Verfügbarkeit: Dalrymple's sales management

Dalrymple's sales management:

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Bibliographische Detailangaben
Hauptverfasser:	Cron, William L. (VerfasserIn), De Carlo, Thomas E. (VerfasserIn)
Format:	Buch
Sprache:	English
Veröffentlicht:	Hoboken, NJ Wiley 2006
Ausgabe:	9. ed.
Schlagworte:	Sales Management > Case studies Sales management Verkauf Management Fallstudiensammlung
Online-Zugang:	Inhaltsverzeichnis
Beschreibung:	Bis 8. Aufl. u.d.T.: Dalrymple, Douglas J.: Sales management
Beschreibung:	XX, 543 S. Ill., graph. Darst.
ISBN:	0471743194 9780471743194

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adam_text	BRIEF CONTENTS 1^1 Introduction to Selling and Sales Management 1 ^J Strategy and Sales Program Planning 33 Sales Management Resource: Estimating Potentials and Forecasting Sales 65 Sales Management Resource: Sales Force Investment and Budgeting 80 fFjk Sales Opportunity Management 93 JJ Account Relationship Management 120 J3 Customer Interaction Management 141 WM Sales Force Organization 166 Management Resource: Territory Design 192 Fl Recruiting and Selecting Personnel 206 £P Sales Training 235 JJ Leadership 258 Q Ethical Leadership 281 fp Motivating Salespeople 300 ¥ Compensating Salespeople 324 f^l Evaluating Performance 348 References 371 Case Analysis 389 Credits 525 Key Term and Subject Index 529 Author Index 537 Company Index 541 Case Index 543 CONTENTS tF INTRODUCTION TO SELLING AND SALES MANAGEMENT 1 *** Selling at Dell Computer 1 Personal Selling 2 A Changing Marketplace 4 The Sales Management Process 10 Team Exercise: Who to Promote? 12 The Sales Management Competencies 12 Strategic Action Competency: Dimensions 14 Coaching Competency: Dimensions 15 Team Building Competency: Dimensions 16 Self Management Competency: Dimensions 19 Team Exercise: How to Handle Rumors 19 Global Perspective Competency: Dimensions 20 Technology Competency: Dimensions 22 Career Paths 22 Preparing for Sales Management Success 24 Featured Case: D M Insurance 27 Q STRATEGY AND SALES PROGRAM PLANNING 33 An Award Winning Account 33 Business Strategy 35 Marketing Strategy 37 Strategic Action Competency: We Aren t Selling Lightbulbs 38 Strategic Implementation Decisions 40 Team Exercise: Web Sales 44 Technology Competency: Too Many Software Acronyms 45 Sales Force Program Decisions 52 Team Exercise: Looking Forward to Next Year 54 Global Awareness Competency: An International or a Global Company? 58 Team Building Competency: An Advisory Board 59 Featured Case: D M Insurance: A Different Kind of Customer 64 SALES MANAGEMENT RESOURCE: ESTIMATING POTENTIALS AND FORECASTING SALES 65 Why Forecast? 65 What is Market Potential? 65 Qualitative Sales Forecasting 68 Quantitative Sales Forecasting 70 MAPE 72 Selecting Forecasting Programs 77 Problems 78 SALES MANAGEMENT RESOURCE: SALES FORCE INVESTMENT AND BUDGETING 80 Sales Force Investment 80 Developing a Sales Budget 88 f]\| SALES OPPORTUNITY MANAGEMENT 93 Prioritizing Opportunities at Hill Rom 93 A Process for Generating New Accounts 95 Managing Existing Accounts 99 Strategic Action Competency: Dell On Line 101 Strategic Action Competency: Firing Some of Your Customers 102 Team Building Competency: How Cisco is Partnering to Reach New Customers 103 Team Exercise: Working Hard or Working Smart? Coaching Competency: Intel: Salespeople Who Don t Call on Customers 107 Sales Versus Profits 109 Team Exercise: Destructive Discounting 110 Time Management 111 Featured Case: D M Insurance: Lead Generation 118 fj ACCOUNT RELATIONSHIP MANAGEMENT 120 Growing the Relationship 120 Purchasing Process 122 Buying Center 127 Coaching Competency: High Test Safety Shoes Company 129 Team Exercise: Different Strokes 130 Evolution of Relationships 130 Relationship Binders 131 Team Exercise: A Favor 132 Global Perspective Competency: National Culture and Selling in France 133 Strategic Action Competency: Eastman Kodak and IBM 136 Featured Case: D M Insurance: A Customer Request Q CUSTOMER INTERACTION MANAGEMENT 141 A Thirty Million Dollar Sale 141 Basic Types of Selling Models 143 Pre Interaction Phase: Planning Skills 145 The Interaction Phase 148 Self Management Competency: You re Not Prepared! You Don t Listen! You Promised! 