace motivation & employee accountability

Frito Lay Guest Speakers

Heather Doyle: Sales Senior Zone-Supervisor Connor Brooke: Sales District Leader

Reimagination & Re-Invention Have Accelerated As A Result Of The Pandemic-peter schwartz

High degree of variation on how companies have journeyed through COVID • Some industries have thrived - Technology, Healthcare & e-Commerce • Some were hit super-hard - Small Business, Hospitality & Transportation 4 Key Trends (Occuring before COVID, But accelerated as a result of) 1. Remote everything 2. De-globalization 3.Sustainability 4. Digital transformation

FOOD DELIVERY MARKET DEMAND IS SURGING UBER EATS, DOORDASH...

Home / Office delivery means less low level employees employed in the restaurant industry, because less people are needed in the restaurants

Proper Planning Prevents Poor Performance

If you don't invest the time to LEARN about your company, your product,your prospect and THEIR NEEDS... YOU WILL NOT SUCCEED

Wells Fargo Article

How well cross-selling products is ingrained in WF culture: Motto said by a former employee: If you could sell, you had the job Get sales up at any cost, as said in a meeting Results from the cross-selling program: 2 million deposit & credit card accounts opened without customers knowledge & rarely used Primary motivations for pushing sales so aggressively at WF: Sales pressure Uphold values of faster/better selling (said by CEO John Stumpf) What kind of sales practices conducted at WF: Employees told to hunt for sales prospects at bus stops & retirement homes Employees asked to open accounts for friends & family (if sales goals not met) Customers given a credit card as a thank you with the option to dispose of if not wanted, but not told it requires a credit check (which can lower credit score) What were employees who questioned these practices told: Keep cross-selling Ignore bosses "No, you can do it"/"You're negative"/"You're not a team player" Would you say that poor ethical behavior existed throughout all levels of the company: Mostly through branch managers & employees who ignored upper-level management, but CEO deserves some blame for not publicly denouncing the practice Did WF make a "genuine effort" to investigate these unethical practices: Arguably yes when hiring law and consulting firms & Office of the Comptroller of the Currency ordered WF to hiring more consultants for investigations, along with LA city attorney's office lawsuit alleging fraud What did CEO John Stumph mean when he said "8 is great.Let's go again for 10": Cross selling goal Was top management aware of these practices: Apparently not, but questionable (previous CEO Richard Kovacevich started this practice) Also disputed that they're aware (executives told managers to stop opening accounts) Firing of employees, including manager who defied upper management Not fully aware bc they didn't know their strategic planning/goals are based on exaggerated numbers Did WF's internal code of conduct encourage this type of sales behavior: Arguably yes bc employees still criticized by management and threatened with firing during conference calls or sales goals reports & CEOs still promoted cross-selling As a result of WF's $185 Million fine, do you think this penalty will change & fix their culture long-term: -No because there was still improper selling practices (charging customers w/o permission) & pressure to reach sales goals & employees who didn't reach sales targets are asked to open accounts for friends & family - CEOs still don't criticize it

Identifying Pace and Priority

Important questions to ask yourself to determine a prospect's pace and priority: 1. How fast are decisions made? 2. How competitive is the person? 3. How much feeling is displayed in verbal & nonverbal communication?

The CRM Industry Has Experienced Staggering Growth In Recent Years

In 2019, we found out that overall CRM usage increased from 56% to 74%. Broken down this statistic showed that 91% of businesses with over 11 employees now use CRM, compared to 50% of those with 10 employees or less. Salesforce: At the cloud-software giant, a staggering 52% of new hires come from referrals by current employees. It's a major point of emphasis, as workers get a cash bonus of $2,000 for every successful referral. (Last year employees collected $7 million!) Recruiters must review and contact these candidates within seven business days, and the company even has an app that lets employees see the status of the potential hires. In 2018, Salesforce opened the Office of Ethical and Humane Use of Technology. ...Paula Goldman, chief ethical and humane use officer. "We may not always agree, but I'm proud to work at a company where all voices are heard with mutual respect and understanding."

Selling isn't easy...

In fact, it could be quite intimidating and scary ! Everyone hates getting rejected ! But with some confidence, the right skill set, the right attitude and experience... ! it gets much easier

timeline of mcdonalds and their tech improving stock

July, 2019 - McDonalds Again Crushes The Markets & Its Tech-Focused Partnerships Are Moving Fast August, 2019 - McDonalds Will Deliver From Over 10,000 US Store Locations In Over 50 States Early 2020 Things Still Seem To Be Working-Even with COVID, McDonalds Is Soaring 2020 - Next Steps... Robot Generated Burgers

Identifying Modes of Perception By The Words We Use

KINESTHETIC: I am watching developments in that particular stock; before I buy, I want to see the progress it makes this quarter and get a picture of what to expect in the future AUDITORY: • There is so much noise in here that I can't hear myself think VISUAL: • The atmosphere was heavy and damp; there was an oppressive stillness, thick with apprehension

In Summary, Winning in Sales is the Sum of...

Knowledge + Technology + Positioning + Motivation =SUCCESS

Different Levels of Sales "Careers"

LOW (reactive) like Order-taking ! MEDIUM (Proactive) like Direct Selling ! HIGH (Relational / Relationship) like Personal Selling !

2. The Search For Alternatives

Limited By: • The prospect's sense of urgency • Their timing • Past experiences • The risk involved with making the purchase • The cost of the purchase

3 Sites That Are Essential To Use When Seeking Employment

LinkedIn: For Social Networking Connection Indeed: For Job Search Ziprecruiter: To get recruited by potential employers

lori loughlin college scandal

Loughlin, 56, and husband Mossimo Giannulli were accused of paying $500,000 in bribes to admissions scam mastermind William "Rick" Singer to get their daughters Olivia Jade and Isabella into USC. The girls reportedly were recruited as crew team members even though neither ever did crew. What were Olivia Jade's Accomplishments in her Fake USC Resume? The fake resume that has been released claims that Olivia Jade earned 2 gold medals, 2 silvers, and 2 bronzes as a coxswain for her high school team. The resume also mentions how Olivia finished 11th in the Head of the Charles in 2016 and 14th place in 2017. After pleading "not guilty," Loughlin and her husband reversed and plead guilty. They received 2 and 5 month sentences. In light of what they did, was that fair? • Is this "Rich privilege?" • "White privilege?" • Should she be allowed to pick which prison she'll be incarcerated at? LeBron Isn't Happy, What Do You Think?

The Big Picture of this class

My goal will be to give you the right tools and training to succeed in sales. & to make YOU a WINNER Regardless of your chosen profession, everyone has to sell. Whether it's a product, service, passion or a belief

osinski's pledge

My pledge is to do my best to teach you new sales skills and make your more marketable as you launch your careers

is AI replacing salespeople?

NO

Market Positioning (Article)

Market positioning: exercise used for establish brand/product's image Achieved thru 4 P's (promo/price/place/product) Examples: ladies shoe company positioning product as status symbol, sandwich chain positioning itself as healthier option, car company's position as safer option for families Positioning strategies: Customer needs: knowing target market Product price: Competitive pricing Product quality: high quality Product use & application: specific use Competitors: better than competitors Creating an effective market positioning strategy Create a positioning statement (1-2 sentences identifying product's unique value), need to ask pre-statement target customer/business category/biggest benefit/proving benefit, post-statement need to ask sharing unique value proposition/focused to target market needs/consistent in all areas of business/easy for someone outside of business to understand/promise something you can realistically back up Create tagline: shorter & snappier version of positioning statement conjuring image of your business in target audience's mind, examples: Nike (Just do it), Cali Milk Processor Board (Got Milk?) Competitor Analysis: identifying competitors (evaluating strengths & weaknesses), key for finding gaps in market to fill, consider objectives (their market share & growth rate), history (past marketing efforts, messaging, engagement on content efforts), strategy (study ads, promo campaigns), audience (relationship, social media, features, collabs, review sites) Find current position: where your business fits in competitive landscape, including how customers & you think your business ranks Positioning in ads: primetime TV, newspaper ads, includes value statement/mature design (include celeb endorsement & simple/complex design)/mature models (enable personal connection w/ target audience)/comparison statements (countering competitors like diff tech or more luxurious formula)/market position tests (qualitative/quantitative research,focus groups,surveys,polls, 1-on-1 interviews)/market repositioning (adapting positioning in case of major shift in market or rapid decline in sales)

summary of first presidential debate

Messy. Bitter. Chaos. Absolutely awful. These are just some of the terms being used to describe last night's debate between President Trump and Joe Biden. NBC's "Meet The Press" host Chuck Todd labeled the contest "a train wreck of the making of one person" while CNN's Jake Tapper called it "a hot mess inside a dumpster fire inside a train wreck". Moderator Chris Wallace struggled to take control of a debate filled with interruptions and personal attacks as both candidates attempted to get their points across on a variety of issues including the pandemic, white supremacists and the economy. Initial polls have already been released looking into who won the debate but the consensus among many commentators is that the American people lost. • If this were a sales situation, this would be like a salesperson "refusing" to be fired by their client • Maybe, I'm fiercely "optimistic," but I am praying this possibility doesn't become a reality for all of our sakes

But be REAL CAREFUL about what you post online

More Than Half of Employers Have Found Content on Social Media That Caused Them NOT to Hire a Candidate ! Seven in ten employers (70 percent) use social networking sites to research job candidates during hiring process ! Nearly half of employers (48 percent) check up on current employees on social media ! A third of employers (34 percent) have reprimanded or fired an employee based on content found online ! Primarily reference GOOGLE, FACEBOOK & LINKEDIN

MOTIVATION and Goal Setting

Motivation is defined as the impetus to begin a task, the incentive to expend the necessary time, and the willingness to sustain the effort until the job is done. -Wishing for something is NOT being Motivated

New Business Selling jobs

New Business Development ! Finding new customers & persuading them to buy for the first time ! New business selling includes selling new products to existing customers or existing products to new customers.

