1. For a comprehensive description of the distinct stages in the evolution of personal selling, see Thomas R. Wotruba, “The Evolutionary Process of Personal Selling,” Journal of Personal Selling and Sales Management, Summer 1991, p. 4.

2. hillip Kotler and Gary Armstrong, Principles of Marketing, 15th ed. (Upper Saddle River, NJ: Prentice Hall, 2013), p. 10.

3. ouis E. Boone and David L. Kurtz, Contemporary Marketing, 15th ed. (Mason, OH: South-Western Cengage Learning, 2012), p. 11.

4. orihiko Shirouzu, Gregory L. White, and Joseph B. White, “Beyond Explorer Woes, Ford Misses Key Turns in Buyers, Technology,” Wall Street Journal, January 14, 2002, p. A1.

5. eff Bennett, “Ford Expects Auto Industry Sales Pace to Continue,” Wall Street Journal Online, May 2010, online.wsj.com (accessed March 7, 2013).

6. alcolm Fleschner, “World Wide Winner—The UPS Success Story,” Selling Power, November/December 2001, p. 58; “50 Best Companies to Sell For,” Selling Power, November/December 2004, pp. 94–95.

7. “America’s 25 Best Sales Forces,” Sales & Marketing Management, July 2000, p. 59; “The 25 Best Service Companies to Sell For,” Selling Power, November/December 2004, p. 95.

8. hilip Kotler and Kevin Lane Keller, Marketing Management, 14th ed. (Upper Saddle River, NJ: Pearson Prentice Hall, 2012), p. 25–26.

9. ndris A. Zoltners and Prabhakant Sinha, “Sales Territory Design: Thirty Years of Modeling and Implementation,” Marketing Science, Summer 2005, pp. 313–331.

10. Robert M. Peterson, George H. Lucas, and Patrick L. Schul, “Forming Consultative Trade Alliances: Walking the Walk in the New Selling Environment,” NAMA Journal, Spring 1998, p. 11; Beth Belton, “Technology Is Changing Face of U.S. Sales Force,” USA Today, February 9, 1999, p. 2A.

11. Charles Gottenkieny, “Proper Training Can Result in Positive ROI,” Selling, August 2003, p. 9.

12. Tim Smith, “Between Solution and Transactional Selling,” www.wiglafjournal/selling (accessed March 7, 2013).

13. Thomas R. Wotruba, “The Evolutionary Process in Personal Selling,” Journal of Personal Selling and Sales Management, Summer 1991, p. 4.

14. Christian Homburg, Nicole Koschate, and Wayne D. Hoyer, “Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay More,” Journal of Marketing, April 2005, pp. 84–96.

15. Michael R. Solomon, Greg W. Marshall, and Elnora W. Stuart, Marketing—Real People, Real Choices, 7th ed. (Upper Saddle River, NJ: Prentice Hall, 2012), p. 35.

16. Robert B. Miller and Stephen E. Heiman, Strategic Selling (New York: Warren Books, 2005), p. 33.

17. Fergal Glynn, “Is Traditional Sales Obsolete? The Shift to Consultative Selling,” https://www.salesforce.com/blog/2014/12/traditional-sales-obsolete-shift-consultative-selling-gp.html (accessed on Jan. 13, 2016); Patricia Seybold, The Customer Revolution (New York: Random House, 2001), p. 1.

18. Fernando Jaramillo, William B. Locander, Paul E. Spector, and Eric G. Harris, “Getting the Job Done: The Moderating Role of Initiative on the Relationship between Intrinsic Motivation and Adaptive Selling,” Journal of Personal Selling and Sales Management, Winter 2007, pp. 59–74.

19. Keith M. Eades, The New Solutions Selling (New York: McGraw-Hill, 2004), pp. 9–10.

20. Marvin A. Jolson, “Broadening the Scope of Relationship Selling,” Journal of Personal Selling and Sales Management, Fall 1997, p. 77.

21. Keith M. Eades, The New Solutions Selling (New York: McGraw-Hill, 2004), pp. 102–104.

22. Patricia Seybold, The Customer Revolution (New York: Random House, 2001), p. 1.

23. Christian Homburg, Jan Wieseke, and Torsten Bornemann, “Implementing the Marketing Concept at the Employee-Customer Interface: The Role of Customer Need-Knowledge,” Journal of Marketing, July 2009, pp. 64–81.

24. Jagdish Sheth and Reshma H. Shah, “Till Death Do Us Part … But Not Always: Six Antecedents to a Customer’s Relational Preference in Buyer–Seller Exchanges,” Industrial Marketing Management, June 2003, pp. 627–631.

25. Erin Strout, “Fast Forward,” Sales & Marketing Management, December 2001, pp. 37–38.

26. Amy Gallo, “The Value of Keeping the Right Customers,” Harvard Business Review, October 2014, p. 45.

27. Gary Armstrong and Philip Kotler, Marketing—An Introduction, 11th ed. (Upper Saddle River, NJ: Prentice Hall, 2012), p. 23.

28. Lorrie Grant, “Radio Shack Uses Strategic Alliances to Spark Recovery,” USA Today, January 26, 2001, p. 3–B.

29. Jonathan Hughes and Jeff Weiss, “Simple Rules for Making Alliances Work,” Harvard Business Review, November 2007, p. 122.

30. For a discussion of strategic selling alliances that involve the sales representatives from two or more organizations, see J. Brock Smith and Donald W. Barclay, “Selling Partner Relationships: The Role of Interdependence and Relative Influences,” Journal of Personal Selling and Sales Management, Fall 1999, pp. 21–40.

31. www.strategicaccounts.org/ (accessed March 7, 2013).

32. Gary Armstrong and Philip Kotler, Marketing: An Introduction, 11th ed. (Upper Saddle River, NJ: Prentice Hall, 2012), p. 16.

33. Michael Hammer, The Agenda (New York: Random House, 2001), pp. 38–39.

1. Daniel Goleman, Working with Emotional Intelligence (New York: Bantam Dell, 2006), pp. 22–28, 317; Geoffrey James, “Use Emotional Intelligence to Improve Sales,” Selling Power, January/February 2005, pp. 43–45.

2. Daniel Goleman, Emotional Intelligence (New York: Bantam Dell, 2006), p. 34; Cary Cherniss and Daniel Goleman (eds.), The Emotionally Intelligent Workplace (San Francisco: Jossey-Bass, 2001), pp. 22–24. For more information on social competence, see Daniel Goleman, Working with Emotional Intelligence (New York: Bantam Dell, 2006), pp. 22–28.

3. L. B. Gschwandtner and Gerhard Gschwandtner, “Balancing Act,” Selling Power, June 1996, p. 24.

4. “The World Is Flat: A Brief History of the Twenty-First Century,” www.thomaslfriedman.com (accessed July 10, 2010).

5. Matthew McKay, Martha Davis, and Patrick Fanning, Messages: The Communication Skills Book (Oakland, CA: New Harbinger, 2009), p. 108.

6. O. C. Ferrell, John Fraedrich, and Linda Ferrell, Business Ethics: Ethical Decision Making and Cases, 5th ed. (Boston: Houghton Mifflin Company, 2002), p. 208.

7. Barry L. Reece and Rhonda Brandt, Effective Human Relations: Personal and Organizational Applications (Boston: Houghton Mifflin Company, 2008), pp. 125–126.

8. William M. Pride, Robert J. Hughes, and Jack R. Kapoor, Business, 7th ed. (Boston: Houghton Mifflin Company, 2002), p. 40.

9. Patricia Gray, “Business Class,” Fortune, April 17, 2006, p. 336; Philip Kotler and Gary Armstrong, Principles of Marketing, 14th ed. (Upper Saddle River, NJ: Prentice Hall, 2011), p. 568.

10. Alan M. Webber, “Are All Consultants Corrupt?” Fast Company, May 2002, pp. 130–134.

11. Philip Kotler and Kevin Lane Keller, Marketing Management, 14th ed. (Upper Saddle River, NJ: Prentice Hall, 2012), p. 630.

12. Betsy Cummings, “Ethical Breach,” Sales & Marketing Management, July 2004, p. 10.

13. “Ethics and Social Media: Where Should You Draw The Line?,” http://mashable.com/2012/03/17/social-media-ethics/ (accessed February 5, 2016).

14. O. C. Ferrell, John Fraedrich, and Linda Ferrell, Business Ethics, 10th ed. (Boston: Houghton Mifflin Company, 2013), p. 183.

15. Michele Krebs, “All the Marketing Men,” Autoweek, February 16, 1998, p. 11.

16. Joseph A. McKinney and Carlos W. Moore, “International Bribery: Does a Written Code of Ethics Make a Difference in Perceptions of Business,” Journal of Business Ethics, April 2008, pp. 103–111.

17. Ken Brown and Gee L. Lee, “Lucent Fires Top China Executives,” Wall Street Journal, April 7, 2004, p. A8; Carl F. Fey, “How to Do Business in Russia,” Wall Street Journal, October 27, 2007, p. R4.

18. Steve Sack, “Watch the Words,” Sales & Marketing Management, July 1, 1985, p. 56.

19. Jeanne C. Meister, “Increase Your Company’s Productivity with Social Media,” Harvard Business Review, September 2011, https://hbr.org/2011/09/increase-your-companys-productiv (accessed on February 5, 2016).

20. Michael Schrage, “Internet: Internal Threat?” Fortune, July 9, 2001, p. 184.

21. Mary C. Gentile, “Managing Yourself: Keeping Your Colleagues Honest,” Harvard Business Review, March 2010, www.hbr.org/2010/03/managing-yourself-keeping-your-colleagues-honest/ar/1 (accessed February 5, 2013).

22. Rob Zeiger, “Sex, Sales & Stereotypes,” Sales & Marketing Management, July 1995, pp. 52–53.

23. Barry L. Reece and Rhonda Brandt, Effective Human Relations—Personal and Organizational Applications, 10th ed. (Boston: Houghton Mifflin Company, 2008), p. 110.

24. 24. Betsy Cummings, “Do Customers Hate Salespeople?” Sales & Marketing Management, June 2001, pp. 50–51.

25. Ron Willingham, Integrity Selling for the 21st Century (New York: Currency Doubleday, 2009), p. 1.

26. Nina Mazar, On Amir, and Dan Ariely, “The Dishonesty of Honest People: A Theory of Self-Concept Maintenance,” Journal of Marketing Research, December 2008, pp. 633–644.

27. Ron Willingham, “Four Traits All Highly Successful Salespeople Have in Common” (audiotape presentation), Phoenix, AZ, 1998.

28. Price Pritchett, The Ethics of Excellence (Dallas, TX: Pritchett & Associates, Inc., n.d.), p. 14.

29. Research on how cheaters justify their actions is cited in Romy Drucker, “The Devil Made Me Do It,” BusinessWeek, July 24, 2006, p. 10.

30. Robert Kreitner, Barry Reece, and James P. O’Grady, Business, 2nd ed. (Boston: Houghton Mifflin Company, 1990), pp. 647–648.

31. P. Andrew Riley, “Three Steps to Protect Your Trade Secrets,” http://www.finnegan.com/resources/articles/articlesdetail.aspx?news=2bec35b7-5ea8-4cb4-9988-73824efe2cdf, September 2013 (accessed on February 5, 2013).

32. John D. Hansen and Robert J. Riggle, “Ethical Salesperson Behavior in Sales Relationships,” Journal of Personal Selling and Sales Management, March 2009, pp. 151–166.

33. Neil Rackham and John R. DeVincentis, Rethinking the Sales Force (New York: McGraw-Hill, 1999), pp. 83–84. A discussion of the trust factor is included in Jacqueline Durett, “A Matter of Trust,” Sales & Marketing Management, January/February 2007, pp. 36–37.

34. Geoffrey Colvin, “The Verdict on Business: Presumed Guilty,” Fortune, November 15, 2004, p. 78.

35. O. C. Ferrell, John Fraedrich, and Linda Ferrell, Business Ethics, 9th ed. (Mason, OH: South-Western Cengage Learning, 2013), p. 7. The importance of character at the leadership level is described in Noel M. Tichy and Warren G. Bennis, “Making the Tough Call,” Inc., November 2007, pp. 36–38.

36. Shankar Ganesan, Steven P. Brown, Babu John Mariadoss, and Hillbun (Dixon) Ho, “Buffering and Amplifying Effects of Relationship Commitment in Business-to-Business Relationships,” Journal of Marketing Research, April 2010, pp. 361–373.

37. NASP Membership Information, www.nasp.com (accessed February 15, 2016).

38. Nathaniel Branden, Self-Esteem at Work (San Francisco: Jossey-Bass, 1998), p. 35.

39. Stephen R. Covey, The Seven Habits of Highly Effective People, 2nd ed. (New York: Simon & Schuster, 2004), pp. 18, 92. See Adam Hanft, “The New Lust for Integrity,” Inc., February 2004, p. 104.

40. Jan Yager, Business Protocol (Stamford, CT: Hannacroix Creek Books, 2001), pp. 199–200.

41. Sharon Begley, “A World of Their Own,” Newsweek, May 8, 2000, pp. 53–56; Jaren Sandberg, “Office Sticky Fingers Can Turn the Rest of Us into Joe Fridays,” Wall Street Journal, November 19, 2005, p. Bl.

