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Task.1. The use of IT in support of the sales force and its development in the next few
years.
Information technology has influenced the sales management by aiding the sales force in
several ways. IT is helpful in sales management to enable the sales force by way of
communication, information providing, customer service, order processing, sales advising
and reporting. Several studies has been conducted on the impact of IT on sales force
(Jones et al, 2002)
First, the internet technology is helpful in enabling the sales staff in providing information
through web , accepting orders, order processing, invoicing, shipping and delivery etc.
internet technology is very helpful in making online sales by enabling fast and secure online
payments.
Internet technology has also helped sales force to communicate with the customers through
online by way of email, online chatting help and advice, communicating and selling through
social marketing networks etc. Internet is also helpful in communicating and providing after
sales service to customers.
Mobile technology has helped the sales force in communicating to the customers and the
colleagues by way of mobile phone, wireless devices etc. information about orders,
invoicing, etc and all type of communication with the staff and management can be made
possible over the mobile devices.
Other Information technology devices like desktop computers, laptops, etc are helpful in
storing information of sales and sales data processing. Printers aid the billing process and
invoicing. Information technology has revolutionised the office automation and
administration process in sales.
Pricing, stock information, shrinking etc are aided nowadays by way of information
technology applications like scanning and printing devices.
IT is helpful at the point of sales in billing, self-service check-out services, and card payment
facilities. These facilities improve speed of transactions and process and make billing and
checkout more accurate. Sales graphical displays are also possible by ay of IT facilities.
Automated inventory tracking procedure is made possible with the help of IT devices.
Further, staff can make informed decisions using IT devices.
Implementation of IT facilities helps in operational activities of the sales force. Sales calls are
made possible with the help of voice calling and text messaging services.
In future, IT will influence the self service checkout systems with more functionality including
booking of products and self serviced packing and delivery.
Task.2. Review the pros and cons of allocating sales responsibilities on the basis of a)
geographic regions b) product-based criteria and c) customer-based criteria.
References
Jones, E., S. Sundaram, and W. Chin (2002). Factors leading to sales force
automation use: A longitudinal analysis, Journal of Personal Selling and Sales
and productivity. Journal of Business and Industrial Marketing, 13, 3/4. 209 - 219.
Ko, D. G., and A. R. Dennis (2004). Sales Force Automation and Sales Performance:
Do Experience and Expertise Matter?. Journal of Personal Selling and Sales
Management, 24, 4. 311 - 322.
Bejou, David (1997), "Relationship Marketing: Evolution, Present State, and Future",
Psychology & Marketing, Vol. 14(8), pp. 727-736