Part I: Selling as a Profession Chapter 1: The Life, Times, and Career of the Professional Salesperson Chapter 2: Ethics First…Then Customer Relationships Part II: Preparation for Relationship Selling Chapter 3: The Psychology of Selling: Why People Buy Chapter 4: Communication for Relationship Building: It’s Not All Talk Chapter 5: Sales Knowledge: Customers, Products, Technologies Part III: The Relationship Selling Process Chapter 6: Prospecting: The Lifeblood of Selling Chapter 7: Planning the Sales Call Is a Must! Chapter 8: Carefully Select Which Sales Presentation Method to Use Chapter 9: Begin Your Presentation Strategically Chapter 10: Elements of a Great Sales Presentation Chapter 11: Welcome Your Prospect’s Objections Chapter 12: Closing Begins the Relationship Chapter 13: Service and Follow-Up for Customer Retention Part IV: Time and Territory Management: Keys to Success Chapter 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

ABC’s of Relationship Selling 12e 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.