ABC's of Relationship Selling ISE

Höfundur: Raj Agnihotri (Útgáfa: 14)
ABC's of Relationship Selling ISE

Kaup valmöguleikar

As selling continues to grow as a profession, the importance of professional sales education continues to increase in its acceptance and expansion within academia. This Release of ABC’s is specifically focused on the core principles of professional selling providing a step-by-step selling process that is universal in nature. This release streamlines the structure and contents to focus on contemporary professional selling, with an emphasis on current practices, and sharpens the focus on the business-to-business realm along with business-to-consumer context.

Apart from integrating a more contemporary, professional-selling-based approach, this Release aims to prepare the student for sales technology utilization. Boost engagement and hands-on learning of concepts and role-plays through the integrated technology of McGraw Hill's Connect. Connect features Video Capture powered by GoReact for presentation role-play practice, application-based activities for critical thinking development, and adaptive learning reinforcing core concepts among several others!.

Nánar um bókina

Útgefandi
McGraw-Hill Higher Education (International)
ISBN
9781265508067
Print ISBN
9781264927319
Format
ePub
Útgáfa
14
Höfundar
Raj Agnihotri
Tungumál
English
Útgefið
2025-07-01
Prent takmörkun á líftíma
100
Prent takmörkun
2
Afritunar takmörkun
2

Kaflar

  • Frontmatter
  • Cover Page
  • Introduction
  • Copyright
  • Dedication
  • About the Authors
  • Preface
  • ABC’s of Relationship Selling through Service, 2025 Release
  • There Is Much New About ABC’s 2025 Release
  • Examples of What’s New
  • New Additions, Expansions, and Reexaminations to the 2025 Release
  • The Uniqueness of ABC’s of Selling
  • ABC’s Approach
  • The Philosophy Behind This Book
  • Basic Organization of the Book
  • Special to the 2025 Release
  • Text and Chapter Pedagogy
  • Teaching and Learning Supplements
  • Online Learning Consortium-Aligned Courses
  • Proctorio
  • Connect Features
  • Acknowledgments
  • Contents in Brief
  • Table of Contents
  • The Illustrated Overview of Selling
  • Chapter 1: The Life, Times, and Career of the Professional Salesperson
  • Part 1: Selling as a Profession
  • Introduction
  • Everybody Sells!
  • Sales: A Valued Education Leading to Career Opportunity
  • Sales Plays an Important Role in Business and Marketing
  • What Is the Purpose of Business?
  • Marketing’s Definition
  • Essentials of a Firm’s Marketing Effort
  • Traditional View of Professional Selling
  • What Is Professional Selling?
  • Because Professionalism Matters8
  • Sales Professionalism in Action
  • Build a Professional Reputation
  • Understanding Your Buyer’s Expectations of Professionalism
  • The Core Principles of Professional Selling
  • Why Choose A Sales Career?
  • Service: Helping Others
  • A Variety of Sales Jobs Are Available
  • Freedom of Action: You’re on Your Own
  • Job Challenge Is Always There
  • Opportunities for Advancement Are Great
  • You Can Move Quickly into Management
  • Rewards: The Sky’s the Limit
  • Types of Sales Jobs—Which Is for You?
  • Selling for a Wholesaler
  • Nature of Interaction: Sales Jobs
  • Hunter vs. Farmer Roles
  • Order-Takers versus Order-Getters
  • Sales Is about Relationships, Helping Customers, and Problem Solving
  • What Does a Professional Salesperson Do?
  • Sales Jobs Are Different
  • Success in Selling—What Does It Take?
  • S—Service to Others
  • U—Use the Core Principles of Professional Selling
  • C—Communication Ability
  • C—Characteristics for the Job
  • E—Excels at Strategic Thinking
  • S—Sales Knowledge
  • S—Stamina for the Challenge
  • C—Characteristics for the Job
  • Caring, Joy, and Harmony
  • Patience, Kindness, and Ethics
  • Faithful, Fair, and Self-Control
  • The Future for Salespeople
  • Learning Selling Skills
  • Preparing for a Future in Sales
  • Technology and Information Build Relationships
  • Reflect Back
  • The Plan of This Textbook
  • Summary of Major Selling Issues
  • Quick Review for Students
  • Facing A Sales Challenge
  • Meeting A Sales Challenge
  • Key Terms for Selling
  • Sales Application Questions
  • Further Exploring The Sales World
  • Appendix A: Professional selling starts in the salesperson’s firm
  • Appendix B: The Core Principles of Professional Selling as Told by a Salesperson
  • The Core Principles of Professional Selling
  • Sales and Service Are Inseparable
  • To Serve, You Need Knowledge
  • Customers Notice Integrity
  • Personal Gain at Any Cost is not Your Mantra
  • Have an Attitude of Appreciation
  • The Core Principles Are Not
  • Corruptible They Are Not
  • Self-Serving They Are Not
  • Comprehensive They Are Not
  • Easy to Follow They Are Not
  • The Great Harvest Law of Sales
  • A Corny Example
  • The Common Denominator of Sales Success
  • Notes
  • Chapter 2: Ethics First . . . Then Customer Relationships
  • Introduction
  • What Influences Ethical Behavior?
