The Ultimate Sales Book: Master Account Management, Perfect Negotiation, Create Happy Customers

Part I: Your Successful Selling Masterclass Introduction
1. Jump-start your success formula
2. Develop product and service expertise
3. Grasp the buying motives
4. Conquer objections: turn them to your advantage
5. Master successful presentations and closings
6. Create action-provoking systems
7. Implement motivation and support systems
Part II: Your Successful Key Account Management Masterclass Introduction
8. Know your customer
9. Analyse your growth opportunities
10. Measure profits by account
11. Plan for success
12. Negotiate to win/win
13. Control activity levels
14. Manage relationships
Part III: Your Negotiation Skills Masterclass Introduction
15. Creating the right environment
16. Researching your objectives
17. People and places
18. Breaking the ice
19. The agenda
20. Conclude the deal
21. Contents note continued: ch. 21 Learning from your experiences
Part IV: Your Successful Customer Care Masterclass Introduction
22. Customer care is more than just saying `Have a nice day'
23. How do you measure up?
24. How do your customers think you measure up?
25. Deliver more than your customers expect
26. Excellence in communication
27. Attitude is everything
28. Plan to excel.