Sales & Distribution Management

2018-2020

Lecture 03_04
Body Language Contd..
Sales Management Principles
Sales Accounting Quiz: Performance

45 out of 78
Passed
Body Language

“The body and the brain rarely agree to say the

same thing".

• Verbal: 7%
• Vocal: 38%
Words
38% 55% How you Speak
Body Language

• Visual: 55%
7%
 Body Language

The Cavemen
Negotiation
Power of Voice: Vocal

When audience was asked: “ What grabs your attention

with Billy Mays?”

“I hate to say it – loud noise and that voice!!

It’s obnoxious, but when I hear his voice , I go

“ It’s him again.. but, I’ve just gotta have the product !!”
Popular Products Pitched By Billy Mays ~ 50
Product Description
Awesome Auger A gardening tool.
Big City Slider Station A mini-burger cooker.
DC Snowboards New snowboards with great durability.
The Ding King A dent repairing device.
DualSaw A circular saw with two blades.
Engrave-it A tool to engrave your name on any metal surface.
ESPN360 A broadband service.
EZ Bundler A strapping tool that bundles objects together.
EZ Crunch Bowl "A new way to eat breakfast cereal".
Flies Away A fly trap.
Gator Blades Precision heavy duty windshield wiper blades.
Gopher A tool for grabbing out-of-reach objects.
Grabit A tool that removes screws easily.
Grater Plater A ceramic plate with grater teeth.
Green Now! Lawn fertilizer in a can.
Grip Wrench A tool to help gripping.
Handy Switch A wireless electric switch.
Hercules Hook A hook for hanging objects on a wall.
iCan health insurance Health insurance.
Managers & NVC
• All managers express warmth, enthusiasm and confidence ………
• ………..as well as arrogance, indifference and displeasure
• Through their
• Postures
• Hand gestures
• Facial Expression
• And use of Space
First Impression
 Adjust your attitude
• People pick up your attitude instantly

• Before you meet your team or for an interview or a sales call.

“ Adjust your attitude”

• So, make a conscious choice about your attitude

Friendly, Happy, Receptive, Patient, Approachable, Welcoming,
Helpful, Curious ( not nosey)
vs.
Anxious, Angry, Impatient, Bored, Arrogant, Afraid, Depressed,
Suspicious
First Impression
Check your Posture
Body Language : Eyebrows & Eyes
• The Eye contact: Important
• The upper, middle & lower triangle.
• Rubbing the eyes, looking away.
• Eye Roll
• Eyebrows: extra raise, alternate raise etc.
• Pupils dilate and we notice it subconsciously.
Pupils: Windows to the Soul
Pupils: Humans too..
 Body Language:Mouth
• Mouth and the smile
Smile is infectious. Mouth conveys happiness, grief, anger etc. so easily.

• Hand Over Mouth , nose rubbing gestures

Body Language: Cheek & Chin

Genuine interest is shown when the hand is

on the cheek, not used as a head support.

Chin Stroking Gestures

Body Language: Ear & Neck

Ear Rub : Trying to block the words by putting

the hand around or over the ear.
Variations of the ear rub gesture include rubbing
the back of the ear, the finger drill, pulling at the
earlobe etc.

The Neck Scratch - This gesture is a signal of

doubt or uncertainty and is characteristic of
the person who says, "I'm not sure I agree."
 Body Language

The Collar Pull/Adjustments - when a

person is feeling angry or frustrated or
covering up. Ask him to repeat something
and watch his emotions pour out!!

Fingers-in-mouth gesture is an outward

manifestation of an inner need for
reassurance.
Body Language: Perils of Face touching

• Face touching often Misunderstood

Keep your hands away from your face while talking to your clients or
talking anything serious. – news readers etc.

• Watch for any gestures made towards the face.

