Selling Today 12th Edition Gerald L. Manning, Michael L. Ahearne, Barry L. Reece - Solutions

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6. What are four sources of recruiting new salespeople?
2. Are all sales managers’ duties the same? Explain.
1. What is the difference between leadership and management?
Sell me this pen (ashtray, laptop computer, lamp).
What was the biggest contribution you made to your last employer?
How do you feel about your current (or previous) employer?
What was the most boring job you ever had, and how did you handle it?
What is your greatest weakness? Strength?
What books have you read recently on selling or for personal development?
7 List and discuss criteria for evaluating sales performance
6 Develop an understanding of selected compensation plans
5 Explain effective sales force motivation practices
4 Describe effective orientation and training practices
3 Discuss recruitment and selection of salespeople
2 List and discuss the qualities of an effective sales manager
1 Describe how leadership skills can be applied to sales management
3. There are several ways that this list of prospects could be prioritized: For example, by Weeks to Close, Total Potential Sale, or commission. Which of these rankings is best?
2. If you were to rank these prospects on the basis of your sales commission, would this priority list be different from the list developed in question 1? If so, why?
1. On the basis of the Total Potential Sale Pat Silva estimated for each account, in what order would you contact the prospects in the Salesforce.com database?
Which of these do you think are most important for persons employed in the sales field? Explain.
10. Table 16.2 (on page 359) describes six “5-minute stress busters” to reduce stress.
8. Describe the most common records kept by salespeople.
7. What is a sales call plan? Explain how it is used.
6. Decide how frequently to call on the basis of sales potential. Give the greatest attention to the most profitable customers. Many salespeople use the 80/20 rule. They spend 80 percent of their time calling on the most productive customers and 20 percent calling on smaller accounts and prospects.
5. Think ahead, and establish one or more tentative calls in case you have some extra time.If your sales calls take less time than expected or if there is an unexpected cancellation, you need optional calls to fill in the void.
4. Develop a schedule that accommodates your customers’ needs. Some customers appreciate getting calls on a certain day of the week or at a certain hour of the day. Try to schedule your calls in accordance with their wishes.
3. Develop a routing plan for a specific period of time. This might be a one- or two-week period. Once the plan is firm, notify customers by phone, letter, or e-mail of your anticipated arrival time.
2. If your territory is quite large, consider organizing it into smaller zones. Zip code zones provide one option. You can then plan work in terms of several zones that make up the entire territory.
1. Obtain or create a map of your territory, and mark the location of current accounts with pins or a marking pen. Each account might be color-coded according to sales potential.This gives you a picture of the entire territory. Many companies are using mapping software to create a territory picture
5 Discuss stress management practices
4Identify and discuss common elements of a records management system
3 Explain factors that contribute to improved territory management
2 List and describe time management strategies
1 Discuss the four dimensions of opportunity management
5. Do you see any expansion-selling opportunities with these two accounts? Which suggestion-selling methods should you consider?
4. List and describe five important service behaviors that are especially important in the context of business-to-business selling.
3. Does the fact that these customers initiated their orders (they were not sold the products, they bought them) influence your follow-up strategy?
2. What will be your follow-up strategy for each customer?
1. With whom should you speak, within SimNet, before following through and contacting each of the customers? What would you need to discover?
4. Assume that a large order sent to one of your best customers arrived very late. The products were not available for a major weekend sale. How might you partner with this unhappy customer?
3. What types of follow-through activities and follow-up calls should Body Glove sales representatives be prepared to initiate?
2. How might a Body Glove salesperson add value with full-line selling? Cross-selling?
1. The company officers have made a decision to develop partnerships with a group of distributors. These distributors will employ salespeople to call on retailers who sell Body Glove products. What steps can Body Glove take to ensure that retailers and retail customers receive excellent service?
3. Using your search engine, examine the Internet for information on customer satisfaction.Type: “customer satisfaction” + selling. Are you surprised by the number of queries on this subject? Examine some of the queries related to what customers have said about a specific company’s customer
2. You have just interviewed for a job that you really would like to have. You have heard it is a good idea to follow up an interview with a thank-you note or letter and an indication of your enthusiasm for the position. Select the strategy you will use for your follow-up, and explain why you chose
1. You work as a wholesale salesperson for a plumbing supply company. One of your customers, a contractor, has an open line of credit with your company for $10,000 worth of products. He is currently at his limit; however, he is not overdue. He has just received word that he has been awarded a
10. Briefly describe the important design elements of an effective business card?
9. What types of customer service problems might be prevented with the use of a call report?
8. Define upselling and explain how it can add value.
7. This chapter describes the value of the lifetime customer. Is it realistic to believe that people will become lifetime customers in our very competitive marketplace?
6. How does credit become a part of servicing the sale?
5. Adding value with follow-through can involve several postsale services. List five possible services.
4. List and describe three current developments in customer service.
