1. McGraw-Hill/Irwin
Copyright © 2009 by The McGraw-Hill Companies, Inc. All Rights Reserved.

2. 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

3. FIGURE 20-B Comparing order takers and order getters
20-3

4. THE MANY FORMS OF PERSONAL SELLING CUSTOMER SALES SUPPORT PERSONNEL
LO2
Missionary Salespeople
Sales Engineer
Team Selling
Conference Selling
Seminar Selling
20-4

5. FIGURE 20-3 Stages and objectives of the personal selling process
20-5

6. THE PERSONAL SELLING PROCESS: BUILDING RELATIONSHIPS
PRESENTATION
LO3
Handling Objections
Acknowledge and Convert
Postpone
Agree and Neutralize
Acceptance
Denial
Ignore
20-6

7. THE PERSONAL SELLING PROCESS: BUILDING RELATIONSHIPS
CLOSE
LO3
Close Stage
20-7

8. THE PERSONAL SELLING PROCESS: BUILDING RELATIONSHIPS
CLOSE AND FOLLOW-UP
LO3
Forms
Trial Close
Assumptive Close
Urgency Close
Final Close
20-8

9. THE PERSONAL SELLING PROCESS: BUILDING RELATIONSHIPS
FOLLOW-UP
LO3
Follow-up Stage
20-9

10. FIGURE The sales management process involves sales plan formulation, implementation, and evaluation
20-10

11. FIGURE 20-6 Organizing the salesforce by customer, product, and geography
20-11