final Flashcards
customer service
the activities and programs that the salesperson provides to the client that make the relationship satisfying for the customer
what is the service recovery process
- research, isolate, describe problem
- try to understand client
- prepare action items
- implement plan
- dont let it happen again
account penetration
ability to work and contact people throughout the account discussing your products
3 levels of customer relationship marketing
transactional (one time), relationship (kinda stays in touch), partnering and consultative (continually works together)
steps to follow when you loose a customer
- visit and investigate
- be professional
- dont be unfriendly
- keep calling, treat them like a prospect
7 elements of territory management
- salespersons territory quota
- account analysis
- develop account objectives and sales quotas
- sales call allocation/territory time allocation
- customer sales planing
- scheduling and routing
- territory and customer evaluation
two approaches to account analysis
- undifferentiated selling approach –> same strategy cross all accounts
- account segmentation approach –> different selling strategies for different customers
ELMS system
divides customers into different sized (extra large, large, medium, small)
multiple selling strategies
1 selling strategy to multiple target accounts (usually of same ish size/category)
multivariable account segmentation
more than one criteria to characterize the organizations account
sales response function
relationship between sales volume and sales calls
territorial evaluation
making sure that a specific territory’s salespeople can meet specific quantitative results
sales manager responsibilities
- planning
- staffing
- training
- directing
- evaluating
golden rule of sales management
unselfishly treating salespeople as you would like to be treated, placing their interest first
phases of being promoted
- immobilization
- denial of change
- depression
- acceptance of reality
- testing
- search for meanings
- internalization
sales management definition
make sure the sales team reaches their goals by planning, getting the right people, teaching them what to do, and checking if everything is working smoothly
sales forecasting
predict a firms future revenues
two elements of staffing
- people planning
- employment planning
people planning
how many people / what type of people to hire
employment planning
recruitment and selection of applicants
circular relationship in managing a sales call
planning, implementation, evaluation
3 types of training methods
- discussion
- role playing
- on the job training
centralized training
brining company together for big training
decentralized training
conducted anywhere like a car or motel room
basic sales management function
directing average people to perform at above average levels
two levels of motivation
- motivation of the individual sales person
- motivation of the entire sales force
motivation mix
- basic compensation plan (salary or commission)
- combination plan
- special financial incentives
- non financial rewards
- leadership techniques
- management control procedures (quotas, reports, performance reviews)
sales performance rewarded in three ways
- direct financial awards
- career advancements
- non financial compensation
what is the most important motivator
money
draw accounts
if the salesperson makes x amount of commission in sales, they would owe x amount to the company
combination plans
80% salary, 20% incentive, etc
task behavior
tells, persuades, leader describes duties of individual group
relationship behavior
people oriented, two way communication, participates and delegates
4 types of leadership types
- tells
- persuades
- participates
- delegates
value of service
provide service after the sale and customers will buy again
7 factors to consider in territory time allocation
- number of accounts in territory
- number of sales cals made on customers
- time required for each sales call
- frequency of customer sales calls
- travel time around the territory
- nonselling time
- return on time invested
what does relationship marketing do?
- creates customer loyalty
- customers get an attentive seller
- can result in refferals
- results in retention or preference
- reduces sales cost
customer satisfaction
reflects customer feelings about any differences between what is expected and the actual experience with the purchase, feelings towards the purchase
product “plus” service
product (works), price (fair), place (convenient), promotion (honest), exchange translation (quick/fair), after the sale (warranty honored)
