StudentShare solutions
Triangle menu

Personal Selling and Customer Focus - Essay Example

Not dowloaded yet

Extract of sample
Personal Selling and Customer Focus

Of all these methods forestalling and boomerang methods are the most effective methods of encountering objections.
Forestalling can be termed as the best method of dealing with objections. Salespeople should understand that no product is perfect. There are bound to be certain vulnerable areas or features of their product or services. These features have immense chances of being materially different from other competitive products in the market or getting misunderstood by a section of the target audience. There may be many disadvantages attached to a product one is trying to sell like high prices, limited features, lack of service representative in the immediate area, absence of cash discount etc. No matter what the drawbacks are, through the forestall method of objection the salespeople raise the objections before giving the buyer the chance to raise them. For e.g. if the price of a product is high. Before letting the buyer to raise the issue during the sales presentation the salesperson should forestall the objection in the following way: " Though you might feel that the price of this product is higher than the competitors' product you would have to appreciate the fact that no competitor gives the after sales service as good as we do. Also, the latest technologies have been used to design this product which ensures that it would last longer than any other product in the market." Hence if the salespeople are able to forestall the objection convincingly the buyers are surely going to changer their thoughts without articulating the objection that was in their minds.
Boomerang method is also very effective. In the words of Weitz " By using the boomerang method of responding to objections, the salesperson turns the objection into a reason for acting now." (1992, p. 290) Though this method appears very pushy, it can be effectively applied to all personality types. In today's fast pace world every body is short of time and might totally want to ignore the salespeople who are eager to seek an appointment or sell their products. The most common answer to sales call is that " Sorry I don't have enough time now. Perhaps we can talk about it later." Through boomerang technique the salesperson can make use of the time constraint of the buyer in the following way: " I know you have a very busy schedule and that is why this product is most suitable to you because it has the capacity of saving a lot of your time everyday which you can devote in other meaningful activities or in chores that you are longing to do but are not able to do due to lack of time." Time and money are the two main constraints of the buyer and through the boomerang method the salesperson can sell the product by making him realize the "benefit of investing these resources." (Weitz, 1992, p. 291)
Part 2
To resolve the issue in question the 7 Problem Resolution and Recovery Procedures is the best option. The General Manager should deal with the customer in the following manner:
Listen: Listening is the most important thing to do when a customer is complaining about something. Even if the General Manager knows about the entire incident she should listen to the customer attentively. This skill would help in resolving the conflict amicably. Its often found that just by listening attentively to a complaining customer his anger or dissatisfaction ...Show more


It is very important for the salespeople to know that they will have to face situations at some or the other point of their careers in which they would have to deal with objections concerning either their company, their product, themselves or all of these taken together…
Author : briana49
Personal Selling and Customer Focus essay example
Read Text Preview
Save Your Time for More Important Things
Let us write or edit the essay on your topic
"Personal Selling and Customer Focus"
with a personal 20% discount.
Grab the best paper

Related Essays

Customer Relationship Management
The paper tells that customer relationship management is important to a business enterprise. It consists of a chronological view and breakdown of existing and possible customers. This assists in reduced comparing and searching customers, and to anticipate customer requirements effectively and boost business.
6 pages (1500 words) Essay
Customer Behaviour
Personal computers have become the norm in homes in the UK, so much so that prices have been driven down in the industry. The personal computer changed from being one associated with high profit margins, to one where computers are purchased on the basis of cost (Blackburn et al 1998, Brown 1998).
6 pages (1500 words) Essay
Fundamental Principles of Personal Selling
Personal selling borders on more on "relationship marketing" (Futrell, 2005) that has basic fundamental principles allocated to effective sales practices. The first fundamental principle is prospecting wherein the salesperson is continually looking and trying to find new customers through various means of data mining, emailing clients through lists bought legally (it is unethical to purchase lists obtained through "phishing").
3 pages (750 words) Essay
Personal Selling and Sales Promotion MBA Marketing (Masters Level)
Involvement is a process by which employees voluntarily and actively pursue increments to value. If Interdependence and Integration are to have their desired effect on customer value, the employees of the firm must be totally convinced of the need for them and be involved in their implementation.
8 pages (2000 words) Essay
Customer Satisfaction
Total Quality Management deals with the product in its totality. It has been well recognized that Quality is determined by the combined efforts of various departments like Design, Engineering, Purchase, Production, Inspection etc. Total Quality Management is an across the company, management function which co-ordinates and controls various quality activities in order to produce a quality output.
27 pages (6750 words) Essay
Personal Selling and Customer Focus Essay
It is also suffering from several internal weaknesses such as poor cash flows, as illustrated by the owners' resort to bartering its services and its inability to create repeat business, thereby resulting to dropping revenues and decreasing sales. Furthermore, the lack of procedures in providing customer service, poor employee morale, as well as the high rate of tasks being handed-off to employees in other departments - characteristics of a company environment without an effective customer service system, which contributes to the company's low productivity and inefficiency - all point to the fact that Studio Productions is suffering from a poor customer service system.
3 pages (750 words) Essay
Huge selling concentration
Discussing about considerations of marketing manager in exporting goods to new geographical area, the choice of distribution can affect the level of success. Selecting the right option for distribution can improve cost efficiency and can target key consumers.
16 pages (4000 words) Essay
Personal Selling (business marketing)
In the first target market the range of age of customers would likely be 10-25 years with an annual household income ranging from $25,000 to $85,000, about 70% of whom are male. Based from the target age range of customers, prospective customers are still in
9 pages (2250 words) Essay
I would also like to mention here that all the selling talents are interlinked with each other. One of the most important aspects of selling process is the trust level of sale person for his buyer that is how much a salesman is transparent and fair in his communication
1 pages (250 words) Essay
The Competitor orientation, Tech orientation and Customer Orientation effect on performance through salesmanship and technical selling skills
An understanding of the customer-oriented philosophy on the selling process and its applicability of the techniques of selling are essential in achieving this. The impact of improved sales skills as aligned by the customer,
12 pages (3000 words) Essay
Get a custom paper written
by a pro under your requirements!
Win a special DISCOUNT!
Put in your e-mail and click the button with your lucky finger
Your email
Comments (0)
Rate this paper:
Thank you! Your comment has been sent and will be posted after moderation