Sales & Selling Process

If a salesperson fails to follow up after closing a sale, what potential issue could arise that may impact future sales?

1. Increased customer satisfaction
2. Reduced customer loyalty
3. Improved brand image
4. Higher sales conversion rates

Answer

Reduced customer loyalty

Reason — Post-sale follow-up helps the salesperson check whether the product is working to the satisfaction of the customer and helps win the trust and faith of the customer. Failing to follow up makes the customer feel ignored, which reduces customer loyalty and hurts repeat sales.

Which of the following is the last step in the process of selling?

1. Preparation
2. Prospecting
3. Closing the sale
4. Post-sale follow-up

Answer

Post-sale follow-up

Reason — The seven steps of personal selling are — Preparation, Prospecting, Approach, Presentation, Convincing, Closing the Sale and Post-sale Follow-up. Hence, post-sale follow-up is the last step.

Keen observation, alert mind, sharp memory and ability to judge people are necessary for a successful ...............

1. Promotion
2. Salesman
3. Advertisement
4. None of these

Answer

Salesman

Reason — As per the qualities of a good salesman, sound memory — keen observation, alert mind, sharp memory and ability to judge people — is essential for a successful salesman.

A company wants to increase its market share rapidly and decides to employ a technique that allows for immediate customer interaction and feedback. Which of the following methods would be most appropriate for this goal?

1. Advertising
2. Personal Selling
3. Public Relations
4. Direct Mail Campaign

Answer

Personal Selling

Reason — Personal selling involves direct, face-to-face contact between the salesperson and the buyer. It is the most flexible technique and allows immediate two-way communication, on-the-spot clarification of doubts and instant feedback from customers.

............... removes the doubts of customers.

1. Sales promotion
2. Personal selling
3. Forecasting
4. Advertising

Answer

Personal selling

Reason — Personal selling is flexible and the salesman can clarify the doubts and objections raised by customers on the spot, unlike advertising which cannot remove customers' doubts.

Considering the methods of selling, which statement accurately reflects "Sale on Approval or Return"?

(1) Sale on Approval or Return involves allowing customers to buy products without any intention to return them.

(2) Sale on Approval or Return is solely focused on selling products in bulk to wholesale buyers.

(3) Sale on Approval or Return gives customers the option to return products within a specified period if they are not satisfied.

(4) Sale on Approval or Return requires customers to make an immediate purchase decision without any consideration.

1. Only 1
2. 2 & 3
3. Only 3
4. 3 & 4

Answer

Only 3.

Reason — Under Sale on Approval or Return, the seller sends the goods to the buyer; after checking them the buyer may decide to buy them or return them back to the seller. Hence, only Statement 3 is correct.

Selling involves exchange of goods for money between the sellers and buyers. Selling focuses on the needs of seller, and the marketing, on the needs of the ...............

1. Manufacturer
2. Seller
3. Buyer
4. Producers

Answer

Buyer

Reason — Selling focuses on the needs of the seller (converting product into cash) whereas marketing focuses on the needs of the buyer (satisfying the consumer).

............... bridges the gap between advertising and personal selling.

1. Sales
2. Promotion
3. Advertisement
4. Sponsorship

Answer

Promotion

Reason — Sales promotion acts as a bridge between advertising and personal selling. Advertising creates awareness, sales promotion stimulates the customer further, and personal selling closes the sale.

Which of the following is not a main objective of personal selling?

1. Generate sales
2. Build awareness and appreciation for the product
3. Create personal contact
4. None of these

Answer

None of these

Reason — Generating sales, building awareness and appreciation for the product, and creating personal contact are all main objectives of personal selling. Therefore, none of the given options is excluded.

The process of direct communication between the sales person and a prospect is called:

1. Direct marketing
2. Personal selling
3. Advertising
4. None of these

Answer

Personal selling

Reason — Personal selling involves direct, personal or face-to-face contact between the seller (or his representative) and the buyer.

In this step, the salesperson makes face-to-face contact with the prospective buyer.

1. Approach
2. Prospecting
3. Closing the sale
4. Post-sale follow-up

Answer

Approach

Reason — In the Approach step, the salesperson makes face-to-face contact with the prospective buyer, introduces himself, greets the customer and starts a conversation to create a good first impression.

Personal selling is the most ............... method.

