Catalogue


Honesty sells : how to make more money and increase business profits /
Steven Gaffney and Colleen Francis.
imprint
Hoboken, N.J. : Wiley, c2009.
description
xviii, 206 p. ; 24 cm.
ISBN
0470411538 (cloth), 9780470411537 (cloth)
format(s)
Book
Holdings
More Details
imprint
Hoboken, N.J. : Wiley, c2009.
isbn
0470411538 (cloth)
9780470411537 (cloth)
contents note
Top 10 sales hall of shame: when bad sales people go even worse -- Honesty: the best policy for closing sales and growing the business -- The startling truth about why honest sells -- Being honest with yourself -- The hidden costs of communication breakdowns -- Just the facts: how assumptions impact sales -- Be a life giver -- Getting the truth from everyone -- Referral selling: ensuring honest relationships from the start -- The start of your selling relationship: getting started with an honest foot forward -- Close more sales by acknowledging your clients -- The honest way to close more sales. more often. more quickly -- Overcoming objections and questions -- Turning a onetime client into a lifetime client -- Remember to practice honesty internally -- Some final thoughts.
general note
Includes index.
catalogue key
6973220
A Look Inside
Excerpts
Flap Copy
Being in the top ten percent of sales performers today means first letting go of many old stand-by ideas that used to work but now only get between you and the sale. Overly aggressive cold calling, too-polished presentations and corporate brochures, and insincere closing tricks and tactics are not just out of date but-nine times out of ten-unsuccessful. That's what makes Honesty Sells different. This method doesn't rely on old tricks, gimmicks, or mind games. Instead, it shows you how to create immediate and lasting increases in your sales by selling yourself and your products, openly and honestly. Has a prospect ever told you they'd do one thing only to do the exact opposite? Have you lost business because a prospect never bothered to respond to your offer? Have your clients ever abandoned you for your competition without any explanation? Honesty Sells gives you the proven strategies to reduce lost sales, stop clients from defecting to the competition, and increase your profits with those clients in whom you've already invested time and effort. You won't find short-term tactics or manipulative strategies here. Instead, you'll find an effective, real-world model for building open, honest, and long-lasting relationships with your clients-the kind of relationships that can withstand the lure of lower prices and slick competitors and lead to increased leads, sales, repeat business, and long-term profits. Sure, building these client relationships takes effort, but top sales professionals know that the payoff is well worth the cost. Honesty Sells uses examples from real salespeople and real clients to show you how to: Use the fine line between persistence and stalking to achieve an instant eighty percent increase in call-back ratios Increase your average order size by up to fifty percent Multiply profits up to fifteen times by increasing repeat sales Prevent communication breakdowns even with your most difficult clients Increase client responsiveness and close the door on your competitors Reduce the length of sales cycles by up to thirty percent Disarm and turn around client objections quickly and effectively Today's savvy customers are too smart to fall for cheap sales tricks. Instead, they want trusted, long-term, value-based relationships with their suppliers that ensure consistent profit for all parties. Give them that and you'll keep your clients for life . . . honestly!
