L7_Marketing Skills & Sales Tips(3)

8/8/2019 L7_Marketing Skills & Sales Tips(3)

1/26

Marketing Skills & Sales Tips

Marketing is an art. It is a must that

all of us master these skills so as to

successfully market our products. Ifwe remember certain fundamental

tools, we all can be a marketing

expert


2/26


Definition of Marketing:.

Marketing is the process of planning

and executing the conception,pricing, promotion and distribution of

ideas, goods and services to create

exchanges that satisfy individualand organizational objectives.


3/26


How does selling differ from

marketing?

Selling is ONE ACTIVITY of the

entire MARKETING process. Selling

is the act of persuading or

influencing a customer to buy aproduct or service.


4/26


CHARACTERISTICS OF SERVICES

In-tangibility :- A service has no physicalsubstance.

Inseparability :- A service can not beseparated from the service provider

Heterogeneity :- The level of satisfaction ofthe Customer varies with time and

circumstances. Perishability :- A service can not be made

and stored in advance unlike goods. It is areal time function.


5/26


FacilitatorFor Marketing the Product/Services

How much customers can pay?Accordingly offer them the bestsuitable plan .

Evaluating Plans-Value for money

Loans-Ready list of lenders &schemes, Tie-ups

Free Trial periods


6/26


Managing Competition

Competition is an opportunity. It gives usa chance to improve ourselves.

Competition is not an enemy to be feared.It is a friend which makes us realize our shortcomings and weaknesses andovercome them.

None puts out others lamps. Lack of oil

puts them off. If our dedication towards ourwork is not full, we are bound to be out of the market one day.


7/26


FEW STEPS

Improving our service quality.

Best for the least update our knowledge and renew our

skills.

Never run down the product of yourcompetitor


8/26


FEW STEPS(contd)

Never speak ill of your competitor

Serve your customers better Get the viewpoint of the customer

Express all the things in simple and

lucid manner. More liberal a refund policy


9/26


FEW STEPS(contd)

A difficult customer is a dark cloudwith a silver- lining

Handle a difficult customer with tact &sympathy

Offer better, far better services thanyour competitor

Selling is only half job. The otherhalf is servicing


10/26


FEW STEPS(contd)

Fool me once, shame on you.

Fool me twice, shame on me.

Selling in this speed era is not

different from selling camels a 1000

years ago.


11/26


Customers want to know the features and thebenefits of what they are buying.

Relate the features with the benefits andmake your selling sentences.

There is new business out there, no matterhow depressed the market.

All we have got to do is to find it first. Thereare no prizes for the seller who comes second.

He who whispers in a well is not going to getthe rupees, but he who climbs the tree andshouts will.


12/26


ALWAYS REMEMBER


13/26


Why customers Quit

1% Die

3% Move away5% Form otherFriendship

9% ForCompetition

14% ForProduct Dissatisfaction

68% For indifferent attitude ofEmployees


14/26


Eight costly tips for sales .

cKnow your customer according to their

Need & Want

cDont do sales in slow times only

cDont ignore current customer

cUse all technological means like Email,

Contact management Software.cDont delay. Sell product immediately on

demand


15/26


Eight costly tips for sales .

Use all tactics for sales like meetingand talking to new people of all ages

Provide full range of product withtechnical and economical benefits Ifpossible provide brochure

To achieve spectacular results, firstconcentrate intensively on qualifiedtarget population


16/26


The mission of BSNL

To provide world class State-of-art

technology telecom services on demand

at affordable price.To provide world class telecom infrastructure

to develop country's economy.

Vision of BSNL

To become the largest telecom Service

Provider in Asia


17/26


Vision of BSNL

To become the largest telecom

ServiceP

rovider inA

sia Marketing & sales strategy for BSNL


18/26


Marketing & sales strategy for BSNL is

based on the vision and mission of

BSNL

Marketing Vision

To retain the highest market share,

Build highest brand equity andmaximizing the profits


19/26


OBLIGATION

1. Toward customers :To provide

prompt, courteous efficient service andquality of products/services at fair and

reasonable Price.

2. Quality services to the remote places

3. Telecom Policy 1999 are maximum

achieved


20/26


What is the USP (Unique Selling

Proposition) of BSNL?

A Government company which delivers.

A government company which gives

services better than private could be a

deadly combination, which no

competitor can copy.


21/26


BSNL initiatives for providing facilities

to customers

Web based customer care portal

Online Mobile Bill Viewing

y Bill details over e- mail on registration of

e-mail ID.

Customer service centers & Extended

working hours


22/26


Several new arrangements for modesof payment.

Oxygen out let for recharge and topup

M/S Easy Bill for payments of bills

Payment through internet

Payment through ECS

Payment through credit card

Payment through bill collecting agents atdoor step


23/26

Customer

Service

Centers

Franchisee

Sub Franchisee

Retailers

STD/PCO

Indian Oil outlets

Post offices

Electronic Rechargesetup (7 circles +)

Bank ATM (PNB)

Channel

Partners

Existing Sales Network


24/26

CSCs : 3,600 +Franchisees : 1050 +

Sub Franchisees : 14000 +

Retailers : 2,00,000 +

Channel partners

PCOs : 9,30,000

Post Offices : Across the nation

IndianO

il outlets:

7,000Electronic Recharge : More than 2000

retailers already.

Existing Marketing Infrastructures


25/26

Employees are not fully trained in different activities

Timings are restricted i.e. the customers who are ina job cannot utilize the services.

The environment and interior is not customer

friendly as they were build up where ever space

was made available Most of these CSCs are non air conditioned

Queues is CSCs due to limited space sometimes

get extended upto main road.

Attitude of CSCs staff is not customer friendly astheir salaries are not directly related to the

customer acquired/retained.

Limitations of working ofCSCs


26/26


L7_Marketing Skills & Sales Tips(3)

Documents

Transcript of L7_Marketing Skills & Sales Tips(3)