Sales Management: A Global Perspective

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ISBN: 9780415300438 | 0415300436
Cover: Hardcover
Copyright: 5/23/2003

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Designed to prepare upper-level undergraduate and graduate business students for work in the exciting field of global sales management, this text focuses upon the managerial and cross-cultural aspects necessary for leading the global sales force.

List of figures

List of tables

xvi

List of exhibits

xvii

Foreword

xix

A guide for the reader

xxi

Acknowledgments

xxiii

Part I INTRODUCTION AND CULTURE

(34)

An Introduction to Managing the Global Sales Force

(14)

Sales management in the global environment

(8)

Globalization

(2)

Technological innovations

(1)

Demographic changes

(1)

Relationship marketing

(1)

Economic changes

(1)

Legal challenges

(1)

Ethical challenges

(1)

Chapter summary

(5)

Topical approach of the book

(1)

Discussion questions

(1)

References

(2)

Culture and Sales

(18)

Acculturation and assimilation

(1)

The levels of cultural aggregation

(4)

Global culture

(1)

Regional culture

(1)

National culture

(2)

Local culture

(1)

Managerial considerations

(1)

The components of culture

(8)

Communication

(4)

Religion

(1)

Education

(1)

Aesthetics

(1)

Social organizations

(1)

Technology

(1)

Time

(1)

Values and norms

(1)

Building better relationships as a manager with salespeople

(2)

Chapter summary

(2)

Discussion questions

(1)

References

(2)

Part II GLOBAL PERSONAL SELLING

(54)

Personal Sales in a Global Context

(18)

Introduction

(1)

Sales profession evolution

(2)

Firm philosophies

(3)

Production philosophy

(1)

Product philosophy

(1)

Sales philosophy

(1)

Marketing philosophy

(1)

Relationship marketing

(1)

Global philosophy

(1)

Importance of firm orientations

(1)

Sales force activities

(1)

Personal selling jobs

(1)

Selling support

(1)

Account maintenance

(1)

Account winners

(1)

Inside sales

(1)

Direct sales

(1)

Ethical forces

(6)

Teleological philosophy

(1)

Deontological philosophy

(1)

Ethics in the global marketplace

(3)

Ethical codes of conduct

(1)

Chapter summary

(4)

Discussion questions

(1)

References

(3)

Cross-Cultural Communication, Negotiation, and the Global Selling Process I

(18)

Introduction

(1)

The interpersonal communication process

(1)

The negotiation process

(6)

Antecedents to negotiation

(3)

Information variables

(1)

Outcomes

(1)

The global selling process

(7)

Finding customers

(6)

Preparing

(1)

Chapter summary

(3)

Discussion questions

(1)

References

(2)

The Global Selling Process II

(16)

Introduction

(1)

Relationship building

(1)

Product offering

(6)

Stimulus--response

(1)

Mental states selling

(2)

Need satisfaction

(1)

Problem solving

(1)

Consultative selling

(1)

Buyer--seller meeting

(2)

Offer clarification

(1)

Securing the purchase

(1)

Maintaining the relationship

(1)

Ethical considerations

(2)

Chapter summary

(4)

Discussion questions

(1)

References

(3)

Part III GLOBAL HUMAN RESOURCES

(124)

Global Sales Organizations

(18)

Introduction

(1)

Analyzing and building a sales organization

(3)

Analyzing the environment

(1)

Firm goals

(1)

Market and buyer behavior

(1)

Competitors

(1)

Deciding upon an organization

(1)

Sales force organizational concepts

(5)

Generalist versus specialist

(1)

Centralization

(1)

Span of control

(1)

Line versus staff positions

(1)

Selecting the best organizational option

(3)

Sales structures in global markets

101

(1)

Multiple sales force options

102

(2)

National account management

102

(1)

Global account management

102

(1)

Company agents

103

(1)

Supplemental sales methods

104

(1)

Evaluating the organization

105

(1)

Chapter summary

105

(4)

Discussion questions

106

(1)

References

106

(3)

Selecting the Global Sales Force

109

(18)

Introduction

110

(1)

Importance of selection decisions

110

(2)

Cultural impact on selection process

110

(1)

Global sales force decisions

111

(1)

Characteristics of successful salespersons

112

(3)

What is known about successful salespersons

112

(1)

Identifying successful characteristics

113

(2)

Generating applicants

115

(3)

Internal applicants

115

(1)

External applicants

115

(3)

Selection procedures

118

(5)

Application forms

118

(1)

Tests

119

(1)

Personal interview

119

(3)

References

122

(1)

Physical exam

123

(1)

Making the job offer

123

(1)

Chapter summary

123

(4)

Discussion questions

124

(1)

References

124

(3)

Sales Training for a Worldwide Marketplace

127

(18)

Introduction

128

(1)

Cultural impact on sales training

129

(1)

The need for sales training

129

(1)

The sales training process

129

(1)

Needs assessment

130

(1)

Subjective assessment methods

130

(1)

Objective assessment methods

130

(1)

General assessment methods

131

(1)

Training objectives

131

(1)

Planning sales training

132

(5)

Methods

132

(4)

Content

136

(1)

Conducting sales training

137

(1)

Evaluating training

138

(2)

Reaction

139

(1)

Knowledge

139

(1)

Attitudes

140

(1)

Results

140

(1)

Other evaluation methods

140

(1)

Follow-up training

141

(1)

Chapter summary

141

(4)

Discussion questions

142

(1)

References

142

(3)

Managing the Global Sales Territory

145

(16)

Introduction

146

(1)

Company sales force or agents?

