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SD4 ,!Y PREF] 6?9K \ L\D1 & IF GIV5 !
OP;N1 !Y W MAKE ! POPUL> DECI.N6
  ,! L[] F ! MIDL9E T ! ;,D PLOTT+ PO9T
LIES1 ! LESS -=TA# !Y T5D 6BE 9 MAK+ QK
DECI.NS4 ,!Y PREF] 6EX]CISE P[]
6"PICIPATE 9 R1*+ A DECI.N )A 3S5SUS (
OP9ION F "EY"O 9VOLV$4 ,!Y PREF] 6BE A
T1M PLAY]1 & IF GIV5 ! OP;N1 !Y W
"PICIPATE 9 ! PROCESS1 B 9 ! 5D1 !Y W
"PICIPATE 0ALL[+ ! GR\P 6DECIDE4
  ,ON ! O!R SIDE (! ,I ,PRIOR;Y1 ! L[] F
! MIDL9E T ! ,I PLOTT+ PO9T LIES1 ! LESS
-=TA# !Y T5D 6BE 9 MAK+ IMPULSIVE
DECI.NS4 ,!Y PREF] 6APPROA* P 6LI/5 6:AT
!Y SAY4 ,! L[ ,I TYPE R1*ES A DECI.N
LOGIC,Y1 AF LI/5+ 6_M VIEWPO9TS4 ,!Y
PREF] 6BE P]SUAD$1 & IF GIV5 ! OP;N1 !Y
W DECIDE LOGIC,Y BAS$ ON _M FACTS &
OP9IONS4
  ,! MOTOR ( BO? ( ^! \TGO+ HI< ;,D &
HI< ,I TYPES RUNS FA/6 ,!Y >E 8G & D0
TYPES4 ,9 ! FA# ( ,! ,TORTOISE &! ,H>E1
!Y >E ! H>E4 ,Y %D N PLAN 6HOLD _!
ATT5;N V L;G4 ,9 YR 9T]AC;NS ) !M1 USE
YR "T WISELY4 ,Y "K ! HI< ;,DS S*$ULE W
2 TI<T1 & Y D N WANT !M 6FEEL T E "T Y
GET TGR1 X W TURN 96AN 5D.S M>A?ON4 ,)!
HI< ,I1 Y M/ TAKE ! "T 6BE FRLY1 B Y MAY
LOSE _! 9T]E/ & _! IMPULSE1 S MAKE ! MO/
( _! ATT5;N6 ,Y CD *AT YR WAY "? !
APPO9T;T & N"E GET D[N 6BUSI;S4
,REMEMB]1 = BO? ( ^! FA/-PAC$ /YLES1 _!
HI< 5]GY W *ALL5GE Y4 ,J *ANNEL T 5]GY 9
! "R DIREC;N = YR BUSI;S6
  ,? ,BASIC ,PRIOR;Y PICTURE %[S T !
HI<] F ! MIDL9E T ! ;,S PLOTT+ PO9T
LIES1 ! GRT] ! 9T5S;Y (! ;,S TYPE 9 !
P]SON'S /YLE4 ,! HI<] ! 9T5S;Y (! ;,S
TYPE1 ! M -=TA# ! P]SON IS 9 US+ 8PACE0
6KEEP A R\T9E 9 AN UN*ANG+1 /A#
5VIRON;T4 ,!Y L /ICK+ ) :AT "WS4 ,!Y
PREF] 6MA9TA9 PREDICTABIL;Y1 & IF PU%$
TOO H>D1 !Y W /U2ORNLY1 QUIETLY RESI/
*ANGE4
  ,ON ! O!R SIDE (! ;,S ,PRIOR;Y1 ! L[]
F ! MIDL9E T ! ;,S ,PLOTT+ PO9T LIES1 !
