ABC's of Relationship Selling through Service, 9/e
Charles M. Futrell,
Texas A&M University
ISBN: 007310132x Copyright year: 2007
Feature Summary
New Emphasis. Unselfish and ethical service to the customer
underscores the new Golden Rule of Personal Selling--a sales
philosophy of unselfishly treating others as you would like to be
treated without expecting reciprocity. This is how to build longterm
relationships with customers. The Tree of Business Life Icon. Beginning with Chapter 3,
The Tree of Business Life icon is used to remind the reader of
one of the main themes of the book. This theme emphasizes that
by providing ethical service you build true relationships. This
section was developed in hopes of having the reader consider
how a salesperson would incorporate ethical service into the
chapter’s topic. The Golden Rule Icon. The Golden Rule Icon appears in each
chapter to help reinforce the Tree of Business Life. The combination
of the Golden Rule and the "Tree" guidelines for business
and selling forms the core theme of this textbook. Unselfishly
treating prospects/customers as you would like to be treated
without expecting something in return results in ethical service
which builds true long-term relationships. If you think about it,
this is how you build true personal friendships. Why not build
your business relationships on this rock? Video Cases. Cases 2.1, 2.2, 4.3, 5A.5, 7.3, 10.3, 12.4, and 13.3
can be use independently or with eight of the videos accompanying
this book. Each of the eight cases highlights a tough
ethical dilemma often faced by sales personnel in today’s
competitive marketplace. Sales Call Role-Plays and Videos. The first three of the four
role-plays in Appendix A have videos created incorporating our
selling process. The two people featured in the three role-plays
completed my selling course. The professional selling materials
in Chapters 7, 8, 9, 10, 11, and 12 do a great job in illustrating.
Actually used in my classes by hundreds of students,
these role-plays are created from information used by today's
top sales forces. Sell Yourself on a Job Interview. This all-time favorite roleplay
is in Appendix B with other experiential exercises. For
years I have used this student pleaser in both my personal selling
and sales management classes. When students see themselves
on video they quickly realize what needs to be done for
a professional interview. You have to try this exercise one time! ACT! Customer Contact. Using software to maintain contact
with customers and prospects is a necessity in the 21st century. Student Application Learning Exercises (SALES). Chapters
directly related to creating the role-play have SALES that aid
students in better understanding how to construct this popular
class project. These were first used in Professor Futrell's classes
in the fall of 1997. Students unanimously felt they were great in
helping them correctly construct their role-plays. Sales Careers. Career information has been expanded throughout
so students will better understand that there are sales jobs in
all organizations--business, service, and nonprofit. Selling Experiential Exercises. These end-of-chapter exercises
help students to better understand themselves and/or the text
material. Many can be done in class or completed outside and
discussed in class. Selling Globally Appendix. Many of these new box items were
written by friends and colleagues from countries around the
world.
Technology in Selling. A central theme within each chapter
shows the use of technology and automation in selling and servicing
prospects and customers.
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2007 McGraw-Hill Higher Education