Contents

ABSTRACT..........................................................................................................................................................2
INTRODUCTION..................................................................................................................................................2
Types of Salespersons........................................................................................................................................3
SKILLS.................................................................................................................................................................4
Communication Skills.....................................................................................................................................4
Listening Skills................................................................................................................................................6
Conflict management Skills............................................................................................................................8
Negotiation Skills.........................................................................................................................................10
Problem Solving Skills..................................................................................................................................11
People Skills.................................................................................................................................................14
Organizing skills............................................................................................................................................14
Questioning skills.........................................................................................................................................15
Resilience.....................................................................................................................................................15
Persuasive skills............................................................................................................................................16
Influencing skills...........................................................................................................................................17
Time Management skills..............................................................................................................................17
CONCLUSION...................................................................................................................................................18
CASE STUDY.....................................................................................................................................................19
BIBLIOGRAPHY.................................................................................................................................................20

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ABSTRACT
The different types of sales persons and the types of skills required by them are explained. Twelve
skills needed for the success in sales were identified and described in detail. The processes involved
and the levels involved in each skill set are explained. The twelve skills identified are
communication skills, listening skills, conflict management and resolution skills, negotiation skills,
problem solving skills, time management, persuasive skills, organizing skills, questioning skills,
resilience, influential skills. A case study from bio science pharmaceuticals is included to know the
importance of skills to increase sales. The results before and after improvement of skills are shown
to know the importance of skills for success in sales.

INTRODUCTION

An important ingredient in the successful business is good sales skills. Without it, many sales are
lost - sales that may mean the difference between success and failure. The definition of selling
encapsulates the heart of the matter, because selling is first and foremost transaction between the
seller and the prospective buyer or buyers. Selling skills are the basic needs of a sales person because
his ability to sell depends on his skills. Various types of skills are needed to convert prospects into
buyers. Depending on the buyer, the sales person should use his skills. Companies are focusing this
as a basic requirement during the recruitment and selection process of sales person. The incentives,
benefits and other fringe benefits are also given based on the call conversion ratio and also his ability
to convenience any type of customer using his skills. Skills became the basic need. So various
important skills are identified and described in detail. To many customers, the salesperson is the
business. Therefore, if the sales personnel are good, the business is good. But if the sales personnel
are bad, then so is the firm. Although important to all businesses, effective sales personnel are
especially important to small businesses. Because, it is difficult for a small business to compete with
the big firms on things like assortment, price and promotion, sales effort, on the other hand, is one
place where the small product or service retail business can compete with larger competitors - and
win.

Effective sales skills do not happen by accident. The small entrepreneur must work to achieve a high
level of sales effectiveness in his or her business. In order to work toward this goal, the business

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person should be aware of the different types of salespersons, the sales process, and the attributes of
effective salespersons. Applying such knowledge to a business situation should result in the desired
goal of effective sales personnel - the competitive edge.

It is important to note that retailing may involve sales services instead of products. Appliance repair,
beauty shop, lawn service, and photography studio are all examples of service retailing. Even though
services are intangible, personal, non standardized, and perishable when compared to products, they
are sold by retailers either alone or in conjunction with the products. The effective sales of services
have the potential to give a business a competitive advantage.

Types of Salespersons

Order-Handler

The ticket-taker at the concert, the checker at the food store - these salespeople are working in a
routine sales environment. But due to the nature of their jobs, they will be asked numerous questions
by customers as well as hear complaints about prices and service. A knowledgeable person with a
pleasant personality is especially needed for this job, because this is usually the person who is
dealing with the customer when the customer's money (payment) is received.

Order-Taker

More creativity is found in this job as compared to the order-handler. The counter attendant at the
fast food restaurant may take the order and then suggest that the customer might also wish to buy a
hot apple turnover. Pleasant personality, fast service, and suggestion selling on the part of the order-
taker can result in many additional sales.

Order-Getter

For many businesses, the heart of the sales process rests with the creative selling efforts of their
salespeople. Of course, one of the greatest problems is that there are numerous order-handlers and
order-takers in sales positions that should have order-getters for optimum sales effectiveness.
Clothing, furniture, jewelry, and appliances are just some of the many items that call for order-
getters (a person who can handle a transaction, take an order, and, most importantly, get an order).

