13
Contents
44
The Sales Process:
Presentation 
588
Product Knowledge  588
Select Product  590
Present the Product  592
Customer Responses  594
Handle Objections  595
Plan and Practice  596
45
The Sales Process: Close 
601
Close the Sale  601
Complete the Transaction  606
Follow Up  612
Ethics in Sales  614
46
Customer Service 
619
Service Quantity  620
Service Quality  622
Exceptional Customer Service  624
Part Nine
Professional
Development
How can you plan for
success?
47
Planning for Success 
634
Why Plan?  635
Learning About Yourself  640
Using Career Clusters as a Guide  644
48
Developing Your Career
Plan 
648
Jobs and Careers  649
Researching Careers  650
Career Preparation  656
Your Career Plan  663
49
Communicating for
Success 
668
The Communication Process at
Work  669
Receiver Skills  670
Sender Skills  674
Technology and Communication  682
Nonverbal Communication at
Work  683
50
Marketing Yourself 
689
A Marketing Attitude Toward Job
Search  690
Finding Leads  691
Preparing to Apply  695
Applying for Jobs  700
Interviewing  702
Following Up  707
51
Achieving Success 
711
Interpersonal Skills  712
Teams  713
Self-Management Skills  718
Advancement Skills  725
Balancing Multiple Roles  727
52
Entrepreneurship 
731
Who Is an Entrepreneur?  732
Ownership  736
Chains and Franchises  741
How to Start Your Own Business  744
Costs  746
The Business Plan  747
Resources for Entrepreneurs  748
Glossary 
753
Index 
768