Sales Force Management Leadership Innovation Technology 12th Edition Mark W. Johnston, Greg W. Marshall - Solutions

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Describe how a sales force automation APS can help you manage customer relationships more effectively.
How does sales fit within marketing activities?
What types of activities are included in the role of sales manager?
What is the customer portfolio and how can it be managed?
What general factors should be taken into account when recruiting salespeople?
Distinguish between the job description and the personnel specification. For an industry of your choice, write a suitable job description and personnel specification for a salesperson.
Do you agree with Spencer or Preedy, or neither? Explain why.
Discuss the role of psychological testing in the selection process of salespeople.
What key elements should be included in a typical job description?
Justify sources that you feel are most appropriate for recruiting salespersons in the following areas:(a) IT systems sales;(b) senior store retailing positions;(c) business-to-business sales promotions;(d) international selling.
Debate the usefulness or otherwise of personal references when appraising salespeople for a specific position.
It is impossible to motivate, only to demotivate. Discuss.
You have recently been appointed sales manager of a company selling abrasives to the motor trade. Sales are declining and you believe that a major factor causing this decline is a lack of motivation among your sales force. At present, they are paid a straight salary, the size of which depends on
Discuss how the links between motivation, training and evaluation can lead to better sales performance.
In order to determine how well or how badly each salesperson is performing, a sales manager needs an appraisal system. Why is this important, and what questions should such an appraisal system be able to answer?
What specific factors or activities do you feel might be used to motivate members of the field sales force?
The only sensible way to organise a sales force is by geographical region. All other methods are not cost-efficient. Discuss.
How practical is the workload approach to sales force size determination?
How many salespeople are required?
Give two examples of each of the following, with appropriate justification of products or services that tend to utilise:(a) a straight commission remuneration system;(b) a straight salary remuneration system.
Team-selling situations might be a better alternative than individual selling arrangements in terms of being able to positively motivate members of the sales force. Discuss.
The marketing manager for the relaunch of the SuperCook range in the UK wants a system of forecasting that will provide as accurate a picture as possible of first-year sales in order to satisfy demands from head office, who are sponsoring the relaunch of the brand. Advise this manager as to the
The sales manager also wants the sales force to be incentivised to ensure a good product launch.She recognises the importance of the sales budget in motivating and controlling the sales force.Advise on the best way of setting sales quotas or targets for salespeople for the relaunched brand, and how
What is the place of sales forecasting in the company planning process?
Distinguish between qualitative and quantitative forecasting techniques. What are the advantages and disadvantages associated with each approach?
Define the differences between a sales forecast and a market forecast.
How might a government forecast or a forecast from a trade association be of specific use to a medium-sized company?
How does the sales department budget differ from the sales budget?
Discuss the importance of the sales budget in the corporate budgetary process.
Poor forecasting can lead to lost sales, stock markdowns and large inventories. Through the use of examples to illustrate your answer, justify this statement.
What is the tactical or strategic purpose of:(a) short-term forecasts;(b) medium-term forecasts;(c) long-term forecasts?
Evaluate the performance of each of Alternative Tyres’s salespeople.
What further information is needed to produce a more complete appraisal?
What action would you take with each salesperson?
Quantitative measures of the performance of sales representatives are more likely to mislead than guide evaluation. Do you agree?
Produce a balanced argument that looks at the differences between qualitative and quantitative measures of sales performance.
If a company loses a potential major order, what should sales management do to alleviate the risk of this happening again?
What measures of evaluation are appropriate for sales management to use when conducting appraisals of individual members of the sales force?
Discuss the advantages and disadvantages of:(a) qualitative methods of salesperson appraisal;(b) quantitative methods of salesperson appraisal.
Discuss the implications of the move towards relationship marketing in organisational buying/selling situations in the context of how this might change the role of selling.
Describe the key elements of a customer care programme that would be appropriate in a manufacturing or service environment with which you are familiar.
Intronics Corporation, a manufacturer of electronic circuit boards, reaches the market through the services of 75 manufacturers’ agencies. Most of the agencies average two sales agents who call on Intronics customers. The agents also represent seven to eight other manufacturers that produce
Susan Jones was thinking about the future as she drove home from an important day at her company, Satin Organic Products. In a little over nine years, she had taken a small organic milk company and become a major supplier to large health food grocery chains like Whole Foods and Trader Joe’s.