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As for services, the home security salesperson, for example, who calls on a prospect because it is
observed that the house has no dead bolt locks, is making that special effort to be an order-getter.
Even though all sales situations do not call for order-getters, all salespeople will be called upon to
sell creatively from time to time. It is for this reason that all sales personnel need to have a working
knowledge of the creative selling process.

SKILLS

Learned proficiencies and attitudes are necessary for effective performance of specific job tasks. The
essential skills required by the sales person are as follows:

Communication Skills- Communication is a process of transferring information from one entity

to another. Communication processes are sign-mediated interactions between at least two agents.
Communication is commonly defined as "the imparting or interchange of thoughts, opinions, or
information by speech, writing, or signs". Sales people should possess good vocabulary and also
they should be able to express themselves intelligently to the customer. Good communication skills
are required for a salesperson as they help him in increasing his interpersonal skills. In this modern
world, having good relations is an important aspect. Good relation helps in having a long term
relation and also mutual trust increases which helps in increasing the sales for a salesperson. The
ability to perceive and interpret the customer’s verbal and non-verbal clues is also important to
answer the customer’s objections. Not only vocabulary but the quality of the voice and the pitch of
the voice are also important. In order to maintain a long term relation a salesperson needs to keep in
mind five important elements regarding his behavior with the customer. They are:

a) Truth of words which are being communicated,

b) Predictability of action,
c) Competency,
d) Intent or empathy, and
e) Likeability.

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Truth of words can be communicated by the actions which the salesperson does during the sales and
after the sale is completed. His follow-up actions tell the customer how truthful the salesperson was
when he communicated about the product.

The salesperson should be able to predict the customer’s behavior and act accordingly. This helps
him in forming a positive opinion about himself in the customers mind and leads to a good relation.

The salesperson should have the ability, knowledge and resources to outperform his competitors.
This helps in maintaining a long lasting relation with the customers.

The salesperson should be empathetic with the customer wherein he puts himself in the place of the
customer and thinks about the customers’ wants, problems, etc. This helps the salesperson to build
up a good rapport with the customer.

Likeability is validated with courtesy and politeness, commonality of interest and positive emotional
feelings. In order to possess communication skills one needs to have knowledge about
communication process. It is defined as a set of activities and systems integrated for an exchange of
ideas, information, etc.

Intended Feedback Perceived

Message Message
Encoding
Noise
Decoding

Received
Sent message Channel Message

Sender’s Domain Receiver’s Domain

Communication process is defined as a set of activities and systems integrated for an exchange of
ideas, concepts, information, and knowledge between the customer and the salesperson through
different channels. In this process the receiver decodes the message and sends feedback to the sender
so that the sender gets to know his effectiveness of his message and then replies to the feedback. But
communication process may be interrupted by noise and disturbances. With regards to the sales, the
communication process starts with the source who is the salesperson who gives entire information
about the product. He gives the information about the product through his presentations, his mails,

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etc. So the message is encoded and then sent to the customer. Now the customer receives the
message through a channel and decodes it. He receives the message with a certain amount of noise in
it. The noise in this case may be the salesperson using jargons, his voice, etc. After decoding the
message the customer perceives the message. It may not be the same as what the salesperson has
expressed. The customer may perceive in another way due to noise. If noise is reduced the customer
will be able to perceive the message in a correct way and now he gives a feed back. Again noise may
exist in while giving the feedback. This is the whole way how the salesperson communicates the
message to the customer. if the salesperson is able to complete the sale then it shows that he has
communicated the message properly and is able to handle the objections of the customer.

Communication skills include not only the language but also the body language. The personal
appearance, posture, gestures, facial expressions, eye contact, and space distancing are also included
in the communication skills and add to the sales if the salesperson consists of such skills.

Listening Skills- In order to have a good sales realization a salesperson needs to have good
listening skills. Poor listening skills may make a salesperson miss important issues in customer
interaction, and this may lead to non-resolution of customers’ problems. Good listening helps a
salesperson in many ways. It helps in getting new ideas, to stay informed and up-to-date, increased
ability to negotiate, enhances knowledge about the company’s product and the competitor’s product,
and also helps in managing different kinds of customers. There are three types of listening. They are
content listening, critical listening and empathetic listening. Different situations require different
kinds of listening skills. Different situations require different kinds of listening. Objective of
different kinds of listening are different. Content listening helps in understanding and retaining the
customer’s message. Critical listening helps in understanding and evaluating the meaning of the
customer’s message at different levels. Critical listening also helps in moving the conversation
further. The salesperson may interact well with the customer with the help of critical listening.
Empathetic listening helps in understanding the customer’s feelings, needs and demands. This helps
the salesperson to provide the appropriate reply to the customer. Similar to the communication
process, even listening skills consists of a process.