  • The Individual’s Role
  • The Organization’s Role
  • The Society’s Role
  • Individual Guidelines for Making Ethical Decisions
  • What Does the Research Say?
  • The Core Principles Will Help
  • Management’s Ethical Responsibilities
  • What Is Ethical Behavior?
  • What Is an Ethical Dilemma?
  • Ethics in Dealing with Salespeople
  • Level of Sales Pressure
  • Decisions Affecting Territory
  • To Tell the Truth?
  • The III Salesperson
  • Employee Rights
  • Salespeople’s Ethics in Dealing with Their Employers
  • Misusing Company Assets
  • Moonlighting
  • Cheating
  • Technology Theft
  • Ethics in Dealing with Customers
  • Bribes
  • Misrepresentation
  • Price Discrimination
  • Tie-in Sales
  • Exclusive Dealership
  • Reciprocity
  • Sales Restrictions
  • Managing Sales Ethics
  • Follow the Leader
  • Leader Selection Is Important
  • Establish a Code of Ethics
  • Create Ethical Structures
  • Encourage Whistle-Blowing
  • Create an Ethical Sales Climate
  • Establish Control Systems
  • Ethics in Business and Sales
  • Helpful Hints in Making Career Decisions
  • Do Your Research!
  • Core Principles of Professional Selling
  • True Professionals Are Ethical
  • Summary of Major Selling Issues
  • Quick Review for Students
  • Facing A Sales Challenge
  • Meeting a Sales Challenge
  • Key Terms for Selling
  • Sales Application Questions
  • Further Exploring the Sales World
  • Selling Experiential Exercise
  • Ethical Work Climates
  • Case 2.1: Ethical Selling at Perfect Solutions: The Case of the Delayed Product
  • Ethical Selling at Perfect Solutions: The Case of the Delayed Product
  • Case 2.2: Sales Hype: To Tell the Truth or Stretch It, That Is the Question
  • Sales Hype: To Tell the Truth or Stretch It, That Is the Question
  • Case 2.3: Personal Decision-Making: Do Ethical Considerations Matter?
  • Personal Decision-Making: Do Ethical Considerations Matter?
  • Notes
  • Chapter 3: The Psychology of Selling: Why People Buy
  • Part 2 Preparation for Relationship Selling
  • Introduction
  • The Core Principles: Understanding Needs & Connecting Benefits
  • What Is a Customer? Two Categories of Customers
  • What Are Needs? What Types of Needs Exist?
  • How Do Needs Create a Motivation?
  • Three Levels of Needs
  • You Can Classify Buying Situations: B2C and B2B
  • Some Decisions Are Routine
  • Some Decisions Are Limited
  • Some Decisions Are Extensive
  • Business and Consumer Buying Journeys
  • Organizational Buying Decision Process
  • Factors Influencing Organizational Buying Process
  • Consumer Buying Decision Process
  • Need Arousal
  • Collection of Information
  • Information Evaluation
  • Purchase Decision
  • Postpurchase
  • Understanding Needs: The Key to Helping Customers
  • A FABulous Approach to Buyer Need Satisfaction
  • The Product’s Features: So What?
  • The Product’s Advantages: Prove It!
  • The Product’s Benefits: What’s in It for Me?
  • The FAB Sequence: A Method to Communicate Benefits
  • The Trial Close—A Great Way to Uncover Needs and SELL
  • SELL Sequence
  • EXAMPLE
  • EXAMPLE
  • Summary of Major Selling Issues
  • Quick Review for Students
  • Facing A Sales Challenge
  • Meeting a Sales Challenge
  • Key Terms for Selling
  • Sales Application Questions
  • Further Exploring the Sales World
  • Student Application Learning Exercises (Sales)
  • SALE 1 of 7—Chapter 3
  • Selling Experiential Exercise
  • Is Organizational Selling for You?
  • CASE 3.1 Economy Ceiling Fans, Inc.
  • Economy Ceiling Fans, Inc.
