CONTENTS
Part I: Course Organization and Teaching Methods
To the Instructor...... 7
Professor Futrell Online!...... 9
Student Contact System...... 9
Web Sites for Personal Selling and Sales Management ...... 9
Student Application Learning Exercises (SALES)...... 10
Example of a Class Syllabus...... 11
Example of a Tentative Schedule...... 17
Sales Presentation Guidelines...... 20
Student Information Sheet...... 23
Shadow Project...... 25
Marketing 435 Sales Challenge...... 27
Sales Diary...... 29
Role-Playing: An Overview...... 31
Instructions to Each Buyer...... 32
Develop Your Own Videotape Examples...... 33
Futrell’s Pro Selling Video...... 33
Alternative Role-Play Assignments...... 35
Part II: Videos Accompanying ABC's of Relationship Selling, 9th edition: Outlines and Test Questions 39
Part III: Lecture Notes
Note: Chapter outlines available for printing or downloading at Web site: . Go to Professor Futrell Online! Then click on Classes, Marketing 435, ABC's of Relationship Selling's book cover, and then Chapter Outlines. Using , first go to Marketing Department, Faculty, Professor Charles M. Futrell, Classes, etc.
I.Selling as a Profession
Chapter 1The Life, Times, and Career of the Professional Salesperson...... 59
Chapter 2Ethics First … Then Customer Relationships...... 72
II. Preparation for Relationship Selling
Chapter 3The Psychology of Selling: Why People Buy...... 83
Chapter 4Communication for RelationshipBuilding: It's Not All Talk...... 92
Chapter 5Sales Knowledge: Customers, Products, Technologies...... 99
III.The Relationship Selling Process
Chapter 6Prospecting—The Lifeblood of Selling...... 107
Chapter 7Planning the Sales Call is a Must!…………….……………………………..…113
Chapter 8Carefully Select Which Sales Presentation Method to Use...... 117
Chapter 9Begin Your Presentation Strategically...... 123
Chapter 10Elements of a Great Sales Presentation...... 128
Chapter 11Welcome Your Prospects Objections...... 134
Chapter 12Closing Begins the Relationship...... 141
Chapter 13Service and Follow-up for Customer Retention...... 148
IV.Time and Territory Management: Keys to Success
Chapter 14Time and Territory Management: Keys to Success...... 157
Part IV: Comments on Ethical Dilemmas
Chapter 1 The Life, Times, and Career of the Professional Salesperson...... 163
“Mexico, Here I Come!”...... 163
Chapter 2 Ethics First … Then Customer Relationships...... 163
“The Boss Told Me to Do It!”...... 163
Chapter 3 The Psychology of Selling: Why People Buy...... 164
“Sock It to Her!”...... 164
Chapter 4 Communication for RelationshipBuilding: It's Not All Talk...... 164
“It’s Party Time!’...... 164
Chapter 5 Sales Knowledge: Customers, Products, Technologies...... 165
“Advertising Will Close the Deal”...... 165
Chapter 6 Prospecting—The Lifeblood of Selling...... 165
“What an Offer! Or is It?”...... 165
Chapter 7 Planning the Sales Call is a Must!...... 166
“To Check, or Not to Check. . .”...... 166
Chapter 8 Carefully Select Which Sales Presentation Method to Use...... 167
“To Fix the Mistake. . .Or Not”...... 167
Chapter 9 Begin Your Presentation Strategically...... 167
“Oh How You’d Love to Know!”...... 167
Chapter 10 Elements of a Great Sales Presentation...... 168
“Lying Like a Dog!”...... 168
Chapter 11 Welcome Your Prospects Objections...... 168
“A University Sets a Condition”...... 168
Chapter 12 Closing Begins the Relationship...... 169
“I’ll Buy If. . .”...... 169
Chapter 13 Service and Follow-up for Customer Retention...... 170
“I Appreciate Your Business”...... 170
