It is widespread practice to assign multiple quantitative performance standards.
Figure 16.1 shows a form used by a company whose sales personnel are assigned nine different quantitative standards per operating period.
B. QUALITATIVE ERFORMANCE P CRITERIA
Some aspects of job performance, such as personal effectiveness in handling customer relations issues, are not easily measured by quantitative methods, so the use of some qualitative criteria is necessary. Qualitative criteria are employed to assess the performance characteristics that influence the long-term results of sales, these characteristics are primarily subjectively evaluated. Qualitative criteria are difficult to define exactly. Many sales executives may have a consensus that describes the desired qualitative traits with some exactness; instead, they reach informal conclusions about the degree to which each salesperson possesses these traits. Other executives take into consideration the qualitative factors in a formal manner: one method is to evaluate sales personnel against a detailed list of subjectives such as: Product knowledge, Awareness of customers, General attitude, Punctuality, etc.
Executive judgment plays the major role in the qualitative performance appraisal.
Updated and accurately written job descriptions are the logical mdpoints of departure. Each firm develops its own set of qualitative criteria, allon based upon the job descriptions; the way these criteria are applied depends upon the needs of management.
C. APPLY
ASSIGNED STANDARDS OF PERFORMANCE SALEPERSON:………Apple……OPERATING PERIOD: 2023-2024 1.Sales during period:……… (Quota: $...)
STANDARD: exceeded target, 2023 net revenue increased by 4.3% over the same period in 2022.
2. New accounts obtained during period: ...
STANDARD: 11 per period.
3. Sales to new accounts during period: $...
STANDARD: 12% of total sales.
4. Total number of transactions: ...Average transactions per quarter: ...
STANDARD: 5 or more times.
5. Total sales meetings held: ... Attended: ...
STANDARD: Attend all.
6. Building a business system: ...Average per month: ...
STANDARD: 5 or many agents.
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SALESPERSON PERFORMANCE ANALYSIC
NAME...DATE...
PROBLEM FAIR AVERAGE GOOD SUPERIOR
JOB FACTORS RODUCT KNOWLEDGE AWARENESS OF CUSTOMER NEEDS RELATIONSHIP WITH CUSTOMERS QUOTA PERFORMANCE SERVICE FOLLOW-UP PERSONAL FACTORS
GENERAL ATTITUDE DRESS&
APPEARANCE DILIGENCE COOPERATION ACCURACY ADAPTABILITY
RELIABILITY
Stronges Point:
Professional knowledge: Apple salespeople have sufficient basic knowledge of technology products, aware of the technical characteristics of the product, including design, dimensions, weight, material, technology, performance, processing speed, and functional features. They need to be able to analyze and interpret these characteristics so that customers can understand the product and make purchasing decisions.
AWARENESS OF CUSTOMER NEEDS: Apple employees must stay informed and informed about trends, new products, competitor brands, and highlights published in newspapers, forums or social networks to provide customers with accurate and useful information.
Communication skills: Salespeople need good persuasion and communication skills to build trust and understand what customers need. They need to communicate information about Apple products in an understandable and appropriate manner and assist customers in choosing the right product for their needs and budget.
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Sales skills: Salespeople need sales skills to find leads and persuade customers to buy products.
Honesty: Salespeople need to be honest in recommending products and giving accurate prices.
Weakest Point:
Work pressure: For large products like the iPhone, Macbook, iPad, or Apple Watch, Apple salespeople need to have extensive knowledge of both the device and its applications, features, and systems.
Pressure due to strict sales processes: Apple always has strict sales processes, which can contribute to the pressure on salespeople. These processes include taking full steps to educate customers, listen to customer feedback, and create the best customer experience.
Professionalism and good manners: Apple is a professional and sophisticated brand, and its salespeople must be formal and courteous. They need to have the best communication and interaction skills with customers to create successful deals and ensure customer satisfaction.
