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ABOUT THE AUTHORS
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accounts Amgen approach areas behavior Body Glove BUILDING QUALITY PARTNERSHIPS buyer resistance buying decision buying motives Chapter client closing the sale communication style communication-style competition concept consultative selling Corporation customer service customer strategy customer's describe develop discuss dominance effective Emotive employees establish example Explain feel firms Frito-Lay goal growing number Harvey Mackay Hewlett-Packard identify important involved Judith Martin Larry Wilson Lee Iacocca Letitia Baldrige major manufacturer meet negotiating Nordstrom objectives offer penetration pricing personal computer personal selling position potential prepared presentation strategy problem prod product features product knowledge product or service product strategy prospect purchase relationship strategy response retail SALES AUTOMATION sales call sales force sales manager sales presentation sales representative sales training salespeople salesperson says selection selling situations sociability specific success suggestion selling telephone tion tomer value-added