销售管理案例
4.1
Question 1: What are the implications for Donna Armstrong and Steve Tremaine if the draft plan is implemented?
（1）When the draft was implemented, Donna Armstrong and Steve Tremaine will get new accounts from Dave. But, both Donna and Steve quest ioned the idea of assigning half of Dave’ accounts to Franklin. The decision brought them psychological pressure and the pressure of competition.
（2）They worry about that Franklin lack of experience and can not manage large group of accounts and loss them.
（3）After one year, sales territories will be redesigned, the future development is uncertainty. Maybe Franklin gain work experience after one year and his ability or competitiveness is growth. That lead some of Dave’s former accounts were got by Franklin, then their sales performance was not well. At last, their commission were not fixed or reduced.
Question 2: What are the implications for OTC's customers if the draft plan is implemented?
(1). Improve the energy of the firm with the new idea.
(2). Decrease the efficiency when in the handing over process.
(3). The attention to the Regular consumers and the New consumers.
(4). Decrease the loyalty of consumers
中文版：如果这个初步计划得以实施，对OTC 的顾客意味着什么？
（1）. 新的想法的注入，增加公司活力。Franklin 的优势在于年轻，有着前卫的思想。这会给公司带来新的活力并且也带给两个老员工新的竞争力。对于顾客来说，有些顾客可能会持有固守的思想，而思想先进的顾客会更喜欢公司的改变，与时俱进的公司才能更加长久。 而人事的变动也会使公司丧失一些信任。
（2）. 交接工作时的效率降低。交接工作时顾客会对新的销售人员产生不信赖感，造成客户的流失和销售额的减少。Dave 的客户一半转交给Steven 和Donna 平分，其余的客户分配给Franklin 。Steven 和Donna 对此提出质疑，同样的客户也会提出相同的质疑。交接工作时会产生客户数据的丢失并且会新的销售人员会对客户不熟悉，造成顾客的满意度降低。
（3）. 对新老顾客重视程度。在销售范围重新设计一年后，现有的客户的佣金比例会减少，而过去一年新开发的客户的佣金将会有较高的佣金比例。新顾客会更受到销售人员的重视，老顾客将会被忽视，而且随着时间的增长，3个销售人员将无法负荷增加的客户群，对于顾客来说这样的人员配备降低了工作的效率和对公司的信任以致引起老顾客的流失。
4. 顾客忠诚度降低。顾客不能对短时间工作的Franklin 产生很快的信任。而维系与顾客之间的联系恰恰需要的就是提升顾客的信任才能使顾客忠诚度提升。顾客可能会与OTC 公司无法良好的合作，对公司失去信心。
Question 3: What are the pros and cons of Mason's draft plan?
From the aspect of the sales staff
Disadvantages ：1. Customer allocation method unsuitable
2. Influence team interpersonal relationship
Advantages ：1. Keep the sales staff work enthusiasm
2. Motivate sales staff to expand new customers
From the aspect of the company
Disadvantages ：1. The old staff ability is limited
2. Sales staff have limited in total selling effort
Advantages ：1. Balance both opportunity and workload
2. Young people may bring new ideas to the company
Question 4: What changes and additions would you make to the draft plan?
