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Learning Objectives: Chapter 17Personal Selling and Sales Management

1. Define personal selling.2. Explain the roles of personal selling.3. List the three categories of personal

selling.4. Describe five major personal selling

strategies.5. Explain the steps in the sales process.6. Describe the seven possible

strategies for closing sales.

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Learning Objectives: Chapter 17Personal Selling and Sales Management

7. Define sales management andexplain its functions.

8. Describe the characteristics of thesuccessful salesperson.

9. Describe the contents and role of thesales plan.

10.Explain the four characteristics of personal selling in the hospitality andtravel industry.

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Definition of Personal Selling

Personal selling involves oral

conversations, either by telephone or face-to-face, between salespersons and

prospective customers.

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Roles of Personal Selling

a. Identifying decision makers, decisionprocesses, and qualified buyers

b. Promoting to corporate, travel trade,

and other groupsc. Generating increased sales at the point

of purchased. Providing detailed and up-to-date

information to the travel tradee. Maintaining a personal relationship with

key clientsf. Gathering information on competitors

promotions

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Three Categories of Personal Selling

a. Field salesb. Telephone sales

c. Inside sales

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Five Major Personal Selling Strategies

1. Stimulus response

2. Mental states3. Formula4. Need satisfaction

5. Problem solving

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Steps in the Sales Process

1. Prospecting and qualifying prospectivecustomers:Blind prospectingCold calling or canvassingSales blitzLead prospecting

2. Preplanning prior to sales calls:Pre-approachThe approach

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Steps in the Sales Process

3. Presenting and demonstratingservices:

Sales presentationDemonstration

4. Handling objections and questions:Restate the objectionAgree and neutralize tactic

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Steps in the Sales Process

5. Closing the sale.

Verbal closing cluesNon-verbal closing clues

6. Following up after closing the sale.

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Seven Possible Strategies for Closing Sales

1. Trial closes2. Assumptive close

3. Summary or summary-of-the-benefitsclose4. Special concession close5. Eliminating-the-single-objection or

final-concern close6. Limited-choice close7. Direct-appeal close

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Definition of Sales Management

Sales management is the management of

the sales force and personal sellingefforts to achieve desired sales

objectives.

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Functions of Sales Management

a. Sales-force staffing and operationsb. Sales planning

c. Sales performance evaluation

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Characteristics of the SuccessfulSalesperson

a. Sales aptitude: The extent of anindividuals ability to perform a givensales job, consisting of mentalabilities and personality traits.

b. Skill levels: Skills obtained in personalcommunication and knowledge of

services, obtained through salestraining and previous sales andoperational experience.

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arac er s cs o eSuccessful Salesperson

c. Personal characteristics:Demographic profile, psychographicand lifestyle characteristics, physicalappearance and traits.

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Contents of the Sales Plan

a. Sales objectives

b. Sales activitiesc. Sales budget

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Roles of the Sales Plan

a. Preparing sales forecastsb. Developing sales department

budgetsc. Assigning sales territories and

quotas

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Four Characteristics of PersonalSelling in Hospitality and Travel

a. Importance of personal selling variesb. Inside selling closely related to

service levelsc. No generally accepted qualifications

for industry sales positions

d. Importance of missionary sales work

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Campus Overview

907/A Uvarshad,Gandhinagar Highway,Ahmedabad 382422.

Ahmedabad Kolkata

InfinityBenchmark, 10thFloor, Plot G1,Block EP & GP,Sector V, Salt-Lake,Kolkata 700091.

Mumbai

Goldline BusinessCentre LinkwayEstate,Next to ChincholiFire Brigade, Malad(West), Mumbai 400 064.

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Thank You