Your product knowledge is extensive. You know its features and benefits inside out. And you are prepared for any question your customer may ask you about it. But the most important questions that need to be asked during a sales meeting are not about the product, but about the customer. If you, the salesperson, fail to ask the right questions--the ones that uncover a customer's real needs--you will never close the deal.Questions that Sell reveals advanced questioning techniques that will help you learn your customer's true needs and as a result allow you to sell your products or services based on value to the customer, rather than price--and increase your success rate as a result.Packed with powerful examples, exercises, and hundreds of sample questions for a wide range of buyer interactions, the revised and updated second edition now includes new material on how to:* Use questions to qualify prospects (without insulting them)* Discover hidden customer needs and motivations* Raise delicate questions* Overcome stalls* Identify dead-end opportunities* Turn social media contacts into active sales leads* And more!Your next sale doesn't have to depend on the customer. Success is yours for the asking!

On the front lines of customer service, every day presents new and unexpected challenges-and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Those who work on the front lines of customer service never know what new and unexpected challenges await them each day. But they do know one thing--they will be needed. But how can you prepare for the unexpected? How can customer service reps get the training and confidence required to tackle the unknown? In Be Your Customer's Hero, internationally recognized customer service expert Adam Toporek provides the answers to preparing for the surprises awaiting the CSR. Through short, simple, actionable advice, in quick, easy-to-read chapters, this invaluable guide shows customer-facing CSRs how to: Achieve the mindset required for Hero-ClassTM service Understand the customer's expectations--and exceed them Develop powerful communication skills Avoid the seven triggers guaranteed to set customers off Handle difficult and even irrational customers with ease Armed with the tools and techniques in Be Your Customer's Hero, you will have all they need to transform themselves into the heroes their customers need.

This revised edition of Robert Jolles's classic book on sales technique features brand new material throughout, including illustrations, teaching aids, coaching techniques, and true implementation strategies
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When you have a process, you have a way of measuring what you are doing. When you can measure it--you can fix it "
Customer Centered Selling "teaches the secrets of the world-famous Xerox sales training by reversing the conventional selling practices of searching for customer needs, pitching product, and adopting an order-taking mentality. Jolles provides a systematic, repeatable, predictable approach that teaches how to anticipate and influence behavior by studying and understanding the client's "Decision Cycle" and critical "Decision Points." Through the use of case studies, interactive activities, and job aids, anyone--from a seasoned sales professional to a manager or parent--can not only learn the power to influence behavior, but can implement these ideas as well. Put to good use by Toyota, Disney, NASA, Nortel, General Electric, a dozen universities, and more than fifty financial institutions, "Customer Centered Selling "provides a step-by-step, consultative process that inspires as it teaches.

This edited volume analyses leadership in the public relations (PR) industry with a specific focus on women and their leadership styles. It looks at how women lead, the inf luence of the socialisation process on leadership styles, the difference between feminine and masculine leadership styles, and the impact of leadership style on career opportunities for women. The book features case studies exploring leadership in PR around the world in an attempt to answer a central research question: is there a masculine habitus in the PR industry despite the rise of women in PR? The authors of each chapter conducted original research on women working in PR within their own country and provide original insights into the position of women in a feminised industry, as well as proposing new and original theoretical frameworks for future research. Written for scholars, researchers and students of PR and communication, this book will also be of interest to those studying gender studies, leadership and organisational analysis, and sociology.

* As opposed to overly theoretical or sensationalistic books in the marketplace, presents a holistic approach to understanding and remedying toxic culture * Offers a unique framework of 8 drivers of toxic culture, going beyond the usual explanations that are restricted to individuals' personality * Suggests what and how to change within a toxic organisational culture, and includes practical tools for immediate use such as questionnaires, checklists, and key takeaways

* As opposed to overly theoretical or sensationalistic books in the marketplace, presents a holistic approach to understanding and remedying toxic culture * Offers a unique framework of 8 drivers of toxic culture, going beyond the usual explanations that are restricted to individuals' personality * Suggests what and how to change within a toxic organisational culture, and includes practical tools for immediate use such as questionnaires, checklists, and key takeaways

* The first national large-scale questionnaire survey on social media advertising attitudes in mainland China * Combines knowledge of sociology, psychology, communication, advertising with other disciplines to develop a general frame to evaluate consumers' social media attitudes * By introducing cultural perspective, this book found U-shaped and inverted the U-shaped relationship in the Chinese context, which provides non-western didactical perspectives for scholars to explore

