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activities adaptive selling advertising behavior beneﬁts build Burr Ridge buyer buyer’s buying center buying process call objectives Chapter client communication company’s competitors cost customer’s needs customers develop difﬁcult discount discussed effective equipment ethical evaluate example Exhibit ﬁeld ﬁnancial ﬁnd ﬁrm ﬁrm’s ﬁrst ﬁve Frito-Lay gamma knife goals Hewlett-Packard important industry inﬂuence involved Kmart manufacturer Marketing Management meeting method Motorola negotiation nonverbal nonverbal communication obtaining commitment offer ofﬁce organization partnering partnerships percent performance Personal Selling problem product or service proﬁt prospect prospect’s purchase decision questions resellers response retail sales call sales force sales manager sales presentation sales representative salespeople need salesper salesperson satisﬁed says seller Selling and Sales Selling Scenario selling techniques situation social style speciﬁc strategy suppliers talk telemarketing tion tomers trust types vendor