  • CASE 3.2: Jackson Ceiling Fans
  • Jackson Ceiling Fans
  • CASE 3.3: Tech Corporation
  • Tech Corporation
  • CASE 3.4: McDonald’s Ford Dealership
  • McDonald’s Ford Dealership
  • Notes
  • Chapter 4: Communication for Relationship Building: It’s Not All Talk
  • Introduction
  • The Core Principles: Communication
  • Communication: It Takes Two
  • Virtual Communication
  • Salesperson–Buyer Communication Process Requires Feedback
  • The Buyer’s Personality Should Be Considered
  • Self-Concept
  • Adaptive Selling Based on Buyer’s Personality Style
  • Personality Typing
  • Adapt Your Presentation to the Buyer’s Style
  • Nonverbal Communication Learn from It
  • Communication Through the Handshake
  • Mirroring and Mimicry
  • Concept of Space
  • Communication Through Appearance
  • Body Language Gives You Clues
  • Communication: Improve Your Encoding and Decoding
  • Encoding: The Sender’s Professional Communication
  • Decoding a Sales Conversation: Listen Carefully
  • The Three Levels of Listening
  • Active Listening: Listen to Words, Feelings, and Thoughts
  • Summary of Major Selling Issues
  • Quick Review for Students
  • Facing A Sales Challenge
  • Meeting a Sales Challenge
  • Key Terms for Selling
  • Sales Application Questions
  • Further Exploring the Sales World
  • Selling Experiential Exercise
  • Listening Self-Inventory
  • What’s Your Style—Senser, Intuitor, Thinker, Feeler?
  • Part A: Questionnaire to Determine Your Style
  • Part B: Scoring Key to Determine Your Style
  • Classifying Total Scores
  • Part C: The Four Styles and Their Tendencies
  • Questions
  • CASE 4.1
  • Skaggs Manufacturing
  • CASE 4.2
  • Alabama Office Supply
  • Case 4.3
  • Vernex, Inc.
  • Appendix: Dress for Success
  • Women
  • Men
  • Notes
  • Chapter 5: Sales Knowledge: Customers, Products, Technologies
  • Introduction
  • The Core Principles: Knowledge
  • Sources of Sales Knowledge
  • Why Is Salesperson Knowledge Important?
  • The Buyer Expects a Knowledgeable Salesperson
  • Knowledge Increases the Buyer’s Confidence
  • Knowledge Increases Personal Confidence
  • Knowledge Demonstrates That the Salesperson Cares about the Buyer’s Needs
  • Know Your Customers
  • Know Your Company
  • General Company Information
  • Know Your Product
  • Know Your Channels of Distribution
  • Know Your Product’s Pricing and Discount Policies
  • Know Your Competition, Industry, and Economy
  • Know How to Help Your Customers Resell Your Product
  • Advertising, Sales Promotions, and Premiums
  • Technology and Selling
  • Knowledge of Technology Enhances Sales and Customer Service
  • The Cloud: Mobility and Access
  • Sales Enablement
  • Sales Content Management Software (CMS)
  • Conversational Intelligence Software
  • Customer Order Processing and Service Support
  • Technology Etiquette
  • Email (Electronic Mail)
  • Netiquette
  • Cell Phones
  • Voice Mail
  • Text Messages
  • Speakerphones and Conference Calls
  • Tips for Effective Video Meetings
  • Summary of Major Selling Issues
  • Quick Review for Students
  • Facing a Sales Challenge
  • Meeting a Sales Challenge
  • Key Terms for Selling
  • Sales Application Questions
  • Selling Experiential Exercise
  • How Is Your Self-Confidence?
  • Case 5.1: Claire Cosmetics
  • Claire Cosmetics
  • Case 5.2: McBath Womens Apparel
  • McBath Women’s Apparel
  • Case 5.3: Electric Generator Corporation
  • Electric Generator Corporation
  • Case 5.4: Franks Drilling Service
  • Frank’s Drilling Service
  • Case 5.5: FruitFresh, Inc.
  • FruitFresh, Inc.
  • Appendix: Sales Arithmetic and Pricing
  • Types of Prices
  • Discounts Lower the Price
  • Quantity Discounts: Buy More, Pay Less
  • Cash Discounts Entice the Customer to Pay on Time
  • Trade Discounts Attract Channel Members’ Attention
  • Consumer Discounts Increase Sales
  • Resellers: Markup and Profit
  • Markup and Unit Price
  • Markup and Return on Investment
  • Organizations: Value And Roi
  • Compare Product Costs to True Value
  • Unit Costs Break Down Price
  • ROI Is Listened To
  • Types of Advertising Differ
  • Why Spend Money on Advertising?
