Welcome To
UNIT 39/45 Sales Management
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INTRODUCTION
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LO3 & PRE-CLASS SURVEY
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GRADING THE ASSIGNMENTS
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RULES AND RESTRICTIONS
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NOTICE
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INTRODUCTION
This unit introduces students to the discipline of sales management for the 21st century. Changing dynamics between buyers and sellers, driven by the fast-paced evolution of e-commerce and globalization, has led organisations to review and adapt their sales management approach in response to a customer driven culture.
This unit gives a comprehensive overview of sales management and equips students with the tools and knowledge they need to succeed in today’s increasingly complex and fast-paced sales environment. Learning Outcomes By the end of this unit a student will be able to: 1 Demonstrate an understanding of the principles of sales management. 2 Evaluate the relative merits of how sales structures are organised, and recognize the importance of ’selling through others’. 3 Analyse and apply principles of successful selling. 4 Demonstrate an understanding of the finance of selling.
STUDENTS LEARNING OUTCOMES
LO1. By the end of module 1 you will be able to:
Demonstrate an understanding of the principles of sales management
Introduction and scope of sales management:
LO2. By the end of module 2 you will be able to:
Evaluate the relative merits of how sales structures are organised, and recognise the importance of ’selling through others’
Sales leadership and the sales executive:
LO3. By the end of module 3, you will be able to:
Analyse and apply principles of successful selling
Turning customer information into knowledge:
LO4. By the end of module 4, you will be able to:
Demonstrate an understanding of the finance of selling
Portfolio management:
This unit introduces students to the discipline of sales management for the 21st century. Changing dynamics between buyers and sellers, driven by the fast-paced evolution of e-commerce and globalization, has led organisations to review and adapt their sales management approach in response to a customer driven culture.
This unit gives a comprehensive overview of sales management and equips students with the tools and knowledge they need to succeed in today’s increasingly complex and fast-paced sales environment. Learning Outcomes By the end of this unit a student will be able to: 1 Demonstrate an understanding of the principles of sales management. 2 Evaluate the relative merits of how sales structures are organised, and recognize the importance of ’selling through others’. 3 Analyse and apply principles of successful selling. 4 Demonstrate an understanding of the finance of selling.
STUDENTS LEARNING OUTCOMES
LO1. By the end of module 1 you will be able to:
Demonstrate an understanding of the principles of sales management
Introduction and scope of sales management:
- Definition of sales management and the key aspects of sales management, including planning, selling and reporting.
- Strategies for measuring and monitoring, including the sales funnel and hit rate metric.
- Different modes of selling (B2B and B2C) and their impact upon buyer and seller roles and dynamics.
- Consumer buying behaviour process.
- Business buying behaviour process.
- Sales promotions and incentives.
- the use of Skype, video conferencing on tablet devices for improved communication; online events and sales training to improve sales skills and productivity and cloud computing to improve information access.
LO2. By the end of module 2 you will be able to:
Evaluate the relative merits of how sales structures are organised, and recognise the importance of ’selling through others’
Sales leadership and the sales executive:
- Ethics of behavior, law and sales leadership.
- Designing and organizing the sales force and choosing the right structure: geography, product and customer-based design.
- Appropriate recruitment and training to develop an efficient sales force.
- Supervising, managing and leading the sales force.
- Goal setting, managing performance and reward of the sales force
- ‘Selling through others’ − the advantages of using different sales channels.
LO3. By the end of module 3, you will be able to:
Analyse and apply principles of successful selling
Turning customer information into knowledge:
- Classification of sales leads: hot, warm and cold.
- The cold vs warm approach. Successful pitching and positioning.
- Negotiation techniques and tactics: closing sale, handling objections, when to say ‘no’, ethics of behaviour and overpromising.
- Building and managing relationships.
- Exit and terminating relationships.
LO4. By the end of module 4, you will be able to:
Demonstrate an understanding of the finance of selling
Portfolio management:
- Calculating margins. Payment mechanisms and terms.
- The sales cycle.
- Industry specific sales cycle management.
- Overall, performance management.
RECOMMENDED TEXTS
Textbooks
HAIR, J., ANDERSON, R., MEHTA, R. and BABIN, B. (2008) Sales Management: Building Customer Relationships and Partnerships. 1st ed. London: Cengage Learning.
JOBBER, D. and LANCASTER, G. (2015) Selling and Sales Management. Harlow: Pearson.
TANNER, J., HONEYCUTT, E. and ERFFMEYER, R. (2013) Sales Management. Harlow: Pearson.
WEINBERG, M. (2015) Sales Management. Simplified: The Straight Truth About Getting Exceptional Results from Your Sales. New York: Amacom.
Textbooks
HAIR, J., ANDERSON, R., MEHTA, R. and BABIN, B. (2008) Sales Management: Building Customer Relationships and Partnerships. 1st ed. London: Cengage Learning.
JOBBER, D. and LANCASTER, G. (2015) Selling and Sales Management. Harlow: Pearson.
TANNER, J., HONEYCUTT, E. and ERFFMEYER, R. (2013) Sales Management. Harlow: Pearson.
WEINBERG, M. (2015) Sales Management. Simplified: The Straight Truth About Getting Exceptional Results from Your Sales. New York: Amacom.
LEARNING OUTCOME 3
EXPECTED STUDENT LEARNING OUTCOME
After completing this module you will be able to:
LO3. Analyse and apply principles of successful selling
The goal of this module is to critically analyse: how the key principles and techniques for successful selling can contribute to building and managing customer relationships in business organisations.
EXPECTED STUDENT LEARNING OUTCOME
After completing this module you will be able to:
LO3. Analyse and apply principles of successful selling
The goal of this module is to critically analyse: how the key principles and techniques for successful selling can contribute to building and managing customer relationships in business organisations.
ASSESSMENT CRITERIA
- P4 Analyse the key principles and techniques for successful selling and how they contribute to building and managing customer relationships in application to specific organisational examples.
- M3 Critically analyse the application of successful selling principles and techniques in application to specific organisational examples.
