SALES SUPPORT

SALES MANAGEMENT: AN OVERVIEW

STRUCTURE

1.0 Objective

1.1 Introduction

1.2 Definition

1.3 Benefits of selling activities

1.4 Elements of sales management

1.5 Objectives of sales management

1.6 SMBO approach

1.6.1 Process of SMBO

1.6.2 Importance of SMBO

1.7 Organisation of selling unit

1.7.1 Need and Importance

1.7.2 Functions of Sale Organisation
1.7.3 Structure of Sales Organisation

1.7.4 Steps to establish a sales structure

1.8 Summary

1.9 Keywords

1.10 Self assessment questions

1.11 References/suggested readings

1.0 OBJECTIVE

After going through this lesson, you will be able to-

• Discuss the sales, sales management and related concepts.

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 • Explain the structure and objectives of a sales organisation.

1.1 INTRODUCTION

In daily life, a layman deals with different transaction in terms of

selling and purchasing of goods and services. In these transactions the

second one persuades the first person. Therefore, selling may be defined

as persuading people to satisfy the want of first one. The person, who does

this act, is called as the salesman, the result of this action as sales, while

these activities of the person, are supervised and controlled by sales-

management. In the present scenario sales executives are professionals.

They plan, build and maintain effective organisations and design and

utilize efficient control procedures. The professionals approach requires

thorough analysis, market-efficient qualitative and quantitative personal-

selling strategy. It calls for skilful application of organisational principles

to the conduct of sales operations. In addition, the professional approach

demands the ability to install, operate, and use control procedures

appropriate to the firm’s situation and its objectives. Executives capable of

applying the professional approach to sales management are in high

demand today. The quality of selling is referred to as salesmanship. In

other words, ‘management’ is synonymous with leadership. Managers do

the same thing in industry, as ministers do in states and at the centre, i.e.,

they have to plan, forecast, direct and control their personnel. Here

success lies in running together, hand in hand. Managers are the captains

of the army of their followers.

1.2 DEFINITION

Originally, the term ‘sales management’ referred to the direction of

sales force personnel. But, it has gained a significant position in the today’s

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world. Now, the sales management meant management of all marketing

activities, including advertising, sales promotion, marketing research,

physical distribution, pricing, and product merchandising. The American

marketers association (AMA’s) definition, takes into

consideration a number of these viewpoints. Its definitions runs like: the

planning, direction, and control of the personnel, selling activities of a

business unit including recruiting, selecting, training, assigning, rating,

supervising, paying, motivating, as all these tasks apply to the personnel

sales-force.

Further, it may be quoted: it is a socio-scientific process, involving’

group-effort’ in the pursuit of common goals or objectives, which are

predetermined. Co-ordination is its key, though, no doubt, it is a system

of authority, but the emphasis is on harmony and not conflict.

Sales-management differs from other fields of management, mainly

in different aspects: the selling operation of a business firm does not exist

in isolation. Thus, simultaneous with the changes taking place in the

business, as well as marketing-orientation, anew concept of sales

management has evolved. The business, is now society-oriented, on

human-welfare aspects. So, sales-management has to work in a broader

and newer environment, in co-existence with the traditional lines. The

present emphasis is now on total development of human resources.

1.3 BENEFITS OF SELLING ACTIVITIES

There are different benefits of selling activities, which are as follows:

(1) Benefits to the society: economic growth and maximum

employment are the basics for national development. The

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 achievement of both these goals means jobs and incomes for a

nation’s labour-force. The number of people, who need jobs,

continues to expand, and also some jobs are being eliminated,

because of the introduction of computers and abolition of

obsolete technology. If jobs are to be made available for all

those, who want and expect them, the economy must

continuously expand its production of goods and services,

which can only be done by adopting sound government-

policies and efficient use of people. Equally important here is

the fact, that an economy needs individuals, to sell what is

produced. Through their persistent efforts to create and

stimulate demand, salespeople could be said to be the life and

blood of a productive economic-system. The large number of

workers, in factories, and offices, would not be needed, if

someone were not selling their products.

(2) Benefits to consumers: professional people may not know

every fact of a product, but they, at least know its major uses,

limitations and benefits; so they can easily serve their

customers, quite effectively. For exan1ple, an insurance agent

can analyse the hazards and risks that confront a client’s

business or home-situation, examine existing coverage and

offer helpful advice, in order to eliminate the gaps or overlaps

in coverage, in addition to saving the client’s money. The sales-

engineers are qualified to analyse technical-problems, which

may be confronting a particular organisation and they can give

the right recommendations for developing efficient operations.

Like-wise, the medicalrepresentatives may help the busy

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 doctor, by keeping him abreast of new drugs in the market.

The list of sales-people who can offer assistance to customers

is practically without end.

(3) Benefits to business firms; their sales-persons and

customers: salespersons are owned by their companies, while

customers are the end-users of the company’s

product(s) and/or services, all these people, in the chain of

marketing, stand to benefit by sales-activities. A business firm

can be profitable only if its revenues exceed its costs. The

prime responsibility of the salespersons is to sell the goods,

produced by the organisation, at a profit. The creative sales-

person, tries to penetrate his territory, and adopts suitable

means and techniques of profitable-selling of goods and/or

services. Business firms, derive various other benefits from,

non-selling activities of sales-persons. The salesperson, in the

field, is an ideal person, to keep the company abreast, or

ahead of competition. He, thus, becomes an important source

of field-intelligence by providing important

(and sometimes very crucial) information, about the nature of

competitive-activities, and also about the changing needs of customers.
The sales-force has the additional responsibility of serving the needs of

customers that buy the film’s product(s). Most firms cannot survive, only
on the basis of one-time sales; repeat-sales are necessary. This is
possible only if the customers are served in a professional manner. A
customer-oriented sales-person has to perform such
activities as: providing customers with ‘product-information’

and ‘demonstration(s); training customers-employees, in

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 product-use; providing customers with sales-advice; and

assisting customers in maintaining ‘inventories’.

1.4 ELEMENTS OF SALES MANAGEMENT

There are the four basic elements of sales management, discussed

below:

(1) Planning: a business cannot be taken as a chance. Every

salespeople or person concerned have to see for the future, in

a planned way like what must be done? And who will do it?

The plan must be based on extensive market research, and the

facts must be verified at every stage. The plan should also be

evaluated, after investigating the total-market, for a particular

type of product. Flexibility must be provided by establishing a

specialists production line, to allow for variation in production.

The plan should also be subject to continued review. The

details of the plan should be discussed, with all the

departmental heads, concerned, and

their sub-ordinates, who bear responsibility for fulfilling their

parts of the plan.

(2) Co-ordination: Co-ordination is all pervasive and permeates

every function of the management-process. For example, ill

planning, departmental-plans are integrated into a master.

Plan, ensuring adequate co-ordination. Similarly, organising

starts by co-ordination wholly, partially inter-departmental

and inter-personnel matters. Co-ordination also helps in

maximum utilisation of human-effort by the exercise of

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 effective leadership, guidance, motivation, supervision,

communication etc. The control-system also needs

coordination. Co-ordination does not have any special

techniques. Nevertheless, there are sound principles, on which

to develop skills. It has a special need to help the staff, to see

the total picture and co-ordinate their activities, with the rest

of the team. The sales manager has to encourage direct

personal-contact, within the organisation, particularly where

there is lateral-leadership. Harmony, and not discord, should

be the guiding mantra. In addition, one has to ensure free flow

of information that is selective to the objectives of the

business. No personal problems, arising from

businessoperations are to be ignored, but solved through a

freeexchange of ideas. This is especially true in the case of the

sales-force of any organisation.

(3) Controlling: the sales manager has to check regularly, that

the sales activities are moving in the right direction or not.

He guides, leads, and motivates the subordinates, so as to achieve the

goals planned for the business. He has to take steps to ensure that the
activities of the people conform to the plans and objectives of the
organisation. The controlling system should be such that one can study

the past, note the pitfalls and take corrective measures, so that similar
problems may not occur in the future. The controller has to ensure that
the set targets, budgets and schedules are attained or followed in letter
and spirit. There must be procedures to bring to light the failure to attain
a target. The control-system has to (i) prepare sales and market
forecasts; (ii) determine the level of sales-budget; (iii) determine the sales-

quotas for each salesman; (iv) determine, review and select distribution-
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 channels; (v) organise an efficient sales force; (vi) establish a system of
sales-reporting; (vii) establish a system of statistical sales-credit; (viii)

establish stockcontrol system(s); (ix) review of performance of the sales-

force; and (x) establish periodical testing programmes. In a big
organisation, each salesman is assigned a territory (not so big that it
cannot be adequately covered). Each salesman has a target, set for
specific ‘period. From the weekly and monthly sales-reports, the control
system is established, that will prepare records whether a particular
salesman is

working efficiently or not.

(4) Motivating: Motivation is essentially a human resource

concept. It aims to weld together distinctive personalities into

an efficient team. For this, knowledge of human psychology is

needed, as a means of understanding behaviour patterns.

This is especially important in the case of the sales-force.

Only motivated sales-persons can achieve company’s goals.

1.5 OBJECTIVES OF SALES MANAGEMENT

Every business firm has certain objectives to achieve. These

objectives may be very explicit and definitive, or they may be implicit or

general. Although, firms have different mixes of objectives, and they do

place differing emphasis, on individual ones, the typical objectives include

(i) profitability, (ii) sales-volume, (iii) market share, (iv) growth, and (v)

corporate-image. While all these objectives are important to a business

firm, the objectives, relating to sales-volume, market share and

profitability, are greatly affected by the effectiveness and efficiency, with

which the sales-function is managed.

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 Business firms, have, in fact, found that it is the most effective

management objective of the firm; that must emanate out of its overall

business or corporate objectives. The sales-management objectives of a

business firm, generally relate to the areas of (i) achieving sufficient sales-

volume, (ii) providing sufficient profit, and (iii) experiencing continuing

growth.

Generally, objectives of sales-management have to cover various

sales-functions, in an integrated manner. These objectives are to be

expressed, as far as possible, in measurable and quantitative terms, and

should also be realistic and achievable. Since, there are more than one

objective, these should be put, on a hierarchical manner (mostimportant,

down to the least important). To ensure their flawless realisation, they

must be congruent, i.e., they must fit together, and not be in conflict with

each other. For example, suppose you ask a salesman to cut his travelling

expenses, and ask him to spend more time, in the field. To make these two

requirements, more meaningful, they must be linked with specific time-

element.

The setting of objectives should not be based only on the judgment

of the top-management. Rather, it should be formulated and finalised, with

the involvement of the sales-force, at the grass-roots level. In addition, the

process of setting of sales-objectives should begin, only after the company

has conducted benchmark studies, to find out, as to where it stands in

terms of product, brand and market-sales and market share trends (all in

measurable terms).

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1.6 SMBO APPROACH

It is another approach to formulate and accomplish sales-objectives

is the sales management by objectives (SMBO) technique. It is formulated

combined by sales manager and sales-force (representatives). It aims to

focus on (i) results, within a specified set of objectives and (ii) participative

style of management.

1.6.1 Process of SMBO

The operationalisation of SMBO is a process, comprising of the

following steps:

(i) Setting goals jointly with the salesman: In this process the

goals for sales-man and sales managers are settled

simultaneously in the organisation so that they can built a

close coordination between them and lastly they achieve the

main objective of the organisation.

(ii) Planning strategy to reach the objectives: His the participative

style of sales. Management proves to be a boon to the top-

management, in the sense of the close familiarity of the salesman,

with their markets. The outcome of the joint exercise would be

the development of a strategy that directs the salesman to his

objectives, following a plan, in the correct sequence, with the

correct timing, and must be efficient, in the use of resources of

time and money.

1.6.2 Importance of SMBO

The importance of SMBO for a business firm is as follows:

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 (a) Directing the salesman towards the broader sales and

marketing objectives of the Company;

(b) Providing abetter approach, from the view-point of the

salesman; and

(c) Motivating the salesman.

1.7 ORGANISATION OF SELLING UNIT

The main objective of any business firm is to sell effectively its goods

and services to the consumer at reasonable prices. So long as the business

undertaking operates on a small-scale; the proprietor can handle himself,

or with the help of a few salesmen, under his directcontrol and supervision.

But, as the business grows and expands, the size of the target market, to

be covered to sell large quantities of goods and services becomes too large

to be controlled by the owner of the business firm, personally. Therefore,

these activities arises the need of a sales-organisation.

Generally, an organisation is a structured-process in which

individuals interact with each other for achieving stated-objectives. It is a

social and dynamic system. It emphasises human-values. It is the job of

management, to integrate and co-ordinate all its constituents.

1.7.1 Need and Importance

The sales organisation is required for the following purposes:

(i) To enable the top-management, to devote to more time in

policy making for the growth and expansion of business.

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 (ii) To divide and fix authority among the sub-ordinates so that

they may shirk work.

(iii) To avoid repetition of duties and functions so that there may

not be any confusion among them.

(iv) To locate responsibility of each and every employee so that

they can complete the whole work in stipulated time; if not

then the particular person must be responsible.

(v) To establish the sales-routine in the business unit.

(vi) To stimulate sales-effort.

(vii) To enforce proper supervision of sales-force.

(viii) To integrate the individual in the organisation.

Business organisations consist of an input, a processing-unit, an

output and a feedback-loop; with its own environment Organisation as an

open-ended social and dynamic system. Feedback-loop, provides control

mechanism. Input is drawn from the environment. It gives output to satisfy

the needs of environment, which the process itself transfers, input to

output through its operators. In this approach, the main emphasis is on

human-values. Workers are not simply cogs in the machinery they are

social beings first. They are the key players of the production-system; and

the management has to recognise this fact, that each person is unique.

This makes an organisation, in the present-day context, quite complex.

1.7.2 Functions of Sale Organisation

A sales organisation performs the following functions:

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(i) Analysis of markets thoroughly, including products and

market research.

(ii) Adoption of sound and defensible sales-policy.

(iii) Accurate market or sales forecasting and planning the

salescampaign, based on relevant data or information

supplied by the marketing research staff.

(iv) Deciding about prices of the goods and services; terms of sales

and pricing policies to be implemented in the potential and

existing markets.

(v) Labelling, Packaging and packing, for the consumer, who

wants a container, which will satisfy his desire for attractive

appearance; keeping qualities, utility, quantity, and correct

price and many other factors in view.

(vi) Branding or naming the product(s) and/or services to

differentiate them from the competitors and to recognise easily

by the customer.

(vii) Deciding the channels of distribution for easy accessibility and

timely delivery of the products and services.

(viii) Selection, training and control of salesmen, and fixing their

remuneration to run the business operations efficiently and

effectively.

(ix) Allocation of territory, and quota setting for effective Selling

and to fix the responsibility to the concern person.

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 (x) Sales-programmes and sales-promotion-activities prepared so

that every sales activity may be completed in a planned

manner

(xi) Arranging for advertising and publicity to inform the customer

about the new products and services and their multiple uses.

(xii) Order-preparation and office-recording to know the

profitability of the business and to evaluate the performance

of the employees.

(xiii) Preparation of customer s record-card to the customer loyalty

about the products.

(xiv) Scrutiny and recording of reports to compare the other

competitors and to compare with the past period.

(xv) Study of statistical-records and reports for comparative

analyses in terms of sales, etc.

(xvi) Maintenance of salesman’s records to know their efficiency

and to develop them.

1.7.3 Structure of Sales Organisation

The structure of sales organisation differs from company to

company. There may be a very small and simple one with only a few

salesmen. At the other extreme, there may be quite complex, with many

sub-organisations, based upon divisions, according to territory, product

and marketing-functions. The structure of the sales-organisation, usually

depends upon the following factors:

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 (i) Nature and size of the firm.

(ii) Methods of distribution, adopted by the firm.

(iii) Selling-policies of the firm.

(iv) Financial conditions of the firm.

(v) Personality of the sales manager.

The other dimension of the sales-organisation-structure, is related

to

(i) What shall be the status of the sales manager?

(ii) What functions shall his department perform?

(iii) What shall be the strength of the department? etc.

These are many issues, which, besides being based on the factors,

listed in the procedure shall depend upon the state of the acceptance of

the modem marketing concept, within the organisation, and the extent to

which, it is found to permeate within it. We have some firms in India, where

the sales manager is the head of total marketing and salesoperations of the

company; others where the head of the sales-operations of the company,

is a functional director of the company’s board of directors, and responsible

for total sales-operations of the company.

Further, to carry out the functions of the sales-organisation

successfully, the sales department is divided into sub-departments. Each

sub-department is put under an officer, who is responsible to the

salesmanager, who is the head or chief executive officer (CEO) of the

company. For example, in the case of a big business firm, these sub-

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departments could be (i) market-research, (ii) advertising, (iii) sales-

promotion, (iv) recruitment and training, (v) credit and collection, (vi) sales-

office for receiving the orders and arranging to dispatch goods to their

destinations.

1.7.4 Steps to establish a sales structure

The following procedure may be adopted to, establish a practical and

viable sales-organisational structure:

(i) Begin with a historical profile of the company’s allegiance,

overall organisation and top-management philosophy of the

firm.

(ii) Analyse the requirements of the company and the

salesdepartment, particularly in terms of its: size, position in

the market, nature of activities, product mix, nature of

customers, state of competition, and sales-people and their

ambitions.

(iii) Appraise the potential of the company, in terms of its impact

on the financial, technical, scientific and human resources,

existing currently.

(iv) Analyse the prevailing working-atmosphere and state of

communications, especially from the view-point of relationship

and human-feelings involved in such

relationships.

(v) List the various administrative-details, connected with the

company.

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 (vi) Prepare a note, relating to the various administrative-details

including aspects like hierarchy, span of control, etc. on the

sales-department, and overall organisation of the department.

(vii) Describe the procedures and Processes to be followed for

executing various tasks.

(viii) Based on the above, prepare a draft-structure of the

salesdepartment, giving job-descriptions of the whole of the

department, and a who’s who of the department.

(ix) Examine the structure, from the point of view of viability and

practicality.

In the light of the complexities and vastness of the above process, for

creating a sales structure, once again, we state that various industries,

though being equally efficient, and of the same category, organise their

sales-departments, in different ways.

1.8 SUMMARY

In total, Selling is the act, sales is the result of this act, while

salesman is the person who does this act. So, salesmanship is the quality

of act of selling. Thus, selling and salesmanship cannot be used

synonymously. Salesmanship serves the dual purpose of discovering and

persuading prospective buyers. By his creative faculties, a salesman has

not only to sell but also establish a winning, regular and permanent

relationship with his customers. A satisfied customer is just the beginning

of this type of relationship, which ensures future repeat orders. Sales-

management is governed by the principle of management. The four

elements viz., (i) planning, (ii) co-ordination, (iii) controlling, and (iv)

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motivation are very relevant, as per requirement of the special nature of

the business. Objectives are equally important for sound

salesmanagement. Generally, these are (i) achieving sufficient sales-

volume,

(ii) providing reasonable profit, and (iii) experiencing continuing growth.

