Salesmanship Course Plan

7/27/2019 Salesmanship Course Plan

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BUS ADMN 140 Salesmanship

BUS ADMN 140 Course Plan 1 12/8/2004



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Table of Contents

Course Information ................................................................................................................................ 4Course Description ............................................................................................................................... 4Prerequisites .......................................................................................................................................... 4Course Requirements ............................................................................................................................ 4Course Objectives ................................................................................................................................. 4Heald Course Information Sheet .......................................................................................................... 5Textbook(s) and Course Materials........................................................................................................ 7

Textbook ............................................................................................................................................ 7Instructor's Manual(s) ...................................................................................................................... 7Publisher Contact Information ......................................................................................................... 8

Grade Distribution ................................................................................................................................ 8Classroom Requirements ...................................................................................................................... 8

Faculty Information................................................................................................................................ 9Instructor Qualifications ....................................................................................................................... 9Instructor Biography Guidelines ........................................................................................................... 9

Course Documents ................................................................................................................................ 10Sample Instructional Guide ................................................................................................................ 10Sample Student Syllabus .................................................................................................................... 21Course Policy Guidelines ................................................................................................................... 22

Course Activities/Assignments ............................................................................................................ 23Required Activities ............................................................................................................................. 23

Suggested Activities ........................................................................................................................... 24Handouts ............................................................................................................................................. 25

10 Steps in the Selling Process ....................................................................................................... 26Final Project Guidelines ................................................................................................................. 27Final Project - Student Application Exercises (SALES) ................................................................. 29Salesmanship Ethics Paper ............................................................................................................. 34ACT! Express Assignments ............................................................................................................. 35ACT! Tutorials compiled ................................................................................................................ 40Alternative Role-playing Personal Selling Assignments in a Classroom Setting ........................... 44The Top 10 Secrets of the Super Successful Sales Professional ..................................................... 47Role-Playing: An Overview ........................................................................................................... 49

Maxwell House CoffeeSales Presentation Dialogue .................................................................. 49Video Summaries and Questions .................................................................................................... 52Final Portfolio Assignment ............................................................................................................. 60

Assessment Examples ........................................................................................................................... 61Quizzes ............................................................................................................................................... 61

Quiz 1: Chapters 1 and 3 ................................................................................................................ 61Quiz 1 Answer Key .......................................................................................................................... 67

Exams ................................................................................................................................................. 68Final Exam ...................................................................................................................................... 68


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Final Exam Answer Key ................................................................................................................. 89Guided Questions ................................................................................................................................ 90Rubrics ................................................................................................................................................ 92

Final Project Evaluation- Rubric ................................................................................................... 92Buyer-Seller-Role Play - Grading Rubric ...................................................................................... 93

Grading for Research Paper .......................................................................................................... 93Presentation Role-Play Rubric ....................................................................................................... 95

Blackboard ............................................................................................................................................ 95Additional Instructional Resources..................................................................................................... 95

Instructor Guides ................................................................................................................................ 95Web Sites ............................................................................................................................................ 95

EBSCO ............................................................................................................................................ 95

Challenge Exam .................................................................................................................................... 96Course Development Information ....................................................................................................... 96

Acknowledgement to Contributors ..................................................................................................... 96Instructor Comments and Feedback ................................................................................................... 96

Course Developers Notes .................................................................................................................. 96Best Practices ...................................................................................................................................... 96

Jigsaw Activities ............................................................................................................................. 96

IT Administrator's Course Equipment List ....................................................................................... 97


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COURSE INFORMATION

COURSE DESCRIPTION

Students focus on the development of professional selling skills in this course. Students analyze thesales process and learn techniques used to communicate effectively with customers. 3 Units

PREREQUISITES

None

COURSE REQUIREMENTS

Students are required to complete the following (See Required Activities and Sample InstructionalGuide in this course plan for more information):

A Final Project which includes an oral report and a detailed sales report.

Salesmanship Ethics Paper between 3-7 pages (double-spaced).

ACT! Activities 1-4.

Participate in at least two Role-Play Activities. (The student must act as the buyer in one andthe seller in the other).

Identify and retain documents completed in the course to include in the students FinalPortfolio. (Student save the document(s) in their P drive and /or keep a hard copy in a folder).

COURSE OBJECTIVES

TOPIC OBJECTIVE: STUDENT WILL BE ABLE TO

Sales Concepts Define salesmanship

Describe how sales differs from marketing

Explain personal selling as a major function within themarketing and promotional mix of a company

Distinguish between direct sales, brokers, salesrepresentatives, business-to-business, public sales and othertypes of professional selling positions

Differentiate between transactional and relationship basedselling

Analyze the differences between selling retail, a product(s)and services

Describe the different types of compensation available in thesales profession

Sales Process Define the stages of the sales process

Identify and describe the steps in the sales process and applythem to an assigned project

Explain how to identify prospective customers (person ororganization that has potential to buy product or service)


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Recognize and manage typical buyer resistance

Demonstrate effective closing techniques

Contact ManagementSoftware

Install and setup a contact management application (ACT!Express)

Use contact management software to manage a sellingrelationship

Create reports including sales projections and contact activity.

Demonstrate use of effective time and territory managementstrategies

Written Communication Write sales scripts using a variety of sales strategies

Create sales-related documents including an inquiry, aresponse to a request for proposal (RFP), cover letters,confirmation of orders, etc. via e-mail and formalcorrespondence

Distinguish between appropriate use of and styles for

communication methods including e-mail, fax, and paperbased media

Sales Presentations Determine target audiences needs through interviews andresearch strategies

Deliver an effective sales presentation

Use visual aids including PowerPoint, charts, whiteboard,products, etc. in support of a sales presentation

Communicate using basic sales vocabulary and jargon used inthe profession of sales, i.e. funnels, projections, qualifying,prospecting, CRM

Internet Use the World Wide Web to research competitors and profile

prospective buyersUse Web resources to support the sales process

Portfolio Identify and retain samples of work completed in the course tobe included in the Portfolio. (See Handouts section of thiscourse plan)

Critical Thinking Evaluate sales presentations for their succinctness,effectiveness, and style

Blackboard Demonstrate the ability to use Blackboard to retrieve courseinformation and assignments

HEALD COURSE INFORMATION SHEET

Course Information Sheet


Course

Description

Students focus on the development of professional selling skills and strategies inthis course. They become familiar with different types of sales organizations,strategies, markets and compensation structures. 3 Units


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Textbook(s) ABC's of Relationship Selling, Futrell, 2003, McGraw-Hill/Irwin, ISBN 0-07-247154-9.

Grading Exams 20-30%Projects & Assignments 60-70%Participation 10%

A grade of 90 percent or higher earns an A grade; 80 to 89 percent earns a Bgrade; 70 to 79 percent earns a C grade; 60 to 69 percent earns a D grade. Aminimum grade of C is required in major courses or courses that are prerequistesfor advanced courses.

Course Purpose Salesmanship is one of the foundation courses for the Sales and Marketingemphasis. Students become aware of the importance of sales (product or service)in the success of any business venture. Studying salesmanship complements thecourse of study of business administration students.

Makeup Policy Each student has the opportunity to make up one missed major in-class graded

event. Your instructor will inform you of which graded events fall into thiscategory in this course. For other make up policies or late assignments, pleaseconsult with your instructor or a dean.

Alternative

Credit

A challenge exam is available before the start of the quarter or early in the firstweek of instruction. Please see the Director of Academic Affairs or yourinstructor for more information.

Attendance Policies and standards at Heald College prepare graduates to meet the demandsof future employers. Attendance is considered in the evaluation of each studentsperformance when making recommendations to employers.

Students are required to attend all classes on required attendance days and are

expected to be ready for class at the scheduled time. The students participationin class is essential to success in academic achievement and in the workplace.The official student transcript reflects both an academic grade and an attendancepercentage for each class. Please refer to the Attendance Policy distributed byyour campus Academic Affairs Department for specific guidelines.

Professional

Appearance

At Heald College, student professional appearance standards have beenestablished to be at or above those normally required for employment inbusiness, industry, and healthcare in the area. The dress standard helps prepare astudent for the workplace and fosters a professional appearance, which is apositive factor in job placement. The professional appearance policy is discussedin the enrollment process and is available in the Academic Affairs office.