This is the loose-leaf version of Sport Marketing, Fifth Edition, which offers students a less expensive, printed version of the text. Sport marketing is more accessible than ever, with sport business professionals, companies, the media, athletes, teams, coaches, and fans connecting in new ways and with new experiences. Sport Marketing, Fifth Edition With HKPropel Access, presents a modernized, current-day approach to the dynamic industry of sport marketing. A full-color presentation brings this vibrant field to life with comprehensive coverage-balanced between theoretical and practical-to provide an understanding of the foundations of sport marketing and how to enhance the sport experience. Building on the legacy that Bernard Mullin, Stephen Hardy, and William Sutton established in the first four editions, a new author team, handpicked by their predecessors, draw from their modern experience in the field to add a fresh perspective to this essential text. They bring the sport industry directly to the reader through extensive industry examples, interviews of top sports executives, challenging case studies, and global perspectives from teams, leagues, and other agencies around the world. Reflecting the evolving landscape of sport marketing, the text will prepare students to stay on the leading edge with the following updates: A focus on current and emerging technologies and how they have revolutionized the sport industry-ranging from mobile video streaming and fantasy sports to artificial intelligence and virtual reality Greater emphasis on data and analytics to make more informed business decisions In-depth examination of how social media and digital platforms serve as critical communication channels to drive sport marketing strategy and execution New content on target marketing, including understanding millennial sports fans and engaging with Generation Z Updated coverage of sales processes, addressing both traditional methods and new strategies for the mobile age Discussion of modern ticketing practices and the secondary ticket market, including how leagues partner with secondary ticket providers and the impact on pricing strategies Also new to the fifth edition are related online learning aids, now delivered through HKPropel, designed to engage students and test comprehension of the material. Exclusive video interviews with sport industry leaders offer insights into how they incorporate marketing strategies into their daily work. Discussion questions and activities for each chapter guide students to apply core concepts, and web search activities provide opportunities for students to compare strategies found on sport organization websites and other online locations. In addition, chapter objectives, an opening scenario, sidebars highlighting key concepts, and Wrap-Up, Activities, and Your Marketing Plan sections at the ends of chapters offer students additional learning tools as they explore how fans, players, coaches, the media, and companies interact to drive the sport industry. With Sport Marketing, Fifth Edition With HKPropel Access, students will develop valuable marketing skills and prepare for a successful career in the competitive world of sport marketing. Note: A code for accessing HKPropel is included with all new print books.

Applying fundamentals of marketing to commercial passenger air transportation, this textbook puts the emphasis on marketing principles and illustrative ways in which airlines can distinguish themselves within the highly competitive global marketplace. Fundamentals of Airline Marketing begins with a survey of current airline business strategies and the macro forces that have shaped the airline industry in the past and will continue to do so in the future. The growing importance of technology is discussed both from the perspective of better understanding customer needs and engaging more effectively with them. The central role of the "customer" is explored through the lens of modern segmentation and branding approaches. Coverage then shifts to the tactical decision areas consisting of the 4Ps-product, place, promotion, and price-in which marketers shape and execute their strategies. The book concludes with a focus on executing marketing initiatives internally through customer-facing employee groups and externally through the measurement and management of the customer experience. Fundamentals of Airline Marketing: * is an accessible textbook on the fundamentals of marketing for commercial passenger air transportation; * chronicles the marketing innovations and controversies that have been central to the historic shift in airline fortunes; * demonstrates how airline decisions fit within the fundamentals of marketing and how the marketplace is continuing to evolve; * provides a bridge between key marketing principles and their specific application to the airline industry in each chapter. This textbook is written primarily for undergraduate college students enrolled in aviation business administration programs and related courses. It will also serve as an accessible primer on airline marketing for industry professionals not presently working in marketing and for frontline airline employees seeking to learn more about marketing.

