Wireless Technology and E-Commerce Impact

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Questions and Answers

What is primarily affected by the movement towards wireless technology in sales?

Field sales operations (correct)

Customer relationship management models

Product manufacturing timelines

Corporate hiring processes

Which of the following best defines e-commerce?

Only online retail sales conducted via personal websites

The management of customer relationships through face-to-face interactions

Sales or trading activities carried out over an electronic network (correct)

Any selling activity conducted via traditional methods

In the context of sales pipeline management, what is critical for generating maximum sales?

These processes must be informal and flexible

Capable automation of the closing process

Clear and formal processes for capturing and analyzing leads (correct)

Having an unstructured list of leads

What does Salesforce Automation (SFA) software primarily help to monitor?

Salesforce activities and productivity Signup and view all the answers

Which aspect is NOT included in the measures of sales effectiveness?

Personal sales strategies Signup and view all the answers

What functionality does mobile office technology provide to sales personnel?

Access to HR systems and email Signup and view all the answers

Which statement about customer relationship management (CRM) is true?

CRM includes technologies and methodologies for managing customer relationships Signup and view all the answers

What technology has significantly automated sales management processes?

Salesforce.com Signup and view all the answers

How do mobility devices enhance field sales operations?

Mobility devices provide access to inventory, pricing systems, customer account information, and allow for real-time ordering in field sales. Signup and view all the answers

What role does e-commerce play in customer relationship management?

E-commerce facilitates sales activities over electronic networks, which helps firms manage customer relationships through various technologies and methodologies. Signup and view all the answers

Why is sales pipeline management important for generating maximum sales?

Effective sales pipeline management allows for the organized capture and analysis of leads, ensuring timely qualification and closure of sales. Signup and view all the answers

What are some key functionalities provided by fleet management technology?

Fleet management technology includes dispatch applications, call scheduling systems, location-tracking applications, and routing and mapping systems. Signup and view all the answers

In what ways can Salesforce Automation (SFA) software support sales personnel?

SFA software monitors sales activities and productivity, tracking metrics such as calls made, proposals submitted, and sales pipeline coverage. Signup and view all the answers

How do mobile office technologies assist sales teams?

Mobile office technologies provide email functionality, personal information management, and access to corporate intranets and HR systems. Signup and view all the answers

What factors should be measured to assess sales effectiveness?

Sales effectiveness can be measured by accounting-based metrics, sales activity measures, and customer relationship quality measures. Signup and view all the answers

What benefits do field service technologies provide to sales personnel?

Field service technologies offer capabilities like scheduling work orders and accessing customer records and financial service applications on-site. Signup and view all the answers

Study Notes

Wireless and Mobility Revolution

Movement towards wireless technology is changing the sales force.
Mobile devices are used in field sales, mobile office, fleet management and field service.
Mobile devices are also used in field sales to provide inventory and pricing systems, access to customer accounts information and real-time ordering.
Mobile offices use mobile devices for email, personal information management (PIM), access to corporate intranets and HR systems.
Fleet management applications include dispatch application, call scheduling systems, location-tracking applications and routing and mapping systems.
Field service applications include scheduling of work orders, access to customer records and information while on-site, financial service applications such as insurance claims, etc..

Electronic Commerce and Customer Relationship Management

E-Commerce refers to any sales or trading activity that is carried out over an electronic network.
Customer relationship management (CRM) is a term for methodologies, technologies and e-commerce capabilities used by firms to manage customer relationships.

Using Technology to Improve Sales Management

Good sales pipeline management consists of having a clear and formal process for capturing and analyzing leads, allocating them to salespeople, managing the qualification process, and carefully managing the process of closing those sales.
Sales Pipeline management is becoming automated, e.g. Salesforce.com.
Salesforce Automation (SFA) software helps to monitor salesforce activities and productivity.
It is important to measure sales effectiveness.
Accounting-based measures can be used to measure sales effectiveness, including overall revenues, profit margin etc…
Sales activity measures can be used to measure sales effectiveness, including calls per period, proposal submitted, sales pipelines coverage.
Customer relationship quality (CRQ) measures can be used to measure sales effectiveness, including repeated orders, etc..

Wireless Technology in Sales

Wireless technology is changing the salesforce by offering mobile solutions
Mobile devices are used in various areas within sales:
- Field sales: Inventory and pricing systems, customer account access, real-time ordering
- Mobile office: Email, personal information management (PIM), access to corporate intranets and HR systems
- Fleet management: Dispatch applications, call scheduling systems, location tracking, routing and mapping systems
- Field service: Scheduling work orders, accessing customer records and information, financial service applications (insurance claims)

Electronic Commerce and Customer Relationship Management

E-commerce refers to sales and trading activities conducted online
Customer relationship management (CRM) uses methodologies, technologies, and e-commerce capabilities to manage customer relationships

Using Technology to Improve Sales Management

Managing sales pipeline:
- A formalized process is used to capture, analyze, allocate leads, manage qualification, and close sales
- Automation tools like Salesforce.com enhance this process
Measuring sales effectiveness:
- Salesforce Automation (SFA) software monitors salesforce activities and productivity.
- Key metrics include:
  - Accounting-based measures: Overall revenues, profit margin
  - Sales activity measures: Calls per period, proposals submitted, sales pipeline coverage
  - Customer relationship quality (CRQ) measures: Repeated orders

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Description

Explore the significant transformation brought about by wireless technology in sales and field service. This quiz covers the role of mobile devices in e-commerce, customer relationship management, and their applications in various industries such as fleet management and field operations.