3. Explain how full-line selling fits into the definition of customer service. How does full-line selling differ from cross-selling?
2. Define customer service. List the three major activities associated with this phase of personal selling?
1. You are currently a sales manager employed by a company that sells long-term care insurance. Tomorrow you will meet with five new sales trainees. Your major goal is to explain why it is important to service the sale. What important points will you cover?
5 Explain how to deal effectively with complaints
4 Explain how to add value with expansion selling
3 List and describe the major customer service methods that strengthen the partnership
2 Describe current developments in customer service
1 Explain how to build long-term partnerships with customer service
4. What kind of close would be appropriate for the Lakeside Clinic?
3. What kind of close may be necessary to get an order from Computerized Labs?
2. What kind of special concession might be necessary to close the sale with Quality Builders?
1. What would your commission income be for all Pat’s accounts if you closed them as Pat forecasted?
5. Assume that a large corporation wants to schedule a recognition party for 40 people. This event will begin with cocktails and appetizers and end with a served meal. Special entertainment will precede the meal. What items might be included in a summary-of-benefits close?
4. Can you visualize a situation in which Gretchen Parr-Silver might use a multiple options close? Explain.
3. What tough points should be negotiated before attempting to close?
2. What trial closes would be appropriate?
1. What closing clues should Gretchen Parr-Silver look for?
3. Zig Ziglar, Brian Tracy, and Tom Reilly are all well-known authors and speakers on the subject of closing the sale. Access each of their Web sites—www.zigziglar.com, www.briantracy.com, and www.tomreillytraining.com—and research the books, courses, and videos they have available for
2. You are an accountant who owns and operates an accounting service. You have been contacted by the president of an advertising agency about the possibility of your auditing his business on a regular basis. The president has indicated that he investigated other accounting firms and thinks they
1. Which of the following statements, often made by prospects, would you interpret as buying signals?a. “How much would the payments be?”b. “Tell me about your service department.”c. “The company already has an older model that seems good enough.”d. “We do not have enough cash flow
10. What confirming steps should a salesperson follow when the customer says yes? What should be done when the customer says no?
9. Explain the summary-of-benefits close (step-by-step close).
8. What is meant by a trial close (the minor point close)? When should a salesperson attempt a trial close?
7. Is there a best method to use in closing the sale? Explain.
6. Explain how the multiple options close might be used in the sale of men’s and women’s suits.
5. Define the term incremental commitment. Why is it important to achieve incremental commitments throughout the sale?
4. Why is it important to review the value proposition from the prospect’s point of view?
3. What guidelines should a salesperson follow for closing the sale?
2. Describe three buying anxieties that sometimes serve as barriers to closing the sale.
1. List some aspects of the sales presentation that can make closing and confirming the sale difficult to achieve.
5 Explain what to do when the buyer says yes and what to do when the buyer says no
4 Discuss specific methods of closing the sale
3 Explain how to recognize closing clues
2 List and discuss selected guidelines for closing the sale
1 Describe the proper attitude to display toward closing the sale
3. Which account might say, “We want to shop around for a good solid supplier,” and what would be your response?
2. Which account is most likely to try to get you to agree to a lower price and how would you respond?
1. Which account might voice a time objection and say, “We want to put off our decision for now,” and how would you propose dealing with this objection?
4. What subtle questions will you ask to validate that the negotiator is the decision maker without hurting her feelings? What actions will you take if you find out she is not the decision maker?
3. If you meet with a professional buyer who is trained in negotiation, what tactics can you expect the person to use? How would you respond to each of these tactics?
2. Let us assume that you are representing the Marriott Houston Hobby Airport and you are meeting with a new prospect at the hotel for a site tour. This prospect is planning to host an important event at your hotel for 200 guests. List the questions that you might ask the prospect to identify her
1. If you were selling convention services for a hotel located in a large city, what types of buyer concerns would you expect from a new prospect?
2. Using a negotiations worksheet, plan your responses to the following statements made by the purchasing manager: (a) We are concerned that you will not be able to meet our quality requirements, (b) Your price is too high, (c) Either take this trial order or we will look for another vendor. Decide
1. How do you convey this information to the other departments within your company to prepare for this meeting? Will you invite your boss to the meeting? Why?
4. The action of “walking away” from a potential sale is often considered a high-risk negotiations strategy. What three actions did Lana employ before she walked away from this sale?
3. Research also reveals the most common problem in negotiations is the price problem.Customers often want to be sure they are getting the best price possible, as well as the best product solution. What three actions did Lana use to attempt to achieve a win-win solution with the doctor’s concern
2. As was shared by the doctor, it is not unusual for a customer to experience skepticism and doubt about the pricing, timing, supplier, need, and/or the product solution during the sales process. Skepticism creates an “I may not win” customer reaction and can prevent the other party from

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Selling Today 12th Edition Gerald L. Manning, Michael L. Ahearne, Barry L. Reece - Solutions

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