Selling Today: Partnering to Create Value 14th Edition

A2-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Appendix 2 Regional Accounts Management (RAM) CRM Case Study The Regional Accounts Management (RAM) Case Study is a unique simulation exercise providing students the opportunity to plan sales strategies to move

A2-11 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. 11-18. Reviewing the Network Now entries, which three accounts do not now have a network, but appear to be ready for moving the sales process to the next stage and what will be

A2-21 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. 15-20. Might other customers or prospects be affected by your service activities? How will this influence your activities? Could customer service be your competitive edge? This question refers to the fact that

A3-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Appendix 3 Partnership Role-Play Simulation Instructors Guide and Forms A3-2 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Contents Introduction 4

A3-11 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. DETAILED TEACHING GUIDE TO PRESENTING PARTNERSHIP SELLING Minimum class time to complete all four parts of the simulation will be seven, 55-minute sessions. Instructors wishing to expand on specific topics and complete

A3-21 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Additional Considerations in Presenting Part II 1. Inform students that they may feel some anxiety in keeping the conversation on topics their customers want to discuss, and that there will be the unconscious

A3-31 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Part IIITeaching Guide Part III Role-Plays 2A and 2BUnderstanding Your Customers Buying Strategy Session IPrior to this session have students read Sales Memorandums 2A and 2B (T468 and T469). (Make copies of

A3-41 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. SALESPERSONS ASSESSMENT FORM 2BCorporate Accounts DISCOVERING A CUSTOMERS BUYING STRATEGY Your Customer T F 1. Will not be able to spend more than $ 15,000. T F 2. Needs facilities next month. T

A3-49 Copyright 2018 Pearson Education, Inc. The third sales call will take place in your office. Your salespersons objectives will be to solve your meeting needs, negotiate any concerns, close, and service the sale. The sales call will last about 20 minutes. Role-Play Instructions 1. Allow salesperson

A1-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Appendix 1 Buyer Guides and Forms Reality Selling Today Video-Based Role-Plays INTRODUCTION Two national studies

A1-11 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Texas history and culture. Your salespersons product offers potential customers access to a large, loyal reader base all over Texasmostly urban, well educated, and affluent. Your advertising account executive salesperson will attempt

A1-21 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. generic alternative from a branded drug is one way to achieve this goal, as patients normally observe doctors prescription. 2. Antidepressant drugs are among some of the most frequently prescribed drugs at your

A1-31 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Form A ROLE-PLAYING THE COMPLETE PRESENTATION Salespersons Name Product (Circle the appropriate number) Excellent Good Average Fair Poor Established good social and business contact. 10 8 6 4

A1-40 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. future calls. A careful review of Figure 7.1 and Figure 8.3 will help students prepare for this challenging role-play. Part V: Developing a Presentation Strategy This role-play is a continuation of the

1-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Chapter 1 RELATIONSHIP SELLING OPPORTUNITIES IN THE INFORMATION ECONOMY The two chapters that make up Part 1 establish a foundation for the entire textbook. Chapter 1 provides a contemporary definition and

1-7 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Psychic income, p. 10: Psychic income, which consists of factors that provide psychological rewards, helps satisfy these important needs and motivates persons to achieve higher levels of performance. Inside salespeople, p. 11: Inside

10-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Chapter 10 APPROACHING THE CUSTOMER WITH ADAPTIVE SELLING The chapters included in Part 5 review the basic principles used in the strategic/consultative sales presentation. This information is used as students prepare

10-7 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. 3. Regardless of the reasons for sales call reluctance, you can learn to deal with it: a. Be optimistic: The anticipation of failure is a major barrier to making the initial contact. b. Practice

11-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Chapter 11 DETERMINING CUSTOMER NEEDS WITH A CONSULTATIVE QUESTIONING STRATEGY EXTENDED PRESENTATION OUTLINE High-performance sales personnel have learned how to skillfully diagnose and solve customer problems. They have adopted an

11-7 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. END-OF-CHAPTER ACTIVITES Included in this section are answers to selected end-of-chapter exercises. Answers are provided for all review questions, application exercises and case problems. Also, a brief description of each

12-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Chapter 12 CREATING VALUE WITH THE CONSULTATIVE PRESENTATION EXTENDED PRESENTATION OUTLINE The consultative presentation is a salespersons opportunity to identify and understand customer needs and generate a solution to fulfill

12-8 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. b. Example: Show increase in fuel costs over a 10-year period. c. Interpret the graph for the customer to avoid possible misunderstanding. 2. Test results from a reliable agency can be very convincing. I.

