| Content |
Detail |
| The Nature & Role of Personal Selling | • Role of personal selling
• Importance of personal selling
• Attributes of a salesperson
• Functions of a salesperson
• Selling positions
• Image building |
| Consumer and Organisational Buying Behaviour | • The differences between consumer & organisational buying behaviour
• Structure of the buying centre (DMU)
• The consumer decision making process
• Factors affecting consumer buyer behaviour
• The organisational decision making process
• Factors affecting the organisational decision making process |
| The Personal Selling Process | • Prospecting
• Qualifying
• Appointments
• The communications models
• Presenting
• Demonstrating
• Handling objections
• Closing the sale
• Follow-up |
| Sales Negotiation | • Setting parameters
• Principles of negotiation
• Understanding relative power, maximum, minimum & optimum requirements
• Win-lose V's win-win |
| Sales Activity Planning | • Self management - handling rejection, self motivation, managing expenses
• Time management
• Routing & territory management
• Establishing sales objectives
• Measuring success
• Managing sales information systems
• Handling complaints |
| Sales Management | • Organising/structuring the sales team
• Recruiting the sales team
• Selecting the sales team
• Training the sales team
• Remunerating the sales team
• Motivating the sales team
• Evaluating performance of the sales team
• Designing & allocating the sales territory
• Setting quotas
|
| Major Account Management | • Pareto principle
• Lifetime management of the customer
• Customer relationship management |
| The Legal & Ethical Environment | • The law
• Guarantees & warrantees
• Litigation & arbitration
• Ethics |
| Written Sales Communications | • Written sales proposals
• Sales letters
• Sales bulletins
• Sales manuals |
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