This document provides an overview of a sales management course, including three units on sales management functions, personal selling, and the sales process. It discusses the definition and tasks of sales management. Personal selling involves direct interaction with customers and prospects to make sales. There are different types of personal selling roles. The sales process involves identifying prospects, qualifying them, making initial contact and building rapport, presenting the sales pitch, handling objections, and closing the sale. Following up ensures commitments are met to maintain customer relationships.

2. SALES MANAGEMENT
SESSION-1
BLOCK-I SALES MANAGEMENT FUNCTIONS
UNIT-1 INTRODUCTION TO SALES MANAGEMENT
UNIT-2 PERSONAL SELLING
UNIT-3 SALES PROCESS

3. SALES MANAGEMENT:
It has been defined as the management of a firm’s
personal selling function while distribution is the
management of the indirect selling effort
i.e.,selling through extra corporate organizations
which form the distribution network of the firm.
The sales management task thus includes
analysis, planning, organizing, directing and
controlling of the company’s sales effort.
UNIT-1 INTRODUCTION TO
SALES MANAGEMENT

4. BLOCK-1 SALES MANAGEMENT:BASIC
FUNCTIONS
UNIT-2 PERSONAL SELLING &
UNIT-3 SALES PROCESS

5. Examples of Personal Selling
Retail selling
Field selling
Telemarketing
Inside selling

6. Relative Importance of
Advertising and Personal Selling
Pre-transaction:
Post-transaction:
Reminder and
reassurance
 Create recognition and
info understanding
Personal
selling
Advertising
Transaction:

Persuasion
Personal
selling
Advertising
Personal
selling
Advertising

7. Characteristics of Personal Selling
Pro
Flexibility
 Adapt to situations
 Engage in dialog
Builds Relationships
 Long term
 Assure buyers receive
appropriate services
 Solves customer’s
problems
Con
 Can not reach mass
audience
 Expensive per contact
 Numerous calls
needed to generate
sale
 Labor intensive

8. Types of Salespersons
ORDER
GETTERS
Current
customers
New
customers
ORDER
TAKERS
Inside Order Takers
(via
mail, telephone, int
ernet)
Outside Field Sales
SUPPORT
PERSONNEL
Missionary
Salespersons
Trade
Salespersons
Technical
Salespersons

9. Personal Selling
• Salespeople have many names
–
–
–
–
–
–
–
–
16-9
Agents
Sales consultants
Sales Representatives
Account
Executives
Sales Engineers
District Managers
Marketing representatives
Account Development
Representatives

10. Personal Selling Tasks
Order getting
Order taking
• Seeking out
customers
• Creative selling
• Pioneering
• Account
management
 Routine



writing up orders
checking invoices
assuring prompt order
processing
 Suggestive selling

11. Personal Selling Tasks
• Missionary
– Detailer
– Goodwill
– “Closers”
Cross-functional
Account service rep

12. You are part of the total product

13. Diversity of Personal-selling Situations
Group A (service Selling)
1. Inside Order Taker –”waits on” customers; for example,the sales clerk behind the
neckwear counter in a men’s store.These jobs are known as technical support staff,
sales assistants, telemarketers, and telesales professionals.
2. Delivery Salesperson – mainly engages in delivering the
product; for example, persons delivering milk, bread, or
fuel oil.
3. Route or Merchandising Salesperson – operates as an order taker but works in
the field – the soap or spice salesperson calling on retailers is typical.
4. Missionary – aims only to build goodwill or to educate the actual or potential
user, and is not expected to take an order; for example, the distiller’s “missionary”
and the pharmaceutical company’s “detail” person.
5. Technical Salesperson – emphasizes technical knowledge;
for example the engineering salesperson, who is primarily a
consultant to “client” companies.

14. Group B (developmental Selling)
6. Creative Salesperson of Tangibles – for example, salespersons selling
vacuum cleaners, automobiles, and encyclopedia.
7. Creative Salesperson of Intangibles – for example. Salespersons selling
insurance, advertising services, and educational programs.

15. FOLLOWING UP
CLOSING THE SALE
HANDLING OBJECTIONS
MAKING THE SALES PRESENTATION
APPROACHING THE PROSPECT
Pre approach: QUALIFYING PROSPECTS
PROSPECTING: IDENTIFYING POTENTIAL CUSTOMERS
The Personal Selling Process

16. Creative Selling Process
Prospecting: Identifying
likely new customers
◦ Leads
◦ Developing lists of Potential
Customers
Pre-approach (Qualifying)
Finding and analyzing
information about prospects
Evaluating a prospect’s
potential

17. Approaching The Prospect
HOW DO WE MAKE THE
INITIAL CONTACT & BUILD
RAPPORT
There is only one time
to make a first
impression

18. Creative Selling Process
Making The Sales Presentation
•
•
•
•
•
Using Persuasive communication
Hold Attention
Stimulate Interest
Desire
“Tell the product’s story”

19. Creative Selling Process
Handling Objections
– Questions
– Reservations
•
•
•
•
Understand Concern
Counterarguments
Acknowledge concern
Clues to process

20. Overcoming Objections
IF HE HADN’T TOLD
ME WHAT HIS OBJECTION
WAS, I NEVER WOULD
HAVE BEEN
ABLE TO HELP!

21. Creative Selling Process
Closing the Sale
• Closing signals
• Trial close
• Asking the
prospect to buy

22. Creative Selling Process
Following Up
• Commitments met
7
– Shipment
– Performance
• Reinforce L-R relationship
• Satisfied customers rebuy
& recommend