New Features

• NEW Coverage on the Golden Rule: This feature integrates ethical selling coverage throughout the book. Beginning with Chapter 2, the first major section of each chapter focuses on the fact that ethical service builds true relationships. This edition includes more content in ethics, customer relationships, and the need for integrity, character and honesty in dealing with customers.
• NEW Role Play entitled “X Dot Technologies” included in Appendix A, along with three additional and completely revised role plays.
• NEW Discussions on green marketing, social networks, e-sales, and digital sales relative to aiding the sales force.
• NEW Examples of handling questions, objections and resistance during the presentation, and closing multiple times.
• NEW Videos of the author's students, including a role play of the job interview exercise.

Retained Features

• Customer Focused Selling: Fundamentals of Selling demonstrates that t he key to developing long-lasting, and profitable, relationships with buyers is through a customer-focused, services-approach. Through active listening and putting your customer first the relationships you develop will benefit you, your employer, and most of all, your customer.
• Ethical Coverage: Closely related to the customer-focused or service approach to selling is the ethical means by which it is accomplished. Charles Futrell broadens his exploration of the ethical demands of a sales position, discussing how ethical conduct forms the basis of a long-lasting, mutually beneficial relationship with the customer. Ethical service is integrated into each chapter as well as each step of the selling process.
• Technology Coverage: Futrell understands the important role that technology plays in today's selling environment. Some of the applications covered include searching for customer information and competitor information on the World Wide Web, using an automated territory management system to manage a sales territory, using order and inventory tracking systems to provide up-to-date information to customers, and communicating with customers through e-mail. Students learn the central theme within each chapter that shows the use of technology and automation in selling and servicing prospects and customers. WWW exercises, technology in selling, and information on ACT! Customer Contact Software are also covered throughout the text.
• Complete Coverage of Sales Careers: Career information emphasizes sales jobs in all organizations – business, service, and nonprofit.
• Coverage of Relationship Selling: Charles integrates coverage of relationship and consultative selling. Students who understand the importance of developing relationships with customers will ultimately be more successful.
• Selling Videos: Book-specific videos feature a variety of short ethical videos and "A Day in the Life" videos to illustrate what salespeople do every day.
• Role-Plays: Role-play selling scenarios provide students with additional opportunities to perfect their sales approach and customer relationship skills.
• Sales World Wide Web Directory: This resource contains the URLs for the Sales World Wide Web Exercises found at the end of each chapter and for organizations with the largest sales forces in the United States.
• Sales Challenge/Solution: Each chapter begins with a real-life challenge faced by sales professionals that introduces the topic of the chapter and heightens student interest in chapter concepts. The challenge is resolved at the end of the chapter, where chapter concepts guiding the salesperson's actions are highlighted.
• Ethical Dilemma Boxes: Provide students with an opportunity to consider ethical dilemmas faced in the selling job.
• Selling Tip Boxes: Offer the reader additional selling tips for use in developing their role-plays.
• Selling Globally Boxes: Feature selling situations from around the world, many written by the author's colleagues from around the world.
• Selling Experiential Exercises: These exercises help students to better understand themselves and/or the text material. Many can be done within the class or completed outside and discussed within class.
• Cases for Analysis: Each chapter ends with several brief but substantive cases for student analysis and class discussion to providing the students with an opportunity to think critically about the application of chapter concepts.