Verfügbarkeit: ABC's of relationship selling through service

ABC's of relationship selling through service:

Gespeichert in:

Bibliographische Detailangaben
1. Verfasser:	Futrell, Charles M. (VerfasserIn)
Format:	Buch
Sprache:	English
Veröffentlicht:	Boston [u.a.] McGraw-Hill 2009
Ausgabe:	10th ed., internat. ed.
Online-Zugang:	Inhaltsverzeichnis Inhaltsverzeichnis
Beschreibung:	XXXII, 538 S. Ill., graph. Darst.
ISBN:	0071263500 9780071263504 0071107762 9780071107761

Internformat

MARC


LEADER	00000nam a2200000zc 4500
001	BV036446867
003	DE-604
005	20100715
007	t
008	100510s2009 ad\|\| \|\|\|\| 00\|\|\| eng d
020			\|a 0071263500 \|9 0-07-126350-0
020			\|a 9780071263504 \|9 978-0-07-126350-4
020			\|a 0071107762 \|9 0-07-110776-2
020			\|a 9780071107761 \|9 978-0-07-110776-1
035			\|a (OCoLC)254933997
035			\|a (DE-599)GBV562279555
040			\|a DE-604 \|b ger
041	0		\|a eng
049			\|a DE-11
082	0		\|a 658.85
084			\|a QP 621 \|2 sdnb
100	1		\|a Futrell, Charles M. \|e Verfasser \|4 aut
245	1	0	\|a ABC's of relationship selling through service \|c Charles M. Futrell
250			\|a 10th ed., internat. ed.
264		1	\|a Boston [u.a.] \|b McGraw-Hill \|c 2009
300			\|a XXXII, 538 S. \|b Ill., graph. Darst.
336			\|b txt \|2 rdacontent
337			\|b n \|2 rdamedia
338			\|b nc \|2 rdacarrier
856	4		\|u http://www.gbv.de/dms/zbw/562279555.pdf \|z lizenzfrei \|3 Inhaltsverzeichnis
856	4	2	\|m GBV Datenaustausch \|q application/pdf \|u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=020319100&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA \|3 Inhaltsverzeichnis
999			\|a oai:aleph.bib-bvb.de:BVB01-020319100

