Selling Today Partnering To Create Value 7th Canadian Edition Gerald L. Manning - Solutions

Deciding on a goal can be the most crucial decision of your life. It is more damaging not to have a goal than it is not to reach a goal. It is generally agreed that the major cause of failure is the lack of a well-defined direction. A successful life results not from chance, but from a succession
Interview someone you know who uses a planning calendar. What kind is it: pocket, desk, or some other type? How long has the person been using it? How important is the calendar to daily, weekly, monthly, and yearly planning? Has the person ever considered discontinuing its use? What are the
How can a salesperson use a time log to improve time management?
Time management is an important part of a successful salesperson’s job. Using your search engine, examine the Internet for information on time management. Type “time management + selling.” Examine the training products and services available on this topic. Be prepared to discuss some of what
Describe the records most commonly kept by salespeople.
What is stress ? What are some indicators of stress?
Assume that you are a manager of a wholesale electrical supply business. Sales have increased to a level where you need to hire another salesperson. What sources can you use to recruit a good professional salesperson?What criteria can you use in selecting the person you hire?
One of the more interesting developments in sales force management is the use of customer feedback to improve the performance of salespeople. Most of these programs are relatively new and go by a variety of names, such as 360-degree feedback, customer-conscious compensation, and customer
Carefully analyze the following types of selling positions:a. A territory selling position for a national manufacturer that requires the salesperson to provide customer service to a large number of accounts plus open up several new accounts each monthb. A retail sales position in the cosmetics
Schedule an appointment with two sales managers.Interview each of them, using the following questions as a guide:a. What are your functions as a sales manager?b. How do the functions of a sales manager differ from those of a salesperson?c. What criteria do you use when selecting salespeople?d. What
You have just been hired as sales manager for the Calgary branch office of a national industrial distributor. It has been five years since you finished your education, and since that time you have had a very successful career selling to mines and manufacturing plants in Ontario and Quebec. As you
What are the best criteria for measuring a salesperson’s performance? List additional criteria that should be considered in evaluating individual performance.
WFS Ltd., introduced in the opening vignette, is one of Canada’s most respected industrial distributors.Many customers remain loyal to WFS because they value outstanding service; a broad range of industrial, automotive, and construction products; and a supplier that will work closely with them to
Explain why personal selling is an important auxiliary skill needed by lawyers, engineers, accountants, and other professionals.
There are many information sources on selling careers and career opportunities on the Internet. Three examples include SalesJobsCanada.com , Monster.ca, and CareerBuilder.ca. Search the Internet for information on selling careers.Use your search engine to find career information on a pharmaceutical
Sales managers are frequently asked what personal characteristics are most important to success in selling.Among the criteria often cited are sociability, aggressiveness, enthusiasm, empathy, verbal ability, and time management. Which of these do you believe are the most important? Least important?
Alex Homer, featured at the beginning of this chapter, works as a professional clothier for the Tom James Company ( www.tomjames.com ). Alex sells a comprehensive collection of high-quality attire: formal (black tie/tuxedo), business (suits), business casual (sport coats, slacks, etc.), and weekend
Briefly explain why some organizations are developing strategic selling alliances.
When Brenda Fisher received her B.Ed., she thought she would like to teach. However, a pharmaceutical firm offered her a sales position that would require her to call on doctors and pharmacists to explain her firm’s product line. Describe the similarities and differences between personal selling
One of the topics frequently debated among salespeople and sales managers is whether men or women are better suited to sales positions. Where do you stand on this issue? Find support for your position and then be prepared to defend your views in class.
At the beginning of this chapter, you were given an introduction to Marcus Smith, who is employed by Liberty Mutual, a successful insurance company. Smith is responsible for introducing a very large number of products and services and he must always keep one eye on the competition. He must be
Carefully review Figure 3.5 , the CPSA Sales Institute Code of Ethics. Select the three standards you feel would present the greatest challenge to salespeople.Explain your choices.Figure 3.5 The CPSA Sales Institute Code of Ethics is the set of principles and standards that a certified sales
What are cooling-off laws? How do they protect consumers?
Is it ever appropriate to give gifts to customers?Explain.