1. Flexible
2. Fixed
3. Rigid
4. Inflexible

Answer

Flexible

Reason — Personal selling is the most flexible technique because the salesman can tailor his sales presentation to fit the needs, motives and behaviour of individual customers and clarify doubts on the spot.

Regarding the essential qualities of a successful salesperson, which statement is accurate?

(1) Empathy, active listening, and effective communication are important traits for a salesperson.

(2) A salesperson's appearance and dressing style have a strong impact on sales outcomes.

(3) Aggressiveness and pushing the customer into a sale are the best techniques for success.

(4) A salesperson's personal interests and hobbies should be kept separate from their professional life.

1. 1 & 2
2. 3 & 4
3. Only 1
4. Only 3

Answer

1 & 2

Reason — A good salesman should be sensitive (empathetic, good listener), should have effective communication, and should also have good physique with a neat and clean appearance and proper dressing. Aggression (Statement 3) is undesirable and Statement 4 is irrelevant to selling effectiveness.

A key objective of personal selling is to maximize the sales volume in the shortest possible time.

1. True
2. False

Answer

False

Reason — The purpose of personal selling is not just to make sales but to win a permanent customer. It seeks to develop a close and lasting relationship between the buyer and the seller, not maximization in the shortest time.

Which advertising technique shown in the images would most likely reduce the need for extensive personal selling?

1. Repetitive slogan-based advertising
2. Informational advertising with product details
3. Emotional appeal advertising
4. Discount-based advertising

Answer

Repetitive slogan-based advertising

Reason — The image shows famous brand slogans (Nike — "Just Do It", Apple — "Think Different", L'Oréal — "Because you're worth it", FedEx, McDonald's, etc.). Repetitive slogan-based advertising creates strong brand recall and familiarity in the customer's mind, so customers come pre-sold to the store, reducing the salesperson's effort.

Which of the following statement(s) is/are correct?

Statement 1: Personal selling is a mass selling method that involves one-to-many communication.

Statement 2: Personal selling allows for immediate feedback and customization of the sales message.

1. Only Statement 1 is correct
2. Only Statement 2 is correct
3. Both Statements 1 and 2 are correct
4. Both Statements 1 and 2 are incorrect

Answer

Only Statement 2 is correct

Reason — Personal selling is a one-to-one selling method (not mass selling), so Statement 1 is wrong. It is a two-way process that allows immediate feedback and tailoring of the sales presentation, so Statement 2 is correct.

A company realizes that its sales team is struggling with customer objections related to the price of their product. Which of the following steps should the company emphasize in their personal selling process to address this issue?

1. Preparation
2. Presentation
3. Convincing
4. Prospecting

Answer

Convincing

Reason — In the Convincing step, the salesperson handles objections raised by the customer. Objections (such as those about price) should be considered as sales opportunities, and the salesperson should understand the causes of objections and try to convince the customer.

In the long term, personal selling is generally more effective than advertising for maintaining customer loyalty and satisfaction.

1. True
2. False

Answer

True

Reason — Personal selling develops a close and lasting relationship between the buyer and the seller, helps in understanding customer needs, removes doubts and provides feedback. These features make it more effective than impersonal advertising in maintaining long-term customer loyalty.

A good salesman should have adequate and up-to-date knowledge about his ............... .

1. Firm
2. Product market
3. Competitors
4. All of these

Answer

All of these

Reason — A knowledgeable salesman should have adequate and up-to-date knowledge about his firm, product market, competitors and customers. Only with such knowledge can he face and convince buyers.

Based on the image provided, which step of the personal selling process is being depicted?

1. Prospecting
2. Approach
3. Presentation
4. Post-sale follow-up

Answer

Presentation

Reason — The image shows a salesperson displaying and describing a product to a customer in a store. This matches the Presentation step, where the salesperson displays and describes the product, demonstrates it and explains its quality, utility and performance.

During a personal selling interaction, a customer raises concerns about the durability of the product. Which selling technique should the salesperson employ to handle this objection?

1. Focus on the product's features
2. Offer a discount to the customer
3. Provide a detailed demonstration and share testimonials
4. Shift focus to a different product

Answer

Provide a detailed demonstration and share testimonials

Reason — Objections should be considered as sales opportunities. Instead of arguing, offering discounts or shifting products, a demonstration showing the product's actual performance along with testimonials of satisfied users best removes doubts about durability and convinces the customer.

Which of the following is/are qualities of a good salesman?

