CART

(0) items

ABC's of Relationship Selling w/ACT! Express CD-ROM,9780072930221
This item qualifies for
FREE SHIPPING!
FREE SHIPPING OVER $59!

Your order must be $59 or more, you must select US Postal Service Shipping as your shipping preference, and the "Group my items into as few shipments as possible" option when you place your order.

Bulk sales, PO's, Marketplace Items, eBooks, Apparel, and DVDs not included.

ABC's of Relationship Selling w/ACT! Express CD-ROM

by
Edition:
8th
ISBN13:

9780072930221

ISBN10:
0072930225
Format:
Paperback
Pub. Date:
5/21/2004
Publisher(s):
MCG (Manual)

Questions About This Book?

What version or edition is this?
This is the 8th edition with a publication date of 5/21/2004.
What is included with this book?
  • The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any CDs, lab manuals, study guides, etc.

Related Products


  • ABC's of Relationship Selling through Service
    ABC's of Relationship Selling through Service
  • ABC's of Relationship Selling Through Service
    ABC's of Relationship Selling Through Service
  • ABC's of Relationship Selling w/ACT! Express CD-ROM
    ABC's of Relationship Selling w/ACT! Express CD-ROM
  • ABCs of Relationship Selling
    ABCs of Relationship Selling
  • MP ABCs of Relationship Selling w/ ACT! Express CD
    MP ABCs of Relationship Selling w/ ACT! Express CD