Socio-cultural Differences - Dietary

PYEONGCHANG, South Korea -- About five minutes' walk from the Olympic Stadium, past a European-style bakery and down a narrow side street, is a restaurant named Young-hoon Boyangtang. There is a menu posted next to the front door. The top item on the menu is listed, first in Korean and with an English translation alongside, as "Nutritious Soup." "We have athletes who come in here and eat it -- skiers, golfers, they order it a lot," said a woman working inside. "It's for strength. Many Korean doctors recommend it for patients who are having chemotherapy, too." The cause? That menu item. "Nutritious Soup" is a culinary euphemism for dog-meat stew.

Neurolinguistic Programming (NLP)

Perceptual fields are ways in which people view the world: • Use these as another way to observe and understand people • Separate from social style analysis • The science of how the brain learns

The Positive Nature of Relationship Selling

Personal abilities demanded: • Creativity • Intelligence • Hard Work • Dedication & You've Gotta Be HAPPY! (Optimistic)

Product Knowledge (Article)

Product knowledge is sales power Customers should be able to place their trust in employees' product knowledge Types of product knowledge: Features & Benefits: being able to answer the question "What's in it for me"? Transition those features into benefits Competition: how product fares against competitor's offerings Industry: Knowledge of industry trends & updates surrounding product Complementary: How your product can be used in conjunction w/ other systems & products Technical: Fixing problems on user interface & hardware levels. Knowledge of customization possibilities Policies & procedures: Knowledge of refund policies, warranties & restrictions Road mapping: For software solutions, early innovators want to know future release schedule Price: Info on discounts & special offers Engage with product: generative learning method of problem solving before learning a new concept Using pre-existing knowledge for problem solving, allowing for mental connections between old & new ideas Example: Hubspot w/ employees creating a hypothetical business & website using online tools to build confidence Contribute to knowledge base: gives customers & employees easy access to answers on FAQs Example: new support team members tasked to review chat transcripts & spot gaps to craft a knowledge base article to be checked by a senior member Elaborating an idea in your own words is a form of reflection, helping retain info Practicing hypothetical customer scenarios Role-playing helps w/ reflection in applying concepts to real-life situations Answering asynchronous channels Putting new support people behind e-mail and messaging to research before sending an appropriate response Combines generative, reflection & interleaving learning Periodic testing Retaining new knowledge by frequently recalling it Free-text questions over multiple choice is emphasized for reps in order to think w/o any prompts Feedback should be given immediately so reps don't retain incorrect knowledge Test could be based on scenarios for chat transcripts in which trainees would be asked to formulate their own answers over customers questions & then compare them to those of experienced reps or FAQ sections Send employees' whispers Temporal spacing with info given out in intervals & spaced out practice sessions to help recall info (example: emails with work suggestions/whispers sent out in Google's whisper courses) in formats (infographic,video,audio) Product training should be reintroduced periodically when new products are released or for updates or with new content added to websites & user interfaces

little engine that could example

Regardless of your personal communications style, to be successful in Relationship Selling, we all have to have a "LITTLE ENGINE THAT COULD" attitude within each of us

Everyone Needs A Resume,But Make Sure It Gets Through The Robots First

Regardless of your skills and qualifications, you MUST make sure that your resume is created using a simple word-processing software template (GOOGLE Docs, Microsoft WORD...) Because 70% of all resumes are reviewed by a robot / Applicant Tracking System (ATS) before it even goes to a human being YOUR RESUME'S MOST IMPORTANT OBJECTIVE IS TO GET YOUR FORWARDED TO A HUMAN BEING

Highest Level: Personal Selling: Relationships

Relationship Selling is a NATURAL HIGH! MKTG 377 is all about Personal / Relationship Selling ! Personal Selling is defined as... 1. The process of seeking out people who have a particular need, 2. Assisting them to recognize and define that need, 3. Demonstrating to them how a particular service or product fills that need 4. & then persuading them to use that service or product

Developing A Personal Code of Ethics

Responsibility to Self Responsibility to the Company: -Honoring the company's policies -Accuracy in expense accounts -Honesty in using time and resources -Accuracy in filling out order forms Responsibility to Customers & Shareholders: -Misrepresenting products and services -Keeping confidences -Giving Gifts and Entertaining Clients Responsibility to Competitors

4. The Purchase Decision

Several alternatives may seem equally acceptable • This process can be simplified with guidance from a professional salesperson • Involves a set of related criteria: -Tangible features of the product -Financial considerations: price, discounts, credit policies -Intangible factors: reputation, past performance, or delivery dates

Mastering Your Virtual Interview

Some employers make their determination on you within 1 second • The virtual / video interview gives the job candidate a big advantage - CONTROL • You need to go for 100% CONTROL - Prepare in advance... • Your camera angle and lighting • Make sure you are well-groomed • Lean forward and SMILE • Avoid a cluttered room or unmade bed • Prepare in advance - People love to be listened too - Make sure that you take notes • GREAT OPENING LINE: "I am so excited to be here, because (fill in the blank)" • Be enthusiastic, take a chance • Do your research because then enables you to have a conversation • The best interviews are a dialogue (because then the interviewer can see what it would be like if your worked with them) SHOW not TELL

On Becoming A Master Salesperson- Are Salespeople Born or Made? Anthony Iannarino

Some people are born salespeople: • High empathy for others • Charismatic • Likable • Generate trust from others quickly Other salespeople can be made: • Most sales skills can be taught • Learning how to ask good questions • Developing business acumen / skills • Exploring your prospects' needs

osinski's advice to college students regarding job hunting

Start the job search early, read everything & get an internship • Work hard - Dream BIG - Don't take short-cuts • Do the RIGHT THING

Success and the Total Person

Success is the progressive realization of worthwhile, predetermined, personal goals. Success is... ...progressive throughout life. ...different for different people.

What did TQM Processing Lead to

TQM Processing Led to CRM Software Development

Top Indicator for Sales Success

TRUST It's more important than ever for sales professionals to earn and maintain trust as consumer skepticism of big brands peaks. -Two-thirds (66%) of decision makers feel the sales professionals they work with are essential partners all or most of the time -Ninety-nine percent of sales professionals say trust is "very important" or "important" to winning new business. Forty percent rank trust as the most important contributor to closing a deal—even above ROI of the product or service (28%) and price (18%). An additional 24% rank trust second. Fifty-one percent of decision makers rank trust as the No. 1 factor they desire in a salesperson, followed by responsiveness (42%), expertise in the field (42%), problem solving (37%) and transparency (34%).

Why It's So Hard to Fill Sales Jobs article

Technical sales and sales-management positions play a critical role for U.S. businesses, but they are among the hardest to fill, according to a 2014 report from Harvard Business School's U.S. Competitiveness Project. Employers spent an average of 41 days trying to fill technical sales jobs, compared with an average of 33 days for all jobs for the 12- month period ending in September 2014, The youngest generation of workers, having lived through the financial crisis and recession, is more risk-averse, say sales executives, adding that young prospects are reluctant to enter a hard-charging work environment where success often boils down to a number. In addition, "there's a huge stereotype that sales isn't really a career—that either anyone can do it or you're born to it," said Suzanne Fogel, chair of the marketing department at DePaul University's Driehaus College of Business. Parents share some of those misconceptions, and often dissuade their children from pursuing sales careers, she added . Students frequently show a "lack of awareness" about sales roles, said Sharon Prosser, group vice president of Oracle Direct, but their interest is piqued when they learn that the field is well-suited to "continuous learners and that there's training and career progression built into the program." Companies are rethinking their compensation strategies to appeal to young people who want more of a financial safety net, favoring a higher base pay with a lower proportion of the riskier commission pay. In the pay mix for sales jobs, the base portion has increased 11.7% from 2010 through 2014

What Recruiters Suggest You Should Say On LinkedIn & Other Social Mediums

The Facts: ! Companies you've worked for ! Dates of employment ! Job title & description A Clear Career Story: ! Do your prior jobs show any growth or career path? ! Ask yourself... Is there any value to posting them? Your Endorsements and Connections: ! A Professional photo TAKE THE TIME & INVEST IN YOUR PROFILE AND YOUR JOB SEARCH