Datensatz im Suchindex

_version_	1804142931943096320
adam_text	ABC S OF RELATIONSHIP THROUGH S E R V I C E LOE CHARLES M. FUTRELL TEXAS A&M UNIVERSITY F LI N 3* BOSTON BURR RIDGE, IL DUBUQUE, IA MADISON, WL NEW YORK SAN FRANCISCO ST. LOUIS BANGKOK BOGOTA CARACAS KUALA LUMPUR LISBON LONDON MADRID MEXICO CITY MILAN MONTREAL NEW DELHI SANTIAGO SEOUL SINGAPORE SYDNEY TAIPEI TORONTO J SELLING AS A PROFESSION 2 1 THE LIFE, TIMES, AND CAREER OF THE PROFESSIONAL SALESPERSON 4 2 ETHICS FIRST. . . THEN CUSTOMER RELATIONSHIPS 44 11 WELCOME YOUR PROSPECT S OBJECTIONS 336 12 CLOSING BEGINS THE RELATIONSHIP 372 13 SERVICE AND FOLLOW-UP FOR CUSTOMER RETENTION 406 PREPARATION FOR RELATIONSHIP SELLING 80 3 THE PSYCHOLOGY OF SELLING: WHY PEOPLE BUY 82 4 COMMUNICATION FOR RELATIONSHIP BUILDING: IT S NOT ALL TALK 118 5 SALES KNOWLEDGE: CUSTOMERS, PRODUCTS, TECHNOLOGIES 150 THE RELATIONSHIP SELLING PROCESS 192 6 PROSPECTINGTHE LIFEBLOOD OF SELLING 194 7 PLANNING THE SALES CALL IS A MUST! 222 8 CAREFULLY SELECT WHICH SALES PRESENTATION METHOD TO USE 246 9 BEGIN YOUR PRESENTATION STRATEGICALLY 272 10 ELEMENTS OF A GREAT SALES PRESENTATION 304 TIME AND TERRITORY MANAGEMENT: KEYS TO SUCCESS 434 14 TIME, TERRITORY, AND SELF-MANAGEMENT: KEYS TO SUCCESS 436 APPENDIX A SALES CALL ROLE-PLAYS 459 APPENDIX B PERSONAL SELLING EXPERIENTIAL EXERCISES 469 APPENDIX C SELLING GLOBALLY 487 APPENDIX D ANSWERS TO CROSSWORD PUZZLES 497 GLOSSARY OF SELLING TERMS 502 NOTES 512 PHOTO CREDITS 516 -V SELLING AS A PROFESSION CHAPTER 1 THE LIFE, TIMES, AND CAREER OF THE PROFESSIONAL SALESPERSON 4 WHAT IS THE PURPOSE OF BUSINESS? 5 THE PRIMARY GOAL OF BUSINESS 5 MARKETING S DEFINITION 6 ESSENTIALS OF A FIRM S MARKETING EFFORT 6 PRODUCT: IT S MORE THAN YOU THINK 6 PRICE: IT S IMPORTANT TO SUCCESS 6 DISTRIBUTION: IT HAS TO BE AVAILABLE 7 PROMOTION: YOU HAVE TO TELL PEOPLE ABOUT IT 7 WHAT IS SELLING? 7 PERSONAL SELLING TODAY 7 HOW SOME SALESPEOPLE ARE VIEWED 8 WHAT ABOUT YOU? 8 A NEW DEFINITION OF PERSONAL SELLING 8 THINK OF YOUR GRANDMOTHER 8 THE GOLDEN RULE OF PERSONAL SELLING 9 SALESPERSON DIFFERENCES 10 EVERYBODY SELLS! 10 WHAT SALESPEOPLE ARE PAID TO DO 11 WHY CHOOSE A SALES CAREER? 11 SERVICE: HELPING OTHERS 11 A VARIETY OF SALES JOBS ARE AVAILABLE 11 FREEDOM OF ACTION: YOU RE ON YOUR OWN 15 JOB CHALLENGE IS ALWAYS THERE 15 OPPORTUNITIES FOR ADVANCEMENT ARE GREAT 15 REWARDS: THE SKY S THE LIMIT 16 YOU CAN MOVE QUICKLY INTO MANAGEMENT 17 IS A SALES CAREER RIGHT FOR YOU? 17 A SALES MANAGER S VIEW OF THE RECRUIT 18 SUCCESS IN SELLINGWHAT DOES IT TAKE? 18 SSUCCESS BEGINS WITH LOVE 18 SSERVICE TO OTHERS 18 UUSE THE GOLDEN RULE OF SELLING 18 CCOMMUNICATION ABILITY J 18 CCHARACTERISTICS FOR THE JOB 19 EEXCELS AT STRATEGIC THINKING 19 SSALES KNOWLEDGE AT THE M.D. LEVEL 19 SSTAMINA FOR THE CHALLENGE 20 CCHARACTERISTICS FOR THE JOB EXAMINED 20 CARING, JOY, HARMONY 20 PATIENCE, KINDNESS, MORAL ETHICS 21 FAITHFUL, FAIR, SELF-CONTROLL 21 DO SUCCESS CHARACTERISTICS DESCRIBE YOU? 23 RELATIONSHIP SELLING 23 SALES JOBS ARE DIFFERENT 24 WHAT DOES A PROFESSIONAL SALESPERSON DO? 25 REFLECT BACK 27 THE FUTURE FOR SALESPEOPLE 28 LEARNING SELLING SKILLS 28 PREPARING FOR THE 21 ST CENTURY 29 ETHICAL MEGATREND SHAPING SALES AND BUSINESS 29 E-SELLING: TECHNOLOGY AND INFORMATION BUILD RELATIONSHIPS 30 SELLING IS FOR LARGE AND SMALL ORGANIZATIONS 31 THE PLAN OF THIS TEXTBOOK 32 BUILDING RELATIONSHIPS THROUGH THE SALES PROCESS 32 SUMMARY OF MAJOR SELLING ISSUES 33 KEY TERMS FOR SELLING 34 SALES APPLICATION QUESTIONS 34 FURTHER EXPLORING THE SALES WORLD 35 SELLING EXPERIENTIAL EXERCISE: AEROBIC, STRENGTH, AND FLEXIBILITY EXERCISE GUIDELINES 35 CROSSWORD OF SELLING TERMS: SELLING AS A . PROFESSION 36 CASE 1.1 WHAT THEY DIDN T TEACH US IN SALES CLASS 37 CHAPTER 1 APPENDIX: THE GOLDEN RULE OF PERSONAL SELLING AS TOLD BY A SALESPERSON 39 CHAPTER 2 ETHICS FIRST... THEN CUSTOMER RELATIONSHIPS 44 SOCIAL, ETHICAL, AND LEGAL INFLUENCES 45 MANAGEMENT S SOCIAL RESPONSIBILITIES 45 ORGANIZATIONAL STAKEHOLDERS 46 AN ORGANIZATION S MAIN RESPONSIBILITIES 47 HOW TO DEMONSTRATE SOCIAL RESPONSIBILITY 48 XXI XXII CONTENTS WHAT INFLUENCES ETHICAL BEHAVIOR? 49 THE INDIVIDUAL S ROLE 49 THE ORGANIZATION^ ROLE 50 ARE THERE ANY ETHICAL GUIDELINES? 