  • Sales Promotion Generates Sales
  • Point-of-Purchase Displays: Get Them Out There
  • Shelf Positioning Is Important to Your Success
  • Premiums
  • Key Terms for Selling
  • Sales Application Questions
  • Student Application Learning Exercises (Sales)
  • SALE 2 of 7—Chapter 5
  • Notes
  • Chapter 6: Prospecting—The Lifeblood of Selling
  • Part 3: The Relationship Selling Process
  • Introduction
  • The Sales Process Has 10 Steps
  • The Core Principles: Prospecting
  • Prospecting—The Lifeblood of Selling
  • Why Is Prospecting Important to a Business?
  • The Prospecting Process
  • Prospecting is an Ongoing Process
  • Planning a Prospecting Strategy
  • Prospecting Methods
  • Prospecting on the Web
  • Cold Canvassing
  • Endless Chain Customer Referral
  • Orphaned Customers
  • Getting Published
  • Public Exhibitions and Demonstrations
  • Center of Influence
  • Direct Mail
  • Telemarketing
  • Inside Sales
  • Networking
  • Prospecting Guidelines
  • Referrals Used in Most Prospecting Methods
  • The Referral Cycle
  • The Parallel Referral Sale
  • The Secret Is to Ask Correctly
  • The Preapproach
  • The Presentation
  • Product Delivery
  • Service and Follow-Up
  • Don’t Mistreat the Referral
  • Call Reluctance Costs You Money!
  • Obtaining the Sales Interview
  • The Benefits of Appointment Making
  • Applying CRM Technology to Prospecting
  • Lead Generation and Tracking via Marketing Automation
  • Contact Management
  • Lead Scoring
  • Data Integration and Learning
  • Pipeline Management
  • How is Prospecting Changing?
  • Social Selling
  • Social Listening
  • Sales Pipeline and Sales Funnel
  • Insight into the Sales Funnel
  • Summary of Major Selling Issues
  • Quick Review for Students
  • Facing A Sales Challenge
  • Meeting A Sales Challenge
  • Key Terms For Selling
  • Sales Application Questions
  • Further Exploring the Sales World
  • Selling Experiential Exercise
  • Your Attitude toward Selling
  • Case 6.1: Canadian Equipment Corporation
  • Canadian Equipment Corporation
  • Case 6.2: Montreal Satellites
  • Montreal Satellites
  • Case 6.3: PizzaMunch and Social Listening Part 1
  • PizzaMunch and Social Listening Part 1
  • Social Listening Part 2
  • Case 6.4: Conducting Research to Learn about Leads
  • Conducting Research to Learn about Leads
  • Notes
  • Chapter 7: Planning the Sales Call Is a Must!
  • Introduction
  • Strategic Customer Sales Planning—The Preapproach
  • The Strategic Customer Relationship Model and Solutions
  • Strategic Needs
  • Creative Solutions
  • Mutually Beneficial Agreements
  • Elements of Sales Call Planning
  • Why Does Preparation Matter?
  • Begin Your Plan with Purpose
  • Achieve Your Purpose by Planning and Focusing on Today
  • The Value of Planning and Achieving Success
  • What Is Success?
  • Successful but No Sale
  • Empathizing with the Buyer. Learning from an Experienced Buyer, Matthew Leiseth
  • SUMMARY OF MAJOR SELLING ISSUES
  • Quick Review for Students
  • FACING A SALES CHALLENGE
  • Meeting a Sales Challenge
  • Key Terms for Selling
  • SALES APPLICATION QUESTIONS
  • FURTHER EXPLORING THE SALES WORLD
  • SELLING EXPERIENTIAL EXERCISE
  • SMART Course Objective Setting
  • Student Application Learning Exercises (Sales)
  • SALE 3 of 7—Chapter 7
  • Case 7.1 Ms. Hansen’s Mental Steps in Buying Your Product
  • Ms. Hansen’s Mental Steps in Buying Your Product
  • Case 7.2: Machinery Lubricants, Inc.
  • Machinery Lubricants, Inc.
  • Case 7.3: Telemax, Inc.
  • Telemax, Inc.
  • Notes
  • Chapter 8: Carefully Select Which Sales Presentation Method to Use
  • Introduction
  • The Core Principles: Presentation and Discussion
  • Sales Presentation Strategy
  • Sales Presentation Methods—Select One Carefully
  • The Memorized Sales Presentation
  • The Formula Presentation
  • The Need-Satisfaction Presentation
  • The Problem–Solution Presentation
  • What Is the Best Presentation Method?
