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	Reality Sales: Role Plays for the Real World Jane Z. Sojka, Dawn R. Deeter-Schmelz

	Marketing 10e: Marketing in the 21st Century Joel R. Evans, Ph.D., Barry Berman, Ph.D.

	Essentials of Marketing Dana-Nicoleta Lascu, Ph.D., Kenneth E. Clow, Ph.D.

	Shopper, Buyer, and Consumer Behavior Jay Lindquist, Ph.D., M. Joseph Sirgy, Ph.D.

	Services Marketing: Operation, Management, and Strategy Kenneth E. Clow, Ph.D., David L. Kurtz, Ph.D.

	Strategic Marketing Communications: A Systems Approach to IMC M. Joseph Sirgy, Ph.D., Don Rahtz

	Marketing Research: An Aid to Decision Making Alan T. Shao, Ph.D., Kevin Zheng Zhou, Ph.D.

	Strategic Marketing Syed Akhter, Ph.D.

	International Marketing Dana-Nicoleta Lascu, Ph.D.

	International Logistics: Management of International Trade Operations Pierre A. David, Ph.D.

Personal Selling: A Relationship Approach, 7e

Ronald Marks, University of Wisconsin-Oshkosh

Online Edition: $90.25

Paperback +
Online Edition: $109.75

ISBN-10: 1592602290
ISBN-13: 9781592602292

Contents

Preface

Using Atomic Dog Textbooks

Recommended System Requirements

Minimum System Requirements

Printing Atomic Dog Textbooks

Introduction to the Text

Book Organization

New to This Edition

Pedagogical Features

Using the Print and Online Editions

Ancillaries

About the Author

Dedication

Chapter 1 - The Role of Personal Selling

1-1

The Role of Selling

1-2

The Selling Process

1-3

Duties of Salespeople

1-4

The Marketing Concept

1-5

Selling in the Twenty-first Century

1-6

Why Study Selling?

Chapter 2 - A Career in Selling

2-1

Myths about Selling

2-2

Stereotype of the Salesperson

2-3

Types of Sales Efforts

2-4

Rewards of a Sales Career

2-5

What It Takes

Chapter 3 - Toward ProfessionalismThe Salesperson's Legal and Ethical Responsibilities

3-1

The Importance of Ethical Conduct

3-2

The Law and Selling

3-3

Privacy Laws

3-4

Ethical Responsibilities

Chapter 4 - Buyer Behavior

4-1

Individual Determinants of Buying Behavior

4-2

Organizational Selling

4-3

Selling to Groups

Chapter 5 - Effective Communication

5-1

The Communication Process

5-2

Nonverbal Communication

5-3

Dress As a Form of Communication

5-4

Time and Space "Speak"

5-5

Vocal Intonation

5-6

A Final Word

Chapter 6 - Beginning the Relationship Selling Process

6-1

Definition of Relationship Selling

6-2

Comparing Transactional and Relationship Selling

6-3

Rationale for Relationship Marketing

6-4

A Theory of Relationship Selling

6-5

Precall Preparation

6-6

Target Market Analysis

6-7

After-Marketing

Chapter 7 - Successful Prospecting

7-1

What Is Prospecting?

7-2

The Importance of Prospecting

7-3

The New Technology of Prospecting

7-4

Prospecting Methods

7-5

The Preapproach

7-6

Getting the Most from Prospecting

Chapter 8 - The Approach

8-1

Gaining Entry

8-2

The Telephone Track

8-3

Establishing Rapport

8-4

Gaining Attention

8-5

The Next Step

Chapter 9 - Problem Recognition

9-1

The Discussion Process

9-2

The Value of Questioning

9-3

Transition from the Approach

9-4

Identifying Missing Information

9-5

Questioning Techniques

9-6

The Questioning Process

9-7

Further Guidelines for Questioning

9-8

The SPIN Sequence

Chapter 10 - The Presentation

10-1

The Customer's Unstated Questions

10-2

The Product-Analysis Worksheet

10-3

The Demonstration

10-4

Audiovisual Aids

10-5

Recommendations

10-6

Showing Return on Investment

10-7

Comparison and Imagery

10-8

Warranties and Free Trial Periods

10-9

Showmanship

10-10

Making Yourself Understood

10-11

Multiple Calls

10-12

Presentation Psychology

Chapter 11 - Handling Objections

11-1

Preparation

11-2

Ignoring the Objection

11-3

Clarifying the Objection

11-4

Tactics for Handling Objections

11-5

Strategies for Handling Objections

Chapter 12 - Sales Negotiation: Building WinWin Relationships

12-1

Principled Negotiation

12-2

What If the Clients Are More Powerful?

12-3

Some Tactical Considerations

12-4

What If the Clients Play by Different Rules?

12-5

WinLose Maneuvers

Chapter 13 - The Art of Closing

13-1

Myths about Closing

13-2

The Need for the Close

13-3

Why Salespeople Don't Close

13-4

When to Close

13-5

The Trial Close

13-6

The Close Itself

13-7

Handling "No"

13-8

Future Calls

13-9

Departure and Follow-Up

Chapter 14 - Retail SellingA Special Type of Selling

14-1

Uniqueness of Retail Selling

14-2

Steps in Retail Selling

Chapter 15 - Self-Management

15-1

Time Management

15-2

Scheduling Activities

15-3

Postcall Analysis

15-4

The Use of Personal Computers in Self-Management

Chapter 16 - Sales-Force Management

16-1

Why Study Sales Management?

16-2

Recruitment and Selection

16-3

Motivating and Evaluating the Sales Force

Chapter 17 - Your First Sales JobSelling Yourself

17-1

Knowing Your ProductYou

17-2

The ResumePutting Yourself on Paper

17-3

The Job Campaign

17-4

Sweaty Palms TimeThe Interview

17-5

How to Handle Failure


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