Table of Contents

PART I SELLING AS A PROFESSION
The Life, Times, and Career of the Professional Salesperson
4(40)
What Is the Purpose of Business?
5(1)
Marketing's Definition
5(1)
Essentials of a Firm's Marketing Effort
6(1)
Product: It's More Than You Think
6(1)
Price: It's Important to Success
6(1)
Distribution: It Has to Be Available
7(1)
Promotion: You Have to Tell People about It
7(1)
What Is Selling?
7(1)
Personal Selling Today
7(2)
How Some Salespeople Are Viewed
8(1)
What About You?
8(1)
A New Definition of Personal Selling
9(1)
Think of Your Grandmother
9(1)
The Golden Rule of Personal Selling
10(1)
Salesperson Differences
11(1)
Everybody Sells!
11(1)
What Salespeople Are Paid to Do
12(1)
Why Choose a Sales Career?
12(7)
Service: Helping Others
13(1)
A Variety of Sales Jobs Are Available
13(3)
Freedom of Action: You're on Your Own
16(1)
Job Challenge Is Always There
16(1)
Opportunities for Advancement Are Great
17(1)
Rewards: The Sky's the Limit
18(1)
You Can Move Quickly into Management
19(1)
Is a Sales Career Right for You?
19(1)
A Sales Manager's View of the Recruit
19(1)
Success in Selling---What Does It Take?
20(3)
S---Success Begins with Love
20(1)
S---Service to Others
21(1)
U---Use the Golden Rule of Selling
21(1)
C---Communication Ability
21(1)
C---Characteristics for the Job
21(1)
E---Excels at Strategic Thinking
21(1)
S---Sales Knowledge at the M.D. Level
21(1)
S---Stamina for the Challenge
21(2)
C---Characteristics for the Job Examined
23(2)
Caring, Joy, and Harmony
23(1)
Patience, Kindness, and Moral Ethics
24(1)
Faithful, Fair, Self-Controlled
24(1)
Do Success Characteristics Describe You?
25(1)
Relationship Selling
26(1)
Sales Jobs Are Different
27(1)
What Does a Professional Salesperson Do?
27(3)
Reflect Back
30(1)
The Future for Salespeople
30(2)
Learning Selling Skills
30(1)
Preparing for the 21st Century
31(1)
E-Selling: Technology Used by Salespeople
32(1)
Selling Is for Large and Small Organizations
32(1)
The Plan of this Textbook
33(1)
Building Relationships through the Sales Process
34(1)
Summary of Major Selling Issues
34(2)
Key Terms for Selling
36(1)
Sales Application Questions
36(1)
Further Exploring the Sales World
36(1)
Selling Experiential Exercise: Are You a Global Traveler?
37(1)
Crossword of Selling Terms
38
What They Didn't Teach Us in Sales Class
37(4)
Appendix: The Golden Rule of Personal Selling as Told by a Salesperson
41(3)
Ethics First . . . Then Customer Relationships
44(40)
Social, Ethical, and Legal Influences
45(1)
Management's Social Responsibilities
46(3)
Organizational Stakeholders
46(1)
An Organization's Main Responsibilities
47(1)
How to Demonstrate Social Responsibility
48(1)
What Influences Ethical Behavior?
49(2)
The Individual's Role
49(1)
The Organization's Role
50(1)
Are There Any Ethical Guidelines?
51(3)
What Does the Research Say?
51(1)
What Does One Do?
51(1)
Is Your Conscience Reliable?
51(1)
Sources of Significant Influence
52(1)
Three Guidelines for Making Ethical Decisions
53(1)
Will the Golden Rule Help?
53(1)
Management's Ethical Responsibilities
54(2)
What Is Ethical Behavior?
55(1)
What Is an Ethical Dilemma?
55(1)
Ethics in Dealing with Salespeople
56(4)
Level of Sales Pressure
56(1)
Decisions Affecting Territory
56(1)
To Tell the Truth?
57(1)
The ILL Salesperson
57(1)
Employee Rights
58(2)
Salespeople's Ethics in Dealing with Their Employers
60(1)
Misusing Company Assets
60(1)
Moonlighting
60(1)
Cheating
61(1)
Affecting Other Salespeople
61(1)
Technology Theft
61(1)
Ethics in Dealing with Customers
61(6)
Bribes
61(1)
Misrepresentation
62(4)
Price Discrimination
66(1)
Tie-in Sales
67(1)
Exclusive Dealership
67(1)
Reciprocity
67(1)
Sales Restrictions
67(1)
The International Side of Ethics
67(1)
Managing Sales Ethics
68(2)
Follow the Leader
68(1)
Leader Selection Is Important
69(1)
Establish a Code of Ethics
69(1)
Create Ethical Structures
69(1)
Encourage Whistle-Blowing
69(1)
Create an Ethical Sales Climate
70(1)
Establish Control Systems
70(1)
Ethics in Business and Sales
70(3)