50 WHAT DOES THE RESEARCH SAY? 51 WHAT DOES ONE DO? 51 IS YOUR CONSCIENCE RELIABLE? 51 SOURCES OF SIGNIFICANT INFLUENCE 51 THREE GUIDELINES FOR MAKING ETHICAL DECISIONS 52 WILL THE GOLDEN RULE HELP? 53 MANAGEMENT S ETHICAL RESPONSIBILITIES 53 WHAT IS ETHICAL BEHAVIOR? 54 WHAT IS AN ETHICAL DILEMMA? 54 ETHICS IN DEALING WITH SALESPEOPLE 55 LEVEL OF SALES PRESSURE 55 DECISIONS AFFECTING TERRITORY 56 TO TELL THE TRUTH? 56 THE 111 SALESPERSON 56 EMPLOYEE RIGHTS 57 SALESPEOPLE S ETHICS IN DEALING WITH THEIR EMPLOYERS 59 MISUSING COMPANY ASSETS 59 MOONLIGHTING 59 CHEATING 59 AFFECTING OTHER SALESPEOPLE 60 TECHNOLOGY THEFT 60 ETHICS IN DEALING WITH CUSTOMERS 60 BRIBES 60 MISREPRESENTATION 60 PRICE DISCRIMINATION 65 TIE-IN SALES 65 EXCLUSIVE DEALERSHIP 65 RECIPROCITY 65 SALES RESTRICTIONS 65 THE INTERNATIONAL SIDE OF ETHICS 66 MANAGING SALES ETHICS 66 FOLLOW THE LEADER 67 LEADER SELECTION IS IMPORTANT 67 ESTABLISH A CODE OF ETHICS 67 CREATE ETHICAL STRUCTURES 68 ENCOURAGE WHISTLE-BLOWING 68 CREATE AN ETHICAL SALES CLIMATE 68 ESTABLISH CONTROL SYSTEMS 68 ETHICS IN BUSINESS AND SALES 68 HELPFUL HINTS TO MAKING CAREER DECISIONS 69 DO YOUR RESEARCH! 69 THE TREE OF BUSINESS LIFE 72 ETHICS RULE BUSINESS 73 SUMMARY OF MAJOR SELLING ISSUES 73 KEY TERMS FOR SELLING 74 SALES APPLICATION QUESTIONS 74 FURTHER EXPLORING THE SALES WORLD 74 SELLING EXPERIENTIAL EXERCISE 75 CROSSWORD OF SELLING TERMS: ETHICS FIRST... THEN CUSTOMER RELATIONSHIPS 76 CASES 2.1 ETHICAL SELLING AT PERFECT SOLUTIONS: THE CASE OF THE DELAYED PRODUCT 78 2.2 SALES HYPE: TO TELL THE TRUTH OR STRETCH IT, THAT IS THE QUESTION 79 SELLING CHAPTER 3 THE PSYCHOLOGY OF SELLING: WHY PEOPLE BUY 82 THE TREE OF BUSINESS LIFE: BENEFITS 83 WHY PEOPLE BUYTHE BLACK BOX APPROACH 83 PSYCHOLOGICAL INFLUENCES ON BUYING 84 MOTIVATION TO BUY MUST BE THERE 84 ECONOMIC NEEDS: THE BEST VALUE FOR THE MONEY 84 AWARENESS OF NEEDS: SOME BUYERS ARE UNSURE 85 A FAFIULOUS APPROACH TO BUYER NEED SATISFACTION 86 THE PRODUCT S FEATURES: SO WHAT? 86 THE PRODUCT S ADVANTAGES: PROVE IT! 86 THE PRODUCT S BENEFITS: WHAT S IN IT FOR ME? 87 HOW TO DETERMINE IMPORTANT BUYING NEEDSA KEY TO SUCCESS 89 THE TRIAL CLOSEA GREAT WAY TO UNCOVER NEEDS AND SELL 90 SELL SEQUENCE 91 YOUR BUYER S PERCEPTION 93 PERCEPTIONS, ATTITUDES, AND BELIEFS 94 EXAMPLE OF A BUYER S MISPERCEPTIONS 95, THE BUYER S PERSONALITY SHOULD BE CONSIDERED 96 SELF-CONCEPT 96 ADAPTIVE SELLING BASED ON BUYER S STYLE 97 PERSONALITY TYPING 97 ADAPT YOUR PRESENTATION TO THE BUYER S STYLE 97 WHAT IS YOUR STYLE? 100 YOU CAN CLASSIFY BUYING SITUATIONS 100 SOME DECISIONS ARE ROUTINE 100 SOME DECISIONS ARE LIMITED .101 SOME DECISIONS ARE EXTENSIVE 101 TECHNOLOGY PROVIDES INFORMATION 101 CONTENTS XXIII VIEW BUYERS AS DECISION MAKERS 102 NEED AROUSAL 102 COLLECTION OF INFORMATION 103 INFORMATION EVALUATION 103 PURCHASE DECISION 104 POSTPURCHASE 105 * - SATISFIED CUSTOMERS ARE EASIER TO SELL TO 106 TO BUY OR NOT TO BUYA CHOICE DECISION 106 SUMMARY OF MAJOR SELLING ISSUES 108 KEY TERMS FOR SELLING 109 SALES APPLICATION QUESTIONS 109 FURTHER EXPLORING THE SALES WORLD 113 STUDENT APPLICATION LEARNING EXERCISES (SALES) 113 SALE 1 OF 7CHAPTER 3 113 SELLING EXPERIENTIAL EXERCISE: IS ORGANIZATIONAL SELLING FOR YOU? 113 CROSSWORD OF SELLING TERMS: THE PSYCHOLOGY OF SELLING: WHY PEOPLE BUY 114 CASES 3.1 ECONOMY CEILING FANS, INC. 116 3.2 MCDONALD S FORD DEALERSHIP 116 CHAPTER 4 COMMUNICATION FOR RELATIONSHIP BUILDING: IT S NOT ALL TALK 118 THE TREE OF BUSINESS LIFE: COMMUNICATION 119 COMMUNICATION: IT TAKES TWO 120 SALESPERSON-BUYER COMMUNICATION PROCESS REQUIRES FEEDBACK 120 NONVERBAL COMMUNICATION: WATCH FOR IT 122 CONCEPT OF SPACE 122 COMMUNICATION THROUGH APPEARANCE AND THE HANDSHAKE 123 BODY LANGUAGE GIVES YOU CLUES 126 BARRIERS TO COMMUNICATION 130 MASTER PERSUASIVE COMMUNICATION TO MAINTAIN CONTROL 131 FEEDBACK GUIDES YOUR PRESENTATION 132 REMEMBER THE TRIAL CLOSE 132 EMPATHY PUTS YOU IN YOUR CUSTOMER S SHOES 132 KEEP IT SIMPLE 133 CREATING MUTUAL TRUST DEVELOPS FRIENDSHIP 134 LISTENING CLUES YOU IN 134 YOUR ATTITUDE MAKES THE DIFFERENCE 137 PROOF STATEMENTS MAKE YOU BELIEVABLE 138 SUMMARY OF MAJOR SELLING ISSUES 138 KEY TERMS FOR SELLING 139 SALES APPLICATION QUESTIONS 139 FURTHER EXPLORING THE SALES WORLD 141 SELLING EXPERIENTIAL EXERCISE: LISTENING SELF-INVENTORY 141 CROSSWORD OF SELLING TERMS: COMMUNICATION FOR RELATIONSHIP BUILDING: IT S NOT ALL TALK 142 CASES 4.1 SKAGGS MANUFACTURING 143 4.2 ALABAMA OFFICE SUPPLY 144 4.3 VERNEX, INC. 144 CHAPTER 4 APPENDIX: DRESS FOR SUCCESS . . . AND TO IMPRESS FOR BUSINESS PROFESSIONAL AND CASUAL OCCASIONS! 