LESSON CONTENT
Turning customer information into knowledge:
Turning customer information into knowledge:
- Classification of sales leads: hot, warm and cold.
- The cold vs warm approach. Successful pitching and positioning.
- closing sale, handling objections, when to say ‘no’, ethics of behaviour and overpromising.
- Building and managing relationships.
- Exit and terminating relationships.
ASSESSMENT OF PRIOR LEARNING
Mandatory Survey. Rate your competency against the learning outcomes in this module.
Please complete this Survey before you start the new course. You'll be asked to review your answers later in the course as part of a graded assignment. You'll be instructed to look back (reflect) and assess what you've learned on this course. PLUS! your answers will useful to the Lecturer to determine your prior knowledge in the subject and tailor the lessons and learning activities to better support your needs
Please complete this Survey before you start the new course. You'll be asked to review your answers later in the course as part of a graded assignment. You'll be instructed to look back (reflect) and assess what you've learned on this course. PLUS! your answers will useful to the Lecturer to determine your prior knowledge in the subject and tailor the lessons and learning activities to better support your needs
How familiar are you with the content covered in this module?
Rate your current competency against the learning outcomes for this module on the following scale:
1 = Novice. This subject matter is completely new to me.
2 = Partial understanding or competence. I have a basic understanding of the subject matter but still require support.
3 = Average understanding or competence. I have a fair grasp of the subject matter and its application.
4 = Above average understanding or competence. I have a strong grasp of the subject matter and could easily apply it in a variety of contexts.
5 = Expert. I have mastered this subject area, and I could teach it to others.
Read the questions provided in the Student Survey Form below and check the appropriate answers...
TEACHING AND LEARNING ACTIVITIES IN THIS UNIT
THREE FACTORS WE CONSIDER WHEN SETTING THE ASSIGNMENTS:
How The Tasks In the Assignments Are Constructed And The Grading Criteria
OTHER CONSIDERATIONS:
USING CONSTRUCTIVE AND ACTIONABLE FEEDBACK TO MEET THE GRADING CRITERIA
Your performance on the assessment will indicate if you’re reading, memorizing, paying attention, and taking the right notes. To do well, you’ll need to apply what you’re learning to the situations presented to you in the assignment. Here are ways you can correctly use what you’re learning to improve your grades, become more confident, and contribute effectively to group work:
- We want to make learning fun, and so we’ve included many practical and interactive elements in the program. To increase your learning and engagement, we’re using a wide variety of teaching methods and assessments: traditional lecture, powerpoint, video, audio, field study, abstract models, diagrams, case studies, concept maps and examples to help connect what we’re teaching to make the information and learning experience practical, relevant, relatable and meaningful to the students.
- For assessments and activities, we mix traditional paper methods, mandatory class discussions, short assignments, and online multiple choice quizzes to help you to memorize the vocabulary and concepts that you might be struggling to remember and retain. For the quiz, the use of testing software allow you to take the test and receive the results immediately.
- Direct engagement encourages students to take responsibility for their learning and we have research papers, essays, debates, forums, video and audio assignments, and teamwork so you can work through problems with a partner and support each other in the areas that you’re most challenged.
- We make sure we calculate all your efforts so everything count towards your grades.
THREE FACTORS WE CONSIDER WHEN SETTING THE ASSIGNMENTS:
- Your prior knowledge,
- The contents you’re learning now, and your
- Development of your cognitive abilities to undertake more complex task as you progress in the program.
How The Tasks In the Assignments Are Constructed And The Grading Criteria
- Course-related knowledge (called content knowledge);
- Correct use of the command verb
- Applying and using the content knowledge in a context and constructive way e.g. to solve problem and make decisions in the case situation/context given; solve an accounting problem; create a concept map etc.
OTHER CONSIDERATIONS:
- Competencies in the academic domain e.g. quality and breath of the discussion, use of appropriate language, vocabulary, grammar and sentence construction; comprehension of the assignment and executing the task correctly; Harvard Referencing Standards
- Attention to instructions
- Grade Achievement e.g. Pass, Merit and Distinction
- Attitudes, values, and self-awareness
USING CONSTRUCTIVE AND ACTIONABLE FEEDBACK TO MEET THE GRADING CRITERIA
Your performance on the assessment will indicate if you’re reading, memorizing, paying attention, and taking the right notes. To do well, you’ll need to apply what you’re learning to the situations presented to you in the assignment. Here are ways you can correctly use what you’re learning to improve your grades, become more confident, and contribute effectively to group work:
- The topic is the subject of the assignment. All information available on this topic is content knowledge. For example, what the topic is about, what it does, how it works, the positive and negative influences – how its impacting or being impacted by other issues (pros/benefits or cons/limitations/drawbacks). Learn all the information, so you’re ready to use this content knowledge in different ways..
- You’ll also need to show your assessor and audience the depth of your understanding. To test the level of your knowledge, you’re given specific commands, e.g. to explain, analyze, describe, compare, apply etc. These are the command verbs to tell you how to carry out the assignment correctly. You must also study what each Command Verb requires to use the content knowledge correctly. For example, comparing is not explaining, and explaining is not analyzing, and if you don’t know the difference, you’ll incorrectly execute the assignment.
- The assignments have command verbs, topic, and contexts to demonstrate that you can use content knowledge constructively and in different situations/contexts/settings, e.g. to solve a problem in a case study, accounting formula, or statistical equation, etc.
- Pay attention to further instructions given the assignment and meet academic conventions. Carefully read the instructions and assignment given then identify the critical parts of the task. You must satisfactorily demonstrate three main criteria to pass the course.
- Set up a meeting with your Success Manager to go-over the feedback and plan for the achievement of these competencies.
Module Rules And Restrictions
Learning Outcomes (LO) are called modules. There are four (4) modules to be covered on Unit 45 Sales Management. Each module has graded assignments.
Pass Grades
Assignments marked as P e.g. P1, are compulsory. You must do all all P tasks on the module. If you achieve the grade, you're award Pass for that assignment.
