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| Preliminary Contents | |
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| Overview of Personal Selling | |
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| Introduction to Personal Selling: It's a Great Career! | |
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| Marketing and Personal Selling: Changing with the Times Personal Selling: A Fresh Look | |
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| What Is a Customer? | |
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| What Is a Product? | |
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| Diverse Roles of the Professional Salesperson | |
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| What Does a Professional Salesperson Do? | |
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| Using Technology to Sell Better Benefits of Professional | |
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| Personal Selling as a Career | |
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| Careers for Different Types of Individuals | |
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| Adjusting to the Dynamic Personal | |
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| Selling Environment Megatrends Affecting Personal | |
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| Selling Adapting to Megatrends Professional | |
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| Salespeople as Customer Relationship Managers | |
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| Ethical and Legal Considerations in Personal Selling What Are Ethics? | |
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| Ethical Concerns of Salespeople | |
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| The Company's Ethical Eyes and Ears in the Field | |
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| Behaving Ethically, Every Day Going Beyond | |
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| Ethics: Laws Affecting Business-to-Business | |
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| Personal Selling Bribery: Unethical Ethics and Regulation | |
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| Practices and Regulation in International Sales Making Ethical Decisions | |
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| The Personal Selling Process | |
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| Prospecting for and Qualifying Leads: Filling the Salesperson's "Pot of Gold" Stages in the Personal Selling Process | |
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| The Importance of Prospecting Prospecting for Leads | |
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| The Prospecting Plan Prospects: The Salesperson's Pot of Gold Qualifying: How a Lead Becomes a Prospect | |
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| Planning the Sales Call: Steps to a Successful Approach | |
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| Importance of Planning the Sales Call | |
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| Planning for the Sales Call: Seven Steps To Preapproach Success | |
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| Initial Call Reluctance--Sales "Stage Fright" Interaction with the Receptionist Approaching the Prospect Greeting the Prospect Improving One's Self-Image | |
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| Sales Presentation and Demonstration: The Pivotal Exchange | |
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| The First Sales Call and the Sales Presentation | |
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| Planning the Sales Presentation | |
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| General Guidelines for Effective Sales Presentations | |
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| Sales Presentations to Groups | |
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| Sales Presentation Strategies | |
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| Adaptive Versus Canned Sales Presentations | |
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| Written Presentations Selling the Long-Term Relationship | |
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| Negotiating Sales Resistance and Objections for "Win-Win" | |
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| What Are Buyer Objections and Resistance? | |
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| Planning for Objections Different Forms of Objections | |
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| Identifying and Dealing with the Prospect's Key Objection | |
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| Negotiating with Prospects and Customers | |
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| Specific Techniques for Negotiating Buyer Objections | |
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| A Major Nemesis: Price Resistance | |
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| Confirming and Closing the Sale: Start of the Long-Term Relationship Closing and Confirming the Sale Avoiding the Close | |
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| The Trial Close Principles of Persuasion in Closing | |
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| Closing Techniques Letting Customers | |
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| Close the Sale Silence Can Be Golden in Closing | |
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| Closing Mistakes | |
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| How Do You Handle Sales Rejection? | |
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| Immediate Post-Sale Activities | |
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| Following Up and Servicing the Account: Building Strategic Partnerships | |
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| By Keeping Customers Satisfied and Loyal | |
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| The Nature of Buyer-Seller interactions | |
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| What Is Customer Service? | |
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| Importance of Customer Satisfaction | |
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| Customer Follow-Up Strategies | |
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| Closing with the Customer Service | |
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| Team Keeping Up with Rising Customer Service | |
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| Expectations Evaluating Customer Service | |
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| Understanding and Communicating with Customers | |
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| Understanding Organizational Markets | |
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| What Organizational Buyers Want from Salespeople | |
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| Industrial Markets Resellers | |
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| Government Markets Not-for-Profit Markets | |
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| Negotiating Styles of Organizational Buyers | |
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| Business Orientation of Organizational | |
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| Buyers International Negotiations | |
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| Strategic Understanding of Your Company, Products, Competition, and Markets Strategic | |
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| Understanding of Your Company Strategic | |
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| Understanding of Your Products Strategic | |
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| Understanding of Your Competition Strategic | |
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| Understanding of Your Competition Strategic | |
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| Understanding of Your Markets | |
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| Communicating Effectively with Diverse Customers | |
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| What Is Communication? | |
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| Developing Communication Skills | |
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| Communication Styles Communication and Trust Building | |
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| Managing Your Time and Your Territory | |
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| Self-Management Effectiveness | |
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| And Efficiency Sales Activities | |
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| Setting Priorities Account And Territory Management | |
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| Working Smarter | |
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| Starting Your Personal Selling Career | |
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| Your Career in Sales | |
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| What Companies Look for in New Salespeople | |
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| How Companies Screen | |
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| You for a Sales Job | |
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| Selling Yourself to a Prospective Employer | |
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| Your Early Sales Career | |