13-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Chapter 13 NEGOTIATING BUYER CONCERNS EXTENDED PRESENTATION OUTLINE Sales resistance is a natural part of many sales presentations and often gives salespeople an opportunity to learn more about how to

13-7 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. d. Appealing to buyers sense of fairness also may move the discussion forward. e. If the final offer is totally without merit, consider calling a halt to the negotiation allowing buyer to back down

14-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Chapter 14 ADAPTING THE CLOSE AND CONFIRMING THE PARTNERSHIP EXTENDED PRESENTATION OUTLINE Closing the sale is usually not difficult if everything is handled properly throughout the sales presentation. A well-prepared

14-7 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. END-OF-CHAPTER ACTIVITES Included in this section are answers to selected end-of-chapter exercises. Answers are provided for all review questions, application exercises and case problems. Also, a brief description of each role-play

15-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Chapter 15 SERVICING THE SALE AND BUILDING THE PARTNERSHIP EXTENDED PRESENTATION OUTLINE In very broad terms, personal selling is a two-dimensional process. First, you must make the sale, and then

15-7 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. 5. Decide what action must be taken to remedy the problem. Take action quickly and offer a value-added atonement. G. Customer complaints can be valuable. offer a value-added atonement. G. Customer complaints can be

16-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Chapter 16 OPPORTUNITY MANAGEMENT: THE KEY TO GREATER SALES PRODUCTIVITY EXTENDED PRESENTATION OUTLINE A career in sales provides great opportunity for self-direction, self-expression, and freedom to make decisions and manage

17-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Chapter 17 MANAGEMENT OF THE SALES FORCE EXTENDED PRESENTATION OUTLINE Frequently, salespeople are given the opportunity to advance to the position of sales manager and higher management positions that

17-7 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. 1. Sales volume alone does not tell you how much profit or loss you are making on the sales of each member of the sales force. 2. Call frequency is helpful only when

2-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Chapter 2 EVOLUTION OF SELLING MODELS THAT COMPLEMENT THE MARKETING CONCEPT Chapter 2, in response to the developments associated with the information economy, presents the evolution of contemporary selling models that

3-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Chapter 3 ETHICS: THE FOUNDATION FOR PARTNERING RELATIONSHIPS THAT CREATE VALUE Part 2, Developing a Relationship Strategy, includes three chapters (3, 4, and 5) that focus on person-to-person relationship-building strategies. The

4-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Chapter 4 CREATING VALUE WITH ARELATIONSHIP STRATEGY Part 2, Developing a Relationship Strategy, includes three chapters (3, 4, and 5) that focus on person-to-person relationship-building strategies. Chapter 4 explains how to

5-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Chapter 5 COMMUNICATION STYLES: A KEY TO ADAPTIVE SELLING TODAY Part 2, Developing a Relationship Strategy, includes three chapters (3, 4, and 5) that focus on person-to-person relationship-building strategies. Chapter 5

5-7 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. 5. Use specific questions that show clear direction. 6. Once you have information concerning the prospects needs, present proposal in a slow, deliberate fashion without pressure. 7. Do not be in too big a

6-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Chapter 6 CREATING PRODUCT SOLUTIONS Chapter 6 begins Part 3 of the text, Developing a Product Strategy, which examines the important role of complete and accurate product, company, and competitive knowledge

6-7 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. 2. A general benefit shows how a feature can be helpful to a buyer, but it does not relate to a specific need expressed by the buyer. 3. Benefit statements linked to the customers

7-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Chapter 7 PRODUCT-SELLING STRATEGIES THAT ADD VALUE Chapters 6 and 7 comprise Part 3, which examines the important role of complete and accurate product, company, and competitive knowledge in personal selling.

8-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Chapter 8 THE BUYING PROCESS AND BUYER BEHAVIOR Chapters 8 and 9 begin Part 4, Developing a Customer Strategy. With increased knowledge of the customer, the salesperson is in a better

8-7 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. END-OF-CHAPTER ACTIVITES Included in this section are answers to selected end-of-chapter exercises. Answers are provided for all review questions, application exercises, and case problems. Also, a brief description of each role-play is

9-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Chapter 9 DEVELOPING AND QUALIFYING PROSPECT AND ACCOUNTS Chapters 8 and 9 make up Part 4, Developing a Customer Strategy. With increased knowledge of the customer, the salesperson is in