A. About the ratio of customer allocation
B. Maintenance of old customers and development of new customers
C. Worries of Steve and Donna
D. About the sales staff’s salary
中文版：如何改进方案：
1、关于客户分配比例问题：
由于富兰克林是刚刚毕业的学生，没有工作经验，还在不断的学习与实践之中，我们认为不应该给他分配过多客户。就像史蒂文所说，他应该从小的客户群开始做起，他应该在不断的实践中开发自己的新客户，建立自己坚实的客户关系，从而将自己的业务不断的发展扩大，这样他也能在这个过程中更快的学习与成长。因此初步计划中关于客户分配的方案需要改进，应充分听取史蒂文与唐纳的意见，毕竟他俩是公司的老销售人员，关于史蒂文销售业绩停滞不前的事情也应与史蒂文好好谈谈，然后综合考虑来确定分配客户的比例，那么史蒂芬和唐纳也不至于有意见，这样不会打击他俩的工作积极性，更有利于销售团队的管理。
2、关于史蒂文与唐纳的担心：
其实从三个方面来讲富兰克林是不会争夺史蒂文和唐纳的客户的，首先富兰克林有自己从大卫那分得的一部分客户，也有自己不断开发的新客户，他的精力也是有限的，他没有必要再去争夺他俩的客户；其次从客户关系的角度来讲，最好的客户关系维护就是应该尽量不换销售人员，接受别的销售人员的客户也不是很好处理关系；再有就是从公司整体的发展来讲，富兰克林总有一天会担任公司的总裁，那么他应该有更多的时间去考虑公司整体的发展问题，而不是整天做销售。但是史蒂文与唐纳既然提出了质疑，为了稳定员工情绪或者说为了安抚员工应该给他们一个合理的解释，将以上三方面的因素讲给他们听，答应他们富兰克林不会争夺他们的客户，让他们能够放心，从而继续踏实努力的工作。
3、关于销售人员的薪酬问题：
销售人员的薪酬应该制定一个清晰的标准，实行绩效薪酬是最科学的，而不仅仅是说根据销售额提取佣金，比如有根据工作年限制定的底薪，有根据销售额的提成，又有不同岗位的将金等等。这样能够更加提高销售人员的工作积极性与对公司的责任感，有利于销售团队的管理，同时有利于公司的发展。
6.1
Question 1: Assess the sales training processes used by Clara Halter. What would you do differently if you were she? (That is, how could the process is improved?)
Training Processes assessing and improving
◆The framework of Clara's training processes is reasonable.
◆The training method is effective.
◆We have different voices.
cost of training processes
training location
time spent on training
Our advice: Chose the location of the training in the Middle East, near the company, and will extend the time of training for five days to a week.
1. The investigation before the training
2. Tracking and evaluation
Question 2：
Do you think this program will improve sales? Explain.
Answers ：
Through the sales skills training, help to solve the sales people's following problems.
1. Ineffective listening and questioning
2. Failure to build rapport and trust
3. Poor job of prospecting for new accounts
4. Lack of preplanning of sales calls
5. Reluctance to make cold calls (without an appointment)
6. Lack of sales strategies for different accounts.
7. Failure to match call frequency with account potential
8. Spending too much time with old customers
9. Over controlling the sales call
10. Failure to respond to customers' needs with related benefits
11. Giving benefits before clarifying customers' needs
12. Ineffective handling of negative attitudes
13. Failure to effectively confirm the sale
So it must be admitted that the plan is reasonable. Therefore we think will increase sales volume.
The plan will boost sales.
1.Increase customer knowledge training, help and build customer relationship and trust.In Arab countries we also need to be aware of cultural differences:
①Don’t use your left hand to hold, offer or receive materials because Arabs use their left hands to touch toilet paper. If you must use your left hand to write, apologize for doing so.
②When first meeting someone, avoid giving a gift as it might be interpreted as a bribe.
In the Middle East don't ask, "How’s the family?"— it is considered too personal. Also, don't show the bottom of your foot.
2. Targeted training method.
Emphasized by commercial games and simulations, case studies and role playing of behavior study method, this method of training for sales staff experience about the consequences of their actions, the emphasis is to determine the behavior of the ideal or correct the wrong behavior, that is, through the training group role playing, helpful to the sales staff to correct errors behavior already exist, or continue to adhere to the correct and effective sales behavior.
Question3: Do you think this program will improve sales? Explain.
Sales Staff will think the program useful.
Because Solutions Software ,Inc in this industry have a lot of competition ，in such situations, salespeople are often overworked, and there comes a point when working harder to improve results is not realistic. Such circumstances call for "working smarter not harder”. In a word, TTM let salespeople how to use the time and effort to maximize efficiency, and can also reduce pressure on sales.
Role playing, without the risk of a poor performance in the presence of a real customer. It is most effective when promptly critiqued with emphasis on the positive points of the performance as well as suggestions for improvement. A good way to maximize the benefits of the critique is to have the person who has played the role of the salesperson offer opinions first and then solicit opinions from observers.
Finally, holding a two-day training seminar in sunny Orlando, Florida, Not only can enhance their learning effects, and alleviate the work pressure of appropriately, so that they can have better energy in work.
7.2
Question 1: How would you characterize Rock’s management style? How would you assess his sales management performance thus far?