  • Areas to Consider in Any Sales Presentation Method
  • Asking Great Questions
  • Listen More Than You Talk
  • Combining Your Listening and Questioning Skills
  • Storytelling in Sales
  • The Group Presentation
  • Give a Proper Introduction
  • Establish Credibility
  • Provide an Account List
  • State Your Competitive Advantages
  • Give Quality Assurances and Qualifications
  • Cater to the Group’s Behavioral Style
  • Negotiating So Everyone Wins
  • Phases of Negotiation
  • Sales Presentations Go High-Tech
  • Select the Presentation Method, Then the Approach
  • Summary of Major Selling Issues
  • Quick Review for Students
  • Facing A Sales Challenge
  • Meeting A Sales Challenge
  • Key Terms For Selling
  • Sales Application Questions
  • Further Exploring The Sales World
  • Selling Experiential Exercise
  • What Are Your Negotiation Skills?
  • Case 8.1: Cascade Soap Company
  • Cascade Soap Company
  • Case 8.2: Presenting to an Organizational Buyer
  • Presenting to an Organizational Buyer
  • Notes
  • Chapter 9: Begin Your Presentation Strategically
  • Introduction
  • The Core Principles: The Approach
  • What Is the Approach?
  • The Right to Approach
  • The Approach—Opening the Sales Presentation
  • Your Attitude During the Approach
  • Why Are First Impressions Important?
  • How to Make a Good First Impression?
  • Small Talk Warms ’em Up
  • Approach Techniques and Objectives
  • The Situation Determines the Approach
  • Opening with Statements
  • Opening with Questions
  • Using Questions Results in Sales Success
  • Three Rules for Using Questions
  • The Nondirective Question
  • The Direct Question
  • The Rephrasing Question
  • The Redirect Question
  • Is the Prospect Still Not Listening?
  • Demonstration Openings
  • Transitions: Maintain Conversational Flow
  • Summary of Major Selling Issues
  • Quick Review for Students
  • Facing A Sales Challenge
  • Meeting A Sales Challenge
  • Key Terms for Selling
  • Sales Application Questions
  • Further Exploring the Sales World
  • Student Application Learning Exercises (Sales)
  • SALE 4 of 7–Chapter 9
  • Case 9.1: The Thompson Company
  • The Thompson Company
  • Case 9.2: The Copy Corporation
  • The Copy Corporation
  • Case 9.3: Electronic Office Security Corporation
  • Electronic Office Security Corporation
  • Case 9.4: Needs Discovery
  • Needs Discovery
  • Notes
  • Chapter 10: Elements of a Great Sales Presentation and Discussion
  • Introduction
  • Building a Trusting, Long-Term Relationship
  • An Overview of the Presentation and Discussion Section of the Sales Process
  • An Example
  • Three Essential Steps within the Presentation
  • Step 1
  • Step 2
  • Step 3
  • Remember Your FABs!
  • The SELL Sequence and Trial Close: The FAB + Trial Close
  • The Sales Presentation Mix
  • Logical and Professional Communication
  • Participation Is Essential to Success
  • Proof Statements Build Believability
  • The Guarantee
  • Testimonials
  • Company Proof Results
  • Independent Research Results
  • The Visual Presentation: A Tool to Improve Retention
  • Visual Aids Help Tell the Story
  • A Checklist for Visuals
  • Dramatization Improves Your Chances
  • George Wynn the Showman
  • Demonstrations Prove It
  • A Demonstration Checklist
  • Use Participation in Your Demonstration
  • Reasons for Using Visual Aids, Dramatics, and Demonstrations
  • Guidelines for Using Visual Aids, Dramatics, and Demonstrations
  • Technology Can Help!
  • Video Conferencing and Webinars
  • The Sales Presentation Goal Model
  • Be Prepared for Presentation Difficulties
  • How to Handle Interruptions
  • Dealing with Comments about the Competition
  • Summary of Major Selling Issues
  • Quick Review for Students
  • Facing A Sales Challenge
  • Meeting A Sales Challenge
  • Key Terms for Selling
  • Sales Application Questions
  • Further Exploring The Sales World
  • Student Application Learning Exercises (Sales)
  • SALE 5 of 7—Chapter 10
  • Case 10.1: Dyno Electric Cart Company
  • Dyno Electric Cart Company
  • Case 10.2: Dumping Inventory: Should This Be Part of Your Presentation?
  • Dumping Inventory: Should This Be Part of Your Presentation?
  • Notes
  • Chapter 11: Welcome Your Prospect’s Objections
  • Introduction
  • What Are Objections?
  • The Core Principles: Objections
  • Welcome Objections!
  • When Do Customers Express Objections?