9-7 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. END-OF-CHAPTER ACTIVITES Included in this section are answers to selected end-of-chapter exercises. Answers are provided for all review questions, application exercises, and case problems. Also, a brief description of each role-play is

Intro-1 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Introduction Materials Available as Part of Your Instructors Manual for Selling Today 14e Instructors ManualIntroduction: Suggestions for Organizing Your Course includes Instructors ManualIntroduction: Suggestions for Organizing Your Course includes Instructors ManualIntroduction:

Intro-9 Copyright 2018 Pearson Education, Inc. Compensation Complete Chapter 15 RAM Case Study EXAM 4: CHAPTERS 1315 14 17 Management of the Sales Force Role-Play 3 Sales PresentationsSales Managers Serve as Customers 15 EXAM 5:

VIDEOS-1 Copyright 2018 Pearson Education, Inc. VIDEOS-1 Copyright 2018 Pearson Education, Inc. VIDEOS-1 Copyright 2018 Pearson Education, Inc. Selling Today 14e Video Instructors Manual SALES VIDEOS ACCOMPANYING THE TEXT The video package for the fourteenth edition of Selling Today consists of two series called the Reality Selling Today

VIDEOS-11 Copyright 2018 Pearson Education, Inc. VIDEOS-11 Copyright 2018 Pearson Education, Inc. VIDEOS-11 Copyright 2018 Pearson Education, Inc. SUMMARY OF VIDEO 3 (The running time of Video 3 is approximately 7 minutes) Questions 3Getting It Right The title relates to the opening comment in Video 1 about

VIDEOS-21 Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson Education, Inc. 2. How many retail branches does The Woodlands Financial Group have? a. 3000 b. 300 c. 360 d. 3600 3. Guillory represents about __ different personal and commercial lines insurance carriers? a. 90 b.

Written_Term-1 Copyright 2018 Pearson Education, Inc. Written_Term-1 Copyright 2018 Pearson Education, Inc. Written_Term-1 Copyright 2018 Pearson Education, Inc. Written Term Projects for Selling Today 14e Guidelines and Outlines Students can gain a large amount of information by going into the business world and interviewing salespeople

1 Answer: B Diff: 3 AACSB: Application of Knowledge Objective: LO 1.1: Define personal selling and describe the three prescriptions of a personal selling philosophy 1 Answer: B Diff: 3 AACSB: Application of Knowledge Objective: LO 1.1: Define personal selling and describe the three prescriptions of a personal selling philosophy

12 Answer: C Diff: 2 Objective: LO 1.4: Discuss the different employment settings in selling today 12 Answer: C Diff: 2 Objective: LO 1.4: Discuss the different employment settings in selling today 12 Answer: C Diff: 2 Objective: LO 1.4: Discuss the different employment settings in selling today Copyright

1 Answer: B Diff: 3 Objective: LO 10.1: Describe the three prescriptions that are included in the presentation strategy 1 Answer: B Diff: 3 Objective: LO 10.1: Describe the three prescriptions that are included in the presentation strategy 1 Answer: B Diff: 3 Objective: LO 10.1: Describe the three prescriptions

1 Answer: B Diff: 2 Objective: LO 11.1: Outline the benefits of the consultative sales process 1 Answer: B Diff: 2 Objective: LO 11.1: Outline the benefits of the consultative sales process 1 Answer: B Diff: 2 Objective: LO 11.1: Outline the benefits of the consultative sales process Copyright

1 Answer: A Diff: 2 AACSB: Written and Oral Communication Objective: LO 12.1: List and describe three types of need-satisfaction presentation strategies 1 Answer: A Diff: 2 AACSB: Written and Oral Communication Objective: LO 12.1: List and describe three types of need-satisfaction presentation strategies 1 Answer: A Diff: 2 AACSB:

1 Answer: A Diff: 1 Objective: LO 13.1: Describe the principles of formal negotiations as part of the win-win strategy 1 Answer: A Diff: 1 Objective: LO 13.1: Describe the principles of formal negotiations as part of the win-win strategy 1 Answer: A Diff: 1 Objective: LO 13.1: Describe the

1 Answer: A Diff: 2 Objective: LO 14.1: Describe the proper attitude to display toward closing the sale 1 Answer: A Diff: 2 Objective: LO 14.1: Describe the proper attitude to display toward closing the sale 1 Answer: A Diff: 2 Objective: LO 14.1: Describe the proper attitude to display

1 Answer: A Diff: 2 Objective: LO 15.1: Explain how to build long-term partnerships with customer service 1 Answer: A Diff: 2 Objective: LO 15.1: Explain how to build long-term partnerships with customer service 1 Answer: A Diff: 2 Objective: LO 15.1: Explain how to build long-term partnerships with customer

1 Answer: C Diff: 2 Objective: LO 16.1: Discuss the four dimensions of opportunity management 1 Answer: C Diff: 2 Objective: LO 16.1: Discuss the four dimensions of opportunity management 1 Answer: C Diff: 2 Objective: LO 16.1: Discuss the four dimensions of opportunity management Copyright 2018 Pearson Education, Inc.

