ABC's of Relationship Selling 13e trains readers on a step-by-step selling process that is universal in nature. This edition presents the sales process or system in a logical sequence: from planning and the approach, to closing, to follow-up, for exceptional customer service.

The goal of this text has always been to help ensure that students understand the order of steps within the selling process; to provide numerous examples of what should be in each step; and to show how steps within the selling process interact with one another.