What is Personal Selling?
1. It is one of the 6 elements of the communication mix. 2. It is a personal form of communication. - not intended for the masses3. Personal selling (PS) involves the personal presentation by the firm's sales force for the purpose of engaging customers, making sales and building customer relationships.4. PS responds to the specific needs of the individual5.This involves PERSONAL presentations by the firm's SALES FORCE for the purpose of :a. Engaging customersb. Making salesc. Building customer relationships.
Give examples of personal selling situations.
1. Customers who seek help and advice from sales assistants when they enter a retail outlet as using personal selling.2. Sales people knocking on the door to promote and possibly sell their goods are roaming salespeople and use personal selling techniques
Which are the tasks performed by the sales person ?
The sales person is an individual who represents the company to the customers by performing one or more of the following activities:1. They link the company with its customers2. Act as an ambassador for the company 3. Being a competent and helpful advisor to the customer4. Planning the most profitable use of their time 5. Compiling a record system 6. Acting as a two-way communicator (sales person to the customer and sales person to the firm) 7. Achieving personal sales targets 8. Developing personal and professional skills 9. Delivering the products I0. Becoming an effective organiser 11. Showing initiative and taking both preventive and remedial actions when problems become evident. 12. Continually examine the market, report on shortages, oversupply and changes in trading conditions. 13. Relay this information to the firm and generate good commercial use of the information. 14. Handle customer complaints effectively 15. Maintain good customer relations and implement customer care strategies 16. Offer advise on the sale and display of the products ie merchandising 17. The implementation of sales promotion schemes (ie specific promotional offers) 18. Prospecting (searching) for new outlets and new business and the extensions of the company's territory.
Which are the attributes of a good sales person?
1. Personalityenthusiasm, integrity, intelligence, courage, initiative, reliable determined, confident, hard working, modest, courteous2. KnowledgeOf the company, product, competition, General trade information, Human relations, the firm's territory 3. JudgementThis is shown by experience and intelligence in the manner in which the sales person interprets events.4. Power of persuasionthe art of convincing the buyer that the commodity on offer satisfies the customer's needs and wants whilst creating value to the customer.
Which are the steps involved in the process of managing the sales force?
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Which are the 7 steps of the selling process?
1. The opening2. Need Identification and STIMULATION3. Presentation4. Dealing with Objections5. Negotiation6. Closing the Sale7. Follow up(Remember: Oppenheim Group is Probably One Negotiably Clumsy Firm)
How are the characteristics of the sales person related to the selling process?
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Discuss each of the 7 stages of the selling process.
1. The Openingthis is the first contact that the sales person has with the potential customer. Body language, appearance, manner and opening remarks of the sales person are very important here.2. Need identification and stimulationThis is the stage where the sales person must understand that the customer is really after. the sales person must make the right arguments to convince the customers to consider the purchase. Judgement is very important here.3. The PresentationHere it is important to understand that buyers purchase benefits and are only interested in product features that give those benefits4. Dealing with objectionsThe sales person has to show his ability at addressing customers' questions or difficulties about the product. Here the sales person shows his knowledge by presenting convincing arguments to the customer's objections5. NegotiationThis is the stage where the salesperson may use some discretion regarding the terms of the sale by negotiating price, credit terms, delivery times etc.6. Closing the SaleAt this stage the sales person summarises the discussion and then asks for the order. The sales person may decide to keep one concession in reserve to use as the final push towards the closing of the sale.7. The Follow upAfter the order has been delivered the sales person must touch base with the customer to ensure that the product has been received as per order and there are no unexpected problems. After sales service is an essential aspect of the selling process .