Information

Technology

Policy

The use of any computer software or information technology equipment(computer, router, switch, etc.) by students shall be in compliance with all lawsand Heald policies. Students may not violate any intellectual property rights andmay not compromise or tamper with or utilize the software or equipment forinappropriate or unauthorized purposes. All such property belongs to Heald or isunder Heald control and may be inspected or monitored by Heald personnel atany time and for any purpose. When a violation of this policy occurs,disciplinary action may be taken.


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Request for

Special

Assistance

If you believe you have a disability that may require accommodation, weencourage you to contact immediately the Director of Academic Affairs (DAA),who is the campus coordinator of disability services, to ensure adequate time toarrange for the appropriate accommodation. You will be asked to presentdocumentation from a qualified examiner.

Academic

Integrity

The highest standards of academic integrity are upheld at Heald, both to preservethe significance of the education offered and to prepare students to becomeproductive members of the larger community. It will be regarded as a breach ofacademic honesty for a student to employ any form of deception in thecompletion of an assignment. This includes, but is not limited to: copyinganothers work from any source; allowing another to copy ones own workwhether during a test or in submitting an assignment; or interfering in the workof a fellow student. This policy prohibits any attempt to pass off, as ones own,the work, data or creative efforts of another. Broadly, it forbids knowinglyfurnishing false information to the campus about ones academic performance.

When a violation of this policy occurs, disciplinary action will be taken and mayinclude assigning an F grade for the exam or assignment or assigning an FGrade for the course. Repeated offenses may result in dismissal from HealdCollege.

All violations of Healds academic integrity policy are documented and made apart ofthe students academic record.

Other Heald

Policies and

Procedures

Please refer to the Heald catalog for other policies and procedures not mentionedin this Course Information Sheet.

12/8/2004

TEXTBOOK(S) AND COURSE MATERIALSTextbookABC's of Relationship Selling, 8e, Futrell, 2005, McGraw-Hill, ISBN 0-07-285705-6

Course MaterialsInstructor's Manual(s)

ABC's of Relationship Selling, 8e, Instructors Manual and Test Bank, ISBN 0-07-247161-1ABC's of Relationship Selling, 8e, Instructor CD, ISBN 0-07-283466-8Online Learning Center: www.mhhe.com/futrell05

User Name: goldenrule

Password: instructor

Additional Support Materials (videos, CD-ROM s, etc.)

"A Day in the Life" videos, ISBN: 0-07-283465-X. The following are referred to in this courseplan:Day in the LifeRoerig, Running time: 6:11Day in the Life--3M, Running time: 10:23Ethical Selling, Running time: 5:06Steve Santana, Running time: 5:09
http://www.mhhe.com/futrell05http://www.mhhe.com/futrell05http://www.mhhe.com/futrell05


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Inc. Videos ISBN 0-07-253326-9

Tape (part) # 2: Making Effective Sales Calls, Running time: 40 min-Setting solid objectives-Establishing credibility

-Finding the decision maker-Personalizing your sales promotion

Tape (part) # 3: How to Deal with Buying Objections, Running time: 40 min-Spot Smokescreens-Make objections work for you-Deal with changes without changing the deal-compromise effectively-negotiate win-win situations

Tape (part) # 4: Closing the Deal-when and how. Running time: 41 min-Test Buying readiness-Identify Customer Buying signals

-build on Agreements-Find extra sales in the first sale.

ACT! Express Software (Included with text)

Publisher Contact Information

Theresa TaggartMcGraw-HillPhone: (408) 249-5794Cell phone: (408) [email protected]

GRADE DISTRIBUTION

Grades are broken down into three categories: exams, projects and assignments, and participation.These grade categories match those in HOST. To allow for flexibility within this structure, these threecategories are intentionally broad. For example, exams may include all tests given: quizzes, weeklytests, a midterm test, and a final. The specific percentages given to each test are to be assigned by theinstructor; however, the total must be within the specified range. Projects and Assignments mayinclude all graded class activities and must also be worth the specified percentage range identifiedabove. The participation portion may include quizzes, Assignments assignments, worksheets, and anyother items the instructor may choose to include. Oral or group presentations may be included as partof the projects percentage.

Exams 20%Projects and Assignments 70%Participation 10%

CLASSROOM REQUIREMENTS
mailto:[email protected]:[email protected]:[email protected]


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Standard computer lab

Note: If this course is taught in a lecture room, you will need to schedule up to 10 days (between 40-50% of the course) in a computer lab to complete the ACT! Software activities, introduce and discussBlackboard, and facilitate exercises for the Chapters 5 and 8.

FACULTY INFORMATION

INSTRUCTORQUALIFICATIONS

BUS ADMN 140 Instructor QualificationsMinimum instructor skill sets that are appropriate for this course:

Instructor must meet all instructor qualifications under Policy 30 in the Employee Handbook.

At least one year professional sales experience, preferably in a business-to-businessenvironment. (This does not include retail unless the position held was that of a supervisor.)

Demonstrated proficiency in designing and delivering sales presentations. Knowledge of the sales process.

Understanding of the use of contact management software as a sales support tool.

Ability to learn new software applications, specifically ACT! Express contact manager

Ability to demonstrate a wide range of sales techniques to students in class.

Optimal instructor skill sets:

Communication and interpersonal skills that replicate those important for a sales position.

Skills in the use of visual aids including PowerPoint, charts, whiteboard, products, etc. tosupport a sales presentation.

INSTRUCTORBIOGRAPHY GUIDELINES

Sample Biography

Mark Chamberlin has an M.A. in Psychology. He spent 13 years as a career counselor, helping a broadrange of individuals from semi-skilled laborers to top-level executives market their skills effectivelyand competitively. During this time, he worked with service-based professionals as a marketing andsales consultant. Mark also has a Bachelors Degree in Communications with an emphasis inadvertising. For the last 5 years he has taught corporate and college level courses in computer

technologies, writing, help desk and psychology. In his career he has held a diverse number of salespositions including software development tools, consulting services, computer equipment, insurance,commercial photography, and being a representative for a carpet manufacturer. Mark currentlyteaches business courses at Heald College in Portland, Oregon. He can be contacted [email protected].


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COURSE DOCUMENTS

SAMPLE INSTRUCTIONAL GUIDE

BUS ADMN 140 SalesmanshipTextbook used: ABC's of Relationship Selling, 8e, Futrell, 2005Videos: One set of videos will be provided for each campus by the publisher McGraw-Hill. If yourcampus has not received a set of videos, please contact the sales representative (See the Textbooksection of this course plan).

Note: Even though this course is taught in a lecture classroom, you will need to schedule up to 10 days(between 40-50% of the course) in a computer lab to complete the ACT! Software activities, introduceand discuss Blackboard, and facilitate exercises for the Chapters 5 and 8.

This Sample Instructional Guide introduces the chapters in the following order: 1, 3, 5, 8, 10, 2, 4, 6, 7,9, 11 and 12.

WEEK 1TOPICAREAS Course Overview

PortfolioIntroduction to the sales professionChapter 1The Life, Times, and Career of the Professional SalespersonOrientation to Blackboard course shell for BUS ADMN 140

OBJECTIVES

COVERED

Define salesmanship

Describe how sales differs from marketing

Explain personal selling as a major function within the marketing andpromotional mix of a company

MATERIALS ABCs of Relationship Selling, Chapter 1BlackboardVideoDay in the LifeRoerig(6 min)Video --Day In the Life3m (10 min)

ACTIVITIES Course Overview

Review Course Information Sheet

Introduce Portfolio (See Handouts section of course plan)

Introduce Blackboard

Discuss Major Course Assignments: (see Handouts section of course planfor a more detailed description of each of the assignments listed below):

o Final Project (goals, objectives and deliverables) due at the endof the quarter.

o Salesmanship Ethics Paper (see Handouts section of this courseplan)

o Buyer/Seller Role Playso Students should be given a copy of the grading rubrics for their


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Final Project and Buyer/Seller Role Plays

In Class

Discuss Chapter 1 (pages 4-38)o Review Sales Application Questions 1-4 (page 36)

Outline the 10-steps in the Sales Process (See Handouts Section of this

course plan). Show the videos listed under Materials. Engage in group share discussions

regarding observations about video clips.o What were the similarities and differences in sales roles?o What kinds of sales professionals were depicted?

