| |
| |
| Preface | |
| |
| |
| |
| Changing World of Sales Management | |
| |
| |
| Sales Management Process | |
| |
| |
| Describing the Personal Selling Function | |
| |
| |
| Defining the Strategic Role of the Sales Function | |
| |
| |
| Developing the Salesforce | |
| |
| |
| Directing the Salesforce | |
| |
| |
| Determining Salesforce Effectiveness and Performance | |
| |
| |
| The Changing Environment of Sales Management | |
| |
| |
| Sales Management Trends | |
| |
| |
| From Transactions to Relationships | |
| |
| |
| From Individuals to Teams | |
| |
| |
| From Sales Volume to Sales Productivity | |
| |
| |
| From Management to Leadership | |
| |
| |
| From Administrative to Entrepreneurial | |
| |
| |
| From Local to Global | |
| |
| |
| The Best Sales Organizations | |
| |
| |
| Effective Sales Managers | |
| |
| |
| Chapter Format | |
| |
| |
| Concluding Statement | |
| |
| |
| Sales Executive Panel | |
| |
| |
| |
| Describing the Personal Selling Function | |
| |
| |
| |
| Overview of Personal Selling | |
| |
| |
| Personal Selling: It's All about the Customer | |
| |
| |
| The Role of Personal Selling in Marketing | |
| |
| |
| The Significance of Personal Selling | |
| |
| |
| Types of Sales Jobs | |
| |
| |
| Key Roles of Salespeople | |
| |
| |
| Trust-Based Relationship Selling Process | |
| |
| |
| Selling Foundations: Knowledge, Skills, and Trust-Building | |
| |
| |
| Selling Strategy | |
| |
| |
| Personal Selling Approaches | |
| |
| |
| Future Themes in Sales Professionalism | |
| |
| |
| Complexity | |
| |
| |
| Collaboration | |
| |
| |
| Accountability | |
| |
| |
| Sales Career Insights | |
| |
| |
| |
| Defining the Strategic Role of the Sales Function | |
| |
| |
| |
| Organizational Strategies and the Sales Function | |
| |
| |
| Changing Customers and Changing Strategies: Whirlpool | |
| |
| |
| Organizational Strategy Levels | |
| |
| |
| Corporate Strategy and the Sales Function | |
| |
| |
| Corporate Mission | |
| |
| |
| Definition of Strategic Business Units | |
| |
| |
| Objectives for Strategic Business Units | |
| |
| |
| Corporate Strategy Summary | |
| |
| |
| Business Strategy and the Sales Function | |
| |
| |
| Business Strategy Types | |
| |
| |
| Business Strategy Summary | |
| |
| |
| Marketing Strategy and the Sales Function | |
| |
| |
| Advantages and Disadvantages of Personal Selling | |
| |
| |
| Target Market Situations and Personal Selling | |
| |
| |
| Marketing Mix Elements and Personal Selling | |
| |
| |
| Integrated Marketing Communication | |
| |
| |
| Marketing Strategy Summary | |
| |
| |
| Sales Strategy Framework | |
| |
| |
| Organizational Buyer Behavior | |
| |
| |
| Buying Situation | |
| |
| |
| Buying Center | |
| |
| |
| Buying Process | |
| |
| |
| Buying Needs | |
| |
| |
| Sales Strategy | |
| |
| |
| Account Targeting Strategy | |
| |
| |
| Relationship Strategy | |
| |
| |
| Selling Strategy | |
| |
| |
| Sales Channel Strategy | |
| |
| |
| The Internet | |
| |
| |
| Distributors | |
| |
| |
| Independent Representatives | |
| |
| |
| Team Selling | |
| |
| |
| Telemarketing | |
| |
| |
| Trade Shows | |
| |
| |
| Channel Conflict | |
| |
| |
| Summary | |
| |
| |
| Making Sales Management Decisions | |
| |
| |
| |
| Pronto Retail Centers | |
| |
| |
| |
| National Communications Manufacturing | |
| |
| |
| |
| Sales Organization Structure and Salesforce Deployment | |
| |
| |
| Sales Organization Structure and Deployment: Hewlett-Packard | |
| |
| |
| Sales Organization Concepts | |
| |
| |
| Specialization | |
| |
| |
| Centralization | |
| |
| |
| Span of Control versus Management Levels | |
| |
| |
| Line versus Staff Positions | |
