Autorentext

Aaron D. Arndt (Ph.D., University of Oklahoma) has been at Old Dominion University since August, 2008. As the inaugural Chair of the Thurmond School of Professional Sales and Negotiations from 2019-2025, he launched ODU's sales program. His primary research interests are in personal selling, sales management, negotiations, and retailing. He has published over 30 research articles in journals such as the Journal of Retailing, Journal of Personal Selling and Sales Management, and the International Journal of Research in Marketing. He has won multiple awards for his research and teaching, including the James M. Comer Award for Best Contribution to Selling and Sales Management Theory 2021. His research has been featured in the Virginian Pilot and National Public Radio. Dr. Arndt teaches a variety of classes at the undergraduate and graduate level including professional selling, sales management, negotiation, marketing management, persuasion, and marketing research. He incorporates hands-on practice and community engagement projects into his classes so that students have the opportunity to develop skills and gain real-world experience. He actively hosts outreach seminars to help people in the local community improve negotiation and communication skills. He is also the Executive Director of the National Conference in Sales Management and the co-faculty advisor for ODU chapter of Pi Sigma Epsilon.

Klappentext

Professional Selling: A Skill-Building Approach teaches the principles of in-person, remote, and digital selling today through active learning. Discussions of modern technologies, social selling, and sales analytics show students how to combine effective face-to-face and remote selling skills with data-driven strategies.

Inhalt

Preface
Acknowledgments
About the Authors
Chapter 1: Professional Selling in a Digital World
Professional Selling Defined
Professional Sales Careers
The Sales Cycle
Approaches to Selling
Sales Sectors
Digital Selling
Chapter Summary
Key Terms
Call to Action Activity 1: The Right Sales Approach
Continuing Case: PayQuick-Introduction to PayQuick
References
Chapter 2: Communication for Success
The Sales Pitch
The Sales Conversation
Nonverbal and Paralinguistic Communications
Active Listening
Adaptive Selling Behaviors
Chapter Summary
Key Terms
Call to Action Activity 1: Charity pitch!
Continuing Case: PayQuick-A Payroll System for an Ice Cream Shop
References
Chapter 3: Ethics and Legality
Why Ethics?
Codes of Ethics and Standards of Conduct
Do the Ends Justify the Means? Considering Ethical Questions Through Deontology and Utilitarianism
Influences on Ethical Decision-Making
Examples of Unethical Behaviors and Their Legality
Creating Your Own Code of Ethics
Chapter Summary
Key Terms
Call to Action Activity 1: Create Your Own Ethical Code
Continuing Case: PayQuick-Being an Ethical Salesperson
References
Chapter 4: Decision-Making and the Buying Process
Factors That Influence Customer Decision-Making
Types of Purchases and Decision-Making
Buying Centers
The Bidding Process
The Customer Journey in B2C and B2B Sales
Purchase Risk
A Salesperson's Influence on Decision Making
Chapter Summary
Key Terms
Call to Action Activity 1: Talk to a Buyer
Continuing Case: PayQuick-Decision-Making
References
Chapter 5: Meetings in the Sales Process
The Sales Process Overview
Networking
Quick Pitches
Discovery Meetings
Presentations
Negotiations
Follow-Up
Meeting Logistics
Team Selling
Chapter Summary
Key Terms
Call to Action Activity 1: A Walkthrough of Your Building
Continuing Case: PayQuick-Mapping Out the Sales Process
References
Chapter 6: Prospecting and Pre-Call Research
Prospecting to Feed the Sales Funnel and Pipeline
Understanding Leads, Prospects, and Customers
The Prospecting Process
Types of Prospecting Outreach
Prospecting with AI
Common Objections in Prospecting-and How to Handle Them
Chapter Summary
Key Terms
Call to Action Activity 1: Talk to a Buyer - Prospecting Focus
Continuing Case: PayQuick-Prospecting for Payroll Systems
References
Chapter 7: First Impressions and Developing Trust
Trust and Rapport
Initial Impressions
The Similarity-Attraction Effect
Shaping Your Initial Impression
Making the Approach
Chapter Summary
Key Terms
Call to Action Activity 1: Adjust Your Initial Impression
Continuing Case: PayQuick-Building Rapport to Sell Payroll
References
Chapter 8: Needs Discovery and Sales Questioning Methods
Active Listening
Questioning Basics
Sales Questioning Methods
Salesperson Customer Orientation
Chapter Summary
Key Terms
Call to Action Activity 1: Using the Challenger Sales Method in Laptop Sales
Continuing Case: Discovery for PayQuick software
References
Chapter 9: Communicating Value
The Value Proposition
What Is Value?
Value Cocreation
Cocreation in the Supply Chain
Cocreation in a Buying Center
Chapter Summary
Key Terms
Call to Action Activity 1: Selling to New Heights
Continuing Case: PayQuick-Value in the Payroll System
References
Chapter 10: Sales Commitment and Addressing Customer Objections
The Closing Process
Closing Strategy
Addressing Customer Concerns
Repeated Closing Attempts
Post-Sale Assurance
Failure to Close
Chapter Summary
Key Terms
Call to Action Activity 1: Go Sell, Literally!
Continuing Case: PayQuick-Selling a Payroll System
References
Chapter 11: Negotiations
Negotiation Preparation
Decision to Negotiate
Negotiation Power
Negotiation Styles
Closing the Negotiations
The Negotiation Process
Negotiating on Behalf of Others
Impossible Negotiations
Chapter Summary
Key Terms
Call to Action Activity 1: Paper Problems!
Continuing Case: PayQuick-Negotiating Terms for a Payroll System
References
Chapter 12: Social Selling
Social Media and Sales
Building Relationships
Buyer Engagement
Initiating Conversations on Social Media Platforms
Learning through Listening
Personal Branding
Chapter Summary
Key Terms
Call to Action Activity 1: Class Connect
Continuing Case: PayQuick-Competitive Research
References
Chapter 13: Sales Analytics
Sales Analytics
Data Types
Sales Forecasting
Making Sense of Unstructured Data
Customer Relationship Management (CRM)
Handling Requests for Proposals
Technostress
Chapter Summary
Key Terms
Call to Action Activity 1: Using Analytics and Data to Help Deal With Difficult Situations
Continuing Case: PayQuick-CRM System
References
Chapter 14: Time and Territory Management
The Language of Time Management
Personality and Culture
Time Management Strategies
Territory Management
The Basics of Compensation
Performance Metrics and Compensation Structures
Chapter Summary
Key Terms
Call to Action Activity 1: Do My Math Work for Me!
Continuing Case: PayQuick-Your Payroll Territory
References
Chapter 15: Sales Careers
Sales Job Characteristics
Sales Role Taxonomy
Personality and Professional Selling
Performance Evaluation
Job Shadowing and Professional Development
Chapter Summary
Key Terms
Call to Action Activity 1: Go Job Shadowing
Continuing Case: PayQuick-A Payroll Sales Career
References