Since the 13th edition, the business environment and research on personal selling and sales force management have experienced significant changes. Our primary goal as researchers, practitioners, and consultants in the field of selling is to provide a cutting-edge treatment of the field. The 14th edition of Selling Today describes what ramifications the information age has for the selling world and how sales professionals must cope with new issues arising from the information revolution with an ethical, customer-centered mindset. The most significant changes in the new edition include the following:

• Exclusive to 14e Selling Today! New Neil Rackham Selling Today/SPIN Selling Video. Utilizing the extensive research, writing, and worldwide consulting work of Neil Rackham, the authors have partnered with him to produce an exclusive video new to the 14th edition of Selling Today. Neil Rackham is one of the most recognized sales authors of all time. Celebrated for his pioneering book titled SPIN Selling, Neil is a sought-after expert who consults with global organizations on improving and streamlining their sales functions.

  Presented in Chapter 11 “Determining Customer Needs with a Consultative Questioning Strategy,” this new to the Adaptive Selling Today Video Series that features Rackham providing cutting-edge information on the effective use of questions in Selling Today. (Also see boxed insert on p. 228.) Additionally, Neil shares his insights on the changing role of salespeople in an increasingly competitive marketplace. He further emphasizes the importance of sales education in the business curriculum.

  In addition to this being a “first custom-produced Neil Rackham video for a college textbook,” Selling Today was the first text to present an entire chapter on the critically important skill of using questions to partner with customers. Another first for Selling Today was an entire chapter devoted to the important process of building partnering relationships using communication or behavioral style principles. This kind of relationship is important for developing the right context for the effective use of the questions Rackham advocates in his SPIN Selling research, writings, and consulting work.

  

• New Entrepreneurial and Inside Sales Reality Selling Videos for the 14th Edition With the rapid increase in college graduates starting careers in Entrepreneurship and Inside Sales, new Reality Selling Today Videos, with accompanying Case Problems and Role Plays, covering these important career areas were created for the 14th edition.

  

  The new Chapter 2 Reality Selling Video features Entrepreneur Ryan Guillory, an owner/agent of an independent insurance agency. He is his company—responsible for building a successful organization that relies on developing and maintaining customer relationships, being an expert regarding both his many products and his competition, understanding the needs of his clientele and partnering with them in finding and delivering value adding solutions to their buying problems. How well Ryan, a recent college graduate, executes and manages these important company functions will determine the future growth and success of his agency (see pp. 29–30 for more information).

  

  The new Chapter 14 Reality Selling Video showcases Khalid Naziruddin, a big-ticket sales representative for a highly acclaimed luxury brand Audi automobile dealership that is “Obsessed with Service.” Khalid, a recent graduate of Texas Tech University, was tested by his company during the hiring process for intelligence and aptitude. The goal was to find the kind of individual, such as Kahlid, that is friendly, well groomed, highly trainable, and able to personalize and create value during the buying experience. Kahlid engages and partners with his clients in an attractive setting of fresh flowers, original art, an ultra clean facility, and a large inventory of high quality luxury products. His goal is to provide legendary customer service, create moments of magic, and develop a highly satisfied lifetime customer base (see p. 312 for more information).

  Selling Today is the only personal selling text to bring this type of sales training support to the classroom. With these two new videos, there are now a total of 12 Reality Selling Today videos. These unique learning tools feature successful recent college graduates making sales calls as they do on a daily basis in their professional personal selling careers. The videotaped presentations are introduced in a chapter-opening vignette, related to the material presented in the chapter, applied with a case problem at the end of the chapter, and further used as a setting for detailed role play scenarios presented in Appendix 1 . The two new videos were shot “on-site” in settings where these successful young salespeople make their sales presentations.

• Introducing CRM (Customer Relationship Management) Systems Boxed Inserts. The 14e CRM has been updated and enhanced by exposing users to a broad-based application of today’s best-selling CRM applications. The 14e introduces the use of popular CRM systems, such as Salesforce, NetSuite, Siebel, and Sugar CRM in Chapter 1 through our popular boxed inserts. Then in Chapter 2 we provide instructions for the use of a regularly updated 30-day Salesforce.com free trial, as well as access to training videos for the software. Additional CRM boxed inserts appearing throughout the text show how salespeople apply customer relationship management software to improve their partnering strategies.