Flap Copy
Honesty SellsHow to make more money and increase business profitsLooking for an edge in today's tough selling market? Honesty Sells challenges you to abandon cliche? sales techniques that rely on manipulation and deceit. Instead, by being honest and open with clients, you will be rewarded with long-term, profitable relationships-at the expense of no one but your competition...Praise for honesty sells"I've been in the field of sales leadership for twenty-four years with a major organization. I've recruited, trained, and developed thousands of salespeople over those years. Where has this book been? It should be a must-read for every new salesperson. This is a simple topic that isn't easy to execute day to day. Honesty Sells helps you change your mental map about how to approach business and relationships. Do the right thing....always!"-Scott DiGiammarino, Group Vice President, Ameriprise Financial"Honesty Sells has already made a huge impact in my business and it's a keeper. I recommend it for any business CEO trying to maximize and keep their profits."-Richard Strauss, President, Strauss Radio Strategies, Inc."Honesty Sells is not just a book for salespeople. As a public relations professional, Gaffney and Francis's solid principles and coaching have helped me to develop and maintain relationships that are key to the success of my business."-Avery Mann, Director of Media & Public Relations, FOX TV's America's Most Wanted"Literally thirty minutes after absorbing their sales advice, I was on the phone applying concepts and strategies that enabled me to effectively move forward a deal accounting for 57 percent of my quota for the entire sales quarter. Here's the best part: this was during my first month on the job."-Raj Shahani, Yahoo!"Thank you so much for the inspiration. Your selling techniques were just the shot in the arm that this old veteran really needed. I have four new clients in just a week's time! Hip hip hooray!!"-Nancy Daniels, Regional Director, HelmsBriscoe"A top-notch sales pro who knows how to make progress in a difficult market. Bad economy. Government sales. Makes no difference-the job gets done."-Paul Lemberg, Lemberg and Associates"In addition to the practical and proven tips and techniques, this advice is based on extensive sales research and investigation with respect to what produces results. All the 'out of the box' suggestions are attention-getting but also get results!"-Janet Armstrong, Director, Management Consulting, Ajilon Consulting
Reviews
Review Quotes
"A much-needed book for all sales professionals who want to hit their targets without compromising their ethics." (Ethical Corporation Magazine, April 2009)
'The book has methods that do not rely on old tricks, gimmicks or mind games. Instead, it shows you how to create immediate and lasting increases in your sales by selling yourself and your products, openly and honestly.' ( Banana Q Business Buzz , October 2009)
The book has methods that do not rely on old tricks, gimmicks or mind games. Instead, it shows you how to create immediate and lasting increases in your sales by selling yourself and your products, openly and honestly. (Banana Q Business Buzz , October 2009)
To find out how to look for other reviews, please see our guides to finding book reviews in the Sciences or Social Sciences and Humanities.
Summaries
Long Description
Being in the top ten percent of sales performers today means first letting go of many old stand-by ideas that used to work but now only get between you and the sale. Overly aggressive cold calling, too-polished presentations and corporate brochures, and insincere closing tricks and tactics are not just out of date but-nine times out of ten-unsuccessful. That's what makes Honesty Sells different. This method doesn't rely on old tricks, gimmicks, or mind games. Instead, it shows you how to create immediate and lasting increases in your sales by selling yourself and your products, openly and honestly.Has a prospect ever told you they'd do one thing only to do the exact opposite? Have you lost business because a prospect never bothered to respond to your offer? Have your clients ever abandoned you for your competition without any explanation? Honesty Sells gives you the proven strategies to reduce lost sales, stop clients from defecting to the competition, and increase your profits with those clients in whom you've already invested time and effort.You won't find short-term tactics or manipulative strategies here. Instead, you'll find an effective, real-world model for building open, honest, and long-lasting relationships with your clients-the kind of relationships that can withstand the lure of lower prices and slick competitors and lead to increased leads, sales, repeat business, and long-term profits. Sure, building these client relationships takes effort, but top sales professionals know that the payoff is well worth the cost.Honesty Sells uses examples from real salespeople and real clients to show you how to:Use the fine line between persistence and stalking to achieve an instant eighty percent increase in call-back ratiosIncrease your average order size by up to fifty percentMultiply profits up to fifteen times by increasing repeat salesPrevent communication breakdowns even with your most difficult clientsIncrease client responsiveness and close the door on your competitorsReduce the length of sales cycles by up to thirty percentDisarm and turn around client objections quickly and effectivelyToday's savvy customers are too smart to fall for cheap sales tricks. Instead, they want trusted, long-term, value-based relationships with their suppliers that ensure consistent profit for all parties. Give them that and you'll keep your clients for life . . . honestly!