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 Attendance

Interpretation

Remembrance

Evaluations

Response Action

This process helps us to know how the messages are lost. In the first stage the person makes a note
of the message. In this stage the reception can be blocked by noise, psychological barriers, and
impaired hearing. In the later stage the listener has to assign meaning to whatever he listens to. In
this case the salespersons reference may be different from the customers’ frame of reference. So the
salesperson should be careful to know what the customer really means. After interpreting, the
salesperson needs to remember the message for further usage of the message in order to complete the
sales.

In the evaluation stage the customer applies his thinking skills to weigh the buyer’s remarks and
queries. So the salesperson should separate facts from opinions, and evaluate the quality of
judgments. After evaluating the message, the salesperson has to give the response action. This helps
in further getting a message and again listening to the message. Listening has various levels to it
which help a salesperson to listen in a effective way to his customer and understand what he is trying
to say.

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 Feedback

Paraphrasing

Clarifications

Empathetic listening

Active Listening

First level is the feedback which is the reaction of the customer to the sales call. In the second stage,
Paraphrasing, the salesperson tries to paraphrase the question which helps him in understanding the
customer’s point of view in a better way by the reply which the customer gives to the question. The
next level is the clarifications level, where in the salesperson has to do a harder work in clarifying all
the customer’s issues and identify his real concerns. In the fourth level the salesperson tries to show
that he understands the feelings of the customer and tries to think like the customer which helps him
in finding answers to the customers concerns. In the last level the salesperson identifies the emotions
underlying the customer’s words.

Various barriers may crop up in between during listening. They may be physical or mental barriers.
Physical barriers may be the noise which is made in the surroundings which restricts the salesperson
to listen to the customer effectively. Mental barriers may be the assumptions which the salesperson
makes or being self-centered thinking that he is right, etc. all these make mental barriers leaving an
ineffective listening by the salesperson.

Conflict management Skills- Conflicts are more evident in the sales organization. Conflicts
arise due to people of different levels who have different goals. Conflict arises when one party feels
that the other party has negatively affected something which the first party cares about. Conflict is a
natural and inevitable outcome in any group. Having conflicts in a group increases the effectiveness
of the group. Conflicts may be of different kinds. They may be functional conflicts which support

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the goals of the group and improves its performance. Dysfunctional conflicts hinder group conflicts.
Task conflicts are disputes over the content and goals of the work. Relationship conflicts are based
on the interpersonal relationships. Process conflict is to fight over how work gets done. Frustration
and aggression are the major reasons for the conflict. In many cases, the salesperson gets frustrated
by making large number of inconsequential calls, and it also increases the level of aggression of the
customer. Conflicts consist for various components. They are interests, emotions and values.
Conflicts are likely to arise due to power, status and level of hierarchy which may end up not making
a sale if the salesperson has not understood the interpersonal conflicts between various people
involved in the buying decision in the organization. Interest based conflicts also arise due to
differences in practices, rules and policies, roles, needs, and levels of resource use. Emotional
component of conflict arises with the ever-present feeling that accompanies human interactions. It
includes feelings like anger, resentment, fear, rejection, anxiety, and loss.

But the salesperson should know how to resolve the conflicts. There are various methods of conflict
resolution. They are:

a) Competing,
b) Collaborating,
c) Avoiding,
d) Accommodating, and
e) Compromising.

Competing helps when each party pursues its own interests, regardless of the impact on the other
party. Collaborating is when both the parties in the conflict try to satisfy fully the concerns of both
parties. Avoiding as a resolution happens when one party withdraws from or suppresses the conflict.
Accommodating happens when one party agrees to place the opponent’s interests above its own. In
compromising both parties agree to give up something. According to the situation the salesperson
has to follow a certain kind of conflict resolution. Also the salesperson can use certain procedures to
handle conflicts. Those procedures may be:

a) Lumping
b) Avoidance
c) Coercion

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 d) Mediation
e) Conciliation
f) Arbitration
g) Adjudication
h) Negotiation

