ABC's of Relationship Selling through Service 11e trains readers on a specific, yet generic, step-by-step selling process that is universal in nature. This edition presents a sales process or system in a logical sequence, more than any other text in the market: from planning and the approach, to closing and follow-up for exceptional customer service. The goal of this text has always been to demonstrate to students the order of steps within the selling process, provide numerous examples of what should be in each step, and how the steps within the selling process interact with one another. This market leader text brings a comfortable and familiar approach to the Selling discipline.