Prior to the interview, T. J. McKeethe Sales Manager requests a personal resume. Your currentaverage grade in your program is 68, but it will very likelyincrease to 70 or higher at the end of the current semester.What should you do?a. Indicate that your current average grade is 70.b. Indicate that
Recently, you received an invitation to become a member of Alpha Phi Omega, a fraternity that honours students who have a record of outstanding service to the community. Very few students are invited to join, and the membership committee, which screens applications, occasionally rejects
During the interview, T. J. McKee requests salary information about your most recent full-time position.You believe this information may influence the starting salary offer, should you be offered the job. The Park Shores uses a commission plan with a guaranteed salary. What should you
Prior to visiting his company for the interview, you receive a letter from T.J. McKee that explains that you will be reimbursed for all travel and meal expenses. You will stay in a complimentary room at the Park Shores Resort and Convention Centre. The letter states that the daily meal expense
A large hotel and conference centre in Halifax, Nova Scotia has invited you to interview for a sales position. All expenses will be paid. You have no interest in moving to Nova Scotia, but you would enjoy visiting Halifax as you have never been to the east coast.What should you do?a. Accept the
Throughout the past several weeks, you have met with a representative of Follett Corporation on several occasions. You are anxious to book a large conference that will involve over 200 Follett employees.Every detail of the proposal has been negotiated, but the prospect seems reluctant to sign the
After closing a sale with a very difficultcustomer (the “customer from hell”), you indicated thatyou would follow up on a special room layout requestand a minor menu substitution. During negotiations, youdeveloped a strong dislike and distrust for this customerbecause of the unethical
The Park Shores Resort and Convention Centre has offered a special bonus to any salesperson who develops 10 new accounts during the current fiscal year. You need one more account to earn the bonus. Apco Equipment Corporation is considering your hotel and conference centre for an upcoming business
When you accepted a sales position at the Park Shores Resort and Convention Centre, you signed a noncompete agreement. This agreement states that information acquired while representing the Park Shores cannot be taken to a new employer. With the press of a button on your computer keyboard, you can
Mattress Firm ( www.mattressfirm.com ) is one of the largest and most successful specialty bedding companies in the world. It offers sleep solutions, including conventional and specialty mattresses, as well as bedding-related products. The company has grown to become one of the largest and fastest
How is our self-concept formed? Why is a positive selfconcept so important in personal selling?
Describe five rules of etiquette that are especially important to salespeople today.
Select four salespeople you know and ask them if they have a relationship strategy for working with customers, management personnel, secondary decision makers, and company support staff. Ask each salesperson to give you two or three specific examples of steps they have taken to build and maintain a
The partnering style of selling is emphasized throughout the book. To gain more insight into the popularity of this concept, use an Internet search engine of your choice and key in the words “partnering + selling.”Notice the large number of documents related to this query. Click on and examine
Complete the following etiquette quiz. Your instructor will provide you with answers so you can check your responses.a. On what side should you wear your name tag?b. Is it appropriate to drink beer from a bottle at a formal reception or dinner?c. When introducing a female salesperson to a male
In October, people of the Hindu religion celebrate Diwali, the festival of lights. The festival of lights is one of the most important and most beautiful Indian festivals. Rick Saulle, a pharmaceutical sales representative employed by Pifzer, knew that one of the most important physicians he called
Move quickly through the following list of traits. Use a check mark beside those that fit your self-image. Use an X to mark those that do not fit. If you are unsure, indicate with a question mark.––––– I like myself.––––– I trust myself.––––– People trust
It is pointed out in this chapter that clothing communicates strong messages. In this exercise you will become more aware of whether your clothes communicate the messages you want them to communicate.a. Make a chart like the one that follows:b. In the first column, list the clothing you are now
The commercial real estate services industry is highly competitive. CBRE, the firm featured at the beginning of this chapter, offers a wide variety of services such as industrial and logistical services, real estate consulting, investment properties services, and global corporate services. When
What suggestions would you give to a salesperson who is planning to meet a new prospect who displays the Reflective communication style?
Self-awareness is important in personal selling. As we get to know ourselves, we can identify barriers to acceptance by others. Once you have identified your most preferred communication style, you have taken a big step in the direction of self-awareness. We have noted that self-ratings can
Many salespeople, after being introduced to communication-style concepts, attempt to categorize each of their customers. They report that their relationships become mutually more enjoyable and productive. Select four people whom you know quite well (e.g., supervisor, subordinate, customer, teacher,
To assess your ability to style flex, assume you are going to make four sales calls on customers displaying each of the four communication styles. For purposes of illustration, consider your first call is on an Emotive customer with a communication style like Rick Mercer’s. The second call is on
Myers-Briggs Personality Types and Jungian Personality Types are two very popular descriptions of the material in this chapter. Using your search engine, access the Internet sites that refer to these concepts. Type in “Jungian + personality profiles” to access the Jungian personality types.To
Ray Ito has been employed at CanTrust Real Estate for almost two years. Prior to receiving his real estate licence, he was a property manager with a large real estate agency in another community. During his first year with CanTrust, he was assigned to the residential property division and sold
Review the Lowe’s Canada statement of corporate values on page 136 and then identify the two items that you believe contribute the most to a salesperson’s career success.
