Index Open-ended questions, 91, 92 high-output, 233 Openings, of negotiations, 143­145 The A/V Shop (negotiation transcript), 181­190 A Current Negotiation (exercise), 3­6 determination of response to, 167­169 Everyone Negotiates (exercise), 7­10 Expectations (exercise), 7­10 practice in use of, 181­186 unsolicited, 151­157 Options, lack of, 139­141 Optometry Shop (case study), 131­133, 239 Overhead charges, 171­173 Overnight activities, The A/V Shop, 181­186 P Peer Group Review (sales negotiation exercise), 335­340 Peloponnesian War, The (Thucydides), 217­222 Perceptions, impact on negotiating skills, 53­57 Perceptions and Trust (exercise), 53­57 Performance assessment, of salespersons, 273­276 Performance goals, of salespersons, 335­337 Personality Profile, 247­249 Personal power, in negotiation process, 217­222 Planning, effective, characteristics of, 109­111 Planning Exercises, 15­27 Behind the Lines, 23­27 Negotiative Planning, 17­21 Planning Meeting (case study), 139­141 Planning (ranking exercise), 109­111 Planning Rating Worksheet, 109, 111 Positions definition of, 233, 235 differentiated from needs and interests, 233­237 Power of boundary role persons, 261 in negotiation process, 217­222 Practice, of planning process, 17­21 Practice negotiations, 341­346 The Alpha Project (role play), 345­346 The Financial Reporting System (role play), 343­344 Practicing Assertiveness (exercise), 81­83 Presentations, skills assessment of, 329 Pre-work activities Current Negotiations, 5­6 Expectations, 9­10 The Melian Dialogue, 217­222 Success Factors, 269­273 Pricing concessions in, 141 risk taking in, 175­177 Problems, responses to, 151­153 Problem solving, framing in, 223­227 Product claims, proof of, 277­279 Product knowledge, of salespersons, 287­291, 326 Product Knowledge (sales negotiation exercise), 287­291 Products/services, increasing the understanding of, 287­291 Promotional material, 284 Proof, of product claims, 277­279 Proof statements, 284 Proposals, rejection of, 135­137 Purchasing (case study), 135­137 Q Question continuum, 92 Questioning techniques, 89­101 clarification in, 92, 93, 97 Defining Questions (exercise 1), 91­93 judgment making in, 92, 93 Questioning Techniques (exercise 2), 95­98 Surfacing Intangibles (exercise 3), 99­10195­98 threatening in, 92, 93 Questions about product knowledge, 289­291 closed, 91, 92 open-ended, 91, 92 high-output, 233 Quotes, from nonparticipants in negotiations, 171­173 R Ranking exercises, 103­115 Building Trust (exercise 3), 113­115 Negotiator Skills (exercise 1), 105­107 Planning (exercise 2), 109­111 Reaching Out (Johnson), 54 "Review of Conflict Instruments in Organizational Settings, A" (Womack), 61 Rights, assertion of, 81 American Management Association / www.amanet.org 351