Index
account development ratios 338
accountability 127
accounts: analysis 247–8; attractiveness 248–9; call rates 248; classifying 248; effort 249; expense 331, 344; key 44; management 288–9, 367; planning guide 248–9; priorities 241
achieved status 368
adaptive selling 36
Adelphia 98
advancement: opportunities for 331–2, 344
advantages 174–6, 179, 185; local 364
advertisements 291–3; applicants 293
advertising 57–8, 80, 111, 329; mass-market 148; word-of-mouth 142
advocacy: customer 142
aesthetics 64
agreement: customer 176, 185; purchase 47–8, 177
AIDA (attention, interest, desire, action) 164
Airbus 358
Align Mark 310
alternative choice close 215
altruism 268
American Management Association (AMA) 293
Americans with Disabilities Act (1990) 296
analysis and refinement 114
anger 200
Anheuser-Busch 41
Apple 19, 67–8, 122, 272, 293; iPad 119, 183, 194, 362–4
applications 294; employment 296; requirements 295; of technology 67–8
appraisal: performance 327, 339–45
approach: customer 166–70; strategies 168–70
aptitude: sales 265–6, 288, 297; tests 297
arrests 296
Art of Closing Any Deal, The (Pickens) 216
ascribed status 368
assessment approach 169
balance sheet close 216
bankruptcy 296
Barnes & Noble 237
Beechcraft 49
behavior 334; buyers 47; organizational citizenship 268; salespeople 261–80; unethical 11, 19, 31–2, 85, 91–3, 98–102, 308
behaviorally anchored rating scale (BARS) 339–42, 345
benefits 174–6, 179–80, 185, 328; broad 313; bundling 57–60; customer 168–9; employee 325–6; measuring 311–14; perceived 198; sales training 311–14; specific 313–14
best practices approach 275
Bezos, J. 17
billing 222
bird dogs 143
Blackberry 272
blended technology 121
Blue Cross Blue Shield 307
body movement 181
bounce-back 203
brand: equity 67; global 68; management 34, 65
Bristol-Myers Squibb (BMS) 15
Bureau of the Census 246
business: climate 102; ethics 85–7; expenses 90, 93, 331, 361; global 20–1, 93, 355, 358, 366; philosophy 57, 111–12, 115, 124; practice 361–4; relationships 91, 147, 214, 342, 361; unlawful activity 96–8
Business Development Managers 41
business-to-business (B2B) 138, 147; companies 246; products 247; prospecting 145; relationships 117; sales jobs 41–2; salespeople 265; selling 40–1, 119–21, 143–5, 150–2
business-to-business (B2B) markets 40, 58, 145; vs. B2C markets 40–1
business-to-consumer (B2C) 253; companies 246; goods 247; selling 40–1
business-to-consumer (B2C) markets 40, 47, 58, 247; vs. B2B markets 40–1
buy-now close 216
buyer-seller relationships 35, 89, 94, 122, 165–6, 176–7, 359; building 177, 193; communication 49, 117, 200, 213, 223, 226; establishing 177; interaction 13; long-term 152, 198; negotiations 198; profitable 165; quality of 65; successful 177, 191–3; value creation 5, 48, 55–81, 220
buyers: behavior 47; objections 217–20; questions 218; understanding 10, 29–53
buying: center 10, 42–9, 138, 143, 150; organization 37, 47, 65, 342
buying signals 213–15, 226; identifying 218–19; nonverbal 219, 226; trial close 219; verbal 218–19, 226
calls: activity ratios 338; cold 147; frequencies 242, 245, 248; reluctance 149, 153, see also sales call
career: management 293; overview of selling as 31–5; paths 31, 49, 331; priorities 240–1; selling overview 31–5
Caterpillar 19
caveat emptor 88
cease-and-desist orders 97
cell phones 90–1, 166–7, 182–4, 194, 242, 272, 308–9
centers of influence 143
central tendency 340
Cessna 49
Chally Group Worldwide 115
channel deliverables (supply chain) 64
Cisco Systems 88, 266, 291, 299, 333
civic and professional groups 143
civic virtue 268
classifying accounts 248
Clayton Act (1914) 96
closing: common mistakes 219–20; and follow-up 13, 211–33; sales manager’s role in 226; selling is not linear process 213–14; silence 214; skills 37; what is it? 213–14
closing methods 214–16; alternative choice close 215; assumptive close 214–15; balance sheet close 216; buy-now close 216; direct close 215; impending-event 216; minor point close 215; practice makes perfect 216; standing-room-only 216; summary-of-benefits close 215–16; t-account close 216; trial close 164, 219–20, 226
CNL Investments 93
code of ethics 93, 98–102; corporate 93, 98–9; individual 99–100; personal 93, 98–9, 102
cold calls 147
college graduates 293
collusion 96
combination compensation plans 328–30, 344
commerce: electronic (e-commerce) 17, 144, 334; interstate 98
commission 325–6; straight 328–30, 344
commodities 7, 47, 69, 121, 137, 364
communication: buyer-seller 49, 117, 200, 213, 223, 226; customer 90, 176, 223, 364–5; effective 177–8, 367; face-to-face 19, 121, 184, 223; how to be better 178; marketing 57–9, 111, 175, 364; mobile 184, 365; open 93; oral 180–1, 295; persuasive 12; sales message 12–13, 63–9, 152, 159–89, 213, 219; technology 19; tools 121–2, 223, 359; value in sales message 63–9; verbal 37; wireless 167, 185, see also value communication
community 143–5, 268; building 121–2
company: orientation 307; relations 339
Company Online Applications 123
company policy 239, 254, 273–7, 307, 325, 331, 367; align with customer expectations 239; unethical corporate culture 93; unfair corporate policy 93–4