While this book is primarily aimed at those who are involved in Knowledge Management (KM) or have recently been appointed to deliver KM in sales and marketing environments, it is also highly relevant to those engaged in the management or delivery of sales and marketing activities. This book presents models to assist the reader to understand how knowledge can be applied and reused within the sales and marketing processes, leading to an enhanced win rate.
Topics covered provide managers and practitioners with the necessary principles, approaches and tools to be able to design their approach from scratch or to be able to compare their existing practices against world class examples. Several models and methodologies are explained which can be applied or replicated in a wide variety of industries. The book also features numerous case studies which illustrate the journey that various companies are taking as they implement KM within sales and marketing.
Develops a generic model for managing knowledge in sales and marketing environmentsProvides a handbook for line managers wishing to introduce knowledge management into their sales and marketing activitiesWritten by a highly knowledgeable and well-respected practitioner in the field who is mentored by an recognised sales and marketing industry expert

Industrialisation has brought great benefits to humankind but now, after 200 years of fossil fuel use, land clearance and pollution, the planet's boundaries are being stretched to their limits. Going beyond these confines would have severe consequences for humankind. To prevent this from happening, government, corporate and community initiatives must focus on reducing the environmental impact of approximately 400 million small and medium-sized enterprises (SMEs), given that they produce approximately 70% of the world's pollution, 60% of carbon emissions and have a significant impact on land. To date, research shows that SMEs have been environmental laggards and more needs to be understood to improve sustainability in the SME sector. Broadening the researcher's methodological focus, beyond traditional singular approaches, improves knowledge generation and better informs policy and practice. This book paves the way by showing the reader that a mixed method research design is able to provide a deep, diverse and holistic understanding of sustainability and SMEs. Importantly, the book also provides an in-depth mapping of mixed method sustainability and SME research at a regional level. As this book is about environmental sustainability framed in a business context, it will be of interest to researchers, academics, students and those in industry who are enquiring about the environmental sustainability of SMEs.

This book explores the complex legal, cultural, economic and human rights issues associated with development-induced displacement and resettlement (DIDR) in Vietnam. As in many parts of the world, urban expansion and large-scale infrastructure projects in Vietnam often rely on forced land acquisition, which can result in the involuntary resettlement of households and entire communities. This book examines the adequacy of monetary and in-kind compensation and the support that resettlees need for successful integration into host communities and for sustainable livelihoods and improved well-being. It presents new paradigms and practices that place affected households at the centre of project planning and implementation to fully address the needs of the most vulnerable. This includes women, the elderly, and ethnic minority groups. Bringing together research evidence, practical experience, and insights of distinguished researchers, this book is the first to systematically examine DIDR in Vietnam, a single-party state seeking to balance state interests with the demands of investors and civil society for human rights and participation by affected people. Combining the latest evidence and research findings on development-induced displacement and resettlement in Vietnam with practical experiences in project implementation, this book will be a useful guide for researchers across development, migration, and Southeast Asian Studies, as well as practitioners and policy makers. Its lessons will also be relevant to other countries facing rapid development.

This book is part of the Human Centered Book Trilogy, the 2021 volumes of the Routledge Human Centered Management HCM Series. HCM books are pioneering transformation from the traditional humans-as-a-resource approach of the industrial past, to the humans at the center management and organizational paradigm of the 21st century. HCM is built on the talent and wellbeing of people in the workplace driving work engagement, quality standards, high performance and productivity to attain long-term organizational sustainability in the global VUCA (volatile, uncertain, complex, ambiguous) environment. This book was carefully crafted by recognized international human centered scholars from four continents. Models presented bridge persistent Soft Skills gaps in management and business and particularly between education and the workforce due to excessive testing and hard/technical skills. In contrast with hard skills, Soft Skills are transferable across jobs, industries and applicable to all dimensions of life. Soft Skills are the common language of empathy, collaboration, team building, resilience and agility transforming organizations. Human and social challenges cannot be solved only with hard skills. This is a "must read Soft Skills manual" for survival and success based on attributes all human beings possess but not everybody is optimizing to excel in life and work. This and its two complementary titles Human Centered Organizational Culture: Global Dimensions and Sensible Leadership: Human Centered, Insightful and Prudent are timely readings for leaders, managers, researchers, academics, practitioners, students and the general public responsible for organizations across industries and sectors pursuing quality standards, organizational transformation and sustainability.

Using a philosophical and interdisciplinary approach, this book looks at how accountability can provide solutions to our current environmental and global political problems. When a social system has external elements imposed upon it, or presented to it, political problems are likely to emerge. This book demonstrates that what is needed are connecting social elements with a natural affinity to bring people together despite their differences. This book is different from others in the field. It provides new insights by critiquing the extant understandings of accountability and expands the possibilities by building on Charles Taylor's philosophies. Central to the argument of the book are perspectives on authenticity and expressivism which are found to provide a radical reworking of our understanding of being in the world, and a starting point for rethinking the way individuals and communities ought to be dealing politically with accountability and ecological crises. The argument builds to an accountability perspective that utilises work from interpretivism, liberalism, and postmodern theory. The book will be of interest to researchers in environmental philosophy, critical perspectives on accounting, corporate governance, corporate social reporting, and environmental accounting.

