Selling as a profession : The life, times and career of the professional salesperson ; Ethics first ... then customer relationships -- Preparation for relationship selling : The psychology of selling : why people buy ; Communication for relationship building : it's not all talk ; Sales knowledge : customers, products, technologies -- The relationship selling process : Prospecting -- the lifeblood of selling ; Planning the sales call is a must! ; Carefully select which sales presentation method to use ; Begin your presentation strategically ; Elements of a great sales presentation ; Welcome your prospect's objections ; Closing begins the relationship ; Service and follow-up for customer retentions -- Time and territory management : Keys to success ; Time, territory, and self-management : keys to success -- App. A. Sales call role-plays -- App. B. Personal selling experimental exercises -- App. C. Selling globally. App. D. Answers to crossword puzzles ; Glossary of selling terms ; Notes ; Photo credits.