Professional selling : a trust-based approach / Thomas N. Ingram ... [et al.].

Contents;

Module 1: Overview of personal selling
Key to sales success: Talk with the customer, not at the customer
Evolution of personal selling
Contributions of personal selling
etc.

Part 1 - The foundations of professional selling
Module 2: Building trust and sales ethics
Developing trust and mutual respect with clients
Why is trust important?
How to earn trust
etc.

Module 3: Understanding buyers
Understanding your buyers is the key to sales success
Types of buyers
The buying process
etc.

Module 4: Communication skills
Capturing the power of collaborative communication in sales conversations
Sales communication as a collaborative process
Verbal communication: Questioning
etc.

Part 2 - Initiating customer relationships
Module 5 - Strategic prospecting and preparing for sales dialogue
Identifying sales opportunities: Three examples
Prospecting: Importance and challenges
etc.

Module 6: Planning sales dialogues and presentation
Successful sales presentations require planning, customer focus
Planning sales dialogue and presentation
Sales communications formats
etc.

Part 3 - Developing customer relationships
Module 7: Making the sales call: Creating and communicating values
Face-to-face with the customer: Salesperson behavior is key to success
Needs-gap analysis: Selecting appropriate customer offerings by assessing needs
Creating value: Linking solutions to needs
etc.

Module 8: Addressing concerns and earning commitment
Fewer earning commitment techniques work!
Addressing concerns
Anticipate and negotiate concerns and resistance
etc.

Part 4 - Enhancing customer relationships
Module 9: Expanding customer relationships
Building goodwill
Assess customer satisfaction
Harness technology to enhance follow-up and buyer-seller relationships
Assure customer satisfaction
etc.

Module 10: Adding value: Self-leadership and teamwork
The 3 Ts of sales success: Task-oriented planning, technology, and teamwork
Effective self-leadership
etc.

Glossary : p. 407-415 . _ Index : p. 423-432.