Download PDF Personal Selling: Building Customer Relationships and Partnerships, by Rolph E. Anderson, Alan J. Dubinsky, Rajiv Mehta
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Personal Selling: Building Customer Relationships and Partnerships, by Rolph E. Anderson, Alan J. Dubinsky, Rajiv Mehta
Download PDF Personal Selling: Building Customer Relationships and Partnerships, by Rolph E. Anderson, Alan J. Dubinsky, Rajiv Mehta
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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.
- Sales Rank: #46169 in Books
- Published on: 2006-03-10
- Original language: English
- Number of items: 1
- Dimensions: .90" h x 8.10" w x 10.00" l, 2.60 pounds
- Binding: Hardcover
- 560 pages
Review
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? 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 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 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 Markets 12. Communicating Effectively with Diverse Customers What Is Communication? Developing Communication Skills Are You an Effective Communicator? Communication Styles What's Your Communication Stlye? Communication and Trust Building IV. Achieving Success in Personal Selling 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
About the Author
Alan J. Dubinsky is a leading authority in sales management and selling. He has authored and co-authored over 150 articles on sales and marketing issues. His article "Sales Force Socialization" was voted by the AMA Sales SIG as one of the top ten most influential articles in selling and sales management in the twentieth century. He has written three books in the area of sales management and selling. Currently, Dr. Dubinsky is a Professor of Selling and Sales Management at Purdue University.
Rajiv Mehta (PhD, Drexel University) is Associate Professor of Marketing at New Jersey Institute of Technology, Newark, NJ. Dr. Mehta has published articles on sales management, channel management, and international marketing in major marketing journals. He has also received awards for excellence in research and teaching.
Most helpful customer reviews
1 of 1 people found the following review helpful.
Just what I was looking for
By C. Lorentzen
My college class in the business curriculum in required the text book and it was much less expensive that those at the book store. It came to my door pronto and in excellent condition as stated. Thanks again for a great experience in buying Amazon!
2 of 3 people found the following review helpful.
34 Days After I Order the Book, I Find Out I Don't Need It For Class
By Kat M B
I purchased this textbook July 27, 2012 for an upcoming college course. It didn't come shrink-wrapped and had very mild dents. It didn't look like it had been used or opened though. So this was fine.
Class did not start until August 29, 2012. The professor told us on September 4, 2012 that we did not need our books. (How was I supposed to predict this??) The same day he told us, Sept. 4th, is when I contacted Amazon and Amazon contacted the seller (bordeebook) for me. This was only 4 days after the 30 day return mark. Both the Amazon rep and I were shocked that the third party seller declined my return. The book has not been touch or opened and is in the same condition that I received it. So she offered up the A-to-Z Guarantee, and was sure I would qualify.
So I'm very surprised that I'm being told I do not qualify. What is the purpose of the A-to-Z Guarantee if it's not meant to protect buyers like myself in these situations? In order to qualify for the A-to-Z Guarantee, I should have contacted the seller 14 days (from the time of purchase) and returned the item 30 days from the time of purchase?? How was I supposed to predict my professor would tell us that we no longer needed the textbook? So it seems you can only qualify, for the A-to-Z Guarantee, if you have ESP and can predict future issues.
Lesson learned...DO NOT buy from third-party sellers. Pay the extra money to purchase directly from Amazon.com.
And although this purchase was from a third-party...the A-to-Z Guarantee is yours (Amazon), so this leaves me with a negative experience.
Update 9/17/12: Amazon called me to tell me they would be refunding me the full amount. And they apologized for the inconsideration of the third party seller, and the lack of help from their A-to-Z Guarantee department.
Be very careful when purchasing from third-party sellers.
1 of 1 people found the following review helpful.
Good personal Selling book.
By Adam Silvia
I needed this book for my personal selling class, and found it on amazon for a good rental price. I've read most of the book by now, and it's filled with real world examples, but can be a little slow sometimes.
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