Fundamentals of Selling Customers for Life through Service

Part 1: Selling as a Profession

Chapter 1: The Life, Times, and Career of the Professional Salesperson

Chapter 2: Relationship Marketing: Where Personal Selling Fits

Chapter 3: Ethics First… Then Customer Relationships

Part 2: Preparation for Relationship Selling

Chapter 4: The Psychology of Selling: Why People Buy

Chapter 5: Communication for Relationship Building: It’s Not All Talk

Chapter 6: Sales Knowledge: Customers, Products, Technologies

Part 3: The Relationship Selling Process

Chapter 7: Prospecting – The Lifeblood of Selling

Chapter 8: Planning the Sales Call Is a Must

Chapter 9: Carefully Select Which Sales Presentation Method to Use

Chapter 10: Begin Your Presentation Strategically

Chapter 11: Elements of a Great Sales Presentation

Chapter 12: Welcome Your Prospect’s Objections

Chapter 13: Closing Begins the Relationship

Chapter 14: Service and Follow-Up for Customer Retention

Part 4: Managing Yourself, Your Career, and Others

Chapter 15: Time, Territory, and Self-Management: Keys to Success

Chapter 16: Planning, Staffing, and Training Successful Salespeople

Chapter 17: Motivation, Compensation, Leadership, and Evaluation of Salespeople

Appendix A: Sales Call Role-Plays

Appendix B: Personal Selling Experiential Exercises

Appendix C: Comprehensive Sales Cases

Appendix D: Selling Globally

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