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Solution Manual for Selling: Building Partnerships 10th Edition

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Solution Manual for Selling: Building Partnerships 10th Edition

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  • ISBN-10 ‏ : ‎ 1259573206
  • ISBN-13 ‏ : ‎ 978-1259573200
  • Author:  Stephen Castleberry, John Tanner

Selling: Building Partnerships, Tenth Edition remains the most innovative textbook in sales, featuring distinct role-plays, mini-case studies, and a focus on knowledge and skills critical to the partnership process and successful business professionals. Emphasized throughout is the need for salespeople to be flexible and adapt strategies that address customer needs, buyer social styles, and other relationship needs and strategies. This approach is followed by a thorough discussion of the salesperson as manager and how planning and continual learning enable effective selling and career growth. The text’s emphasis on value creation makes it applicable for students who may not be interested in a sales career. As has been true of every edition since the first, the integration of ethics continues to be emphasized.
New to This Edition●The textbook includes original examples written specifically for this edition.●New chapter-opening profiles spotlight real salespeople.●New Building Partnerships boxed features provide detailed examples for chapter material.●Chapters have been updated with the latest academic and industry research in areas such as ethics, corporate culture, success characteristics, and job trends.●New Sales Technology features appear in every chapter, illustrating the technology used as well as the challenges technology creates. The book also introduces the Internet of Things and examines its influence on repurchase behavior and customer relationships. ●All new From the Buyer’s Seat boxed features aid future salespeople in understanding the buyer’s point of view.●New role-plays are included, featuring Purina ONE SmartBlend and Gartner Consulting.●Each chapter includes a new or significantly revised minicase as well as favorite minicases from which instructors can select.

 

Table of Content:

  1. Chapter 1 Selling and Salespeople
  2. Why Learn about Personal Selling?
  3. Everyone Sells
  4. Creating Value: The Role of Salespeople in a Business
  5. What Do Salespeople Do?
  6. Client Relationship Manager
  7. Account Team Manager
  8. Supply Chain Logistics and Channel Manager
  9. Information Provider to Their Firm
  10. Types of Salespeople
  11. Selling and Distribution Channels
  12. Describing Sales Jobs
  13. The Sales Jobs Continuum
  14. Examples of Sales Jobs
  15. Characteristics of Successful Salespeople
  16. Self-Motivated
  17. Dependability and Trustworthiness
  18. Integrity and Ethical Sales Behavior
  19. Customer and Product Knowledge
  20. Analytical Skills and the Ability to Use Information Technology
  21. Communication Skills
  22. Flexibility and Agility
  23. Creativity
  24. Confidence and Optimism
  25. Emotional Intelligence
  26. Are Salespeople Born or Made?
  27. Rewards in Selling
  28. Independence and Responsibility
  29. Financial Rewards
  30. Management Opportunities
  31. The Building Partnerships Model
  32. Selling Yourself
  33. Summary
  34. Key Terms
  35. Ethics Problems
  36. Questions and Problems
  37. Case Problems
  38. Role Play Case
  39. Additional References
  40. Part 1 Knowledge and Skill Requirements
  41. Chapter 2 Ethical and Legal Issues in Selling
  42. Ethics and Selling
  43. The Evolution of Selling
  44. Ethics and Partnering Relationships
  45. Factors Influencing the Ethical Behavior of Salespeople
  46. Selling Ethics and Relationships
  47. Relationships with Customers
  48. Relationships with the Salesperson’s Company
  49. Relationships with Colleagues
  50. Relationships with Competitors
  51. Legal Issues
  52. Uniform Commercial Code
  53. Misrepresentation or Sales Puffery
  54. Illegal Business Practices
  55. International Ethical and Legal Issues
  56. Resolving Cultural Differences
  57. Legal Issues
  58. Selling Yourself
  59. Summary
  60. Key Terms
  61. Questions and Problems
  62. Case Problems
  63. Role Play Case
  64. Additional References
  65. Chapter 3 Buying Behavior and the Buying Process
  66. Why People Buy
  67. Types of Customers
  68. Manufacturers
  69. Resellers
  70. Government Agencies
  71. Institutions
  72. Consumers
  73. Organizational Buying and Selling
  74. Complexity of the Organizational Buying Process
  75. Derived versus Direct Demand
  76. How Do Organizations Make Buying Decisions?
  77. Steps in the Buying Process
  78. Creeping Commitment
  79. Types of Organizational Buying Decisions
  80. New Tasks
  81. Straight Rebuys
  82. Modified Rebuys
  83. Who Makes the Buying Decision?
  84. Users
  85. Initiators
  86. Influencers
  87. Gatekeepers
  88. Deciders
  89. Supplier Evaluation and Choice
  90. Organizational Needs and Criteria
  91. Individual Needs of Buying Center Members
  92. Supply Chain Management and Professional Purchasing
  93. Supply Chain Management
  94. Multiattribute Model of Product Evaluation and Choice
  95. Performance Evaluation of Characteristics
  96. Importance Weights
  97. Overall Evaluation
  98. Value Offered
  99. Supplier Selection
  100. Implications for Salespeople
  101. Selling Yourself
  102. Summary
  103. Key Terms
  104. Ethics Problems
  105. Questions and Problems
  106. Case Problems
  107. Role Play Case
  108. Additional References
  109. Chapter 4 Using Communication Principles to Build Relationships
  110. Building Relationships through Two-Way Communication
  111. The Communication Process
  112. Communication Breakdowns
  113. Sending Verbal Messages Effectively
  114. Choice of Words
  115. Voice Characteristics
  116. Stories
  117. Keep Open Lines of Communication
  118. Active Listening
  119. Repeating Information
  120. Restating or Rephrasing Information
  121. Clarifying Information
  122. Summarizing the Conversation
  123. Tolerating Silences
  124. Concentrating on the Ideas Being Communicated
  125. Reading Nonverbal Messages from Customers
  126. Body Angle
  127. Face
  128. Arms
  129. Hands
  130. Legs
  131. Body Language Patterns
  132. Sending Messages with Nonverbal Communication
  133. Using Body Language
  134. The Role of Space and Physical Contact
  135. Appearance
  136. Communicating via Technology
  137. Telephone and Voice Mail
  138. Text Messages and E-mail
  139. Social Media
  140. Adjusting for Cultural Differences