VIII. SALES PROCESS
The selling process have 8 steps:
A. PROSPECTING
The first step is prospecting, which involves identifying and qualifying leads. There are a number of possible methods of generating leads. The most frequent source of leads is existing customers. In order to qualify a prospect - to decide if the prospect is a good one -
it must be determined whether the prospect has aneed for the product, can afford to buy the product, and is receptive to being called on by the salesperson.
Prospecting involves identifying potential customers for a particular product or service.
A prospect is a MAD buyer.
The Money to spend.
The Authority to buy.
The Desire to buy it.
B. PRE-APPROACH
The second step is pre-approach planning. This includes all the information- gathering activities salespeople perform to learn about their prospective clients. Then, based on this research, salespeople plan their presentations. As part of their plan, they must decide on the objective for the call as well as on how they are going to approach the buyer and what kind of questions to ask.
Information includes:
Contact person.
Potentials.
Payment.
Competition.
Prepare for presentation.
Catalogues, pricing quota, CD disk….
C. APPROACH
The third step is the approach, during which salespeople meet the buyer, introduce themselves, engage in momentary small talk, and, most important, gain the buyer’s agreement to move forward into the need assessment part of the presentation.
Email Phone Letter
Opening statement must get buyer’s attention.
D. NEED IDENTIFICATION
During the fourth step, identified as "need assessment," the salesperson must discover, clarify, and understand the buyer’s needs. The salesperson uses a variety of questions to encourage buyers to reveal their needs.
Needs identification: salesperson confirms prospect is MAD (Money, Authority, Desire) Comprised of 3 elements
Questioning Identification Pre-commitment
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E. PRESENTATION
The presentation of the product or service and its features and benefits is the next step. The general goal for salespeople is to convince their customers that their company’s products and services will satisfy the customers needs better than those of a competitor. ’ Today many salespeople use computers to help them make effective presentations.
Feature Benefit Evidence Agreement
F. HANDLING BJECTIVEO
The sixth step is handling the buyer’s objections. Buyers often question the price or value of the product, or they may not believe that the product will improve their operations.
The salesperson must be able to overcome these objections as well as others. Sometimes salespeople will find it necessary to adapt their presentations in order to move the presentation forward.
Objection can be.
Demand Product Price Time
G. CLOSING THE ALESS
At the seventh step, the salesperson must ask the buyer to commit to some action that will move the buyer closer to the sale. Often it takes multiple calls before the buyer is ready to commit to the sale.
Good close
Reinforce decision to buy.
Confirm implementation schedule.
Thank the buyer.
Ask for referral.
H. IMPLEMENTATION/FLOW-UP
The final step of the personal selling process is follow-up, which takes place after the purchase. Given that selling today is consistent with relationship marketing concepts, follow-up is arguably the most important step. To effectively build relationships, the salesperson must ensure customer satisfaction by following through with value-added service after the sale.
I. DISC
The DISC test is based on the DISC theory of psychologist William Moulton Marston, also known as Charles Moulton. Marston is a lawyer and a psychologist. He was educated at Harvard University, graduated with Phi Beta Kappa and received a bachelor's degree in 1915, an LLB in law in 1918, and a Ph.D. in Psychology in 1921. After teaching at American University in Washington, D.C. and Tufts University in Medford, Massachusetts, in 1929 Marston moved to Universal Studios in California and began working as a Public Service Director. DISC lays out four specific groups of people, including Leader Group (Group D), Influencer Group (Group I), Steadfast Group (Group S), and Adherent Group (Group C). Each individual has all four personality groups, with varying degrees. When reading an individual's DISC chart, we will select one or two groups that make up the highest percentage to determine the typical personality of that person.
1. Dominance
People who fall into this group matter the completed result. They are always confident and motivated to compete, to win or achieve success. People in the Leader category are often described as strong, confident, agile, always approaching problems directly.
Objectives of the Dominace Group:
Achieve excellence goals.
Independent.
Aim for new opportunities.
Control the opposite people.
Disadvantage:
Show patience.
Work with details.
