personnel (hrd) management in the selling field. training & supervision performance evaluation...

Personnel (HRD)

Management In

The Selling Field

Training & Supervision

Performance Evaluation

Compensation &

Motivational Programs

Recruitment

Selection

Job Description

Job Evaluation

Job Specification

Job

Analysis

SALES FORCE MANAGEMENT

o Economics of Effective

Sales Force Management

o Rates of Sales Personnel

Turnover

Caused by Actions Controllable by company

Caused by Actions Not

Controllable by company 1. Poor recruiting 2. Improper selection and

assignment 3. Training deficiencies 4. Inadequate supervision and

motivation 5. Breakdown in communication 6. Unsatisfactory performance

customer complaints, etc. 7. Discharged for cause, e.g.;

alcoholism, conviction of a felony, dishonesty, etc.

8. Cutbacks in personnel 9. Transfer to another

department 10. Promotion to a higher position

1. Retirement 2. Death 3. Illness or physical disability4. Personal and material

difficulties 5. Dislike for the job-travel, type

of work, working condition, etc.

6. Military duty 7. Better position elsewhere.

Cause by Turnover of Sales Personnel

Procedure for Sales Job Analysis and preparation of Written job Descriptions

1. ASSEMBLE FACTUAL INFORMATION ABOUT THE JOB:

a. Clarity reporting relationships by questionship salespersons and those to whom they report.

b. Prepare a questionnaire for sales personnel, asking them to list the job objectives, together with the major duties and what is involved in performing them, in doing the job effectively.

c. Prior to receipt of the complete questionnaires, have sales executives and other executives interested in sales activities write down their conceptions of the sales person’s job objectives, the sales person’s responsibilities, and the, duties they feel the salesperson should not perform.

d. Survey customers to find out what they believe should and should not be the functions of a company salesperson.

2. ANALYZE THE INFORMATION GATHERED:

a. Tabulate the information received.

b. Reconcile differences revealed by the three viewpoints, write a concise statement of job objectives, and prepare a detailed list of duties that sales personnel are to perform.

c. Classify the duties into major responsibility grouping, such as sales, service, territory management, sales promotion, executive, and goodwill duties.

3.WRITE THE JOB DESCRIPTION;

a. Put the reporting relationships in writing.

b. Add the concise statement of job objectives.

c. Insert the detailed information on duties and responsibilities.

d. Develop a written statement of job performance measures.

4.As required, repeat the first three steps when changes in markets, customers’ requirements, products, competition, the economic climate, and so forth require a review of job objectives, job objectives, job duties and responsibilities, and/or performance measures.

Checklist for Compiling “Duties” and Responsibilities” Section of Sales Job Description

Sales : Make regular calls

Sell the line; demonstrate.

Handle questions and objections.

Check stock; discover possible product uses .

Interpret sales points of the line to the customer.

Esimate customer’s potential needs.

Emphasize quality.

Explain company policy on price, delivery, and

credit.

Get the Order.

Service :

Install the product or display.

Report product weakness, complaints.

Handle adjustments, returns, and allowances.

Handle requests for credit

Handle special orders.

Establish priorities, if any.

Analyze local conditions for customers.

Territory Management

Arrange route for best coverage.

Balance effort with customer against the potential volume.

Maintain sales portfolios, samples, kits and so forth.

Sales Promotion:

Develop new prospects and accounts.

Distribute home office literature, catalogues, and the like.

Make calls with customer’s sales people.

Train personnel of wholesalers, jobbers, and so

on.

Present survey reports, layouts, and proposals.

Executive :

• Each night make a daily work plan for the next day.

• Organize filed activity for minimum calls.

• Prepare and submit statistical data requested by home office.

• Investigate lost sales and reason for loss.

• Attend sales meetings.

• Build a prospect list.

• Collect credit information

• Prepare reports on developments,

trends, new objectives met, and new

ideas on meeting objections.

Goodwill :

• Counsel customers on their problems.

• Maintain loyalty and respect for the company

• Attend local sales meetings held by customers.

Recruiting Sales

Personnel

Organization for recruiting and selection

Source of Sales Recruits

Recruiting Source Evaluation

Source Within the Company

Company sales personnel.

Company executives.

Internal transfer

Source Outside the company

Employment agencies

Sales people making calls on the company

Employees of customers.

Sales executives’ clubs.

Sales forces of noncompeting companies.

Sales forces of competing companies.

Educational institutions.

Older persons.

The Recruiting Effort

Personal Recruiting

College recruiting.

Recruiting direct – to – customer sales personnel.

Recruiting consultants.

Indirect Recruiting

Recruiting Brochures

Selecting Sales Personnel

Time Reject

Preliminary Interview & Pre-Interview

Formal Application

Interview

References &

credit check

Testing

Physical Examination

Employer offer

Exp

ense

s R

elat

ive

Deg

ree

of

hel

pfu

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s

A Selection System