Referred Grade
If you do not achieve the pass grade, you're awarded the Referred Grade, and can re-sit the assignment. Resit fee is $12.00 per task. You'll only be allowed to resit a module twice. Any unit that has a referred grade is capped at a pass. This means that you cannot earn a higher grade for this unit e.g. if you earn a referred grade on P1 in module 1 of unit 35, you cannot earn a merit or distinction on unit 35.
Late Work
Your assignment must be submitted no later than 11:30 PM on the due date. Submitting late work is strongly discouraged. If an unplanned event occurs, you have a maximum of two days to submit with late fee of $5 paid with the late assignment.
Extenuating Circumstances
If you have supporting evidence of extenuating circumstances you can apply for further extension for late assignment submission. See the published list of issues considered 'extenuating'. Permission for extenuating circumstances cannot extend beyond the final day of the semester. You'll pay the late penalty of $15, when submitting the assignment on the given date.
Fail Grade
If you fail to complete and submit the 'P' tasks on the assignment, your grade is Incomplete (IC/NC), which is a fail grade. If you earn a fail grade on the unit, you must retake the assignments at the full 'per-course rate' that is published in Tuition Schedule.
If you fail to secure a pass grade after resitting twice on a module, you'll be awarded a fail, and will need to take over the class and all the assignments at the full 'per-course rate' published in the Tuition Schedule.
If you plagiarize at any point on this unit, your paper will awarded a fail. Plagiarism can be committed in a number of ways, please see the handbook. If you earn a fail grade, and will need to take over the class and all the assignments at the full 'per-course rate' published in the Tuition Schedule.
Higher Grades
You can earn a merit or distinction grade on this Module when you achieve the criteria for the tasks listed as M and D e.g. M1, D1 etc. While we'll encourage you to attempt all tasks on the assignment, it's not compulsory for you to attempt the tasks for merit and distinction in the assignments. In other words, you don't have to do the tasks listed as M and D. If you miss one M or D task, do not attempt the others, as you'll need to earn the grades for all M tasks, to earn Merit. For the distinction, you'll need to earn the grade for all the Ms and Ds.
Merit
You can achieve the merit grade only when you earn both the pass (P) and merit (M) grades on the module. If you're undertaking task on the assignment marked 'M' e.g. M1 you're attempting the merit grade. If you do not earn the merit grade, you can only be awarded the pass grade, as long as you satisfied the Pass criteria. You cannot resit a M task after you attempted it once. The grade will be capped at a pass for the unit.
Distinction
You can achieve the distinction grade only when you earn the pass (P), merit (M) and distinction (D) grades on the module. If you're undertaking the task on the assignment marked 'D' e.g. D1, you're attempting the distinction grade. If you do not achieve the grade, you can be awarded the merit grade, as long as you satisfied the criteria for the pass and merit. You cannot resit a D task after you attempted it once. The grade will be capped at a merit for the unit.
NOTICE
There are no notices for this class
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Lesson 7 Graded Activities
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Lesson 8 Graded Activities
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Lesson 9 Graded Activities
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Satisfaction Survey
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STUDENT EXPECTED LEARNING OUTCOME
You will be able to:
LO3: Analyse and apply principles of successful selling
You will be able to:
LO3: Analyse and apply principles of successful selling
LESSON GOALS:
LO3. By the end of module 3, you will be able to:
ASSESSMENT CRITERIA
COURSE CONTENTS AND RESOURCES FOR READING AND CLASS DISCUSSIONS
Turning customer information into knowledge
DEFINING THE CORE CONCEPTS OF THE LESSON
Analyse means: to examine in a methodical and detailed way, by breaking down, describing, and interpreting how the information/issue is structured.
Critically analyse means: to evaluate both sides of an argument to determine the impact, influence and significance of the variables being studied. Example: evaluate the pros and cons; strengths and weaknesses; and limitations and benefits
The key principles of successful selling are:
Techniques for successful selling (Selling Process):
The typical selling process involves several stages,
Customer relationships and selling strategies:
Selling Strategies:
LO3. By the end of module 3, you will be able to:
- Analyse key topics and issues in the assignment
- Apply content knowledge to organisational situation
- Explain the key principles and techniques for successful selling
- Analyse how the key principles and techniques for successful selling can contribute to building and managing customer relationships in business organisations
- Review organisational situations, analyse performance, and produce evidence-based arguments
ASSESSMENT CRITERIA
- P4 Analyse the key principles and techniques for successful selling and how they contribute to building and managing customer relationships in application to specific organisational examples.
- M3 Critically analyse the application of successful selling principles and techniques in application to specific organisational examples.
COURSE CONTENTS AND RESOURCES FOR READING AND CLASS DISCUSSIONS
Turning customer information into knowledge
- Classification of sales leads: hot, warm and cold.
- The cold vs warm approach. Successful pitching and positioning.
- Negotiation techniques and tactics: closing sale, handling objections, when to say ‘no’, ethics of behaviour and overpromising.
- Building and managing relationships.
- Exit and terminating relationships.
DEFINING THE CORE CONCEPTS OF THE LESSON
Analyse means: to examine in a methodical and detailed way, by breaking down, describing, and interpreting how the information/issue is structured.
Critically analyse means: to evaluate both sides of an argument to determine the impact, influence and significance of the variables being studied. Example: evaluate the pros and cons; strengths and weaknesses; and limitations and benefits
The key principles of successful selling are:
- Relationship-building
- Proposing solutions to customer's problems
- Price and Value (mutual benefit)
- 40% Talking and 60% Listening
- Credibility and reputation: honesty, understanding, empathy, thoughtfulness, trust and expertise
- Closing the sale
- Repeat business and referrals
- Tag line (value proposal) - two sentence statements
Techniques for successful selling (Selling Process):
The typical selling process involves several stages,
- beginning with the pre-approach (prospecting)
- approach: needs-identification stage (where you would ask SPIN questions),
- presentation stage
- handling objections
- closing stage
- follow-up, and implementing and providing customer service
Customer relationships and selling strategies:
- Transactional, or one-time purchases,
- Functional and affiliative relationships that may look like friendships.
