1) Product Knowledge – a sales person must know the ins and outs of a product and how a customer will benefit from the products features. 2) Prospecting – this is about searching for new customers. It can be achieved by making a profile of existing customers to enable similar matches to be found. 3) Approaching New Customers – this step is where businesses gather data from step two and approach new customers via the means of email, telephone, face-to-face or internet advertising. This is the start of building a customer relationship.
1.2 Explain different methods of segmenting and characterising customers The key to a successful business is to find out who our customer base is, what the customer wants, the age, gender, spending patterns etc. This is the reason we have marketing research because it can identify different customers and recognise what we need to do as a company to meet the demands of the market and keep us competitive.
Firstly, option of separate sales force for each brand. This option allows the sales agents to focus on a specific market and use their experience and knowledge to continue marketing in a single defined niche. As result organization will have experienced sales agents who are experts in specific market. However, this strategy needs high expenditure of the company. The company has to maintain a separate sales department for each brand line and sales agent of one brand cannot be made responsible for increase in sales of other brands.
Another face of change focus for the organization is techniques and tools. These are organizational procedures, systems, as well as, other interactions planned to produce a project or service (Spector, 2013, p. 6). In ASDA case, in order to make changes in regard to the poor quality and customer satisfaction, Archie could utilize and implement a total quality management process. Additionally, he could use a balance score card and run operations lean so that there would be a solid balance between the financial objectives and the internal/ external business processes. The balance between non-behavioral and behavioral elements can lead to success (Spector, 2013, p. 6).
Successful salespeople need analytic skills to identify, understand and solve their customer’s needs and challenges, going beyond the symptoms (Robert and Ralph 17). With adequate insight of the customer’s needs, it is easy to provide solutions. Any sales environment is bound to have stiff competition. This gives rise to the myth that there is no such thing as an ethical salesperson (Lambert et al. 40).
When the people in the organization are more open minded to change, they will not restrict themselves from trying something new or to learn new skills and technical knowledge. The organization will be more structured and can be realigned without hesitation. Therefore, the organization has the abilities to effectively deal when it comes to any changes that could lead to another direction. However, there are drawbacks that might happen during the process of change. One of the negative side would be the employees themselves or the stakeholders are resist to the change or not having a proper explanation from the managers caused them to circulate incorrect information about the change and thus hinder the completion of projects.
It is straightforward, unfit to associate intervention with organizational goals and aims. Contrary to this, sales training literature ease range of amenities and conceives a wide scope of purposes. Makes up the planned skills for a profession such as technical capabilities, judgmental thinking and
Also strong sales team in crucial for the advancement of the business in new locations and to expand the business in more than one type in which the company is currently operating (McClay, 2010). Furthermore, it is worth remembering that sales teams, given the occasion might need to perform at various levels. The strong sales teams can help in establishing strong sales force in new locations. This not only makes the management of sales force easy but also contributes in involving and motivating the sales force more for performing their
These days, companies are opting for workforce optimization to fulfill their two goals—one being enhance their customers’ overall experience while the other being create a pool of talent. A recent survey has revealed that about 80% of consumers participated in the survey said that helpful staff always improves their shopping experience, while 75% of participants revealed that they prefer walking out of the store when they do not find any knowledgeable associate helping them. Since customer experience has emerged as an organization skill, it is important for organizations to prepare their workforce with specialized knowledge and skill sets. For example, the talent management department of the organization should learn the ropes of driving workforce in a way that creates unmatched customer experience. On the other hand, the marketing department should learn how to engage their customers in a better way through omni-channel marketing.
Thus, to get customers in relationship with you, an organization should alter it’s behaviour to fulfill the needs of customer. In addition,through continuously interaction with customers and observe their habits and selection, they get to know what they want and need. QUESTION 2