M -=TA# !Y T5D 6BE ) *ANGE4 ,R\T9E IS
BOR+ 6!M 9/1D ( -=T+1 S !Y PREF] 6USE
PACE 6*ANGE _! 5VIRON;T4 ,!Y 5JOY
V>IETY4 ,!Y PREF] 6BE SPONTANE\S1 & IF
GIV5 ! OP;N1 !Y W DECIDE 6TRY "S?+
DI6]5T4
  ,AT P]SONAL;Y ,9SI<TS1 WE "K T IF Y
GIVE AN ;,S OR A ;,C "T 6?9K AB ! BUSI;S
OPPORTUN;Y1 Y PROBABLY W -E BACK 6CLOSE
! D1L4 ,IF Y GIVE A ;,D OR AN ,I "T 6?9K
AB X1 Y PROBABLY W -E BACK 6LOSE ! D1L6
  ,? ,BASIC ,PRIOR;Y PICTURE %[S T !
HI<] F ! MIDL9E T ! ;,C ,PLOTT+ PO9T
LIES1 ! GRT] ! 9T5S;Y (! ;,C TYPE 9 !
P]SON'S /YLE4 ,! HI<] ! 9T5S;Y (! ;,C
TYPE1 ! M -=TA# ! P]SON IS 9 US+
8PROC$URE0 AC 6FACTS 9 AN 5VIRON;T )A
WELL-DEF9$ /RUCTURE4 ,!Y WANT LOTS (
FACTS & 9=M,N 9 DEF9$ ORD]4 ,?+S M/ 2
ORGANIZ$ S T "EY"O PLAYS 0! RULES6 ,!Y
PREF] 6UPHOLD PR9CIPLES1 & IF GIV5 !
OP;N1 !Y W OBJECTIVELY DECIDE ON !
CORRECT PROC$URE6
  ,ON ! O!R SIDE (! ;,C ,PRIOR;Y1 ! L[]
F ! MIDL9E T ! ;,C PLOTT+ PO9T LIES1 !
LESS -=TA# !Y T5D 6BE 9 A RIGID /RUCTURE
) /RICT RULES4 ,!Y PREF] 6USE PROC$URE
AC 6_! FEEL+S 9 AN 5VIRON;T ": !Y >E
FREE & 9DEP5D5T4 ,!Y PREF] SELF-
EXPRES.N1 & IF "S?+ T\*ES _! FEEL+S1 !Y
W DECIDE 9/9CTIVELY & SUBJECTIVELY1 AC
6^? FEEL+S4
  ,9 BO? ( ^! HI< ;,S & HI< ;,C TYPES1 !
MOTOR IS IDL+ M SL[LY1 RES]V+ _! P[] R
?AN RAC+ FA/4 ,!Y >E M LIKELY TO 8SIT &
?9K0 ?AN TO 8G & D40 ,9 ! FA# ,!
,TORTOISE &! ,H>E1 !Y >E ! TORTOISE4 ,9
YR 9T]AC;NS ) !M1 PACE YRF M SL[LY4 ,!Y
C 2 V E6ECTIVE1 & _! RES]V$ 5]GY W
PRODUCE RESULTS "? A PROCESS4 ,RESPECT !
"T !Y H 6MEET ) Y4 ,2 PUNCTUAL1 USE YR
"T 6ANSW] _! APPROPRIATE "QS & !N GIVE
!M "T 6RESPOND BACK 6Y4
  ,"H IS A R1L-LIFE EXAMPLE F ! _W (
AUTOMOBILE SALES3
  ,A SU3ESS;L ,PONTIAC SALESMAN1 :O HAS
A HI< ;,S /YLE1 %[$ A NEW VEHICLE 6A
C\PLE4 ,2C HE "U/OOD ,,DISC P]SONAL;Y
TYPES1 HE ID5TIFI$ BO? ! HUSB& & WIFE Z
HAV+ HI< ;,C /YLES4 ,! C\PLE TOLD HM T
!Y PLANN$ 6BUY A ,=D1 B !Y _H -E 6HIS
D1L]%IP SIMPLY 6PICK UP "S 9=M,N ON A
-P>A# ,PONTIAC MODEL4 ,HE "U/OOD T BO? !
HUSB& & WIFE WD PROCE$ 6BUY ! ,=D AF !Y
_H 9=M,N F HM 6VALIDATE _! PUR*ASE (!
