MODULE - IV

Buying, Selling and

Distribution
16

Notes
SALES PROMOTION AND
PERSONAL SELLING

Suppose you go to the market to buy cake of soap. The shopkeeper suggests that
if you buy two soap cakes, an extra soap cake will be given to you free of cost
under “buy 2 get 3” scheme. You feel attracted to buy as by doing so you are
saving money on soap. Moreover, soap is an item which is required on a regular
basis, and so you can keep the extra two cakes to be used later. This is an approach
of increasing sale of a product and it is quite different from what you have learnt
in the earlier two lessons. Let us learn more about it in this lesson.

OBJECTIVES
After studying this lesson, you will be able to:
• explain the meaning of sales promotion;
• state the objectives of sales promotion;
• describe the various tools used in sales promotion;
• recognise the role of each tool in promoting sales;
• describe the importance of sales promotion in business.
• state the meaning of personal selling;
• explain the essential elements of personal selling;
• describe the importance of personal selling; and
• identify the qualities of a successful salesperson.
16.1 MEANING OF SALES PROMOTION

Means of Sales Promotion

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Every businessman wants to increase the sale of goods that he deals in. He can Distribution
adopt several ways for that purpose. You might have heard about “Lakhpati
Bano”, “Win a tour to Singapore”, “30% extra in a pack of one kg”, “scratch
the card and win a prize” etc. You might also have seen gifts like lunch box,
pencil box, pen, shampoo pouch etc. offered free with some products.
Notes
There are also exchange offers, like in exchange of existing model of television
you can get a new model at a reduced price. You may have also observed in
your neighbouring markets notices of “winter sale”, “summer sale”, “trade
fairs”, “discount up to 50%” and many other schemes to attract customers to
buy certain products. All these are incentives offered by manufacturers or
dealers to increase the sale of their goods. These incentives may be in the form
of free samples, gifts, discount coupons, demonstrations, shows, contests etc.
All these measures normally motivate the customers to buy more and thus, it
increases sales of the product. This approach of selling goods is known as
“Sales Promotion”.
You have learnt about advertising in the earlier lessons. Advertising also help
in increasing sales of goods. Thus, advertising can be used as means of
communication to inform potential customers about the incentives offered for
sales promotion. Sales promotion adopts short term, non-recurring methods to
boost up sales in different ways. These offers are not available to the customers
throughout the year. During festivals, end of the seasons, year ending and
some other occasions these schemes are generally found in the market.
Thus, sales promotion consists of all activities other than advertising and
personal selling that help to increase sales of a particular product.

INTEXT QUESTIONS 16.1

Answer the following in the space provided after each question.
i. What is meant by ‘Sales Promotion’?
_____________________________________________________
_____________________________________________________
_____________________________________________________
ii. How can advertising help sales promotion?
_____________________________________________________
_____________________________________________________
_____________________________________________________

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 MODULE - IV Sale Promotion and Personal Selling
Buying, Selling and
Distribution 16.2 IMPORTANCE OF SALES PROMOTION
The business world today is a world of competition. A business cannot survive
if its products do not sell in the market. Thus, all marketing activities are
undertaken to increase sales. Producers may spend a lot on advertising and
Notes personal selling. Still the product may not sell. So incentives need to be offered
to attract customers to buy the product. Thus, sales promotion is important to
increase the sale of any product. Let us discuss the importance of sales
promotion from the point of view of manufacturers and consumers.
From The Point of View of Manufacturers
Sales promotion is important for manufacturers because of the following reasons.
i. It helps to increase sales in a competitive market and thus, increases
profits,
ii. It helps to introduce new products in the market by drawing the attention
of potential customers,
iii. When a new product is introduced or there is a change of fashion or
taste of consumers, existing stocks can be quickly disposed off,
iv. It stabilizes sales volume by keeping its customers with them. In the
age of competition it is quite possible that a customer may change his/
her mind and try other brands. Various incentives under sales promotion
schemes help to retain the customers.
From The Point of View of Consumers
Sales promotion is important for consumers because of the following reasons.
i. The consumer gets the product at a cheaper rate,
ii. It gives financial benefit to the customers by way of providing prizes
and sending them to visit different places,
iii. The consumer gets all information about the quality, features and uses
of different products,
iv. Certain schemes like money back offer creates confidence in the mind
of consumers about the quality of goods,
v. It helps to raise the standard of living of people. By exchanging their
old items consumers can use latest items available in the market. Use
of such goods improves their image in society.

INTEXT QUESTIONS 16.2

State whether the following statements are true or false :
(a) Sales promotion does not help in increasing sale.