Helpful Hints to Making Career Decisions
71(1)
Do Your Research!
71(2)
The Tree of Business Life
73(1)
Ethics Rule Business
74(1)
Summary of Major Selling Issues
74(1)
Key Terms for Selling
75(1)
Sales Application Questions
75(1)
Further Exploring the Sales World
76(1)
Selling Experiential Exercises
76(1)
Ethical Work Climates
76(1)
How Ethical Are You?
77(1)
Crossword of Selling Terms
78(1)
Ethical Selling at Perfect Solutions: The Case of the Delayed Product
79(1)
Sales Hype: To Tell the Truth or Stretch It, That Is the Question
80(4)
PART II PREPARATION FOR RELATIONSHIP SELLING
The Psychology of Selling: Why People Buy
84(36)
The Tree of Business Life: Benefits
85(1)
Why People Buy---The Black Box Approach
85(1)
Psychological Influences on Buying
86(2)
Motivation to Buy Must Be There
86(1)
Economic Needs: The Best Value for the Money
86(2)
Awareness of Needs: Some Buyers Are Unsure
88(1)
A FABulous Approach to Buyer Need Satisfaction
88(3)
The Product's Features: So What?
88(1)
The Product's Advantages: Prove It!
89(1)
The Product's Benefits: What's in It for Me?
89(1)
Order Can Be Important
90(1)
How to Determine Important Buying Needs---A Key to Success
91(2)
The Trial Close---A Great Way to Uncover Needs and SELL
93(1)
SELL Sequence
94(2)
Your Buyer's Perception
96(1)
Perceptions, Attitudes, and Beliefs
97(2)
Example of a Buyer's Misperceptions
98(1)
The Buyer's Personality Should Be Considered
99(1)
Self-Concept
99(1)
Adaptive Selling Based on Buyer's Style
99(4)
Personality Typing
100(1)
Adapt Your Presentation to the Buyer's Style
100(3)
What Is Your Style?
103(1)
You Can Classify Buying Situations
103(1)
Some Decisions Are Routine
103(1)
Some Decisions Are Limited
104(1)
Some Decisions Are Extensive
104(1)
Technology Provides Information
104(1)
View Buyers as Decision-Makers
105(4)
Need Arousal
106(1)
Collection of Information
106(1)
Information Evaluation
106(1)
Purchase Decision
107(1)
Postpurchase
108(1)
Satisfied Customers Are Easier to Sell To
109(1)
To Buy or Not to Buy---A Choice Decision
109(2)
Summary of Major Selling Issues
111(1)
Key Terms for Selling
112(1)
Sales Application Questions
112(3)
Further Exploring the Sales World
115(1)
Student Application Learning Exercises (SALES)
116(1)
SALE 1 of 7---Chapter 3
116(1)
Selling Experiential Exercise: Is Organizational Selling for You?
116(1)
Crossword of Selling Terms
117(1)
Economy Ceiling Fans, Inc.
118(1)
McDonald's Ford Dealership
118(2)
Communication for Relationship Building: It's Not All Talk
120(32)
The Tree of Business Life: Communication
121(1)
Communication: It Takes Two
122(2)
Salesperson-Buyer Communication Process Requires Feedback
122(2)
Nonverbal Communication: Watch for It
124(2)
Concept of Space
124(2)
Communication through Appearance and the Handshake
126(3)
Body Language Gives You Clues
129(3)
Barriers to Communication
132(2)
Master Persuasive Communication to Maintain Control
134(8)
Feedback Guides Your Presentation
135(1)
Remember the Trial Close
136(1)
Empathy Puts You in Your Customer's Shoes
136(1)
Keep It Simple
136(1)
Creating Mutual Trust Develops Friendship
137(1)
Listening Clues You In
137(4)
Your Attitude Makes the Difference
141(1)
Proof Statements Make You Believable
141(1)
Summary of Major Selling Issues
142(1)
Key Terms for Selling
143(1)
Sales Application Questions
143(1)
Further Exploring the Sales World
144(1)
Selling Experiential Exercise: Listening Self-Inventory
145(1)
Appendix: Dress for Success . . . and to Impress for Business Professional and Casual Occasions!
146(4)
Crossword of Selling Terms
150(1)
Skaggs Manufacturing
151(1)
Sales Knowledge: Customers, Products, Technologies
152(44)
The Tree of Business Life: Knowledge
153(1)
Sources of Sales Knowledge
153(1)
Knowledge Builds Relationships
154(1)
Knowledge Increases Confidence in Salespeople . . .
154(1)
. . . and in Buyers
154(1)
Relationships Increase Sales
155(1)
Know Your Customers
155(1)
Know Your Company
155(1)
General Company Information
156(1)
Know Your Product
156(1)
Know Your Resellers
157(1)