Additionally, students can experience the importance of CRM Contact Reports and accompanying Notes Windows with the 20 regional accounts presented in Appendix 2, Regional Accounts Management Case Study. They soon realize the value of information entered into CRM systems as they analyze account metrics, prepare reports, and move their new accounts successfully through the sales process.

• Updated Social Media and Selling Today Boxed Inserts. Social media is playing a larger role in Selling Today. The 14e boxed inserts have been carefully updated and expanded to reflect strategies utilizing social media for selling in today’s information-driven business world.

• Latest Research and Trends from Academic Journals and Trade References. Extensive referencing of academic articles found in the Journal of Personal Selling and Sales Management, Journal of Marketing, Harvard Business Review, and others has been brought up to date. Topics and trends in selling garnered from numerous trade publications such as Selling Power, ThinkSales, Value Added 21 Selling, Sales and Marketing Management, and The American Salesperson have been integrated throughout the 14th edition.

• An updated glossary appears at the end of the book for quick reference.

• Revised Set of Annotated PowerPoint Slides. These provide additional insights for presenting important points in the text.

• New Study Guides. These are added to maximize student learning when viewing both the Reality Selling Today and Adaptive Selling Today videos. With more video support than any text on the market, these new study guides ensure in-depth student learning.

Selling Today: Partnering to Create Value has been successful because the authors continue to build on strengths that have been enthusiastically praised by instructors and students. Speaking to these strengths, Selling Today has become the standard for personal-selling textbooks internationally, significantly exceeding all other textbooks in terms of worldwide sales. International editions of the book have been sold in over 30 different countries, including Canada, China, Croatia, Indonesia, the Netherlands, Mexico, and Spain. Selling Today is the premier research-backed textbook in the marketplace for personal selling.

Previous editions of Selling Today have evolved by tracing the trends in professional selling and highlighting the most critical areas for salesperson success. This edition provides new material on a number of evolving and important concepts.

1. The partnering era is described in detail. Partnership selling principles, so important to today’s successful selling and marketing strategies, are presented and clearly illustrated throughout the text. Strategic alliances—the highest form of partnering—are discussed in detail.

2. Value-added selling strategies are presented throughout the text. Salespeople today are guided by a new principle of personal selling: Partnerships are established and maintained only when the salesperson creates customer value. Customers have fundamentally changed their expectations. They want to partner with salespeople who can create value, not just communicate it. Value creation involves a series of improvements in the sales process that enhance the customer’s experience.

   

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3. Ethics as the Foundation of Selling Today Ethical selling is highlighted in Chapter 3, “Ethics: The Foundation for Partnering Relationships that Create Value,” as well as throughout the book. Chapter 3 addresses the many ethical lapses existing in the business world and emphasizes the need for a highly ethical interaction with customers as the starting point of all relationship development, if one is to build long-term, partnering-style selling relationships. Moreover, the ethics assessment at the end of the chapter and new text models are used to highlight an emphasis on ethical selling.

4. The NewNet Systems Regional Accounts Management Case Study. For the first time in a personal-selling textbook, students are exposed to the strategic sales-planning responsibilities associated with moving multiple accounts successfully through the sales process for a company called NewNet Systems. Appendix 2 features the challenges and responsibilities of a regional account manager selling to 20 accounts with a projected total sales of $1.8 million. Training future salespeople on these planning responsibilities is extremely important as the demand for account managers in today’s businesses is burgeoning. Moreover, a recent study suggests that account managers spend 74 percent of their time engaging in non-sales activities such as administrative tasks, traveling and waiting, and sales preparation. These figures attest to the fact that training and practicing effective management of these activities is crucial for future salespeople in today’s business context. These account management responsibilities are coded to each of the six chapters in Part 5, Developing a Presentation Strategy, a sales process unit which makes it easy for professors to assign and monitor, and excellent for in-class or online courses.

   

5. Popular Appendix 3 Role-Play. This revision includes an exciting luxury beachfront resort and convention center as the setting for the Partnership Role Play. A highly interactive simulated website is also included for use in student sales presentations. Selling Today is the only textbook that provides student exposure and experience to role-playing the entire consultative sales process from acquiring easy-to-learn product knowledge, initial building of sales relationships, discovering customer needs, and creating and delivering a technology-rich sales presentation. Appendix 3 is a perfect fit for both in-class or online courses. Serving as an excellent capstone experience, students develop the critical skills needed to apply relationship, product, customer, and presentation strategies.

