Sales Management

Change is the one certainty. Changes in the importance of key customers, information technology and the globalization of business have had dramatic effects on sales operations over recent years. Taking into account and exploring these interesting and significant changes, this new edition of Bill Donaldson’s highly successful textbook is fully updated throughout, making it the definitive text for undergraduate, postgraduate and MBA students of selling and sales management.

BILL DONALDSON is Research Professor of Marketing at Aberdeen Business School, The Robert Gordon University, UK. His research interests are in the management of sales operations including SFA (sales force automation) and CRM (customer relationship management).

PART 1: THE PHILOSOPHY OF SELLING * The role of selling * Theories of buying and selling * Types of selling * Sales people and selling skills * PART 2: THE SELLING PROCESS (THE MOBILISATION OF RESOURCES BEHIND A CUSTOMER) * Sales force organisation * Technology * Sales forecasting and setting targets * Selling in International Markets * PART 3: SELLING IN PRACTICE (THE MANAGEMENT OF SALES OPERATIONS) * The selling process in practice * Recruitment and selection * Training and leadership (including coaching) * Motivation and rewards * Monitoring and measurement (including customer evaluation) * Ethics * Cases