Autocratic management style is one where the manager makes decisions unilaterally, and without much regard for subordinates. As a result, decisions will reflect the opinions and personality of the manager, which in turn can project an image of a confident, well managed business. On the other hand, strong and competent subordinates may chafe because of limits on decision-making freedom, the organization will get limited initiatives from those "on the front
你怎样评价他的销售管理表现。
1 罗克对计划的态度是他做计划，然后让他人实施。
我认为一个好的销售经理不能一意孤行，而是要听取销售人员的建议再做出好的计划。这样，不仅可以完善计划，而且有利于计划的完成。罗克作为新任的销售经理，更要多听取大家的意见，完善自己的管理方式。
1 Rocco's attitude is to plan:he make a decision, and then let the others to implement.
I think a good sales manager can't take his own course, instead to listening to the advice of sales staff to make a good plan. In this way, not only can perfect plan, but also can advantageous to the plan . Rocco as a new sales manager, must listen to the views of the people , improve their own management style.
2 罗克对员工不信任，喜欢仔细检查销售人员，确保销售人员正在做他们应该做的事情。 我认为罗克要建立明确的目标，激励销售人员不仅要有效的完成目标，而且有效地监督自己。把经理对员工的监督变成成员工的自我监督。逐一地检查意味着要花大量的时间，同时也意味着经理对员工的不信任，而抽查能起到很好的监督的作用。
2 Rocco mistrust of workers, like check sales personnel, to ensure the sales people are doing things that they should do.
I think Rocco must to establish clear goals, motivating sales staff complete the target effectively, and self supervision effectively. The manager to supervise the employees become into employee self monitoring. One by one to check means to spend a lot of time, it also means the manager mistrust of the employees, and the selective examination have good supervisory function.
3 罗克喜欢直接指出销售人员的不足，员工得不到应有的尊重。
作为一名销售经理，罗克对员工的态度不能像对待军人一样。要让员工觉得自己受到应有的尊重。此外经理不仅要指出员工的不足，还要激励员工，并帮助他们发挥出自己的潜力，并不是一味的批评与指责。
3 Rocco like points out the shortage of sales staff directly, the staff can not get the respect .
As a sales manager, Rocco’s attitude to employees cannot be treated like a soldier. To make employees feel the respect they deserved. In addition the manager should not only points out the shortage of staff, also motivate employees, and help them to develop their potential, not blindly and criticism.
Question2: What suggestions can you provide to Rock regarding coaching?
1、对训练的正确认知
训练的本质是对有关发展销售人员的技能、态度或行为的特有事件的发生提供可能密切的指导和反馈。比如销售经理要定期与销售人员一起工作一次，然后销售经理为销售人员提供一个指导建议，同时要销售人员提出积极地反馈。而罗克对他销售人员的训练更像是老师对学生的批评，没有互动，只有他挑销售人员的错误，这让他的销售人员很反感。因此我们建议罗克首先改变他自己对于训练的认识，改变训练的模式。
2、如何做有效的训练
有效的训练是建立在销售经理与销售人员互相信任和尊敬的环境中的，而罗克在训练中没有对销售人员的尊重，更没有建立互相的信任。毕竟罗克是新上任的领导，他应该显示出诚信、可靠、精明，尊敬和信任他的销售人员，听取销售人员的需求，从而也赢得销售人员对他的尊敬和信任。而且罗克也要做一个好的角色模范，从而增加销售人员对他的信服，这样销售人员才会更加愿意听取他的建议。
3、对训练的具体建议
1）用“我们”代替“你们”，不要这样告诉销售人员“你们下次应该这样做”，而应该说，“下一次访问，我们试一试这样做。”
2）一次只提出一个或两个问题，必须解决的问题赋予优先权，先处理最重要的问题。
3）不要在训练过程中批评销售人员，通过给予他们怎样做的建议来使他们进步，反复告诉他们你喜欢他们什么样的表现。
4）提出问题，最大限度的使销售人员积极参与到训练中。
5）将训练与正式的销售训练协调起来，训练有价值但他不能代替正式的销售培训；通过定期的培训来提高技能，然后用训练强化。
6）鼓励销售人员不断成长和进步，使用团队形式或一对一的形式来评价进步并加速成功。
Question 3: What would you recommend Rock do differently?
