Chapter 1. Introduction
Chapter 2. The selling cycle
Chapter 3. Preparation: planning the sale
Chapter 4. Prospecting
Chapter 5. First contact
Chapter 6. Qualifying customer needs
Chapter 7. Sales presentation
Chapter 8. Handling objections
Chapter 9. Negotiating sales with customers
Chapter 10. Closing the sale
Chapter 11. The final greeting
Chapter 12. Follow-up or aftercare
Chapter 13. Getting repeat business and referrals and building a loyal customer base
Chapter 14. Understanding buyer behaviour and buying signals
Chapter 15. Understanding the application of neurolinguistic programming and body language to selling
Chapter 16. How to handle difficult prospective customers
Chapter 17. The things great salespeople do right all the time
Chapter 18. The most common mistakes made by average and poor salespeople
Chapter 19. Facilitating the meeting of minds between salespeople and customers
Chapter 20. Dispelling some common myths about selling
Chapter 21. Conclusion

Appendices
Appendix A: Model answers to case studies
Appendix B: Self-test examination: theory
Appendix C: Self-test examination: practice
Appendix D: Model answers for self-test examination: theory
Appendix E: Model answers for self-test examination: practice