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| Introduction to Selling and Sales Management | |
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| Chief Sales Executive Forum | |
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| Personal Selling | |
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| A Changing Marketplace | |
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| The Sales Management Process | |
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| The Sales Management Competencies | |
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| Team Exercise: "Who to Promote?" | |
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| Team Exercise: "The Prima Donna" | |
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| Team Exercise: "How to Handle Rumors" | |
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| Career Paths | |
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| Preparing for Sales Management Success | |
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| Featured Case: Shield Financial | |
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| Strategy and Sales Program Planning | |
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| An Award-Winning Account | |
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| Business Strategy | |
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| Marketing Strategy | |
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| Strategic Implementation Decisions | |
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| Team Exercise: "Web Sales" | |
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| Sales Force Program Decisions | |
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| Team Exercise: "Looking Forward to Next Year" | |
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| Featured Case: Shield Financial: "A Different Kind of Customer" | |
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| Sales Management Resource: Estimating Potentials and Forecasting Sales | |
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| Why Forecast? | |
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| What is Market Potential? | |
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| Qualitative Sales Forecasting | |
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| Quantitative Sales Forecasting | |
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| MAPE | |
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| Selecting Forecasting Methods | |
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| Sales Management Resource: Sales force Investment and Budgeting | |
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| Sales Force Investment | |
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| Developing a Sales Budget | |
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| Sales Opportunity Management | |
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| Prioritizing Opportunities at Hill-Rom | |
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| A Process for Generating New Accounts | |
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| Managing Existing Accounts | |
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| Team Exercise: "Working Hard or Working Smart?" | |
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| Sales Versus Profits | |
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| Team Exercise: "Destructive Discounting" | |
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| Time Management | |
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| Featured Case: Shield Financial: "Lead Generation" | |
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| Account Relationship Management | |
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| Growing the Relationship | |
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| Purchasing Process | |
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| Buying Center | |
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| Team Exercise: "Different Strokes" | |
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| Evolution of Relationships | |
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| Relationship Binders | |
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| Team Exercise: "A Favor" | |
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| Featured Case: Shield Financial: "A Customer Request" | |
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| Customer Interaction Management | |
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| A Thirty-Million-Dollar Sale | |
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| Basic Types of Selling Models | |
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| The Preinteraction Phase: Planning Skills | |
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| The Interaction Phase | |
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| Team Exercise: "What Does Ms. Williams Hear?" | |
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| Team Exercise: "Relating Skills" | |
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| Team Exercise: "Why Beat a Dead Horse?" | |
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| The Postinteraction Phase | |
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| Team Exercise: "Unkept Promise" | |
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| Featured Case: Shield Financial: "A Vendor Problem" | |
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| Sales Force Organization | |
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| Xerox Reorganizes | |
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| Generalist Versus Specialist Structures | |
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| Strategic Account Management Program | |
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| Team Exercise: "The Optimal Sales Organization" | |
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| Telemarketing | |
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| Some Additional Issues | |
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| Independent Sales Agents | |
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| Emerging Sales Force Organization Issues | |
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| Team Exercise: "A Global Assignment" | |
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| Featured Case: Shield Financial "A Special Assignment" | |
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| Management Resources: Territory Design | |
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| Three Reasons Why Proper Territory Alignment Is Important | |
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| When Do Territories Need To Be Realigned? | |
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| Territory Design Procedures | |
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| Designing Territories By Computer | |
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| Recruiting and Selecting Personnel | |
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| Federated Insurance's Recruiting Process: a Model for Success | |
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| Planning Process | |
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| Team Exercise: "Turnover and Counteroffers" | |
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| Recruiting | |
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| Selecting Prospects | |
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| Team Exercise: "Questions About Interviewers" | |
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| Validating the Hiring Process | |
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| Featured Case: Shield Financial: "Hiring Pressures" | |
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| Sales Training | |
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| Sales Training Pays Off | |
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| Why Train Salespeople? | |
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| Planning for Sales Training | |
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| Team Exercise: "Sales Training for Profits" | |
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| Developing the Training Program | |
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| Evaluating Sales Training | |
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| Followup | |
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| Featured Case: Shield Financial: "Training Woes" | |
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| Leadership | |
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| Leading the Independent Spirit | |
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| Leadership | |
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| Team Exercise: "Avoiding a Bidding War" | |
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| Effective Leadership Styles | |
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| Important Leadership Functions | |
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| Sales Force Personnel Issues | |
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| Featured Case: Shield Financial: "Confidential Documents" | |
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| Ethical Leadership | |
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| Why Ethics Are Important | |
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| Principles of Ethical Decision Making | |
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| Making Decisions on Ethical Problems | |
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| Common Sales Ethics Issues | |
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| Team Exercise: "Customer Gifts versus Company Policy" | |
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| Team Exercise: "Special Support" | |
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| Government Regulation | |
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| Building A Sales Ethics Program | |
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| Featured Case: Shield Financial: "Overheard Trade Secrets" | |
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| Motivating Salespeople | |
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| The Drive To Excel | |
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| What Is Motivation? | |
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| A Model of Motivation | |
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| Team Exercise: "Expectancy Theory" | |
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| Self-Management | |
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| Quotas | |
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| Team Exercise: "Sales and the Web" | |
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| Incentive Programs | |
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| Recognition Programs | |
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| Featured Case: Shield Financial: "Motivation and Role Conflict" | |
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| Compensating Salespeople | |
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| Compensation Objectives | |
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| Team Exercise: "Changing Sales Compensation Plans" | |
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| Compensation Methods | |
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| Team Exercise: "Incentives for Team Selling" | |
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| Expense Accounts and Benefits | |
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| Assembling the Plan | |
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| Evaluating the Plan | |
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| Featured Case: Shield Financial: "The Elusive Commission-Now You See It, Now You Don't" | |
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| Evaluating Performance | |
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| Sales Performance Review | |
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| The Big Picture | |
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| Expense Analysis | |
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| Evaluating Salespeople | |
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| Team Exercise: "Evaluating for Profit" | |
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| Behavior-Based Evaluation | |
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| Outcome-Based Evaluations | |
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| Team Exercise: "Measuring More Than Sale Quotas." | |
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| Using Models for Evaluation | |
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| Featured Case: Shield Financial: "Missed Quota" | |
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| Notes | |
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| Cases Analysis | |
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| The Case Method | |
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| Adams Brands | |
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| Arapahoe Pharmaceutical Company | |
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| Atomic Company | |
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| Conner Labs Corporation | |
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| Crestfield Furniture (A) | |
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| Crestfield Furniture (B) | |
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| Dave MacDonald's Ethical Dilemmas | |
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| Erekson Industrial Supply | |
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| First National Bank | |
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| General Electric Appliances | |
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| Hanover-Bates Chemical Corporation | |
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| Hyde-Phillip Appliances | |
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| Inject Plastics | |
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| Milligan Pharmaceuticals | |
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| National Mutual Funds | |
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| Power and Motion Industrial Supply | |
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| Quado Systems Group | |
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| Romano Pitesti | |
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| Skata, Inc. | |
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| Tekspan Corporation | |
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| The Sullivan Group (A) | |
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| The Sullivan Group (B) | |
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| Venture Insurance Corporation | |
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| White Electronics | |
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| Winston Liu, Bookman | |
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| Credits | |
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| Key Term and Subject Index | |
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| Author Index | |
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| Company Index | |
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| Case Index | |