- Strategic partnerships that are often likened to a marriage.
Selling Strategies:
- Script-based selling is also called canned selling
- Needs-Satisfaction Selling
- Consultative Selling
- Strategic-Partner Selling
SUMMATIVE ASSESSMENT
High Stakes Assignments
Activities For Lesson Seven (7)
- Oral Presentation (required activity: graded)
ACTIVITY ONE:
Review the literature surrounding the benefits of sales structures and their organisation, and answer the questions provided
Review the literature surrounding the benefits of sales structures and their organisation, and answer the questions provided
CASE CONTEXT
AIM University Group has just taken over 100% stake in Colbourne College's tertiary market, and is entering a new geographical market in Jamaica. It is seeking to expand the Business and International Travel And Tourism Management (Aviation) programs. The Board of AIM University Group is expanding the sales team and your role as Admission Sales Manager is key to peak productivity by transforming your sales team performance to increase admission and optimize the revenue lift. You must enable your sales team to focus 100% on selling and execute the perfect sales process to drive efficient growth.
TASK
To strategically transform and expand your sales team performance, you'll be hosting and participating in a meeting of student recruitment experts to share the best tips on the key principles and techniques for successful selling and how they contribute to building and managing customer relationships.
This assignment is to be presented in a 30-35 minutes business meeting format. Four (4) students will form a team and perform in the role of student recruitment experts. You will record the teleconference on the Zoom Platform and submit the recorded session for grading. Please address the following questions and tasks in meeting the assessment criteria:
1. Focusing on the key principles for successful selling, what are the essential questions that you should be asking yourself before beginning your sales expansion?
2. How do customer relationships begin as transactional and move toward strategic partnerships?
3. Adopt a sales strategy for a specific product and critically analyse the pros and cons of the selling techniques in relations to customer relationship and retention.
RECOMMENDED TIME
(10.2 hours: 3 hours reading, 4 hours writing, 3 hours team-practicing, and 20 minutes presentation)
Instructions
1. You're expected to engage completely in the assignment and present your answers in a meaningful way to demonstrate knowledge, understanding and the ability to apply what you've learned in a realistic and constructive way.
2. Activity One will require that you read the resources linked in the lesson content, and use the literature to address the given tasks.
3. Your must actively engage in every discussion as you're graded individually and not as a team.
4. The session will be recorded and the recording will be submitted as the evidence, thus no written paper needs to be submitted.
5. You will: 1) Save and upload the video file using the upload option below; and 2) Copy and paste your answers in the box provided below. Remember to use topic headers for each task, and paragraphs to present and space your work neatly and properly.
6. Reading is not allowed for the oral discussion. While the notes are allowed, you must read and study ahead of the session, and come armed with the information and knowledge to contribute ideas and participate fully in the discussion.
7. This assignment is mandatory for passing the course.
Submission Deadline | June 8
THIS ASSIGNMENT DOES NOT HAVE A LATE SUBMISSION. IF YOU ARE SEEKING CONSIDERATION FOR EXTENUATING CIRCUMSTANCES, IF GRANTED YOU'LL HAVE TO UNDERTAKE THE ASSIGNMENT ALONE.
See the instructions about special conditions for extenuating circumstances.
AIM University Group has just taken over 100% stake in Colbourne College's tertiary market, and is entering a new geographical market in Jamaica. It is seeking to expand the Business and International Travel And Tourism Management (Aviation) programs. The Board of AIM University Group is expanding the sales team and your role as Admission Sales Manager is key to peak productivity by transforming your sales team performance to increase admission and optimize the revenue lift. You must enable your sales team to focus 100% on selling and execute the perfect sales process to drive efficient growth.
TASK
To strategically transform and expand your sales team performance, you'll be hosting and participating in a meeting of student recruitment experts to share the best tips on the key principles and techniques for successful selling and how they contribute to building and managing customer relationships.
This assignment is to be presented in a 30-35 minutes business meeting format. Four (4) students will form a team and perform in the role of student recruitment experts. You will record the teleconference on the Zoom Platform and submit the recorded session for grading. Please address the following questions and tasks in meeting the assessment criteria:
1. Focusing on the key principles for successful selling, what are the essential questions that you should be asking yourself before beginning your sales expansion?
2. How do customer relationships begin as transactional and move toward strategic partnerships?
3. Adopt a sales strategy for a specific product and critically analyse the pros and cons of the selling techniques in relations to customer relationship and retention.
RECOMMENDED TIME
(10.2 hours: 3 hours reading, 4 hours writing, 3 hours team-practicing, and 20 minutes presentation)
Instructions
1. You're expected to engage completely in the assignment and present your answers in a meaningful way to demonstrate knowledge, understanding and the ability to apply what you've learned in a realistic and constructive way.
2. Activity One will require that you read the resources linked in the lesson content, and use the literature to address the given tasks.
3. Your must actively engage in every discussion as you're graded individually and not as a team.
4. The session will be recorded and the recording will be submitted as the evidence, thus no written paper needs to be submitted.
5. You will: 1) Save and upload the video file using the upload option below; and 2) Copy and paste your answers in the box provided below. Remember to use topic headers for each task, and paragraphs to present and space your work neatly and properly.
6. Reading is not allowed for the oral discussion. While the notes are allowed, you must read and study ahead of the session, and come armed with the information and knowledge to contribute ideas and participate fully in the discussion.
7. This assignment is mandatory for passing the course.
Submission Deadline | June 8
THIS ASSIGNMENT DOES NOT HAVE A LATE SUBMISSION. IF YOU ARE SEEKING CONSIDERATION FOR EXTENUATING CIRCUMSTANCES, IF GRANTED YOU'LL HAVE TO UNDERTAKE THE ASSIGNMENT ALONE.
See the instructions about special conditions for extenuating circumstances.
