Includes bibliographical references and index. Previous Canadian eds. published under title: ABC's of relationship selling. Includes CD-ROM in paper sleeve on back cover Includes glossary

Part I. Selling as a Profession: 1. The life, times, and career of the professional salesperson -- 2. Social, ethical, and legal issues awareness -- Part II. Preparation for Relationship Selling: 3. The psychology of selling: why people buy, what people buy -- 4. Communication for successful selling: how to build relationships -- 5. Sales knowledge: customers, products, technologies -- Part III. The Relationship Selling Process: 6. Prospecting - the lifeblood of selling --7. The preapproach - planning your sales call and presentation -- 8. The approach - begin your presentation strategically -- 9. The presentation - elements of effective persuasion -- 10. Objections - address your prospect -- 11. Closing - the beginning of a new relationship -- 12. Follow-up - maintain and strengthen the relationship -- Part IV. Keys to a Successful Selling Career: 13. Time, territory, and self-management -- 14. Retail, business, services, and nonprofit selling.