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(b) Sales promotion does not help in introducing a new product in the Distribution
market.
(c) Through sales promotion the consumer gets the product at a cheaper
rate.
(d) Sales promotion does not help the customer to get information about
the product. Notes
(e) Sales promotions helps in raising the quality of life of the consumers.
16.3 TOOLS OF SALES PROMOTION
To increase the sale of any product manufactures or producers adopt different
measures like sample, gift, bonus, and many more. These are known as tools
or techniques or methods of sales promotion. Let us know more about some of
the commonly used tools of sales promotion.
(i) Free samples: You might have received free samples of shampoo,
washing powder, coffee powder, etc. while
purchasing various items from the market.
Sometimes these free samples are also distributed
by the shopkeeper even without purhasing any item
E
from his shop. These are distributed to attract PL
S AM
consumers to try out a new product and thereby EE
FR
create new customers. Some businessmen distribute
samples among selected persons in order to
popularize the product. For example, in the case of medicine free
samples are distributed among physicians, in the case of textbooks,
specimen copies are distributed among teachers.
(ii) Premium or Bonus offer: A milk shaker along with Nescafe, mug
with Bournvita, toothbrush with 500 grams of toothpaste, 30% extra in
a pack of one kg. are the examples of
premium or bonus given free with the
purchase of a product. They are effective in
inducing consumers to buy a particular product. This is also useful for
encouraging and rewarding existing customers.
(iii) Exchange schemes: It refers to offering exchange of old product for a
new product at a price less than the
original price of the product. This is
useful for drawing attention to
product improvement. ‘Bring your
old mixer-cum-juicer and exchange
it for a new one just by paying Rs.500’
or ‘exchange your black and white

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 MODULE - IV Sale Promotion and Personal Selling
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Distribution television with a colour television’ are various popular examples of
exchange scheme.
(iv) Price-off offer: Under this offer, products are sold at
a price lower than the original price. ‘Rs. 2 off on
purchase of a lifebouy soap, Rs. 15 off on a pack of
Notes 250 grams of Taj Mahal tea, Rs. 1000 off on cooler’
etc. are some of the common schemes. This type of
scheme is designed to boost up sales in off-season
and sometimes while introducing a new product in
the market.
(v) Coupons: Sometimes, coupons are issued by manufacturers either in
the packet of a product or through an
advertisement printed in the newspaper or
magazine or through mail. These coupons can be
presented to the retailer while buying the product.
The holder of the coupon gets the product at a
discount. For example, you might have come
across coupons like, ‘show this and get Rs. 15 off
on purchase of 5 kg. of Annapurna Atta’. The reduced price under this
scheme attracts the attention of the prospective customers towards new
or improved products.
(vi) Fairs and Exhibitions: Fairs and exhibitions may be organised at local,
regional, national or international
level to introduce new products,
demonstrate the products and to
explain special features and
usefulness of the products. Goods are
displayed and demonstrated and their
sale is also conducted at a reasonable
discount. ‘International Trade Fair’ in New Delhi at Pragati Maidan,
which is held from 14th to 27th November every year, is a well known
example of Fairs and Exhibitions as a tool of sales promotion.
(vii) Trading stamps: In case of some specific products trading stamps are
distributed among the customers according to the value of their
purchase. The customers are required to collect these stamps of
sufficient value within a particular period in order to avail of some
benefits. This tool induces customers to buy that product more
frequently to collect the stamps of required value.
(viii) Scratch and win offer: To induce the customer to buy a particular
product ‘scratch and win’ scheme is also offered. Under this scheme a

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 Sale Promotion and Personal Selling MODULE - IV
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customer scratches a specific marked area Distribution
on the package of the product and gets the
benefit according to the message written
there. In this way customers may get some
item free as mentioned on the marked area
or may avail of price-off, or sometimes visit Notes
different places on special tour arranged by the manufacturers.
(ix) Money Back offer: Under this scheme customers
are given assurance that full value of the product
will be returned to them if they are not satisfied after
using the product. This creates confidence among
the customers with regard to the quality of the
product. This technique is particularly useful while
introducing new products in the market.

