9780324191110

Professional Selling A Trust-Based Approach

by ; ; ; ;
  • ISBN13:

    9780324191110

  • ISBN10:

    0324191111

  • Edition: 2nd
  • Format: Paperback
  • Copyright: 2003-04-24
  • Publisher: South-Western College Pub
  • View Upgraded Edition

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Supplemental Materials

What is included with this book?

Summary

This text provides comprehensive coverage of contemporary professional selling by integrating recent sales research with leading personal selling practices. Professional Sellingà ;'s chapters can be mixed and matched with sales management chapters from Ingramà ;'s Sales Management, Fifth Edition to create an outstanding customized sales course. This highly experienced author team draws on their industry and academic experience to blend the most recent research findings with illustrated best practices in professional selling.

Table of Contents

Overview of Personal Selling
1(28)
American Express Customizes Its Sales Messages
1(1)
Evolution of Personal Selling
1(3)
Origins of Personal Selling
2(1)
Industrial Revolution Era
2(1)
Post-Industrial Revolution Era
3(1)
War and Depression Era
3(1)
Professionalism: The Modern Era
4(1)
Contributions of Personal Selling
4(2)
Salespeople and Society
4(1)
Salespeople and the Employing Firm
5(1)
Salespeople and the Customer
6(1)
Classification of Personal Selling Approaches
6(6)
Stimulus Response Selling
7(2)
Mental States Selling
9(1)
Need Satisfaction Selling
9(1)
Problem-Solving Selling
10(1)
Consultative Selling
11(1)
Sales Process
12(2)
Summary
14(4)
Making Professional Selling Decisions
18(3)
Biomod, Inc.
18(1)
Plastico, Inc.
19(2)
Appendix 1-Sales Careers
21(1)
Characteristics of Sales Careers
21(2)
Job Security
21(1)
Advancement Opportunities
21(1)
Immediate Feedback
22(1)
Prestige
22(1)
Job Variety
22(1)
Independence
23(1)
Compensation
23(1)
Classification of Personal Selling Jobs
23(2)
Sales Support
23(1)
New Business
24(1)
Existing Business
24(1)
Inside Sales
25(1)
Direct-to-Consumer Sales
25(1)
Combination Sales Jobs
25(1)
Qualifcations and Skills Required for Success by Salespersons
25(4)
Empathy
26(1)
Ego Drive
26(1)
Ego Strength
27(1)
Interpersonal Communication Skills
27(1)
Enthusiasm
27(1)
Comments on Qualifications and Skills
27(2)
Part 1- The Foundations of Professional Selling
29(104)
Building Trust and Sales Ethics
31(28)
Why Building Relationships and Trust Are Important to Gary Schliessman and Associates
31(2)
What Is Trust?
32(1)
Why Is Trust Important?
33(1)
How to Earn Trust
34(4)
Expertise
34(1)
Dependability
35(1)
Candor
35(1)
Customer Orientation
36(1)
Compatibility/Likeability
37(1)
Knowledge Bases Help Build Trust and Relationships
38(5)
Industry and Company Knowledge
38(2)
Product Knowledge
40(1)
Service
40(1)
Promotion and Price
40(1)
Market and Customer Knowledge
41(1)
Competitor Knowledge
41(1)
Technology Knowledge
42(1)
Sales Ethics
43(6)
Image of Salespeople
45(2)
How Are Companies Dealing with Sales Ethics?
47(2)
Summary
49(6)
Making Professional Selling Decisions
55(4)
Schmidt Business Forms
55(1)
Sales Ethics: A Case Study
56(3)
Understanding Buyers
59(44)
Nick LaRoche: Unrecognized Opportunities Become Organizational Buying Motives
59(1)
Types of Buyers
60(3)
Distinguishing Characteristics of Business Markets
61(2)
The Buying Process
63(11)
Recognition of the Problem or Need: The Needs Gap
65(3)
Determination of the Characteristics of the Item and the Quantity Needed
68(1)