Distinguish between a general benefit and a specific benefit. Why do customers respond positively to specific benefits?
Obtain, if possible, a copy of a customer-oriented product sales brochure or news release that has been prepared by a marketer. (Many salespeople receive such selling tools.) Study this information carefully; then develop a feature–benefit analysis sheet.
Today many companies are automating their product configuration and proposal-writing activities. Go to the Internet and find these software providers:www.bigmachines.com/salesforce.php and www.results-online.com . Click on each company’s demonstration software and study the design of each product.
Select a product you are familiar with and know a great deal about. (This may be an item you have shopped for and purchased, such as a smartphone or an automobile.)Under each of the categories listed, fill in the required information about the product.a. Where did you buy the product? Why?b. Did
Visit Dell Canada ( www.dell.ca ) and click on a product solution. You have decided that you want a desktop computer, and your primary needs are preparing paper assignments, spreadsheets, PowerPoint presentations, and doing Internet searches. You do not have a lot of extra money to spend, so you
Texas Monthly is a regional magazine covering politics, business, and culture, but focusing largely on leisure activities and events in Texas. The magazine has a large real estate advertising section, as well as classified sections in which nearly all advertisers are Texas-based businesses
Search the Internet for two competing industrial supply catalogues or two competing direct-mail catalogues.Assume one of the represented businesses is your employer. After studying the catalogues, make a comparative analysis of your company’s competitive advantages.
Several weeks ago, Joy Hong fell in love with the Scion tC coupe. After reading about the car in a magazine, she decided to visit a local Scion dealer. A test drive convinced her to place an order. What happened next was very frustrating. The salesperson immediately started recommending options she
The Ritz-Carlton hotel chain illustrates the total product concept discussed in this chapter. Research value-added information on the Ritz-Carlton chain by accessing the www.ritzcarlton.com website. Choose a location and click “Meetings.” Click “Quick Facts” and print the information
Call a local financial services representative who specializes in stock, bond, or equity fund transactions.Ask what percentage of clients rely on the information given to make complex decisions on their investments.Also ask this person whether customers believe that advice on customer-fitting
Many of the most profitable companies have discovered that there are “riches in market niches.” They have developed products and services that meet the needs of a welldefined or a newly created market. Steelcase Incorporated, a leading source of information and expertise on work effectiveness,
List and describe the three most common types of business-to-business buying situations.
Distinguish between emotional and rational buying motives.
Select several advertisements from a trade magazine.Analyze each one and determine which rational buying motives the advertiser is appealing to. Explain whether these advertisements also appeal to emotional buying motives. Then select a magazine that is aimed at a particular consumer group—for
The $40 000-plus Hyundai Genesis 3.8 GT automatic, which entered the North American market as a 2010 model (in 2009), is a far cry from the popular Elantra.Hyundai’s new flagship model was designed to compete with Lexus, Mercedes Benz, Cadillac, and BMW. The Genesis is positioned as another
J. D. Power and Associates is a global marketing information services firm that helps businesses and consumers make better decisions through credible customer-based information. The company provides an unbiased source of marketing information based on opinions of consumers. Visit www.jdpower.com/ca
Assume your college or university is considering buying 100 new PCs for student labs throughout the campus.Describe who you think will be involved in the buying centre (by role), and what you think the motives might be for each of them.
Assume your college or university is considering replacing its mainframe computer. Its current mainframe computer is now 15 years old and has been creating problems for some time. The cost of a modern replacement is estimated at between $1.5 and $2 million. Will this be a new-task buy, a modified
Describe three steps progressive marketers take to improve the quality of their prospecting effort.
Discuss how direct-response advertising and sales letters can be used to identify prospects.
Prior to getting involved in networking, it’s a good idea to prepare an elevator speech. This is a 30-second pitch that summarizes what you want people to know about you. You might think of yourself as a “product”to be sold to an employer who has a job opening.Make your presentation upbeat
You are a sales representative for Xerox Canada, which has just designed a new, less expensive, and better quality copying machine. From the material in this chapter, identify the sources you would use in developing your prospect list. Make a list of 15 prospects you would plan to contact.
