Dalrymple's Sales Management: Concepts and Cases, 10th Edition

by Cron, William L.; DeCarlo, Thomas E.

• ISBN13: 9780470169650
• ISBN10: 0470169656
• eBook ISBN(s): 9780470169650, 9780470458693
• Edition: 10th
• Format: Paperback
• Copyright: 2008-12-31
• Publisher: Wiley
• More Book Details

Summary

Easily accessible, real-world and practical, Dalrymple's Sales Management 10e byCron and DeCarlo introduces the reader to the issues, strategies andrelationships that relate to the job of managing an effective salesforce. With a lively and engaging style, this book places emphasis ondeveloping a sales force program and managing strategic accountrelationships. With additional information on team development,diversity in the work force, problem-solving skills, and financialissues, this title provides a complete guide for taking student pastthe classroom and into a future career in sales management.

Author Biography

William L. Cron  received his BSBA from Xavier University and his MBA & DBA from Indiana University.  He’s a Professor of Marketing at the M.J. Neeley School of Business at Texas Christian University.  His areas of expertise and research are Sales Management Issues, Marketing Strategy—Planning for Growth & Profits, and Wholesaling Management Issues.  He’s received the following awards:  Graduate Teaching Award – Electives, M. J. Neeley School of Business, 2003, Carl Sewell Distinguished Service to the Community Award, Edwin L. Cox School of Business, 1999., Excellence in Manuscript Reviewing Award, the Journal of Personal Selling and Sales Management, 1994., Nominated for Jagdesh N. Sheth Award for Best Articles, Journal of the Academy of Marketing Science, 1993.  Bill has also done consulting with companies such as American Association for HomeCare, Baylor Health System, Bristol- Myers Squibb, and GTE.