Advertising Aids Salespeople
157(3)
Types of Advertising Differ
159(1)
Why Spend Money on Advertising?
160(1)
Sales Promotion Generates Sales
160(2)
Point-of-Purchase Displays: Get Them Out There
160(1)
Shelf Positioning Is Important to Your Success
161(1)
Premiums
161(1)
What's It Worth? Pricing Your Product
162(1)
Know Your Competition, Industry, and Economy
163(1)
Personal Computers and Selling
164(1)
Knowledge of Technology Enhances Sales and Customer Service
165(5)
Personal Productivity
166(3)
Communications with Customers and Employer
169(1)
Customer Order Processing and Service Support
170(1)
Sales: Internet and the World Wide Web
170(1)
The Internet
170(1)
World Wide Web
171(1)
Global Technology Provides Service
171(1)
Technology Etiquette
172(2)
Netiquette
172(1)
Cell Phones
173(1)
Voice Mail
174(1)
Faxes
174(1)
Speakerphones and Conference Calls
174(1)
Pagers
174(1)
Summary of Major Selling Issues
174(1)
Key Terms for Selling
175(1)
Sales Application Questions
175(1)
Further Exploring the Sales World
176(1)
Selling Experiential Exercise: How Is Your Self-Confidence?
177(1)
Crossword of Selling Terms
178(2)
Appendix: Sales Arithmetic and Pricing
180(8)
Key Terms for Selling
188(1)
Sales Application Questions
189(1)
Student Application Learning Exercises (SALES)
190(1)
SALE 2 of 7---Chapter 5
190(1)
Claire Cosmetics
190(1)
McBath Women's Apparel
191(1)
Electric Generator Corporation
192(1)
Frank's Drilling Service
193(3)
PART III THE RELATIONSHIP SELLING PROCESS
Prospecting---The Lifeblood of Selling
196(28)
The Tree of Business Life: Prospecting
197(1)
The Sales Process Has 10 Steps
198(1)
Steps before the Sales Presentation
198(1)
Prospecting---The Lifeblood of Selling
199(1)
Where to Find Prospects
200(1)
Planning a Prospecting Strategy
200(1)
Prospecting Methods
201(7)
E-Prospecting on the Web
201(1)
Cold Canvassing
202(1)
Endless Chain Customer Referral
202(1)
Orphaned Customers
202(1)
Sales Lead Clubs
203(1)
Get Lists of Prospects
203(1)
Become an Expert---Get Published
204(1)
Public Exhibitions and Demonstrations
204(1)
Center of Influence
204(1)
Direct Mail
205(1)
Telephone and Telemarketing
205(1)
Observation
206(1)
Networking
207(1)
Prospecting Guidelines
208(1)
Referrals Used in Most Prospecting Methods
208(1)
The Prospect Pool
209(1)
The Referral Cycle
209(4)
The Parallel Referral Sale
210(1)
The Secret Is to Ask Correctly
210(1)
The Preapproach
211(1)
The Presentation
211(1)
Product Delivery
212(1)
Service and Follow-Up
212(1)
Don't Mistreat the Referral
213(1)
Call Reluctance Costs You Money!
213(1)
Obtaining the Sales Interview
214(4)
The Benefits of Appointment Making
214(4)
Wireless E-Mail Helps You Keep in Contact and Prospect
218(1)
Summary of Major Selling Issues
219(1)
Key Terms for Selling
220(1)
Sales Application Questions
220(1)
Further Exploring the Sales World
221(1)
Selling Experiential Exercise: Your Attitude toward Selling
221(1)
Crossword of Selling Terms
222(1)
Canadian Equipment Corporation
223(1)
Montreal Satellites
223(1)
Planning the Sales Call Is a Must!
224(22)
The Tree of Business Life: Planning
225(1)
Strategic Customer Sales Planning---The Preapproach
225(10)
Strategic Needs
226(1)
Creative Solutions
226(1)
Mutually Beneficial Agreements
227(1)
The Customer Relationship Model
227(1)
Reasons for Planning the Sales Call
227(2)
Elements of Sales Call Planning
229(1)
Always Have a Sales Call Objective
229(6)
The Prospect's Mental Steps
235(1)
Attention
235(1)
Interest
235(1)
Desire
235(1)
Conviction
235(1)
Purchase or Action
235(1)
Overview of the Selling Process
236(1)
Summary of Major Selling Issues
236(3)
Key Terms for Selling
239(1)
Sales Application Questions
239(1)
Further Exploring the Sales World
240(1)
Selling Experiential Exercise: Plan Your Appearance---It Projects Your Image!
240(1)
Student Application Learning Exercises (SALES)
241(1)
SALE 3 of 7---Chapter 7
241(1)
Crossword of Selling Terms
242(1)
Ms. Hansen's Mental Steps in Buying Your Product
243(1)
Machinery Lubricants, Inc.
244(2)
Carefully Select Which Sales Presentation Method to Use
