| 000 -LEADER |
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| fixed length control field |
16906cam a2200325 a 4500 |
| 001 - CONTROL NUMBER |
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| control field |
15445521 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
CITU |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20230318123731.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
080910s2009 maua b 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
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| LC control number |
2008039826 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9780073381084 (alk. paper) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
007338108X (alk. paper) |
| 035 ## - SYSTEM CONTROL NUMBER |
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| System control number |
(OCoLC)226356772 |
| 040 ## - CATALOGING SOURCE |
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| Original cataloging agency |
DLC |
| Transcribing agency |
DLC |
| Modifying agency |
BTCTA |
| -- |
BAKER |
| -- |
C#P |
| -- |
BWX |
| -- |
DLC |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
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| Classification number |
HF5438.25 |
| Item number |
.W2933 2009 |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
658.85 |
| Edition number |
22 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Weitz, Barton A. |
| 245 10 - TITLE STATEMENT |
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| Title |
Selling : |
| Remainder of title |
building partnerships / |
| Statement of responsibility, etc. |
Barton A. Weitz, Stephen B. Castleberry, John F. Tanner, Jr. |
| 250 ## - EDITION STATEMENT |
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| Edition statement |
7th ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
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| Place of publication, distribution, etc. |
Boston : |
| Name of publisher, distributor, etc. |
McGraw-Hill Irwin, |
| Date of publication, distribution, etc. |
c2009. |
| 300 ## - PHYSICAL DESCRIPTION |
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| Extent |
1 v. (various pagings) : |
| Other physical details |
col. ill. ; |
| Dimensions |
27 cm. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
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| Bibliography, etc. note |
Includes bibliographical references and indexes. |
| 505 ## - FORMATTED CONTENTS NOTE |
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| Formatted contents note |
CONTENTS <br/>Preface 000 <br/>part 1 <br/>THE FIELD OF SELLING 000 <br/>Chapter 1 <br/>Selling and Salespeople 000 <br/>Why Learn about Personal Selling? 000 <br/>Creating Value: The Role of Salespeople in Business 000 <br/>What Do Salespeople Do? 000 <br/>Client Relationship Manager 000 <br/>Account Team Manager 000 <br/>Vendor and Channel Manager 000 <br/>Information Provider to Their Firm 000 <br/>Types of Salespeople 000 <br/>Selling and Distribution Channels 000 <br/>Describing Sales Jobs 000 <br/>The Sales Jobs Continuum 000 <br/>Examples of Sales Jobs 000 <br/>Characteristics of Successful Salespeople 000 <br/>Self-Motivated 000 <br/>Dependability and Trustworthiness 000 <br/>Ethical Sales Behavior 000 <br/>Customer and Product Knowledge 000 <br/>Ability to Use Information Technology 000 <br/>Communication Skills 000 <br/>Flexibility and Agility 000 <br/>Creativity 000 <br/>Confidence and Optimism 000 <br/>Emotional Intelligence 000 <br/>Are Salespeople Born or Made? 000 <br/>Rewards in Selling 000 <br/>Independence and Responsibility 000 <br/>Financial Rewards 000 <br/>Management Opportunities 000 <br/>The Building Partnerships Model 000 <br/>Summary 000 <br/>Key Terms 000 <br/>Ethics Problems 000 <br/>Questions and Problems 000 <br/>Case Problems 000 <br/>Role Play Case 000 <br/>Additional References 000 <br/>Chapter 2 <br/>Building Partnering Relationships 000 <br/>The Evolution of Personal Selling 000 <br/>Relationships and Selling 000 <br/>Types of Relationships 000 <br/>Market Exchanges 000 <br/>Partnerships 000 <br/>Characteristics of Successful Partnerships 000 <br/>Mutual Trust 000 <br/>Open Communication 000 <br/>Common Goals 000 <br/>Commitment to Mutual Gain 000 <br/>Organizational Support 000 <br/>Phases of Relationship Development 000 <br/>Awareness 000 <br/>Exploration 000 <br/>Expansion 000 <br/>Commitment 000 <br/>Dissolution 000 <br/>Managing Relationships and Partnering 000 <br/>Choosing the Right Relationship 000 <br/>Using Technology to Increase Efficiency 000 <br/>Summary 000 <br/>Key Terms 000 <br/>Ethics Problems 000 <br/>Questions and Problems 000 <br/>Case Problems 000 <br/>Role Play Case 000 <br/>Additional References 000 <br/>part 2 <br/>KNOWLEDGE AND SKILL <br/>REQUIREMENTS 000 <br/>Chapter 3 <br/>Ethical and Legal Issues in Selling 000 <br/>Ethics and Personal Selling 000 <br/>Ethics and Partnering Relationships 000 <br/>Factors Influencing the Ethical Behavior of <br/>Salespeople 000 <br/>Selling Ethics and Relationships 000 <br/>Relationships with Customers 000 <br/>Relationships with the Salesperson?s Company 000 <br/>Relationships with Colleagues 000 <br/>Relationships with Competitors 000 <br/>Legal Issues 000 <br/>Uniform Commercial Code 000 <br/>Misrepresentation or Sales Puffery 000 <br/>Illegal Business Practices 000 <br/>Business Defamation 000 <br/>International Ethical and Legal Issues 000 <br/>Resolving Cultural Differences 000 <br/>Legal Issues 000 <br/>Summary 000 <br/>Key Terms 000 <br/>Questions and Problems 000 <br/>Case Problems 000 <br/>Role Play Case 000 <br/>Additional References 000 <br/>Chapter 4 <br/>Buying Behavior and the Buying Process 000 <br/>Types of Customers 000 <br/>Producers 000 <br/>OEM Purchasers 000 <br/>End Users 000 <br/>Resellers 000 <br/>Government Agencies 000 <br/>Institutions 000 <br/>Consumers 000 <br/>Organizational Buying and Selling 000 <br/>Complexity of the Organizational Buying <br/>Process 000 <br/>Derived versus Direct Demand 000 <br/>How Do Organizations Make Buying <br/>Decisions? 000 <br/>Steps in the Buying Process 000 <br/>Creeping Commitment 000 <br/>Types of Organizational Buying Decisions 000 <br/>New Tasks 000 <br/>Straight Rebuys 000 <br/>Modified Rebuys 000 <br/>Who Makes the Buying Decision? 000 <br/>Users 000 <br/>Initiators 000 <br/>Influencers 000 <br/>Gatekeepers 000 <br/>Deciders 000 <br/>Supplier Evaluation and Choice 000 <br/>Organizational Needs and Criteria 000 <br/>Individual Needs of Buying Center Members 000 <br/>Professional Purchasing?s Growing Importance 000 <br/>Supply Chain Management 000 <br/>Supplier Relationship Management 000 <br/>The Internet and Business-to-Business Selling 000 <br/>Summary 000 <br/>Key Terms 000 <br/>Ethics Problems 000 <br/>Questions and Problems 000 <br/>Case Problems 000 <br/>Role Play Case 000 <br/>Additional References 000 <br/>Chapter 5 <br/>Using Communication Principles to Build <br/>Relationships 000 <br/>Building Relationships through Two-Way <br/>Communication 000 <br/>The Communication Process 000 <br/>Communication