TY  - BOOK
AU  - Weitz,Barton A.
AU  - Castleberry,Stephen Bryon
AU  - Tanner,John F.
TI  - Selling: building partnerships 
SN  - 9780073381084 (alk. paper)
AV  - HF5438.25 .W2933 2009
U1  - 658.85 22
PY  - 2009///
CY  - Boston
PB  - McGraw-Hill Irwin
KW  - Selling
N1  - Includes bibliographical references and indexes; CONTENTS 
Preface 000 
part 1 
THE FIELD OF SELLING 000 
Chapter 1 
Selling and Salespeople 000 
Why Learn about Personal Selling? 000 
Creating Value: The Role of Salespeople in Business 000 
What Do Salespeople Do? 000 
Client Relationship Manager 000 
Account Team Manager 000 
Vendor and Channel Manager 000 
Information Provider to Their Firm 000 
Types of Salespeople 000 
Selling and Distribution Channels 000 
Describing Sales Jobs 000 
The Sales Jobs Continuum 000 
Examples of Sales Jobs 000 
Characteristics of Successful Salespeople 000 
Self-Motivated 000 
Dependability and Trustworthiness 000 
Ethical Sales Behavior 000 
Customer and Product Knowledge 000 
Ability to Use Information Technology 000 
Communication Skills 000 
Flexibility and Agility 000 
Creativity 000 
Confidence and Optimism 000 
Emotional Intelligence 000 
Are Salespeople Born or Made? 000 
Rewards in Selling 000 
Independence and Responsibility 000 
Financial Rewards 000 
Management Opportunities 000 
The Building Partnerships Model 000 
Summary 000 
Key Terms 000 
Ethics Problems 000 
Questions and Problems 000 
Case Problems 000 
Role Play Case 000 
Additional References 000 
Chapter 2 
Building Partnering Relationships 000 
The Evolution of Personal Selling 000 
Relationships and Selling 000 
Types of Relationships 000 
Market Exchanges 000 
Partnerships 000 
Characteristics of Successful Partnerships 000 
Mutual Trust 000 
Open Communication 000 
Common Goals 000 
Commitment to Mutual Gain 000 
Organizational Support 000 
Phases of Relationship Development 000 
Awareness 000 
Exploration 000 
Expansion 000 
Commitment 000 
Dissolution 000 
Managing Relationships and Partnering 000 
Choosing the Right Relationship 000 
Using Technology to Increase Efficiency 000 
Summary 000 
Key Terms 000 
Ethics Problems 000 
Questions and Problems 000 
Case Problems 000 
Role Play Case 000 
Additional References 000 
part 2 
KNOWLEDGE AND SKILL 
REQUIREMENTS 000 
Chapter 3 
Ethical and Legal Issues in Selling 000 
Ethics and Personal Selling 000 
Ethics and Partnering Relationships 000 
Factors Influencing the Ethical Behavior of 
Salespeople 000 
Selling Ethics and Relationships 000 
Relationships with Customers 000 
Relationships with the Salesperson?s Company 000 
Relationships with Colleagues 000 
Relationships with Competitors 000 
Legal Issues 000 
Uniform Commercial Code 000 
Misrepresentation or Sales Puffery 000 
Illegal Business Practices 000 
Business Defamation 000 
International Ethical and Legal Issues 000 
Resolving Cultural Differences 000 
Legal Issues 000 
Summary 000 
Key Terms 000 
Questions and Problems 000 
Case Problems 000 
Role Play Case 000 
Additional References 000 
Chapter 4 
Buying Behavior and the Buying Process 000 
Types of Customers 000 
Producers 000 
OEM Purchasers 000 
End Users 000 
Resellers 000 
Government Agencies 000 
Institutions 000 
Consumers 000 
Organizational Buying and Selling 000 
Complexity of the Organizational Buying 
Process 000 
Derived versus Direct Demand 000 
How Do Organizations Make Buying 
Decisions? 000 
Steps in the Buying Process 000 
Creeping Commitment 000 
Types of Organizational Buying Decisions 000 
New Tasks 000 
Straight Rebuys 000 
Modified Rebuys 000 
Who Makes the Buying Decision? 000 
Users 000 
Initiators 000 
Influencers 000 
Gatekeepers 000 
Deciders 000 
Supplier Evaluation and Choice 000 
Organizational Needs and Criteria 000 
Individual Needs of Buying Center Members 000 
Professional Purchasing?s Growing Importance 000 
Supply Chain Management 000 
Supplier Relationship Management 000 
The Internet and Business-to-Business Selling 000 
Summary 000 
Key Terms 000 
Ethics Problems 000 
