Sales and Operations Report: M&S Case Study and Analysis

This report provides an analysis of the sales and operations of Marks & Spencer (M&S). It begins with an overview of M&S, including its history, financial performance, and key objectives. The report highlights the company's focus on quality, new product development, and customer base enhancement. The core of the report focuses on the selling process, emphasizing the importance of active listening, understanding customer needs, and building strong customer relationships. It covers the key elements of a sales message, the significance of first impressions, and the importance of customer satisfaction. The report also references relevant academic sources to support its findings. This report is a comprehensive examination of M&S's sales and operational strategies, offering valuable insights into the company's approach to business and customer engagement.

SALES PLANNING
AND OPERATIONS

OBJECTIVES
• To focus on quality aspects so that business success ratio can be
enhanced.
• To enhance the profitability factor of M&S through development of
new products.
• To amend the customer base ratio.

BRIEF HISTORY
• Marks and Spencer plc is a British multinational retail company
founded by Michael Marks in 1884 in United Kingdom.
• The company has specialization in the field of clothing, luxury food
and home products.
• According to the facts and figures, the total revenue recorded by 2016
was £10,555.4 million.
• In 1998, M&S became the first retailer of British to make a pre-tax
profit of over £1 billion.

SELLING PROCESS
• Selling is 60% listening and
40% talking.
• The main aim while having
conversation with the
customer is to understand how
can you help out customer.

CONTINUED....
• A sales message is constitutes
two sentences:
• 1. Why customers should hire
you?
• 2. How you are better than
others?
• Customers does not care about
you,they care is only their
business.

CONTINUED....
• Your reputation always
precedes you.
• First impression is the last
impression.

CONTINUED....
• Selling of product is all about
relationship building.
• Customer satisfaction is the
most important aspect.

ANY QUESTIONS ?

REFERENCES
Books and Journals
Cummins, S., Peltier, J. W. and Dixon, A., 2016. Omni-channel
research framework in the context of personal selling and sales
management: A review and research extensions. Journal of Research in
Interactive Marketing. 10(1). pp.2-16.
McClaren, N., 2013. The personal selling and sales management ethics
research: Managerial implications and research directions from a
comprehensive review of the empirical literature. Journal of business
ethics. 112(1). pp.101-125.

THANK YOU