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Index - Pg. 195

INDEX actuaries, 21, 129­130 Airplane story, 68 American Scientist, 122 American Society for Training and Development (ASTD), 189 "and," 46 attitude, 157­159 auditory-style buyers, 38­39, 102­105 Authentic Happiness (Seligman), 161 Bailey, Rodger, 39 balance, 155­157, 168 Bandler, Richard, 5­6 Barry, Dave, 118­119 Battle of the Playland story, 63­65, 67 behavioral contracts (BCs), 107­114 from buyer's perspective, 114 establishing rules of communication, 108, 110­113 finding your voice in, 110­113 gaining time commitment, 108, 109, 110­113 impact of, 108­109 setting purpose or goal, 108, 110­113 Belushi, John, 36­37 benefits buyers, 9­18, 42, 58, 65, 179, 185 Berkley, Susan, 137­139 Berne, Eric, 107­108 The Best of the Show: A Classic Collection of Wit and Wisdom (Scheft), 119 big-picture buyers, 33­35, 180 The Blues Brothers (film), 36­37, 127 body, influencing, 166­170, 183, 187 brain, influencing, 145­161, 183, 186 Brainmail, 122 Brooks, Bill, 102 Brown, Judy, 123­124 budgeting skills, 172, 173 "but," 46, 181 Cantu, John, 118 cards, greeting, 124 Carlin, George, 44, 48, 116, 117­118, 119, 121 cartoons, 123­124 Casualty Actuarial Society, 21 certainty patterns, 39­41 Change Formula, 189­191 Chase's Calendar of Events, 122­123 Chesterton, G. K., 48 Christie's, 20­21 chunking, 34 cleanse, intestinal, 170 Clinton, Bill, 58 closing ratio, 173 closing strategy for sales calls, 113­114 Colbert, Stephen, 117, 119 cold calling, 140­141, 183, 186­187 Comedy Writing Secrets (Helitzer and Shatz), 117, 118­119 commitment in behavior contracting, 108, 109, 110­113 questions in gaining, 80­81, 84­85 communication skills, 129­139, 182 in behavioral contracts (BCs), 108, 110­113 verbal, 134­139 written, 130­134 see also listening skills Confucius, 103 Connery, Sean, 19 contracts, see behavioral contracts (BCs) convincer strategy, 36­43, 180, 187 certainty pattern matching, 39­41 decision-making criteria matching, 41­42 dialect matching, 37­39, 43, 101, 102­105 The Corporate Athlete (Groppel), 168 Croaking Frogs and Sales Pros story, 102 cross-selling, 81 American Management Association / www.amanet.org