What's New

The most important change for this edition is that a new co-author, Greg Rich, has been signed on to this edition. Greg is a professor of marketing at Bowling Green State University where he teaches sales and sales force management. He has particular interests in sales force leadership and technology. His entrance on this edition gives the book a fresh perspective in these and other areas.

The eleventh edition has been substantially revised to reflect the changing social and technological changes that will impact sales force managers during the 2000s. Of the many new features in this edition, probably the most noticeable is the emphasis placed on how the Internet is impacting personal selling and sales management practices. Many of the chapters have a highlighted box or a specific section which discusses how the Internet has changed the way managerial activities are performed. Some of the specific topics include:

_________________________________________________________________________________________________________

Customer relationship management

Sales force automation

The virtual office

Web-based recruiting

Web-based training

Global positioning systems

In this edition, the chapter on personal sellinghas expanded discussions of relationship selling, team selling, and consultative selling. This chapter also provides additional information on sales follow-up, which is the stage of the selling process that is most closely associated with relationship selling.

The leadership chapter has been revised substantially. The new focus compares and contrasts management with leadership and emphasizes transformational leadership-a style that inspires sales organizations to perform above and beyond expectations.

The cases have always been a strength of this book. Out of 49 cases, the 11th edition contains 12 new cases. All of the other cases have been updated. These cases all involve sales management problems faced by real companies. Six of these are longer, integrative cases, which have been placed in an appendix at the end of the book. The accompanying case-by-chapter grid indicates the chapters for which cases are most appropriate. Several of the cases have data that is available on a supplementary Excel spreadsheet.

Many new figures, boxed materials, and other graphics have been added to make the book more readable and understandable. Internet exercises have been added to the end of the chapters. These supplement the experiential exercises that also appear at the end of the chapters. Many new company examples illustrate the principles discussed in the text, and a company index has been added that lists these companies for increased awareness and easy references. The authors have also developed Power Point slides that illustrate many of the principles discussed in the text. These are also available as transparency masters as well.

Finally some of the topics in the book have been reorganized to reduced the total number of chapters to 17 from 20. The topics of hiring, assimilation and socialization have been integrated into the chapter on selection, now called "Selecting and Hiring Applicants." The discussion of sales force morale is now included in the leadership chapter. The topic of sales force quotas has been included in the chapter on compensation and the sales budget development discussion has been added to the sales forecasting chapter.