Title:
Step up 2 : listening, speaking, and critical thinking
Personal Author:
Publication Information:
Boston, MA : Houghton Mifflin Co., 2007
Physical Description:
189 p. : ill. ; 28 cm.
ISBN:
9780618353064
Subject Term:
Added Author:
Available:*
Library | Item Barcode | Call Number | Material Type | Item Category 1 | Status |
|---|---|---|---|---|---|
Searching... | 30000003500372 | PE1128 T378 2007 f | Open Access Book | Book | Searching... |
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Summary
Summary
Step Up! 1 & 2 use Bloom's taxonomy of 'stepped' learning objectives to guide students through the logical processing of oral information to develop language fluency and confidence. From applying academic concepts to analyzing, synthesizing, and evaluating information, students build the critical thinking, listening, and speaking skills necessary for success.
Table of Contents
| Note: Each chapter includes a Summary, Key Terms, Chapter Review Questions, Topics for Thought and Class Discussion, and Projects for Personal Growth |
| I Overview of Personal Selling |
| 1 Introduction to Personal Selling: It's a Great Life! |
| Who Sells? |
| Professional Personal Selling: A New Look What Is a Customer? |
| What Is a Product? |
| Diverse Roles of the Professional Salesperson |
| What Does a Professional Salesperson Do? |
| Using Technology to Sell Better Benefits of Professional Selling as a Career |
| Careers for Different Types of Individuals |
| Case 1.1 You Want to be a Salesperson? |
| Case 1.2 Decisions! Decisions! Which Career Path Should I Choose? |
| 2 The Ever-Changing Personal Selling Environment Megatrends |
| Affecting Personal Selling |
| Adapting to Megatrends |
| Professional Salespeople as Micro-Marketing Managers |
| Case 2.1 We're Trying to Cut Costs |
| We Can't Afford Laptops Now! |
| Case 2.2 Savoring Success and Contemplating the Future |
| II The Personal Selling Process |
| 3 Prospecting for and Qualifying Prospects: Filling the Salesperson's "Pot of Gold" |
| Stages in the Personal Selling |
| Process Prospecting for and Qualifying Prospects |
| The Prospecting Plan Prospects: The Salesperson's Pot of Gold |
| Case 3.1 Prospecting by Driving Around |
| Case 3.2 When Cold Calling Turns Cold |
| 4 Planning the Sales Call: Steps to a Successful Approach |
| Importance of Planning the Sales |
| Call Planning for the Sales Call: Six Steps to Preapproach |
| Success Initial Call Reluctance--Sales |
| Stage Fright Approaching the Prospect |
| Greeting the Prospect |
| Interaction with the Receptionist |
| Improving One's Self-Image |
| Case 4.1 The Really Cold Initial Sales Call |
| Case 4.2 Approaching Prospects to Sell a "Gotta Have It" Product |
| 5 Sales Presentation and Demonstration: The Pivotal Exchange |
| The First Sales Call and the Sales Presentation |
| Planning the Sales Presentation |
| General Guidelines for Effective Sales |
| Presentations Sales |
| Presentations to Groups Sales |
| Presentation Strategies |
| Adaptive Versus Canned Sales Presentations |
| Written Presentations |
| Selling the Long-Term Relationship |
| Case 5.1 Self-Analysis of a Sales Presentation |
| Case 5.2 What Makes Him So Successful? |
| 6 Negotiating Sales Resistance and Objections for "Win-Win" Agreements |
| What Are Buyer Objections and Resistance? |
| Kinds of Objections Identifying and Dealing with the Prospect's |
| Key Objection Negotiating with Prospects and Customers |
| Planning for Objections |
| Specific Techniques for Negotiating Buyer Objections |
| A Major Nemesis: Price Resistance |
| Case 6.1 Negotiating Price with a Taskmaster |
| Case 6.2 Learning to Handle Prospect Objections |
| 7 Confirming and Closing the Sale: Start of the Long-Term Relationship |
| Closing and Confirming the Sale |
| Avoiding the Close |
| The Trial Close |
| Principles of Persuasion in Closing |
| Closing Techniques |
| Letting Customers Close the Sale |
| Silence Can Be Golden in Closing |
| Closing Mistakes |
| How Do You Handle Sales Rejection? |
| Immediate Post-Sale Activities |
| Case 7.1 Talk, Talk, Talk! |
| Case 7.2 She's Got Personality...and a Lot More! |
| 8 Following Up: Keeping Customers |
| Satisfied and Loyal What Is Customer Service? |
| Importance of Customer |
| Satisfaction Customer |
| Follow-Up Strategies |
| Closing with the Customer Service |
| Team Keeping Up with Rising Customer Service Expectations |
| Evaluating Customer Service |
| Case 8.1 Addressing Customer Problems: Service or Disservice? |
| Case 8.2 A Slam-Dunk That Really Hurts |
| III Understanding and Communicating with Customers |
| 9 Understanding Organizational Markets |
| What Organizational Buyers |
| Want from Salespeople Industrial Markets |
| Resellers Government Markets |
| Not-for-Profit Markets |
| Negotiating Styles of Organizational Buyers |
| Business Orientation of Organizational Buyers |
| International Negotiations |
| Case 9.1 Now What Am I Going to Do? |
| Case 9.2 Do I Really Have to Worry |
| About All These People? |
| 10 Strategic Understanding of Your Company, Products, Competition, and Markets |
| Strategic Understanding of Your Company |
| Strategic Understanding of Your Products |
| Strategic Understanding of Your Competition |
| Strategic Understanding of Your Markets |
| Sales Management Information Systems |
| Case 10.1 Gee, What Could Have Gone Wrong? |
| Case 10.2 I'll Cook His Goose |
| 11 Communicating Effectively with Diverse Customers |
| What Is Communication? |
| Developing Communication Skills |
| Communication Styles |
| Communication and Trust Building |
| Case 11.1 Mirror, Mirror on the Wall |
| Case 11.2 He Keeps Going and Going and Going |
| 12 Managing Your Time and Your Territory |
| Self-Management |
| Effectiveness and Efficiency Sales |
| Activities Setting |
| Priorities Account and Territory Management |
| Working Smarter |
| Case 12.1 Time Is No Object |
| Case 12.2 Working Smarter...or Just Harder? |
| IV Achieving Success in Personal Selling |
| 13 Ethical and Legal Considerations in Personal Selling |
| What Are Ethics? |
| Ethical Concerns of Salespeople |
| The Company's Ethical Eyes and Ears in the Field |
| Behaving Ethically, Every Day Going Beyond Ethics: Laws |
| Affecting Business-to-Business |
| Personal Selling Ethics and Regulation in International Sales |
| Making Ethical Decisions |
| Case 13.1 It's the Short-Run That Matters Most! |
| Case 13.2 Affable...or Overly Affectionate? |
| 14 Starting Your Personal Selling Career |
| Your Career in Sales |
| What Companies Look for in New Salespeople |
| How Companies Screen You for a Sales Job |
| Selling Yourself to a Prospective Employer |
| Your Early Sales Career |
| Case 14.1 Developing Strategies to Obtain a Good Job |
| Case 14.2 A Tale of Three "Brothers" |
| Notes |
| Glossary |
| Name Index |
| Organization Index |
| Subject Index |