1. Cheerful disposition
2. Sincerity
3. Sensitivity
4. All of these

Answer

All of these

Reason — A good salesman should be cheerful (pleasing manners, smiling face), sincere (loyal, dependable, courageous) and sensitive (good listener, patient, understands customer needs). Hence, all of these are qualities of a good salesman.

............... enables a sales person to understand and persuade customers to do complete job of selling and to collect feedback.

1. Sales promotion
2. Personal selling
3. Forecasting
4. Advertising

Answer

Personal selling

Reason — Personal selling enables understanding of customer needs, persuasion of customers, doing the complete job of selling (advertising can only bring customers in) and collecting feedback to improve marketing efforts.

Advertising is ............... than personal selling.

1. Less costly
2. More costly
3. Equivalent
4. None of these

Answer

Less costly

Reason — Advertising is a mass communication method that reaches a large audience at a relatively low cost per person, whereas personal selling involves one-to-one contact, training and motivating salesmen, which makes it more costly.

Marketing is ............... oriented whereas selling is ............... oriented.

1. Promotion, satisfaction
2. Profit, integration
3. Customer, product
4. None of these

Answer

Customer, product

Reason — Marketing is customer-oriented as its aim is to satisfy the needs of buyers, while selling is product-oriented as its aim is to satisfy the needs of the seller (convert the product into cash).

Sale by description is suitable for:

1. Standardized goods
2. Non-standardized goods
3. Perishable goods
4. Specimen goods

Answer

Standardized goods

Reason — Sale by description is possible only in case of standardised goods because the catalogue or sales letter gives fixed details of size, shape, design and contents that match every unit.

Keen observation, alert mind and ............... are the qualities of a good salesman.

1. Cheerfulness
2. Sharp memory
3. Sincerity
4. Sensitivity

Answer

Sharp memory

Reason — Sound memory — keen observation, alert mind, sharp memory and ability to judge people — together form one of the essential qualities of a successful salesman.

Selling aims at ...............

1. Maximization of customer satisfaction
2. Long term goals
3. Maximization of profit
4. Stability of firm

Answer

Maximization of profit

Reason — Selling focuses on short-term maximisation of profits and on the seller's need to convert his product into cash. Maximisation of customer satisfaction and long-term stability are objectives of marketing, not selling.

............... is selective, flexible and is the skill of persuading people.

1. Personal selling
2. Sales promotion
3. Advertising
4. Publicity

Answer

Personal selling

Reason — Personal selling is selective (contact with limited selected persons), flexible (can be tailored to individual customers) and is essentially the art of persuading people to buy a product or service.

Sales promotion is ............... in nature.

1. Non-recurring
2. Recurring
3. Written form
4. Symbolic

Answer

Non-recurring

Reason — Sales promotion activities (discounts, coupons, free samples, contests, etc.) are short-term, occasional measures used to boost sales for a limited period. They are non-recurring in nature.

The term Caveat emptor means:

1. Let the buyer beware
2. Direct mail
3. Customer is king
4. Let the producer beware

Answer

Let the buyer beware

Reason — Caveat emptor means "let the buyer beware". It is the principle followed in selling, where the buyer is expected to check the goods carefully before buying.

It is one of the methods of selling:

1. Sale on approval
2. Capital sales
3. Sale on instruction
4. Exchange sales

Answer

Sale on approval

Reason — The four recognised methods of selling are — Sale by Inspection, Sale by Description, Sale by Sample and Sale on Approval or Return. The other options are not standard methods of selling.

Which should not be a desirable quality of a good salesman?

1. Cheerful
2. Impatient
3. Sensitive
4. Sincere

Answer

Impatient

Reason — A good salesman should be cheerful, sincere and sensitive (a good listener with patience). Impatience is the opposite of patience and is not a desirable quality.

............... refers to locating and identifying potential buyers to sell the product.

1. Presentation
2. Preparation
3. Prospecting
4. Persuading

Answer

Prospecting

Reason — Prospecting means locating and identifying the potential (prospective) buyers for the product. A list of such customers is prepared with the help of dealers, salespersons, telephone and trade directories.

It begins after the goods are produced:

1. Marketing
2. Research and Development
3. Selling
4. Procurement of Raw Material

Answer

Selling

Reason — Selling begins after the goods are produced because it is concerned with the sale of goods already produced. Marketing, on the contrary, begins before the production cycle in order to identify customers' wants.

With reference to steps in personal selling, which statement is (are) correct?

