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CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

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Page 1: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

CHAPTER

PERSONAL SELLING AND SALES MANAGEMENT

19

Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill/Irwin

Page 2: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-2

LEARNING OBJECTIVES

Personal Selling and Sales Management

LO1 Describe the value added of personal selling.

LO2 Define the steps in the personal selling process.

LO3 Describe the key functions involved in managing a sales force.

LO4 Describe the ethical and legal issues in personal selling.

Page 3: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-3

Personal Selling

Page 4: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-4

The Scope and Nature of Personal Selling

Page 5: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-5

Professional Selling as a Career

• People love the lifestyle

• There is a lot of flexibility

• There is a lot of variety in the job

• Can be very lucrative • Very visible to

management and good for promotions Sales Jobs

Website

©Royalty-Free/Corbis

Page 6: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-6

Not Just Tupperware

Page 7: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-7

The Value Added by Personal Selling

• Salespeople Provide Information and Advice

• Salespeople Save Time and Simplify Buying

• Salespeople Build Relationships

©Royalty-Free/Corbis

Page 8: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-8

The Personal Selling Process

Page 9: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-9

Step 1: Generate and Qualify Leads

Page 10: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-10

Generate Leads

©Royalty-Free/Corbis

Page 11: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-11

Step 2: Preapproach

©Royalty-Free/Corbis

Page 12: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-12

Step 3: Sales Presentation and Overcoming Reservations

Klaus Tiedge/Blend Images/Getty Images

Page 13: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-13

Aligning the Personal Selling Process

with the B2B Buying Process

Page 14: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-14

Step 4: Closing the Sale

• Getting the order• Often most

stressful part of sales process

• A “no” one day may be the foundation for a “yes” another

Dig

ital V

isio

n/G

ett

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ag

es

Page 15: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-15

Step 5: Follow-Up

Page 16: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-16

1. Why is personal selling important to an IMC strategy?

2. What are the steps in the personal selling process?

Check Yourself

Page 17: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-17

Managing the Sales Force

Page 18: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-18

Sales Force Structure

Page 19: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-19

Salesperson Duties

Page 20: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-20

Recruiting and Selecting Salespeople

Page 21: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-21

Recruiting for Success

©Stockbyte/PunchStock

Page 22: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-22

Sales Training

Page 23: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-23

Motivating and Compensating Salespeople

Financial rewardsFinancial rewards Nonfinancial rewards

Nonfinancial rewards

GRANTLAND® Copyright Grantland Enterprises; wwwgrantlandnet

Page 24: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-24

A Motivational Convention

Page 25: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-25

Evaluating Salespeople

• Tied to the reward structure

• Evaluation measures can be either objective or subjective

BananaStock/PictureQuest

Page 26: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-26

1. What do sales managers need to do to successfully manage their sales force?

2. What is the difference between monetary and nonmonetary incentives?

Check Yourself

Page 27: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-27

Ethical and Legal Issues in Personal Selling

Page 28: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-28

Issues for the Sales Force and Corporate Policy

The firm may have a policy to sell goods or services to people who

cannot afford them or to people who should not have them.

The firm may have a policy to sell goods or services to people who

cannot afford them or to people who should not have them.

AP P

hoto

/Ch

arl

ie R

ied

el

Page 29: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-29

Issues for the Sales Person and the Customer

Have you ever felt that you were

treated unethically by a salesperson? What happened?

Royalt

y-F

ree/C

OR

BIS

Page 30: CHAPTER PERSONAL SELLING AND SALES MANAGEMENT 19 Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

19-30

1. What are three areas of personal selling in which ethical and legal issues are more likely to arise?

Check Yourself


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