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Professional Selling A Trust-Based Approach

by: Ingram, Thomas N.; LaForge, Raymond W.; Avila, Ramon A.; Schwepker, Charles H.; Williams, Michael R.

Professional Selling A Trust-Based Approach

by: Ingram, Thomas N.; LaForge, Raymond W.; Avila, Ramon A.; Schwepker, Charles H.; Williams, Michael R.

ISBN 13:
9780324191110
ISBN 10:
0324191111
Edition: 2nd
Format: Paperback
Copyright: 04/24/2003
Publisher: South-Western College Pub
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Summary

This text provides comprehensive coverage of contemporary professional selling by integrating recent sales research with leading personal selling practices. Professional SellingÃ ;'s chapters can be mixed and matched with sales management chapters from IngramÃ ;'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.

Overview of Personal Selling

(28)

American Express Customizes Its Sales Messages

(1)

Evolution of Personal Selling

(3)

Origins of Personal Selling

(1)

Industrial Revolution Era

(1)

Post-Industrial Revolution Era

(1)

War and Depression Era

(1)

Professionalism: The Modern Era

(1)

Contributions of Personal Selling

(2)

Salespeople and Society

(1)

Salespeople and the Employing Firm

(1)

Salespeople and the Customer

(1)

Classification of Personal Selling Approaches

(6)

Stimulus Response Selling

(2)

Mental States Selling

(1)

Need Satisfaction Selling

(1)

Problem-Solving Selling

(1)

Consultative Selling

(1)

Sales Process

(2)

Summary

(4)

Making Professional Selling Decisions

(3)

Biomod, Inc.

(1)

Plastico, Inc.

(2)

Appendix 1-Sales Careers

(1)

Characteristics of Sales Careers

(2)

Job Security

(1)

Advancement Opportunities

(1)

Immediate Feedback

(1)

Prestige

(1)

Job Variety

(1)

Independence

(1)

Compensation

(1)

Classification of Personal Selling Jobs

(2)

Sales Support

(1)

New Business

(1)

Existing Business

(1)

Inside Sales

(1)

Direct-to-Consumer Sales

(1)

Combination Sales Jobs

(1)

Qualifcations and Skills Required for Success by Salespersons

(4)

Empathy

(1)

Ego Drive

(1)

Ego Strength

(1)

Interpersonal Communication Skills

(1)

Enthusiasm

(1)

Comments on Qualifications and Skills

(2)

Part 1- The Foundations of Professional Selling

(104)

Building Trust and Sales Ethics

(28)

Why Building Relationships and Trust Are Important to Gary Schliessman and Associates

(2)

What Is Trust?

(1)

Why Is Trust Important?

(1)

How to Earn Trust

(4)

Expertise

(1)

Dependability

(1)

Candor

(1)

Customer Orientation

(1)

Compatibility/Likeability

(1)

Knowledge Bases Help Build Trust and Relationships

(5)

Industry and Company Knowledge

(2)

Product Knowledge

(1)

Service

(1)

Promotion and Price

(1)

Market and Customer Knowledge

(1)

Competitor Knowledge

(1)

Technology Knowledge

(1)

Sales Ethics

(6)

Image of Salespeople

(2)

How Are Companies Dealing with Sales Ethics?

(2)

Summary

(6)

Making Professional Selling Decisions

(4)

Schmidt Business Forms

(1)

Sales Ethics: A Case Study

(3)

Understanding Buyers

(44)

Nick LaRoche: Unrecognized Opportunities Become Organizational Buying Motives

(1)

Types of Buyers

(3)

Distinguishing Characteristics of Business Markets

(2)

The Buying Process

(11)

Recognition of the Problem or Need: The Needs Gap

(3)

Determination of the Characteristics of the Item and the Quantity Needed

(1)

Description of the Characteristics of the Item and the Quantity Needed

(1)

Search for and Qualification of Potential Sources

(1)

Acquisition and Analysis of Proposals

(3)

Evaluation of Proposals and Selection of Suppliers

(1)

Selection of an Order Routine

(1)

Performance Feedback and Evaluation

(2)

Types of Purchasing Decisions

(2)

Straight Rebuys

(1)

New Tasks

(1)

Modified Rebuys

(1)

Understanding Communication Styles

(3)

Mastering Communication Style Flexing

(6)

Multiple Buying Influences

(1)

Current Developments in Purchasing

(3)

Increasing Use of Information Technology

(1)

Relationship Emphasis on Cooperation and Collaboration

(1)

Supply Chain Management

(1)

Increased Outsourcing

(1)

Target Pricing

(1)

Increased Importance of Knowledge and Creativity

(1)

Summary

(10)

Assertiveness Scale

(1)

Responsiveness Scale

(3)

Making Professional Selling Decisions

(4)

Candoo Computer Corpoartion

(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

Amazon no longer offers textbook rentals. We do!

Professional Selling A Trust-Based Approach

Professional Selling A Trust-Based Approach

9780324191110

0324191111

Summary

Table of Contents

Supplemental Materials

Write a Review

Amazon no longer offers textbook rentals. We do!

Professional Selling A Trust-Based Approach

Professional Selling A Trust-Based Approach

9780324191110

0324191111

Summary

Table of Contents

Supplemental Materials

Write a Review

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