How To Ruin Your Career With One Simple TWEET

The above message was sent by the "FORMER" Head of the Digital Media Division of a major Ad Agency upon arriving in hometown of a key client •His followers on TWITTER included top executives of both his Agency and of this client •FEDERAL EXPRESS loves Memphis, TN (its hometown) They didn't love this TWEET

Proxemics

The physical distance individuals prefer to maintain

Most Businesses Were Unprepared for Covid-19. Domino's Delivered Article

The pizza delivery giant is one of several companies thriving in a time of touchless transactions, robotics, online commerce and decentralized offices. Their successes may define the business world for a long time to come. -Domino's quickly rolled out "Carside" pickup to its stores. It is one reason why the pizza delivery giant thrived during the pandemic. Its sales and stock price surged while other restaurants struggled. "This pandemic just accelerated the trends that were already in place," -robots don't get sick: Seems much more productive and efficient for future which dominos is trying out -Kaiser is also trying to stay ahead of the tech curve during pandemic w/ telehealth

The Sales Cycle Framework for Relationship Selling

The steps are presented in a logical sequence, but are NOT necessarily in chronological order! Phase One: • Identifying Qualified Prospects • Qualified prospects must have: • MADDEN • Planning Pre-approach Activities • Telephone Activities This includes steps 1 and 2 Phase Two: Approaching the Prospect Discovering Needs • Success of the process depends on this • Requires questioning and creative listening skills Making the Presentation • Takes planning Handling Objections and Gaining Commitment • It is up to the seller to qualify the buyer • Resistance happens because an atmosphere of mutual trust was never fully developed • There may be problems beyond your control This includes steps 3-6 Phase Three: Service After the Sale • Good relationships keep satisfied customers coming back • Customer satisfaction is an asset to you and your company • The relationship REALLY BEGINS when the Buyer says YES • Dealing with Cognitive Dissonance (BUYERS REMORSE) must be addressed and resolved by the salesperson This includes steps 7-8

Value Creation Through Relationship Selling

The trend in professional selling today is toward relationship, problem-solving selling • Customer Satisfaction: is the ultimate goal of the relationship salesperson throughout the selling process • Relationship Management: • Managing the account relationship • Ensuring that your clients receive the proper service during and after the sale These objectives were supported within the SALESFORCE & LINKEDIN's "State Of Sales" reports addressed in class

What do President Abe Lincoln & Gene Simmons have in common?

They both practiced the KISS Method K EEP I T S IMPLE S TUPID SUPER IMPORTANT!!! Be Sure That Your Listener (Customer) Understands What It Is That You Are Talking About When Making A Sales Presentation The Gettysburg Address had: Contained 268 words 198 were one syllable words 50 were two syllable words Only 20 words had more than two syllables

GOOGLE & Its "Brogrammer" Culture

Those suits followed reports that Google agreed to pay $135 million in exit packages to men who left the company after being accused of sexual harassment. Those payments, as well as the continued retention of top executives who engaged in personal relationships with subordinates, were part of what the litigants termed a "brogrammer culture, where women were sexually harassed and valued less than their male counterparts." Alphabet Inc. will put $310 million into a new fund for diversity and inclusion initiatives, as well as loosen restrictions on employees who want to speak publicly about sexual harassment and retaliation claims. New policies include making arbitration optional for employees and contractors in dispute with the company, and forbidding romantic relationships between bosses and subordinates. The moves were part of a settlement announced Friday of a series of shareholder lawsuits dating back nearly two years. "I hope these commitments will serve as a strong signal to all of you that we are not going back in time," Alphabet CEO Sundar Pichai wrote in an email to staff. Case Was Finally Settled Last Week

TQM - Continuous Quality Improvement

Total Quality Management: • Listen and learn from customers AND employees • Continuously improve the partnership • Teamwork through mutual trust and respect • Do it right the first time • Get your whole company involved Service Quality: • There is a process and an outcome. Both are necessary for customer satisfaction.

automation and jobs

Until the techno-utopian dream of full automation comes into effect—and frankly, there's no guarantee that will ever happen— There will be plenty of jobs for humans, just not ones their parents would recognize. Whether the humans in charge are in the same city or thousands of miles away, the proliferation of not-yet-autonomous technologies is driving a tiny but rapidly growing workforce.

Sometimes Gender Differences Can Have A Big Impact On Very Important Issues

What to do & what NOT to do 1. Make an appointment with your boss to ask for a raise 2. Even if you don't get it the first time, it sets the stage for a future ask 3. Come prepared and have a list of all the responsibilities that you took on when you were first hired AND THEN, the additional responsibilities that you've subsequently taken on since being on the job 4. Be enthusiastic & tell your boss, you are glad to take on more responsibilities, you just want to be fairly compensated for them 5. Give your boss a specific amount or number that you are seeking (10%, 15%...) 6. If you don't get the raise, ask your boss for the next time, "What would merit that raise?" 7. Then, you can come prepared to the next meeting and GET IT!

Deming's 85-15 rule

When things go wrong, 85% of the time, it is the process or system that is at fault and only 15% of the time at most, is it the fault of the employee or salesperson

Deming's "85-15 Rule"

When things go wrong, 85% of the time, it is the process or system that is at fault and only 15% of the time at most, is it the fault of the employee or salesperson.

YOU MUST BE SELF-MOTIVATED

Whether It Originated From Negative Or Positive Inputs, External Motivation Factors Do Not Work in the Long-Run... They Can Actually Have A REVERSE EFFECT

There is no "Magic Charm" for Motivation

Whether It Originated From Negative Or Positive Inputs, External Motivation Factors Do Not Work in the Long-Run... YOU MUST MOTIVATE YOURSELF!

Sexual Harassment continues to pervade the workplace.

Women in the Workplace 2019 is the largest comprehensive study of the state of women in corporate America. This year, 329 companies employing more than 13 million people shared their pipeline data and completed a survey of their HR practices. In addition, more than 68,500 employees were surveyed on their workplace experiences, and we interviewed women of different races and ethnicities and LGBTQ women for additional insights. Sexual harassment continues to be a widespread issue at work. Two in five women surveyed have experienced some form of sexual harassment over the course of their career, such as hearing sexist jokes, being touched in an inappropriately sexual way, and receiving unwanted attempts to have an intimate relationship. For some women, sexual harassment is more common. Lesbian women, bisexual women, women in technical roles, and women in leadership roles are more likely to be sexually harassed. Social science research shows that women who defy conventional expectations of how women should act—for example, because of their sexual orientation or field of work— are targeted more often.

Some Motivation Tactics Achieve Success On Both Intrinsic & Extrinsic Levels

ex: New Zealand's "All Blacks" National Rugby Team -The "Haka" Chant Both Motivates Their Team To Succeed While Intimidating Their Competitors

The Two Contagious Behaviors of a Great Boss- George Washington Article

likable bosses don't always inspire confidence Another time-honored tactic is leading by fear. leaders ought to study the two consistent behaviors Washington displayed. The first was a combination of seriousness, courage, tenacity and outsize effort Washington's relentless nature colored everything he did—from riding his horses fast, even if he wasn't in a hurry, to holding his soldiers to high moral standards. He once forced an army fife-and-drum corps to practice day and night until it achieved perfect sync. Studies have shown that an extraordinary effort by one team member can compel everyone else to give more. It's fair to say that Washington's actions at Princeton infected his ragtag army of outnumbered amateurs. Washington's second leadership posture was ironclad emotional control. When officers committed acts of insubordination and incompetence, he tried to avoid berating them. And rather than threatening soldiers who declined to re-enlist, he spent hours among them appealing to their sense of honor. George Washington wasn't a fun boss. His stoicism didn't endear him to everyone. Many officers found him cold and reserved and marveled that they'd never seen him smile. A French envoy once called him "even-tempered, tranquil and orderly." Washington himself wrote that a person's flammable passions "ought to be under the guidance of reason." According to the Hogan study, bosses who are considered diligent, cautious and reserved earn higher ratings for integrity than those who seem excitable.

CEO's earn so much money

ratio of ceo to worker worker: $56,000 ceo: $15.5 mil this is 276 times higher. WF CEO John Stumpf paid back $41 Million but are CEOs being too well compensated?

most important factor in business

survivorship

Sales Training is Essential!

