ABCs of Relationship Selling - Softcover

Futrell, Charles

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9780073404844: ABCs of Relationship Selling

Softcover

ISBN 10: 0073404845 ISBN 13: 9780073404844

Publisher: McGraw-Hill Education, 2010

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ABC’s of Relationship Selling through Service 11e trains readers on a specific, yet generic, step-by-step selling process that is universal in nature. This edition presents a sales process or system in a logical sequence, more than any other text in the market: from planning and the approach, to closing and follow-up for exceptional customer service. The goal of this text has always been to demonstrate to students the order of steps within the selling process; provide numerous examples of what should be in each step; and how the steps within the selling process interact with one another. This market leader text brings a comfortable and familiar approach to the Selling discipline.

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From the Publisher:

Increased coverage of Relationship Selling - Charles has integrated coverage of relationship and consultative selling. Students who understand the importance of developing relation ships with customers will ultimately be more successful.
Increased emphasis and coverage of technology - Charles Futrell understands the import role that technology plays in today's selling environment. Some examples of this technology include searching for customer information and competitor information on the World Wide Web, using an automated territory management system to manage a sales territory, and communicating with customers through e-mail. Technology has positively impacted a sales person's ability to service customers. Modern information systems make it easier to fill orders promptly and to provide up-to-the-minute status reports on orders and inventory. The author incorporates the WWW exercises, technology in selling, and information on ACT! Customer Contact Software throughout the text.
Increased emphasis and coverage of technology - Charles Futrell understands the import role that technology plays in today's selling environment. Some examples of this technology include searching for customer information and competitor information on the World Wide Web, using an automated territory management system to manage a sales territory, and communicating with customers through e-mail. Technology has positively impacted a sales person's ability to service customers. Modern information systems make it easier to fill orders promptly and to provide up-to-the-minute status reports on orders and inventory. The author incorporates the WWW exercises, technology in selling, and information on ACT! Customer Contact Software throughout the text.
Expanded coverage of sales careers - The career information has been expanded throughout so students will better understand that there are sales jobs in all organizations - business, service, and nonprofit.
Selling Experiential Exercises - These end of chapter exercises help students to better understand themselves and/or the text material. Many can be done within the class or completed outside and discussed within class.
Selling Globally - This new box features selling situations from around the world. Many of the examples and boxes were written by the author's colleagues from around the world.
Sales World Wide Web Directory - This brand new resource contains the URLs for the Sales World Wide Web Exercises found at the end of each chapter and for organizations with the largest sales forces in the United States.
Student CD-ROM- This interactive student CD-ROM is packaged with every book for free and contains a student tutorial, which drills the students on the main selling concepts and themes in the text.
The Format - ABC's of Relationship Selling remains a flexible and brief paperback. This format is perfect for instructor's who are searching for a shorter text, spend time on outside projects and role-playing, and/or cover selling in a sales management course and not in a separate selling course.
The Price - ABC's of Relationship Selling remains an inexpensive book and approximately $20 less than a traditional marketing text.
The Author's Approach - ABC's of Relationship Selling is written by a salesperson turned teacher. Charles Futrell worked in sales with Colgate, Up-john, and Ayerst for eight years before becoming a teacher. Charles stresses learning by doing and his text presents the basics of personal selling. He believes that selling skills will benefit all students and make them better communicators
Cases for Analysis - Each chapter ends with several brief but substantive cases for student analysis and class discussion. They provide the students an opportunity to apply what they are learning and think critically.
Ethical Dilemma - These challenging exercises provide students an opportunity to experience ethical dilemmas faced in the selling job.
Selling Tips - these boxes offer the reader additional selling tips for use in developing their role-plays and will continue to be helpful to the student as they enter the business world.
Sales Challenge/Solution - the text portion of each chapter begins with a real-life challenge faced by sales professionals. The challenge pertains to the topic of the chapter and will heighten student interest in chapter concepts. The challenge is resolved at the end of the chapter, where chapter concepts guiding the salesperson's actions are highlighted.

About the Author:

Charles M. Futrell is the federated professor of marketing at Texas A&M University in College Station, Texas. He has a B.B.A., M.B.A., and Ph.D. in marketing. Dr. Futrell is a former salesperson turned professor. Before beginning his academic career, he worked in sales and marketing capacities for eight years with the Colgate Company, the Upjohn Company, and Ayerst Laboratories. Dr. Futrell serves as a frequent reviewer for several academic journals. He is on the editorial advisory board of the Journal of Marketing Theory and Practice. His research in personal selling, sales management, research methodology, and marketing management has appeared in numerous national and international journals, such as the Journal of Marketing and the Journal of Marketing Research. An article in the summer 1991 issue of the Journal of Personal Selling & Sales Management ranked Charles as one of the top three sales researchers in America. He was also recognized in Marketing Education, Summer 1997, as one of the top 100 best researchers in the marketing discipline. Professor Futrell served as the American Marketing Association as Chair of the Sales and Sales Management Special Interest Group (SIG) for the 199697 academic year. He was the first person elected to this position. Charles was elected Finance Chair for the Sales SIG's 199899 term. In 2005, this AMA group presented Charles with its Lifetime Achievement Award for commitment to excellence and service in the area of sales. Mu Kappa Tau, the National Marketing Honor Society, recognized Charles for exceptional scholarly contributions to the sales profession in 2000. This is only the fourth time this recognition has been bestowed since its creation in 1988. Dr. Futrell has written or cowritten eight successful books for the college and professional audience. Two of the most popular books are Fundamentals of Selling: Customers for Life, Sixth Edition, and ABC's of Relationship Selling through Service, Ninth Edition, both published by McGraw-Hill Ltd. These books are used in hundreds of U.S. and international schools. More than 300,000 students worldwide have benefited from Professor Futrell's books. In 1997 Dr. Futrell began using his website and group e-mails in his sales classes, which often have 100 students in each section. Students sign up for both a lecture period and lab time. In each semester's six labs, students are videotaped in activities such as making a joint sales call, panel interview, selling oneself on a job interview, product sales presentations, and various experiential exercises. TAMU's College of Business Administration and Graduate School of Business is one of the largest business programs in the U.S., with more than 6,000 full-time business majors. Approximately 50 percent of the marketing department's 800 majors are in Charles's personal selling and/or sales management classes at various times. He has worked with close to 10,000 students in sales-related classes. Professor Futrell's books, research, and teaching are based on his extensive work with sales organizations of all types and sizes. This broad and rich background has resulted in his being invited to be a frequent speaker, researcher, and consultant to industry.

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