compensation 267, 275–7, 291, 300, 323–32, 343–4; dangers of paying salespeople too little/too much 333–4; deciding on mix and level of 332–4; for deficiencies 202; expense accounts 331; financial 276, 325–6, 331, 334, 344; fixed 329; global salesperson 369; higher 331–3, 340; incentive 329, 344; nonfinancial rewards 331–2; opportunities for advancement 331–2; other types of 330–2; policies 276; proportion of incentive pay to 329; recognition programs 332; sales 325, 329, 332–3; sales contests 330–1; salesperson 15, 323–52, 369; total 34, 329–33, 344
compensation plans 91, 277, 325, 329–31, 344; combination 328–30, 344; straight commission 328–30, 344; straight salary 328–30, 344
competitive markets 64, 111, 122
competitive products 307
competitors: defamation 97–8; obstruction 97
complex logistics networks 362
concentration ratio 250
conferences 147
confidence: personal 238
confidentiality 92, 182, 272; leaks 88–90, 100
conformance 64
conscientiousness 268
consolidated metropolitan statistical areas (CMSAs) 246–7
consumer buying: vs. organizational buying 47
contact: face-to-face 138, 172, 177, 237–8, 243, 248, 309
contests: sales 325–6, 330–1, 344
contract 359
convictions 296
corporate culture 16, 83, 98, 368–9; unethical 93
corporate ethics 93, 98–9, 361
corporate image/reputation 67
corporate policy 85, 361; unfair 93
costs: sales training 311–14; selling 39, 331–3; transportation 17, 363
counties 246
County and City Data Book 246
creativity 7, 32, 40, 267, 273
credibility 65, 88–90, 168, 177, 203, 302
credit 222; terms 199–200, 264, 273
Crest Whitestrips 46
critical incidents 341
cross selling 267
cross-cultural differences 368
cross-functional selling 35, 41, 65
culture 16, 357–62, 367–70; corporate 16, 83, 93, 98, 368–9; differences 291, 359–61, 367–9; environment 20; global sales process 359–62; time-sensitive 361; unethical corporate 93; values 359–61, 368
cumulative knowledge 176
currency exchange rates 18, 363
customer approach: assessment 169; before meeting 166–7; customer benefit 168–9; first three minutes 167–8; good first impression 166–8; greeting customer 167–8; initiating relationship 166–70; product demonstration 170; question 169; referrals 168–9; strategies 168–70
customer concerns 193–5, 198–205, 237; I don’t really know you 195–6; add value to total package 198; best price 197–8, 205; common 193–8; company trust 195, 205; listening and validating 200; loyalty to existing supplier 195; price is your friend, not your enemy 198; price as main issue 198; product need 194–5; summary of 194; time to consider product 197, 205; unease about company 195
customer expectations 178, 238–9, 254, 271, 358, 362; and complaints 221–2; management 69; reset as needed 225
customer needs 125, 161–5, 169–76, 179–80, 184–5, 194–5, 365–6; agreement 176; apply knowledge to 174–6; establish relationship 177; identifying 170–3; listen 173–4; minimize change conflict 176–7; questioning and presentation 171–2; satisfying 176–7
customer relationship management (CRM) 5, 8, 12, 19, 109–31, 148, 342; analysis and refinement 114; connecting to strategic selling and sales force management 124–9; customer interaction 114; and follow-up 225–6; from mass to one-to-one marketing 112–13; impediments to maintaining system data 128–9; knowledge discovery 114; make best use in prospecting 149; market planning 114; process cycle 114; what is it? 111–15
customer relationships: CRM and follow-up? 225–6; customer expectations and complaint behavior 221–2; follow-up enhances 220–6; improved 211, 238, 299; initiating 149; long-term 220–2, 225–6, 266, 327; other key follow-up activities 225; proactive follow-up 223–4
customer value 60, 88, 112–13, 126–7, 179–80, 193–5; lifetime 7, 62–3
customer-centrism 1, 5–6, 16, 21, 111–14, 124, 129
customer-salesperson relationship 307, 365
customers: acquisition 113, 238; advocacy 142; agreement 176, 185; anxiety 168, 199; benefit 168–9; communication 90, 176, 223, 364–5; complaints 221–2; coverage 238, 246, 254; delight 13, 69, 225; dissatisfaction 13, 69, 225, 246; ethics 88–90; external 342; feedback 114, 162–4, 169, 225, 239, 342; firing 62; getting to know 125–7; greeting 167–8; insights 125–7; interaction 36, 111, 114, 129, 153, 164, 176–7; internal 58, 342; investment 6–7, 114; journey 126; lifetime value of 7, 62–3, 113; local 298, 363–5; loyalty 5, 13, 60–2, 69, 113, 141–2, 225–6; marketing 112–13; mindset 5–6; negotiation 199–200, 204–5; nonverbal communication 180–1; objections 191–5, 198–205, 310; orientation 5, 88, 111, 264; perception 13, 63, 69, 198; potential 122, 125–8, 137–40, 143–6, 150, 161, 307; profitable 62, 113; retention 39, 62, 113, 225, 238, 276, 332–4; satisfaction 60–2, 176–7, 204, 225–6, 241, 343; segmentation 126; service 47, 176, 198–200, 203, 329, 365, 369; service representatives 126, 273; 360-degree view of 125; training 222
daily event schedule 242
data: collection questions 171–2; mining 114; warehouse 114
Death of a Salesman (Miller) 31
deception 92
decision making: ethical 83, 98–9, 102, 274–5, 361–3; managerial 115
decision support system (DSS) 309
defer 204
deficiency: compensating for 202