| |
| |
| Selling Situation Contingencies | |
| |
| |
| Sales Organization Structures | |
| |
| |
| Geographic Sales Organization | |
| |
| |
| Product Sales Organization | |
| |
| |
| Market Sales Organization | |
| |
| |
| Functional Sales Organization | |
| |
| |
| Strategic Account Organization | |
| |
| |
| Identifying Strategic Accounts | |
| |
| |
| Organizing for Strategic Account Coverage | |
| |
| |
| Comparing Sales Organization Structures | |
| |
| |
| Salesforce Deployment | |
| |
| |
| Allocation of Selling Effort | |
| |
| |
| Salesforce Size | |
| |
| |
| Designing Territories | |
| |
| |
| Procedure for Designing Territories | |
| |
| |
| Using Technology | |
| |
| |
| "People" Considerations | |
| |
| |
| Summary | |
| |
| |
| Making Sales Management Decisions | |
| |
| |
| |
| Protek Packaging, Inc. | |
| |
| |
| |
| Opti-Tax Consulting | |
| |
| |
| |
| Developing Forecasts | |
| |
| |
| Forecasting by Sales Managers | |
| |
| |
| Types of Forecasts | |
| |
| |
| Uses of Forecasts | |
| |
| |
| Top-Down and Bottom-Up Forecasts | |
| |
| |
| Using Different Forecasting Approaches and Methods | |
| |
| |
| |
| Developing the Salesforce | |
| |
| |
| |
| Acquiring Sales Talent: Recruitment and Selection | |
| |
| |
| Acquiring Sales Talent at AFLAC | |
| |
| |
| Importance of Recruitment and Selection | |
| |
| |
| Introduction to Salesforce Socialization | |
| |
| |
| Recruitment and Selection Process | |
| |
| |
| Planning for Recruitment and Selection | |
| |
| |
| Recruitment: Locating Prospective Candidates | |
| |
| |
| Selection: Evaluation and Hiring | |
| |
| |
| Legal and Ethical Considerations in Recruitment and Selection | |
| |
| |
| Key Legislation | |
| |
| |
| Guidelines for Sales Managers | |
| |
| |
| Ethical Issues | |
| |
| |
| Summary | |
| |
| |
| Making Sales Management Decisions | |
| |
| |
| |
| Sweet-Treats, Inc. | |
| |
| |
| |
| Titan Industries | |
| |
| |
| |
| Continual Development of the Salesforce: Sales Training | |
| |
| |
| E-Learning Facilitates New Product Launch at International Rectifier | |
| |
| |
| Role of Sales Training in Salesforce Socialization | |
| |
| |
| Sales Training as a Crucial Investment | |
| |
| |
| Managing the Sales Training Process | |
| |
| |
| Assess Training Needs | |
| |
| |
| Set Training Objectives | |
| |
| |
| Evaluate Training Alternatives | |
| |
| |
| Design the Sales Training Program | |
| |
| |
| Perform Sales Training | |
| |
| |
| Conduct Follow-Up and Evaluation | |
| |
| |
| Ethical and Legal Issues | |
| |
| |
| Summary | |
| |
| |
| Making Sales Management Decisions | |
| |
| |
| |
| Solutions Software, Inc. | |
| |
| |
| |
| Compusystems, Inc. | |
| |
| |
| |
| Directing the Salesforce | |
| |
| |
| |
| Sales Leadership, Management, and Supervision | |
| |
| |
| Sales Leadership: MPRS Sales, Inc. | |
| |
| |
| Contemporary Views of Sales Leadership | |
| |
| |
| Leadership Style | |
| |
| |
| Leader-Member Exchange Model | |
| |
| |
| A Leadership Model for Sales Management | |
| |
| |
| Power and Leadership | |
| |
| |
| Situational Factors | |
| |
| |
| Needs and Wants of Salespeople | |
| |
| |
| Goals and Objectives | |
| |
| |
| Leadership Skills | |
| |
| |
| Communication Mechanisms | |
| |
| |
| Selected Leadership Functions | |
| |
| |
| Coaching | |
| |
| |
| Planning and Conducting Integrative Sales Meetings | |
| |
| |
| Meeting Ethical and Moral Responsibilities | |
| |
| |
| Problems in Leadership | |
| |
| |
| Conflicts of Interest | |
| |
| |
| Chemical Abuse and Dependency | |
| |
| |
| Problem Salespeople: A Disruptive Influence | |
| |
| |
| Termination of Employment | |
| |
| |
| Sexual Harassment | |