(1) Prospecting means locating and identifying the potential buyers for sales.

(2) Prospecting means to make face to face contact with buyers.

(3) Prospecting means after meeting buyers, display the product.

(4) Prospecting makes well trained sales force.

1. 2 & 3
2. 1 & 4
3. Only 4
4. Only 1

Answer

Only 1

Reason — Prospecting means locating and identifying potential buyers (Statement 1 — correct). Making face-to-face contact is the Approach step, displaying the product is the Presentation step, and training the sales force is part of the Preparation step. Hence, only Statement 1 is correct.

Caveat vendor means ...............

1. let the buyer beware
2. let the seller beware
3. let the advertiser beware
4. let the market beware

Answer

let the seller beware

Reason — Caveat vendor is the principle followed in marketing — "let the seller beware" — meaning the seller is responsible for ensuring that the goods satisfy the customer's needs. It is opposite to caveat emptor used in selling.

Personal selling is ............... as the salesman can tailor his sales presentation to fit the needs, motives, and behaviour of individual consumers.

1. Art
2. Flexible
3. Mutual benefit
4. Rigid

Answer

Flexible

Reason — Flexibility is a key feature of personal selling — the salesman can tailor (adjust) his sales presentation to fit the needs, motives and behaviour of individual customers and clarify doubts on the spot.

With reference to the 'Cost Plus Pricing', which statement(s) is/are correct?

(1) Selling price of the product must cover full cost.

(2) Selling price must cover full cost and yield a reasonable margin of profit.

(3) Selling price should be high to get more profit.

(4) Selling price should be low, so cost could be covered.

1. 1 & 3 are correct
2. 2 & 3 are correct
3. 1 & 4 are correct
4. Only 2 is correct

Answer

Only 2 is correct

Reason — Under Cost Plus Pricing, the selling price is fixed by adding a reasonable margin of profit to the full cost of the product. Hence, the selling price must cover the full cost AND yield a reasonable profit margin (Statement 2). Merely covering cost (Statement 1) or simply setting a high or low price (Statements 3 and 4) is not the cost-plus principle.

Which method of selling is used to sell foodgrains?

1. Sale by Inspection
2. Sale by Sample
3. Sale by Approval
4. Sale by Description

Answer

Sale by Sample

Reason — In Sale by Sample, a small sample/specimen of the product is checked and a bulk order is placed on its basis. This method is used for commodities such as foodgrains, tea, coffee, pulses, etc.

The process of ............... comes to an end with the delivery of product to the customers.

1. advertising
2. marketing
3. selling
4. public relations

Answer

selling

Reason — Selling comes to an end with the delivery of the product to the customer. Marketing, in contrast, continues even after sale so as to provide after-sale service.

Define sales, and salesmanship.

Answer

Sales — Sales refer to the exchange of goods and services for money. It is a process whereby the seller transfers ownership in goods or services to the buyer for a price.

Salesmanship — Salesmanship (or personal selling) is the process of assisting and persuading a prospective buyer to buy a product or service in a face-to-face situation. It involves winning the buyer's confidence and creating a regular and permanent customer.

Describe any two qualities that a salesman selling LCD Television should possess.

Answer

1. Knowledgeable — A salesman selling an LCD TV must have up-to-date knowledge about technical features such as screen size, resolution, picture quality, sound system, smart features and warranty terms. He should also know about competitors' models and prices so that he can compare and convince the buyer.

2. Sensitive — He must be sensitive to the customer's needs and expectations — for example, the size of the room, the budget of the customer and the customer's purpose (gaming, movies, regular viewing). He should be a patient listener and recommend a model that genuinely suits the customer.

Explain two qualities of a good salesman.

OR

Briefly list two qualities of a good salesman.

Answer

1. Good Physique — A salesman must have sound health, good appearance, cheerful disposition and an impressive voice. He should be neat, clean and properly dressed because his appearance creates the first impression on customers and influences sales.

2. Cheerful — A good salesman must have pleasing manners and a smiling face. He should be sociable, friendly, cooperative, polite and courteous so that customers feel comfortable and welcome.

State the four methods of selling.

Answer

The four methods of selling are:

1. Sale by Inspection — The buyer inspects the goods before deciding to buy them. Suitable for non-standardised or perishable goods.
2. Sale by Description — Goods are sold through descriptions in catalogues, circulars and sales letters. Suitable for standardised goods.
3. Sale by Sample — A sample/specimen is shown to the buyer and a bulk order is placed on its basis. Used for foodgrains, tea, coffee, etc.
4. Sale on Approval or Return — The seller sends the goods to the buyer who, after checking them, may decide to buy them or return them.