Dell 60, 98, 179, 293; Code of Conduct 85–6
demand: derived 45
demarketing 20
demonstrations 177–9; checklist 178; product 161, 169–70, 177–9
denial: direct 201; indirect 202–3
Department of Commerce (DOC) 90
derived demand 45
development 14; product 15, 19, 59, 65, 123, 176, 342; professional 323, 343–4
DeVincentis, J.: and Rackham, N. 7
Diagnostic Services Inc (DSI) 256
diffusion 368
direct close 215
direct denial 201
direct selling 20, 25, 40; time 248
directories 144
disabilities 296
discrimination 92–3, 102, 296, 314; price 96–8, 102
dissatisfaction: customer 13, 69, 225, 246; job 32, 265, 269, 274–5; latent 49
distribution and feedback options 121
Do Not Call Registry 146
double-booking 361
durability 64
Eades, K. 9
Education Development Center 309
educational experience 294, 367
educational institutions 291–3
effectiveness 342–5; vs. performance 334–6
effort 15, 18–19; account 249; sales 7, 19, 39, 361
80:20 rule 250
email 243; etiquette 223–4; junk 144, 147; spam 144
EMC Corporation 35
empathy 67, 214, 220–2, 226, 265, 294, 297
employment: agencies 293; applications 296
enterprise resources planning (ERP) 251
environment: cultural 20; economic 18–19; external 18–21; inappropriate 182; legal 19; natural 20–1; political 19; social 20; technological 19; variables 267–8
equipment: installation of 222
equity: brand 67
equivalent products 362
ethics 1, 10–12, 16, 19, 294, 357, 370; business 85–7; cheating 90; checklist 101; code of 93, 98–102; companies outside USA 94; companies and social responsibility 86; concerns for management 91–4; concerns for salespeople 86–91; confidentiality leaks 90; corporate 93, 98–9, 361; customer 88–90; decisions 83, 98–9, 102, 274–5, 361–3; dishonesty 88; employer 90–1; gifts, entertainment, bribes 88–9; importance in 21st century 85–6; inappropriate relationships 91; and information 363; issues 83–106, 308; management 91–4; misuse of company resources 90–1; personal 93, 98–9, 102; renewed emphasis on 85–6; training 85, 308; unfair treatment 89–90
evaluation: global sales force 369; performance 48, 323, 334–45, 369; of proposals 47–8; salesperson 323–52, 357, 370; self- 342, 345
evaluation options matrix 312–13
expatriates 367
expectancy 266, 275–6; theory 14
expectations see customer expectations
expenses: accounts 331, 344; business 90, 93, 331, 361; ratios 338; reimbursement 331; sales 238, 254
experience: educational 294, 367; or youth 239, 289
extrinsic rewards 33–4, 268–9, 277
FAB 153, 174–6, 185, 194, 198, 202
face time 365
face-to-face communication 19, 121, 184, 223
face-to-face contact 138, 172, 177, 237–8, 243, 248, 309
Families and Work Institute (FWI) 270
favorable working conditions 34
Federal Trade Commission (FTC) 145
feedback 48, 267–9, 273, 302, 310–11, 314, 342–5; customer 114, 162–4, 169, 225, 239, 342; performance 48, 273, 342–5; territory 243, 254
financial compensation 276, 325–6, 331, 334, 344
financial resources 17
firing a customer 62
first impression: before meeting 166–7; first three minutes 168; good 150–4, 161, 166–8, 185; greeting customer 167–8
Fisher, R.: Ury, W. and Patton, B. 213–14
fixed compensation 329
flexibility 162, 166, 182, 240, 273–6
Flickr 122
follow-up: activities 225; and closing 13, 211–33; and CRM 225–6; customer expectations and complaint behavior 221–2; enhances customer relationships 220–6; proactive 223–4; sales manager’s role 226; skills 35
forced-choice questions 297
Foreign Corrupt Practices Act (1977) 361
form utility 60
formula presentation 164
Franklin Covey 242
Friedman, T.L. 358
friends and relatives 143
front-loaded selling 8
frontier opportunities 123
gamification 123
garbage in, garbage out (GIGO) 128
garnishments 296
Garvin, D. 64
General Electric 34, 40–1, 305, 359
Getting to Yes (Fisher, Ury and Patton) 213–14
Gillette 17
give-get ratio 7
Glengarry Glen Ross (1992) 31
global account managers (GAM) 366–7
global challenges: sales process 358–65; sales process management 366–9
global marketing communications 364
global markets 17–19, 355–8, 362, 365–9; pricing for 362–3
Global Positioning Systems (GPS) 121
global sales environment 357–8, 361–2, 365–7, 370
global sales process: business practices 362–4; challenges 358–69; compensation of salesperson 369; culture 359–62; evaluation of sales force 369; hire right people 366–7; managing 366–9; motivation of salesperson 368–9; sales organizational structure 366; technology 365; training for effective selling 367–8
global selling 357–8; environment 15–21; marketplace 357–8; training for effective 367–8
global virtual sales teams 44
goals 16, 213–14, 240–3, 325–6, 334, 342–4, 366–9; attainable 149–50; sales call 150, 213; setting 148–50, 165–6
Goettsch, D. 307
Goldstein, L. 49
Google 122, 137, 144, 237; Maps 121, 166
green work environment 21
growth 141
H&M 358
half-truths 88
handicaps 296
harshness 340
health problems 296
height 296
Hewlett-Packard (HP) 89, 273, 306
home country 15–17, 359, 366–9
Home Depot 89
hometown providers 364
honesty 86–93, 100–2, 199, 216–17, 272, 297–8, 308
Huthwaite Inc 172
Hyundai 46
if-then scenarios 199
illegal questions 296
image: corporate 67; portrayal 151–2
