ABC's Of Relationship Selling - Text 7th 02 Mcg Pb

by Futrell

• ISBN13: 9780072471540
• ISBN10: 0072471549
• Edition: 7th
• Copyright: 2003-01-01
• Publisher: MCG

Table of Contents

PART I SELLING AS A PROFESSION
The Life, Times, and Career of the Professional Salesperson	2	(32)
Learning Objectives	2	(1)
What Is Selling?	3	(1)
Everybody Sells!	4	(1)
What Salespeople Are Paid to Do	4	(1)
Why Choose a Sales Career?	5	(9)
A Variety of Sales Jobs Are Available	5	(5)
Freedom of Action: You're on Your Own	10	(1)
Job Challenge Is Always There	10	(1)
Opportunities for Advancement Are Great	11	(2)
Rewards: The Sky's the Limit	13	(1)
You Can Move Quickly Into Management	13	(1)
Is a Sales Career Right for You?	14	(1)
A Sales Manager's View of the Recruit	14	(1)
Success in Selling---What Does It Take?	15	(6)
Love of Selling	15	(1)
Willingness to Work Hard, Work Smart, Then Work Some More	15	(1)
Need to Achieve	16	(2)
Have an Optimistic Outlook	18	(1)
Be Knowledgeable	18	(1)
Be Ruthless about Time	19	(1)
Ask Questions and Then Listen to Uncover Customer Needs	20	(1)
Serve Your Customer	20	(1)
Be Physically and Mentally Prepared	20	(1)
Relationship Selling	21	(1)
Sales Jobs Are Different	22	(1)
What Does a Professional Salesperson Do?	22	(3)
Reflect Back	25	(1)
E-Selling: Technology Used by Salespeople	25	(1)
Relationship Marketing	26	(1)
Levels of Relationship Marketing	27	(1)
Selling Is for Large and Small Organizations	27	(1)
The Plan of This Textbook	28	(1)
Building Relationships through the Sales Process	28	(1)
Summary of Major Selling Issues	29	(1)
Key Terms for Selling	30	(1)
Sales Application Questions	30	(1)
Further Exploring the Sales World	30	(1)
Selling Experimental Exercise	30	(1)
Are You a Global Traveler?	31	(1)
Cases
What They Didn't Teach Us in Sales Class	31	(3)
Social, Ethical, and Legal Issues in Selling	34	(30)
Learning Objectives	34	(1)
Management's Social Responsibilities	35	(3)
Organizational Stakeholders	35	(1)
An Organization's Main Responsibilities	36	(2)
How to Demonstrate Social Responsibility	38	(1)
What Influences Ethical Behavior?	38	(1)
The Individual's Role	38	(1)
The Organization's Role	39	(1)
Management's Ethical Responsibilities	39	(1)
What Is Ethical Behavior?	39	(1)
What Is an Ethical Dilemma?	39	(1)
Ethics in Dealing with Salespeople	40	(5)
Level of Sales Pressure	40	(1)
Decisions Affecting Territory	41	(1)
To Tell the Truth?	42	(1)
The Ill Salesperson	42	(1)
Employee Rights	42	(3)
Salespeople's Ethics in Dealing with Their Employers	45	(1)
Misusing Company Assets	45	(1)
Moonlighting	45	(1)
Cheating	45	(1)
Affecting Other Salespeople	45	(1)
Technology Theft	45	(1)
Ethics in Dealing with Customers	45	(7)
Bribes	46	(1)
Misrepresentation	46	(5)
Price Discrimination	51	(1)
Tie-in Sales	51	(1)
Exclusive Dealership	52	(1)
Reciprocity	52	(1)
Sales Restrictions	52	(1)
The International Side of Ethics	52	(1)
Managing Sales Ethics	53	(2)
Follow the Leader	53	(1)
Leader Selection Is Important	53	(1)
Establish a Code of Ethics	54	(1)
Create Ethical Structures	54	(1)
Encourage Whistle-Blowing	54	(1)
Create an Ethical Sales Climate	55	(1)
Establish Control Systems	55	(1)
Summary of Major Selling Issues	55	(1)
Key Terms for Selling	56	(1)
Sales Application Questions	57	(1)
Further Exploring the Sales World	57	(1)
Selling Experimential Exercise	57	(1)
Ethical Work Climates	57	(1)
Cases
Fancy Frozen Foods	58	(1)
Sports Shirts, Inc.	59	(5)
PART II PREPARATION FOR RELATIONSHIP SELLING
The Psychology of Selling: Why People Buy	64	(34)
Learning Objectives	64	(1)
