McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All Rights Reserved.
SCOPE AND SIGNIFICANCE OF PERSONAL SELLING AND SALES MANAGEMENT LO1 Personal Selling Sales Management Selling Happens Almost Everywhere “Everyone Lives by Selling Something” Personal Selling in Marketing 20-2
FIGURE 20-B Comparing order takers and order getters 20-3
THE MANY FORMS OF PERSONAL SELLING CUSTOMER SALES SUPPORT PERSONNEL LO2 Missionary Salespeople Sales Engineer Team Selling Conference Selling Seminar Selling 20-4
FIGURE 20-3 Stages and objectives of the personal selling process 20-5
THE PERSONAL SELLING PROCESS: BUILDING RELATIONSHIPS PRESENTATION LO3 Handling Objections Acknowledge and Convert Postpone Agree and Neutralize Acceptance Denial Ignore 20-6
THE PERSONAL SELLING PROCESS: BUILDING RELATIONSHIPS CLOSE LO3 Close Stage 20-7
THE PERSONAL SELLING PROCESS: BUILDING RELATIONSHIPS CLOSE AND FOLLOW-UP LO3 Forms Trial Close Assumptive Close Urgency Close Final Close 20-8
THE PERSONAL SELLING PROCESS: BUILDING RELATIONSHIPS FOLLOW-UP LO3 Follow-up Stage 20-9
FIGURE 20-4 The sales management process involves sales plan formulation, implementation, and evaluation 20-10
FIGURE 20-6 Organizing the salesforce by customer, product, and geography 20-11