Immelt, J. 34
impending-event close 216
inappropriate environment 182
inappropriate relationships 91
incentive-based rewards 329
incentives 15, 327–32, 344; additional 325; ceilings 329–30; compensation 329, 344; earnings 329–30; individual 330; nonfinancial 326, 344; pay 325, 328–30, 344; policies 276; salesperson 325–7; team 329–30
industrial selling 40
industry orientation 307
information: access 121; aggregation 251–3; collecting 38; and ethics 363; management 342; organizational of critical 242; sharing 243
information technology (IT) 124
inner direction 368
innovative role 273
Insurance Marketplace Standards Association (IMSA) 308
integrated marketing communications (IMC) 57–9, 64–5, 69
integrity 10–11, 86, 90, 98–100, 308
intelligence tests 297
interaction 11, 89, 161, 311; buyer-seller 13; customer 36, 111, 114, 129, 153, 164, 176–7; with many people 37, 273; proficiency 37; social 38, 162
internal sources 291
International Business Machines (IBM) 42–4, 64, 67, 225, 251, 357, 366
Internet 150, 269, 291–3, 307, 310–11, 357, 364–5; applicants 293; email 144, 223–4, 243; sales simulation 310; social media 12–13, 117, 120–2, 125, 137–8, 141–5, 153
interviews 296; personal 294–5; requirements and applications 295; structured 294; unstructured 294
intimate space 181
intrinsic rewards 33, 268–9, 276–7, 343
investigation questions 172
investment 60, 69; return on customer 6–7; return on (ROI) 127; time 8, 238
Japan 359, 368–9; tsunami (2011) 20
job-family conflict 270
jobs 333–4; analysis 288–90, 314; autonomy 32–3; B2B 41–2; description 288–90, 294, 314, 365–7; dissatisfaction 32, 265, 269, 274–5; enlargement 38; factors 39; knowledge 339; perception 271–2; performance 271, 288–90, 294–301, 342; preview 295; qualifications 288–90, 294, 314; rewarding 32–5; rotation 310; satisfaction 21, 31–2, 93, 268–71, 277, 313, 344; selling in B2C vs. B2B markets 40–1; types of B2B sales 41–2; types of 40–2; variety 32–3
Johnson & Johnson (J&J) 64, 273
Johnson Controls Inc 309
journey: customer 126
just-in-time approach 166
Kamen Wiping Materials Co Inc 49
Kerr, S. 327
key account manager (KAM) 15, 44, 366
key accounts 44
key senior managers 98
key success factors 14
knowledge 164, 174–6, 185; applying to customer needs 174–6; cumulative 176; discovery 114, 129; job 339; product 291, 295, 298, 306–7, 365
Lafley, A.G. 34
language 359, 364; body 174, 180–1
Lear Corporation 46
legal environment 19
legal responsibility 95
leniency 340
libel 97
Liberty Mutual Insurance 308
lifetime value: of customer 7, 62–3, 113
listening 173–4, 220; active 174, 214; passive 174; skills 35, 214, 226
loyalty 177; customer 5, 13, 60–2, 69, 113, 141–2, 225–6; to existing supplier 195
Macy’s Department Store 45
management: account 288–9, 367; brand 34, 65; career 293; decision making 115; ethical concerns for 91–4; global sales process 366–9; hierarchical 367–9; how managers influence performance 274–6; information 342; leadership 276; policy 97, 265, 276, 288–9, 334; product 253, 298; provide territory feedback to 243, 254; sales 1, 5, 10–11, 14–15, 19–20, 116–17, 263–5; sales force 124–9, 370; salesperson self- 13, 235–57; senior 93, 98, 124, 369; skills 264; territory 12, 37, 237–54, 301, 307, 339; time 13, 37, 122, 237–54, 301, 307
mapping software 121
margin 62
marital status 296
market-industry orientation 307
marketing mix 57–9, 111, 114, 362; execution of programs 65
marketing: concept 57; customer 112–13; dashboard 126; direct 57–8, 111; evolution 112; 4 Ps of 57–9; global 197, 358; internal 58, 64; mass 112–13; one-to-one 112–13, 129; role of, in selling 59; role of selling in 57–8; strategy 57–9, 69, 111–13; target 112–13
marketing communication 57, 97, 175; mix 57–9, 111; global 364
markets: competitive 64, 111, 122; get to know it better 125–7; insights 125–7; opportunities 126–7; orientation 111; planning 114; potential 245–7, 250; share 331, 334
matrix organization 44
measures see subjective measures
media 31, 141–2, 145; social 12–13, 117, 120–2, 125, 137–8, 141–5, 153
metropolitan statistical areas (MSAs) 246
Microsoft 42, 122, 179, 243, 361; PowerPoint 121, 162, 166–7, 179–82, 193, 301
Miller, A. 31
minor point close 215
missionary selling 41
misuse of company resources 90–1, 102
Mitsubishi 179
Moore’s Law 119
morale: improved 300, 311–14; low 329, 333, 369
motivation 269, 275–6, 331–3; defining 266–7; global salesperson 368–9; importance 267; and managerial leadership 276; salesperson 14, 261–80, 344, 368–9; secrets 275; star salespeople 267
Mulcahy, A. 34
Multiple Personal Inventory 297
Myers Briggs Personality Type 297
nationality 296
natural disasters 20
need: analysis 165; identification 165, 170; payoff questions 173; product 194–5; satisfaction 165; satisfaction presentation 164–5; training 303–5, see also customer needs
negotiating win-win solutions 12–13, 37, 152, 191–208, 213; anticipation 199; basic points 198–200; customer concerns 200; guidelines 198; negativity 199–200; plan and prepare 199; sales manager’s role 204–5; say what you mean/mean what you say 199; value proposition 200