146

(2)

Pros and cons

146

(2)

Breakeven analysis

148

(1)

Selecting partners

148

(2)

Determining sales force size

150

(6)

Three methods of determining

150

(3)

Sales administration

153

(1)

Sales management control

154

(1)

Salesperson travel planning

155

(1)

Ethical issues of territory design

156

(1)

Distributors and channel partners

157

(1)

Chapter summary

157

(4)

Discussion questions

158

(1)

References

158

(3)

Motivating the Sales Force

161

(16)

Introduction

162

(1)

Motivation defined

162

(1)

Motivation: the determinants of action and inaction

163

(6)

What motivates salespeople?

164

(2)

How do salespeople choose their actions?

166

(3)

Reinforcement theory

169

(1)

Motivating the global sales force

169

(4)

Cultural differences and motivation

170

(1)

Motivational tools

171

(2)

Motivation, job satisfaction, and performance

173

(1)

Chapter summary

173

(4)

Discussion questions

174

(1)

References

174

(3)

Compensating the Global Sales Force

177

(18)

Compensation plans

178

(5)

Straight salary

179

(1)

Straight commission

180

(1)

Combination plans

181

(2)

Ethical compensation issues

183

(1)

Sales contests

184

(3)

Contest objectives

184

(1)

Contest theme

184

(1)

Chance of winning

185

(1)

Types of rewards

185

(1)

Promotion and management of contests

185

(1)

Sales contest concerns

186

(1)

Nonfinancial incentives

187

(1)

Ability to grow

187

(1)

Recognition programs

187

(1)

Opportunity to travel

188

(1)

Educational assistance

188

(1)

Sales expense plans

188

Unlimited expense plan

189

(1)

Per diem expense plan

189

(1)

Limited expense plan

190

Chapter summary

000

(195)

Discussion questions

192

(1)

References

192

(3)

Evaluation in the Global Marketplace

195

(18)

Introduction

196

(1)

Global evaluation guidance

197

(1)

Evaluating sales force performance

197

(4)

Sales analysis

198

(1)

Cost analysis

198

(1)

Profit analysis

199

(1)

Conducting sales, cost, and profit analyses

200

(1)

Performance appraisal

201

(7)

Activities

201

(3)

Outcome measures

204

(1)

Profitability measures

204

(1)

Qualitative measures

205

(1)

Bias in performance appraisal

206

(1)

Informal evaluations

207

(1)

Evaluating sales team performance

207

(1)

Diagnosing salesperson performance

207

(1)

Evaluation and action

208

(1)

Personal development

208

(1)

Reallocation of effort

208

(1)

Modifying the performance setting

209

(1)

Chapter summary

209

(4)

Discussion questions

210

(1)

References

210

(3)

Part IV GLOBAL STRATEGIC MANAGEMENT ISSUES

213

(56)

Identifying and Forecasting Global Markets

215

(18)

Introduction

216

(1)

Economic conditions

217

(3)

Population

217

(1)

Income

218

(1)

Consumption

219

(1)

Economic development

219

(1)

Cultural factors

220

(1)

Market size

220

(5)

Estimation by analogy

211

(11)

The trade audit

222

(1)

Maximum market potential

223

(1)

Chain ratio method

223

(1)

Extrapolation

224

(1)

Final suggestions for market size estimation

225

(1)

Political/legal factors

225

(2)

Salesperson and market fit

227

(1)

Competition

228

(1)

The market potential assessment checklist

229

(4)

Chapter summary

230

(1)

Discussion questions

230

(1)

References

231

(2)

Sales Force Strategies in the Global Marketplace

233

(18)

Introduction

234

(1)

Planning as a luxury

234

(1)

Budgeting

235

(1)

Annual planning

235

(4)

Goals

235

(1)

Objectives

236

(1)

Sales strategies

236

(1)

Tactics

236

(1)

Budgeting

236

(3)

Controls

239

(1)

Long-range planning

239

(3)

Political changes

240

(1)

Legal changes

240

(1)

Economic changes

240

(1)

Technological changes

241

(1)

Societal changes

241

(1)

Cultural changes

241

(1)

Strategic planning

242

(6)

Decision support system

243

(1)

Situational assessment

244

(1)

Competitor assessment

245

(2)

Core competency assessment

247

(1)

Contingency planning

247

(1)

SWOT analysis

248

(1)

Chapter summary

248

(3)

Discussion questions

248

(1)

References

249

(2)

Customer Relationship Management

251

(18)

Customer relationship management defined

252

(1)

Evolution of customer relationship management

253

(1)

Determinants of customer relationship management

253

(2)

Stages in the development of a customer relationship

255

(2)

Functions of customer relationship management

257

(2)

The role of salespeople as relationship builders and promoters

259

(1)

Models of customer relationship management

259

(3)

Managing customer relationships

262

(2)

The way forward

264

(1)

Chapter summary

265

(4)

Discussion questions

266

(1)

References

266

(3)

APPENDIX: SELECTED CASES

269

(26)

1 Asian Hotel Group

269

(2)

2 BP Fujian: marketing LPG in Fuzhou

271

(3)

3 Dell Computer Corporation

274

(2)

4 The European train(ing) wreck!

276

(3)

5 Motivation and turnover: the case of a southern European salesperson

279

(2)

6 Selling a luxury destination in turbulent times: the Mount Juliet Estate

281

(2)

7 Relationship marketing in the New Zealand wine industry

283

(4)

8 Pacifico Software

287

(1)

9 Smith and Nephew and Innovex

288

(4)

10 WRT

292

(3)

Index

295

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Sales Management: A Global Perspective

Summary

Author Biography

Table of Contents

Supplemental Materials