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19
Managing Personal
Communications
1
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-2
What is Direct Marketing?
Direct marketing is the use of consumer-
direct channels to reach and deliver goods
and services to customers without using
market middlemen.
Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 19-3
Direct Marketing Channels
Direct mail
Catalogs
Telemarketing
Other direct response
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-4
Constructing a Direct-Mail Campaign
 Establish objectives
 Select target prospects
 Develop offer elements
 Test elements
 Execute
 Measure success
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-5
Components of the Mailing
 Outside envelope
 Sales letter
 Circular
 Reply form
 Reply envelope
Catalogs
 How many catalogs did you get in the mail
yesterday?
 How many catalog websites do you visit when
shopping online?
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-6
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-7
Types of Telemarketing
 Telesales
 Telecoverage
 Teleprospecting
 Customer service and technical support
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-8
Other Media for Direct Response
 Television
 Radio
 Kiosks
 Newspapers
 Magazines
 Internet
Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 19-9
Public Issues in Direct Marketing
Irritation
Unfairness
Deception/fraud
Invasion of privacy
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-10
Interactive Marketing
 Tailored messages possible
 Easy to track responsiveness
 Contextual ad placement possible
 Search engine advertising possible
 Subject to click fraud
 Consumers develop selective attention
Figure 19.1 Average Time Spent
per Day with Select Media
for US Consumers
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-11
Platforms of Social Media
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-12
Online Communities and Forums
Blogs
Social Networks
Motrin Learns the
Power of Social Media
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-13
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-14
How to Start Buzz
 Identify influential individuals and companies
and devote extra effort to them
 Supply key people with product samples
 Work through community influentials
 Develop word-of-mouth referral channels to
build business
 Provide compelling information that
customers want to pass along
Creating a Viral Opportunity
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-15
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-16
Figure 19.3 Designing
a Sales Force
Sales Force Objectives
Sales Force Strategy
Sales Force Structure
Sales Force Size
Sales Force Compensation
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-17
Sales Tasks
 Prospecting
 Targeting
 Communicating
 Selling
 Servicing
 Information gathering
 Allocating
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-18
Workload Approach to Determining
Sales Force Size
 Customers are grouped into size classes
 Desirable call frequencies are established
 Number of accounts in each size class
multiplied by call frequency
 Average number of calls possible per year
established
 Number of reps equal to total annual calls
required divided by number possible
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-19
Figure 19.5 Managing the
Sales Force
Recruiting
Selecting
Training
Supervising
Motivating
Evaluating
Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-20
Steps in Effective Selling
1. Prospecting/qualifying
2. Preapproach
3. Approach
4. Presentation
5. Overcoming objections
6. Closing
7. Follow up

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Kotler_MM_14e_19_ippt.ppt

  • 2. Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-2 What is Direct Marketing? Direct marketing is the use of consumer- direct channels to reach and deliver goods and services to customers without using market middlemen.
  • 3. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 19-3 Direct Marketing Channels Direct mail Catalogs Telemarketing Other direct response
  • 4. Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-4 Constructing a Direct-Mail Campaign  Establish objectives  Select target prospects  Develop offer elements  Test elements  Execute  Measure success
  • 5. Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-5 Components of the Mailing  Outside envelope  Sales letter  Circular  Reply form  Reply envelope
  • 6. Catalogs  How many catalogs did you get in the mail yesterday?  How many catalog websites do you visit when shopping online? Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-6
  • 7. Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-7 Types of Telemarketing  Telesales  Telecoverage  Teleprospecting  Customer service and technical support
  • 8. Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-8 Other Media for Direct Response  Television  Radio  Kiosks  Newspapers  Magazines  Internet
  • 9. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 19-9 Public Issues in Direct Marketing Irritation Unfairness Deception/fraud Invasion of privacy
  • 10. Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-10 Interactive Marketing  Tailored messages possible  Easy to track responsiveness  Contextual ad placement possible  Search engine advertising possible  Subject to click fraud  Consumers develop selective attention
  • 11. Figure 19.1 Average Time Spent per Day with Select Media for US Consumers Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-11
  • 12. Platforms of Social Media Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-12 Online Communities and Forums Blogs Social Networks
  • 13. Motrin Learns the Power of Social Media Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-13
  • 14. Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-14 How to Start Buzz  Identify influential individuals and companies and devote extra effort to them  Supply key people with product samples  Work through community influentials  Develop word-of-mouth referral channels to build business  Provide compelling information that customers want to pass along
  • 15. Creating a Viral Opportunity Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-15
  • 16. Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-16 Figure 19.3 Designing a Sales Force Sales Force Objectives Sales Force Strategy Sales Force Structure Sales Force Size Sales Force Compensation
  • 17. Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-17 Sales Tasks  Prospecting  Targeting  Communicating  Selling  Servicing  Information gathering  Allocating
  • 18. Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-18 Workload Approach to Determining Sales Force Size  Customers are grouped into size classes  Desirable call frequencies are established  Number of accounts in each size class multiplied by call frequency  Average number of calls possible per year established  Number of reps equal to total annual calls required divided by number possible
  • 19. Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-19 Figure 19.5 Managing the Sales Force Recruiting Selecting Training Supervising Motivating Evaluating
  • 20. Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 19-20 Steps in Effective Selling 1. Prospecting/qualifying 2. Preapproach 3. Approach 4. Presentation 5. Overcoming objections 6. Closing 7. Follow up