STUDENT EXPECTED LEARNING OUTCOME
You will be able to:
LO3: Analyse and apply principles of successful selling
You will be able to:
LO3: Analyse and apply principles of successful selling
ASSESSMENT CRITERIA
LESSON GOALS:
COURSE CONTENTS AND RESOURCES
The key principles of successful selling are:
Techniques for successful selling (Selling Process):
The typical selling process involves several stages,
Methods and modes of selling
TRADITIONAL
Elements of effective Sales Presentation:
Sales Skills:
What makes a good salesperson?
- P4 Analyse the key principles and techniques for successful selling and how they contribute to building and managing customer relationships in application to specific organisational examples.
- M3 Critically analyse the application of successful selling principles and techniques in application to specific organisation
LESSON GOALS:
- To examine what 'analyse' means
- Review supporting literature on the key principle for successful selling
- Review supporting literature on key techniques and methods of successful selling
- Review supporting literature on how these key principles and techniques can help the sales team members to sell successfully while building and managing customer relationships
- Evaluate the pros and cons of the selling principles, modes and techniques and how customer relationships might be impacted from the different angles
COURSE CONTENTS AND RESOURCES
The key principles of successful selling are:
- Relationship-building
- Proposing solutions to customer's problems
- Price and Value (mutual benefit)
- 40% Talking and 60% Listening
- Credibility and reputation: honesty, understanding, empathy, thoughtfulness, trust and expertise
- Closing the sale
- Repeat business and referrals
- Tag line (value proposal) - two sentence statements
Techniques for successful selling (Selling Process):
The typical selling process involves several stages,
- beginning with the pre-approach (prospecting)
- approach: needs-identification stage (where you would ask SPIN questions),
- presentation stage
- handling objections
- closing stage
- follow-up, and implementing and providing customer service
Methods and modes of selling
TRADITIONAL
- Face-to-face selling e.g door to door selling, and in store retailing
- Phone e.g. cold calling
- Internet marketing
- Direct Mail
- Catalogs
- Telemarketing
- Direct-response advertising
- Kiosk marketing
- Sale through retailers
- Sale through wholesaler
- Sale through agent
- Referral programs
- Opinion Leaders
Elements of effective Sales Presentation:
- ELEMENT 1: Extensive Product Knowledge - know your product
- ELEMENT 2: Know your Prospects - their needs, desires, age, sex, taste, location, and social and economic conditions
- ELEMENT 3: Offer solutions to problems
- ELEMENT 4: Ask questions, listen, and empathize
- ELEMENT 5: Connect with them and create a lasing impression
- ELEMENT 6: Make it urgent
- ELEMENT 7: Emphasize the benefits
- ELEMENT 8: Close the sale
- ELEMENT 9: Follow-up
Sales Skills:
- Product Knowledge
- Strategic Prospecting Skills
- Rapport Building on the call
- Buyer-seller Agreement
- Active Listening
- Communication
- Qualification Questioning
- Time Management
What makes a good salesperson?
- Ability to listen
- Empathy
- Hunger
- Competitiveness
- Networking ability
- Confidence
- Enthusiasm
- Resiliency
FORMATIVE ASSESSMENT
Medium Stakes Assignment
ASSESSMENT TOPIC:
P4 Analyse the key principles and techniques for successful selling and how they contribute to building and managing customer relationships in application to specific organisational examples and
P4 Analyse the key principles and techniques for successful selling and how they contribute to building and managing customer relationships in application to specific organisational examples and
Graded Activity For Lesson 8
- Email Writing (required activity: graded)
ACTIVITY TWO
CASE CONTEXT
RYDE South Florida is a travel and tourism business selling scheduled airport transportation, packaged vacations, and attraction tours directly to consumers through its website and in-house travel representatives. The company is seeking to expand it's sales team and lift customers and revenue for the company. The following is a call for travel sales team members on its website:
RYDE South Florida is looking For Travel Agents To Work In North America, Australia, Asia, Europe And Africa
The basic requirements for selection are: you understand the key principles for successful selling; you can apply these principles to select suitable methods and techniques; and sell our travel and transportation products successfully while building and managing long-term customer relationships.
We will be providing eight (8) weeks of online training plus 5-7 days of Practice-Based Learning in Florida. You will learn how to book and sell airline tickets, accommodation, cruise, ground transportation, and attractions.
Upon completing the training:
Come And Join Our Experienced Sales Team:
Florida is a number one destination, and at Ryde South Florida we pride ourselves on being the best. We package fun-filled adventure vacations; offer luxury cars, SUV and buses for ground transportation; and utilize the most affordable hotels, cruise lines, airlines, and attractions.
We’re committed to training and employing the best travel managers worldwide who’ll provide exceptional personal service, secure upgrades and VIP amenities, all while offering the most competitive prices to every client. As an agent, you will be developing personal relationships with the clients and tailoring each itinerary based on individual needs and desires.
Ryde South Florida has built relationships with travel providers worldwide and our Travel Trainers are practicing agents who will act as your travel manager and coach, teaching you how to develop and customizing itinerary to match your clients' taste, style and preference. You will also be travelling to educate yourselves on destinations and products, so your travel knowledge is coming from experience, and not just from the book.
Join Us!
____________________________________________________________________________________________
TASKS
You are the Sales Manager, you're creating an email for the Sales Team. The purpose of the email is to address frequently asked questions and present key information and guidelines for the sales strategy. In your email you'll consider the following as the essential questions to be answered:
1. What are the sales goals and vision for the department?
2. Considering the nature of RYDE's business and customers, explain why the given sales techniques are appropriate for successfully selling travel and tourism products?
3. CRITICAL ANALYSIS: What might be some weaknesses/limitations in applying this selling strategy that you adopted?
Be sure to consider the impact of your strategy on customer relationship building and management
____________________________________________________________________________________________
INSTRUCTIONS
1. Prepare a business email communication for your Sales Team.
2. Your message should be no more than 500 - 600 words and be completed and submitted by June 1.
3. You will review the class notes and conduct related research into the principles, methods and techniques for successful selling. Then critically analyse how these can build and manage long-term customer relationships.
