Introduction -- New opportunities: finding prospects -- Pre-approach: doing our homework -- Initial communication: gaining the prospect's attention -- The interview: building trust -- Opportunity analysis: determining prospect potential -- Solution development: giving customers what they want -- Solution presentation: sharing our recommendation -- Customer evaluation: moving toward commitment -- Negotiation: finding common ground -- Commitment: moving from prospect to customer -- Follow-up: keeping our commitments -- Objections: opportunities to communicate -- The biggest sales advantage: our attitude.