   

6. Real-world examples, a hallmark of previous editions and a continued focus in this edition, build the reader’s interest in personal selling and promote an understanding of the major topics and concepts. With opening vignettes at the beginning of each chapter that put students in the shoes of the salesperson, and role-plays that allow students to utilize the skills they have learned, the real-world examples truly enrich the overall learning experience.

7. The Reality Selling Video Series features successful young salespeople, which provides real-world examples of sales careers and presentations. Additional real-selling examples have been obtained from a range of progressive organizations, large and small, such as Emeco Ltd., Whirlpool Corporation, UPS, BKM Total Office, Mutual of Omaha, Design Display, Inc., Baxter Healthcare, Marriott Hotels, and Nordstrom.

8. The Reality Selling Video Role-Plays, in addition to the role-play exercises and video case problems, remain an invaluable resource for instructors. Found in Appendix 1, each scenario gives students the chance to assume the role of a salesperson in selling scenarios that are relevant to today’s competitive environment. These role-play scenarios build on what students learned in the Reality Selling Video sales presentations and interviews. The detailed salesperson/customer role-play scenarios use the actual products and sales positions of the salespeople who appeared in the Reality Selling Videos. Websites of the companies the students will be using to role-play their sales presentations are supplied in order to learn appropriate amounts of product and company information. The Reality Selling Video interviews and sales presentations provide the necessary background and contextual information for students to use in both selecting the scenario and conducting the role-play. The Reality Selling Role-Plays are also specifically designed to prepare students for professional selling role-play competitions at annual college and university competitive event conventions. Refer to the following links for more information on the leading sales competitions at the college and university level:

   • http://coles.kennesaw.edu/ncsc/

   • www.universitysalescenteralliance.org/sales_competitions.html

   • https://www.deca.org/wp-content/uploads/2016/09/CGuide_2016-17_ProfSales.pdf

   • http://rbisaleschallenge.wpunj.edu/

   • https://kelley.iu.edu/GlobalSales/students/competitions/page15657.html

9. The Professionally Produced Adaptive Selling Training Video Series is the only custom-produced video series available to accompany a textbook on selling. The four-part series is produced and directed by Arthur Bauer, a well-known and widely acclaimed award-winning training-video professional. Concepts in the text are presented based on carefully written scripts, utilization of professional actors, and are filmed in real, contemporary business settings. These high-cost, professionally produced videos available to professors who adopt the Selling Today text are also marketed and sold to sales training directors throughout the world, and are used to train their salespeople in the skills critical to success in the profession of selling.

   The first video on building relationships, “Communication Styles: The Key to Adaptive Selling,” describes how to use behavioral psychology to build strong, mutually rewarding relationships. Designed to be shown when presenting Chapter 5, it discusses how to avoid style bias by understanding and flexing one’s style to adapt and communicate effectively with the customer’s style. A web-based style assessment exercise titled Communication Style Assessment at www.pearsonhighered.com is designed to discover one’s own preferred style, as well as to discover the styles of those clients in the prospect database. To access the Communication Style Assessment and share with your students, go to www.pearsonhighered.com, search for this text, click on Resources and locate the Student Resources supplement. The second video on “Questioning” presents a widely researched approach to discovering customer needs using the consultative model. Shown when covering Chapter 11, application exercises at the end of the chapter apply and enhance the development of this critical, consultative selling skill. Closely aligned with the four questions in the Spin Selling Model, professional actors show how each of these questions are effectively used in the sales process. The third Adaptive Selling Video titled “Negotiations: Solving the Tough Points,” supports the principles in Chapter 13 on negotiation. Using a medical equipment sales setting, professional negotiation strategies are dramatically presented for moving through the sometimes difficult process of answering customer concerns, moving the sale forward, and achieving a win-win solution. The fourth video titled “Ask for the Order and Get It” is built on the concepts in Chapter 14, “Adapting the Close and Confirming the Partnership.” This video is designed to visually and dramatically present the many methods for moving the sales process to a successful conclusion.

10. The following high-interest boxed inserts are updated for the 14th edition; new and interesting material regarding the role of social media selling as well as global selling has been added to the social media and global selling inserts:

    • Selling Is Everyone’s Business. These real-world examples explain how selling skills affect the success of persons who do not consider themselves salespeople.

    • Selling in Action. These concise inserts feature contemporary issues in selling to keep the readers of Selling Today abreast of the latest developments.