Long Description
Looking for an edge in today's tough selling market? Honesty Sells challenges you to abandon clich_d sales techniques that rely on manipulation and deceit. Instead, by being honest and open with clients, you will be rewarded with long-term, profitable relationships-at the expense of no one but your competition...PRAISE FOR HONESTY SELLS"I've been in the field of sales leadership for twenty-four years with a major organization. I've recruited, trained, and developed thousands of salespeople over those years. Where has this book been? It should be a must-read for every new salesperson. This is a simple topic that isn't easy to execute day to day. Honesty Sells helps you change your mental map about how to approach business and relationships. Do the right thing....always!"-Scott DiGiammarino, Group Vice President, Ameriprise Financial"Honesty Sells has already made a huge impact in my business and it's a keeper. I recommend it for any business CEO trying to maximize and keep their profits."-Richard Strauss, President, Strauss Radio Strategies, Inc."Honesty Sells is not just a book for salespeople. As a public relations professional, Gaffney and Francis's solid principles and coaching have helped me to develop and maintain relationships that are key to the success of my business."-Avery Mann, Director of Media & Public Relations, FOX TV's America's Most Wanted"Literally thirty minutes after absorbing their sales advice, I was on the phone applying concepts and strategies that enabled me to effectively move forward a deal accounting for 57 percent of my quota for the entire sales quarter. Here's the best part: this was during my first month on the job."-Raj Shahani, Yahoo!"Thank you so much for the inspiration. Your selling techniques were just the shot in the arm that this old veteran really needed. I have four new clients in just a week's time! Hip hip hooray!!"-Nancy Daniels, Regional Director, HelmsBriscoe"A top-notch sales pro who knows how to make progress in a difficult market. Bad economy. Government sales. Makes no difference-the job gets done."-Paul Lemberg, Lemberg and Associates"In addition to the practical and proven tips and techniques, this advice is based on extensive sales research and investigation with respect to what produces results. All the 'out of the box' suggestions are attention-getting but also get results!"-Janet Armstrong, Director, Management Consulting, Ajilon Consulting
Long Description
Looking for an edge in todays tough selling market? Honesty Sells challenges you to abandon clichéd sales techniques that rely on manipulation and deceit. Instead, by being honest and open with clients, you will be rewarded with long-term, profitable relationships-at the expense of no one but your competition... PRAISE FOR HONESTY SELLS "Ive been in the field of sales leadership for twenty-four years with a major organization. Ive recruited, trained, and developed thousands of salespeople over those years. Where has this book been? It should be a must-read for every new salesperson. This is a simple topic that isnt easy to execute day to day. Honesty Sells helps you change your mental map about how to approach business and relationships. Do the right thing....always!" -Scott DiGiammarino, Group Vice President, Ameriprise Financial " Honesty Sells has already made a huge impact in my business and its a keeper. I recommend it for any business CEO trying to maximize and keep their profits." -Richard Strauss, President, Strauss Radio Strategies, Inc. " Honesty Sells is not just a book for salespeople. As a public relations professional, Gaffney and Franciss solid principles and coaching have helped me to develop and maintain relationships that are key to the success of my business." -Avery Mann, Director of Media & Public Relations, FOX TVs Americas Most Wanted "Literally thirty minutes after absorbing their sales advice, I was on the phone applying concepts and strategies that enabled me to effectively move forward a deal accounting for 57 percent of my quota for the entire sales quarter. Heres the best part: this was during my first month on the job." -Raj Shahani, Yahoo! "Thank you so much for the inspiration. Your selling techniques were just the shot in the arm that this old veteran really needed. I have four new clients in just a weeks time! Hip hip hooray!!" -Nancy Daniels, Regional Director, HelmsBriscoe "A top-notch sales pro who knows how to make progress in a difficult market. Bad economy. Government sales. Makes no difference-the job gets done." -Paul Lemberg, Lemberg and Associates "In addition to the practical and proven tips and techniques, this advice is based on extensive sales research and investigation with respect to what produces results. All the out of the box suggestions are attention-getting but also get results!" -Janet Armstrong, Director, Management Consulting, Ajilon Consulting
Main Description
How to become a world-class salesperson by building open, honest, and profitable relationships with customersHonesty Sells takes an unlikely approach to sales success; instead of verbal tricks, silly gimmicks, or mind games, great salespeople use honesty to win the trust of the customer for a long-term and profitable relationship. Manipulative tactics no longer work and clients are looking for long-term, trusted relationships with their suppliersdemanding a new approach based on open communication, trust, and loyalty. Honesty Sells gives readers a proven modeland an honest onefor getting around gatekeepers and objections, increasing customer responsiveness, closing sales faster, getting honest answers from prospects, and troubleshooting problems before they scuttle big sales or important projects. For any salesperson, Honesty Sells is the perfect straight-talking guide to sales success.Steven Gaffney (Arlington, VA) is a speaker, author, and leading expert on honest interpersonal communication, influence, and leadership, as well as the President of The Steven Gaffney Company. He is also the author of Just Be Honest (978-0-9715377-1-2) and Honesty Works (978-0-9715377-2-9). Colleen Francis (Ottawa, Ontario, Canada) is the founder and President of Engage Selling Solutions and an award-winning sales expert.
