Selling service and Sales responsibilities

Selling service and sales responsibilities:

Selling service and sales responsibilities

SERVICE:

A service is the intangible equivalent of an economic good (tangible product) E. g as Accounting, Banking, Cleaning, Consultancy, Education, Insurance, Medical treatment, Transportation SERVICE

Contu……:

No transfer of possession or ownership takes place when services are sold Cannot be stored or transported Service includes 7 p’s – Product People Place Process Price Physical evidence Promotion Contu ……

Characteristics of service:

Intangibility Perishability Inseparability Variability simultaneity Characteristics of service

Distribution of services:

Place or distribution of services includes activities that make firm’s products/services available to the customer i.e availability Important element of marketing mix Distribution is Key marketing decisions in any market Production of goods followed by distribution whereas services through service providers Distribution of services

Types of Service sectors:

Types of Service sectors Types Functional area Social – Health , education, Govt , defense Distribution- Whole seller and retailer, transport Producer – Business services, finance , insurance Utility /construction – Electricity, water, gas Personal- Restaurants, recreational , hair saloons etc

Channels of distribution:

Set of organizations and people that take part in distribution function Usually involves 3 type of participants: Service providers/ producer Intermediaries customers Channels of distribution

Role of middlemen/ intermediaries:

Provides information Maintains price stability Promotion of goods/services Financing Title Role of middlemen/ intermediaries

B 2 B & B 2 C distribution channel:

B 2 B & B 2 C distribution channel

Channel level:

Channel level Channel level Type of services Manufacturer - customer Management consulting services, legal services, health services Manufacturer-agent-customer Travel service, airline service, ticketing service, hotel reservation Manufacturer-wholesaler-retailer-customer Stock and share brokers, real estate Manufacturer-distributor-wholesaler-retailer-customer ( franchisee ) Fast food services, car rental services, dry cleaning

Factors influencing distribution decision:

Market characteristics – includes size of market demand of quality service, geographical concentration of buyers etc Company characteristics- includes financial strength of the company & degree of control it wants to hold on other channel members, e.g direct selling Middlemen characteristics- include middlemen aptitude for service, promotion & handling negotiations, storage credit etc Factors influencing distribution decision

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Intensity of competition- it will determine the distribution pattern adopted by firm, some firms go for intensive distribution strategy and other have policy of exclusive distribution, ultimately aims at getting highest share Environmental characteristics- includes Govt policies, statutory provisions, state of economy, technological etc

Distribution alternatives:

Intensive distribution Selective distribution Exclusive distribution Distribution alternatives

Major intermediaries:

Franchisees - McDonald’s, dominos, aptech education, overnite express courier etc Electronic channels- e banking, ATM’s, call centeres , internet kiosks, credit card, debit card Agents / brokers- indian airline, LIC agent, commercial stock brokers, real estate brokers etc Major intermediaries

Sales management:

sales management is referred ,exclusively to the direction of sales force personnel It is a personal type function Sales force - Persons responsible for selling products or services via direct contact with the customer Sales management

Sales manager responsibilities:

The responsibilities of sales managers are mostly set according to the employment setting . Sales program me Organization Sales force management Relations Communications Control Sales manager responsibilities

Function of a sales manager:

Sales manager’s job has two dimension Planning operating Function of a sales manager

Sales management planning:

Planning is the starting stage of management task Sales management planning

Operating function:

It includes: Managing sales force Interacting with other departments Interacting with trade and customers Interacting with marketing department Operating function

Salesman responsibilities:

Salesmen can work for manufacturers, wholesalers or as independent agents who carry multiple lines of products A salesman usually works as either an outside or inside sales dept and spends most of his time selling his wares or services Salesman responsibilities

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Duties and responsibilities can vary according to the industry Territory management Knowledge of products Presentation Reports Provide friendly customer service Payment Leads and cold calling