CHAPTER 5

Sales
Representative’s
Personal
Effectiveness
Copyright © 2010 Pearson Professor Dr. Afjal Hossain, Department of Marketing, PSTU.
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall 1-1
Copyright © 2010 Pearson Richard d lrwin 5-1
 Chapter Outline
• Establishing goals
• The value of time
• How to make more calls
• Planning to analyze territory
• Analyzing the performance
• Handling paperwork and report
• Good customer care need practice

Copyright
Richard d lrwin
© 2010 Pearson Education, Inc. Publishing as Prentice Hall 1-2
5-2
Copyright
Richard d lrwin
© 2010 Pearson Education, Inc. Publishing as Prentice Hall 1-3
5-3
 Sales Representative
• A sales representative is a professional whose role within a
company is to sell the product or services that they provide.

• They commonly sell non-technical products, meaning that neither

the seller nor the buyer need to possess specialized knowledge
on how to handle or use the product in question.

• The grand majority of sales representatives work directly for the

product, goods, or services they sell.

Copyright
Richard d lrwin
© 2010 Pearson Education, Inc. Publishing as Prentice Hall 1-4
5-4
 Duties of Sales Representative
• Attain set goals of sales by contracting targeted customer/prescriber.
• Teach customers about prescription benefits of products
• Stimulate prescribing behaviors of customers through impactful sales presentation.
• Analyze customer queries and articulate them to sales of their desired products.
• Design and implement call plan every month to achieve stipulated sales as per action plan of
the company.
• Work together with prescriber as regular customer and offer resolution to their particular
request.
• Gain definite sales call as per company outlooks.
• Keep informed and bring about6 allocated company property fulfilling to company policies and
actions.
• Warrant up keep of equipment's and resources adequate to company policies and procedures.
• Handle product samples as per company sales policies and procedures and region practices.
• Calculate and examine sale figures drifts to see dynamics within assigned territory.
• Regulate department performance using feedback, productivity control, mobile surveys and
monthly predictions.
• Keep on eye and uphold professional sales patch up order drifts.
• Sustain sales reporting systems required by dealer and factory.

Copyright
Richard d lrwin
© 2010 Pearson Education, Inc. Publishing as Prentice Hall 1-5
5-5
 Personal Effectiveness
• Personal effectiveness means
making the most at all
personal resources at out
disposal-our personal talents,
energy and time relative to
what’s most important to us.

Copyright
Richard d lrwin
© 2010 Pearson Education, Inc. Publishing as Prentice Hall 1-6
5-6
 Personal Effectiveness
Seven habits of highly effective people (Steven Covey):
1. Be proactive
2. Begin with the end in mind
3. Put first thing first
4. Think win-win
5. Seek first to understand, than to be understood
6. Synergize
7. Sharpen the saw

Copyright
Richard d lrwin
© 2010 Pearson Education, Inc. Publishing as Prentice Hall 1-7
5-7
 Establishing goals
1. Involve the customer in a product demonstration.
2. Provide value justification in terms of cost reduction
and increased revenues.
3. Compare and contrast the features of the products.

Copyright
Richard d lrwin
© 2010 Pearson Education, Inc. Publishing as Prentice Hall 1-8
5-8
 The value of time
1. Don’t value your own time,
rather value your customer’s
time.
2. Make sure that all phone
calls are answered within
two rings to avoid wasting
customer time.
3. The Time to Value (TTV) is
important since it relates with
customer realization about
your performance.

Copyright
Richard d lrwin
© 2010 Pearson Education, Inc. Publishing as Prentice Hall 1-9
5-9
 How to make more calls
1. Understand your customer.
2. Communicate frequently.
3. Return all phone calls immediately.
4. Offer great customer service.
5. Create solutions that add value for your customer.
6. Become a valuable resource.
7. Create a customer, NOT a sale.

Copyright
Richard d lrwin
© 2010 Pearson Education, Inc. Publishing as Prentice Hall 1-10
5-10
 Planning to analyze territory
A sales territory is a group of customers and prospects assigned to a
single salesperson.

Characteristics-
1.Every territory is unique.
2.A territory may consists of several areas/counties.
3.Territories are different from each other.
4.The sales territories are normally established with respect to the
customers’ convenience and economic aspects.

Copyright
Richard d lrwin
© 2010 Pearson Education, Inc. Publishing as Prentice Hall 1-11
5-11
 Planning to analyze territory
Cont’d…
The following activities are necessary to plan the sales territory-

1.Create new customers

2.Sell more to present customers
3.Build long-term relationships with customers
4.Provide solutions to customer’s problems.
5.Provide service to customers
6.Help customers resell products to their customers
7.Help customers use products after purchase
8.Build goodwill with customers
9. Provide company with market information

Copyright
Richard d lrwin
© 2010 Pearson Education, Inc. Publishing as Prentice Hall 1-12
5-12
 Planning to analyze territory
Cont’d…
Why does sales territory is important to establish?

1.To obtain thorough coverage of the market.

2.To establish each salesperson’s responsibilities.
3.To evaluate performance
4.To improve customer relations
5.To reduce sales expense
6.To allow better matching of salesperson to customer’s needs
7.To benefit both salespeople and the company.

Copyright
Richard d lrwin
© 2010 Pearson Education, Inc. Publishing as Prentice Hall 1-13
5-13
 Analyzing the performance
Performance is monitored for each territory. Actual performance data
are collected, analyzed and compared to expected performance
goals.

1.Individual territory performance is compared to district

performance.
2.District performance is compared to regional performance.
3.Regional performance is compared to the performance of the
entire sales force.

Copyright
Richard d lrwin
© 2010 Pearson Education, Inc. Publishing as Prentice Hall 1-14
5-14
 Handling paperwork and report
Sales report is used to measure the performance of a salesperson.
The following are the ways of salesperson prepare the report-

1.Set a goal
2.Define a timeframe
3.Collect relevant data
4.Illustrate data visually
5.Present your analysis
6.Write a brief summary
7.End with an action plan

Copyright
Richard d lrwin
© 2010 Pearson Education, Inc. Publishing as Prentice Hall 1-15
5-15
 Good customer care need
practice
1. Listening

2. Understanding customer’s
needs

3. Thanking customer

4. Promoting a positive,
helpful and friendly
environment
Source: Cook (2008)

Copyright
Richard d lrwin
© 2010 Pearson Education, Inc. Publishing as Prentice Hall 1-16
5-16
 Good customer care need
practice
1. Listening

2. Understanding customer’s needs

3. Thanking customer

4. Promoting a positive, helpful and friendly environment

Source: Cook (2008)

Copyright
Richard d lrwin
© 2010 Pearson Education, Inc. Publishing as Prentice Hall 1-17
5-17
 Thank You…….
Copyright
Richard d lrwin
© 2010 Pearson Education, Inc. Publishing as Prentice Hall 1-18
5-18