42. John A. Byrne, “How to Fix Corporate Governance,” BusinessWeek, May 6, 2002, pp. 69–78.

43. Josh Freed, “Investigators: Drug Salesman Foiled Pharmacist,” The News & Observer, August 26, 2001, p. 12A.

44. John Hagel III, John Seely Brown and Lang Davison, “The Best Way to Measure Company Performance,” March 2010, https://hbr.org/2010/03/the-best-way-to-measure-compan.html, (accessed on February 5, 2016).

45. Marjorie Kelly, “Waving Goodbye to the Invisible Hand,” Business Ethics, March/April 2002, p. 4. For a somewhat different point of view, see George Stalk, “Warm and Fuzzy Doesn’t Cut It,” Wall Street Journal, February 15, 2005, p. B2.

46. Yochi J. Dreazen, “Pressure for Sales Fostered Abuses at WorldCom,” Wall Street Journal, May 16, 2002, p. B1. See Norm Kamikow, “Ethics & Performance,” Workforce Performance Solutions, March 2006, p. 4.

47. Shoshana Zuboff, “A Starter Kit for Business Ethics,” Fast Company, January 2005, p. 91.

48. Carol Hymowitz, “Management Missteps in ’04 Hurt Companies, Endangered Customers,” Wall Street Journal, December 21, 2004, p. B1; “Edward Jones Agrees to Settle Host of Charges,” Wall Street Journal, December 21, 2004, p. C1; John Hechinger, “Putman May Owe $100 Million,” Wall Street Journal, February 2, 2005, p. C1; Erin McClam, “Witness Tells of Coverup,” News & Observer, January 29, 2005, p. 3D.

49. Robert Simons, Henry Mintzburg, and Kunal Basu, “Memo to: CEOs,” Fast Company, June 2002, pp. 120–121.

50. Patrick Smith, “You Have a Job, But How About a Life?” BusinessWeek, November 16, 1998, p. 30.

51. Mitchell Pacelle, “Citigroup Works on Reputation,” Wall Street Journal, February 17, 2005, p. C3.

52. Patricia B. Gray, “Business Class,” Fortune, April 17, 2006, p. 336; Margery Weinstein, “Survey Says: Ethics Training Works,” Training, November 2005, p. 15; “ERC Survey & Benchmarking,” www.ethics.org (accessed July 6, 2010).

53. Bruce Weinstein, “If It’s Legal, It’s Ethical?...Right?” October 2007, http://www.bloomberg.com/bw/stories/2007-10-15/if-its-legal-its-ethical-right-businessweek-business-news-stock-market-and-financial-advice (accessed on February 5, 2016).

54. Nancy Henderson Wurst, “Who’s Afraid of Ethics?” Hemisphere Magazine, November 2006, pp. 120–123.

55. Carol Wheeler, “Getting the Edge on Ethics,” Executive Female, May–June 1996, p. 47.

56. Sharon Drew Morgan, Selling with Integrity (San Francisco: Berrett-Koehler, 1997), pp. 25–27.

57. Ibid., pp. 27–28.

58. Tom Peters, Thriving on Chaos (New York: Alfred A. Knopf, 1988), p. 521.

59. Gerhard Gschwandtner, “Lies and Deception in Selling,” Personal Selling Power, 15th Anniversary Issue, 1995, p. 62.

60. Price Pritchett, The Ethics of Excellence (Dallas, TX: Pritchett & Associates, Inc., n.d.), p. 18.

61. Ron Willingham, Integrity Selling for the 21st Century (New York: Currency Doubleday, 2003), p. 11.

1. Ron Willingham, Integrity Selling for the 21st Century (New York: Currency Doubleday, 2003), p. 11.

2. Daniel H. Pink, A Whole New Mind (New York: Riverhead Books, 2005), pp. 48–63.

3. Ilan Mochari, “In a Former Life,” Inc., April 2001, p. 100.

4. J.D. Power Consumer Center, September 22, 2010, www.jdpower.com.

5. 5. Partnering: The Heart of Selling Today video (Des Moines, IA: American Media Incorporated, 1990).

6. Jerry Scher, “Selling is a Process, Not an Event!” http://albanyceo.com/features/2011/05/selling-process-not-event/ (accessed February 6, 2016).

7. Larry Wilson, Selling in the 90s (Chicago: Nightingale Conant, 1988), p. 35.

8. William Keenan, Jr., “Customer Satisfaction Builds Business,” Selling, March 1998, p. 12.

9. Tim Sanders, Love Is the Killer App (New York: Crown Business, 2002), p. 23.

10. Malcolm Fleschner, “World Wide Winner—The UPS Story,” Selling Power, November/December 2001, p. 58.

11. Neil Rackham and John R. DeVincentis, Rethinking the Sales Force (New York: McGraw-Hill, 1999), pp. 79–83.

12. Phillip C. McGraw, Self Matters (New York: Simon & Schuster, 2001), pp. 69–70.

13. Sharon Begley, “Follow Your Intuition: The Unconscious You May Be the Wiser Half,” Wall Street Journal, August 30, 2002, p. B1; Sharon Begley, “How Do I Love Thee? Let Me Count the Ways—and Other Bad Ideas,” Wall Street Journal, September 6, 2002, p. B1.

14. Phillip C. McGraw, “Dr. Phil: Know Your Goal, Make a Plan, and Pull the Trigger,” The Oprah Magazine, September 2001, pp. 60–61; see Barry L. Reece and Rhonda Brandt, Effective Human Relations—Personal and Organizational Applications (Boston: Houghton Mifflin Company, 2005), pp. 95–102.

15. McGraw, Self Matters, p. 73.

16. Stephen E. Heiman and Diane Sanchez, The New Conceptual Selling (New York: Warner Books, 1999), pp. 48–49. See Stephen R. Covey, “Win-Win Strategies,” Training, January 2008, p. 56.

17. David Mayer and Herbert M. Greenberg, “What Makes a Good Salesman,” Harvard Business Review, July–August 2006, p. 166. For information on how empathy training helps sales representatives improve, see Cliff Edwards, “Death of a Pushy Salesman,” BusinessWeek, July 3, 2006.

18. Ibid.

19. Eli Jones, Jesse N. Moore, Andrea J. S. Stanaland, and Rosalind A. J. Wyatt, “Salesperson Race and Gender and the Access and Legitimacy Paradigm: Does Difference Make a Difference,” Journal of Personal Selling and Sales Management, Fall 1998, p. 74; “Danielle Sacks, the Accidental Guru,” Fast Company, January 2005, pp. 65–71.

20. Barry L. Reece, Effective Human Relations—Interpersonal and Organizational Application, 12th ed. (Mason, OH: South-Western Cengage Learning, 2013), p. 29.

21. Roy M. Berko, Andrew D. Wolvin, and Darlyn R. Wolvin, Communicating, 8th ed. (Boston: Houghton Mifflin Company, 2001), p. 45.

22. Ibid., p. 50.

23. Susan Bixler, The Professional Image (New York: Putnam Publishing Group, 1984), p. 216.

24. Barbara Pachter and Marjorie Brody, Complete Business Etiquette Handbook (New York: Prentice Hall, 1995), p. 14.

25. Adapted from Leonard Zunin, Contact: The First Four Minutes (New York: Ballantine Books, [1972] 1992), p. 109; Jerry La Martina, “Shake It, Don’t Crush It,” San Jose Mercury News, June 25, 2000, p. 4PC.

26. Deborah Blum, “Face It!” Psychology Today, September/October 1998, pp. 32–69; see Julia Chang, “Selling in Acting,” Sales & Marketing Management, May 2004, p. 22.

27. Barbara Pachter and Mary Brody, Complete Business Etiquette Handbook (Englewood Cliffs, NJ: Prentice Hall, 1995), p. 27; “The Eyes Have It,” Sales & Marketing Management, January 2002, p. 20.

28. Appropriate clothing for work is discussed in Christina Binkley, “Case Study: Dressing for the Naked CEO,” Wall Street Journal, August 23, 2007, p. D8.

29. Tom Searcy, “The New Rules on Dressing for Success,” http://www.cbsnews.com/news/the-new-rules-on-dressing-for-success/ (accessed on February 6, 2016).

30. Margaret Webb Pressler, “Camouflage for the Cubicles,” News & Observer, April 25, 2004, p. 4-E.

31. Susan Bixler and Nancy Nix-Rice, The New Professional Image (Adams Media Corporation, 1997), pp. 11–15; Barbara Pachter and Marjorie Brody, Complete Business Etiquette Handbook (New York: Prentice Hall, 1995), p. 72.

32. Paul Galanti, “Talking Motivates—Communication Makes Things Happen,” Personal Selling Power, November–December 1995, p. 88.

33. Steve Ryan, “Tips to Sound Better during Your Presentations,” http://www.sellingpower.com/content/article/index.php?a=4582/tips-to-sound-better-during-your-presentations&page=1 (accessed on February 6, 2016).

34. Joann S. Lublin, “To Win Advancement, You Need to Clean Up Any Bad Speech Habits,” Wall Street Journal, October 5, 2004, p. B1.

35. David E. Weliver, “My Fair CEO,” Inc., October 30, 2001, p. 112.

36. “Is Etiquette a Core Value?” Inc., May 2004, p. 22.

37. Tim Sanders, Love Is the Killer App (New York: Crown Business, 2002), p. 18.

38. Stephen Covey, The Seven Habits of Highly Effective People, 2nd ed. (New York: Simon & Schuster, 2004), pp. 240–241.

39. Jack Canfield, The Success Principles (New York: HarperCollins, 2005), pp. 342–343.

40. Colleen DeBaise, “Offbeat Hobbies May Help Build Relationships with Some Clients,” Wall Street Journal, February 9, 2005, p. B2.

41. Anne Murphy Paul, “Self-Help: Shattering the Myths,” Psychology Today, March/April 2001, p. 64; Arnold A. Lazarus and Clifford N. Lazarus, The 60-Second Shrink (San Luis Obispo, CA: Impact Publishers), 1997, pp. 3–4.

42. McGraw, Self Matters, pp. 69–76.

43. Rick Saulle, “Honor Diversity,” Selling Power, May 2004, p. 54.

1. Mike McNamee and Christopher Schmitt, “The Chainsaw Al Massacre,” BusinessWeek, May 28, 2001, p. 48; Dennis K. Berman and Joann S. Lublin, “Restructuring, Personality Clashes Led to Lucent Executive’s Exit,” Wall Street Journal, May 17, 2001, p. B1; Charles Fishmann, “Jeff Bezos,” Fast Company, February 2001, pp. 80–82.

2. Douglas A. Bernstein, Louis A. Penner, Alison Clarke-Stewart, and Edward J. Roy, Psychology, 9th ed. (Boston: Houghton Mifflin, 2011), p. 518.

3. 3. Robert Bolton and Dorothy Grover Bolton, People Styles at Work and Beyond, 2nd ed. (New York: AMACOM, 2009), pp. 12–14.

4. Fernando Jaramillo, William B. Locander, Paul E. Spector, and Eric G. Harris, “Getting the Job Done: The Moderating Role of Initiative on the Relationship between Intrinsic Motivation and Adaptive Selling,” Journal of Personal Selling and Sales Management, Winter 2007, pp. 59–74.

5. David W. Merrill and Roger H. Reid, Personal Styles and Effective Performance (Radnor, PA: Chilton Books, 1981), p. 1.

6. For a more complete description of The Versatile Salesperson training program, visit the Wilson Learning website, www.wilsonlearning.com (accessed March 4, 2016).

7. Robert J. Sternberg, Thinking Styles (New York: Cambridge University Press, 1997), p. 8.

8. Robert Bolton and Dorothy Grover Bolton, People Styles at Work and Beyond, 2nd ed. (New York: AMACOM, 2009).

9. Geoff James, “Inside the Psychology of Selling,” Selling Power, January/February 2004, pp. 25–28.

10. The dominance factor was described in an early book by William M. Marston, The Emotions of Normal People (New York: Harcourt, 1928). Research conducted by Rolfe LaForge and Robert F. Suczek resulted in the development of the Interpersonal Checklist (ICL), which features a dominant–submissive scale. A person who receives a high score on the ICL tends to lead, persuade, and control others. The Interpersonal Identity Profile, developed by David W. Merrill and James W. Taylor, features a factor called “assertiveness.” Persons classified as being high in assertiveness tend to have strong opinions, make quick decisions, and be directive when dealing with people. Persons classified as being low in assertiveness tend to voice moderate opinions, make thoughtful decisions, and be supportive when dealing with others.

11. David W. Johnson, Reaching Out—Interpersonal Effectiveness and Self-Actualization, 11th ed. (Boston: Pearson, 2012), p. 83.

12. The research conducted by LaForge and Suczek resulted in identification of the hostile–loving continuum, which is similar to the sociability continuum. Their Interpersonal Checklist features this scale. L. L. Thurstone and T. G. Thurstone developed the Thurstone Temperament Schedule, which provides an assessment of a “sociable” factor. Persons with high scores in this area enjoy the company of others and make friends easily. The Interpersonal Identity Profile developed by Merrill and Taylor contains an objectivity continuum. A person with low objectivity is seen as attention seeking, involved with the feelings of others, informal, and casual in social relationships. A person who is high in objectivity appears to be somewhat indifferent toward the feelings of others. This person is formal in social relationships.