Blackboard

Review course content in Blackboard

Introduce Discussion Board

Guided Question: Have students use the Discussion Board to discuss theirinterests in sales, what they feel their strengths will be in sales, what type ofsales or industry appeals to them and why? This can include discussion ontheir previous sales or related experiences.

Assignments

Read Chapter 3 (pages 84-119)NOTES Students should be strongly encouraged to dress like a professional

salesperson whenever they give a presentation in class.

The Handouts section of this course plan contains a summary and follow-up questions for all of the videos listed in this course plan. These quizquestions can be used as a formal quiz or to generate class discussion.

Assignments that require group reading and discussion can be facilitatedusing the Jigsaw Assignment guidelines found in the Best Practices section

of this course plan. In each chapter you will find boxed items called Making the Sale,

Selling Tips, Ethical Dilemma, and Further Exploring the SalesWorld. These short items offer additional insight into the world of salesand make excellent supplemental material.

WEEK 2TOPICAREAS Chapter 3 -- The Psychology of Selling: Why People Buy

ACT Express!SoftwareOBJECTIVES

COVERED

Install and setup a contact management application (ACT! Express)

Use contact management software to manage a selling relationship

Contact management software to manage a selling relationship.

Define the stages of the sales process

Identify and describe the steps in the sales process and apply them to anassigned project

Write sales scripts using a variety of sales strategiesMATERIALS ABCs of Relationship Selling, Chapter 3 and Appendices A & B

Blackboard

ACT!ACTIVITIES In Class


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Discuss Chapter 3 (pages 85-119)

Use the Maxwell House Coffee script handout (see the Handouts Section ofthis course plan) as an example of points in text and as a Role PlayingActivity demonstration (See Appendix A, pages 462-471, and the RequiredActivities section of this course plan).

Review the Final Project (sales presentation) with the class and encouragethem to get started on it if they havent already.

Explain the difference between a feature, an advantage and a benefit.

Review the SELL Sequence.

Demonstrate a trial close. When should you use it?

Demonstrate how to use EBSCO to locate information on companies (i.e.Annual reports, press release, names company officers, articles in thepress).

Have students write a 30 second introduction cold call script introducingthemselves, the company, and why they are calling. Have students present

these in class to another classmate or preferably to the class if there is time.Students are to ask for peer feedback then turn the script into the instructor.

Begin Salesmanship Ethics Paper (see Handouts section of this courseplan), outline due Week 3.This paper includes an analysis of ethics issues.Students may choose to write about the scenario depicted in the PerfectSolutions scenario or a scenario of your choosing. The completedSalesmanship Ethics Paper is due in Week 7.

Computer Lab Activity (see Notes below):

Discuss the role of contact management software in a sales organization

Review key features of ACT!, i.e. scheduling, tracking contacts, reports,form letters, e-mail, history, groups and customizable data fields

Use ACT! Installation guide to install individual workstations inclassroom. Orient students as to interface and basic components by:1. Creating new entries2. Doing a simple name search3. Entering in appointments

Complete Act! Activities 1 and 2 (Appendix B pages 473-478). Turn inthe printouts by the end of the week.

Blackboard

Read Case 3-1 Economy Ceiling Fans, Inc. Post your answer to thefollowing question: Given the information in the Case Study you have just

read about why people buy ceiling fans, what should salespeople beinstructed to do when a customer enters their store?

Assignments

Final Project topics: Students should choose a product or service (withapproval from their instructor) for their Final Project. See Final Project inthe Handouts section of this course plan.

Final Project Sale 1: Complete SALES Activity: Student ApplicationLearning Exercises (page 116). Due Week 3.

Complete Cases 3-1 and 3-2 on pages 118-119. Turn in next week.


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Read Chapter 5, pages 153-179SUPPLEMENTAL

ACTIVITIES

Annual Report: Using the EBSCO database students are to locate andprint an annual report for a company that could be a prospective client fortheir product or service.

Discuss the Ethical Dilemma Sock It To Her! (See page 110) with theclass.

ASSESSMENT ACT! Activities 1 and 2 DueNOTES IT is aware that students will be loading ACT! software on their computers.

Ask IT for instructions. Installation should take less than 20 minutes. Usethe default values for installation. Refer to the installation manual fordetails.

This is a good opportunity for you to have the campus LRC Managerdemonstrate EBSCO to the class.

There are seven Student Application Learning Exercises (SALES) found in

the following chapters of the textbook: Chapter 3, 5, 7, 9, 10, 11 and 12.Each of the seven exercises is a component of the students Final Project.As the quarter progresses students should be required to turn in each partfor a grade and make any changes that the instructor suggests. Towards theend of the quarter (about the 8 or 9th week) students should compile all theparts for their Final Project presentation. Turning in the assignments earlyensures that students do not wait until the last minute.

In order to gain student buy-in on the role play activities, use the RolePlayingAn Overview handout found in the Handouts section of thiscourse plan.

WEEK 3TOPICAREAS

Chapter 5Sales Knowledge: Customers, Products, TechnologiesChapter 5Appendix: Sales Arithmetic and PricingACT! Appendix BInternet Resources Appendix C

OBJECTIVES

COVERED

Identify and describe the steps in the sales process and apply them to anassigned project

Explain how to identify prospective customers (person or organization thathas potential to buy product or service)

Use the World Wide Web to research competitors and profile prospectivebuyers

MATERIALS ABCs of Relationship Selling, Chapter 5 and Appendices B and C

Blackboard ACT!

ACTIVITIES In Class

Discuss:o Chapter 5 (pages 153-179)o Chapter 5: Appendix (pages 180-193)o Appendix C (pages 498-507)

Demonstrate how this knowledge is used during a sales presentation.

Explain the main technologies used by sales people.


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Begin Sales Role Plays (See the Handouts Section of this course plan andAppendix A, page 462-471).

Continue to work on Salesmanship Ethics Paper, draft due Week 5Guided Question:

What should a good salesperson know for increased sales success?

Students should prepare a one-half page response and turn it into theinstructor at the end of class. Discuss the responses in class.

Computer Lab Activity:

Complete ACT! Activity 3 (Appendix B, pages 478479)

Complete these Appendix C activities:o Can the Web Help Build Relationships? (pages 502-503)o Research Pays Off in the Sales Game! (page 506)

Turn in the printouts from these three activities to your instructor when youcomplete this assignment.

Students should be allowed some class time to conduct research for theirfinal projects.

BlackboardRead the Ethical Dilemma Advertising Will Close the Deal (page 175) andpost your response to the Discussion Board in Blackboard.

Assignments:

Read Chapters 8 (pages 246-271) and 10 (pages 304-337)

Final Project Sale 2: SALES Activity: Complete Student ApplicationLearning Exercise on page 190-191. Due Week 4.

Complete the even numbered Sales Application questions (pages 175-176).Due Week 4.

SUPPLEMENTAL

ACTIVITIES

Assignment -- Research product/service

1.

Research information on the internet on a product/service.2. Define in simple terms what the product/service is and how it works.

3. What are the unique selling points?

4. What are the potential markets for this product?

5. What is the competition for the product/service at this time?

The paper should be at least a 1 pages with at least three citations.ASSESSMENT Final Project Sale 1 due

Cases 3-1 and 3-2 dueACT! Activity 3 due

Quiz on Chapters 1 and 3 and Appendix B (See Notes below)NOTES Chapter 5 requires a computer room with Internet access. Coordinate with

your Campus DAA to schedule a computer room.

Quizzes and exams can be generated using the Diploma Test Generatorfound on the Instructors Resource CD (See sample in the Quizzes sectionof this course plan).