148 Team Exercise: Relating Skills 151 Needs Discovery Skills 151 Team Building Competency: It Takes More Than One Person 152 Technology Competency: Five Weeks or a Few Minutes? 156 Post Interaction Phase 159 Global Perspective Competency: A Longer Selling Cycle 161 Team Exercise: Unkept Promise 161 Featured Case: D M Insurance: A Vendor Problem 164 fl SALES FORCE ORGANIZATION 166 Xerox Reorganizes 166 Generalist Versus Specialist Structures 168 Strategic Action Competency: When Computers Become Commodities 172 Team Exercise: The Optimal Sales Organization 174 Strategic Account Management Program 175 Strategic Action Competency: CRI: Eliminating Some Customers 176 Telemarketing 178 Some Additional Issues 180 Independent Sales Agents 181 Emerging Sales Force Organization Issues 183 Team Building: Procter Gamble and Wal Mart 185 Global Perspective Competency: Can We Do Your Manufacturing? 186 Team Exercise: A Global Assignment 186 Self Management Competency: Emerging Sales Competency Study 188 Featured Case: D M Insurance: A Special Assignment 191 MANAGEMENT RESOURCE: TERRITORY DESIGN 192 Three Reasons Why Proper Territory Alignment is Important 192 When Do Territories Need to Be Realigned? 194 Territory Design Procedures 195 Designing Territories by Computer 203 n RECRUITING AND SELECTING PERSONNEL 206 Prudential s Recruiting Process 206 Planning Process 208 Team Exercise: Turnover and Counteroffers 209 Technology Competency: Minimizing Turnover with Sales Force Automation 210 Strategic Action Competency: Finding and Attracting the Best at Cisco Systems 210 Self Management Competency: Understanding Your Tendencies 215 Recruiting 216 Selecting Prospects 219 Team Exercise: Questions About Interviewers 223 Validating the Hiring Process 230 Global Perspective Competency: Selling Overseas Is a Complex Endeavor 231 Featured Case: D M Insurance: Hiring Pressures 234 Q SALES TRAINING 235 ¦ Sales Training Goes Digital 235 Why Train Salespeople? 237 Planning for Sales Training 239 Team Exercise: Sales Training for Profits 240 Strategic Action Competency: Getting Customers into the Act 240 Team Exercise: Veteran Salespeople s Resistance to Training 244 Self Management Competency: Whirlpool Gets Real with Customers 245 Technology Competency: Intranet Savings in Sales Training 250 Team Building Competency: Getting Past the Review Board 251 Featured Case: D M Insurance: Training Woes 256 Q LEADERSHIP 258 Leading the Independent Spirit 258 Leadership 259 Self Management Competency: Sales Management Training for Sales Managers 260 Strategic Action Competency: Power to the People 262 Team Exercise: Avoiding a Bidding War 264 Effective Leadership Styles 264 Team Building 266 Team Building Competency: The Case for Effective Team Building 267 Team Exercise: Thanks for the Memories 268 Coaching 269 Sales Meetings 271 Sales Force Personnel Issues 273 Featured Case: D M Insurance: Confidential Documents 280 f? ETHICAL LEADERSHIP 281 Why Ethics are Important 281 Principles of Ethical Decision Making 282 Self Management Competency: Just Say Anything? 