13. Pierce J. Howard and Jane M. Howard, “Buddy, Can You Paradigm?” Training & Development, September 1995, p. 31.

14. Barry L. Reece, Effective Human Relations: Interpersonal and Organizational Applications, 12th ed. (Mason, OH: South-Western College Pub, 2013), p. 59. Sam Deep and Lyle Sussman, Close the Deal (Reading, MA: Perseus Books, 1999), p. 157.

15. Len D’Innocenzo and Jack Cullen, “Chameleon Management,” Personal Selling Power, January/February 1995, p. 61.

16. “A Global Profiling Tool,” (Eden Prairie, MN, Wilson Learning,1999).

17. Tom Ritchey, I’m Stuck, You’re Stuck (San Francisco: Berrett-Koehler Publishers, Inc., 2002), p. 5.

18. Ron Willingham, Integrity Selling for the 21st Century (New York: Currency Doubleday, 2003), pp. 20–21.

19. Stuart Atkins, How to Get the Most from Styles-Based Training (Beverly Hills, CA: Stuart Atkins, 1996), p. 1.

20. Gary A. Williams and Robert B. Miller, “Change the Way You Persuade,” Harvard Business Review, May 2002, p. 65.

21. Robert Bolton and Dorothy Grover Bolton, People Styles at Work and Beyond, 2nd ed. (New York: AMACOM, 2009), p. 8.

22. David Merrill and Roger Reid, Personal Styles and Effective Performance (Radnor, PA: Chilton Books, 1981), p. 2.

23. Roger Wenschlag, The Versatile Salesperson (New York: John Wiley & Sons, 1989), pp. 165–171.

24. Nina Munk, “How Levi’s Trashed a Great American Brand,” Fortune, April 12, 1999, p. 85.

25. “The Top 25 Managers of the Year,” BusinessWeek, January 14, 2002, p. 65.

26. Stuart Atkins, How to Get the Most from Styles-Based Training (Beverly Hills, CA: Stuart Atkins, 1996), p. 3.

27. Ron Willingham, Integrity Selling (New York: Doubleday, 1987), pp. 21–23.

28. Eric F. Douglas, Straight Talk (Palo Alto, CA: Davies-Black Publishing, 1998), p. 92.

29. Ron Willingham, Integrity Selling for the 21st Century (New York: Currency Doubleday, 2003), p. 37.

30. David W. Merrill and Roger H. Reid, Personal Styles and Effective Performance (Radnor, PA: Chilton Books, 1981), pp. 134, 135.

31. Stuart Atkins, The Name of the Game (Beverly Hills, CA: Ellis & Stewart, 1981), pp. 49–50.

1. Interview with Amy Vandaveer on March 13, 2016. For additional information regarding Texas Monthly magazine, visit www.texasmonthly.com (accessed June 29, 2016).

2. Paul Nolan, “Are you Committing These B2B Sales Sins,” Saleforceexp, November/December 2010, p. 6.

3. Keith M. Eades, The New Solution Selling (New York: McGraw-Hill, 2004), pp. 4–5.

4. Geoffrey James, “Solution Selling,” Selling Power, May 2006, pp. 45–48. This article is based on an interview with Keith Eades, author of The New Solution Selling.

5. Michael R. Solomon, Greg W. Marshall, and Elnora W. Stuart, Marketing: Real People, Real Choices, 7th ed. (Upper Saddle River, NJ: Prentice Hall, 2012), p. 219.

6. Noel M. Tichy, “No Ordinary Boot Camp,” Harvard Business Review, April 2001, p. 6.

7. Dana Hedgpeth, “The Changing Role of the Travel Agent,” Roanoke Times, May 26, 2002, pp. B1, B2.

8. Brent Adamson, Mathew Dixon, and Nicholas Toman, “The End of Solution Sales,” Harvard Business Review, July/August 2012, p. 62.

9. Neil Rackham and John R. DeVincentis, Rethinking the Sales Force (New York: McGraw-Hill, 1999), p. 79.

10. 10. Emily Nelson, “Too Many Choices,” Wall Street Journal, April 20, 2001, p. B1; “Monthly Review of Mutual Funds,” Wall Street Journal, June 3, 2002, pp. R1–R16.

11. Karen E. Starr, “Simple Solutions,” Selling Power, July/August 2001, p. 22.

12. Christopher Whittier, “Quotation Management: The Revolution Is Here to Stay,” www.crmresultsonline.com (accessed on July 6, 2010).

13. Based on John Fellows, “A Decent Proposal,” Personal Selling Power, November/December 1995, p. 56.

14. Based on John Fellows, “A Decent Proposal,” Personal Selling Power, November/December 1995, p. 56. See Neil Rackham, “Seven Rules for Creating Winning Sales Proposals,” Value-Added Selling 21, December 16, 2003, p. 20.

15. “Feeling Under the Gun? Check Your Proposal,” Selling, October 2001, p. 3.

16. Neil Rackham, “Seven Rules for Creating Winning Sales Proposals,” Value-Added Selling 21, December 16, 2003, p. 20.

17. “What Kind of Rep Is Most Trustworthy?” Sales & Marketing Management, February 2001, p. 90.

18. Robert W. Palmatier, Lisa K. Scheer, and Jan-Benedict E. M. Steenkamp, “Customer Loyalty to Whom? Managing the Benefits and Risks of Salesperson-Owned Loyalty,”Journal of Marketing Research, May 2007, pp. 185–199.

19. Tom Peters, Re-Imagine! Business Excellence in a Disruptive Age (London: Dorling Kindersley Limited, 2003), p. 224.

20. “Company Ambassadors,” www.patagonia.com/web/us/patagonia.go?assetid=2897&ln=81 (accessed March 4, 2016).

21. Roland T. Rust, Christine Moorman, and Peter R. Dickson (2002), “Getting Return on Quality: Revenue Expansion, Cost Reduction, or Both?” Journal of Marketing, 66(3), pp. 7–24.

22. “Sea Ray,” Fortune, April 5, 2004, p. S8.

23. Betsy Cummings, “Welcome to the Real Whirled,” Sales & Marketing Management, February 2001, pp. 87–88.

24. Ian Gelenter, “Build Satisfaction with a Service Contract,” Selling, May 1998, p. 7.

25. Tom Reilly, “Should You Set Prices,” Selling, August 2000, pp. 1, 14.

26. Gerhard Gschwandtner, “ROI Selling,” Selling Power, November/December 2004, p. 10.

27. William M. Pride, Robert J. Hughes, and Jack R. Kapoor, Business, 8th ed. (Boston: Houghton Mifflin Company, 2005), pp. 456–457.

28. Michael Ahearne, C. B. Bhattacharya, and Thomas Gruen, “Antecedents and Consequences of Customer-Company Identification: Expanding the Role of Relationships Marketing,” Journal of Applied Psychology, May 2005, pp. 574–585.

29. http://fortune.com/best-companies/ (accessed March 4, 2016).

30. Michael L. Eskew, “What I Know Now,” Fast Company, November 2005, p. 108.

31. Michael R. Williams and Jill S. Attaway, “Exploring Salespersons’ Customer Orientation as a Mediator of Organizational Culture’s Influence on Buyer–Seller Relationships,” Journal of Personal Selling and Sales Management, Fall 1996, pp. 33–52.

32. “Dealer Merchandising Portfolio,” Views: The Inner Circle News, Winter 2000, p. 10.

33. “Grassroots Problem Solving,” Inc., March 1996, p. 92.

34. Jim Dickie, “Lowest Price Isn’t the Answer,” Selling, August 2000, p. 14.

35. See Brian Tracy, “Analyzing the Competition,” Value-Added Selling 21, September 16, 2003, p. 2.

36. Bob Mundson, “A Personal Blend,” Training, February 2004, p. 11.

37. Ashwin W. Joshi, “Salesperson Influence on Product Development: Insights from a Study of Small Manufacturing Organizations, Journal of Marketing, January 2010, pp. 94–107.

38. www.patagonia.com (accessed March 4, 2016).

39. Margery Weinstein, “Selling Points,” Training, June 2007, p. 51.

40. Raj Agnihotri, Adam Rapp, and Kevin Trainor, “Understanding the Role of Information Communication in the Buyer–Seller Exchange Process: Antecedents and Outcomes,” Journal of Business & Industrial Marketing July 2009, pp. 474–486.

41. Jill Rosenfeld, “Unit of One,” Fast Company, April 2000, p. 98.

42. www.consultingsales.com/tips/Using_Features_Advantages_Benefits.html (accessed March 4, 2016).

43. Neil Rackham, The SPIN Selling Fieldbook (New York: McGraw-Hill, 1996), pp. 149–152; Value-Added Selling 21, December 26, 2006, p. 4.

44. Gary Hamel, Leading the Revolution (Boston: Harvard Business School Press, 2000), p. 87; Neil Rackham, “Improve This Skill and Boost Sales Up to 27 Percent,” Value-Added Selling 21, March 2, 2004, p. 1; Value-Added Selling 21, December 26, 2006, p. 4.

1. Peter Egan, “The Best of All Worlds Bunch,” Road & Track, July 2002, pp. 52–78; “2005 Geneva: Lexus Finesses Next IS Sport Sedan,” www.autoweek.com (accessed March 4, 2016); Greg Kable, “Audi A4 Debuts at Frankfurt,” Autoweek, September 3, 2007, p. 10; Joe Rusz, “Saab 9–3 & XWD,” Road & Track, October 2007, p. 60.

2. Wayne S. Desarbo, Rajdeep Grewal, and Crystal J. Scott (2008), “A Clusterwise Bilinear Multidimensional Scaling Methodology for Simultaneous Segmentation and Positioning Analyses,” Journal of Marketing Research, June 2008, pp. 280–292.

3. Michael R. Solomon, Grey W. Marshall, and Elnora W. Stuart, Marketing: Real People, Real Choices, 7th ed. (Upper Saddle River, NJ: Pearson Education, 2012), p. 201.

4. D. Lee Carpenter, “Return on Innovation—The Power of Being Different,” Retailing Issues Letter, May 1998, p. 3.

5. Brian Tracy, “Keeping the Customers You Make,” Selling, November 2003, pp. 1, 4.

6. James Allen, “Living Differentiation,” Harvard Business Review, March/April 2012, p. 21.

7. Philip Kotler and Gary Armstrong, Principles of Marketing, 14th ed. (Upper Saddle River, NJ: Prentice Hall, 2012), p. 212.

8. Tom Leverton, “Five Questions,” Sales & Marketing Management, July 2004, p. 13.

9. Theodore Kinni, “The Value Proposition,” Selling Power, July/August 2005, p. 75.

10. Michael Arndt, “Built for the Long Haul,” BusinessWeek, January 30, 2006, p. 66.

11. Carl K. Clayton, “Sell Quality, Service, Your Company, Yourself,” Personal Selling Power, January/February 1990, p. 47.

12. Elaine Parker, “How I Made the Sale,” Value-Added Selling 21, June 17, 2003, pp. 1–2.

13. Suein L. Hwang, “It Was a WOMBAT for the Meatware, but It Was a Good Sell,” Wall Street Journal, May 15, 2002, p. B1.

14. Ronald W. Lane, Karen Whitehill King, and Tom Reichert, Kleppner’s Advertising Procedure, 18th ed. (Upper Saddle River, NJ: Prentice Hall, 2011), pp. 93–109.

15. 15. Kevin Zheng Zhou and Kent Nakamoto, “How Do Enhanced and Unique Features Affect New Product Preference? The Moderating Role of Product Familiarity,” Journal of the Academy of Marketing Science February 2007, pp. 53–62.

16. Lawrence B. Chonko and Eli Jones, “The Need for Speed: Agility Selling,” Journal of Personal Selling and Sales Management, September 2005, pp. 371–382.

17. Mark Leslie and Charles A. Holloway, “The Sales Learning Curve,” Harvard Business Review, July/August 2006, p. 121.

18. Jess McCuan, “Reeling In the Big One,” Inc., August 2004, pp. 43–44; “What Is IntraLinks?” www.Intralinks.com (accessed March 4, 2016).

19. Information was taken from Report to Policyholders 2004. This 24-page report was published by New York Life in 2005.

20. Michael R. Solomon, Grey W. Marshall, and Elnora W. Stuart, Marketing: Real People, Real Choices, 7th ed. (Upper Saddle River, NJ: Pearson Education, 2012), p. 322.

21. Carlos Tejada, “The Allure of Bundling,” Wall Street Journal, October 7, 2003, p. B1.

22. Michael Treacy, “You Need a Value Discipline—But Which One?” Fortune, April 17, 1995, p. 195.

23. Robert Shulman and Richard Miniter, “Discounting Is No Bargain,” Wall Street Journal, December 7, 1998, p. A30.

24. Andy Cohen, “Survey Says: Service Beats Price Online,” Sales & Marketing Management, July 2002, p. 18.

25. Geoffrey James, “Solution Selling,” Selling Power, May 2006, p. 46.

26. Adopted from a model described in “Marketing Success Through Differentiation—Of Anything,” Harvard Business Review, January/February 1980.

