Sales Management: Products and Services. Dr Jae K Shim

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       Chapter 14: Personal Planning and Control

       Establishing work goals

       Controlling selling time and energy

       Daily plans

       Controlling expenses

       Record keeping

       Use of off-the-the job time

       Subjective evaluation

       Maintain good health

       Chapter 15: Retail Selling

       Basic processes and purposes

       Approaching the retail customer

       Methods for increasing retail sales

       Know your merchandise

       The store

       Substitution selling

       Express appreciation and give the customer something

       Handling different types of customers

       Just-looking type

       Hurried type

       Uncertain type

       Confused type

       Know-it-all type

       Talkative type

       Quiet type

       Easily distracted type

       Think-it-over type

       Argumentative type

       Handling more than one customer

       Handling complaints

       Handling returns

       Chapter 16: Industrial Selling

       Classification of industrial products

       Characteristics of industrial selling

       The industrial salesperson’s requirements and qualifications

       Industrial buying practices

       Industrial sales presentations

       Chapter 17: Sales Management

       Differences between sales management and other types of human resource management (HRM)

       Major responsibilities of the sales manager

       Should the sales manager also sell?

       Sales forecasting

       Management consensus

       Sales force summary

       User estimates

       Using past and current sales as basis for prediction

       Taking account of changing economic and social conditions 164

       Sales quotas

       Salespeople’s compensation plan

       Salespeople’s expenses

       Characteristics of a successful sales manager

       Chapter 18: Selection and Training of Salespeople

       Current methods used for selecting salespeople

       The personal interview

       The personal interview (continued)

       Psychological tests

       Purposes of training

       General content of training programs

       Personnel used in training programs

       Methods for training

       Mistakes to avoid

       Chapter 19: The Sales Force of the Future and Social Media Marketing

       New techniques for sales success

       The drivers that make sales teams tick

       Sales force issues

       Productivity drivers

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