Give two features of salesmanship.

Answer

1. Personal — Personal selling involves direct, personal or face-to-face contact between the seller (or his representative) and the buyer. It is one-to-one communication.

2. Flexibility — Personal selling is flexible because the salesman can tailor his sales presentation to fit the needs, motives and behaviour of individual customers and clarify doubts and objections on the spot.

Give one difference between advertising and personal selling.

Answer

Advertising is a mass selling method involving impersonal communication that reaches a large audience but cannot remove the doubts of customers. Personal selling, on the other hand, is a one-to-one selling method that involves face-to-face contact and can remove the doubts of customers immediately.

"Marketing is wide term than selling". Justify.

Answer

Marketing is a wider term than selling because of the following reasons:

1. Scope — Marketing is the total system of business activities — planning, pricing, promoting and distributing products. Selling is only one part of marketing involving persuasion and the flow of products from seller to buyer.
2. Beginning — Marketing begins much before goods are produced (to understand consumer needs), whereas selling begins only after the goods are produced.
3. End — Marketing continues even after the sale to provide after-sale service, while selling ends with the delivery of goods.
4. Orientation — Marketing is customer-oriented (satisfying the needs of buyers); selling is product-oriented (satisfying the needs of the seller).
5. Focus — Marketing focuses on long-term growth and profitability; selling focuses on short-term profit maximisation.

Thus, marketing embraces selling along with many other promotional and distribution activities, making it a much wider term.

Name and explain the method used for selling standardised goods.

Answer

Sale by Description is the method used for selling standardised goods.

Under this method, goods are sold through their descriptions in catalogues, circulars, sales letters or specifications. The description gives details about size, shape, design, contents, brand, etc. of the goods. The buyer places the order on the basis of this description without physically inspecting the goods.

This method saves time and widens the market because customers can buy from anywhere in the world. However, it is possible only in case of standardised goods (such as branded electronics, books, packaged products) where every unit is uniform and matches the printed description.

What is personal selling? Differentiate between personal selling and advertising.

Answer

Personal Selling — Personal selling or salesmanship is the process of assisting and persuading a prospective buyer to buy a product or service in a face-to-face situation. It is the act of persuading people to purchase goods and services that will provide them lasting satisfaction. It involves winning the buyer's confidence and creating a regular and permanent customer.

Difference between Personal Selling and Advertising —

"There has been a shift in traditional selling over time." If yes, explain the changes which have taken place.

Answer

Yes, traditional selling has undergone a major shift over time. The changes that have taken place are as follows:

1. From Product Orientation to Customer Orientation — Earlier, selling concentrated only on disposing of products already produced (product-oriented). Today, the focus has shifted to understanding and satisfying customer needs (customer-oriented).

2. From Short-Term to Long-Term Goals — Traditional selling aimed at short-term profit maximisation through volume of sales. Modern selling emphasises long-term growth, customer loyalty and repeat purchases.

3. From Selling Concept to Marketing Concept — Earlier sellers were concerned only with how to sell what was produced. Today, businesses use the marketing concept — produce only what customers want and use integrated marketing to satisfy them.

4. From One-Way to Two-Way Communication — Earlier the salesman did all the talking. Now, selling is a two-way process where the salesman listens to the customer, takes feedback and customises his presentation.

5. From Caveat Emptor to Caveat Vendor — The old principle was "let the buyer beware". Today, the seller is responsible for the quality and suitability of the product — "let the seller beware".

6. Use of Technology — Telephone, Internet, e-mail, social media and digital tools have replaced or supplemented door-to-door selling and over-the-counter selling.

7. Importance of Post-sale Service — Earlier, the seller's responsibility ended on delivery. Today, post-sale follow-up, after-sale service and customer relationship management have become essential parts of selling.

Explain 'sale by sample' method of selling. Which types of goods are sold using this method?

Answer

Sale by Sample — Under this method, a small sample or specimen of the product is shown to the buyer. If the buyer is satisfied with the sample, he places a bulk order on the basis of the sample. The seller is then bound to supply goods that match the quality of the sample.

Types of goods sold by this method — This method is used in case of bulk or homogeneous commodities such as foodgrains, pulses, tea, coffee, sugar, cotton, wool and other agricultural produce, where the entire lot is identical to the sample.