27. Theodore Levitt, “Marketing Success Through Differentiation—Of Anything,” Harvard Business Review, January/February 1980.

28. Ted Levitt, Marketing Imagination (New York: The Free Press, 1983), p. 80.

29. Neil Rackham, “Boost Your Sales 20 Percent by Improving This Skill,” Value-Added Selling 21, June 17, 2003, pp. 1–2.

30. Beth Davis-Sramek, Cornelia Droge, John T. Mentzer, and Matthew B. Myers, “Creating Commitment and Loyalty Behavior Among Retailers: What Are the Roles of Service Quality and Satisfaction?” Journal of the Academy of Marketing Science October 2009, pp. 440–454.

31. Thomas A. Stewart, “A Satisfied Customer Isn’t Enough,” Fortune, July 21, 1997, pp. 112–113.

32. Martin Reimann, Oliver Schilke, and Jacquelyn S. Thomas, “Customer Relationship Management and Firm Performance: The Mediating Role of Business Strategy,” Journal of the Academy of Marketing Science 2009, pp. 326–346.

33. “Business Bulletin,” Wall Street Journal, September 24, 1998, p. A1.

34. Chuck Salter, “On the Road Again,” Fast Company, January 2002, pp. 50–58.

35. “Study: What Really Matters to Your Customers,” Value-Added Selling 21, February 14, 2005, p. 4.

36. Ted Levitt, Marketing Imagination (New York: The Free Press, 1983), p. 84.

37. Rebecca Smith, “Beyond Recycling: Manufacturers Embrace ‘C2C’ Design,” Wall Street Journal, March 3, 2005, p. B1.

38. Neil Rackham and John R. DeVincentis, Rethinking the Sales Force (New York: McGraw-Hill, 1999), p. 89.

39. Ibid., pp. 89–90.

40. Ibid., p. 90.

1. Robert H. Bloom, “Sales Management in 2011 and Beyond,” Salesforceexp, November/December, p. 22.

2. “Nighttime Reading for Daytime Success,” Sales & Marketing Management, May 2007, p. 44.

3. Michael Hammer and James Champy, Reengineering the Corporation: A Manifest for Business Revolution (New York: HarperBusiness, 1993), p. 18.

4. Keith M. Eades, The New Solution Selling (New York: McGraw-Hill, 2004), pp. 32–33.

5. Tom Peters and Nancy Austin, A Passion for Excellence (New York: Random House, 1985), p. 71.

6. http://thecustomerblog.co.uk/2012/12/14/skeptical-musings-on-treating-different-customers-differently-and-the-expertise-of-business-gurus/ (accessed on March 23, 2016).

7. Philip Kotler and Gary Armstrong, Principles of Marketing, 16th ed. (Upper Saddle River, NJ: Prentice Hall, 2016), p. 196.

8. Michael R. Solomon, Greg W. Marshall, and Elnora W. Stuart, Marketing: Real People, Real Choices, 7th ed. (Upper Saddle River, NJ: Prentice Hall, 2012), p. 170.

9. Gary Armstrong and Philip Kotler, Marketing: An Introduction, 6th ed. (Upper Saddle River, NJ: Prentice Hall, 2003), pp. 191–192, 215.

10. Michael R. Solomon, Greg W. Marshall, and Elnora W. Stuart, Marketing: Real People, Real Choices, 7th ed. (Upper Saddle River, NJ: Prentice Hall, 2012), p. 168.

11. Ibid., pp. 168–169.

12. Philip Kotler and Gary Armstrong, Principles of Marketing, 16th ed. (Upper Saddle River, NJ: Prentice Hall, 2016), pp. 201–202.

13. FedEx, www.fedex.com (accessed March 23, 2016).

14. Philip Kotler and Gary Armstrong, Principles of Marketing, 16th ed. (Upper Saddle River, NJ: Prentice Hall, 2016), p. 182.

15. Ibid., p. 152.

16. S. Sajeesh and Jagmohan S. Raju (2010), “Positioning and Pricing in a Variety Seeking Market,” Management Science, 56(6), pp. 949–961.

17. Ibid., pp. 145–146.

18. Keith M. Eades, The New Solution Selling (New York: McGraw-Hill, 2004), pp. 32–33; Betsy Cummings, “Proving the Sale Process,” Sales & Marketing Management, June 2006, p. 12.

19. Keith M. Eades, The New Solution Selling, p. 31.

20. Stephen E. Heiman and Diane Sanchez, The New Conceptual Selling (New York: Warner Books, 1999), pp. 190–191.

21. Research reported in Tom Atkinson and Ron Koprowski, “Sales Reps’ Biggest Mistakes,” Harvard Business Review, July–August 2006, p. 1. This research indicates that 26 percent of the business-to-business buyers say salespeople “don’t follow my company’s buying process.”

22. Philip Kotler and Gary Armstrong, Principles of Marketing, 14th ed. (Upper Saddle River, NJ: Prentice Hall, 2012), p. 152.

23. 23. Neil Rackham and John R. DeVincentis, Rethinking the Sales Force (New York: McGraw-Hill, 1999), p. 66.

24. Bill Stinnett, “Reverse-Engineer the Buying Process,” Selling, December 2004, p. 16.

25. Neil Rackham and John R. DeVincentis, Rethinking the Sales Force (New York: McGraw-Hill, 1999), p. 68.

26. Monika Kukar-Kinney and Angeline G. Close (2010), “The Determinants of Consumers’ Online Shopping Cart Abandonment,” Journal of the Academy of Marketing Science 38, pp. 240–250.

27. Hean Tat Keh and Jun Pang (2010), “Customer Reactions to Service Separation,” Journal of Marketing, 74(2), pp. 55–70.

28. Ibid., p. 69.

29. Neil Rackham and John DeVincentis provide extensive coverage of these three selling modes in Rethinking the Sales Force. Also see “Let the Customer Define Value—and Sales Will Rise,” by Neil Rackham and John DeVincentis, Value-Added Selling 21, January 13, 2004, pp. 1–2.

30. Neil Rackham and John DeVincentis, Value-Added Selling 21, January 13, 2004, pp. 1–2.

31. Ken Brown, “Little-Known Avaya Tackles Cisco in Internet Calling Gear,” Wall Street Journal, October 26, 2004, p. B1.

32. Neil Rackham and John R. DeVincentis, Rethinking the Sales Force (New York: McGraw-Hill, 1999), p. 74.

33. Philip Kotler and Gary Armstrong, Principles of Marketing, 10th ed. (Upper Saddle River, NJ: Prentice Hall, 2004), p. 28.

34. Stan Davis and Christopher Meyer, Blur: The Speed of Change in the Connected Economy (New York: Addison-Wesley, 1998), p. 16.

35. Leilei Gao, S. Christian Wheeler, and Baba Shiv (2009), “The ‘Shaken Self’: Product Choices as a Means of Restoring Self-View Confidence,” Journal of Consumer Research, 36(1), pp. 29–38.

36. www.tcnewsonline.wordpress.com/2012/04/12/selling-to-the-four-generations/ (accessed March 23, 2016).

37. William M. Pride and O. C. Ferrell, Marketing, 10th ed. (Boston: Houghton Mifflin Company, 1997), pp. 143–148.

38. Douglas A. Bernstein, Alison Clark-Stewart, Louis A. Penner, and Edward J. Roy, Psychology, 6th ed. (Boston: Houghton Mifflin Company, 2003), p. 648.

39. C. Page Moreau and Kelly B. Herd (2010), “To Each His Own? How Comparisons with Others Influence Consumers’ Evaluations of Their Self-Designed Products,” Journal of Consumer Research, 36(5), pp. 806–819.

40. Philip Kotler and Gary Armstrong, Principles of Marketing, 14th ed. (Upper Saddle River, NJ: Prentice Hall, 2012), pp. 139–140.

41. Douglas A. Bernstein, Alison Clark-Stewart, Louis A. Penner, and Edward J. Roy, Psychology, 6th ed. (Boston: Houghton Mifflin Company, 2003), p. 21.

42. Philip Kotler and Gary Armstrong, Principles of Marketing, 16th ed. (Upper Saddle River, NJ: Prentice Hall, 2016), pp. 167–168.

43. Louis E. Boone and David L. Kurtz, Contemporary Marketing, 16th ed. (Mason, Ohio: South-Western Publishing, 2013), p. 150.

44. Roger Hart, “Luxury, VW’s Way,” Autoweek, December 27, 2004, pp. 18–19; Tom Reilly, “All Sales Decisions Are Emotional for the Buyer,” Selling, July 2003, p. 13.

45. Roy Chitwood, “Hidden Buyer Motives: Handle Them with Care,” Value-Added Selling 21, April 2, 2007, p. 4.

46. Phil Kline, “Dominant Buying Motive Is the Result of Strong Emotions,” Marketing News, May 24, 1993, p. 4.

47. Stan Davis and Christopher Meyer, Blur: The Speed of Change in the Connected Economy (New York: Addison-Wesley, 1998), p. 52.

48. Hakkyun Kim, Kiwan Park, and Norbert Schwarz (2010), “Will This Trip Really Be Exciting? The Role of Incidental Emotions in Product Evaluation,” Journal of Consumer Research, 36(6), pp. 983–991.

49. Robert McGarvey, “The Buyer’s Emotional Side,” Selling Power, April 2006, p. 35.

50. Ibid., p. 36.

51. Gary Armstrong and Philip Kotler, Marketing: An Introduction, 6th ed. (Upper Saddle River, NJ: Prentice Hall, 2003), p. 216; Sid Chadwick, “New Twists in Price vs. Perceived Value,” Sales and Marketing Advisory Magazine, July/August 2001, p. 6.

1. Gerhard Gschwandtner, “Thoughts to Sell By,” Personal Selling Power, 15th Anniversary Issue, 1995, p. 122.

2. Personal Interview, Duane Manning, former Director of Business Development, Parker Aerospace. March 12, 2016.

3. Dorothy Leeds, “Where Are the Real Decision Makers?” Personal Selling Power, March 1993, p. 62; Gerhard Gschwandtner, “Getting Squeezed,” Selling Power, May 2002, p. 10.

4. Terry Hill, “How Do You Sustain and Grow Your Customer Relationships?” American Salesman, October 2007, p. 26.

5. For additional information on Joe Girard, see “Joe Girard on Becoming the World’s Greatest Salesperson,” Harvard Business Review, July/August 2006, p. 25.

6. Gerhard Gschwandtner, “The Funnel Concept,” Personal Selling Power, 15th Anniversary Issue, 1995, p. 23.

7. Joel R. Pecoraro, “Panning for Gold,” Sales & Marketing Management, November 2004, p. 56.

8. “Skills Workshop,” Selling Power, October 2000, p. 54.

9. Geoffrey James, “How to Earn Customer Referrals,” Selling Power, July/August 2004, pp. 25–28.

10. Business Network International, www.bni.com (accessed March 23, 2016).

11. “Prospecting with social media,” http://www.examiner.com/article/prospecting-with-social-media (accessed March 23, 2016); “Social Media Prospecting: Every Sale Starts with a Conversation,” http://www.krusecontrolinc.com/automotive-social-media-prospecting-every-sale-starts-conversation/ (accessed March 23, 2016); “Sales Prospecting Using Social Media,” https://social123.com/salestipsguide/sales-prospecting-using-social-media/ (accessed March 23, 2016); “The 5 Dos and Don’ts of Social Media Prospecting,” http://marketmesuite.com/blog/the-5-dos-and-donts-of-social-media-prospecting/ (accessed March 23, 2016); “3 Things to Warm Up Your LinkedIn Prospecting.”

12. Thomas Petzinger Jr., “Selling a ‘Killer App’ Is a Far Tougher Job Than Dreaming It Up,” Wall Street Journal, April 3, 1998, p. B1.

13. Daniel Tynan, “Tricks of the Trade Show,” Sales & Marketing Management, January 2004, p. 27.

14. Ron Donoho, “Steering New Sales,” Sales & Marketing Management, November 2001, pp. 31–35.

15. 15. Henry Canaday, “Carefully Composed,” Selling Power, May 2007, pp. 44–46.

16. Ibid., pp. 45–46.

17. Henry Canaday, “Zeroing In on Prospects,” Selling Power, March 2006, p. 82.

18. Ibid., pp. 84–85.

19. Andy Cohen, “Man About Town,” Sales & Marketing Management, June 2000, p. 29.

20. John Boe, “Selling Is a Contact Sport: Keys to Effective Phone Calling,” American Salesman, January 2008, p. 26. For more information on cold calls, see Scott Stears, “Cold Calls Have Yet to Breathe Their Last Gasp,” Wall Street Journal, December 14, 2006, p. D2.

21. Nicole Gull, “Warming Up to Cold Calls,” Inc., November 2004, pp. 41–43.

22. Maxwell Maltz, Dan S. Kennedy, William T. Brooks, Matt Oechsli, Jeff Paul, and Pamela Yellen, Zero-Resistance Selling (Paramus, NJ: Prentice Hall, 1998), p. 167.