Negotiation Skills- Negotiation occurs when the opposite person has something we want and so
we bargain with them for that. Successful negotiation is an attempt by two parties to achieve
mutually acceptable solutions, which does not result in winner or looser. Skills required to successful
negotiation are ability to define and prioritize a range of objectives, the ability to explore a wide
range of options, the ability to prepare well, and interactive competence. Negotiation becomes very
important in the selling process. Once the salesperson is clear about the objectives of negotiation and
have analyzed the probable objectives, they should be ready to formulate a bargaining strategy for
achieving the desired results. The salesperson should keep his negotiation strategy simple and
flexible. A bargaining strategy helps in hiding the negative emotions and frustrations while
negotiating. In formulating a bargaining strategy, once the salesperson is clear about the objectives
of negotiation and have analyzed the probable objectives, they should be ready to formulate a
bargaining strategy for achieving the desired results. The salesperson should keep his negotiation
strategy simple and flexible. A bargaining strategy helps him to hide his negative emotions and
frustrations while negotiating. This strategy is an overall policy designed to achieve a number of
specified objectives through the process of negotiation. Bargaining involves strategic decisions
before the actual bargaining starts and tactical decisions during the bargaining sessions. During
negotiation a salesperson needs to keep in mind few things which help him in completing a sale
effectively. They are, separate the people from the problem, focus on interests, not on positions,
invent options for mutual gains, and insist on objective criteria.

In the negotiation process assuming that the customer is convinced about the offer, the negotiation
starts. Now negotiation starts off with a discount and both the salesperson and customer negotiate
until both are satisfied and then a sale is made. Some of the commonly used tactics in bargaining are
thefts, bluffs and last chance offers. A perfect salesman has to master the art of tactical bargaining.
Another best tactic is BATNA, i.e., identifying one’s best alternative if a settlement is not reached
and sets a standard against which any offer can be measured. It protects the salesperson from being

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pressured to accept unfavorable terms. Another normal tendency in negotiation is to push back hard
when pushed against, but the better tactic is to deflect the attack from the person towards the
problem. One should look at the interest of the opposite party’s and invent options that can satisfy
mutual interests. However, if other tactics fail the salesperson should stick to BATNA and terminate
the negotiation until the other party ceases to employ unfair tactics.

Sometimes pushing hard may lead to negative results leaving a bad impression in the customer’s
mind about the product and the company. So in such cases the salesperson should follow certain
things which help him in avoiding such situations. He can let the customer have it in his own way,
step to their side, reframing rather than rejection, letting them take the ownership, and educating
them to senses.

Problem Solving Skills- Problem solving skills helps in effective selling. A salesperson should
not be a mere order taker but should be able to solve the problems when problems arise during a
sale. Most sales problems have many solutions. Selecting the appropriate solution is the main skill
which the salesperson needs. In order to be an effective problem solver the salesperson needs to
inculcate certain habits. They are to be proactive, begin with an end in mind, put first things first,
think win-win, seek first to understand, then to be understood, and renewal. Salesmen need to follow
a process to solve the problems.

Define the problem

Generate alternate
solutions

Decide the solution

Implement the solution

Evaluate the solution

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In the first stage, the salesperson should do on to define the problem. There is a process to define the
problem which can be effectively followed by the salesperson.

i. Find out the origin of the problem

ii. Explore the problem
iii. Present desired state analysis
iv. Dunker’s diagram
v. Statement and restatement
vi. Evaluate problem statement.

He should find out where the problem came from and who posed the problem statement. Then he
should attempt to validate the reasoning to arrive at that problem statement. The next step is to
explore the problem. This can be used for an ill-defined problem and a new problem formulation.
Problem exploration can be done by identifying all available information, learning the fundamental
theories involved in the business, collecting the missing information, generating hypothesis, and
defining the real problem. Later after exploring the problem, the salesperson has to present the
desired analysis. This helps to learn whether the solution goals are as per the current needs of the
organization or not. Using the Dunker’s diagram to define the problem helps to obtain solutions that
satisfy the criteria set up by stating the desired state and the present state. This diagram helps in
pointing out the ways to solve the problem. In the statement-restatement technique one looks at the
unclear problem situation and writes a statement regarding the challenge to be addressed. So the
problem is restated in various ways which helps to inject new ideas rather than merely changing the
words. In evaluating the problem statement the salesperson can cross check the problem definition.