,=D4
  ,HE "U/OOD _! NE$ 6VALIDATE 9=M,N M1NT
T 8 EXPRESSIVE EXCITE;T AB 8 C> WD N
HELP HM MAKE ! SALE4 ,HE DID N PU% !M 9
ANY WAY1 B C>E;LLY SUPPLI$ !M ! V>IETY (
9=M,N !Y _H REQUE/$4 ,"K+ T !Y 7 ON _!
WAY 6! NE>BY ,=D D1L]%IP1 HE RECOMM5D$
6!M A "PICUL> ,=D SALESMAN4 ,HE KNEW !
SALESMAN _H A HI< ;,D /YLE1 B AL T ? ,=D
SALESMAN KNEW NO?+ AB ,,DISC4
  ,:Y DID HE RECOMM5D A SALESMAN :O KNEW
NO?+ AB ,,DISC8 ,! ,PONTIAC SALESMAN
EXPECT$ T ! HI< ;,D ,=D SALESMAN WD
NATUR,Y TRY 6PU% ! C\PLE 6DECIDE4 ,!
,PONTIAC SALESMAN HOP$ T !Y WD !N -E
BACK 6HM & BUY ! ,PONTIAC4 ,PREDICTABLY1
! HI< ;,D SALESMAN TRI$ 6PRESSURE !M
6CLOSE ! SALE IMMLY4 ,! C\PLE RESI/$ 8
EF=TS & LEFT4 ,AF A FEW "DS ( GA!R+ EV5
M 9=M,N1 !Y RETURN$ 6! ,PONTIAC D1L]%IP
& B"\ ! ,PONTIAC F ! FRLY SALESMAN4
  ,DID ! ,PONTIAC SALESMAN UNFAIRLY
MANIPULATE T C\PLE8 ,N AT ALL6 ,HE
E6ECTIVELY 9FLU;ED _! DECI.N 0"U/&+ _!
P]SONAL;Y /YLE DECI.N-MAK+ PRIOR;Y4
,:E!R WE L X OR N1 P BUY F P !Y L6 ,IF Y
REMEMB] T P D ?+S = !MVS1 N AG/ Y1 Y W
"U/& T !Y L 6BUY F Y :5 Y MEET _! NE$S6
,! ,PONTIAC SALESMAN MET _! NE$ = FACTS
0GIV+ !M 9=M,N4 ,HE AL SATISFI$ _!
PRIOR;Y = PROC$URE 0GIV+ !M P]MIS.N &!
"T 6VALIDATE T 9=M,N ) ANO!R S\RCE4 ,HE
SATISFI$ _! PRIOR;Y & MET _! NE$S1 S !Y
DECID$ 6BUY F HM6

    ,HELP+ ,!M ,AL;G
  ,9 A FOLL[-"? MEET+1 E/ABLI% A
POSITIVE ATMOSPH]E4 ,-PLI;T YR PROSPECTS
AB "S?+ T Y G5U9ELY APPRECIATE4 ,FLATT]Y
IS 9S9C]E1 & MO/ P W FEEL T 9S9C];Y4
,GREET !M W>MLY & LET !M "K T Y >E GLAD
6BE ) !M AG4 ,IF Y C SIT AT ! KIT*5 TA#
AG1 ALL ! BETT]4 ,LI<T 3V]S,N1 AB "S?+ T
9T]E/S BO? ( Y1 C PUT YR PROSPECTS AT
EASE4 ,IF !Y (F] Y "S?+ 6DR9K1 A3EPT X )
?ANKS4 ,ALL[ !M 6S]VE Y1 EV5 IF Y >E N
?IR/Y4 ,YR 9T]AC;N ) !M IS A BRIDGE
6BUILD+ A REL,N%IP ) !M4
  ,LET !M "K T Y VALUE !M1 2C Y H BE5
?9K+ ( !M4 ,DEMON/RATE YR 2LIEF 9 !M
0BR++ !M A PIECE ( LIT]ATURE T RELATES
6_! DR1M--A TRAVEL BRO*URE1 A PAMPHLET
AB A C>1 A HOMEBUILD]'S LAY\T4 ,X
-MUNICATES T Y LI/5$ 6!M1 Y H ?"\ AB !M1
& T Y VALUE :AT IS IMPORTANT 6!M4 ,?
