Sales Management 9

Sales Force Recruitment and Selection

Importance ofRecruitment and Selection

Problems associated with inadequate implementation:

Inadequate sales coverage and lack of customer follow-up

Increased training costs to overcome deficiencies

More supervisory problems Higher turnover rates Difficulty in establishing enduring relationships

with customers Suboptimal total salesforce performance

Introduction to Sales Force Socialization

Sales Force _________refers to the process by which salespeople acquire the knowledge, skills, and values essential to perform their job.

Need to achieve _________Match company needs with employee needs.

Need to achieve _________Employee knows what to expect.

Pre-Recruiting Decisions

Who will recruit? Designated recruiter Manager Incumbent

Who will participate in process? HR Manager

Who will make hiring decision?

Job Analysis/Description

Steps First do a job _________ Then, develop job _________ Finally, develop a list of job _________

Reason Helps to identify _________ Develops _________ Cuts down on _________

Job Description

Nature of _________ to be sold Type of _________, frequency of calls,

types of people to contact Specific _________and _________ Relationship between job occupant and

other positions in the company Mental/Physical _________of the job Environmental _________that might affect

the job

Find a pool of applicants

Internal Referrals Transfers

External Recruiting at colleges Advertising Agencies Job Fairs Professional Associations

•Screening Resumes and ApplicationsScreening Resumes and Applications

•InterviewsInterviews

•TestingTesting

•Assessment CentersAssessment Centers

•Background InvestigationBackground Investigation

•Physical ExaminationPhysical Examination

•Selection Decision and Job OfferSelection Decision and Job Offer

Hiring Process

Application Process I

Interviews (Ex. 5.5: Interview Guide) #, Location Funnel Process Multiple Opinions

Application Process II

Reference Check Employers Teachers

Don’t burn bridges

Application Process III

Test Batteries

Ψ/Personality IQ Aptitude Drug Ethics

Application Process IV

•Evidence of job Evidence of job qualificationsqualifications

•Work historyWork history

•Salary historySalary history

•AccomplishmentsAccomplishments

•ResponsibilitiesResponsibilities

•Appearance and Appearance and completenesscompleteness

Application Form

Appropriate/Inappropriate Questions

Actual Questions

Who are your heroes? What did you learn from your biggest

failure? How would you sell this pen to me? What are your weaknesses?

Kryptonite was not a popular answer. Do you have a clean driving record?

DWI/DUI Speeding

Information Concerning: Comments/Recommendations

Absolutely barredArrests?1.

Include a statement indicating employer will consider the nature and circumstances of the conviction

Convictions?2.

Although not barred, be prepared to give a good reason for this question. Age Discrimination Act.

Age?3.

May discriminate against females, or Americans of Asian or Spanish descent. Job functions.

Height and Weight?

4.

Illegal unless requested of both sexes and only then when employer has a no-spouse hiring rule. (Some states consider married persons a protected class, prohibiting this question.) Rings.

Marital Status?5.

In light of the ADA, such questions should only be included when necessary for the job (models, actors).

Physical Characteristics?

6.

SOURCE: C. David Sheperd and James C. Hearfield, “Discrimination Issues in the Selection of Salespeople: A Review and Managerial Suggestions,” Journal of Personal Selling & Sales Management, Fall 1991, p. 71.

The propriety of asking about educational background is determined by the level of education required for the job

Education?7.

Both questions are suspect as the bankruptcy code prohibits discrimination against individuals who have filed bankruptcy. Run credit check.

Bankruptcy, Garnishments?

8.

Instead of asking questions such as these, simply ask if the candidate can do the essential functions of the job, with or without accommodation.

Disabilities, Handicaps and Health Problems?

9.

To avoid discrimination charges under the Immigration Reform and Control Act, it is best to avoid citizenship questions. Need I-9.

Citizenship?10.

Improper if it perpetuates an imbalance in the make-up for the work force. Other problems.

Friends and Relatives?

11.

Information Concerning: Comments/Recommendations

Legislative Act

SOURCE: Thomas N. Ingram and Raymond W. LaForge, Sales Management: Analysis and Decision Making (Chicago: The Dryden Press, 1989)), p. 362.

Purpose

Prohibits discrimination based on race, color, religion, sex, or national origin.

_________Act (1964)

Founded the Equal Employment Opportunity Commission to ensure compliance with the Civil Rights Act.

Fair Employment Opportunity Act (1972)

Requires that men and women be paid the same amount for performing similar job duties.

_________Act (1963)

Requires affirmative action to hire and promote handicapped persons if the firm employs 50 or more employees and is seeking a federal contract in excess of $50,000.

Rehabilitation Act (1973)

Requires affirmative action to hire Vietnam veterans and disabled veterans of any war. Applicable in firms holding federal contracts in excess of $10,000.

Vietnam Veterans Readjustment Act (1974)

Prohibits discrimination against people of ages 40 to 70. (Yeah!)

_________Act (1967)

Provides equal-protection standards to prevent irrational or unreasonable selection methods.

Fifth and Fourteenth Amendment to the U.S. Constitution

_________(1990) Prohibits discrimination on basis of disability.

So how do you obey the law?

Have a well trained HR department. Train everyone involved in hiring process.

Seminars Internal External

Hiring manuals Memos

Have a good employment lawyer on retainer.

Selecting salespeople is like selecting the right chocolate from the box. You don’t know what you have until you take a bite.

What to look for in hiring:(Not in Particular Order)

_________ _________Skills Ambition

Goal Oriented

Leadership _________

_________ _________Skills

Persuasive _________ Sales Experience

Not product specific

How do you pick the right person?

It’s still a craps shoot. Limit Risk

Due Diligence Check References Multiple Interviews Tests Experience Listen to your gut