Sales Management: Products and Services. Dr Jae K Shim

Limited supply

       Special offer or concession

       Alteration of product

       Trial offer

       Bringing in help for the close

       Changing the course of the interview

       The direct appeal

       Special techniques for closing

       Prevention of objection

       Narrowing the choice

       Emphasizing key features

       Handling a third party

       Getting the signature or approval

       What to do if the prospect doesn’t buy

       Chapter 12: Customer Relations

       How to develop good relations with customers

       Serve rather than sell

       Postsale instructions and helpful suggestions

       Reassure the customer

       Look for unrelated ways to help the customer

       Express appreciation

       Remember and recognize customers

       Develop a professional reputation

       Handle complaints properly

       Entertaining

       Holding accounts

       Chapter 13: Ethics in Selling

       The salesperson’s responsibility to the consumer

       The salesperson’s responsibility to her company

       The salesperson’s responsibility to her competitors

       The salesperson’s responsibility to her fellow salespeople

       The salesperson’s responsibility to the government and society

       The salesperson owes something to herself and her family

       SMEI’s International Code of Ethics for Sales and Marketing

       Chapter 14: Personal Planning and Control

       Establishing work goals

       Controlling selling time and energy

       Daily plans

       Controlling expenses

       Record keeping

       Use of off-the-the job time

       Subjective evaluation

       Maintain good health

       Chapter 15: Retail Selling

       Basic processes and purposes

       Approaching the retail customer

       Methods for increasing retail sales

       Know your merchandise

       The store

       Substitution selling

       Express appreciation and give the customer something

       Handling different types of customers

       Just-looking type

       Hurried type

       Uncertain type

       Confused type

       Know-it-all type

       Talkative type

       Quiet type

       Easily distracted type

       Think-it-over type

       Argumentative type

       Handling more than one customer

       Handling complaints

       Handling returns

       Chapter 16: Industrial Selling

       Classification of industrial products

       Characteristics of industrial selling

       The industrial salesperson’s requirements and qualifications

       Industrial buying practices

       Industrial sales presentations

       Chapter 17: Sales Management

       Differences between sales management and other types of human resource management (HRM)

       Major responsibilities of the sales manager

       Should the sales manager also sell?

       Sales forecasting

       Management consensus

       Sales force summary

       User estimates

       Using past and current sales as basis for prediction

       Taking account of changing economic and