INTEXT QUESTIONS 16.3

Match the tools/techniques of sales promotion with their objectives.
Tools / Techniques Objectives
i. Free Samples (a) To induce customers to buy a product
more frequently.
ii. Exchange Schemes (b) Useful for drawing attention towards
product improvement.
iii. Price-off offer (c) When a new product is to be introduced
iv. Trading stamps (d) To boost up sales in off-season.
16.4 PERSONAL SELLING
When you want to buy something you usually go to the concerned shop and
purchase it from there. But, sometimes you
find people bring certain goods or products
and make them available to you at your
place. For example, you find persons
selling vegetables or rice by carrying the
same in a cart and moving from door to
door to sell. You must have noticed persons
selling sarees, carpets, electronic items, etc.
in a similar fashion. While traveling in buses or local trains you must also have
seen people selling pens, toys, books, combs, etc. inside the bus or train. In cities

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 MODULE - IV Sale Promotion and Personal Selling
Buying, Selling and
Distribution also persons move from door to door to sell different products like water purifiers,
air purifiers, detergents, mosquito repellents, etc. Don’t you think these are
different methods of selling goods unlike keeping them in a shop and sell? Let
us learn more about these types of selling.
16.5 MEANING OF PERSONAL SELLING
Notes
Think about the persons who sell goods and commodities. What do they do?
They show certain variety of goods to you, try to explain the features of the
products, if required demonstrate the functioning of the items, inform you
about the price and concession available, persuade you to buy the product and
also in some cases promises you to bring certain items of your choice in future.
So not only do they inform and explain to you about the product but also
persuade you to buy those items and want you to buy from them in future also.
On the other hand, you also gather more information about the product, see
and handle it personally to judge it better.
The person who sells goods to you in this way is called a ‘salesperson’ and the
technique of selling is known as ‘personal selling’ or ‘salespersonship’. Thus,
personal selling refers to the presentation of goods before the potential buyers
and persuading them to purchase it. It involves face-to-face interaction and
physical verification of the goods to be purchased. The objective is not only just
to sell the product to a person but also to make him/her a permanent customer.
You can also find personal selling in some shops where salesmen are employed by
the shopkeeper to use this technique. For example, you can find such salespersons
in jewellery stores, consumer goods stores, saree houses, etc. In case of some
services, we also find personal selling used in shops. For example, we find people
going to the same barbershop for hair cut and get a free massage from a specific
barber tastes. This shows that in case of personal selling the seller usually come to
know about the tastes and preferences of the customer and thus attracts him to buy
the goods or services. Personal selling refers to the presentation of goods and
services before the customers and convincing or persuading them to buy the products
or services. After having an idea about personal selling, let us know about some of
the essential elements of personal selling.
16.6 ESSENTIAL ELEMENTS OF PERSONAL SELLING
Personal selling consists of the following elements.
i. Face-to-Face interaction: Personal selling involves a salesmen having
face-to-face interaction with the prospective buyers.
ii. Persuasion: Personal selling requires persuasion on the part of the
seller to the prospective customers to buy the product. So a salesperson

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must have the ability to convince the customers so that an interest may Distribution
be created in the minds of the customers to use that product.
iii. Flexibility: The approach of personal selling is always flexible.
Sometimes salesperson may explain the features and benefits of the
product, sometimes give demonstration of the use of product and also
answers number of queries from the customers. Looking into the Notes
situation and interest of the customers, the approach of the salesperson
is decided instantly.
iv. Promotion of sales: The ultimate objective of personal selling is to
promote sales by convincing more and more customers to use the
product.
v. Supply of Information: Personal selling provides various information
to the customers regarding availability of the product, special features,
uses and utility of the products. So it is an educative process.
vi. Mutual Benefit: It is a two-way process. Both seller and buyer derive
benefit from it. While customers feel satisfied with the goods, the seller
enjoys the profits.

INTEXT QUESTIONS 16.4

Fill in the blanks with appropriate words.
i Personal selling involves persuading _________ to buy the goods
ii. The ultimate objective of personal selling is ________.
iii. The most important element of personal selling is ________ interaction.
iv. Supply of information to customers makes personal selling an ______ process
16.7 IMPORTANCE OF PERSONAL SELLING
Personal Selling is extremely important as it helps in increasing sales. But
there are other features as well which make it important. Let us discuss the
importance of personal selling from the point of view of manufactures as well
as consumers.
From manufacturer’s point of view
i. It creates demand for products both new as well as existing ones.
ii. It creates new customers and, thus help in expanding the market for
the product.
iii. It leads to product improvement. While selling personally the seller
gets acquainted with the choice and demands of customers and makes
suggestions accordingly to the manufacturer.

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 MODULE - IV Sale Promotion and Personal Selling
Buying, Selling and
Distribution From customer’s point of view
i. Personal selling provides an opportunity to the consumers to know
about new products introduced in the market. Thus, it informs and
educates the consumers about new products.
ii. It is because of personal selling that customers come to know about the use
Notes of new products in the market. The sellers demonstrate the product before
the prospective buyers and explain the use and utility of the products.
iii. Personal selling also guides customers in selecting goods best suited to
their requirements and tastes as it involves face-to-face communication.
iv. Personal selling gives an opportunity to the customers to put forward
their complaints and difficulties in using the product and get the
solution immediately.