Fondren Publishing, Inc., based in Paris, France, is one of the leading worldwide publishers of academic journals in the area of science and technology. It has more than 2,000 titles in its stable of products and publishes them in both print and electronic formats. Its primary customers are trade
IBM, Xerox, P&G, and many other companies have reorganized to better serve their largest customers. How might a global company reorganize itself to maximize effectiveness with its most important customers? As senior sales management, how would you define “most important” customer (by current
The chapter mentions the theory of transaction cost analysis (TCA). What role does TCA play in the decision to use a company sales force rather than independent manufacturers’ agents?Theory Transaction Costs AnalysisThe theory of transaction cost analysis (TCA) states that when substantial
Telemarketing has resulted in the development of inside sales forces. Some companies assign sales trainees to the inside or telephone sales force as part of the training program in preparation for an outside sales position. Other companies view the two positions as separate. What functions would an
LaMarche’s Enterprise manufactures both technical and nontechnical products. Its sales forces are organized in the same manner. The technical sales force has 175 people, and the nontechnical group numbers 128. To what extent would such a division affect the following?a. Recruiting.b. Sales
As sales director for On-the-Go Logistics you have been tasked with creating a sales team for a new major account—Gigatron (an online multi-product vendor similar to Amazon). Gigatron is based in London and is fast becoming a world leader in online sales. Your company specializes in creating
A common problem faced by those responsible for making sales forecasts is “selling” the predictions to others such as the vice presidents of marketing, production, and human resources, and to the CEO or the CFO. These parties hesitate to use forecasts that can have major implications,
Lasting Impressions is a small Orlando, Florida, company that provides trade-show marketing solutions to customers of all sizes. The company offers to design a plan for trade-show exhibiting from start to finish, including developing a pre- and postevent marketing plan and branding strategy,
Ralph Dickerson knew an adjustment was needed. In more than 20 years with Bright Right Plastics, he had been around for many changes, and as director of sales for the company, he had initiated a number on his own. Now Ralph knew that he had to reevaluate the quota system that had been used at
A survey of local business firms to determine how they forecast sales will produce a variety of answers. Some will claim they do not use any formal techniques to forecast sales. You know they must be using some approach, no matter how loosely defined. How do you know a business firm is making a
To estimate market potential for the garden tractor division of the M–F Implement Co., Mark Haynes, the statistician, estimated the following relationship using multiple regression analyses:Using data for 2010–2016, R2 = 65.0 was obtained. Should this method be used to predict market potential?
For the following products, indicate what factor(s) you would use to estimate market potential:a. Yoplait yogurtb. Rolex watchesc. Apple iPadsd. Toro power riding lawnmowerse. Ektelon racquetball racquetsf. Nicole Miller designer tiesg. SWATCH watchesh. Tylenoli. Mary Kay cosmetics
A new cake mix is to be introduced by Miracle Foods. To develop territory potentials, a corollary index has been proposed. The index contains several factors, such as income, population, and retail food sales. Can you justify these factors? Does it make sense to use retail food sales, which means
Once a quarter, every six months, or annually, each salesperson should estimate the buying potential of each account for each major product or product line. Such a request usually causes the sales force to panic. What goals are likely to be achieved by having the sales force participate in sales
Most sales managers hesitate to modify sales territories unless supported by compelling reasons. Likewise, sales managers are reluctant to make major changes in the sales compensation package. On the other hand, reassigning salespeople from one territory to another is fairly common and often
The chapter describes the process to follow to develop territories. After territories have been developed, changes may occur that indicate the territories need to be realigned. What changes can you identify that indicate the need for realignment? How would you go about the process of realigning
In the typical case, management by exception leads to a close examination of belowpar situations. Only sales representatives who are not meeting objectives, products that are not selling according to expectations, and customers who are not buying products as predicted are carefully reviewed to
The Recall Computer Co. has six territories, each represented by one salesperson. After extensive planning, the company determines that each territory would be expected to achieve the following percentages of total company sales for 2012:These figures are used as the standard for comparing each
The use of scanner data collected at the time of checkout in supermarkets has increased dramatically in sales analysis. One company has recruited families nationwide to participate in a panel study. When a shopper enters the checkout lane, he or she gives the clerk a plastic card that is passed
In planning a sales analysis system, one must consider that information needs vary from district sales manager to regional sales manager to vice president of sales. Give specific examples of how information needs vary among managers at these levels.
