1-drq of a sales rep by james muriithi

7/29/2019 1-DRQ of a Sales Rep by James Muriithi

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J. Muriithi

DRQs


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Sales Persons Job

The salespersons roles do vary from company to

company, depending on whether sales involve goodsor services, the firms market characteristics and thelocation of customers

The salesperson functions as a territory manager-

planning, organizing, and executing activities thatincrease sales in a given territory

In essence the salesperson: Creates New Customers through prospecting Sells More to Present Customers Builds Long-Term Relationships with Customers Provides Solutions to Customers Problems


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Sales Persons Job Provides Service to Customers e.g. handling

complaints, returning damaged merchandise,providing samples, suggesting businessopportunities and developing recommendationson how the customer can promote productspurchased from the salesperson

Helps Customers Resell Products to TheirCustomers Helps Customers Use Products after Purchase

e.g. computers Builds Goodwill with Customers

Provides Company with Market Information


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Service Sales

Representative

Retail

Representative

Manufacturers

RepresentativeWholesalers

Representatives

Accounts

Representative

Industrial Sales

Representative

Retail Sales

Representative

Sales

Engineers

Types of Sales Jobs


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DIFFERENT SALES JOBS Retailing includes all the activities

involved in selling goods orservices directly to the finalconsumers for personal, nonbusiness use

A retailer or retail store is anybusiness enterprise whose sales

volumes come primarily fromretailing

Any organization selling to finalconsumers-whether amanufacturer, wholesaler or

retailer-is doing retailingIncludes gas station, beauty andCosmetic shop They practice alstages of a sales call, includingprospecting, presentation, trialcloses and after sales service.

RETAIL SELLING

The Salespersonsells directly to

consumers from astore environment


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Missionary Selling

Influences the decision makerrather than the final user

Informs the salesperson to follow-

up and close the deal

Uses relationship building as abasis for effective selling


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This is an independent

intermediary between themanufacturer and a retail seller.While not directly employed bythe retailer, the wholesaling

intermediary conducts personalselling in their outlets in terms ofdisplays and providing expertadvice to the retail seller. He is

paid on commission basis. Theseentrepreneurs often act for morethan one company ormanufacturer.

WHOLESALING/RESELLING

The Salespersonobtains products frommanufacturers and sellsto retailers.


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This entails direct relationships with theinfluencers, decision makers and actualusers of the product, e.g. territory

managers of oil companies must keepclose working relationships with criticalpersonnel within the distributionnetwork.

The critical personnel may include, thepurchasing managers/buyers, financemanagers, engineers, CEOs, secretariesand even the security guards

Technical knowledge and skills arecritical in sustaining the businessUnlike wholesaling which transfersfinished products for resale, this refersto the transfer of raw materials andequipment, which the buyer then usesto produce other goods. It alsoencompasses services. Complexities ofindustrial markets, necessitates TEAMselling approach (selling consortium).

COMMERCIAL &INDUSTRIAL SELLING

The Salespersontransfers raw materialsand equipment, whichthe buyer uses to

produce his / her owngoods or services.


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Sells to the end user, e.g. tiremanufacturers selling tire products tooriginal equipment vehicle assemblers

Airline reservations staff selling tickets tothe passengers Technical support and employee/client

relationships are critical in customerretentionProducts typically sold in this way includecosmetics, jewelry, clothing, toys,household suppliers and health relateditems.GNLD and TUPPER WARE belong to thecategory. 90% of direct sellers arewomen. NETWORK or MULTI-LEVEL

marketing has over the last 20 yearsjoined this fray. Sales Reps recruit otherreps that are paid on commission.Sometimes this leads to PYRAMIDS,which may eventually become unethical.

DIRECT SELLING

The Salespersonpurchases productsfrom a manufactureror wholesaler andsells to consumers,often in consumers

homes.


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Customers can neither see nor

touch these products andservices. It becomes completelyimportant that the salesprofessional is very well trained

and knowledgeable in order togive his customers the assistanceand confidence they need to makecomfortable buying decisions.

Service sellers have to sellthemselves.

SERVICE SELLING

This is the selling ofintangibles such asinsurance, banking,

real estate, travel,home and businesssecurity and cleaning.


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Representatives

Retail Sales Representative Sells goods to consumers for personal

use.

Include in-store, direct seller to homesand telephone selling.


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Wholesalers Representative

Sells for:

RESALE

USE in producing goods and servicesOperate in organizations

Firms engaged in wholesaling are called

WHOLESAILING MIDDLEMEN. They differ

in:The products they sell.

The markets to which they sell

Methods of operation

Rep.