LIT]ATURE W SPR+BO>D Y BACK 96_! DR1MS4
,D N ASK1 8,D Y RE,Y WANT 6D ?80 ,9/1D1
DIRECT ! 3V]S,N 6! /EPS T W BR+ _! F/
GOALS )9 R1*4 ,FOLL[ _! DR1M F 5T]+ !
BUSI;S 6R1LIZ+ _! DR1M4
  ,YR UPL9E HAS A SPECIFIC PATT]N =
FOLL[-"? MEET+S1 S WE D N WANT 6*ANGE T
PATT]N4 ,D KEEP 9 M9D T Y WANT YR
PROSPECT 6SAY 8YES0 (T5 DUR+ ? PROCESS4
,? IS ! PLACE =! CLOS$ PROBE1 A "Q T Y
"K W R5D] A 8YES0 RESPONSE4 ,Y C ASK
C]TA9 "QS & MAKE -;TS T ELICIT A 8YES0
RESPONSE4 ,!Y MAY HELP YR PROSPECTS FEEL
M -=TA# ) Y 2C Y >E 9 AGREE;T ) EA* O!R
ON ISSUES T >E IMPORTANT 6!M4
  ,P W FEEL T Y TRULY "U/& !M & :AT IS
IMPORTANT 9 _! LIVES :5 YR /ATE;TS
ID5TIFY _! WANTS & NE$S1 _! LIKES &
4LIKES4 ,AC 6RESE>* 0,RON ,BALL1 M"OY
RANKS ONLY AT NUMB] FIVE ON A LI/ ( :AT
IS RE,Y IMPORTANT4 ,RON SAYS1 8,P >E
/>V+ =A S5SE ( IMPORT.E & RECOGNI;N40
  ,A ,CLOS] ,LOOK
  ,6"U/& ! IMPORT.E ( SECUR;Y &!
SIGNIFIC.E ( RECOGNI;N1 2 SURE 6LOOK =
\R NEW BOOK1 ,! ,FACETS ( ,LIFE1 SOON
6BE PUBLI%$6
    ,RECOGNIZ+ ,BUY+ ,SIGNALS
  ,CLOS+ IS A REQUE/ 6RCV A POSITIVE
RESPONSE =A SPECIFIC AC;N REQUIRES
S5SITIVE TIM+4 P]FECT TIM+ = CLOS+ -ES
:5 ! PROSPECT GIVES 8BUY+ SIGNALS10 S 2+
FAMILI> ) !M IS NEC = AN E6ECTIVE CLOSE4
  ,BUY+ SIGNALS >E ! WAY ! PROSPECT %[S
Y T !Y >E R1DY 6ACT1 OR AT L1/ 6REACT
FAVORABLY 6:AT Y >E SAY+4 ,Y %D />T !
CLOS+ PROCESS :5 Y 2G9 RCVG ^! SIGNALS4
,FAIL+ 6CLOSE AT ! APPROPRIATE "T MAY
CAUSE Y 6TALK YRF \ (A SALE4
  ,EXAMPLES ( BUY+ SIGNALS 9CLUDE3
  #A4 ,SPECIFIC /ATE;TS ( AGREE;T AB
B5EFITS OR NE$S4 8,YES1 ? CD RE,Y HELP U
F9ANCI,Y40
  #B4 ,"QS AB :AT IS 9VOLV$ 9 SIGN+ UP1
H[ L;G X TAKES 6G DIRECT1 :AT LEVELS (
A*IEVE;T M1N1 H[ EASY IS X 62G9 ! MON?LY
DELIV]Y SY/EM1 OR O!R SPECIFICS4
  #C4 ,"QS AB PRICE4 ,IF "S"O DID N FEEL
T !Y CD USE :AT Y >E (F]+1 !Y WD N C>E
AB ! PRICE4 ,:5 PRICE "Q >ISES1 !Y FEEL
T :AT Y >E (F]+ HAS VALUE4 ,_! "QS AB
PRICE RELATE 6H[ HI< !Y P]CV ! VALUE
6BE1 -P>$ 6! PRICE4 ,EXPECT A ;,C 6ASK
AB PRICE4
  ,^! >E TYPICAL BUY+ SIGNALS2 ! ACTUAL
^W+ W V>Y AC 6P]SONAL;Y TYPES4 ,\TGO+
/YLES W 2 QK 6GIVE BUY+ SIGNALS1 :ILE
RES]V$ /YLES W 2 M HESITANT4 ,2 ?OR\<LY
FAMILI> )! BUY+ SIGNALS Y MAY 5C.T] 9 YR
PRES5T,N SITU,NS4 ,ASK YR UPL9E 6%>E _!