In their book Winning Behavior, Terry Bacon and David Pugh showed how great companies outperform good ones through ""behavioral differentiation"" -- going beyond superior products and dependable service to connect with customers at every touchpoint. The Behavioral Advantage broadens the concept, applying behavioral differentiation to the business-to-business arena. The best B2B companies depend on a multifront approach to business interaction, and The Behavioral Advantage reveals the secrets behind what is essentially a chess game with competitors. To win the game, companies must develop a carefully plotted opening game, with all internal values, policies, practices, and behaviors fully aligned. A smart and efficient middle game lets the company build and strengthen its position, and the endgame assures victory and lays the groundwork for future business. Just as individual customers do, B2B customers remember those companies whose behavior consistently and significantly outshines even strong competitors. These firms create a lasting advantage -- and reap the profits that come with it.

This third edition of Contemporary Issues in Marketing and Consumer Behaviour has been revised and updated to reflect the fast-changing world we live in. The new state of the art chapter on digital marketing digs deeply into two new frontiers of marketing which have significant impact on contemporary social life: influencer marketing, and online gaming. Other new topics help us to understand how marketing can perpetuate local and global inequality through creating and sustaining hierarchies of knowledge and influencing norms of race, disability, gender and sexual orientation. Topics new to this edition include: Digital Markets and Marketing Hierarchies of Knowledge in Marketing Marketing Inequalities: Feminisms and intersectionalities The Ethics and Politics of Consumption New case studies include: Emerging Economy Brands The Fairtrade Brand Disappearing Influencers Decolonising the Media Written by four experts in the field, this popular text successfully links marketing theory with practice, locating marketing ideas and applications within wider global, social and economic contexts. It provides a complete and thought-provoking overview for postgraduate, MBA and advanced undergraduate modules in marketing and consumer behaviour and a useful resource for dissertation study at both undergraduate and postgraduate levels. Online resources include chapter-by-chapter PowerPoint slides.

The global lubricants market exceeds $110 billion, with strong future-estimated annual growth projections. While much has been written about the technical aspects of lubricant development, Lubricant Marketing, Selling, and Key Account Management fills a need for a comprehensive guide on the important commercial aspects of the business, offering unique and valuable insights from a veteran of the industry. It answers questions and offers insights on how to effectively market and sell all types of lubricants, including automotive, industrial, mining, marine, agricultural and aerospace, among others. Covers how and why people and companies buy lubricants. Instructs readers how to research and analyze markets and use the results to plan marketing and sales campaigns and activities. Details how to identify specific target market segments and sell to key lubricant accounts. Discusses how to forecast future demand for lubricants in all types of global markets. This practical book is written for technical and non-technical readers involved in the sale and management of lubricant products and offers hands-on guidance for how to successfully navigate and grow your profitability in this vitally important product sector.

* Describes the principles of capitalism and how they can be used in the space industry to maximize creation of value for humanity. * Develops pragmatic criteria for readers to use in assessing value to humanity of initiatives and business decisions in the space industry. * Describes the world's greatest problems and how space systems may help address them with emphasis placed on how the space industry supports sustainability of humanity and the planet. * Provides all of the above in an integrated format that is accessible to readers, whether coming from technical, business, or policy backgrounds.

New York Times bestselling author Donald Miller uses the seven universal elements of powerful stories to teach readers how to dramatically improve how they connect with customers and grow their businesses.

Donald Miller's StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides readers with the ultimate competitive advantage, revealing the secret for helping their customers understand the compelling benefits of using their products, ideas, or services. Building a StoryBrand does this by teaching readers the seven universal story points all humans respond to; the real reason customers make purchases; how to simplify a brand message so people understand it; and how to create the most effective messaging for websites, brochures, and social media. Whether you are the marketing director of a multibillion dollar company, the owner of a small business, a politician running for office, or the lead singer of a rock band, Building a StoryBrand will forever transform the way you talk about who you are, what you do, and the unique value you bring to your customers.