一个总的大点 Establish and maintain good relationship with subordinates, show personality glamour, and promote the influence of referent power
小点
1. Listen to your sales team’s wants, needs, and dreams.
2. Align the sales team with the firm’s corporate culture.
3. Meet key customers and industry leaders.
4. Make appearances at image-enhancing events.
5. Use one-on-one meeting to motivate salespeople.
6. Secure support of upper management for sales management problems and activities.
7. Develop an information management system to minimize the flow of irrelevant information.
9.1
Question1: What analyses should Kate perform with this data? Perform these analyses
Sales analysis:
Sales growth= (sales-sales last year)/sales last year
Effectiveness index= sales/sales quato*100
Cost analysis
Budget sales=sales last year*(1+2%) budget cost=budget sales*10%
Return on assets managed analysis:
Asset turnover=Sales / Total asset managed
Sales
ROAM=profit contribution percentage*asset turnover rate
Productivity analysis:
Question2:What problems can you identify from your analyses?
Question3: What solutions do you recommend to solve these problems and improve results in the future?
The answer:
1. Sales analysis
Adjust the sales quota of district 5
Scrutinize the selling cost and the asset turnover of district 4
The relatively movement of market share in district 1 (1% up ) and district 4 (1% down)
2. Cost analysis
From the information sheet, hardly can we get the particular and specified budgeted components, such as budgeted compensation costs, budgeted travel and budgeted administrative costs of particular district I. From the percentage of sales, there existed a substantial variance between the actual percentage costs of sales and budgeted in district 2 and district 3, especially for district 3, who should increase the actual cost in accordance with the anticipate number.
3. Return on asset managed analysis
By reducing the inventory stock and accounts receivable of district 4, the assets turnover can be increased.
Add more staff to district 4, because Sales of per person in district 4 is overburden than other districts.
9.2
Questions 1: how could Rich use benchmarking to address Alica's concerns?
Answer:
• Benchmarking is an ongoing measurement and analysis process that compares an
organization's current operating practices with the best practices used by world-class organization.
• Xerox will be the benchmarked firm.
• Multiple criterions will be used to measure the performance.
Questions 2: Outline a benchmarking study that could be used to help make Induplicate's salesforce more effective
Purpose: improve process to improve performance
• 1.identify the processes to be benchmarked and whom to benchmark
• 2.collect data on the benchmarked firm
• 3.analyze gaps and communicate
• 4.establish goals and implement plans
Question3: What else can be done to ensure that Induplicate's salesforce is performing effectively? Methods like performance evaluation; elastic organization; management by objectives and customer orientation shall be implanted to ensure effectiveness of such salesforce.
10.1
Question1: 如何评价sally 的feedback, 你有什么建议?
1. 原文1:存在的问题1：除了以上三方，还应该加上自我评价，和直接主管的评价。才更加全面，贴合360度。（此处可加个360评价体系的图）
2. 原文1:
Each questionnaire contained the following questions:
存在的问题2：问卷中的问题设置很不好：信息不全(题目少，题设不详细) ；开放式问题（衡量标准不统一且不好统计数据）；没有区分（针对不同的评价人应该由不同的题目，如顾客，同事）。介绍几个问卷题目设置的方法。
Question2:如何评价sally 的360考核法, 有什么建议?
1.
原文1: Sally would have each salesperson give a questionnaire to a customer, a team member, and a 存在的问题1：问卷由销售人员发出，应该完全绕开被评价的这个销售人员，应该由Sally 直接发放。分发人的选择。让信息提供者积极参与，而非被动接受。
2.
原文2: The questionnaire was returned to the salesperson who would submit it to Sally for review. 存在的问题2：问卷由销售人员收回，应该完全绕开被评价的这个销售人员。应该直接由Sally 收回。
3.
原文3: If Sally saw something she did not like in the feedback, she would discuss it with the 存在的问题3：“不喜欢的”，太过主观，非常笼统，评价回收的信息应该使用一个客观科学且同一的统计处理数据的方法，而非凭借个人感官。
问题五：找被评价者谈。应该在把所有信息都综合处理完之后，而不是只是看到不好的就告诉被评价者。好的信息也要反馈给被评价者，奖惩分明。
Question3: 为确保她的销售人员在她认为重要的方面努力提高绩效可以做哪些?
绩效不高的潜在原因有可能是销售额或其它定额不合理, 客户覆盖不佳, 销售访问太少 解决: 重新确定销售额或其它定额, 重新分配销售力量, 提供更密切的监督, 扩大销售队伍规模 具体的给销售人员制定销售计划
根据不同的销售人员制定不同的计划, 要符合他们的工作力, 可以增加销售人员的培训课程, 增强他们的销售技巧, 采用激励机制, 一句销售人员的表现给予他们奖励, 提高他们的销售热情
销售管理案例
4.1
Question 1: What are the implications for Donna Armstrong and Steve Tremaine if the draft plan is implemented?