Main Description
How to become a world-class salesperson by building open, honest, and profitable relationships with customers Honesty Sells takes an unlikely approach to sales success; instead of verbal tricks, silly gimmicks, or mind games, great salespeople use honesty to win the trust of the customer for a long-term and profitable relationship. Manipulative tactics no longer work and clients are looking for long-term, trusted relationships with their suppliersdemanding a new approach based on open communication, trust, and loyalty. Honesty Sells gives readers a proven modeland an honest onefor getting around gatekeepers and objections, increasing customer responsiveness, closing sales faster, getting honest answers from prospects, and troubleshooting problems before they scuttle big sales or important projects. For any salesperson, Honesty Sells is the perfect straight-talking guide to sales success. Steven Gaffney (Arlington, VA) is a speaker, author, and leading expert on honest interpersonal communication, influence, and leadership, as well as the President of The Steven Gaffney Company. He is also the author of Just Be Honest (978-0-9715377-1-2) and Honesty Works (978-0-9715377-2-9). Colleen Francis (Ottawa, Ontario, Canada) is the founder and President of Engage Selling Solutions and an award-winning sales expert.
Main Description
Looking for an edge in today's tough selling market? Honesty Sells challenges you to abandon clichd sales techniques that rely on manipulation and deceit. Instead, by being honest and open with clients, you will be rewarded with long-term, profitable relationships-at the expense of no one but your competition. . . Book jacket.
Main Description
Looking for an edge in today's tough selling market? Honesty Sells challenges you to abandon clich d sales techniques that rely on manipulation and deceit. Instead, by being honest and open with clients, you will be rewarded with long-term, profitable relationships-at the expense of no one but your competition... PRAISE FOR HONESTY SELLS "I've been in the field of sales leadership for twenty-four years with a major organization. I've recruited, trained, and developed thousands of salespeople over those years. Where has this book been? It should be a must-read for every new salesperson. This is a simple topic that isn't easy to execute day to day. Honesty Sells helps you change your mental map about how to approach business and relationships. Do the right thing....always!" -Scott DiGiammarino, Group Vice President, Ameriprise Financial " Honesty Sells has already made a huge impact in my business and it's a keeper. I recommend it for any business CEO trying to maximize and keep their profits." -Richard Strauss, President, Strauss Radio Strategies, Inc. " Honesty Sells is not just a book for salespeople. As a public relations professional, Gaffney and Francis's solid principles and coaching have helped me to develop and maintain relationships that are key to the success of my business." -Avery Mann, Director of Media & Public Relations, FOX TV's America's Most Wanted "Literally thirty minutes after absorbing their sales advice, I was on the phone applying concepts and strategies that enabled me to effectively move forward a deal accounting for 57 percent of my quota for the entire sales quarter. Here's the best part: this was during my first month on the job." -Raj Shahani, Yahoo! "Thank you so much for the inspiration. Your selling techniques were just the shot in the arm that this old veteran really needed. I have four new clients in just a week's time! Hip hip hooray!!" -Nancy Daniels, Regional Director, HelmsBriscoe "A top-notch sales pro who knows how to make progress in a difficult market. Bad economy. Government sales. Makes no difference-the job gets done." -Paul Lemberg, Lemberg and Associates "In addition to the practical and proven tips and techniques, this advice is based on extensive sales research and investigation with respect to what produces results. All the 'out of the box' suggestions are attention-getting but also get results!" -Janet Armstrong, Director, Management Consulting, Ajilon Consulting
Main Description
Looking for an edge in today's tough selling market? Honesty Sells challenges you to abandon clich_d sales techniques that rely on manipulation and deceit. Instead, by being honest and open with clients, you will be rewarded with long-term, profitable relationships-at the expense of no one but your competition... PRAISE FOR HONESTY SELLS "I've been in the field of sales leadership for twenty-four years with a major organization. I've recruited, trained, and developed thousands of salespeople over those years. Where has this book been? It should be a must-read for every new salesperson. This is a simple topic that isn't easy to execute day to day. Honesty Sells helps you change your mental map about how to approach business and relationships. Do the right thing....always!" -Scott DiGiammarino, Group Vice President, Ameriprise Financial " Honesty