A guide to improving sales and profits in consumer financial services that stresses the development of a sales and service culture. The key principles discussed are interaction with customers, cultural support and values, service from the customer's point of view, service selling, characteristics of successful sales organizations, star sales people, perfecting the sales process, dealing with prospective clients, and ongoing interaction with the client.

Robert G. Stemper is the author of Service Selling: A Guide to Increasing Sales and Profits in Consumer Financial Services, published by Wiley.