The second edition of Sales Force Management prepares students for professional success in the field. Focused on the areas of customer loyalty, customer relationship management, and sales technology, this practical resource integrates selling and sales management while highlighting the importance of teamwork in any sales and marketing organization. The text presents core concepts using a comprehensive pedagogical framework--featuring real-world case studies, illustrative examples, and innovative exercises designed to facilitate a deeper understanding of sales management challenges and to develop stronger sales management skills.Supported with a variety of essential ancillary resources for instructors and students, Sales Force Management, 2nd Edition includes digital multimedia PowerPoints for each chapter equipped with voice-over recordings ideal for both distance and in-person learning. Additional assets include the instructor's manual, computerized and printable test banks, and a student companion site filled with glossaries, flash cards, crossword puzzles for reviewing key terms, and more.Integrating theoretical, analytical, and pragmatic approaches to sales management, the text offers balanced coverage of a diverse range of sales concepts, issues, and activities. This fully-updated edition addresses the responsibilities central to managing sales people across multiple channels and through a variety of methods. Organized into four parts, the text provides an overview of personal selling and sales management, discusses planning, organizing, and developing the sales force, examines managing and directing sales force activities, and explains effective methods for controlling and evaluating sales force performance.

Preface xxiiiAbout the Authors xxxi1 Introduction to Sales Force Management and Its Evolving Roles 12 Managing Ethics in a Sales Environment 303 Customer Relationship Management (CRM) and Building Partnerships 624 The Selling Process 965 Sales Forecasting and Budgeting 1256 Sales Force Planning and Organizing 1557 Time and Territory Management 1878 Recruiting and Selecting the Sales Force 2159 Training the Sales Force 25110 Sales Force Leadership 28511 Sales Force Motivation 33312 Sales Force Compensation 37113 Sales Organization Audit and Sales Analytics 40314 Sales Force Performance Evaluation 438Glossary G-1Index I-1