The second edition of Sales Force Management prepares students for professional success in the field. Focused on the areas of customer loyalty, customer relationship management, and sales technology, this practical resource integrates selling and sales management while highlighting the importance of teamwork in any sales and marketing organization. The text presents core concepts using a comprehensive pedagogical framework—featuring real-world case studies, illustrative examples, and innovative exercises designed to facilitate a deeper understanding of sales management challenges and to develop stronger sales management skills.
Supported with a variety of essential ancillary resources for instructors and students, Sales Force Management, 2nd Edition includes digital multimedia PowerPoints for each chapter equipped with voice-over recordings ideal for both distance and in-person learning. Additional assets include the instructor's manual, computerized and printable test banks, and a student companion site filled with glossaries, flash cards, crossword puzzles for reviewing key terms, and more.
Integrating theoretical, analytical, and pragmatic approaches to sales management, the text offers balanced coverage of a diverse range of sales concepts, issues, and activities. This fully-updated edition addresses the responsibilities central to managing sales people across multiple channels and through a variety of methods. Organized into four parts, the text provides an overview of personal selling and sales management, discusses planning, organizing, and developing the sales force, examines managing and directing sales force activities, and explains effective methods for controlling and evaluating sales force performance.
Table of Contents:
Preface xxiii
About the Authors xxxi
1 Introduction to Sales Force Management and Its Evolving Roles 1
2 Managing Ethics in a Sales Environment 30
3 Customer Relationship Management (CRM) and Building Partnerships 62
4 The Selling Process 96
5 Sales Forecasting and Budgeting 125
6 Sales Force Planning and Organizing 155
7 Time and Territory Management 187
8 Recruiting and Selecting the Sales Force 215
9 Training the Sales Force 251
10 Sales Force Leadership 285
11 Sales Force Motivation 333
12 Sales Force Compensation 371
13 Sales Organization Audit and Sales Analytics 403
14 Sales Force Performance Evaluation 438
Glossary G-1
Index I-1
About the Author :
Dr. Joseph F. Hair, Jr., Ph.D. is the Director of the Ph.D. Program in Business Administration and Cleverdon Chair of Business, Mitchell College of Business, University of South Alabama. Immediately prior to joining the University of South Alabama, Joe was the Founder and Director of the Kennesaw State University DBA program. Before KSU he was on the faculty of the Ourso College of Business Administration, Louisiana State University, where he held the Copeland Endowed Chair of Marketing. He was a United States Steel Foundation Fellow at the University of Florida, where he earned his Ph.D. in Marketing.
Dr. Rolph E. Anderson, Ph.D. is the Royal H. Gibson, Sr. Chair Professor and former Head (1975-1997) of the Department of Marketing at Drexel University. He earned his Ph.D. from the University of Florida, and his MBA and BA degrees from Michigan State University where he was a member of the varsity basketball team after being selected first team AllState in high school. His primary research and publication areas are personal selling and sales management, customer satisfaction and customer loyalty. He is author or coauthor of over 20 textbooks, including Multivariate Data Analysis, 8th ed. — one of the most highly referenced research texts in the social sciences (among top 5 all-time) translated into several languages; Professional Personal Selling, 3rd ed.; and Sales Management: Building Customer Relationships and Partnerships. According to Google Scholar Citations, his research has been cited over 180,000 times in scholarly publications. Dr. Anderson's articles have been widely published in the major journals in his field, including the Journal of Marketing Research, Journal of Marketing, Journal of Retailing, Journal of the Academy of Marketing Science, MIT Sloan Management Review, Journal of Business Research, European Journal of Marketing, Psychology & Marketing, Business Horizons, Industrial Marketing Management, Journal of Historical Research in Marketing, Journal of Marketing Channels, Journal of Marketing Theory & Practice, Journal of Personal Selling & Sales Management, and various others.
Dr. Rajiv Mehta, Ph.D., who earned his Ph.D. in Marketing from Drexel University in 1994, is a Professor of Marketing at the Martin Tuchman School of Management, New Jersey Institute of Technology. Previously, he served on the faculty of Loyola University New Orleans. Dr. Mehta's research focuses on the areas of selling and sales management, marketing channels, and global marketing, Japanese Keiretsu, and the cross-border management of International Strategic Distribution Alliances. He is coauthor of four university-level textbooks, including Personal Selling: Building Customer Relationships and Partnerships, 3rd ed., and Sales Management: Building Customer Relationships and Partnerships.
Dr. Barry J. Babin, Ph.D. (Louisiana State University), is the Morris Lewis Professor and Chair of Marketing at Ole Miss Business School. He has authored well over 100 professional publications with research appearing in the International Journal of Wine Business Research, Journal of the Academy of Marketing Science, Journal of Marketing, Journal of Retailing, Journal of Business Research, Journal of Consumer Research, European Journal of Marketing, and many others. His 1994 JCR article on utilitarian and hedonic value is one of the most cited papers ever published in JCR (over 6,500 citations). Googlescholar credits his publications with well over 100,000 citations. Barry is Past-President of the Academy of Marketing Science (AMS), Co-Chair of the AMS Board of Governors, the AMS Co-Director of International Programs, and a previous recipient of the AMS Harold W. Berkman Distinguished Service Award. He served as Marketing Section Editor for JBR for over 15 years and has won outstanding reviewer awards from multiple journals. He is coauthor of several leading books including CB: A Consumer Value Framework (8th edition, 2019), Multivariate Data Analysis (8th edition, 2019) and Exploring Marketing Research (11th edition, 2018).
