hello this video is a overview of the personal selling all right the personal selling is has become popular in 1960 okay how it work was that is part of the commercial and trade and what they want at a time was to increase the uh income want to get more money put it that way and want to increase the income how add benefit to some s of trade or add value to some type of our products all right so we the more value we have the more money we can sell for okay so the more expensive of product will be or it could be in term of trade it could be in term of Inc reduce the cost all right so we trade something so we can reduce the cost so that's depend on how we look at it all right more detail we'll be giv in in the upcoming uh you know minutes all right so back to the 1960 when the trade start is actually start with the uh door to door because there's no internet at the time so people go knock door to door so in 1960 is the is a period of door to door or knocking of face Toof face type of selling you still can see that noway in the car dealer so you can see that the uh the car dealer you know knocked the door to not not the car dealer knock the door but we have to go you know to talk to the car de face to face and that type of thing and then from 1990 you can see that the internet is becoming more popular the internet become more popular then we starting to have you know online selling you can see from eBay eBay started to pop up we started to have uh you know Amazon and some other type of thing gum tree some other type of Internet so people in 1990 uh children teenager at the time starting to sell the product online okay through the internet all right and when it's moved to the period of 2010 which is not too long ago that uh internet um behavior is become normal and popular among every student you know everybody so everybody most of the people serve on the internet there are more people sell product on the Internet now there some people even sell their product through Facebook Okay Facebook is a social media or some people even sell through their phone we have more of the mobile phone platform okay people sell products through mobile device mobile platform and that type of thing and uh so that is oh I forgot to change the next page I'm so sorry about that as you can see here the 1960 1990 and 2010 all right so I hope you did not miss anything out um moving on is the uh this thing we call Char characteristic of selling okay there are six in total the characteristic of selling all right the first one and the most important one is the uh customer retention why is that because customer retention is mean ongoing sale okay and is the res show that the research in the telecommunication as well as banking industry showing that more than up to 80% of the sale as as the profit of the company they receive from the current consumer so the return consumer so that's why you always see that um 6 months or four months before you finish your contract with HRA or Opus there will be someone calling you and trying to persuade you to continue with them you know so that's how they're going to receive more uh money so customer retention first second is called database and knowledge so what is is that mean is you is mean the community should keep up to the technology you know should learn new technology should link your sale task to the technology okay basically use some type of software or system to enhance the sale technique or sale system okay so um in model six they we will spend most of the time in Moto 6 talk about technology that will support sale Team all right so that is Moto 6 um uh the third characteristic is the consumer retention sorry not consumer retention the consumer relationship management or CRM all right so basically create long-term relationship create win-win situation make customer happy because when they happy they will buy more they buy more meaning we get more money we get more money mean we get more incentive we get more restive it mean the sale will become very happy and then work much harder could you believe it but yes now four is the marketing the product marketing in product is mean sell work as a seller present our product try to persuade people as as well as a customer to buy the product from us you could look in term of new product development as well the market uh the product but it's more of the sale presentation okay next one fifth is problem solving problem solving as a seller we need to be able to act as a consultant okay identify problem and find solution for example let's say if you work at JB high five the very first few step that you walk into the store someone we come and approach you Hi how are you do you need any help at all what are you looking after or how can it help you so basically if they they will try to identify what do you need okay and why do you need to buy for example if you need to buy a new laptop they will ask you uh are you what are you after a new you need to buy a new laptop and then they we ask you why um not why but what do you need this laptop for is it for work for personal or is it travel or is it desktop so they try to findy you know try to understand what do you need so they can offer you uh the most suitable solution for you and for them for them is like you know maximum price and that type of thing maximum price and value and that type of thing but anyhow in short is a problem solving identify the issue and give the solution to the customer or our client all right six adding value so apart from ability to identify the needs that the custumer want we need to be able to increase the value or add the value into our product or our service offering what is the meaning of value by the way uh it's break into bigly five section first one is functional value emotional value functional value is mean to call product you know what the product can do this clicker can click and then shoot the laser that is the the functional emotion is mean the emotion how would you feel happy satisfaction feel love and that type of thing that those are the emotion we will have a CH chance to talk about this in the later section too uh social social could be something like how other people would perceive you if you use this product if you wear this shirt what people going to think about me so how people going to think about me or can we spend time associated with other people for example if you buy a barbecue you can spend time with other people so that is a you know social and then we have conditional value is mean like you know tomorrow is a father day suddenly something become more um something relating to that or men become more valuable or next week is is the Valentine's Day Rose become more expensive because the conditional value of it or the surprise value something unique something new so price value could be like new product uh inovative product it could be like a new version of Something limited edition like Lou Vuitton come up with some limited edition back you know so it become more value uh in term of adding value we could think of reducing cost as well cost could be the price could be the effort could be the times could be the convenient that associated with the consumer so we're trying to reduce the effort and time so they feel like the consumer feel like they have more value when they're buying our product all right if you're are moving on to the next one which is a sale the type of selling okay there are a number of um sale unit here that you could see so the first one if you look from the the right hand side you will see the first one is called autog Auto basically the objective of all the C is to persuade persuade customer to make a purchase this break into two group of people first one is a Frontline sale people and second one is a Sal support people the Frontline customer basically the Frontline sale people um you know depend to the dep depend to the service depend to the product and Company but in general the first group of Frontline people is new business sale people what does that mean it means someone that that job is to find new consumer could be tele marketers you know like trying to find new consumer trying to find someone who will purchase our brand okay or our product next one is called organizational sale people what does that mean this mean these people might be um like a type of researcher or something who try to identify customer or opportunity okay so once they identify they then tell the new uh business seller team to contact these people all right then we have consumer sale people consumer sale people are those people who close the deal okay let's think of um tesra or insurance for example when someone call you those will be the new business seller and once before you make the purchase they might transfer to like a miner or something to repeat