Sales Management
Concepts and Cases
Description:... Table of Contents " Introduction to Selling and Sales Management 1 Chief Sales Executive Forum 1 Personal Selling 3 A Changing Marketplace 4 The Sales Management Process 10 The Sales Management Competencies 12 Team Exercise: "Who to Promote?" 13 Team Exercise: "The Prima Donna" 16 Team Exercise: "How to Handle Rumors" 17 Career Paths 19 Preparing for Sales Management Success 21 Featured Case: Shield Financial 24 2 Strategy and Sales Program Planning 30 An Award-Winning Account 30 Business Strategy 32 Marketing Strategy 34 Strategic Implementation Decisions 36 Team Exercise: "Web Sales" 40 Sales Force Program Decisions 47 Team Exercise: "Looking Forward to Next Year" 50 Featured Case: Shield Financial: "A Different Kind of Customer" 58 Sales Management Resource: Estimating Potentials and Forecasting Sales 59 Why Forecast? 59 What is Market Potential? 59 Qualitative Sales Forecasting 63 Quantitative Sales Forecasting 65 MAPE 67 Selecting Forecasting Methods 71 Sales Management Resource: Sales force Investment and Budgeting 74 Sales Force Investment 74 Developing a Sales Budget 83 3 Sales Opportunity Management 87 Prioritizing Opportunities at Hill-Rom 87 A Process for Generating New Accounts 89 Managing Existing Accounts 92 Team Exercise: "Working Hard or Working Smart?" 98 Sales Versus Profits 100 Team Exercise: "Destructive Discounting" 101 Time Management 102 Featured Case: Shield Financial: "Lead Generation" 109 4 Account Relationship Management 110 Growing the Relationship 110 Purchasing Process 112 Buying Center 117 Team Exercise: "Different Strokes"120 Evolution of Relationships 121 Relationship Binders 122 Team Exercise: "A Favor" 123 Featured Case: Shield Financial: "A Customer Request" 129 5 Customer Interaction Management 130 A Thirty-Million-Dollar Sale 130 Basic Types of Selling Models 132 The Preinteraction Phase: Planning Skills 134 The Interaction Phase 136 Team Exercise: "What Does Ms. Williams Hear?" 138 Team Exercise: "Relating Skills" 139 Team Exercise: "Why Beat a Dead Horse?" 141 The Postinteraction Phase 146 Team Exercise: "Unkept Promise" 148 Featured Case: Shield Financial: "A Vendor Problem" 151 6 Sales Force Organization 153 Xerox Reorganizes 153 Generalist Versus Specialist Structures 155 Strategic Account Management Program 161 Team Exercise: "The Optimal Sales Organization" 162 Telemarketing 165 Some Additional Issues 167 Independent Sales Agents 167 Emerging Sales Force Organization Issues 170 Team Exercise: "A Global Assignment" 173 Featured Case: Shield Financial "A Special Assignment" 177 Management Resources: Territory Design 178 Three Reasons Why Proper Territory Alignment Is Important 179 When Do Territories Need To Be Realigned? 180 Territory Design Procedures 181 Designing Territories By Computer 189 7 Recruiting and Selecting Personnel 192 Federated Insurance's Recruiting Process: a Model for Success 192 Planning Process 194 Team Exercise: "Turnover and Counteroffers" 195 Recruiting 200 Selecting Prospects 204 Team Exercise: "Questions About Interviewers" 206 Validating the Hiring Process 212 Featured Case: Shield Financial: "Hiring Pressures" 215 8 Sales Training 217 Sales Training Pays Off 217 Why Train Salespeople? 218 Planning for Sales Training 221 Team Exercise: "Sales Training for Profits" 222 Developing the Training Program 224 Evaluating Sales Training 230 Followup 232 Featured Case: Shield Financial: "Training Woes" 235 9 Leadership 237 Leading the Independent Spirit 237 Leadership 239 Team Exercise: "Avoiding a Bidding War" 243 Effective Leadership Styles 243 Important Leadership Functions 245 Sales Force Personnel Issues 251 Featured Case: Shield Financial: "Confidential Documents" 258 10 Ethical Leadership 259 Why Ethics Are Important 259 Principles of Ethical Decision Making 261 Making Decisions on Ethical Problems 263 Common Sales Ethics Issues 265 Team Exercise: "Customer Gifts versus Company Policy" 266 Team Exercise: "Special Support" 269 Government Regulation 270 Building A Sales Ethics Program 271 Featured Case: Shield Financial: "Overheard Trade Secrets" 276 11 Motivating Salespeople 277 The Drive To Excel 277 What Is Motivation? 278 A Model of Motivation 283 Team Exercise: "Expectancy Theory" 286 Self-Management 286 Quotas 287 Team Exercise: "Sales and the Web" 292 Incentive Programs 293 Recognition Programs 294 Featured Case: Shield Financial: "Motivation and Role Conflict" 299 12 Compensating Salespeople 301 Compensation Objectives 301 Team Exercise: "Changing Sales Compensation Plans" 303 Compensation Methods 303 Team Exercise: "Incentives for Team Selling" 311 Expense Accounts and Benefits 312 Assembling the Plan 314 Evaluating the Plan 316 Featured Case: Shield Financial: "The Elusive Commission-Now You See It, Now You Don't" 320 13 Evaluating Performance 323 Sales Performance Review 323 The Big Picture 325 Expense Analysis 326 Evaluating Salespeople 327 Team Exercise: "Evaluating for Profit" 328 Behavior-Based Evaluation 330 Outcome-Based Evaluations 332 Team Exercise: "Measuring More Than Sale Quotas." 333 Using Models for Evaluation 335 Featured Case: Shield Financial: "Missed Quota" 345 Notes 346 Cases Analysis 361 1 The Case Method 363 2 Adams Brands 366 3 Arapahoe Pharmaceutical Company 371 4 Atomic Company 375 5 Conner Labs Corporation 380 6 Crestfield Furniture (A) 387 7 Crestfield Furniture (B) 395 8 Dave MacDonald's Ethical Dilemmas 397 9 Erekson Industrial Supply 400 10 First National Bank 402 11 General Electric Appliances 409 12 Hanover-Bates Chemical Corporation 417 13 Hyde-Phillip Appliances 420 14 Inject Plastics 422 15 Milligan Pharmaceuticals 424 16 National Mutual Funds 430 17 Power and Motion Industrial Supply 441 18 Quado Systems Group 445 19 Romano Pitesti 451 20 Skata, Inc. 454 21 Tekspan Corporation 458 22 The Sullivan Group (A) 461 23 The Sullivan Group (B) 463 24 Venture Insurance Corporation 465 25 White Electronics 473 26 Winston Liu, Bookman 477 Credits 481 Key Term and Subject Index 485 Author Index 493 Company Index 497 Case Index 499.
Show description