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104 Cards in this Set
- Front
- Back
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organization
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an arrangement of activities involving a group of people
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organizational structure
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Control-and-coordination mechanism. A sales force or any other group involved in a joint effort to meet a goal.
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Four categories of sales organizations
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1. Line organization
2. Line-and-staff org. 3. Functional org. 4. Horizontal org. |
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Line organization
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Authority flows from chief executive to first subordinate and so on.
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Line-and-staff org.
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Take a line org. and add staff assistants who are specialists in various areas (adv, mkt, sales, etc)
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Functional org
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Each activity specialist-advertising or sales promotion for example-has line authority over the activity in relations with the sales force.
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Horizontal org
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Eliminates both management levels and departmental boundaries.
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Geographical org
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Most widely used system for dividing responsibility and line authority over sales ops. Sales force is grouped based on physical territories
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Product operating specialization
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Likely used when company is selling..
-variety of complex, technical products -Thousands of products -Unrelated products |
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Product staff specialization
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Commonly used when management wants to use staff assistants who specialize by product
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Strategic Account Management (SAM)/Global Account Management (GAM)
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Used to describe a company's management of large customers
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Buying center
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all the individuals in their buying process:
-Users of product. -Influencers who set the product specifications. -Deciders who make actual purchasing decision -Gatekeepers who control flow of purchasing info -Buyers who process the purchase orders |
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selling team
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group of people representing the sales department and other functional areas in the firm
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selling centers
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Company establishes a separate location where sales team meets with customer buying teams. Selling team presents an integrated program that matches the accounts' needs
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independent agents
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wholesaling intermediaries that do not take ownership title to the product they sell
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manufacturer's rep
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most widely used. A single producer usually uses several of these who each have a specified geographical territory.
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brokers
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type of ind. agent. Bring sellers and buyers together
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wholesale distributors
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type of ind. agent. intermediaries who take ownership title to the products they sell.
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nondiscrimination
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Can't discriminate with regard to age, sex, race, religion, national origin, disability, or status as a veteran
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affirmative action
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Must make additional efforts to recruit, employ, and promote qualified members of groups who were formerly excluded
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civil rights act
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prohibits discrim. based on race, color, religion, nationality, or sex
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federal contract compliance, executive orders
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ensures that federal contractors with 50 or more employees will comply with federal legislation and submit affirmative action plans
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age discrimination employment act
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based on age
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fair employment opportunity act
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established the equal employment opportunity commission (EEOC) to ensure compliance with the civil rights act for firms with 25/more workers
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rehabilitation act
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requires affirm. action to hire and promote persons with disabilities if the firm employs 50/more and is seeking federal contracts in excess of $50,000
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vietnam era veterans readjustment act
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requires affirm. action to hire vietnam vets and disabled vets of any war by firms holding contracts in excess of $10,000
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uniform guidelines on employment selection procedures
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the EEOC, US civil service, and departments of justice and labor jointly issued these guidelines to prevent discrimination practices in hiring
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americans with disabilities act
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prohibits discrimination based on handicaps or disabilities (either physical or mental)
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5 steps in staffing a sales force
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1. Plan the recruiting and selection process
2. Recruit an adequate # of applicants 3. Select the most qualified 4. Hire those people 5. Assimilate the new hires |
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job analysis
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the actual task of determining what constitutes a given job
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job description
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document that sets forth the findings of the job analysis
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job qualifications
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specific, personal qualifications and characteristics applicants should possess
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job profile
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the kind of person the firm is seeking
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recruiting
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all activities involved in securing individuals who will apply for the job
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referral
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recommendation by 1 individual that another be hired for a position
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validation
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process of statistically measuring the extent to which a given selection tool or hiring qualification is a predictor of job performance.