SMBO (sales management by objectives) is a recent approach to formulate

and accomplish these objectives. Sales-management also needs proper

organisational structure. Different structures suit different situations and

requirements. These may be based on national or regional basis or on

product market basis. A sales manager/director is the key person to plan,

co-ordinate, control and motivate all the selling-activities of a business-

concern. His job is multi-purpose and he has to face, all the odd and

difficult changes. However, with his skill, urgency, and adaptability, these

can be easily faced with.

1.9 KEYWORDS

SMBO: Sales Management by objective is a selling technique or

approach which focus on result within a specified set of objectives.

Sales Volume: It is the total number of products sold. It may be

expressed in monitory terms as well.

1.10 SELF ASSESSMENT QUESTIONS

1. Differentiate (i) selling, (ii) sales, and (iii) salesmanship.

2. Salesmanship is both an Art as well as a Science. Comment.

3. Write a short essay on sales-management.

4. What do you mean by objectives of any organisation?

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 Explain.

5. What do you mean by organisation for sales-management?

Explain its need, importance, functions and the essentials of

a good structure.

6. Write short notes on:

(i) SMBO

(ii) Organisational Structure of Call Center (iii)

Selling activities of a firm.

1.11 REFERENCES/SUGGESTED READINGS

1. Still, Cundiff, and Govoni, ‘Sales Management’, PHI.

2. Stanton and Spiro, ‘Management of a Sales Force’, McGraw

Hill.

3. Anderson, Joseph, and Bush, ‘Professional

Sales

Management’, McGraw Hill.

4. Roburt J. Calvin, ‘Sales Management’, Tata McGraw Hill.

5. Dalrymple, Cron, and Decarlo, ‘Sales Management’, John

Wiley and Sons.

6. Manning and Reece, ‘Selling Today’, Pearson Education.

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 PERSONAL SELLING
STRUCTURE

2.0 Objectives

2.1. Introduction

2.2 Personal selling objectives

2.3 Relevant situation for personal selling

2.4 Diversity of selling situations

2.5 Selling process

2.5.1 Prospecting

2.5.2 Preparation
2.5.3 Presentation
2.5.4 Handling objections
2.5.5 Closing

2.5.6 Follow-up

2.6 Summary

2.7 Keywords

2.8 Self assessment questions

2.9 References/Suggested readings

2.0 OBJECTIVES

After going through this lesson, you should be able to-

• Define personal selling and salesmanship.

• Explain personal selling objectives.

• Discuss the importance and relevance of personal selling in

different situations.

• Explain the diversity of selling situation.

• Elaborate the personal selling process.

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2.1 INTRODUCTION

Sales management, personal selling and salesmanship are all

related. Sales management directs the personal selling effort, which in

turn, is implemented largely through salesmanship. The term personal

selling and salesmanship are often used without distinction. However,

there are vital differences between two terms. Personal selling is a broader

concept than salesmanship. Salesmanship is one of the aspects of personal

selling. Salesmanship is one of the skills used in personal selling, it is not

all of it. ‘Salesmanship is the art of successfully persuading prospects or

customers to buy products or services from which they can derive suitable

benefits, thereby increasing their total satisfaction’. Salesmanship is seller

initiated effort that provides prospective buyers with information, and

motivates them to make favourable decisions concerning the seller’s

products or services.

‘Personal Selling’ is a highly distinctive form of promotion. It is

basically a two way communication involving not only individual but social

behaviour also. It aims at bringing the right products to the right

customers. It takes several forms including calls by company’s sales

representative, assistance by a sales clerk, an informal invitation from one

company executive to another. It is employed for the purpose of creating

product awareness, stimulating interest, developing brand preference,

negotiating price etc.

The increase in complexity of products has increased the importance

of personal selling. Manufacturers of highly technical products such as

computers, electronic typewriters, digital phones, microwave kitchen

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appliances, remote control equipments etc. depend more heavily on

personal selling than do grocery or toiletry products manufacturers.

Ever growing competition from domestic and foreign sources have

also increased the importance of sales persons in the marketing effort of a

firm. In personal selling, company’s sales persons are often referred to as

sales representative, salesman or sales girl, they remain on the company’s

payroll or work on commission basis or both to push the product in the

market by positively motivating the prospective customer through oral

presentation or demonstrating the product in question.

Consumers want all sorts of goods and services but inertia may keep

them from buying. Sales efforts stimulate the consumption process by

reducing people’s inherent reluctance to make purchase decision. In fact

sales person act as catalyst in the market place. When the nature of the

product is such that the buyer needs special information in order to use it

properly, sales representative acts as a consultant to consumer, to apprise

them of products technicalities and usage. Sales person also work out the

details of manner and timing of given physical possession.

In case of industrial products, the promotion mix mostly consist of

personal selling rather than advertising. Being high value and complex

product, personal contact with the customer is essential to convince him

of the product’s quality and utility. On the other hand, consumer product

companies use personal selling together with advertising, to influence

prospect to try their brand. But personal selling in this case cannot

substitute for advertising, it can only be used tactically to intensify

marketing effort, mainly because it is expensive.

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2.2 PERSONAL SELLING OBJECTIVES

The qualitative personal selling objectives are long term and concern

the contribution management expects personal selling to make in

achieving long-term company objectives. These objectives generally are

carried over from one period’s promotional program to the next. Depending

upon company objectives and the promotional mix, personal selling may

be assigned such qualitative objectives as-

1. To do the entire selling job (as when there are no other

elements in the promotional mix).

2. To “service” existing accounts (that is, to maintain contacts

with present customers, take orders, and so forth).

3. To search out and obtain new customers.

4. To secure and maintain customers’ cooperation in stocking

and promoting the product line.

5. To keep customers informed on changes in the product line

and other aspects of marketing strategy.

6. To assist customers in selling the product line (as through

“missionary selling”).

7. To provide technical advice and assistance to customers (as

with complicated products and where products are especially

designed to fit buyers’ specializations).

8. To assist (or handle) the training of middlemen’s sales

personnel.

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 9. To provide advice and assistance to middlemen on

management problems.

10. To collect and report market information of interest and use to

company management.

The basic considerations in setting qualitative personal selling

objectives are decisions on sales policies and personal selling strategies

and their role in the total promotional program. After this role is defined,

qualitative long-term personal selling objectives are set. In turn, the

qualitative personal selling objectives become the major determinants of

the quantitative personal selling objectives.

The quantitative objectives assigned to personal selling are short

term and are adjusted from one promotional period to another. The sales

volume objective-the rupee or unit sales volume management sets as the

target for the promotional period-is the key quantitative objective. All other

quantitative personal selling objectives are derived from or are related to

the sales volume objective. Thus, discussion here focuses upon the setting

of sales volume objectives. Setting the sales volume objective influences

the setting of other quantitative personal selling objectives, among them

the following:

1. To capture and retain a certain market share.

2. To obtain sales volume in ways that contribute to

profitability (for example, by selling the “optimum” mix of

company products).

3. To obtain some number of new accounts of given types.

4. To keep personal selling expenses within set limits.

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 5. To secure targeted percentages of certain accounts’ business.

2.3 RELEVANT SITUATION FOR PERSONAL SELLING

Let us discuss some of the situations when personal selling in a

company becomes more relevant.

1. Product situation: Personal selling is relatively more effective

and economical in case:

(a) When a product is of a high unit value like Xeroxing

machine, computers etc.

(b) When a product is in the introductory state of its life

cycle and require creation of core demand.

(c) A product requires personal attention to match specific

consumer needs e.g. insurance policy.

(d) Product requires demonstration e.g. most of the

industrial products.

(e) Product requires after-sales service.

(f) Product has no brand loyalty or very poor brand

loyalty.

2. Market situation: Personal selling situation can be best

utilized when:

(a) A company is selling to a small number of large-size

buyers.

(b) A company sells in a small-local market or in

25
 government or institutional market.

(c) Desired middle men or agents are not available.

(d) An indirect channel or distribution is used for selling to

merchant-middlemen only.

3. Company situation: Personal selling is relatively more

effective and economical when:

(a) The company is not in a position to identify and make

use of suitable non-personal communication media.

(b) A company cannot afford to have a large and regular

advertising outlay.

4. Consumer behaviour situation: Personal selling is more

effective when:

(a) Purchases are valuable but infrequent.

(b) Consumer needs instant answers to his questions.

(c) Consumer requires persuasion and follow-up in the face

of competitive pressure.

2.4 DIVERSITY OF SELLING SITUATIONS

All of us being consumers often come across variety of selling

situations. Differences in marketing factors cause each company to have

individualized selling styles. Each different type of selling job requires the

sales person to perform a variety of different tasks and activities under

different circumstances. The job of a soft drink driver salesperson who calls

in routine fashion on a number of retail stores is different from that of a

26
computer sales person who sells a system for managing information to

executive of a consultancy firm.

Before categorizing sales persons into basic selling styles, one

convenient way to classify the many different types of sales job is to array

them on the basis of the creative skill required in the job, from simple

service-or repeat order selling to the complex developmental selling. Let us

now discuss the different kinds of selling positions prevalent in Indian

companies.

Delivery sales person: The primary job of the delivery sales person

is to deliver the product e.g. soft drink, bread, milk etc. The selling

responsibilities are secondary. Good service and a pleasant personality

may lead to more sales.

Inside order taker: The retail sales person standing behind a

counter is an inside order taker. The customer comes to the sales person

with the intention to buy a product or service, the sales person only serves

him or her. The sales person may use suggestion selling but ordinarily

cannot do much more.

Outside order taker: The soap or spices sales person calling on

retailer is an outside order taker. They do little creative selling. In contract

with store personnel these representatives actually may be discouraged

from doing any hard selling. That task is left to executives higher in the

hierarchy.

Missionary sales people: These sales persons are not expected or

permitted to solicit an order. Their job is to build goodwill or to educate

27
actual or potential user or provide services for the customers, as in the

case of Medical representatives, working for the pharmaceutical company.

Consultative sales person: Consultative sales are characterized by

the product or service that is sold at the higher level of an organization e.g.

computer system or management consultancy service. The decision to

purchase such products involves higher capital outlay thus sales job

requires a low key, low pressure approach by the sales person. It would

also require a very strong knowledge about product, patience to discuss

product with several people of organization and potential benefits to the

user. Even at times when the progress of sales slows down representative

has to make creative and sensitive efforts to resume interest but without

appearing to exert pressure on the prospect.

Technical sales personnel: The most distinctive characteristic of

technical sales is the product knowledge required by its sales person,

unlike the consultative sales, where sophistication in organization

relationship and persuasive ability are sales persons’ most valuable assets.

Even time required to sell the product is relatively less than consultative

sales.

Most of the technical purchasing requires approval of several people

but only one or two people with technical knowledge influence decision. If

the sales representative is able to satisfy these people with product

characteristics, application, installation process, approval from higher

management is usually forthcoming. The technical sales persons though

not strangers to the process of making a sale, are trained to utilize the

rational approach, by going into details of product utility and features.

28
 Commercial sales person: This field generally includes

nontechnical sales to business, industry, government and non-profit

organization e.g. office equipment, wholesale goods, building products,

business services and others. Unlike the previous two types, it is

customary for the commercial sales person to make sales on first or second

call. The process stresses approach to right person (decision maker),

making a smooth presentation and closing the sales.

The field is composed of order takers, to follow up and maintenance

of accounts and order getter, to develop new accounts. Since these require

different approaches, they normally require different personality traits e.g.

the order getter are more aggressive and more highly motivated.

Direct sales people: Direct sales are primarily concerned with the

sales of products and services to ultimate consumers e.g. restaurants, door

to door sales, insurance, encyclopaedias, magazines etc. There is normally

some emotional appeal associated with this type of selling, thus sales

persons are required to possess strong persuasive ability. Often length of

time to close sales is shortest in the case of above product categories. In

fact, sales person are trained to close the sales on the first visit because it

is felt if consumers are given time, they will either cool off from buying or

will buy from competitor.

2.5 SELLING PROCESS

All selling process contain the same basic steps, though the detail of

each step and time required to complete it will vary according to the

product that is being sold. For example: a door to door sales

representative may go through all the steps from prospecting to closing of

sale in a matter of ten to fifteen minutes in contrast, the selling process for

29
computer or electronic typewriter may take several visits, even years, for

getting an order.

2.5.1 Prospecting

The selling process begins with prospecting or finding qualified

potential customers. Except in retail selling, it is unlikely that customers

will come to the sales person. In order to sell the product, the sales person

must seek out potential customers, prospecting involves two major

activities-

(a) identifying potential customers also known as prospects; and

(b) qualifying them in order to determine if they are valid prospects.

(a) Identifying prospects

The identification of potential customers is not an easy job,

especially for a new sales person. Rejection rate is quite high and

immediate payoffs are usually minimal. In some consumer goods

businesses, identification of prospects usually come from friends and

acquaintances, other sales people, former customers, present customers

etc. Few of the best sources and techniques for finding prospects are

discussed below.

Present customers: The best source of prospects is usually the

sales person’s existing satisfied customers. It is much easier to sell

additional goods and services to existing customers than to attract new

customers. Indian companies are using this method of selling successfully.

For example person or an organization who has purchased a portable

typewriter from an office automation product company and is pleased with

30
it is usually more receptive to purchase a bigger typewriter and similar

product from the same company than someone else. This is the main

reason, present customers should get first priority by the company when

new products and services are introduced.

Endless chain: This is also an effective prospecting tactics. In this

method companies use satisfied customers as source of referrals. Sales

representatives ask current customers for names of friends or business

associates who might need similar products or services. Then, as the sales

person contacts and sells to these prospects, more referrals are solicited.

In this way the process continues further.

Centre of Influence: Another effective prospecting technique based

on referrals is the center of influence approach. A center of influence is a

person with information about other people or influence over them that

can help a sales person identify good prospects. Some frequently used

centers of influences are housewives, bankers, local

politicians etc.

Spotters: Some companies use spotters as a source for prospecting

potential customers. Spotters are usually ‘sales trainees’ who help sales

person identifying prospects, thus saving time and qualifying sales lead.

Cold call: Cold call is also known as unsolicited sales calls. This

prospecting techniques involves knocking on doors. The sales person

makes contact with a potential customers, introduces himself or herself,

and asks if there is a use for the product or service. This technique is

utilized by the sales person when they have time available between

scheduled appointments.

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 Directories: A wide variety of directories are full of prospect. The

classified telephone directory is the most obvious one. A sales person may

also find that membership directories of trade associations, professional

societies, and civic and social organizations are good sources for prospects.

Mailing lists: In India, specialized companies compile lists of

individuals and organizations for direct mail advertisers. These lists may

also be used to identify sales prospects. The major advantages of mailing

list are that they are often more current and more selective than

directories.

Trade shows and exhibitions: A cost effective way to make personal

contacts and locate prospective buyer is to participate in trade shows and

exhibitions. Now a days more and more companies are increasing their

participation in these shows and exhibitions to company’s booth by mailing

invitations or promising a gift. Advance announcements sent to trade

publications may also help to attract prospects. In view of the rising costs

of personal selling trade shows have become an increasingly important

source of prospecting. India International Trade Fair organized by Trade

Fair Authority of India every year provides a good example of usage of trade

shows for prospecting.

(b) Qualifying prospects

Once the sales person has identified potential customers, he or she

must qualify them to determine, if they are valid prospects. Unless this is

done, time and energy is wasted in trying to sell to people who cannot or

will not purchase the product or service.

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 There are several factors to consider while qualifying a prospect. One

approach to qualifying often called MAN (Money, Authority and Need)

approach is given below:

Money: Does the prospect have the money or resources to purchase

a product or service? Ability to pay is very critical factor in qualifying a

prospect. The sales people must be familiar with financial resources of a

prospect.

Authority: Does the prospect have the authority to make

commitment? This is a particular concern when dealing with corporation,

government agencies or other large organizations. Even while selling to a

married couple, it may be difficult to identify who actually makes the

purchase decision. A sales person must identify the key decision maker

early to economise on selling time more effectively.

Need: Does the prospect need the product or service? If a sales

person cannot establish that the customer will benefit from purchasing a

product or service, there is no reason to waste a sales call. The prospect

either will refuse the offer or will end up dissatisfied with the purchase.

Before proceeding further the sales person should first appraise whether

money, authority and need exist with the prospect.

2.5.2 Preparation

After a prospect has been identified and qualified, the sales person

prepares for the sale of product or service. The preparation stage involves

the two key activities i.e. Pre-approach and Call Planning.

33
(a) Pre-approach

The pre-approach step includes all the information gathering

activities necessary to learn relevant facts about the prospect and his or

her needs and situations.

Four necessary steps of pre-approach are:

1. It should disclose the party need and ability to buy.

2. It should provide information that will enable the seller to

tailor the presentation to the prospect.

3. It should provide information that may keep the sales person

from making serious tactical errors during the presentation.

4. Finally, a good pre-approached increases the sales person

confidence and makes him confident to handle whatever may

arise during the sales.

(b) Call planning

Call planning involves a specific planning sequence. The sales

person defines the objective of the call, devise a selling strategy to achieve

this objective, and makes the appointments. The primary objective of any

sales effort is to get an order. For some sales call intermediate objectives

may be needed. Some examples of intermediate objectives are:

• To obtain more information about the prospect.

• To relate the prospects needs and concerns to features and

benefits of the product or service.

• To obtain permission for demonstration of the product.

• To introduce a new distributor.

34
 The sales person must develop a strategy, or course of action to

achieve his or her objective. Careful consideration of the prospect’s

background and needs is required in order to able to formulate a tailor

made strategy appropriate for the prospect. Since sales calls are costly,

they should be arranged in advance. Cold calls i.e. calls without specific

appointment may be appropriate for introducing the sales person or

dropping off information. This method is generally inefficient for selling

most products and services and is not consistent with modern

professional selling.

2.5.3 Presentation

After establishing rapport with the prospects through calls, the sales

person proceeds to the formal sales presentation. The objective of the

presentation is to explain how the product meets the special needs of the

consumer. The job of the sales person is to inform the prospect about the

characteristics, capabilities and availability of goods and services that are

for sale. In order to ensure that the presentation is understood by the

prospect, the sales person should be clear in his/her communication.

Presentation should also be interesting enough to keep the attention of the

prospect focused on the proposal.

Sales presentations are classified into the different categories:

Fully automated, Semi-automated, Memorized, Organized, and

Unstructured.

Fully automated: The fully automated presentation is the most

highly structured approach, based on film or slide presentations. The sales

person simply answer questions or clear up doubts. e.g. selling life

insurance to the rural or semi-urban prospects.

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 Semi-automated: In this approach, the sales person reads from

brochures or literatures, adding comments to the prepared materials when

necessary. A common example is selling of pharmaceutical products by

medical representatives.

Memorized: In memorized presentation, company message is

presented, with few changes initiated by the sales person.

Organised presentation: The most popular and often the most

effective sales presentation method is the organized presentation. With this

method the sales person has complete flexibility in oral communication

but follows a company prepared outline or checklist. The organized

approach best exemplifies the selling process in which customers are

moved through four stages to a purchase decision; i.e. attention, interest,

desire and action (AIDA).

Unstructured presentations: (Also referred to as problem solving)

In this approach, the buyer and seller together explore the problems that

are the real sources of the company’s needs. Although unstructured

presentations are often effective and widely used, they have a number of

limitations. Such presentations tend to be not too well-focused. As a result,

points are often missed and time is wasted. Further, sales person do not

usually anticipate objections but may have to face surprise complaint from

the prospects. Because it is difficult to teach sales person how to use the

unstructured method, the problem solving presentation seems best suited

to experienced, sales person who are selling to established customers.