283 Global Perspective Competency: Overseas Ethical Dilemmas 285 Making Decisions on Ethical Problems 286 Common Sales Ethics Issues 288 Team Exercise: Customer Gifts versus Company Policy 289 Team Exercise: Special Support 291 Strategic Action Competency: TAP Pharmaceutical s Unethical Selling Culture 292 Whistle Blowing 293 Government Regulation 294 Building a Sales Ethics Program 295 Featured Case: D M Insurance: Overhead Trade Secrets 299 f*l MOTIVATING SALESPEOPLE 300 The Drive to Excel 300 What is Motivation? 301 Global Perspective Competency: Cultural Differences in Motivating Japanese Salespeople 304 A Model of Motivation 306 Team Exercise: Expectancy Theory 309 Self Management 309 Quotas 310 Team Exercise: Sales and the Web 314 Incentive Programs 315 Recognition Programs 317 Coaching Competency: Why Incentive Plans Cannot Work 319 Featured Case: D M Insurance: Motivation and Role Conflict 323 Q COMPENSATING SALESPEOPLE 324 Compensation Objectives 324 Compensation Methods 326 Coaching Competency: Warning: Pay Change on the Way 333 Team Exercise: Changing Sales Compensation Plans 334 Team Building Competency: Xerox s Team Focused Pay Plan 335 Team Exercise: Incentives for Team Selling 336 Expense Accounts and Benefits 337 Strategic Action Competency: Aligning Compensation with Strategy 338 Assembling the Plan 340 Evaluating the Plan 341 Technology Competency: Maximizing the Payoff from Information Technology 341 Featured Case: D M Insurance: The Elusive Commission—Now You See It, Now You Don t 346 Q EVALUATING PERFORMANCE 348 Sales Performance Review 348 The Big Picture 350 Expense Analysis 352 Evaluating Salespeople 353 Team Exercise: Evaluating for Profit 353 Behavior Based Evaluation 354 Using Behavior Based Systems 355 Team Exercise: Reaching Out Beyond Sales Quotas 356 Technology Competency: Internet Shifts in Monitoring Salesperson Activities 356 Team Building Competency: Management by Objectives 357 Result Based Evaluations 358 Using Models for Evaluation 360 Coaching Competency: Squashing the Quota System 365 Featured Case: D M Insurance: Missed Quota 370 REFERENCES 371 CASE ANALYSIS 389 1 The Case Method 391 2 Abbott Inc. 394 3 Adams Brands 397 4 Akili Systems Group 402 5 American Mutual Funds: Retail Services Division 408 6 Arapahoe Pharmaceutical Company 419 7 Atomic Company 424 8 Bates Industrial Supply 428 9 Carrington Furniture. Inc. (A) 430 10 Carrington Furniture. Inc. (B) 437 1 1 Dave MacDonald s Ethical Dilemmas 439 12 First National Bank 443 13 General Electric Appliances 450 14 Hanover Bates Chemical Corporation 458 15 Inject Plastics 461 16 Jefferson Pilot Corporation 464 17 Karo Lee Corporation 475 18 The Optiks Corporation 478 19 Parker Computer 486 20 Power and Motion Industrial Supply 487 21 Rick Fire 491 22 Romano Pitesti 497 23 Sandwell Paper Company 500 24 Waverider Communications, Inc. 507 25 Winston Liu, Bookman 519 26 York Electronics 521 Credits 525 Key Term and Subject Index 529 Author Index 537 Company Index 541 Case Index 543
adam_txt	BRIEF CONTENTS 1^1 Introduction to Selling and Sales Management 1 ^J Strategy and Sales Program Planning 33 Sales Management Resource: Estimating Potentials and Forecasting Sales 65 Sales Management Resource: Sales Force Investment and Budgeting 80 fFjk Sales Opportunity Management 93 JJ Account Relationship Management 120 J3 Customer Interaction Management 141 WM Sales Force Organization 166 Management Resource: Territory Design 192 Fl Recruiting and Selecting Personnel 206 £P Sales Training 235 JJ Leadership 258 Q Ethical Leadership 281 fp Motivating Salespeople 300 ¥\ Compensating Salespeople 324 f^l Evaluating Performance 348 References 371 Case Analysis 389 Credits 525 Key Term and Subject Index 529 Author Index 537 Company Index 541 Case Index 543 CONTENTS tF\ INTRODUCTION TO SELLING AND SALES MANAGEMENT 1 *** Selling at Dell Computer 1 Personal Selling 2 A Changing Marketplace 4 The Sales Management Process 10 Team Exercise: "Who to Promote?" 