MKT-3010 Lecture Notes - Lecture 19: Sales Management, Telemarketing
Document Summary
Influence purchase decision: over the internet, telephone, face-to-face, video teleconferencing (cid:1) (cid:1) (cid:1) (cid:1) (cid:1) (cid:1) Salespeople: educate and provide advice, save time and simplify buying, build relationships. Step 1: generate and qualify leads: leads: potential customers, sources of leads: Telemarketing: qualify to make sure that they are good leads. Step 3: sales presentation and overcoming reservations. Step 2: preapproach: prior to meeting customer, extends qualification, set goals, presentation, handling reservations. Step 4: closing the sale: order, stress, no->yes. Step 5: follow- up: five service quality dimensions. Company sales force: a group of sales people who are hired full time by the firm, who get benefits from the firm. Manufacturer"s representative: third parties hired by the firm. Sales force structure: sales person duties: What the manufacturing needs to be done. Recruiting and selecting sales people: traits: Sales training: selling and negotiation techniques, products and service knowledge, technology, time and territory management, company policies and procedures.