146 CHAPTER 5 SALES KNOWLEDGE: CUSTOMERS, PRODUCTS, TECHNOLOGIES 150 THE TREE OF BUSINESS LIFE: KNOWLEDGE 151 SOURCES OF SALES KNOWLEDGE 151 KNOWLEDGE BUILDS RELATIONSHIPS 152 KNOWLEDGE INCREASES CONFIDENCE IN SALESPEOPLE... 152 . . . AND IN BUYERS 152 RELATIONSHIPS INCREASE SALES 153 KNOW YOUR CUSTOMERS 153 KNOW YOUR COMPANY 153 GENERAL COMPANY INFORMATION 153 KNOW YOUR PRODUCT 154 KNOW YOUR RESELLERS 155 ADVERTISING AIDS SALESPEOPLE 155 TYPES OF ADVERTISING DIFFER 156 WHY SPEND MONEY ON ADVERTISING? 157 SALES PROMOTION GENERATES SALES 158 POINT-OF-PURCHASE DISPLAYS: GET THEM OUT THERE 158 SHELF POSITIONING IS IMPORTANT TO YOUR SUCCESS 158 PREMIUMS 159 WHAT S IT WORTH? PRICING YOUR PRODUCT 159 KNOW YOUR COMPETITION, INDUSTRY, AND ECONOMY 160 PERSONAL COMPUTERS AND SELLING 162 KNOWLEDGE OF TECHNOLOGY ENHANCES SALES AND CUSTOMER SERVICE 162 PERSONAL PRODUCTIVITY 163 COMMUNICATIONS WITH CUSTOMERS AND EMPLOYER 165 CUSTOMER ORDER PROCESSING AND SERVICE SUPPORT 166 SALES: INTERNET AND THE WORLD WIDE WEB 167 THE INTERNET 168 WORLD WIDE WEB 168 GLOBAL TECHNOLOGY PROVIDES SERVICE 169 TECHNOLOGY ETIQUETTE 169 NETIQUETTE 169 CELL PHONES 170 XXIV CONTENTS VOICE MAIL 171 FAXES 171 SPEAKERPHONES AND CONFERENCE CALLS 171 SUMMARY OF MAJOR SELLING ISSUES 171 KEY TERMS FOR SELLING 172 SALES APPLICATION QUESTIONS 172 FURTHER EXPLORING THE SALES WORLD 173 SELLING EXPERIENTIAL EXERCISE: HOW IS YOUR SELF- CONFIDENCE? 174 CROSSWORD OF SELLING TERMS: SALES KNOWLEDGE: CUSTOMERS, PRODUCTS, TECHNOLOGIES 174 CHAPTER 5 APPENDIX: SALES ARITHMETIC AND PRICING TYPES OF PRICES 176 DISCOUNTS LOWER THE PRICE 177 QUANTITY DISCOUNTS: BUY MORE, PAY LESS 177 CASH DISCOUNTS ENTICE THE CUSTOMER TO PAY ON TIME TRADE DISCOUNTS ATTRACT CHANNEL MEMBERS ATTENTION 178 CONSUMER DISCOUNTS INCREASE SALES 179 RESELLERS: MARKUP AND PROFIT 179 MARKUP AND UNIT PRICE 180 MARKUP AND RETURN ON INVESTMENT 181 ORGANIZATIONS: VALUE AND ROI 182 COMPARE PRODUCT COSTS TO TRUE VALUE 183 UNIT COSTS BREAK PRICE DOWN 184 RETURN ON INVESTMENT IS LISTENED TO 184 KEY TERMS FOR SELLING 185 SALES APPLICATION QUESTIONS 185 STUDENT APPLICATION LEARNING EXERCISES (SALES) 186 SALE 2 OF 7CHAPTER 5 186 CROSSWORD OF SELLING TERMS: SALES ARITHMETIC AND PRICING 187 CASES 5A.1 CLAIRE COSMETICS . 188 5A.2 MCBATH WOMEN S APPAREL 188 5A.3 ELECTRIC GENERATOR CORPORATION 189 5A.4 FRANK S DRILLING SERVICE 190 5A.5 FRUITFRESH, INC. 190 C PROCESS CHAPTER 6 PROSPECTINGTHE LIFEBLOOD OF SELLING 194 THE TREE OF BUSINESS LIFE: PROSPECTING 195 THE SALES PROCESS HAS 10 STEPS 196 STEPS BEFORE THE SALES PRESENTATION 196 PROSPECTINGTHE LIFEBLOOD OF SELLING 197 THE LEAKING BUCKET CUSTOMER CONCEPT 198 WHERE TO FIND PROSPECTS 198 PLANNING A PROSPECTING STRATEGY 198 PROSPECTING METHODS 199 E-PROSPECTING ON THE WEB 199 COLD CANVASSING 200 ENDLESS CHAIN CUSTOMER REFERRAL 200 ORPHANED CUSTOMERS 201 SALES LEAD CLUBS 201 176 GET LISTS OF PROSPECTS 201 BECOME AN EXPERTGET PUBLISHED 202 PUBLIC EXHIBITIONS AND DEMONSTRATIONS 202 CENTER OF INFLUENCE 203 178 DIRECT MAIL 204 TELEPHONE AND TELEMARKETING 204 OBSERVATION 205 NETWORKING 205 PROSPECTING GUIDELINES 207 REFERRALS USED IN MOST PROSPECTING METHODS 207 THE PROSPECT POOL 207 THE REFERRAL CYCLE 208 THEPARALLEL REFERRAL SALE 208 THE SECRET IS TO ASK CORRECTLY 208 THE PREAPPROACH 209 THE PRESENTATION 210 PRODUCT DELIVERY 211 SERVICE AND FOLLOW-UP 211 DON T MISTREAT THE REFERRAL 212 CALL RELUCTANCE COSTS YOU MONEY!. 212 OBTAINING THE SALES INTERVIEW 213 THE BENEFITS OF APPOINTMENT MAKING 213 WIRELESS E-MAIL HELPS YOU KEEP IN CONTACT AND PROSPECT 216 SUMMARY OF MAJOR SELLING ISSUES 216 KEY TERMS FOR SELLING 218 SALES APPLICATION QUESTIONS 218 FURTHER EXPLORING THE SALES WORLD 218 SELLING EXPERIENTIAL EXERCISE: YOUR ATTITUDE TOWARD SELLING 218 CROSSWORD OF SELLING TERMS: PROSPECTINGTHE LIFEBLOOD OF SELLING 219 CASES 6.1 CANADIAN EQUIPMENT CORPORATION 220 6.2 MONTREAL SATELLITES 220 CHAPTER 7 PLANNING THE SALES CALL IS A MUST! 222 THE TREE OF BUSINESS LIFE: PLANNING 223 BEGIN YOUR PLAN WITH PURPOSE! 