Chapter 14 Time and Territory Management: Keys to Success...... 170
“A Breakdown in Productivity”...... 170
Part V: Comments on End of Chapter Questions and Cases
Chapter 1...... 175
Comments on Sales Application Questions...... 175
Case 1-1What They Didn't Teach Us in Sales Class...... 175
Chapter 2...... 176
Comments on Sales Application Questions...... 177
Case 2-1Perfect Solutions...... 177
Case 2-2Sales Hype: To Tell the Truth or Stretch It, That is the Question...... 179
Chapter 3...... 182
Comments on Sales Application Questions...... 182
Case 3-1Economy Ceiling Fans, Inc...... 184
Case 3-2McDonald's Ford Dealership...... 185
Chapter 4...... 186
Comments on Sales Application Questions...... 186
Case 4-1Skaggs Manufacturing...... 187
Case 4-2Alabama Office Supply...... 187
Case 4-3Vermex, Inc...... 187
Chapter 5...... 187
Comments on Sales Application Questions...... 187
Comments on Appendix Sales Application Questions...... 189
Case 5A-1Claire Cosmetics...... 191
Case 5A-2McBath Women's Apparel...... 191
Case 5A-3Electric Generator Corporation ...... 192
Case 5A-4Frank's Drilling Service...... 192
Case 5A-5FruitFresh, Inc...... 192
Chapter 6...... 193
Comments on Sales Application Questions...... 193
Case 6-1Canadian Equipment Corporation...... 193
Case 6-2 Montreal Satellites...... 194
Chapter 7...... 195
Comments on Sales Application Questions...... 195
Case 7-1Ms. Hansen's Mental Steps in Buying Your Product...... 196
Case 7-2Machinery Lubricants, Inc...... 197
Case 7-3Telemax, Inc...... 198
Chapter 8...... 198
Comments on Sales Application Questions...... 199
Case 8-1Cascade Soap Company...... 199
Case 8-2A Retail Sales Presentation...... 199
Case 8-3Negotiating With a Friend...... 200
Chapter 9...... 201
Comments on Sales Application Questions...... 201
Case 9-1The Thompson Company...... 202
Case 9-2The Copy Corporation...... 203
Case 9-3Electronic Office Security Corporation...... 203
Chapter 10...... 204
Comments on Sales Application Questions...... 204
Case 10-1:Dyno Electro Cart Company...... 205
Case 10-2Major Oil, Inc...... 206
Case 10-3Dumping Inventory: Should this be a Part of Your Presentation...... 206
Chapter 11...... 208
Comments on Sales Application Questions...... 208
Case 11-1AceBuilding Suppliers...... 208
Case 11-2Electric Generator Corporation (B)...... 209
Chapter 12...... 210
Comments on Sales Application Questions...... 210
Case 12-1:Skaggs Omega...... 210
Case 12-2:Central Hardware Supply...... 211
Case 12-3: Furmanite Service Company
-A Multiple-Close Sequence...... 212
Case 12-4Steve Santana: Pressured to Close a Big Deal...... 213
Chapter 13...... 215
Comments on Sales Application Questions...... 215
Case 13-1:California Adhesives Corporation...... 216
Case 13-2:Sport Shoe Corporation...... 216
Case 13-3Wingate Paper...... 216
Chapter 14...... 217
Comments on Sales Application Questions...... 217
Case 14-1:Your Selling Day: A Time and Territory Game...... 218
Case 14-2:Sally Malone's District: Development of an
Account Segmentation Plan...... 219
Part VI: Sales Call Role-Plays, Guidelines and SALE Answers
Guidelines...... 223
Sample SALES Answer...... 224
Part VII: Personal Selling Experiential Exercises
Sell Yourself on a Job Interview...... 227
SalesTeamBuilding Exercise...... 233
What's Your Style—Senser, Intuitor, Thinker, Feeler?...... 237
Part VIII: Sales Technology Directory & Exercises
Sales World Wide Web Directory...... 241
Act! and Goldmine Help Create Customers For Life...... 241
Sales World Wide Web Exercises...... 241
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