1. 1
Overview
of Selling
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or
duplicated, or posted to a publicly accessible website, in whole or in part.

2. Learning Objectives 1
L 1 Define personal selling and describe its unique
characteristics as a marketing communications
tool.
L 2 Distinguish between transaction-focused
traditional selling and trust-based relationship
selling, with the latter focusing on customer value
and sales dialogue.
L 3 Understand sales professionalism as a key driver
in the continued evolution of personal selling.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

3. Learning Objectives 1
L 4 Explain the contributions of personal selling to
society, business firms, and customers.
L 5 Discuss five alternative approaches to selling.
L 6 Understand the sales process as a series of
interrelated steps.
L 7 Describe several aspects of sales careers, types
of selling jobs, and the key qualifications
needed for sales success.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

4. Personal Selling – Defined 1
An important part of marketing that relies
heavily on interpersonal interactions
between buyers
and sellers to
initiate, develop,
and enhance
customer
relationships.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

5. Trust-Based Relationship Selling 1
Requires that salespeople:
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

6. Customer Value 1
The customer’s perception of what
they get for what they have to give up.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

7. Assessing the Value
of the Salesperson 1
• Does the salesperson do a good job in
helping me?
• Is the salesperson
dependable?
• Does the salesperson
help me achieve my
strategic priorities?
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

8. Assessing the Value
of the Salesperson 1
• Is the salesperson’s company easy to work
with, i.e., hassle-free?
• Does the salesperson
enlist others in his or
her organization when
needed to create value
for me?
• Does the sales
representative understand
my business and my industry?
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

9. Sales Dialogue 1
Business conversation
between buyers & sellers
that occur as salespeople
attempt to initiate,
develop, & enhance
customer relationships.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

10. Purpose of Sales Dialogue 1
Allows for more
thorough qualifying.
Clarify the prospect’s
situation and buying
process.
Helps determine
prospective customer’s
unique needs.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

11. Purpose of Sales Dialogue 1
Determine the
prospect’s strategic
priorities
Communicate ability
to create and deliver
customer value.
Negotiate and earn
commitment.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

12. Purpose of Sales Dialogue 1
Communicate additional
opportunities to increase
value.
Assess sales
organization & salesperson
performance.
Continuously improve
customer value.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

13. Transaction-Focused Selling vs.
Trust-Based Relationship Selling
1
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

14. Transaction-Focused Selling vs.
Trust-Based Relationship Selling
1
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

15. Evolution of Personal Selling –
What is a “Profession” 1
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

16. Sales Professionalism 1
A customer-oriented
approach that uses truthful,
non-manipulative tactics to
satisfy the long-term needs
of both the customer and
the selling firm.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

17. Contributions of Personal Selling:
Salespeople and Society
1
• Salespeople help stimulate the economy.
Nothing happens until
• Salespeople help with somebody sells something!
the diffusion of
innovation.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

18. Contributions of Personal Selling:
Salespeople and the Employing Firm
1
• Salespeople generate revenue.
• Salespeople provide market research
and customer feedback.
• Salespeople become future leaders in
the organization.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

19. Contributions of Personal Selling:
Salespeople and the Customer
1
• Salespeople provide solutions to problems.
• Salespeople provide expertise and serve as
information resources.
• Salespeople serve as advocates for the
customer when dealing with the selling
organization.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

20. Ethical Dilemma 1
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21. Alternative
Personal Selling Approaches
1
• Stimulus Response Selling
• Mental States Selling Adaptive Selling:
the ability of a
• Need Satisfaction Selling salesperson to alter
his/her sales messages
• Problem Solving Selling and behaviors during a
sales presentation or as
• Consultative Selling they encounter different
sales situations and
different customers.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

22. Stimulus Response Selling 1
An approach to selling where the key
idea is that various stimuli can elicit
predictable responses from customers.
Salespeople furnish the stimuli from a
repertoire of words and actions designed
to produced the desired response.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

23. Stimulus Response Selling 1
Simple in design; assumes conditioned response improves likelihood of
success; a risky and unreliable strategy.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

24. Continued Affirmation Selling 1
An example of stimulus response selling
in which a series of questions or
statements furnished by the salesperson
is designed to condition the prospective
buyer to answering “yes” time after time,
until, it is hoped, he or she will be
inclined to say “yes” to the entire sales
proposition.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

25. Mental States Selling 1
Assumes the buying process for most
buyers is essentially identical and that
buyers can be led through certain
mental states, or steps, in the buying
process.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

26. Mental States Selling 1
Assumes buyer can be led through mental states; promotes one-way
communication; a risky and unreliable strategy.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

27. Need Satisfaction Selling 1
Based on the notion that the customer is
buying to satisfy a particular need or set
of needs. The salesperson is more
dependent upon questioning and
listening to uncover the buyer’s needs.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

28. Need Satisfaction Selling 1
Interact with buyer to determine existing needs; present
solutions to needs; solutions limited to seller’s products.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

29. Problem Solving Selling 1
An extension of need satisfaction selling
that goes beyond identifying needs to
developing alternative solutions for
satisfying these needs
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

30. Problem Solving Selling 1
Interact with buyer to determine existing and potential needs;
present multiple solutions not limited to seller’s products.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

31. Ethical Dilemma 1
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

32. Consultative Selling 1
The process of helping
Long-Term customers reach their
Ally
strategic goals by using
the products,
Business services, and
Consultant
expertise of the
Strategic
Orchestrator
selling
organization.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

33. The Sales Process - Overview 1
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34. Characteristics of Sales Careers 1
• Occupational Outlook
• Advancement
Opportunities
• Immediate Feedback
• Job Variety
• Independence
• Compensation
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

35. Occupational Outlook 1
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

36. Advancement Opportunities 1
Successful salespeople display some of the key
attributes necessary for success in executive
positions, including:
• Good communicators (including persuasive
communication)
• Self Confident
• Motivated
• Determined
• Sound judgment
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

37. Immediate Feedback 1
Constant feedback on their job performance from:
• Analysis of results
• Sales managers
• Customers
Immediate feedback from customers is beneficial because it
allows the salesperson to adjust the message as needed during
the communication process.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

38. Job Variety and Independence 1
Professional selling is rarely the same from day-to-
day. The word “routine” doesn’t apply.
Usually, salespeople are accountable for attaining
certain goals…how they get there is up to them.
There is no “time-clock” and no taskmaster.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

39. Compensation 1
Good salespeople usually earn
an income well above the
national average. Many
salespeople earn six figure
incomes (or higher).
Income is most often tied
directly to performance.
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

40. Common Types of Sales Positions 1
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

41. Other Types of Sales Positions 1
• Inside Sales
• Direct-to-Consumer Sales
• Combination Sales Jobs
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

42. Characteristics of
Successful Salespeople 1
• Active Listening • Strategic
• Service Orientation • Dependable
• Strong Oral and Written • Motivated
Communication Skills • Integrity
• Problem Solving • Initiative
• Logical • Adaptable
©2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.