Why People Buy---The Black Box Approach	65	(1)
Psychological Influences on Buying	66	(1)
Motivation to Buy Must Be There	66	(1)
Economic Needs: The Best Value for the Money	66	(1)
Awareness of Needs: Some Buyers Are Unsure	67	(1)
A FABulous Approach to Buyer Need Satisfaction	67	(4)
The Product's Features: So What?	68	(1)
The Product's Advantages: Prove It!	68	(1)
The Product's Benefits: What's in It for Me?	68	(2)
Order Can Be Important	70	(1)
How to Determine Important Buying Needs---A Key to Success	71	(1)
The Trial Close---A Great Way to Uncover Needs and SELL	72	(2)
SELL Sequence	74	(2)
Your Buyer's Perception	76	(1)
Perceptions, Attitudes, and Beliefs	77	(2)
Example of a Buyer's Misperceptions	78	(1)
The Buyer's Personality Should Be Considered	79	(1)
Self-Concept	79	(1)
Adaptive Selling Based on Buyer's Style	79	(4)
Personality Typing	79	(1)
Adapt Your Presentation to the Buyer's Style	80	(3)
What Is Your Style?	83	(1)
You Can Classify Buying Situations	83	(1)
Some Decisions Are Routine	83	(1)
Some Decisions Are Limited	83	(1)
Some Decisions Are Extensive	84	(1)
Technology Provides Information	84	(1)
View Buyers as Decision-Makers	84	(5)
Need Arousal	85	(1)
Collection of Information	86	(1)
Information Evaluation	86	(1)
Purchase Decision	87	(1)
Postpurchase	88	(1)
Satisfied Customers Are Easier to Sell to	89	(1)
To Buy or Not to Buy---A Choice Decision	89	(1)
Summary of Major Selling Issues	90	(1)
Key Terms for Selling	91	(1)
Sales Application Questions	92	(3)
Further Exploring the Sales World	95	(1)
Student Application Learning Exercises (SALES)	95	(1)
Selling Experiential Exercise	96	(1)
Is Organizational Selling for You?	96	(1)
Cases
Economy Ceiling Fans, Inc.	96	(1)
McDonald's Ford Dealership	97	(1)
Communication for Relationship Building: It's Not All Talk	98	(26)
Learning Objectives	98	(1)
Communication: It Takes Two	99	(2)
Salesperson-Buyer Communication Process Requires Feedback	100	(1)
Nonverbal Communication: Watch for It	101	(2)
Concept of Space	101	(2)
Communication through Appearance and the Handshake	103	(6)
Body Language Gives You Clues	106	(3)
Barriers to Communication	109	(2)
Master Persuasive Communication to Maintain Control	111	(7)
Feedback Guides Your Presentation	112	(1)
Remember the Trial Close	112	(1)
Empathy Puts You in Your Customer's Shoes	113	(1)
Keep It Simple	113	(1)
Creating Mutual Trust Develops Friendship	113	(1)
Listerning Cluse You In	113	(4)
Your Attitude Makes the Difference	117	(1)
Proof Statements Make You Believable	118	(1)
Summary of Major Selling Issues	118	(2)
Key Terms for Selling	120	(1)
Sales Application Questions	120	(1)
Further Exploring the Sales World	121	(1)
Selling Experimental Exercise	121	(1)
Listening Self-Inventory	121	(1)
Cases
Skaggs Manufacturing	122	(1)
Alabama Office Supply	123	(1)
Sales Knowledge: Customers, Products, Technologies	124	(42)
Learning Objectives	124	(1)
Sources of Sales Knowledge	125	(1)
Knowledge Builds Relationships	126	(1)
Knowledge Increases Confidence in Salespeople...	126	(1)
...and In Buyers	126	(1)
Relationships Increase Sales	126	(1)
Know Your Customers	126	(1)
Know Your Company	126	(3)
General Company Information	127	(2)
Know Your Product	129	(1)
Know Your Resellers	130	(1)
Advertising Aids Salespeople	130	(3)
Types of Advertising Differ	130	(2)
Why Spend Money on Advertising	132	(1)
Sales Promotion Generates Sales	133	(1)
Point-of-Purchase Displays: Get Them Out There	133	(1)
Shelf Positioning Is Important to Your Success	133	(1)
Premiums	134	(1)
