Personal selling

Question 1

What is personal selling?

Answer 1

Personal selling is where a representative of an enterprise contacts potential customers directly, either:
1) Face to face
2) By telephone
3) Email
or
4) Video conferencing

(4 methods of personal selling)

Question 2

Personal selling is where a representative of an enterprise contacts potential customers directly, either face to face, by telephone, email or video conferencing.
What may large enterprises do?

Answer 2

Large enterprises may employ a specialist sales team

Question 3

1) Face to face personal selling:
What does ‘face to face’ personal selling involve?

Answer 3

‘Face to face’ personal selling involves the salesperson being in direct personal contact with the customer

Question 4

1) Face to face personal selling:
Face to face personal selling involves the salesperson being in direct personal contact with the customer.

What are the advantages of ‘face to face’ personal selling?

Answer 4

The advantages of ‘face to face’ personal selling are that the salesperson:
1) Is able to watch the customer’s facial expressions/body language and adapt the sales message to suit customer’s needs
2) Can answer customer’s questions instantly

Question 5

1) Face to face personal selling:
Face to face personal selling involves the salesperson being in direct personal contact with the customer.

What are the disadvantages of ‘face to face’ personal selling?

Answer 5

The disadvantages of ‘face to face’ personal selling are that it:
1) Requires a high level of interpersonal skills
2) Can be time-consuming and therefore expensive

Question 6

2) Telephone personal selling:
What does ‘telephone’ personal selling involve?

Answer 6

‘Telephone’ personal selling involves involves the salesperson making phone calls to the customer (usually from a call centre)

Question 7

2) Telephone personal selling:
Telephone personal selling involves involves the salesperson making phone calls to the customer (usually from a call centre).

What are the advantages of ‘telephone’ personal selling?

Answer 7

The advantages of ‘telephone’ personal selling are that the salesperson is:
1) Able to contact customers anywhere at a time that is convenient
2) Can answer customer’s questions instantly

Question 8

2) Telephone personal selling:
Telephone personal selling involves involves the salesperson making phone calls to the customer (usually from a call centre).

What are the disadvantages of ‘telephone’ personal selling?

Answer 8

The disadvantages of ‘telephone’ personal selling are that:
1) The salesperson is unable to respond to customer’s body language or facial expressions (it is impersonal)
2) Lots of customers may not answer the call, making it a less efficient method

Question 9

3) Email personal selling:
What does ‘email’ personal selling involve?

Answer 9

‘Email’ personal selling involves the salesperson communicating electronically through email with the customer

Question 10

3) Email personal selling:
‘Email’ personal selling involves the salesperson communicating electronically through email with the customer.

What are the advantages of ‘email’ personal selling?

Answer 10

The advantages of ‘email’ personal selling are that:
1) The salesperson can send the customers web links and additional information or sales brochures in email attachments

Question 11

3) Email personal selling:
‘Email’ personal selling involves the salesperson communicating electronically through email with the customer.

What are the disadvantages of ‘email’ personal selling?

Answer 11

The disadvantages of ‘email’ personal selling are that:
1) The salesperson is unable to respond to customer’s body language or facial expressions (it is impersonal)
2) It may take longer than a face to face conversation
3) There is no guarantee that the initial email will be read by the customer

Question 12

4) Video or web conferencing personal selling:
What does ‘video or web conferencing’ personal selling involve?

Answer 12

‘Video or web conferencing’ personal selling involves the salesperson communicating with the customer through a webcam

Question 13

4) Video or web conferencing personal selling:
‘Video or web conferencing’ personal selling involves the salesperson communicating with the customer through a webcam.

What are the advantages of ‘video or web conferencing’ personal selling?

Answer 13

The advantages of ‘video or web conferencing’ personal selling are that the salesperson:
1) Is able to watch customer’s facial expressions/body language and respond instantly
2) Can access customers around the world

Question 14

4) Video or web conferencing personal selling:
‘Video or web conferencing’ personal selling involves the salesperson communicating with the customer through a webcam.

What are the disadvantages of ‘video or web conferencing’ personal selling?

Answer 14

The disadvantages of ‘video or web conferencing’ personal selling are that:
1) The customer can watch the product being demonstrated, but they are unable to try it out themselves
2) It requires access to webcam facilities for the salesperson and each customer

Question 15

What are the stages in the personal selling process?

Answer 15

The stages in the personal selling process are:
1) Lead generation
2) Quality leads
3) Demonstrate solutions and value
4) Manage objections
5) Deliver and support

Question 16

The stages in the personal selling process are:
1) Lead generation
2) Quality leads
3) Demonstrate solutions and value
4) Manage objections
5) Deliver and support

What happens in the first stage, lead generation?

Answer 16

In the first stage, lead generation, potential customers are identified (finding leads)

Question 17

The stages in the personal selling process are:
1) Lead generation - Potential customers are identified (finding leads).
2) Quality leads
3) Demonstrate solutions and value
4) Manage objections
5) Deliver and support

What happens in the second stage, quality leads?

Answer 17

In the second stage, quality leads:
1) Is the customer interested?
2) Can they afford it?

Question 18

The stages in the personal selling process are:
1) Lead generation - Potential customers are identified (finding leads).
2) Quality leads - Is the customer interested? Can they afford it?
3) Demonstrate solutions and value
4) Manage objections
5) Deliver and support

What happens in the third stage, demonstrate solutions and value?

Answer 18

In the third stage, demonstrate solutions and value, show how the product meets the needs and interests of the customer

Question 19

The stages in the personal selling process are:
1) Lead generation - Potential customers are identified (finding leads).
2) Quality leads - Is the customer interested? Can they afford it?
3) Demonstrate solutions and value - Show how the product meets the needs and interests of the customer.
4) Manage objections
5) Deliver and support

What happens in the fourth stage, manage objections?

Answer 19

In the fourth stage, manage objections, answer queries and concerns about the product, its features and price

Question 20

The stages in the personal selling process are:
1) Lead generation - Potential customers are identified (finding leads).
2) Quality leads - Is the customer interested? Can they afford it?
3) Demonstrate solutions and value - Show how the product meets the needs and interests of the customer.
4) Manage objections - Answer queries and concerns about the product, its features and price.
5) Deliver and support

What happens in the fifth stage, deliver and support?

Answer 20

In the fifth stage, deliver and support, deliver the product and provide an excellent after-sales service