•Multi-Billion Industry in the US •Most large companies implement their own sales training programs •Countless other programs targeted towards small business, individuals or entrepreneurs Beyond just sales training, you NEED to develop a POSITIVE ATTITUDE

3- Industry: Product Knowledge

•Trends •Updates

Relationship Selling Vs Trust & Value... Are They Exclusive Of Each Other? - Victor Antonio

• A question to ponder... does trust create the relationship or does a relationship create trust? • Before the internet, customers / prospects needed salespeople to provide them with information • Now, there is an abundance of info available, so the role of the salesperson has changed somewhat • In addition, many B-to-B sales involve "Buying Groups" (multiple people involved in making the purchasing decision) • Now the role of the salesperson is to be the "EXPERT." To help the buyers make the correct buying decision • The salesperson needs to know more than the customer to help them make that right decision

AI-Recruiting Now Utilizes NLP Concepts

• AI interview algorithms based upon your words, voice / tone and facial expressions • Facial analysis evaluates your smiles, frowns and other facial movements and blends them together for your final score

A Career In Sales Provides Countless Opportunities for Advancement or Externally

• Be an Entrepreneur • Join a Competitor

3 Things Companies Are Now Doing To Attract Competent Salespeople

• PROMOTE THE TEAM BENEFIT: Young people today want to be much more a part of a sales team • RETHINKING THE COMPENSATION STRUCTURE: In the pay mix for sales jobs, the Base Salary portion on average has increased 11.7% from 2010 to 2014 • PROMOTE THE CAREER PATH: They are also seeking a clearer career path with support to work their way up

QDM is FedEx's Internal Name For TQM

• Quality Driven Management (TQM) is the essence of Federal Express • It represents the company's expectations of its employees, the processes it undertakes for continuous improvement, the language that it uses in communicating its mission and the ultimate rewards it provides to employees • Fed Ex's QDM drives 2 key goals - superior customer experience and outstanding business performance • QDM processes are a scientific approach that is universal throughout the entire company, all over the world • To succeed, the entire company from top management on down, must support the process

How the Company Treats the Salesperson Sets the Stage for Proper or Improper Ethical Behavior

• Some incentives encourage fudging • Management may not be accessible to help with ethical issues Do control mechanisms exist for: • Customer complaints? • Salesperson dissatisfaction? • Expense accounts? • Are sales goals impossible? (think Wells Fargo) • Be sure managers fairly manage the distribution of sales territories

4- Complementary Products & Services: Product Knowledge

•Compatibility with related products and services

5 -Technical Knowledge: Product Knowledge

•Maintenance •Repair •How it works

Deming's Approach Led Towards A Significant Growth In Team Selling

! It has grown to take advantage of diverse skills and personalities needed to sell complex products ! The selling steps are the same, but rules are needed ! Usually requires at least one salesperson and some technical specialist(s) ! The buyer may also have a team ("Buying Group")

Bribery case with Walmart

"Walmart profited from rapid international expansion, but in doing so chose not to take necessary steps to avoid corruption," Brian A. Benczkowski, an assistant attorney general, said in a statement. The investigation, which was conducted by the Department of Justice and the Securities and Exchange Commission., Walmart had made suspicious payments to officials in Mexico and then tried to conceal them from top executives at the company's headquarters in Bentonville, Ark. And even when the issues reached the main office, an internal investigation essentially went nowhere. The guilty plea, and the $282 million in fines that Walmart has agreed to pay, capped one of the biggest investigations ever under the Foreign Corrupt Practices Act, which makes it illegal for American corporations to bribe overseas officials. This Bribery Cases Dragged On for 7 Years Extending To 3 Continents... Finally Settled in June, 2019

Sales Technology, the "X Factor" for Closing Deals

-More than half of sales professionals (64%) use CRM tools like Salesforce and Microsoft Dynamics—up 28% from 2017 -62% use collaboration tools like Box, Google Docs, Microsoft Office and Dropbox—up 6% from 2017 -59% use networking platforms like LinkedIn and Facebook—up 5% since 2017 -40% use enterprise communication platforms—up 8% since 2017

What about Operating in that "Global Environment?" - Whose Rules Should We Adhere To?

-Some cultures have different expectations Global Rule of Thumb: • Salespeople should follow the laws of their HOME country AND company, as well as adhere to the rules of the country where they are working if they are in synch with each other

The Social Styles Model: Basic Communication Concepts

-Style is your approach to receive & send messages -People chose to operate using their favorite style -You can identify someone's primary style by observing -People respond favorably to a style that is similar / complimentary to their own Primary & Backup styles

The Concept of Identifying Various Behavioral Styles For Business is credited to Carl Jung

-Swiss psychologist -His work laid the foundation for the Myers-Briggs personality test -Influenced the creation of Alcoholics Anonymous -Recognized mankind for its "flaws" Expanded Freud's studies on the adult ego to state that personalities include 4 functions: 1. Intuition 2. Thinking 3. Feeling 4. Sensing "...mankind is the origin of evil"

How UConn's Women's Basketball Coach Gets It Right

-Treats them like Basketball players, who just happen to be women -Don't treat them like women, treat them like "valued employees" -"Never go after someone's heart or core, go after what they did"

Some Of The Steps That SALESFORCE Has Taken In Combating The Current Social & Health Crisis

-VERY CONCERNED for the well-being of the "under-represented" & of their Customers 1.Radical transparency - make information relevant and accessible to all of their employees 2.Do not allow isolation - connect with remote sales leaders on a regular basis 3.Weekly all-hands calls for SALESFORCE management 4.Focus on all of their employees' well-being

what happened to some people who publicly whistleblew

-Wendall Potter formerly Director of Media Strategies for CIGNA Eventual Advocate for Healthcare Reform in the US -Brad Birkenfeld, former UBS Trader In September 2012, the IRS Awarded Him $104 Million, the Highest Award Ever Paid to a Whistleblower -Provided info on 19,000 felons and $20 Billion in illegal accounts

Ethics and Job Tenure: Whistle-Blowing

-You may be held legally accountable for inaction -Recent rulings encourage whistle-blowing -Sometimes the best policy may be to keep quiet until solid evidence can be accumulated against a wrongdoer. -A word of caution... your inaction can sometimes be grounds for legal action against you.

most important things to do when selling

-building trust (rapport): 40% -Probe, ask questions, listen: 30% -sell benefits: 20% -reassure and close: 10%

k-shape recovery

-higher ups keep their jobs while rest are unemployed -2 americas: wealthy people work at home bc covid impacts "lower level" employees

Why Ethical Behavior Is More Important Now Then Ever?

1 - Because Poor "Ethical" Behavior Can Become "Illegal" Fast! 2 - Often, Unethical Behavior Originates From Greed 3 - In Today's "Social Media World," Everyone is a Paparazzi

6 Influences on a Salesperson's Ethics

1 - Company Code of Ethics -Government action and fear of retribution have convinced more companies to adopt a code -Typical issues covered: Expense accounts, gift giving, unethical demands by a buyer & false promises on product performance or delivery 2 - Role Models - Executives and Sales Managers 3 -Examples Set by Colleagues and Competitors 4 - The Bottom Line -Survival is a higher priority than profit 5 - Group-think -Peer pressure 6 - Gamesmanship Winning for the sake of winning

Illegal Violations Usually Fall Within 2 Broad Categories

1 - DECEPTIVE ACTIONS: -Misleading customers -Misleading regulators Ex: volkswagen Since the scandal began, VW has paid out over $32 Billion in fines and penalties 2 - MONOPOLISTIC ACTIVITIES: -Anti-trust -Blocking competition -Excessive "barriers to entry" Ex: Facebook $.84 of every social media ad dollar goes to Facebook and its affiliates

GITOMER'S LIFETIME FORMULA

1 - Surround yourself with positive things & people 2 - Read and listen to uplifting and positive books, cds, podcasts... 3 - Say all things in a positive way 4 - BELIEVE that YOU CAN ACHIEVE it 5 - Don't listen to the "naysayers," losers, cynics... 5.5 - Keep practicing this daily

3 Guidelines for Ethical Behavior

1 - Universal Nature • The Golden Rule • Everybody plays by the same rules 2 - Take Responsibility for one's actions • Don't blame others for your problems - "if it's to be, it's up to me" • Avoid the "victim" mentality 3 - Truth Telling • Trust facilitates cooperation

Sewell's Customer Service Approach- 10 commandments

1. Bring em back alive: ask customers what they want and give it to them again and again 2. systems not smiles: saying please and thank you doesn't ensure you'll do the job right the first time. Every time. only systems guarantee you that. 3. Under promise, over deliver: customers expect you to keep your word. exceed it. 4. when the customer asks the answer is always yes: period. 5. Fire your inspectors and consumer relations' department: every employee who deals with clients must have the authority to handle complaints. 6. No complaints? Something's wrong: encourage your customers to tell you what you're doing wrong. 7. Measure everything 8. Salaries are unfair: pay people like partners 9. your mother was right: show people respect. be polite 10. japanese them: learn how the best really do it; make their systems your own. then improve them.

