Abc's Of Relationship Selling Through Service - 2026 Release
PART 1 SELLING AS A PROFESSION
Chapter 1: The Life, Times, and Career of the Professional Salesperson
Chapter 2: Ethics First . . . Then Customer Relationships
PART 2 PREPARATION FOR RELATIONSHIP SELLING
Chapter 3: The Psychology of Selling: Why People Buy
Chapter 4: Communication for Successful Selling: How to Build Relationships
Chapter 5: Sales Knowledge: Customers, Products, Technologies
PART 3 THE RELATIONSHIP SELLING PROCESS
Chapter 6: Prospecting—The Lifeblood of Selling
Chapter 7: The Pre-approach—Planning Your Sales Call and Presentation
Chapter 8: The Approach—Begin Your Presentation Strategically
Chapter 9: The Presentation—Elements of Effective Persuasion
Chapter 10: Objections—Address Your Prospect’s Concerns
Chapter 11: Closing—The Beginning of a New Relationship
Chapter 12: Follow-up—Maintain and Strengthen the Relationship
PART 4 SELLING ENVIRONMENTS
Chapter 13: Retail, Business, Services, and Nonprofit Selling
Appendix A: Sales Arithmetic and Pricing
Appendix B: Personal Selling Experiential Exercises
The Canadian 2026 Release of ABC’s of Relationship Selling through Service reflects the evolving nature of sales in a post-pandemic world, where professionals navigate between remote, face-to-face, and hybrid approaches to building client relationships. The 2026 Release emphasizes technological advancements, showcasing innovative tools like CRM systems, social media platforms, and artificial intelligence that are reshaping the sales landscape. Agnihotri highlights the importance of ethical behavior, emotional intelligence, and predictive analysis in fostering trust and long-term business relationships.
Guided by feedback from sales experts, educators, and students, the 2026 Release incorporates updated objectives, expanded topics, and practical selling tips. Ethical dilemmas and professionalism are central themes, encouraging students to reflect on their own values while learning actionable strategies. The text also features updated success stories and career profiles from industry professionals, inspiring students to explore diverse career pathways in sales. Enhanced discussions on social media tools like LinkedIn, Instagram, and YouTube provide insights into their application in professional selling.
Written by experienced salespeople turned educators, Agnihotri et al combines real-world expertise with academic rigor to prepare students for today’s competitive and increasingly digital marketplace. With decades of teaching and industry experience, the authors have refined the strategies and techniques presented in the text, ensuring relevance and practicality. ABC’s of Relationship Selling through Service equips students with the knowledge and skills needed to thrive in the dynamic world of professional sales.
New And Revised End-of-chapter Material. Numerous exercises, problems, and cases have been updated, revised, or replaced with new material to enhance students' understanding and application of key topics in selling.
New And Current Canadian Content. Current information from the Canadian Professional Sales Association (CPSA), including its Code of Ethics in included. This organization is leading the way for Canadian salespeople, offering many benefits and educational opportunities for its members. In addition, the new edition includes up-to-date descriptions and salary information for different kinds of sales professionals in Canada.
New Sales Success Stories. 13 of which are new or updated to this edition-spotlight recent graduates, tracing their career pathways and offering their advice as a feature at the beginning of each chapter.
New Goreact Video Capture. Video Capture powered by GoReact is the market-leading program for assigning, recording, and providing feedback on student presentations or performances. Students can easily record speeches, language practice, and group presentations all within McGraw Hill's Futrell Connect.
New Videos And Video Cases. Available in Connect, new and current videos and video cases relevant to each chapter have been created along with discussion questions.
Focus on selling through service. Futrell focuses on taking care of the customer through exceptional customer service.
Practical approach. A practical approach to selling helps students build and advance their selling skills in today's business environment. Practical applications include sales application questions, sales online exercises, and student application learning exercises.
Real world relevance. Expert industry perspectives, sales success stories, cases, and ethical dilemma exercises are included in each chapter.
Role plays. At the end of each chapter, students are presented with a real-life sales problem. They are then asked to assume a particular role and dramatize their solution to the problem.
Cases for Analysis. Each chapter ends with brief but substantive cases for student analysis and class discussion. These cases provide an opportunity for students to apply concepts to real events and to sharpen their diagnostic skills for sales problem solving. Video cases are provided for select cases.
Ethics Integration. Students are provided with many opportunities to consider their own sales ethics through the many ethical dilemmas presented throughout the text.
Concise Coverage. Futrell offers learners a concise introduction to professional selling. It includes the most up to date information needed to compete in today's fast-paced, competitive, and demanding marketplace.
Social Media coverage. Futrell includes the most up-to-date coverage of the roles of social media and online presence in selling. These topics are integrated throughout the text outlining how they relate to the sales process. Tools such as LinkedIn, Twitter and Facebook are incorporated throughout.
Sales Management coverage. Futrell incorporates sales management content throughout the text rather than in a single-chapter approach.
Business-to-business selling and service selling. To reflect the growing emphasis of B2B and service selling in the Canadian selling landscape, Futrell incorporates discussion and examples of these types of selling throughout.
Negotiation techniques. Futrell includes coverage of negotiation, and specifically how the salesperson should work to overcome objections based on a number of factors.
Customer Relationship Management (CRM). Futrell includes coverage of the uses and benefits of a CRM, and recognizes that CRM's have become the industry standard in recent years.
Connect technology. McGraw Hill Connect technology available for Futrell includes the entire Futrell eBook with adaptive learning, role plays, videos, sales exercises and Interactive Applications for students, as well as teaching resources for instructors, all in one convenient location.
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