INTEXT QUESTIONS 16.5

Which of the following statements are true and which are false?
i. Personal selling helps manufacturers to improve their products based
on suggestions made by sellers.
ii. Customers do not have immediate solution of their problems regarding
a product from the salesperson.
iii. Personal selling leads to creation of new customers only for the existing
products.
iv. Better use of product is not the result of personal selling.
v. Customers can complain to the salesperson about a product.
16.8 QUALITIES OF SALESPERSON ENGAGED IN
PERSONAL SELLING
It is very difficult to enlist the qualities of people engaged in personal selling.
The quality will vary from time to time and from situation to situation. It also
depends upon the customers’ demand and nature of the product. Again a
salesperson may be effective in one situation but may fail in another situation.
So in real life certain qualities may be suitable for a particular line of product
and may be irrelevant in any other case. However, there are certain common
qualities, which every salesperson should possess in order to become successful
in their life. These qualities are listed below.Now let us discuss the above
qualities in detail.
i. Physical qualities: A salesperson should have a good appearance and
an impressive personality. He should also have a sound health.

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ii. Mental qualities: A good salesperson should posses certain mental Distribution
qualities like imagination, initiative, self-confidence, sharp memory,
alertness etc. He should be able to understand the needs and preferences
of customers.

Qualities of Salesperson Engaged in Personal Selling Notes

Physical Qualities Mental Qualities Integrity of Character Good Behaviour

Knowledge of the Product and the Comapny Ability to Persuade

iii. Integrity of character: A good salesperson should posses the qualities

of honesty and integrity.

He is to gain the confidence of the customers. He should be able to

understand their needs and guide them how to satisfy those needs. His
employer too should have faith in him. A salesperson should be loyal
both to the employer and to the customers.
iv. Knowledge of the product and the company: A salesperson should
have full knowledge of the product and the company he is representing.
He should be able to explain each and every aspect of the product i.e.
its qualities, how to use it, what precautions to be taken, etc. He should
be able to explain the business and service record of the company. He
should also have knowledge of products of rival companies. So that he
can put across the superiority of his own products.
v. Good behaviour : A salesperson should be co-operative and courteous.
Good behavior enables one to win the confidence of the customers. He
should not feel irritated if the buyer puts up many questions even if the
questions are irrelevant. It is also not necessary that the person he is
trying to convince buys the product. The salesperson has to remain
courteous in every case.
vi. Ability to persuade: A good salesperson should be good in conversation
so that he can engage the person he is attending in conversation. He
should be able to convince him and create the desire in the mind of
prospective customers to posses the commodity.

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INTEXT QUESTIONS 16.6

I. State which of the following statements are ‘true’ and which are ‘false:
(i) Knowledge of product is not necessary to make one a good
Notes salesperson.
(ii) A good salesperson should have imagination, initiative and
alertness.
(iii) It is not necessary for a good salesperson that he must be
accepted by the society.
(iv) A good salesperson should be loyal to the consumer but not to
the employer.
(v) Impressive voice, good appearance and sound health have no
place in the qualities of a good salesperson.
II. Multiple Choice Questions:
(i) Sales promotion is important from the point of view of
manufactures because.
(a) Increases Profit
(b) Provides Products at Cheaper rates
(c) Inform about quality & features
(d) Raise the standard of living of people
(ii) Sales promotion is important from the point of view of
consumers because.
(a) It helps to increase sales
(b) It stabilizes sales
(c) It helps to raise the standard of living
(d) It increases profits
(iii) Which are of thems is a tool of sales promotion?
(a) Free samples (b) Advertisement
(c) Publicity (d) Personal Selling
(iv) The ultimate objective of personal selling is.
(a) To raise standard of living
(b) Provide better quality of products
(c) More satisfaction to customers
(d) Increase sale of products
(v) Essential element of Personal Selling is
(a) Cheap Product (b) Face to Face interaction
(c) Physical fitness of saleman (d) Good behaviour of Salesman