the you know to make sure that you are on the right track and those are called consumer sale people now in some cases all of these are served by one stop or one sale people that's could be that too and next type of all the CER is the sales support people the sales support people really is just those people who make your life as a consumer easier so it could be someone who offer you to install the product or in some some cases could be like offer to do training for example um last month Griffith just bought uh 400 news printer so they offer like a training course for all staff you know that could make some people life easier and merchandise is like could be like a building department or some other type like that like you know um get your product together and create the build and send it out or make make some something related to merchandise okay then we have the second type of uh selling function which is order Creator what is the meaning of order Creator order Creator are those people who are not selling product to you directly basically they will although they not sell the product to you directly they will be indirect directly sell the product to you by recommendation or thereby persuade persuade the customer to buy the product from their friends or from their Alliance it could be doctor or could be house agent where they uh recommend their patient to go to a particular place to you know to see a particular doctor or to buy a particular brand of cream or something like that or house agent and to go to the you know their Alliance and the type thing to they get more percentage would you say then the last type of the selling function is the order getter sorry order taker order taker are those who respond to the already committed consumer or the current consumer for example you already made a purchase these are like after sale service or Those Who deliver the product to you okay so first group of order taker is inside order taker so these people are those who receiving the payment from you then passing your goods passing the goods over to you know the next department or something like that right let's just think of asource it's such a big online company once you make the payment someone will go around their warehouse and then pick the product into the bag and then send it to the next Department all right which is sent to the deliver Department if the company is big enough though so the deliver sale people technically what they do is just like the name deliver the product to the customer all right in some cases inside order taker and deliver sale person could be the same one okay next one we call outside aut taker what does that mean is mean they visit the customer and then ask question if they need any help or if they have any question could be like an after sale service or it could be like a service hotline when the customer have any question ask this person then you know it's really like kind of like the after sales service now moving on so when we move on uh to the overall definition of the personal selling so really salesmanship uh the definition of the sale the definition of this the definition of the personal selling is mean the art of the persuasion which motivate or Mo or motivate or persuade the customer to buy a product which will provide the customer with some type of benefit okay and some people might argue that the personal selling is actually a method of communication not just person ation but just a communication all right now uh apart from the definition some people some researcher also saying that being a seller is actually quite a challenging type of job why because seller had to interact with many type of people different type of people different type of target market different type of objective and the seller they have to adopt and adapt their selling approach accordingly for example different people right different consumer might be uh in a different time zone time zone like you sell sell product to something you know over say you might need to stay up very late just to make sure that your time zone is match the time is match with your client or the culture different or the mindset different or the age different or could be the income of the consumer different we need to take a different approach okay um moving on to the next section by the way if you have any question nor only if it face to face say do you have any question but since you not face to face uh I would say if you have any question let me know in the workshop or you can send me an email all right there's no no harm in this at all um top 10 successful Factor what do we have here so some of the some of the skills that uh the research by Journal of business research showing that the very first skill that is very important for seller is the listening skill some seller might talk a lot so they have to close their mouth a bit and listen to the consumer listen to the problem then identify the issue because some consumer sorry some seller talk too much so they not listen to what the consumer need so they might miss the opportunity to identify the problem to suggest a solution uh second skill is follow up follow up with issue after Sal service next one is adapt adapt to sales style because different consumer right so we need to adapt for is stick to the objective this is exactly why we need to do sale debate because you as a seller or a buyer you need to stick with your objective uh objective or task you know let's say if you have your objective is that to buy 1,000 unit with with uh $100,000 you need to stick with these numbers otherwise you won't get your bonus okay or boss not happy with you next one is the communication skill as a seller we need to present well talk well be able to motivate people and persuade people as well then ability ability to come over the objection number eight there will be someone who said no to you there will be someone who say no we're not going to go ahead with this deal you need to be able to live with it put it this way you know it's part of the sale because if you're going to negotiate sellers should negotiate especially in B2B if you're going to negotiate for a better price for a better deal there are chance that you will get rejected and this is normal okay and apart from ability to ability to uh not gu you to not get not get used to objection but live with the objection objection you need to have the skill like the closing skill closing skill is mean ability to negotiate and close the sale basically make the sale you know make someone purchase your product lastly time management skill stick with your timeline if you have a particular Target in quarter one you should meet it in quarter one if I have to finish this lecture within 10 minutes I should finish it in 10 minutes so should not go over than that so time management skill all right lastly uh for the overall of the sale personal selling we have the key challenge in the personal sell so what are some of the key challenges so the first one is the repositioning and manage change as I mentioned earlier that uh when the time change situation change as a seller we need to be able to cope with the change cope with the new technology adopt to the new technology when the a new technology come we need to be able to identify and learn which one will be the most benefit to our workplace which one will be the uh the one that will be benefit for us to link our our technology to our client or link our product to our client now the next one is to build trust with the consumer especially in B2B we need to be able to build trust with our key client with our key account we need to be able to build trust how to build trust that is up to you we're going to learn that in next model all right model I think is model three or two can't remember but basically according to our research trust the higher the Trust In Bank uh in banking industry as well as telecommunication industry trust linked to more sale more sale link to more profit more profit link to more bonus more bonus link to happy seller happy seller link to happy consumer happy consumer is mean they buy more or trust more and it's become like a circle like this all right and apart from build trust is next one is how to keep the value how to keep creating and deliver value to consumer how so that is another challenge that we have because if we identify or develop a new product that we creating a new type of value but if some other company or our our community already copied the product then we lose that particular surprise or unique value so how we going to deliver a better value in that case so this is the challenging that we might have as a seller and this is a conclusion of the overview of the sale and personal selling uh see you again in the next video which is the overview of sale management