1. Marihot Sibarani

2. To promote the sales of
products and services that will most benefit
the customer-owners, and to establish
creditability through communication in a
manner that will optimize the cooperative’s
market share and savings, improve the
cooperative’s efficiency, help achieve the
cooperative’s mission and goals, and result
in outstanding customer service.

3.  Sales & Marketing
for Product and
Services
 Sales Strategy
 Marketing
Program
 After sales
Services
 Maintain long term
Relationships

4. Intern
Extern (Sales Job)

5.  Intern
Each Sales Engineer Has a responsibility
target that is determined based on the last
year progress and existing prospects
Complete Training Product Knowledge
Complete training Business
term & Salesmanship
Complete Sales Tools: Product
Presentation, Brochure, Leaflet, Technical
Document, Sales Call Commitment
Document, Success Sales Story

6.  Intern
Evaluation Personal
Periodical Coaching (1 x in Two
Month)
Short Joint On Visit (1 x Monthly)
Group Meeting (Weekly)
Personal Meeting
Weekly Visit Plan and Short (Email)
report

7.  Intern (Cont.)
 Monthly Complete Sales Report
 Warning per 3 Month (1st to final 3rd)
Compensation, Bonus and Reward
Improvement/Completion Sales Skills,
Facility, Sales Tools, including
organization (group, division, others)
etc.
Provide a competent Application
Engineer to support all Sales Engineer
daily's

8.  Intern (Cont.)
Provide a competent Sales Counter to
cover all request from customer and
submitted to Sales Engineer to be follow
up
Conduct a Sales Team Meeting with
Management at the first day of every
week to discuss profit and loss including
Sales Action

9.  Extern (Sales Job)
100% able to prepare Objective and
focus (Including Sales Tools &
appointment) before Sales Call
100% Best Practice Salesmanship
100% have to use Sales Tools have been
provided by the company
Each Sales Personal should be a
Professional Salesman

10.  Extern (Sales Job)
Each Personnel have to perform at least 3
customer visits per day and report the
result directly to the superior
Each Personnel have to use Sales Guideline
during face to face with Customer
Each Personnel should be proficient to use
all Sales Tools, primarily the notebook to
make a short presentation or data
processing or to provide document of Sales
Success Story
Every visit to the customer should be a
high-quality visits, good appointments &
advantageous objective discussion and
focus on the purpose of the visit

11.  Extern (Sales Job)
Each Sales Engineer is responsible for some
of customers and has at least two loyal
customers are doing business with the
company
All Personnel shall collect and enter data
about all customer company (completely)
committed by their respective superiors
All above task of Extern (Sales Job) should
be accompanied, trained and supervised
directly by the respective Superior of each
Personnel, through the Joint on Visit that
specified by the Management

12.  Market Summary
 Market: past, present, & future
Review changes in market share, leadership,
players, market shifts, costs, pricing, competition
 Describe product/service being marketed
 The competitive landscape
 Provide an overview of product competitors,
their strengths and weaknesses
 Position each competitor’s product against new
product
A B
C D
Performance
Price

13.  Product packaging
 Quantity and Quality of Product
 Pricing strategies
 Price Positioning refer to market
 Policies: Summarize policy relevant to
understanding key pricing issues
 Feature & Benefit for Customer
 After Sales Services Conditions
 Launch, Promotions and Advertisement
 Launch plan refer to market condition, Promotion
budget, Media & Timing of Advertisement

14.  Other Promotion:
 Direct marketing
Overview of strategy, vehicles & timing
Overview of response targets, goals & budget
 Third-party marketing
Co-marketing arrangements with other companies
 Marketing programs
Other promotional program

15.  A policy for customers returning goods
 A repair service
 A maintenance service
 Spare parts available
 A policy for dealing with, and investigating,
customer complaints
 An advice service for customers with
technical problems

16.  Customer satisfaction:
This occurs when customer expectations
and needs are met over and over again
It is measured by:
 Analysing sales performance
 Recording the number of complaints/returns
 Making comparisons with competitors

17.  Customer feedback:
Helps to inform the company for the future
– so it can improve products/services.
Feedback obtained by:
 On the spot questions by staff
 Observation of customers
 Questionnaires
 Customer panels/focus groups
 The website (e.g. pop-up questionnaires)
 E-mails and email questionnaires

18.  Investigating customer service
Always remember:
 Key features vary, depending upon the type of
organisation and its customers
 No business can please everyone all the time –
though they should try!

19.  Customer service features
 Products – quality, safety, packaging, clear
information
 Staff – attitude, dress, communication skills
 Premises – cleanliness, access, facilities
 Delivery – reliability, speed, availability
 After-sales care – complaints, returns,
repairs, guarantees
 Other features – payment methods, advice
lines, staff training etc

20.  Distribution strategy
 Channels of distribution
 Summarize channels of distribution
 Distribution by channel
 Show plan of what percent share of distribution will
be contributed by each channel -- a pie chart might
be helpful

21.  “Company need to have long-term customers
and good vendor relationships that will
through challenging times or tight deadlines,
as well as relationships with other business
owners to share struggles, resources and best
practices that can really give you an edge.
The reality is that business relationships are
just like any other relationship. They require
some effort to maintain and they must be
mutually beneficial. As in any relationship,
company must be willing to give, share and
support, not just take or receive."

22. 1. Encourage Honest Feedback
2. Listen More Than You Talk
3. Make A Routine
4. Be Honest
5. Take Notes
6. Give More than You Receive
7. Be Proactive
8. Be Real
9. Turn Blunders into Opportunities

23. 10. Make it Personal
11. Meet Face-to-Face

24. 1. Encourage Honest Feedback:
"An open, honest relationship demands
clear communications of how each party
is performing,“
"Encourage constructive criticism and be
brave enough to suggest ways clients
can help your firm perform better,“
"If you know where you stand, you can
stand stronger."

25. 2. Listen More Than You Talk :
"We all want to extol our strengths, our virtues in
hopes of impressing others and, ultimately,
getting more business,"
"It's counter-intuitive, but being a good listener
highlights your virtues much better than being
a big talker"
"What sets him apart is that he takes the time to
listen to them and really understand where his
clients are coming from (business situation)"
"Listening With More Than Two Ears"

26. 3. Make A Routine:
Devise a system to ensure that not
too much time passes before you
connect with your contacts, such
as the formal database created.
And with the proliferation of
social media tools these days
such as Facebook, LinkedIn and
Twitter, etc.
“it's never been easier to keep in
touch”

27. 4. Be Honest:
"As a small business owner, it's important that people see me as
expert in my field," says Mr. X. "But, when asked questions I
don't know how to answer, I always say so. I remember an
initial meeting with what became one of my best clients. I
was meeting with the executive team and was asked about
my experience in their industry (of which I had none). I
could have tried to spin my response to sound like I knew
their industry. Instead, I told them that I had no experience
and why that might work to their advantage. I was surprised
to see stern, questioning faces turn to friendly nods and
smiles. They really appreciated my honesty. And that laid
the foundation for a great relationship."
Dig Deeper: Can the Truth Set Your Profits Free?

28. 5. Take Notes:
“Keeping track of everything about your
customers about their personal or
working situation, so the next meeting
when you will not lose track of your
customers”
“You also will not lose the sense of the
nature / temperament / character of your
customers, what he likes and dislikes”

29. 6. Give More than You Receive:
“Be sure to contact people when you are NOT in need of
something. Take time to learn about their business since it's
as important to them as your business to you. "Take a
minute to understand your client's dreams and provide
opportunities for them to fulfill this whenever possible,"
"Whenever I have a client on the phone I try to understand what
they're trying to achieve with their business. From time to
time there will be an opportunity that I will actually refer
them to someone that I think could help their business
especially where I gain nothing from this. Clients really
appreciate it when they realize that you're looking out for
them."
Dig Deeper: How to Incorporate Philanthropy Into Your Business

30. 7. Be Proactive:
“Using your journal and knowledge of your relationships,
forward articles, links and other information that
might be of interest to your contacts. "When I see
interesting news stories I forward them to people who
I think would find them relevant," says Mr. XY of Born
to Sell. "I've had many recipients come up to me later
and say things like, 'I can't believe you remembered
that I wanted to go to Thailand.' It takes less than 30
minutes each morning to send out a handful of these.
Do it every day and the care and feeding of your
network will be alive and well."

31. 8. Be Real:
"Do not be afraid to be vulnerable"
"Let people see who you are. It builds trust
and respect. Being too professional is a
bore and well you are not going to enjoy
yourself."
Dig Deeper: When Do You Lie? Strategies For
More Authentic, Respectful
Communication

32. 9. Turn Blunders into Opportunities:
Admitting mistakes and correcting missteps will take you far
when it comes to building relationships, says Mr. C. "Often
times, people just want to know that you are sorry and that
you have a plan for getting back on track," he says. When
one of our service providers made a mistake, which resulted
in our service being delayed for a week, the service
provider responded immediately with an apology and a
proposal for fixing the problem. Instead of looking for
another service provider, we decided to work with this
provider because we know that the provider is honest and
diligent. When a mistake is more than a minor setback, do
something to make it right or otherwise provide value to the
wronged party."

33. 10. Make it Personal:
Sometimes it is good to send an actual physical letter or card of
appreciation as opposed to an e-mail. "Say 'Thank you," a
lot," says Ms. W. "I send notes to new clients thanking them
for their business. I send e-mails of appreciation often, for
no reason at all. And, I send great toffee during the holidays.
Never forget who got you where you are. And never, ever
think you can say thank you enough to clients, customers,
colleagues and even vendors too."
Dig Deeper: How to Build Personal Relationships With Customers

34. 11. Meet Face-to-Face:
Invite your contacts to an event (sporting,
music, etc.) that you would both enjoy.
You will naturally deepen the relationship
and get to know each other better. You
could also make plans to catch up at or
join someone at a networking event. For
some people, networking events are
challenges and having at least one friendly
face there can give them the confidence
to network better. Plus, you will
strengthen the relationship.