negotiation 193, 214; between Chinese and American culture 360; buyer-seller 198; customer 199–200, 204–5; price 57, 79, 197, 309; strategies 200–4
networking 143
new-business selling 41
Nielsen Companies 247
Nissan 46
nonfinancial rewards 15, 276, 330–2
nonselling time 238
nonverbal buying signals 219, 226
nonverbal communication 162, 180–1, 185, 219, 361
Northwestern Mutual Life Insurance Company 143
objections 13; ability to overcome 37; buyer 217–20; customer 191–5, 198–205, 310
objective measures 339, 342, 345; input 336; output 336; of performance 336–8; ratio 337–8
obstruction: competitor 97
Office, The (2005–13) 31
on-the-job training (OJT) 309–10
100 Best Corporate Citizens 87
one-size-fits-all approach 359
one-to-one marketing 112–13, 129
opportunities: frontier 123; market 126–7; rate 276; for rewards 33–4
opt-out lists 145
Oracle 43–4, 162, 248, 251, 309
Oracle Enterprise Manager (OEM) 162
oral statements 97
order routine 48
organization 342; of critical information 242
organizational buying 1, 10, 31, 49; decision stages 44–8; participants in 42–4; selling centers and buying centers 43–4; types of 48–9; vs. consumer buying 47
organizational citizenship behaviors 268
organizational uses influence 340
organizational variables 267–8
orientation: company 307; customer 5, 88, 111, 264; market 111
outer direction 368
outsourcing 35, 309; sales force 41
outsuppliers 49
overdelivering 69
ownership utility 60
Palm 194
Palmisano, S. 34
particularism 368
partnerships: strategic 68
Patton, B.: Fisher, R. and Ury, W. 213–14
pay for performance plan 328
Peppers, D.: and Rogers, M. 113
perception: benefits 198; customer 13, 63, 69, 198; job 271–2; quality 64; risk 43; role ambiguity 264, 271; role conflict 264, 271; sales 272; salesperson’s role 269–71; value 57, 60
performance 64, 273, 325, 330, 334, 340–4; appraisal 327, 339–45; evaluation 48, 323, 334–45, 369; gap 221–2; how managers influence 274–6; how salespeople influence 269–73; job 271, 288–90, 294–301, 342; product 222; review 226, 323, 342–5; sales 237–41, 254, 265–8, 274, 310, 330–1, 334; targets 325; valences for 266; vs. effectiveness 334–6, see also salesperson’s performance
performance feedback 48, 273; 360-degree 342–5
performance management 44; system 38, 344
performance measures 336, 344–5; objective 336–8; subjective 336, 339–42
perquisites (perks) 332
personal characteristics 265, 339
personal confidence 238
personal digital assistants (PDAs) 194
personal interviews 294–5; requirements and applications 295; structured 294; unstructured 294
personal priorities 240–2, 254
personal selling 41, 57–8, 111, 114, 193, 305, 365
personal space 181
personal variables 268
personality: tests 297; traits 265–6, 288, 297, 314, 339
persuasive communication 12
philosophy: business 57, 111–12, 115, 124
physical characteristics 296
Pickens, J.W. 216
place utility 60
planning: market 114; personal 37; territory 248–50; weekly/monthly calendar 242, see also sales call planning
plans: compensation 91, 277, 325, 328–31, 344
plug-in packages 121
policy: compensation 276; corporate 85, 93, 361; incentive 276; management 97, 265, 276, 288–9, 334; unfair corporate 93, see also company policy
political environment 19
polychronicity 265
portability 121
power sales training experience 301
PowerPoint 121, 162, 166–7, 179–82, 193, 301
presentation: formula 164; memorized 163–4; problem-solving 163–5, 169; tools 121, see also sales presentation
price 68–9, 198; best 197–8, 205; comparison 364; discrimination 96–8, 102; negotiation 57, 79, 197, 309
PricewaterhouseCoopers 111
pricing for global markets 362
priorities: account 241; activity 241–2; career 240–1; checklist 241; life 240–1; personal 240–2, 254; professional 240–2, 254
Prizm Premier 247
problem-solving 211, 222, 309; presentation 163–5, 169
process: selling 12–15, 128, 154, 200, 211–13, 327, 336
Procter & Gamble 17, 34, 41, 46, 65, 164
productivity: increased 121, 237–8, 254, 299–300, 311, 314; lower 90; ratios 338; sales call 248
products: mix 65, 164; B2B 247; buzz 364; claims 179; competitive 307; delivery 222; demonstration 161, 169–70, 177–9; development 15, 19, 59, 65, 123, 176, 342; equivalent 362; knowledge 291, 295, 298, 306–7, 365; management 253, 298; need 194–5; ownership 60; performance 222; quality 19, 47, 63–4, 199–200, 203, 362; value 198, 204, 362–4; value-adding 17–19, 47
professional priorities 240–2, 254
professional selling 10, 115, 121–2, 151, 216–17
professionalism 49, 153, 217, 226; salesperson 15, 32, 67, 92, 294, 365–7
profitability 10, 333–7; buyer-seller relationships 165; customer 62, 113; sales 313, 336
promotion 65, 276–7; mix 57–9, 64, 111, 114; sales 57–8, 111, 148
prospecting 12, 152–3, 217; B2B 145; CRM use 149; customers 137–41; importance 141; resist call reluctance 149; and sales call planning 12, 135–57; sales manager’s role 153; systematic plan 148–9
prospects 12, 138, 143, 214–17; classic categories 138–40; cold and warm calls 147; conferences 147; contemplative buyer 139; direct 139; directories 144; endless chain referrals 142–3; Internet 144–5; interpersonal buyer 139; loyal customers 142; networking 143; potential 137–8; qualifying 137–40, 145; safety or status quo type 139; sources 141–8; sourcing issues 148; telemarketing 145–6; trade shows 147; written correspondence 146–7
