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YOUR Business Card

YOUR Business Card. Company Name Logo, Slogan Address, Phone # Your Name, Title Phone #, E-mail (contact info). Indicator 2.01 – Acquire the foundational knowledge of selling and understand its nature and scope. Marketing. SELLING (one of the functions of Marketing).

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YOUR Business Card

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  1. YOUR Business Card • Company Name • Logo, Slogan • Address, Phone # • Your Name, Title • Phone #, E-mail (contact info)

  2. Indicator 2.01 – Acquire the foundational knowledge of selling and understand its nature and scope. Marketing

  3. SELLING (one of the functions of Marketing) Explain the nature & scope of the selling function.

  4. WHAT IS SELLING? • Responding to a consumer needs and wants through planned, personalized communication in order to influence purchase decisions and ensure satisfaction. • Planned – learn about the product • Personalized – interaction with the customer • Influence – help the customer make decisions • Satisfaction – means repeat business

  5. WHO SELLS? • EVERY BUSINESS SELLS! • Manufacturers sell to wholesalers and retailers • Wholesalers sell to retailers • Retailers sell to consumers • Service- selling organizations Example: John decided to manufacturer door bells. He went to a bank and convinced the loan officer to give him a loan to start his business. After the obtained the loan he began producing doorbells. He then sold them to Wal-Mart, who sold them to consumers.

  6. WHY DO CONSUMERS BUY? • To obtain the goods and services they desire or must have to exist (ultimate consumption) • For resale • For use in business operations (B2B) • Used in the production of other goods • Used to operate the business • Industrial consumer

  7. BUYING MOTIVES • EMOTIONAL – based on emotion (ex. Social approval, recognition, power, love, prestige) • RATIONAL – conscious, logical reasons for purchase (ex. Saves time or money, quality, service)

  8. Which Buying Motive?

  9. WHAT IS SOLD? • Tangible items – GOODS • Can be touched, tasted, seen, smelled, and/or heard • Intangible items – SERVICES • Productive activities we pay others to perform

  10. WHERE CAN SELLING OCCUR? • Everywhere you have person-to-person contact • Over the phone • Over the Internet • Store • On your doorstep

  11. HOW ARE PRODUCTS SOLD? • DIRECTLY to the user • – Direct Distribution • Examples: • Doctors sell their services directly to their patients • Farmers sell their produce directly to consumers at roadside stands • INDIRECTLY through intermediaries (wholesalers, retailer, agents, etc.) • – Indirect Distribution • Examples: • A real estate agent sells a house • Food lion purchases Pepsi to resale to consumers

  12. ROLE OF SELLING IN OUR ECONOMY • Keeps the economy moving • Flow of buying and selling • Promotes competition • Affect employment • More sales = growing business = more hires • Adds utility • Usefulness of the product • Helps determine customers needs • Two way communication • Creates a desire for products • Appeal to reasons that customers buy

  13. Characteristics of a good salesperson!

  14. CHARACTERISTICS OF A GOOD SALESPERSON • Product knowledge • Ethical standards • Selling skills • Belief in selling as a service • Personal appearance • Communication skills • Creativity • Self-confidence

  15. CUSTOMER SERVICEPROCESS V. FUNCTION • Customer Service Process– an attitude that customer satisfaction always comes first • Customer Services Function – a department or a function of an organization that responds to complaints from customers

  16. SELLING (one of the functions of Marketing) Explain the role of customer service as a component of selling relationships.

  17. HOW CAN CUSTOMER SERVICE HELP YOU BEAT YOUR COMPETITION? • Over time, the quality of products can be easily matched among competitors. Therefore customer service becomes key!

