Preface About the Authors Chapter 1: Overview of Personal Selling Chapter 2: Building Trust and Sales Ethics: Developing Trust and Mutual Respect with Clients Chapter 3: Understanding Buyers Chapter 4: Communication Skills Chapter 5: Strategic Prospecting and Preparing for Sales Dialogue Chapter 6: Planning Sales Dialogues and Presentations Chapter 7: Sales Dialogue: Creating and Communicating Value Chapter 8: Addressing Concerns and Earning Commitment Chapter 9: Expanding Customer Relationships Chapter 10: Adding Value: Self-Leadership and Teamwork Endnotes Index