ABC's of Relationship Selling through Service 11e trains readers on a specific, yet generic, step-by-step selling process that is universal in nature. This edition presents a sales process or system in a logical sequence, more than any other text in the market: from planning and the approach, to closing and follow-up for exceptional customer service. The goal of this text has always been to demonstrate to students the order of steps within the selling process; provide numerous examples of what should be in each step; and how the steps within the selling process interact with one another. This market leader text brings a comfortable and familiar approach to the Selling discipline.

Table of Contents :

Part I Selling as a Profession
1 The Life, Times, and Career of the Professional Salesperson
2 Ethics First...Then Customer Relationships
Part II Preparation for Relationship Selling
3 The Psychology of Selling: Why People Buy
4 Communication for Relationship Building: It’s Not All Talk
5 Sales Knowledge: Customers, Products, Technologies
Part III The Relationship Selling Process
6 Prospecting--The Lifeblood of Selling
7 Planning the Sales Call Is a Must!
8 Carefully Select Which Sales Presentation Method to Use
9 Begin Your Presentation Strategically
10 Elements of a Great Sales Presentation
11 Welcome Your Prospect’s Objections
12 Closing Begins the Relationship
13 Service and Follow-Up for Customer Retention
Part IV Time and Territory Management: Keys to Success
14 Time, Territory, and Self-Management: Keys to Success
Appendix A Sales Call Role-Plays
Appendix B Personal Selling Experiential Exercises
Appendix C Selling Globally
Appendix D Answers to Crossword Puzzles
Glossary of Selling Terms
Notes
Photo Credits
Index