Annotation;Foreword / Richard Erhart -- 1. Getting your act together before you take it to the selling floor : The not-so-fun stuff ; Customer service points ; The four occupations of the professional retail salesperson ; The daily precheck -- 2. Opening the sale : People behave reactively ; Causing a negative reaction from the beginning ; The primary goal of opening the sale is to get past resistance ; Opening lines ; Opening moves ; Getting into business: The transition ; Working two customers at once ; How have you been opening? -- 3. Probing : Opening as many doors as possible ; Knowledge is power ; Probing questions ; QAS ; Logical sequence ; Logical sequence guide chart ; Switching: or selling what you have first! -- 4. The demonstration : The demonstration follows what you learned in probing ; Selling the value that the customer wants ; Creating the desire for ownership ; Covering all the bases ; The ultimate demonstration tool ; Avoiding the comparison trap ; The expert kills the deal -- 5. The trial close (otherwise known as the assumptive add-on close) : The dreaded close ; Adding on ; Constructing a trial close -- 6. Handling objections : The trial of trial and error ; Why objections occur ; Work with the customer ; The smoke-out ; Handling the price objection -- 7. Closing the sale : Intent is everything ; Getting started ; Basic closing techniques ; Handling requests for discounts ; Turning over the sale ; Buying signals -- 8. Confirmations and invitations : Buyer's remorse ; The confirmation: cementing the sale ; The invitation: requesting another visit ; Building personal trade -- Final thoughts -- Appendix: Retail training resources.