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Sales Management-Chapter 2

This chapter discusses key selling skills and strategies for salespeople, including understanding different buying and selling styles, developing communication, listening, and problem-solving abilities, and learning negotiation tactics. It covers the sales process, managing relationships with customers, and techniques for resolving conflicts to maximize sales.

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furqaan tahir
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41 views

Sales Management-Chapter 2

This chapter discusses key selling skills and strategies for salespeople, including understanding different buying and selling styles, developing communication, listening, and problem-solving abilities, and learning negotiation tactics. It covers the sales process, managing relationships with customers, and techniques for resolving conflicts to maximize sales.

Uploaded by

furqaan tahir
Copyright
© © All Rights Reserved
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Sales Management

Chapter 2
Chapter 2

Selling Skills and Strategies


Learning Objectives
• Understand the different buying and selling styles
• Understand and internalize the selling skills
• Comprehend the process of building effective communication
skills
• Know how to improve listening skills
• Understand conflict management and resolution skills
• Know how to bargain and win in sales
• Understand the negotiation and bargaining skills
• Understand the problem solving skills
Selling and buying styles
Selling situations
Sales task and function
The forms of selling include maintenance vs developmental
selling, contacts, technical expertise, and important personal
characteristics.

Maintenance selling
Involves the act of servicing the existing accounts, securing
promotional cooperation, counting inventory and taking
replenishment orders, and delivering the products.
Selling situations

Developmental selling
Salespeople engaged in developmental selling are called
business development sales executives as they try to contact
the potential customers and build business for the firm – the
real salespeople.
Selling skills
Problem-solving
Communication
skills
skills

Selling
Skills
Negotiation Listening
skills skills

Conflict management
and resolution skills
Communication process
Communication process
Managing body language:
 Personal Appearance
 Posture
 Gestures
 Facial Expressions
 Eye Contact
 Space Distancing
Process of listening
Attendance

Interpretation

Remembrance

Evaluations

Response Action
Levels of listening
Feedback

Paraphrasing

Clarifications

Emphatic listening

Active Listening

Barriers to Listening!
Conflict management skills
• Models of conflict
• Components of conflict
• The conflict resolution process:
⁻ lumping
⁻ avoidance
⁻ coercion
⁻ mediation
⁻ conciliation
⁻ arbitration
⁻ adjudication
⁻ negotiation
Negotiation skills
 Situation and timing for negotiations

 Formulation for a bargaining strategy

 The theory and strategy of principle negotiations

 separate the people from the problem


 focus on interests, not on positions
 invent options for mutual gains
 insist on objective criteria
Negotiation process
 Bargaining tactics

 The best tactic is to know one’s BATNA

 Questions to ask oneself before making an offer:


 Should I give the first offer?
 Should I start with a high offer?
 Should my preparation lead to a strategy?
 Should I sketch an agreement from the beginning?
 Should I construct a framework for agreement?
 Should I move towards the commitment gradually?
Negotiation Strategies
 Let the other party have it in your own way

 Step to their side

 Reframing rather than rejection

 Let them take ownership

 Educating them to senses


Negotiation Tactics
• Acting crazy
• Auctioning • Deadline
• The good guy-bad guy routine • Sticks and stones
• Big pot • Stall for time
• Budget bogey • Take it or leave it
• Get a prestigious ally • Veiled threat
• Escalations • Play the Devil’s advocate
• The well is dry • Trial balloon
• Limited authority • Surprises
• Divide and conquer • What’s the rock bottom price
• Reunion • Adversarial negotiating tactics
Problem solving skills
Habit 1: be proactive
Habit 2: begin with an end in mind
Habit 3: put first things first
Habit 4: think win–win
Habit 5: seek first to understand, then to be understood
Habit 6: synergize
Habit 7: renewal
Problem solving process
Define the problem

Generate alternative solutions

Decide the solution

Implement the solution

Evaluate the solution


Problem definition techniques
4. Dunker’s
diagram
3. Present
5. Statement desired
and state
restatement analysis

Problem
definition
techniques 2. Explore
6. Evaluate the
problem problem
statement

1. Find out
origin of the
problem
Dunker’s diagram
Generate Solutions: Statement restatement
technique
Components of a decision on the future
course of action

Situation analysis
(where are we now?)

Potential problem analysis


Problem analysis Past Decision analysis Present
Future
(what is the fault?) (How to correct the fault?) (How to prevent future faults?)
Solution implementation process
SUMMARY

Markets, job types, and job activities influence the design


of the various sales jobs and, consequently, even the
structure of the sales organization.
Sales activities are very diverse and easier to understand
if classified in one of seven categories.
A salesperson’s job activities involve much more than
person-to-person selling.
Companies can structure their organisations in numerous
ways.
SUMMARY
Skilled sales managers are the key to a successful organization.
Sales managers have five functions that, when combined, can
allow them to achieve the goals desired by higher levels of
management.
The various types of sales managers can be broken down into the
categories of vertical and horizontal.
Most corporations hire a person who cannot only sell but who
also shows the potential to one day become a sales manager.
https://www.youtube.com/watch?v=QQQe1aDy4fE

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