23. Wendy Kaufman, “A Successful Job Search: It’s All About Networking,” February 3, 2011, http://www.npr.org/2011/02/08/133474431/a-successful-job-search-its-all-about-networking (accessed March 23, 2016).

24. Tuba Üstüner and David Godes, “Better Sales Networks,” Harvard Business Review, July/August 2006, pp. 102–112.

25. Michele Marchetti, “Do You Have the Knack for Networking?” Sales & Marketing Management, January 1996, p. 30; Deb Haggerty, “Successful Networking Begins as a State of Mind,” Selling, December 2004, p. 13.

26. Maxwell Maltz, Dan S. Kennedy, William T. Brooks, Matt Oechsli, Jeff Paul, and Pamela Yellen, Zero-Resistance Selling (Paramus, NJ: Prentice Hall, 1998), pp. 179–180.

27. Steve Atlas, “Trouble Connecting?” Selling Power, September 2001, p. 27.

28. “Are You Generating and Using Quality Leads?” Value-Added Selling 21, September 16, 2003, p. 4.

29. Thomas R. Watruba, “The Evolution of Selling,” Journal of Personal Selling and Sales Management, Summer 1991, p. 7.

30. This example was adopted from “Skills Workshop” by William F. Kendy, Selling Power, January/February 2000, p. 26.

31. Mitchell Pacelle, “Former SEC Chairman Levitt Decries Business Ethics in U.S.,” Wall Street Journal, June 17, 2002, p. C7; Shoshana Zuboff, “A Starter Kit for Business Ethics,” Fast Company, January 2005, p. 91.

32. Rick Page, Hope Is Not a Strategy (Atlanta, GA: Nautilus Press, 2002), pp. 69–71.

33. “Senior Execs Share Insider Tips,” Selling, March 2000, pp. 1, 14; Tom Reilly, “Selling to Mr. Big Is Tough, But,” Selling, February 2001, pp. 1, 12.

34. Henry Canaday, “Fishing for Big Ones,” Personal Selling Power (Source Book 2008), p. 46.

35. Jim Dickie and Barry Trailer, “Proactive Sales Intelligence: The New Requirement for Getting into the Game,” Salesforce.com, 2007.

36. www.salesforce.com/company/news-press/press-releases/2011/03/110330.jsp (accessed March 23, 2016).

37. www.salesforce.com/data/overview (accessed March 23, 2016).

38. Ibid., pp. 46–47.

39. H. F. Mackenzie et al., Sales Management in Canada (Toronto, ON: Pearson Education Canada, 2008), p. 140.

40. Tony Parinello, “Keeping Track of Prospects,” www.entrepreneur.com/article/0,4621,306013,00.html, January 13, 2003 (accessed March 23, 2016).

41. Don Thomson, Keeping the Funnel Full (French Creek, BC: Mardon Publishing, 2004), p. 7.

42. H. F. Mackenzie et al., p. 141.

1. Malcolm Fleschner, “Too Busy to Buy,” Selling Power, March 1999, p. 36.

2. Gina Rollins, “Prepped to Sell,” Selling Power, September 2006, pp. 74–77.

3. Bradford Agry, “Every Client Meeting Provides a Dynamic New Opportunity,” Selling, April 2002, pp. 1, 4.

4. Malcolm Fleschner, “Anatomy of a Sale,” Selling Power, April 1998, p. 76; Gina Rollins, “Prepare for the Unknown,” Selling Power, July/August 2003, pp. 26–30.

5. Tom Reilly, “Prepare Like a Pro,” www.TomReillyTraining.com (accessed March 23, 2016).

6. “Set the Agenda,” Personal Selling Power, May/June 1995, p. 79.

7. Donna Fenn, “Because His Family Business Makes an Art of Customer Service,” Inc., April 2005, p. 94; telephone interview with Pamela Miles, staff member at Mitchells/Richards, March 22, 2005.

8. Philip Kotler and Gary Armstrong, Principles of Marketing, 16th ed. (Upper Saddle River, NJ: Prentice Hall, 2016), pp. 471–472.

9. Rick Page, Hope Is Not a Strategy (Atlanta, GA: Nautilus Press, 2002), p. 25.

10. Betsy Cummings, “Group Dynamics,” Sales & Marketing Management, January/February 2007, p. 8.

11. James F. O’Hara, “Successful Selling to Buying Committees,” Selling, February 1998, p. 8.

12. George R. Franke and Jeong-Eun Park, “Salesperson Adaptive Selling Behavior and Customer Orientation: A Meta-Analysis,” Journal of Marketing Research, November 2006, pp. 693–702; Leroy Robinson, Jr., Greg W. Marshall, William C. Moncrief, and Felicia G. Lassak, “Toward a Shortened Measure of Adaptive Selling,” Journal of Personal Selling and Sales Management, Spring 2002, pp. 111–119.

13. The role of confidence in adaptive selling is discussed in Leroy Robinson, Jr., Greg W. Marshall, William C. Moncrief, and Felicia G. Lassak, “Toward a Shortened Measure of Adaptive Selling,” Journal of Personal Selling and Sales Management, Spring 2002, pp. 111–119.

14. Neil Rackham and John R. Vincentis, Rethinking the Sales Force (New York: McGraw-Hill, 1999), p. 217.

15. Graham Roberts-Phelps, “How to Add Value to Every Sales Call,” Selling Power, March/April 2010, p. 19.

16. Ibid.

17. Thomas A. Freese, Secrets of Question-Based Selling (Naperville, IL: Sourcebooks, Inc., 2003), p. 114.

18. Based on John Fellows, “Your Foot in the Door,” Selling Power, March 1996, pp. 64–65.

19. 19. Adapted from Art Sobczak, “Please, Call Me Back!” Selling, March 1999, p. 12.

20. Ibid.

21. Deborah Dumaine, “Managing Customers with E-Mail,” Selling Power, March 2004, p. 94.

22. Rachel Zupek, “Reply All and Other E-Mail Gaffes,” Business.com, September 2007, p. 26.

23. Susan Bixler and Nancy Nix-Rice, The New Professional Image (Holbrook, MA: Adams Media Corporation, 1997), p. 3.

24. Steve Atlas, “How to Cultivate New Turf,” Selling Power, January/February 2003, p. 26.

25. Maxine Clayton, “60 Seconds on Small Talk,” Fast Company, November 2004, p. 43.

26. Dean A. Goettsch, “Make Your First Meeting Count,” Selling, July 2004, pp. 1, 4.

27. Melissa Campanelli, “Sound the Alarm,” Sales & Marketing Management, December 1994, pp. 20–25.

28. Carolee Boyles, “Prewarm Cold Calls,” Selling Power, July/August 2001, p. 30.

29. Abner Littel, “Selling to Women Revs Up Car Sales,” Personal Selling Power, July/August 1990, p. 50.

30. “Six Great Upselling Questions,” Personal Selling Power, April 1993, p. 44.

31. Linda Richardson, “The Richardson Sales Excellence Review™,” http://blogs.richardson.com/2012/09/05/challenger_sale_missing_link/ (accessed March 23, 2016).

32. Theodore Kinni, “How to Identify and Remove the Problems Underlying Call Reluctance,” Selling Power, November/December 2004, pp. 69–71; “Types of Call Reluctance,” Value-Added Selling 21, February 14, 2005, p. 4.

33. Alan Farnham, “Are You Smart Enough to Keep Your Job?” Fortune, January 15, 1996, pp. 34–42.

34. “The Disappointment Trap,” Selling Power, January/February 1999, p. 14.

35. Roy Chitwood, “Still Trying to Slip Past Gatekeepers? Forget It.” Value-Added Selling 21, December 16, 2003, pp. 1–2.

1. Olaf Ploetner, “The Development of Consulting in Goods-Based Companies,” Industrial Marketing Management 37, February 6, 2008, p. 329.

2. V. Kuman, Rajkuma, Rajkuman Venkatesan, and Werner Reinartz, “Performance Implications of Adopting a Customer-Focused Sales Campaign,” Journal of Marketing 72, September 2008, p. 50.

3. Going the Distance: The Consultative Sales Presentation (Pasadena, CA: Intelecom); “The Amgen Difference,” www.amgen.com (accessed July 30, 2013).

4. Louis E. Boone and David L. Kurtz, Contemporary Marketing, 16th ed. (Mason, Ohio: South-Western Publishing, 2013), p. 12; Geoffrey James, “Consultative Selling Strategies,” Selling Power, April 2004, pp. 17–20.

5. Jack R. Snader, “Developing Consultative Sales Skills,” Pace, October 1985, p. 49.

6. Jeff Thull, The Prime Solution, (Chicago, IL: Dearborn Publishing, 2005), p. 35.

7. Othman Boujena, Wesley J. Johnston, and Dwight R. Merunka, “The Benefits of Sales Force Automation: A Customer’s Perspective,” Journal of Personal Selling and Sales Management, 24, Spring 2009, p. 137.

8. Duane Sparks, Questions—The Answer to Sales (Minneapolis, MN: The Sales Board, 2005), p. vii.

9. Rose A. Spinelli, “Listening—A Priority in Shopping for Others,” Chicago Tribune, November 30, 2003, p. 55.

10. Gerhard Gschwandtner, “What Makes Sales Relationships Work?” Selling Power, May/June 2010, p. 9.

11. Research for the SPIN model was conducted in the late 1970s and early 1980. Neil Rackham, SPIN Selling (New York: McGraw-Hill, 1988); www.huthwaite.com.au/research-ip.html (accessed June 8, 2010).

12. Geoffrey James, “Driving the High-Stakes Sales,” Selling Power, May 2007, p. 51.

13. “What Do Good Salespeople Have in Common?” Training, December 1984, p. 21.

14. Research for the Professional Selling Skills model was conducted in the late 1960s and early 1970s. “Professional Selling Skills,” http://www.achieveglobal.be/en/research-success-stories/sales/ (accessed April 1, 2016).

15. Michael D. Hargrove, “Using the Socratic Selling Method,” http://bluinc.com/socratic-selling-method/ (accessed April 1, 2016).

16. Geoffrey James, “Driving the High-Stakes Sales,” p. 52.

17. Robert Jolles, Customer-Centered Selling: Mastering the Art of Urgency, 2nd ed. (New York: The Free Press, 2009), pp. 105–106.

18. Ann Demarais and Valerie White, First Impressions—What You Don’t Know About How Others See You (New York: Bantam Books, 2004), pp. 68–69.

19. Fernando Jaramillo and Douglas B. Grisaffe (Spring 2009), “Does Customer Orientation Impact Objective Sales Performance?” Journal of Personal Selling and Sales Management, 24(1), p. 167.

20. Barry L. Reece, Effective Human Relations: Interpersonal and Organizational Applications, 12th ed. (Mason, OH: South-Western Cengage Learning, 2013), p. 33.

21. Ibid., p. 34.

22. Demarais and White, First Impressions, p. 70.

23. Abner Little, “Are You Listening,” Selling Power, May–June 2010, p. 34.

24. William F. Kendy, “The Silence Play,” Selling Power, July/August 2007, pp. 29–30.

25. Matthew McKay, Martha Davis, and Patrick Fanning, Message: The Communication Skills Book (Oakland, CA: New Harbinger, 2009), p. 17; Susan Scott, Fierce Conversation (New York: Viking, 2002), p. 157.

26. William F. Kendy, “How to Be a Good Listener,” Selling Power, April 2004, p. 43.

27. Tom Reilly, Value-Added Selling (New York: McGraw-Hill, 2003), p. 130.

28. Adam Rapp, Raj Agnihotri, and Lukas P. Forbes (Fall 2008), “The Sales Force Technology–Performance Chain: The Role of Adaptive Selling and Effort,” Journal of Personal Selling and Sales Management, 28(4), p. 335.

29. Olaf Ploetner, “The Development of Consulting in Goods-Based Companies,” p. 329.

30. 30. Geoffrey James, “How to Use the Intuitive Model to Sell,” Selling Power, May–June 2010, p. 40.

31. Decorating Den Interiors, www.decoratingden.com/meet-our-decorators.html (accessed April 1, 2016).

32. Tom Reilly, Value-Added Selling, pp. 17, 167.

33. Kerry L. Johnson, “The Things Sales Masters Do,” Value-Added Selling 21, April 16, 2007, p. 3.

34. Aptean, http://www.aptean.com/ (accessed April 1, 2016).

35. Big Machines, www.bigmachines.com/salesforce.php (accessed April 1, 2016).

36. Rapp, Agnihotri, and Forbes, “The Sales Force Technology–Performance Chain: The Role of Adaptive Selling and Effort,” p. 335.

37. Willem J. Verbeke, Frank D. Belschak, Arnold B. Bakker, and Bart Dietz (July 2008), “When Intelligence Is (Dys)Functional for Achieving Sales Performance,” Journal of Marketing, 72, p. 44.

38. Paul F. Roos, “Just Say No,” Selling Power, October 2003, p. 50.

39. Neil Rackham and John DeVincentis, Rethinking the Sales Force (New York: McGraw-Hill, 1999), p. 17.

40. Ibid., p. 9.

1. “Presentation-Wise, We’ve Lost Our Tails,” Sales & Field Force Automation, July 1999, p. 4.

