About the author -- List of figures -- Preface -- ONE Introduction -- TWO Marketing planning -- THREE What is selling? -- FOUR Adopting the buyer's point of view: An introduction to buyer behaviour and relevant psychology -- FIVE Selling frameworks and models -- SIX Selling skills -- SEVEN Competitive tendering -- EIGHT Account management -- NINE Firm-wide issues on selling -- Appendix 1 Sales jargon buster -- Appendix 2 Useful sales related books -- Appendix 3 Self-appraisal of service performance -- Appendix 4 Internal service review questionnaire and example questions -- Appendix 5 Full account management plan -- Appendix 6 Summary account management plan -- Appendix 7 Checklist: Are you ready to sell? -- Contents.