223 7 CONTENTS XXV PLAN TO ACHIEVE YOUR PURPOSE 223 WHAT S A PLAN? 224 WHAT IS SUCCESS? 224 STRATEGIC CUSTOMER SALES PLANNINGTHE PREAPPROACH 226 STRATEGIC NEEDS 227 CREATIVE SOLUTIONS 227 MUTUALLY BENEFICIAL AGREEMENTS 227 THE CUSTOMER RELATIONSHIP MODEL 227 : REASONS FOR PLANNING THE SALES CALL 228 ELEMENTS OF SALES CALL PLANNING 229 ALWAYS HAVE A SALES CALL OBJECTIVE 229 THE PROSPECT S MENTAL STEPS 235 ATTENTION 236 INTEREST 236 DESIRE 236 CONVICTION 236 PURCHASE OR ACTION 236 OVERVIEW OF THE SELLING PROCESS 236 SUMMARY OF MAJOR SELLING ISSUES 237 KEY TERMS FOR SELLING 238 SALES APPLICATION QUESTIONS 238 FURTHER EXPLORING THE SALES WORLD 239 SELLING EXPERIENTIAL EXERCISE: SMART COURSE OBJECTIVE SETTING 240 STUDENT APPLICATION LEARNING EXERCISES (SALES) 241 SALE 3 OF 7CHAPTER 7 241 CROSSWORD OF SELLING TERMS: PLANNING THE SALES CALL IS A MUST! 242 CASES 7.1 MS. HANSEN S MENTAL STEPS IN BUYING YOUR PRODUCT 243 7.2 MACHINERY LUBRICANTS, INC. 244 7.3 TELEMAX, INC. 244 CHAPTER 8 CAREFULLY SELECT WHICH SALES PRESENTATION METHOD TO USE 246 THE TREE OF BUSINESS LIFE: PRESENTATION 247 SALES PRESENTATION STRATEGY 248 SALES PRESENTATION METHODSSELECT ONE CAREFULLY 249 THE MEMORIZED SALES PRESENTATION 249 THE FORMULA PRESENTATION 251 THE NEED-SATISFACTION PRESENTATION 253 . THE PROBLEM-SOLUTION PRESENTATION 256 COMPARISON OF PRESENTATION METHODS 256 WHAT IS THE BEST PRESENTATION METHOD? 257 THE GROUP PRESENTATION 257 GIVE A PROPER INTRODUCTION 258 C ESTABLISH CREDIBILITY 258 PROVIDE AN ACCOUNT LIST 258 STATE YOUR COMPETITIVE ADVANTAGES 258 GIVE QUALITY ASSURANCES AND QUALIFICATIONS 258 CATER TO THE GROUP S BEHAVIORAL STYLE 258 NEGOTIATING SO EVERYONE WINS 260 PHASES OF NEGOTIATION 261 SALES PRESENTATIONS GO HIGH-TECH 263 SELECT THE PRESENTATION METHOD, THEN THE APPROACH 263 LET S REVIEW BEFORE MOVING ON! 264 WHAT S IMPORTANT TO KNOW? 264 THE GOLDEN RULE MAKES SENSE 265 DALE CARNEGIE GIVES A WORD OF WARNING! 265 SUMMARY OF MAJOR SELLING ISSUES 266 KEY TERMS FOR SELLING 267 SALES APPLICATION QUESTIONS 267 FURTHER EXPLORING THE SALES WORLD 267 SELLING EXPERIENTIAL EXERCISE: WHAT ARE YOUR NEGOTIATION SKILLS? 267 CROSSWORD OF SELLING TERMS: CAREFULLY SELECT WHICH SALES PRESENTATION TO USE 268 CASES 8.1 CASCADE SOAP COMPANY 269 8.2 A RETAIL SALES PRESENTATION 269 8.3 NEGOTIATING WITH A FRIEND 271 CHAPTER 9 BEGIN YOUR PRESENTATION STRATEGICALLY 272 THE TREE OF BUSINESS LIFE: THE BEGINNING 273 WHAT IS THE APPROACH? 274 THE RIGHT TO APPROACH 275 THE APPROACHOPENING THE SALES PRESENTATION 275 YOUR ATTITUDE DURING THE APPROACH 275 THE FIRST IMPRESSION YOU MAKE IS CRITICAL TO SUCCESS 277 , APPROACH TECHNIQUES AND OBJECTIVES 278 SMALL TALK WARMS EM UP 278,, THE SITUATIONAL APPROACH 278 OPENING WITH STATEMENTS 279 DEMONSTRATION OPENINGS 281 OPENING WITH QUESTIONS 282 TECHNOLOGY IN THE APPROACH 289 IS THE APPROACH IMPORTANT? 289 USING QUESTIONS RESULTS IN SALES SUCCESS 290 THE DIRECT QUESTION 290 THE NONDIRECTIVE QUESTION 291 THE REPHRASING QUESTION 291 THE REDIRECT QUESTION 291 THREE RULES FOR USING QUESTIONS 292 : IS THE PROSPECT STILL NOT LISTENING? 293 BE FLEXIBLE IN YOUR APPROACH 293 XXVI CONTENTS SUMMARY OF MAJOR SELLING ISSUES 294 KEY TERMS FOR SELLING 295 SALES APPLICATION QUESTIONS 295 FURTHER EXPLORING THE SALES WORLD 297 SELLING EXPERIENTIAL EXERCISE: PLAN YOUR APPEARANCEIT PROJECTS YOUR IMAGE! 297 CROSSWORD OF SELLING TERMS: BEGIN YOUR PRESENTATION STRATEGICALLY 298 STUDENT APPLICATION LEARNING EXERCISES (SALES) 299 SALE 4 OF 7CHAPTER 9 299 CASES 9.1 THE THOMPSON COMPANY 300 9.2 THE COPY CORPORATION 300 9.3 ELECTRONIC OFFICE SECURITY CORPORATION 301 CHAPTER 110 ELEMENTS OF A GREAT SALES PRESENTATION 304 THE TREE OF BUSINESS LIFE: PRESENTATION 305 THE PURPOSE OF THE PRESENTATION 305 THREE ESSENTIAL STEPS WITHIN THE PRESENTATION 308 REMEMBER YOUR FABS ! 