First impressions - non-verbal communication -- Getting to know you - rapport and empathy -- Personality and communication styles -- Structuring a sales meeting -- Nobody expects the Spanish Inquisition - asking the right questions and active listening -- The psychology of persuasion -- Perfect presentations -- Following up -- It's in his pitch - pitching and tendering -- Negotiating - competition or collaboration? -- Closing the deal and handling objections -- The trusted adviser -- Case study: Drivers Jonas LLP -- 7 Clientology and referrer relationships (relationship strategies) -- The importance of focusing on existing clients -- Touch points and intimacy - levels of client relationship management -- Delighting your clients - managing the client experience -- Managing expectations -- Take a walk on the client's side -- From the horse's mouth - designing your own client research programme -- Looking after the crown jewels - identifying and analysing your key clients -- Key account management programmes -- Getting under your skin - client intimacy -- The leader of the gang - relationship partner -- Beyond the call of duty - adding real value -- Key account plans -- Cross-selling -- Pigeon holed? -- I don't believe it! Managing complaints -- Stand and deliver - handing over your clients -- TQM, ISO, IiP - quality programmes -- You scratch my back - referrer management -- Let me entertain you -- Case study: Spacelab -- 8 Talent, teams and tomorrow's leaders (people strategies) -- Who's in charge? The staff partner -- The experts - the human resources manager -- The way we do things round here - culture -- Vive la difference - celebrate people's differences -- Tantrums and time wasters - dealing with difficult people -- Time to talk? Internal communications -- Talent spotting - recruitment -- Keeping the saws sharp - training and development