Efnisyfirlit

• Cover
• Title
• Copyright
• Dedication
• About the Authors
• Preface
• Acknowledgments
• Contents in Brief
• Table of Contents
• The Illustrated Overview of Selling
• PART 1 Selling as a Profession
  • Chapter 1 THE LIFE, TIMES, AND CAREER OF THE PROFESSIONAL SALESPERSON
    • What Is the Purpose of Business?
      • The Primary Goal of Business
      • Marketing’s Definition
    • Essentials of a Firm’s Marketing Effort
      • Product: It’s More than You Think
      • Price: It’s Important to Success
      • Distribution: It Has to Be Available
      • Promotion: You Have to Tell People about It
    • Traditional View of Selling
    • What Is Professional Selling?
    • The Core Principles of Professional Selling
      • Salesperson Differences
    • Everybody Sells!
    • Sales: A Valued Education Leading to Career Opportunity
    • What Salespeople Are Paid to Do
    • 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
      • Rewards: The Sky’s the Limit
      • You Can Move Quickly into Management
    • Is a Sales Career Right For You?
    • 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 at the MD Level
      • S—Stamina for the Challenge of Consistent Adapting
    • C—Characteristics for the Job Examined
      • Caring, Joy, Harmony
      • Patience, Kindness, Moral Ethics
      • Faithful, Fair, Self-Control
    • Relationship Selling
    • Sales Jobs Are Different
    • What Does a Professional Salesperson Do?
      • Reflect Back
      • Build a Professional Reputation
      • Understanding Your Buyer’s Expectations of Professionalism
    • The Future for Salespeople
      • Learning Selling Skills
      • Preparing for a Future in Sales
      • An Ethical Megatrend Is Shaping Sales and Business
    • Technology and Information Build Relationships
    • Selling Is for Large and Small Organizations
    • The Plan of this Textbook
    • Building Relationships Through the Sales Process
      • Summary of Major Selling Issues
      • Meeting A Sales Challenge
      • Key Terms for Selling
      • Sales Application Questions
      • Further Exploring The Sales World
      • Notes
    • APPENDIX
    • 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
  • Chapter 2 ETHICS FIRST … THEN CUSTOMER RELATIONSHIPS
    • What Influences Ethical Behavior?
      • The Individual’s Role
      • The Organization’s Role
    • Are There Any Ethical Guidelines?
      • What Does the Research Say?
      • What Does One Do?
      • Is Your Conscience Reliable?
      • Sources of Significant Influence
      • Three Guidelines for Making Ethical Decisions
      • Will the Core Principles 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
      • Meeting A Sales Challenge
      • Key Terms for Selling
      • Sales Application Questions
      • Further Exploring The Sales World
      • Selling Experiential Exercise
      • Ethical Work Climates
      • Notes
    • CASE
      • 2.1: Ethical Selling at Perfect Solutions: The Case of the Delayed Product
      • 2.2: Sales Hype: To Tell the Truth or Stretch It, That Is the Question
      • 2.3: Personal Decision Making: Do Ethical Considerations Matter?
• PART 2 Preparation for Relationship Selling
  • Chapter 3 THE PSYCHOLOGY OF SELLING: WHY PEOPLE BUY
    • The Core Principles: Benefits
    • Why People Buy—The Black Box Approach
    • Consumer versus Organizational Buying
    • Psychological Influences On Buying
      • Motivation to Buy Must Be There
      • Economic Needs: The Best Value for the Money
      • Awareness of Needs: Some Buyers Are Unsure
    • Applying Your Understanding of Needs
    • How to Determine Important Buying Needs—A Key to Success
    • You Can Classify Buying Situations
      • Some Decisions Are Routine
      • Some Decisions Are Limited
      • Some Decisions Are Extensive
    • Consumer Buying Decision Process
      • Need Arousal
      • Collection of Information
      • Information Evaluation
      • Purchase Decision
      • Postpurchase
    • Organizational Buying Decision Process
      • Factors Influencing Organizational Buying Process
    • To Buy or Not to Buy—A Choice Decision
    • 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 Trial Close—A Great Way to Uncover Needs and Sell
    • SELL Sequence
      • Summary of Major Selling Issues
      • 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?
      • Notes
    • CASE
      • 3.1: Economy Ceiling Fans, Inc.