Leaders are usually: Developers, Development Drivers, Inspiring People, Creative Workers.
2. Influence
People in this group focus on influencing or persuading others with their openness and relationships. They are often described as persuasive, enthusiastic, warm, always optimistic and have faith in others. Their working style always shows cooperation and enthusiasm. Objective of the Influence Group:
Achieve victory by sophistication.
Have good friendships and always feel happy.
Gain credibility in the community or gain popularity.
Disadvantages:
Speak directly and frankly.
Focus for long periods of time.
Controlled.
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Influencers are usually: Promoters, Persuaders, Appraisers.
3. Steadiness
People in this group often focus on cooperation, sincerity, trust. They often seek motivation from collaboration, coordination, sincere appreciation, and a drive to maintain stability. Consistent people are often described as calm, patient, anticipable, stable, and consistent.
Objectives of the Steadiness Group:
Achieve personal achievements.
Gain the support of a group of people.
Work in a controlled environment and not much change.
Disadvantages:
Adapt to ever-changing environments or unclear goals.
Having to do many things at once.
Have to compete/confront others.
The Consistent People are usually: Experts, Investigators.
4. Compliance
People in this Compliance group often focus on quality and accuracy, expertise, personal competence. They often find motivation in opportunities to gain knowledge, opportunities that help them demonstrate their personal expertise and create quality products. Compliants pay attention to accuracy at work, they always want to maintain stability at work. Conformists are also often described as careful, cautious, systematic, accurate, courteous, and diplomatic.
Objective of Compliants is:
Have an objective workflow, achieve high accuracy.
Stable and reliable demeanor.
Have knowledge and expertise.
Personal development.
Disadvantages:
Leave work unfinished.
Compromises must be made for the good of the whole group.
Participate in social events.
Decisions must be made quickly.
Adherents are usually: Objective Thinkers, Perfectionists, Researchers.
J. SALES SCENARIOS
A: Customer: Duc Huy, 26 years old living in Ho Chi Minh City is the owner of a gold shop with an income of over 2000 USD. Huy is married and is planning to have a baby next year. Huy belongs to group D customers agile, energetic, confident, proactive and
results oriented. Huy has developed a passion for real estate in recent years and he often joins community groups and searches online for desirable properties. His home condition is planning to have a baby, so he needs to find an apartment with 2 bedrooms and comfortable space.
B: Salesperson: Tien is 25 years old living in Ho Chi Minh City. As a real estate salesman of the company, I am responsible alone. Tien is single and belongs to group D: active, talkative, fast-speaking and enthusiastic.
1. Tele Sale
B: Let me ask if this is Mr. Huy's phone number, right?
A: Who are you asking?
B: I beg your permission for a few minutes. I'm a salesman at ABC Real Estate. I feel that I need to find 1 apartment to invest in. I wonder if Mr. Huy is investing in any apartments?
A: In the past, you also had a few apartments and rented them, but now the real estate market is difficult so there is no demand.
B: Yes, I can totally understand. I don't know if you have apartments elsewhere before, what is a good experience?
A: The previous apartment you bought was also quite satisfactory, you also just sold it at a high price to divert investment to other markets.
B: In the past, I also had a client like you, who also invested in apartment projects and brought high profits. Currently, the project is opening with the aim of attracting and prioritizing investors in this difficult period. I've heard you say that you're uneasy during this economic period. But with this volatile market, it will also be a great opportunity for him to make money. For an investor like you, you don't want to miss this opportunity.
A: I know it is, but a is waiting for better developments to see.
B: Yes, I don't intend to invite you to invest right away if you're not interested. But I hope you can discuss this project in more detail, so that I can tell you how well my clients are currently investing and can help you update the market today. How do you feel?
A: That's fine
B: I don't know if you are free this week, can you give me a session to tell you more about this project and then I invest it is not too late.
A: I'm not sure you, can you next week
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B: Yes, customers are quite large right now, so I'm not sure the apartments will be available next week.
A: I may be free this Saturday morning, but I can't promise you in advance.