4. You should think about what you have read, make clear arguments, and keep the discussion focused while honing the topic.
5. Draw on existential literature and the organisational exemplar to validate, reinforce and solidify your arguments.
6. You're expected to engage completely in the assignment and develop your answers in a meaningful way to demonstrate knowledge, understanding and the ability to apply what you've learned in a realistic and constructive way.
7. Your work should be neatly typed, using Arial Font and font size 11.
8. Use your own words, plagiarism is unacceptable. If you plagiarize on any assignment, you'll be awarded a fail grade for the unit. Before starting any assignments on the semester, be sure to read the information provided on what is plagiarism and how to avoid it.
9. You will submit this assignment twice: 1) First, you'll download the document that is attached to your Learn 'n Go account and complete the assignment. Save and upload the file using the upload option below; and 2) Copy and paste the same answer in the box provided below.
10. The only acceptable format for the uploaded work is in PDF.
11. Read these instructions carefully before you attempt the task.
12. This assignment is mandatory for passing the course.
13. Review the case information for RyDe South Florida at www.rydesouthflorida.com
Due On | June 2 - The assignment must be submitted before 5:00 PM
LATE ASSIGNMENT AND EXTENUATING CIRCUMSTANCES: The assignment is to be submitted on-time. See the instructions about late submissions and special conditions for extenuating circumstances.
Four (4) Hours | 500 Words
CASE CONTEXT
RYDE South Florida is a travel and tourism business selling scheduled airport transportation, packaged vacations, and attraction tours directly to consumers through its website and in-house travel representatives. The company is seeking to expand it's sales team and lift customers and revenue for the company. The following is a call for travel sales team members on its website:
RYDE South Florida is looking For Travel Agents To Work In North America, Australia, Asia, Europe And Africa
The basic requirements for selection are: you understand the key principles for successful selling; you can apply these principles to select suitable methods and techniques; and sell our travel and transportation products successfully while building and managing long-term customer relationships.
We will be providing eight (8) weeks of online training plus 5-7 days of Practice-Based Learning in Florida. You will learn how to book and sell airline tickets, accommodation, cruise, ground transportation, and attractions.
Upon completing the training:
- you will be qualified to join Ryde's team of travel managers and resellers of vacation packages, cruise and airport transportation.
- We have international representatives based in countries all over the world but we can help you to license as a travel agent in Florida (or in a specific country outside of the US).
- You can travel and experience the same Florida destinations and products that you sell. As A Travel-Manager-In-Training, you will be visiting all the destinations in ryde's florida vacations so you can confidently customize and recommend the best travel experiences for your clients.
- Sell successfully and become authorized to open your own office using RyDe Branding, International Reputation and Logo.
- Build longterm relationships with your clients
Come And Join Our Experienced Sales Team:
Florida is a number one destination, and at Ryde South Florida we pride ourselves on being the best. We package fun-filled adventure vacations; offer luxury cars, SUV and buses for ground transportation; and utilize the most affordable hotels, cruise lines, airlines, and attractions.
We’re committed to training and employing the best travel managers worldwide who’ll provide exceptional personal service, secure upgrades and VIP amenities, all while offering the most competitive prices to every client. As an agent, you will be developing personal relationships with the clients and tailoring each itinerary based on individual needs and desires.
Ryde South Florida has built relationships with travel providers worldwide and our Travel Trainers are practicing agents who will act as your travel manager and coach, teaching you how to develop and customizing itinerary to match your clients' taste, style and preference. You will also be travelling to educate yourselves on destinations and products, so your travel knowledge is coming from experience, and not just from the book.
Join Us!
____________________________________________________________________________________________
TASKS
You are the Sales Manager, you're creating an email for the Sales Team. The purpose of the email is to address frequently asked questions and present key information and guidelines for the sales strategy. In your email you'll consider the following as the essential questions to be answered:
1. What are the sales goals and vision for the department?
2. Considering the nature of RYDE's business and customers, explain why the given sales techniques are appropriate for successfully selling travel and tourism products?
3. CRITICAL ANALYSIS: What might be some weaknesses/limitations in applying this selling strategy that you adopted?
Be sure to consider the impact of your strategy on customer relationship building and management
____________________________________________________________________________________________
INSTRUCTIONS
1. Prepare a business email communication for your Sales Team.
2. Your message should be no more than 500 - 600 words and be completed and submitted by June 1.
3. You will review the class notes and conduct related research into the principles, methods and techniques for successful selling. Then critically analyse how these can build and manage long-term customer relationships.
4. You should think about what you have read, make clear arguments, and keep the discussion focused while honing the topic.
5. Draw on existential literature and the organisational exemplar to validate, reinforce and solidify your arguments.
6. You're expected to engage completely in the assignment and develop your answers in a meaningful way to demonstrate knowledge, understanding and the ability to apply what you've learned in a realistic and constructive way.
7. Your work should be neatly typed, using Arial Font and font size 11.
8. Use your own words, plagiarism is unacceptable. If you plagiarize on any assignment, you'll be awarded a fail grade for the unit. Before starting any assignments on the semester, be sure to read the information provided on what is plagiarism and how to avoid it.
9. You will submit this assignment twice: 1) First, you'll download the document that is attached to your Learn 'n Go account and complete the assignment. Save and upload the file using the upload option below; and 2) Copy and paste the same answer in the box provided below.
10. The only acceptable format for the uploaded work is in PDF.
11. Read these instructions carefully before you attempt the task.
12. This assignment is mandatory for passing the course.
13. Review the case information for RyDe South Florida at www.rydesouthflorida.com
Due On | June 2 - The assignment must be submitted before 5:00 PM
LATE ASSIGNMENT AND EXTENUATING CIRCUMSTANCES: The assignment is to be submitted on-time. See the instructions about late submissions and special conditions for extenuating circumstances.