12 Answer: TRUE Diff: 2 Objective: LO 16.3: Explain factors that contribute to improved territory management 12 Answer: TRUE Diff: 2 Objective: LO 16.3: Explain factors that contribute to improved territory management 12 Answer: TRUE Diff: 2 Objective: LO 16.3: Explain factors that contribute to improved territory management Copyright

1 Answer: Situational Diff: 2 Objective: LO 17.1: Describe how leadership skills can be applied to sales management 1 Answer: Situational Diff: 2 Objective: LO 17.1: Describe how leadership skills can be applied to sales management 1 Answer: Situational Diff: 2 Objective: LO 17.1: Describe how leadership skills can be

1 Answer: B Diff: 2 Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept 1 Answer: B Diff: 2 Objective: LO 2.1: Discuss the evolution of personal selling models as an extension of the marketing concept 1 Answer: B Diff: 2 Objective:

12 Answer: E Diff: 3 AACSB: Application of Knowledge Objective: LO 2.3: Define strategic selling and name the four broad strategic areas in the Strategic/Consultative Selling Model 12 Answer: E Diff: 3 AACSB: Application of Knowledge Objective: LO 2.3: Define strategic selling and name the four broad strategic areas in

1 Answer: emotional intelligence Diff: 2 Objective: LO 3.1: Explain the importance of developing a relationship strategy 1 Answer: emotional intelligence Diff: 2 Objective: LO 3.1: Explain the importance of developing a relationship strategy 1 Answer: emotional intelligence Diff: 2 Objective: LO 3.1: Explain the importance of developing a relationship

12 Answer: D Diff: 3 AACSB: Ethical Understanding and Reasoning Objective: LO 3.3: Describe the factors that influence the ethical conduct of sales personnel 12 Answer: D Diff: 3 AACSB: Ethical Understanding and Reasoning Objective: LO 3.3: Describe the factors that influence the ethical conduct of sales personnel 12 Answer:

1 Answer: E Diff: 1 Objective: LO 4.1: Explain how partnering relationships add value 1 Answer: E Diff: 1 Objective: LO 4.1: Explain how partnering relationships add value 1 Answer: E Diff: 1 Objective: LO 4.1: Explain how partnering relationships add value Copyright 2018 Pearson Education, Inc. Copyright 2018

1 Answer: A Diff: 2 AACSB: Written and Oral Communication Objective: LO 5.1: Discuss how communication style influences the relationship process in sales 1 Answer: A Diff: 2 AACSB: Written and Oral Communication Objective: LO 5.1: Discuss how communication style influences the relationship process in sales 1 Answer: A Diff:

1 Answer: D Diff: 2 Objective: LO 6.1: Explain the importance of developing product solutions that add value 1 Answer: D Diff: 2 Objective: LO 6.1: Explain the importance of developing product solutions that add value 1 Answer: D Diff: 2 Objective: LO 6.1: Explain the importance of developing product

1 Answer: B Diff: 2 Objective: LO 7.1: Describe positioning as a product-selling strategy 1 Answer: B Diff: 2 Objective: LO 7.1: Describe positioning as a product-selling strategy 1 Answer: B Diff: 2 Objective: LO 7.1: Describe positioning as a product-selling strategy Copyright 2018 Pearson Education, Inc. Copyright 2018 Pearson

1 Answer: D Diff: 2 Objective: LO 8.1: Discuss the meaning of a customer strategy 1 Answer: D Diff: 2 Objective: LO 8.1: Discuss the meaning of a customer strategy 1 Answer: D Diff: 2 Objective: LO 8.1: Discuss the meaning of a customer strategy Copyright 2018 Pearson Education, Inc.

1 Answer: FALSE Diff: 2 Objective: LO 9.1: Discuss the importance of developing a prospect or account 1 Answer: FALSE Diff: 2 Objective: LO 9.1: Discuss the importance of developing a prospect or account 1 Answer: FALSE Diff: 2 Objective: LO 9.1: Discuss the importance of developing a prospect or