    • Global Business Insight. These brief inserts provide practical tips on how to build global relationships. Each insert focuses on a different country.

    • Customer Relationship Management with Technology. These application exercises help the student learn how to use technology to add value to the sales process.

    • Social Media and Selling Today. Informing students how social networking applies to personal selling, these succinct inserts identify how social media networks, such as Facebook, Twitter, LinkedIn, and YouTube can be used effectively in the selling process.

The material in Selling Today continues to be organized around the four pillars of personal selling: relationship strategy, product strategy, customer strategy, and presentation strategy. Moreover, in the 14th edition, we emphasize ethical selling as an important factor within which all the four strategies should be embedded. Part 1, “Developing a Personal Selling Philosophy,” includes Chapters 1 and 2 and sets the stage for an in-depth study of these strategies. The first chapter provides a contemporary definition of selling and gives students the opportunity to explore career opportunities in the information age, while the second chapter describes the evolution of personal selling associated with the information revolution.

Research indicates that high-performance salespeople are better able to build and maintain relationships than are moderate performers. Part 2, “Developing a Relationship Strategy,” focuses on several important person-to-person relationship-building practices that contribute to success in personal selling. The influence of ethical selling as the foundation of successful relationships is discussed in Chapter 3. Creating value with a relationship strategy is discussed in Chapter 4. Chapter 5, “Communication Styles: A Key to Adaptive Selling Today,” with its accompanying website style assessment at www.pearsonhighered.com introduces communication styles, explains how to build strong relationships with style flexing, and provides a web-based assessment that enables one to discover their own style and the style of others they will be working with. To access the Communication Styles: A Key to Adaptive Selling Today assessment and share with your students, go to www.pearsonhighered.com, search for this text, click on Resources and locate the Student Resources supplement.

Part 3, “Developing a Product Strategy,” examines the importance of complete and accurate product, company, and competitive knowledge in personal selling. A well-informed salesperson is in a strong position to configure value-added product solutions for a customer’s unique needs. The importance of having expert product knowledge as well as knowledge of competition and industry trends is discussed in Chapter 6, while Chapter 7 explains how to sell with a value-added strategy.

Part 4, “Developing a Customer Strategy,” presents information on why and how customers buy, and also explains how to identify prospects. With increased knowledge of the customer, salespeople are in a better position to understand a customer’s unique wants and needs and to create customer value in the multi-call, lifetime customer setting. Chapter 8 sheds light on consumer- and business-buying behaviors, while Chapter 9 describes the strategies used to develop prospects and accounts. Appendix 2 provides students the opportunity to assume a new sales position as Regional Account Manager, taking over an account base with 20 existing clients/prospects. Students assume responsibility for developing sales strategies and tactics to move these prospects through the six-step sales process presented in the text. Regional Account Management Case Study exercises at the end of Chapters 9–15 challenge students to properly apply the sales process they are studying to the their new role as a Regional Account Manager.

The concept of a salesperson as an advisor, consultant, value creator, and partner to buyers is stressed in Part 5, “Developing a Presentation Strategy.” Emphasis is placed on the need-satisfaction presentation model as well as on ways to provide outstanding service after the sale. Chapter 10 introduces the concept of adaptive selling as a useful strategy to approach customers. Chapter 11 explains how to identify customer needs with a consultative questioning strategy and Chapter 12 discusses the role of a consultative presentation in delivering value to the customers. The principles of formal negotiations as a part of a win-win strategy are discussed in Chapter 13, while Chapter 14 focuses on proper attitudes and strategies to close the sales. Chapter 15 finishes Part 5 by discussing the role of customer service in building sustaining, profitable relationships with the customer.

Personal selling is one of the few professions that inherently require a great deal of self-discipline. Part 6 focuses on managing self as well as others by discussing the four dimensions of opportunity management in Chapter 16 and the fundamentals of sales force management in Chapter 17.

The 14th edition features three appendices. Appendix 1, “The Reality Selling Today Role-Play and Video Scenarios,” includes 12 role-play scenarios that provide students with the opportunity to, of course, sell. Due to the rise of multiple-account management as one of the key sales roles in many organizations today, the 14e includes Appendix 2, which is devoted to a multi-chapter case study on regional account managers’ daily challenges and responsibilities.

