Personal selling : building customer relationships and partnerships / Rolph E. Anderson, Alan J. Dubinskyand Rajiv Mehta.
By: Anderson, Rolph E
.
Contributor(s): Dubinsky, Alan J | Mehta, Rajiv.
Material type: 
BookPublisher: Boston : Houghton Mifflin, 2007Edition: 2nd ed.Description: xxv, 497, [26] p. : ill. ; 27 cm.ISBN: 0618645705 ; 0618731016 .Subject(s): Selling | Sales personnel | Customer relationsDDC classification: 658.81 | Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
| General Lending | MTU Bishopstown Library Lending | 658.81 (Browse shelf(Opens below)) | 1 | Available | 00191327 | ||
| General Lending | MTU Bishopstown Library Lending | 658.81 (Browse shelf(Opens below)) | 1 | Available | 00191330 |
Browsing MTU Bishopstown Library shelves, Shelving location: Lending Close shelf browser (Hides shelf browser)
Enhanced descriptions from Syndetics:
In line with students' current career goals, Personal Selling focuses exclusively on professional business-to-business selling rather than retail selling. Early introduction of the Personal Selling Process (PSP) engages students from the beginning, with tools for converting prospects into customers. The authors' latest research on customer loyalty and relationship marketing further distinguishes Personal Selling from other titles, which focus less on these pressing issues. Strategies for achieving long-term customer loyalty underscore how attracting, cultivating, and retaining satisfied customers leads to higher profitability for salespeople and their organizations. Clear, conversational writing allows students to easily understand the authors' research and analysis of the field. The Second Edition includes an updated discussion of technology tools and services that facilitate sales. Chapter 2 explores the behavioral, technological, and managerial forces affecting personal selling today, and discusses numerous inexorable changes within each. In addition to new examples and photos, a new feature follows an actual sales professional through the various aspects of his job.
Previous ed. published as: Personal selling : achieving customer satisfaction and loyalty / Rolph E. Anderson, Alan J. Dubinsky.
Includes bibliographical references (pages 479-491) and indexes.
Part One: Overview of personal selling -- Introduction to personal selling: It's a great career! -- Adjusting to the dynamic personal selling environment -- Ethical and legal considerations in personal selling -- Part Two: The personal selling process -- Prospecting and qualifying: Filling the salesperson's Pot of Gold -- Planning the sales call: Steps to a successful approach -- Sales presentation and demonstration: The pivotal exchange -- Negotiating sales resistance and objections for Win-win agreements -- Confirming and closing the sale: Start of the long-term relationship -- Following up and servicing the account: Building strategic partnerships by keeping customers satisfied and loyal -- Part Three: Understanding and communicating with customers -- Understanding and negotiating with organizational buyers -- Strategic understanding of your company, products, competition and markets -- Communicating effectively with diverse customers -- Part Four: Achieving success in personal selling -- Managing your time and your territory -- Starting your personal selling career.
Personal Selling focuses exclusively on professional business-to-business selling rather than retail selling. Early introduction of the Personal Selling Process (PSP) engages students from the beginning, with tools for converting prospects into customers. The authors' latest research on customer loyalty and relationship marketing further distinguishes Personal Selling from other titles, which focus less on these pressing issues. Strategies for achieving long-term customer loyalty underscore how attracting, cultivating, and retaining satisfied customers leads to higher profitability for salespeople and their organizations. Clear, conversational writing allows students to easily understand the authors' research and analysis of the field. The Second Edition includes an updated discussion of technology tools and services that facilitate sales.
CIT Module MRKT 7005- Supplementary reading
CIT Module MRKT 7009 - Core reading
Table of contents provided by Syndetics
- Preliminary Contents
- I Overview of Personal Selling
- 1 Introduction to Personal Selling: It's a Great Career!
- Marketing and Personal Selling: Changing with the Times Personal Selling: A Fresh Look
- What Is a Customer?
- What Is a Product?
- Diverse Roles of the Professional Salesperson
- What Does a Professional Salesperson Do?
