2020_BEC_FlipBooks

F20_Castleberry_Selling11eFlipbook_11-6-20

Issue link: https://www.mheducation.com/highered/ideas/i/1308940

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CONTENTS KNOWLEDGE AND SKILL REQUIREMENTS 027 Preface xiii Acknowledgments xvi About the Authors xvii Chapter 1 Selling and Salespeople 001 Why Learn about Personal Selling? 002 Everyone Sells 004 Creating Value: The Role of Salespeople in a Business 005 What Do Salespeople Do? 007 Client Relationship Manager 007 Account Team Manager 008 Supply Chain Logistics and Channel Manager 008 Information Provider to Their Firm 009 Types of Salespeople 009 Selling and Distribution Channels 009 Describing Sales Jobs 011 The Sales Jobs Continuum 012 Examples of Sales Jobs 013 Characteristics of Successful Salespeople 014 Self-Motivated 014 Dependability and Trustworthiness 014 Integrity and Ethical Sales Behavior 015 Customer and Product Knowledge 016 Analytical Skills and the Ability to Interact with Information Technology 016 Communication Skills 016 Flexibility and Agility 016 Creativity 016 Confidence and Optimism 016 Emotional Intelligence 017 Are Salespeople Born or Made? 017 Rewards in Selling 017 Independence and Responsibility 017 Financial Rewards 018 Management Opportunities 018 The Building Partnerships Model 018 Selling Yourself 019 Summary 019 Key Terms 020 Ethics Problems 020 Questions and Problems 021 Case Problems 022 Role-Play Case 024 Additional References 024 part 1 Chapter 2 Ethical and Legal Issues in Selling 027 Ethics and Selling 029 The Evolution of Selling 030 Ethics and Partnering Relationships 031 Factors Influencing the Ethical Behavior of Salespeople 033 Selling Ethics and Relationships 036 Relationships with Customers 036 Relationships with the Salesperson's Company 040 Relationships with Colleagues 042 Relationships with Competitors 043 Legal Issues 043 Uniform Commercial Code 044 Misrepresentation or Sales Puffery 045 Illegal Business Practices 046 International Ethical and Legal Issues 049 Resolving Cultural Differences 050 Legal Issues 050 Selling Yourself 050 Summary 051 Key Terms 51 Questions and Problems 052 Case Problems 053 Role-Play Case 055 Additional References 055 Chapter 3 Buying Behavior and the Buying Process 057 Why People Buy 059 Types of Customers 059

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