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

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  • Edition: 10th
  • Format: Hardcover
  • Copyright: 2008-12-01
  • Publisher: Wiley

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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 Managementp. 1
Chief Sales Executive Forump. 1
Personal Sellingp. 3
A Changing Marketplacep. 4
The Sales Management Processp. 10
The Sales Management Competenciesp. 12
Team Exercise: "Who to Promote?"p. 13
Team Exercise: "The Prima Donna"p. 16
Team Exercise: "How to Handle Rumors"p. 17
Career Pathsp. 19
Preparing for Sales Management Successp. 21
Featured Case: Shield Financialp. 24
Strategy and Sales Program Planningp. 30
An Award-Winning Accountp. 30
Business Strategyp. 32
Marketing Strategyp. 34
Strategic Implementation Decisionsp. 36
Team Exercise: "Web Sales"p. 40
Sales Force Program Decisionsp. 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 Salesp. 59
Why Forecast?p. 59
What is Market Potential?p. 59
Qualitative Sales Forecastingp. 63
Quantitative Sales Forecastingp. 65
MAPEp. 67
Selecting Forecasting Methodsp. 71
Sales Management Resource: Sales force Investment and Budgetingp. 74
Sales Force Investmentp. 74
Developing a Sales Budgetp. 83
Sales Opportunity Managementp. 87
Prioritizing Opportunities at Hill-Romp. 87
A Process for Generating New Accountsp. 89
Managing Existing Accountsp. 92
Team Exercise: "Working Hard or Working Smart?"p. 98
Sales Versus Profitsp. 100
Team Exercise: "Destructive Discounting"p. 101
Time Managementp. 102
Featured Case: Shield Financial: "Lead Generation"p. 109
Account Relationship Managementp. 110
Growing the Relationshipp. 110
Purchasing Processp. 112
Buying Centerp. 117
Team Exercise: "Different Strokes"p. 120
Evolution of Relationshipsp. 121
Relationship Bindersp. 122
Team Exercise: "A Favor"p. 123
Featured Case: Shield Financial: "A Customer Request"p. 129
Customer Interaction Managementp. 130
A Thirty-Million-Dollar Salep. 130
Basic Types of Selling Modelsp. 132
The Preinteraction Phase: Planning Skillsp. 134
The Interaction Phasep. 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 Phasep. 146
Team Exercise: "Unkept Promise"p. 148
Featured Case: Shield Financial: "A Vendor Problem"p. 151
Sales Force Organizationp. 153
Xerox Reorganizesp. 153
Generalist Versus Specialist Structuresp. 155
Strategic Account Management Programp. 161
Team Exercise: "The Optimal Sales Organization"p. 162
Telemarketingp. 165
Some Additional Issuesp. 167
Independent Sales Agentsp. 167
Emerging Sales Force Organization Issuesp. 170
Team Exercise: "A Global Assignment"p. 173
Featured Case: Shield Financial "A Special Assignment"p. 177
Management Resources: Territory Designp. 178
Three Reasons Why Proper Territory Alignment Is Importantp. 179
When Do Territories Need To Be Realigned?p. 180
Territory Design Proceduresp. 181
Designing Territories By Computerp. 189
Recruiting and Selecting Personnelp. 192
Federated Insurance's Recruiting Process: a Model for Successp. 192
Planning Processp. 194
Team Exercise: "Turnover and Counteroffers"p. 195
Recruitingp. 200
Selecting Prospectsp. 204
Team Exercise: "Questions About Interviewers"p. 206
Validating the Hiring Processp. 212
Featured Case: Shield Financial: "Hiring Pressures"p. 215
Sales Trainingp. 217
Sales Training Pays Offp. 217
Why Train Salespeople?p. 218
Planning for Sales Trainingp. 221
Team Exercise: "Sales Training for Profits"p. 222
Developing the Training Programp. 224
Evaluating Sales Trainingp. 230
Followupp. 232
Featured Case: Shield Financial: "Training Woes"p. 235
Leadershipp. 237
Leading the Independent Spiritp. 237
Leadershipp. 239
Team Exercise: "Avoiding a Bidding War"p. 243
Effective Leadership Stylesp. 243
Important Leadership Functionsp. 245
Sales Force Personnel Issuesp. 251
Featured Case: Shield Financial: "Confidential Documents"p. 258
Ethical Leadershipp. 259
Why Ethics Are Importantp. 259
Principles of Ethical Decision Makingp. 261
Making Decisions on Ethical Problemsp. 263
Common Sales Ethics Issuesp. 265
Team Exercise: "Customer Gifts versus Company Policy"p. 266
Team Exercise: "Special Support"p. 269
Government Regulationp. 270
Building A Sales Ethics Programp. 271
Featured Case: Shield Financial: "Overheard Trade Secrets"p. 276
Motivating Salespeoplep. 277
The Drive To Excelp. 277
What Is Motivation?p. 278
A Model of Motivationp. 283
Team Exercise: "Expectancy Theory"p. 286
Self-Managementp. 286
Quotasp. 287
Team Exercise: "Sales and the Web"p. 292
Incentive Programsp. 293
Recognition Programsp. 294
Featured Case: Shield Financial: "Motivation and Role Conflict"p. 299
Compensating Salespeoplep. 301
Compensation Objectivesp. 301
Team Exercise: "Changing Sales Compensation Plans"p. 303
Compensation Methodsp. 303
Team Exercise: "Incentives for Team Selling"p. 311
Expense Accounts and Benefitsp. 312
Assembling the Planp. 314
Evaluating the Planp. 316
Featured Case: Shield Financial: "The Elusive Commission-Now You See It, Now You Don't"p. 320
Evaluating Performancep. 323
Sales Performance Reviewp. 323
The Big Picturep. 325
Expense Analysisp. 326
Evaluating Salespeoplep. 327
Team Exercise: "Evaluating for Profit"p. 328
Behavior-Based Evaluationp. 330
Outcome-Based Evaluationsp. 332
Team Exercise: "Measuring More Than Sale Quotas."p. 333
Using Models for Evaluationp. 335
Featured Case: Shield Financial: "Missed Quota"p. 345
Notesp. 346
Cases Analysisp. 361
The Case Methodp. 363
Adams Brandsp. 366
Arapahoe Pharmaceutical Companyp. 371
Atomic Companyp. 375
Conner Labs Corporationp. 380
Crestfield Furniture (A)p. 387
Crestfield Furniture (B)p. 395
Dave MacDonald's Ethical Dilemmasp. 397
Erekson Industrial Supplyp. 400
First National Bankp. 402
General Electric Appliancesp. 409
Hanover-Bates Chemical Corporationp. 417
Hyde-Phillip Appliancesp. 420
Inject Plasticsp. 422
Milligan Pharmaceuticalsp. 424
National Mutual Fundsp. 430
Power and Motion Industrial Supplyp. 441
Quado Systems Groupp. 445
Romano Pitestip. 451
Skata, Inc.p. 454
Tekspan Corporationp. 458
The Sullivan Group (A)p. 461
The Sullivan Group (B)p. 463
Venture Insurance Corporationp. 465
White Electronicsp. 473
Winston Liu, Bookmanp. 477
Creditsp. 481
Key Term and Subject Indexp. 485
Author Indexp. 493
Company Indexp. 497
Case Indexp. 499
Table of Contents provided by Ingram. All Rights Reserved.

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