Chapter 15-18 Final Exam Study Guide

When objection is stalling mechanism close asking for

Info icon This preview shows pages 7–10. Sign up to view the full content.

When objection is stalling mechanism Close: Asking for the Customer’s Order or Business o Obtain a purchase commitment from the prospect o Most important/most difficult o Signs customer is willing to buy: body language, statements, questions o Three forms: o Trial Close: Asking prospect to make a decision on some aspect of the purchase o Assumptive Close: Asking the prospect to consider choices concerning delivery, warranty, or financing terms under the assumption that a sale has been finalized o Urgency Close: Commit the prospect quickly by making reference to the timeliness of the purchase Follow-Up: Solidifying the Relationship o Making certain the customer’s purchase has been properly delivered and installed and difficulties experienced with the use of the item are addressed o Solidifies buyer-seller relationship o Today’s satisfied customers become tomorrow’s qualified prospects/referrals The Sales Management Process
Image of page 7

Info icon This preview has intentionally blurred sections. Sign up to view the full version.

Sales Plan Formation Sales Plan: A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed o Three Tasks of Formations: 1.) Setting Objectives o Set for total salesforce and each salesperson o Output related : Focus on dollar/unit sales volume, number of new customers added, and profit o Input related : Emphasize number of sales calls and selling expenses o Behavioral related : Specific to each salesperson, includes product knowledge, customer service satisfaction ratings, and selling/communication skills o Should be precise and measurable o Once accomplished, serve as performance standards for evaluation 2.) Organizing the Salesforce o Basis of: o Geography: Divide into regions, districts, territories, minimizing travel time, expenses, duplication of selling effort o Customer: A different salesforces calls on each separate type of buyer or marketing channel Major Account Management: The practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships; AKA key account management “Customer specialists” o Product/Service : Used when specific knowledge is required to sell a product 3.) Developing Account Management Policies o Account Management Policies: Policies that specify whom salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out o Below is an account management policy grid grouping customers according to the level of opportunity and the firm’s competitive sales position
Image of page 8
Sales Plan Implementation o Emphasizes “doing things right” o Three tasks: o Salesforce Recruitment and Selection Job Analysis: A study of a particular sales position, including how the job is to be performed and the tasks that make up the job Job Description: A written document that describes job relationships and requirements that characterize each sales position. Explains: To whom a salesperson reports
Image of page 9

Info icon This preview has intentionally blurred sections. Sign up to view the full version.

Image of page 10
This is the end of the preview. Sign up to access the rest of the document.
  • Spring '08
  • Brandabur
  • Marketing, Sales, Personal Selling, Personal Selling and Sales Management, advertising program

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern