Sales Manager Seminar ????

1
Sales Manager Seminar????
2
Training Objectives????

• To learn more about Carrefours mission and Sales
  Manager responsibilities.?????????????????
• To Learn how to better communicate with the
  team??????????????.
• To learn how to better develop my team
  ???????????
• To learn how to plan my work and manage my time
  ?????????????????

3
Understanding Carrefours Mission and Sales
Managers Responsibilities
Business knowledge Technical skills Communication
skills People management development
skills Time management and action planning
skills Others
Carrefours Mission Goals
Requirements of DepartmentHeads
Business strategy Capabilities
People Requirements
Employee Needs
Carrefour Concepts Four Policies Localization Turn
over Market share
Human resources management strategy
practices
4
Understanding Carrefours Mission and Sales
Managers Responsibilities??????????????
???? ???? ???? ????????? ??????????? ??
?????????
???????
???????
????
????
????? ???? ??? ??? ????
???????????
5
Mission of Carrefour??????
Our Mission????? Our
People????? Our Resources?????
All our efforts are directed towards customer
satisfaction. Our retailing activities seek to
meet changing customer demands, in terms of
product selection and quality, at the most
competitive prices???????????????????.???????????
??,???????????,??????????. Highly-motivated
associates are our main asset. Individual
initiative and delegation of responsibilities are
carried out in a spirit of solidarity and common
interest.????????????????. ????????????????????,?
?????????? Our business is based on simple,
straightforward concepts. To remain competitive,
we constantly adapt our resources to achieve
optimal distribution efficiency.??????????.??????
????,????????????????????
6
?????? MISSION OF CARREFOUR
We aim to be an international force with a
significant presence in each market. By
constantly seeking to gain market share, we will
strengthen the Group's independence and raise its
value over the long term ???????????????,????????
????????????????,??????????????????????????
We aim to develop mutually beneficial
synergies with all our business partner. We seek
to adapt to the specific environment of each
country where we operate and to serve as a
benchmark in terms of business values wherever
we are present. ????????????????,?????????????????
???? ???,?????????
OUR GOAL?????
OUR VALUES?????
7
Customer Satisfaction????

• All Our Efforts Must Be Directed Towards
  Customers Satisfaction.

???????????????????
8
Carrefour Concepts??????

• Customer Satisfaction First!????????
• One stop shopping????
• Low price????
• Free Parking????
• Self Service?????
• Freshness and Quality?????

9
Carrefour Four Policies???????
Assets ??

• All Equipment in good condition??????????
• Price ??
• Clean ??
• Full ?
• Listen to customers ??????
• Competitors survey ????

Re source
Human
????

• Know your staff ????
• Train ??
• Communication ??
• Initiative creative ???????
• Link between management team and my team
  ??????????????

Management Level???

• Get the best assortment
  ??????????
• get the best conditions
  ???????
• React to competitor's price level ????????????
• Check volume orders and sales quantities?????
• push for promotions
  ??
• Communication with negotiator
  ??????

Merchandise ??
10
Main Responsibilities of a Sales Manager???????

• Assets ??
• Store clean and full.??????,????
• Good implantation respecting the price
  range.????????,??????,
• Check the cleanliness of the uniform of the
  staff.??????????
• Storage well arranged.????????
• Listen to customers and react positively.??????,?
  ?????
• Have a sales spirit.????????
• Display with volume.?????????
• Respect and make respecting the safety rules of
  fire fighting and hygiene regulations.???????????
  ???
• Follow competitors price level.???????????
• Propose equipment investment.???????
• Full respect of the regulation and law of China
  Carrefour's store procedures.?????????????????
• Have a store spirit.?????????

• Human ??
• Help the staff to have a commercial and
  professional attitude in any case.???????????????
  ???????
• Communicate stores information.???????????
• Give clear responsibilities to the
  staff.?????????
• Check weekly the punch card.???????
• Train your staff with a training plan??????????
• React on the quality of the work of the
  staff.?????????????
• Plan and propose promotion.?????????

11
Main Responsibilities of a Sales Manager???????

• Merchandise ??
• Follow assortment (No shortage).???? (????)
• Facing and display reflecting the sales
  quantities.???????????
• Check stock cards.?????
• Stock level respecting the forecast.???????????
• Plan promotional and seasonal events one month
  before.???????????????
• Good communication with negotiators.??????????
• Inform the negotiators of your low sales
  items.???????????
• Follow and anticipate the new market
  trends.?????????
• Propose new item to improve assortment according
  to customer's demands.???????,??????,???????

