___

ANDERSON, Ralph, Essentials of Personal Selling: the New Professionalism, Prentice Hall, New Jersey, 1995, p.282.

BAS (TORTOP) ,Sevim, Hipotez Testinde Alfa ve Beta Hatalar ve Ölçülmesi , .Ü. letme Fakültesi Dergisi 1974 Cilt :4 Say :1

BERRY, Michael ve LINOF, Gordon, Data Mining Techniques: For Marketing, Sales and Customer Support, USA, John Wiley and Sons, Inc., 1997, p.5.

BOWEN, Earl K. Basic Statistics for Business and Economics McGraw-Hill Book Co, 1982 p.68.

BURNS, Alvin C. and, Ronald F. Bush, Marketing Research, Second Edition, Prentice Hall, New Jersey, 1998, pp.97-112.

CHALLAGALLA, Goutam, Tasadduq Shervani and George Huber, Supervisory Orientations and Salesperson Work Outcomes: The Moderating Effect of Salesperson Location , Journal of Personal Selling and Sales Management, v20 (Summer) 2000, pp.161-171.

CHANDRASHEKERAN, Murali; Kevin McNeilly, Frederick A.Russ, and Detelina Marinova,

From Uncertain Intentions to Actual Behavior: A Threshold Model of Whether and

When Salespeople Quit , Journal of Marketing Research, v37(November), 2000, pp.463-479.

CLARK, Colin and Trevor Pinch, Recontextualising Sales Resistance-A Response to Hunt and Bashaw , Industrial Marketing Management, v30, 2001, pp.637-643. COOPER, Pete, Dealing http://www.iboost.com/manage/crm/3094.htm /20.5.2005. with Customer Objections,

DION, James E., Retail Selling Ain t Brain Surgery, It s Twice As Hard-9 Steps to Successful Sales Relationships, Published by J. C. Williams Group Limited, Toronto, 1995, pp. 56- 57.

DIXON, Andrea L., Rosann L.Spriro and Maqbul Jamil, Successful and Unsuccessful Sales Calls: Measuring Salesperson Attributions and Behavioural Intentions , Journal of Marketing, v65 (July) 2001, pp.64-78.

DOYLE, Stephen X.; George Thomas Roth, Selling and Sales management in Action: The Use of Insight Coaching to Improve Relationship Selling , The Journal of Personal Selling and Sales Management, vXII, n1 (Winter) 1992, pp.59-64.

DWYER, Sean; John Hill and Warren Martin, An Empirical Investigation of Critical Success Factors in the Personal Selling Process for Homogeneous Goods , Journal of Personal Selling and Sales Management, v20 (Summer) 2000, pp.151-159.

FILL, Chris, Marketing Communications-Framework, Theories and Applications, Prentice- Hall, London, 1995, p.17.

FRIEDMAN, Harr J., No Thanks I m Just Looking-Professional Retail Sales Techniques For Turning Shoppers Into Buyers, Kendall Hunt Publishing, United States, 1992, p.141.

GRONSTEDT, Anders, Mü teri Yüzy l

Dünya Lideri irketlerden Entegre Pazarlama ve

leti im Dersleri, Translated by S.Tanju Kalkay, Media Cat Kitaplar , Istanbul, 2000, p.80.

GODFREY, Mike, Targeted Selling, Prentice-Hall, Sydney, 1995, p.55.

GORDON, Josh, How to Motivate Your Client to Buy: Develop a Dialog With Your Client That Inspires Commitment , Folio: The Magazine for Magazine Manegement, v23 n19 1995, p.258.

HANKE, John.E. ; Arthur G. Reitsch, Understanding Business Statistics USA, Richard D. Irwin, Inc.1992 pp.442, 480.

HEIMAN E.Stephen; Diane Sanchez and Tad Tuleja, The New Conceptual Selling, Kogan Page, London, 2004, p.27.

HOPKINS, Tom, How to Master the Art of Selling, Harper Collins Publishers, New York, 1994, pp.244-245.

HUNT, Kenneth A., and R. Edward Bashaw, A New Classification of Sales Resistance Industrial Marketing Management , v28, 1999, pp.109-118.