Questions and Problems 000 
Case Problems 000 
Role Play Case 000 
Additional References 000 
Chapter 5 
Using Communication Principles to Build 
Relationships 000 
Building Relationships through Two-Way 
Communication 000 
The Communication Process 000 
Communication Breakdowns 000 
Sending Verbal Messages Effectively 000 
Choice of Words 000 
Voice Characteristics 000 
Stories 000 
Active Listening 000 
Repeating Information 000 
Restating or Rephrasing Information 000 
Clarifying Information 000 
Summarizing the Conversation 000 
Tolerating Silences 000 
Concentrating on the Ideas Being 
Communicated 000 
Reading Nonverbal Messages from Customers 000 
Body Angle 000 
Face 000 
Arms 000 
Hands 000 
Legs 000 
Body Language Patterns 000 
Sending Messages with Nonverbal 
Communication 000 
Using Body Language 000 
The Role of Space and Physical Contact 000 
Appearance 000 
Communicating via Technology 000 
Telephone and Voice Mail Communications 000 
E-mail Communications 000 
Adjusting for Cultural Differences 000 
Summary 000 
Key Terms 000 
Ethics Problems 000 
Questions and Problems 000 
Case Problems 000 
Role Play Case 000 
Additional References 000 
Chapter 6 
Adaptive Selling for Relationship Building 000 
Types of Presentations 000 
Standard Memorized Presentation 000 
Outlined Presentation 000 
Customized Presentation 000 
Adaptive Selling and Sales Success 000 
Knowledge Management 000 
Product and Company Knowledge 000 
Knowledge about Sales Situations and 
Customers 000 
How to Create Knowledge 000 
Retrieving Knowledge from the Knowledge 
Management System 000 
The Social Style Matrix: A Training Program for Building 
Adaptive Selling Skills 000 
Dimensions of Social Styles 000 
Categories of Social Styles 000 
Identifying Customers? Social Styles 000 
Social Styles and Sales Presentations 000 
Versatility 000 
The Role of Knowledge 000 
Systems for Developing Adaptive Selling Skills 000 
Summary 000 
Key Terms 000 
Ethics Problems 000 
Questions and Problems 000 
Case Problems 000 
Role Play Case 000 
Additional References 000 
part 3 
THE PARTNERSHIP PROCESS 000 
Chapter 7 
Prospecting 000 
The Importance of Prospecting 000 
Characteristics of a Good Prospect 000 
Does a Want or Need Exist? 000 
Does the Lead Have the Ability to Pay? 000 
Does the Lead Have the Authority to Buy? 000 
Can the Lead Be Approached Favorably? 000 
Is the Lead Eligible to Buy? 000 
Other Criteria 000 
How and Where to Obtain Prospects 000 
Satisfied Customers 000 
Endless-Chain Method 000 
Networking 000 
The Internet 000 
Ads and Direct Mail 000 
Shows, Fairs, and Merchandise Markets 000 
Seminars 000 
Lists and Directories 000 
Data Mining and CRM Systems 000 
Cold Calling 000 
Spotters 000 
Telemarketing 000 
Sales Letters 000 
Other Sources of Leads 000 
Lead Qualification and Management Systems 000 
Overcoming a Reluctance to Prospect 000 
Summary 000 
Key Terms 000 
Ethics Problems 000 
Questions and Problems 000 
Case Problems 000 
Role Play Case 000 
Additional References 000 
Chapter 8 
Planning the Sales Call 000 
Why Plan the Sales Call? 000 
Obtaining Precall Information 000 
The Prospect/Customer as an Individual 000 
The Prospect?s/Customer?s Organization 000 
Sources of Information 000 
Resources within Your Company 000 
The Internet 000 
Secretaries and Receptionists 000 
Noncompeting Salespeople 000 
Traditional Secondary Sources 000 
The Prospect 000 
Other Sources 000 
Setting Call Objectives 000 
Criteria for Effective Objectives 000 
Setting More Than one Call Objective 000 
Setting Objectives for Several Calls 000 
Buyers Are Setting Goals Also 000 
Making an Appointment 000 
The Right Person 000 
The Right Time 000 
The Right Place 000 
Cultivating Relationships with Subordinates 000 
Telephoning for Appointments 000 
Additional Planning 000 
Summary 000 
Key Terms 000 
Ethics Problems 000 
Questions and Problems 000 
Case Problems 000 
Role Play Case 000 
Additional References 000 
Chapter 9 
Making the Sales Call 000 
Making a Good Impression 000 
