Contents Prefacev Part ASales Management 1. Introduction to Sales Management 3 Introduction3 Evolution of Sales Management4 The Nature and Role of Sales Management 12 The Importance ofSales Management 13 Types of Personal Selling 14 Types of Selling17 Difference between Selling and Marketing19 The Marketing Management Process 21 The Modern-Day Sales Activity 25 The Sales Management Process 26 Emerging Trends in Sales Management 32 Case Studies 39 2.Selling Skills and Selling Strategies 44 Introduction 44 Selling and Buying Styles45 Selling Situations 49 Selling Skills 51 Case Studies 107 3.The Selling Process 113 Introduction 113 The Selling Process 114 Pre-sale Preparation 116 Prospecting119 Pre-approach Before Selling 125 Approach to the Customer 127 Sales Presentation 129 Handling Customer Objections 136 Closing the Sale 140 Follow-up Action 141 Case Studies 152 4.Managing Sales Information 161 Introduction 161 Forecasting Market Demand 162 Trend Projections 176 Factors Affecting Selection of a Forecasting Method193 Case Study 199 5.Sales Organization 202 Introduction 202 Sales Organization202 Organizational Principles 208 Organizational Design 211 Key Account Sales 224 Sales Process Automation225 Emerging Organizational Designs 225 Number of Salespeople 228 Case Studies 234 6.Management of Sales Territory 249 Introduction 249 Sales Territory 249 Size of Sales Territories 253 Allocation of Sales Territories 254 Designing a Sales Territory 255 Use of Information Technology 263 Case Studies 267 7.Management of Sales Quota 273 Introduction 273 Sales Quota 273 Organization of the Sales Job 277 Defining Annual Objectives 278 Procedure for Setting Quota 279 Types of Sales Quota 281 Methods of Setting Sales Quota 284 Problems in Setting Sales Quota 286 Case Studies 290 8. Recruitment and Selection of the Sales Force 301 Introduction 301 Hiring Process 302 Challenges in Sales Force Selection 302 Planning for Recruitment 305 Sales Force Recruitment 311 Selection of a Salesperson 319 Socialization 328 Case Studies 334 9. Training the Sales Force 337 Introduction 337 Objectives of Sales Training 338 Challenges in Sales Training 339 Theories and Principles of Sales Training 340 Role of a Trainer 343 The Training Process 344 Training Methods 356 Designing a Sales Training Programme 364 The Process of Socialization 370 Case Studies 374 10. Sales Force Motivation 380 Introduction 380 Nature of Motivation 382 Importance of Motivation 383 The Process of Motivation 385 Theories of Motivation 389 Factors Influencing the Motivation of the Salesperson 400 Designing a Motivational Programme 402 Case Studies 411 11. Sales Force Compensation 417 Introduction 417 Types of Compensation Plan 421 Trends in Compensation Management 433 Steps in Designing a Compensation Plan 434 Case Studies 440 12.Evaluation of the Sales Force 446 Introduction 446 Performance Appraisal Process 447 Case Studies 466 Part BDistribution Management 13.Distribution Channel Management-an Introduction475 Introduction 475 Distribution Channels:Why are they Required? 477 Activities that a Typical Distribution Channel Performs 479 Intermediation: Is it Really Needed? 484 Value Enhancement Through the Distribution Function 486 Distribution Channel Strategy 487 Distribution Channel Management 490 Case Study 500 14.Designing Customer-oriented Marketing Channels 503 Introduction 503 Designing a Customer-oriented Channel 504 Capturing the Customer Requirements 506 Conceiving the Channel Flows 512 Linking the Service Output Objectives to the Flows . 521 Conducting Cost Analysis 523 Designing the Ideal Channel 525 Comparing the Ideal with the Reality 526 Comparing the Channel Designs528 The Channel Establishment Plan529 Case Study 534 15.Customer-oriented Logistics Management 537 Introduction 537 Objectives of Logistics 538 Logistics Planning 540 Inventory Management Decisions 553 Transportation Decisions 567 Case Study 574 16.Managing Channel Member Bahaviour 577 Introduction 577 Channel Relationships 578 Channel Control 581 Channel Power 585 Channel Positioning 589 Channel Influence Strategies 593 Channel Conflict 598 Case Studies 611 17.Retail Management 622 Introduction 622 Retail Marketing Mix and Retail Positioning 624 Developing and Implementing Merchandise Strategies 626 Deciding on the Customer Service Levels 643 Trading Format 647 Customer Communication Strategy in Retail Outlets 658 Case Study 662 18. Managing the International Channels of Distribution 667 Introduction 667 Differences in Customer Expectations Across Countries 669 International Orientation of Companies 672 The Mode of Entry Decision 673 Implications of Entry Modes 680 Case Study 691 Index 693