• Finance ??
• Follow the procedures.????
• Good checking on the receiving and returning
  reports.??????????
• Valid purchase report.?????.
• Provide exact financial documents.?????????
• Reach the forecast figures.???????
• Propose improvements to over the forecasted
  figures.???????????
• Well control of all the lines of your department
  bulletin.??????????????

12
The Importance Of Managerial Skills???????????
13
The Role Of Managers?????

• Managing tasks ????
• Leading people????
• To make sure work gets done and people get
  satisfied.???????????????????

14
Role Transition 1????(?)
15
Role Transition 2???? (?)
16
The Roles Of An Effective Manager?????????

• A bridge between business goals and business
  results????????????????
• A bridge between employees and the top
  management??????????????
• A coach for employee development????????
• An initiator of continuous improvement??????????
  

17
????My Role
18
Management Of My Team ????
Communication with the Team????
Management and Development of the Team???????
Self Management????
19
Communication with the Team????
Communication
Self Development
Team Development

• Effective Communication Skills??????
• How to ask questions????
• How to listen????
• Building relationships????

20
Three Types Of Questions?????????
21
Funnel Model ????
22
What Do You Listen For??????

• Facts ??
• Emotions ??
• Relationship ??
• Implied ??

23
Model For Better Communication??????
?? Barriers
Message Sent ????
Message Received????
1.
No Communication???
2.
Message Sent????
Message Received????
Partial Communication????
Message Sent/Message Received????/????
3.
Complete Communication????
24
Getting to Know Your Employees and the
Communication Cycle
??????????
Feed back ????
Decoding ??
Sender ???
Receiver???
Reception ??
Words non-words ??????
Thought ??
Transmission ??
25
Effective Listening Skills???????

• Paraphrasing Words????
• Paraphrasing Feelings????
• Reflecting
• ??
• Redirecting??

26
Paraphrasing 1???

• Calms a Conflict or an Intensive Situation
  ??????????????
  
• Helps You Control Emotions and Build a
  Constructive Relationship??????????, ????????
• Encourages Other People to Share Information
  ????????
  

27
Paraphrasing 2???

• Increases the Other Person's Trust in
  You???????????
• Gives Others a Chance to Clarify or
  Explain?????????????
• Helps Other People Clarify Their Own
  Thinking????????
• Emphasizes Important Points????

28
Examples Of Paraphrasing and Reflecting???????

• It sounds like what you are saying is that you
  don't want to take over the task.????????????????
  ?????
• What I'm hearing is ?????...
• You are feeling really frustrated about
  work.???????????
• It sounds like something is bothering
  you.????????????

29
Reflecting and Redirecting??

• A Tool for Guiding the Content of Information
  Exchange
• ???????????????

Active Listening An Open (probing)
Question ???? ???(???)??
30
Questions For Directing???????????

• Ask How..., not Why... ?"??...",??"??..."
• How are you going to change the
  situation?????????????
• How shall I improve in order to get the
  deal??????????????
• How could we get these even better??????????????
  

31
Examples Of Directing????

• After paraphrasing, asking another question. For
  example
• ????????????,????????
• Just now you mentioned that one big challenge in
  management is motivation. Would you please tell
  me how do you motivate your employees????????????
  ???????????,?????????????????

32
Verbal and Nonverbal Signals ????????

• Making Sounds Like "Ah...", "Mmm...",
  etc.?????????,?"?..."?"?..."?
• Saying "Go on", "Tell me more",
  etc.?"????","???????"?
• Repeating Key Points on Words??????
• Paraphrasing, Reflecting Directing?????????????
  ?

33
Triads Role Play Recording List?????????
34
Building Relationship ????

• Establish your credibility??????
• Develop mutual trust???????
• Respect your team??????

35
How to take over your position as Sales
Manager?????????

• Individual meeting with your team
  members????????????
• Use tools to help you manage???????????
• Be strong and energetic?????????
• Always be in charge, never lose
  control???????,???????
• Always be aware of what your team is
  doing????????????
• Do it from the very beginning, do not
  wait???????,????

36
Meeting Team Members Individually????????
Introduce each other????
Communicate your expectation??????
Lead the meeting????
Listen to him/her????
37
Exercises How Well Do You Know Your Colleague?
Asking Questions

??????????? ??

• How Long Has He/She Been Married?
  
  ???????? ??????
• If Not, Does He/She Have a Fiance?
  
  ????,?????????
• What Food Does He/She Like Best?
  
  ????????????
• What Hobbies Does He/She Have?
  
  ?????????????
• What is His/Her Education and working Background?
  
