QUESTION 1 (30 MARKS) Johan has been a salesperson at a medium-sized textbook publishing house for five years. He has just been promoted as a sales manager of a new territory. As a sales manager, he is tasked with hiring and training three new salespeople for his team. a. Suggest the topics that Johan should cover when training the new salesperson regarding ethics in dealing with the employers. (15 marks) b. With his power as a sales manager, elaborate on how Johan can manage sales ethics. (15 marks) QUESTION 2 (40 MARKS) James is a top salesperson at Perodua. Meanwhile, Chong is a prospect looking for the best car for his family of five. a. Suggest the most suitable territorial space that James can use when approaching Chong. (1 mark) b. Examine major communication elements involved between James and Chong. (24 marks) c. James is having difficulties in explaining suitable car for Chong. Investigate barriers to communication that might exist and suggest how James can solve the problems. (15 marks) CONFIDENTIAL/2 FBA/PMD2303/NOV21 QUESTION 3 (30 MARKS) Anjali is a salesforce employed by Coway, who is preparing to do a sales presentation to customers. The sales presentation is to promote the latest product of Coway - The New 'Coway Kecil' which is a slim, 7-inch design with 1 Touch Water Extraction. a. Anjali's primary goal is to sell 'Coway Kecil' to the customers. Examine the purpose of her sales presentation. (15 marks) b. Considering this situation, demonstrate the sales presentation mix that Anjali can apply. (15 marks)

Question one:

1. topics to be covered when training new sales persons regarding ethics when dealing with employers:
   • ethical conduct both in and out of office
   • customer privacy and data protection
   • common ethical dilemmas in the office
   • using green standards in the workplace
   • positive customer relations
   • regulatory and compliance training
   •  dressing code in the  organization
   • use of universal moral values such as trustworthy, respect, responsible, fair, caring and good citizens.
2. how to manage sales ethics:
   • encouraging open communication around goals and expectations of the organization
   • hiring the right salespeople with ethical qualities
   • Developing a code of conduct for ethical selling in the company
   • developing cold calling scripts and cold email templates for the company
   • Running regular training sessions in seminars or workshops to reinforce the company's standards of conduct and address possible ethical dilemmas.
   • conducting employees performance appraisals by visibly rewarding ethical acts and punishing unethical ones
   • being a role model and visible as it is the senior management that sets tone for ethics in the workplace

Question two:

1. suitable territorial space:
2. major communication elements involved:
   • personalized communication where salesperson introduces themselves, address the customer by name and in an authentic tone of how they might be of service to them to show their willingness to help customers.
   • usage of positive language with a touch of empathy so as to appease and satisfy customers.
   • use of consistent brand vocabulary in service interactions for faster, and more efficient service.
   • clear and concise communication combined with personalized approach with efficient services that save customers time and frustrations while winning their loyalty.
   • extension of thorough answers to technical questions asked by customer that makes them feel at ease when the situation is technical and explanations of terms in manner they can understand.
   • relevance in communication whereby the salesperson exchange relevant information according to the needs or the matters at hand.
   • a salesperson's response to customers need is extended in a manner that is free of fluff and can move the needle and make the customer buy the brand.
   • avoidance in the use of negative phrases that may not only frustrate the customer but also lose confidence in the brand.
3. barriers to communication and how to solve the problem:
   • use of jargons, overcomplicated or unfamiliar terminologies that the customer is unable to understand or not familiar with.
   • lack of attention, interest or distractions to the customers such as attending to frequent phone calls other than been keen on what is extend to them by the salesperson.
   • there might be physical impairments such as hearing problems or speech difficulties by the customer therefore affecting reception of information about product or brand in purchase.
   • expectations or prejudices which led to false assumption or stereotyping as people tend to hear what they expect to hear other than what is actually said to them by the immediate salesperson about a brand.
   • talking too much by the salesperson during an in-person call that irritates the customer inhibiting them to ask questions.
     • how to solve the problem:
       1. listening fully to the sales objection by taking your time to listen before responding, not reacting defensively and with the intent of fully understanding the buyer's concerns without bias and anticipation.
       2. giving proper response after confidently uncovering all objections and resolving the issue right away if possible.
       3. use of simple language that can be understood  by occasionally pausing and asking questions to ensure the message is clear and easily understood by customers.
       4. taking care of their body language, tone and the content of the message
       5. not interrupting when a customer tries to put his point or message across to signify their willingness to listen.
       6. responding to objections promptly and effectively

Question three:

1. purpose of a sales presentation:
   • to present her product or service in a professional manner
   • to demonstrate the most relevant options that provide value
   • to address the client's requirements, needs, wants or desires
   • to make her prospect customers switch from her competitor
   • to keep and make her prospect customers stay
   • to pay attention to the new era by persuading her prospects to want your new kind or approach to solution
   • to help her take a concrete action and focus on how the market works and not why they are the best suppliers.
2. demonstrating the sales presentation mix to apply:
   • persuasive communication to be able to convince customers to adopt your point of view for them to support your proposal.
   • use of visual aids that bring interest to the presentation and capture the buyer's attention and engage them effectively.
   • applying drama techniques to bring life to your presentation in some dramatic fashion.
   • use of short and concise demonstration by dramatically proving a point you are making in your presentation.
   • getting or involvement of buyers in her presentation to increase their engagement and interest.
   • Having proof of claims in several forms such as testimonials, guarantees, company research, outside research and customers' own past experience to convince customers by telling the truth.