  • Objections and the Sales Process
  • Understand Objections
  • Request for Information
  • A Condition
  • Major or Minor Objections
  • Practical or Psychological Objections
  • Six Major Categories of Objections
  • The Hidden Objection
  • The Stalling Objection
  • The No-Need Objection
  • The Money Objection
  • The Product Objection
  • The Source Objection
  • Basic Points: Meeting Objections and Assisting with Buyer’s Concerns
  • Plan for Objections
  • Anticipate and Forestall
  • Handle Objections as They Arise
  • Be Positive
  • Listen—Hear Them Out
  • Techniques for Meeting Objections
  • Primary Technique
  • Other Techniques
  • Let a Third Party Answer
  • Smoke Out Hidden Objections
  • Five-Question Sequence Method of Overcoming Objections
  • Rephrase an Objection as a Question
  • Feel-Felt-Found
  • Compensate for the Objection
  • Boomerang the Objection
  • Postpone the Objection
  • Dodge the Objection
  • Pass Up an Objection
  • Indirectly Deny the Objection
  • Directly Deny the Objection
  • After Meeting the Objection—What to Do?
  • First, Use a Trial Close—Ask for Opinion
  • Move Back into Your Presentation
  • Move to Close Your Sale
  • If You Cannot Overcome the Objection
  • Summary of Major Selling Issues
  • Quick Review for Students
  • Facing A Sales Challenge
  • Meeting A Sales Challenge
  • Key Terms For Selling
  • Sales Application Questions
  • Further Exploring The Sales World
  • Student Application Learning Exercises (Sales)
  • SALE 6 of 7—Chapter 11
  • Case 11.1
  • Ace Building Supplies
  • Case 11.2
  • Electric Generator Corporation (B)
  • Note
  • Chapter 12: Closing Begins the Relationship
  • Introduction
  • What Is Closing?
  • The Core Principles: Closing Serves the Customer
  • When Should I Attempt Closing?
  • What Makes Closing Difficult for Some Salespeople?
  • What Builds Confidence in Your Closing Abilities?
  • Enhancing Your Closing Ability: Tips for Success
  • Get Ready for Closing: Key Elements in the Closing Process
  • Reading Buying Signals
  • Did I Miss Anything? Reducing Buyer Concerns
  • Always Be Prepared. Become Proficient with Multiple Closing Techniques
  • Become Comfortable with Silence: Allow Your Buyer to Think about Their Decision
  • Closing Techniques
  • Summary-of-Benefits Close
  • Direct Close
  • Question Close
  • Probability or Rating Close
  • Negotiation Close
  • Technology Close
  • Visual Aids Close
  • After Closing, Discuss Action Steps
  • How Many Times Should You Close?
  • Example of Closing More Than Once
  • When You Do Not Make the Sale
  • Research Reinforces These Sales Success Strategies
  • Keys to Improved Selling
  • Summary of Major Selling Issues
  • Quick Review for Students
  • Facing a Sales Challenge
  • Meeting a Sales Challenge
  • Key Terms for Selling
  • Sales Application Questions
  • Further Exploring the Sales World
  • Student Application Learning Exercises (Sales)
  • SALE 7 of 7— Chapter 12
  • Case 12.1: Skaggs Omega
  • Skaggs Omega
  • Case 12.2: Central Hardware Supply
  • Central Hardware Supply
  • Case 12.3: Furmanite Service Company—A Multiple-Close Sequence
  • Furmanite Service Company—A Multiple-Close Sequence
  • Case 12.4: Steve Santana: Pressured to Close a Big Deal
  • Steve Santana: Pressured to Close a Big Deal
  • Appendix: Alternative Techniques
  • Assumptive Close
  • Alternative-Choice Close
  • Minor-Points Close
  • Compliment Close
  • Standing-Room-Only Close
  • Continuous-Yes Close
  • T-Account or Balance-Sheet Close
  • Note
  • Chapter 13: Service and Follow-Up for Customer Retention
  • Introduction
  • The Core Principles: Post-Sales Service
  • The Importance of Service and Follow-Up
  • What Is Customer Service and Satisfaction?
  • Expectations Determine Service Quality
  • Relationship Marketing and Customer Retention
  • Relationship Marketing
  • Customer Satisfaction Enables Retention
  • What Do Customers Expect of Salespeople?
  • How to Meet Service Expectations: Making Sure Everything Happens
  • So, How Does Service Increase Your Sales?
