rapport, 23

behavioral flexibility and, 125-145, 151-152

building, 72

in closing, 213-214

price negotiation and, 234

probes and, 149

as secondary agenda, 69-70

trust compared with, 125-126

readiness, 67-71. See also planning and preparation

reading, 42-43

realism, in goals, 33-34

receptionists

cold calls and, 120

as information sources, 66, 67

referrals, 81, 248

follow-up letters, 25 1

prospecting via, Ц16

reflective probes, 159-160

regrets, 28-30

rejection, 39, 220

Relaters, 126, 136-138

finding objections of, 195

recognizing, 141, 142, 143

tailoring presentations for, 186

relationship building, 18

attitude and, 25-26

reminders, 29-30

repeat customers, 15

reputation, 19

research sources, 65-67

resistance, 149

vs. price objection, 199

respect, 23

responsibility, 243-244, 255-256

return on energy (ROE), 81

business meals and, 108-109

return on investment (ROI),

account classification and, 80-81

return on occasion (ROO), 81

return on time (ROT), maximizing, 92-94

revenue, 81

ride-alongs, 123

rights of passage, 16-17

risk, 45-46

Rohn, Rim, 238

role playing, 160

Ruskin, John, 197-198

previous

ЦШ И1:11

Index