In the next stage of the problem solving process the salesperson needs to generate solutions. After
gathering information and defining the problem, the salesperson now needs to give solutions. Brain
storming is one of the problem techniques used to generate solutions. It helps in expanding thinking
as to what is possible and what is not possible. Other ways of generating solutions may be analogies
and blockbusting. If a salesperson has mental blockings he can see at only a particular solution.
Mental blocks can be perceptual blocks, cultural blocks, environmental blocks, intellectual blocks,
emotional blocks, and expressive blocks. If he removes such mental blocks he can look at various
solutions for the problem and then he can decide on the best solution available.

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In the later stage, the salesperson has to decide on the particular solution. In the previous step he had
various solutions. Now he has to decide on the correct solution for the problem which is a profitable
one. Logical analysis of each alternative helps in arriving at the solution. The decision involves
prioritizing the problems, selecting the best course of action, and deciding on how to successfully
implement the solution.

The fourth stage is to implement the solution. After deciding on which solution is to be taken, the
solution should be implemented. The problem solver plans the activity to solve the problem.

Approval

Planning

Carry through

Follow up

The first step in implementing a solution is to get the organization’s approval for the chosen solution
so that necessary resources can be allocated to complete the project. Later is the planning stage
where time and human resource are allocated along with financial resources. The carry through stage
involves obtaining and maintaining cooperation from other people in the organization for smooth
implementation of the solution. Follow-up is necessary to monitor the progress of the solution on the
basis of time allocated for each part and the time available so that processes and resources can be
organized to complete the implementation.

In the last stage of the problem solving process, the salesperson has to evaluate the solution. It can be
done by measuring its performance against the implementation plan and its ability to solve the
organizational problem. In this stage the salesperson checks whether the real problem is solved or
not, whether the solution arrived is the best available, and whether the solution is innovative and
effective enough so that the same problem will not arise in the future.

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People Skills- No one Can Achieve Anything Alone. For everything they want to achieve in life –
whether it's establishing a new business, earning more money there will be other people deciding
whether one will achieve it or not. Everything one can do will be accomplished through and with
other people. To achieve success one must communicate effectively, build relationships, establish
rapport, influence and lead people, make friends, build trust, and demonstrate other people skills. It
will help you maximize the potential in every relationship, be it personal, business-related, or social.
Sales person should be a Positive Person. To empower and motivate other people one simply need to
be a genuine, positive and cheerful person. Develop a positive mental attitude. Be easygoing, genial,
friendly, patient, tolerant, and open minded. The person should not use discouraging words. The
person should Understand and Fulfill Needs of customers.

Organizing skills- Organizing is the process of coordinating and allocating a firm’s resources so
that the firm can carry out its plans and achieve its goals.

 Purposes of organizing

Implementation of plans and strategies- The plans are just intentions without implementation. To
implement those plans organizing is required. The well designed organizations will work towards
attaining goals.

 To increase efficiency of work

Properly designed organization assures that the work is done in the most effective and efficient
manner. The work division, proper authority and the persons with different skills are placed in
most efferent manner which will work efficiently.

 Each member will have personal identity, as the organization will define the role of each
member of the enterprise. Thus every member knows where he and his department stand in
the enterprise and in relation to other departments.
 Determination of responsibility
 Determination of authority
 Coordination
 Optimum staff use
 Specialization

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  To study human behavior.

Questioning skills- There are six essential questions to be asked by the sales personnel in B2B
sales. They are:

 Question-1: What do you do?

To know organizations fundamental business goals or the kind of job the person you are speaking to
performs. Knowing these things helps us targeting in a nearer way to his thoughts.

 Question-2: how do you do it?

Meant to determine the means the organization uses to attain its essential business objectives. This
question also throws light on the tactics and strategies used by the organizations.

 Question-3: When and where do you do it?

This covers a great deal of ground work. They are meant to determine the time frame and physical
location of the target organizations operations. Seasonal effects can also be known.

 Question-4: Why do you do it that way?

It is meant to cast light on the priorities and decision making process at the target organization either
on the group or at the individual level.

 Question-5: Who are you doing it with?

Helps you determine whether another independent supplier is currently working with your target
organization and if so which one.

 Question-6: How can we help you to do it better?

This is an advanced questioning category. It usually should not be posed before you have developed
enough information by means of questions 1 to 5.