WEEK 4TOPICAREAS Chapter 8Carefully Select Which Sales Presentation Method to Use

Chapter 10 -- Elements of a Great Sales Presentation


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OBJECTIVES

COVERED

Use visual aids including PowerPoint, charts, whiteboard, products, etc. insupport of a sales presentation

Distinguish between appropriate use of and styles for communicationmethods including e-mail, fax, and paper based media

MATERIALS ABCs of Relationship Selling, Chapter 8

Blackboard

VideoInc. Video, Part 2Making Effective Sales Calls (40 min)ACTIVITIES In Class:

Discuss Chapters 8 (pages 247-271) and 10 (pages 304-337)

Describe various sales presentation methods and discuss the advantagesand disadvantages of each

Demonstrate effective use of a PowerPoint presentation in a salesenvironment

Discuss different types of media that can be used in addition to slides.

Discuss the sales presentation mix

Discuss the Ethical Dilemma To Fix the Mistake Or Not (page 262) Discuss the Ethical Dilemma Lying Like a Dog (page 327).

Break the class into groups of 4 to complete the Making the Sale exercise,Characteristics for Successful Negotiation on page 259 and the SellingExperiential Exercise Is Selling For You? (page 267)

Blackboard Guided Questions:

Name one of your competitors.

What are the strengths of their product?

How can you compete with them? What makes your product/serviceunique? What are its strengths?

Assignments:

Develop a PowerPoint presentation that includes the following information:(Note: this assignment is also a part of the students Final Project. SeeSection IX of the Final Projects Guidelines Handout):

o An introductory slide with a title and their nameo Three slides describing their product or service (think FAB)o One graph element showing pricing information for their

product or service.o Closing slideo Students may be called up on to give a 3 minute presentation

using this material.This assignment is due Week 5.

Final Project Sale 5: SALES Activity: Complete Student ApplicationLearning Exercise (page 331). Due Week 5.

Read Chapters 2 (pages 44-81) and 4 (pages 120-151).ASSESSMENT Final Project Sale 2 due

Sales Application Questions (pages 175-176) dueNOTES You will need a projector and instructor computer for this week. One class

session of this week requires a computer lab.

Several weeks cover more than one chapter from the text. Students maynot read all assigned material, so it is important that the instructor focuses


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on the most important concepts and terminology. The instructor needs to besure the course objectives are met, but does not have to cover all materialin-depth.

WEEK 5TOPICAREAS Chapter 2Social, Ethical, and Legal Issues in Selling

Chapter 4Communication for Relationship Building: Its Not All TalkOBJECTIVES

COVERED

Write sales scripts using a variety of sales strategies

Create sales-related documents including an inquiry, a response to a requestfor proposal (RFP), cover letters, confirmation of orders, etc. via e-mail andformal correspondence

Communicate using basic sales vocabulary and jargon used in theprofession of sales, i.e. funnels, projections, qualifying, prospecting, CRM

MATERIALS ABCs of Relationship Selling, Chapters 2 and 4

Blackboard

Video TapeSteve Santana (5 min)

Video TapeEthical Selling(5 min)ACTIVITIES In Class:

Discuss Chapters 2 (pages 45-81) and 4 (pages 121-151)

Define ethical behavior as it relates to sales and describe an ethicaldilemma.

Compare and contrast writing styles, forms and language when usingletters, email and faxes.

Explain the influences on ethical behavior.

Review the Ethical Dilemma: The Boss Told Me To Do It? (page 70).

Review Case 2-1 Ethical Selling at Perfect Solutions: The Case of theDelayed Product (pages 79-80) with the class.

Have students discuss their opinions on and experiences with receivingvarious forms of communication and what their expectations for each type.

Review the barriers to communication.

Explain ways of developing persuasive communication.

Explain the importance of dress, effective communication, and personalpresentation (see pages 134-143)

Continue Role Plays (See Appendix A, pages 462-471)

In pairs, discuss Selling Tips: Say What You Mean on page 124. Havestudents share their thoughts with the class when they have completed theirpaired discussion.

Blackboard Guided Questions: Read the Ethical Dilemma Its Party Time! and post your answer to the

question: What would be the most ethical action to take? to theBlackboard discussion group.

Assignments:

Read Chapter 6 (pages 196-223)

Complete Sales Application Questions 2 and 5 on page 143. Due by the endof the week.

ASSESSMENT Complete Sales Application Questions 2 and 5 on page 143


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PowerPoint Presentation DueFinal Project Sale 5 DueQuiz on Chapters 5, 8, and 10

WEEK 6TOPICAREAS Chapter 6Prospecting -- The Lifeblood of Selling

ACT!TOPICS

COVERED

Explain how to identify prospective customers (person or organization thathas potential to buy product or service)


Use contact management software to manage a selling relationshipMATERIALS ABCs of Relationship Selling, Chapter 6

BlackboardACTIVITIES In Class:

Discuss Chapters 6 (pages 196-223)

Describe the 10 steps in the sales process.

Describe the various methods of prospecting and why it is important toprospect.

Review call reluctance (pages 218)

Continue Role-Playing Activity (see Appendix A, pages 462-471)

In groups of 3-4 students, complete the exercise: Your Attitude TowardsSelling (page 221).

Continue Salesmanship Ethics Paper, due Week 7Computer Lab Activity:

Complete Act! Activity 4 (Appendix B pages 479-480). Turn in theprintouts by the end of the week.

Assignments:

Read Chapter 7 (pages 225-244) Complete Sales Application Questions 1, 3 and 4 on page 220. Turn in by

the beginning of next week.SUPPLEMENTAL

ACTIVITIES

Market Analysis: Each student will develop a written profile of thecustomers of a specific industry assigned by the instructor. This profile willinclude information on the following:

o Type of purchase made i.e. wholesale, manufacturing, retail,consumer

o Frequency of purchaseo Seasonal purchase patterns, if anyo The location and demographics of target markets

o Projected number of prospective customers.o An analysis of the wants, needs and benefits required by the

consumero Identification of key competitive companies, products or substitutes

for the products or services.o What are the unique selling points of your product that will appeal

to this market?This assignment will be a written assignment no more than 5 pages, doublespaced, including title page and references.


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ASSESSMENT ACT! Activity 4

Midterm ExamChapters 1, 3, 5, 8, 10, 2, 4, 6NOTES At least one class session of Week 6 requires a computer lab.

WEEK 7TOPICAREAS

Chapter 7Planning a Sales Call is a Must!OBJECTIVES

COVERED

Determine target audiences needs through interviews and researchstrategies


MATERIALS ABCs of Relationship Selling, Chapter 7Blackboard

ACTIVITIES In Class:

Discuss Chapter 7 (pages 225-244)

Why is sales call planning important?

Describe the four planning steps in sales call planning.

What are aprospects 5 mental steps in buy in?

Discuss Ethical Dilemma To Check or Not To Check on page 236.

Continue Role-Plays (Appendix A, pages 462-471)Assignments:

Read Chapter 9 (pages 236-258) and 11 (pages 296-328)

Final Project Sale 3: Complete SALES activity on page 241. Due Week 8.

Complete the Customer Profile and Planning Sheet on page 231 based onthe product or service you are using for your Final Project. Due Week 8.

Work on Final Projects and Presentations.ASSESSMENT

Quiz on Chapters 2, 4, 8 and 10

Salesmanship Ethics Paper Due

Sales Application Questions 1, 3 and 4 (page 220) due

WEEK 8TOPICAREAS Chapter 9Begin Your Presentation Strategically

Chapter 11Welcome Your Prospects ObjectionsOBJECTIVES

COVERED




Use visual aids including PowerPoint, charts, whiteboard, products, etc. in

support of a sales presentationMATERIALS ABCs of Relationship Selling, Chapters 9 and 11

Blackboard

Video TapeInc. Video, Part 3How to Deal With Buying Objections (40min)


Review Chapter 9 (pages 272-303) and 11 (pages 338-373)

View and discuss the video

Explain the importance of using an approach.


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Present four types of questioning techniques used throughout thepresentation. Give examples of each.

Explain why a salesperson should welcome objections and what to do whenthey arise.

What are the six major types of objections?

Discuss how to meet a prospects objections.

Illustrate several techniques for overcoming objections.

Discuss Case 9-1The Thompson Company (page 300).

Discuss Case 11-1Ace Building Supplies (page 372).