  • Follow-Up and Service: Its Connection to New Customers
  • Follow-Up and Service: Its Connection to More Business from Existing Customers
  • How to Enable Account Penetration and Development
  • Issues That Occur When Serving Customers
  • Some Products May Need to Be Returned
  • Handle Complaints Fairly
  • Develop Your Service Recovery Skills
  • Recognize That You May Lose a Customer
  • Recognize the Customer May Be Wrong. But Don’t Give Up on the Relationship
  • The Path to Sales Success: Seek, Focus, Ask, Serve
  • Technology Aids Salesperson’s Post-Sale Service Behaviors
  • Summary of Major Selling Issues
  • Quick Review for Students
  • Facing a Sales Challenge
  • Meeting a Sales Challenge
  • Key Terms for Selling
  • Sales Application Questions
  • Further Exploring the Sales World
  • Selling Experiential Exercise
  • What’s Your Attitude toward Customer Service?
  • Case 13.1: California Adhesives Corporation
  • California Adhesives Corporation
  • Case 13.2: Sport Shoe Corporation
  • Sport Shoe Corporation
  • Case 13.3: Wingate Paper
  • Wingate Paper
  • Appendix 1: Building Business Relationships
  • Building a Long-Term Business Friendship
  • Words of Sales Wisdom
  • Sales Proverbs
  • Knowledge versus Wisdom
  • Wisdom Is Learned
  • True Caring Builds Relationships and Sales
  • Appendix 2: Relationship Selling Framework
  • The Parallel Dimensions of Selling
  • The Sales Presentation and Techniques (A Review of the Process)
  • Your Sales Presentation
  • The Approach
  • Elements of the Presentation
  • Welcome Objections!
  • Closing
  • Solving a Buyer’s Problem Makes Sense
  • Practice and Time
  • Appendix 3: Key Elements of the Sales Process
  • Applying Your Sales Knowledge
  • What Are Customers: B2B and B2C?
  • What Are Needs?
  • Understanding Needs: The Key to Helping Customers
  • Elements of Sales Call Planning
  • Approach
  • Presentation and Discussion
  • Step 1
  • Step 2
  • Step 3
  • Communicating Your Solution
  • Objections
  • Basic Points: Meeting Objections and Assisting with Buyer’s Concerns
  • Primary Technique
  • Other Techniques
  • What Is Closing?
  • Closing Techniques
  • Post-Sales Service
  • What Do Customers Expect from Salespeople?
  • Appendix 4: Apply Your Skills: Sales Role-Plays
  • Role-Play One: Consumer Sales
  • Product Description
  • Category/Segment Performance
  • Item Fit and Uniqueness
  • Introductory Promotional Period (IPP)
  • Sales Objectives
  • Product Discussion
  • Marketing Plan
  • Business Plan
  • Role-Play Two: Distributor Sales
  • Information on Greg Johnson
  • Annual Call Report Summary (Prior Year) Sales Representative: Alex Jones Client: Greg Johnson (Urban Properties)
  • Your Sales Call
  • Product discussion
  • Marketing plan discussion
  • Business Proposition Discussion
  • Role-Play Three: Business-to-Business
  • Travel Xpress—A Small Business
  • Preparation for the Sales Call
  • Minolta Product Discussion
  • Minolta Marketing Plan
  • Minolta Business Plan
  • Price Breakdown—60,000 Copies a Year (*5-Year Life of Copier = 300,000 Copies Over Product Life)
  • Role-Play Four: Business-to-Business Sales XDT’s RoboPhone+ (XDT)
  • Your Role
  • Company Background
  • Sales Division at Travolta
  • Sales Opportunity
  • Further Research
  • Current Situation
  • Features and Functions of RoboPhone+
  • Pricing
  • Role Play Five (Part One): Consumer Packaged Goods Sales
  • About Super-Club
  • Sales Objectives
  • Role Play Five (Part Two): Consumer Packaged Goods Sales
  • Pizza-Munch Market Share in Super-Club
  • Super-Club Pizza Category Performance* (all pizza sales) after Introduction of PizzaMunch
  • Role Play Five (Part Three): Consumer Packaged Goods Sales Business Review
  • Your product
  • Key Consumer Trends (Source: Ag-Kru Internal Market Research)
  • PizzaMunch Flavors (8 varieties)
  • PizzaMunch Packings
  • Packings and UNIT Sales Growth of PizzaMunch (Second 5 Month Period Compared Against First 5-Month Period)
  • Packings and DOLLAR Sales Growth of PizzaMunch (Second 5-month period compared against first 5-month period)
  • Updated Consumer Taste Panel (PizzaMunch vs. competitive offerings in each class of trade) Completed within Past Month
  • Percentage Sales Increases (Second 5-month period compared against first 5-month period) for PizzaMunch (ALL varieties/packings) (Grocery Stores—Based on Region)
  • Percentage Sales Increases (Second 5-month period compared against first 5-month period) for PizzaMunch (ALL varieties/packings) (Super-Club Stores—Based on Region)
  • Overlap Analysis (PizzaMunch’s impact on Super-Club private label pizza market share) (First 5-month period compared against second 5-month period)
  • Role-Play Six (Part One): Business-to-Business
  • Technology Sales Overview
  • Your Product
  • Sales Scenario
  • Your Customer: ABC Industries, Inc.
