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Sales Management
Dec 2025 Examination
Q1. Priya, a newly appointed sales manager at a technology solutions firm, notices that her team’s one-size-fits-all sales approach is leading to inconsistent results. Her clients range from analytical corporate buyers to emotionally driven small business owners. Some are price-sensitive, while others prioritize after-sales service. Priya wants to implement a more personalized sales strategy that tailors pitches and solutions to each client’s specific needs, communication styles, and buying stages. She must guide her team to move beyond scripts and develop flexible, client-centered approaches. Based on the scenario, how should Priya apply adaptive selling techniques to address the unique needs and personalities of her diverse client base, ensuring higher conversion rates and long-term relationships? (10 Marks)
Q2(A). Amazon has integrated advanced CRM tools into its personal selling and marketing strategy, using customer data to personalize recommendations, promotions, and communications. The system tracks purchase history, browsing habits, and feedback to tailor offers and anticipate needs. While this approach has led to high customer retention and satisfaction, some customers feel overwhelmed by constant recommendations, and there are concerns about over-reliance on automation versus human touch. Evaluate the effectiveness of Amazon’s CRM-driven personalized selling strategies in building long-term customer loyalty. Weigh the benefits and potential drawbacks from both the company’s and the customer’s perspectives, and justify what further steps Amazon could take to strengthen its competitive advantage through CRM. (5 Marks)
Q2(B). During the rollout of its new smart home devices, TechWave introduces strict policies: every team member has a clearly defined role, daily check-ins are mandatory, and performance is closely tracked against set metrics. While these measures aim to ensure alignment and timely execution, some employees express concerns about micromanagement and reduced autonomy. Evaluate the impact of implementing clear role definitions, daily check-ins, and performance metrics on team efficiency during TechWave’s product launch. How might these policies affect team morale and collaboration, and what adjustments would you recommend to balance structure with flexibility? (5 Marks)
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