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Selling and sales management

Author: Jobber, David ; Lancaster, GeoffreyPublisher: Prentice Hall, 2003. ; Financial Times, 2003. ; Pearson Education, 2003.Edition: 6th ed.Language: EnglishDescription: 476 p. : Graphs ; 25 cm.ISBN: 0273674153Type of document: BookBibliography/Index: Includes bibliographical references and index
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Europe Campus
Main Collection
Print HF5438 .J63 2003
(Browse shelf)
001209257
Available 001209257
Total holds: 0

Includes bibliographical references and index

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Selling and Sales Management Contents About the Authors List of figures List of tables Preface Acknowledgements xii xiii xv xvii xix Part One Sales Perspective 1 Development and Role of Selling in Marketing Objectives Key Concepts 1.1 Background 1.2 The nature and role of selling 1.3 Types of selling 1.4 Image of selling 1.5 The nature and role of sales management 1.6 The marketing concept 1.7 Implementing the marketing concept 1.8 The relationship between sales and marketing 1.9 Conclusions References Practical exercise: Mephisto Products Ltd Practical exercise: Telcontar Examination questions 3 3 3 3 4 5 8 10 11 13 24 28 29 29 31 33 2 Sales Strategies Objectives Key Concepts 2.1 Sales and marketing planning 2.2 The planning process 2.3 Establishing marketing plans 34 34 34 34 35 35 2.4 The place of selling in the marketing plan 2.5 Conclusions References Practical exercise and discussion questions: Welsh Lamb and Beef Promotions Practical exercise: Auckland Engineering plc Practical exercise: Flying high Examination questions 45 55 56 56 58 60 61 3 Consumer and Organisational Buyer Behaviour Objectives Key Concepts 3.1 Differences between consumer and organisational buying 3.2 Consumer buyer behaviour 3.3 Factors affecting the consumer decision-making process 3.4 Organisational buyer behaviour 3.5 Factors affecting organisational buyer behaviour 3.6 Developments in purchasing practice 3.7 Relationship management 3.8 Conclusions References Practical exercise: The lost computer sale Examination questions 63 63 63 63 66 70 77 84 87 90 92 92 93 95 Part Two Sales Technique 4 Sales Responsibilities and Preparation Objectives Key Concepts 4.1 Sales responsibilities 4.2 Preparation 4.3 Conclusions References Practical exercise: The O'Brien Company Practical exercise: Presenting New Standa Plus Examination questions 99 99 99 99 106 113 113 114 115 116 5 Personal Selling Skills Objectives Key Concepts 5.1 The opening 5.2 Need and problem identification 5.3 The presentation and demonstration 5.4 Dealing with objections 5.5 Negotiation 5.6 Closing the sale 5.7 Follow-up 5.8 Conclusions 117 117 117 120 120 123 128 132 133 137 139 References 139 Practical exercise: Mordex Photocopier Company 139 Negotiation exercise: Supermarket vs superbrand 141 Practical exercise and discussion questions: A controlled sales process? 142 Examination questions 144 6 Key Account Management Objectives Key Concepts 6.1 What is key account management? 6.2 Advantages and dangers of key account management 6.3 Deciding whether to use key account management 6.4 The tasks and skills of key account management 6.5 Key account management relational development model 6.6 Global account management 6.7 Building relationships with key accounts 6.8 Key account information and planning system 6.9 Conclusions References Practical exercise: Cloverleaf plc Examination questions 145 145 145 146 147 148 149 150 153 154 157 160 161 162 164 7 Relationship Selling Objectives Key Concepts 7.1 From total quality management to customer care 7.2 From JIT to relationship marketing 7.3 Reverse marketing 7.4 From relationship marketing to relationship selling 7.5 Tactics of relationship selling 7.6 Conclusions References Practical exercise: Microcom Practical exercise: Midlands Switchgear Limited Examination questions 165 165 165 166 170 171 173 175 179 179 182 183 184 8 Direct Marketing Objectives Key Concepts 8.1 What is direct marketing? 