Test Bank for Personal Selling: Building Customer Relationships and Partnerships, 2nd Edition, Rolph E. Anderson, Alan J. Dubinsky, Rajiv Mehta, ISBN-10: 0618645705, ISBN-13: 9780618645701
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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
How Customer Oriented Are You?
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
Determine Your Level of Moral and Ethical Standards
The Company’s Ethical Eyes and Ears in the Field
Behaving Ethically, Every Day
AMA Code of Ethics
Going Beyond Ethics: Laws Affecting Business-to-Business Personal Selling
Ethics and Regulation in International Sales
II. The Personal Selling Process
4. Prospecting and Qualifying
Filling the Salesperson’s “Pot of Gold”
Stages in the Personal Selling Process
The Importance of Prospecting
Prospecting for Leads
Jason Smyczynski: Manufacturers’ Sales Representative
Example of Direct Mail
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
Presentation Planning Checklist
Group Presentation Example
Sales Presentation Strategies
Adaptive Versus Canned Sales Presentations
How Adamptive Are You?
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
Letting Customers Close the Sale
Silence Can Be Golden in Closing
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
Customer Service Questionnaire
Evaluating Customer Service
III. Understanding and Communicating with Customers
10. Understanding and Negotiating with Organizational Buyers
What Organizational Buyers Want from Salespeople
Negotiating Styles of Organizational Buyers
Business Orientation of Organizational Buyers
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 Markets
12. Communicating Effectively with Diverse Customers
What Is Communication?
Developing Communication Skills
Are You an Effective Communicator?
What’s Your Communication Stlye?
Communication and Trust Building
IV. Achieving Success in Personal Selling
13. Managing Your Time and Your Territory
Effectiveness And Efficiency
Account And Territory Management
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