Module 1 • Nature and extent of personal selling • Handling enquiries and objections (Module 10)
The salesperson provides information, answers questions and overcomes objections. • Gaining information (Modules 2 and 7)
The salesperson gathers information about prospective buyers to determine their potential needs and to indicate how his product can satisfy the customer’s needs. Gaining information about competitors, the industry, similar products etc. is also an important task.
• Conveying information (Module 9) The salesperson passes on information to prospective and existing customers on company policy, prices, distribution, delivery, guarantees, defects, credit facilities etc. • Obtaining orders (Module 11)
The salesperson's aim is to obtain the maximum number of orders for his product or service in his specific area and region and to conclude successfully as many sales as possible.
• After-sales service (Module 12) Satisfied customers are an advertisement for a business, its product or service and its sales personnel. It is the duty of the salesperson to ensure, through his after-sales service, that customers are happy and are kept happy.
We’re an open and transparent business. Eight principles in the ethical code of conduct: 1. Our employees will be professional and honest. 2. We will not do anything that is illegal. 3. Our records of business transactions will be accurate and reliable. 4. We will provide a stimulating and safe environment. 5. We will act in the best interest of our customers. 6. We will be honest in gaining advantage over our competitors. 7. We will maintain strictly professional relationships with suppliers. 8. We will be a compassionate and responsible corporate citizen.
http://www.game.co.za/game_ethics
3.3.2 Supplementary services • Customer services
The salesperson provides different services to customers, such as product/window displays, promotions, training of sales personnel (for example salespeople of Defy train internal salespeople of Game on the features, functions of the Defy product range), shelf audits (stock control), providing and placing advertising material and installing products (for example computer networks), etc.
• Handling of complaints Salespeople are the link between the buyer and the producer. All complaints regarding the product or service are conveyed to the business by the salesperson. It is his duty to ensure that the customer is kept satisfied. The salesperson can also encourage customers to send their complaints via the businesses website.
• Handling returns and adjustments All adjustments in documentation and accounts resulting from product defects, incorrect deliveries and returns are usually brought to the attention of the salesperson for correction.
• Credit applications Salespeople also deal with documentation for credit applications and must establish the financial position of the prospective buyer beforehand. This will prevent time being wasted on prospective clients who are not creditworthy.
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