"ABC's of Relationship Selling through Service, 11/e" trains readers on a specific, yet generic, step-by-step selling process that is universal in nature. This edition presents a sales process or system in a logical sequence, more than any other text in the market: from planning and the approach, to closing and follow-up for exceptional customer service. The goal of this text has always been to demonstrate to students the order of steps within the selling process; provide numerous examples of what should be in each step; and, how the steps within the selling process interact with one another. This market leader text brings a comfortable and familiar approach to the Selling discipline.
Table of Contents
Part I Selling as a Profession 1 The Life, Times, and Career of the Professional Salesperson 2 Ethics First...Then Customer Relationships Part II Preparation for Relationship Selling 3 The Psychology of Selling: Why People Buy 4 Communication for Relationship Building: It's Not All Talk 5 Sales Knowledge: Customers, Products, Technologies Part III The Relationship Selling Process 6 Prospecting--The Lifeblood of Selling 7 Planning the Sales Call Is a Must! 8 Carefully Select Which Sales Presentation Method to Use 9 Begin Your Presentation Strategically 10 Elements of a Great Sales Presentation 11 Welcome Your Prospect's Objections 12 Closing Begins the Relationship 13 Service and Follow-Up for Customer Retention Part IV Time and Territory Management: Keys to Success 14 Time, Territory, and Self-Management: Keys to Success Appendix A Sales Call Role-Plays Appendix B Personal Selling Experiential Exercises Appendix C Selling Globally Appendix D Answers to Crossword Puzzles Glossary of Selling Terms Notes Photo Credits Index