EXP]I;ES ) BUY+ SIGNALS4 ,:5 ! SIGNALS
APPE>1 ASK A CLOS$ PROBE "Q 62G9 CLOS+4
,IF ! PROSPECT IS N YET R1DY 6SIGN UP1
!Y W 9DICATE T 0ASK+ A4I;NAL "QS OR
RAIS+ OBJEC;NS4
  ,:5 Y RECOGNIZE A BUY+ SIGNAL1 Y %D
USE YR PREP>$ CLOS$ PROBE "Q 6TE/ !
PROSPECT'S REAC;N4 ,_! AGREE;T MAY 2
EXPRESS$ 9 ^WS OR X MAY 2 REFLECT$ 9 _!
T"O ( VOICE OR MANN]4 ,:5 Y S5SE A
FAVORA# REAC;N1 EI F DIM9I%$ RESI/.E OR
F SIGNS ( 9T]E/1 2G9 6CLOSE4 ,CLOSE :5 !
PACE SL[S D[N 9 ! 3V]S,N1 :5 !Y >E SP1K+
9 FAVOR ( YR OPPORTUN;Y1 OR :5 !Y />T
ASK+ "QS RELAT$ 6SIGN+ UP OR GETT+ />T$
9 ! BUSI;S4
  ,! CLOSE REPRES5TS "O (! MO/ DI6ICULT
SALES TE*NIQUES4 ,Y H ADAPT$ YR /YLE
6ANSW] "QS & MEET OBJEC;NS Z Y (F]
B5EFITS 6SATISFY NE$S4 ,:5 Y H >RIV$ AT
A PO9T ": "! IS MUTUAL AGREE;T1 Y M/ N[
MAKE X EASY = !M 6MAKE ! DECI.N 6SIGN UP
) YR ORGANIZ,N4

    ,SIMPLY ,ASK
  ,NUM]\S /UDIES EXPLORE ! MOTIV,NAL
=CES T CR1TE A SALE4 ,! /UDIES LI/$
?\S&S ( R1SONS :Y ! CU/OM] 0 MOTIVAT$
6BUY & !Y 9CLUD$ "EY?+ F PR(IT POT5TIAL
6! COLOR (! SALESP]SON'S EYES4 ,B 9 #IG
\ ( #AJJ CASES1 ! CU/OM]S _H 6BE ASK$
6BUY 2F ! SALESP]SON CD CLOSE ! SALE4
,ZIG ,ZIGL> SAYS ? IS ! NUMB] "O R1SON
:Y P D N BUY6
  ,IF Y 7 6ASK ANY "O ( ,/EW>T'S *N :AT
? M1NS1 !Y WD TELL Y EMPHATIC,Y 8Y DON'T
GET ANY?+ UNTIL Y ASK = X60 ,"EY"D1 9 ?