What's It Worth? Pricing Your Product	134	(1)
Know Your Competition, Industry, and Economy	135	(1)
Personal Computers and Selling	136	(2)
Knowledge of Technology Enhances Sales and Customer Service	138	(5)
Personal Productivity	139	(2)
Communications with Customers and Employer	141	(1)
Customer Order Processing and Service Support	142	(1)
Sales: Internet and the World Wide Web	143	(1)
The Internet	143	(1)
World Wide Web	143	(1)
Global Technology Provides Service	144	(1)
Technology Etiquette	144	(3)
Netiquette	144	(1)
Cell Phones	145	(1)
Voice Mail	146	(1)
Faxes	146	(1)
Speakerphones and Conference Calls	146	(1)
Pagers	146	(1)
Summary of Major Selling Issues	147	(1)
Key Terms for Selling	147	(1)
Sales Application Questions	148	(1)
Further Exploring the Sales World	149	(1)
Selling Experimential Exercise	149	(1)
How Is Your Self-Confidence?	149	(1)
Appendix: Sales Arithmetic and Pricing	150	(8)
Key Terms for Selling	158	(1)
Sales Application Questions	159	(1)
Student Application Learning Exercises (SALES)	160	(1)
Cases
Claire Cosmetics	160	(1)
McBath Women's Apparel	161	(1)
Electric Generator Corporation	162	(1)
Frank's Drilling Service	163	(3)
PART III THE RELATIONSHIP SELLING PROCESS
Prospecting---The Lifeblood of Selling	166	(28)
Learning Objectives	166	(1)
The Sales Process Has 10 Steps	167	(1)
Steps before the Sales Presentation	167	(1)
Prospecting---The Lifeblood of Selling	168	(1)
Where to Find Prospects	169	(1)
Planning a Prospecting Strategy	170	(1)
Prospecting Methods	170	(9)
E-Prospecting on the Web	170	(1)
Cold Canvassing	171	(1)
Endless Chain-Customer Referral	172	(1)
Orphaned Customers	172	(2)
Sales Lead Clubs	174	(1)
Get Lists of Prospects	174	(1)
Become an Expert---Get Published	175	(1)
Public Exhibits and Demonstrations	175	(1)
Center of Influence	176	(1)
Direct Mail	176	(1)
Telephone and Telemarketing	176	(1)
Observation	177	(1)
Networking	177	(2)
Prospecting Guidelines	179	(1)
Referrals Used in Most Prospecting Methods	180	(1)
The Prospect Pool	180	(1)
The Referral Cycle	180	(5)
The Parallel Referral Sales	180	(1)
The Secret Is to Ask Correctly	181	(1)
The Preapproach	182	(1)
The Presentation	182	(1)
Product Delivery	183	(1)
Service and Follow-up	184	(1)
Don't Mistreat the Referral	184	(1)
Call Reluctance Costs You Money!	185	(1)
Obtaining the Sales Interview	185	(4)
The Benefits of Appointment Making	185	(4)
Wireless E-Mail Helps You Keep in Contact and Prospect	189	(1)
Summary of Major Selling Issues	190	(1)
Key Terms for Selling	190	(1)
Sales Application Questions	191	(1)
Further Exploring the Sales World	191	(1)
Selling Experimential Exercise	191	(1)
Your Attitude Toward Selling	192	(1)
Cases
Canadian Equipment Corporation	192	(1)
Montreal Satellites	192	(2)
Planning the Sales Call Is a Must!	194	(18)
Learning Objectives	194	(1)
Strategic Customer Sales Planning---The Preapproach	195	(9)
Mutually Beneficial Agreements	196	(1)
The Customer Relationship Model	197	(1)
Reasons for Planning the Sales Call	197	(1)
Elements of Sales Call Planning	198	(1)
Always Have a Sales Call Objective	198	(6)
The Prospect's Mental Steps	204	(1)
Attention	204	(1)
Interest	204	(1)
Desire	205	(1)
Conviction	205	(1)
Purchase or Action	205	(1)
Overview of the Selling Process	205	(2)
Summary of Major Selling Issues	207	(1)
Key Terms for Selling	208	(1)
Sales Application Questions	208	(1)
Further Exploring the Sales World	209	(1)
Selling Experimential Exercise	209	(1)
Plan Your Appearance---It Projects Your Image	209	(1)
Student Application Learning Exercises (SALES)	210	(1)
