   ,,*APT] ,,TWO3 ,X'S ,A ,P ,BUSI;S

  ,AC 6,M]RILL ,LYN*1 IF WE CD %R9K !
,E>?'S POPUL,N 6A S+LE VILLAGE ( EXACTLY
#AJJ P1 ) ALL EXI/+ HUMAN RATIOS REMA9+
! SAME1 X WD LOOK L ?3
  ,"! WD 2 #EG ,ASIANS1 #BA ,EUROP1NS1
#AD F ! ,WE/]N ,HEMISPH]E 79CLUD+ ,NOR?1
C5TRAL & ,S\? ,AM]ICA71 & #H ,AFRICANS4
  #EA WD 2 FEMALE2 #DI WD 2 MALE4
  #GJ WD 2 NON:ITE2 #CJ WD 2 :ITE4
  #GJ WD 2 NON-,*RI/IAN2 #CJ WD 2
CULTUR,Y ,*RI/IAN4
  ,HALF (! 5TIRE _W'S W1L? WD 2 9 ! H&S
( ONLY #F P1 & ALL #F WD 2 CITIZ5S (!
,UNIT$ ,/ATES ( ,AM]ICA4
  #HJ WD LIVE 9 SUB/&>D H\S+4
  #GJ WD 2 UNA# 6R1D 9 ANY LANGUAGE4
  #EJ WD SU6] F MALNUTRI;N4
  #BJ WD 2 9 POOR H1L? OR 41S$4
  ,"O WD 2 NE> D1?2 "O WD 2 NE> BIR?4
  ,ONLY "O WD H A COLLEGE $UC,N4
  ,NO "O WD [N A -PUT]4
                99 99 99
  ,S* A VILLAGE WD 2 FULL ( V DI6]5T P4
,:5 WE 3SID] \R _W F S* AN 9CR$IBLY
-PRESS$ P]SPECTIVE1 WE FEEL J H[ M* WE
NE$ 6LE>N 6FUNC;N TGR ) -PAS.N & "U/&+4
  ,GOD M/ 5JOY DIV]S;Y 6H MADE U S
DI6]5T6 ,?9K =A MO;T AB ALL ! DI6]5T
%APES1 SIZES1 COLORS1 & SC5TS ( ALL !
FL[]S 9 ! 5TIRE _W4 ,& :AT AB 9SECTS8
,CD ANY"O REMEMB] H[ _M DI6]5T 9SECTS "!
>E8 ,"! >E OV] SIX HUNDR$ K9DS ( BEETLES
AL"O6 ,! PLACE T EA* ( U CALLS HOME IS
SPECIAL 6%>E 2C (! UNIQUE -PLEX;Y X
4PLAYS 9 XS P1 T]RA91 VEGET,N1 ANIMALS1
W1!R1 &! LI/ CD G ON '''
  ,GOD HAS MADE ? K9D ( DIV]S;Y 9 P1 & P
9 ! BUSI;S >E J Z DIV]SE4 ,^! MILLIONS (
P -E F ALL OV] ! _W F ALL WALKS ( LIFE4
,!Y -E 9 DI6]5T SIZES1 %APES1 & PACKAG+4
,:Y >E !Y S DI6]5T8 8,WE DON'T *OOSE ^!
P0 ,VAN ,&EL ONCE SD4 8,!Y *OOSE !MVS4
,9 ,AMWAY1 "EY"O IS A VOLUNTE]4 ,& :5 P
VOLUNTE]1 Y GET ALL DI6]5T K9DS ( P4
,T'S ! WAY WE WANT X 6B40
  ,DIV]S;Y 5RI*ES U ALL1 B IF WE WANT
6LE>N 6FUNC;N TGR ) -PAS.N & "U/&+1 WE
M/ 2 A# 6F9D -MON GR.D ON : 6/&4 ,WE NE$
-MON GR.D ON : 6BUILD /R;G BUSI;SES4
  ,": C WE F9D -MON GR.D8 ,IF WE LOOK AT
P]SONAL;Y /YLES1 C WE 2G9 6"U/& _M
DI6]5T P CROSS+ ALL CULTURAL1 E?NIC1
RELIGI\S1 OR ANY O!R B.D>IES4
  ,:AT P]SONAL;Y /YLES D WE SEE8 ,LOOK+
AT T SAME VILLAGE WE LOOK$ AT 2G9N+ !