  • Internal Data
  • Your Pre-Call Research
  • Role-Play Six (Part Two): Business-to-Business
  • Prospecting and Technology Sales
  • Overview
  • Background
  • Role-Play Six (Part Three): Business-to-Business
  • Technology Sales Overview
  • Background
  • Sales scenario
  • Four Options
  • Notes
  • Chapter 14: Time, Territory, and Self-Management: Keys to Success
  • Part 4: Introduction
  • Introduction
  • The Core Principles: Time
  • The Management of Time
  • Plan by the Day, Week, and Month
  • Qualify the Prospect
  • Use Waiting Time
  • Have a Productive Lunchtime
  • Records and Reports
  • Return on Time Invested
  • Customers Form Sales Territories
  • Why Establish Sales Territories?
  • Why Sales Territories May Not Be Developed
  • Elements of Territory Management
  • Salesperson’s Sales Quota
  • Account Analysis
  • Develop Account Objectives and Sales Quotas
  • Sales-Call Allocation
  • Customer Sales Planning
  • Scheduling and Routing
  • Territory and Customer Evaluation
  • Technology Use Can Enhance Time Efficiency
  • Using Technology for Territory Management Activities
  • Using Technology for Nonselling Activities
  • Self-Management
  • Personal Time Management
  • What Might Your Sales Manager Tell You?
  • Executive Presence
  • Emotional Intelligence
  • Networking
  • How Are Salespeople Compensated?
  • Straight Salary Plan
  • Commission Plans
  • Combination Plans
  • Bonus: Individual and Group
  • Across-the-Board Bonus
  • Performance Bonus
  • Sales Contests
  • Nonfinancial Awards
  • Salary and Benefits
  • What’s Happening in Sales
  • Artificial intelligence and predictive analytics
  • Inside sales provides an interesting growth opportunity
  • Will marketing and sales departments integrate a little more?
  • An ever-evolving buyer
  • Customer-focused, value-creating, adaptable salespeople
  • Summary of Major Selling Issues
  • Quick Review for Students
  • Facing a Sales Challenge
  • Meeting a Sales Challenge
  • Key Terms for Selling
  • Sales Application Questions
  • Selling Experiential Exercise
  • Further Exploring the Sales World
  • Case 14.1: Your Selling Day: A Time and Territory Game*
  • Your Selling Day: A Time and Territory Game*
  • Case 14.2: Sally Malone’s District—Development of an Account Segmentation Plan
  • Sally Malone’s District—Development of an Account Segmentation Plan
  • Notes
  • Appendix
  • Appendix
  • Sell Yourself on a Job Interview
  • Recruiter
  • Résumé
  • Personal Business Card
  • Portfolio
  • I Want the Job
  • Grade Beginning and Ending
  • Follow-Up
  • You Are Selling
  • Sales Call Objective
  • Futrell’s Closing Sequence
  • Résumé, Follow-Up Letter, and Email
  • Résumé Checklist
  • Other Tips
  • Appearance Checklist
  • Action Verbs
  • Résumé Formats
  • Chronological Résumés
  • Scannable Résumé
  • Written Communication Is an Excellent Sales Tool
  • Return Address
  • Inside Address
  • Salutation
  • Body
  • Complimentary Close
  • Signature
  • Enclosure Notation
  • Thank-You Letters Are Important
  • Email Messages
  • To Line
  • From Line
  • Cc
  • Subject
  • Salutation
  • Message
  • Closing
  • How to Create a Portfolio
  • Top Six Reasons to Have a Portfolio
  • Where to Begin
  • Organize Your Portfolio
  • Finishing Touches
  • How Do I Use My Portfolio during the Interview Process?
  • Note
  • Glossary
  • Glossary Of Selling Terms
  • A
  • B
  • C
  • D
  • E
  • F
  • G
  • H
  • I
  • J–K
  • L
  • M
  • N
  • O
  • P
  • Q
  • R
  • S
  • T
  • U
  • V
  • W–Z
  • Index
  • Index
  • A
  • B
  • C
  • D
  • E
  • F
  • G
  • H
  • I
  • J
  • K
  • L
  • M
  • N
  • O
  • P
  • Q
  • R
  • S
  • T
  • U
  • V
  • W
  • X
  • Z
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