JUS-GRA Industries is an automotive aftermarket parts distributor based in Munich, Germany. As VP of sales for JUS-GRA industries you have been tasked with opening and staffing the first new sales office for the company’s Asian operations, which are forecast to grow nicely over the next several
The president of Part-I-Tyme, manufacturer of salty snack foods, was dismayed over the dismal sales results reported for the first six months. A new product, a deluxe cookie, had been taste tested and consumers’ responses were very positive. Part-I-Tyme’s sales force consisted of 500
Michael Yardley was worried as he hung up from a phone call with Megan Barnes, the most promising salesperson at Spring Board Technologies (SBT). Michael had hired Megan out of college only four years ago, and already Megan had distinguished herself as one of the best salespeople in the company.
Vaughn Manufacturing is a London-based automobile parts manufacturer. Specifically, it manufactures crankshafts, a key component of the engine, and sells directly to automobile manufacturers (also known as original equipment manufacturers, or OEMs) like General Motors, as opposed to selling to
Although many different kinds of tests exist, their ability to predict sales performance has been weak. How do you account for this?
A sales representative for High Speed Technologies is faced with a demand from an important customer that is in direct conflict with company policies. The customer wants several product modifications with no change in price. What can the sales rep do to handle this conflict?
The sales force at Fire Protection Systems, a manufacturer of fire prevention systems for industrial applications, have been told they will now have to sell small fire extinguishers to the retail market. They have never sold in the retail market, and the company is going up against much larger
Maria Gomez-Simpson, a customer service rep with GRA–JUS Associates, spends considerable time traveling to various customer offices. As a result, she often arrives home late. Maria asked her manager if she could rearrange her Thursday work schedule to allow her to attend an evening class at a
You are the sales manager at Uptick pharmaceuticals and have been reviewing the sales performance of your team. One of your best salespeople, William Bedford, has been performing significantly below expectations for the last six months. His sales are down and he is making few customer calls. You
Sales support personnel include customer service reps, account coordinators, sales assistants, and others whose efforts have a critical impact on a sales force’s success. The chapter discusses motivation from the perspective of the sales force. How would you apply the concepts discussed in the
Terri Ann Masters, Vice President of Sales for Startech Corporation, was wrestling with a critical issue related to one of her longtime and, until recently, most talented salespeople, Jason Benjamin. Startech was a French high-tech manufacturer with its corporate offices in Paris and manufacturing
Most sales reps dislike inputting data into the company’s CRM system. They think their time could be spent more profitably, such as calling on accounts. Using Exhibit 7.3, trace the thought process sales reps go through as they consider applying more effort to putting customer data into the
Land Escape Vacation Club sells fractional interests in time-share vacation properties at various beach locations. For example, an owner will purchase an interest of four weeks a year at a Land Escape property in a place like Hilton Head, South Carolina. Prospective buyers are offered a free
“What’s all this stuff about different pay packages and different incentive plans based on how long a sales rep has been with the company?” demanded the irate sales manager. “Around here, everybody gets the same treatment. We’re not offering customized compensation packages.” What are
How do you motivate sales representatives when money is not effective? What can a sales manager do to motivate the successful salesperson?
How would you respond to a salesperson who says the following? “You are asking me to spend more time calling on new accounts, but I do not see the point in doing so; most of my business comes from my existing accounts.”
