ISBN-10:
0470169656
ISBN-13:
2900470169659
Pub. Date:
12/31/2008
Publisher:
Wiley
Sales Management: Concepts and Cases / Edition 10

Sales Management: Concepts and Cases / Edition 10

by William L. Cron

Hardcover

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Overview

Sales Management: Concepts and Cases / Edition 10

Easily accessible, real-world and practical, the Tenth Edition of Dalrymple's Sales Management: Concepts and Cases introduces students to the issues, strategies, and relationships that relate to both the development of a sales force program and the management of strategic account relationships. Featuring real-world examples, including a new running case based on the fictional Shield Financial Company, students will have a rich foundation for work in sales management.

Product Details

ISBN-13: 2900470169659
Publisher: Wiley
Publication date: 12/31/2008
Edition description: New Edition
Pages: 528
Product dimensions: 6.50(w) x 1.50(h) x 9.50(d)

About the Author

William L. Cron received his BSBA from Xavier University and his MBA & DBA from Indiana University. He's a Professor of Marketing at the M.J. Neeley School of Business at Texas Christian University. His areas of expertise and research are Sales Management Issues, Marketing Strategy—Planning for Growth & Profits, and Wholesaling Management Issues. He's received the following awards: Graduate Teaching Award – Electives, M. J. Neeley School of Business, 2003, Carl Sewell Distinguished Service to the Community Award, Edwin L. Cox School of Business, 1999., Excellence in Manuscript Reviewing Award, the Journal of Personal Selling and Sales Management, 1994., Nominated for Jagdesh N. Sheth Award for Best Articles, Journal of the Academy of Marketing Science, 1993. Bill has also done consulting with companies such as American Association for HomeCare, Baylor Health System, Bristol- Myers Squibb, and GTE.

Table of Contents

1 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

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