Social Style Profile: ANALYTICAL TRAITS

1. Cautious in their decisions and action 2. Like organization and structure 3. Dislike group involvement 4. Ask specific questions 5. Prefer objective, task-oriented, intellectual work 6. Want to be right, so they collect much data 7. Work slowly, precisely, and alone 8. Seek security and self-actualization 9. Have good problem-solving skills ANALYZING THE ANALYTICAL -DO YOUR HOMEWORK AND KNOW THEIR BUSINESS THOROUGHLY -USE A LOGICAL LOW-KEYED APPROACH TO RELATE -MAKE SURE THEY UNDERSTAND THE WAY THAT YOU WILL BE PRESENTING TO THEM -EMPHASIZE TESTED, PROVEN ASPECTS OF YOUR PRODUCT'S BENEFITS -MAKE USE OF VISUAL AIDS IN YOUR PRESENTATION -PRESENT INFORMATION IN A CONTROLLED, PROFESSIONAL & HIGHLY ORGANIZED FASHION -POINT OUT THE PROS AND CONS OF YOUR OFFERING -PRESENT A DETAILED SUMMARY AT THE END OF PRESENTATION -THESE PEOPLE WANT FACTS THAT CAN BE DOCUMENTED -DON'T EVER SAY "IN MY OPINION"

Greek philosopher Hippocrates summarized these 4 behavioral styles as:

1. Choleric - Outgoing & task oriented 2. Sanguine - Outgoing & socially oriented 3. Phlegmatic - Reserved & Socially oriented 4. Melancholic - Reserved & task oriented The Concept of behavioral styles Started Centuries Ago: WATER - EARTH - AIR - FIRE

Verbal Skills: Using Your Voice as a Sales Tool

1. Clarity or Articulation 2. Volume 3. Silence 4. Rhythm 5. Rate of Speech VERBAL SKILLLS The Choice Of Words High Ability To Control, But Little Impact

Benefits of Team Selling

1. Customer gets involved with more than one person 2. More accurate needs definition 3. Very useful if the product is technical 4. Different individuals bring more selling skills 5. Gives the Client added confidence that they are not dependent on a single contact

The Social Styles Model: 4 Types

1. DRIVER: Takes it in now and REACTS 2. EXPRESSIVE: Intuitive, imaginative, abstract 3. AMIABLE: "Touchy / feely" & emotional 4. ANALYTICAL: Thinks & organizes info logically

Two Systems to Describe Ethical Thinking:

1. Deontological uses specific rules (ex: golden rule, 10 commandments) 2. Teleological defines right and wrong in terms of end results Utilitarian Concept: "The greatest good for the greatest number"

6 Effective Ways to Boost Product Knowledge and Sales Power Article

1. Engage with the product 2. Contribute to the knowledge base 3. Practice hypothetical customer scenarios 4. Answer asynchronous channels 5. Test staff periodically 6. Send employees 'whispers'

2 Main Types Of Motivation

1. Extrinsic Motivation This is when motivation comes from "external" factors that are given or controlled by others. 2. Intrinsic Motivation This is when motivation comes from "internal" factors to meet personal needs. We do things we do because we enjoy them, not because we have to

types of Extrinsic Motivation

1. Fear motivation is external, temporary and negative. 2. Incentive motivation is external, temporary and positive.

MARKET POSITIONING: 5 Key Points for Developing a Powerful Market Position

1. Find out what qualities of your product and service are most important to your customers. Use that information to custom design a niche for yourself 2. Put together a marketing strategy built around those benefits that are important to your customers and that set you apart from your competitors. 3. Remember the way that you sell or service your customers can be a powerful difference. 4. Recognize that by focusing on the few attributes that really set you apart, that you can't be all things to all people. 5. Keep an eye on how your competitors are positioning themselves & make sure to maintain a differentiating competitive advantage.

5 Key Benefits of Gaining This Extensive Product Knowledge

1. Gives you more pride and selfconfidence in your product and your company 2. It allows you to better diagnose a customer's problems 3. It enables you to provide better customer service 4. It gives you an air of competence 5. Provides you and your company with a competitive advantage

how to craft the perfect elevator pitch

1. Introduce yourself 2. Define your audience 3. Identify your goal 4. Clarify what sets you (or your business) apart 5. Create a hook 6.Put it all together

Some Key Questions or Checkpoints About An Issue To Ask Yourself Regarding Whether Something Is ETHICAL or LEGAL?

1. Is it fair to all concerned? 2. Would I want someone else to act this way towards me? 3. How would I explain my actions to someone else? 4. If I participate in this, how will it make me feel about myself? There is no pillow as soft as a clear conscience

4 Essential Components Comprise The DNA For A Successful Sales Career

1. Knowledge 2. Technology 3. Positioning 4. Motivation

The 5 Step Purchase Decision Process

1. Problem recognition 2. Search for alternatives 3. Evaluation of alternatives 4. Purchase decision 5. Post-purchase evaluation

10 Of The Most Common Legal Challenges That Salespeople Face While Conducting Business

1. Product or service proves sub-standard than what was promised 2. Delivering a different product than the one sold 3. Misrepresentation of product usage 4. Failure to honor committed delivery date to client 5. Illegal pricing concessions 6. Incomplete or incorrect instructions 7. Slandering or libeling a competitor 8. Paying kickbacks to buyers 9. Misuse of proprietary data 10. "Hidden" charges after the sale

The Challenges of Team Selling

1. Requires special planning 2. Requires a Team Leader 3. All participants must agree on objectives 4. Team presentation must be well rehearsed

How Socio-Cultural Differences Will Impact Doing Business In Foreign Countries

1. Russia - Comfortable showing up late for scheduled meetings since it tests the patience of their counterparts 2. China - Gift giving is expected, but is often refused the first few times? 3. UAE - Never use your left hand when shaking hands or handing out documents or a business card 4. India - Ordering beef at a meal may show disrespect 5. Belgium - Be prepared for 3-way air kisses (before COVID) and know the right order 6. England - Nose tapping means this is a private or confidential issue - Be alert to it 7. Japan - Business cards are handed out using two hands and when receiving a card, thank the individual and use two hands too

What are the 8 Types of Product Knowledge

1. The product's features & benefits 2. Knowledge on your competition 3. About the industry (trends...) 4. Complementary products & services 5. Technical info about the product 6. Policies & procedures 7. Road mapping (innovations) 8. Pricing information

Top Salespeople Don't Do It Alone

1. Top sales performers TRUST other people in their organization to help them 2. To sell effectively in today's sales environment, the top salesperson needs the expertise of their team to win customers and to keep them satisfied 3. Prospects feel special with multiple people servicing their needs 4. This approach also allows the top sales person to "dig deeper" to truly evaluate the needs of their customer 5. Creates a relationship of "insider selling," where the top sales person and their team can best understand the prospect companies' needs from a multitude of perspectives

Staying Motivated During Covid-19

1.Be the calm in the storm 2.Be flexible. Look at sales goals and adjust accordingly 3.Assess how changing goals affect compensation 4.Be patient and understanding 5.Encourage innovation

Carl Jung Social / Selling Style approach

1.DRIVER: taking in here-and-now sensory information and reacting to it 2.EXPRESSIVE: function of imagination and abstract thought 3.AMIABLE: function of personal and emotional reactions to experience 4.ANALYTICAL: function of organizing and analyzing information in a logical fashion

A Happy Wedding Ceremony Is A Good Example Of Successful Team Selling

1.Meet the Salesperson's support team 2.Meet the Client's support team 3.Both Buyer & Seller's teams are cooperating wonderfully 4.Meet the top Salesperson 5. Meet his "beautiful" Client 6.Another Highly Successful RELATIONSHIP SALE is made

3 Semester Goals For Our Class

1.To teach and get you enthusiastic towards pursuing a career in sales 2.To introduce you to skilled and competent sales professionals to further motivate you 3.To hopefully help you land good employment opportunities • With CRM skills and accomplishments under your belt, you will be far more marketable in today's competitive environment than non-trained graduates

Glengarry Glen Ross Movie Questions & Answers

Ethical predicaments Shelly & co-workers face: Richard Roma (Pacino) leading motivational conversations with clients not initially about real estate investments, Dave Moss thinking about robbing the office to take leads, Levene and Roma faking their identities to avoid any issues with clients (like Roma's client), Levene trying to bribe his manager with percentage of his commission to secure the glengarry leads Does Levene's circumstances justify his actions: Not really because he could still try to work nonstop or find a way to work harder or smarter without resorting to bribery or theft. However, his daughter's illness brings so much stress that it cause unsurprisingly irrational behavior External pressures influencing selling practices: Levene's daughter's medical issues, Moss's frustration with top leads going to successful salesmen & their bosses Mitch & Murray reaping most of the benefits How does Blake "motivational speaker" address ethics: Basically with a "**** you" to excuses like family & nonchalant win at all costs attitude How does Williamson & Mitch/Murray foster unethical practices: keeping the bigger leads for more successful salesmen, Mitch & Murray takes a majority of sales How does Moss rationalize breaking the law: he blames Mitch and Murray & blames his co-work by placing him as an accessory to crime How does Aaronow violate code of ethics: by initially agreeing to go along with Moss's plans What's unethical about Roma's methods in closing a sale with Lingk: Not even mentioning the sale until he shows the pamphlet with land in Florida towards the end of their meeting, also claiming his check wasn't cashed. Side note: he casually disregards immoral things such as infidelity & pedophilia in his speech Suggestions for changing sales environment at Mitch and Murray's business: more direct supervision into their practices, top management don't take a large percentage of sales, all leads available for salesmen, a policy to be enforced, more meetings to provide guidelines for successful selling

I. Problem Recognition / Motive Arousal

May occur when the customer receives information from advertising or from conversations with friends that causes awareness of need In Relationship Selling, this often hinges on the Salesperson's ability to uncover a need Or may occur when the consumer re-evaluates the current situation and perceives an area of void or dissatisfaction

So Where Did All These Relationship Selling Ideas Originate From?

