Personal Selling: Building Customer Relationships and Partnerships
Personal Selling: Building Customer Relationships and Partnerships
Overview
I. Overview of Personal Selling 1. Introduction to Personal Selling: It's a Great Career! Marketing and Personal Selling: Changing with the Times Personal Selling: A Fresh Look How Customer Oriented Are You? What Is a Customer? What Is a Product? Diverse Roles of the Professional Salesperson What Does a Professional Salesperson Do? Using Technology to Sell Better Benefits of Professional Personal Selling as a Career Careers for Different Types of Individuals 2. Adjusting to the Dynamic Personal Selling Environment Megatrends Affecting Personal Selling Adapting to Megatrends Professional Salespeople as Customer Relationship Managers 3. Ethical and Legal Considerations in Personal Selling What Are Ethics? Ethical Concerns of Salespeople Determine Your Level of Moral and Ethical Standards The Company's Ethical Eyes and Ears in the Field Behaving Ethically, Every Day AMA Code of Ethics Going Beyond Ethics: Laws Affecting Business-to-Business Personal Selling Ethics and Regulation in International Sales II. The Personal Selling Process 4. Prospecting and Qualifying Filling the Salesperson's "Pot of Gold" Stages in the Personal Selling Process The Importance of Prospecting Prospecting for Leads Jason Smyczynski: Manufacturers' Sales Representative Example of Direct Mail The Prospecting Plan Prospects: The Salesperson's Pot of Gold Qualifying: How a Lead Becomes a Prospect 5. Planning the Sales Call: Steps to a Successful Approach Importance of Planning the Sales Call Planning for the Sales Call: Seven Steps to Preapproach Success Initial Call Reluctance--Sales "Stage Fright" Interaction with the Receptionist Approaching the Prospect Greeting the Prospect Improving One's Self-Image 6. Sales Presentation and Demonstration: The Pivotal Exchange The First Sales Call and the Sales Presentation Planning the Sales Presentation General Guidelines for Effective Sales Presentations Sales Presentations to Groups Presentation Planning Checklist Group Presentation Example Sales Presentation Strategies Adaptive Versus Canned Sales Presentations How Adamptive Are You? Written Presentations Selling the Long-Term Relationship 7. Negotiating Sales Resistance and Objections for "Win-Win" What Are Buyer Objections and Resistance? Planning for Objections Different Forms of Objections Identifying and Dealing with the Prospect's Key Objection Negotiating with Prospects and Customers Specific Techniques for Negotiating Buyer Objections A Major Nemesis: Price Resistance 8. Confirming and Closing the Sale: Start of the Long-Term Relationship Closing and Confirming the Sale Avoiding the Close The Trial Close Principles of Persuasion in Closing Closing Techniques Letting Customers Close the Sale Silence Can Be Golden in Closing Closing Mistakes How Do You Handle Sales Rejection? Immediate Post-Sale Activities 9. Following Up and Servicing the Account: Building Strategic Partnerships By Keeping Customers Satisfied and Loyal The Nature of Buyer-Seller interactions What Is Customer Service? Importance of Customer Satisfaction Customer Follow-Up Strategies Closing with the Customer Service Team Keeping Up with Rising Customer Service Expectations Customer Service Questionnaire Evaluating Customer Service III. Understanding and Communicating with Customers 10. Understanding and Negotiating with Organizational Buyers What Organizational Buyers Want from Salespeople Industrial Markets Resellers Government Markets Not-for-Profit Markets Negotiating Styles of Organizational Buyers Business Orientation of Organizational Buyers International Negotiations 11. Strategic Understanding of Your Company, Products, Competition, and Markets Strategic Understanding of Your Company Strategic Understanding of Your Products Strategic Understanding of Your Competition Strategic Understanding of Your Markets 12. Communicating Effectively with Diverse Customers What Is Communication? Developing Communication Skills Are You an Effective Communicator? Communication Styles What's Your Communication Stlye? Communication and Trust Building IV. Achieving Success in Personal Selling 13. Managing Your Time and Your Territory Self-Management Effectiveness And Efficiency Sales Activities Setting Priorities Account And Territory Management Working Smarter 14. Starting Your Personal Selling Career Your Career in Sales What Companies Look for in New Salespeople How Companies Screen You for a Sales Job Selling Yourself to a Prospective Employer Your Early Sales CareerDescription
Condition Guidelines
Books - New and Used
The following guidelines apply to books:
- New: A brand-new copy with cover and original protective wrapping intact. Books with markings of any kind on the cover or pages, books marked as "Bargain" or "Remainder," or with any other labels attached, may not be listed as New condition.