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WHAT YOU HAVE LEARNT
• Sales promotion consists of all promotional activities other than
advertising and personal selling to increase sales of a commodity.
• Objectives of Sales Promotion are to : Introduce new products, Attract Notes
new customers and retain the existing, Maintain sales of seasonal
products and Challenge the competition.
• Tools / Techniques used in Sales Promotion : Free samples, Premiums
or Bonus offer, Exchange schemes, Price-off offer, Coupons, Fairs and
Exhibitions, Trading stamp, Scratch and win offer and Money Back
offer.
• Importance of Sales promotion :
For manufacturers : increases the volume of sales, leads to product
improvement, help to intoduce new products, enables quick disposal
of existing stock and stablizes the volume of sales.
For consumers : creates new customers, Goods are available cheaper
rate, Financial benefits to the customers in the market, Generates
awareness about new products, Leads to product improvement, Helps
to introduce new products, Creates confidence in the mind of
customers regarding quality and Raise standard of living,
• Personal selling refers to the presentation of goods and services and convincing
and persuading potential customers to buy the product or service.
• Essential elements of personal selling are : face-to-face interaction,
persuasion, flexibility, promotion of sales, supply of information
and mutual benefits
• Personal selling in important both from the customers and manufacturers
point of view.
• Qualities that can make a sales person more effective are many. These
include physical and mental qualities, integrity of character, knowledge
of the product and the company, good behaviour and ability to persuade
the customers.

TERMINAL EXERCISE
1. Define Sales Promotion.
2. State the importance of Sales Promotion from the point of view of
manufacturers.
3. State the importance of Sales Promotion from the point of view of
consumers.

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Distribution 4. List any six tools used in Sales Promotion.
5. Explain the meaning of ‘Sales Promotion’. Why is Sales Promotion necessary?
6. Explain any two techniques of Sales Promotion, with an example of each.
7. Explain – “Price off offer” and “Free-Samples” as techniques of Sales
Promotion.
Notes 8. Explain how Sales Promotion techniques help in promoting sales.
9. A toothpaste company is giving 250 grams toothpaste free with a pack
of 500 gm toothpaste. Name this technique of sales promotion. What is
the specific objective of this scheme? Explain two more schemes of
Sales Promotion other than this.
10. Define Sales Promotion. What are the objectives of Sales Promotion?
11. Explain the term ‘Sales Promotion’. Discuss any four techniques of
Sales Promotion?
12. ‘Sales Promotion is important both for manufacturer and consumers’.
Explain how?
13. What is meant by personal selling?
14. State the essential elements of personal selling.
15. Describe the importance of personal selling form the point of customers.
16. Explain the importance of personal selling from the point of view of
manufacturers.
17. State the physical and mental qualities of sales persons engaged in
personal selling.
18. State the social qualities of sales persons engaged in personal selling.
19. What are the occupational qualities of salespersons engaged in personal
selling?
20. Define personal selling. Explain the importance of personal selling from
the point of view of customers and manufacturers.
21. What is meant by personal selling? Explain the essential elements of
personal selling.
22. Do you think that to be a successful salesperson only personal and
mental qualities are sufficient? Give reasons in support of your answer.
23. Describe the different qualities of sales persons engaged in personal selling.
24. A salesperson need not possess any quality if the product is good. Do
you agree with the statement? Give reason.

ANSWER TO INTEXT QUESTIONS

16.1 i) Sales Promotion refers to all activities other than advertising
and Personal selling that help to increase sales of a particular
commodity.

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ii) Advertising can be used as a means of communication to inform Distribution
potential customers about incentives for sales promotion.
16.2 a) False, b) False, c) True, d) False, e) True
16.3 (i) and c, (ii) and b, (iii) and a, (iv) and d.
Notes
16.4 (i) customers, (ii) to promote sale of products,
(iii) face-to-face, (iv) educative.
16.5 (i) True, (ii) False; (iii) False, (iv) False, (v) False
16.6 I. (i) False, (ii) True, (iii) False, (iv) False, (v) False
II. (i) a, (ii) c, (iii) a, (iv) d, (v) a
ACTIVITIES FOR YOU
• Make an enquiry from the nighbouring market retailers at what time
they offer stock clearance sale and why.
• Collect information through advertisements in newspapers and
magazines regarding various sales promotion schemes introduced by
manufacturers.
• While buying any goods and services, carefully notice the behaviour
of the salespersons and note down the various qualities he/she possess.

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 Notes

MODULE - V
Maximum Marks Hours of Studies
16 35

Consumer Awareness
The main objective of every business should be consumer satisfaction. However,
in practice consumer often exploited by the businessmen in different ways.
Sometimes low quality goods are sold or higher price is charged. This happens
due to the lack of awareness about their rights and responsibilities by consumer.
It is in this context that this module has been designed to develop an
understanding among the learners about their rights, responsibilities as consumer
and their protection under different provisions of the law.

Lesson 17 : Rights and Responsibilities of Consumers

Lesson 18 : Consumer Protection

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