*APT]1 WE WD F9D ^! P]SONAL;Y /YLES3

#AJ P :O H A HI< ;,D TYPE P]SONAL;Y
  /YLE4
#CJ :O H A HI< ,I TYPE P]SONAL;Y /YLE4
#CE :O H A HI< ;,S TYPE P]SONAL;Y /YLE4
#BE :O H A HI< ;,C TYPE P]SONAL;Y /YLE

  ,,DISC REDUCES "S?+ V -PLEX1 9DIVIDUAL
2HAVIOR1 6"S?+ SIMPLE 0/>T+ ) J F\R
2HAVIORAL TYPES4 ,9 E CULTURE /UDI$1
,,DISC /YLES ( 2HAVIOR H BE5 VALIDAT$4
,EV5 ?\< \R _W VILLAGE IS S DIV]SE1 WE C
2G9 6"U/& EA* O!R F ? P]SPECTIVE4 ,X
ALL[S U 6SEE P 2Y _! \TW>D APPE>.E4 ,WE
MAY 2 DI6]5T 9 SEX1 RACE1 N,NAL;Y1 SIZE
OR %APE1 B WE F9D -MON GR.D 0ID5TIFY+ &
"U/&+ \R -MON P]SONAL;Y /YLES4 ,,DISC
HELPS U RECOGNIZE \R P]SPECTIVES1
MOTIV,NS1 & NE$S4 ,WE F9D -MON GR.D
63NECT ) O!RS ON A DEEP] LEVEL4 ,X
5C\RAGES U 6A3EPT !M = :O !Y >E & :O !Y
C BE4 ,X HELPS U LE>N H[ 6BETT] "W ) EA*
9DIVIDUAL P]SON4
  ,LEE ,IACO3A BR"\ ,*RYSL] CORPOR,N
BACK F 9F]IOR "WMAN%IP1 LABOR 4PUTES &
BANKRUPTCY 2C HE KNEW T BUSI;S M/ SU3E$
MO/ AT ! P LEVEL4 ,HE 9SI/$1 8,IN ! 5D1
ALL BUSI;S OP],NS C 2 REDUC$ 6?REE ^WS3
P1 PRODUCT1 & PR(ITS4 ,P -E F/40
  ,! TURN (! LA/ C5TURY1 A BUSI;S
MAGNATE WROTE1 8,D[N 9 _! HE>TS1 WISE M5
"K ? TRU?3 ,! ONLY WAY 6HELP YRF IS
6HELP O!RS40 ,9 ? BUSI;S1 Y W SU3E$ BE/
0"U/&+ P & COA*+ !M T[>D FULFILL+ _!
DR1MS4 ,Z "O MOVIE BUFF SD38 ,\R BUSI;S
PLAYS ON ! WIDE SCRE54 ,! "O -MON "P EA*
ACTOR PLAYS1 9 ! MOVIE1 IS !Y H A DR1M40
  ,Z Y "U/& YR P]SONAL;Y /YLE1 &! O!R
P]SON'S /YLE1 Y C ADAPT 6RE,Y -MUNICATE
) !M4 ,0 RECOGNIZ+ _! POT5TIAL1 GIV+ !M
! TOOLS 6DEVELOP _! ABILITIES1 & HELP+
!M 6IMPROVE _! LIVES & R1* _! DR1MS1 Y W
SU3E$ 9 R1*+ YR DR1MS6
  ,ZIG ,ZIGL> SAYS1 8,M"OY ISN'T "EY?+1
B X RANKS PRETTY CLOSE 6OXYG560
  ,MAK+ M"OY IS IMPORTANT 6P NO MATT]
:AT _! DR1MS >E4 ,!Y WANT 6USE M"OY 6GA9
3TROL ( _! "T OR 6GIVE _! *N ! ?+S !Y
NE$ OR 6TRAVEL & EXP]I;E ALL ! DIV]S;Y 9
\R _W OR 6H 9FLU;E ) 9FLU5TIAL P4 ,ALL
^! DR1MS REQUIRE "S AM.T ( M"OY4 ,M"OY
IS A NEC "P ( \R LIVES1 & P GET 96?
BUSI;S 6MAKE M"OY1 B !Y RE,Y WANT M"OY
6USE X 6FULFILL _! DR1MS4
  ,H[ C ? BUSI;S HELP P 6R1LIZE _!
