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This brand new edition reflects the substantial changes that have occurred in personal selling. It focuses on the two fundamentals of personal selling, consultation and persuasion, together with detailed coverage of customer relationship management strategies for practical success in the field.
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Table of Contents

Selling: Managing Customer Relationships 3e Part 1: Customers and Organisations Chapter 1: Selling, Marketing and Customer Relationship Management Chapter 2: Understanding Consumers Chapter 3: Understanding Organisational Buyers Chapter 4: Ethical and Legal Issues in Selling Part 2: Preparing to Build Customer Relationships Chapter 5: Developing your Communication Skills Chapter 6: Getting Organised Chapter 7: Prospecting Part 3: Conducting Sales Interviews with Customers Chapter 8: Selling as Consultation Chapter 9: Managing Objections and Buyer Concerns Chapter 10: Obtaining Commitment Part 4: Managing Customer Relationships Chapter 11: CRM in the Modern organisation Appendix to Chapter 11 Implementing customer contact programs Chapter 12: Managing Relationships with Key Customers Chapter 13: Negotiating with Customers Chapter 14: Making Presentations to Customer Groups Part 5: Extension Case Studies and Activities

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