      • 3.2: Jackson Ceiling Fans
      • 3.3: Tech Corporation
      • 3.4: McDonald’s Ford Dealership
  • Chapter 4 COMMUNICATION FOR RELATIONSHIP BUILDING: IT’S NOT ALL TALK
    • The Core Principles: Communication
    • Communication: It Takes Two
      • 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: Watch for it
      • Concept of Space
      • Communication Through Appearance
      • Communication Through The Handshake
      • Body Language Gives You Clues
      • Mirroring and Mimicry
    • Communication: Improve Your Encoding and Decoding
      • Encoding: The Sender’s Professional Communication
      • Decoding a Sales Conversation: Listen Carefully
      • Summary of Major Selling Issues
      • 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?
      • Notes
    • CASE
      • 4.1: Skaggs Manufacturing
      • 4.2: Alabama Office Supply
      • 4.3: Vernex, Inc.
    • Appendix
    • Dress for Success … and to Impress for Business Professional and Business Casual Occasions!
  • Chapter 5 SALES KNOWLEDGE: CUSTOMERS, PRODUCTS, TECHNOLOGIES
    • The Core Principles: Knowledge
    • Sources of Sales Knowledge
    • Why Is Salesperson Knowledge Important?
      • Knowledge Increases Confidence in Salespeople
      • A Knowledgeable Salesperson Creates Confidence in the Buyer
      • Knowledge Demonstrates That the Salesperson Cares about the Buyer’s Needs
      • The Buyer Expects a Highly Knowledgeable Salesperson
    • 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
      • 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
    • Technology And Selling
    • Knowledge of Technology Enhances Sales and Customer Service
      • Personal Productivity
      • Communications with Customers and Employer
      • Customer Order Processing and Service Support
    • Sales: Internet and the Cloud
      • The Internet
      • The Cloud
    • Global Technology Provides Service
    • Technology Etiquette
      • Netiquette
      • Cell Phones
      • Voice Mail
      • Speakerphones and Conference Calls
      • Summary of Major Selling Issues
      • Meeting A Sales Challenge
      • Key Terms for Selling
      • Sales Application Questions
      • Selling Experiential Exercise
      • How Is Your Self-Confidence?
      • Notes
    • CASE
      • 5.1: Claire Cosmetics
      • 5.2: McBath Women’s Apparel
      • 5.3: Electric Generator Corporation
      • 5.4: Frank’s Drilling Service
      • 5.5: 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
      • Return on Investment Is Listened To
      • Key Terms for Selling
      • Sales Application Questions
      • Student Application Learning Exercises (Sales)
      • SALE 2 of 7—Chapter 5
• PART 3 The Relationship Selling Process
  • Chapter 6 PROSPECTING—THE LIFEBLOOD OF SELLING
    • The Core Principles: Prospecting
    • The Sales Process Has 10 Steps
    • Steps before the Sales Presentation
    • 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
      • Sales Lead Clubs
      • Prospect Lists
      • Getting Published
      • Public Exhibitions and Demonstrations
      • Center of Influence
      • Direct Mail
      • Telemarketing
      • Teleprospecting
      • Inside Sales
      • Observation
      • Networking
    • Prospecting Guidelines
      • Referrals Used in Most Prospecting Methods
      • The Prospect Pool
    • 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 Technolgy 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
      • Summary of Major Selling Issues
      • Meeting A Sales Challenge
      • Key Terms for Selling
      • Sales Application Questions
      • Further Exploring The Sales World
      • Selling Experiential Exercise
      • Your Attitude toward Selling
      • Notes
    • CASE
      • 6.1: Canadian Equipment Corporation
      • 6.2: Montreal Satellites
      • 6.3: PizzaMunch and Social Listening
      • 6.4: Conducting Research to Learn about Leads
  • Chapter 7 PLANNING THE SALES CALL IS A MUST!
    • The Core Principles: Planning
      • Begin Your Plan with Purpose and Passion Will Follow
      • Plan to Achieve Your Purpose
      • What’s a Plan?
      • What Is Success?
    • Strategic Customer Sales Planning—The Preapproach
      • Strategic Needs
      • Creative Solutions
      • Mutually Beneficial Agreements
    • The Customer Relationship Model
      • Why Does Preparation Matter?