2. Jan Wieseke, Christian Homburg, and Nick Lee, “Understanding the Adoption of New Brands Through Salespeople: A Multilevel Framework,” Journal of the Academy of Marketing Science, July 7, 2007, p. 278.

3. Franklin J. Carter and Ravindra Chitturi (Winter 2009), “Segmentation Based on Physician Behavior: Implications for Sales Forecasting and Marketing-Mix Strategy,” Journal of Personal Selling and Sales Management, 29(1), p. 81.

4. Dean A. Goettsch, “Guidelines for Rethinking Sales Presentations,” Selling, October 2001, p. 14.

5. Ryan Kibacki, “The Changing Role of the Sales Professional,” Selling Power, May/June 2010.

6. “Communicating Technical Ideas Persuasively.” This article originally appeared in the May-June 1998 issue of the Journal for Management in Engineering, published by the American Society of Civil Engineers (accessed April 1, 2016).

7. Gary A. Williams and Robert B. Miller, “Change the Way You Persuade,” Harvard Business Review, May 2002, p. 6; Renee Houston Zemanski, “Subtlety Can Sell,” Selling Power, January/February 2007, pp. 42–44.

8. Mike Coyne, “How I Made the Sale,” Value-Added Selling 21, August 12, 2003, pp. 1, 4.

9. John M. Hawes, “Leaders in Selling and Sales Management,” Journal of Personal Selling and Sales Management, November 5, 1985, p. 60.

10. Randall Murphy, “The Consultative Approach to Selling,” Selling Power, March/April 2010, p. 32.

11. Fernando Jaramillo and Douglas B. Grisaffe (Spring 2009), “Does Customer Orientation Impact Objective Sales Performance?” Journal of Personal Selling and Sales Management, 29(2), p. 167.

12. Lambeth Hochwald, “Simplify,” Sales & Marketing Management, June 1998, pp. 66–67; “Company Information,” www.bellhelicopter.textron.com (accessed April 1, 2016).

13. Steve Heimoff, “Taking the Road Less Traveled,” Wine Spectator, October 31, 1990, pp. 67–70; Jeff Morgan, “Geyser Peak’s Turnaround,” Wine Spectator, November 15, 1995, pp. 37–40; “Eberle Winery,” www.eberlewinery.com (accessed May 1, 2016).

14. Cindy Waxer, “The Lighter Side,” Selling Power, January/ February, 2005, p. 91.

15. Douglas A. Bernstein, Alison Clarke-Stewart, Edward J. Roy, and Louis A. Penner, Psychology, 6th ed. (Boston: Houghton Mifflin Company, 2003), pp. 373–374.

16. Malcom Fleschner, “Funny You Should Say That,” Personal Selling Power, May/June 2010, pp. 14–16.

17. James C. Anderson, James A. Narus, and Wouter van Rossum, “Customer Value Proposition in Business Markets,” Harvard Business Review, March 2006, pp. 1–9.

18. Ibid.

19. Corbin Ball, “Avoiding Death by PowerPoint,” www.corbinball.com/assets/docs/PowerPointDeath.pps (accessed April 1, 2016).

20. “Communicating Technical Ideas Persuasively.” This article originally appeared in the May-June 1998 issue of the Journal for Management in Engineering, published by the American Society of Civil Engineers (accessed April 1, 2016).

21. Gerhard Gschwandtner, “What Makes Relationships Work?” Selling Power, May/June 2010, p. 9.

22. Kevin D. Bradford and Barton A. Weitz (Winter 2009), “Salespersons’ Management of Conflict in Buyer–Seller Relationships,” Journal of Personal Selling and Sales Management, 29(1), p. 25.

23. Robert B. Cialdini, “Harnessing the Science of Persuasion,” Harvard Business Review, October 2001, p. 74.

24. Ibid, p. 9.

25. Stephanie G. Sherman and V. Clayton Sherman, Make Yourself Memorable (New York: AMACOM, 1996), pp. 58–59.

26. Willem J. Verbeke, Frank D. Belschak, Arnold B. Bakker, and Bart Dietz, “When Intelligence Is (Dys)Functional for Achieving Sales Performance,” Journal of Marketing, 72, July 2008, p. 44.

27. John Grossmann, “Location, Location, Location,” Inc., August 2004, p. 83.

28. Rich Mesch, “Spinning Yarns–Seven Tips for Using Stories to Enhance Simulations and Learning,” SPBT Focus, Spring 2007, pp. 42–46.

29. Carol Burke, “How to Create and Deliver a Winning Group Presentation,” www.salesvantage.com (accessed April 1, 2016). For more information, see Joann S. Lublin, “Improv Troup Teaches Managers How to Give Better Presentation,” Wall Street Journal, February 6, 2007, p. B1.

30. Cindy Waxer, “Light Is Right,” Selling Power, January/February 2007, pp. 100–102.

31. Cindy Waxer, “Shine On,” Selling Power, April 2007, p. 98.

32. Cindy Waxer, “Light Is Right,” Selling Power, January/February 2007, p. 102.

33. Joseph B. White, “New Ergonomic Chairs Battle to Save the Backs of Workers, for Big Bucks,” Wall Street Journal, June 8, 1999, p. B4B.

34. Rick Page, Hope Is Not a Strategy (Atlanta, GA: Nautilus Press, 2000), p. 126.

35. Geoffrey James, “Flight to Profit,” Selling Power, September 2004, p. 74.

36. 36. Lambeth Hochwald, “Simplify,” Sales & Marketing Management, June 1998, pp. 65–66; Closetmaid, www.closetmaid.com/en-US/Pages/Default.aspx (accessed April 1, 2016).

37. Ginger Trumfio, “Ready! Set! Sell!” Sales & Marketing Management, February 1995, pp. 82–84; Downing Retail, http://downingretail.com/ (accessed April 1, 2016).

38. Landy Chase, “Master the Art of Brochure Selling,” Selling, March 2005, pp. 8–9; “Colors of Corian,” E.I. du Pont de Nemours and Company, 2002.

39. David Ranii, “Dermabond’s Debut Disappoints,” News & Observer, July 31, 1999, p. D-1.

40. “Three Guides to Using Your Catalog as a Sales Tool,” Value-Added Selling 21, June 17, 2003, p. 4.

41. “The Presentation Paper Trail,” Sales & Marketing Management, March 1995, p. 49.

42. Heather Baldwin, “Star Light Star Bright,” Selling Power Source Book, 2002, p. 55.

43. Heather Baldwin, “Up Your Powers,” Selling Power, October 2001, pp. 88–92.

44. Kevin Ferguson, “Reinventing the PowerPoint,” Inc., March 2004, p. 42; “Avoiding Death by PowerPoint,” Corbin Ball Associates, www.corbinball.com/assets/docs/PowerPointDeath.pps (accessed April 1, 2016); Stacy Straczynski, “PowerPoint and Beyond,” Training, October 2006, p. 46.

45. Gerald L. Manning and Jack W. Linge, Selling-Today.Com (Upper Saddle River, NJ: Prentice Hall, 2004), pp. 26–30.

46. Cindy Waxer, “Presenting the Power,” Selling Power Source Book, 2005, pp. 70–71; Cindy Waxer, “Wired to Sell,” Selling Power, June 2007, pp. 88–90.

47. Renee Houston Zemanski, “Play It Back,” Selling Power, September 2007, p. 43.

48. Rick Page, Hope Is Not a Strategy (Atlanta, GA: Nautilus Press, 2002).

1. Selling Power, June 2007, p. 32.

2. Geoff James, “The Art of Sales Negotiation,” Selling Power, March 2004, pp. 25–28.

3. Tom Reilly, Value-Added Selling (New York: McGraw-Hill, 2003), p. 17.

4. Hal Lancaster, “You Have to Negotiate for Everything in Life, So Get Good at It,” Wall Street Journal, January 27, 1998, p. B1.

5. Joydeep Srivastava and Dipankar Chakravarti (2009), “Channel Negotiations with Information Asymmetries: Contingent Influences of Communication and Trustworthiness Reputations,” Journal of Marketing Research, 46(3), pp. 557–572.

6. Ron Willingham, Integrity Selling for the 21st Century (New York: Currency Doubleday, 2003), p. 154.

7. Brian Tracy, The 100 Absolutely Unbreakable Laws of Business Success (San Francisco: Berrett-Koehler Publishers, Inc., 2000), p. 235.

8. Ron Willingham, Integrity Selling for the 21st Century, p. 153.

9. Brenda Goodman, “The Art of Negotiation,” Psychology Today, January/February 2007, pp. 64–65.

10. Richardson, www.richardson.com/Who-We-Are/Thought-Leadership/Best-Practices-in-Sales-Negotiations/ (accessed on April 1, 2016).

11. Michael Soon Lee, “Common Negotiating Mistakes That Cost You Thousands,” The American Salesman, August 2007, pp. 25–28.

12. Rob Walker, “Take It or Leave It: The Only Guide to Negotiating You Will Ever Need,” Inc., August 2003, p. 81.

13. Robert H. Schuller, “Preparing to Negotiate,” in The Only Negotiating Guide You’ll Ever Need: 101 Ways to Win Every Time in Any Situation by Peter B. Stark and Jane S. Flaherty, Chapter 10 (New York, Random House, 2003), pp. 81–85.

14. Deepak Malhotra and Max H. Bazerman, Negotiation Genius (New York: Random House, 2007), p. 102.

15. Klaus Backhaus, Jenny van Doorn, and Robert Wilken (2008), “The Impact of Team Characteristics on the Course and Outcome of Intergroup Price Negotiations,” Journal of Business-to-Business Marketing, 15(4), pp. 365–396.

16. Peter B. Stank and Jane Flaherty, The Only Negotiating Guide You’ll Ever Need (New York: Broadway Books, 2003), p. 84.

17. Deepak Malhotra and Max H. Bazerman, Negotiation Genius (New York: Random House, 2007), pp. 20–23.

18. Ibid.

19. P. V. Balakrishnan, Charles Patton, and Phillip A. Lewis (1993), “Toward a Theory of Agenda Setting in Negotiations,” Journal of Consumer Research, 19(2), pp. 637–654.

20. Peter B. Stank and Jane Flaherty, The Only Negotiating Guide You’ll Ever Need (New York: Broadway Books), p. 79.

21. Nicholas G. Paparoidamis and Paolo Guenzi (2009), “An Empirical Investigation into the Impact of Relationship Selling and LMX on Salespeople’s Behaviors and Sales Effectiveness,” European Journal of Marketing, 43(7/8), pp. 1053–1075.

22. David Stiebel, When Talking Makes Things Worse! (Dallas: Whitehall & Nolton, 1997), p. 17.

23. For details, see Deepak Malhotra and Max H. Bazerman, Negotiation Genius (New York: Random House, 2007), pp. 59–64, 82.

24. Don Maruska, Value Added Selling 21, April 30, 2007, p. 2.

25. Robert Wilken, Markus Corneliben, Klaus Backhaus, and Christian Schmitz (2010), “Steering Sales Reps Through Cost Information: An Investigation into the Black Box of Cognitive References and Negotiation Behavior,” International Journal of Research in Marketing 27, pp. 69–82.

26. Joseph Conlin, “Negotiating Their Way to the Top,” Sales & Marketing Management, April 1996, p. 62; Neil Rackham, “Winning the Price War,” Sales & Marketing Management, November 2001, p. 26.

27. Deepak Malhotra and Max H. Bazerman, Negotiation Genius (New York: Random House, 2007), p. 175.

28. Lain Ehman, “Not a Done Deal,” Selling Power, November/December 2003, pp. 42–44; “Negotiate the Right Price Despite Customer Pressure,” Selling, July 2004, p. 2.

29. William F. Kendy, “Solving the ‘Friendship Buying’ Problem,” Selling Power, November/December 2001, pp. 40–44.

30. Sarah Mahoney, “Competing Against a Long-Term Supplier,” Selling, June 1998, p. 10.

31. Marc Freeman, “Say It and Sell It,” Sales & Marketing Management, November/December 2006, p. 13.

32. William F. Kendy, “The Price Is Too High,” Selling Power, April 2006, pp. 30–33.

33. 33. Ibid.

34. Jeff Keller, “Objections? No Problem,” Selling Power, September 1996, pp. 44–45.

35. Adapted from Nanci McCann, “Irate over Rates,” Selling, July/August 1996, p. 25.

36. Tom Reilly, Value-Added Selling (New York: McGraw-Hill, 2003), p. 189.

37. See Neil Rackham, The SPIN Selling Fieldbook (New York: McGraw-Hill, 1996), pp. 127–145.

38. David Jobber and Jeff Lancaster, Selling and Sales Management, 7th ed. (Prentice Hall/Financial Times, 2006), p. 261.

39. Arnaud De Bruyn and Gary E. Bolton (2008), “Estimating the Influence of Fairness on Bargaining Behavior,” Management Science, 54(10), pp. 1774–1791.