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bona fide occupational qualification (BFOQ's)
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questions interviewers may ask in sensitive areas only if they relate to the job
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application blank
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personal history record. most widely used selection tool
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experience requirement
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educational background and work experience
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socioenvironmental qualification
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membership of social, service, or business org...hobbies, athletics, etc
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personal interview
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used to determine person's fitness for a job
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guided interview
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a firm uses the same guide sheet containing a series of questions
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nondirected interview
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interviewer asks a few questions to get the applicant talking on certain subjects
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situation-based questions
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define behaviors in certain situations
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behavior based questions
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past behaviors that relate to sales aptitued
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performance based questions
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observe candidates performance on a selling related exercise
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stress interview
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interviewer intentionally places stress on applicant
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psychological testing
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includes everything from intelligence to personality tests
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assimilation
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recruit accepts position
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mentor
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someone with knowledge, experience, rank, or power who provides personal counseling and career guidance
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the three stages in the management process
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planning
implementation evaluation |
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a sales force that calls on prospective customers, usually at the customers home or place of business
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outside sales force
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the four parts of the marketing mix
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-product
-price -distribution -promotion |
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parts of the promotional/communications mix
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advertising
sales promotion personal selling efforts public relations |
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components that add to the product itself, such as information and service
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value-added components
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the process by which a firm builds long term relationships with customers for the purpose of creating mutual competitive advantages
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relationship marketing/selling
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when salespeople focus on the immediate one time sale of the product
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transaction selling
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uses relationship selling techniques to demonstrate how his companies products will contribute to the customers well being or profit
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consultative seller
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focus on a smaller number of big, important customers
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key account seller
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focuses on prospecting for customers and generating new accounts
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new business seller
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salespeople who support the actual selling done by the reps in other categories
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sales support
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product specialists who work with the customer to assist them with tech problems
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sales engineers
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sales people who do not solicit orders but rather work for the manufacturer and call on customers to spread product info
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missionary sellers
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maintenance salespeople that facilitate sales to customers or to business accounts that have already been established
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delivery seller
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when sales people feel caught in the middle between the conflicting demands of the people they must satisfy
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role conflict
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situations where salespeople are uncertain about what to do
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role ambiguity
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role conflict, role ambiguity, and expectations that sales people will contribute increasing revenues to their companies leads to
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role stress
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consists of the aspects of the natural world, including climate and weather conditions, also resources like oil and water
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physical environment
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the measurements of basic characteristics of the human population such as age, sex, race, income, etc
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demography
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simply refer to the overall health of the economy
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economic conditions
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laws, ordinances, regulations, etc, that can impact a sales organization
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political-legal-factors
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inventions, innovations, and advances in scientific knowledge
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technology
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involves the marketing activities of rival firms, in most cases this force has the greatest impact on the sales organization
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competition
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management has 2 sets of controllable forces
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-the companies resources in non marketing areas
-the components of the marketing mix |
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identifying the needs and wants of the target market and satisfying those needs better than the competition can
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the marketing concept
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the process of planning, implementing, and coordinating all marketing activities and integrating them into the overall operations of the firm
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marketing management
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earliest salesperson, sold small goods from a cart or a wagon
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peddlers
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paid straight commission, sold small goods, however worked for a single manufacturer
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canvasser
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like canvassers, but mostly females
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book agents
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salesmen working for a wholesale company to sell goods to owners of general stores, mix of salary and commission
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drummers
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the process by which a company strives to improve customer satisfaction through the contunuous improvement of all of its operations
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total quality management. (tqm)
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the three parts of strategic planning
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objectives
strategies tactics |
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the goals around which a strategic plan is formulated
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objectives
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plans of action to achieve the objectives
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strategies
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the activities that people must perform in order to carry out the strategy
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tactics
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what does strategic planning start with?
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the organizations fundamental mission
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what are the benefits of using multiple sales channels?
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-maintain existing customer bases
-cut costs -expand market coverage |
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what kind of customer requires transactional selling?
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customers who are not interested in, or who are unable to afford the value added services offered by the selling firm
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what kind of customers require consultative selling?
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customers who are interested in the value added service
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the method or system by which salespeople learn the names of people who need the product and who can afford it
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prospecting
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a full listing of the names and contact info for all prospects, categorized by how likely they are to purchase the product
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sales pipeline
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the info gained during the sales cal may cause the salesperson to alter their initial objectives or plans
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adaptive selling
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making an appointment with the buyer after learning their name and other info
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approach
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the stage in which the salesperson must discover, clarify, and understand the buyers needs
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need assessment
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factual questions that ask for factual information about the buyers current situations
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situational questions
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questions used to uncover potential problems, difficulties, or dissatisfaction the customer is experiencing that the salespersons products can solve
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problem discovery questions
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the are questions about the impact that the buyers problem will have on various aspects of the companys operations
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problem impact questions
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questions that ask about the value or the importance of a solution to a problem uncovered earlier in the conversation
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solution value agreements
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questions which are also called trial closes, ask for confirmation from buyers that they are interested in hearing how your products can help them
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confirmatory questions
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a discussion of those product and or service features, advantages, and benefits that the customer has indicated are important
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presentation
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describe the characteristics of the product or service
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features
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describe how the feature changes the performance of the product or service
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advantages
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describe how the advantage will help the buyer
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benefits
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when a salesperson asks the buyer to take action that moves the sale forward
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gaining commitment "close"
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