pt. 1. Selling as a profession. 1. The life, times, and career of the professional salesperson ; 2. Relationship marketing : where personal selling fits ; 3. Ethics first ... then customer relationships -- pt. 2. Preparation for relationship selling. 4. The psychology of selling : why people buy ; 5. Communication for relationship building : it's not all talk ; 6. Sales knowledge : customers, products, technologies -- pt. 3. The relationship selling process. 7. Prospecting : the lifeblood of selling ; 8. Planning the sales call is a must ; 9. Carefully select which sales presentation method to use ; 10. Begin your presentation strategically ; 11. Elements of a great sales presentation ; 12. Welcome your prospect's objections ; 13. Closing begins the relationship ; 14. Service and follow-up for customer retention -- pt. 4. Managing yourself, your career, and others. 15. Time, territory, and self-management : keys to success ; 16. Planning, staffing, and training successful salespeople ; 17. Motivation, compensation, leadership, and evaluation of salespeople -- Appendix A. Sales call role-plays -- Appendix B. Personal selling experiential exercises -- Appendix C. Comprehensive sales cases -- Appendix D. Selling globally.