B: Yes, then 6th, can I call back to confirm with you.
A: Okay.
A: Yes, thank you for spending some time with me.
2. Meeting B: I greet Mr. Huy.
A: Hi.
B: In order to avoid wasting your time because the data of the project is quite a lot, would you like to know more specifically about your needs?" What purpose do you buy for investment, for use/family vacation – or to find out who to help?
A: My purpose is to invest in you.
B: What is your intended financial budget? Am I planning to use the bank loan option?
A: You currently need to invest about 4 billion heads. You're also looking into loan policies to see if it's more convenient.
B: Do you have any special requirements for buying criteria such as: number of bedrooms, area, selling price, ...
A: I am looking for a unit with an area of about 60m square around, with 2-3 bedrooms, equipped with furniture that is close to the center to move smoothly.
B: Have you ever researched and experienced the River Side project area in District 7?
A: Do you know and are also interested in learning about that place? I advise trying a B: Currently, the apartments on my project can meet your needs. You can check this room out. With an area of 73 square meters, there are 2 bedrooms and 2 toilets, a living room, balcony and spacious kitchen. All furniture in the house is used from Malloca electromagnetic + hood + kitchen glass + kitchen cabinets + kitchen countertops + granite cooktops + Toto sanitary ware including lavabour + sink + bathtub + shower + wooden floor + with cars, with Panasonic electrical system and can be controlled by Bkav
SmartHome. Not only that, but I can use other free services at your place such as gym, swimming pool, amusement park. A special benefit for me is that my project is located in Dao Tri Street, Phu Nhuan Ward, District 7, and this location is near 3 sides of Saigon River so I can easily move to District 1, District 2, District 4. This can help him reach many different customers.
A: I see it as ok, there's potential in the future. I don't know what your current selling price is.
B: Yes, currently my side is selling this apartment at 2.3 billion / unit
A: I found it quite more expensive than I expected. I don't know if I can get a discount.
B: Yes, my price may be a bit high compared to the general market. But now most of the apartments in the place are similar to mine. But the difference here is the interior, how the location of the apartment is. I am also in business so I can't say which companies are good and which are bad so I'm sorry that I can't offer the best prices on the market but I have the ability to ensure quality for you and provide you with better service such as prime location in the heart of District 7, Phu My Hung, surrounded by FV International Hospital + Tam Duc Heart Hospital + Cresent Mall + SECC exhibition center. Not only that, but the apartments are also designed with Panasonic electrical system that can be controlled remotely, fireproof wooden doors and 3- -1 magnetic locks. As far as I know, customers' in concerns about buying a house or condominium are about the Internet, right? Then Especially, I have a completely secure Internet access system G-mart.
A: But I wonder why other companies also introduce products with the same interior services as yours but at a cheaper price.
B: Yes, if he is a customer, we will ask the same question. I can find places that are more expensive than your company, but you can also find cheaper places. Pricing is no longer a secret; it is very transparent and public. The important thing is the need to use his product, if the product does not meet the demand, even if it is cheaper than 1 dong, it is wasteful.
And if this product can solve your needs and you also like it, even 1 extra dollar is worth it, right? If I am goodwill, I can support free paperwork, legal clarity, transparency and notarization to the name directly at Q7. In terms of procedural issues, rest assured, without fear of risk. And especially, I can pay in 12 months or be supported with a 50% 0% interest loan in 12 months.
A: Ok em. Thanks for helping me stay informed. I left this apartment to you. Let's take this one.
B: So, you want to pay by cash or bank transfer or whatever.
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A: I deposit 50 million in advance, with me to apply for 50% loan support for you. The remaining 50% when doing legal procedures notarized, he gives all the cash. With you assuring me that all the information you give is true, I don't want to waste time, I know what you mean.
B: Yes, rest assured, my side always puts prestige criteria first. Thank you for trusting in my company. I'll go through the process right away and give you the necessary documents.
I thank you and wish you a nice day.
Over