  ??????? ????????
• What is the Most Important Challenge in Your
  Work?
  ?????????????

38
Develop Mutual Trust ????????

• Fairness ??
• Honesty ??
• Openness ??
• Accessibility ????

39
To Respect My Team

• To Respect My Team Means To Spend Time With Them
• To Respect Means To Communicate With My Team
  Through
• Good Morning
• Briefing
• Meeting
• Training
• Visit To The Shelves
• To Respect Means To Listen To My Team

• Talk About Competitors
• New Products, New Collections
• Department Bulletin
• Procedures
• ......

40
??????

• ??????????????????
• ???????????????
• ? "???"
• ????
• ??
• ??
• ??????
• ??????????

• ????????
• ???,???
• ???
• ??
• ......

41
Manage and Develop My Team ???????

• Understand where your employees are To Know
  Graph andSkill inventory
• ?????????????????????
• Three general methods to develop team
  members???????????
• Task Assignment Skills ???????
• Coaching and Feedback Skills ???????
• Teamwork and Motivation ???????

42
Understand Where Your Employees Are ?????????
Synergy???
Responsibilities??

A is a new employee???? B has reached required
level???????? C is very skilled?????????? D is
low at skills but has a negative
attitude??????????
Creativity???
C
Required Level?????
B

A
D
Antagonism???
43
Three General Methods to Manage??????
Synergy???
Responsibilities??
Method 3 Cooperation Participation
Delegation Control?? 3 ???? ????? Method 2
NegotiableCommunication?? 2 ????? Method 1
Not NegotiableTraining?? 1 ???? ??
Creativity???
C
Required Level?????
B
A
D
Antagonism???
44
Skill Inventory ????
1Can Perform Well 1???? 2Can Perform 2???
3Needs to Learn 3 ??????
45
What Can You Know from the Skill
Inventory???????????

• Who is generally strong????????
• Who is generally weak????????
• Where my team is strong?????????
• Where my team is weak??????????
• How to solve the problem????
• Cross training and backup building?????????

46
Cross-Training and Backup Building?????????

• Have one employee train another what he/she is
  strong at?????????????????????????
• Be aware of the seniority (face) issue?????????
• Make sure tasks get done first and then consider
  training of employees??????????,????????

47
How to Manage My Team??????

• Content ??
• To Know ??
• To Respect ??
• To Anticipate ??
• To Motivate ??
• To Reprimand ??
• To Fire ??

48
To Reprimand

• Immediately point out the wrong-doings and to
  correct
• Without weakness
• Without hesitation
• Why reprimand?

Give clear objectives
If it is not reached Correct Go back to the
former objectives Stand-by
If it is reached Congratulate Give new
objectives Promotion
49
??

• ???????????????
• ????
• ????
• ?????????

???????
????? ?? ?????? ????
?????? ???? ??????? ??
50
To Fire??

• To Push Our Team To A Higher Level Of
  Professional Skill.
  ?????????????????.
• Those Who Don't Want To Follow, We Have To
  Sanctions. We Have To Consider, If Necessary The
  Company Policies
  ???????????,???????????,???????????
• Otherwise The Other Good Members Of My Team Will
  Not Understand????????????????

51
Assigning Tasks????
1. Analyze the Task
???? 2. Analyze Your Employees ???? 3. Conside
r Your Task Goals Objectives ?????????????? 4.
Consider Your Employee Development Goals
Objectives ???????????????? 5. Find an
Appropriate Balance Point and Assign the
Task ?????????????
52
Are You Task Oriented or Relationship Oriented?

??????????????????
Task Oriented???????? Relationship
Oriented??????
53
People Tasks Considerations?????????
Tasks ??
People (Relationship)? (??)
Importance ???
Technical Maturity?????
Urgency ???
Work Expectation ????
Technical issue???
Who did it before?????
Routine ???
Who has the skill?????????
Difficulty ??
Who may do it after training ?????????
Knowledge required?????
54
Assigning Tasks????

• People and Task Considerations??????????
• Cross-training ????
• Building back-Up ??????
• Assigning Task ????
• Task assignment worksheet
  ???????

55
Task Assignment Skills??????
Explain what to do and how to do??????,???
Explain why if they do not know?????????,??????
Communicate expectation/requirements?????????
Set timeline????
Always check?????
56
Defining Feedback and Coaching???????

• Feedback ??
• Letting people know what and how they are doing
  as soon as you know????????????,????/?????????
• Coaching ??
• A two-way discussion that aims to improve
  performance????????,????????