Table of Contents

Introduction to Selling and Sales Management	p. 1
Chief Sales Executive Forum	p. 1
Personal Selling	p. 3
A Changing Marketplace	p. 4
The Sales Management Process	p. 10
The Sales Management Competencies	p. 12
Team Exercise: "Who to Promote?"	p. 13
Team Exercise: "The Prima Donna"	p. 16
Team Exercise: "How to Handle Rumors"	p. 17
Career Paths	p. 19
Preparing for Sales Management Success	p. 21
Featured Case: Shield Financial	p. 24
Strategy and Sales Program Planning	p. 30
An Award-Winning Account	p. 30
Business Strategy	p. 32
Marketing Strategy	p. 34
Strategic Implementation Decisions	p. 36
Team Exercise: "Web Sales"	p. 40
Sales Force Program Decisions	p. 47
Team Exercise: "Looking Forward to Next Year"	p. 50
Featured Case: Shield Financial: "A Different Kind of Customer"	p. 58
Sales Management Resource: Estimating Potentials and Forecasting Sales	p. 59
Why Forecast?	p. 59
What is Market Potential?	p. 59
Qualitative Sales Forecasting	p. 63
Quantitative Sales Forecasting	p. 65
MAPE	p. 67
Selecting Forecasting Methods	p. 71
Sales Management Resource: Sales force Investment and Budgeting	p. 74
Sales Force Investment	p. 74
Developing a Sales Budget	p. 83
Sales Opportunity Management	p. 87
Prioritizing Opportunities at Hill-Rom	p. 87
A Process for Generating New Accounts	p. 89
Managing Existing Accounts	p. 92
Team Exercise: "Working Hard or Working Smart?"	p. 98
Sales Versus Profits	p. 100
Team Exercise: "Destructive Discounting"	p. 101
Time Management	p. 102
Featured Case: Shield Financial: "Lead Generation"	p. 109
Account Relationship Management	p. 110
Growing the Relationship	p. 110
Purchasing Process	p. 112
Buying Center	p. 117
Team Exercise: "Different Strokes"	p. 120
Evolution of Relationships	p. 121
Relationship Binders	p. 122
Team Exercise: "A Favor"	p. 123
Featured Case: Shield Financial: "A Customer Request"	p. 129
Customer Interaction Management	p. 130
A Thirty-Million-Dollar Sale	p. 130
Basic Types of Selling Models	p. 132
The Preinteraction Phase: Planning Skills	p. 134
The Interaction Phase	p. 136
Team Exercise: "What Does Ms. Williams Hear?"	p. 138
Team Exercise: "Relating Skills"	p. 139
Team Exercise: "Why Beat a Dead Horse?"	p. 141
The Postinteraction Phase	p. 146
Team Exercise: "Unkept Promise"	p. 148
Featured Case: Shield Financial: "A Vendor Problem"	p. 151
Sales Force Organization	p. 153
Xerox Reorganizes	p. 153
Generalist Versus Specialist Structures	p. 155
Strategic Account Management Program	p. 161
Team Exercise: "The Optimal Sales Organization"	p. 162
Telemarketing	p. 165
Some Additional Issues	p. 167
Independent Sales Agents	p. 167
Emerging Sales Force Organization Issues	p. 170
Team Exercise: "A Global Assignment"	p. 173
Featured Case: Shield Financial "A Special Assignment"	p. 177
Management Resources: Territory Design	p. 178
Three Reasons Why Proper Territory Alignment Is Important	p. 179
When Do Territories Need To Be Realigned?	p. 180
Territory Design Procedures	p. 181
Designing Territories By Computer	p. 189
Recruiting and Selecting Personnel	p. 192
Federated Insurance's Recruiting Process: a Model for Success	p. 192
Planning Process	p. 194
Team Exercise: "Turnover and Counteroffers"	p. 195
Recruiting	p. 200
Selecting Prospects	p. 204
Team Exercise: "Questions About Interviewers"	p. 206
Validating the Hiring Process	p. 212
Featured Case: Shield Financial: "Hiring Pressures"	p. 215
Sales Training	p. 217
Sales Training Pays Off	p. 217
Why Train Salespeople?	p. 218
Planning for Sales Training	p. 221
Team Exercise: "Sales Training for Profits"	p. 222
Developing the Training Program	p. 224
Evaluating Sales Training	p. 230
Followup	p. 232
Featured Case: Shield Financial: "Training Woes"	p. 235
Leadership	p. 237
Leading the Independent Spirit	p. 237
Leadership	p. 239
Team Exercise: "Avoiding a Bidding War"	p. 243
Effective Leadership Styles	p. 243
Important Leadership Functions	p. 245
Sales Force Personnel Issues	p. 251
Featured Case: Shield Financial: "Confidential Documents"	p. 258
Ethical Leadership	p. 259
Why Ethics Are Important	p. 259
Principles of Ethical Decision Making	p. 261
Making Decisions on Ethical Problems	p. 263
Common Sales Ethics Issues	p. 265
Team Exercise: "Customer Gifts versus Company Policy"	p. 266
Team Exercise: "Special Support"	p. 269
Government Regulation	p. 270
Building A Sales Ethics Program	p. 271
Featured Case: Shield Financial: "Overheard Trade Secrets"	p. 276
Motivating Salespeople	p. 277
The Drive To Excel	p. 277
What Is Motivation?	p. 278
A Model of Motivation	p. 283
Team Exercise: "Expectancy Theory"	p. 286
Self-Management	p. 286
Quotas	p. 287
Team Exercise: "Sales and the Web"	p. 292
Incentive Programs	p. 293
Recognition Programs	p. 294
Featured Case: Shield Financial: "Motivation and Role Conflict"	p. 299
Compensating Salespeople	p. 301
Compensation Objectives	p. 301
Team Exercise: "Changing Sales Compensation Plans"	p. 303
Compensation Methods	p. 303
Team Exercise: "Incentives for Team Selling"	p. 311
Expense Accounts and Benefits	p. 312
Assembling the Plan	p. 314
Evaluating the Plan	p. 316
Featured Case: Shield Financial: "The Elusive Commission-Now You See It, Now You Don't"	p. 320
Evaluating Performance	p. 323
Sales Performance Review	p. 323
The Big Picture	p. 325
Expense Analysis	p. 326
Evaluating Salespeople	p. 327
Team Exercise: "Evaluating for Profit"	p. 328
Behavior-Based Evaluation	p. 330
Outcome-Based Evaluations	p. 332
Team Exercise: "Measuring More Than Sale Quotas."	p. 333
Using Models for Evaluation	p. 335
Featured Case: Shield Financial: "Missed Quota"	p. 345
Notes	p. 346
Cases Analysis	p. 361
The Case Method	p. 363
Adams Brands	p. 366
Arapahoe Pharmaceutical Company	p. 371
Atomic Company	p. 375
Conner Labs Corporation	p. 380
Crestfield Furniture (A)	p. 387
Crestfield Furniture (B)	p. 395
Dave MacDonald's Ethical Dilemmas	p. 397
Erekson Industrial Supply	p. 400
First National Bank	p. 402
General Electric Appliances	p. 409
Hanover-Bates Chemical Corporation	p. 417
Hyde-Phillip Appliances	p. 420
Inject Plastics	p. 422
Milligan Pharmaceuticals	p. 424
National Mutual Funds	p. 430
Power and Motion Industrial Supply	p. 441
Quado Systems Group	p. 445
Romano Pitesti	p. 451
Skata, Inc.	p. 454
Tekspan Corporation	p. 458
The Sullivan Group (A)	p. 461
The Sullivan Group (B)	p. 463
Venture Insurance Corporation	p. 465
White Electronics	p. 473
Winston Liu, Bookman	p. 477
Credits	p. 481
Key Term and Subject Index	p. 485
Author Index	p. 493
Company Index	p. 497
Case Index	p. 499
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