N5 Sales Management


2.5 The direct approach technique ............................................................................................................................................100 2.4 The inducement technique ......................................................................................................................................................100 2.5 The emotional closing technique........................................................................................................................................100 2.6 The physical action technique ...............................................................................................................................................101 2.7 Weighing advantages against disadvantages .........................................................................................................101 2.8 The standing room only technique ...................................................................................................................................101 2.9 Other closing techniques ............................................................................................................................................................101


3. Activities after a successful close ....................................................................................................................................................102 4. Activities after an unsuccessful close ..........................................................................................................................................102


Module 13 – After-sales service 1. The importance of after-sales service .........................................................................................................................................106 2. Why must customers be followed up? .......................................................................................................................................106 3. Which follow-up activities are necessary? ............................................................................................................................106 4. The planning and execution of follow-up activities ......................................................................................................107 5. Preventing customer complaints ....................................................................................................................................................108 6. Handling complaints ...................................................................................................................................................................................109 7. Following up on inactive customers ............................................................................................................................................110 8. How is customer loyalty retained? ................................................................................................................................................110


Module 14 – Time and area management 1. Scheduling the salesperson ...................................................................................................................................................................114 1.1 Avoid time traps ..................................................................................................................................................................................114 1.2 Allocate time ...........................................................................................................................................................................................114 1.3 Set weekly and daily goals. ......................................................................................................................................................115 1.4 Evaluate ......................................................................................................................................................................................................116


2. Time management tools ...........................................................................................................................................................................116 2.1 Telephones ...............................................................................................................................................................................................116 2.2 Cell phones ...............................................................................................................................................................................................116 2.3 The Internet ............................................................................................................................................................................................116 2.4 Smart devices ........................................................................................................................................................................................117 2.5 Computers ................................................................................................................................................................................................117


3. Routing .....................................................................................................................................................................................................................120 4. Setting up a routing plan .........................................................................................................................................................................121


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