public relations 18, 57–8, 111, 122, 148
public space 181
purchase: agreement 47–8, 177; commitment 165; new-task 48–9; order 165; process 197; repeat 48
qualifications: job 288–90, 294, 314
quality: perceived 64; product 19, 47, 63–4, 199–200, 203, 362; service 13, 17, 66–7, 220, 362
quantitative measures 339
questions: buyer 218; data collection 171–2; forced-choice 297; illegal 296; implication 172–3; investigation 172; method 169; need payoff 173; problem 172–3; sensitive 296; situation 172–3; unrestricted/restricted 171; validation 172
race 296
Rackham, N.: and DeVincentis, J. 7
realistic job preview 295
rebuy: modified 48–9; straight 48–9
reciprocity 97
recognition: formal 276, 332; programs 332, 344
recovery: service 222
recruitment: agencies 293; applicants 290–3, 293; job analysis and selection criteria 288–90; new 305; responsibility 288; salesperson 283–321; and selection 285–98; selection procedures 294–8; sites 122–3
referrals 142, 153, 168; applicants 291–3; endless chain 142–3; people from other firms 291–3
refresher training 305
Reichheld, F. 113
Reilly, T. 217
reimbursement plans 331
rejection: attitude 217–18; dealing with 216–18; personal 217, 226
relationship selling 5, 13–14, 21, 60–2, 174–80, 268–9, 293; vs. transactional selling 7–8, 35, 49
relationship-based enterprise 115
relationship-building 6–10, 57–62, 161–5, 184, 193–7, 205, 300; buyer-seller 177, 193; personal 361, 365; sales presentation 170–7
relationships: B2B 117; business 91, 147, 214, 342, 361; inappropriate 91; initiating 166–70; long-term 1–7, 111–15, 141–2, 220–2, 225–6; personal 89–91, 250, 361, 365, see also buyer-seller relationships; customer relationships
religion 296
remote sales force 273
repeat purchase 48
research and development (R&D) capabilities 17
respect: mutual 13, 59, 91–3, 193–5
responsibility 314; establishing 288; legal 95; social 86–7, 93, 100
restricted questions 171
retention: customer 39, 62, 113, 225, 238, 276, 332–4; rate 62–3, 225, 300, 334
retirement fund 89
return on customer investment 6–7
return on investment (ROI) 127
rewards 268–71, 275–7, 325–32, 344; mix 276, 332; extrinsic 33–4, 268–9, 277; financial 15, 330–1; incentive-based 329; intrinsic 33, 268–9, 276–7, 343; monetary 15, 267; nonfinancial 15, 276, 330–2; opportunities for 33–4; personal 276; valences for 266–7
risk: perceived 43
Robinson-Patman Act (1936) 96–8
Rogers, M.: and Peppers, D. 113
role: accuracy 271, 277; definition process 271; inaccuracy 264–5, 271–3; of marketing 57–8, 59; partners 264–5, 271–3, 277; stress 265, 271–3, see also sales manager’s role; salesperson’s role
role ambiguity 265, 268–77; perceived 264, 271
role conflict 265, 268–77; perceived 264, 271, 274
role perceptions: defining 264–5; importance 265; salespeople 261–80
role-playing 311
routing schedule 243
salary 307, 325–8, 334–5; base 328–9, 344; straight 328–30, 344
sales: ability 265; analysis 243, 250–3; aptitude 265–6, 288, 297; borrowing 331; compensation 325, 329, 332–3; contests 325–6, 330–1, 344; effort 7, 19, 39, 361; expenses 238, 254; global 9; management 1, 5, 10–11, 14–15, 19–20, 116–17, 263–5; new recruits 305, 309; organizational structure 366; perception 272; performance 237–41, 254, 265–8, 274, 310, 330–1, 334; potential 245–8; pressure 92; profitability 313, 336; promotion 57–8, 111, 148; proposals 152–3; reports 253; representatives 138–40, 261, 274, 299–301, 304–8, 329–36, 340–1; short-term 329, 344; simulation 310; skill levels 265–6; success 214, 266; volume 17–19, 248–50, 268, 325, 330–4, 337, 344, see also jobs
Sales & Marketing Management 10, 16
sales analytics 109–31; CRM, strategic selling and sales force management 124–9; CRM system data and efficacy 128–9; CRM-enabled 128; customer and market insights 125–7; customers and market 125–7; sales force 127–8
sales call 117, 121–2, 151, 213–15, 219–20, 223, 306; average cost 38–9; goals 150, 213; productivity 248
sales call planning 12; approach 152; goals for initial call 150; image 151–2; learn about prospect 150–1; preapproach 149–54; and prospecting 12, 135–57; sales manager’s role 153; and sales proposal 152–3
sales force 263–5, 299–301, 305–7, 310, 327–37, 342–3, 364–9; accountability for 127; decision clarity and motivation 127; enabling managers 127; getting to know them better 127; global 369; management 124–9, 370; outsourced 41; remote 273; technology 115–17, 123–4, 129; training ethics 308; training needs 303
sales manager: reasons for 238–9
sales manager’s role: in call planning 153; in closing 226; in follow-up 226; in negotiating win-win solutions 204–5; in presentation 184; in prospecting 153; in territory management 243–53
Sales and Marketing Executives Institute (SMEI) 99–100
sales message 19, 139–40, 176, 364; communicating 12–13, 152, 159–89, 213, 219; communicating value in 63–9
Sales Performance International (SPI) 9–10