12 The Sales Management Competencies 12 Strategic Action Competency: "Dimensions" 14 Coaching Competency: "Dimensions" 15 Team Building Competency: "Dimensions" 16 Self Management Competency: "Dimensions" 19 Team Exercise: "How to Handle Rumors" 19 Global Perspective Competency: "Dimensions" 20 Technology Competency: "Dimensions" 22 Career Paths 22 Preparing for Sales Management Success 24 Featured Case: D M Insurance 27 Q STRATEGY AND SALES PROGRAM PLANNING 33 "An Award Winning Account" 33 Business Strategy 35 Marketing Strategy 37 Strategic Action Competency: "We Aren't Selling Lightbulbs" 38 Strategic Implementation Decisions 40 Team Exercise: "Web Sales" 44 Technology Competency: "Too Many Software Acronyms" 45 Sales Force Program Decisions 52 Team Exercise: "Looking Forward to Next Year" 54 Global Awareness Competency: "An International or a Global Company?" 58 Team Building Competency: "An Advisory Board" 59 Featured Case: D M Insurance: "A Different Kind of Customer" 64 SALES MANAGEMENT RESOURCE: ESTIMATING POTENTIALS AND FORECASTING SALES 65 Why Forecast? 65 What is Market Potential? 65 Qualitative Sales Forecasting 68 Quantitative Sales Forecasting 70 MAPE 72 Selecting Forecasting Programs 77 Problems 78 SALES MANAGEMENT RESOURCE: SALES FORCE INVESTMENT AND BUDGETING 80 Sales Force Investment 80 Developing a Sales Budget 88 f]\| SALES OPPORTUNITY MANAGEMENT 93 Prioritizing Opportunities at Hill Rom 93 A Process for Generating New Accounts 95 Managing Existing Accounts 99 Strategic Action Competency: "Dell On Line" 101 Strategic Action Competency: "Firing Some of Your Customers" 102 Team Building Competency: "How Cisco is Partnering to Reach New Customers" 103 Team Exercise: "Working Hard or Working Smart?" Coaching Competency: "Intel: Salespeople Who Don't Call on Customers" 107 Sales Versus Profits 109 Team Exercise: "Destructive Discounting" 110 Time Management 111 Featured Case: D M Insurance: "Lead Generation" 118 fj ACCOUNT RELATIONSHIP MANAGEMENT 120 Growing the Relationship 120 Purchasing Process 122 Buying Center 127 Coaching Competency: "High Test Safety Shoes Company" 129 Team Exercise: "Different Strokes" 130 Evolution of Relationships 130 Relationship Binders 131 Team Exercise: "A Favor" 132 Global Perspective Competency: "National Culture and Selling in France" 133 Strategic Action Competency: "Eastman Kodak and IBM" 136 Featured Case: D M Insurance: "A Customer Request" Q CUSTOMER INTERACTION MANAGEMENT 141 A Thirty Million Dollar Sale 141 Basic Types of Selling Models 143 Pre Interaction Phase: Planning Skills 145 The Interaction Phase 148 Self Management Competency: "You're Not Prepared! You Don't Listen! You Promised!" 148 Team Exercise: "Relating Skills" 151 Needs Discovery Skills 151 Team Building Competency: "It Takes More Than One Person" 152 Technology Competency: "Five Weeks or a Few Minutes?" 156 Post Interaction Phase 159 Global Perspective Competency: "A Longer Selling Cycle" 161 Team Exercise: "Unkept Promise" 161 Featured Case: D M Insurance: "A Vendor Problem" 164 fl SALES FORCE ORGANIZATION 166 Xerox Reorganizes 166 Generalist Versus Specialist Structures 168 Strategic Action Competency: "When Computers Become Commodities" 172 Team Exercise: "The Optimal Sales Organization" 174 Strategic Account Management Program 175 Strategic Action Competency: "CRI: Eliminating Some Customers" 176 Telemarketing 178 Some Additional Issues 180 Independent Sales Agents 181 Emerging Sales Force Organization Issues 183 Team Building: "Procter Gamble and Wal Mart" 185 Global Perspective Competency: "Can We Do Your Manufacturing?" 