Contemporary Sales Force Management

Abstract

Contents Foreword * Preface * Section I. Introduction to Contemporary Sales Force Management * Chapter 1. The Role of the Sales Force Manager in Organizations * Contemporary Sales Force Management * Difficulty in Sales * Motivation and Morale * Management Efforts to Ensure Good Sales Performance * Incentive Plans and Motivation * Leadership * Effective Organizational Communication * Informal Networks * Sales Feedback and Monitoring * Other Methods * Summary * Case Study: Lillian Spirits * Case Study: Tellco Management, Inc. * Case Study: Palin Electronics and the 'Pay at Risk Compensation Program.' * Section II. Automation and Sales Force Management * Chapter 2. Sales Force Technology * Technology and the Sales Force * The Virtual Mobile Sales Force * Electronic Commerce * Virtual Mobile Office * Sales Force Technology Suggestions * Practical Applications of Sales Force Technology * Contact Management * Multimedia Presentation * Database Sales * The Internet * Selling On-Line * Cultivating Customers on the Web * Some Suggestions for Selecting Sales Force Technology Vendors * Summary * Case Study: Kontac Information Resources Company (KIRC) * Section III: Globalization * Chapter 3. Strategic Issues for an International Sales Effort * Global Sales Environment * International Sales Techniques * How to Select Target Countries * How to Enter Target Markets * International Sales Opportunities * Some Reasons to Select China * Summary * Case Study: Monahan's Candy * Section IV. Effective Sales Force Management in a Volatile Business Environment * Chapter 4. Reengineering * Sales Management and Reengineering * Shift of Opportunities * Restructuring the IBM Sales Force * Hewlett-Packard and Reengineering * Personal Restructuring * Outsourcing * Summary * Case Study: Copeland Corporation * Chapter 5. Crisis Management * Introduction * The Consequences of Crisis * Union Carbide * Sears * Causes of Crisis * A Framework for Crisis Solutions for Sales Force Managers * A Sales Manager's Preventive Framework for Crisis * Some Success Stories * Other Tools Sales Managers Use to Deal with Crisis * System Checklist * Summary * Case Study: Global Optics * Chapter 6. Legal, Regulatory, and Ethical Matters * Legal Issues in Sales * Regulatory Issues in Sales * Ethics in Sales * Sales Situations Involving Ethical Issues * Summary * Case Study: Krol LTD * Chapter 7. Sales Force Management and Diversity * Sales Force Diversity Issues * Impact of Litigation on Sales Managers * Attacking the Problem * Women in Sales Management * Summary * Case Study: Boston Trust * Case Study: Hunter Corporation * Section V. Current Selling Skills and Tools * Chapter 8. Sales Planning * Management Function of Sales Planning * Market Dynamics * Competition Analysis * Financial Condition * Sample Sales Plan * Defining the Market * Price Determination * Summary * Case Study: Sales Management of Drug Products * Chapter 9. Personal Selling * Importance of Selling * Selling Skills * The Mechanics of Selling * Consultative Selling * Listening * Team Selling * Negotiation * Summary * Case Study: Richmond Corporation * Case Study: (Role Play): Livingston Carpet * Chapter 10. Customer Relationship Building * What Is Customer Relationship Building? * Relationship Selling * What Should Be Done to Build? * Team Building * Repeat Sales * Customer Advisory Boards as a Sales Tool for the Customer Relationship-Building Process * Trust Building * Evaluating Board Members * Summary * Case Study: Thames International, Inc. * Case Study: Global Optics * Case Study: Hendricks Insurance Company * Chapter 11. Total Quality Management * Intro