(Part 3 of 7)
Cases
Ms. Hansen's Mental Steps in Buying Your Product	210	(1)
Machinery Lubricants, Inc.	211	(1)
Carefully Select Which Sales Presentation Method to Use	212	(24)
Learning Objectives	212	(1)
Sales Presentation Strategy	213	(1)
Sales Presentation Methods---Select One Carefully	214	(14)
The Memorized Sales Presentation	214	(3)
The Formula Presentation	217	(1)
The Need-Satisfaction Presentation	218	(2)
The Problem--Solution Presentation	220	(2)
The Group Presentation	222	(2)
Negotiating So Everyone Wins	224	(4)
What Is the Best Presentation Method?	228	(1)
Sales Presentations Go High Tech	228	(1)
Select the Presentation Method, Then the Approach	228	(1)
Let's Review before Moving On!	229	(2)
What's Important to Know?	229	(2)
Summary of Major Selling Issues	231	(1)
Key Terms for Selling	231	(1)
Sales Application Questions	232	(1)
Further Exploring the Sales World	232	(1)
Selling Experimential Exercise	232	(1)
Is Selling for You?	232	(1)
Cases
Cascade Soap Company	233	(1)
A Retail Sales Presentation	234	(1)
Negotiating with a Friend	235	(1)
Begin Your Presentation Strategically	236	(28)
Learning Objectives	236	(1)
The Right to Approach	237	(1)
The Approach---Opening the Sales Presentation	238	(12)
Your Attitude during the Approach	238	(1)
The First Impression You Make Is Critical to Success	239	(1)
Approach Techniques and Objectives	240	(1)
Small Talk Warms `em Up	241	(1)
Situation Determines Approach	241	(1)
Opening with Statements	242	(1)
Demonstration Openings	243	(1)
Opening with Questions	244	(6)
Technology in the Approach	250	(1)
Using Questions Results in Sales Success	251	(2)
The Direct Question	251	(1)
The Nondirective Question	251	(1)
The Rephrasing Question	252	(1)
The Redirect Question	252	(1)
Three Rules for Using Questions	253	(1)
Is the Prospect Still Not Listening?	253	(1)
Be Flexible in Your Approach	254	(1)
Summary of Major Selling Issues	255	(1)
Key Terms for Selling	256	(1)
Sales Application Questions	256	(2)
Further Exploring the Sales World	258	(1)
Student Application Learning Exercises (SALES)	258	(1)
(Part 4 of 7)
Cases
The Thompson Company	259	(1)
The Copy Corporation	259	(1)
Electronic Office Security Corporation	260	(4)
Elements of a Great Sales Presentation	264	(32)
Learning Objectives	264	(2)
The Purpose of the Presentation	266	(1)
Three Essential Steps within the Presentation	267	(1)
Remember Your FABs!	268	(1)
The Sales Presentation Mix	268	(9)
Persuasive Communication	268	(2)
The SELL Sequence and Trial Close	270	(4)
Participation Is Essential to Success	274	(1)
Proof Statements Build Believability	274	(3)
The Visual Presentation---Show and Tell	277	(1)
Visual Aids Help Tell the Story	277	(1)
Dramatization Improves Your Chances	278	(1)
Demonstrations Prove It	279	(4)
A Demonstration Checklist	281	(1)
Use Participation in Your Demonstration	281	(1)
Reasons for Using Visual Aids, Dramatics, and Demonstrations	282	(1)
Guidelines for Using Visual Aids, Dramatics, and Demonstrations	282	(1)
Technology Can Help!	283	(1)
The Ideal Presentation	283	(1)
Be Prepared for Presentation Difficulties	283	(3)
How to Handle Interruptions	284	(1)
Should You Discuss the Competition?	284	(1)
Be Professional	285	(1)
Where the Presentation Takes Place	286	(1)
Diagnose the Prospect to Determine Your Sales Presentation	286	(1)
Summary of Major Selling Issues	286	(2)
Key Terms for Selling	288	(1)
Sales Application Questions	288	(1)
Further Exploring the Sales World	289	(1)
Student Application Learning Exercises (SALES)	289	(1)
(Part 5 of 7)