246(26)
The Tree of Business Life: Presentation
247(1)
Sales Presentation Strategy
248(1)
Sales Presentation Methods---Select One Carefully
249(14)
The Memorized Sales Presentation
249(2)
The Formula Presentation
251(2)
The Need-Satisfaction Presentation
253(2)
The Problem-Solution Presentation
255(1)
The Group Presentation
256(3)
Negotiating So Everyone Wins
259(4)
What Is the Best Presentation Method?
263(1)
Sales Presentations Go High-Tech
263(1)
Select the Presentation Method, Then the Approach
263(1)
Let's Review before Moving On!
263(2)
What's Important to Know?
263(2)
The Golden Rule Makes Sense
265(1)
Dale Carnegie Gives a Word of Warning!
265(1)
Summary of Major Selling Issues
265(1)
Key Terms for Selling
266(1)
Sales Application Questions
266(1)
Further Exploring the Sales World
267(1)
Selling Experiential Exercise: Is Selling for You?
267(1)
Crossword of Selling Terms
268(1)
Cascade Soap Company
269(1)
A Retail Sales Presentation
269(1)
Negotiating with a Friend
270(2)
Begin Your Presentation Strategically
272(32)
The Tree of Business Life: The Beginning
273(1)
What Is the Approach?
274(1)
The Right to Approach
275(1)
The Approach---Opening the Sales Presentation
275(14)
Your Attitude during the Approach
275(2)
The First Impression You Make Is Critical to Success
277(1)
Approach Techniques and Objectives
278(1)
Small Talk Warms 'em Up
279(1)
The Situational Approach
279(1)
Opening with Statements
280(1)
Demonstration Openings
281(2)
Opening with Questions
283(6)
Technology in the Approach
289(1)
Is the Approach Important?
289(1)
Using Questions Results in Sales Success
290(3)
The Direct Question
290(1)
The Nondirective Question
291(1)
The Rephrasing Question
291(1)
The Redirect Question
291(1)
Three Rules for Using Questions
292(1)
Is the Prospect Still Not Listening?
293(1)
Be Flexible in Your Approach
293(1)
Summary of Major Selling Issues
294(1)
Key Terms for Selling
295(1)
Sales Application Questions
295(2)
Further Exploring the Sales World
297(1)
Student Application Learning Exercises (SALES)
298(1)
SALE 4 of 7---Chapter 9
298(1)
Crossword of Selling Terms
299(1)
The Thompson Company
300(1)
The Copy Corporation
300(1)
Electronic Office Security Corporation
300(4)
Elements of a Great Sales Presentation
304(34)
The Tree of Business Life: Presentation
305(1)
The Purpose of the Presentation
305(3)
Three Essential Steps within the Presentation
308(1)
Remember your FABs!
308(1)
The Sales Presentation Mix
309(9)
Persuasive Communication
310(4)
Participation Is Essential to Success
314(1)
Proof Statements Build Believability
315(2)
The Visual Presentation---Show and Tell
317(1)
Visual Aids Help Tell the Story
318(1)
Dramatization Improves Your Chances
318(2)
Demonstrations Prove It
320(4)
A Demonstration Checklist
321(1)
Use Participation in Your Demonstration
322(1)
Reasons for Using Visual Aids, Dramatics, and Demonstrations
323(1)
Guidelines for Using Visual Aids, Dramatics, and Demonstrations
323(1)
Technology Can Help!
324(1)
The Sales Presentation Goal Model
324(1)
The Ideal Presentation
325(1)
Be Prepared for Presentation Difficulties
325(3)
How to Handle Interruptions
325(1)
Should You Discuss the Competition?
325(1)
Be Professional
326(2)
Where the Presentation Takes Place
328(1)
Diagnose the Prospect to Determine Your Sales Presentation
328(1)
Summary of Major Selling Issues
328(1)
Key Terms for Selling
329(1)
Sales Application Questions
329(1)
Further Exploring the Sales World
330(1)
Student Application Learning Exercise (SALES)
331(1)
SALE 5 of 7---Chapter 10
331(1)
Crossword of Selling Terms
332(1)
Dyno Electric Cart Company
333(1)
Major Oil, Inc.
333(3)
Dumping Inventory: Should This Be Part of Your Presentation?
336(2)
Welcome Your Prospect's Objections
338(36)
The Tree of Business Life: Objections
339(1)
Welcome Objections!
339(1)
What Are Objections?
340(1)
When Do Prospects Object?
340(1)
Objections and the Sales Process
340(1)
Basic Points to Consider in Meeting Objections
341(5)
Plan for Objections
341(1)
