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SellingIngram,Laforge,Avila,Schwepker,andWilliamsModule1AnOverviewofPersonalSellingEvolutionofPersonalSellingCharacteristicsofSalesProfessionalismCost/SalesCallContributionsofPersonalSellingSalespeopleandSocietyContributionsofPersonalSellingSalespeopleandtheEmployingFirmContributionsofPersonalSellingSalespeopleandtheCustomerClassificationOfPersonalSellingJobsCharacteristicsOfSalesCareersBoundary-RoleEffectsRoleStressQualificationsAndSkillsRequiredForSuccessBySalespeopleManagingtheSalesForceModule2UnderstandingBuyersTypesofBuyersDistinguishingCharacteristicsofBusinessMarketsTheBuyingProcess(Figure2.1)SelectionofanOrderRoutineTheBuyingProcess(Figure2.1)PhaseOneRecognitionoftheProblemorNeed:TheNeedsGap(Figure2.2)ComplexMixofBusinessBuyerNeeds(Figure2.3)PhaseTwoDeterminationofCharacteristicsoftheItemandtheQualityNeededPhaseFiveAcquisitionandAnalysisofProposalsEvaluatingSuppliersandProductsPhaseFiveAcquisitionandAnalysisofProposalsMulti-AttributeModelofAdhesivesbyGMBuyersPhaseFiveAcquisitionandAnalysisofProposalsEmployingBuyerEvaluationProcedurestoEnhanceSellingStrategiesPhaseSixEvaluationofProposalsandSelectionofSupplierPhaseEightPerformanceEvaluationandFeedback(Figure2.4)ComplexMixofBusinessBuyerNeedsPhaseEightPerformanceEvaluationandFeedbackTypesofPurchasingDecisionsBuyingSituationTypesofPurchasingDecisionsThreeTypesofBuyingDecisions(Exhibit2.6)TypesofPurchasingDecisionsThreeTypesofBuyingDecisions(Exhibit2.6)TypesofPurchasingDecisionsThreeTypesofBuyingDecisions(Exhibit2.6)TypesofPurchasingDecisionsThreeTypesofBuyingDecisions(Exhibit2.6)OrganizationalBuyerBehaviorBuyingCenterCurrentDevelopmentsinPurchasingModule3BuildingTrustBuyersdefinetrustusingtermssuchas:WhatisTrust?WhyisTrustImportant?HowtoEarnTrustTrustBuilders(Figure3.1)KnowledgeBasesHelpBuildTrustandRelationships(Figure3.2)SalesEthicsImageofSalespeopleSalesEthicsImageofSalespeopleDeceptivePracticesSalesEthicsImageofSalespeopleIllegalActivitiesSalesEthicsImageofSalespeopleNon-Customer-OrientedBehaviorSalesEth
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