| 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, and Technologies | | Part 3 The Relationship Selling Process |
| Chapter 7 Prospecting - The Lifeblood of Selling |
| Chapter 8 Planning Your 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 |
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| Appendix A Sales Call Role-Plays |
| Appendix B Personal Selling Experiential Exercises |
| Appendix C Sale Technology Directory and www. Exercises |
| Appendix D Comprehensive Sales Cases |
2006 McGraw-Hill Higher Education