Waiting for the Prospect 000 
Very First Impressions 000 
Selecting a Seat 000 
Getting the Customer?s Attention 000 
Developing Rapport 000 
When Things Go Wrong 000 
Identifying the Prospect?s Needs: the Power of Asking 
Questions 000 
Asking Open and Closed Questions 000 
Spin Technique 000 
Reiterating Needs You Identified before the 
Meeting 000 
Additional Considerations 000 
Developing a Strategy for the Presentation 000 
Offering Value: the Solution to the Buyer?s Needs 000 
Relating Features to Benefits 000 
Assessing Reactions 000 
Building Credibility during the Call 000 
Selling to Groups 000 
Summary 000 
Key Terms 000 
Ethics Problems 000 
Questions and Problems 000 
Case Problems 000 
Role Play Case 000 
Additional References 000 
Chapter 10 
Strengthening the Presentation 000 
Characteristics of a Strong Presentation 000 
Keeps the Buyer?s Attention 000 
Improves the Buyer?s Understanding 000 
Helps the Buyer Remember What Was Said 000 
Offers Proof of the Salesperson?s Assertions 000 
Creates a Sense of Value 000 
How to Strengthen the Presentation 000 
Verbal Tools 000 
Visual Tools 000 
Product Demonstrations 000 
Handouts 000 
Written Proposals 000 
Value Analysis: Quantifying the Solution 000 
Dealing with the Jitters 000 
Summary 000 
Key Terms 000 
Ethics Problems 000 
Questions and Problems 000 
Case Problems 000 
Role Play Case 000 
Additional References 000 
Chapter 11 
Responding to Objections 000 
The Goal Is to Build Relationships and Sell Value 000 
When Do Buyers Raise Objections? 000 
Setting Up an Initial Appointment 000 
The Presentation 000 
Attempting to Obtain Commitment 000 
After the Sale 000 
Common Objections 000 
Objections Related to Needs 000 
Objections Related to the Product 000 
Objections Related to the Source 000 
Objections Related to the Price 000 
Objections Related to Time 000 
Other Objections 000 
Behaviors of Successful Salespeople 000 
Anticipate Objections 000 
Forestall Known Concerns 000 
Relax and Listen?Do Not Interrupt 000 
Evaluate Objections 000 
Always Tell the Truth 000 
Effective Response Methods 000 
Direct Denial 000 
Indirect Denial 000 
Compensation Method 000 
Referral Method 000 
Revisit Method 000 
Acknowledge Method 000 
Postpone Method 000 
Using the Methods 000 
Objections When Selling to a Group of 
Buyers 000 
The Price Objection 000 
Use Up-to-Date Information 000 
Establish the Value 000 
Use Communication Tools Effectively 000 
Dealing with Tough Customers 000 
Summary 000 
Key Terms 000 
Ethics Problems 000 
Questions and Problems 000 
Case Problems 000 
Role Play Case 000 
Additional References 000 
Chapter 12 
Obtaining Commitment 000 
Securing Commitment Today 000 
Part of the Process 000 
The Importance of Securing Commitment 000 
Financial Terms and Conditions 000 
Discounts 000 
Credit Terms 000 
Shipping Costs 000 
Presenting Price 000 
When to Attempt to Obtain Commitment 000 
Buyer Comments 000 
Nonverbal Cues 000 
How to Successfully Obtain Commitment 000 
Maintain a Positive Attitude 000 
Let the Customer Set the Pace 000 
Be Assertive, Not Aggressive 000 
Sell the Right Item in the Right Amounts 000 
Effective Methods 000 
Direct Request 000 
Benefit Summary 000 
Balance Sheet Method 000 
Probing Method 000 
Alternative Choice 000 
Other Methods 000 
If Commitment Is Obtained 000 
No Surprises 000 
Confirm the Customer?s Choice 000 
Get the Signature 000 
Show Appreciation 000 
Cultivate for Future Calls 000 
Review the Actions to Be Taken 000 
If Commitment Is Not Obtained 000 
Some Reasons for Lost Opportunities 000 
Discovering the Cause 000 
Suggestions for Dealing with Rejection 000 
Bringing the Interview to a Close 000 
Summary 000 
Key Terms 000 
Ethics Problems 000 
Questions and Problems 000 
Case Problems 000 
Role Play Case 000 
Additional References 000 
Chapter 13 
Formal Negotiating 000 
The Nature of Negotiation 000 
Negotiation versus Nonnegotiation Selling 000 
What Can Be Negotiated? 000 
Are You a Good Negotiator? 000 
Planning for the Negotiation Session 000 