Sales presentation comprises of two distinct activities, approach and

demonstration.

36
a) Approach

When the sales person has the name of the prospect and adequate

pre-approach information, the next step is the actual approach. It

frequently makes or breaks the entire presentation. If the approach fails,

the sales person often does not get a chance to give a presentation or

demonstration. It gets the prospect attention, it immediately inspires

interest in hearing more about the proposition, and it makes easy

transition into the demonstration phase.

Four basic approaches are in common use:

1. The introductory approach, the sales person introduces

himself to the prospect and states what company he

represents.

2. The product consists of handling the product to prospect with

little conversation. It can be most effective when the product

is unique and creates interest on sight.

3. The sales person starts the sale in a consumer-benefit

approach by informing the prospect of what the firm can

provide in benefits. In other words, directs the prospects

attention toward the benefits the firm has to deliver.

4. Lastly, referral approach successful in getting an audience

with prospect who is difficult to see directly. It consists of

obtaining the permission of a past or present customer to use

his or her name as a reference in meeting a new

prospect.

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(b) Demonstration

The demonstration is the core of the selling process. The sales person

actually transmits the information and attempts to persuade the prospect

through product demonstration to make a customer.

Two factors should be taken into consideration in preparing an

effective product demonstration:

i) The demonstration should be carefully rehearsed to reduce the

possibility of even a minor malfunction.

ii) The demonstration should be designed to give customers

‘hand on’ experience with the product wherever possible. For

example an industrial sales representative might arrange a

demonstration before the purchaser’s technical personnel.

2.5.4 Handling objections

All sales person confront sales resistance i.e. actions or statements

by a prospects that postpone, hinder or prevent the completion of the sale.

Normally sales resistance takes the form of an objection which can be

classified as stated or hidden. Prospects may state their objections to a

proposition openly and give the sales person a chance to answer them.

This is an ideal situation because everything is out in the open and the

sales person does not need to read the prospect’s mind. Unfortunately, in

many instances prospects hide their real reasons for not buying. Beside

having hidden objections, their stated objection may be phoney. Unless

one can determine the real barrier to the sale one shall not be able to

overcome it. There are two major techniques for discovering hidden

objections. One is to keep the prospect talking by asking probing

38
questions. The other is to use insights gained through experience in selling

the product, combined with a knowledge of the prospects situation, to

perceive the hidden objection. Often objection to price and product are also

faced by sales person either in a form of unaffordable or too high price.

Product objections can be answered best when sales people have extensive

product knowledge of both their own products and competitors. Many

times prospects may be misinformed or may not understand some of the

technical aspects of the proposition. In this case, the sales person should

provide additional information. Even the prospects objections can be met

simply and effectively by altering the product to suit the customer.

2.5.5 Closing

After having answered and overcome objections, it is the stage for

sales person to ask for the order from the prospects. The entire effort is

wasted unless the sales person can get the prospect to agree to buy the

product. There are several closing techniques which are being used by

sales person in India. Sales person should select among these technique

one that fits the specific prospect and selling situation. Now we would

discuss few effective closing techniques. In action close technique the sales

person take an action that will complete the sale e.g. in case of high priced

products like Motorcar, photocopier or industrial product the sales person

may negotiate with the financial institution for financial assistance for the

prospects.

The gift close technique provides the prospect with an added

incentive for taking immediate buying action. In one more yes close

techniques, the sales persons restates the benefits of the products in a

39
series of questions that will result in positive responses by the prospects.

The process may result in an order.

The direct close is clear and simple technique, many sales persons

feel that this is the best approach for closing, especially if there are strong

positive buying motives, the sales person will summarise the major points

that were made during presentation to the prospects prior to asking for the

sale.

Experienced sales people always try to close early. If they are not

successful, they continue the presentation and then try a different closing

technique. Good sales person know that if they have successfully

completed all of the earlier steps, then the prospect is worth an extra effort

at closing. In most cases this simply means switching to a different type of

close. Closing is the most important aspect of the sales process. Unless the

sales person can close the sale, the other steps in the sales process are

meaningless.

2.5.6 Follow-up

The selling process is not completed by merely making the sale, as

generally assumed by many sales person. After sales activities are

important part of the whole selling process. Effective sales-follow-up

reduces the buyer’s doubt about the product or services and improves the

chance that the person will buy again in the future. In addition to post-

sale activities, sales person are also required to maintain good customer

relations.

Now-a-days many companies are evolving specific policies and

practices to ensure that customer’s needs are not neglected. No matter how

40
efficient a company is, there are always some customer complaints. The

complaint should be taken seriously and handled with concern. The

customer must know that the company cares about maintaining good

customer relations. Reasonably frequent contacts with the present

customers are, an expected part of the sales person’s job. For important

customers, personal visit are appropriate. Letters, notes, phone calls,

greetings are also good ways to keep in touch with customers. Many good

business house also offer customer newsletter.

Successful sales person never stop serving customers. In addition to

handling complaints, they keep customer informed about the latest

products or services, fulfil reasonable request, and provide other forms of

assistance. The sales people should also appreciate the customer by

thanking customers for their business. Small gifts can be given after the

sale and at appropriate times during the year. Sales person should try to

make self-analysis for evaluating their own selling performance and

methods. A Sales person should analyse every call to determine what

factors influenced its eventual outcome. Self-analysis is a very useful tool

in improving overall sales effectiveness.

2.6 SUMMARY

Today personal selling has become a challenging profession. There

has been a significant change in its role from being a simple order taker to

that of an order maker or consultant to the buyers. Modern sales persons

understand that they are the major link in the total marketing strategy for

the company. If a company wants to maximize the

effectiveness of its marketing programme, the personal selling effort must

be effectively integrated with the other elements of the marketing mix.

41
 With the growing complexity of products, importance of personal

selling has increased. They now act as introducers, intelligent

communicator as well as demand pushers and also add unique utility to

product. Their role has changed drastically from being a simple

communicator to business manager. In order to be successful a sales

person must possess a set of personal, product related and functional

qualities, as variety of analytical and administrative duties are important

component of the job. Before approaching a prospect every sales person is

advised to do bit of homework regarding company’s name, size, authority

concern and general requirement. While meeting the prospect, sales

person should introduce himself, his company and the product under

promotion. Product presentation and overcoming of customer objections,

leads to convincing the customer and result in the closing of mutually

satisfying sale.

2.7 KEYWORDS

Personal Selling: Personal selling is finest form of promotion done

by sales force.

Salesmanship: It is the art of successfully persuading customer in

selling situations for mutual benefits.

Prospecting: It is the act of finding or identifying potential

customers.

2.8 SELF ASSESSMENT QUESTIONS

1. Elaborate various steps involved in sales process with suitable

example.

42
 2. Discuss different situations where role of personal selling is

vital.

3. Write the diversity of selling situation with suitable

illustrations.

2.9 REFERENCES/SUGGESTED READINGS

1. Still, Cundiff, and Govoni, ‘Sales Management’, PHI.

2. Stanton and Spiro, ‘Management of a Sales Force’, McGraw

Hill.

3. Anderson, Joseph, and Bush, ‘Professional

Sales

Management’, McGraw Hill.

4. Roburt J. Calvin, ‘Sales Management’, Tata McGraw Hill.

5. Dalrymple, Cron, and Decarlo, ‘Sales Management’, John

Wiley and Sons.

6. Manning and Reece, ‘Selling Today’, Pearson Education.

43
 RECRUITMENT AND SELECTION
STRUCTURE

3.0 Objective

3.1 Introduction

3.2 Recruitment process

3.3 Sources of recruitment

3.4 Selection process

3.5 Summary

3.6 Keywords

3.7 Self assessment questions

3.8 References/Suggested readings

3.0 OBJECTIVE

After going through this lesson, you will be able to-

• Learn the process of recruitment and various sources of it

• Understand the steps involved in selection process.

3.1 INTRODUCTION

Recruitment is a positive process in which a company attract a pool

of talented people, whereas selection is a negative process through which

they screen people and finally select desired number of personnel who are

offered appointment. Attracting and selecting new sales personnel is an

important aspect of the sales manager's job. Recruitment is the procedure

to obtain a good number of people with the potential capability of becoming

good sales personnel. After attracting a large number of people, it becomes

feasible to select the individuals, which fit the needs of the organization.

44
Appropriate recruiting and selection policies and procedures, and their

skilful execution result in greater overall efficiency of sales department.

Good selection fits the right person to the right job, thereby increasing job

satisfaction and reducing the cost of personnel turnover. In addition

training costs are reduced, either because those hired are more capable of

absorbing training or because they require less formal training.

3.2 RECRUITMENT PROCESS

To ensure the new recruits have the aptitude necessary to be

successful in a particular type of sales job, certain procedures should be

followed in the recruitment process. The steps in this process are:

(a) Conducting a job analysis

Before a company can search for a particular type of salesperson, it

must know something about the sales job to be filled. To aid in the process,

a job analysis should be conducted to identify the duties, requirements,

responsibilities, and conditions involved in the job. A proper job analysis

involves following steps:

1. Analyze the environment in which the salesperson is to work.

For example: (a) what is the nature of the competition faced by

the salesperson in this job? (b) what is the nature of the

customers to be contacted, and what kinds of problems do

they have? (c) what degree of knowledge, skill, and potential is

needed for this particular position?

2. Determine the duties and responsibilities that are expected

from the sales-person. In so doing, information should be

45
 obtained from (a) salespeople; (b) customers; (c) the sales

manager; and (d) other marketing executives, including the

advertising manager, marketing services manager,

distribution manager, marketing research director, and credit

manager.

3. Spend time making calls with several salespeople, observing

and recording the various tasks of the job as they are actually

performed. This should be done for a variety of different types

of customers and over a representative period of time.

(b) Preparing a job description

The result of a formal job analysis is a job description. Since a job

description is used in recruiting, selecting, training, compensating and

evaluating the sales force, the description should be in writing so that it

can be referred to frequently. The written job description lets prospective

job applicants, as well as current sales personnel, know exactly what the

duties and responsibilities of the sales position are and on what basis the

new employee will be evaluated.

The job description is probably the most important single tool used

in managing the sales force. It is used not only in hiring but also in

managing and sometimes as a basis for firing salespeople. It provides the

sales trainer with a description of the salespeople's duties and enables him

or her to develop training programmes that will help salespeople perform

their duties better. Job descriptions are also used in developing

compensation plans. Often, the type of job determines the type of

compensation plan that will be used. Job descriptions aid managers in

supervision and motivation, and they are used as an official document that
46
is part of the contract between management and a salesperson's union.

Finally, a job description puts management in a position to determine

whether each salesperson has a reasonable workload.

(c) Developing a set of job qualifications

The duties and responsibilities set forth in the job description should

be converted into a set of qualifications that a recruit should have in order

to perform the sales job satisfactorily. Determining these qualifications is

probably the most difficult aspect of the entire recruitment process. One

reason is that the manager is dealing with human beings; therefore, a

multitude of subjective and very complex characteristics are involved.

Specific qualifications such as education and experience should be

included in the job qualification, thus making good candidates easier to

identify. But most firms also try to identify personality traits that

presumably make better salespersons, such as self-confidence,

aggressiveness, etc.

(d) Attracting a pool of applicants

The next major step in the recruitment process is attracting a pool

of applicants for the sales position to be filled. All large companies with a

sales force have a continuous need to identify, locate, and attract

potentially effective salespeople. The candidates recruited become the

reserve pool of sales staff from which new salespeople will be chosen. The

quality of this group will predict the future successes or problems of the

sales organization.

47
3.3 SOURCES OF RECRUITMENT

There are many places a sales manager can go to find recruits. Sales

managers should analyze each potential source to determine which ones

will produce the best recruits for the sales position to be filled. Once good

sources are identified, sales managers should maintain a continuing

relationship with them, even during periods when no hiring is being done.

Good sources are hard to find, and goodwill must be established between

the firm and the source to ensure good recruits in the future.

Some firms will use only one source; others will use several. The

most frequently used sources are persons within the company,

competitors, non-competing companies, educational institutions,

advertisements, and employment agencies.

(a) Persons within the company

Companies often recruit salespeople from other departments, such

as production or engineering, and from the non-selling section of the sales

department. The people are already familiar with company policies as well

as the technical aspects of the product itself. The chance of finding good

salespeople within the company should be excellent because sales

managers know the people and are aware of their sales potential. In fact,

most firms turn to non-sale personnel within the company as their first

source of new sales recruits.

Hiring people from within the company can lift morale because a

transfer to sales is often viewed as a promotion. But transferring

outstanding workers from the plant or office into the sales department does

not guarantee success. In some cases hostility can arise among plant and

48
office supervisors, who feel their personnel are being taken by the sales

department.

Recommendations from the present sales force and sales executive

usually yield better prospects than those of other employees because the

people in sales understand the needed qualifications.

(b) Competitors

Salespeople recruited from a competitor are trained, have experience

of selling similar products to similar markets, and should be ready to sell

almost immediately. But usually a premium must be paid in order to

attract them from their present jobs.

Some sales managers are reluctant to hire competitors' salespeople

because the practice is sometimes viewed as unethical. But is it? Is it really

any different than attempting to take a competitor's customers or market

share? No. But it is unethical if the salesperson uses valuable confidential

information in competing against the former employer.

Recruiting competitors' salespeople may bring other problems.

Although these people are highly trained and know the market and the

product very well. It is often hard for them to unlearn old practices. They

may not be compatible with the new organization and management. Also,

recruits from a competitors usually are expected to switch their customers

to the new business; if they are unable to do so, their new employer may

be disappointed.

The potential for these problems to arise may be evaluated with one

question: why is this person leaving the present employer? A satisfactory

answer to this question frequently clears up many doubts and usually

49
leads to a valuable employee. The difficulty arises, however, in determining

the real answer. Often, it is almost impossible to assess accurately why

someone is looking for another job. Good sales managers must be able to

evaluate effectively the information they get.

(c) Non-competing companies

Non-competing firms can provide a good source of trained and

experienced salespeople, especially if they are selling similar products or

selling to the same market. Even though some recruits may be unfamiliar

with the recruiting firm's product line, they do have selling experience and

require less training.

Companies that are either vendors or customers of the recruiting

firm can also be an excellent source of candidates. Recruits from these

sources already have some knowledge of the company from having sold to

or purchased from it; their familiarity reduces the time it will take to make

them productive employees. Another advantage of recruits from the

sources is that they are already familiar with the industry.

(d) Educational institutions

High schools, adult evening classes, business colleges, vocational

schools, junior colleges, and universities are all excellent sources of sales

recruits. Large firms usually are successful in recruiting from universities,

but small firms tend to be more successful in recruiting from small

educational institutions or from other sources.

While most college graduates lack specific sales experience, they

have the education and perspective that most employers seek in potential

sales managers. College graduates tend to adapt more easily than

50
experienced personnel. They have not yet developed any loyalties to a firm

or an industry.

A major problem in recruiting from college campuses used to be the

unfavourable image of sales. Selling typically was associated with job

insecurity, low status, and lack of creativity, but this situation has been

changing in recent years. Colleges graduates are beginning to realize that

selling provides challenge and a sense of accomplishment, that it is

complex and exciting, that it allows them to be creative, that it rewards

them well and in direct proportion to their level of achievement, and that

it provides opportunity for rapid advancement. In short, many students

today know that a sales career is a good use of a college education.

Small firms are less likely to recruit on college campuses because

many graduates prefer large, well-known corporations with training

programs and company benefits. College students tend to avoid small

companies because these companies usually employ few college graduates,

and students are afraid that people without college degrees will not

understand or appreciate their needs and expectations.

(e) Advertisements
Classified advertisements in newspapers and trade journals are

another source of recruits. National newspapers and various trade journals

are used in recruiting for high-caliber sales and sales management

positions. However, most firms that use advertising,

especially in local newspapers, are recruiting for low-level sales positions.

Many businesses use advertising only as a last resort.

While advertisements reach a large audience, the caliber of the

average applicant is often second-rate. This places a burden on those doing

51
the initial screening. The quality of applicants recruited by advertisements

can be increased by carefully selecting the type of media and describing

the job qualifications specifically in the ad. To be effective, a recruiting ad

must attract attention and have credibility. The following elements should

be included to ensure an ad's effectiveness: company name; product;

territory; hiring qualifications; compensation plan, expense plan, and

fringe benefits; and the way to contact the employer.

(f) Employment agencies

Employment agencies are among the best and the worst sources.

Most of the time it depends on the relationship between the agency and

the sales manager. The agency should be carefully selected, and a good

working relationship must be developed. Sales managers should make

sure that the agency clearly understands both the job description and the

job qualifications for the position to be filled.

In recent years agencies have steadily improved and expanded their

services. They can provide a highly useful service to sales managers by

screening candidates so that recruiters may spend more time with those

prospects who are most highly qualified for the job.

3.4 SELECTION PROCESS

The recruiting process furnishes the sales manager with a pool of

applicants from which to choose. The selection process involves choosing

the candidates who best meet the qualifications and have the greatest

aptitude for the job. There are numerous tools, techniques, and procedures

that can be used in the selection process. Companies typically use initial

52
screening interviews, application forms, in-depth interviews, reference

checks, physical examinations, and tests as

selection tools.

None of these should be used alone. Each is designed to collect

different information. While successful selection of sales applicants does

not necessitate the use of all the tools and techniques, the more that are

used, the higher the probability of selecting successful sales personnel.

Selection tools and techniques are only aids to sound executive

judgement. They can eliminate the obviously unqualified candidates and

generally spot the more competent individuals. However, in regard to the

majority or recruits who normally fall between these extremes, the current

tools can only suggest which ones will be successful in sales. As a result

executive judgement is heavily relied on in selecting salespeople.

(a) Initial screening interviews

The steps in the selection process vary from company to company,

depending on the size of the company, the number of salespeople needed,

and the importance of the position to be filled. The purpose of the initial

screening interview is to eliminate, as soon as possible, the undesirable

recruits. Initial screening may start with an application form, an interview,

or some type of test. But no matter which tool is initially used , it should

be brief. The shorter it is, the ore it will cut down on costs. But it must not

be so brief that it screens out good candidates.

(b) Application forms

Application forms are one of the two most widely used selection tools

(the other is the personal interview). An application form is an easy means

53
of collecting information necessary for determining an applicant's

qualifications. Information requested on forms usually includes name,

address, position applied for, physical condition, educational background,

work experience, participation in social organizations, outside interests

and activities, and personal references. Other important questions on an

application form relate directly to the sales position for which the

application is made. For example:

• Why do you want this job?

• Why do you want to change jobs?

• What minimum income do you require?

• Are you willing to travel?

• Are you willing to be transferred?

• Are you willing to use your car for business?

• What do you want to be doing five years from now? Ten years

from now?

Application forms will differ from company to company. On all forms,

however, it is illegal to include questions that are not related to the job.