Role PlayActivitySales rejection and trial closing scenarios. Havestudents pair up into buyer / seller. Give them a few minutes to create atleast two or three scenarios before presenting them to the class. (AppendixA, pages 462-471)

Assignments:


Read Case 9-2 (page 300) and 11-2 (pages 372-373). Answer the questionsand turn them in by the beginning of next week.

Final Project Sale 4: Complete the SALES Activity (page 298) and theSALES Activity (page 370). Due Week 9.

ASSESSMENT Final Project Sale 3 DueNOTES

You may want to allow some class time for work on their presentations.

WEEK 9TOPICAREAS Chapter 11 (continued)

Chapter 12Closing Begins the RelationshipOBJECTIVES

COVERED


MATERIALS ABCs of Relationship Selling, Chapters 11 and 12

VideoInc. VideoClosing the Deal(41mins)


Review Chapter 12 (pages 375-407)

Discuss the difficulties/resistance to closing.

Explain when to close.

Describe the 12 keys to a successful close.

Discuss why you dont ask for the sale.

Keys to successful closing.

Discuss the Inc Magazine Video:

o What techniques and strategies are employed in the video? Have students think of times where it was obvious to them a sales person

was closing a transaction. What worked and what didnt?

Review:o Non-verbal signalso Difficulties / resistance to closingWhy we dont ask for the

saleo Keys to successful closing

Using role playing, demonstrate to the class some of the things that should


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be done during the closing process.

Assign student pairs one or two types of closing techniques and have themexplain and demonstrate to the rest of the class.

Assignments:

Final Project Sale 7: Complete the SALES Activity (pages 402-405).

Hand in with Final Project. Begin compiling Final Project and Presentation materials

ASSESSMENT Final Project Sale 4 DueCase 9-2 (page 300) and Case 11-2 (pages 372-373) due.

NOTES The Closing the Deal video is excellent. The video does not need to beplayed in its entirety and instructors should only play the parts for whichthere is time.

Allow some time this week for preparation for the final presentations nextweek

WEEK 10TOPICAREAS

Sales PresentationsFinal ProjectOBJECTIVESCOVERED


Use visual aids including PowerPoint, charts, whiteboard, products, etc. insupport of a sales presentation

Communicate using basic sales vocabulary and jargon used in theprofession of sales, i.e. funnels, projections, qualifying, prospecting, CRM

Evaluate sales presentations for their succinctness, effectiveness, and styleACTIVITIES Final Project PresentationsSUPPLEMENTAL

ACTIVITIES

Refer to final project description and rubric (see Handouts Section of thiscourse plan)

ASSESSMENT Instructor / Student critiques of presentation

Peer Critiques of presentationsNOTES It would be preferable if students could do two presentations and choose

which one they want graded. If it is possible, presentations should be videotaped or audio taped. Make sure that students bring their own tape media sothat they can review it.

Students should be dressed professionally.

WEEK 11ACTIVITIES PresentationsASSESSMENT Instructor / Student critiques of presentation

Turn in Final Project

Comprehensive Final ExamNOTES You may need to use the remaining class time for presentations dependingon number of students enrolled and how many times class meets this week.

The comprehensive final exam need not be lengthily, but it should cover allof the selling concepts covered in the course.

Optional Friday Activities:1. Sales Role Plays- Students could practice the sales role plays activity that was presented in

class.


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2. Replay class videos.3. Final Project presentations: Students would have the option of presenting their final projects

on an optional Friday in addition to their regular class presentation. The student could thenchoose which presentation they wanted to count for their Final Project grade.

4. Guest SpeakersInvite a sales representative or sales manager to talk to the class. Panel

discussions are great for giving students multiple perspectives on a given topic and often drawmore students.

SAMPLE STUDENT SYLLABUS

Textbook: ABC's of Relationship Selling, 8th edition, Futrell, 2005Chapters are used in the following order: 1, 3, 5, 8, 10, 2, 4, 6, 7, 9, 11 and 12.

Week Chapter Assignments/Activity1 1 Read Chapter 3 (pages 84-119)

Quiz on video content2 3 Start Final Project (sales presentation)

Start Ethics Paper

Read Chapter 5, pages 153-179

Complete Act! Activities 1 and 2 (Appendix B pages 473-478).Turn in the printouts by the end of the week.

Final Project Topic due

3 5 Final Project Sale 1: Complete SALES Activity: StudentApplication Learning Exercises (page 116).

Complete Cases 3-1 and 3-2 on pages 118-119.

Complete Act! Activity 3 (Appendix B, pages 478479)

Complete these Appendix C activities:o Can the Web Help Build Relationships? (pages 502-503)o Research Pays Off in the Sales Game! (page 506)

Turn in the printouts from these three activities to your instructorwhen you complete this assignment.

Read Chapters 8 (pages 246-271) and 10 (pages 304-337)Ethics Paper Outline due

Quiz on Chapters 1 and 3 and Appendix B

4 810

Final Project Sale 2: SALES Activity: Complete StudentApplication Learning Exercise on page 190-191.

Complete the even numbered Sales Application questions (pages

175-176). Read Chapters 2 (pages 44-81) and 4 (pages 120-151).

5 24

Develop a PowerPoint presentation that includes the followinginformation: (Note: this assignment is also a part of the FinalProject. See Section IX of the Final Projects GuidelinesHandout):

o An introductory slide with a title and their nameo Three slides describing their product or service (think

FAB)


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o One graph element showing pricing information fortheir product or service.

o Closing slideo Students may be called up on to give a 3 minute

presentation using this material.

Final Project Sale 5: SALES Activity: Complete StudentApplication Learning Exercise (pages 331).


Complete Sales Application Questions 2 and 5 on page 143. Dueby the end of the week.

Ethics Paper Draft due

Quiz on Chapters 5, 8, and 10

6 6 Complete Act! Activity 4 (Appendix B pages 479-480). Turn inthe printouts by the end of the week.


Complete Sales Application Questions 1, 3 and 4 on page 220.Turn in by the beginning of next week.

Midterm Exam (Chapters 1-6, 8, and 10)

7 7 Read Chapters 9 (pages 236-258) and 11 (pages 296-328)

Work on Final Projects and Presentations.Ethics Paper due

Quiz on Chapters 2, 4, 8 and 10

8 911

Final Project Sale 3: Complete SALES activity on page 241.

Complete the Customer Profile and Planning Sheet on page 231based on the product or service you are using for your FinalProject.

Read Chapter 12 (pages 375-407) Read Case 9-2 (page 300) and 11-2 (pages 372-373). Answer the

questions and turn them in by the beginning of next week.

9 1112

Final Project Sale 4: Complete the SALES Activity (page 298)and the SALES Activity (page 370).

Final Project Sale 7: Complete the SALES Activity (page 402).Hand in with Final Project.

Begin compiling Final Project and Presentation materials

10 Final Project Presentations

11 FINALS

COURSE POLICY GUIDELINESClassroom policies MUST be approved by the Director of Academic Affairs prior to distribution.Classroom policies should be presented to students on the first day of class. These polices will set thetone for your class and let students know what is expected of them and what they may expect fromyou. Some issues that you may consider addressing in your polices are:

Assessment and/or participation guidelines

Late assignment policies

Cell phones/pagers


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Lateness/attendance

Food, drink and gum chewing

Missed classes

Professional behavior

Professional dress

Assignments

Make-up tests

Your contact information

COURSE ACTIVITIES/ASSIGNMENTS

REQUIRED ACTIVITIES

Final Project:

You can involve the students in determining the product or service that is right for their project. Havea brainstorming session with students naming many products and services. Identify those that are mostrelevant for this project. Have only one student or one group of students assigned to a product orservice for the project.

The project has been broken down into parts and the parts are due at various times during the quarter.In addition to a grade the student should be given recommendations for improvement and include thosechanges when they turn in their final report. The parts of the project are the seven Student ApplicationLearning Exercises (SALES) found in the the textbook. Each of the seven exercises helps the studentcollect the information needed in the Final Project. Towards the end of the quarter (about the 8 or 9thweek) students should compile all the parts for their Final Project presentation. Turning in theassignments early also ensures that students do not wait until the last minute and rush their projects.

Students can choose to give two final presentationsone on an optional Fridayand chose whichpresentation they would like to be graded.