40. William F. Kendy, “The Price Is Too High,” Selling Power, April 2006, p. 30.

41. Tom Reilly, Value-Added Selling (New York: McGraw-Hill, 2003), pp. 191–192.

42. Joseph Conlin, “Negotiating Their Way to the Top,” Sales & Marketing Management, April 1996, p. 58.

43. William F. Kendy, “The Price Is Too High,” Selling Power, April 2006, pp. 30–33.

44. Sam Deep and Lyle Sussman, Close the Deal: Smart Moves for Selling (Reading, MA: Perseus Books, 1999), p. 225.

45. Tom Reilly, http://tomreillytraining.com/writings-and-recordings/articles/crush-price-objections/ (accessed on April 1, 2016)

46. William F. Kendy, “Negotiation Tactics,” Selling Power, September 2006, p. 31.

47. Based on Homer Smith, “How to Cope with Buyers Who Are Trained in Negotiation,” Personal Selling Power, September 1988, p. 37.

48. Ibid.

49. Robert Adler, Benson Rosen, and Elliot Silverstein, “Thrust and Parry,” Training & Development, March 1996, p. 47.

50. Homer Smith, “How to Cope with Buyers Who Are Trained in Negotiation,” Personal Selling Power, September 1988, p. 37.

1. On the Dotted Line: Closing the Sale (Pasadena, CA: Intelecom); “Special Events and Meetings,” http://themeparks.universalstudios.com/index.php (accessed on April 1, 2016).

2. Subhra Chakrabarty, Gene Brown, and Robert E. Widing II (2010), “Closed Influence Tactics: Do Smugglers Win in the Long Run?” Journal of Personal Selling and Sales Management, 30(1), pp. 23–32.

3. Ron Willingham, Integrity Selling for the 21st Century (New York: Currency Doubleday, 2003), p. 179.

4. Sergio Roman and Dawn Iacobucci (2010), “Antecedents and Consequences of Adaptive Selling Confidence and Behavior: A Dyadic Analysis of Salespeople and Their Customers,” Journal of the Academy of Marketing Science, 38(3), pp. 363–382.

5. Gene Bedell, Three Steps to Yes (New York: Crown Business, 2000), pp. 72–80.

6. Tom Reilly, Value-Added Selling (New York: McGraw-Hill, 2003), p. 176.

7. Andy Cohen, “Are Your Reps Afraid to Close?” Sales & Marketing Management, March 1996, p. 43.

8. Michele Marchetti, “Make Process a Sales Priority,” Sales & Marketing Management, September 2006, p. 16; see John Graham, “How to Profit from Customer Buying-Cycle Basics,” The American Salesman, May 2007, pp. 19–23.

9. Susan Creco, “The Need for Speed—How to Rev Up Your Sales Cycle,” Inc., April 2007, p. 38.

10. Graham Denton, “The Single Biggest Closing Mistake,” Graham Denton Skills Center, www.members.fortunecity.com/salesman2/salescom/closing/thesingl.html (accessed September 26, 2010), p. 1.

11. Ray Dreyfock, “Is the Buyer Ready?” Selling Power, January/February 2002, p. 52.

12. Ralph W. Giacobbe, Donald W. Jackson Jr., Lawrence A. Crosby, and Claudia M. Bridges, “A Contingency Approach to Adaptive Selling Behavior and Sales Performance: Selling Situations and Salesperson Characteristics,” Journal of Personal Selling and Sales Management, Spring 2006, pp. 115–142.

13. “The Closing Moment,” Personal Selling, October 1995, p. 48; Lain Ehman, “How to Read Hidden Signals,” Selling Power, June 2004, pp. 36–38.

14. Ron Karr, “Expert Advice—The Titan Principle,” Selling Power, October 2001, p. 32.

15. Richard G. McFarland, Goutam N. Challagalla, and Tasadduq A. Shervani, “Influence Tactics for Effective Adaptive Selling,” Journal of Marketing, October 2006, pp. 103–117.

16. Jenny McCune, “Closing Sales with a Splash,” Selling, September 2004, p. 15.

17. “Selling Tips,” Selling, May 1999, p. 13.

18. Ron Willingham, Integrity Selling (New York: Doubleday, 1987), p. 133.

19. Jeffrey Gitomer, “Did You Get the Order? If You Didn’t, Here’s Why,” Business Record, May 7, 2007, p. 36.

20. Tom Reilly, Value-Added Selling, p. 179.

21. Ron Willingham, Integrity Selling for the 21st Century (New York: Currency Doubleday, 2003), p. 184.

22. Jenny C. McCune, “The Brief Story of Underwear’s Stupendous Success,” Selling, March 2000, p. 15.

23. Joan Leotta, “The Management Close,” Selling Power, November/December 2001, pp. 26–28; Megan Sweas, “Heavyweights on Call,” Sales & Marketing Management, December 2003, p. 14.

24. Ron Willingham, Integrity Selling for the 21st Century, pp. 185–187.

25. George R. Franke and Jeong-Eun Park, “Salesperson Adaptive Selling Behavior and Customer Orientation: A Meta-Analysis,” Journal of Marketing Research, November 2006, pp. 693–702.

26. Richard Ruff, http://salestrainingconnection.com/2014/05/05/sales-role-plays-do-them-right-then-they-work/ (accessed on April 1, 2016).

27. T. J. Becker, “That Queasy Feeling,” Chicago Tribune, July 21, 2002, p. W1.

28. Betsy Wiesendanger, “When a Sale Goes South,” Selling Power, November/December 2003, pp. 65–67.

29. Betsy Cummings, “Done Deal—How One Sales Pro Closed a Big Customer,” Sales & Marketing Management, September 2006, p. 13.

1. Bob Johnson, “Loyalty Lessons from the Pros,” Customer Support Management, July/August 1999, p. 115; Ranjay Gulati and James B. Oldroyd, “The Quest for Customer Focus,” Harvard Business Review, April 2005, pp. 92–97.

2. Ibid.

3. Gary Armstrong and Philip Kotler, Marketing—An Introduction, 6th ed. (Upper Saddle River, NJ: Prentice Hall, 2003), p. 533.

4. Don Peppers and Martha Rogers, “Customer Loyalty: A Matter of Trust,” Sales & Marketing Management, June 2006, p. 22.

5. Theodore Levitt, The Marketing Imagination (New York: Macmillan, 1983), pp. 117–118; Tahl Raz, “The ‘4 + 2 Formula’ for Success,” Inc., August 2003, p. 42.

6. Brett Boyle, F. Robert Dwyer, Robert A. Robicheaux, and James T. Simpson (1992), “Influence Strategies in Marketing Channels: Measures and Use in Different Relationship Structures,” Journal of Marketing Research, 29(4), pp. 462–473.

7. See Tom Reilly, “Value-Added Service Is a Team Sport,” Tom Reilly Training, www.tomreillytraining.com (accessed April 1, 2016).

8. Geoffrey Brewer, “The Customer Stops Here,” Sales & Marketing Management, March 1998, pp. 31–33; see Ron Zemke and Chip Bell, Service Magic (Chicago, IL: Dearborn Trade Publishing, 2004).

9. James Digby, http://returnonbehavior.com/2010/10/50-facts-about-customer-experience-for-2011/ (accessed on April 1, 2016); Collin Burke, www.insightsquared.com/2015/04/100-customer-service-statistics-you-need-to-know/ (accessed April 1, 2016).

10. Tom Peters, The Circle of Innovation (New York: Vintage Books, 1997), p. 464; “Customers for Life,” http://www.sewelllexus-fw.com (accessed April 1, 2016).

11. Bill Gates, Business @ the Speed of Thought (New York: Warner Books, 1999), p. 67.

12. Ruth Maria Stock and Wayne D. Hoyer (2005), “An Attitude-Behavior Model of Salespeople’s Customer Orientation,” Journal of the Academy of Marketing Science, 33(4), pp. 536–552.

13. Michael Ahearne, Ronald Jelinek, and Eli Jones, “Examining the Effect of Salesperson Service Behavior in a Competitive Context,” Journal of the Academy of Marketing Science, Spring 2007, p. 13.

14. Daniel H. Pink, A Whole New Mind: Moving from the Information Age to the Conceptual Age (New York: Riverhead Books, 2005), pp. 48–53.

15. Frederick Hong-kit Yim, Rolph E. Anderson, and Srinivasan Swaminathan (2004), “Customer Relationship Management: Its Dimensions and Effect on Customer Outcomes,” Journal of Personal Selling and Sales Management, 24(4), pp. 263–278.

16. Steve Ham, “Oracle—Why It’s Cool Again,” BusinessWeek, May 8, 2000, pp. 115–119.

17. Jack Mitchell, Hug Your Customers (New York: Hyperion, 2003), pp. 129–132.

18. Maxim Sytch and Ranjay Gulati (2008), “Creating Value Together,” MIT Sloan Management Review, 50(1), pp. 12–13.

19. Scott Wolfe Jr., www.zlien.com/articles/credit-department-v-sales-departments-how-everyone-can-get-along/ (accessed on April 1, 2016).

20. Sally J. Silberman, “An Eye for Finance,” Sales & Marketing Management, April 1996, p. 26.

21. Benson P. Shapiro, V. Kasturi Rangon, and John J. Sviokla, “Staple Yourself to an Order,” Harvard Business Review, July/August 2004, pp. 162–171.

22. Daryl Allen, “Relationship Selling Is Key to Success,” Selling, March 2002, p. 12.

23. Dave Kahle, “Protecting Your Good Accounts,” The American Salesman, June 2007, p. 12.

24. Gary L. Frankwick, Stephen S. Porter, and Lawrence A. Crosby (2001), “Dynamics of Relationship Selling: A Longitudinal Examination of Changes in Salesperson-Customer Relationship Status,” Journal of Personal Selling and Sales Management, 21(2), pp. 135–146.

25. Tom Reilly, “Create Satisfied Customers: Always Be Sure to Exceed Their Expectations,” Selling, January 2001, p. 3; Mary Salafia, “Reassessment Planning,” Selling Power, May 2004, p. 56.

26. Tom Reilly, Value-Added Selling (New York: McGraw-Hill, 2003), p. 117.

27. Andrea Nierenberg, “Eight Ways to Stay Top of Mind,” Selling, April 1998, p. 7.

28. Queena Sook Kim, “For Sale: Super-Model Home,” Wall Street Journal, August 6, 2002, p. D1.

29. Melinda Ligos, “The Joys of Cross-Selling,” Sales & Marketing Management, August 1998, p. 75.

30. Tom Reilly, Value-Added Selling, pp. 124–125.

31. William F. Kendy, “Add-Ons Add Up,” Selling Power, January/February 2007, p. 30.

32. William F. Kendy, “Skills Workshop,” Selling Power, June 2000, pp. 33–34.

33. Jo Ann Brezette, “Smart Answers to Clients’ Questions,” Window Fashions Design & Education Magazine, September 2001, p. 120; Lain Ehman, “Upsell, Don’t Oversell,” Selling Power, January/February 2004, pp. 30–32.

34. John Hagedoorn (2006), “Understanding the Cross-Level Embeddedness of Interfirm Partnership Formation,” Academy of Management Review, 31(3), pp. 670–680.

35. “Inspirations from Michele,” Inspiring Solutions, February 1999, p. 3.

36. Jahyun Goo, Rajiv Kishore, H. R. Rao, and Kichan Nam (2008), “The Role of Service Level Agreements in Relational Management of Information Technology Outsourcing: An Empirical Study,” MIS Quarterly, 33(1), pp. 119–145.

37. Bob Johnson, “Loyalty Lessons from the Pros,” Customer Support Management, July/August 1999, p. 115.

38. Barry L. Reece, Effective Human Relations: Interpersonal and Organizational Applications, 12th ed. (Mason, OH: South-Western Cengage Learning, 2013), pp. 195–196.

39. Bradley E. Wesner, “From Complaint to Opportunity,” Selling Power, May 1996, p. 62.

40. Tony Hsieh, “How I Did It: Zappos’s CEO on Going to Extremes for Customers,” Harvard Business Review, July–August, 2010.

Gerald A. Michaelson, “When Things Go Wrong, Make It Right,” Selling, March 1997, p. 12.

41. Michael Abrams and Matthew Paese, “Wining and Dining the Whiners,” Sales & Marketing Management, February 1993, p. 73.

42. “How to Diffuse a Customer Problem,” Sales & Marketing Management, May 2000, p. 14.

1. Dana Ray, “The Secret of Success,” Personal Selling Power, November/December 1995, pp. 80–83.

2. Julio Melara, www.juliomelara.com (accessed April 17, 2016).

3. Renee Houston Zemanski, “A Matter of Time,” Selling Power, October 2001, p. 82.

4. Bernd Skiera and Sonke Albers (2008), “Prioritizing Sales Force Decision Areas for Productivity Improvements Using a Core Sales Response Function,” Journal of Personal Selling and Sales Management, 28(2), pp. 145–154.

5. Eugene Greissman, “Seven Characteristics of High-Achieving Salespeople,” Value-Added Selling 21, March 16, 2004, p. 4.

