JEFFREY GITOMER is a global authority on sales and customer service who leads more than 150 training programs and sales meetings annually for companies such as IBM, AT&T, Coca-Cola, Hilton Hotels, Inc. magazine, Siemens, and Cintas. He is the author of the syndicated sales column "Sales Moves," which appears in eighty-five business journals across the United States and Europe and is read by more than 3.5 million people weekly.