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Manufacturers Representatives

Sell for organizations that produce the products,services for market offering. They range from:

Delivery clerks for beer, milk, bread, fuel e.t.cSpecialized sales people selling highlytechnical products.

They may sell to:WholesalersRetailers, orDirectly to consumers

Rep


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Duties & Responsibilities

Sales representatives are territory managers-planning, organizingand executing activities that increase sales and profits in their

territories including:Providing solutions to customer problems

Identifying customer needs and problemsMatching the product and services to the need or problem

Providing service to customers. Handling customer complaints. Returning, replacing damaged merchandise. Providing samples. Suggesting business opportunities. Recommending product promotion strategies.

Helping demos at customer premises as PULL. Training customer staff.

Sell to current and new customers Prospecting for new customers for growth. Retaining, maintaining & growing current customers.


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Duties Help customers to resell to their customers

Uplifting from wholesale and reselling. Developing promotional programs for your customers. Supplying promotional or advertising materials. Setting up product displays.

Helps customers use products after purchase

Show customers how to derive full benefit from product. Install computers/printers and demonstrate. Train on best care system/programs

Builds goodwill with customers Establish friendship and trust (personal friendly, business, like

relationships) with the DMU. Exercise high ethical standards, integrity and sincere interest in

the customer. Help customers identify their need - stop selling & start

partnering.


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Duties Provide company with market information.

Gather document and report information. Competitor activities. Customer reactions New products Complaints on products Service PoliciesMarket opportunities


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Qualifications for Success in Selling

A good College degree or diploma will be essential isselling Love of ones job Willingness or propensity for hard work A strong work ethic Ruthlessness about time keeping Optimistic outlook Strong self confidence and well groomed The do it now mentality Knowledgeable about his/her company/products,

competitors products and strategies, industryperformance, and pest

Physically and mentally alert


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Qualification & SkillsSelling is both an art and a science.

ART -Many skills cannot be learnt fromtextbooks. Selling takes practice like golf or tennis. A book helps but it is not enough e.g.

1.Buyers non-verbal communication.2.Handling objections.3.Closing a sale.

SCIENCE -A growing body of knowledge.

Has a wealth of objective facts. Practice alone no longer enough. Learning of conceptual, human & technical skills

necessary.


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Skills

The cognitive ability to see the selling process as a whole andthe relationship among its paths.

Involves thinking and planning abilities.

Involves matching products or services to needs. Involves knowing the relationship between the beginning ofa sales presentation and asking for the order.

Allows the seller to think strategically.Allows the seller to understand the product, presentation

buyer and buyer organization. Order-gotten must perceive the significant elements in a

situation (assess).


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Skills .

This is the ability to work with and through other people.

How the buyer relates to their customers. How the sellers like and are liked by others.

Those without are abrupt, critical, pushy, arrogant,unempathetic & unresponsive.

This is the understanding of and proficiency in theperformance of specific tasks.

Mastery of methods, techniques & equipment used. Specialized knowledge, analytical ability. Competent use of tools & techniques to solve problems.


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Matching ExerciseSkill Conceptual Human Technical

PlanningOrganization

Time utilization

Persuasive

DecisivenessPresentation

Good communication

Listening

Questioning

Self-motivation

Personal development

Learning ability

Flexibility


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Matching ..

Skill Conceptual Human Technical

Team co-operation

Resilience

Stress tolerance

Integrity

HonestyInitiative

Innovativeness

Problem solving

Risk takingLeadership

Good judgment

Tenacity

Sensitivity


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Establishing a course of

Action for self and/or others to accomplish a specific goal;Prioritizing ones activities planning needed resources and

attending to necessary preparation.

Using time effectively and correctly,

determining priorities to get things done speedily.

Utilizing appropriateinterpersonal styles and methods of communications to gain

agreement or acceptance of a product, plan, activity, or idea

from customers.

Some Common Terminologies

T i l i


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: The ability to conduct a sales presentation

without any ambiguity well organized and readily understood

manner leading to a logical close.

Being attentive to others inorder to

understand precisely what they are saying and to askappropriate questions to check for understanding and gatheradditional information.

To enthusiastically maintain a high well

directed work level gaining personal satisfaction from yourown efforts.

Maintaining social, ethical and organizational

standards.

Terminologies


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Terminologies

Creating a favorable and professionalimpression that

commands attention and respect.

Modifying behavior to reach agoal.

Handling disappointment, rejectionand work

pressure while maintaining effectiveness.


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You must be;

Presentable, Smart, Clean, Well-mannered. etc

Pleasant, Patient, Persistent, Consistent.

Sensitive, Empathetic, Considerate.

Persuasive, Confident, Knowledgeable.