You are in the process of interviewing for a sales position with Sun Life Financial in Toronto. In addition to filling out an application form and taking an aptitude test, one of the tasks the agency manager requests of you is to develop a list of prospects with whom you are acquainted. He informs
Sales automation software is most commonly used in the prospecting phase of selling. New-product releases are continually being developed that provide additional features and benefits to salespeople. The software used in this book is marketed by a leader in the field. Access www.salesforce.com and
Locating companies to work for is a form of prospecting.Assuming you are interested in changing careers, develop a list of 10 companies for which you would like to work. Assign each company a priority according to your interest, from the most desirable (1) to the least (10).Organize your list into
Dave Levitt, featured at the beginning of this chapter, is a regional sales manager for Salesforce.com . The CRM solution provider is exclusively a cloud-computing vendor offering hosted applications. This model sets the company apart from competitors such as SAP, Oracle, or Microsoft, who are
Discuss why combination approaches are considered an important consultative-selling practice. Provide one example of a combination approach.
Assume that you are a salesperson who calls on retailers.For some time, you have been attempting to get an appointment with the head buyer for one of the best retailers in the city to persuade her to carry your line.You have an appointment to see her in 90 minutes. You are sitting in your office
Tom Nelson has just graduated from Red River College with a major in marketing. He has three years of experience in the retail grocery business and has decided he would like to work as a salesperson for the district office of Procter & Gamble. Tom has decided to telephone and set up an appointment
Concepts from Dale Carnegie’s How to Win Friends and Influence People can help you prepare for the social contact. Access the Dale Carnegie Training website ( www.dalecarnegie.com ) and examine the courses offered. Search for the Sales Advantage Course. Read the course description and review the
Canadian author and sales trainer Steven J. Schwartz is internationally known for his expertise in helping salespeople get appointments. Visit his website at www.hotcoldcalls.com and hit “Toolbox.” One of the items here is a 24-question self-assessment tool that can help you identify mistakes
You are being interviewed for a sales position with a national electronics retailer. The job is very important to you as it will help pay your living expenses while you complete your studies. During the interview, the manager says, “We are known for honesty and outstanding service, and we expect
The global construction industry is a lucrative market, with customer needs ranging from measuring products to sophisticated construction solutions. Hilti, the company featured in the vignette at the start of this chapter, provides its customers around the world with leading-edge construction
Describe the process of active listening, and explain how it can improve the listening efficiency rate.
When Deborah Karish wakes up in the morning, she does not have to worry about a long commute to work. Her office is in her home. As an Amgen ( www.amgen.com )pharmaceutical sales representative, Deborah spends most of her day visiting hospitals, medical clinics, and doctors’offices. She spends a
Develop a list of the sales tools that the salesperson should consider when planning a sales demonstration.
In many selling situations, it is difficult, if not impossible, to demonstrate the product itself. List other means that can be used to demonstrate product features and benefits.
Develop a list of sales tools you could use in a job interview.What tools could you use to demonstrate your skills and capabilities?
As noted in this chapter, demonstration software is becoming increasingly popular. Real estate salespeople are using this software to showcase homes to prospective buyers. Assume you are a salesperson for Coldwell Banker Real Estate Canada, and you have a customer who wants a $300 000 to $400 000
You have decided to try tutoring as a means of earning some extra money. Which sales tools would be appropriate for you to use? Which sales tools should you consider developing as you prepare presentations for prospective clients? Explain how you might use them in the future.
Bring a product of your choice to class and be prepared to give a presentation that will include a product demonstration.Consider how you can use telling, showing, and, most importantly, involvement.
Ecolab ( www.ecolab.com ) is the global leader in cleaning, sanitizing, food safety, and infection prevention products and services. With more than 14 000 sales and service experts, Ecolab employs the industry’s largest and best-trained direct sales and service force, which advises and assists
List the common types of buyer concerns that might surface in a presentation.
When a customer says, “I want time to think it over,”what type of resistance is the salesperson encountering?Suggest ways to overcome this type of buyer concern.
Research for this chapter’s Adaptive Selling Today Training Video revealed that anger does surface during the sales presentation and can be very challenging to negotiate.Anger can be something the other party experiences outside of the sale itself, or it can be caused by some aspect of the sale.
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 product solution during the sales process. Skepticism creates an “I may not win” customer reaction and can prevent the other party from making a
Research also reveals that 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
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 the sale?
Each year, public and private organizations send thousands of employees to meetings held at hotels, motels, convention centres, conference centres, and resorts.These meetings represent a multimillion-dollar business in Canada and the United States. Airport hotels such as the Marriott Houston Hobby,
Explain how the multiple options close might be used in the sale of men’s and women’s suits.

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Selling Today Partnering To Create Value 7th Canadian Edition Gerald L. Manning - Solutions

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