309 THE SALES PRESENTATION MIX 309 PERSUASIVE COMMUNICATION 310 PARTICIPATION IS ESSENTIAL TO SUCCESS 314 PROOF STATEMENTS BUILD BELIEVABILITY 315 THE VISUAL PRESENTATIONSHOW AND TELL 317 VISUAL AIDS HELP TELL THE STORY 318 DRAMATIZATION IMPROVES YOUR CHANCES 318 GEORGE WYNN THE SHOWMAN 319 DEMONSTRATIONS PROVE IT 320 A DEMONSTRATION CHECKLIST 321 USE PARTICIPATION IN YOUR DEMONSTRATION 321 -, REASONS FOR USING VISUAL AIDS, DRAMATICS, AND DEMONSTRATIONS 322 GUIDELINES FOR USING VISUAL AIDS, DRAMATICS, AND DEMONSTRATIONS 322 TECHNOLOGY CAN HELP! 323 THE SALES PRESENTATION GOAL MODEL 323 THE IDEAL PRESENTATION 324 BE PREPARED FOR PRESENTATION DIFFICULTIES 324 HOW TO HANDLE INTERRUPTIONS 324 SHOULD YOU DISCUSS THE COMPETITION? 325 WHERE THE PRESENTATION TAKES PLACE 327 DIAGNOSE THE PROSPECT TO DETERMINE YOUR SALES ^PRESENTATION 327 SUMMARY OF MAJOR SELLING ISSUES 327 KEY TERMS FOR SELLING 328 SALES APPLICATION QUESTIONS 328 FURTHER EXPLORING THE SALES WORLD 329 STUDENT APPLICATION LEARNING EXERCISES (SALES) 330 SALE 5 OF 7CHAPTER 10 330 CROSSWORD OF SELLING TERMS: ELEMENTS OF A GREAT SALES PRESENTATION 331 CASES 10.1 DYNO ELECTRIC CART COMPANY 332 10.2 MAJOR OIL, INC. 332 10.3 DUMPING INVENTORY: SHOULD THIS BE PART OF YOUR PRESENTATION? 335 CHAPTER! 1 1 WELCOME YOUR PROSPECT S OBJECTIONS 336 THE TREE OF BUSINESS LIFE: OBJECTIONS 337 WELCOME OBJECTIONS! 337 WHAT ARE OBJECTIONS? 338 WHEN DO PROSPECTS OBJECT? 338 OBJECTIONS AND THE SALES PROCESS 338 BASIC POINTS TO CONSIDER IN MEETING OBJECTIONS 339 PLAN FOR OBJECTIONS 340 ANTICIPATE AND FORESTALL 340 HANDLE OBJECTIONS AS THEY ARISE 341 BE POSITIVE 341 LISTENHEAR THEM OUT 341 -, UNDERSTAND OBJECTIONS 341 SIX MAJOR CATEGORIES OF OBJECTIONS 344 THE HIDDEN OBJECTION 344 THE STALLING OBJECTION 345 THE NO-NEED OBJECTION 347 THE MONEY OBJECTION 348 THE PRODUCT OBJECTION 351 THE SOURCE OBJECTION 351 TECHNIQUES FOR MEETING OBJECTIONS 353 THE DODGE NEITHER DENIES, ANSWERS, NOR IGNORES 353 DON T BE AFRAID TO PASS UP AN OBJECTION 353 REPHRASE AN OBJECTION AS A QUESTION 354 POSTPONING OBJECTIONS IS SOMETIMES NECESSARY 355 SEND IT BACK WITH THE BOOMERANG METHOD 356 ASK QUESTIONS TO SMOKE OUT OBJECTIONS 357 USE DIRECT DENIAL TACTFULLY 360 THE INDIRECT DENIAL WORKS 360 COMPENSATION OR COUNTERBALANCE METHOD 361 LET A THIRD PARTY ANSWER 361 / TECHNOLOGY CAN EFFECTIVELY HELP RESPOND TO OBJECTIONS! 362 AFTER MEETING THE OBJECTIONWHAT TO DO? 362 FIRST, USE A TRIAL CLOSEASK FOR OPINION 362 MOVE BACK INTO YOUR PRESENTATION 363 MOVE TO CLOSE YOUR SALE 364 IF YOU CANNOT OVERCOME THE OBJECTION 364 IN ALL THINGS BE GUIDED BY THE GOLDEN RULE 365 CONTENTS XXVII SUMMARY OF MAJOR SELLING ISSUES 365 KEY TERMS FOR SELLING 366 SALES APPLICATION QUESTIONS 366 FURTHER EXPLORING THE SALES WORLD 368 STUDENT APPLICATION LEARNING EXERCISES (SALES) 368 SALE 6 OF 7CHAPTER 11 368 CROSSWORD OF SELLING TERMS: WELCOME YOUR PROSPECT S OBJECTIONS 369 CASES 11.1 ACE BUILDING SUPPLIES ^370 11.2 ELECTRIC GENERATOR CORPORATION (B) 370 CHAPTER 12 CLOSING BEGINS THE RELATIONSHIP 372 THE TREE OF BUSINESS LIFE: CLOSING 373 WHEN SHOULD I POP THE QUESTION? 374 READING BUYING SIGNALS 374 - WHAT MAKES A GOOD CLOSER? 375 ASK FOR THE ORDER AND BE QUIET 376 GET THE ORDERTHEN MOVE ON! 377 HOW MANY TIMES SHOULD YOU CLOSE? 377 CLOSING UNDER FIRE 378 DIFFICULTIES WITH CLOSING 379 ESSENTIALS OF CLOSING SALES 379- PREPARE SEVERAL CLOSING TECHNIQUES 381 THE ALTERNATIVE-CHOICE CLOSE IS AN OLD FAVORITE 382 THE ASSUMPTIVE CLOSE 383 I , THE COMPLIMENT CLOSE INFLATES THE EGO 383 THE SUMMARY-OF-BENEFITS CLOSE IS MOST POPULAR 384 THE CONTINUOUS-YES CLOSE GENERATES POSITIVE RESPONSES 385 THE MINOR-POINTS CLOSE IS NOT THREATENING 385 THE T-ACCOUNT OR BALANCE-SHEET CLOSE WAS BEN FRANKLIN S FAVORITE 386 THE STANDING-ROOM-ONLY CLOSE GETS ACTION 388 THE PROBABILITY CLOSE 388 THE NEGOTIATION CLOSE 389 THE TECHNOLOGY CLOSE 389 PREPARE A MULTIPLE-CLOSE SEQUENCE 390 CLOSE BASED ON THE SITUATION 390 } RESEARCH REINFORCES THESE SALES SUCCESS STRATEGIES 390 KEYS TO IMPROVED SELLING 393 THE BUSINESS PROPOSITION AND THE CLOSE 393 USE A VISUAL AID TO CLOSE 393 CLOSING BEGINS THE RELATIONSHIP 395 WHEN YOU DO NOT MAKE THE SALE 395 SUMMARY OF MAJOR SELLING ISSUES 397 C KEY TERMS FOR SELLING 397 SALES APPLICATION QUESTIONS 398 FURTHER EXPLORING THE SALES WORLD 400 STUDENT APPLICATION LEARNING EXERCISES (SALES) 400 SALE 7 OF 7CHAPTER 12 401 CROSSWORD OF SELLING TERMS: CLOSING BEGINS THE RELATIONSHIP 402 CASES 12.1 SKAGGS OMEGA 403 12.2 CENTRAL HARDWARE SUPPLY 403 12.3 FURMANITE SERVICE COMPANYA MULTIPLE-CLOSE SEQUENCE 404 12.4 STEVE SANTANA: PRESSURED TO CLOSE A BIG DEAL 405 CHAPTER 113 SERVICE AND FOLLOW-UP FOR CUSTOMER RETENTION 406 THE TREE OF BUSINESS LIFE: SERVICE 407 THE IMPORTANCE OF SERVICE AND FOLLOW-UP 408 WORDS OF SALES WISDOM 408 TRUE CARING BUILDS RELATIONSHIPS AND SALES 410 BUILDING A LONG-TERM BUSINESS FRIENDSHIP 411 WHAT IS A BUSINESS FRIENDSHIP? 