      • Elements of Sales Call Planning
    • The Prospect’s Mental Steps
      • Attention
      • Interest
      • Desire
      • Conviction
      • Purchase or Action
    • Overview of the Selling Process
      • Empathizing with the Buyer
      • Learning from an Experienced Buyer, Matthew Leiseth
      • Summary of Major Selling Issues
      • 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
      • Notes
    • CASE
      • 7.1: Ms. Hansen’s Mental Steps in Buying Your Product
      • 7.2: Machinery Lubricants, Inc.
      • 7.3: Telemax, Inc.
  • Chapter 8 CAREFULLY SELECT WHICH SALES PRESENTATION METHOD TO USE
    • The Core Principles: Presentation
    • Sales Presentation Strategy
    • Sales Presentation Methods—Select One Carefully
      • The Memorized Sales Presentation
      • The Formula Presentation
      • The Need-Satisfaction Presentation
      • The Problem–Solution Presentation
      • Comparison of Presentation Methods
      • 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
    • The Parallel Dimensions of Selling
      • First Column
      • Second Column
      • Third Column
      • Fourth Column
    • 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
      • Summary of Major Selling Issues
      • Meeting A Sales Challenge
      • Key Terms for Selling
      • Sales Application Questions
      • Further Exploring The Sales World
      • Selling Experiential Exercise
      • What Are Your Negotiation Skills
      • Notes
    • CASE
      • 8.1: Cascade Soap Company
      • 8.2: Presenting to an Organizational Buyer
  • Chapter 9 BEGIN YOUR PRESENTATION STRATEGICALLY
    • 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
      • Approach Techniques and Objectives
      • Small Talk Warms ’em Up
      • The Situation Determines the Approach
    • Be Flexible in Your Approach
      • Opening with Statements
      • Opening with Questions
    • Using Questions Results in Sales Success
      • The Nondirective Question
      • The Direct Question
      • The Rephrasing Question
      • The Redirect Question
      • Three Rules for Using Questions
    • Is the Prospect Still Not Listening?
      • Demonstration Openings
    • Transitions: Maintain Conversational Flow
      • Summary of Major Selling Issues
      • 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
      • Notes
    • CASE
      • 9.1: The Thompson Company
      • 9.2: The Copy Corporation
      • 9.3: Electronic Office Security Corporation
      • 9.4: Needs Discovery
  • Chapter 10 ELEMENTS OF A GREAT SALES PRESENTATION
    • Building a Trusting, Long-Term Relationship
    • An Overview of the Presentation Section of the Sales Process
    • Three Essential Steps Within the Presentation
      • Remember Your FABs!
      • The SELL Sequence and Trial Close: The FAB + Trial Close
    • The Sales Presentation Mix
      • Persuasive Communication
      • Participation Is Essential to Success
      • Proof Statements Build Believability
      • The Visual Presentation—Show and Tell
    • 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
    • The Sales Presentation Goal Model
    • The Ideal Presentation
    • Be Prepared for Presentation Difficulties
      • How to Handle Interruptions
      • Should You Discuss the Competition?
      • Where the Presentation Takes Place
      • Diagnose the Prospect to Determine Your Sales Presentation
      • Summary of Major Selling Issues
      • 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
      • Notes
    • CASE
      • 10.1: Dyno Electric Cart Company
      • 10.2: Dumping Inventory: Should This Be Part of Your Presentation?
  • Chapter 11 WELCOME YOUR PROSPECT’S OBJECTIONS
    • The Core Principles: Objections
    • What Are Objections?
    • Welcome Objections!
    • When Do Prospects Object?
    • Objections and the Sales Process
    • Basic Points to Consider in Meeting Objections
      • Plan for Objections
      • Anticipate and Forestall
      • Handle Objections as They Arise
      • Be Positive
      • Listen—Hear Them Out
      • Understand Objections
    • Meet the Objection
    • Six Major Categories of Objections
      • The Hidden Objection
      • The Stalling Objection
      • The No-Need Objection
      • The Money Objection
      • The Product Objection
      • The Source Objection
    • Techniques for Meeting Objections
      • Let a Third Party Answer
      • Ask Questions to Smoke Out Objections
      • Rephrase an Objection as a Question
      • 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
      • 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
      • Notes
    • CASE
      • 11.1: Ace Building Supplies
      • 11.2: Electric Generator Corporation (B)
  • Chapter 12 CLOSING BEGINS THE RELATIONSHIP
    • The Core Principles: Closing
    • When Should I Pop the Question?
    • Reading Buying Signals
    • What Makes a Good Closer?
      • Ask for the Order and Be Quiet
      • Get the Order—Then Move On!