186 Team Exercise: "A Global Assignment" 186 Self Management Competency: "Emerging Sales Competency Study" 188 Featured Case: D M Insurance: "A Special Assignment" 191 MANAGEMENT RESOURCE: TERRITORY DESIGN 192 Three Reasons Why Proper Territory Alignment is Important 192 When Do Territories Need to Be Realigned? 194 Territory Design Procedures 195 Designing Territories by Computer 203 n RECRUITING AND SELECTING PERSONNEL 206 Prudential's Recruiting Process 206 Planning Process 208 Team Exercise: "Turnover and Counteroffers" 209 Technology Competency: "Minimizing Turnover with Sales Force Automation" 210 Strategic Action Competency: "Finding and Attracting the Best at Cisco Systems" 210 Self Management Competency: "Understanding Your Tendencies" 215 Recruiting 216 Selecting Prospects 219 Team Exercise: "Questions About Interviewers" 223 Validating the Hiring Process 230 Global Perspective Competency: "Selling Overseas Is a Complex Endeavor" 231 Featured Case: D M Insurance: "Hiring Pressures"" 234 Q SALES TRAINING 235 ¦" Sales Training Goes Digital 235 Why Train Salespeople? 237 Planning for Sales Training 239 Team Exercise: "Sales Training for Profits" 240 Strategic Action Competency: "Getting Customers into the Act" 240 Team Exercise: "Veteran Salespeople's Resistance to Training" 244 Self Management Competency: "Whirlpool Gets Real with Customers" 245 Technology Competency: "Intranet Savings in Sales Training" 250 Team Building Competency: "Getting Past the Review Board" 251 Featured Case: D M Insurance: "Training Woes" 256 Q LEADERSHIP 258 Leading the Independent Spirit 258 Leadership 259 Self Management Competency: "Sales Management Training for Sales Managers" 260 Strategic Action Competency: "Power to the People" 262 Team Exercise: "Avoiding a Bidding War" 264 Effective Leadership Styles 264 Team Building 266 Team Building Competency: "The Case for Effective Team Building" 267 Team Exercise: "Thanks for the Memories" 268 Coaching 269 Sales Meetings 271 Sales Force Personnel Issues 273 Featured Case: D M Insurance: "Confidential Documents" 280 f?\ ETHICAL LEADERSHIP 281 Why Ethics are Important 281 Principles of Ethical Decision Making 282 Self Management Competency: "Just Say Anything?" 283 Global Perspective Competency: "Overseas Ethical Dilemmas" 285 Making Decisions on Ethical Problems 286 Common Sales Ethics Issues 288 Team Exercise: "Customer Gifts versus Company Policy" 289 Team Exercise: "Special Support" 291 Strategic Action Competency: "TAP Pharmaceutical's Unethical Selling Culture" 292 Whistle Blowing 293 Government Regulation 294 Building a Sales Ethics Program 295 Featured Case: D M Insurance: "Overhead Trade Secrets" 299 f*l MOTIVATING SALESPEOPLE 300 The Drive to Excel 300 What is Motivation? 301 Global Perspective Competency: "Cultural Differences in Motivating Japanese Salespeople" 304 A Model of Motivation 306 Team Exercise: "Expectancy Theory" 309 Self Management 309 Quotas 310 Team Exercise: "Sales and the Web" 314 Incentive Programs 315 Recognition Programs 317 Coaching Competency: "Why Incentive Plans Cannot Work" 319 Featured Case: D M Insurance: "Motivation and Role Conflict" 323 Q COMPENSATING SALESPEOPLE 324 Compensation Objectives 324 Compensation Methods 326 Coaching Competency: "Warning: Pay Change on the Way" 333 Team Exercise: "Changing Sales Compensation Plans" 334 Team Building Competency: "Xerox's Team Focused Pay Plan" 335 Team Exercise: "Incentives for Team Selling" 336 Expense Accounts and Benefits 337 Strategic Action Competency: "Aligning Compensation with Strategy" 338 Assembling the Plan 340 Evaluating the Plan 341 Technology Competency: "Maximizing the Payoff from Information Technology" 341 Featured Case: D M Insurance: "The Elusive Commission—Now You See It, Now You Don't" 346 Q EVALUATING PERFORMANCE 348 Sales Performance Review 348 The Big Picture 350 Expense Analysis 352 Evaluating Salespeople 353 Team Exercise: "Evaluating for Profit" 353 Behavior Based Evaluation 354 Using Behavior Based Systems 355 Team Exercise: "Reaching Out Beyond Sales Quotas" 356 Technology Competency: "Internet Shifts in Monitoring Salesperson Activities" 356 Team Building Competency: "Management by Objectives" 357 Result Based Evaluations 358 Using Models for Evaluation 360 Coaching Competency: "Squashing the Quota System" 365 Featured Case: D M Insurance: "Missed Quota" 370 REFERENCES 371 CASE ANALYSIS 389 1 The Case Method 391 2 Abbott Inc. 394 3 Adams Brands 397 4 Akili Systems Group 402 5 American Mutual Funds: Retail Services Division 408 6 Arapahoe Pharmaceutical Company 419 7 Atomic Company 424 8 Bates Industrial Supply 428 9 Carrington Furniture. Inc. (A) 430 10 Carrington Furniture. Inc. (B) 437 1 1 Dave MacDonald's Ethical Dilemmas 439 12 First National Bank 443 13 General Electric Appliances 450 14 Hanover Bates Chemical Corporation 458 15 Inject Plastics 461 16 Jefferson Pilot Corporation 464 17 Karo Lee Corporation 475 18 The Optiks Corporation 478 19 Parker Computer 486 20 Power and Motion Industrial Supply 487 21 Rick Fire 491 22 Romano Pitesti 497 23 Sandwell Paper Company 500 24 Waverider Communications, Inc. 507 25 Winston Liu, Bookman 519 26 York Electronics 521 Credits 525 Key Term and Subject Index 529 Author Index 537 Company Index 541 Case Index 543
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spelling	Cron, William L. Verfasser aut Dalrymple's sales management William L. Cron ; Thomas E. DeCarlo Sales management 9. ed. Hoboken, NJ Wiley 2006 XX, 543 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Bis 8. Aufl. u.d.T.: Dalrymple, Douglas J.: Sales management Sales Management Case studies Verkauf (DE-588)4117346-6 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf (DE-588)4522595-3 Fallstudiensammlung gnd-content Verkauf (DE-588)4117346-6 s Management (DE-588)4037278-9 s DE-604 De Carlo, Thomas E. Verfasser aut Dalrymple, Douglas J. Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=014665962&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis
spellingShingle	Cron, William L. De Carlo, Thomas E. Dalrymple's sales management Sales Management Case studies Sales management Verkauf (DE-588)4117346-6 gnd Management (DE-588)4037278-9 gnd
subject_GND	(DE-588)4117346-6 (DE-588)4037278-9 (DE-588)4522595-3
title	Dalrymple's sales management
title_alt	Sales management
title_auth	Dalrymple's sales management
title_exact_search	Dalrymple's sales management
title_exact_search_txtP	Dalrymple's sales management
title_full	Dalrymple's sales management William L. Cron ; Thomas E. DeCarlo
title_fullStr	Dalrymple's sales management William L. Cron ; Thomas E. DeCarlo
title_full_unstemmed	Dalrymple's sales management William L. Cron ; Thomas E. DeCarlo
title_short	Dalrymple's sales management
title_sort	dalrymple s sales management
topic	Sales Management Case studies Sales management Verkauf (DE-588)4117346-6 gnd Management (DE-588)4037278-9 gnd
topic_facet	Sales Management Case studies Sales management Verkauf Management Fallstudiensammlung
url	http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=014665962&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
work_keys_str_mv	AT cronwilliaml dalrymplessalesmanagement AT decarlothomase dalrymplessalesmanagement AT dalrympledouglasj dalrymplessalesmanagement AT cronwilliaml salesmanagement AT decarlothomase salesmanagement AT dalrympledouglasj salesmanagement

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