Four (4) Hours | 500 Words
STUDENT EXPECTED LEARNING OUTCOME
You will be able to:
LO3: Analyse and apply principles of successful selling
You will be able to:
LO3: Analyse and apply principles of successful selling
ASSESSMENT CRITERIA
LESSON GOALS:
COURSE CONTENTS AND RESOURCES
The key principles of successful selling are:
Techniques for successful selling (Selling Process):
The typical selling process involves several stages,
Methods and modes of selling
TRADITIONAL
Elements of effective Sales Presentation:
What makes a good salesperson?
- P4 Analyse the key principles and techniques for successful selling and how they contribute to building and managing customer relationships in application to specific organisational examples.
- M3 Critically analyse the application of successful selling principles and techniques in application to specific organisation
LESSON GOALS:
- To examine what 'analyse' means
- Review supporting literature on the key principle for successful selling
- Review supporting literature on key techniques and methods of successful selling
- Review supporting literature on how these key principles and techniques can help the sales team members to sell successfully while building and managing customer relationships
- Evaluate the pros and cons of the selling principles, modes and techniques and how customer relationships might be impacted from the different angles
COURSE CONTENTS AND RESOURCES
The key principles of successful selling are:
- Relationship-building
- Proposing solutions to customer's problems
- Price and Value (mutual benefit)
- 40% Talking and 60% Listening
- Credibility and reputation: honesty, understanding, empathy, thoughtfulness, trust and expertise
- Closing the sale
- Repeat business and referrals
- Tag line (value proposal) - two sentence statements
Techniques for successful selling (Selling Process):
The typical selling process involves several stages,
- beginning with the pre-approach (prospecting)
- approach: needs-identification stage (where you would ask SPIN questions),
- presentation stage
- handling objections
- closing stage
- follow-up, and implementing and providing customer service
Methods and modes of selling
TRADITIONAL
- Face-to-face selling e.g door to door selling, and in store retailing
- Phone e.g. cold calling
- Internet marketing
- Direct Mail
- Catalogs
- Telemarketing
- Direct-response advertising
- Kiosk marketing
- Sale through retailers
- Sale through wholesaler
- Sale through agent
- Referral programs
- Opinion Leaders
Elements of effective Sales Presentation:
- ELEMENT 1: Extensive Product Knowledge - know your product
- ELEMENT 2: Know your Prospects - their needs, desires, age, sex, taste, location, and social and economic conditions
- ELEMENT 3: Offer solutions to problems
- ELEMENT 4: Ask questions, listen, and empathize
- ELEMENT 5: Connect with them and create a lasing impression
- ELEMENT 6: Make it urgent
- ELEMENT 7: Emphasize the benefits
- ELEMENT 8: Close the sale
- ELEMENT 9: Follow-up
What makes a good salesperson?
- Ability to listen
- Empathy
- Hunger
- Competitiveness
- Networking ability
- Confidence
- Enthusiasm
- Resiliency
FORMATIVE ASSESSMENT
Low Stakes Assignment
FORMATIVE ASSESSMENT
Low Stakes Assignment
ASSIGNMENT TOPIC: P4
Mandatory Activity In Lesson Three Class Period
- Questions and Answers: in-class discussion to recap learning of the core concepts of the lesson
ACTIVITY THREE
CASE CONTEXT
RYDE South Florida is a travel and tourism business selling scheduled airport transportation, packaged vacations, and attraction tours directly to consumers through its website and in-house travel representatives. The company is seeking to expand it's sales team and lift customers and revenue for the company. The following is a call for travel sales team members on its website:
RYDE South Florida is looking For Travel Agents To Work In North America, Australia, Asia, Europe And Africa
The basic requirements for selection are: you understand the key principles for successful selling; you can apply these principles to select suitable methods and techniques; and sell our travel and transportation products successfully while building and managing long-term customer relationships.
We will be providing eight (8) weeks of online training plus 5-7 days of Practice-Based Learning in Florida. You will learn how to book and sell airline tickets, accommodation, cruise, ground transportation, and attractions.
Upon completing the training:
Come And Join Our Experienced Sales Team:
Florida is a number one destination, and at Ryde South Florida we pride ourselves on being the best. We package fun-filled adventure vacations; offer luxury cars, SUV and buses for ground transportation; and utilize the most affordable hotels, cruise lines, airlines, and attractions.
We’re committed to training and employing the best travel managers worldwide who’ll provide exceptional personal service, secure upgrades and VIP amenities, all while offering the most competitive prices to every client. As an agent, you will be developing personal relationships with the clients and tailoring each itinerary based on individual needs and desires.
Ryde South Florida has built relationships with travel providers worldwide and our Travel Trainers are practicing agents who will act as your travel manager and coach, teaching you how to develop and customizing itinerary to match your clients' taste, style and preference. You will also be travelling to educate yourselves on destinations and products, so your travel knowledge is coming from experience, and not just from the book.
_______________________________________________________________________________________________
TASKS
FOR COMPULSORY IN-CLASS DISCUSSION
BIG GROUP - LESSON RECAP:
1. What are the essential qualities of successful travel resellers?
2. What are the key principles of successful selling?
3. Describe RyDE's Selling Methods. Are these effective? What other channels would you suggest?
3. Considering the nature of RYDE's business and customers, outline the selling techniques that might be appropriate for successfully selling its travel products?
BREAK-AWAY SESSION - IN GROUPS OF 5-6
4. ROLE PLAYING: Focusing on the elements of effective sales presentation, successfully sell a travel product to a targeted customer.
_______________________________________________________________________________________________
INSTRUCTIONS
1. This assignment is for mandatory in-class writing and discussion. You'll be assigned to teams of six (6) persons during the class session.
2. You will review the class notes and conduct related research into the principles, methods and techniques for successful selling. Then critically analyse how these can build and manage long-term customer relationships.
3. You should think about what you have read, make clear arguments, and keep the discussion focused while honing the topic.
4. Draw on existential literature and the organisational exemplar to validate, reinforce and solidify your arguments.
5. You're expected to engage completely in the assignment and develop your answers in a meaningful way to demonstrate knowledge, understanding and the ability to apply what you've learned in a realistic and constructive way.