The wisdom of W. Edwards Deming Originator of TOTAL QUALITY MANAGEMENT In many ways, not just the founder of Total Quality Management, but also the founder of Relationship Selling

Traditional Management Versus TQM- Very Much The Opposite Of Each Other

Traditional Management: 1.Focus on product 2.Company knows best 3.Transactions 4.Individual Performance 5. Management by Crisis 6.Blame / Punishment 7.Short-term (year or less) 8.Intolerant of Errors 9.Autocratic Leadership 10.Bureaucratic 11.Top-Down Decisions TQM: 1. Focus on service 2. customer knows best 3. relationships 4. team performance 5. continuous improvement 6. support/reward 7. long term (years) 8. allows mistakes 9. participative relationship 10. entrepreneurial 11. outward (customer) focused

Research indicates that CEOs and Business Leaders are 4 times more likely to be Psychopaths...

Traits: • Lack of empathy • Inflated image of self-worth • Lack of remorse • Shallow affect • Cunning & manipulative • Impulsivity • Irresponsibility • Promiscuous sexual behavior

As A Market Leader, SALESFORCE Even Has It's Own In-House "Chief Futurist", Dr. Peter Schwartz

We Are Living In Truly Unprecedented Times "Greater Uncertainty Than Anytime Before" -Currently we have a Health Crisis, Economic Crisis, Social Crisis & a "Political Crisis • In the short-term, we will probably face greater uncertainty than in the long-term • Therefore, let's focus on the short-term - 6 to 9 months out

What SALESFORCE (Technology) Does

• Brings IT & Business together • Brings Marketing & "Must Haves" together • Brings Sellers & Buyers together • Brings Commerce & Shoppers together • Brings Companies & Customers together

CRM Allows Salespeople To Reduce "Busy Work", Work Faster, Provide Better More Personalized Service & Avoid Costly Errors

• CRM is the system that helps Sales departments manage their relationships and interactions with their prospects and customers • Leads are individuals or companies who may have an interest in your business • When you have determined that they have expressed an interest and you may be able to sell them, they become an Opportunity • All prospect / customer interactions become part of your Account Record • Various interactions within the prospect / customer business are stored in Cases

Survey respondents pessimistic about the way things are today

• Class inequality • Change is happening too fast • Lack of trust in Technology • Lack of trust in Capitalism

Non-Verbal Skills: Selling Without Words

• Visual communication expresses the majority of a person's feelings and emotions • Body Language: -Includes facial expressions, shifts in posture and stance, and movement of body limbs -Understand the Body Language of Gestures -Body Signals -Hand Movements

Drs. Ken Blanchard & Norman Vincent Peale: Authors of the "Power of Ethical Management"

• You don't have to cheat to win! • "Nice guys may appear to finish last, but usually they are running in a different race." • Cheating, lying, & short-changing the customer are shortterm views • They may bring a satisfactory profit today, but it is a sure way to court failure for the future.

TQM Is Lucrative & Good For Business

•Believes that a loyal customer will spend at least that amount with him over their lifetime by buying several Cadillac cars •Sewell believes that the actual value of a loyal customer may exceed $1 Million since they will refer 4 or 5 other lifetime customers to him Carl Sewell's $332,000 Customer

1 -The Product Itself: Product Knowledge

•Features & Benefits •How to use •All available options •Adaptability Transition those Features into Benefits for your customer •Life expectancy •Tolerance to wear and stress

Personal / Relationship Selling is...

! A highly respected profession ! Provides you with the opportunity to make vast amounts of money ! Gives you a great deal of control over your life and of your time ! Very entrepreneurial ! Enables you to keep learning & improving ! Relatively recession-proof ! Enables you to build a unique and very powerful, loyal network of friends and associates

Trade Selling

! Increase business from present customers through merchandising & promotional assistance ! Long-term relationships are important ! They help their retail clients to sell more quantities of their products Via Planograms & Endcaps, Trade Salespeople Can Optimize Their Product's Positioning In Supermarkets Ex: selling to Vons

Technical Selling / "Sales Engineer"

! More detailed Consultants, Specialists (includes Engineers, Scientists...) who explain the benefits of a company's products ! These types of jobs require higher levels of technical expertise in identifying or solving the client's problems ! They act much more like consultants who "analyze" than as salespeople ! They can sell products or services

DON'T BE LAZY! INVEST YOUR TIME IN ADVANCE OF THE INTERVIEW

! People are very busy so just "networking" alone won't get the door open ! Invest beforehand, research the company your interviewing with, the Industry and their competitors BEFORE your interview ! Make people want to meet you

What If You Don't Have A Network... Yet

! Seek out a Mentor ! Join a Professional Association ! Attend industry-specific virtual events for networking ! Or else, Volunteer ! Because you never know...& more importantly, you'll feel much better about yourself and what you are doing while you are still on your job-search

Missionary Selling

!Often work directly for manufacturers, but can also work for brokers / middlemen !Largely consists of educating those persons who decide which products the customer will use !Example: Drug reps selling to Doctors

Some Good & Bad News About Going "Cashierless" Due To COVID-19

"I think in this day and age, especially as brands' pocketbooks are in some cases shrinking, the recommendation is never, 'Hey—go spend more money,'" Evan Bakker, principal analyst at the GARTNER Group said. "It's building in resiliency into your existing platforms, which is why see we brands using apps to build out more pickup and using websites to quickly reformat stores and pushing incremental updates through existing apps. Bigger ideas are certainly forthcoming, but Covid has really shocked the system and placed a lot of scrutiny on budgets." Plus, as observed, the long-term adoption pattern or ROI have not yet been proven for cashierless technology. (However, Bakker noted grocers and big box retailers that were deemed essential and were able to stay open are perhaps in a better position to explore these new technologies now.) Because going cashierless requires big upgrades, Bakker said the ultimate choice to implement depends on brand objectives. It makes sense for retailers that are more transactional and see frequent repeat orders, but not so much for retailers that use their stores as branding tools REALITY: To date, AMAZON operates only 25 checkout-free Amazon Go locations in four U.S. cities.

10 Main Causes For Employees Getting "Canned" For Social Media Posts

1. Candidate posted provocative or inappropriate photographs, videos or information: 39 percent 2. Candidate posted information about them drinking or using drugs: 38 percent 3. Candidate had discriminatory comments related to race, gender, religion: 32 percent 4. Candidate bad-mouthed their previous company or fellow employee: 30 percent 5. Candidate lied about qualifications: 27 percent 6. Candidate had poor communication skills: 27 percent 7. Candidate was linked to criminal behavior: 26 percent 8. Candidate shared confidential information from previous employers: 23 percent 9. Candidate's screen name was unprofessional: 22 percent 10.Candidate lied about an absence: 17 percent

A Relationship Professional Is Positioned as a Consultant, NOT as a Salesperson - Key personal characteristics of relationship selling

1. Discover and understand your Client's problems and needs 2. Partner with your Client & become a valuable resource 3. Demonstrate to your Client how they can achieve their goals with your product or service 4. Believe in your company and its products & services 5. BELIEVE IN YOURSELF! - a positive attitude is critical

Other Characteristics of Successful Salespeople

1. Enthusiasm & Empathy 2. Goal Directed 3. Ability to ask questions 4. Resourcefulness 5. Administrative ability 6. Initiative 7. Perseverance 8. Authenticity

What Should You Say, When They Ask You...

1. First ask, "Where would you like me to start off?" - (PUTS YOU IN CONTROL) 2. Never respond with "What do you want to know?"- (SHOWS UNCERTAINTY) 3. Go with confidence, imagine that you were a paid Consultant meeting with your interviewer - (SELL YOURSELF) 4. If you know who will be interviewing you in advance, do your homework and try to predict their style which may help you craft your responses - (5 Ps) 5. If possible, it always pays to role-play with a friend or mentor beforehand

6 tips for job hunting during covid

1. Focus on companies who are actively hiring 2. Focus on online professional development 3. Keep a networking inventory & check-up on it 4. Pinpoint your skills that can be applied across many industries 5. Tailor your resume to each position that you are seeking 6. Use your free time to learn new skills

8 Relationship Killers

1. Focus only on making the sale 2. Lie or make exaggerated claims 3. Over-promise and under-deliver 4. Simply wait for problems to develop 5. Wait for your customers to call you 6. Use the "us versus them" approach 7. Put down your competitors 8. Focus on your own personal gain

8 Key Tips To Remember On Your Job Search

1. Get the word out 2. Be careful what you post online 3. Fine tune your resume 4. Be EXTRA Creative 5. Do the necessary research before your interview 6. Be very organized during your interview 7. If you don't have a Network, find a Mentor 8. Be Persistent & Don't Give Up!!!