Honest, Reliable, Decisive, Informed.

Good-time utilizer, Planner, Organizer.

Good Communication, Listener and Questioner.

Self-motivated with Initiative and Innovative.

A risk taker and Problem solver.

Fast leaner, Adaptive and Flexible.

A person of Integrity, Resilient and Stress tolerant.

Helpful.

Characteristics


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Empathy & Ego DriveA good salesperson is a composite of a large amount of empathy and of ego drive.

EMPATHY

LOW HIGH

EGO

DRIVE

HIGH

LOW

ed

Ed ED

eD


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Channels of Distribution and


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Channels of Distribution andSales Jobs

It is essential to understand the channels used by your companyto move its products to the final consumer.Resellers or

middlemen stock thousands of products from hundreds of sales

people from multitude of companies.

Vital information on them needed include;1.Likes & dislikes of each channel member customers.2.Product line and assortments of each stock/list.

3.When they see sales person.4.Their distribution, promotion and pricing policies.5.Quantity purchases of each good in the past

Note their differences!


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Channels of Distribution and Sales Jobs

Distribution refers to the channel structure usedto transfer products from an organization to itscustomers

Its important to have the product available tocustomers in a convenient and accessible location

when they want it Consumer goods manufactures, by and large, sell

their products through the wholesalers who thenresell to the retailers before the goods reach thefinal consumers

The salesperson involved in this type ofdistribution network must be ensure steady flowof his or her products through the channelmembers to the final consumer


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Channels.

The salesperson must respond expeditiously toqueries/complaints from the channel members toensure robust service provision

The industrial goods manufacturers may selldirectly to the final consumer or use distributors

to reach the end users The industrial salesperson is expected to have

technical training/skills to provide solutions to thechannel members as well as the final users

Service sales team do provide solutions directly tothe end user and therefore the service providermust be knowledgeable, personable, be everwilling to go the extra mile to serve the customer


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Channels.CONFLICT & CO-OPERATION

Wholesalers may refuse to by until retailers demand the product.1. Supermarkets may already have listed a lot of products similar to

yours and wonder why they should list.2. Why should they stock your 3 Sizes?3. Do they need to drop an existing one for yours?

4. What alternative actions are open in the case of conflicts?o Manufacturers may sell direct to retailer if wholesalers do not co-

operate.o Wholesalers may start OWN brands if a manufacturer fails to co

operate.

NB These solutions are costly to both parties in terms of loss of sales or

input costs. Better service results in co-operation. Establish policies and actions for the benefits of both parties.


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Sales Force StructureCompanies usually organize their sale forces based on a number

of considerations. These include products, geographical

distribution of their customers, and channel of distribution

available or even on sales opportunities e.g.

Territorial structure: Each sales rep is assigned an exclusive

sales territory and must sell all the companys product line or

services. Most FMCG manufacturers in this country use this

strategy. Sales persons job is clearly defined.

Credit or blame for results is direct.

Good interpersonal skills required of the sales person. Travel expenses may be relatively low.

Product structure: Some reps deal in the sampleproducts while the complex and technical products

are handled by other reps, Kodak, Diversey. Henkel


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Sales Force May increase cost of travel. Leads to good product management structure.

Requires keen supervision if division come under the samemanager.

Customer structure: Some salespeople are structured by the

type of customer e.g. Engineers, Doctors, Supermarkets,Wholesalers, National accounts etc Each is handled by a different

Rep. This specialization arises due to either the need to know moreabout specific customers or the size of account. Customer needsidentified easily.

Hierarchy sometimes means more qualified people handling thetop end of the business and customer feel important.

Depending on geographical scatter of the customers, this could beexpensive.This is closely associated with the channels of distributors.Quite often companies may combine any two or more of thestructures in their marketing strategy.


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Why Choose A Sales Career

Five major reasons:

The wide variety of sales jobs available.

The freedom of being on your own: Freedom with responsibility. Determining owns day

No supervision by a boss Planning calls Planning time use No roll call


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Career Cont..The challenge of selling

Changing peoples lifestyles Relationship with the DMU

Making a positive contribution to your company Convincing buyersVolume and value of sales

The opportunities for advancement. From trainee to fullfledged sales persons. Key A/C Salesperson Regional Sales Manager National Sales Manager District Sales Manager Divisional Sales Manager Sales Vice President to present of sales.


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Rewards in a Sales CareerThe many rewards for a sales career. Good salary

Flashy car.

Psychological income.

Training opportunities Entertainment and other allowances

Numerous fringe benefits ( school fees)

Overseas Leave

Travel& health Insurance covers

Exciting people

Sales training


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1-drq of a sales rep by james muriithi

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