Anticipate and Forestall
342(1)
Handle Objections as They Arise
342(1)
Be Positive
343(1)
Listen---Hear Them Out
343(1)
Understand Objections
343(3)
Six Major Categories of Objections
346(8)
The Hidden Objection
346(1)
The Stalling Objection
347(2)
The No-Need Objection
349(1)
The Money Objection
350(2)
The Product Objection
352(1)
The Source Objection
353(1)
Techniques for Meeting Objections
354(10)
The Dodge Neither Denies, Answers, nor Ignores
354(1)
Don't Be Afraid to Pass Up an Objection
355(1)
Rephrase an Objection as a Question
356(1)
Postponing Objections Is Sometimes Necessary
357(1)
Send It Back with the Boomerang Method
358(1)
Ask Questions to Smoke Out Objections
359(3)
Use Direct Denial Tactfully
362(1)
The Indirect Denial Works
362(1)
Compensation or Counterbalance Method
363(1)
Let a Third Party Answer
363(1)
Technology Can Effectively Help Respond to Objections!
364(1)
After Meeting the Objection---What to Do?
364(2)
First, Use a Trial Close---Ask for Opinion
364(1)
Move Back into Your Presentation
365(1)
Move to Close Your Sale
365(1)
If You Cannot Overcome the Objection
366(1)
In All Things Be Guided by the Golden Rule
366(1)
Summary of Major Selling Issues
367(1)
Key Terms for Selling
368(1)
Sales Application Questions
368(2)
Further Exploring the Sales World
370(1)
Student Application Learning Exercises (SALES)
370(1)
SALE 6 of 7---Chapter 11
370(1)
Crossword of Selling Terms
371(1)
Ace Building Supplies
372(1)
Electric Generator Corporation (B)
372(2)
Closing Begins the Relationship
374(34)
The Tree of Business Life: Closing
375(1)
When Should I Pop the Question?
375(1)
Reading Buying Signals
376(1)
What Makes a Good Closer?
377(2)
Ask for the Order and Be Quiet
378(1)
Get the Order---Then Move On!
379(1)
How Many Times Should You Close?
379(1)
Closing under Fire
379(2)
Difficulties with Closing
381(1)
Essentials of Closing Sales
381(2)
Prepare Several Closing Techniques
383(9)
The Alternative-Choice Close Is an Old Favorite
383(1)
The Assumptive Close
384(1)
The Compliment Close Inflates the Ego
385(1)
The Summary-of-Benefits Close Is Most Popular
386(1)
The Continuous-Yes Close Generates Positive Responses
386(1)
The Minor-Points Close Is Not Threatening
387(1)
The T-Account or Balance-Sheet Close Was Ben Franklin's Favorite
388(2)
The Standing-Room-Only Close Gets Action
390(1)
The Probability Close
390(1)
The Negotiation Close
391(1)
The Technology Close
391(1)
Prepare a Multiple-Close Sequence
392(1)
Close Based on the Situation
392(1)
Research Reinforces These Sales Success Strategies
392(3)
Keys to Improved Selling
395(1)
The Business Proposition and the Close
396(1)
Use a Visual Aid to Close
396(1)
Closing Begins the Relationship
396(1)
When You Do Not Make the Sale
396(2)
Summary of Major Selling Issues
398(1)
Key Terms for Selling
399(1)
Sales Application Questions
400(2)
Further Exploring the Sales World
402(1)
Student Application Learning Exercises (SALES)
402(2)
SALE 7 of 7---Chapter 12
403(1)
Crossword for Selling Terms
404(1)
Skaggs Omega
405(1)
Central Hardware Supply
405(1)
Furmanite Service Company---A Multiple-Close Sequence
406(1)
Steve Santana: Pressured to Close a Big Deal
407(1)
Service and Follow-Up for Customer Retention
408(28)
The Business Tree of Life: Service
409(1)
The Importance of Service and Follow-Up
409(3)
Words of Sales Wisdom
409(2)
True Caring Builds Relationships and Sales
411(1)
Building a Long-Term Business Friendship
412(3)
What Is a Business Friendship?
412(1)
How to Build a Business Friendship?
412(2)
What Is Most Important?
414(1)
How Many Friends?
414(1)
Relationship Marketing and Customer Retention
415(1)
Relationship Marketing Builds Friendships
415(1)
The Product and Its Service Component
415(1)
Expectations Determine Service Quality
416(1)
Customer Satisfaction and Retention
416(1)
Excellent Customer Service and Satisfaction Require Technology
416(1)
So, How Does Service Increase Your Sales?
417(1)
Turn Follow-Up and Service into a Sale
417(2)
Account Penetration Is a Secret to Success
419(1)
