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•Index 173

scientific discoveries see inventions 3M 20
Scottish Parliament 126–7 Tanner, Martin 134–5
Sears, Richard 1–3 telephones
self-service 158
selling techniques call centres 90–91
Call Waiting 154–5
closing a deal 45–6 customer service 9–12
alternative, trial, associated project, mobiles 9–12, 159–60
impending event 50, 58 Thales Electronics 25
ask closing question first Theory X and Y 106–8, 109
50–52 Thomson, Lord 23
leave group to make decision 49 time-to-market 7–9
price objections 46–8 top management 114–17
trial offers 48–9 Townsend, Robert 114–17
Toyota 157–8
cross-selling 160–61 transport 20, 22
direct 4–6, 9–13, 53–8 Trivial Pursuit 13–14
person-to-person 16–17 Turing, Alan 76–7
sex 12–13
Shakespeare, William 39, 143 unit trust 142
shareholders 61–2 managing 34–5
Silver, Dr Spencer 102 private 36–9
Simpson, Peter 10 worst performing 43–4
Slater, Jim 33
Sloan, Alfred P. 111–13 Up the Organisation (Townsend) 114–17
Smith, Adam 128 US Securities and Exchanges Commission 160
SofTools Integrated Performance
Vaaler, Johan 100–101
Support System (iPSS) 132–4 Van Andel, Jay 16
South Sea Bubble 63, 139–40 Vegetius 129
Southwest Airlines 22 Viagra 159
stock market 33, 160 Virgin 21
Virginia Company 24
commodity trading 40 Visicalc 83
hedging 39–41 Vodaphone 14–15
share dealing 42–3 Volstead Act (1919) 26
unit trusts 34–9, 43–4 Volvo 22
see also investment
supply of goods 27