Some companies use a weighted application form that has been

developed from the regular application form by analyzing the various items

that help distinguish between good and poor salespeople. If companies can

show that items such as educational level, and years of selling experience

tend to be more related to success than are other items, then more weight

(importance) can be placed on them in making hiring decisions. Thus,

applicants who rate higher than an established minimum number of points

on these items are considered, and those who fail to reach the cutoff point

are usually rejected.

54
 An important function of application forms is to help sales managers

prepare for personal interviews with candidates for sales positions. By

looking over the application form before the interview, the sales manager

can get an initial impression of the applicant and can prepare a list of

questions to ask during the interview.

(c) In-depth interviews

The interview is the most used of the various tools for selecting

employees. A salesperson is seldom hired without a personal interview. In

fact, as many as three or four interviews are usually conducted with the

most desirable candidates. No other selection tool can take the place of

getting to know the applicants personally.

The personal interview is used to help determine if a person is right

for the job. It can bring out personal characteristics that no other selection

tool is capable of revealing. The interview also serves as a twoway channel

of communication, which means both the company and the applicant can

ask questions and learn about each other.

The questions asked during an interview should be aimed at finding

out certain things: Is the candidate qualified for the job? Does the

candidate really want the job? Will this sales job help the candidate fulfill

personal goals? Will the candidate find this sales position challenging

enough? These questions, like those on the application form, are directed

at examining the applicant's past behaviour, experiences, and motivation.

Every sales manager will use a different approach in attempting to

elicit useful information. The approach used will depend on the sales

manager's personality, training, and work experience.

55
 Interviews differ, depending on the number of questions that are

prepared in advance and the extent to which the interviewer guides the

conversation. At one end is the totally structured, or guided, interview; at

the other end is the informal, unstructured type. In the structured

interview, the recruiter asks each candidate the same set of questions.

These are standardized questions that have been designed to help

determine the applicant's fitness for the sales position, structured

interviews can be used for initial screening but are not useful in probing

for in-depth information. A structured approach is particularly useful for

inexperienced interviewers. Since it helps and guide the interviewer and

ensures that all factors relevant to the candidate's qualifications are

covered.

At the other end of the continuum is the unstructured interview,

which is informal and non-directed. The goal of the unstructured

interviewing approach is to get the candidate to talk freely on a variety of

topics. Frequently, the recruiter begins the interview by saying to the

candidate. Tell me about yourself", or by asking questions such as "Why

did you decide to interview with out company?"

Several problems are associated with unstructured interviews. One

is that they do not provide answers to standard questions that can be

compared with other candidates' reponses or with the company's past

experiences. Also, considerable time may be spent on relatively

unimportant topics. However, personnel experts say this technique is the

best for probing an individual's personality and for gaining insight into the

candidate's attitudes and opinions. To administer and interpret

unstructured interviews, interviewers must be well trained.

56
 Therefore, many firms use a combination of structured and

unstructured approaches, usually referred to as a semi-structured

interview. In semi-structured interviews the interviewer has a preplanned

list of major questions but allows time for interaction and discussion. This

approach is flexible and can be tailored to meet the needs of different

candidates as well as different interviewers.

(d) Reference checks

A company cannot be sure it has all the information on an applicant

until references have been thoroughly checked. Reference checks allows a

company to secure information not available from other sources.

References usually are checked while the application form is processed and

before the final interview takes place.

In general, the quality of reference checks as a selection tool is

questionable. Checking on the names supplied by a candidate is often seen

as a waste of time because it is unlikely that serious problems will be

uncovered. Therefore, many firms try to talk with people who know the

applicant but were not listed on the application form. For reference

checking to be a useful selection tool, the sales manager must be

resourceful and pursue leads that are not directly given. If only one

significant fact is uncovered, it usually makes the effort worthwhile.

References from teachers and former employers are generally more

helpful than other types of references. Teachers can usually give an

indication of intelligence, work habits, and personality traits. Former

employers can be used to find out why the person left the job and how well

he or she got along with others. Reference checks can uncover information

about an applicant that may alter a sales manager's

57
perceptions of the person's sales ability.

(e) Physical examinations

Many sales jobs require a degree of physical activity and stamina.

Poor physical condition can only hinder a salesperson's job performance;

therefore, a company should insist on a thorough medical examination for

all its sales recruits. The results from the examination should be

interpreted by a doctor who is familiar with the demands of the sales job,

and the sales manager should be notified of the results. Because of their

expense, physical examinations usually are not given until a recruit has

passed most of the steps in the selection process.

(f) Tests

Tests are the most controversial tools used in the selection process.

The need for application forms, reference checks, and personal interviews

is seldom disputed, but there are differences of opinion about whether tests

are necessary in the hiring of salespeople. Questions regarding the legality

of testing have increased the complexity and the controversy surrounding

the use of tests as a screening tool. But research has shown that test profile

data can be useful to management in the process of selecting and

classifying sales applicants who are likely to be high performers.

There are some basic tests used in the selection process of sales

personnel.

Intelligence tests: These tests measure raw intelligence and

trainability. Recent research has indicated that a salesperson's cognitive

ability or intelligence is the best indicator of future job performance. Thus,

58
although once looked down upon, the intelligence test is slowly regaining

status as the most effective tool for selecting salespeople.

Knowledge tests: These tests are designed to measure what the

applicant knows about a certain product, service, market, and the like.

Sales aptitude test: These tests measure a person's innate or

acquired social skills and selling know-how as well as tact and diplomacy.

Vocational interest tests: These tests measure the applicant's

vocational interest, the assumption being that a person is going to be more

effective and stable if he or she has a strong interest in selling.

Personality tests- these tests attempt to measure the behavioural

traits believed necessary for success in selling, such as assertiveness,

initiative, and extroversion.

3.5 SUMMARY

Recruiting applicants in today's business environment is a very

important and challenging task for the sales manager. Companies use

several sources to find qualified applicants. The search can begin within

the company by seeking individuals from other departments such as

production, marketing etc., some of the external sources include

competitive and non-competitive firms, educational institutions,

advertisements, and employment agencies. Recruiters must recognize the

top rated candidates can come from any source. However, with the

increasing costs of recruiting, sales managers must be careful to devote

their time to the most productive sources.

59
 Selecting good applicants is an extremely important and challenging

task for the sales manager. It is critical that the sales manager select the

candidate who best meet the qualification established by the company.

Some of the tools companies use during the selection process include

screening interviews, application forms, in-depth interviews, reference

checks, physical examinations, and tests. Once the process of recruiting

and selection is complete, the new salesperson must be integrated into the

sales force.

3.6 KEYWORDS

Recruitment: It is a positive process in which a company attract a

pool of talented people, who can be future sales force.

Selection: It is termed as negative process through which pool of

talented manpower is screened and finally desired number of people are

offered employment.

Job Analysis: It is done to identify the duties, responsibilities,

requirements, and conditions involved in the job.

Reference Checks: It allows a company to secure information not

available from other sources.

3.7 SELF ASSESSMENT QUESTIONS

1. Define recruitment and discuss in brief the process of

recruitment.

2. Elaborate the important sources of recruitment.

3. Write in brief the important steps involved in selection process.

60
 4. "Appropriate selection policies and procedures result in

greater efficiency and reduce the training costs as well".

Comment.

3.8 REFERENCES/SUGGESTED READINGS

1. Still, Cundiff, and Govoni, ‘Sales Management’, PHI.

2. Stanton and Spiro, ‘Management of a Sales Force’, McGraw

Hill.

3. Anderson, Joseph, and Bush, ‘Professional

Sales

Management’, McGraw Hill.

4. Roburt J. Calvin, ‘Sales Management’, Tata McGraw Hill.

5. Dalrymple, Cron, and Decarlo, ‘Sales Management’, John

Wiley and Sons.

6. Manning and Reece, ‘Selling Today’, Pearson Education.

61
 SALES TRAINING
STRUCTURE

4.0 Objective

4.1 Introduction

4.2 Sales force training

4.3 Sales force development

4.4 Methods of improving sales-force productivity

4.5 Summary

4.6 Keywords

4.7 Self assessment questions

4.8 References/Suggested readings

4.0 OBJECTIVE

After going through this lesson, you will be able to-

• Discuss the sales force and its training, and development

processes to achieve the objectives and good results in a

business unit.

• Explain the methods of improving the productivity of sales

force.

4.1 INTRODUCTION

For effective operation of selling activities, sale force in terms of

manpower and womanpower is necessary for a business concern. For

attaining predetermined objectives; it is imperative that entire manpower

should be in place. Manpower i.e. in this case salesforce is one of the most

precious resources of a business unit. It takes a lot of years to build-up

and to develop itself for efficient and effective working. As we know that the
62
effective sales organisation is the antipathy of any competitor. However, it

must be emphasised that the Sales-Force can be effective only when the

other ingredients of the Marketing-Mix: product, price, place and

promotion are equally sound and intact. To expect salespeople to become

more productive; it is hardly fair. Each ingredient of this Mix has to be

emphasised equally so that its productivity may be improved. Thus, the

Sales-Force is the infantry that has to visit customers, and/or channels of

distribution to impart information and knowledge; actually obtain orders

from specific customers, and ensure that existing customers are happy

and satisfied with the company and its service provided to them apart from,

of course, looking for new prospects.

4.2 SALES FORCE TRAINING

Training is very much important for salesforce to ensure that the

contents related to the product are described to the potential customer and

exiting customers efficiently and effectively. Generally, training means to

train the employees i.e. to improve their productivity to face the challenges

created by competition. The art of selling lies in presenting the benefits and

multi-uses of the product so that the buyer gets the feeling of satisfaction

to his needs.

Not only, it is expected from a successful salesman that he must be

well informed/intelligent in terms of knowledge but also he must be skilled

in the presentation of information/knowledge of himself. A salesforce

training programme, thus, aims at providing the required knowledge about

the products and the effective ways presentation to the customers in the

market. The nature and scale of both these skills should be specified, in

63
advance, so that the programme so conceived is directed towards

predetermined and definite goals.

The Training-Programme may be for the-newly recruited salesmen

as well as those already in employment with the company to refresh their

knowledge. So, the first task for the Sales Manager/Training Manager is to

set objectives for such type of training programmes. For this purpose, the

first step is to identify the gap between the standard of skills required and

Salesman’s current standard in the organisation/company.

The level, they are supposed to achieve can be known easily by

reference to job specifications. Current-levels of skills, in the case of

existing Salesmen, can be determined through observations of their actual

working i.e., their knowledge about Product, Competition, sellingskills etc.

Though, a good Training-Programme should clearly state what the

Trainees are expected to do, after their Training and the period within

which they should be able to do it. For guidance, the Training Manager,

may include Knowledge-Areas, viz. the Company, its Products, Practices

and Procedures; as well as the Product/Services and their Competition.

The Skill-Areas include (i) Sales-techniques, (ii) Work-Organisation, and

(iii) Reporting-System. Depending on the nature of a Company, there may

be certain other exclusive, supplementary areas, where Training may also

be needed.

After setting the objectives, the Manager has to think about the

following points:

(i) What should be taught?

(ii) Where should it be taught?

64
 (iii) Should who teach it?

(iv) How should it be taught? and

(v) What time should it be taught at?

In the reply of the first question, i.e., what (i.e., contents of the

course), have been explained already. Regarding the second question of

place, normally there are three alternatives: the company’s, factory and

Office, the fields and courses run by outside organisations, e.g., NICEM,

etc. Usually, the best location for training in basics: policies procedures

and processes, knowledge is the place where this type of work is being

actually carried out, e.g. Company’s Head Office. Moreover, the basics of

theoretical-training maybe discussed the staff training room is the best

location. To impart the basic knowledge, the trainees should be assigned

to a senior sales executive. It will be here that the trainee will be able to

appreciate the application of the required kills. And, training may be

integrated with demonstrations and real-life experience in in-plant-

training.

In the response to the question ‘By Whom’, it simply means that the

training should be imparted by different senior sales-executives, who are

specialists in their own areas. Of course, the overall respol1sibility is that

of the sales manager/training manager. By delegating the authority, the

sales manager does not wash-off his hands; he just shares his burden, but

retains overall control. Some big companies have their own training

department and human resource development departments. It pre-

supposes enough number of trainees, to justify specialised staff.

Sometimes, companies also have consultants. But this approach has the

disadvantage of total lack of their knowledge of company’s objectives and

65
needs. External courses are also mostly general in nature. However, a

judicial mix of all the three alternatives, so as to serve best the company’s

needs is advised.

The reply of fourth question depends upon, who is teaching? Every

individual has his own and unique way of teaching/explaining. However,

some basic guidelines may be laid down to serve as instructions of the

training-personnel. Similarly, the last question is at ‘What Time?’ It is

difficult to precisely lay down the specific duration of training. Usually, it

may be between 6-8 weeks in medium to large companies. In between

sessions, there should be adequate breaks. If required, the programme can

go well into the evenings. However, every instructor should avoid too much

of lectures and rather should concentrate on participative-activity, so that

interest in the course is maintained. Another teaching-approach, suitable

to all companies of any size is meet the man behind you. Here, each head

of the department talks with the trainees. In doing so, he makes direct

contact and he befriends them. He tries to self his department to the

trainees. During this type of a lecture, the following points are may be

covered: (i) His job-what he does? (ii) Goals-what his department does

presently? (iii) Innovations- what is scheduled for future? (iv) Needs-what

is needed for his more effective working? (v) Help- how salesmen can help

in effective working? To sum-up, the initial training-programme ends with

the achievement of basic-objectives laid down for it. By this time the trainee

is expected to have acquired basic grounding in (i) product-knowledge, (ii)

the company and (iii) the desired level of skills in sales-techniques, and

maybe considered to be fit to be exposed to actual field conditions, i.e.,

then starts the on-the-job training. It is here, that he applies the principles

enunciated during his training. It is absolutely necessary that the

66
supervisor looks after each new entrant; and ensures their proper

seasoning. Sometimes, a new entrant is assigned to an experienced senior

salesman, for a couple of weeks, so that he gets practical training; before-

assuming charge of his independent territory. It is sometimes said, if the

trainee has not learnt, the trainer has not taught. In fact, it is true;

because, as we know that after a series of tests, analysis etc.; a person of

below average qualities cannot get selected for the job. So, unless the

training-methods are devised and planned well in advance, it would result

in a huge waste of valuable resources of the company. A good training

schedule may be prepared on the basis of ACMEE principle, where’ A’ =

Aim of the

Training; ‘C’ = Content of the Training; ‘M’ = Method of the Training; ‘E’ =

Execution of the training-programme, and ‘E’ = Evaluation. A

TrainingProgramme should be executed scientifically, and a post-

evaluation should be made after each kind of Training.

4.3 SALES FORCE DEVELOPMENT

It is assumed that the newly trained salesmen charge of his territory

after initial-training freely. But, the sales manager must ensure

the ways for their continuous development. The standards of performance

that the salespeople have learnt during their training must be properly

channelised. It has been noticed that even the seniors, with good

performance-records, need assistance, to give continued good

performance. And it must be remembered that the development is a

continuous process and is the key to make the sales-force really more and

more productive/efficient. Development-process could be carried out in

two ways:

67
 (1) Field, i.e., on-the-job training, where sales-executive develops

each individual new-entrant salesman, under his charge,

during his day-to-day working, and

(2) Through sales-meetings, refresher courses and development

programmes, at the office.

Field- training aims at rendering continuous help to the salesman,

to get over his initial difficulties; and perform better on an on-goingbasis.

For this, the sales-executive in-charge has to follow the points:

(i) Compares his charge’s field-performance regularly, (compared

with the set standards) and reasons for variances are

established.

(ii) Weak areas are also identified, and the salesman is educated,

on how to overcome them. The new-entrant salesman is

encouraged to incorporate offered suggestions in his work.

(iii) The weak areas observed by the sales-executive in-charge,

should be tabulated on corporate basis. This will reveal

general weaknesses of initial training, and would help set

objectives of the refresher course for the future. It will also help

in improving the quality of training for future batches.

4.4 METHODS OF IMPROVING SALES-FORCE PRODUCTIVITY

In the ensuing lines, it is tried to explore a few important areas, in

which Marketing- . Oriented Companies can help their sales- force, to act

and perform in a more productive manner.

68
(1) Identifying the Perfect Customer

Every time the company must do the task of personal selling’s sales-

force. The salesman haste call on prospects and tries to convert them into

customers. One of the drawbacks of asking salespeople to carryout a

number of calls-per-period is the danger that one tends to concentrate on

the number, rather than on the quality of calls. However, it is more

sensible, to target one’s effort on a smaller number of better calls. At this

point, they can plan their day in a more effective way, by allowing more of

their time and effort upon A=Excellent or B=Good Customers; some time

on the C=Fair and none on the D=Poor. That would mean that the ‘Call-

rate’ can be better targeted on promisingprospects, and little time is wasted

on contacts, which are less likely to yield results i.e. sales. The preparation

0fahit-list designating levels of attractiveness to potential-customers, can

thus, be a powerful tool to spur productivity, in the selling-effort. In the

case of industrial goods, one can use the standard industrial

classifications (sics), as the basis for categorisation of customers. This is

particularly valuable, if market research has established which

group/class, in the classification, offers promising-pickings. However, the

company may adopt its own basis to suit its unique aims/objectives and

needs. However, some type of selectivity is essential to run the sales- force,

as a tight and effective force. No two bases need be the same. But bear in

mind not to target those customers, whom you’re competitors are in a far

better position of penetrating. As a guide/salesperson, for this basis of

categories, the following points must be considered:

(i) Size of the firm and/or its consumption-level (sales-volume).

(ii) Segments that serve potential-customers.

69
 (iii) The nature of firm’s products, techniques and

productionprocesses.

(iv) The personality of buying-decision-makers and/or their

motivational stimuli (e.g., willing to purchase from .large firms

or from small firms only).

(v) The geographical location of the customers.

2. Understanding the Customer’s Decision-Making Unit

(DMU)

Generally, sales-person deals with a number of customers. In this

process of selling; the main participants are deciders, buyers, influencers,

users, and gatekeepers etc. Each one of these has a role to play, sometimes

supportive and sometimes become barrier. A good salesperson must

understand the way this unit, as a whole, functions, and the respective

roles of each member, thereof. The situation gets further complicated in

the case of large firms, where there are many members in this decision-

making unit (DMU). Each one of them is to be communicated, in one form

or the other. However, it is impractical, inefficient and often positively

imprudent, for the sales-persons to contact them all. It is suggested that

he may contact, the less important or less accessible members of this unit,

through company’s literature, directmailing, exhibitions etc. However, it

must be ensured that:

(i) Every member of the DMU receives the right amount of

information neither too much, nor too little.

(ii) He has to concentrate on the most important and decisive

members of this DMU of the buyer (customer).

70
 (iii) The sales manager may prepare a record about ever] one of

more promising customers, which should include: annual reports and

published accounts; a scrap-book of published material about the firm;

company’s literature and product-specifications; organisational details; a

‘‘who-is-who’’ of the personnel in the company; and ideally, a comparison

of the firm’s performance, with that of its competitors. If this database is

complete and up-to-date, the sales-person would be addressing a customer

about whom his or her knowledge-level is so high, that a true relationship

can easily be forged.