• Alan Hirsch, director of the Smell & Taste Treatment and Research Foundation in
Chicago, and Charles Wolf, a psychiatry student from the University of Illinois College
of Medicine, reviewed Clinton's Aug. 17 videotaped deposition, in which he denied
having an affair with Lewinsky.
They found, Clinton touched his nose 26 times per minute during
answers later revealed to be untruthful, compared to not touching his
nose during truthful segments.
Hand Gestures

Gesture processing and speech takes place in areas of the brain such
as Broca's and Wernicke's areas and it helps in movements required to
produce speech and sign language.
 Hand Gestures: Universal

Choctaw Indian dit-dit-dit-dah

1830s Morse ..._ “V”
A no-no in Greece, Iran Old Kinderhook-
Beethoven’s Fifth or ‘V’ symphony.
Martin Van Buren.
 Body Language: Shoulder

The shoulder shrug is also a good example

of a universal gesture that is used to show
that a person does not know or
understand what you are talking about.
 Hand Gestures

• Directions
• Size
• Height
• Shape etc.
Hand Gestures

• Controlling
• Elaborating
Hand Gestures
Regulators
Body Language: Palm
Body Language: Shaking Hands
Body Language : Hand Hold
 Space
Our need for it…….
 Body Language
Space : Zone Distances
Intimate Personal
Space Space

1.5ft
45cm 4Ft
1.2M

12Ft
3.7M
25Ft
We notice this more when we are in an elevator, crowed bus ... 7.6M
Elevator Behaviour
What is a Sale?
 What is a Sale*?
• It is a contract by which the ownership of movable goods is transferred from the seller to the
buyer. The term ‘contract of sale’ is defined in Section 4(1) of the Sale of Goods Act as-

“A contract of sale of goods is a contract whereby the seller transfers or agrees to

transfer the property in goods to the buyer for a price”

• The contract of sale may be made in writing or by word of mouth, or partly in writing and
partly by word of mouth or may be implied from the conduct of the parties.

• A verbal contract or contract by conduct of parties is valid. e.g. ordering food in a hotel.

*Sale of Goods Acts is one of the special types of Contract Act and was passed in 1930. The Sale of Goods Act extends
to whole of India except to the State of Jammu and Kashmir.
 Caveat emptor
• Caveat emptor is a combination of two Latin words. Caveat means caution or
warning or beware; and Emptor means the buyer, the purchaser.

• Let the buyer beware.

It is a disclaimer of liability for buyer’s disappointment. It is one of the settled
maxims, applying to a purchaser who is bound by actual as well as constructive
knowledge of any defect in the thing purchased, which is obvious or which might
have been known by proper diligence.

• A buyer cannot hold the seller responsible and liable if the goods turn out to be
defective or do not prove to be useful for the purpose for which they are purchased or
if the buyer makes any mistake in assessing the quality of goods purchased. It is
assumed that he would use all care and skill while entering into transaction.
Exceptions to the rule of Caveat Emptor
• Purchase By Description - The rule of caveat emptor does not apply in a case where
goods are bought by description from a seller.
• A contract for the sale of 2,400 tins of jam described the tins as being packed in cases
of 30. When they arrived the tins were packed in cases of 24 although the agreed
overall number of tins was supplied. It was held that the purchaser was entitled to reject
the goods as they were not as described.

• Sale By Sample - In a sale of goods by sample, the rule of caveat emptor does not apply
if the bulk does not correspond with the sample.

• Fitness For Purpose - Where the buyer informs the seller the particular purpose for
which the goods are required and relies upon the seller’s skill or judgment there is in that
case, an implied condition that the goods shall be reasonably fit for the purposes for which
they are required.
• The buyer himself should be careful while purchasing the goods that suit his purpose. If
the goods are subsequently found to be unsuitable for the purpose, he cannot blame
the seller for the same.
• e.g. The buyer orders for hessian cloth without specifying the purpose for which he
wanted the same. Later, he finds it inappropriate because of the smell.
Try this one:
• A claimant purchased a painting from the defendant for
₹.6,00,000(£6000). The painting was described in an auction
catalogue as being by German impressionist artist Gabrielle
Munter.
• Both the buyers and the sellers were art dealers in London. The
sellers were not experts on German paintings whilst the buyers
specialized in German paintings. The purchasers sent their
experts to inspect the painting before agreeing to purchase.
By sending their experts to inspect the painting meant that the sale
• After the sale, the buyers discovered that the painting was a
was no longer by description. And therefore the buyers had no
fake and worth less than ₹.10000.
protection
• Can the buyer claim
This isdamages saying
the London Courtthat the goods did not
Ruling!
match the description?
 Stipulations in a Contract
• Contractual stipulations are classified as conditions, warranties or
intermediate or innominate terms.

