Advance Praise for Tough Calls: "One of the best sales guides I have ever read. Marketers need help in gaining market share and increasing margins; I particularly like the consultative point of view." —Steven I. Florio, President and CEO, The Condé Nast Publications Inc. "A thoughtful, step-by-step analysis of workable sales techniques to cope with the most difficult kinds of customers." -John Wickersham, President and CEO, Bill Communications "Packed with proven selling tips and tactics. I know, because I've worked with and benefited from Gordon's selling techniques for over ten years." —Cameron B. Bishop, Senior Vice President, Intertec Publishing Corp. "A valuable sales tool that provides great anecdotes of real-life situations and offers unique insight and a strategic approach to help close the sale." -Ellen Mazukina, Director of Development Marketing & Promotions, Marriott International "Just when you thought books on selling were all the same old positive self-image stories, this book explores the psychology of many real-life customers and how to manage them." -Michael Humphries, Marketing Consultant, Digital Equipment Corporation "Tough Calls is superlative. It offers fresh ideas, distinct techniques, and countering points to defuse customer objections and to win long-lasting loyalty." -Tom McLoughlin, C&I Marketing & Sales Manager, General Electric Wiring Devices