‘Customer bliss' must be the goal of sales managers

G. Venkatramana Rao Vijayawada | Updated on April 22, 2011 Published on April 22, 2011

Mitra Agencies CEO, Mr Cheruvu Sreenivas, delivering theBusiness Line Club lecture at S.R.K. Institute of Technology inVijayawada. — Photo: Ch Vijaya Bhaskar   -  The Hindu

The goal of all marketing and sales managers should be “customer bliss” and not just the “customer satisfaction” that is being taught in management courses, said Mr Cheruvu Sreenivas, CEO of Mithra Agencies.

Delivering the keynote address at the The Business Line Club, campus interface to the corporate world, sponsored by the Tata Photon to the students of the S.R.K. Institute of Technology here on Thursday, Mr Sreenivas said the final goal of marketing and sales was making everyone who buys a product into a “customer for life.”

Explaining the “Concepts of Marketing and Sales” to the students, he said the “sales cycle” does not end with “post sales follow up,” but continued into “customer prospecting.”

Post sales follow-up

Post sales follow-up was important because only happy customers generate references that made the work of sales managers very easy.

Mr Sreenivas said the sales process could be broken into initial contact, product presentation, demonstration, negotiation and closing, delivery of product to customers, post sales follow up and finally, customer prospecting. Customer prospecting leads to initial contact closing the circle.

He said in his years of experience, he inculcated a dozen habits that helped him with marketing and sales and recommended that the students be proactive, workout every detail till the last, always setting ones priorities, having a plan, giving importance to understanding others instead of fretting over trying to make others understand, being well mannered, being cheerful, having a positive outlook, being always truthful, thinking “win-win” for the company and customer etc.

Mr Sreenivas also stressed the importance of HR tests being used by corporate firms in assessing new recruits and existing employees.

S.R.K. Institute of Technology Director, Mr P.Venkata Narasaiah and Department of Business Administration Head, Mr N. Subramanyam, spoke.

The Hindu Regional General Manager, Mr K. Chandrasekharan, explained the various features of The Hindu-Business Line newspaper and how they were designed to hone the skills of management students.

Published on April 22, 2011
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