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Presents suggestions to salesmen for dealing with customer complaints and for transforming ill feelings into customer loyalty. Encouragement of feedback from customer; Determination of the validity of the complaint; Consideration of the source of the complaint; Immediate resolution of complaints; Observation and reporting of results.

Gives advice on how to increase sales with the use of own newsletter. Goal setting; Careful selection of audience; Provision of advice and information; Newsletter's simplicity; Publisher's involvement with the newsletter; Evaluation of the newsletter; Need for quantifiable benefits from the newsletter.

Presents a method to getting sales appointments. Approach to building productive relationships; Identification of buyer; Importance of gathering market information; Writing to introduce salesman, company and product; Direct contact; Prospect evaluation; Confirmation of appointment by telephone and by writing; Follow-up of prospects.

Stresses the critical roles of self-image in establishing credibility, professionalism, rapport with client, confidence and level of success. Tips in having a first impression; Guidelines to follow in protecting extension of appearance; Importance of communication skills; Promotional tools in creating and maintaining a confident image.

Gives suggestions for dealing with customer complaints and for transforming ill feelings in customer loyalty. How to determine if the complaint is justified; Importance of considering the source of the complaint.

Looks at the views of the author as they relate to effective ways to getting sales appointments. What is the key to successful sales in an economic environment; In-depth look at a number of steps pertaining to making sales.