Location 000 
Time Allotment 000 
Negotiation Objectives 000 
Team Selection and Management 000 
Individual Behavior Patterns 000 
Information Control 000 
The Negotiation Meeting 000 
Preliminaries 000 
General Guidelines 000 
Dealing with Win-Lose Negotiators 000 
Making Concessions 000 
Recap of a Successful Negotiation Meeting 000 
Summary 000 
Key Terms 000 
Ethics Problems 000 
Questions and Problems 000 
Case Problems 000 
Role Play Case 000 
Additional References 000 
Chapter 14 
After the Sale: Building Long-Term 
Partnerships 000 
The Value of Customers 000 
Exploration 000 
Set the Right Expectations 000 
Monitor Order Processing 000 
Ensure Proper Initial Use of the Product or 
Service 000 
Follow Up 000 
Handle Customer Complaints 000 
Expansion 000 
Generating Repeat Orders 000 
Upgrading 000 
Full-Line Selling 000 
Cross-Selling 000 
Commitment 000 
Securing Commitment to a Partnership 000 
Commitment Must Be Complete 000 
Communication 000 
Corporate Culture 000 
The Salesperson as Change Agent 000 
Dissolution 000 
Limited Personal Relationships 000 
Failing to Monitor Competitor Actions 000 
Failing to Monitor the Industry 000 
Falling Into Complacency 000 
Conflict 000 
Summary 000 
Key Terms 000 
Ethics Problems 000 
Questions and Problems 000 
Case Problems 000 
Role Play Case 000 
Additional References 000 
part 4 
THE SALESPERSON AS MANAGER 000 
Chapter 15 
Managing Your Time and Territory 000 
The Value of Time 000 
The Self-Management Process 000 
Setting Goals 000 
The Need for Goals 000 
The Nature of Goals 000 
Types of Sales Goals 000 
Setting Sales Goals 000 
Allocating Resources 000 
Resources to Be Allocated 000 
Where to Allocate Resources 000 
Account Classification and Resource Allocation 000 
Investing in Accounts 000 
Implementing the Time Management Strategy 000 
Daily Activity Planning 000 
Guidelines 000 
Planning Process 000 
Making More Calls 000 
Handling Paperwork and Reports 000 
Evaluating Performance 000 
Postcall Analysis 000 
Activity Analysis 000 
Performance Analysis 000 
Productivity Analysis 000 
Summary 000 
Key Terms 000 
Ethics Problems 000 
Questions and Problems 000 
Case Problems 000 
Role Play Case 000 
Additional References 000 
Chapter 16 
Managing within Your Company 000 
Building Internal Partnerships 000 
The Importance of Internal Partnerships 000 
The Role of Sales 000 
Selling Internally 000 
Company Areas Important to Salespeople 000 
Manufacturing 000 
Administration 000 
Shipping 000 
Customer Service 000 
Marketing 000 
Sales 000 
Partners in the Sales Organization 000 
Sales Management 000 
Field Sales Managers 000 
Managing Ethics in Sales 000 
Ethics and the Sales Executive 000 
Ethics and the Field Sales Manager 000 
Responding to Unethical Requests 000 
Salespeople as Partners 000 
Geographic Salespeople 000 
Account Salespeople 000 
Product Specialists 000 
Inside versus Outside 000 
Sales Teams 000 
Summary 000 
Key Terms 000 
Ethics Problems 000 
Questions and Problems 000 
Case Problems 000 
Role Play Case 000 
Additional References 000 
Chapter 17 
Managing Your Career 000 
Opportunities in Selling 000 
Making a Good Match 000 
Understanding Yourself 000 
Understanding the Company 000 
The Recruiting Process 000 
Selecting Salespeople 000 
Applicant Information Sources 000 
Selling Your Capabilities 000 
Preparing the R?sum? 000 
Gaining the Interview 000 
The Interview 000 
Special Types of Interviews 000 
Follow-Up 000 
Interviewing Never Ends 000 
Managing Your Career Goals 000 
Making the Transition from College to Career 000 
Dual Career Path 000 
Continue to Develop Your KSAS 000 
Managing Stress 000 
Situational Stress 000 
Felt Stress 000 
Summary 000 
Key Terms 000 
Ethics Problems 000 
Questions and Problems 000 
Case Problems 000 
Role Play Case 000 
Additional References 000 
Role Play Case 1: Stubb?s Bar-B-Q 000 
Role Play Case 2: NetSuite 000 
Endnotes 000 
Glossary 000 
Indexes 000
UR  - http://www.loc.gov/catdir/toc/ecip0828/2008039826.html
ER  -