BBA Marketing Semester 04 - Personal Selling
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Questions and Answers

What is a primary distinction between Personal Selling and Salesmanship?

  • Personal Selling is independent of customer satisfaction.
  • Personal Selling emphasizes relationship building with customers. (correct)
  • Salesmanship focuses solely on closing sales transactions.
  • Salesmanship includes managing a sales force.

Which quality is primarily associated with a successful salesperson?

  • Skill in creating automated sales processes.
  • Ability to manipulate data for sales forecasting.
  • Proficiency in utilizing advanced technology tools.
  • Capacity to foster trust and rapport with clients. (correct)

How does Personal Selling contribute to Customer Relationship Management (CRM)?

  • By providing automated responses to customer inquiries.
  • By segregating customers based on their spending patterns.
  • By increasing the number of sales transactions only.
  • By nurturing long-term customer loyalty and satisfaction. (correct)

Which option best describes the role of Sales Force Management?

<p>It is responsible for strategizing to boost sales outcomes. (A)</p> Signup and view all the answers

Which type of salesperson is mainly focused on developing new customer relationships?

<p>Hunter who seeks new clients. (C)</p> Signup and view all the answers

What is the primary focus of Personal Selling?

<p>Offering solutions to meet customer needs (D)</p> Signup and view all the answers

Which skill is least emphasized in the concept of Salesmanship?

<p>Technical expertise (A)</p> Signup and view all the answers

How does Personal Selling extend beyond the initial sale?

<p>Through continuous customer support and follow-up (B)</p> Signup and view all the answers

What primarily influences a customer's purchasing decision in Personal Selling?

<p>The salesperson's persuasive techniques (C)</p> Signup and view all the answers

Which characteristic is NOT essential for a successful sales professional?

<p>Ability to memorize product catalogs (D)</p> Signup and view all the answers

What is a significant outcome of employing Personal Selling techniques?

<p>Increased long-term customer loyalty (B)</p> Signup and view all the answers

In the context of Salesmanship, what does effective communication primarily involve?

<p>Persuasively conveying information clearly and effectively (B)</p> Signup and view all the answers

What characteristic distinguishes B2B selling from B2C selling?

<p>B2B selling often involves multiple decision-makers. (C)</p> Signup and view all the answers

In which selling method is direct interaction with consumers emphasized?

<p>Field Selling (C)</p> Signup and view all the answers

What is a key aspect of Direct Selling?

<p>Sales are conducted through personal relationships and demonstrations. (D)</p> Signup and view all the answers

How is Inside Sales primarily conducted?

<p>Remotely via phone or online platforms. (B)</p> Signup and view all the answers

Which type of selling is characterized by a focus on individual transactions?

<p>Transactional Selling (A)</p> Signup and view all the answers

What differentiates Retail Selling from Direct Selling?

<p>Retail Selling occurs in a traditional store setting. (B)</p> Signup and view all the answers

Which selling type is likely to involve more complex negotiations?

<p>B2B Selling (C)</p> Signup and view all the answers

What sets Consultative Selling apart from Transactional Selling?

<p>Consultative Selling prioritizes understanding customer needs. (D)</p> Signup and view all the answers

What is a common feature of Inside Sales compared to Field Sales?

<p>Inside Sales usually occurs remotely. (B)</p> Signup and view all the answers

Which skill is essential for building trust and rapport with customers?

<p>Active Listening (D)</p> Signup and view all the answers

What is the primary purpose of persuasion techniques in sales?

<p>To influence customer buying decisions (B)</p> Signup and view all the answers

How do successful salespeople stay competitive in the market?

<p>Through continuous learning and adaptation (B)</p> Signup and view all the answers

What is a critical outcome of effective objection handling?

<p>Enhanced confidence in purchase decisions (B)</p> Signup and view all the answers

Which approach is important when employing closing techniques?

<p>Facilitating the customer's decision-making process (C)</p> Signup and view all the answers

What aspect of salesmanship emphasizes understanding customer motivations?

<p>Persuasion techniques (C)</p> Signup and view all the answers

Why is product knowledge considered foundational for salespeople?

<p>It helps them provide accurate information and address questions. (B)</p> Signup and view all the answers

What role does empathy play in salesmanship?

<p>It helps foster long-term customer relationships. (C)</p> Signup and view all the answers

What is a common misconception about closing techniques?

<p>They should always involve high-pressure methods. (A)</p> Signup and view all the answers

Flashcards

Personal Selling

Building customer relationships and persuading them to buy.

Salesmanship

The skill of selling, including persuasion and negotiation.

Sales Force Management

Organizing and directing sales teams.

Good salesperson qualities

Traits essential for success in sales (e.g., communication, empathy, and trust).

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Personal Selling in CRM

Using personal selling to foster customer loyalty and satisfaction, part of CRM.

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Personal Selling

A sales approach focusing on understanding customer needs and providing tailored solutions.

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Solution-Oriented Approach

Presenting features, benefits, and value propositions to address customer needs.

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Persuasion and Influence

Using communication skills and product knowledge to convince customers.

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Follow-up and Customer Service

Maintaining contact with customers after the sale, offering support, and ensuring satisfaction.

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Salesmanship

The skills & strategies used to communicate, persuade, and influence customers.

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Effective Communication

Clear and persuasive communication of product/service info.

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Customer Needs

Identifying and addressing customer requirements.

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Product Knowledge

Deep understanding of the product/service, its features, benefits, unique selling points, competitive advantages, and applications.

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Persuasion Techniques

Methods used to influence customer decisions, understanding customer motivations, using convincing language, showcasing value, and effectively handling objections.

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Relationship Building

Creating trust and rapport with clients through understanding their needs, showing empathy, offering solutions, and building positive experiences.