Do you remember being "in the trenches" as a salesperson? What did you think of your sales manager? If you're like many front-line sellers, you probably didn't think she or he was a wonderful example of leadership who could inspire you to do your best in life and in work. The unfortunate truth is that many sales managers-well-meaning though they usually are-lack the skills and know-how to help their sales teams grow and achieve greater success. Over a combined 50 years of experience as salespeople, managers, coaches, and executives, authors Steve Johnson and Matthew Hawk have witnessed the do's and don'ts of top performing sales teams. Next Level Sales Coaching is the culmination of their experience. In this book, they distill what they have learned working with organizations like Google, Bank of America, Enterprise Rent-A-Car, and many more. The result is a compendium of best sales coaching practices with the power to make any sales manager into an inspirational and transformational leader. At its heart, this book is about how to integrate a person-centered development mindset into sales environments. Readers will work through practical examples, including a self-assessment, to identify the best way to implement strong coaching programs within their organizations. Each chapter concludes with takeaway questions and tips that sales leaders can use right away. From goal setting to daily sales huddles, and sales development training to analytics, Next Level Sales Coaching covers the best practices that readers will want to implement to take sales management to the next level.

Corporate governance and corporate reporting are closely linked to each other, and their respective evolutionary patterns are mutually influencing. Along with the recent expansion of company disclosure, a growing attention is being paid to corporate governance determinants and mechanisms underpinning the decision to voluntarily adopt non-financial disclosure formats, such as integrated reporting. At institutional level, several national corporate governance codes have been changed towards the recognition and inclusion of this innovative, non-financial language. In academic research, the influence of corporate governance variables vis-a-vis the choice to embrace such reporting practices has been subject to a long scrutiny. However, only a little inquiry has so far analysed the influence of corporate governance factors on integrated reporting adoption, quality, and credibility. Accordingly, the aim of the book is to investigate if, and to what extent, corporate board composition and characteristics can affect, at the same time, the decision to voluntarily adopt integrated reporting by companies as well as their financial performance. The study carries out an empirical analysis of the professional features of board members at the time of their decision to implement integrated reporting as a new form of company accountability. The work provides innovative insights into the articulated relationships between the quantitative and qualitative composition of corporate boards and the latter's choice to uptake this advanced form of reporting to represent the wider value creation processes of their organisations.

Defines and situates the role of Public Relations as a creative industry Discusses the trends and issues that the sector is facing within the wider context of the Creative Industries. Highlights the importance of organizational creativity in PR. Will be a valuable resource for researchers and scholars, students of Corporate Communication and Public Relations studies and PR practitioners.

The art of self-marketing has never been more important. Best-selling author Rainer Zitelmann shows how 12 of the most successful self-promoters of all time achieved their extraordinary fame. The celebrities featured come from a variety of backgrounds from politics to sport, fashion, show business and science. Each has their own technique and their own lessons to offer - essential reading for anyone wanting to create their own successful personal brand. "Skillfully combines meticulous analysis with entertaining mini-biographies and practical insights with gossip... Even those who don't want to be on the biggest stage will want to read about how others have done it." OK! Magazine (Germany) "The book portrays twelve completely different celebrities who have more in common with each other than they would probably have ever thought themselves. These illustrious figures serve as models and examples for anyone who wants to learn the tricks of the marketing trade - to get ahead professionally and privately, to build a brand and engage with people on the internet and elsewhere." GRAZIA "If you want to build a brand, this is your bible." ERFOLG Magazine

Foundations of Social Entrepreneurship presents definitions of social entrepreneurship, explains its benefits and challenges, describes the components of an ecosystem of support, and presents practical tools to approach social entrepreneurial projects. It is designed to be easily approachable by anyone without prior in-depth knowledge of the subject. The book is divided into two parts; the first provides readers with theoretical foundations to understand the phenomenon of social entrepreneurship, its different interpretations, the context in which it developed, and its socio-economic function. The second part of the book covers what it takes to create and manage a social entrepreneurial initiative. Pedagogical features are incorporated throughout to aid learning. They include summary tables, international case studies of social entrepreneurs from both developed and emerging economies, as well as suggested exercises and examples of how the tools presented are used in practice. Truly global in its scope, with a strong emphasis on combining theory with practice, this text should be core reading for advanced undergraduate and postgraduate students studying Social Entrepreneurship, Enterprise, and Responsible Business. Online resources include links to resources, chapter-by-chapter PowerPoint slides and instructor's manual.