57
Feedback??

• What are the different types of
  feedback??????????????
• Positive ???
• Negative ???
• Corrective ???
• None ???
• Which one usually is the most effectiveand
  why??????????????? ????

58
How give feedback effectively BEER
Model?????????????

• Effective feedback?????
• describes the specific Behavior???????
• includes an Example of that behavior???????????
• describes how the behavior has exceeded, met or
  failed to meet your Expectations?????????????????
  ???????
• describes the Results of the behavior????????????
  

59
Corrective Feedback - Example??????? - ??

• Recently you failed to finish your task on time
  ????????????
• Last Friday, for example, I didn't get the report
  until 500, and that was the third time in four
  weeks it was late (Specific Example).???,???,
  ????????????, ???????????????(????)
• Finishing work on time is a must for a qualified
  assistant. ??????,????????????????(??)
• So we were not able to adjust selling prices in
  time which will do harm to our sales
  (Result)??, ??????????,????????????(??)

60
Positive Feedback Example???????

• Recently you have been performing well.
  (Behavior)???????????
  (??)
• The survey reports you handed in for the past two
  months were very complete, accurate and helpful.
  
  (Example)??????????????????????? (??)
• We adjusted prices according to the reports and
  our sales have increased 15 over that of the
  first quarter.
  (Result) ??????????????,
  ?????????????15?
• (??)
• If you keep performing well like this, you will
  soon become the best assistant.
  
  (Expectation)?????????????,????????
  ????
  (??)

61
Coaching ??

• Think of someone in your life - a teacher,
  parents, a friend - who was a good coach or
  mentor??????????? ???????????-?????????????
• What was good about that person?????????
• What did they do?????????
• How did you feel???????
• How did you respond????????

62
What Does TEAM Mean??????

• Together ??
• Each ??
• Achieve ??
• More ??

63
Conditions For Team Success???????

• Shared Vision????
• Understanding of the Team?????? (????)
• Communication??
• Strong Leadership???????
• Involve the Right People to Ensure
  Commitment?????????
• Experienced Help Where Necessary????

64
What Motivates People ?????????

• Need for Affiliation????
• Need for Power????
• Need for Achievement????

Note Do not give too much at a time, because
people forget very soon??????????,????????
65
To Motivate??
Energy Created Through Motivation
????????
No Motivation????
Motivation??
Honest??
No Enjoyment????
Enjoyment??


_
_


No Confidence???
Confidence??
Respect of Company Policy??????
No Performance???
Performance??
Resignation ??
Promotion??
66
"??"??SMART Objective

• Specific??
• Measurable???
• Achievable (Controllable)???(??)
• Results-Oriented (Output)??????(??)
• Time-Based (Deadline)??????(??)

SMART
67
SMART Goals????
Goals without SMART????? Increase
turnover????? Train more employees???????
Goals with SMART???? In the last quarter of 2000
My department will increase turnover by at least
5 over the same period last year. 2000
?????,???????,????? 5? By the end of November ,
I will have two employees trained on how to use
Pacific Four. ????,?????????? Pacific Four
68
Self Management and Development???????

• Time management????
• Anticipation (Planning)
• ??

69
Time Declaration????
Today, A Catch of the Business World
Is??????????????? Work Smarter, Not
Harder!??????! Time Is Money??????
70
Sources of Stress???????

• Concept of Time??????
• Not enough delegation
• ????
• Lack of Scheduling
• ????(??)
• Lack of Planning????(??)

71
To Anticipate

• To Anticipate Events
• To Anticipates Is
• To Be Creative
• To Use a Good Strategy
• To Choose the Right Promotion at the Right Time
• To Have Good Business Sense
• To Prepare My Team for an Action
• To Anticipate Means We Have To Forecast New
  Projects

72
??

• ???????????
• ????
• ????
• ???????
• ???????????????
• ????????
• ???????????
• ??????????????

73
Anticipate??
?

• Ask Your self????
• What will be selling well in the coming six
  months??????,???????
• What might not be selling well in the coming six
  months ??????,????????
• What can I/my team do to prepare for the upcoming
  busy period (big promotion event,
  festival)???????????(??????),?????????????????
• What might go wrong in my department and what can
  I do now to prevent it??????????????,?????

74
Prioritizing????
Not Important ???
Important ??
Urgent??
1
3
Not Urgent???
2
4
75
Effective Planning Tools???????

• Calendar ?? (??,??,??)
• Daily to Do List
• ??????

76
Appointment Calendar????

• Meetings Events???????????????
• Major Projects Allocation of Time
  Block?????????????
  
• Monthly appointment List??????
  
• Deadlines??