The popular Appendix 3 allows students to integrate and apply what they have learned from this textbook in all four strategic areas of personal selling. The 14th edition features the luxury beachfront resort and convention center with an interactive simulated website for use in student sales presentations. To access additional materials for Appendix 3, go to www.pearsonhighered.com, search for this text, click on Resources and locate the Student Resources supplement.

This 14th edition of Selling Today has several new features that distinguish it from other texts. Here we offer students of sales a few tips to make the most out of the materials presented in the new edition.

Selling is fun. That does not mean it is easy to close a deal. Each chapter in this new edition has been reorganized with the sole goal of providing you with a systematic summary of key concepts related to the topic area and ample application exercises. While there are different ways you can approach the text, we believe it is most effective to start each chapter with a concrete understanding of how the chapter fits into the big picture of selling through value creation, the overriding theme of this textbook. In this regard, we have extensively revised and updated the chapter previews, chapter summaries, key terms, review questions, and cross references among the chapters to assist you in integrating key concepts.

Practice makes perfect. We have created numerous role-play exercises that resemble real-life selling situations and applications to provide you with hands-on experience. From our experience, some students may dismiss these exercises as easy. Try one of the exercises, and you will see how these students could not be more wrong. Do not get us wrong. The exercises are not that difficult, but we do inject a great deal of reality into them to make them complex enough to provide you with the opportunity to hone your selling skills. So practice them with a friend, a family member, or in front of a video camera or mirror.

Observe, analyze, and think about your experiences with salespeople in everyday life. Use the concepts and themes you have learned from the text. Think about how those salespeople sell to you, or how you would do it differently if you were they.

We encourage you to write to us regarding your experience with this new edition.

At www.pearsonhighered.com, instructors can access a variety of print, digital, and presentation resources available with this text in downloadable format. Registration is simple and gives you immediate access to new titles and new editions. As a registered faculty member, you can download resource files and receive immediate access and instructions for installing course management content on your campus server.

If you need assistance, our dedicated technical support team is ready to help with the media supplements that accompany this text. Visit support.pearson.com/getsupport for answers to frequently asked questions and toll-free user-support phone numbers.

The following supplements are available to adopting instructors:

• Instructor’s Manual. This downloadable Instructor’s Manual includes lecture outlines, answers to all end-of-chapter questions and case questions, detailed teaching instructions and answers for the three appendices, and additional activities and assignments for your students.

• Test Item File. This downloadable Test Item File contains over 1,200 questions, including multiple-choice, true/false, and essay-type questions. Each question is followed by the correct answer, the learning objective it ties to, the AACSB category when appropriate, the question type (concept, application, critical thinking, or synthesis), and a difficulty rating.

• PowerPoint Presentations. This downloadable deck of PowerPoint presentations includes basic outlines and key points with corresponding figures and art from each chapter. These presentations are ready to use or completely customizable for individual course needs. The notes section of each slide provides additional explanations written for your students.

• TestGen. Pearson Education’s test-generating software is PC/Mac compatible and preloaded with all of the Test Item File questions. You can manually or randomly view test questions and drag-and-drop to create a test. You can add or modify test-bank questions as needed.

• Learning Management Systems. Our TestGens are converted for use in BlackBoard, WebCT, Moodle, D2L, Angel, and Respondus. These conversions can be found on the Instructor’s Resource Center. Respondus can be downloaded by visiting www.respondus.com.

• Video Library. Pearson-lead content videos are featured within MyMarketingLab alongside four sets of text specific videos, illustrating the most important subject topics. These Selling Today videos include Adaptive Selling Today videos, Adaptive Selling Training videos, Reality Selling Today videos, and Reality Selling Today Role-Play videos.

• eBook: This title is available as an ebook and can be purchased at most ebook retailers.

• Website for Appendix 3. Since its debut in previous editions, Appendix 3 has remained one of the most popular role-play supplements for any selling course. The 14th edition luxury beachfront resort and convention center role-play in this appendix provides an excellent opportunity for students to apply their understanding of the four major strategic areas of personal selling in a simulation of reality. In this 14th edition, this appendix is augmented with an interactive, simulated website assisting students in sales presentations. This material prepares students to catch up with the new technology-rich selling techniques in the information age. To access this material to share with your students go to www.pearsonhighered.com, search for this text, click on Resources and locate the Student Resources supplement.

