Personal Selling or Debt Games

Personal Selling: Customer Relationships and Partnerships

Author: Rolph E Anderson

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.

• New! Revised and reorganized, Chapter 3—now titled "Ethics and Legal Considerations in Personal Selling"—covers ethical issues that arise when dealing with prospects and customers, co-workers, and the company. Unlike other personal selling texts, the chapter also discusses sexual harassment in the workplace.
• New! For the Second Edition, the authors have enhanced the text's real-world focus by incorporating current research,examples, and cases from actual companies.
• New! New Personal Profiles focus on salespeople from diverse backgrounds, demonstrating that there is no stereotypical profile of a successful salesperson. Five of the profiles are new to this edition and include interviews with representatives from Beiersdorf, DHL, and Samsung. In addition, a specific salesperson is profiled in the core chapters to illustrate the personal selling process.
• New! To increase the text's visual appeal, the Second Edition features a colorful, contemporary design and new photographs in every chapter, as well as five new icons that signal the following pedagogical features: On the Frontlines, It's Up to You, From the Command Post, Keeping Up Online, and enhanced online content.
• Updated! The impact of technology requires today's sales professional to be more tech savvy than ever. Chapter 2, "The Dynamic Personal Selling Environment," focuses on the empowerment of salespeople who use the latest technology in order to achieve customer satisfaction and loyalty. With respect to the Internet, the text covers the use of blogs, pod-casting, screen sharing, video conferencing, and personalized e-mails in the sales process.
• All chapters conclude with a set of key terms, chapter review questions, topics for thought and class discussion, new role-play exercises, new Internet research exercises, projects for personal growth, and a case. An additional case is found online.

Table of Contents:

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
  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 toPreapproach 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

Book about: The Interactive Computing Series or Epidemiology of Quality

Debt Games: Strategic Interaction in International Debt Rescheduling

Author: Vinod K Aggrawal

This book explains the significant variation that has emerged over time and across cases in international debt rescheduling during the past one hundred and seventy years. Based on a novel situational theory of bargaining, Professor Aggarwal's study provides a method to deduce actors' payoffs in different bargaining situations to develop "debt games," which are then used to predict negotiating outcomes. This integrated political-economic approach to analyze bargaining episodes goes beyond simple economic models or purely descriptive studies. In doing so, it contributes to international political and economic theory, game theory, and historical research on debt negotiations.