BUSY1 DEM&+ _W1 ALL ( U >E 2+ ASK$ 6D ?1
D T1 -E "H1 G "!1 SAY ?1 OR DON'T SAY T4
,S _M DEM&S6 ,UN.S WE >E ASK$ 6D "S?+1
MO/ ( U N"E W4 ,H[ _M "TS H Y
SUBCONSCI\SLY WAIT$ =! SALESP]SON 6ASK Y
6BUY _! PRODUCT8 ,! NEXT "T Y >E D1L+ )A
SALESP]SON1 ?9K AB H[ L;G X TAKES !M
6ASK =! ORD] & H[ L;G Y >E WILL+ 6WAIT
UNTIL !Y D4 ,EA* P]SONAL;Y /YLE M/ ASK =
! ORD]4 ,!Y M/ SIMPLY ASK "S"O 6JO9 _!
ORGANIZ,N4 ,"U/&+ H[ ! DI6]5T /YLES W
ASK & RESPOND IS ESS5TIAL 6A SU3ESS;L
CLOSE4
  ,! HI< ;,D TYPE W DELIV] A P[];L
CLOSE4 ,!Y W SIMPLY ASK A DIRECT "Q1 &
WANT AN IMM1 FIRM RESPONSE4 ,!Y MAY NE$
6GU>D _! ,PQ 6BE LESS =CE;L Z !Y CLOSE4
  ,! HI< ,I TYPE W DELIV] A POPUL>
CLOSE4 ,!Y W WANT Y 6L !M 5 6SIGN UP1 S
!Y MAY 2 V S5SITIVE 6! PROSPECT'S FEEL+S
2F !Y SIMPLY ASK4 ,!Y MAY NE$ 6LI/5 M Z
!Y CLOSE4
  ,! HI< ;,S TYPE W 2 SL[ 6CLOSE4 ,!Y W
WANT A PROSPECT'S A6IRM,N L;G 2F !Y W
SIMPLY ASK4 ,!Y MAY NE$ 6BE M 3FID5T Z
!Y CLOSE4
  ,! HI< ;,C TYPE W 2 CAUTI\S Z !Y
CLOSE4 ,!Y MAY TRY 6PROVIDE E FACT
6ANSW] E POSSI# "Q 2F !Y W SIMPLY ASK4
,!Y MAY NE$ 6LE>N 6RECOGNIZE ! FEEL+S (!
O!R P]SON Z !Y 2G9 6CLOSE E6ECTIVELY4
  ,Y MAY "U/& YR P]SONAL;Y /YLE4 ,Y MAY
"U/& ! /YLE ( \R PROSPECT4 ,Y MAY ADAPT
YR FOLL[-"? 6ANSW] _! "QS1 MEET _!
OBJEC;NS1 & SATISFY _! NE$S4 ,AT ? PO9T1
Y MAY SIMPLY ASK !M 62COME "P ( YR
ORGANIZ,N4 ,EV5 :5 Y H D"O ALL ? Z WELL
Z Y "K H[1 ! ANSW] / MAY 2 NO4 ,:AT D Y
D8 ,Y R1LIZE T Y H D"O ALL ( ^! ?+S &
?9K AB :AT Y H LE>N$ 9 ! PROCESS4 ,Y
RECOGNIZE T YR PROSPECT MAY SIMPLY N 2
R1DY 6SAY YES4 ,Y APPRECIATE ! FACT T Y
H BE5 SU3ESS;L 9 -PLET+ ? PROCESS4 ,Y
TRY AG4 ,! NEXT "T1 ! PROSPECT MAY SAY
YES6 ,T W HAPP51 & :5 X DOES1 ! NEXT
*APT] W ILLU/RATE H[ Y C GUIDE !M 9TO
8,GETT+ ,/>T$ ) ,/YLE60

    ,*APT] ,?IRTE5 ,P]SONAL ,AC;N ,PLAN
  ,"Q #A3 ,Z Y LE>N 6FOLL[ "? ) /YLE1
LI/ A PRIM>Y OBJEC;N Y H FAC$ F EA* (!
,,DISC /YLES1 & H[ Y N[ WD ANSW] EA*
OBJEC;N = !M4
  ,"Q #B3 ,9 ?9K+ AB ! 9=M,N AB BUY+
SIGNALS1 LI/ TWO ID1S F ! *APT] T Y W N[
2G9 6RECOGNIZE Z SIGNALS 62G9 CLOS+4