- Using Technology to Sell Better Benefits of Professional
- Personal Selling as a Career
- Careers for Different Types of Individuals
- 2 Adjusting to the Dynamic Personal
- Selling Environment Megatrends Affecting Personal
- Selling Adapting to Megatrends Professional
- Salespeople as Customer Relationship Managers
- 3 Ethical and Legal Considerations in Personal Selling What Are Ethics?
- Ethical Concerns of Salespeople
- The Company's Ethical Eyes and Ears in the Field
- Behaving Ethically, Every Day Going Beyond
- Ethics: Laws Affecting Business-to-Business
- Personal Selling Bribery: Unethical Ethics and Regulation
- Practices and Regulation in International Sales Making Ethical Decisions
- II The Personal Selling Process
- 4 Prospecting for and Qualifying Leads: Filling the Salesperson's "Pot of Gold" Stages in the Personal Selling Process
- The Importance of Prospecting Prospecting for Leads
- The Prospecting Plan Prospects: The Salesperson's Pot of Gold Qualifying: How a Lead Becomes a Prospect
- 5 Planning the Sales Call: Steps to a Successful Approach
- Importance of Planning the Sales Call
- Planning for the Sales Call: Seven Steps To Preapproach Success
- Initial Call Reluctance--Sales "Stage Fright" Interaction with the Receptionist Approaching the Prospect Greeting the Prospect Improving One's Self-Image
- 6 Sales Presentation and Demonstration: The Pivotal Exchange
- The First Sales Call and the Sales Presentation
- Planning the Sales Presentation
- General Guidelines for Effective Sales Presentations
- Sales Presentations to Groups
- Sales Presentation Strategies
- Adaptive Versus Canned Sales Presentations
- Written Presentations Selling the Long-Term Relationship
- 7 Negotiating Sales Resistance and Objections for "Win-Win"
- What Are Buyer Objections and Resistance?
- Planning for Objections Different Forms of Objections
- Identifying and Dealing with the Prospect's Key Objection
- Negotiating with Prospects and Customers
- Specific Techniques for Negotiating Buyer Objections
- A Major Nemesis: Price Resistance
- 8 Confirming and Closing the Sale: Start of the Long-Term Relationship Closing and Confirming the Sale Avoiding the Close
- The Trial Close Principles of Persuasion in Closing
- Closing Techniques Letting Customers
- Close the Sale Silence Can Be Golden in Closing
- Closing Mistakes
- How Do You Handle Sales Rejection?
- Immediate Post-Sale Activities
- 9 Following Up and Servicing the Account: Building Strategic Partnerships
- By Keeping Customers Satisfied and Loyal
- The Nature of Buyer-Seller interactions
- What Is Customer Service?
- Importance of Customer Satisfaction
- Customer Follow-Up Strategies
- Closing with the Customer Service
- Team Keeping Up with Rising Customer Service
- Expectations Evaluating Customer Service
- III Understanding and Communicating with Customers
- 10 Understanding Organizational Markets
- What Organizational Buyers Want from Salespeople
- Industrial Markets Resellers
- Government Markets Not-for-Profit Markets
- Negotiating Styles of Organizational Buyers
- Business Orientation of Organizational
- Buyers International Negotiations
- 11 Strategic Understanding of Your Company, Products, Competition, and Markets Strategic
- Understanding of Your Company Strategic
- Understanding of Your Products Strategic
- Understanding of Your Competition Strategic
- Understanding of Your Competition Strategic
- Understanding of Your Markets
- 12 Communicating Effectively with Diverse Customers
- What Is Communication?
- Developing Communication Skills
- Communication Styles Communication and Trust Building
- 13 Managing Your Time and Your Territory
- Self-Management Effectiveness
- And Efficiency Sales Activities
- Setting Priorities Account And Territory Management
- Working Smarter
- 14 Starting Your Personal Selling Career
- Your Career in Sales
- What Companies Look for in New Salespeople
- How Companies Screen
- You for a Sales Job
- Selling Yourself to a Prospective Employer
- Your Early Sales Career