6. Betty Cummings, “Increasing Face Time,” Sales & Marketing Management, January 2004, p. 12.

7. Thomas P. Reilly, “Three Tips for Effective Time Management,” http://www.sellingpower.com/content/article/?a=8350/three-tips-for-effective-time-management (accessed on April 17, 2016).

8. If you are interested in how to break bad habits and form good ones, see James Claiborn and Cherry Pedrick, The Habit Change Workbook (Oakland, CA: New Harbinger Publications, 2001).

9. See Alison Stein Wellner, “The Time Trap,” Inc., June 2004, pp. 42–44.

10. Brian Tracy, The 100 Absolutely Unbreakable Laws of Business Success (San Francisco: Berrett-Koehler Publishers, Inc., 2000), pp. 40–47.

11. Charles R. Hall, “Create Excitement, Get Motivated Through Planning,” Selling, February 2000, p. 13.

12. Ed Brown, “Stephen Covey’s New One-Day Seminar,” Fortune, January 1999, p. 138.

13. Betsy Wiesendanger, “Time to Spend,” Selling Power, November/December 2003, pp. 28–32.

14. Hyrum W. Smith, The 10 Natural Laws of Successful Time and Life Management (New York: Warner Books, 1994), p. 108.

15. Thomas E. Weber, “Meetings in Cyberspace May Soon Be as Routine as the Conference Call,” Wall Street Journal, June 4, 2001, p. B1.

16. Michele Marchetti, “Territories: For Optimal Performance, Segment Your Customer Base by Industry,” Sales & Marketing Management, December 1998, p. 35.

17. Ken Grant, David W. Cravens, George S. Low, and William C. Moncrief (2001), “The Role of Satisfaction with Territory Design on the Motivation, Attitudes, and Work Outcomes of Salespeople,” Journal of the Academy of Marketing Science, 29(2), pp. 165–178.

18. Lain Chroust Ehmann, “In the Details,” Selling Power, September 2007, p. 34.

19. Rajkumar Venkatesan, V. Kumar, and Timothy Bohling (2007), “Optimal Customer Relationship Management Using Bayesian Decision Theory: An Application for Customer Selection,” Journal of Marketing Research, 44(4), pp. 579–594.

20. V. Kumar, Rajkumar Venkatesan, Tim Bohling, and Denise Beckmann (2008), “The Power of CLV: Managing Customer Lifetime Value at IBM,” Marketing Science, 27(4), pp. 585–599.

21. Ibid., p. 36.

22. Ken Liebeskind, “Where Is Everyone?” Selling Power, March 1998, p. 35; Marie Warner, “Take Careful Steps When Redefining Territories,” Selling, June 2001, p. 10.

23. Alison Smith, “Plan Your Territory,” Selling Power, March 2003, pp. 37–38.

24. Daryl Allen, “Maximize Your Territory Coverage, Increased Sales and Higher Profits Will Follow,” Selling, June 2001, p. 10.

25. Paul Clark, Richard A. Rocco, and Alan J. Bush (2007), “Sales Force Automation Systems and Sales Force Productivity: Critical Issues and Research Agenda,” Journal of Relationship Marketing, 6(2), pp. 67–87.

26. Henry Canaday, “Automated Reports Boost Sales Productivity,” Selling Power, June 2007, p. 13.

27. “Maintaining Perspective by Keeping Good Records,” Value-Added Selling 21, August 20, 2007, p. 4.

28. Jeffrey E. Lewin and Jeffrey K. Sager (2008), “Salesperson Burnout: A Test of the Coping-Mediational Model of Social Support,” Journal of Personal Selling and Sales Management, 28(3), pp. 233–246.

29. Bruce Cryer, Rollin McCraty, and Doc Childre, “Pull the Plug on Stress,” Harvard Business Review, July 2003, pp. 1–2.

30. Paul Hemp, “Death by Information Overload,” Harvard Business Review, September 2009, pp 82–87.

31. “More Useful Tips for Running Your Home Office,” Selling, January 2001, p. 11; “Home Office Etiquette,” Sales & Marketing Management, January 2000, p. 74.

32. Patricia Sellers, “Now Bounce Back,” Fortune, May 1, 1995, p. 57.

33. Martin Seligman, Learned Optimism (New York: Knopf, 2001), p. 4; Annie Murphy Paul, “Self-Help: Shattering the Myths,” Psychology Today, March/April 2001, p. 64; Arnold A. Lazarus and Clifford N. Lazarus, The 60-Second Shrink (San Luis Obispo, CA: Impact Publishers, 1997), pp. 3, 4.

34. Caleb T. Hayes and Bart L. Weathington (2007), “Optimism, Stress, Life Satisfaction, and Job Burnout in Restaurant Managers,” Journal of Psychology, 141(6), pp. 565–579.

35. Sandra Lotzs Fisher, “Stress—Will You Cope or Crack?” Selling, May 1996, p. 31.

36. Geoffrey Brewer, “Person-to-Person,” Sales & Marketing Management, December 1995, p. 29.

1. Jan Wieseke, Michael Ahearne, Son K. Lam, and Rolf van Dick (2009), “The Role of Leaders in Internal Marketing,” Journal of Marketing, 73(2), pp. 123–145.

2. Robert Kreitner and Carlene M. Cassidy, Management, 12th ed. (OH: South-Western Cengage Learning, 2011), p. 394.

3. “Stephen Covey Talks About the Eighth Habit: Effective Is No Longer Enough,” Training, February 2005, pp. 17–19.

4. Michael R. Solomon, Greg W. Marshall, and Elnora W. Stuart, Marketing—Real People, Real Choices, 7th ed. (Upper Saddle River, NJ: Prentice Hall, 2012), p. 436.

5. Jack Falvey, “Fly by Night, Sell by Day,” Wall Street Journal, June 9, 1997, p. A18.

6. Lisa Gschwandtner, “What Makes an Ideal Sales Manager,” Selling Power, June 2001, p. 54.

7. William Keenan Jr., “Death of the Sales Manager,” Sales & Marketing Management, April 1998, pp. 72–79.

8. “Measuring Sales Management’s Coaching Impact,” http://salesmanagement.org/web/uploads/pdf/8fa9799a465268debbc7a352a46b7e94.pdf (accessed on April 17, 2016).

9. These dimensions are described in Edwin A. Fleischman, Manual for Leadership Opinion Questionnaire (Chicago: Science Research Associates, 1960), p. 3. The dimensions of consideration and structure are also described in Robert Kreitner and Carlene M. Cassidy, Management, 12th ed. (OH: South-Western Cengage Learning, 2011), p. 399.

10. Dale Kahle, “It Takes More Than Just Compensation to Unleash a Sales Force!” The American Salesman, October 2007, p. 5.

11. Brian Tracy, The 100 Absolutely Unbreakable Laws of Business Success (San Francisco: Berrett-Koehler Publishers, Inc., 2000), pp. 19–20.

12. Jared Sandberg, “Overcontrolling Bosses Aren’t Just Annoying; They’re Also Inefficient,” Wall Street Journal, March 30, 2005, p. B1.

13. Sarah Lorge, “In the Box,” Sales & Marketing Management, April 1998, p. 15.

14. Ken Blanchard, “Three Secrets of the One-Minute Manager,” Personal Selling Power, March 1993, p. 48.

15. Robert Kreitner and Carlene M. Cassidy, Management, 12th ed. (OH: South-Western Cengage Learning, 2011), p. 399; Paul Hersey, The Situational Leader (Escondido, CA: Center for Leadership Studies, 1984), pp. 29–30.

16. Ron Zemke, “Trust Inspires Trust,” Training, January 2002, p. 10; Barry L. Reece, Effective Human Relations: Interpersonal and Organizational Applications (OH: South-Western Cengage Learning, 2013), p. 110; Noel M. Tichy and Warren G. Bennis, “Making the Tough Call—Great Leaders Recognize When Their Values Are on the Line,” Inc., November 2007, pp. 36–37.

17. Scott Edinger, “How Great Sales Leaders Coach,” http://www.forbes.com/sites/scottedinger/2013/06/25/how-great-sales-leaders-coach/#2eef6ef9194b (accessed on May 8, 2016).

18. Anne Fisher, “In Praise of Micromanaging,” Fortune, August 23, 2004, p. 40; Brian Tracy, “Coaching for Success,” Sales & Marketing Management, July/August 2007, p. 6.

19. Anne Fisher, “Essential Employees Called Up to Serve,” Fortune, October 2000, p. 210.

20. Willem J. Verbeke, Frank D. Belschak, Arnold B. Bakker, and Bart Dietz (2008), “When Intelligence Is (Dys)Functional for Achieving Sales Performance,” Journal of Marketing, 72(2), pp. 44–57.

21. Dana Telford and Adrian Gostick, “Hiring Character,” Sales & Marketing Management, June 2005, pp. 39–42.

22. Andy Cohen, “What Keeps You Up at Night?” Sales & Marketing Management, February 2000, pp. 44–52.

23. Henry Canaday, “Search Smarts,” Selling Power Source Book, 2008, pp. 64–68.

24. “Sales Achievement Predictor,” portal.wpspublish.com/pls/portal/url/page/wps/W-311 (accessed May 8, 2016).

25. “Caliper Profile,” www.calipercorp.com (accessed May 8, 2016).

26. Henry Canaday, “Search Smarts,” Selling Power Source Book, 2008, pp. 64–68.

27. Shikhar Sarin, Trina Sego, Ajay K. Kohli, and Goutam Challagalla (2010), “Characteristics that Enhance Training Effectiveness in Implementing Technological Change in Sales Strategy: A Field-Based Exploratory Study,” Journal of Personal Selling and Sales Management, 30(2), pp. 143–156.

28. Philip Kotler and Gary Armstrong, Principles of Marketing, 12th ed. (Upper Saddle River, NJ: Prentice Hall, 2008), p. 460.

29. Alan J. Dubinsky, Francis J. Yammarino, Marvin A. Jolson, and William D. Spangler, “Transformational Leadership: An Initial Investigation in Sales Management,” Journal of Personal Selling & Sales Management, Spring 1995, p. 27.

30. Skip Corsini, “The Great (Sales) Training Robbery,” Training, February 2005, p. 14.

31. Barry L. Reece, Effective Human Relations: Interpersonal and Organizational Applications (Mason, OH: South-Western Cengage Learning, 2013), p. 148.

32. Ibid.

33. Noah Lim, Michael J. Ahearne, and Sung H. Ham (2009), “Designing Sales Contests: Does the Prize Structure Matter?” Journal of Marketing Research, 46(2), pp. 356–371.

34. Audrey Bottjen, “Incentives Gone Awry,” Sales & Marketing Management, May 2001, p. 72.

35. Lain Chroust Ehmann, “A Team of Winners,” Selling Power, November/December 2006, pp. 40–43.

36. William H. Murphy, Peter A. Dacin, and Neil M. Ford (2004), “Sales Contest Effectiveness: An Examination of Sales Contest Design Preferences of Field Sales Forces,” Journal of the Academy of Marketing Science, 20(10), pp. 1–17.

37. Julie Chang, “Trophy Value,” Sales & Marketing Management, October 2004, p. 26.

38. Carol Hymorwitz, “When Meeting Targets Becomes the Strategy, CEO Is on Wrong Path,” Wall Street Journal, March 8, 2005, p. B1; Carol Hymorwitz, “Readers Share Tales of Jobs Where Strategy Became Meeting Target,” Wall Street Journal, March 22, 2005, p. B1.

39. Michael Schrage, “A Lesson in Perversity,” Sales & Marketing Management, January 2004, p. 28.

40. Michael Segalla, Dominique Rouzies, Madeleine Besson, and Barton A. Weitz (2006), “A Cross-National Investigation of Incentive Sales Compensation,” International Journal of Research in Marketing 23, pp. 419–433.

41. Eilene Zimmerman, “Quota Busters,” Sales & Marketing Management, January 2001, pp. 59–63.

42. 42. “Sales Compensation Practices,” http://www.wilsongroup.com/wp-content/uploads/2013/12/Wilson-Group-Sales-Compensation-Practices-Survey-Report-2012-2013.pdf (accessed on May 8, 2016).

43. Dominique Rouzies, Anne T. Coughlan, Erin Anderson, and Dawn Iacobucci (2009), “Determinants of Pay Levels and Structures in Sales Organizations,” Journal of Marketing, 73(4), pp. 92–104.

44. “Point Incentive Sales Programs,” SBR Update, vol. I, no. 4; Christopher Hosford, “A Carrot That Works,” Sales & Marketing Management, November/December 2007, p. 10.

45. Donald W. Jackson Jr., John L. Schlacter, and William G. Wolfe, “Examining the Bases Utilized for Evaluating Salespeople’s Performance,” Journal of Personal Selling & Sales Management, February 1995, p. 57.

46. “Survey of Sales Evaluation Process—What Works, What Doesn’t,” Selling Power, September 1999, p. 115.

47. Lisa Holton, “Look Who’s in on Your Performance Review,” Selling, January/February 1995, pp. 47–55; Barry L. Reece and Rhonda Brandt, Effective Human Relations: Personal and Organizational Applications (Boston: Houghton Mifflin Company, 2005), p. 195; “Customer Ratings Are Misleading,” Selling, November 1996, p. 1.