COVID-19 "Winners & Losers" & How It Could Impact Your Job Search

1. Identify (ID) The Industries That You Are Most Interested In 2. ID The Companies In That Industry That Are Most Appealing To You 3. ID The People In Those Co's That Are Most Appealing To You 4. GO

Other Reasons Why Sales Is A Great Career Choice

1. Lots of Job Openings 2. Really Good Pay Also, Very High Levels Of Job Satisfaction Sales Careers Pay REAL WELL!! SALES is also a HIGHLY RESPECTED Profession

4 Key Attributes of Relationship Selling

1. PERSONAL INTEGRITY. Continued success in sales requires the highest possible ethical standards for dealing with prospects, customers, and your own company. An outstanding salesperson has high values and always operates in the most ethical manner. 2. PERSONALITY STRUCTURE. Sales is a demanding career, which is why you must have a positive self-image, and a persevering spirit. A person who is unable to accept the reality that not every prospect becomes a client will be devastated by failures and feel an overwhelming sense of personal rejection. Successful salespeople are, instead, highly interested in other people and their needs and eager to be of real service to prospects and clients. 3. PERSONAL RELATIONSHIPS. Salespeople are recognized as productive, capable professionals. You are not required to pretend, to conceal your own personality or needs, or to become a doormat for customers. Companies may spend millions on customer relationship management systems to monitor customer retention and defection, but a vigilant salesperson can just as effectively use the personal touch to solve a problem and keep customers from leaving. 4. PERSONAL ABILITIES. Success in sales requires high levels of intellect and developed skills. You must be able to understand—sometimes quickly and almost intuitively—a customer's business needs and problems. Salespeople must interpret those needs and suggest viable solutions even if customers themselves do not have a clear picture of their own needs or cannot verbalize those needs clearly. The development of these skills requires not only intelligence but also continuous training.

7 myths about salespeople created by television

1. Salespeople are flashy and obsessed with their image 2. Salespeople are all outgoing extroverts 3. Salespeople wear suits and ties everyday 4. Salespeople are male 5. Salespeople regularly lie in order to close deals 6. Salespeople only care about the money 7. All salespeople make a lot of money

Osinski's mission for the class

1. To inspire you to consider pursuing a career in Sales 2. To make our time together challenging, educational and fun 3. To help to make your future brighter and hopefully, MORE LUCRATIVE, because Sales pays far better than most other careers

4 Key Types of Sales Jobs

1. Trade Selling 2. Missionary Selling 3. Technical Selling 4. New Business Selling

8 Relationship Builders

1. Treat customers like life-long partners 2. Become a solutions provider 3. Deliver more services than you promise 4. Schedule regular service calls 5. Develop open and honest communications 6. Use the "we can" approach 7. Be an advocate for your customer's business 8. Take responsibility for mistakes made YOU WANT YOUR CLIENTS TO LOVE & APPRECIATE THE VALUE THAT YOU ARE PROVIDING TO THEM!!!

Disadvantages of a Sales Career

1. Variable income 2. Long hours 3. Lots of Travel 4.Waking up in cheap motels 5.With your hands in weird places 6.Handling rejection

What Are The 4 Critical Steps Required To Being Sales & Marketing Together

1.Drill down into the basic goals 2.Set standards & Implement rules 3.Leverage technology 4.Never forget your people

5 Tips To Fine Tune Your Resume

1.Keep your resume design simple (KISS) 2.Include important keywords (reference the job description for the keywords) 3.Use "Power" words (executed, implemented...) 4.Tailor your resume to the specific job that you are seeking (customize each resume) 5.Consider getting professional help IF YOUR SKILLS DON'T CLOSELY MATCH THE JOB DESCRIPTION OF THE POSITION THAT YOU ARE APPLYING FOR... THINK TWICE BEFORE YOU APPLY

BEFORE COVID-19 JANUARY 2019: BROOKINGS INSTITUTION Report Predicts 36 Million US Jobs at High Risk

A report from the Brookings Institution, released Thursday, adds to the pile of stats suggesting we'll all be replaced by robots one day. Among the report's main findings: 25 percent of US workers will face what the report authors calls "high exposure" to automation in the next few decades. That translates to about 36 million jobs. Another 36 percent -- 52 million -- will face "medium exposure." "The discourse appears to be arriving at a more complicated, mixed understanding that suggests that automation will bring neither apocalypse nor utopia, but instead both benefits and stresses alike," the report says. As far as the most susceptible jobs, the report says there's not really a field that won't be affected by automation and AI. However, the most vulnerable jobs are those with "predictable physical and cognitive tasks." Jobs that tend to be more creative or require higher interpersonal social skills or higher education are somewhat more secure. Generally, lower-wage jobs run a higher risk of getting automated.

Technology, E-Commerce & COVID Are Also Devastating The Retail Environment, Which Means More Lost Jobs For Mimimum and SemiSkilled Workers Earning Low To Mid-Range Wages

According to estimates from Coresight Research, a market intelligence company focusing on the retail industry, retail store closures could spike this year, with the company's latest forecast predicting 20,000 to 25,000 stores to shutter this year

Sales Job Challenges Spending more time on actual selling activities

And while customers demand more personalized and involved experiences from sales teams, sales reps only spend about 34 percent of their time selling directly to customers. They use the other ⅔ of their time to update sales information, prioritize opportunities, email customers and partners, and other administrative, non-selling tasks.

Best Places To Find The Right Key Words To Use On Your Resume Are On The Job Description Or Their Website

Applicant tracking systems (ATS) software emerged in the late 1990s.One survey found that 98 percent of Fortune 500 companies now use some form of ATS The upshot is that one ingredient now matters above all others in the modern online job hunt: keywords "It almost doesn't matter what technology they're using, the vast majority of employers today are having resumes come to them through some kind of a screening system that will rank them based on keywords," said Matt Youngquist, a job search coach at Career Horizons. -Stay away from generic soft skills —"self-starter," "team player"—and focus on concrete competencies specific to the desired field—"video production" or "copywriting"

Sales Training Significantly Impacts the "Bottom-Line"

As a sales professional, your skills are in demand more than ever. That's because sales continues to be a top investment priority for businesses. In the U.S. alone, companies spend $15 billion each year training sales employees and $800 billion on incentives to retain sales talent. ...Another training analysis showed that training geared for sales and marketing professionals resulted in 24% higher profit margins and an increase in sales of up to 6.5%. Even a simple, yet comprehensive training program for custom service reps resulted in an improved customer satisfaction rating of 9.5%, and happy customers are reported to be 33% more likely to do more business. There is real value in investing in a formal learning program. In fact, one study has found that if you can invest $1500 per employee in training, you will experience 24% higher profit margins. Even if your profit margins increased by half that amount (12%), it could still very well be worth it.

The "Value Proposition" What you'll learn here

Better understand why the "Buck Stops" with great sales professionals How their VITAL role often positions them as the KEY POINT OF CONTACT within a competitive marketplace to a very important customer. Most importantly, what you'll learn here ! How to successfully complete your most important sale LEARNING HOW TO BETTER SELL & MARKET YOURSELF FOR JOB INTERVIEWS, PROMOTIONS & OTHER OPPORTUNITIES... You'll better understand how selling plays a key role within various aspects of all industries ! Have greater respect for a selling career ! You'll learn to think more like Sales Professionals ! It's not about selling your stuff... ! It's about sensing opportunities ! It's always about your customer and their needs You'll learn the importance of always being professional and "needs-driven" for your prospects You'll learn the importance of ETHICS in selling ! What NOT to do

Burger King Going More "Contactless" Due To COVID-19

Burger King unveiled new restaurant designs for an enhanced guest experience in our Covid-19 world. Though we hope that this "new normal" we are all still assimilating to won't stay this way for long, Burger King is preparing for this global health crisis (and may possibly be ready for the next one), due to incoming features that are sustainable and social-distance friendly. These additions and renovations include touchless technology, drive-in and walk-up order areas, enhanced drive-thru experience and exterior dining spaces. At the drive-in area, for example, guests will be able to park their cars under solar-powered canopies, place their orders through the BK app by scanning a QR code at their parking spot's kiosk screen, and have food taken directly to their cars. (The curbside delivery service will operate similarly.) Guests arriving to pick up their mobile orders will be able to do so from coded food lockers facing the exterior of the restaurant, and delivery people will be able to pick up their orders through the same system as well. Drive-thru guests will have their orders delivered via a conveyer belt connected to the restaurant's suspended kitchen. The result of these enhancements is a physical footprint 60% smaller on average than a traditional Burger King restaurant building and site. On-premise dining will still exist, but the famed BK kid's playgrounds will be no more.