You are Vice President of Sales for a global chemical company. How would you address the concerns of Emma Smith who has asked to go to part time for the next 3 years while she takes care of new newborn child? Emma has been one of your best salespeople but would now like to work less, at least for
Mark and Cynthia have just finished a long session that produced a heated discussion concerning hiring people who are overweight. Mark stressed that overweight people are considered lazy, sloppy, and lacking in self-esteem. He insisted that no sales manager would overlook these features and hire
Thad Williams had the kind of problem many sales managers wish they could experience more often. He just came out of a strategic planning meeting with senior management at his company, Logistics Logic (a leading supplier of logistics solutions for manufacturing companies). The emphasis in many
Raymond Baker is J.P. Reynolds Investments’ district sales manager for the Southeastern Region (covering Florida, Georgia, South Carolina, Tennessee, and Alabama). J.P. Reynolds sells a variety of mutual funds and other investment products to financial services companies that are retailer sellers
As we saw in the chapter, women are playing an increasingly important role in selling both as salespeople and as sales managers. What are the challenges facing women and other minorities as they become involved in a sales career?
Enthusiasm is one of the more important attributes sales executives look for in new salespeople. How would you measure or determine whether an applicant possessed enthusiasm? If an applicant lacks enthusiasm but shows a positive interest in sales, would it be possible to teach enthusiasm?
The sales manager of a company manufacturing orthopedic medical equipment attempts to hire salespeople based on the personalities of the customers. The sales manager uses the same process when assigning salespeople to customers. In other words, the similarity hypothesis discussed earlier is being
You are the sales director for a company with operations around the world and have been asked by the vice president of sales to identify a candidate to open up a new territory in the Middle East. The VP has noted that it is difficult for women to be accepted in business and suggests you choose a
The sales manager for one of the nation’s largest producers of consumer goods has identified eight factors that appear to be positively related to effective performance. The manager of human resources, who is concerned about high turnover rates among the sales force, would like to use this
Ron Deaple considered all his options. As key account sales manager for Cutting Edge Technology (CET), a London-based manufacturer of special purpose computer circuits, he was responsible for sales and support of the company’s most important customers. The company’s most important business was
Digital Age Games is a video game publisher that took gaming to a new level in the early 1990s with its well-known “Sack Attack—Extreme Football” game. Unfortunately, it has not had a popular game title since that time and is attempting to make a comeback with its new game
In a recent discussion on the use of the Internet to generate applications, the following quote was made and illustrates the application of the Internet to the recruiting and selection process:It doesn’t care whom you know, what kind of suit you’re wearing, or whether you have a firm handshake.
College recruiters were discussing some of the students they had interviewed that day. One interviewer described a female applicant with excellent credentials as follows: “She looked too feminine, like she would need someone to take care of her, and she was not all that serious about a sales job
One potential source of applicants for sales positions are sales representatives who work for competitors. One sales manager indicated, “Pirating sales representatives from other companies makes sense. Let them do the training, then we’ll hire them.” Is this ethical? Is this legal? Does this
The vice president of human resources has called you and asked you to consider using a new personality test for recruiting salespeople. The test measure skills that you don't believe are relevant for the sales position. How should you respond to the vice president of human resources?
The response from a few of the sales reps from Marlow Technologies toward the new sales training topic was not encouraging. Geoff Marlow, vice president of sales, was dismayed at what he perceived to be a total lack of social graces on the part of the 15-person sales force. To rectify this
As Susan Jamison, director of sales training at O&F Products, a world leader in consumer packaged products based in Munich Germany, leaned back in her chair, she was thinking about the upcoming semiannual sales training sessions for the European sales force at O&F. These sessions took place over
Fletcher Ball Bearings, based in Lewiston, Maine, is one of the world’s leading manufacturers of precision bearings and bearing products. Fletcher sells its products to many industries, including aerospace, communications, health care, and defense. Ball bearings have many uses within these
The newly assigned sales representative was perplexed about her inability to learn about consumers’ needs. She contends her customers are not willing to tell her what problems they are experiencing. After making several joint calls with her, the district sales manager agreed she was not receiving
One expert contends that sales training is not at all as complicated as some would claim. He predicts that regardless of the advances in communication, resources, technology, and training tools, the basic selling skills that trainers teach salespeople will change very little from those that have
One of the challenges in evaluating sales training is developing effective assessment measures. What are some of the ethical challenges sales leaders face in creating unbiased effective training measures?

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Sales Force Management Leadership Innovation Technology 12th Edition Mark W. Johnston, Greg W. Marshall - Solutions

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