Description of the Characteristics of the Item and the Quantity Needed
68(1)
Search for and Qualification of Potential Sources
69(1)
Acquisition and Analysis of Proposals
69(3)
Evaluation of Proposals and Selection of Suppliers
72(1)
Selection of an Order Routine
72(1)
Performance Feedback and Evaluation
72(2)
Types of Purchasing Decisions
74(2)
Straight Rebuys
74(1)
New Tasks
75(1)
Modified Rebuys
76(1)
Understanding Communication Styles
76(3)
Mastering Communication Style Flexing
79(6)
Multiple Buying Influences
85(1)
Current Developments in Purchasing
86(3)
Increasing Use of Information Technology
86(1)
Relationship Emphasis on Cooperation and Collaboration
87(1)
Supply Chain Management
88(1)
Increased Outsourcing
88(1)
Target Pricing
89(1)
Increased Importance of Knowledge and Creativity
89(1)
Summary
89(10)
Assertiveness Scale
95(1)
Responsiveness Scale
96(3)
Making Professional Selling Decisions
99(4)
Candoo Computer Corpoartion
99(2)
American Seating Company
101(2)
Communication Skills
103(30)
Capturing the Power of Collaborative Communication in Personal Selling
103(1)
Sales Communication as a Collaborative Process
104(1)
Verbal Communication: Questioning
105(8)
Types of Questions Classified by Amount and Specificity of Information Desired
106(1)
Types of Questions Classified by Strategic Purpose
107(1)
Strategic Application of Questioning in Personal Selling
108(1)
SPIN Questioning System
109(1)
ADAPT Questioning System
110(3)
Verbal Communication: Listening
113(5)
Using Different Types of Listening
116(2)
Verbal Communication: Giving Information
118(1)
Understanding the Superiority of Pictures Over Words
119(1)
Impact of Grammar and Logical Sequencing
119(1)
Nonverbal Communication
119(4)
Facial Expressions
120(1)
Eye Movements
120(1)
Placement and Movements of Hands, Arms, Head, and Legs
120(1)
Body Posture and Orientation
121(1)
Proxemies
121(1)
Variations in Voice Characteristics
122(1)
Using Nonverbal Clusters
122(1)
Summary
123(8)
Making Professional Selling Decisions
131(2)
Pre-Select, Inc.
131(1)
STAGA Financial Services
132(1)
Part 2- initiating Customer Relationships
133(50)
Prospecting and Preapproach
135(22)
Make the Most of Your Selling Time by Calling on the Right Prospects
135(1)
The Challenges of Prospecting
136(10)
Strategic Prospecting
136(4)
Locating Prospects
140(4)
Personal Contact Sources
144(1)
Qualifying Prospects
145(1)
The Preapproach: Gathering and Studying Precall Information
146(4)
Obtaining Precall Information on the Buyer
147(1)
Gathering Information on the Prospect's Organization
147(1)
Sources of Information
148(1)
Determining Other Buyers' Influences
149(1)
Summary
150(4)
Making Professional Selling Decisions
154(3)
How to Prospect for New Customers
154(1)
Prospecting and Gaining Precall Information
154(3)
Planning the Presentation and Approaching the Customer
157(26)
Planning the Presentation and Approaching the Customer
157(1)
Sales Presentation Planning
158(1)
Sales Presentation Format
158(2)
Canned Sales Presentations
158(2)
Organized Presentations
160(6)
Written Sales Proposals
162(4)
Sales Presentation Checklist
166(6)
Sequence of the Sales Presentation and planning the Initial Sales Call
172(1)
Sales Mix Model
173(1)
Approaching the Customer
174(4)
Getting an Appointment
174(1)
Starting the Sales Call
175(1)
Initiating Contact
175(2)
Assessing the Situation and Discovering Needs through ADAPT
177(1)
Summary
178(4)
Making Professional Selling Decisions
182(1)
The New Salesperson
182(1)
