Certificate of Sales Management

Unit 1 – Build Client Relationships and Business Network

• Initiate communication with clients
• Preferred client communication styles
• Establish rapport with client
• Non-verbal communication
• Verbal communication
• Investigate opportunities
• Positive and negative feedback
• Two-way communication
• Barriers to effective communication
• Communication processes
• Business writing
• Client relationship strategies
• Client loyalty objectives
• New clients versus repeat business
• Strategic view
• Define the objectives
• Client profile information
• Profiling
• Loyalty strategies
• Accurate product descriptions
• Complaint resolutions
• Stock and deliveries
• Telephone answering times
• Indicators
• Maintain customer relationships
• Ongoing client feedback
• Assessments and questionnaires
• Interviews
• Focus groups
• Feedback forms
• Problems with feedback
• Effective data
• Using feedback data
• Build and maintain networks
• Maintain business contacts
• Business associations
• Professional development activities
• Establish network support for business
• Channels to exchange information
• Written correspondence

Unit 2 – Identify and Plan Sales Prospects

• Prospecting methods
• Qualify methods
• Evaluate strengths and limitations
• The selling process
• Warm and cold markets
• Prospecting activities
• Pull prospecting
• Prospecting methods
• Prospect lists
• Current and previous customers
• Cold calling
• Target markets
• Stage of life
• Product life span
• Early adopters
• Qualifying leads and criteria
• Buyer motives
• Budgets
• Buyer accessibility
• Product affordability
• Return for the seller
• Legal compliance
• Responsibilities
• Prospect information
• Recording systems
• Systems and processing
• The human element
• Legislation
• Effectiveness of system
• Customer relationship management systems (CRMS)
• Monitoring and evaluation
• Individualised sales plans
• Sales goals and quotas
• SMART goals
• Goal setting levels
• Consultation structures
• Leader boards
• Customer contact
• Plan individualised sales plan
• Healthy and safety
• Evaluation and adjustment
• Celebrating achievements
• Paperwork and reports
• Routine reports
• Sales orders
• Facilitate record keeping
• Workloads
• Effective routines
• Unanticipated events and activities
• Reaction planning
• Swallowing frogs
• Time analysis
• Prioritising steps
• Non-productive sales activities
• Managing interruptions
• Saying ‘no’
• Defrag your diary
• Manage down-time
• Weekly review and planning (WRAP)
• Delegating tasks
• Dealing with stress

Unit 3 – Develop a Sales Plan

• Organisational strategic direction
• Strategic planning documents
• Meeting your market
• Strategic direction
• Mission strategic plans
• Review successful approaches
• Forecasting
• Buying patterns
• Products
• Consumer attributes
• Competitor analysis
• Recorded data
• Establish performance targets
• Valid and reliable data
• Value chain analysis
• Best practice
• Benchmarking
• Develop a sales plan
• Targeting the market
• Identify risks
• Develop risk controls
• Risk management planning
• Documentation and analysis
• Advertising/promotion campaign
• Product strategies
• Budget applications
• Vertical marketing
• Sales plans
• Budgets
• Identify support requirements
• Formal training
• Coaching
• Product knowledge
• Monitor sales plan
• Pricing strategy
• Evaluations
• Up selling and cross selling

Unit 4 – Present, Secure and Support Sales Solutions

• Prepare for sales presentation
• Products, ideas and services
• Involvement and response
• Checklists
• Product information
• Direct and indirect information sources
• Features and benefits
• Legislative requirements
• Fair trading
• Sales tactics
• Preparation
• Sales solutions
• Passive selling
• The presentation
• Options and alternatives
• Customer questions
• Promote the enterprise
• Present sales solution
• Body language
• Listening skills
• Buyer, needs, preferences
• Buyer motives and objections
• Make notes
• Questioning
• Key points for a great sales presentation
• Persuasive communication techniques
• Key features
• Product features and benefits
• Feature / benefit comparisons
• SPACED benefits
• Translating features into benefits
• Rational and emotional benefits
• Build buyer understanding
• Respond to buyer signals
• Non-verbal buying signals
• Buyer resistance
• Strengths and limitations
• Source of objection/resistance
• Using probing questions
• Buyer resistance strategy
• The boomerang approach
• Closing the sale
• Techniques for closing
• Negotiate and finalise sale
• Selecting closing strategy
• Closing techniques
• Summarise benefits
• Specific terms
• Existing customers
• Addressing concerns
• Conditions of agreement
• Financing arrangements
• Providing credit
• Store cards
• Complete sales documents
• Quotations
• Internal requisitions
• Sales receipts
• Cross-selling
• Up-selling
• Support post-sale activities
• Buyer post-sale
• After-sales support
• Aspects of selling
• Product manuals
• Packaging and product labels
• Technical support
• Information for customers
• Feedback solicitation
• Product satisfaction
• Five feedback flaws
• Service problems
• Client loyalty strategies
• Facilitate ongoing contact
• Customer reward programs
• Additional sales benefits

Unit 5 – Drive Sales Results

• Review current operations
• Factors impacting sales
• Get to know the competition
• Technology
• Social factor
• Review organisation sales strategy
• Current sales targets
• Factors that impact sales
• Review successful approaches
• Poor leadership
• Existing customer feedback
• Questionnaires and surveys
• Focus groups
• Monitor social media
• Review websites
• Plans to drive sales
• Subjective data
• Mission / values
• Strategic plans
• Develop a plan to drive sales
• Identify potential customers
• Retain and develop repeat business
• Retail benefits
• Stakeholder input
• Plan to grow sales
• Cross-selling and upselling
• Implement sales plan
• Monitor sales plan
• Communicate plan
• Resources to drive sales
• Promotion strategy
• Advertising
• Product strategies
• Resources
• Planned sales activities
• Support sales teams
• Targets and adjustments
• Market share
• Pricing strategy
• Setting new targets

Unit 6 – Lead and Manage a Sales Team

• Sales operations objectives
• Best practice and benchmarking
• Competition
• Planning process
• Sales
• Sales team
• Recruitment, selection and induction
• Training
• Compensation methods
• Territories, targets and standards
• Directing sales teams
• Encouragement and motivation
• Coaching and mentoring
• Modelling client-focused tactics
• Resources
• Budgets
• Sales training programs
• Monitor sales performance
• Sales management
• Sales reports
• Analysing data
• Customer needs
• Cross-selling
• Closing
• Ethical and social conduct
• Relationships and stakeholders
• Green marketing
• Evaluation Systems
• Market share
• Pricing strategy
• Constructive feedback
• Adjusting plans