Breakdowns 000 <br/>Sending Verbal Messages Effectively 000 <br/>Choice of Words 000 <br/>Voice Characteristics 000 <br/>Stories 000 <br/>Active Listening 000 <br/>Repeating Information 000 <br/>Restating or Rephrasing Information 000 <br/>Clarifying Information 000 <br/>Summarizing the Conversation 000 <br/>Tolerating Silences 000 <br/>Concentrating on the Ideas Being <br/>Communicated 000 <br/>Reading Nonverbal Messages from Customers 000 <br/>Body Angle 000 <br/>Face 000 <br/>Arms 000 <br/>Hands 000 <br/>Legs 000 <br/>Body Language Patterns 000 <br/>Sending Messages with Nonverbal <br/>Communication 000 <br/>Using Body Language 000 <br/>The Role of Space and Physical Contact 000 <br/>Appearance 000 <br/>Communicating via Technology 000 <br/>Telephone and Voice Mail Communications 000 <br/>E-mail Communications 000 <br/>Adjusting for Cultural Differences 000 <br/>Summary 000 <br/>Key Terms 000 <br/>Ethics Problems 000 <br/>Questions and Problems 000 <br/>Case Problems 000 <br/>Role Play Case 000 <br/>Additional References 000 <br/>Chapter 6 <br/>Adaptive Selling for Relationship Building 000 <br/>Types of Presentations 000 <br/>Standard Memorized Presentation 000 <br/>Outlined Presentation 000 <br/>Customized Presentation 000 <br/>Adaptive Selling and Sales Success 000 <br/>Knowledge Management 000 <br/>Product and Company Knowledge 000 <br/>Knowledge about Sales Situations and <br/>Customers 000 <br/>How to Create Knowledge 000 <br/>Retrieving Knowledge from the Knowledge <br/>Management System 000 <br/>The Social Style Matrix: A Training Program for Building <br/>Adaptive Selling Skills 000 <br/>Dimensions of Social Styles 000 <br/>Categories of Social Styles 000 <br/>Identifying Customers? Social Styles 000 <br/>Social Styles and Sales Presentations 000 <br/>Versatility 000 <br/>The Role of Knowledge 000 <br/>Systems for Developing Adaptive Selling Skills 000 <br/>Summary 000 <br/>Key Terms 000 <br/>Ethics Problems 000 <br/>Questions and Problems 000 <br/>Case Problems 000 <br/>Role Play Case 000 <br/>Additional References 000 <br/>part 3 <br/>THE PARTNERSHIP PROCESS 000 <br/>Chapter 7 <br/>Prospecting 000 <br/>The Importance of Prospecting 000 <br/>Characteristics of a Good Prospect 000 <br/>Does a Want or Need Exist? 000 <br/>Does the Lead Have the Ability to Pay? 000 <br/>Does the Lead Have the Authority to Buy? 000 <br/>Can the Lead Be Approached Favorably? 000 <br/>Is the Lead Eligible to Buy? 000 <br/>Other Criteria 000 <br/>How and Where to Obtain Prospects 000 <br/>Satisfied Customers 000 <br/>Endless-Chain Method 000 <br/>Networking 000 <br/>The Internet 000 <br/>Ads and Direct Mail 000 <br/>Shows, Fairs, and Merchandise Markets 000 <br/>Seminars 000 <br/>Lists and Directories 000 <br/>Data Mining and CRM Systems 000 <br/>Cold Calling 000 <br/>Spotters 000 <br/>Telemarketing 000 <br/>Sales Letters 000 <br/>Other Sources of Leads 000 <br/>Lead Qualification and Management Systems 000 <br/>Overcoming a Reluctance to Prospect 000 <br/>Summary 000 <br/>Key Terms 000 <br/>Ethics Problems 000 <br/>Questions and Problems 000 <br/>Case Problems 000 <br/>Role Play Case 000 <br/>Additional References 000 <br/>Chapter 8 <br/>Planning the Sales Call 000 <br/>Why Plan the Sales Call? 000 <br/>Obtaining Precall Information 000 <br/>The Prospect/Customer as an Individual 000 <br/>The Prospect?s/Customer?s Organization 000 <br/>Sources of Information 000 <br/>Resources within Your Company 000 <br/>The Internet 000 <br/>Secretaries and Receptionists 000 <br/>Noncompeting Salespeople 000 <br/>Traditional Secondary Sources 000 <br/>The Prospect 000 <br/>Other Sources 000 <br/>Setting Call Objectives 000 <br/>Criteria for Effective Objectives 000 <br/>Setting More Than one Call Objective 000 <br/>Setting Objectives for Several Calls 000 <br/>Buyers Are Setting Goals Also 000 <br/>Making an Appointment 000 <br/>The Right Person 000 <br/>The Right Time 000 <br/>The Right Place 000 <br/>Cultivating Relationships with Subordinates 000 <br/>Telephoning for Appointments 000 <br/>Additional Planning 000 <br/>Summary 000 <br/>Key Terms 000 <br/>Ethics Problems 000 <br/>Questions and Problems 000 <br/>Case Problems 000 <br/>Role Play Case 000 <br/>Additional References 000 <br/>Chapter 9 <br/>Making the Sales Call 000 <br/>Making a Good Impression 000 <br/>Waiting for the Prospect 000 <br/>Very First Impressions 000 <br/>Selecting a Seat 000 <br/>Getting the Customer?s Attention 000 <br/>Developing Rapport 000 <br/>When Things Go Wrong 000 <br/>Identifying the Prospect?s Needs: the Power of Asking <br/>Questions 000 <br/>Asking Open and Closed Questions 000 <br/>Spin Technique 000 <br/>Reiterating Needs You Identified before the <br/>Meeting 000 <br/>Additional Considerations 000 <br/>Developing a Strategy for the Presentation 000 <br/>Offering Value: the Solution to the Buyer?s Needs 000 <br/>Relating Features to Benefits 000 <br/>Assessing Reactions 000 <br/>Building Credibility during the Call 000 <br/>Selling to Groups 000 <br/>Summary 000 <br/>Key Terms 000 <br/>Ethics Problems 000 <br/>Questions and Problems 000 <br/>Case Problems 000 <br/>Role Play Case 000 <br/>Additional References 000 <br/>Chapter 10 <br/>Strengthening the Presentation 000 <br/>Characteristics of a Strong Presentation 000 <br/>Keeps the Buyer?s Attention 000 <br/>Improves the Buyer?s Understanding 000 <br/>Helps the Buyer Remember What Was Said 000 <br/>Offers Proof of the Salesperson?s Assertions 000 <br/>Creates a Sense of Value 000 <br/>How to Strengthen the Presentation 000 <br/>Verbal Tools 000 <br/>Visual Tools 000 <br/>Product Demonstrations 000 <br/>Handouts 000 <br/>Written Proposals 000 <br/>Value Analysis: Quantifying the Solution 000 <br/>Dealing with the Jitters 000 <br/>Summary 000 <br/>Key Terms 000 <br/>Ethics Problems 000 <br/>Questions and Problems 000 <br/>Case Problems 000 <br/>Role Play Case 000 <br/>Additional References 000 <br/>Chapter 11 <br/>Responding to Objections 000 <br/>The Goal Is to Build Relationships and Sell Value 000 <br/>When Do Buyers Raise Objections? 000 <br/>Setting Up an Initial Appointment 000 <br/>The Presentation 000 <br/>Attempting to Obtain Commitment 000 <br/>After the Sale 000 <br/>Common Objections 000 <br/>Objections Related to Needs 000 <br/>Objections Related to the Product 000 <br/>Objections Related to the Source 000 <br/>Objections Related to the Price 000 <br/>Objections Related to Time 000 <br/>Other Objections 000 <br/>Behaviors of Successful Salespeople 000 <br/>Anticipate Objections 000 <br/>Forestall Known Concerns 000 <br/>Relax and Listen?Do Not Interrupt 000 <br/>Evaluate Objections 000 <br/>Always Tell the Truth 000 <br/>Effective Response Methods 000 <br/>Direct Denial 000 <br/>Indirect Denial 000 <br/>Compensation Method 000 <br/>Referral Method 000 <br/>Revisit Method 000 <br/>Acknowledge Method 000 <br/>Postpone Method 000 <br/>Using the Methods 000 <br/>Objections When Selling to a Group of <br/>Buyers 000 <br/>The Price Objection 000 <br/>Use Up-to-Date Information 000 <br/>Establish the Value 000 <br/>Use Communication Tools Effectively 000 <br/>Dealing with Tough Customers 000 <br/>Summary 000 <br/>Key Terms 000 <br/>Ethics Problems 000 <br/>Questions and Problems 000 <br/>Case Problems 000 <br/>Role Play Case 000 <br/>Additional References 000 <br/>Chapter 12 <br/>Obtaining Commitment 000 <br/>Securing Commitment Today 000 <br/>Part of the Process 000 <br/>The Importance of Securing Commitment 000 <br/>Financial Terms and Conditions 000 <br/>Discounts 000 <br/>Credit Terms 000 <br/>Shipping Costs 000 <br/>Presenting Price 000 <br/>When to Attempt to Obtain Commitment 000 <br/>Buyer Comments 000 <br/>Nonverbal Cues 000 <br/>How to Successfully Obtain Commitment 000 <br/>Maintain a Positive Attitude 000 <br/>Let the Customer Set the Pace 000 <br/>Be Assertive, Not Aggressive 000 <br/>Sell the Right Item in the Right Amounts 000 <br/>Effective Methods 000 <br/>Direct Request 000 <br/>Benefit Summary 000 <br/>Balance Sheet Method 000 <br/>Probing Method 000 <br/>Alternative Choice 000 <br/>Other Methods 000 <br/>If Commitment Is Obtained 000 <br/>No Surprises 000 <br/>Confirm the Customer?s Choice 000 <br/>Get the Signature 000 <br/>Show Appreciation 000 <br/>Cultivate for Future Calls 000 <br/>Review the Actions to Be Taken 000 <br/>If Commitment Is Not Obtained 000 <br/>Some Reasons for Lost Opportunities 000 <br/>Discovering the Cause 000 <br/>Suggestions for Dealing with Rejection 000 <br/>Bringing the Interview to a Close 000 <br/>Summary 000 <br/>Key Terms 000 <br/>Ethics Problems 000 <br/>Questions and Problems 000 <br/>Case Problems 000 <br/>Role Play Case 000 <br/>Additional References 000 <br/>Chapter 13 <br/>Formal Negotiating 000 <br/>The Nature of Negotiation 000 <br/>Negotiation versus Nonnegotiation Selling 000 <br/>What Can Be Negotiated? 000 <br/>Are You a Good Negotiator? 000 <br/>Planning for the Negotiation Session 000 <br/>Location 000 <br/>Time Allotment 000 <br/>Negotiation Objectives 000 <br/>Team Selection and Management 000 <br/>Individual Behavior Patterns 000 <br/>Information Control 000 <br/>The Negotiation Meeting 000 <br/>Preliminaries 000 <br/>General Guidelines 000 <br/>Dealing with Win-Lose Negotiators 000 <br/>Making Concessions 000 <br/>Recap of a Successful Negotiation Meeting 000 <br/>Summary 000 <br/>Key Terms 000 <br/>Ethics Problems 000 <br/>Questions and Problems 000 <br/>Case Problems 000 <br/>Role Play Case 000 <br/>Additional References 000 <br/>Chapter 14 <br/>After the Sale: Building Long-Term <br/>Partnerships 000 <br/>The Value of Customers 000 <br/>Exploration 000 <br/>Set the Right Expectations 000 <br/>Monitor Order Processing 000 <br/>Ensure Proper Initial Use of the Product or <br/>Service 000 <br/>Follow Up 000 <br/>Handle Customer Complaints 000 <br/>Expansion 000 <br/>Generating Repeat Orders 000 <br/>Upgrading 000 <br/>Full-Line Selling 000 <br/>Cross-Selling 000 <br/>Commitment 000 <br/>Securing Commitment to a Partnership 000 <br/>Commitment Must Be Complete 000 <br/>Communication 000 <br/>Corporate Culture 000 <br/>The Salesperson as Change Agent 000 <br/>Dissolution 000 <br/>Limited Personal Relationships 000 <br/>Failing to Monitor Competitor Actions 000 <br/>Failing to Monitor the Industry 000 <br/>Falling Into Complacency 000 <br/>Conflict 000 <br/>Summary 000 <br/>Key Terms 000 <br/>Ethics Problems 000 <br/>Questions and Problems 000 <br/>Case Problems 000 <br/>Role Play Case 000 <br/>Additional References 000 <br/>part 4 <br/>THE SALESPERSON AS MANAGER 000 <br/>Chapter 15 <br/>Managing Your Time and Territory 000 <br/>The Value of Time 000 <br/>The Self-Management Process 