DR1MS8 ,ON ! SURFACE1 YR BUSI;S %>ES "S
-MON ELE;TS ) TRADI;NAL BUSI;S3 GDS &
S]VICES >E MOV$ "? A 4TRIBU;N *ANNEL
63SUM]S2 PR(ITABIL;Y IS DET]M9$ 0VOLUME2
M>KET+ TE*NIQUES MAKE POT5TIAL CU/OM]S
AW>E2 CU/OM] SATISFAC;N IS ESS5TIAL4 ,2N
! SURFACE1 H["E1 YR ,9DEP5D5T ,BUSI;S
,[N]%IP IS V DI6]5T3 Y D N H A RETAIL
/ORE2 Y H M9IMAL OV]H1D & 9V5TORY2 Y D N
D1L ) EMPLOY;T ISSUES1 S* Z HIR+1 FIR+ &
"W S*$ULES2 Y "W = YRF S Y SET YR [N
S*$ULE & PRODUCTIV;Y GOALS4
  ,9 ? BUSI;S1 ! BI7E/ DI6];E IS ,,Y4
  ,? BUSI;S /RET*ES Y1 -MITS Y1 SC>ES Y1
*ALL5GES Y1 EXCITES Y1 *ANGES Y4 ,9 A
WAY1 X'S ALL AB Y4 ,"U/&+ YR P]SONAL;Y
/YLE C HELP Y Z Y GR[ ) YR BUSI;S4 ,9
ANO!R WAY1 X'S N AB Y--X'S AB ! P 9 YR
UPL9E :O C>E AB YR SU3ESS1 & ^? 9 YR
D[NL9E = :OM Y C>E4 ,X RE,Y IS TRUE T
8,Y >E 9 BUSI;S = YRF1 B N 0YRF40 ,Z Y
GR[ ) YR BUSI;S1 Y W 9T]ACT ) M P :O
PROBABLY W 2 9CR1S+LY DI6]5T F Y4 ,! P
SKILLS Y W NE$ 6BUILD REL,N%IPS ) _M
DI6]5T 9DIVIDUALS W 2 CRITICAL = YR
SU3ESS 9 ? BUSI;S4 ,US+ REL,N%IP M>KET+
W 2 VITAL4

    ,REL,N%IP ,M>KET+
  ,:AT IS REL,N%IP M>KET+8 ,:5 \R $ITOR
,JULIE 0 F/ 9TRODUC$ 6! BUSI;S1 %E 0
SKEPTICAL ( ? 3CEPT4
  ,JULIE EXPLA9S1 8,:5 ,I F/ LE>N$ AB
REL,N%IP M>KET+1 ,I ?"\ X 0 A NICE WAY
6AVOID ! FACT T "SBODY HAS 6SELL
PRODUCTS = ? BUSI;S 6"W4 ,I DIDN'T "U/&
T ! R1L ISSUE 9 ANY RETAIL OP],N IS N
SELL+1 B BUY+4 ,M"OY IS N MADE :5 !
SELL] SELLS1 B :5 ! BUY] BUYS6
  ,WE 7 9T]E/$ 9 ! BUSI;S1 S ,I B"\ "S
,,SA#H & TRI$ X4 ,& ,I KEPT ?9K+4 ,:Y _H
,I ALW PREVI\SLY B"\ LAUNDRY DET]G5T AT
! LOCAL /ORE8 ,I _H US$ MY BR& ;,X
LAUNDRY DET]G5T = YE>S4 ,I KNEW :AT X
CO/ & :AT ,I CD EXPECT F X4 ,I KNEW H[
L;G X WD LA/ & ": 6GET M4 ,I 0 US$ 6GO+
6T "PICUL> AISLE & %ELF AT MY LOCAL
/ORE4 ,T 0 A -=TA# HABIT = ME4 ,X 0
SIMPLE4 ,I AM A BUSY "M ( F\R )A DEM&+
C>E]4 ,:AT WD MOTIVATE ME 6*ANGE ?
HABIT8
  ,I RECOGNIZ$ TWO IMPORTANT ?+S4 ,F/1
,I "U/OOD H[ ? BUSI;S CD "W = ME & H[ X
CD HELP ME FULFILL MY DR1MS4 ,I 0 WILL+
6*ANGE MY BUY+ HABITS 6FULFILL MY DR1MS4
,SECOND1 MY REL,N%IP ) MY UPL9E & MY
TRU/ 9 _! RECOMM5D,NS MADE ME WANT 6TRY
A NEW PRODUCT4 ,IF ,I LIK$ T PRODUCT--&
,I RE,Y DID--,I 0 MOTIVAT$ 6RE>RANGE MY
HABITS 6A3OMMODATE ? *ANGE4 ,!N ,I F.D
MYF WOND]+ IF MY UPL9E _H TRI$ !
VITAM9S8
  ,? ?"\ SURPRIS$ ME4 ,I 2GAN 6SEE :Y
REL,N%IP M>KET+ RE,Y "WS4 ,X 0 MY
REL,N%IP ) MY UPL9E T MADE ME WANT
6LI/54 ,:5 ,I LI/5$ ,I 2GAN 6"U/& H[ !