Sells has already made a huge impact in my business and it's a keeper. I recommend it for any business CEO trying to maximize and keep their profits." -Richard Strauss, President, Strauss Radio Strategies, Inc. " Honesty Sells is not just a book for salespeople. As a public relations professional, Gaffney and Francis's solid principles and coaching have helped me to develop and maintain relationships that are key to the success of my business." -Avery Mann, Director of Media & Public Relations, FOX TV's America's Most Wanted "Literally thirty minutes after absorbing their sales advice, I was on the phone applying concepts and strategies that enabled me to effectively move forward a deal accounting for 57 percent of my quota for the entire sales quarter. Here's the best part: this was during my first month on the job." -Raj Shahani, Yahoo! "Thank you so much for the inspiration. Your selling techniques were just the shot in the arm that this old veteran really needed. I have four new clients in just a week's time! Hip hip hooray!!" -Nancy Daniels, Regional Director, HelmsBriscoe "A top-notch sales pro who knows how to make progress in a difficult market. Bad economy. Government sales. Makes no difference-the job gets done." -Paul Lemberg, Lemberg and Associates "In addition to the practical and proven tips and techniques, this advice is based on extensive sales research and investigation with respect to what produces results. All the 'out of the box' suggestions are attention-getting but also get results!" -Janet Armstrong, Director, Management Consulting, Ajilon Consulting
Main Description
Looking for an edge in today's tough selling market? Honesty Sells challenges you to abandon clich_d sales techniques that rely on manipulation and deceit. Instead, by being honest and open with clients, you will be rewarded with long-term, profitable relationships-at the expense of no one but your competition...PRAISE FOR HONESTY SELLS"I've been in the field of sales leadership for twenty-four years with a major organization. I've recruited, trained, and developed thousands of salespeople over those years. Where has this book been? It should be a must-read for every new salesperson. This is a simple topic that isn't easy to execute day to day. Honesty Sells helps you change your mental map about how to approach business and relationships. Do the right thing....always!" -Scott DiGiammarino, Group Vice President, Ameriprise Financial"Honesty Sells has already made a huge impact in my business and it's a keeper. I recommend it for any business CEO trying to maximize and keep their profits." -Richard Strauss, President, Strauss Radio Strategies, Inc."Honesty Sells is not just a book for salespeople. As a public relations professional, Gaffney and Francis's solid principles and coaching have helped me to develop and maintain relationships that are key to the success of my business." -Avery Mann, Director of Media & Public Relations, FOX TV's America's Most Wanted"Literally thirty minutes after absorbing their sales advice, I was on the phone applying concepts and strategies that enabled me to effectively move forward a deal accounting for 57 percent of my quota for the entire sales quarter. Here's the best part: this was during my first month on the job." -Raj Shahani, Yahoo!"Thank you so much for the inspiration. Your selling techniques were just the shot in the arm that this old veteran really needed. I have four new clients in just a week's time! Hip hip hooray!!" -Nancy Daniels, Regional Director, HelmsBriscoe"A top-notch sales pro who knows how to make progress in a difficult market. Bad economy. Government sales. Makes no difference-the job gets done." -Paul Lemberg, Lemberg and Associates"In addition to the practical and proven tips and techniques, this advice is based on extensive sales research and investigation with respect to what produces results. All the 'out of the box' suggestions are attention-getting but also get results!" -Janet Armstrong, Director, Management Consulting, Ajilon Consulting
Main Description
Looking for an edge in today's tough selling market? Honesty Sells challenges you to abandon clichéd sales techniques that rely on manipulation and deceit. Instead, by being honest and open with clients, you will be rewarded with long-term, profitable relationships-at the expense of no one but your competition... PRAISE FOR HONESTY SELLS "I've been in the field of sales leadership for twenty-four years with a major organization. I've recruited, trained, and developed thousands of salespeople over those years. Where has this book been? It should be a must-read for every new salesperson. This is a simple topic that isn't easy to execute day to day. Honesty Sells helps you change your mental map about how to approach business and relationships. Do the right thing....always!" -Scott DiGiammarino, Group Vice President, Ameriprise Financial " Honesty Sells has already made a huge impact in my business and it's a keeper. I recommend it for any