JOBBER, David and Geoff Lancester, Sales and Sales Management, Sixth Edition, Prentice Hall, London, 2002, p.128. Danielle, n99(May)1998, p.99. Overruled Sales Objections , Entrepreneur, v26

KOTLER, Philip and Gary Armstrong, Principles of Marketing, Eleventh Edition, Pearson Prentice Hall, New Jersey, 2006, p.503.

LANCASTER, Geoff and David Jobber, Sales Techniques and Management, Pitman Publishing, London, Second Edition, 1990, pp.88-93.

MANNING, Gerald L.; Barry L. Reece, Selling Today-Building Quality Partnerships, Seventh Edition, Prentice Hall, New Jersey, 1998, p.277.

MENGÜÇ, Bülent, An Empirical Investigation of a Social Exchange Model of Organizational Citizenship Behaviours Across Two sales Situations: A Turkish Case , Journal of Personal Selling and Sales Management, v20 (Summer) 2000, pp.205-214.

McDONALD, Malcolm H.B. and John W. Leppard, How to Sell a Service-Guidelines for Effective Selling in Service Business, Second Edition, Heinemann Professional Publishing, Oxford, 1990, pp.150-151.

MURPHY, John H., and Isabella C.M. Cunningham, Advertising and Marketing Communication Management, The Dreyden Press, Forth Worth, 1993, p.331.

OFIR, Chezy and Itamar Simonson, In Search of Negative Customer Feedback: The Effect of Expecting to Evaluate on Satisfaction Evaluations", Journal of Marketing Resarch, v38 (May) 2001, pp.170-182.

PETERSON, M.Robert, and George H.Lucas, What Buyers Want Most From Salespeople: A Wiew From The Senior Level , Business Horizons, v44 (September-October) 2001, pp.39-45.

RAAIJ, W.Fred van ; Alain Strazzieri and Arch Woodside, New Developments in Marketing Communications and Consumer Behavior , Journal of Business Resarch, v53, 2001, pp.59-61.

SPEIER, Cheri, and Viswanath Venkatesh, The Hidden Minefields in the Adoption of Sales Force Automation Technologies , Journal of Marketing, v66(July), 2002, pp.98-111.

SIRGY, M.Joseph, Integrated Marketing Communications: A System Approach, Prentice-Hall, New Jersey, 1998, p.4

SHAO,Alan.T,Marketing Research :An Aid to Decision Making South -Western./Thomson Learning 2002 pp.71-72

SMITH, Kirk; Eli Jones, and Edward Blair, Managing Salesperson Motivation in a Territory Realigment , Journal of Personal Selling and Sales Management, v20 (Summer) 2000, pp.215-226.

Successful Objection Handling, http://journeylearning.com/objection-handling.htm/20.5.2005.

WANG, Guangping, and Richard G. Neteyemer,

The Effects of Job Autonomy, Customer

Demandingness, and Trait Competitiveness on Salesperson Learning, Self-Efficacy, and

Performance , Journal of the Academy of Marketing Science, v30 (Summer) 2002, pp.217-228.

VENKATESH, R.; Goutam Challagalla and Ajay K. Kohli, Heterogeneity in Sales Districts: Beyond Individual-Level Predictors of Satisfaction and Performance , Journal of the Academy of Marketing Science, v29 (Summer) 2001, pp.238-254.

WAGNER, Judy A.; Noreen M. Klein, and Janet E. Keith, Selling Strategies: The Effects of Suggesting a Decision Structure to Novice and Expert Buyers , Journal of Academy of Marketing Science, v29 (Summer) 2001, pp.289-306.

WELLS, William, and BURNETT, John, MORIARTY, Sandra, Advertising Principles and Practice, Fourth Edition, Prentice-Hall, New Jersey, 1998, pp. 97-98.

WEITZ, Barton A.; Stephen B. Castlebery and John F.Tanner Jr. , Selling Building Partnership, Fourth Edition, McGraw-Hill Irwin, Boston, 2001, pp.315-318.

WOTRUBA, Thomas R., Sales Management-Concepts, Practice, and Cases, Goodyear Publishing, Santa Monica, 1981, pp.1-2, 14, 22.