  141. Selling Yourself
  142. Summary
  143. Key Terms
  144. Ethics Problems
  145. Questions and Problems
  146. Case Problems
  147. Role Play Case
  148. Additional References
  149. Chapter 5 Adaptive Selling for Relationship Building
  150. Types of Presentations
  151. Standard Memorized Presentation
  152. Outlined Presentation
  153. Customized Presentation
  154. Adaptive Selling and Sales Success
  155. Adaptive Selling: The Importance of Knowledge
  156. Product and Company Knowledge
  157. Knowledge about Sales Situations and Customers
  158. How to Create Knowledge
  159. Retrieving Knowledge from the Knowledge Management System
  160. The Social Style Matrix: A Training Program for Building Adaptive Selling Skills
  161. Dimensions of Social Styles
  162. Categories of Social Styles
  163. Identifying Customers’ Social Styles
  164. Social Styles and Sales Presentations
  165. Versatility
  166. Recap: The Role of Knowledge in Adapting
  167. Systems for Developing Adaptive Selling Skills
  168. Selling Yourself
  169. Summary
  170. Key Terms
  171. Ethics Problems
  172. Questions and Problems
  173. Case Problems
  174. Role Play Case
  175. Additional References
  176. Part 2 The Partnership Process
  177. Chapter 6 Prospecting
  178. The Importance of Prospecting
  179. Characteristics of a Good Prospect
  180. Does a Want or Need Exist?
  181. Does the Lead Have the Ability to Pay?
  182. Does the Lead Have the Authority to Buy?
  183. Can the Lead Be Approached Favorably?
  184. Is the Lead Eligible to Buy?
  185. Other Criteria
  186. How and Where to Obtain Prospects
  187. Satisfied Customers
  188. Endless-Chain Method
  189. Networking and Center of Influence
  190. Social Media
  191. Other Internet Uses
  192. Marketing Department
  193. Shows, Fairs, and Merchandise Markets
  194. Webinars and Seminars
  195. Lists and Directories
  196. Databases and Data Mining
  197. Cold Calling
  198. Spotters
  199. Inside Salespeople
  200. Expertise
  201. Sales Letters
  202. Other Sources of Leads
  203. Lead Qualification and Management Systems
  204. Overcoming a Reluctance to Prospect
  205. Selling Yourself
  206. Summary
  207. Key Terms
  208. Ethics Problems
  209. Questions and Problems
  210. Case Problems
  211. Role Play Case
  212. Additional References
  213. Chapter 7 Planning the Sales Call
  214. Why Plan the Sales Call?
  215. Obtaining Precall Information
  216. The Prospect/Customer as an Individual
  217. The Prospect’s/Customer’s Organization
  218. Sources of Information
  219. Resources within Your Company
  220. The Internet and Social Media
  221. Secretaries and Receptionists
  222. Noncompeting Salespeople
  223. Traditional Secondary Sources
  224. The Prospect
  225. Other Sources
  226. Setting Call Objectives
  227. Criteria for Effective Objectives
  228. Setting More Than One Call Objective
  229. Setting Objectives for Several Calls
  230. Buyers Are Setting Goals Also
  231. Making an Appointment
  232. The Right Person
  233. The Right Time
  234. The Right Place
  235. Cultivating Relationships with Subordinates
  236. Telephoning for Appointments
  237. Additional Planning
  238. Selling Yourself
  239. Summary
  240. Key Terms
  241. Ethics Problems
  242. Questions and Problems
  243. Case Problems
  244. Role Play Case
  245. Additional References
  246. Chapter 8 Making the Sales Call
  247. Making a Good Impression
  248. Waiting for the Prospect
  249. First Impressions
  250. Selecting a Seat
  251. Getting the Customer’s Attention
  252. Developing Rapport
  253. When Things Go Wrong
  254. Identifying the Prospect’s Needs: The Power of Asking Questions
  255. Asking Open and Closed Questions
  256. Spin® Technique
  257. Reiterating Needs You Identified before the Meeting
  258. Additional Considerations
  259. Developing a Strategy for the Presentation
  260. Offering Value: The Solution to the Buyer’s Needs
  261. Relating Features to Benefits
  262. Assessing Reactions
  263. Building Credibility during the Call
  264. Selling to Groups
  265. Selling Yourself
  266. Summary
  267. Key Terms
  268. Ethics Problems
  269. Questions and Problems
  270. Case Problems
  271. Role Play Case
  272. Additional References
  273. Chapter 9 Strengthening the Presentation
  274. Characteristics of a Strong Presentation