sales presentation 159–62, 166–71, 184–5, 191–3, 199–200, 358–61, 365; approaches to 169; building relationship 170–7; canned 214; characteristics of great 161–3; customer nonverbal communication 180–1; and customers’ needs 170–3; demonstrations 177–9; getting ready 161–5; inappropriate environment 182; interruptions during 182; keys to great 177–84; knowledge and customer needs 174–6; listen 173–4; nonverbal communication 180–1; sales manager’s role 184; salesperson nonverbal communication 181; satisfy customer needs 176–7; strategies 163–5; successful demonstration 178–9; technology failure 182–4; value proposition 179–80; what to do when things go wrong 182–4
sales process 336, 357, 364–5, 369–70; global challenges 358–69; managing 366–9
sales technology 109–31; in Informational Decade 120–4
sales territory 11–13, 19, 238, 243; definition 248–9; design 245–50, 254, 268; performance measures 250–3
sales training 123, 266, 289, 299, 314, 367; analysis 302; classroom 311; evaluation options matrix 313; Internet (online) 310–11; issues in 298–9; measuring costs and benefits 311–14; methods 309–11; objectives 299–301; on-the-job 309–10; power 301; roadblocks 312; role-playing 311
sales training programs 274, 305–6, 312–13, 367; analyze needs 301–2; determine objectives 302; develop and implement 302; developing successful 301–4; evaluate and review 302–4
sales training topics 305–9; company orientation 307; legal/ethical issues 308; market/industry orientation 307; product knowledge 306–7; specialized 309; technology 308–9; time and territory management 307
salespeople: abuse of rights 92–3; assign to territories 250; B2B 265; behavior 261–80; compensation 15, 323–52, 369; dangers of paying too little/too much 333–4; ethical concerns for 86–91; evaluating 323–52, 357, 370; experienced 305; gaining technology acceptance by 123–4; hiring from competitors 292–3; how they spend time 40; incentives 325–7; inside 145–6; motivation 14, 261–80, 344, 368–9; nonverbal communication 181; outside 145–6; and performance 269–73; proactive 223; professional 15, 32, 67, 92, 294, 365–7; reasons for 237–8; recruiting 283–321; role in self-management 240–3; selecting 14, 283–321; star 276; success factors 36; training 14, 283–321
salesperson’s performance 246, 275–7, 328, 342; aptitude 265; behavior, motivation, and role perceptions 261–80; determinants 263; evaluating 334–6, 344–5, 357, 370; management understanding of 263; motivation 266–7; organizational, environmental, and personal factors 267–8; performance vs. effectiveness 334–6; rewards 268–9; role perceptions 264–5; satisfaction 269; skill levels 265–6
salesperson’s role 261–80; development and technology 118; factors 271–3; perceptions 269–71
salesperson’s self-management 13, 235–57; effective territory management 242–3; efficient time management 240–2; importance of 237–9; increase productivity 237–8; reasons for sales managers 238–9; reasons for salespeople 237–8; role in 240–3
Samsonite 45
Samsung 272
satisfaction 269; customer 60–2, 176–7, 204, 225–6, 241, 343; extrinsic 269, 277; intrinsic 269, 277; job 21, 31–2, 93, 268–71, 277, 313, 344; supplier 195
Second Life 123
selection: applicants 290–3; job analysis and criteria 288–90; order routine 48; procedures 294–8; and recruitment 285–98; responsibility 288; salesperson 14, 283–321; self- 291; supplier 47–8; tools 294, 297, 314
self-management 13; salesperson 13, 235–57
sellers: understanding 10, 29–53, see also buyer-seller relationships
senior management 93, 98, 124, 369
sensitive questions 296
September 9/11 attack (2001) 20
sequential time 368
service: capabilities 17; customer 47, 176, 198–200, 203, 329, 365, 369; delivery costs 362; quality 13, 17, 66–7, 220, 362; recovery 222
serviceability 64
servicing ratios 338
sex 296
Sherman Antitrust Act (1890) 96
silence 214
single-source suppliers 46
sink or swim approach 309
skills: closing 37; follow-up 35; management 264; selling 273, 299–301, 305–6, 311, 314, 329, 366; verbal communication 37
Skype 121
slander 97
slotting allowances 48
smartphones 38, 120–4, 138–40, 145; apps 122
social environment 20
social media 12–13, 117, 120–2, 125, 137–8, 141–5, 153
social responsibility 86–7, 93, 100
social space 181
software: mapping 121
Southwest Airlines 69
space 181
spam 144
specificity 368
spirituality 268
sportsmanship 268
standing-room-only close 216
status: achieved 368; ascribed 368; marital 296
straight commission 328–30, 344
strategic partnerships 68
strategy: marketing 57–9, 69, 111–13
stress 123–4, 171, 176, 238, 269–71; role 265, 271–3
structured interviews 294
subjective measures 336, 339, 342, 345; avoiding errors in performance evaluation 340; BARS systems 341–2; central tendency 340; halo effect 339–40; interpersonal bias 340; leniency or harshness 340; organizational uses’ influence 340; outcome focus lack 339; of performance 336, 339–42; and performance measurement 339–40; personality traits 339
subjective performance evaluation 340
success factors 35–7; ability to adapt 36; buyer-seller relationships 177, 191–3; closing skills 37; demonstrated ability to overcome objections 37; follow-up skills 35–6; interaction proficiency 37; key 14; listening skills 35; personal planning and time management skills 37; sales 214, 266; for salespeople 36; tenacity 36–7; verbal communication skills 37; well-organized 37