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Objection Handling

Addressing customer concerns and doubts; responding actively, empathetically and providing solutions to build confidence.

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Closing Techniques

Methods to finalize a sale; they include persuasion, urgency creation, incentives, and facilitating the decision-making process.

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Articulating Value

Explaining the features, benefits, and worth of products/services to potential customers.

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Active Listening

Paying close attention to what customers say and feel, considering their concerns.

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Continuous Learning

Staying updated on industry trends, customer preferences, and market changes, to adapt sales strategies.

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Salesmanship

The art and skill of selling. It involves understanding customer needs and effectively persuading them to purchase the product. It's a multifaceted skill encompassing proactive knowledge, interaction, and trust.

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B2B Selling

Selling products/services from one business to another, often with longer sales cycles and multiple decision-makers.

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B2C Selling

Selling products/services directly to individual consumers, often with shorter sales cycles and simpler decision-making.

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Direct Selling

Selling products/services directly to consumers outside of stores (e.g., door-to-door).

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Retail Selling

Selling products/services in a physical store to customers who come in.

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Inside Sales

Selling remotely via phone, email, or online platforms.

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Field Sales

Selling face-to-face with customers at their location.

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Transactional Selling

Selling focused on completing a quick sale of low-value or low-involvement purchases.

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Consultative Selling

Selling focused on understanding customer needs and offering solutions.

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Personal Selling Differences

Various methods of selling differ by the environment (B2B/B2C), customer type (business/consumer), and sales style/approach (Direct/Retail/Inside/Field).

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Study Notes

Advertising and Sales Promotion

  • Unit 06: Introduction to Personal Selling and Salesmanship
  • Semester 04, Bachelor of Business Administration - Marketing
  • This unit introduces Personal Selling and Salesmanship, emphasizing building relationships and persuading customers to buy.
  • It explores the differences among Personal Selling, Salesmanship and Sales Force Management, highlighting their roles in the sales process.
  • It also discusses the qualities of a good salesperson, different types, and the significant role of Personal Selling in Customer Relationship Management (CRM).

Learning Objectives

  • Understanding the concept of Personal Selling and Salesmanship.
  • Recognizing their significance in building customer relationships and driving sales.
  • Distinguishing the differences among Personal Selling, Salesmanship, and Sales Force Management.
  • Exploring the qualities of a good salesperson.
  • Identifying various types of salespersons.
  • Understanding the role of Personal Selling in CRM.

Learning Outcomes

  • Understanding concepts of personal selling, roles, and opportunities for salespersons.

Pre-unit Preparatory Material

  • Several links to websites provide background information on personal selling and sales management.

Table of Topics

  • Introduction to Personal Selling and Salesmanship
  • Concept of Personal Selling and Salesmanship
  • Differences among Personal Selling
  • Salesmanship and Sales Force Management
  • Qualities of a good salesperson
  • Types of salespersons
  • Role of Personal Selling in CRM
  • Conclusion

Introduction to Personal Selling and Salesmanship

  • Personal Selling and Salesmanship are essential components of the marketing and sales process.
  • They involve engaging with potential customers, understanding their needs, and persuading them to buy.
  • Personal Selling focuses on building relationships and providing personalized solutions.
  • Salesmanship encompasses skills and techniques to effectively communicate and influence buying decisions.

Concept of Personal Selling and Salesmanship

  • Personal Selling involves direct interaction between a salesperson and a prospect.
  • It goes beyond product presentation; it's about establishing a connection, understanding customer needs, and offering tailored solutions.
  • The salesperson acts as a consultant.
  • Salesmanship encompasses communication and persuasion skills, used by sales professionals to persuade potential buyers.

Differences Among Personal Selling

  • Different types of selling exist.
  • B2B and B2C selling differ in cycle length and complexity of negotiations.
  • Direct selling involves face-to-face interactions, while retail selling is in traditional stores.
  • Inside sales is conducted remotely, while field sales involves in-person interactions.
  • Transactional selling focuses on completing a single transaction compared to the ongoing relationship building of consultative selling.
  • Relationship selling focuses on long-term customer relationships, while hard selling prioritizes immediate sales outcomes.

Qualities of a good salesperson

  • Excellent communication skills
  • Ability to empathize and build rapport
  • Product and industry knowledge
  • Persuasion and influence skills
  • Self-motivation and drive
  • Relationship building skills
  • Problem-solving and adaptability
  • Time management and organization

Types of Salespersons

  • Inside Sales Representatives,
  • Field Sales Representatives,
  • Key Account Managers
  • Sales Development Representatives (SDRs)
  • Technical Salespersons
  • Account Executives
  • Retail Salespersons

Role of Personal Selling in CRM

  • Personal Selling is vital in nurturing and maintaining customer relationships.
  • Building personalized relationships, collecting customer data, and customizing sales strategies are crucial aspects of implementing CRM strategies.
  • CRM systems can enhance sales efforts and foster customer loyalty.

Self-Assessment Questions

  • Several essay-type questions regarding the importance of personal selling in managing customer relationships, and techniques.

Post Unit Reading Material

  • Several links to websites for further research.

Topics for Discussion Forum

  • Questions to help students reflect on the key qualities of successful salespeople, the role of CRM in enhancing sales efforts, and examples of personalized selling techniques.

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Related Documents

BBA Marketing Advertising & Sales Promotion PDF

Description

This quiz covers Unit 06 of the Bachelor of Business Administration focusing on Personal Selling and Salesmanship. It emphasizes relationship building, types of salespersons, and the role of these concepts in Customer Relationship Management (CRM). Test your knowledge of the key differences and qualities that define effective personal selling.

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