- Used - Good: All pages and cover are intact (including the dust cover, if applicable). Spine may show signs of wear. Pages may include limited notes and highlighting. May include "From the library of" labels. Shrink wrap, dust covers, or boxed set case may be missing. Item may be missing bundled media.
- Used - Acceptable: All pages and the cover are intact, but shrink wrap, dust covers, or boxed set case may be missing. Pages may include limited notes, highlighting, or minor water damage but the text is readable. Item may but the dust cover may be missing. Pages may include limited notes and highlighting, but the text cannot be obscured or unreadable.
Note: Some electronic material access codes are valid only for one user. For this reason, used books, including books listed in the Used – Like New condition, may not come with functional electronic material access codes.
Shipping & Delivery
Shipping Fees
- Stevens Books offers FREE SHIPPING everywhere in the United States for ALL non-book orders, and $3.99 for each book.
- Packages are shipped from Monday to Friday.
- No additional fees and charges.
Delivery Times
The usual time for processing an order is 24 hours (1 business day), but may vary depending on the availability of products ordered. This period excludes delivery times, which depend on your geographic location.
Estimated delivery times:
- Standard Shipping: 5-8 business days
- Expedited Shipping: 3-5 business days
Shipping method varies depending on what is being shipped.
Tracking
All orders are shipped with a tracking number. Once your order has left our warehouse, a confirmation e-mail with a tracking number will be sent to you. You will be able to track your package at all times.
Damaged Parcel
If your package has been delivered in a PO Box, please note that we are not responsible for any damage that may result (consequences of extreme temperatures, theft, etc.).
If you have any questions regarding shipping or want to know about the status of an order, please contact us or email to support@stevensbooks.com.
Returns & Refunds
You may return most items within 30 days of delivery for a full refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a tracking number, which shows the items which you already returned to us.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Items returned to us as a result of our error will receive a full refund,some returns may be subject to a restocking fee of 7% of the total item price, please contact a customer care team member to see if your return is subject. Returns that arrived on time and were as described are subject to a restocking fee.
Items returned to us that were not the result of our error, including items returned to us due to an invalid or incomplete address, will be refunded the original item price less our standard restocking fees.
If the item is returned to us for any of the following reasons, a 15% restocking fee will be applied to your refund total and you will be asked to pay for return shipping:
- Item(s) no longer needed or wanted.
- Item(s) returned to us due to an invalid or incomplete address.
- Item(s) returned to us that were not a result of our error.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
Shipping Cost
We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). In other cases, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Overview
I. Overview of Personal Selling 1. Introduction to Personal Selling: It's a Great Career! Marketing and Personal Selling: Changing with the Times Personal Selling: A Fresh Look How Customer Oriented Are You? What Is a Customer? What Is a Product? Diverse Roles of the Professional Salesperson What Does a Professional Salesperson Do? Using Technology to Sell Better Benefits of Professional Personal Selling as a Career Careers for Different Types of Individuals 2. Adjusting to the Dynamic Personal Selling Environment Megatrends Affecting Personal Selling Adapting to Megatrends Professional Salespeople as Customer Relationship Managers 3. Ethical and Legal Considerations in Personal Selling What Are Ethics? Ethical Concerns of Salespeople Determine Your Level of Moral and Ethical Standards The Company's Ethical Eyes and Ears in the Field Behaving Ethically, Every Day AMA Code of Ethics Going Beyond Ethics: Laws Affecting Business-to-Business Personal Selling Ethics and Regulation in International Sales II. The Personal Selling Process 4. Prospecting and Qualifying Filling the Salesperson's "Pot of Gold" Stages in the Personal Selling Process The Importance of Prospecting Prospecting for Leads Jason Smyczynski: Manufacturers' Sales Representative Example of Direct Mail The Prospecting Plan Prospects: The Salesperson's Pot of Gold Qualifying: How a Lead Becomes a Prospect 5. Planning the Sales Call: Steps to a Successful Approach Importance of Planning the Sales Call Planning for the Sales Call: Seven Steps to Preapproach Success Initial Call Reluctance--Sales "Stage Fright" Interaction with the Receptionist Approaching the Prospect Greeting the Prospect Improving One's Self-Image 6. Sales Presentation and Demonstration: The Pivotal Exchange The First Sales Call and the Sales Presentation Planning the Sales Presentation General Guidelines for Effective Sales Presentations Sales Presentations to Groups Presentation Planning Checklist Group Presentation Example Sales Presentation Strategies Adaptive Versus Canned Sales Presentations How Adamptive Are You? Written Presentations Selling the Long-Term Relationship 7. Negotiating Sales Resistance and Objections for "Win-Win" What Are Buyer Objections and Resistance? Planning for Objections Different Forms of Objections Identifying and Dealing with the Prospect's Key Objection Negotiating with Prospects and Customers Specific Techniques for Negotiating