Why prospecting is considered an important step in personal selling process?

Answer

Prospecting means locating and identifying the potential buyers for sales. It is considered an important step in the personal selling process because of the following reasons:

1. Identifies Potential Buyers — Prospecting helps the salesperson identify persons who actually need the product and have the willingness and ability to buy it.

2. Saves Time and Effort — A list of prospective customers prepared with the help of dealers, telephone and trade directories ensures the salesperson contacts only relevant people, increasing efficiency.

3. Helps in Pre-approach — Prospecting includes collecting information about the age, income, education, family background, tastes and preferences of prospective buyers. This pre-approach information helps tailor the sales presentation later.

4. Increases Sales Conversion Rate — Since the salesperson approaches genuinely interested prospects, the chances of converting an approach into an actual sale are much higher.

5. Foundation of the Selling Process — Prospecting is the base on which all later steps (Approach, Presentation, Convincing, Closing) are built. Weak prospecting leads to weak overall results.

Hence, prospecting acts as the starting point that determines the success of the entire personal selling process.

What qualities would you seek in a person to appoint him or her as a salesperson? Explain.

Answer

While appointing a person as a salesperson, the following qualities should be sought:

1. Good Physique — Sound health, good appearance, neat and clean dressing, cheerful disposition and an impressive voice. The salesperson should be physically and mentally fit for hard work.

2. Cheerful Disposition — Pleasing manners and a smiling face. The person should be sociable, friendly, cooperative, polite and courteous so that customers enjoy interacting with him.

3. Sincerity — He should be loyal, dependable, courageous and committed to his work, with a cool temperament and enthusiasm.

4. Sensitivity — He must be sensitive to the needs and expectations of customers, a good listener and patient while dealing with different types of buyers.

5. Knowledge — Adequate and up-to-date knowledge of the firm, the product, the market, competitors and customers. Only with knowledge can he face and convince buyers.

6. Sound Memory and Judgement — Keen observation, alert mind, sharp memory, ability to judge people, self-confidence, far-sightedness, persuasive skill and initiative are equally important.

What are the qualities of a good salesman? Explain any three in detail.

OR

Explain the five qualities of a good salesman.

Answer

A good salesman should possess the following qualities:

1. Good Physique — A good salesman must have sound health, good appearance and an impressive voice. He should be physically and mentally fit for hard work since selling requires long hours of standing, travelling and meeting people. A neat and clean appearance with proper dressing creates a strong first impression on the customer.

2. Cheerful — Pleasing manners and a smiling face are necessary for a successful salesman. He should be sociable, friendly, cooperative, polite and courteous. A cheerful approach helps put the customer at ease and creates a positive selling environment.

3. Sincere — A good salesman is always loyal and committed to his work. He should be dependable and courageous and possess a cool temperament along with enthusiasm. He should not make false claims or misleading representations to the customer.

4. Sensitive — A successful salesman must be sensitive to the needs and expectations of his customers. He should be a good listener and have patience to understand customer concerns before pitching the product.

5. Knowledgeable — A good salesman should have adequate and up-to-date knowledge about his firm, product, market, competitors and customers. Only with such knowledge can he face buyers, answer their queries and convince them to buy.

6. Sound Memory — Keen observation, an alert mind, sharp memory and the ability to judge people are necessary for a successful salesman. Self-confidence, far-sightedness, persuasive skill and initiative are equally important qualities.

Explain the first five steps in personal selling.

Answer

The first five steps in the personal selling process are:

1. Preparation — A well-trained and motivated sales force is developed first. Salespersons must have knowledge of the firm and its products and services, competitors and their products, customers and selling techniques. They must be fully aware of the quality, uses, prices, etc. of the goods to be sold.

2. Prospecting — Prospecting means locating and identifying potential buyers. A list of prospective customers is prepared with the help of dealers, salespersons, telephone and trade directories. Information about the age, income, education, family background, tastes and preferences of prospective buyers is also collected (this is called pre-approach).

3. Approach — In this step, the salesperson makes face-to-face contact with the prospective buyer. The salesperson should introduce himself, greet the customer and start a conversation so as to create a good first impression.

4. Presentation — The salesperson now displays and describes the product. He should tactfully demonstrate the product, explain its quality, utility and performance, and show how the product meets the needs of the customer, thereby arousing the customer's interest.