411 HOW TO BUILD A BUSINESS FRIENDSHIP 411 WHAT IS MOST IMPORTANT? 413 HOW MANY FRIENDS? 414 RELATIONSHIP MARKETING AND CUSTOMER RETENTION 414 RELATIONSHIP MARKETING BUILDS FRIENDSHIPS 414 THE PRODUCT AND ITS SERVICE COMPONENT 414 EXPECTATIONS DETERMINE SERVICE QUALITY 415 CUSTOMER SATISFACTION AND RETENTION 415 EXCELLENT CUSTOMER SERVICE AND SATISFACTION REQUIRE TECHNOLOGY 416 SO, HOW DOES SERVICE INCREASE YOUR SALES? 416 TURN FOLLOW-UP AND SERVICE INTO A SALE 417 ACCOUNT PENETRATION IS A SECRET TO SUCCESS 418 SERVICE CAN KEEP YOUR CUSTOMERS 419 YOU LOSE A CUSTOMERKEEP ON TRUCKING 422 RETURNED GOODS MAKE YOU A HERO 423 HANDLE COMPLAINTS FAIRLY 423 IS THE CUSTOMER ALWAYS RIGHT? 423 THIS CUSTOMER IS NOT IN THE RIGHT! 423 DRESS IN YOUR ARMOR 424 BUILD A PROFESSIONAL REPUTATION 424 DOS AND DON TS FOR BUSINESS SALESPEOPLE 425 THE PATH TO SALES SUCCESS: SEEK, KNOCK, ASK, SERVE 426 SUMMARY OF MAJOR SELLING ISSUES 428 KEY TERMS FOR SELLING 429 SALES APPLICATION QUESTIONS 429 FURTHER EXPLORING THE SALES WORLD 430 SELLING EXPERIENTIAL EXERCISE: W,HAT S YOUR ATTITUDE TOWARD CUSTOMER SERVICE? 430 CROSSWORD OF SELLING TERMS: SERVICE AND FOLLOW-UP FOR CUSTOMER RETENTION 431 XXVIII CONTENTS CASES 13.1 CALIFORNIA ADHESIVES CORPORATION 13.2 SPORT SHOE CORPORATION 432 13.3 WINGATE PAPER 433 432 TIME AND TERRITORY MANAGEMENT: KEYS TO SUCCESS CHAPTER 14 TIME, TERRITORY, AND SELF-MANAGEMENT: KEYS TO SUCCESS 436 THE TREE OF BUSINESS LIFE: TIME 437 CUSTOMERS FORM SALES TERRITORIES 438 WHY ESTABLISH SALES TERRITORIES? 438 WHY SALES TERRITORIES MAY NOT BE DEVELOPED 439 ELEMENTS OF TIME AND TERRITORY MANAGEMENT 439 SALESPERSON S SALES QUOTA 440 ACCOUNT ANALYSIS 440 DEVELOP ACCOUNT OBJECTIVES AND SALES QUOTAS 443 TERRITORY-TIME ALLOCATION 443 RETURN ON TIME INVESTED 444 CUSTOMER SALES PLANNING 447 SCHEDULING AND ROUTING 448 USING THE TELEPHONE FOR TERRITORIAL COVERAGE 450 TERRITORY AND CUSTOMER EVALUATION 451 SUMMARY OF MAJOR SELLING ISSUES 452 KEY TERMS FOR SELLING 453 SALES APPLICATION QUESTIONS 453 FURTHER EXPLORING THE SALES WORLD 454 SELLING EXPERIENTIAL EXERCISE 454 CROSSWORD OF SELLING TERMS: TIME, TERRITORY, AND , SELF-MANAGEMENT: KEYS TO SUCCESS 455 CASES 14.1 YOUR SELLING DAY: A TIME AND TERRITORY GAME 456 / 14.2 SALLY MALONE S DISTRICTDEVELOPMENT OF AN^ ACCOUNT SEGMENTATION PLAN^ 457 APPENDIX A: SALES CALL ROLE-PLAYS 459 ROLE-PLAY ONE: CONSUMER SALES 459 ROLE-PLAY TWO: DISTRIBUTOR SALES 461 ROLE-PLAY THREE: BUSINESS-TO-BUSINESS 464 ROLE-PLAY FOUR: BUSINESS-TO-BUSINESS 466 APPENDIX B: PERSONAL SELLING EXPERIENTIAL EXERCISES 469 SELL YOURSELF ON A JOB INTERVIEW 469 RESUME, FOLLOW-UP LETTER, E-MAIL 471 HOW TO CREATE A PORTFOLIO 479 SALES TEAM BUILDING 482 WHAT S YOUR STYLESENSER, INTUITOR, THINKER, FEELER? 482 APPENDIX C: SELLING GLOBALLY 487 WHEN IN ROME, DO WHAT THE ROMANS DO 487 CUSTOMER GIFT GIVING IN JAPAN 488 RESPECTING THE TRADITIONS OF INDIA 488 WANTED: GLOBAL SALES MANAGERS AND SALESPEOPLE 489 A TYPICAL SALES DAY IN CHINA: WHAT TO EXPECT 489 LITTLE COLD CALLING IN JAPAN 491 CHINESE CULTURE: DON T SHY AWAY FROM NEGOTIATING 491 SALESPEOPLE ARE MAKING IT HAPPEN IN CHINA 492 WATCH OUT IN RUSSIA AND CHINATHEY MAY BUG YOUR ROOM TO FIND OUT YOUR SECRETS 492 FRENCH VERSUS AMERICAN SALESPEOPLE 493 ISRAELTHE HOME COURT ADVANTAGE 494 WORKING A DEAL IN THE ARAB WORLD 494 THE JAPANESE TAKE RELATIONSHIP SELLING SERIOUSLY 495 EUROPE AND IBM*CHANGES HAD TO BE MADE 495 APPENDED: ANSWERS TO CROSSWORD PUZZLES 497 GLOSSARY OF SELLING TERMS 502 NOTES 512 PHOTO CREDITS 516 INDEX 518
any_adam_object	1
author	Futrell, Charles M.
author_facet	Futrell, Charles M.
author_role	aut
author_sort	Futrell, Charles M.
author_variant	c m f cm cmf
building	Verbundindex
bvnumber	BV036446867
ctrlnum	(OCoLC)254933997 (DE-599)GBV562279555
dewey-full	658.85
dewey-hundreds	600 - Technology (Applied sciences)