summary-of-benefits close 215–16
suppliers: loyalty to existing 195; potential 46; satisfaction 195; selection 47–8; single-source 46
supply-chain: capabilities 17; management 64, 69
sustainability 21
synchronous time 368
synergy 65
t-account close 216
Target 89
team: incentives 329–30; selling 10, 15, 43–4, 49, 176, 273, 329
technology 12–14, 37–40, 241–3, 268–70, 308–11, 357–8, 365–7; acceptance by salespeople 123–4; advanced 5, 117; application of 67–8; blended 121; capabilities 17; communication 19; environment 19; failure 182–4; global sales process 365; historical sales 117–20; information 124; in Informational Decade 120–4; post-1980 120; response to salesperson’s role development 118; sales 109–31; sales force 115–17, 123–4, 129; of selling 115–24; tools 1, 115–17, 120–1; virtual 117; wireless 194, 243
technology acceptance model (TAM) 123
telemarketing 19, 57, 145–6, 164
territorial space 181
territory: boundaries 250; coverage 238; design 245–50, 268; feedback 243, 254; planning 248–50; sales 11–13, 19, 238, 243–54, 268
territory management 12, 237–40, 254, 301, 307, 339; effective 37, 238, 242–3; feedback to management 243, 254; plan 243, 254; sales manager’s role 243–53
tests: aptitude 297; concerns about use 297–8; guidelines 298; intelligence 297; personality 297; psychological 297–8
360-degree performance feedback 342–5
360-degree view of customer 125
time: investment 8, 238; nonselling 238; selling 38, 237, 248; travel 246–8; utility 60; utilization 336, 339
time management 237–40, 254, 301, 307; efficient 240–2; personal and professional priorities 240–2; plan 242, 254; sales manager’s role 243–53; skills 13, 37; tools 122, 242
time-sensitive culture 361
tools: communication 121–2, 223, 359; presentation 121; selection 294, 297, 314; technology 1, 115–17, 120–1
Total Quality Management (TQM) 344
total workload 248
touchpoints 111, 114, 225, 342
Toyota 63
trade: associations 143–4; restraint 96–7; selling 41; servicer 41; shows 147
training: advanced 305; classroom 310–11; customer 222; ethics 85, 308; formal 14, 305, 311; for global selling 367–8; informal 309; needs 303–5; one-on-one 310–11; refresher 305; salesperson 14, 283–321; specialized 309, see also sales training
traits: personality 265–6, 288, 297, 314, 339
transactional selling 7–9, 12–13, 57–9, 69, 225; vs. relationship selling 7–8, 35, 49; vs. value-added selling 8
transportation 19, 90, 364; costs 17, 363
trial offer 204
trust 65, 90, 177, 197, 205, 226, 267–8; building 65, 199; company 195; loyalty to existing supplier 195; mutual 85, 88; unease about company 195
Tumblr 122
turnover 265, 293, 299, 300–1, 311–14, 333
Twitter 117, 122, 138, 142, 145
underpromising 69
unethical behavior 11, 19, 31–2, 85, 91–3, 98–102, 308
unethical corporate culture 93
Uniform Commercial Code (UCC) 95–6, 102
United States of America (USA) 20, 102, 246–7, 291, 308, 357–61, 367–9; Department of Commerce (DOC) 90
United States Census Bureau (USCB) 246
United States Postal Service (USPS) 246
United States-based companies 357
universalism 368
unlawful business activity 96–8
unrestricted questions 171
unstructured interviews 294
Ury, W.: Patton, B. and Fisher, R. 213–14
utility 60
valences: for performance 266; for rewards 266–7
value 1, 5–6, 20–1, 55, 64–9, 113, 355; analysis 153; chain 60–3; concept 59–63; cultural 359–61, 368; and customer benefits 60; lifetime value of customer 7, 62–3, 113; perceived 57, 60; product 198, 204, 362–4; proposition 1–5, 57–65, 149–53, 161–2, 179–80, 194–204, 362–4
value communication: brand equity 67; channel deliverables (supply chain) 64; corporate image/reputation 67; execution of marketing mix programs 65; Integrated Marketing Communications (IMC) 64–5; price 68–9; product quality 64; quality of buyer-seller relationship (trust) 65; sales and marketing synergy 65; in sales message 63–9; salesperson professionalism 67; service quality 66–7; technology application 67–8
value creation 1, 5–12, 88, 109, 162, 177–9, 213; buyer-seller relationships 5, 48, 55–81, 220
value-added selling 9–10, 13, 17, 21, 55–7, 63–5, 69; vs. transactional selling 8
value-adding 67–9, 121, 125, 137, 198–200, 220, 226; marketing 101 57–9; marketing in selling role 59; products 17–19, 47; selling in marketing role 57–8
verbal buying signals 218–19, 226
verbal communication skills 37
virtual office 34
virtual technology 117
virtual worlds 123
virtue: civic 268
Voice Thread 121
Walgreens 15
Walmart 17, 45, 48–9, 61–2, 85, 198
warm calls 147
wearables 194
WebEx 121
weekly/monthly planning calendar 242
weight 296
Welch, J. 34
Who Says the Elephant Can’t Dance? (Gerstner) 44
win-win solutions 165, 168, 170, 214–15, 220, 226, see also negotiating win-win solutions
wireless: communication 167, 185; technology 194, 243
WKRP in Cincinnati (1978-82) 31
word-of-mouth 142
work environment: green 21
work/family conflict 34
working conditions: favorable 34
workload: analysis 247–8; total 248
World is Flat, The (Friedman) 358
World’s Most Ethical Companies 93–4
written statements 97
YouTube 122