Index
Arthur’s model. See W. Brian Arthur’s theory of increasing returns
broader trust, 49
Cialdini, R., 184
civil economy, 6
conditional trust, 49
conflict of interest, 23, 32, 33, 170–171
customer-oriented culture, 18–19
customer relationship
attentiveness and flexibility, 76
customers and system of values, 103–105
customer satisfaction, 79
exchange of value, 105–106, 113
humble approach, 110
information asymmetries, 78–79
Maslow hierarchy, 101
misunderstanding avoidance, 111–112
new customer finding and meeting, 115–118
salespersons enthusiasm, 108–109
sales work creativity, 77
self-analysis, 101
self-confidence, 108
sellers experience and observation, 76
unbiased self-evaluation, 102
customer value analysis
ethical and effective questions, 125–129
motivation, 121
open- and closed-ended questions, 124–125
deal finalizing phase
incremental negotiation, 175
sales ethics style adoption, 174–177
decreasing returns model, 68
distributive bargaining, 33
Dovidio, J., 32
down-shifting concept, 7
economic scenario
classical economic theory, 11–12
confidence crisis, 11
customer-oriented culture, 18–19
financial crisis, 12
identity crisis, 12
industrial crisis, 12
international competition, 13–14
sales profession evolution, 16–17
social crisis, 12
economic theories
Freeman’s stakeholder theory, 61–63
Maslow’s hierarchy of needs, 58–59
Nash’s theory of incremental negotiation, 55–58
Shapiro’s theory of reputation, 61–63
Smith’s theory, 54
ethical relationship. See customer relationship
Franklin, B., 94
Freeman, E., 61
Freeman’s stakeholder theory, 61–63
Freud, S., 120
Gaertner, S., 32
identity conflict, 23, 32–33, 50, 170
Il Disagio della Libertà, 15
incremental negotiation, 175
Maslow’s hierarchy of needs, 59–61
information asymmetries
decision-making power, 40
loss of customer loyalty and negative word of mouth, 39
intangible costs, 44
integrative bargaining, 33
La Stampa, 67
Maslow’s hierarchy of needs
esteem and self-actualization, 60
safety systems, 60
Mazzi, M., 127
McGregor, D., 50
Mehrabian, A., 110
Nash’s theory of incremental negotiation
cohesive social group, 56
exchange value, 57
negotiation equilibrium, 57
one-shot negotiation, 56
short-term maximization of value, 56–57
negotiation
customer relationship. See customer relationship
customer value analysis. See customer value analysis
deal finalizing phase. See deal finalizing phase
offer system. See offer system
resistance and objection
management. See resistance
and objection management
nongovernmental organization (NGO), 99
offer system
benefits and features, 139–146
ethical and effective questions, 138–139
factors involved in, 24
price–value ratio, 26
price–value relationship, 147–152
product offering way, 27
purchase needs and motivations, 136–138
sales force and management, 25–26
salespersons partial/incomplete argument, 24
Olivett, A., 67
Outliers: The Story of Success, 70
Pelligra, V., 50
personal branding, 82
price–value ratio, 26
product-service system. See offer system
resistance and objection management
analysis phase, 155
case study, 155
“it’s too expensive” objection, 162–164
“i’will think about it” objection, 164–166
logical and rational approach, 158–159
simple objections, 156
rewarded trust, 49
sales ecosystem, 109
sales ethics
benefits, 88
circle of trust, 83
civil economy, 6
conflict of interest, 7, 32, 33
customer–seller relationship, 92
down-shifting concept, 7
economic theories. See economic theories
educational discipline, 8
ethical salesperson’s qualities, 95–96
information asymmetries, 38–40
internal clients, 83
morality and reciprocal nature of actions, 9
phases, 82, 84–85. See also negotiation
salesperson’s skills and abilities, 22–23
sellers and markets, 86
short/long-term considerations, 89–93
well-being and well-having, 43–47
sales strategy
material value, 34
postsale, 35
presale, 34
reputation and relational costs, 36
self-regulating mechanism, 54
self-trust, 107
seller value, 10
behavioral consequences, 30
case study, 29
negotiation, 30
professional life, 31
reciprocal utility functions, 31
Shapiro’s theory of reputation, 61–63
Smith’s theory, 54
The Challenger Sale, 25
The Leopard, 14
The Protestant Ethic and the Spirit of Capitalism, 15
The Story of Success: Five Steps to Mastering Ethics in Business, 53–54
The Theory of Moral Sentiments, 54
The Wealth of Nation, 54
trust system
attention, 48
broader/rewarded trust, 49
conditional trust, 49
indifference, 48
listening and interest, 49
personal identity conflicts, 50
reciprocity, 50
value-oriented approach, 19
Watzlawick’s self-fulfilling prophecies, 131–132
W. Brian Arthur’s theory of increasing returns
counseling and training agency, 64–65
effective communication, 66
geographical constraints, 64
joint activities, 65
reciprocity, 70
scarce resource, 63, 64, 68–69
well-being and well having
costs and revenues, 47
customer and seller value, 44
gross national happiness measurement, 43–44
international studies, 43