Chapter 8 Sales management
---> Marketing funnel has target market as its input and output as leads. Sales funnel has leads as inputs and customers as the output.
---> Territory is the geographical area of responsibility of a sales person or a team or a sales organization.
---> Contact Ratio: Contact ratio is achieved by dividing the number of contacts actually made to total number of call attempts. If one makes 100 calls and engage ten people in a conversation, the contact ratio is 10 percent.
---> Lead Generation Ratio: Lead generation ratio is found by dividing number of sales leads by the number of sale contacts.
---> Lead Conversion Ratio: It measures the new leads that are converted into sales opportunities.
---> Closing Ratio: The closing ratio measures the number of closed sales made against the outstanding proposals.
---> Two types of sale
Retail Buyer goes to seller, Big Volume-Small Margin, Selling process determined by Seller
Enterprise-- Seller goes to buyer, Small Volume-Big Margin, Selling process determined by Buyer
---> Retailers are at the end of the supply chain.
---> Door-to-door sales, where the salesperson sometimes travels with the goods or takes order for sale. DSA concept in BSNL is an example of this category.
---> Franchisees are appointed through EoI route by respective SSAs, Well defined geographical area for franchisee called as primary area, Franchisees to appoint Feet on Street (FoS) , Franchisee shop to open 0800h to 2200h
---> Each Urban BTS areas & Rural BTS areas should have at least 8 retailers and 4 Retailers respectively. ,One retailer in urban commercial area at every 200 meter,One retailer in urban residential area at every 500 meter ,At least one retailer in every Village ,Retailers in the rural areas will be appointed and served by RDs.
---> e-Distributors will be selected on non-exclusive basis.3 categories of e-Distributors:
I. Cat -1 : who is applying for single zone
II. Cat -2 : who is applying for two zones.
III. Cat-3 : who is applying for all four zones i.e. on PAN India basis
---> Selection of DSAs will be done by SSA Head.
---> CSCs are supposed to act as single window service centres and open from 8AM to 8PM. Appropriate arrangements need to be done to ensure that even cash transactions are handled till the closing hours.
---> 1500 for land line and 1503 for Mobile service
---> The Sales personnel serve as the company‘s link to customers. In fact “They are the Company for the customers and the Customers for the company”.
---> Thumb rule is Higher the discount, longer is the contract period
---> Platinum customer—turnover > 500 Cr
---> Gold Customer—turnover between 50-500 Cr
---> Silver customer—all others
---> Channel partner in Silver segment—two type -CP1(Sales and Mktg of Voice and data service-shall have 5 sales person and 10 field engineer)- CP2(Sales and Mktg of Voice service-shall have 5 sales person/field engineers)
---> Sanchar soft software – developed by IT project circle , EB portal developed by ITPC Hyderabad
1.Sales
-Exchange of Goods or Services for an Amount of Money
-SALES is Satisfying Process or A Problem Solving Activity.
-salesperson don’t invent or create -the Need selling skil
-sales Products or services to solve someone’s Problem
2. Sales Management
- the management process of establishing , directing , and coordinating all the sales development activities
3. Sales management functions
Establishing
Organizing
Recruiting
Training
Compensating
Motivating
Developing
4. Sales Process
-prospect : making the decision on the product
- Lead Generation & Qualification
- Present and propose the product
- clarify the doubts and emphasize the benefit to coustomers
- sign the order form and ensure successful order
- maintenance: customer satisfaction & repeat business
5. IMORTANT TERMS ASSOCIATED
- SALES CYCLE
-SALES FORECAST:
-SALES FUNNEL:
-SALES FORCE AUTOMATION SYSTEM
-SALES TERRITORY
6. GOLDEN PRINCIPLES OF SALE
- Serve With Fairness & Integrity
-Gain Trust & Respect
-Pursue Excellence
7. Selling Skills
-Knowledge
-Professional Selling Skill:
-Communication skills
-Administrative skills
-coordinating
-Strategies or “Game plan”
-customer reactions,
-Personal appearance
8. Measuring Sales Performance
- Contact ratio
-Lead Generation ratio
-Lead Conversion ratio
-Qualification ratio
-Proposal Ratio
-Closing Ratio
9. TWO TYPES OF SALES
- BULK SALE & RETAIL SALE
10. Retailing
- sale of goods or merchandise from a fixed location
11. Retailing format
- Counter service
-Delivery
-Door-to-door sales
-Self-service
12. Retail Sales Organization
-CFA & CM
13. External Channel Partners
- FRANCHISEES
-SUB FRANCHISEES
-RETAILERS
-Direct Selling Agents (DSAs)
-Post Offices
-Oil depots
-Shopping Mall
14. BSNL owned Sales channels
-CSC
- 1500 SERVICE FOR CFA products
- 09400024365 mobile service
-web service: www.bsnl.co.in .
- Sales Teams in each SSAs
15. IT Tools
-Sales Software in CRM module of CDR project
-Sancharsoft
-Sales & Distribution Module in ERP
-Lead Management Software for Project Udaan
16. Sales Teams
-Each circle to have 250-300 sales teams
-20% staff in each SSA to form Sales teams (exclusive assignments)
-Each team comprises of 4-6 Telephone Mechanics/ TOAs
-Team lead by JTO/SDE/Sr SDE rank officer
-4-6 such teams have to report to an a officer of AGM rank who has to be allocated specific sales targets by SSA Head.
-At circle level, three business heads of GM/DGM rank officer to handle the following business segments: Landline & Broadband, GSM Mobile, CDMA, lLased line and PCOs
17. Enterprise Sales
-Generate high volume business by developing clients
-Long term approach
-Win-win approach
-Unlike marketing which is for masses, EB specifically targets select clients
18. In BSNL BD cell Started in 2001
19. Customer Customer Segmentation
- PLATINUM CUSTOMERS: - turnover greater than Rs.500 cr p.a.
-GOLD CUSTOMERS: with indicative turnover of Rs. 50-500 cr p.a.
-SILVER CUSTOMERS: with indicative turnover greater than Rs. 10 cr p.a.