dewey-ones	658 - General management
dewey-raw	658.85
dewey-search	658.85
dewey-sort	3658.85
dewey-tens	650 - Management and auxiliary services
discipline	Wirtschaftswissenschaften
edition	10th ed., internat. ed.
format	Book
fullrecord	<?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01290nam a2200349zc 4500</leader><controlfield tag="001">BV036446867</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20100715 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">100510s2009 ad\|\| \|\|\|\| 00\|\|\| eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">0071263500</subfield><subfield code="9">0-07-126350-0</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9780071263504</subfield><subfield code="9">978-0-07-126350-4</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">0071107762</subfield><subfield code="9">0-07-110776-2</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9780071107761</subfield><subfield code="9">978-0-07-110776-1</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)254933997</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)GBV562279555</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-11</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658.85</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QP 621</subfield><subfield code="2">sdnb</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Futrell, Charles M.</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">ABC's of relationship selling through service</subfield><subfield code="c">Charles M. Futrell</subfield></datafield><datafield tag="250" ind1=" " ind2=" "><subfield code="a">10th ed., internat. ed.</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Boston [u.a.]</subfield><subfield code="b">McGraw-Hill</subfield><subfield code="c">2009</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">XXXII, 538 S.</subfield><subfield code="b">Ill., graph. Darst.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="856" ind1="4" ind2=" "><subfield code="u">http://www.gbv.de/dms/zbw/562279555.pdf</subfield><subfield code="z">lizenzfrei</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">GBV Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=020319100&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-020319100</subfield></datafield></record></collection>
id	DE-604.BV036446867
illustrated	Illustrated
indexdate	2024-07-09T22:39:37Z
institution	BVB
isbn	0071263500 9780071263504 0071107762 9780071107761
language	English
oai_aleph_id	oai:aleph.bib-bvb.de:BVB01-020319100
oclc_num	254933997
open_access_boolean
owner	DE-11
owner_facet	DE-11
physical	XXXII, 538 S. Ill., graph. Darst.
publishDate	2009
publishDateSearch	2009
publishDateSort	2009
publisher	McGraw-Hill
record_format	marc
spelling	Futrell, Charles M. Verfasser aut ABC's of relationship selling through service Charles M. Futrell 10th ed., internat. ed. Boston [u.a.] McGraw-Hill 2009 XXXII, 538 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier http://www.gbv.de/dms/zbw/562279555.pdf lizenzfrei Inhaltsverzeichnis GBV Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=020319100&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis
spellingShingle	Futrell, Charles M. ABC's of relationship selling through service
title	ABC's of relationship selling through service
title_auth	ABC's of relationship selling through service
title_exact_search	ABC's of relationship selling through service
title_full	ABC's of relationship selling through service Charles M. Futrell
title_fullStr	ABC's of relationship selling through service Charles M. Futrell
title_full_unstemmed	ABC's of relationship selling through service Charles M. Futrell
title_short	ABC's of relationship selling through service
title_sort	abc s of relationship selling through service
url	http://www.gbv.de/dms/zbw/562279555.pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=020319100&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
work_keys_str_mv	AT futrellcharlesm abcsofrelationshipsellingthroughservice

Verfügbarkeit

Es ist kein Print-Exemplar vorhanden.

Fernleihe Bestellen Achtung: Nicht im THWS-Bestand! Inhaltsverzeichnis
Inhaltsverzeichnis

MARC

Datensatz im Suchindex

Es ist kein Print-Exemplar vorhanden.

Ähnliche Einträge