000 <br/>Setting Goals 000 <br/>The Need for Goals 000 <br/>The Nature of Goals 000 <br/>Types of Sales Goals 000 <br/>Setting Sales Goals 000 <br/>Allocating Resources 000 <br/>Resources to Be Allocated 000 <br/>Where to Allocate Resources 000 <br/>Account Classification and Resource Allocation 000 <br/>Investing in Accounts 000 <br/>Implementing the Time Management Strategy 000 <br/>Daily Activity Planning 000 <br/>Guidelines 000 <br/>Planning Process 000 <br/>Making More Calls 000 <br/>Handling Paperwork and Reports 000 <br/>Evaluating Performance 000 <br/>Postcall Analysis 000 <br/>Activity Analysis 000 <br/>Performance Analysis 000 <br/>Productivity Analysis 000 <br/>Summary 000 <br/>Key Terms 000 <br/>Ethics Problems 000 <br/>Questions and Problems 000 <br/>Case Problems 000 <br/>Role Play Case 000 <br/>Additional References 000 <br/>Chapter 16 <br/>Managing within Your Company 000 <br/>Building Internal Partnerships 000 <br/>The Importance of Internal Partnerships 000 <br/>The Role of Sales 000 <br/>Selling Internally 000 <br/>Company Areas Important to Salespeople 000 <br/>Manufacturing 000 <br/>Administration 000 <br/>Shipping 000 <br/>Customer Service 000 <br/>Marketing 000 <br/>Sales 000 <br/>Partners in the Sales Organization 000 <br/>Sales Management 000 <br/>Field Sales Managers 000 <br/>Managing Ethics in Sales 000 <br/>Ethics and the Sales Executive 000 <br/>Ethics and the Field Sales Manager 000 <br/>Responding to Unethical Requests 000 <br/>Salespeople as Partners 000 <br/>Geographic Salespeople 000 <br/>Account Salespeople 000 <br/>Product Specialists 000 <br/>Inside versus Outside 000 <br/>Sales Teams 000 <br/>Summary 000 <br/>Key Terms 000 <br/>Ethics Problems 000 <br/>Questions and Problems 000 <br/>Case Problems 000 <br/>Role Play Case 000 <br/>Additional References 000 <br/>Chapter 17 <br/>Managing Your Career 000 <br/>Opportunities in Selling 000 <br/>Making a Good Match 000 <br/>Understanding Yourself 000 <br/>Understanding the Company 000 <br/>The Recruiting Process 000 <br/>Selecting Salespeople 000 <br/>Applicant Information Sources 000 <br/>Selling Your Capabilities 000 <br/>Preparing the R?sum? 000 <br/>Gaining the Interview 000 <br/>The Interview 000 <br/>Special Types of Interviews 000 <br/>Follow-Up 000 <br/>Interviewing Never Ends 000 <br/>Managing Your Career Goals 000 <br/>Making the Transition from College to Career 000 <br/>Dual Career Path 000 <br/>Continue to Develop Your KSAS 000 <br/>Managing Stress 000 <br/>Situational Stress 000 <br/>Felt Stress 000 <br/>Summary 000 <br/>Key Terms 000 <br/>Ethics Problems 000 <br/>Questions and Problems 000 <br/>Case Problems 000 <br/>Role Play Case 000 <br/>Additional References 000 <br/>Role Play Case 1: Stubb?s Bar-B-Q 000 <br/>Role Play Case 2: NetSuite 000 <br/>Endnotes 000 <br/>Glossary 000 <br/>Indexes 000 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Selling. |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
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| Personal name |
Castleberry, Stephen Bryon. |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Tanner, John F. |
| 856 41 - ELECTRONIC LOCATION AND ACCESS |
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| Materials specified |
Table of contents only |
| Uniform Resource Identifier |
<a href="http://www.loc.gov/catdir/toc/ecip0828/2008039826.html">http://www.loc.gov/catdir/toc/ecip0828/2008039826.html</a> |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
|
| Koha item type |
BOOK |
| Koha issues (borrowed), all copies |
1 |