| |
| |
| Summary | |
| |
| |
| Making Sales Management Decisions | |
| |
| |
| |
| Tasti-Fresh Bakery Products | |
| |
| |
| |
| Global Enterprise | |
| |
| |
| |
| Motivation and Reward System Management | |
| |
| |
| Motivating and Rewarding at Interface Security Systems: Money, Beamers, and Trips | |
| |
| |
| Motivation and Reward Systems | |
| |
| |
| Optimal Salesforce Reward System | |
| |
| |
| Types of Saleforce Rewards | |
| |
| |
| Financial Compensation | |
| |
| |
| Straight Salary | |
| |
| |
| Straight Commission | |
| |
| |
| Performance Bonuses | |
| |
| |
| Combination Plans (Salary plus Incentive) | |
| |
| |
| Determining Appropriate Financial Compensation Levels | |
| |
| |
| Nonfinancial Compensation | |
| |
| |
| Opportunity for Promotion | |
| |
| |
| Sense of Accomplishment | |
| |
| |
| Opportunity for Personal Growth | |
| |
| |
| Recognition | |
| |
| |
| Job Security | |
| |
| |
| Sales Expenses | |
| |
| |
| Additional Issues in Managing Salesforce Reward Systems | |
| |
| |
| Sales Contests | |
| |
| |
| Equal Pay | |
| |
| |
| Team Compensation | |
| |
| |
| Global Considerations | |
| |
| |
| Changing the Reward System | |
| |
| |
| Guidelines for Motivating and Rewarding Salespeople | |
| |
| |
| Recruitment and Selection | |
| |
| |
| Incorporation of Individual Needs | |
| |
| |
| Information and Skills | |
| |
| |
| Job Design | |
| |
| |
| Building Self-Esteem | |
| |
| |
| Proactive Approach | |
| |
| |
| Summary | |
| |
| |
| Making Sales Management Decisions | |
| |
| |
| |
| Stalwart Industrial Products | |
| |
| |
| |
| Floor-Shine Cleaning Products | |
| |
| |
| |
| Determining Salesforce Effectiveness and Performance | |
| |
| |
| |
| Evaluating the Effectiveness of the Organization | |
| |
| |
| Evaluating Effectiveness and Increasing Productivity at Syngenta AG | |
| |
| |
| Sales Organization Audit | |
| |
| |
| Sales Organization Effectiveness Evaluations | |
| |
| |
| Sales Analysis | |
| |
| |
| Cost Analysis | |
| |
| |
| Profitability Analysis | |
| |
| |
| Activity-Based Costing | |
| |
| |
| Return on Assets Managed Analysis | |
| |
| |
| Productivity Analysis | |
| |
| |
| Improving Sales Organization Effectiveness | |
| |
| |
| Benchmarking | |
| |
| |
| Six Signs | |
| |
| |
| Ethical Issues | |
| |
| |
| Concluding Comments | |
| |
| |
| Summary | |
| |
| |
| Making Sales Management Decisions | |
| |
| |
| |
| Beauty Glow Cosmetics Company | |
| |
| |
| |
| Induplicate Copiers, Inc. | |
| |
| |
| |
| Evaluating the Performance of Salespeople | |
| |
| |
| Three Steps to Great Performance Evaluations | |
| |
| |
| Purposes of Salesperson Performance Evaluations | |
| |
| |
| Salesperson Performance Evaluation Approaches | |
| |
| |
| Key Issues in Evaluating and Controlling Salesperson Performance | |
| |
| |
| Criteria for Performance Evaluation | |
| |
| |
| Performance Evaluation Methods | |
| |
| |
| Performance Evaluation Bias | |
| |
| |
| Evaluating Team Performance | |
| |
| |
| Using Performance Information | |
| |
| |
| Salesperson Job Satisfaction | |
| |
| |
| Measuring Salesperson Job Satisfaction | |
| |
| |
| Using Job Satisfaction Information | |
| |
| |
| Summary | |
| |
| |
| Making Sales Management Decisions | |
| |
| |
| |
| Labels Express | |
| |
| |
| |
| Oakmaster Furniture Inc. cases | |
| |
| |
| Hospital Supply International: Rx for Increased Sales | |
| |
| |
| Spectrum Brands, Inc.: The Salesforce Dilemma | |
| |
| |
| Modern Plastics | |
| |
| |
| Romano Pitesti | |
| |
| |
| Biomed Co., Ltd.: Designing a New Compensation Plan | |
| |
| |
| Glossary | |
| |
| |
| Notes | |
| |
| |
| Index | |
| |
| |
| About the Authors | |