  275. Keeps the Buyer’s Attention
  276. Improves the Buyer’s Understanding
  277. Helps the Buyer Remember What Was Said
  278. Offers Proof of the Salesperson’s Assertions
  279. Creates a Sense of Value
  280. How to Strengthen the Presentation
  281. Verbal Tools
  282. Visual Tools
  283. Product Demonstrations
  284. Handouts
  285. Written Proposals
  286. Value Analysis: Quantifying the Solution
  287. Dealing with the Jitters
  288. Selling Yourself
  289. Summary
  290. Key Terms
  291. Ethics Problems
  292. Questions and Problems
  293. Case Problems
  294. Role Play Case
  295. Additional References
  296. Chapter 10 Responding to Objections
  297. The Goal Is to Build Relationships and Sell Value
  298. When Do Buyers Raise Objections?
  299. Setting Up an Initial Appointment
  300. The Presentation
  301. Attempting to Obtain Commitment
  302. After the Sale
  303. Common Objections
  304. Objections Related to Needs
  305. Objections Related to the Product
  306. Objections Related to the Source
  307. Objections Related to the Price
  308. Objections Related to Time
  309. Other Objections
  310. Behaviors of Successful Salespeople
  311. Anticipate Objections
  312. Forestall Known Concerns
  313. Relax and Listen—Do Not Interrupt
  314. Evaluate Objections
  315. Always Tell the Truth
  316. Effective Response Methods
  317. Direct Denial
  318. Indirect Denial
  319. Compensation Method
  320. Referral Method
  321. Revisit Method
  322. Acknowledge Method
  323. Postpone Method
  324. Using the Methods
  325. Confirming That the Objection Has Been Answered
  326. Objections When Selling to a Group of Buyers
  327. The Price Objection
  328. Use Up-to-Date Information
  329. Establish the Value
  330. Use Communication Tools Effectively
  331. Dealing with Tough Customers
  332. Selling Yourself
  333. Summary
  334. Key Terms
  335. Ethics Problems
  336. Questions and Problems
  337. Case Problems
  338. Role Play Case
  339. Additional References
  340. Chapter 11 Obtaining Commitment
  341. Securing Commitment Today
  342. Part of the Process
  343. The Importance of Securing Commitment
  344. Financial Terms and Conditions
  345. Discounts
  346. Credit Terms
  347. Shipping Costs
  348. Presenting Price
  349. When to Attempt to Obtain Commitment
  350. Buyer Comments
  351. Nonverbal Cues
  352. How to Successfully Obtain Commitment
  353. Maintain a Positive Attitude
  354. Let the Customer Set the Pace
  355. Be Assertive, Not Aggressive
  356. Sell the Right Item in the Right Amounts
  357. Effective Methods
  358. Direct Request
  359. Benefit Summary
  360. Balance Sheet Method
  361. Probing Method
  362. Alternative Choice
  363. Trial Offers
  364. Other Methods
  365. If Commitment Is Obtained
  366. No Surprises
  367. Confirm the Customer’s Choice
  368. Get the Signature
  369. Show Appreciation
  370. Cultivate for Future Calls
  371. Review the Actions to Be Taken
  372. If Commitment Is Not Obtained
  373. Some Reasons for Lost Opportunities
  374. Discovering the Cause
  375. Suggestions for Dealing with Rejection
  376. Bringing the Sales Call to a Close
  377. Selling Yourself
  378. Summary
  379. Key Terms
  380. Ethics Problems
  381. Questions and Problems
  382. Case Problems
  383. Role Play Case
  384. Additional References
  385. Chapter 12 Formal Negotiating
  386. The Nature of Negotiation
  387. Negotiation versus Nonnegotiation Selling
  388. What Can Be Negotiated?
  389. Are You a Good Negotiator?
  390. Planning for the Negotiation Session
  391. Location
  392. Time Allotment
  393. Negotiation Objectives
  394. Team Selection and Management
  395. Individual Behavior Patterns
  396. Information Control
  397. The Negotiation Meeting
  398. Preliminaries
  399. General Guidelines
  400. Dealing with Win–Lose Negotiators
  401. Making Concessions
  402. Recap of a Successful Negotiation Meeting
  403. Selling Yourself
  404. Summary
  405. Key Terms
  406. Ethics Problems
  407. Questions and Problems
  408. Case Problems
  409. Role Play Case
  410. Additional References
  411. Chapter 13 Building Partnering Relationships
  412. The Value of Customers
  413. Relationships and Selling
  414. Types of Relationships
  415. Market Exchanges
  416. Partnerships
  417. Managing Relationships and Partnering
  418. Choosing the Right Relationship