5. Convincing — At this stage, the salesperson handles the objections raised by the customer. Objections should be considered as sales opportunities. Instead of arguing or losing temper, the salesperson should understand the causes of objections and try to convince the customer.

Explain any two methods of selling.

OR

What do you mean by the term sales? Explain any two methods of selling.

Answer

Sales — Sales refer to the exchange of goods and services for money. It is a process whereby the seller transfers ownership in goods or services to the buyer for a price.

Two methods of selling —

1. Sale by Inspection — In this method, the buyer or his representative physically inspects the goods before deciding to buy them. Selling by inspection is necessary when the goods are not standardised or are of perishable nature, e.g., fruits, vegetables, fish, second-hand goods. Although it ensures that the buyer is satisfied with what he buys, it is a time-consuming method.

2. Sale by Sample — Under this method, a sample or specimen of the product is shown to the buyer. After checking the sample, the buyer places a bulk order on its basis. The seller is bound to supply goods of the same quality as the sample. This method is used in case of foodgrains, tea, coffee, pulses, cotton, etc., where checking the entire bulk is not feasible.

What do you mean by personal selling? Explain any three features of selling.

OR

What qualities are required to be a good salesman? (Explain any five)

Answer

Personal Selling — Personal selling or salesmanship is the process of assisting and persuading a prospective buyer to buy a product or service in a face-to-face situation. It involves winning the buyer's confidence and creating a regular and permanent customer.

Three Features of Personal Selling —

1. Personal — Personal selling involves direct, personal or face-to-face contact between the seller (or his representative) and the buyer.

2. Oral — Personal selling makes use of spoken words or oral messages. The salesman explains and persuades through speech rather than in writing.

3. Flexibility — Personal selling is flexible as the salesman can tailor the sales presentation to fit the needs, motives and behaviour of individual customers. He can clarify the doubts and objections raised by customers on the spot.

OR — Five Qualities of a Good Salesman —

1. Good Physique — Sound health, good appearance, cheerful disposition, impressive voice and proper dressing.
2. Cheerful — Pleasing manners, smiling face, sociable, friendly, polite and courteous.
3. Sincere — Loyal, dependable, committed, courageous, with a cool temperament.
4. Sensitive — Sensitive to customer needs, a good listener and patient.
5. Knowledgeable — Up-to-date knowledge of firm, product, market, competitors and customers.

Salesmanship consists of winning the buyer's confidence for seller's goods and thereby winning a regular and permanent customer. With reference to this, describe the qualities of a good salesman.

Answer

To win the buyer's confidence and convert him into a regular and permanent customer, a salesman must possess the following qualities:

1. Good Physique — Sound health, good appearance, neat and clean dressing, cheerful disposition and an impressive voice make a strong first impression and inspire confidence in the buyer.

2. Cheerful — A pleasing manner and a smiling face create a friendly atmosphere. Politeness and courtesy make the customer feel valued, encouraging him to return.

3. Sincere — Loyalty, dependability and honesty in dealings build trust. A sincere salesman never makes false claims, which is essential for retaining customers.

4. Sensitive — Sensitivity to customer needs, patience and good listening skills allow the salesman to understand the buyer's expectations and recommend the most suitable product. This builds long-term goodwill.

5. Knowledgeable — Adequate and up-to-date knowledge of the firm, products, market, competitors and customers helps the salesman answer all queries confidently and remove doubts of the customer.

6. Sound Memory — Keen observation, alert mind, sharp memory and ability to judge people help the salesman remember customers' preferences and personalise future interactions, which builds permanent relationships.

Explain any five features of Personal selling.

Answer

The five features of personal selling are:

1. Personal — Personal selling involves direct, personal or face-to-face contact between the seller (or his representative) and the buyer.

2. Selective — It involves contact with a limited number of selected persons.

3. Oral — Personal selling makes use of spoken words or oral messages. It is not done in writing.

4. Long Lasting Relationship — The purpose of personal selling is not just to make sales but to win a permanent customer. It seeks to develop a close and lasting relationship between the buyer and the seller.

5. Flexibility — Personal selling is flexible as the salesman can tailor his sales presentation to fit the needs, motives and behaviour of individual customers. He can clarify doubts and objections raised by customers on the spot.

6. Mutual Benefit — Personal selling is a two-way process. It results in benefits to both the buyer (satisfaction of needs) and the seller (higher sales and profits).