Sales Management Building Customer Relationships And Partnerships

Sales Management: Building Customer Relationships and Partnerships is designed to cover all of the basic topics in sales management while emphasizing customer loyalty, customer relationship management, and the effects of technology on the sales function. Because of advances in telecommunications technology, the traditional role of sales managers is evolving toward managing sales people across multiple channels that contact and service customers through a variety of methods. The text reflects current trends and is designed to prepare students for the additional management responsibilities they are likely to encounter in the real world. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

SALES MANAGEMENT: BUILDING CUSTOMER RELATIONSHIPS AND PARTNERSHIPS, International Edition is designed to cover all of the basic topics in sales management while emphasizing customer loyalty, customer relationship management, and the effects of technology on the sales function. Because of advances in telecommunications technology, the traditional role of sales managers is evolving toward managing sales people across multiple channels that contact and service customers through a variety of methods. The text reflects current trends and is designed to prepare students for the additional management responsibilities they are likely to encounter in the real world.

In line with students' current career goals,Personal Sellingfocuses 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!NewPersonal Profilesfocus 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.

Did you know nearly twenty percent of all college graduates, regardless of major, will start their careers in professional sales? Now is an especially exciting and challenging time to study professional selling. Personal Selling: Building Customer Relationships and Partnerships uses a pragmatic, up-to-date, realistic, upbeat, and professional approach to the study of personal selling (specifically business to business). The text, written in a conversational style, creates diverse "real-world" experiences for students through experiential learning such as Internet exercises, role plays, case studies, and self-assessment tools. To help the reader relate more realistically to a new career in the business-to-business sales field, the publication includes "On the Frontlines: The Life of a Salesperson" vignettes. These features throughout the publication follow the "real-world" personal selling experiences of a recent college graduate. Personal Selling: Building Customer Relationships and Partnerships: Presents considerable theoretical material and depicts practical application of the theory Gives many "real world" company examples that allow students to further enhance their understanding of the concepts. Addresses the increased importance of ethics and legal issues in personal selling and business Describes the use of high-tech tools and the advantages (and a few disadvantages from excessive use) to sell more efficiently and effectively. Embeds "Inside Personal Selling" profiles in each chapter. These profiles present salespeople from diverse backgrounds who sell diverse products for various types of organizations. Features several personal assessment tools for the reader to assess his/her strengths and weaknesses. Topics include those on ethics and communication styles.

The second edition of Sales Force Management prepares students for professional success in the field. Focused on the areas of customer loyalty, customer relationship management, and sales technology, this practical resource integrates selling and sales management while highlighting the importance of teamwork in any sales and marketing organization. The text presents core concepts using a comprehensive pedagogical framework—featuring real-world case studies, illustrative examples, and innovative exercises designed to facilitate a deeper understanding of sales management challenges and to develop stronger sales management skills. Supported with a variety of essential ancillary resources for instructors and students, Sales Force Management, 2nd Edition includes digital multimedia PowerPoints for each chapter equipped with voice-over recordings ideal for both distance and in-person learning. Additional assets include the instructor's manual, computerized and printable test banks, and a student companion site filled with glossaries, flash cards, crossword puzzles for reviewing key terms, and more. Integrating theoretical, analytical, and pragmatic approaches to sales management, the text offers balanced coverage of a diverse range of sales concepts, issues, and activities. This fully-updated edition addresses the responsibilities central to managing sales people across multiple channels and through a variety of methods. Organized into four parts, the text provides an overview of personal selling and sales management, discusses planning, organizing, and developing the sales force, examines managing and directing sales force activities, and explains effective methods for controlling and evaluating sales force performance.

Chip R. Bell--author of the popular Managing "Knock Your Socks Off" Service--presents a clear blueprint for maximizing business success by enhancing customer loyalty and building lasting relationships. Each chapter includes an illustrative story and key principles. "Excellent advice".--Ken Blanchard.

Presents a collection of key international articles in sales management with additional commentary. The text covers issues of business to business marketing, database marketing, customer service, direct selling, technological developments, interpersonal communication and precision marketing.

Designed to prepare upper-level undergraduate and graduate business students for work in the exciting field of global sales management, this text focuses upon the managerial and cross-cultural aspects necessary for leading the global sales force.