Reference no: EM132916163

Scenario

• You are one of the founders of a family-run business that offers bookkeeping for small businesses in your tri-state area. Your business has been level for many years, and you have a strong, healthy relationship with your clients. Many of your clients have been with you for over 10 years, and your new clients almost exclusively have come from word-of-mouth promotion from current, satisfied customers.
• You want to expand the services you offer to include payroll and accounting beyond bookkeeping. You have heard from your current clients that they need assistance with those two services for their business to grow, but you have been hesitant until this last year. In the last 18 months, you have a family member that has passed the CPA exam and remains a vital employee. She has expressed interest in being more involved and leading the payroll and accounting business, but she is not very well-versed in sales.
• Your sales staff has historically been the family, plus the bookkeeping staff. Your main job at the company has been in customer relations and hiring. There are 4 family members working full-time (including the new CPA), as well as 3 bookkeepers. You have 27 business that you consider your main customers, and you have about 2-3 new customers every year or two. There is also a natural attrition of about that same amount every couple of years as well.

Question 1: Distinguish between traditional, personal, and strategic selling.

Question 2: Create a strategic sales plan.

Question 3: Apply customer service skills before, during, and after a sale.

Question 4: Describe the key functions of managing a salesforce.

Question 5: Apply management strategies to a business-to-business (B2B) salesforce.

Question 6: Select appropriate software platforms for sales management and customer relationship management (CRM).