PART 1 Developing a Personal Selling Philosophy Chapter 1 Relationship Selling Opportunities in the Information Economy Chapter 2 Evolution of Selling Models That Complement the Marketing Concept PART 2 Developing a Relationship Strategy Chapter 3 Ethics: The Foundation for Partnering Relationships That Create Value Chapter 4 Creating Value with a Relationship Strategy Chapter 5 Communication Styles: A Key to Adaptive Selling Today PART 3 Developing a Product Strategy Chapter 6 Creating Product Solutions Chapter 7 Product-Selling Strategies That Add Value PART 4 Developing a Customer Strategy Chapter 8 The Buying Process and Buyer Behavior Chapter 9 Developing and Qualifying Prospects and Accounts PART 5 Developing a Presentation Strategy Chapter 10 Approaching the Customer with Adaptive Selling Chapter 11 Determining Customer Needs with a Consultative Questioning Chapter 12 Creating Value with the Consultative Presentation Chapter 13 Negotiating Buyer Concerns Chapter 14 Adapting the Close and Confirming the Partnership Chapter 15 Servicing the Sale and Building the Partnership PART 6 Management of Self and Others Chapter 16 Opportunity Management: The Key to Greater Sales Chapter 17 Management of the Sales Force Appendix 1 Selling Today: Partnering to Create Value–Training Videos Appendix 2 Regional Accounts Management Case Study Appendix 3 Partnership Selling: A Role-Play/Simulation for Selling Today Endnotes Glossary Name Index Subject Index

Reality Selling Today Videos and Role-Play Scenarios: The Reality Selling Today Videos–which feature eleven role-play scenarios–allow students to assume the role of a salesperson in selling scenarios that are relevant in today’s competitive environment.The Knowing-Doing Gap: By having students participate in the comprehensive role-play/simulation featured in Appendix 3, this text helps close the gap between knowing and doing. In this appendix, students assume the role of a new sales trainee, employed by the Park Inn International Convention Center. Serving as an excellent capstone experience, students develop the critical skills needed to apply relationship, product, customer, and presentation strategies.In addition to the chapter 4 relationship building video titled “Communication Styles a Key to Adaptive Selling” Selling Today is the only text to provide a comprehensive online, adaptive communication/behavioral style assessment, available to users of the text.Social Media and Selling Today Boxes: These new boxes show students how social media is used by today’s sales organisations and individual salespeople.The Evolution of Contemporary Sales Techniques that Complement the Marketing Concept: Students may think sales is intuitive—not realising that there are strategies they need to learn in order to solve complex customer buying problems and build long-term partnerships. This edition carefully outlines the progression of relationship-building sales techniques in each chapter, building students’ understanding and skills throughout the course.New Chapter 11: Determining Customer Needs with a Consultative Questioning Strategy–with Accompanying Video: Highlighted in this chapter is the importance of discovering customer needs and configuring value-added product solutions to meet those needs. A professionally produced training video complements these research findings and illustrates the use of questions in a consultative selling setting.Reconfigured Salesforce.com Exercises: The bestselling salesforce.com software–offered with the twelfth edition of Selling Today–has been totally re-configured and customised to fit the simulated SimNet Systems Company featured in the Case Study and Application Exercises. Additionally, the newly configured software replicates and re-enforces the consultative, adaptive, and partnering style of selling that is featured throughout this text.

New Chapter 11: Determining Customer Needs with a Consultative Questioning Strategy—with Accompanying Video: Highlighted in this chapter is the importance of discovering customer needs and configuring value-added product solutions to meet those needs. A professionally produced training video complements these research findings and illustrates the use of questions in a consultative selling setting.Greater Emphasis on Ethical Selling. Ethical selling is highlighted, asChapter 3, “Ethics, The Foundation for Relationships in Selling,” has been totally revised and updated. Moved up to Chapter 3 from Chapter 5 in the 13th edition to address the many ethical lapses existing in the business world, this new material emphasizes the need for a highly ethical interaction with customers as the starting point of all relationship development, if one is to build long-term, partnering style selling relationships. Moreover, a new ethics assessment has been added to the end of the chapter and new 13th-edition text models are used to highlight an emphasis on ethical selling.New Regional Accounts Management Simulation. For the first time in a personal selling text book, students are exposed to the strategic sales-planning responsibilities associated with multiple account managers. Appendix 2 features the challenges and responsibilites of a regional account manager selling to 20 accounts with a projected total sales of $1.8 million. Training future salespeople on these planning responsibilities is extremely important as the demand for account managers in today’s businesses is burgeoning.Changed Material Related to Salesforce.com Software. It was discovered in the 12e that some challenges existed with logging on to the Selling Today/Salesforce.com website. We also found challenges with completing a few of the exercises and recognized that inherent problems accompanied the roll-out of the software. Based on instructor feedback, we have revised the Salesforce.com offering. We now introduce the use of popular CRM systems such as Salesforce.com, NetSuite, Siebel and Sugar CRM in Chapter 1 through our popular boxed inserts. Students learn about all the major CRM companies and are invited to visit their websites for additional information. Then in Chapter 2, we provide students instructions for the use of a 30-day free trial as well as access to training videos for the Salesforce.com CRM software. Additional CRM boxed inserts appear throughout the text on how salespeople apply customer relationship management software to improve their partnering strategies.Revised Popular Appendix 3 Role-Play/Simulation. This revision includes converting the 12e urban hotel to a new exciting 13e luxury beachfront resort and convention center.A new highly interactive simulated website has also been added in the 13e for use in student sales presentations. This edition of Selling Today is the only textbook that provides student exposure and experience to role-playing the entire consultative sales process from acquiring easy-to-learn product knowledge, initial building of sales relationships, discovering customer needs, and creating and delivering a technology-rich sales presentation. Appendix 3 is a perfect fit for both in-class or online courses. Serving as an excellent capstone experience, students develop the critical skills needed to apply relationship, product, customer, and presentation strategies.New Study Guides. These are added to maximize student learning when viewing both the Reality Selling Today and Adaptive Selling Today videos. With more video support than any text on the market, these new study guides ensure in-depth student learning.New Boxed Inserts. These new inserts are under the titles of “Global Business Insight” and R