Introduction -- Anatomy of a sales call -- The best way to beat Murphy : reconnaissance rules -- Look out for Murphy : my failure and welcome to it -- Soul searching : who, besides Murphy, will see you? -- Hey! how ya doin'? : making Murphy-free small talk -- Set the agenda : take control from Murphy -- Murphy's law on clients : each one is like an iceberg : what you need to know is below the surface -- The big show : presentations that evidence excellence and mute Murphy -- Defending your turf against Murphy : handling client questions -- 10. Closes that close out Murphy -- 11. Even Murphy knows that when it's over, it's not over : the how and why of follow-up