ABC's of Relationship Selling through Service, 3/e
Charles M. Futrell,
Texas A&M University Mark Valvasori,
Mohawk College
ISBN: 007095187x Copyright year: 2007
Feature Summary
Many reality-based features are included in this Third Canadian Edition to stimulate learning. One major goal of this book is to offer better ways to convey sales knowledge to the reader. To do this, the text includes numerous special features:
Sales Success Stories. New to this edition, each Part opens with a success story of a Canadian college or university graduate who has gone on to succeed in professional selling. This will show readers that there is indeed light at the end of the tunnel.
Chapter Topics and Objectives. Each chapter begins with a clear statement of learning objectives and an outline of major chapter topics. These devices provide an overview of what is to come and can also be used by students to see whether they understand and have retained important points.
Sales Challenge/Solution. The text portion of each chapter begins with a real-life challenge that sales professionals face. The challenge pertains to the topic of the chapter and will heighten students’ interest in chapter concepts. The challenge is resolved at the end of the chapter, where chapter concepts guiding the salespersons’ actions are highlighted.
Making the Sale. These boxed items explore how salespeople, when faced with challenges, use innovative ideas to sell.
Selling Tips. These boxes offer the reader additional selling tips for use in developing their role-plays.
Sales Application Learning Exercises. At the end of appropriate chapters, this multi-part, sequential exercise guides students through the process of preparing an effective sales presentation.
Exhibits. Many aspects of selling tend to be confusing at first. “What should I do?” and “How should I do it?” are two questions frequently asked by students in developing their role-plays. To enhance students’ awareness and understanding, many exhibits have been included throughout the book. These exhibits consolidate key points, indicate relationships, and visually illustrate selling techniques.
Chapter Summary and Application Questions. Each chapter closes with a summary of key points to be retained. The application questions are a complementary learning tool that enables students to check their understanding of key issues, to think beyond basic concepts, and to determine areas that require further study. The summary and application questions help students discriminate between main and supporting points and provide mechanisms for self-teaching.
Key Terms for Selling/Glossary. Learning the selling vocabulary is essential to understanding today’s sales world. This is facilitated in three ways. First, key concepts are boldfaced and completely defined where they first appear in the text. Second, each key term, followed by the page number where it was first introduced and defined, is listed at the end of each chapter. Third, a glossary summarizing all key terms and definitions appears at the end of the book for handy reference.
Ethical Dilemma. These challenging exercises provide students an opportunity to experience ethical dilemmas faced in the selling job. Students should review Chapter 2’s definition and explanation of ethical behaviour before discussing the ethical dilemmas.
Further Exploring the Sales World. These projects ask students to go beyond the textbook and classroom to explore what’s happening in the real world. Projects can be altered or adapted to the instructor’s school location and learning objectives for the class.
Cases for Analysis. Each chapter ends with brief but substantive cases for student analysis and class discussion. These cases provide an opportunity for students to apply concepts to real events and to sharpen their diagnostic skills for sales problem solving.
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2007 McGraw-Hill Higher Education