  18. CUSTOMER SERVICE CHAMPS!

  19. When I’m a customer I WANT…

  20. Creating a Unique Customer Experienceexamples: • Free delivery • Care and maintenance tips • Cashiers who smile and call the customer by name • Free painting and decorating classes • Monthly newsletters • Mints on your pillow • Buy one, get one free • Complimentary muffins and coffee • Additional copies at no extra charge • Free gift with purchase

  21. FACTORS that influence customer expectations of customer service. • Past Experiences • Customers expect the same or higher quality than before and they compare to past service given by your competitors • Word-of-Mouth • Customers expect the same quality service others have received • Advertising • Customers expect you to make good on advertising claims of quality service • Personal Needs • Salespeople must “read” customers and cater to their personal needs

  22. CUSTOMER SERVICE = RELATIONSHIPS • Maintain Relationships • Happy customers will return and refer you to their friends • It is more expensive to replace a customer than it is to maintain one • Create Loyalty through Rewards DESIGN & SET RULES!

  23. Create a Reward Program/Loyalty Card • Design on Front and explain rules on back!

  24. CUSTOMER SERVICE IN THE PRE-SALE • Pre-sales are all of the effort needed to prepare to make a sale BEFORE the customer is acquired. • Obtain/maintain data of customers • Gain product knowledge • Stay abreast of the market

  25. CUSTOMER SERVICE IN THE POST-SALE • Efforts after the sale to ensure the customer is happy. • Follow-up • Ensure satisfaction, call, card, email • Handle inquiries and complaints, keep customers satisfies • Ask for referrals • Keeping a client file • Evaluate sales efforts • Post Sales Surveys / Comment Cards

  26. CUSTOMER SERVICE! • Develop customer service guidelines for your employees. (10) • How should they treat customers? • How should they act? • What should they look like?

  27. CUSTOMER SERVICE SCENARIOS • Skit • Right way • Wrong way

  28. Handling a Dissatisfied customer • Treatment of employees • Customer Service training

  29. SELLING (one of the functions of Marketing) Explain company selling policies.

  30. SELLING ACTIVITY POLICIES • Selling policies: guidelines for selling. How will products be sold? • How are sales tracked? Receipt, online, customer information? • What is the customer given at the completion of the transaction? • Are there any government rules or regulations that must be followed?

  31. TERMS OF SALE POLICIES • Terms-of-sale policies: What conditions apply to each type of sale? (Think airline tickets, e-Bay, close-outs) • Age, condition of customer (think “bar”) • Conditions for returns (What will be allowed?) What if the dress has been worn? • Deadlines for returning products (used or new car purchases, haircuts) • Method of refund (including money vs. store credit)

  32. SERVICE POLICIES • Service policies: guidelines for servicing customers. • What is included in the sale of the product? • Warranties (implied or explicit) • Delivery. • Training.

  33. WHY ARE SELLING POLICIES IMPORTANT? • Selling policies standardize sales. • Ensures that the company and the customers understand how products are sold. • Protects the company, legally.

  34. WHY ARE SELLING POLICIES NEEDED? • Proves that all customers are treated the same way • Increases efficiency of the sales people.

  35. EXTERNAL factors that affect selling policies • City, county, state and/or Federal regulations. • Competitors’ actions. • Changes in customer expectations. • Changes in costs of producing the products. • Price Fixing • Sherman Antitrust Act

  36. INTERNAL factors that affect selling policies • Sales quotas. • New management. • Changes in goals. • Finances • Research efforts

  37. REGULATORY factors that affect selling policies • The distribution channel might require specific policies in exchange for using that channel (e-Bay for example). • Implicit warranties. (If brand new, it should work.)

  38. PROBLEMS with selling policies • Policies cover specific circumstances, so some situations will not fit the current policies. • Misinterpretation by a salesperson. • Some customers will ask for exceptions to policies in exchange for increased business or because of a history with your company.

  39. 2 Direct Competitors2 different companies- sale same type of products • Compare and Contrast return/refund policies

  40. Objective: Teach us how you would adapt your communication to the cultural/social difference among International clients? • Select a country. • Language, Religion, Special holidays/festivals to know? • Dining Etiquette, Table Manners • 3 things you must know! • Business Etiquette Details • 12 things to know (6 Do’s/6 Don’ts) • IBE- iPads, www.cyborlink.comwww.executiveplanet.com

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