(iv) The sales manager may also prepare a comprehensive list of

DMU’s members, together with the other sub-departments of marketing,

designing and integrated communication programme’ etc. Whatever

selling-technique the sales-person adopts, the aim should be, to target

each member of the DMU, in the most productive and cost-beneficial way,

especially those upon whom they can have maximum impact. In case the

sales-department has a fairly small number of large potential

(key) accounts, we can also prepare an integrated communication

programme with DMU-members of these Companies. It is rather
surprising to note that a large number of firms do not bother to collect the

most elementary information about the client-company, even where the

total catchments market consists of only not more than a couple of dozen

companies.

(3) Learning from the Star Performers

Sales-Force is a heterogenic lot of numerous personalities. That

makes it rather impossible to achieve total homogeneity of behaviour;

attitude; and performances. There are the high-flyers at one extreme, and

sloggers at the other; the former are enthusiastic, creative and effective;
71
1he latter may work hard, but results do not come easily to them. However,

by analysing the level of performance of individual sales-people, one can

easily designate, the top ten percent as the stars; the next twenty percent

as good; the next thirty as adequate; and the remaining forty percent are

treated as ‘problem children’. Once the sales-force has been categorised

into clearly defined Groups, based on their performance quality, ‘one can

ask a simple question:

“What does the ‘Star ‘do, which is so very different from that of

others?” If one could identify, in some detail, how the ‘Star’ behaves, in

front of a “Customer”, the way he (or she) communicates the message,

plans and manages time, uses Sales-Aids etc., one would know how to

develop new training-methods, for the rest of the force. Thus, an insight

would be gained, into the Selling and Buying-Environment, and this

should help in discovering areas, in which Productivity could be improved.

(4) Sales-Meetings (Conferences)

This is another, important avenue for the development of the sales-

force. The “objectives” of such sales-meetings are: (i) training and

development of individuals; (ii) to inform and get the feedbackinformation;

(iii) to stimulate and motivate, and (iv) to provide a common platform for

exchange of experience. A sales meeting to be successful, should have the

following in-built ingredients:

(a) Location: It should be held at a place, where any additional

information, can be easily made available. Company’s Headquarters; Head

Office of the Sales Manager; or that of the Regional Manager, are ideally

suitable. Adequate arrangement should be made for the seating of the

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participants, and proper and “business-like atmosphere” should be

created.

(b) Audience: The level of intelligence of participants should be

considered. This will help in selecting and assigning the subjects for

discussion, to suitable hands.

(c) Agenda: A proper Agenda should be framed, keeping in view

the needs, for which the Meeting is being held. The agenda should be made

known to the participants in advance.

(d) Periodicity: The sales meeting should have a definite

periodicity. National-level sales-meetings/conferences, are usually an

annual affair. This ensures that the participants are well prepared.

(e) Activities: There should be proper allocation of work, so that

each participant knows what to expect from whom. The Convener should

do well to ensure a “participative atmosphere” in the Meeting. A little

‘Creativity’, on his part, will go a long way, in ensuring success of the

meeting.

(5) Kerb-Side Conferences

These conferences aim at a random appraisal of the performance of

a sales-man, and is usually done on a monthly basis, taking a day’s work

into consideration. It should be ensured that (i) the salesman is not calling

on his friendly customers on that day, and (ii) the presence of the

appraiser, does not influence the sales-person’s work-pattern. The

appraiser has to watch the salesman, during the day and keep a mental

note of his strong and weak areas. After the call(s) is/are over the day, the

appraiser and the salesman deferred to a quiet place, where the work is

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systematically appraised; and properly recorded and graded, on an

appraisal-form. It is essential that the agreement of the salesman be

obtained to such an appraisal-form. This will put him in a proper frame of

mind, and he will be receptive to suggestions.

The sequence of this appraisal, could be like this: (i) the appraiser

appreciates the skills that have been employed; (ii) the salesman is now

asked to analyse the call(s), identify the problems not properly tackled, and

reasons thereof; (iii) if the salesman fails to identify his weak areas, even

after questioning, the appraiser tells him about these, in very clear terms;

(iv) once the deficiencies have been isolated, salesman’s concurrence, on

his weaknesses is obtained; (v) the appraiser, then gives instructions, on

how to overcome these weaknesses. The salesman, may in some cases be

asked to rehearse these, to reduce the element of any doubt; (vi) any follow-

up action is then specifically pointed out; (vii) before parting, the appraiser

says a few words of encouragement and concludes on a note of optimism.

Such kerb-side meetings are very useful for the purpose of

increasing the productivity of employees, but heavily depend on the ability

and skills of the appraiser, to pinpoint deficiencies and offer remedial

measures. However, generalities should be avoided, as the process is very

expensive.

(6) Refresher Courses

Generally, the refresher courses are held at the company’s

headquarters, usually once a year. The course-content is usually based on

the feedback-information from (i) company’s activities; (ii) salesexecutives;

(iii) market-intelligence; (iv) sales-meetings/conferences etc.,

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(v) product-development, (vi) technical areas affecting the company etc.

(since the last conference/meeting). Such courses make the sales-force

adequately prepared, periodically, to face the challenges of competition,

with confidence.

(7) Sales Bulletins

Lastly but not least, training and development is also continued

through sales bulletins. It is a good medium to keep the salesman educated

about day-to-day matters of changes/interests. The information reaches

him through the bulletins, while the salespeople are at work, and also

when it is urgently required. No time is lost in waiting for the next sales-

meeting/conference. However, the language used in he bulletins should be

crisp and to the point, so as to arouse the salesman’s interest and is easily

understood by the recipient.

4.5 SUMMARY

The Selling activity is the most important instrument for attaining a

Business-concern’s objectives and good results. So, the whole set-up of the

personnel, which carries it out, is equally important and crucial, for the

success of any undertaking. This set-up is termed as the Sales-Force of an

Enterprise-the most precious resource, and the envy of competitive firms.

It takes many years to build-up and to develop it to do the work efficiently

and effectively. But it can be most effective only when the other

components of the marketing-mix are equally sound and intact. It is the

infantry that visits customers and/or channels of distribution, and

provides the information and knowledge to the potential customers to

obtain orders and ensure that the existing customers are happy and

satisfied with the company and its services provided to them. Every
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wellmanaged, productive and effective sales-force organisation has its

challenging objectives for the overall sales-efforts, for the region and for

each individual of the company. Naturally to achieve the objectives and

good results, a new entrant needs training (theoretical and practical).

Before this selection of the new recruits must be done with the

consideration of job-analysis, description and specification respectively.

Because, these steps relates to is the quality and quantity of the salesforce.

The work of training new entrants does not end when the

theoretical training is over. Next is the in-job training, when new entrants

are assigned to experienced sales-executives, for practical training? This is

essential for his all-round development. Finally, there is the most difficult,

but most vital aspect, of the whole training-programmes. It is to improve

the overall productivity of the total sales-force. To improve the productivity

of the employees it is very important to identifying the perfect customer,

his decision-making unit (DMU), and learning from star-performers.

Further, national and regional conferences and sales bulletins etc. Also

help in this process/activity.

4.6 KEYWORDS

DMU: Sales persons deals with a number of customers– deciders,

buyers, influencers, users etc. This concept of Decision Making Unit

suggests that sales personnel must understand the way this unit, as a

whole, functions.

Star Performers: Sales force is heterogenic lot of numerous

personalities. Star performers are the top lot of sales force based on

performance.

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 Sales Force: Common nomenclature for sales personnel, sales

executive, salesman etc.

Sales Bulletins: It is a medium to keep salesman educated about

day-to-day matters of interests for their development.

4.7 SELF ASSESSMENT QUESTIONS

1. What do you mean by sales-person and sales-force? How these

two have become so important in success of firm?

2. What are the objectives of a sales-organisation? What are their

essential requirements? How would you set them, as a sales

manager, of a cotton textile company?

3. Explain the following:

(i) Recruitment and selection of a sales-force, its

importance and the processes.

(ii) Job-requirements of a salesman.

(iii) Kerb-side conferences;

(iv) Refresher courses, conferences and sales bulletins; their

use and importance.

4. How to improve sales-force’s productivity. Explain.

5. “A well-organised and developed sales-force is the envy of your

competitors.” Comment and discuss, with examples.

4.8 REFERENCES/SUGGESTED READINGS

1. Still, Cundiff, and Govoni, ‘Sales Management’, PHI.

2. Stanton and Spiro, ‘Management of a Sales Force’, McGraw

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 Hill.

3. Anderson, Joseph, and Bush, ‘Professional

Sales

Management’, McGraw Hill.

4. Roburt J. Calvin, ‘Sales Management’, Tata McGraw Hill.

5. Dalrymple, Cron, and Decarlo, ‘Sales Management’, John

Wiley and Sons.

6. Manning and Reece, ‘Selling Today’, Pearson Education.

COMPENSATION AND MOTIVATION OF SALES

PERSONNEL
STRUCTURE

5.0 Objectives

5.1 Introduction

5.2 Requirements of a good sales compensation plan

5.3 Devising a sales compensation plan

5.4 Types of compensation

5.5 Factors influencing compensation

5.6 Dimensions of sales motivation

5.7 Importance of motivation

5.8 Motivation theories

5.9 Motivational tools

5.10 Summary
5.11 Keywords

5.12 Self assessment questions

5.13 References/Suggested readings
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5.0 OBJECTIVES

After going through this lesson, you will be able to-

• Explain the importance of compensation and motivation.

• To know the types of compensation and factors influencing

it.

• Discuss the need for motivating sales personnel and

motivational tools.

5.1 INTRODUCTION

Successful sales managers have three primary concerns in

managing the sales force- attracting outstanding salespeople, motivating

them to work both effectively and efficiently, and holding on to good sales

people. Among the most important tools for accomplishing these three

objectives is the organisation’s compensation plan. The sales force of any

company needs to be compensated adequately to keep its morale high and

to enable it to contribute to its maximum. A sales force is the representative

of the company’s philosophy and business principles. The building and

maintenance of sales force is possible through proper compensation plan.

Motivation is derived from the Latin term ‘movere’ meaning ‘to move’.

Motivation stimulates the movement of an individual. It can be defined as

a dynamic process set in motion by creating or arousing internal needs

that activate goal-directed efforts and determine their intensity and

persistence. In simple words motivation is goal-directed behaviour,

underlying which are certain needs or desires. It is generally regarded as

the process of getting people to work towards the achievement of an

objective. Sales force cannot be controlled, administered in the way factory

workers can be monitored. The salesforce is required to be self starters,

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highly ambitions, result oriented and gogetters. Thus, the salesforce has

to be kept highly motivated and committed.

5.2 REQUIREMENTS OF A GOOD SALES COMPENSATION

PLAN

A good sales compensation plan meets seven requirements. First, it

provides a living wage, preferably in the form of a secure income.

Individuals worried about money matters do not concentrate on doing their

jobs well. Second, the plan fits with the rest of the motivational program-

it does not conflict with other motivational factors, such as the intangible

feeling of belonging to the sales team. Third, the plan is fair-it does not

penalize sales personnel because of factors beyond their controlwithin the

limits of seniority and other special circumstances, sales personnel receive

equal pay for equal performance. Fourth, it is easy for sales personnel to

understand- they are able to calculate their own earnings. Fifth, the plan

adjusts pay to changes in performance. Sixth, the plan is economical to

administer. Seventh, the plan helps in attaining the objectives of the sales

organization.

5.3 DEVISING A SALES COMPENSATION PLAN

Whether contemplating major or minor changes or drafting a

completely new sales compensation plan, the sales executive approaches

the project systematically. Good compensation plans are built on solid

foundations. A systematic approach assures that no essential step is

overlooked.

The first step is to re-examine the nature of the sales job. Up-todate

written job descriptions are the logical place to start. Other aspects of

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company operations are considered in relation to their impact upon the

sales job. Sales department objectives are analyzed for their effect on the

salesperson’s job. The impact of sales-related marketing policies is

determined. Distribution policies, credit policies, price policies, and other

policies affect the salesperson’s job. Current and proposed advertising and

sales promotional programs assist in clarifying the nature of the

salesperson’s goals, duties, and activities.

Most large companies, and many smaller ones, use job evaluation

system to determine the relative value of individual jobs. Job evaluation

procedure is not scientific; it is an orderly approach based on judgement.

It focuses on the jobs, without considering the ability or personality of

individuals who do the work. Its purpose is to arrive at fair compensation

relationships among jobs.

Traditionally, sales executives have opposed using formal job

evaluations to determine the compensation levels of sales personnel. They

contend that compensation levels for sales personnel are more closely

related to external supply-and-demand factors than to conditions inside

the company.

Because compensation levels for sales personnel are related to

external supply-and-demand factors, it is important to consider prevailing

compensation patterns in the community and industry. Management

needs answers to four questions- (1) What compensation systems are being

used? (2) What is the average compensation for similar positions? (3) How

are other companies doing with their plans? and (4) What are the pros and

cons of departing from industry or community patterns?

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 A programme for setting compensation of sales personnel is sound

only if it considers the relation of external compensation practices to those

of the company. Effective sales executives maintain constant vigilance

against the possibility that the pay of sales personnel will get out of line

with that paid for similar jobs in the community or industry.

Management must determine the amount of compensation

salesperson should receive. Although the compensation level might be set

through individual bargaining, or on an arbitrary judgement basis, neither

expedient is recommended. Management should ascertain whether the

caliber of the present sales force measures up to what the company would

like to have. Management weights the worth of individual persons through

estimating the sales and profit that would be lost if particular salespeople

resigned. Another consideration is the compensation amount the company

can afford to pay.

A sales compensation plan has as many as four basic elements: (1)

a fixed element, either a salary or a drawing account, to provide some

stability of income; (2) a variable element (for example, a commission,

bonus, or profit-sharing arrangement), to serve as an incentive; (3) an

element covering the fringe or “plus factor”, such as paid vacations,

sickness and accident benefits, life insurance, pensions, and the like; and

(4) an element providing for reimbursement of expenses or payment of

expense allowances. Not every company includes all four elements.

Management selects the combination of elements that best fits the selling

situation.

Management should consult the present sales personnel.

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Management should encourage sales personnel to articulate their likes and

dislikes about the current plan and to suggest changes in it. Criticisms

and suggestions are appraised relative to the plan or plans under

consideration.

For clarification and to eliminate inconsistencies the tentative plan

is put in writing. Then it is pre-tested. The amount of testing required

depends upon how much the new plan differs from the one in use. The

greater the difference, the more thorough is the testing. Pretests of

compensation plans are almost always mathematical and usually

computerized.

The plan is then revised to eliminate trouble spots or deficiencies. If

alternations are extensive, the revised plan goes through further pretests

and perhaps another pilot test.

At the time the new plan is implemented, it is explained to sales

personnel. Management should convince them of its basic fairness and

logic. The sales personnel are made to understand what management

hopes to accomplish through the new plan and how this is to be done.

Details of changes from the old plan, and their significance require

explanation. Provisions for follow-up are made. From periodic checkups,

need for further adjustment is detected. Periodic checks provide evidence

of the plan’s accomplishments, and they uncover weaknesses needing

correction.

5.4 TYPES OF COMPENSATION

Direct: The direct compensation package for a salesman is more or

less the same in all companies. However, as you must have also seen in

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your experience, a company employing technical person as salesman for

selling, say, industrial or electronic products may offer a high basic salary.

Sometimes, when the product is in the introductory stage the function of

the salesman is to create new markets and make customers understand

how to use the product as in the case of a new consumer durable product

like vacuum cleaners of a new electronics products used by certain

industries; the basic salary of the salesman may be on the higher side. The

direct compensation package of a salesperson thus consists of the basic

pay plus allowances covering all travel and entertainment expenses etc. In

case, the salesman has to stay overnight his boarding and lodging

allowances are also provided for. The basic salary and other allowances are

revised from time to time. They also increase with promotion of the

salesman.

Indirect: It consists of financial as well as non-financial incentives.

Financial incentives

(i) Salary plus commission on sales above a certain amount-

Herein, the salesman receives direct salary and a commission

in addition to it. Every salesman is assigned a fixed quota. The

commission is awarded on achievement of the targeted quota.

A fixed percentage of sales achieved over and above the target

is also set. This type of compensation scheme ensures a direct

salary as well as an in-built motivation system through

incentives.

(ii) Salary plus share in profits- This is not a very prevalent

method. It is generally suggested for a company selling high

value items with high profit margins. The incentive here is

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 based on profits earned. The selling expenses to sell a product

may also be large and this is incorporated in the profit sharing

scheme as it acts as a control mechanism. Also salespeople

working to obtain contracts are generally given a share in

profits rather than awarded on direct sales.

Non-financial incentives

(a) Training programme- Most companies offer training

programmes for their salesmen. On an average a salesman has

to undergo a training course every one or two years. These

programmes enable interaction between salesmen of different

territories as well as provide them with latest developments in

the field. These training programmes are viewed as an indirect

benefit by the salesmen.

(b) Awards, recognitions and prizes- In addition to training

programmes the award ceremonies for outstanding

achievements in sales are held in exotic locations like hill

stations or five-star hotels. The awards are presented through

foreign dignitaries or important people in the field,

thus providing the salesman with the much needed

recognition.

5.5 FACTORS INFLUENCING COMPENSATION

Although the basic structure of a compensation plan may be similar

across the companies, some factors do predominantly shape the structure

of the company’s compensation plan.

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The relation with product life cycle

The amount of selling effort is directly related with the stage at which

a product is in its life cycle. The compensation structure is a function of

selling effort. When the product is in the introductory stage the company

needs a dynamic salesforce which can establish the product in the desired

market. The salesforce must be enterprising, willing to travel, take

criticism easily, have a good knowledge of the product, have good

communication skills and last but not the least, have tremendous stamina

to work. To keep such a salesforce motivated, adequate compensation is

the basic need.

In the growth stage, the motivation of the salesforce has to be

sustained to exploit all the opportunities available in the market. They have

to approach the market with renewed vigour. At this point indirect

compensation schemes which are incentive linked play an important role.

When the product has firmly established itself, the salesforce also needs a

break from the monotony. Other indirect benefits like training programmes

in good environmental locations; foreign trips for training and

understanding markets; promotions to much responsible positions are the

requirements at this stage.

When the product is in the decline stage some fresh incentive

schemes may be introduced in the compensation scheme to generate fresh

interest in the product. The number of people involved with the product

has also to increase marginally.

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Compensation related with demographic characteristic

The compensation package preferred by the salespeople depends

upon their demographic characteristics also. Their age and size of family

or number of dependents play an important part in the preference for a

basic salary and/or incentives. However, this cannot be generalized and

depends largely on the individual.

Role of selling in marketing strategy of the company, and

competitor’s practices are other important factors influencing

compensation.

5.6 DIMENSIONS OF SALES MOTIVATION

Motivational effort is generally thought to include three dimensions-

intensity, persistence, and choice. Intensity refers to the amount of effort

the salesperson expends on a given task; persistence refers to how long the

salesperson will continue to put forth effort; and choice refers to the

salesperson’s choice of specific actions to accomplish job-related tasks. For

example, a salesperson may decide to focus on a particular customer

(choice). He may increase the number of calls he makes on this customer

(intensity) until he gets the first order (persistence). The choice of a specific

action may affect the intensity and persistence. Likewise, intensity and

persistence may affect the choice of specific actions.

