@book{12113,
	author = {Berenbaum, Diane, and Larkin, Tom,},
	title = {How to talk to customers :},
	publisher = {Jossey-Bass,},
	year = {c2007.},
	address = {San Francisco :},
	url = {http://www.loc.gov/catdir/toc/ecip076/2006101788.html}
}