Sales Technology, the "X Factor" for Closing Deals

Businesses are increasingly investing in sales technology. Sales teams are turning to cloud-based software, in particular, to accelerate productivity, gather contextual details about customers and automate tedious tasks. ! Three-quarters of sales professionals (73%) use technology to close more deals. Of this group, 97% consider sales technology "very important" or "important." ! CRM adoption alone has grown 113% since 2016, with 64% of sales professionals reporting that they use CRM tools. More than half of sales professionals (64%) use CRM tools like Salesforce and Microsoft Dynamics—up 28% from 2017 ! 62% use collaboration tools like Box, Google Docs, Microsoft Office and Dropbox—up 6% from 2017 ! 59% use networking platforms like LinkedIn and Facebook—up 5% since 2017 ! 40% use enterprise communication platforms—up 8% since 2017

cashiers

Cashiers can be found everywhere from fast-food shops to clothing stores. The job is No. 2 on the Bureau of Labor Statistics's list of biggest occupations with a workforce of about 3.3 million. But unfortunately, the pay is crummy. Cashiers make $9.15 an hour, or $19,000 annually; about half of those who work cash registers are part timers. 3.3 Million US Workers are employed in these low-level sales positions

what CEO's don't want

Competitor obsession over customer obsession • Drama • Lack of Values • Lack of Integrity

SALES 2020: A Look At The Future Of Sales Organizations

In the Age of the Customer, we're seeing a huge shift in the way selling is being done. Sales teams need to find and adopt new ways of winning deals. Today's most successful sales organizations are the ones that understand — and can quickly adapt to — these new sales trends. Join Julie Sokley, VP of Global Sales Operations at Autodesk; Brian Vass, VP of Sales and Marketing Technology at Paycor; and Justin Hart, VP of Member Acquisition at Surf Air, as they discuss changing sales trends and opportunities, as well as: -How to create value for customers in a hyperconnected world -The major trends impacting sales organizations today -Where to invest to be better, faster, and smarter than the competition -Trends and steps to prepare a sales organization for the future In the Age of the Customer, we're seeing a huge shift in the way selling is being done. Sales teams need to find and adopt new ways of winning deals. Today's most successful sales organizations are the ones that understand — and can quickly adapt to — these new sales trends. Join Julie Sokley, VP of Global Sales Operations at Autodesk; Brian Vass, VP of Sales and Marketing Technology at Paycor; and Justin Hart, VP of Member Acquisition at Surf Air, as they discuss changing sales trends and opportunities, as well as: -How to create value for customers in a hyperconnected world -The major trends impacting sales organizations today -Where to invest to be better, faster, and smarter than the competition -Trends and steps to prepare a sales organization for the future

24 What Customers Demand From Their Salespeople

Increased Customer Expectations It's a buyer's market. No longer do buyers' needs take second place to the sales opportunity, but rather a buyer's needs drives how the sales process evolves. Much of this change comes from the consumer marketplace's increased focus on personalization and customer experience. Now, 82 percent of business buyers want the same personalized experience they've come to expect from a commercial marketplace, blurring the divisions between how B2B marketers, sellers, and support teams and their B2C counterparts approach the customer journey.

Highlight Relevant Experience

List internships that you've had or any work experience. And that means any jobs you've held in your college career, said Amy Hoover, president at Talent Zoo.— "No job is too menial." Don't discount the fact that there are also a lot of professional qualities that come from other areas that aren't necessarily a paying job, like volunteering or any type of leadership roles you may have had in school. Relevant experience doesn't necessarily pertain only to work experience. "By highlighting areas of collaboration and work that you've done in the different industries that you've worked in, you can absolutely put that on your resumé and make a pitch for a position within this industry," says Lisa Rodriguez, chief talent officer at Havas Media.

Robotics / AI Are Impacting All Types Of Jobs

Over 12.5 Million Manufacturing Jobs In US While it may not seem like much, this component-sorting robot is a major advance in artificial intelligence and the ability of machines to perform human labor. As millions of products move through warehouses run by Amazon, Walmart and other retailers, lowwage workers must comb through bin after bin of random stuff — from clothes and shoes to electronic equipment — so that each item can be packaged and sent on its way. Machines had not really been up to the task, until now. Some robotic companies are making it harder for companies to say no to replacing human workers with robots. Mr. Puchwein said they would charge a fee that was always lower than what a company would pay a human. If a company paid $40,000 per year to a worker, Knapp would charge about $30,000, he said. "We just go lower," he said. "That's basically the business model. For the customer, it's not very hard to decide."

There Are Many Advantages To A Successful Sales Career

Sales is exciting / rarely boring ! Relatively recession-proof ! Freedom - gives you a great deal of control over your life and of your time ! Entrepreneurial ! Enables you to keep learning & improving ! Serves as a great career launching pad ! Unlimited earnings potential

Selling yourself is even harder than sales in general

Sales isn't easy... ! In fact, it could be quite intimidating and scary ! Everyone hates getting rejected ! But with some confidence, the right skill set, the right attitude and experience... ! it gets much easier and you'll get better at it

industry landscape of marketing jobs

Sales jobs are constantly evolving in an ever-changing industry landscape. Changes in customer behavior, new kinds of competition, shifting regulation, new methods of distribution and core technologies of production. Together, these factors have the potential to significantly change the nature of an industry.

Osinski's advice On Becoming A Master Salesperson

Salespeople are made, not born, and they are made with concentrated attention, repeated practice, and goal oriented direction. 1.Become a student of the profession. 2.Selling is a skill that must be honed and practiced. 3.You'll learn more throughout your entire career.

Importance of Sales Training

Salespeople are most comfortable selling what they understand. ! Successful companies see sales training as the basis for gaining a competitive advantage. ! Sales training builds confidence in the sales force and enables them to make superior presentations. Training Gives You Confidence In Yourself & In Your Skills

what is devastating the retail environment

Technology, E-Commerce & COVID Are Also Devastating The Retail Environment, Which Means More Lost Jobs For Minimum and SemiSkilled Workers Earning Low To Mid-Range Wages

Amazon Is Planning to Open 3,000 AMAZON GO Automated Stores Over The Next Few Years

There are over 3.3 million cashiers in the United States — Many of their jobs will be in jeopardy if the technology behind Amazon Go eventually spreads.

osinski's philosophy

To be really successful in MARKETING, ADVERTISING or in any other key facet of business, it is ESSENTIAL to first gain some experience in SALES. How can you truly think like your client and understand their needs and motivations, unless you have been talking & listening to them either "face to face" or virtually?

Technology & AI Have Now Proactively Entered Into The Hiring / Interviewing Process

Today, almost all Fortune 500 companies utilize some level of automation in their hiring / interviewing process • AI helps quantify human behavior, voice tone and facial expressions into data that is then measured / compared against an internal metric of a companies' top performers • Most people are not aware that AI is playing a role in this process • Questions arise on the fairness, transparency and bias of AI • Some companies are now making hiring decisions based upon an individual's social media presence all evaluated via AI

As A Result Of COVID-19, 2020 Has Been A Tough Time To Job Hunt

Until the Pandemic, there were loads of job opportunities for college graduates • The hardest hit college students were those graduating in the spring and summer of 2020 • 20% of internship opportunities were revoked and some companies rescinded or delayed previously offered full-time employment • In a Recessionary environment, make sure to get into the job market to gain experience, even if the opportunity is not exactly what you wanted Until COVID-19, the US was in a "Golden Age" for job seekers • Unemployment went from >10% in 2010 to <4% in early 2020 •COVID hits in March - Hiring market drops by 75% • 32 Million people are either unemployed or underemployed in US • But the good news is hiring is ramping up again • Up 18% since March, yet there is 20% less Job Search traffic now than there was in January through March... • SO TAKE ADVANTAGE & BEGIN YOUR SEARCH NOW!!!!

All 4 of these types of Sales positions require these qualities to truly achieve sales success

• The need to understand the prospect's problems. • The need for appropriate technical and/or product knowledge. • The need for self-discipline to execute a sales plan. • The ability to translate product features into benefits.

All 4 types of Sales positions require these qualities to truly achieve sales success

• The need to understand the prospect's problems. • The need for appropriate technical and/or product knowledge. • The need for self-discipline to execute a sales plan. • The ability to translate product features into benefits.

AFTER THE INTERVIEW - YOU MUST!!!

• Within 24 hours, Send a follow-up email • Do more than just say thank you • Highlight the best parts of the conversation • Restate, why you'd be the perfect choice for the opportunity that you interviewed for (CLOSE) •Contact HR & give them what they want •Identify (by name and title,) key individuals in the company that you want to meet / or communicate with and then, contact them too

Everybody Sells

•Human relation skills are basic selling skills. • Skills are learned and practiced from birth. • Everyone has a base upon which to build their selling abilities. • Introverts and extroverts can both be successful in selling

Low - Reactive: Order Taking Traits / Risks

•Low wages •Minimal skills required •Very expendable •Minimal job security •Jobs can be easily automated CHALLENGE: Doesn't require any human interaction for sale to take place Order takers only: • respond, react, and suggest