The Overhead Door Company
182(1)
Part 3- Developing Customer Relationships
183(54)
Sales Presentation Delivery
185(30)
How Effective Are Your Presentations?
185(1)
Needs-Gap Analysis: Selecting Appropriate Customer Offerings by Assessing Needs
186(1)
Creating Value: Linking Solutions to Needs
187(1)
Benefit Selling: Features, Potential Benefits, and Confirmed Benefits
187(3)
Ordering Selling Points for Effectiveness
190(2)
Buying Motives
190(1)
The SELL Sequence for Effective Presentations
190(2)
Assessing Buyer Responses to the Feature-Benefit Presentation
192(1)
Sales Aids for Maximizing Presentation Effectiveness
193(10)
Verbal Support
194(2)
Sales Call Setting
196(1)
Proof Providers
197(2)
Visual Aids
199(2)
Electronic Media
201(1)
Using Tools and Sales Aids in the Presentation
202(1)
Group Sales Presentations
203(4)
Sales Tactics for Selling to Groups
204(1)
Handling Questions in Group Presentations
205(2)
Summary
207(5)
Making Professional Selling Decisions
212(3)
Texas Paint & Coatings (TPC)
212(1)
All Risk Insurance and National Networks
212(3)
Addressing Concerns and Earning Commitment
215(22)
Sales Resistance is a Positive!
215(1)
Anticipating and Negotiating Concerns and Resistance
216(9)
Reasons Why Prospects Raise Objections
216(1)
Types of Objections
217(4)
Using LAARC: A Process for Negotiating Buyer Resistance
221(1)
Methods for Responding to Objections
222(3)
Summarizing Solutions to Confirm Benefits
225(1)
Securing Commitment and Closing
225(6)
Guidelines for Earning Commitment
226(2)
Techniques to Earn Commitment
228(1)
Probe to Earn Commitment
229(1)
Traditional Methods
230(1)
Summary
231(3)
Making Professional Selling Decisions
234(3)
Thompson Engineering
234(1)
Data Computers
234(3)
Part 4- Enhancing Customer Relationships
237(60)
Adding Value: Follow-Up
239(24)
The Importance of Follow-up and Adding Value with Existing Customers
239(1)
Assess Customer Satisfaction
240(2)
Harness Technology to Enhance Follow-up and Buyer-Seller Relationships
242(1)
Assure Customer Satisfaction
243(9)
Provide Useful Information
244(3)
Expedite Orders and Monitor Installation
247(1)
Train Customer Personnel
247(1)
Correct Billing Errors
247(1)
Remember the Customer After the Sale
248(1)
Resolve Complaints and Encourage Critical Encounters
248(4)
Maintain Open, Two-Way Communication
252(1)
Expand Collaborative Involvement
252(1)
Work to Add Value and Enhance Mutual Opportunities
252(3)
Provide Quality Customer Service
252(2)
Customer Expectations
254(1)
Develop a Service Strategy
254(1)
Customer Service Dimensions
255(1)
Summary
255(5)
Making Professional Selling Decisions
260(3)
The Reluctant Salesforce
260(1)
Whatever It Takes to Get the Order
260(3)
Adding Value: Self-Leadership and Teamwork
263(34)
UPS Account Executives Achieve Highest Sales Performance Ratings Through Teamwork and Collaboration
263(1)
Effective Self-Leadership
264(16)
Setting Goals and Objectives
264(3)
Territory Analysis and Account Classification
267(3)
Development and Implementation of Strategies and Plans
270(4)
Tapping Technology and Automation
274(5)
Assessment of Performance and Goal Attainment
279(1)
Increasing Customer Value Through Teamwork
280(4)
Internal Partnerships and Teams
280(2)
Building Teamwork Skills
282(2)
Summary
284(9)
Making Professional Selling Decisions
293(4)
Emron Control Corp.
293(1)
Mark Cassidy and Milligan Adhesives Corporation
294(3)
Glossary 297(10)
Notes 307(6)
Web Index 313(6)
Index 319

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