Test Bank for Selling: Building Partnerships 10th Edition

Product details:

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

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.

Table contents:

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

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