The sales job consists of a large variety of complex and diverse tasks.

Because of this, it is important that the sales person’s efforts be channeled

in a direction consistent with the company’s strategic plan. Therefore, the

direction of the salesperson’s effort is as important as the intensity and

persistence of that effort.

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5.7 IMPORTANCE OF MOTIVATION

The nature of the sales job, the individuality of salespeople, the

diversity of company goals, and the continuing changes in the marketplace

make motivating sales persons a particularly difficult and important task.

Unique nature of the sales job- Salespeople experience a wonderful

sense of exhilaration when they make a sale. But they must also frequently

deal with the frustration and rejection of not making the sale. Even very

good sales person does not make every sale. Also, while many customers

are gracious, courteous, and thoughtful in their dealings with salespeople,

some are rude, demanding, and even

threatening.

Salespeople spend a large amount of time by themselves calling on

customers and travelling between accounts. This means that most of the

time they are away from any kind of support from their peers or leaders,

and they often feel isolated and detached from their companies.

Consequently, they usually require more motivation than is needed for

other jobs to reach the performance level management desires.

Individuality of salespeople- Sales people have their own personal

goals, problems, strengths, and weaknesses. Each sales person may

respond differently to a given motivating force. Ideally, the company should

develop a separate motivational package for each sales person; but a totally

tailor-made approach poses major practical problems. In reality,

management must develop a motivational mix that appeals to a whole

group but also has the flexibility to appeal to the varying individual needs.

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 A related point is that the sales people themselves may not know

why they react as they do to a given motivator, or they may be unwilling to

admit what these reasons are. For example, a salesperson may engage in

a certain selling task because it satisfies his ego, rather than admit this,

however, he will say that he is motivated by a desire to serve his customers.

Diversity in company goals- A company usually has many diverse

sales goals, and these goals may even conflict with each other. One goal

may be to correct an imbalanced inventory and another may be to have the

sales force to missionary selling to strengthen long-term customer

relations. These two goals conflict somewhat and require different

motivating forces. With diverse goals such as these, developing an effective

combination of motivators is difficult.

Changes in market environment- Changes in the market

environment can make it difficult for management to develop the right mix

of sales force motivational methods. What motivates sales people today

may not work next month because of changes in market

conditions. Conversely, sales executives can face motivational problems

when market conditions remain stable for an extended period of time. In

this situation, the same motivators may lose their effectiveness.

5.8 MOTIVATION THEORIES

Researchers in the behavioural sciences have shown that all human

activity is directed toward satisfying certain needs and reaching certain

goals. How sales-people behave on the job is directly related to their

individual needs and goals. Thus, some individuals will behave differently

and will be more successful because of different motivational patterns.

Many people feel that individual motivation is dependent upon whether or

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not salespersons find something in the job that is personally motivating for

them. Therefore, the job of the sales manager must be redefined, with

greater emphasis placed upon understanding and accepting the idea of

how motivation works. The sales manager is responsible not only for

motivating the sales force per se but also for counseling each salesperson

individually to find the source of that person’s self-motivation.

Maslow’s Need Theory

Maslow’s well-known theory contends that people are motivated by

a “hierarchy” of psychological growth needs. Relative gratification of the

needs at one level activates the next-higher order of needs. The hierarchy-

of-needs theory implies that salespeople come to their jobs already

motivated and that they only need the opportunity to respond to the

challenges of higher-order needs. The following Exhibit presents the order

of priority of the needs individuals seek to fulfill and the needs sales

managers must consider.

EXHIBIT: HIERARCHY OF HUMAN NEEDS AND THEIR IMPLICATIONS

FOR SALES MANAGERS

Maslow’s Hierarchy Salesperson’s Needs Sales Manager’s Task

Self-actualization needs
Self-development Provide greater freedom,
Creativity self-development workshop
Self-fulfillment

Esteem needs
Recognition Status Provide greater job responsibilities, promotion
opportunities, public recognition for
achievements

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Social needs
Social interaction Maintain close
Friendship relationships with sales
Acceptance among peers force
and superiors Sales meetings
Newsletters, memoranda, etc.
Safety needs
Freedom from worry about Provide a balanced package
security of jobs, incomes, of fringe benefits medical expenses, etc.

Physiological needs Food, shelter, overall Be aware of general health

health, etc. and living conditions of
sales force

Sales managers applying need theory should keep in mind its two

major premises:

• The greater the deprivation of a given need, the greater its

importance and strength.

• Gratification of needs at one level in the hierarchy activates

needs at the next-higher level.

Sales managers must keep track of the level of needs most important

to each salesperson, from the beginning trainee to the senior sales

representative. Before salespeople become stagnated at one level, they

must be given opportunities to activate and satisfy higher-level needs if

they are to be successfully motivated toward superior performances. Since

various salespeople are at different need levels at any one time, sales

managers have to retain their sensitivity to the evolving needs of individual

sales person through close personal contact with each member of the sales

force.

Motivator-Hygiene Theory: Herzberg’s classic research studies

found two types of factors associated with the satisfaction or

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dissatisfaction of employees. Sources of satisfaction are called motivators

because they are necessary to stimulate individuals to superior efforts.

They relate to the nature or content of the job itself and include

responsibility, achievement, recognition, and opportunities for growth and

advancement. Sources of dissatisfaction are called hygiene factors because

they are necessary to keep employee performance from dropping or

becoming unhealthy. They comprise the environment, include salary,

company policies and administration, supervision, and working

conditions.

According to Herzberg’s theories, to improve productivity, sales

managers must maintain hygiene factors (pleasant work environment)

while providing motivators (job enrichment) for the sales force. Here are

some examples of job enrichment:

Give salespeople a complete natural unit of work responsibility and

accountability (e.g. specific customer category assignments in a designated

area).

Grant greater authority and job freedom to the salespeople in

accomplishing assignments (e.g., let salespeople schedule their time in

their own unique way as long as organizational goals are met).

Introduce salespeople to new and more difficult tasks and to

challenges not previously handled (e.g., opening new accounts, selling a

new product category, or being assigned a large national account).

Assign salespeople specific or specialized tasks enabling them to

become experts (e.g., training new salespeople on “how to close a sale”).

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 Send periodic reports and communications directly to the salesperson

instead of forwarding everything via the sales supervisor. (Of course, the

supervisor must be informed about what information the salespeople are

receiving).

Achievement Theory: Research by McClelland and his associates

confirmed that some people have higher achievement needs than others;

they labeled such persons “achievement oriented”. Children who are given

greater responsibilities and trusted from youth to do things on their own

are more likely to have achievement-oriented profiles. Achievementoriented

people readily accept individual responsibility, seek challenging tasks, and

are willing to take risks doing asks that may serve as stepping stones to

future rewards. These individuals receive more satisfaction from

accomplishing goals and more frustration from failure or unfinished tasks

than the average person. Any achievement-related step on the

“success path” may include rewards (positive incentives) or threats

(negative incentives). A path is contingent if the individual feels that

immediate success is required in order to have the opportunity to continue

toward further successes and that immediate failure causes loss of the

opportunity to continue on the path. If immediate success or failure has

no effect on the opportunity to continue on the path toward future success

or failure, the path is noncontingent.

Sales managers need to identify the achievement-motivated

salespeople and then give them personal responsibility for solving definable

problems or achieving certain goals. Frequent, specific feedback is also

essential so that these sales-people can know whether they are successful

or not. Managers may have to temper negative feedback because

achievement-motivated people may resign if they feel that they are going to

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be unsuccessful. Finally, competition among such salespeople can become

cut-throat and damaging to the organization unless carefully monitored

and controlled.

Contrasted with these achievement-oriented individuals, affiliative

people are not as competitive nor are they as anxious about uncompleted

tasks; they require only general feedback regarding goal achievement.

Affiliative types like to work in groups and want to be accepted by others.

They are less self-centered, usually help bind the group together, and are

less able to tolerate traveling jobs involving long periods of solitude.

Although salespeople generally exhibit traits of both task

achievement and group affiliation, it is up to the sales manager to learn

the dominant needs of individual salespeople in order to devise specific

strategies for motivating them.

Inequity theory: According to the inequity theory of motivation,

people compare their relative work contributions and rewards with those

of other individuals in similar situations. As “positive-thinking” minister

and author Robert Schuller says: “Many people hear through their peers,

not their ears”. Inequity is experienced when a person feels either

underrewarded or overrewarded for his or her contribution relative to that

of others. The stronger the feeling of inequity, the stronger the drive to

reduce tension. Although individuals may respond in unique ways to

inequity, most people who feel underpaid or underrewarded, relative to

others making similar contributions, tend to decrease their work efforts:

people who feel overpaid tend to increase their efforts. People may also

reduce their inequity tensions by distorting their perceptions of their

rewards and contributions versus those of others. Finally, individuals may

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leave a perceived inequitable situation by quitting the job or changing the

comparison group.

According to inequity theory, it is important that sales managers

learn how individual sales representatives feel about the equity of their

contributions and rewards compared with those of others. If inequity is

perceived by some of the salespeople, the sales manager needs to correct

the situation if inequity really does exist or help the salespeople reduce

tensions by altering their perceptions of the comparison group’s relative

contributions and rewards.

Role clarity: Donnelly and Ivancevich contend that one of the most

important needs of salespeople is role clarity, or a concept of exactly what

their job entails. Because salespeople often lack sufficient job knowledge,

must deal across departmental boundaries, and are challenged by complex

problems requiring innovative solutions, precisely defined goals and clear

role expectations can be motivational. Empirical research with salespeople

correlates increased role clarity with greater job interest, more opportunity

for job innovation, less work tension, more job satisfaction, and a lower

propensity to leave. Salespeople usually want and need more information

about what is expected of them and how they will be evaluated.

Clearly written job descriptions and management-by-objectives

(MBO) conferences that set precise goals (mutually agreed upon by the

salesperson and sales manager) can have important motivational effects

and stimulate job satisfaction. Clarifying the role expectations for

salespeople by individualizing achievement plants and providing a

continuous flow of helpful information will consume significant amounts

of sales management time. But this seems to be one of the least

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complicated, least expensive, and surest ways of obtaining higher sales

force productivity.

5.9 MOTIVATIONAL TOOLS

The simple motivational tools of early years such as only financial

benefits prove to be a poor method of motivation beyond physiological and

safety needs satisfaction on account of the unique aspects of a

salesperson’s job. The non-financial incentives, become an important

component of motivation. Some of the factors that make a special mark on

salesforce motivation are discussed below.

1. Meeting between manager and salesforce- These are highly

regarded by sales managers in the motivation of their sales

teams. This provides opportunity to managers to meet their

salesforce in the field, at head office and at the sales

meetings/conventions. This provides a number of

opportunities for improving motivation. These meetings allow

the sales manager to understand the personality, needs and

problems of each salesperson.

2. Clarity of job- Clarity of job and what is expected from the

salesperson is a great motivator. The objectives when duly

quantified and well defined, properly connected and linked

with the reward and recognition serve as source of

motivation to the salesperson.

3. Sales targets or quotas- If a sales target or quota is to be

effective in motivating a salesperson, it must be regarded as

fair and attainable and yet offer a challenge to him. Because

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 the salesperson should regard the quota as fair, it is usually

sensible to allow him to participate in the setting of the quota.

4. Sales contest- The sales contest is an important tool to

motivate salesperson. The purpose of the sales contest varies

widely. It may encourage a higher level of sales in general, to

increase the sales of a slow-moving product or to reward the

generation of new customers. It provides an incentive to show

better performance and secure more satisfactory

results.

5. Sales conventions and conferences- These are the devices of

group motivation. They provide opportunities for salesperson

to participate, gain social satisfaction and express their views

on matters directly affecting their work. They promote team

work, dissolve social barriers, inspire and raise salesperson’s

morale. Most of the companies in India are now-a-days

adopting this method to motivate their

salesforce.

6. Positive affect- The positive affect method is also an

important techniques for motivating the salesforce to their

best. The proper application of praise, positive feedback, and

human warmth and understanding can impel others to

perform up to their capabilities. This must be done in a

genuine way and not be perceived as overtly-self serving.

7. Leadership style of the manager- Leadership style of the

manager plays an important role in motivating the

salesperson. Inspirational leadership, which refers to

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 influence through referent power. Identification or charismatic

charm is an important tool in the motivational strategy of the

management.

8. Freedom to work- In order to perform the onerous duties and

responsibilities, the salesperson must be given a reasonable

amount of freedom and discretion in performing their job.

Discretion and freedom may be accomplished by allowing

salesperson to develop their own call patterns, more control

over the types of promotional packages that are offered to their

customers etc. Freedom or autonomy satisfies the

psychological needs and is like power pay (which is a reward),

making the job of salesperson more important in the

organization.

9. Reward and recognition- Although sales quotas, sales

contests, conventions and conferences have positive carry over

effects, these are short lived techniques of motivating

salesmen. On the other hand reward and recognition on

salesperson accomplishments are more enduring and

relatively economic methods of motivation. Some of the ways

to extend recognition and honour to salesperson include

conferment upon the title of “salesman of the month/year”.

Congratulation telegrams from members of top management,

sales trophies, offering membership of social clubs, mention in

company newsletter, certificate etc.

10. Persuasion- One of the more common and recommended

forms of inducing high levels of motivation is through

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 persuasion. In this situation, managers use rational

arguments to convince salesperson that it is in their own best

interests to act in preferred way. Persuasion has the advantage

of getting people to conclude that their actions were performed

out of their own free will. This leads to higher levels of self

direction than reward or coercive modes of influence where one

perceives he or she acts more as a function or external

compulsion than internal volition.

5.10 SUMMARY

The sales compensation plan is an essential part of the total program

for motivating sales personnel. The basic sales compensation elements

(salary, commissions or combination of both) should be in amount large

enough to provide the living wage and sufficiently flexible to adjust for

changes in job performance. Motivating sales people is an important aspect

of sales force management. Sales personnel require additional motivation

because of inherent nature of the sales job, role conflicts, the natural

tendency towards apathy, and difficulties in building group identity.

Implementing motivational efforts requires that sales executives be skilled

leaders, rather than drivers, of sales personnel. Satisfactory job

performance develop out of deep understanding of motivational forces and

processes, effective leadership, two way communications, and effective

handling of relationships.

5.11 KEYWORDS

Compensation: It is sum total of financial and non-financial benefits

provided to sales force in lieu of their services provided to organisation.

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 Motivation: It is goal directed behaviour of sales force in any

organisation. It stimulates the movement and work of an individual.

PLC: Product Life Cycle is the journey of any product from the stage

of its introduction to decline. It depicts the life span of a product.

5.12 SELF ASSESSMENT QUESTIONS

1. Discuss the importance of compensation plan for sales

personnel and write the components of a compensation plan.

2. Elaborate the importance of motivation for sales force and

discuss in brief the important tools of motivation.

3. Discuss the factors influencing compensation plan for sales

force.

5.13 REFERENCES/SUGGESTED READINGS

1. Still, Cundiff, and Govoni, ‘Sales Management’, PHI.

2. Stanton and Spiro, ‘Management of a Sales Force’, McGraw

Hill.

3. Anderson, Joseph, and Bush, ‘Professional

Sales

Management’, McGraw Hill.

4. Roburt J. Calvin, ‘Sales Management’, Tata McGraw Hill.

5. Dalrymple, Cron, and Decarlo, ‘Sales Management’, John

Wiley and Sons.

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6. Manning and Reece, ‘Selling Today’, Pearson Education.

101
 SALES QUOTA
STRUCTURE

6.0 Objectives

6.1 Introduction

6.2 Purpose of the Sales Quota

6.3 Types of quotas

6.4 Procedure for setting sales volume quota

6.5 Characteristics of a good quota system

6.6 Summary

6.7 Keywords

6.8 Self assessment questions

6.9 References/Suggested readings

6.0 OBJECTIVES

After going through this lesson, you will be able to- •

Describe purpose and importance of sales quota.

• Explain the types of sales quota and procedure for setting it.
• Discuss the characteristics of good quota system.

6.1 INTRODUCTION

A sales quota is a quantitative goal assigned to a sales unit for a

specific period of time. A sales unit may be a sales person, territory, branch

office, region or distributor. Sales quotas are used to plan, control and

evaluate selling activities of a firm. As standards for appraising selling

effectiveness, quotas specify desired performance levels for sales volume,

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expenses, gross margin, net profit, selling and non-selling activities, or

some combination of these items. Sales quotas provide a source of

motivation, a basis for incentive, compensation, standards for performance

evaluation of sales person and uncover the strengths and weaknesses in

the selling structure of the firm.

Quotas are devices for directing and controlling sales operations.

Their effectiveness depends upon the kind, amount, and accuracy of

marketing information used in setting them, and upon management’s

skills in administering the quota system. For effective results, quotas are

designed on the basis of information derived from sales forecasts, studies

of market and sales potentials, and cost estimates. Accurate data are

important to the effectiveness of a quota system, but, they are not

sufficient; judgement and administrative skills are required of those with

quota setting responsibilities. Soundly administered quotas based on

thorough market knowledge are effective devices for directing and

controlling sales operations.

6.2 PURPOSE OF THE SALES QUOTA

(i) To provide standards for evaluating performance: Quotas

provide a means for determining which sales personnel,

territory, other units of sales organisation, or distributive

outlets are doing average, below average, or above average job.

They are yardsticks for measuring sales performance.

Comparisons of quotas with sales performance identify weak

and strong points, but management must dig deeper to

uncover reasons for variations.

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(ii) To furnish goals and incentives for the sales force: Quotas

provide salespersons, distributive outlets and others engaged

in selling activities, goals and incentives to achieve certain

performance level. Many companies use quotas to provide

their salesforce the incentives of increasing their

compensation through commissions or bonus if the quota is

surpassed and/or recognised for superior performance.

Needless to say, to be true motivators, sales quota should be

perceived as being realistic and attainable and to an extent

surpassable.

(iii) To control salespeople’s activities: Quotas provide an

opportunity to direct and control the selling activities of sales

persons. Sales persons are responsible for certain activities

e.g. customer calls per day, calling on new accounts, giving a

minimum number of demonstrations and realisation of firm’s

account. If the sales people fail to attain these quotas, the

company can take corrective action to rectify the mistake.

(iv) To evaluate the productivity of sales people: Quotas

provide a yard-stick for measuring the general effectiveness of

sales representatives. By comparing salespersons’ actual

results with set quotas the areas of activities are determined

where the salesforce need help for improving productivity.

(v) To control selling expenses: Quotas are also designed to

keep selling expenses within limits. Some companies

reimburse sales expenses only upto a certain percentage of

sales quota. Others tie expenses to the salesperson’s

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 compensation in order to curb wasteful expenditure. Expense

quota helps companies to set profit quotas.

(vi) To make effective compensation plan: Quotas play an

important role in the company’s sales compensation plan.

Some Indian companies follow the practice that their

salespersons will get commission only when they exceed their

assigned quotas. Companies may also use attainment of the

quotas in full or in part as the basis for calculating the bonus.

If the salesperson does not reach the minimum

desired quota, he will not be entitled for any bonus.