（1）When the draft was implemented, Donna Armstrong and Steve Tremaine will get new accounts from Dave. But, both Donna and Steve quest ioned the idea of assigning half of Dave’ accounts to Franklin. The decision brought them psychological pressure and the pressure of competition.
（2）They worry about that Franklin lack of experience and can not manage large group of accounts and loss them.
（3）After one year, sales territories will be redesigned, the future development is uncertainty. Maybe Franklin gain work experience after one year and his ability or competitiveness is growth. That lead some of Dave’s former accounts were got by Franklin, then their sales performance was not well. At last, their commission were not fixed or reduced.
Question 2: What are the implications for OTC's customers if the draft plan is implemented?
(1). Improve the energy of the firm with the new idea.
(2). Decrease the efficiency when in the handing over process.
(3). The attention to the Regular consumers and the New consumers.
(4). Decrease the loyalty of consumers
中文版：如果这个初步计划得以实施，对OTC 的顾客意味着什么？
（1）. 新的想法的注入，增加公司活力。Franklin 的优势在于年轻，有着前卫的思想。这会给公司带来新的活力并且也带给两个老员工新的竞争力。对于顾客来说，有些顾客可能会持有固守的思想，而思想先进的顾客会更喜欢公司的改变，与时俱进的公司才能更加长久。 而人事的变动也会使公司丧失一些信任。
（2）. 交接工作时的效率降低。交接工作时顾客会对新的销售人员产生不信赖感，造成客户的流失和销售额的减少。Dave 的客户一半转交给Steven 和Donna 平分，其余的客户分配给Franklin 。Steven 和Donna 对此提出质疑，同样的客户也会提出相同的质疑。交接工作时会产生客户数据的丢失并且会新的销售人员会对客户不熟悉，造成顾客的满意度降低。
（3）. 对新老顾客重视程度。在销售范围重新设计一年后，现有的客户的佣金比例会减少，而过去一年新开发的客户的佣金将会有较高的佣金比例。新顾客会更受到销售人员的重视，老顾客将会被忽视，而且随着时间的增长，3个销售人员将无法负荷增加的客户群，对于顾客来说这样的人员配备降低了工作的效率和对公司的信任以致引起老顾客的流失。
4. 顾客忠诚度降低。顾客不能对短时间工作的Franklin 产生很快的信任。而维系与顾客之间的联系恰恰需要的就是提升顾客的信任才能使顾客忠诚度提升。顾客可能会与OTC 公司无法良好的合作，对公司失去信心。
Question 3: What are the pros and cons of Mason's draft plan?
From the aspect of the sales staff
Disadvantages ：1. Customer allocation method unsuitable
2. Influence team interpersonal relationship
Advantages ：1. Keep the sales staff work enthusiasm
2. Motivate sales staff to expand new customers
From the aspect of the company
Disadvantages ：1. The old staff ability is limited
2. Sales staff have limited in total selling effort
Advantages ：1. Balance both opportunity and workload
2. Young people may bring new ideas to the company
Question 4: What changes and additions would you make to the draft plan?