business CEO trying to maximize and keep their profits." -Richard Strauss, President, Strauss Radio Strategies, Inc. " Honesty Sells is not just a book for salespeople. As a public relations professional, Gaffney and Francis's solid principles and coaching have helped me to develop and maintain relationships that are key to the success of my business." -Avery Mann, Director of Media & Public Relations, FOX TV's America's Most Wanted "Literally thirty minutes after absorbing their sales advice, I was on the phone applying concepts and strategies that enabled me to effectively move forward a deal accounting for 57 percent of my quota for the entire sales quarter. Here's the best part: this was during my first month on the job." -Raj Shahani, Yahoo! "Thank you so much for the inspiration. Your selling techniques were just the shot in the arm that this old veteran really needed. I have four new clients in just a week's time! Hip hip hooray!!" -Nancy Daniels, Regional Director, HelmsBriscoe "A top-notch sales pro who knows how to make progress in a difficult market. Bad economy. Government sales. Makes no difference-the job gets done." -Paul Lemberg, Lemberg and Associates "In addition to the practical and proven tips and techniques, this advice is based on extensive sales research and investigation with respect to what produces results. All the 'out of the box' suggestions are attention-getting but also get results!" -Janet Armstrong, Director, Management Consulting, Ajilon Consulting
Main Description
Looking for an edge in today's tough selling market? Honesty Sells challenges you to abandon cliched sales techniques that rely on manipulation and deceit. Instead, by being honest and open with clients, you will be rewarded with long-term, profitable relationshipsat the expense of no one but your competition...PRAISE FOR HONESTY SELLS"I've been in the field of sales leadership for twenty-four years with a major organization. I've recruited, trained, and developed thousands of salespeople over those years. Where has this book been? It should be a must-read for every new salesperson. This is a simple topic that isn't easy to execute day to day. Honesty Sells helps you change your mental map about how to approach business and relationships. Do the right thing....always!"Scott DiGiammarino, Group Vice President, Ameriprise Financial"Honesty Sells has already made a huge impact in my business and it's a keeper. I recommend it for any business CEO trying to maximize and keep their profits."Richard Strauss, President, Strauss Radio Strategies, Inc."Honesty Sells is not just a book for salespeople. As a public relations professional, Gaffney and Francis's solid principles and coaching have helped me to develop and maintain relationships that are key to the success of my business."Avery Mann, Director of Media & Public Relations, FOX TV's America's Most Wanted"Literally thirty minutes after absorbing their sales advice, I was on the phone applying concepts and strategies that enabled me to effectively move forward a deal accounting for 57 percent of my quota for the entire sales quarter. Here's the best part: this was during my first month on the job."Raj Shahani, Yahoo!"Thank you so much for the inspiration. Your selling techniques were just the shot in the arm that this old veteran really needed. I have four new clients in just a week's time! Hip hip hooray!!"Nancy Daniels, Regional Director, HelmsBriscoe"A top-notch sales pro who knows how to make progress in a difficult market. Bad economy. Government sales. Makes no differencethe job gets done."Paul Lemberg, Lemberg and Associates"In addition to the practical and proven tips and techniques, this advice is based on extensive sales research and investigation with respect to what produces results. All the 'out of the box' suggestions are attention-getting but also get results!"Janet Armstrong, Director, Management Consulting, Ajilon Consulting
Table of Contents
Acknowledgmentsp. xiii
Introduction Another Book on Sales? Why You Need to Read This Bookp. xv
Top 10 Sales Hall of Shame: When Bad Salespeople Go Even Worsep. 1
Honesty-The Best Policy for Closing Sales and Growing the Businessp. 13
The Startling Truth about Why Honesty Sellsp. 21
Being Honest with Yourselfp. 35
The Hidden Costs of Communication Breakdownsp. 47
Just the Facts-How Assumptions Impact Salesp. 55
Be a Life Giverp. 81
Getting the Truth from Everyonep. 93
Referral Selling: Ensuring Honest Relationships from the Startp. 103
The Start of Your Selling Relationship: Getting Started with an Honest Foot Forwardp. 117
Close More Sales by Acknowledging Your Clientsp. 127
The Honest Way to Close More Sales. More Often. More Quickly.p. 137
Overcoming Objections and Questionsp. 145
Turning a Onetime Client into a Lifetime Clientp. 161
Remember to Practice Honesty Internallyp. 183
Some Final Thoughtsp. 191
About the Authorsp. 195
Indexp. 199
Table of Contents provided by Ingram. All Rights Reserved.

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