    • How Many Times Should You Close?
      • Example of Closing More than Once
    • Closing under Fire
    • Difficulties with Closing
    • Essentials of Closing Sales
    • Get Ready for Closing
      • Did I Miss Anything?
    • Closing Techniques
      • Summary-of-Benefits Close
      • Direct Close
      • Question Close
      • Probability or Rating Close
      • Negotiation Close
      • Technology Close
      • Visual Aids Close
      • Close Based On the Situation
      • Assumptive Close
      • Alternative-Choice Close
      • Minor-Points Close
      • Compliment Close
      • Standing-Room-Only Close
      • Continuous-Yes Close
      • T-Account or Balance-Sheet Close
    • Prepare a Multiple-Close Sequence
    • Closing Begins the Relationship
      • After Closing, Discuss Action Steps
    • When You Do Not Make the Sale
    • Research Reinforces These Sales Success Strategies
    • Keys to Improved Selling
      • Summary of Major Selling Issues
      • 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 13
      • Notes
    • CASE
      • 12.1: Skaggs Omega
      • 12.2: Central Hardware Supply
      • 12.3: Furmanite Service Company—A Multiple-Close Sequence
      • 12.4: Steve Santana: Pressured to Close a Big Deal
  • Chapter 13 SERVICE AND FOLLOW-UP FOR CUSTOMER RETENTION
    • The Core Principles: Post-Sales Service
    • The Importance of Service and Follow-Up
      • What Is Customer Service and Satisfaction?
      • Expectations Determine Service Quality
    • Building a Long-Term Business Friendship
      • What Is a Business Friendship?
      • How to Build a Business Friendship
      • What Is Most Important?
      • How Many Friends?
    • Relationship Marketing and Customer Retention
      • Relationship Marketing Builds Friendships
    • Customer Satisfaction Enables Retention
      • What Do Customers Expect of Salespeople?
    • Technology Aids Salesperson’s Post-Sale Service Behaviors
    • So, How Does Service Increase Your Sales?
      • Satisfied Customers Are Easier to Sell To
    • Turn Follow-Up and Service Into A Sale
      • What’s the Plan after the Sale: Making Sure Everything Happens
    • Account Penetration Is a Secret to Success
    • Service Can Keep Your Customers
    • Returned Goods Make You a Hero
    • Handle Complaints Fairly
    • You Lose a Customer—Keep on Trucking
    • Is the Customer Always Right?
      • This Customer Is Not in the Right!
      • Dress in Your Armor
    • THE PATH TO SALES SUCCESS: SEEK, FOCUS, ASK, SERVE
      • Developing Service Recovery Skills
      • Words of Sales Wisdom
      • True Caring Builds Relationships and Sales
      • Summary of Major Selling Issues
      • 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?
      • Notes
    • CASE
      • 13.1: California Adhesives Corporation
      • 13.2: Sport Shoe Corporation
      • 13.3: Wingate Paper
    • Appendix
    • Apply Your Skills: Sales Role-Plays
      • Role-Play One: Consumer Sales
      • Role-Play Two: Distributor Sales
      • Your Sales Call
      • Role-Play Three: Business-to-Business
      • Role-Play Four: Business-to-Business Sales XDT’s RoboPhone+ (XDT)
      • Role-Play Five (Part One): Consumer Packaged Goods Sales
      • Role-Play Five (Part Two): Consumer Packaged Goods Sales
      • Role-Play Five (Part Three): Consumer Packaged Goods Sales Business Review
      • Role-Play Six (Part One): Business-to-Business
      • Role-Play Six (Part Two): Business-to-Business
      • Role-Play Six (Part Three): Business-to-Business
• PART 4 Time, Territory, and Self-Management: Keys to Success
  • Chapter 14 TIME, TERRITORY, AND SELF-MANAGEMENT: KEYS TO SUCCESS
    • The Core Principles: Time
    • The Management of Time
      • 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
    • What’s Happening in Sales
      • Summary of Major Selling Issues
      • Meeting A Sales Challenge
      • Key Terms for Selling
      • Sales Application Questions
      • Selling Experiential Exercise
      • Further Exploring The Sales World
      • Notes
      • Case 14.1: Your Selling Day: A Time and Territory Game
      • Case 14.2: Sally Malone’s District—Development of an Account Segmentation Plan
• Appendix
• Glossary
• Index

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