Buyer Objections A Major Nemesis: Price Resistance 8. Confirming and Closing the Sale: Start of the Long-Term Relationship Closing and Confirming the Sale Avoiding the Close The Trial Close Principles of Persuasion in Closing Closing Techniques Letting Customers Close the Sale Silence Can Be Golden in Closing Closing Mistakes How Do You Handle Sales Rejection? Immediate Post-Sale Activities 9. Following Up and Servicing the Account: Building Strategic Partnerships By Keeping Customers Satisfied and Loyal The Nature of Buyer-Seller interactions What Is Customer Service? Importance of Customer Satisfaction Customer Follow-Up Strategies Closing with the Customer Service Team Keeping Up with Rising Customer Service Expectations Customer Service Questionnaire Evaluating Customer Service III. Understanding and Communicating with Customers 10. Understanding and Negotiating with Organizational Buyers What Organizational Buyers Want from Salespeople Industrial Markets Resellers Government Markets Not-for-Profit Markets Negotiating Styles of Organizational Buyers Business Orientation of Organizational Buyers International Negotiations 11. Strategic Understanding of Your Company, Products, Competition, and Markets Strategic Understanding of Your Company Strategic Understanding of Your Products Strategic Understanding of Your Competition Strategic Understanding of Your Markets 12. Communicating Effectively with Diverse Customers What Is Communication? Developing Communication Skills Are You an Effective Communicator? Communication Styles What's Your Communication Stlye? Communication and Trust Building IV. Achieving Success in Personal Selling 13. Managing Your Time and Your Territory Self-Management Effectiveness And Efficiency Sales Activities Setting Priorities Account And Territory Management Working Smarter 14. Starting Your Personal Selling Career Your Career in Sales What Companies Look for in New Salespeople How Companies Screen You for a Sales Job Selling Yourself to a Prospective Employer Your Early Sales CareerDescription
Condition Guidelines
Books - New and Used
The following guidelines apply to books:
- New: A brand-new copy with cover and original protective wrapping intact. Books with markings of any kind on the cover or pages, books marked as "Bargain" or "Remainder," or with any other labels attached, may not be listed as New condition.
- Used - Good: All pages and cover are intact (including the dust cover, if applicable). Spine may show signs of wear. Pages may include limited notes and highlighting. May include "From the library of" labels. Shrink wrap, dust covers, or boxed set case may be missing. Item may be missing bundled media.
- Used - Acceptable: All pages and the cover are intact, but shrink wrap, dust covers, or boxed set case may be missing. Pages may include limited notes, highlighting, or minor water damage but the text is readable. Item may but the dust cover may be missing. Pages may include limited notes and highlighting, but the text cannot be obscured or unreadable.
Note: Some electronic material access codes are valid only for one user. For this reason, used books, including books listed in the Used – Like New condition, may not come with functional electronic material access codes.
Shipping & Delivery
Shipping Fees
- Stevens Books offers FREE SHIPPING everywhere in the United States for ALL non-book orders, and $3.99 for each book.
- Packages are shipped from Monday to Friday.
- No additional fees and charges.
Delivery Times
The usual time for processing an order is 24 hours (1 business day), but may vary depending on the availability of products ordered. This period excludes delivery times, which depend on your geographic location.
Estimated delivery times:
- Standard Shipping: 5-8 business days
- Expedited Shipping: 3-5 business days
Shipping method varies depending on what is being shipped.
Tracking
All orders are shipped with a tracking number. Once your order has left our warehouse, a confirmation e-mail with a tracking number will be sent to you. You will be able to track your package at all times.
Damaged Parcel
If your package has been delivered in a PO Box, please note that we are not responsible for any damage that may result (consequences of extreme temperatures, theft, etc.).
If you have any questions regarding shipping or want to know about the status of an order, please contact us or email to support@stevensbooks.com.
Returns & Refunds
You may return most items within 30 days of delivery for a full refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a tracking number, which shows the items which you already returned to us.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Items returned to us as a result of our error will receive a full refund,some returns may be subject to a restocking fee of 7% of the total item price, please contact a customer care team member to see if your return is subject. Returns that arrived on time and were as described are subject to a restocking fee.
Items returned to us that were not the result of our error, including items returned to us due to an invalid or incomplete address, will be refunded the original item price less our standard restocking fees.
If the item is returned to us for any of the following reasons, a 15% restocking fee will be applied to your refund total and you will be asked to pay for return shipping:
- Item(s) no longer needed or wanted.
- Item(s) returned to us due to an invalid or incomplete address.
- Item(s) returned to us that were not a result of our error.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
Shipping Cost
We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). In other cases, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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