Salesmanship Ethics Paper:The ethics paper can be on a topic of the instructors choosing or left up to the student (see Handoutssection of this course plan). The subject of the paper must be an ethical dilemma that a salespersonmight encounter. The paper should present the ethical dilemma, a recommended course of action andsupporting evidence. The paper should be 3-5 pages in length (double-spaced).

Sales Call Role-Plays:

Students are required to participate in two Role-Play Scenarios. Appendix A (pages 462-471) providesall the necessary information about four types of role-play scenarios. Each student is to act as the buyerin one of their Sales Call Role-Plays and as the seller in the other.

Act! Computer Activities:Appendix C (pages 498-507) and the ACT! Express Assignments handout contains four activitiesusing the ACT! Express software that accompanies the textbook that students must complete. Inaddition to the four activities, Mark Chamberlain, Instructor Portland, has created several additionaltutorials that you may assign. See the Handouts Section of this course plan for more information.


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SUGGESTED ACTIVITIES

Annual Report: Using the EBSCO database students are to locate and print an annual report for acompany that could be a prospective client for their product or service.

Assignment -- Research product/service

You got your job by answering an ad for a sales rep for (name of company). Your first job is to:

6. Research information on the internet about your product/service.

7. Define in simple terms what the product/service is and how it works.

8. What are the unique selling points?

9. What are the potential markets for this product?

10.What is the competition for the product/service at this time?

The paper should be at least a 1 pages with at least three citations from the websites you searched.

Assignment: Market Analysis

Each student will develop a profile of the customers of the specific industry assigned for thecourse. This profile will include information on

Type of purchase made i.e. wholesale, manufacturing, retail, consumer

Frequency of purchase

Seasonal purchase patterns, if any

The location and demographics of target markets

Projected number of prospective customers.

An analysis of the wants, needs and benefits required by the consumer

Identification of key competitive companies, products or substitutes for the products or services.

What are the unique selling points of your product that will appeal to this market?

This assignment will be a written assignment no more than 5 pages, double spaced, includingtitle page and references. This is a research assignment.


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HANDOUTS

The following handouts are included in this section of the course plan:

10 Steps in the Selling Process

Final Project GuidelinesFinal ProjectStudent Application ExercisesSalesmanship Ethics Paper GuidelinesACT! Express AssignmentsACT! Tutorials by Mark Chamberlain, Portland CampusAlternative Role-playing Personal Selling Assignments in a Classroom SettingThe Top 10 Secrets of the Super Successful Sales ProfessionalRole-Playing: An OverviewMaxwell House CoffeeSales Presentation DialogueVideo Summaries and QuestionsFinal Portfolio Assignment


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10 Steps in the Selling Process

1. Prospecting

2. Preapproach

3. Approach

4. Presentation

5. Trial Close

6. Objections

7. Meet Objections

8. Trial Close

9. Close

10.Follow-up


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Final Project Guidelines

As a salesperson, it is the students responsibility to draft a sales presentation to present to theirprospective client. The project will include an oral presentation and a written report. Some of theinformation will be fictional. For example, the Buyers and Receptionists names for the company youwill be presenting to should be made up but kept in good taste.

Note: Some information in the report may need to be repeated.

Your report must be in either Times New Roman or Arial font, 12 pt type, and double-spaced.

Your written report must contain the following sections:

Project Report:

Section I: Customer analysis:1. Description of the customer--the individual-- you are calling on.

Are they the person who will make the final decision to buy?

Do they recommend products/services?

Are they the person who will sign the purchase order?

What is the persons job description?2. Type of business

Products

Locations

Number of employees Company History

Competitors3. Printed (internet) road map and directions.

Section II: Sales Call Objectives

A list of your sales call objectives.

Section III: Customer Profile and Planning SheetCustomer profile and planning sheet containing:

1. Name of company.

2. Address of company.3. Type of business.4. Name of buyer.5. People who influence buying decision or aid in using or seeing your product.6. Buying hours and best time to see buyer.7. Receptionists name.8. Buyers personality type -- See Chapter 3.9. Buyers important buying needs.


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Section IV: Competitive Analysis

Competitive analysis. (On page of its own with title).

Section V: Customer benefit plan.

Customer benefit plan that includes your FABs.

Section VI: Marketing plan.

How do you intend to market your product or service? Any selling strategies?What media will you use to advertise?

Section VII: Business proposition.

Be sure to include profit forecaster.

Section VIII: Suggested order.

What are you recommending to the customer? Be sure to include: quantities,volume discounts (if applicable), proposed delivery schedule and terms (cash ondelivery, Net 30, Net 90)

Section IX: Copy of your visuals

(3-5 ) PowerPoint slides that you will show to your customer

Section X: Sales presentationThis section contains your buyer and seller dialogue. Major sections of your buyer andseller script dialogue must have these headings:

o Approacho Product using SELL Sequenceso Marketing Plan using SELL Sequenceso Business Proposition using SELL Sequenceso Closeo If Does Not Buy

Your final project should be placed in a professional presentation binder and/or folder and include thefollowing:

1. A cover sheet with a title for your presentation, your name and the company you are a salesrepresentative for.

2. (optional) Create a business card using Microsoft Word or Publisher. It does not need to be

professionally printed.

Oral Presentation:Students are expected to deliver a presentation to their sales manager (the class) outlining how they areplanning to approach their customer.

The presentation is an overview of the items in the Final Project, and students must demonstrate thevisuals they will be presenting to the customer.


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Presentation time limit = 8 minutes maximum; your sales manager is a very busy person.

Allow time for questions and answers.

Final Project - Student Application Exercises (SALES)

The BUS ADMN 140 Final Project is a detailed sales report and oral presentation. In order to assiststudents in generating a portfolio-quality report the seven Student Application Exercises (SALES)found in the textbook have been assigned in the Sample Instructional Guide and the Sample StudentSyllabus. If students follow the directions and complete all seven activities they should have most ofthe information required in the Final Project. It is strongly recommended that you spread theseassignments over the quarter so that everything is not due at the same time.

The SALES exercises are listed below in the order in which they appear in the course plan for yourconvenience.

Sale 1- Chapter 3 (pages 116)

Summary:Now you are ready to begin developing your sales presentation. To make Sale 1:

1. State what you will sell.2. Briefly describe the individual and/or organization to which you will sell.3. List three features of your product, including each features main advantage and benefit. Refer

back to chapter 3 for FAB definitions. FABS should discuss your product, not your marketingplan or businessproposition. Well do that later.

Feature Advantage Benefita.b.c.

4. Now create a SELL Sequence for each FAB (see pages 94-95). Label each of the components ofthe SELL Sequence.

Sale 2- Chapter 5 (page 190-191)

Summary:

An important part of your presentation is the discussion of price to your buyer. To make Sale 2, firstreview pages 181 to 188.

Your assignment is to construct one or more pages that show the prices you will discuss with yourbuyer. This pageor pageswill serve as a visual aid (as shown on pages 184, 185 and 397) that youshow and discuss with your buyer during the business phase of your sales presentation.

Sale 5 - Chapter 10 (page 331)


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An important part of consultative selling is the use of questions to uncover the customers needs. Youhave planned some of your questions in constructing yourSELL Sequences. SELL Sequencesshould be contained in your discussion of the product, marketing plan, and business proposition.

Every important sales presentation should contain mostif not allof the presentation mix

ingredients shown in Exhibit 10-5 on page 310. To make Sale 5:1. Construct and write out one SELL Sequence. After your trial close, the buyer questions what

you have just said. The buyer sounds unsure that what you are saying is true. Create a proofstatement that shows your claim is true. See pages 315-317.

SELL Sequence:

Buyers skeptical remark:

Proof statement:

2. Create one analogy, simile, and metaphor to use in your role-play. See page 314.

Analogy:

Simile:

Metaphor:

3. Describe a demonstration you could do of one of your products benefits. If possible, adddramatization. Remember, simply showing the product is not a demonstration.

4. Describe three visual aids you could use in your presentation. Flip charts and notebooks areeasy to develop, or you can place your visuals in a folder and pull one at a time out as youdiscuss it.