The search for the fundamentals of personal selling has become more difficult in the age of information. The glut of information (information explosion) threatens our ability to identify what is true, right, or lasting. The search for knowledge begins with a review of information, and wisdom is gleaned from knowledge. Books continue to be one of the best sources of wisdom as are online links and videos. We provide an excellent array of support videos for various parts such as the Reality Selling section, making the 14th edition more practical and hands-on than any other textbook in the market. Many new books, and several classics, were used as references for the 14th edition of Selling Today: Partnering to Create Value. A sample of the more than 40 books used to prepare this edition follows:

• To Sell Is Human by Daniel H. Pink

• Working with Emotional Intelligence by Daniel Goleman

• The Tipping Point by Malcolm Gladwell

• Integrity Selling for the 21st Century by Ron Willingham

• The Platinum Rule by Tony Alessandra and Michael J. O’Connor

• A Whole New Mind by Daniel H. Pink

• Rethinking the Sales Force by Neil Rackham and John R. DeVincentis

• Business Ethics by O. C. Ferrell, John Fraedrich, and Linda Ferrell

• Negotiating Genius by Deepak Malhotra and Max H. Baserman

• 52 Sales Management Tips: The Sales Manager’s Success Guide by Steven Rosen

• Blur: The Speed of Change in the Connected Economy by Stan Davis and Christopher Meyer

• Close the Deal by Sam Deep and Lyle Sussman

• Complete Business Etiquette Handbook by Barbara Pachter and Marjorie Brody

• Effective Human Relations—Personal and Organizational Applications by Barry L. Reece and Monique Reece

• Emotional Intelligence for Sales Success: Connect with Customers and Get Results by Colleen Stanley and Jill Konrath

• First Impressions—What You Don’t Know About How Others See You by Ann Demarais and Valerie White

• Hug Your Customers by Jack Mitchell

• Insightful Selling: Learn the S.A.L.E.S. Formula to Differentiate Yourself and Create Customer Value by Adon T. Rigg

• Keeping the Funnel Full by Don Thomson

• LinkedIn Marketing: An Hour a Day by Viveka von Rosen

• Marketing Imagination by Ted Levitt

• Marketing—Real People, Real Choices by Michael R. Solomon, Greg W. Marshall, and Elnora W. Stuart.

• Megatrends by John Naisbitt

• New Sales, Simplified: The Essential Handbook of Prospecting and New Business Development by Mike Weinberg and S. Anthony Iannarino

• Personal Styles and Effective Performance by David W. Merrill and Roger H. Reid

• Psycho-Cybernetics by Maxwell Maltz

• Questions—The Answer to Sales by Duane Sparks

• Re-Imagine! Business Excellence in a Disruptive Age by Tom Peters

• Rules of the Hunt: Real-World Advice for Entrepreneurial and Business Success by Michael Dalton Johnson

• Self Matters by Phillip C. McGraw

• Selling Fearlessly: A Master Salesman’s Secrets for the One-Call-Close Salesperson by Robert Terson

• Small Message, Big Impact: The Elevator Speech Effect by Terri L. Sjodin

• SPIN Selling by Neil Rackham

• SPIN Selling Fieldbook by Neil Rackham

• Strategic Sales Presentations by Jack Malcolm

• Strategic Selling by Robert B. Miller and Stephen E. Heiman

• The 7 Habits of Highly Effective People by Stephen R. Covey

• The Customer Revolution by Patricia Seybold

• The Wow Factor by Tom Peters

• The Double Win by Denis Waitley

• The New Conceptual Selling by Stephen E. Heiman and Diane Sanchez

• The New Professional Image by Susan Bixler and Nancy Nix-Rice

• The New Solution Selling by Keith M. Eades

• The Power of 5 by Harold H. Bloomfield and Robert K. Cooper

• The Sedona Method by Hale Dwoskin

• The Speed of Change in the Connected Economy by Stan Davis and Christopher Meyer

• The Success Principles by Jack Canfield

• To Sell Is Human: The Surprising Truth about Moving Others by Daniel H. Pink

• Value-Added Selling by Tom Reilly

• Winning the Battle for Sales: Lessons on Closing Every Deal from the World’s Greatest Military Victories by John Golden

• Working with Emotional Intelligence by Daniel Goleman

• Zero-Resistance Selling by Maxwell Maltz, Dan S. Kennedy, William T. Brooks, Matt Oechsli, Jeff Paul, and Pamela Yellen

• Zero-Time Selling: 10 Essential Steps to Accelerate Every Company’s Sales by Andy Paul