A. About the ratio of customer allocation
B. Maintenance of old customers and development of new customers
C. Worries of Steve and Donna
D. About the sales staff’s salary
中文版：如何改进方案：
1、关于客户分配比例问题：
由于富兰克林是刚刚毕业的学生，没有工作经验，还在不断的学习与实践之中，我们认为不应该给他分配过多客户。就像史蒂文所说，他应该从小的客户群开始做起，他应该在不断的实践中开发自己的新客户，建立自己坚实的客户关系，从而将自己的业务不断的发展扩大，这样他也能在这个过程中更快的学习与成长。因此初步计划中关于客户分配的方案需要改进，应充分听取史蒂文与唐纳的意见，毕竟他俩是公司的老销售人员，关于史蒂文销售业绩停滞不前的事情也应与史蒂文好好谈谈，然后综合考虑来确定分配客户的比例，那么史蒂芬和唐纳也不至于有意见，这样不会打击他俩的工作积极性，更有利于销售团队的管理。
2、关于史蒂文与唐纳的担心：
其实从三个方面来讲富兰克林是不会争夺史蒂文和唐纳的客户的，首先富兰克林有自己从大卫那分得的一部分客户，也有自己不断开发的新客户，他的精力也是有限的，他没有必要再去争夺他俩的客户；其次从客户关系的角度来讲，最好的客户关系维护就是应该尽量不换销售人员，接受别的销售人员的客户也不是很好处理关系；再有就是从公司整体的发展来讲，富兰克林总有一天会担任公司的总裁，那么他应该有更多的时间去考虑公司整体的发展问题，而不是整天做销售。但是史蒂文与唐纳既然提出了质疑，为了稳定员工情绪或者说为了安抚员工应该给他们一个合理的解释，将以上三方面的因素讲给他们听，答应他们富兰克林不会争夺他们的客户，让他们能够放心，从而继续踏实努力的工作。
3、关于销售人员的薪酬问题：
销售人员的薪酬应该制定一个清晰的标准，实行绩效薪酬是最科学的，而不仅仅是说根据销售额提取佣金，比如有根据工作年限制定的底薪，有根据销售额的提成，又有不同岗位的将金等等。这样能够更加提高销售人员的工作积极性与对公司的责任感，有利于销售团队的管理，同时有利于公司的发展。
6.1
Question 1: Assess the sales training processes used by Clara Halter. What would you do differently if you were she? (That is, how could the process is improved?)
Training Processes assessing and improving
◆The framework of Clara's training processes is reasonable.
◆The training method is effective.
◆We have different voices.
cost of training processes
training location
time spent on training
Our advice: Chose the location of the training in the Middle East, near the company, and will extend the time of training for five days to a week.
1. The investigation before the training
2. Tracking and evaluation
Question 2：
Do you think this program will improve sales? Explain.
Answers ：
Through the sales skills training, help to solve the sales people's following problems.
1. Ineffective listening and questioning
2. Failure to build rapport and trust
3. Poor job of prospecting for new accounts
4. Lack of preplanning of sales calls
5. Reluctance to make cold calls (without an appointment)
6. Lack of sales strategies for different accounts.
7. Failure to match call frequency with account potential
8. Spending too much time with old customers
9. Over controlling the sales call
10. Failure to respond to customers' needs with related benefits
11. Giving benefits before clarifying customers' needs
12. Ineffective handling of negative attitudes
13. Failure to effectively confirm the sale
So it must be admitted that the plan is reasonable. Therefore we think will increase sales volume.
The plan will boost sales.
1.Increase customer knowledge training, help and build customer relationship and trust.In Arab countries we also need to be aware of cultural differences:
①Don’t use your left hand to hold, offer or receive materials because Arabs use their left hands to touch toilet paper. If you must use your left hand to write, apologize for doing so.
②When first meeting someone, avoid giving a gift as it might be interpreted as a bribe.
In the Middle East don't ask, "How’s the family?"— it is considered too personal. Also, don't show the bottom of your foot.
2. Targeted training method.
Emphasized by commercial games and simulations, case studies and role playing of behavior study method, this method of training for sales staff experience about the consequences of their actions, the emphasis is to determine the behavior of the ideal or correct the wrong behavior, that is, through the training group role playing, helpful to the sales staff to correct errors behavior already exist, or continue to adhere to the correct and effective sales behavior.
Question3: Do you think this program will improve sales? Explain.
Sales Staff will think the program useful.
Because Solutions Software ,Inc in this industry have a lot of competition ，in such situations, salespeople are often overworked, and there comes a point when working harder to improve results is not realistic. Such circumstances call for "working smarter not harder”. In a word, TTM let salespeople how to use the time and effort to maximize efficiency, and can also reduce pressure on sales.
Role playing, without the risk of a poor performance in the presence of a real customer. It is most effective when promptly critiqued with emphasis on the positive points of the performance as well as suggestions for improvement. A good way to maximize the benefits of the critique is to have the person who has played the role of the salesperson offer opinions first and then solicit opinions from observers.
Finally, holding a two-day training seminar in sunny Orlando, Florida, Not only can enhance their learning effects, and alleviate the work pressure of appropriately, so that they can have better energy in work.
7.2
Question 1: How would you characterize Rock’s management style? How would you assess his sales management performance thus far?