Cases
Dyno Electric Cart Company	290	(1)
Major Oil, Inc.	291	(5)
Welcome Your Prospect's Objections	296	(34)
Learning Objectives	296	(1)
Welcome Objections!	297	(1)
What Are Objections?	297	(1)
When Do Prospects Objects?	297	(1)
Objections and the Sales Process	298	(1)
Basic Points to Consider in Meeting Objections	299	(5)
Plan for Objections	299	(1)
Anticipate and Forestall	299	(2)
Handle Objections as They Arise	301	(1)
Be Positive	301	(1)
Listen---Hear Them Out	301	(1)
Understand Objections	301	(2)
Practical or Psychological Objections	303	(1)
Six Major Categories of Objections	304	(7)
The Hidden Objection	304	(1)
The Stalling Objection	305	(2)
The No-Need Objection	307	(1)
The Money Objection	307	(3)
The Product Objection	310	(1)
The Source Objection	310	(1)
Techniques for Meeting Objections	311	(10)
The Dodge Neither Denies, Answers, nor Ignores	312	(1)
Don't Be Afraid to Pass Up an Objection	313	(1)
Rephrase an Objection as a Question	313	(1)
Postponing Objections Is Sometimes Necessary	314	(1)
Send It Back with the Boomerang Method	315	(2)
Ask Questions to Smoke Out Objections	317	(2)
Use Direct Denial Tactfully	319	(1)
The Indirect Denial Works	320	(1)
Compensation or Counterbalance Method	320	(1)
Let a Third Party Answer	321	(1)
Technology Can Effectively Help Respond to Objections!	321	(1)
After Meeting the Objection---What to Do?	321	(3)
First, Use a Trial Close---Ask for an Opinion	321	(1)
Move Back into Your Presentation	322	(1)
Move to Close Your Sale	323	(1)
If You Cannot Overcome the Objection	323	(1)
Summary of Major Selling Issues	324	(1)
Key Terms for Selling	325	(1)
Sales Application Questions	325	(1)
Further Exploring the Sales World	326	(1)
Student Application Learning Exercises (SALES)	326	(1)
(Part 6 of 7)
Cases
Ace Building Supplies	327	(1)
Electric Generator Corporation (B)	328	(2)
Closing Begins the Relationship	330	(32)
Learning Objectives	330	(1)
When Should I Pop the Question?	331	(1)
Reading Buying Signals	332	(1)
What Makes a Good Closer?	333	(2)
Ask for the Order and Be Quiet	334	(1)
Get the Order---Then Move On!	334	(1)
How Many Times Should You Close?	335	(1)
Closing Under Fire	335	(1)
Difficulties with Closing	336	(1)
Essentials of Closing Sales	336	(2)
Prepare Several Closing Techniques	338	(10)
The Alternative-Choice Close Is an Old Favorite	339	(1)
The Assumptive Close	340	(1)
The Compliment Close Inflates the Ego	340	(1)
The Summary-of-Benefits Close Is Most Popular	341	(1)
The Continuous-Yes Close Generates Positive Responses	342	(1)
The Minor-Points Close Is Not Threatening	342	(2)
The T-Account or Balance-Sheet Close Was Ben Franklin's Favorite	344	(2)
The Standing-Room-Only Close Gets Action	346	(1)
The Probability Close	346	(1)
The Negotiation Close	347	(1)
The Technology Close	347	(1)
Prepare a Multiple-Close Sequence	348	(1)
Close Based on the Situation	348	(1)
Research Reinforces These Sales Success Strategies	348	(3)
Keys to Improved Selling	351	(1)
The Business Proposition and the Close	351	(1)
Use a Visual Aid to Close	352	(1)
When You Do Not Make the Sale	352	(1)
Summary of Major Selling Issues	352	(3)
Key Terms for Selling	355	(1)
Sales Application Questions	355	(2)
Further Exploring the Sales World	357	(2)
Student Application Learning Exercises (SALES)	359	(1)
(Part 7 of 7)
Cases
Skaggs Omega	359	(1)
Central Hardware Supply	360	(1)
Furmanite Service Company---A Multiple-Close Sequence	360	(2)
Service and Follow-up for Customer Retention	362	(22)
Learning Objectives	362	(1)
Super Salespeople Discuss Service	363	(1)