Service Can Keep Your Customers
420(3)
You Lose a Customer---Keep on Trucking
423(1)
Returned Goods Make You a Hero
424(1)
Handle Complaints Fairly
424(1)
Is the Customer Always Right?
424(1)
This Customer Is Not in the Right!
424(1)
Dress in Your Armor
425(1)
Build a Professional Reputation
425(1)
Do's and Don'ts for Business Salespeople
426(1)
The Path to Sales Success: Seek, Knock, Ask, Serve
427(1)
Summary of Major Selling Issues
428(2)
Key Terms for Selling
430(1)
Sales Application Questions
430(1)
Further Exploring the Sales World
431(1)
Selling Experiential Exercise: What's Your Attitude toward Customer Service?
431(1)
Crossword of Selling Terms
432(1)
California Adhesives Corporation
433(1)
Sport Shoe Corporation
433(3)
PART IV TIME AND TERRITORY MANAGEMENT: KEYS TO SUCCESS
Time, Territory, and Self-Management: Keys to Success
436(26)
The Tree of Business Life: Time
437(1)
Customers Form Sales Territories
437(2)
Why Establish Sales Territories?
437(2)
Why Sales Territories May Not Be Developed
439(1)
Elements of Time and Territory Management
439(13)
Salesperson's Sales Quota
439(1)
Account Analysis
440(3)
Develop Account Objectives and Sales Quotas
443(1)
Territory-Time Allocation
444(1)
Return on Time Invested
444(4)
Customer Sales Planning
448(1)
Scheduling and Routing
448(2)
Using the Telephone for Territorial Coverage
450(1)
Territory and Customer Evaluation
451(1)
Summary of Major Selling Issues
452(2)
Key Terms for Selling
454(1)
Sales Application Questions
455(1)
Further Exploring the Sales World
455(1)
Selling Experiential Exercise
455(2)
Crossword of Selling Terms
457(1)
Your Selling Day: A Time and Territory Game
458(1)
Sally Malone's District---Development of an Account Segmentation Plan
459(3)
APPENDIX A: Sales Call Role-Plays
462(10)
Role-Play One: Consumer Sales
462(1)
Role-Play Two: Distributor Sales
463(4)
Role-Play Three: Business-to-Business
467(2)
Role-Play Four: Business-to-Business
469(3)
APPENDIX B: Personal Selling Experiential Exercises
472(26)
ACT! Express
472(8)
Sell Yourself on a Job Interview
480(2)
Resume, Follow-Up Letter, E-Mail
482(9)
How to Create a Portfolio
491(2)
Sales Team Building
493(1)
What's Your Style---Senser, Intuitor, Thinker, Feeler?
493(5)
APPENDIX C: Sales Technology Directory and www.Exercises
498(10)
Sales World Wide Web Directory
498(2)
ACT! And Goldmine Help Create Customers for Life
500(1)
Sales World Wide Web Exercises
501(1)
Find Out about a Career in Sales!
501(1)
Use Monster.Com to Get a Job in Sales
501(1)
Make a Sale---Get a Job!
502(1)
Can the World Wide Web Help Build Relationships?
502(1)
What Is Ethical in the World of Sales?
503(1)
What Is Your Personality?
503(1)
Business Intelligence: Can the Web Help?
504(1)
Planning Your Sales Call on Dell Computer: Location, Travel, Maps, Research
504(1)
Finding People, Organizations, Maps, Areas, Phone, and Address
505(1)
What Is the Best Method to Determine Feedback?
505(1)
Research Pays Off in the Sales Game!
506(1)
Time Is Money, So Make Every Minute Count!
506(1)
Comparing Places to Live for Your Salespeople
506(1)
How Does Your Money Grow in a Retirement Fund?
507(1)
APPENDIX D: Selling Globally
508(10)
When in Rome Do What the Romans Do
508(1)
Customer Gift Giving in Japan
509(1)
Respecting the Traditions of India
509(1)
Wanted: Global Sales Managers and Salespeople
510(1)
A Typical Sales Day in China: What to Expect
511(1)
Little Cold Calling in Japan
512(1)
Chinese Culture: Don't Shy Away from Negotiating
513(1)
Salespeople Are Making It Happen in China
514(1)
Watch Out in Russia and China---They May Bug Your Room to Find Out Your Secrets
514(1)
French versus American Salespeople
515(1)
Israel---The Home Court Advantage
516(1)
Working a Deal in the Arab World
516(1)
The Japanese Take Relationship Selling Seriously
517(1)
Europe and IBM---Changes Had to Be Made
517(1)
APPENDIX E: Answers to Crossword Puzzles
518(4)
Glossary of Selling Terms 522(9)
Notes 531(4)
Photo Credits and Acknowledgments 535(1)
Index 536


Please wait while the item is added to your cart...