Autocratic management style is one where the manager makes decisions unilaterally, and without much regard for subordinates. As a result, decisions will reflect the opinions and personality of the manager, which in turn can project an image of a confident, well managed business. On the other hand, strong and competent subordinates may chafe because of limits on decision-making freedom, the organization will get limited initiatives from those "on the front
你怎样评价他的销售管理表现。
1 罗克对计划的态度是他做计划，然后让他人实施。
我认为一个好的销售经理不能一意孤行，而是要听取销售人员的建议再做出好的计划。这样，不仅可以完善计划，而且有利于计划的完成。罗克作为新任的销售经理，更要多听取大家的意见，完善自己的管理方式。
1 Rocco's attitude is to plan:he make a decision, and then let the others to implement.
I think a good sales manager can't take his own course, instead to listening to the advice of sales staff to make a good plan. In this way, not only can perfect plan, but also can advantageous to the plan . Rocco as a new sales manager, must listen to the views of the people , improve their own management style.
2 罗克对员工不信任，喜欢仔细检查销售人员，确保销售人员正在做他们应该做的事情。 我认为罗克要建立明确的目标，激励销售人员不仅要有效的完成目标，而且有效地监督自己。把经理对员工的监督变成成员工的自我监督。逐一地检查意味着要花大量的时间，同时也意味着经理对员工的不信任，而抽查能起到很好的监督的作用。
2 Rocco mistrust of workers, like check sales personnel, to ensure the sales people are doing things that they should do.
I think Rocco must to establish clear goals, motivating sales staff complete the target effectively, and self supervision effectively. The manager to supervise the employees become into employee self monitoring. One by one to check means to spend a lot of time, it also means the manager mistrust of the employees, and the selective examination have good supervisory function.
3 罗克喜欢直接指出销售人员的不足，员工得不到应有的尊重。
作为一名销售经理，罗克对员工的态度不能像对待军人一样。要让员工觉得自己受到应有的尊重。此外经理不仅要指出员工的不足，还要激励员工，并帮助他们发挥出自己的潜力，并不是一味的批评与指责。
3 Rocco like points out the shortage of sales staff directly, the staff can not get the respect .
As a sales manager, Rocco’s attitude to employees cannot be treated like a soldier. To make employees feel the respect they deserved. In addition the manager should not only points out the shortage of staff, also motivate employees, and help them to develop their potential, not blindly and criticism.
Question2: What suggestions can you provide to Rock regarding coaching?
1、对训练的正确认知
训练的本质是对有关发展销售人员的技能、态度或行为的特有事件的发生提供可能密切的指导和反馈。比如销售经理要定期与销售人员一起工作一次，然后销售经理为销售人员提供一个指导建议，同时要销售人员提出积极地反馈。而罗克对他销售人员的训练更像是老师对学生的批评，没有互动，只有他挑销售人员的错误，这让他的销售人员很反感。因此我们建议罗克首先改变他自己对于训练的认识，改变训练的模式。
2、如何做有效的训练
有效的训练是建立在销售经理与销售人员互相信任和尊敬的环境中的，而罗克在训练中没有对销售人员的尊重，更没有建立互相的信任。毕竟罗克是新上任的领导，他应该显示出诚信、可靠、精明，尊敬和信任他的销售人员，听取销售人员的需求，从而也赢得销售人员对他的尊敬和信任。而且罗克也要做一个好的角色模范，从而增加销售人员对他的信服，这样销售人员才会更加愿意听取他的建议。
3、对训练的具体建议
1）用“我们”代替“你们”，不要这样告诉销售人员“你们下次应该这样做”，而应该说，“下一次访问，我们试一试这样做。”
2）一次只提出一个或两个问题，必须解决的问题赋予优先权，先处理最重要的问题。
3）不要在训练过程中批评销售人员，通过给予他们怎样做的建议来使他们进步，反复告诉他们你喜欢他们什么样的表现。
4）提出问题，最大限度的使销售人员积极参与到训练中。
5）将训练与正式的销售训练协调起来，训练有价值但他不能代替正式的销售培训；通过定期的培训来提高技能，然后用训练强化。
6）鼓励销售人员不断成长和进步，使用团队形式或一对一的形式来评价进步并加速成功。
Question 3: What would you recommend Rock do differently?