77
interview candidates 1400- 1500
Promotion proposal
Days off
Days off
Finish TG schedule for November
Days off
Sales Manager Training
Days off
78
????
??????? 1400- 1500
???
???
??11???TG???
???
????
???
79
??????Daily To Do List

• Sources??
  
• Immediate Tasks??????
  
• Calendar Items ????
  
• Based on Degree of Importance in Relation to
  One's Life/Business Goals?????????????????
  

80
Daily To Do List??????

• Prioritized (A, B, C,)? ???? ??????
  
• Sequenced (A1, A2, A3,)??????????????
• Control Time for the Day???????
  
• Visually Prominent???????
  
• Cross Through as Complete Tasks also Cross
  Through on Master Task List???????????????
• ????????????????
• Review Progress at End of Day???????????
  
• Make Plan for Next Day!????????

81
Daily to Do List ??????
Date??10/3
User???Wang Jun
82
Daily to Do List ??????
Date??10/3
User???Wang Jun
83
How To Deal With Interruptions??????

• Dealing with Interruptions-Strategies???????
  
• Phone Calls????
  
• Dropper-inners and Unscheduled Meetings??????????
  
• Crisis??
  
• Paper and Messy Desks?????????
  
• Keep Your Task List Prominent??????????????
  

84
Time Analysis??????
Time ??
Results ??
20
80
80
20
Paretoll's Eighty-Twenty Principle???80/20??(??/?
???)
85
Time Analysis??????

• Study your Calendar and Daily to Do List and
  Consider???????????????,??
• When is the best time to do some
  planning????????????????????
• TG schedule, Promotion Events, Market
  Survey?TG??????????????
• When is the best time to do some paper work such
  as writing reports?????????????????,?????
• When is the best time to meet with
  suppliers?????????????????
• When is the best time to do financial
  work??????????????????
• Calculation, Analysis, Checking financial
  documents??????????????
• When is the time you have to stay in the
  store??????????????

86
Action Planning A Better Way???????????????

• Who Will Do What by When???????????
• A Plan for Monitoring and Reporting
  Progress??????????????

87
Action Planning Worksheet???????
88
Action Planning Worksheet ???????
Project?? ?? Date?? ___________
Pages?? ______
Action Plan???? Risk Management Plan??????
Step Who Will do What by When Possible
Prob. Cont. Action Who Resp.?? ???? ???? ??? ????
? ???? ???? ___ ________ ________________________
___ ________ ___________ ____________ ___________
___ ________ ___________________________ ________
___________ ___________ ___________ ___ ________
___________________________ ________ ____________
____________ ___________ ___ ________ ____________
_______________ ________ ____________ ____________
___________ ___ ________ ________________________
___ ________ ____________ ____________ ___________
___ ________ ___________________________ ________
____________ ____________ ___________ ___ _______
_ ___________________________ ________ ___________
_ ____________ ___________ ___ ________ __________
_________________ ________ ____________ __________
__ ___________ ___ ________ ______________________
_____ ________ ____________ ____________ _________
__ ___ ________ ___________________________ ______
__ ____________ ____________ ___________ ___ _____
___ ___________________________ ________ _________
___ ____________ ___________ ___ ________ ________
___________________ ________ ____________ ________
____ ___________ ___ ________ ____________________
_______ ________ ____________ ____________ _______
____ ___ ________ ___________________________ ____
____ ____________ ____________ ___________
1


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11/08
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10/20-11/08
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11/1-11/17
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12/05
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12/07
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5
??/????

11/11-11/25
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11/12-12/07
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???/???
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11/12-12/07
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12/01
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12/08
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???????
Reporting Time Reporting Location Team
Coordinator Team Members????___________ ????___
________ ?????__________ ????___________________
_________
89
Monitoring Reporting Progress?????????

• Report what was supposed to happen?????????
• Report what actually did happen?????????
• Report any problems that have arisen???????????
  
• Summarize the revised action plan??????????

90
Common Action Planning Errors????????????

• Failure to Assign Responsibility
  (Who)?????????(?)
• Failure to Identify All Significant Action Steps
  in Sufficient Detail
  (What )???????????????(??)
• Failure to Specify Timing
  (When)????????(??)
• Failure to Allow Enough Time?????????
• Failure to Allocate Necessary Resources?????????
  
• Failure to Sufficiently Monitor
  Progress???????????

91
Failure To Allow Enough Time?????????

• Murphy's Law????
• Optimistic Estimates of Task Duration????????????
  ??
• Failure to Consider Action Step
  Dependencies????????????
• Failure to Maximize Parallel Actions???????????