Relationship Marketing and Customer Retention	364	(1)
The Product and Its Service Component	364	(2)
Expectations Determine Service Quality	365	(1)
Customer Satisfaction and Retention	366	(1)
Excellent Customer Service and Satisfaction Require Technology	366	(1)
So, How Does Service Increase Your Sales?	367	(1)
Turn Follow-up and Service into a Sale	367	(2)
Account Penetration Is a Secret to Success	369	(1)
Service Can Keep Your Customers	369	(3)
You Lose a Customer---Keep on Trucking	372	(1)
Increasing Your Customer's Sales	373	(2)
Returned Goods Make You a Hero	375	(1)
Handle Complaints Fairly	375	(1)
Build a Professional Reputation	376	(1)
Do's and Don'ts for Business Salespeople	377	(1)
Summary of Major Selling Issues	377	(3)
Key Terms for Selling	380	(1)
Sales Application Questions	380	(1)
Further Exploring the Sales World	381	(1)
Selling Experimential Exercise	381	(1)
What's Your Attitude toward Customer Service?	381	(1)
Cases
California Adhesives Corporation	381	(1)
Sport Shoe Corporation	382	(2)
PART IV TIME AND TERRITORY MANAGEMENT: KEYS TO SUCCESS
Time and Territory Management: Keys to Success	384	(23)
Learning Objectives	384	(1)
Customers Form Sales Territories	385	(2)
Why Establish Sales Territories?	385	(2)
Why Sales Territories May Not Be Developed	387	(1)
Elements of Time and Territory Management	387	(13)
Salesperson's Sales Quota	387	(1)
Account Analysis	387	(3)
Develop Account Objectives and Sales Quotas	390	(1)
Territory--Time Allocation	390	(1)
Return on Time Invested	391	(4)
Customer Sales Planning	395	(1)
Scheduling and Routing	396	(2)
Using the Telephone for Territorial Coverage	398	(1)
Territory and Customer Evaluation	399	(1)
Summary of Major Selling Issues	400	(1)
Key Terms for Selling	401	(1)
Sales Application Questions	401	(1)
Further Exploring the Sales World	402	(1)
Selling Experimential Exercise	402	(1)
Cases
Your Selling Day: A Time and Territory Game	403	(2)
Sally Malone's District---Development of an Account Segmentation Plan	405	(2)
APPENDIX A Sales Call Role-Plays	407	(9)
Role-Play One: Consumer Sales	407	(1)
Role-Play Two: Distributor Sales	408	(4)
Role-Play Three: Business-to-Business	412	(2)
Role-Play Four: Business-to-Business	414	(2)
APPENDIX B Personal Selling Experimential Exercises	416	(25)
ACT! Express	416	(8)
Sell Yourself on a Job Interview	424	(2)
Resume, Follow-up Letter, E-mail	426	(9)
How to Create a Portfolio	435	(2)
Sales Team Building	437	(1)
What's Your Style---Senser, Intuitor, Thinker, Feeler?	437	(4)
APPENDIX C Sales Technology Directory and www.Exercises	441	(10)
Sales World Wide Web Directory	441	(2)
Act! and GoldMine Help Create Customers for Life!	443	(1)
Sales World Wide Web Exercises	444	(1)
Find Out about a Career in Sales!	444	(1)
Use Monster.com to Get a Job in Sales	444	(1)
Make a Sale and Get a Job!	445	(1)
Can the World Wide Web Help Build Relationships?	445	(1)
What Is Ethical in the World of Sales?	446	(1)
What Is Your Personality?	446	(1)
Business Intelligence: Can the Web Help?	447	(1)
Planning Your Sales Call on Dell Computer: Location, Travel, Maps, Research	447	(1)
Finding People, Organizations, Maps, Areas, Phone, and Address	448	(1)
What Is the Best Method to Determine Feedback?	449	(1)
Research Pays Off in the Sales Game!	449	(1)
Time Is Money, So Make Every Minute Count!	449	(1)
Comparing Places to Live for Your Salespeople	450	(1)
How Does Your Money Grow in a Retirement Fund?	450	(1)
Glossary of Selling Terms	451	(7)
Notes	458	(4)
Photo Credits and Acknowledgments	462