一个总的大点 Establish and maintain good relationship with subordinates, show personality glamour, and promote the influence of referent power
小点
1. Listen to your sales team’s wants, needs, and dreams.
2. Align the sales team with the firm’s corporate culture.
3. Meet key customers and industry leaders.
4. Make appearances at image-enhancing events.
5. Use one-on-one meeting to motivate salespeople.
6. Secure support of upper management for sales management problems and activities.
7. Develop an information management system to minimize the flow of irrelevant information.
9.1
Question1: What analyses should Kate perform with this data? Perform these analyses
Sales analysis:
Sales growth= (sales-sales last year)/sales last year
Effectiveness index= sales/sales quato*100
Cost analysis
Budget sales=sales last year*(1+2%) budget cost=budget sales*10%
Return on assets managed analysis:
Asset turnover=Sales / Total asset managed
Sales
ROAM=profit contribution percentage*asset turnover rate
Productivity analysis:
Question2:What problems can you identify from your analyses?
Question3: What solutions do you recommend to solve these problems and improve results in the future?
The answer:
1. Sales analysis
Adjust the sales quota of district 5
Scrutinize the selling cost and the asset turnover of district 4
The relatively movement of market share in district 1 (1% up ) and district 4 (1% down)
2. Cost analysis
From the information sheet, hardly can we get the particular and specified budgeted components, such as budgeted compensation costs, budgeted travel and budgeted administrative costs of particular district I. From the percentage of sales, there existed a substantial variance between the actual percentage costs of sales and budgeted in district 2 and district 3, especially for district 3, who should increase the actual cost in accordance with the anticipate number.
3. Return on asset managed analysis
By reducing the inventory stock and accounts receivable of district 4, the assets turnover can be increased.
Add more staff to district 4, because Sales of per person in district 4 is overburden than other districts.
9.2
Questions 1: how could Rich use benchmarking to address Alica's concerns?
Answer:
• Benchmarking is an ongoing measurement and analysis process that compares an
organization's current operating practices with the best practices used by world-class organization.
• Xerox will be the benchmarked firm.
• Multiple criterions will be used to measure the performance.
Questions 2: Outline a benchmarking study that could be used to help make Induplicate's salesforce more effective
Purpose: improve process to improve performance
• 1.identify the processes to be benchmarked and whom to benchmark
• 2.collect data on the benchmarked firm
• 3.analyze gaps and communicate
• 4.establish goals and implement plans
Question3: What else can be done to ensure that Induplicate's salesforce is performing effectively? Methods like performance evaluation; elastic organization; management by objectives and customer orientation shall be implanted to ensure effectiveness of such salesforce.
10.1
Question1: 如何评价sally 的feedback, 你有什么建议?
1. 原文1:存在的问题1：除了以上三方，还应该加上自我评价，和直接主管的评价。才更加全面，贴合360度。（此处可加个360评价体系的图）
2. 原文1:
Each questionnaire contained the following questions:
存在的问题2：问卷中的问题设置很不好：信息不全(题目少，题设不详细) ；开放式问题（衡量标准不统一且不好统计数据）；没有区分（针对不同的评价人应该由不同的题目，如顾客，同事）。介绍几个问卷题目设置的方法。
Question2:如何评价sally 的360考核法, 有什么建议?
1.
原文1: Sally would have each salesperson give a questionnaire to a customer, a team member, and a 存在的问题1：问卷由销售人员发出，应该完全绕开被评价的这个销售人员，应该由Sally 直接发放。分发人的选择。让信息提供者积极参与，而非被动接受。
2.
原文2: The questionnaire was returned to the salesperson who would submit it to Sally for review. 存在的问题2：问卷由销售人员收回，应该完全绕开被评价的这个销售人员。应该直接由Sally 收回。
3.
原文3: If Sally saw something she did not like in the feedback, she would discuss it with the 存在的问题3：“不喜欢的”，太过主观，非常笼统，评价回收的信息应该使用一个客观科学且同一的统计处理数据的方法，而非凭借个人感官。
问题五：找被评价者谈。应该在把所有信息都综合处理完之后，而不是只是看到不好的就告诉被评价者。好的信息也要反馈给被评价者，奖惩分明。
Question3: 为确保她的销售人员在她认为重要的方面努力提高绩效可以做哪些?
绩效不高的潜在原因有可能是销售额或其它定额不合理, 客户覆盖不佳, 销售访问太少 解决: 重新确定销售额或其它定额, 重新分配销售力量, 提供更密切的监督, 扩大销售队伍规模 具体的给销售人员制定销售计划
根据不同的销售人员制定不同的计划, 要符合他们的工作力, 可以增加销售人员的培训课程, 增强他们的销售技巧, 采用激励机制, 一句销售人员的表现给予他们奖励, 提高他们的销售热情