Resilience- Resilience is about being able to be flexible and also about the ability to be able to
adapt. It’s about the ability to absorb perturbations and still retain a similar function; about the ability
of self-organization; and also the capacity to learn, to change and to adapt. Resilience for sales people
can be said as an opportunity to show case their ability to work with adversity in such a way that one
comes through it unharmed or even better for experience.

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 With the advent of the great financial depression people had to be resilient to the changes that
took place, there were many who came across the recession with flying colours that tells about their
ability, passion for their profession. It tells their emotional stability and their confidence level when
the situation is not in favor of the sales people.

The following behaviors and attitudes are some ways in which emotional resilience can be
demonstrated and measured:

a) Have realistic and attainable expectations and goals.

b) Show good judgment and problem solving skills.

c) Be persistent and determined.

d) Be responsible and thoughtful rather than impulsive.

e) Be effective communicators with good people skills.

f) Learn from past experience so as to not repeat mistakes.

g) Be empathetic toward other people (caring how others around them are feeling).

h) Have a social conscience, (caring about the welfare of others).

i) Feel good about themselves as a person.

j) Feel like they are in control of their lives.

k) Be optimistic rather than pessimistic.

Persuasive skills- Persistence is a lot closer to a child asking for candy; they keep asking until
they wear you down, completely unimpressed and unmoved by elders’ objections. It isn’t simply that
a child doesn’t give up; it is also the frequency with which they make their request. It doesn’t mean
the sales people should disturb the clients but request them for making a sale to them politely.
Persistence is the key that will unlock doors to great riches in sales and in all areas of life. Without

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persistence sales people will never reach their true potential, attain the goals you so greatly desire or
experience true success. Making the decision to have persistence in sales is not enough; they have to
take action to bring such decision to fruition. Persistence is a essential attributes for success in any
endeavor, especially sales. Being persistent requires the grit and determination to communicate and
to make them with a frequency that is meaningful enough to be effective. Brian Tracy once said that
a person will face the most challenging obstacle just before they achieve their goal. The most
successful people in any industry have learned to face the obstacles that get in their way. They look
for new solutions. They are tenacious. They refuse to give up.

Influencing skills- Influence is one of the most important skills that a salesman should possess,
because in order to make a sale they should first impress the customer and should reach his threshold
level and make the sale successful. Influence is the ability of one person to get others to behave in a
particular way or to carry out certain actions. A Sales Leader’s level of success or failure may be
determined on their ability to influence people. Sales people who use their influencing skills well are
exciting to be around and they exude a positive energy that attracts people towards them. The ability
to influence others can empower people development, accelerate results and ultimately ensures an
increase in sales. Influencing is about understanding oneself and the effect or impact they have on
others.

Time Management skills

 Time Management has five main aspects with respect to sales person:
1. Planning and goal setting
2. Managing your self
3. Dealing with other people
4. Your time
5. Getting results
 The first four are interconnected and interact to generate the results.
 Totally perishable and cannot be stopped or stored for later use.as it is a most valuable
resource it should be properly used sales conversion ratio should be increased.

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Essential habits for time management:

 Know where the hours are going.

 Keep focused on the end results
 Work to defined priorities
 Schedule time for important issues
 Delegate routine tasks and responsibility for them
 Confront your own indecision and delay
 Take stress out of work
 Keep applying the essential habits
 Crisis occurs when no contingency plan is ready improper day planning under estimation of
time required, improper day planning.

CONCLUSION

Observing the above case study and knowing the skills, we can conclude that skills are essential for
the sales persons to succeed in sales. Sales persons may have poor selling skills at the beginning of
their career but, their skills can be improved or enhanced by providing good training. So, a company
which is suffering with decline in sales can recover or improve its sales by improving skills of sales
force.

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CASE STUDY

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BIBLIOGRAPHY
 Mc Graw hill- Sales and Distribution Management.
 Oxford-Sales and Distribution Management - Panda Sahadev.
 Walker’s sales force management-9th edition.
 Mark W. Johnston, Greg W Marshall- Sales and Distribution Management.
 Sales and Distribution Management-N.G.Nair and Latha Nair.
 Stephan Schiffman 2nd Edition, Ask Questions and Get Sales- Close The Deal and Create
long term relationships.
 PI World wide case study from Emerald- www.emeraldinsight.com
 www.Hbr.com

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