• Ideally, parties will identify how each contract term will be classified
at the outset of the contract.

• So that, if there is a breach of contract, the parties can quickly

determine the available remedies.
 Conditions

A condition is a stipulation that goes to the root of the contract.

• In a sale of goods contract you might include a clause that states that time is of the
essence
• i.e. it is a condition of the contract that the goods must be delivered by a
specific time.

• If a condition is breached, the aggrieved party has the right to treat the breach as
"repudiatory" which means that the aggrieved party can either:
• terminate the contract; or
• treat the contract as continuing (i.e. affirm the contract).
In either case the aggrieved party can claim damages.
Warranties
• A warranty is a term of the contract which is less significant than
a condition and which is usually written as an assurance or a
promise.
• For example, in a services contract there might be a
requirement to have staff trained at a specific level.

• If breached, it would not deprive the aggrieved party of the

whole of the benefit of the contract.
 Innominate/ Intermediate Terms

• Innominate Term: Contractual term that may turn out to be either a condition (is
integral to the contract) or a warranty (is incidental to the contract) depending on
its effect on the injured or innocent party.

• Intermediate term: Contractual term, the breach of which does not

automatically discharge the innocent party from its obligations under the
contract or entitle an injured party to damages.
A court or an arbitrator must evaluate the seriousness of the breach and its
effects before any such decision can be made.
 No stipulations
If the contract is silent and does not stipulate if a term is condition or a warranty:
• a court will usually rule that the term is a condition if:
• statute or case law has determined that the term is a condition;
• the contract clearly entitles the aggrieved party to terminate the contract if the term is
breached; or
• it would be just to infer that the parties meant for a breach of that term to allow the
aggrieved party to terminate the contract.

• a court will usually rule that the term is a warranty if:

• statute or case law has determined that the term is a warranty;
• the contract expressly provides that the aggrieved party will only be entitled to
damages if the term is breached; or
• it would be just to infer that the parties did not mean for a breach to allow the
aggrieved party to terminate the contract.
 Essentials of a Contract of Sale

All requirements of a valid contract must be fulfilled

 Two Parties
 Goods
 Transfer of Title
 Price
 Includes both a ‘sale’ and ‘agreement to sale’
 Types of Sales

Direct Sales :
• Direct to customer B2C
• Institutional Sales B2B

Indirect or Channel Sales

• Through a network of dealers/distributors/retailers
• Through an agent.
 Direct Sales

• Direct sales is when a company sells its products and services

‘directly’ to its client or customer base without an outside
party involved.

• Direct sales is the approach of selling directly to your customer

and cutting out the middlemen.
 Direct Sales

• Cutting out the middleman sounds like a good idea at first.

• Selling directly means that you keep all of the profit; no one is
taking a chunk out of your sales.

• But on further consideration this is not always the case.

 Direct Sales

• Imagine what it would cost Coca Cola to vend directly to their

customers! The costs would eventually prohibit the activity
entirely.

• Instead, Coca Cola chooses to sell its products through third

parties, such as shops, supermarkets and via vending
machines.
 Indirect Sales or Channel Sales

• Indirect sales is when a company sells its products and services

through middlemen like distributors, wholesalers, retailers etc.

• At each tier, there is a certain cost to pay, but this would be far less
compared to setting up your own outlets and distribution channels.
What is Sales Management?
• “The management of the personal selling is part of a
company’s marketing department.”

• “The process of planning, directing, and controlling of personal

selling, including recruiting, selecting, equipping, assigning,
supervising, paying, and motivating the personal sales force.”

The second definition does not take into account the

responsibilities of the tactical & strategic nature of sales
management explicitly – though planning in a way covers it.
Integration with Marketing Management
• Sales Management is part of Marketing Management.

• The Marketing Team consists of:

• Field Selling Team
• Head Office Marketing Team.
A typical Marketing Organization

Head-
Marketing

Manager- Manager – National Sales Manager – Manager –

Promotion Market Manager Market Logistics Customer
Research Service

Sales Regional
Coordination Managers