(vii) To evaluate sales contests results: Sales quotas are used

frequently in conjunction with sales contests. Companies

mostly use ‘performance against quota’ as the main basis for

giving away awards in sales contests. Sales contests are more

powerful incentives if all participants feel they have a more or

less equal chance of winning by basing awards on percentage

of quota fulfilment which is a common denominator. Hence, it

causes average salesperson to turn into above average

performers.

6.3 TYPES OF QUOTAS

Differences in forecasting and budgeting procedures, management

philosophy, selling problems, and executive judgment, as well as variations

in quota-setting procedures, cause each firm to have somewhat unique

quota. Ignoring small differences, however quotas fall into four categories:

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(i) Sales volume quota: The most commonly used quotas are

those based on sales volume. This type of quotas are set for an

individual sales person, geographical areas, product lines or

distributive outlet or for only one or more of these in

combination. Sales volume quotas are also set to balance the

sales of slow moving products and fast moving products or

between various categories of customers per sales unit. The

sales volume quota may be set in terms of units of product

sales, or rupee sales or both on overall as well as productwise

basis.

Some companies combine these two and set quota on the point

basis. Points are awarded on the attainment of a certain

specific level of sales in units and rupee terms for each

product/customer. For example: A company might consider

Rs. 1000 equal to 1 point, Rs. 2000 equal to 2 points and so

on. At the same time company may award 3 points for unit

sales of product A and 5 points-for unit sales product B.

Companies use this type of approach generally because of

problems faced in implementing either rupee sales volume or

unit sales volume quota. Unit sales volume quotas are found

useful in market situations where the prices of the products

fluctuate considerably or when the unit price of the product is

rather high. Rupee sales volume quotas are found suitable in

the case of sales force selling multiple products to one or

different types of customers.

(ii) Financial or budget quotas: Financial or budget quotas are

determined to attain desired net profit as well as to control the

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sales expenses incurred. In other words, it is set for various

units in the sales organisation to control expenses, gross

margin, or net profit. The intention in setting financial quota

is to make it clear to sales personnel that this jobs consist

something more than obtaining sales volume. It makes

personnel more conscious that the company is in business to

make a profit. Expense quotas emphasize keeping expenses in

alignment with sales volume, thus indirectly controlling gross

margin and net profit contribution. Gross margin or net profit

quotas emphasize margin and profit contributions, thus

indirectly controlling sales expenses.

Expense quotas: In order to make the salesforce conscious of

the need to keep selling costs within reasonable limits, some

companies set quota for expenses linked to different levels of

sales attained by their salesforce. And to ensure its conformity

they even link compensation incentives to keep expenses

within prescribed limits. Since sales are the result of the

selling tasks performed which vary across sales territories, it

is not easy to determine expense quotas as percentage of sales

in a uniform manner. Also very strict conformity to expense

quota norms result in demotivation of salesforce. As such

expense quota is generally used as a supplement to other

types of quotas.

Net profit quotas: Net profit quotas are particularly useful in

multiproduct companies where different products contribute

varying level of profits. Its emphasis is on the salesforce to

make right use of their time. It is important for the

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 management to ensure that its sales force donot spend more

time on less profitable products, because the salespersons are

costing the company the opportunity of earning higher profits

from their high margin products. In other words, it should

ensure that its salespersons spend their maximum time on

more profitable customers. The objective can be achieved by

setting a quota on net profit for its salesforce, and thus,

encouraging them to sell more of high margin products and

less the low margin products.

(iii) Activity quotas: Good performance in competitive markets

requires the salesforce to perform the sales as well as market

development related activities. The latter activities have long

term implications on the goodwill of the firm.

To ensure that such important activities get performed, some

companies set quotas for the salesforce in terms of various

selling activities to be performed by them within a given period.

Finally the company must set a target level of performance for

the sales persons. Some of the common type of activity quotas

prevalent in Indian firms are as under:

• Number of prospects called on

• Number of new accounts opened

• Number of calls made for realising company’s account

• Number of dealers called on

• Number of service calls made

• Number of demonstrations made

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 The chief merit of activity quota lies in its ability to direct the sales

force to perform the urgent selling activities and important

non-selling but market development related activities in a

balanced and regular manner.

(iv) Combination Quotas: Depending upon the nature of product

and market, selling tasks required to be performed as well as

selling challenges facing the company, some companies find it

useful to set quotas in combination of the two or three types

discussed above. Rupee sales volume and net profit quotas or

unit sales volume and activity quota in a combined manner

are found in common use in a large number of consumer and

industrial products companies in India.

6.4 PROCEDURE FOR SETTING SALES VOLUME QUOTA

(i) Quotas based on sales potential: One common practice in quota

setting is to relate quotas directly to the territorial sales

potentials. These potentials are the share of the estimated total

industry sales that the company expects to realise in a given

territory. A sales volume quota sums up the effort that a

particular selling unit should expend. Sales potential

represents the maximum sales opportunities open to the same

selling unit. Many companies derive sales volume quota from

sales potentials, and this approach is appropriate when -

territorial sales potentials are determined in conjunction with

territorial design or bottom-up planning and forecasting

procedures are used in obtaining the sales estimate in the

sales forecast.

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Thus, if the territorial sales potentials or forecasts have already been

determined and the quotas are to be related to these measures,

the job of quota setting is largely completed. For instance, let

us assume that the sales potential in territory A is Rs. 300000

or 4 per cent of the total company potential. Then management

may assign this amount as a quota for the salesperson who

covers that territory. The total of all territorial quotas then

would be equal the company sales potential.

In some cases, management chooses to use the estimate of potential

as starting point in determining the quota. These potentials

are then adjusted for one or more of the factors discussed

below:

Human factors: A quota may have to be adjusted

downwards because an older salesperson is covering the

district. The salesperson may have done a fine job for the

company for years but is now approaching retirement age and

slowing down because of physical limitations. It would not be

good on human relations - or ethical - to discharge or force the

person into early retirement. Sometimes such persons are

given smaller territories with corresponding lower quotas.

Likewise sometimes new sales people are given lower quotas

for the first few years until they learn a greater level of

competence.

Psychological factors: Management understands that it is human

nature to relax after a goal has been reached. Therefore,

sometimes sales managers set their quotas a little higher than

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 the expected potential. On the other hand management must

not set the goals unrealistically high. A quota too far above the

sales potential can discourage the salesforce. The ideal

psychological quota is one that is bit above the potential but

can still be met and even exceeded by working efficiently.

Compensation factors: Sometimes companies relate their quotas

basically to the sales potential, but adjust them to allow for

the compensation plan. In such a case, the company is really

using both the quota and compensation systems to stimulate

the salesforce. For example, one company may set its quota at

90 percent of potential. It pays for one bonus if the quota is

met and an additional bonus if the sales reach 100 per cent of

the potential.

(ii) Quotas based on past sales alone: In some organisations,

sales volume quotas are based strictly on the preceding year’s

sales or on an average of sales over a period of several years.

Management sets each salesperson’s quota at an arbitrary

percentage increases over sales in some past period. The only

merits in this method of quota setting are computational

simplicity and low-cost administration. If a firm follows this

procedure, it should at least use an average figure for the past

several years as a base, not just the previous year’s sales.

Random or irregular events would greatly affect a sales index

based on only one year.

However, a quota setting method based on past

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 performances alone is subject to severe limitations. This

method ignores possible changes in a territory’s sales

potential. Generally business conditions this year may be

depressed in a district, thus cutting the sales potential or

promising new customers may have moved into the district,

thus boosting the potential volume. Basing quotas on previous

year’s sales may not uncover poor performance in a given

territory. A person may have had sales of Rs. 100000 last year,

and the quota is increased by 5 per cent for this year. The

salesperson may even reach the goal of Rs. 105000. However,

the potential in the district may be Rs. 200000. This

salesperson may perform poorly for years without letting the

management realize that a problem exists. Quotas set on past

sales also ignore the percentage of sales potential already

achieved. Moreover, ‘chase your tail’ quotas- in which the

more the salespeople sell, the more they are supposed to sell-

destroy morale and ultimately cause top achievers to leave the

company.

(iii) Quotas based on executive judgement: Sometimes sales

volume quotas are based solely on the executive judgment,

which is more precisely called guesswork. Executive judgment

is usually an indispensable ingredient in a sound procedure

for quota setting, but to use it alone is certainly not

recommended. Even though the manager may be very

experienced, too many risks are involved in relying solely on

this factor without referring to quantitative market measures.

This method is justified when there is little information to use

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 in setting quotas. There may be no sales forecast, no practical

way to determine territorial sales potential. The product may

be new and its probable rate of market acceptance is

unknown, the territory may not yet have been opened, or a

newly recruited salesperson may have been assigned to a new

territory. In such situations, management may set sales

volume quotas solely on a judgement basis.

(iv) Quotas based on total market estimates: In some

companies management has neither statistics nor salesforce

estimates of territorial sales potentials. These companies use

top-down planning and forecasting to obtain the sales

estimate for the whole company; hence, if management sets

volume quotas, it uses similar procedures. Management may

either (i) breakdown the total company sales estimate, using

various indexes of relative sales opportunities in each territory

and then make adjustments or (ii) convert the company sales

estimate into a companywide sales quota and then breakdown

the company volume quota, by using an index of relative sales

opportunities in each territory. In the second procedure,

another set of adjustment is made for differences in territories

and sales personnel before finally arriving at territorial quotas.

Note that these choices are similar, the only difference being

whether adjustments are made only at the territorial level, or

also at the company level. The second alternative is a better

choice.

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(v) Quotas related only to compensation plan: Companies

sometimes base sales volume quotas solely upon the projected

amounts of compensation that management

believes sales personnel should receive. No consideration is

given to territorial sales potentials, total market estimates,

and past sales experiences, and quotas are tailored

exclusively to fit the sales compensation plan. If for example,

salesperson A is to receive Rs. 5000 monthly salary and a 5

per cent commission on all monthly sales over Rs. 50,000. A’s

monthly sales volume quota is set at Rs. 50,000. As long as

A’s monthly sales exceed Rs. 50,000, management holds A’s

compensation-to-sales ratio to 5 per cent. Note that A is really

paid on a straight-commission plan, even though it is labelled

“Salary and commission”.

Such sales volume quotas are poor standards for appraising sales

performance, they relate only indirectly, if at all, to territorial

sales potentials. It is appropriate to tie in salesforce quota

performance with the sales compensation plan, that is, as

financial incentive to performers, but no sales volume quota

should be based on the compensation plan alone.

(vi) Salesperson set their own quota: Some companies turn

the setting of sales volume quotas over to the sales staff, who

are placed in the position of determining their own

performance standards. The reason for this is that sales

personnel, being closest to the territories, know them best and

therefore, should set the most realistic sales volume quotas.

The real reason, however, is that management is transferring

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 the quota setting responsibilities and turns the whole problem

over to the sales staff, thinking, they will complain less if they

set their own standards. There is, indeed, a certain ring of

truth in the argument that having sales personnel set their

own objectives may cause them to work harder to attain them

and complain less. But sales personnel are seldom

dispassionate in setting their own quotas. Some are reluctant

to obligate themselves to achieve what they regard as ‘too

much’; and others far this is just as

common-overestimate their capabilities and set

unrealistically high quotas. Quotas set unrealistically high or

low-by management or by the sales force cause dissatisfaction

and results in low salesforce morale. Management should

have better information, therefore, it should make final quota

decisions. How, for instance, can sales personnel adjust for

changes management makes in price, product, promotion,

and other policies?

6.5 CHARACTERISTICS OF A GOOD QUOTA SYSTEM

(i) Realistic attainability: If a quota is to spur the salesforce to

maximum effort, the goal must be realistically attainable. If it

is too far out of reach, the salespeople will lose their incentives.

(ii) Objective Accuracy: Regardless of what type of quota

management uses, it should be related to potentials. Executive

judgement is also required, but it should not be the sole factor

in the decision.

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 (iii) Ease of understanding and administering: A quota must

be easy for both management and the salesforce to

understand. Also, the system should be economical to

administer.

(iv) Flexibility: All quota systems need adequate flexibility.

Particularly, if the quota period is as long as a year,

management may have to make adjustments because of

changes in market conditions.

(v) Fairness: A good quota system is perceived as fair to the

people involved. The workload imposed by quotas should be

the same for all sales people. However, this does not mean that

quotas must be equal. Differences in potentials,

competition, and ability of the salesforce do exist.

6.6 SUMMARY

Quotas are quantitative objectives assigned to sales personnel and

other units of the selling organisation. They are intended both to stimulate

performance and to evaluate it, through communicating management’s

expectations and serving as performance measures. In successful quota

systems, special pains are taken to tie in quota setting procedures with

sales potentials and planning data from the sales forecast and sales

budget. Sound judgement is required for adjusting tentative quotas both

for contemplated policy changes and for factors unique to each territorial

environment. Continuous managerial review and appraisal and balanced

flexibility in making changes in quotas and improvements in quota setting

procedures characterise successful quota system. When based on relevant

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and accurate market information, and when intelligently administered,

quotas are effective devices for directing and controlling sales operations.

6.7 KEYWORDS

Sales Quota: It is quantitative goal assigned to a sales person.

Sales Volume Quota: It is the number of products to be sold by an

individual sales person.

Activity Quota: It is the various activities assigned to sales force to

be performed regarding sales.

Budget/Financial Quota: It is determined to attain designed net

profit as well as to control the sales expenses incurred.

6.8 SELF ASSESSMENT QUESTIONS

1. Define ‘Sales Quota’ and discuss in brief the different types of

sales quota.

2. Discuss the purpose of sales quota. Also write the

characteristics of a good quota system.

6.9 REFERENCES/SUGGESTED READINGS

1. Still, Cundiff, and Govoni, ‘Sales Management’, PHI.

2. Stanton and Spiro, ‘Management of a Sales Force’, McGraw

Hill.

3. Anderson, Joseph, and Bush, ‘Professional

Sales

Management’, McGraw Hill.

117
 4. Roburt J. Calvin, ‘Sales Management’, Tata McGraw Hill.

5. Dalrymple, Cron, and Decarlo, ‘Sales Management’, John

Wiley and Sons.

6. Manning and Reece, ‘Selling Today’, Pearson Education.

SUPERVISION AND EVALUATION OF SALES-FORCE

STRUCTURE

7.0 Objective

7.1 Introduction

7.2 Supervision of sales force

7.3 Evaluation of sales force

7.4 Time horizon for evaluation

7.5 Standards of performance

9.5.1 Quantitative Performance Standards

9.5.2 Qualitative performance criteria

7.6 Measuring actual performance

7.6 Comparing actual performances with standards

7.7 The dynamic phase of evaluation

7.8 Summary

7.9 Keywords

7.10 Self Assessment Questions

7.11 References/Suggested Readings

7.0 OBJECTIVE

After going through this lesson, you will be able to-

• Understand the concept of sales force supervision and

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 evaluation.

• Understand the quantitative as well as qualitative standards of

performance.

• Understand the method of supervision as well as evaluation.

• Know the types of sales reports

7.1 INTRODUCTION

Every member of an organization, either directly or indirectly, affects

sales. The ultimate success, however, depends largely on the performance

of individual salesperson. Primary job of every sales manager is to help

every sales person achieve his or her full potential. Sales force supervision

and evaluation, therefore, become very important.

Adoption and successful operation of appropriate control procedures

results in greater effectiveness which ultimately shows up in greater sales

volume at more profit and less cost. Supervision and evaluation of sales

force are instruments of achieving sales control. They are concerned with

monitoring the performance and striking balance between the standards

and actual performance. Effective supervision and evaluation assure the

attainment of objectives with minimum efforts.

7.2 SUPERVISION OF SALES FORCE

Management controls sales personnel through supervision.

Regardless of who does the supervising, the objective is to improve the job

performances of sales personnel. Executives supervise the sales personnel

under them. The executive with supervisory responsibilities establishes

working relations with sales personnel for purposes of observing,

evaluating, and reporting on performance; correcting deficiencies;

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clarifying duties and responsibilities; providing motivation; informing sales

personnel of changes in company policies; and helping to solve business

and personal problems. Clearly, sales supervision is concerned mainly

with the action phase of control- action aimed at enhancing personnel

contributions to the achievement of objectives.

How much supervision?

It is difficult to prescribe how much supervision is enough as too

much is as bad as too little. However, there are some conditions under

which supervision is needed:

• Excessive sales turnover rate.

• High turnover of clients/accounts.

• Increased complaints from customers.

• Increase in mail orders or orders over phone without any

particular reason.

• Low ratio of orders to sales calls.

• Total number of calls very low or very high.

• Increasing ratio of selling expenses to total sales.

These conditions may point towards wrong kind of supervision as

well as to too much or too little supervision. When management brings in

highly trained and self reliant people to meet the new selling challenge,

traditional supervision, and the attitude that underlines it, stifles those

whom management seeks to encourage. The type of supervision, therefore,

should be adjusted to the type of person in the selling job. When the type

of person changes, the type of supervision must also change.

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Who should supervise?

Depending upon the company and its organization, sales force may

be supervised by branch or district managers, field sales executives, or

field sales supervisors. Put another way, sales supervision may be either

through executives as one of their job responsibilities, or through

specialists whose jobs are mainly supervising. If the sales force is small

and experienced, sales supervision is generally through the top sales

executive. Companies having decentralised sales structure normally

assign supervision responsibility to branch or district managers.

Sales supervisors generally are selected from among the sales force,

but besides having the qualifications required for selling success, they

need other qualifications. They must be good teachers. They must

recognise training needs, know how to train, be patient with those who

have less skill, and be tactful in pointing out better ways of doing things.

Supervisors must be skilled in handling people and be equipped to deal

with many complex situations. Beyond these supervisory duties, some

companies expect sales supervisors to sell certain accounts personally,

this being one way to motivate them to keep up to date on field selling

techniques.

7.3 EVALUATION OF SALES FORCE

In general sense, the evaluation process consists of comparing

actual performance with planned performance. Evaluation implies a

process of systematically uncovering deviations between goals and

accomplishments. When weaknesses are identified, the firm will devise and

implement corrective methods through supervision and other control

devices. When strengths are indicated, by the discovery of deviations in a

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favourable direction, management will use this information as a valuable

aid in the anticipating and dealing with problems in future periods. This

may take the form of revising performance standards and generally

reappraising present policies, procedures, marketing communication

methods, and potential opportunities for the firm. Thus, the evaluation

process aims at both prognosis and diagnosis and is considered to be a

preventive and curative marketing device.

Evaluation system should do three essential things for the sale

manager and sales-people:

• Provide feedback to each salesperson on individual job

performance.

• Help salespeople modify or change their behavior toward

effective work habits.

• Provide information to sales managers on which to base

decisions on promotion, transfer and salespeople.

7.4 TIME HORIZON FOR EVALUATION

Sales evaluation normally is of three types:

1. Short run evaluation- In this, performance is evaluated over

one year and the focus is on the achievement of targets in

terms of sales.

2. Intermediate run evaluation- The performance is judged over

2 to 4 years time period and focus is on evaluation in terms of

creating and identifying new opportunities while adapting to

competitive and environmental threats.

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 3. Long run evaluation- This is on long-term basis and focus on

evaluation in terms of surviving in an uncertain and

increasingly competitive world.

