Selling Today: Building Quality Partnerships (8th Edition)

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9780130274779: Selling Today: Building Quality Partnerships (8th Edition)

For the introductory level course in sales, personal selling, and/or a tele-course in selling. This best-selling, introductory text embodies the changing nature of personal selling today. It shows students how to master vital relationship-building skills and apply modern sales automation technology to achieve long-term success in the field.

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From the Back Cover:

BUILDING RELATIONSHIPS IN A DIVERSE WORLD


Opportunities for Women in Sales
Business Etiquette Fosters Quality Relationships
Bribes Sometimes Influence Foreign Deals
World-Class Quality at Ritz-Carlton
Keeping Pace with a Changing Customer Base
Selling Across Cultures
Do You Need a Voice Coach?
Negotiating Across Cultures
Versatility is Key

SELLING IN ACTION


Pitney Bowes' Certification Sets High Standards
Building Relationships with Frequent Deposits
Honesty from a Quarterback's Perspective
Pricing Your Professional Fees
Developing a "Segment Buster"
Seminar Selling
No Tech to High Tech
Tracking Down a Sale
No Need for Price Concessions
Effective Design and Use of the Business Card
Balancing Career and Family
Are You Ready for the Sales Interview?

BUILDING QUALITY PARTNERSHIPS

How Do Customers Judge Service Quality?
Recommended Reading
Solving Customer Problems Using a Multiple Question Approach
Developing Professional-Looking Printed Materials
Applying Negotiation Skills in the Job Market
An Inspiring Example
The Moment of Magic
Four Moderators of Stress
LIFO Develops New Golden Rule
Winning Through Teamwork
Prospecting with Your Partners

CUSTOMER RELATIONSHIP MANAGEMENT WITH TECHNOLOGY

Learning CRM Software
Communicating Through CRM
Exercising Care with CRM Data
Starting Fast with CRM
Managing New Product Information with CRM
Managing Multiple Contacts with CRM
Using the Same CRM Software as AT&T
Planning Personal Visits
Reviewing Account Status
Automated Sorting and Productivity
Adding and Deleting Prospects
Islands of Information
Confirming Immediately
Being Prepared
Staying Informed

PARTNERSHIP SELLING: A ROLE-PLAY/SIMULATION

Developing a Product Strategy
Developing a Relationship Strategy
Understanding Your Customer's Buying Strategy
Developing a Sales Presentation Strategy—The Demonstration
Developing a Presentation Strategy—Negoiation
Developing a Presentation Strategy—Servicing the Sale

About the Author:

About the Authors

Dr. Barry L. Reece, Professor

Virginia Polytechnic Institute and State University

Dr. Reece has devoted more than three decades to teaching, research, consulting, and the development of training programs in the areas of sales, supervision, human relations, and management. He has conducted over 600 seminars and workshops for public and private sector organizations. He has written several textbooks and articles in the areas of sales, supervision, communications, and management. Dr. Reece was named "Trainer of the Year" by the Valleys of Virginia Chapter of the American Society for Training and Development and was awarded the "Excellence in Teaching Award" by the College of Human Resources and Education at Virginia Polytechnic Institute and State University.

Dr. Reece has contributed to numerous journals and is author or co-author of twenty-five books including Business, Human Relations—Principles and Practices, Supervision and Leadership in Action and Effective Human Relations in Organizations. He has served as a consultant to Lowe's Companies, Inc., First Union, WLR Foods, Kinney Shoe Corporation, Carilion Health System, and numerous other profit and not-for-profit organizations.

Gerald L. Manning

Des Moines Area Community College

Mr. Manning has served as chair of the Marketing/Management Department for more than 30 years. In addition to his administrative duties, he has served as lead instructor in sales and sales management. The classroom has provided him with an opportunity to study the merits of various experiential learning approaches such as role-plays, simulations, games, and interactive demonstrations. Partnership Selling: A Role Play/Simulation for Selling Today, included in the eighth edition of Selling Today, was developed and tested in the classroom by Mr. Manning. He has also applied numerous personal selling principles and practices in the real world as owner of a real estate development and management company.

Mr. Manning has served as a sales and marketing consultant to senior management and owners of over 500 businesses, including several national companies. He appears regularly as a speaker at national sales conferences. Mr. Manning has received the "Outstanding Instructor of the Year" award given annually by his college.

Keeping Current in a Changing World

Throughout the past decade, Professors Manning and Reece have relied on three strategies to keep current in the dynamic field of personal selling. First, both are actively involved in sales training and consulting. Frequent interaction with salespeople and sales managers provides valuable insights regarding contemporary issues and developments in the field of personal selling. A second major strategy involves extensive research and development activities. The major focus of these activities has been factors that contribute to high-performance salespeople. The third major strategy involves completion of training and development programs offered by America's most respected sales training companies. Professors Manning and Reece have completed seminars and workshops offered by Learning International, Wilson Learning Corporation, Forum Corporation, Franklin Covey, and several other companies.

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