Visual 1:

Visual 2:

Visual 3:


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Sale 3- Chapter 7 (page 210)

Summary:In planning the sales presentation, it is necessary to create a marketing plan. Review the section

beginning on page 232 entitled Customer Benefit Plan: What Its All About. The marketing plan isdescribed in step 2 on page 232. Stop your study on page 235. Carefully study Exhibits 7-6, 7-7, and 7-8. Review advertising and sales promotion sections contained in pages 157-162. To make Sale 3:

1. List three FABs you could discuss in your marketing plan.

Feature Advantage Benefita.b.c.

2. Write out one Sell Sequence using the FABs. Label all of the components of the SELL

Sequence using parenthesis, as shown on pages 74-75.

Sale 4 - Chapter 9 (page 298)

Summary:To make Sale 4 first select the method you will use for your presentation. See pages 249-263. Next,write down the name of the approach technique you will use for this presentation method. See pages280-289.

Presentation method: ______________________________

Approach technique: ______________________________

Now write out what you will actually say in your approach, including what the buyer should say.Relate your approach to yourFABs developed in Sale 1 so that you have a smooth transition intodiscussing your product.

Seller:

Buyer:

Imagine you have now finished the approach. Write out the buyer-seller dialog for the first two SELLSequences. Refer back to Sale 1. Create an imagery response by the buyer to each of your trial closes.

SELL 1

Seller

Buyer


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SELL 2

Seller

Buyer

Role-play your approach and SELL Sequences with someone to see if you are satisfied. If available,use a tape recorder to listen to your speed, voice inflections, phrases, and any unwanted mannerisms,such as frequently repeating uh or I see.

Sale 7 Chapter 12 (page 402-405)

Now its time to ask for the order! Frequently, questions and objections arise when you ask someone tobuy. Thus, you should anticipate questions and/or objections and be prepared to use several different

closing and objection-handling techniques. To make Sale 7:1. List the main benefits discussed in your presentation.2. Select a closing technique, such as the summary-of-benefits close on pages 384-392. Write out

your close and label it with the name of the closing technique in parentheses. Use a trial closeafter completing the close and label it using parentheses (trial close).

3. Create a visual aid showing your suggested order. See page 397 for an example. This visual aidmay be similar to the same one you developed for discussing your price(s).

4. Now you are ready to construct your multiple-closing sequence. First carefully study Exhibit12-3 on page 378. Now look at the multiple-closing sequence on page 393. The multiple-closing sequence should be composed of the following:

a. Your summary-of-benefits close.

b. Your trial close.c. Your suggested order.d. Use the assumptive or alternative close.e. Have the buyer ask a question or give an objection.f. Respond using another objection-handling technique.g. Ask a trial close to see if you successfully handled the objections.h. Ask for the order again, using an unused closing technique. Dont be pushy. Use a calm,

laid-back, friendly conversational style.i. The close-objection-close-objection sequence can be repeated if appropriate.

5. To complete Sale 7, write up the above a-i in script format. Role-play this dialogue until it

sounds natural to you. This may require replacing the techniques used with new ones. Once themanuscript is finalized, type it and turn it in to your instructor.

Sale 6 Chapter 11 (page 370-371) (optional)

Sales objections are defined as opposition or resistance from the buyer. To make Sale 61. List three objections a buyer might give you. See example of various types of objections on

pages 346-353. Make certain you use objections that relate to your product. Do not use general


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objections, such as, I dont like it. The objection should be specific, such as I do not like thecolor.

Objection 1:

Objection 2:

Objection 3:

2. Select a different technique for handling each of the above objections. Write the techniquesname below. See pages 354-364.

Technique 1:___________________________________________________

Technique 2:___________________________________________________

Technique 3:___________________________________________________

Write the buyer-seller dialog for each objection. State the buyers objection and then your response toit. Each time you respond to an objection use a trial close (see pages 364-365) to determine if you haveovercome the objection or correctly answered the buyers concern or question. After your trial close,label it by using parentheses (Trial Close)

Buyers Objection 1:

Your response:

Buyers Objection 2:

Your response:

Buyers Objection 3:


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Your response:

Role-play the buyer giving the above objections and your response. If possible, use a tape recorder toplay back the dialog. Does what you say sound natural and conversational? If not, adjust it. If it does,go with it.

Salesmanship Ethics Paper

The subject of the paper must be an ethical dilemma that a salesperson might encounter. The papershould present the ethical dilemma, a recommended course of action and supporting evidence. Thepaper should be 3-5 pages in length (double-spaced) and will be formatted using the MLA standard.

Important Dates:

Outline Due: Week 3

Draft Due: Week 5

Final Paper Due: Week 7

Some resources for your paper:

o Wall Street Journal free content page:http://public.wsj.com/home.html

o BusinessWeek online:http://www.businessweek.com/

Boeings business ethics programs:http://www.boeing.com/companyoffices/aboutus/ethics/

o National Whistle Blowers web page:http://www.whistleblowers.org/

A Word on Plagiarism:

When writing this paper you are to avoid plagiarism. Avoiding plagiarism requires that you know whatsort of behaviors constitute plagiarism. Put most simply, plagiarism is the unattributed use of words orideas that someone else formulated. Here are some examples of forms that plagiarism may take:

using a quote from someone elses work without citing it

writing paraphrases which are too much like quotes (that is, which use someone elses exact

words or phrasing) citing an authors words/ideas on page 3 of your essay but not citing his words/ideas on page 4

using an idea that you didnt invent without citing it unless that idea is generally understood tobe common knowledge

stealing or otherwise obtaining someone elses work and turning it in as your own
http://public.wsj.com/home.htmlhttp://public.wsj.com/home.htmlhttp://public.wsj.com/home.htmlhttp://www.businessweek.com/http://www.businessweek.com/http://www.businessweek.com/http://www.boeing.com/companyoffices/aboutus/ethics/http://www.boeing.com/companyoffices/aboutus/ethics/http://www.boeing.com/companyoffices/aboutus/ethics/http://www.whistleblowers.org/http://www.whistleblowers.org/http://www.whistleblowers.org/http://www.whistleblowers.org/http://www.boeing.com/companyoffices/aboutus/ethics/http://www.businessweek.com/http://public.wsj.com/home.html


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ACT! Express Assignments

For the Instructor:

This assignment will teach your students how to use ACT!'s contact management software to managethemselves and a sales territory. Students will learn how to enter contact information, schedulemeetings, plan phone calls, and record important tasks. Weekly activities will have students recordsales information and generate letters, reports, and graphs. The following sections explain the setupand expectations of this assignment.

Scenario Presented to Students:You are a salesperson for Soothsayer Corporation, an information management software provider.Your Sales Manager has requested that you begin using ACT! Express, a customer contactmanagement software that helps manage interactions with clients. ACT! provides its users with easilyaccessible customer contact information, a daily task planner, and many other account management

tools. ACT! enables salespeople to keep track of customer information and automates manyadministrative sales tasks to better serve customers.

About the Company:Soothsayer Corporation designs, develops, markets, and supports computer software products. Thecompany's software products are classified into two areas: Systems software and Internet businessapplications software. Systems software includes applications designed for the Internet and corporateIntranets to create, access, and change data stored on a computer system. Internet businessapplications software allows users from any computer using an Internet browser to access informationand automates business data processing functions. Both software products are priced at $399.

Setup:Instructions are provided on how to install ACT! Express on your own computer. Installation shouldtake no more than 15 minutes.

ACT! Assignments

The Weekly Activities:

The instructor (sales manager) will give a list of specific tasks and activities to students. Activities canbe sent via email or distributed during class. The activities include such things as scheduling meetingsand phone calls, entering new sales, and generating sales graphs and letters. Each week students will

generate printouts based on the completed activities. Special instructions and printing directions willguide students through each week's activity.

Deliverables:Students should turn in the printouts from each activity for a grade.