  419. Using Technology to Increase Efficiency
  420. Phases of Relationship Development
  421. Awareness
  422. Exploration
  423. Expansion
  424. Commitment
  425. Dissolution
  426. Characteristics of Successful Partnerships
  427. Mutual Trust
  428. Open Communication
  429. Common Goals
  430. Commitment to Mutual Gain
  431. Organizational Support
  432. Selling Yourself
  433. Summary
  434. Key Terms
  435. Ethics Problems
  436. Questions and Problems
  437. Case Problems
  438. Role Play Case
  439. Additional References
  440. Chapter 14 Building Long-Term Partnerships
  441. Exploration
  442. Set the Right Expectations
  443. Monitor Order Processing
  444. Ensure Proper Initial Use of the Product or Service
  445. Follow Up
  446. Handle Customer Complaints
  447. Expansion
  448. Generating Repeat Orders
  449. Upgrading
  450. Full-Line Selling
  451. Cross-Selling
  452. Commitment
  453. Securing Commitment to a Partnership
  454. Commitment Must Be Complete
  455. Communication
  456. Corporate Culture
  457. The Salesperson as Change Agent
  458. Dissolution
  459. Maintaining Few Personal Relationships
  460. Failing to Monitor Competitor Actions
  461. Failing to Monitor the Industry
  462. Falling into Complacency
  463. Conflict
  464. Selling Yourself
  465. Summary
  466. Key Terms
  467. Ethics Problems
  468. Questions and Problems
  469. Case Problems
  470. Role Play Case
  471. Additional References
  472. Part 3 The Salesperson as Manager
  473. Chapter 15 Managing Your Time and Territory
  474. The Value of Time
  475. The Self-Management Process
  476. Setting Goals
  477. The Need for Goals
  478. The Nature of Goals
  479. Types of Sales Goals
  480. Setting Sales Goals
  481. Allocating Resources
  482. Resources to Be Allocated
  483. Where to Allocate Resources
  484. Account Classification and Resource Allocation
  485. Investing in Accounts
  486. Implementing the Time Management Strategy
  487. Daily Activity Planning
  488. Guidelines
  489. Planning Process
  490. Making More Calls
  491. Handling Paperwork and Reports
  492. Evaluating Performance
  493. Postcall Analysis
  494. Activity Analysis
  495. Performance Analysis
  496. Productivity Analysis
  497. Selling Yourself
  498. Summary
  499. Key Terms
  500. Ethics Problems
  501. Questions and Problems
  502. Case Problems
  503. Role Play Case
  504. Additional References
  505. Chapter 16 Managing within Your Company
  506. Building Internal Partnerships
  507. The Importance of Internal Partnerships
  508. The Role of Sales
  509. Selling Internally
  510. Company Areas Important to Salespeople
  511. Manufacturing
  512. Administration
  513. Shipping and Installation
  514. Customer Service
  515. Marketing
  516. Sales
  517. Partners in the Sales Organization
  518. Sales Management
  519. Field Sales Managers
  520. Managing Ethics in Sales
  521. Ethics and the Sales Executive
  522. Ethics and the Field Sales Manager
  523. Responding to Unethical Requests
  524. Salespeople as Partners
  525. Geographic Salespeople
  526. Account Salespeople
  527. Product Specialists
  528. Inside versus Outside
  529. Sales Teams
  530. Selling Yourself
  531. Summary
  532. Key Terms
  533. Ethics Problems
  534. Questions and Problems
  535. Case Problems
  536. Role Play Case
  537. Additional References
  538. Chapter 17 Managing Your Career
  539. Opportunities in Selling
  540. Making a Good Match
  541. Understanding Yourself
  542. Understanding the Company
  543. The Recruiting Process
  544. Selecting Salespeople
  545. Applicant Information Sources
  546. Selling Your Capabilities
  547. Preparing the Résumé
  548. Gaining the Interview
  549. The Interview
  550. Special Types of Interviews
  551. Follow-Up
  552. Interviewing Never Ends
  553. Managing Your Career Goals
  554. Making the Transition from College to Career
  555. Dual Career Path
  556. Continue to Develop Your KSAs
  557. Managing Stress
  558. Situational Stress
  559. Felt Stress
  560. Selling Yourself
  561. Summary
  562. Key Terms
  563. Ethics Problems
  564. Questions and Problems
  565. Case Problems
  566. Role Play Case
  567. Additional References
  568. Role Play Case 1: Purina ONE SmartBlend Dog Food
  569. Role Play Case 2: Gartner
  570. Glossary
  571. Endnotes
  572. Indexes

 

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