7.5 STANDARDS OF PERFORMANCE

Performance standards are designed to measure the performance of

activities that the company considers most important. Setting standards

of performance requires consideration of the nature of the selling job. In

other words, sales job analysis is necessary to determine job objectives,

duties and responsibilities, and the like. These, in turn, depend upon

selling strategy. Setting performance standards for newbusiness sales

personnel requires different measures from those for trade-selling sales

personnel.

Setting sales performance standards requires considerable market

knowledge. It is important to know the total sales potential and the portion

that each sales territory is capable of producing. Management needs

evaluations of customers and prospects from the standpoint of potential

profitability for each class and size of account. Marketing intelligence must

provide evaluations of competitions’ strengths, weaknesses, practices and

policies. These items all bear on the setting of performance standards,

especially quantitative standards.

7.5.1 Quantitative Performance Standards

Most companies use quantitative performance standards. The

particular combination of standards chosen varies with the company and

its marketing situation. Quantitative standards, in effect, define both the

nature and desired levels of performance. Quantitative standards provide

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descriptions of what management expects. Each person on the sales force

should have definitions of the performance aspects being measured and

the measurement units. These definitions help sales personnel make their

activities more purposeful. Sales personnel with well-defined objectives

waste little time or effort in pursuing activities that was not contribute to

reaching those objectives.

A single quantitative standard, such as one for sales volume

attainment, provides an inadequate basis for appraising an individual’s

total performance. In the past the performances of individual sales

personnel were measured solely in terms of sales volume. Today’s sales

managers realize that it is possible to make unprofitable sales, and to make

sales at the expense of future sales. In some fields, for example, industrial

goods of high unit price, sales result only after extended periods of

preliminary work, and it is not only unfair but misleading to appraise

performance over short intervals solely on the basis of sales volume.

Sales personnel have little control over many factors affecting sales

volume. They should not be held accountable for “uncontrollable” such as

differences in the strength of competition, the amount of promotional

support given to the sales force, the potential territorial sales volume, the

relative importance of sales to national or home accounts.

Each company selects the combination of quantitative performance

standards that fits its marketing situation and selling objectives. If

necessary, it develops its own unique standards designed best to serve its

objectives. The standards discussed here are representative of the many

types in use.

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(i) Sales Quotas

A quota is a quantitative objective expressed in absolute terms and

assigned to a specific marketing unit. The terms may be rupees or units of

product; the marketing unit may be a salesperson or a territory. As the

most widely used quantitative standards, quotas specify desired levels of

accomplishment for sales volume, gross margin, net profit, expenses,

performance of non-selling activities, or a combination of these and similar

items. “When sales personnel are assigned quotas, management is

answering the important question: How much and for what period? The

assumption is that management knows which objectives, both general and

specific, are realistic and attainable. The validity of this assumption

depends upon the market knowledge management has and utilizes in

setting quotas. When sales volume quotas are based upon sound sales

forecasts, in which the probable strength of demand has been fully

considered, they are valuable performance standards. But when sales

volume quotas represent little more than guesses, or when they have been

chosen chiefly for inspirational effect, their value as control device is

dissipated.

(ii) Selling expense ratio

Sales manager uses this standard to control the relation of selling

expenses to sales volume. Many factors, some controllable by sales

personnel and some not, cause selling expenses to vary with the territory,

so target selling expense ratios should be set individually for each person

on the sales force. Selling expense ratios are determined after analysis of

expense conditions and sales volume potentials in each territory. An

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attractive feature of the selling expense ratio is that the salesperson can

affect it both by controlling expenses and by making sales.

The selling expense ration has several shortcomings. It does not take

into account variations in the profitability of different products, so a

salesperson who has a favorable selling expenses ration may be

responsible for disproportionately low profits. Then, too, this performance

standard may cause the salesperson to over-economize on selling expenses

to the point where sales volume suffers. Finally, in times of declining

general business, selling expense rations inhibit sales personnel from

exerting efforts to bolster sales volume.

Selling expense ratio standards are used more by industrial product

companies than by consumer product companies. The

explanation traces to differences in the selling job. Industrial product firms

place the greater emphasis on personal selling and entertainment of

customers; consequently their sales personnel incur higher costs for travel

and subsistence.

(iii) Territorial net profit or gross margin ratio

Target ratios of net profit or gross margin to sales for each territory

focus sales personnel’s attention on the needs for selling a balanced line

and for considering relative profitability. Managements using either ratio

as a quantitative performance standard, in effect, regard each sales

territory as a separate organizational unit that should make a profit

contribution. Sales personnel influence the net profit rations by selling

more volume and by reducing selling expenses. They may emphasize more

profitable products and devote more time and effort to the accounts and

prospects that are potentially the most profitable. The net profit ratio

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controls sales volume and expenses as well as net profit. The gross margin

ratio controls sales volume and the relative profitability of the sales

mixture, but it does not control the expenses of obtaining and filling orders.

Net profit and gross margin ratios have shortcomings. When either

is performance standard, sales personnel maYJ1eglect new accounts, and

over-emphasize sales of high profit or high margin products while under-

emphasizing new products that may be more profitable in the long run.

(iv) Territorial market share

This standard controls market share on a territory by territory basis.

Management sets target market share percentages for each territory.

Management later compares company sales to industry sales in each

territory and measures the effectiveness of sales personnel in obtaining

market share. Closer control over the individual salesperoJ1 ‘s sales

mixture is obtained by setting target market share percentages for each

product and each class if customer or even for individual customers.

(v) Sales coverage effectiveness index

This standard controls the thoroughness with which a sales person

works in the assigned territory. The index consists of the ratio of the

number of customers to the total prospects in a territory. To apportion the

sales person’s efforts more among different classifications of prospects,

individual standards for sales coverage effectiveness are set up for each

class and size of customer.

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(vi) Call frequency ratio

A call frequency ratio is calculated by dividing the number of sales

calls on a particular class of customers by the number of customers in that

class. By establishing different call frequency ratios for different classes of

customers, management directs selling effort to those accounts most likely

to produce profitable orders. Management should assure that the interval

between calls is proper, neither so short that unprofitably small orders are

secured, nor so long that sales are lost to competitors. Sales personnel who

plan their own route and call schedules find target call frequencies helpful,

in as much as these standards provide

information essential to this type of planning.

(vii) Calls per day

In consumer product fields, where sales personnel contact large

numbers of customers, it is desirable to set a standard for the number of

calls per day. Otherwise, some sales personnel make too few calls per day

and need help in planning their routes, in setting up appointments before

making calls or simply in starting their calls early enough in the morning

and staying on the job late enough in the day. Other sales personnel make

too many calls per day and need training in how to service accounts.

Standards for calls per day are set individually for different territories

taking into account territorial difference as to customer density, road and

traffic conditions and competitors’ practices.

(viii) Order call ratio

This ratio measures the effectiveness of sales personnel in securing

orders. Sometimes called a “batting average”, it is calculated by dividing

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the number of orders secured by the number of calls made. Order call ratio

standards are set for each class of account. When a salesperson’s order-

call-ratio for particular class of account varies from the standard then the

salespersons need helping in working with that class of accounts.

(ix) Average cost per call

To emphasize the importance of making profitable calls, a target for

average cost per call is set. When considerable variation exists in cost of

calling on different sizes or classes of accounts, standards are set for each

category of account.

(x) Average order size

Average order size standards control the frequency of calls on

different accounts. The usual practice is to set different standards for

different sizes and classes of customers. Using average order size

standards along with average cost per call standards, management

controls the salesperson’s allocation of effort among different accounts and

increases order size obtained.

(xi) Non-selling activities

Some companies establish quantitative performances standards for

such non-selling activities as obtaining dealer displays and cooperative

advertising contracts, training distributor’s personnel, and goodwill calls

on distributor’s customers. Whenever, non-selling activities are critical

features of sales job, appropriate standards should be set. Since

quantitative standards for non-selling activities are expressed in absolute

terms, they are, in reality, quotas.

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7.5.2 Qualitative performance criteria

Qualitative criteria are used for appraising performance

characteristics that affect sales results, especially over the long run, but

whose degree of excellence can be evaluated only subjectively. Qualitative

criteria defy exact definition. Many sales executives do not define the

desired qualitative characteristics with any exactitude; instead they arrive

at informal conclusion regarding the extend to which each sales person

possesses them. Other executives consider the qualitative factors

fom1al1y, one method being to rate sales persoIl.l1el against a detailed

checklist of subjective factors such as given below:

Job Factors

• Product knowledge

• Customers’ knowledge

• Competitor’s knowledge

• Handling sales presentations

• Customer satisfaction

• Time management

Personal Factors

• Punctuality

• General Attitude

• Dress and Appearance

• Co-operation

• Adaptability

• Reliability

• Communication skills
• Decision-making ability

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 • Initiative

Executive judgement plays the major role in the qualitative

performance appraisal. Written job description, up to date and accurate,

are the logical points of departure. Each firm develops its own set

qualitative criteria, based upon the job description, but the manner in

which these criteria are applied depends upon the needs of management.

7.6 MEASURING ACTUAL PERFORMANCE

Sales management’s next task is to measure actual performance.

There are two basic sources of performance information: sales and expense

records and reports of various sorts. Almost every company has a wealth

of data in its internal sales and expense records, but this purpose.

Field sales reports

The fundamental purpose of field sales reports is to provide control

information. They provide a basis for discussion with sales personnel. They

also indicate the matters on which sales personnel need assistance. The

sales executive uses field sales reports to determine whether sales

personnel are calling on and selling to the right people, and whether they

are making the proper number of calls. Similarly, field sales reports assist

in determining how to secure more and larger orders. Field sales reports

provide the raw materials that sales management processes to gain

insights on giving needed direction to field sales personnel.

A good field sales reporting system assists sales personnel in their

self-improvement programs. Recording accomplishments in written form

forces individuals to check their own work. They become their own critics

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and self-criticism often is more valuable and more effective than that from

headquarters.

Purposes of field sales reports

The general purpose of all field sales reports is to provide information

for measuring performance; many reports, however, provide additional

information. Consider the following list of purposes served by field sales

reports:

1. To provide data for evaluating performance- for example,

details concerning accounts and prospects called upon,

number of calls made, orders obtained, days worked, miles

travelled, selling expenses, displays erected, cooperative

advertising arrangements made, training of distributor’s

personnel, missionary work, and calls made with distributors

sales personnel.

2. To help the sales person plan the work- for example, planning

itineraries, sales approaches to use with specific accounts and

prospects.

3. To record customers’ suggestions and complaints and their

reactions to new products, service policies, price changes,

advertising campaigns, and so forth.

4. To gather information on competitors’ activities- for example,

new products, market tests, changes in promotion, and

changes in pricing and credit policy.

5. To provide information requested by marketing research- for

example, data on dealers’ sales and inventories of company

and competitive products.

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 6. To report changes in local business and economic conditions.

7. To keep the mailing list updated for promotional and

catalogue materials.

Types of sales force reports

Reports from sales personnel fall into six principle groups.

1. Progress or call report: Most companies have a progress or

call report. It is prepared individually for each call or cumulatively,

covering all calls made daily or weekly. Progress reports keep management

informed of the salesperson’s activities, provide source data on the

company’s relative standing with individual accounts and in different

territories, and record information that assists the sales person on revisits.

Usually the call report form records not only calls and sales, but more

detailed data, such as the class of customer or prospect, competitive

brands handled, the strength and activities of competitors, best time to

call, and “future promises”.

2. Expense report: The purpose is to control the nature and

amount of salesperson expenses. This report also helps the salesperson

exercise self-control over expenses. The expense report reminds

salesperson that they are under moral obligation to keep expenses in line

with reported sales-some expense report forms require sales persons to

correlate expenses with sales. The details of the report form vary with the

plan for reimbursing expenses.

3. Sales work plan: The salesperson submits a work plan (giving

such details as accounts and prospects to be called upon, products and

other matters to be discussed, routes to be travelled, and hotels or motels)

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for a future period, usually a week or a month. The purposes are to assist

the salesperson in planning and scheduling activities and to inform

management of the salesperson’s whereabouts. The work plan provides a

basis for evaluating the salesperson’s ability ‘to plan the work and to work

the plan’.

4. New-business or potential new-business report: This report

informs management of accounts recently obtained and prospects who

may become sources of new business. It provides data for evaluating the

extent and effectiveness of development work by sales personnel. A

subsidiary purpose is to remind sales personnel that management expects

them to get sales reports point the way to needed sales training, changes

in customer service policies, and product improvements. The salesperson

reports the reasons for the loss of the business; but receipt of a lost-sales

report also causes management to consider further investigation.

5. Report of complaint and/or adjustment: This report

provides information for analysing complaints arising from a salesperson’s

work, complaints by class of customer, and cost of complaint adjustment.

This assists management in detecting needed product improvements and

changes in merchandising ‘and service practices and policies. These data

also are helpful for decisions on sales training programs, selective selling,

and product changes.

The optimum number of reports is the minimum necessary to

produce the desired information. Holding down the number of reports is

important, since they are generally made out after the selling day. Report

preparation places demands on free time, and, unfortunately, the best

people often have the least time. All reports are reviewed from time to time

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to determine whether the information is worthwhile. When a new report is

proposed, the burden of proof of its need is upon its advocates. Information

obtainable through other means at no higher cost should not be gathered

through field sales reports.

The amount of detail required in sales reports varies from firm to

firm. A company with many sales personnel covering a wide geographical

area needs more detailed reports than does a company with a few

salespeople covering a compact area. The more freedom that sales

personnel have to plan and schedule their activities, the greater should be

the detail required in their reports.

7.6 COMPARING ACTUAL PERFORMANCES

WITH STANDARDS

The most difficult step in sales force control is the evaluation step-

the comparing of actual performances with standards. This is more than a

mechanical comparison; this step is difficult because evaluation requires

judgement. The same standards cannot be applied to all sales personnel-

there are differences in individual territories, their sales potentials, the

impact of competition and the personalities of sales personnel and their

costumers. It is possible to take territorial differences into account by

setting individual performance standards for each territory, but it is not

possible to adjust fully for differences in the personalities of the

salesperson and the clientele. Furthermore, complications often develop in

relating individual performances to standards, for example, when two or

more sales persons work on the same account or when an account deals

both with the salesperson and the home office.

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 Evaluating sales personnel requires both a comparison of

performance with quantitative standards and an appraisal against

qualitative performance criteria. Sales personnel with poor performances,

as gauged by quantitative standards, may be making offsetting qualitative

contributions. Individual who do not reach sales quotas or keep to

prescribed call schedules, for instance, may be building for the future by

cementing relations with distributors and dealers. Evaluating performance

of sales personnel requires judgement and deep

understanding of market factors and conditions.

Judgement enters into the evaluation of sales personnel in still other

ways. Performance trends, as well as the current record, are relevant- an

individual showing improvement but with still substandard performance

needs encouragement. There is always the chance, too, that something is

wrong with a standard-when an individual continually fails to reach a

standard, management should investigate whether the standard has been

set too high.

In comparing actual results with projected results, the general

procedure in scientific work is to set up tests that measure the variable

under observations while taking account of the effects of other variables.

In the evaluation of sales personnel it is not possible to set up such tests.

Each salesperson’s performance results from complex interactions of many

variables, some beyond the control of either the salesperson or of

management. The time element changes and so do the sales personnel, the

customers, general business conditions, competitors’ activities and other

variables. However, some companies measure the impact of particular

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variable on personnel performance through careful design of experimental

and control groups.

7.7 THE DYNAMIC PHASE OF EVALUATION

The evaluations, or comparisons of actual performances with

standards, and adjusted by executive judgement, point the way to needed

action. If performance and standards are in alignment may no action

needed. Otherwise the three alternatives are:

1. Adjust performance to the standards, thus increasing the

degree of attainment of objectives;

2. Revise the policy and/or plan, or the strategies used for their

implementation to better for the achievement of objects;

3. Lower or raise the objectives or the standards and/criteria

used in measuring degree of attainment to make them more

realistic.

Similarly actions to be taken depend on the performance in terms of

quantitative as well as quantitative evaluation. Four such situations, as

discussed below, may be anticipated:

1. Good performance in both qualitative and quantitative

evaluation- The appropriate response would be praise,

monetary rewards and may be promotion.

2. Good performance in quantitative but poor in qualitative

evaluation- The good quantitative result suggest performance

in terms of sales/profits and in front of customers is good.

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 However, poor performance on qualitative criteria warrant

advice and training on qualitative aspects.

3. Poor performance in quantitative but good in qualitative

evaluation- Good qualitative input is failing to be reflected in

quantitative success. The specific causes need to be identified

and training and guidance should be provided.

4. Poor performance in both quantitative and qualitative

evaluation- Critical and thorough discussion is required on

problem areas. Training may be provided to improve the

performance. In some situations, punishment including

dismissal is required.

7.8 SUMMARY

Sales force supervision and evaluation help every salesperson

achieve his or her full potential. Supervision and evaluation of sales force

are instruments of achieving sales control. Its objective is to improve the

job performance of sales personnel. There are two important facets of

supervision i.e., how much supervision and who should supervise. The

evaluation process consists of comparing actual performance with planned

performance. It’s a process of uncovering deviations between goals and

accomplishments. The quantitative performance standards include sales

quota, selling expense ratio, call frequency ratio, order call ratio etc. the

qualitative performance criterion are used for appraising performance

characteristics that affect sales result, especially over the long run, but

whose degree of excellence can be evaluated only subjectively. It includes

product knowledge, handling sales presentations, customer satisfaction,

communication skills, decision making ability etc. The sales reports are

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used for measuring performance and they also provide additional

information. If performance and standards are in alignment the decision

may be no action needed, but corrective actions are taken in case of

deviation between the two.

7.9 KEYWORDS

Supervision: Management controls sales personnel through

supervision in order to improve this job performances.

Evaluation: It consists of comparing actual performance with

planned performance in a systematic manner.

Selling Expense Ratio: It is used to control the relation of selling

expenses to sales volume.

Call frequency ratio: It is calculated by dividing the number of sales

calls by the number of customers.

7.10 SELF ASSESSMENT QUESTIONS

1. How will you evaluate the performance of sales personnel?

What standards will you use for this purpose?

2. What is the need and significance of sales force supervision?

3. “Quantitative measures of the performance of sales

representatives are more likely to mislead than guide

evaluation.” Do you agree with this statement? Give reasons

in support of your viewpoint.

4. Write short notes on the following:

(a) Quantitative standards of sales force evaluation

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 (b) Qualitative standards for sales force evaluation

5. Do you think the increasing use of computers in sales

management will change the sales force performance

measurement and evaluation process? If so, how?

7.11 REFERENCES/SUGGESTED READINGS

1. Still, Cundiff, and Govoni, ‘Sales Management’, PHI.

2. Stanton and Spiro, ‘Management of a Sales Force’, McGraw

Hill.

3. Anderson, Joseph, and Bush, ‘Professional

Sales

Management’, McGraw Hill.

4. Roburt J. Calvin, ‘Sales Management’, Tata McGraw Hill.

5. Dalrymple, Cron, and Decarlo, ‘Sales Management’, John

Wiley and Sons.

6. Manning and Reece, ‘Selling Today’, Pearson Education.

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