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Client Contact Information Handout- Activity 1

Company: Crystal Corporation Company: Interact Software Company: XYZ Grocery

Contact: Colette Williams Contact: Joe Burns Contact: Amy Samuel

Title: Buyer Title: Buyer Title: Buyer

Phone: 979-555-6565 Phone: 979-222-5555 Phone: 979-555-9900Mobile: 979-555-8888 Mobile: 979-222-7777 Mobile: 979-555-0099Email: Email: Email:

Address: 303 Ferry Road Address: 2433 Last Dr. Address: 2454 Holly Park Lane

City: Any City City: Any City City: Any City

State: Any State State: Any State State: Any State

Zip: 12345 Zip: 12345 Zip: 12345

Company: PandQ Financial Company: Specific Mills Company: Swell Insurance

Contact: Crystal Goodman Contact: Jeff Johnson Contact: John Walkowski

Title: Executive VP Title: Buyer Title: Regional Manager

Phone: 979-555-3333 Phone: 713-555-1212 Phone: 979-555-9870

Mobile: 979-333-5555 Mobile: 713-555-1111 Mobile: 979-555-7799Email: Email: Email:Address: 411 Walker Street Address: 333 Hello Lane Address: 1837 Welsh Avenue



Zip: 12345 Zip: 12345 Zip: 12345

Company: Tractor Company Company: Travel Xpress Company: Urban Properties

Contact: James Eggleton Contact: Chris Hammond Contact: Greg Johnson

Title: Buyer Title: Owner Title: Regional Manager

Phone: 979-555-8822 Phone: 979-555-1111 Phone: 713-555-3232

Mobile: 979-555-3388 Mobile: 979-555-3333 Mobile: 713-555-0003

Email: Email: Email:Address: 345 Misty Bend Address: 201 Krenek Road Address: 987 Pine Oak Road



Zip: 12345 Zip: 12345 Zip: 12345


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List of Weekly Activities

Activity 1 - Week 2See Appendix B pages 417-422

Objective: Get familiar with the features of ACT! Express.

To do:

Enter in 10 new contacts (see Client Contact Information Handout- Activity 1 Handout). Press the"Insert" key to enter in new contacts.

Schedule:1. Meeting with Interact Software next week:

A. 9:00 MondayB. Duration 15 minutesC. Regarding "sales call"

2. Meeting with Travel Xpress next week:A. 10:30 WednesdayB. Duration 1 hourC. Regarding "contract negotiations"

Sales This Week:

75 Units of Internet Business Software to Crystal Corporation on Wednesday

15 Units of Systems Software to Tractor Company on WednesdayTo r ecord a sale:Select the specific contact and click on "Sales" in the toolbar. Next click "NewSales Opportunity," and type in product name (Systems software or Internet Business Software).Type in the number of units and the unit price ($399). Click on "Complete the Sale." Finally, click"OK."

Printouts:1. Contact directory - from the toolbar select "Reports," "Contact Directory"2. Next week's schedule - First, select the weekly calendar. Then, from the toolbar select "File,"

"Print," "Plain Letter (P) Full Page."


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To do:Generate a Sales List after you close your two sales for the week.

Schedule:1. Meeting with XYZ Grocery next week:

A. 9:00 MondayB. Duration 45 minutesC. Regarding "Presentation"

2. Meeting with Specific Mills next week:A. 10:00 TuesdayB. Duration 45 minutesC. Regarding "Sales Call"

3. Meeting with PandQ Financial next week:

A. 2:00 TuesdayB. Duration 1 hourC. Regarding "Sales Call"

4. Phone call with Urban Properties next Monday morning to schedule a meeting.5. Phone call with Crystal Corp next Monday morning to schedule a meeting.6. Schedule a "To-do" reminder next Monday to prepare a presentation for the meeting with Specific

Mills.

Sales This Week:

100 Units of Internet Business Software to Interact Software on Monday.

150 Units of Internet Business Software to Travel Xpress on Wednesday.

Printouts:1. Next weeks schedule2. Sales List: From the toolbar select "Reports," "Sales Reports," "Sales List."


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To Do:Write a letter to Interact Software thanking them for the sale. The letter is generated by selecting

"Write" in the toolbar.

Schedule:1. Meeting with Urban Properties next week:

A. 10:00 TuesdayB. Duration 45 minutesC. Regarding "demonstration"

2. Meeting with Crystal Corp next week:A. 3:00 TuesdayB. Duration 1 hourC. Regarding "sales call"

3. Schedule a "To-do" reminder on next Wednesday to prepare sales graphs.

Sales This Week:

100 Units of Systems Software to XYZ Grocery on Monday.

7 Units of Systems Software to PandQ Financial on Tuesday.

18 Units of Internet Business Software to Specific Mills on Tuesday.

Printouts:1. Next week's schedule.2. Letter to Interact Software


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To Do:Generate graph on closed/won sales for the entire month by amount after this week's sales.

Generate graph on closed/won sales for the entire month by units after this week's sales.

Meetings to Schedule:Performance review with Dr. Futrell (Sales Manager): Anytime next week

Sales This Week:Sell 200 units of Internet Business Software to Urban Properties on Tuesday.Sell 200 units of Systems Software to Crystal Corp on Tuesday.

ACT! Tutorials compiled(by Mark Chamberlain, POC)

Sales Funnels / Probability ReportsIf you are a sales professional, tracking sales opportunities is an important part of moving closer toyour sales goals. A sales opportunity is a potential sale to a contact. It includes information such as theforecasted quantity of the sale, your confidence of closing the sale, and an anticipated date for theclosure.

When you create a sales opportunity in ACT!, you can also include the information you need to closethe sale, such as your primary competitor and factors that will influence your contact's buying decision,and adjust your predictions as the opportunity moves through the sales stages.

Setting the stageWhen you create a sales opportunity in ACT!, you can assign it a stage in the sales development cycle.You can choose any of the eleven stages in the sales development cycle that are included in ACT!These stages were co-developed by Symantec and Dale Carnegie and Associates, Inc.

You can create a sales funnel to graphically depict the number of sales opportunities at each stage. TheSales Funnel report lists the sales opportunities at each stage so that you can plan the appropriateaction to move the opportunity to the next stage in the sales development cycle. Although you do nothave to assign a sales stage to a sales opportunity, any sales opportunity without an assigned stage isnot included in the sales funnel.

Tracking sales opportunities

All sales information for a contact (including sales opportunities) appear in the Sales/ Opportunities tabof the contact record.

You can monitor the sales opportunities you have at each stage of the sales development cycle anddisplay this information in a report or graphically in a sales funnel or sales graph.

ACT! sales reports provide details and summaries of sales opportunities, closed sales, and lost sales.The sales graph can show your sales forecast or your closed sales for a month, a quarter, or any periodof time you choose.

Closing the sale


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When you close a sale, you can record the outcome, including the close date and the quantity of thepurchase. (You can also record the loss of a sale.)

ACT! records a history in the contact's Notes/History tab and if you associated the sales opportunitywith a group, in the Notes/History tab for the group.

Getting more efficientWhen you create a sales opportunity, you can enter the name of your product or service; the type ofproduct, service, or sale; and a main competitor for the sales opportunity. If you have a product list, asale type list, or competitor list, you can import the list into ACT! so that you can select it, rather thantype it in the field. Using existing lists, you can improve your efficiency in creating sales opportunitiesand ensure consistency among users of the database and other sales professionals.

Tip: If the information you want to include with the sales opportunity is in a document, such as a word-processing file, you can copy the text in the other application and paste it into the Details box in theAdditional Information tab.

Writing a Merge Template in ACT!

One of the more powerful client communication tools is the letter templates. We will use the ACT!word processor to create on of these now.

1. The first step is to click on WRITE and select EditDocument Template. This will open the wordprocessor to a default letter format.

2. Open the letter.tpl document.

3. The first thing we want to do is to save the

document using the Save As option and give it thename of Contact Ltr

4. You will see a black form letter open along with thefields entry box where you can pick and choose which data fields you want to include in yourtemplate.

5. Leave the fields box open and begin to enter the text you see in the screen shot below.

6. Select FIRST name and COMPANY name to include in your copy.

7. Save the template and close the word processor for now.

8. Look up in the help system how to merge three clients into this new form.


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Portions of this document

copyright 2001 Interact

Commerce Corporation.

Portions of this document

copyright 1995 - 1999

Symantec Corporation

under exclusive license to

Interact Commerce

Corporation.

Merge

Field

Selections


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BUS ADMN