8.2 Database marketing 8.3 Managing a direct marketing campaign 8.4 Conclusions References Practical exercise: Kettle Foods Practical exercise: RU receiving me? Examination questions 185 185 185 186 188 191 199 200 200 202 202 9 Internet and IT Applications in Selling and Sales Management Objectives Key Concepts 9.1 Overview of IT applications in selling and sales management 9.2 The internet 9.3 Customer relationship management 9.4 Sales management applications of IT 9.5 Applications of IT in retail sales and marketing 9.6 Conclusions References Practical exercise: Computer assisted sales process (CASP) Practical exercise: Understanding customer value creation Examination questions 205 205 205 206 209 216 224 227 231 231 233 235 236 Part Three Sales Environment 10 Sales Settings Objectives Key Concepts 10.1 Environmental and managerial forces impacting sales 10.2 Sales channels 10.3 Industrial/commercial/public authority selling 10.4 Selling for resale 10.5 Selling services 10.6 Sales promotions 10.7 Exhibitions 10.8 Public relations 10.9 Conclusions References Practical exercise: xstreammedia Practical exercise: Yee Wo Plastic Piping Components Ltd Practical exercise: Gardnov Ltd Practical exercise: Allwarm Knitting Ltd Practical exercise: Quality Chilled Foods Ltd Examination questions 237 239 239 240 244 248 250 255 258 262 267 273 273 274 278 279 281 284 285 11 International Selling Objectives Key Concepts 11.1 Introduction 11.2 Economic aspects 11.3 International selling at company level 11.4 Cultural factors in international selling 11.5 Organisation for international selling 11.6 Pricing 11.7 Japan -- a study in international selling 11.8 Conclusions 287 287 287 288 288 296 298 304 312 314 319 References Practical exercise: Syplan Practical exercise: Wardley Investment Services (Hong Kong) Practical exercise: Sapporo (Hong Kong) Ltd Practical exercise: Quality Kraft Carpets Ltd Examination questions 319 319 321 322 323 327 12 Law and Ethical Issues Objectives Key Concepts 12.1 The contract 12.2 Terms and conditions 12.3 Terms of trade 12.4 Business practices and legal controls 12.5 Ethical issues 12.6 Conclusions Practical exercise: Kwiksell Cars Ltd Examination questions 328 328 328 329 330 331 334 338 339 339 341 Part Four Sales Management 13 Recruitment and Selection Objectives Key Concepts 13.1 The importance of selection 13.2 Preparation of the job description and specification 13.3 Identification of sources of recruitment and methods of communication 13.4 Designing an effective application form and preparing a shortlist 13.5 The interview 13.6 Supplementary selection aids 13.7 Conclusions References Practical exercise: Plastic Products Ltd Examination questions 345 345 345 345 348 351 353 354 359 361 362 362 363 14 Motivation and Training Objectives Key Concepts 14.1 Motivation 14.2 Leadership 14.3 Training 14.4 Conclusions References Practical exercise: Selling fountain pens Examination questions 364 364 364 364 376 378 386 387 388 390 15 Organisation and Compensation Objectives Key Concepts 15.1 Organisational structure 15.2 Determining the number of salespeople 15.3 Establishing sales territories 15.4 Compensation 15.5 Conclusions References Practical exercise: Rovertronics Practical exercise: Silverton Confectionery Company Examination questions 391 391 391 391 397 399 401 405 405 406 407 408 Part Five Sales Control 16 Sales Forecasting and Budgeting Objectives Key Concepts 16.1 Purpose 16.2 Planning 16.3 Levels of forecasting 16.4 Qualitative techniques 16.5 Quantitative techniques 16.6 Budgeting 16.7 Budget determination 16.8 The sales budget 16.9 Budget allocation 16.10 Conclusions References Practical exercise: Classical Reproductions Ltd Practical exercise: Pizza Ristorante Examination questions 411 411 411 411 412 415 416 420 430 431 433 435 435 435 435 440 442 17 Salesforce Evaluation Objectives Key Concepts 17.1 The salesforce evaluation process 17.2 The purpose of evaluation 17.3 Setting standards of performance 17.4 Gathering information 17.5 Measures of performance 17.6 Appraisal interviewing 17.7 Conclusions References Practical exercise: Dynasty Ltd Practical exercise: MacLaren Tyres Ltd Examination questions 443 443 443 443 445 446 446 447 455 455 456 456 457 459 Appendix 1: Examination Technique Appendix 2: Leading Professional Bodies in the UK and Ireland Further Reading Index 461 468 470 472

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