6. Your work should be neatly typed, using Arial Font and font size 11.
7. Use your own words, plagiarism is unacceptable. If you plagiarize on any assignment, you'll be awarded a fail grade for the unit. Before starting any assignments on the semester, be sure to read the information provided on what is plagiarism and how to avoid it.
8. The only acceptable format for the uploaded work is in PDF.
9. Read these instructions carefully before you attempt the task.
10. Participation in the oral discussion is mandatory to earning higher grade in this course.
11. Review the case information for RyDe South Florida at www.rydesouthflorida.com
Due On | June 2 and 4
LATE ASSIGNMENT AND EXTENUATING CIRCUMSTANCES: The assignment is to be submitted on-time. See the instructions about late submissions and special conditions for extenuating circumstances.
(4) hours reading and (3) hours mandatory in-class discussion
CASE CONTEXT
RYDE South Florida is a travel and tourism business selling scheduled airport transportation, packaged vacations, and attraction tours directly to consumers through its website and in-house travel representatives. The company is seeking to expand it's sales team and lift customers and revenue for the company. The following is a call for travel sales team members on its website:
RYDE South Florida is looking For Travel Agents To Work In North America, Australia, Asia, Europe And Africa
The basic requirements for selection are: you understand the key principles for successful selling; you can apply these principles to select suitable methods and techniques; and sell our travel and transportation products successfully while building and managing long-term customer relationships.
We will be providing eight (8) weeks of online training plus 5-7 days of Practice-Based Learning in Florida. You will learn how to book and sell airline tickets, accommodation, cruise, ground transportation, and attractions.
Upon completing the training:
- you will be qualified to join Ryde's team of travel managers and resellers of vacation packages, cruise and airport transportation.
- We have international representatives based in countries all over the world but we can help you to license as a travel agent in Florida (or in a specific country outside of the US).
- You can travel and experience the same Florida destinations and products that you sell. As A Travel-Manager-In-Training, you will be visiting all the destinations in ryde's florida vacations so you can confidently customize and recommend the best travel experiences for your clients.
- Sell successfully and become authorized to open your own office using RyDe Branding, International Reputation and Logo.
- Build longterm relationships with your clients
Come And Join Our Experienced Sales Team:
Florida is a number one destination, and at Ryde South Florida we pride ourselves on being the best. We package fun-filled adventure vacations; offer luxury cars, SUV and buses for ground transportation; and utilize the most affordable hotels, cruise lines, airlines, and attractions.
We’re committed to training and employing the best travel managers worldwide who’ll provide exceptional personal service, secure upgrades and VIP amenities, all while offering the most competitive prices to every client. As an agent, you will be developing personal relationships with the clients and tailoring each itinerary based on individual needs and desires.
Ryde South Florida has built relationships with travel providers worldwide and our Travel Trainers are practicing agents who will act as your travel manager and coach, teaching you how to develop and customizing itinerary to match your clients' taste, style and preference. You will also be travelling to educate yourselves on destinations and products, so your travel knowledge is coming from experience, and not just from the book.
_______________________________________________________________________________________________
TASKS
FOR COMPULSORY IN-CLASS DISCUSSION
BIG GROUP - LESSON RECAP:
1. What are the essential qualities of successful travel resellers?
2. What are the key principles of successful selling?
3. Describe RyDE's Selling Methods. Are these effective? What other channels would you suggest?
3. Considering the nature of RYDE's business and customers, outline the selling techniques that might be appropriate for successfully selling its travel products?
BREAK-AWAY SESSION - IN GROUPS OF 5-6
4. ROLE PLAYING: Focusing on the elements of effective sales presentation, successfully sell a travel product to a targeted customer.
_______________________________________________________________________________________________
INSTRUCTIONS
1. This assignment is for mandatory in-class writing and discussion. You'll be assigned to teams of six (6) persons during the class session.
2. You will review the class notes and conduct related research into the principles, methods and techniques for successful selling. Then critically analyse how these can build and manage long-term customer relationships.
3. You should think about what you have read, make clear arguments, and keep the discussion focused while honing the topic.
4. Draw on existential literature and the organisational exemplar to validate, reinforce and solidify your arguments.
5. You're expected to engage completely in the assignment and develop your answers in a meaningful way to demonstrate knowledge, understanding and the ability to apply what you've learned in a realistic and constructive way.
6. Your work should be neatly typed, using Arial Font and font size 11.
7. Use your own words, plagiarism is unacceptable. If you plagiarize on any assignment, you'll be awarded a fail grade for the unit. Before starting any assignments on the semester, be sure to read the information provided on what is plagiarism and how to avoid it.
8. The only acceptable format for the uploaded work is in PDF.
9. Read these instructions carefully before you attempt the task.
10. Participation in the oral discussion is mandatory to earning higher grade in this course.
11. Review the case information for RyDe South Florida at www.rydesouthflorida.com
Due On | June 2 and 4
LATE ASSIGNMENT AND EXTENUATING CIRCUMSTANCES: The assignment is to be submitted on-time. See the instructions about late submissions and special conditions for extenuating circumstances.
(4) hours reading and (3) hours mandatory in-class discussion
INSTRUCTIONS
SUBMISSION DATE | JUNE 1 Please submit the work on-time.
LATE WORK | There are specific requirements for late work and special considerations for extenuating circumstances. Please review the instructions on the course home page.
- You should think about what you have learnt in the lessons and carry out the task thoughtfully and candidly.
- Avoid plagiarizing. While you may revisit your lesson notes and video, you can only use your own words. Plagiarism is a serious offense, and you'll be awarded a fail grade if you cheat.
- The recommended time for this assignment is two hours. The completed work should be no more than 350 words. Your work should be neatly typed, using Arial Font and font size 11.
- You will submit this assignment in the box provided below.
- Read these instructions carefully before you attempt the task.
SUBMISSION DATE | JUNE 1 Please submit the work on-time.
LATE WORK | There are specific requirements for late work and special considerations for extenuating circumstances. Please review the instructions on the course home page.