BUSI;S CD HELP ME FULFILL MY DR1MS4 ,!N
,I 0 RE,Y MOTIVAT$ 6MAKE *ANGES 9 MY
BUY+ HABITS4 ,& ? MOTIV,N IS ! F/ /EP 9
BUILD+ A BUSI;S40
  ,H[ IMPORTANT 0 ,JULIE'S REL,N%IP ) H]
UPL9E8 ,H] UPL9E BUILT H] 3FID;E 9 !
VALUE & QUAL;Y ( ,,SA#H4 ,H] UPL9E BUILT
A BRIDGE 2T H] & ? BUSI;S4 ,? REL,N%IP
IS ! KEY 6? BUSI;S6 ,ZIG ,ZIGL> SAYS1
8,IF P L Y1 !Y W SP5D "T ) Y1 B IF !Y
TRU/ Y1 !Y W D BUSI;S ) Y40 ,? BOOK IS
AB "U/&+ YRF & O!RS1 2C BUILD+ REL,N%IPS
IS F.D,NAL 9 BUILD+ A SU3ESS;L BUSI;S4
  ,REMEMB]1 8PRODUCTS DON'T MOVE P2 P
MOVE PRODUCTS40
  ,_M SU3ESS;L BUSI;SES SP5D MILLIONS (
ADV]TIS+ DOLL>S 6GIVE U P]CVD REL,N%IPS4
,!Y WANT U 6BUY PRODUCTS F

--,W5DY'S--Y "K H] DAD1 ,DAVE1 MAKES !
  BE/ HAMBURG]S
--,4NEY--A MAN )A M\SE &A DR1M
--,MC,DONALD'S--,RONALD MAKES A KID'S
  M1L"T FUN
--,WAL-,M>T ,/ORES--,SAM ,WALTON LIV$ !
  ,AM]ICAN ,DR1M = U
--,ORVILLE ,R$D5BA*]--! "N M1NS POPCORN
--,*RYSL]--,LEE ,IACO3A MADE U ALL
  2LIEVE 9 \R ,DETROIT AG
--,JELLO--,BILL ,COSBY %[$ U H[ EAT+ X
  IS FUN

  ,ADV]TIS]S "K T WE W BUY F "S"O ) :OM
WE C ID5TIFY4 ,SAM ,WALTON 0 A REGUL>
GUY :O GAVE U A GD D1L1 S WE MADE HM "O
(! RI*E/ M5 9 ! _W4 ,ADV]TIS]S AL "K T
WE W BUY "S?+ 2C X GIVES U A P]CVD
REL,N%IP )A P]SON WE ADMIRE4 ,:AT DOES
,MI*AEL ,JORDAN "K AB MAK+ T5NIS %OES8
,MI*AEL ,JORDAN SELLS SPORTS %OES 2C HE
IS A H]O 6_M KIDS4 ,!Y LOVE 6WE> 8 %OES4
,EV5 ? K9D ( REL,N%IP M>KET+ IS
E6ECTIVE4
  ,REL,N%IP M>KET+ IS AB "U/&+ P &
BUILD+ QUAL;Y REL,N%IPS ) O!RS4 ,BUILD+
QUAL;Y REL,N%IPS TAKES N ONLY "T1 B X
TAKES P SKILLS1 TOO4 ,P]SONAL;Y ,9SI<TS
>E ! TOOLS Y NE$ 6DEVELOP ! P SKILLS T W
HELP Y Z Y DEVELOP ! REL,N%IPS T W BUILD
YR BUSI;S4
  ,X IS WOND];L 6MEET NEW P & 2G9 6=M
NEW REL,N%IPS4 ,A H1L?Y1 GR[+ REL,N%IP
TAKES AN 9VE/;T ( YR "T 6H"O/LY "U/& &
BUILD TRU/ ) ANO!R P]SON4 ,Y _C 2COME
BE/ FRS ) "EY"O1 S ! LEVEL (! REL,N%IP Y
=M W 2 DI6]5T ) EA* P]SON4 ,"S?+ Z
SIMPLE Z YR AGE OR YR *N'S AGES C A6ECT
! DEP? (A REL,N%IP4
  ,YR 9T]E/S MAY DRAW Y TGR NATUR,Y1 OR
Y MAY NE$ 6USE ^! P]SONAL;Y 9SI<TS
6RECOGNIZE -MON GR.D = YR REL,N%IP4 ,YR
BUSI;S MAY 2COME ! -MON PO9T ( YR
REL,N%IP1 B Y NE$ ANO!R />T+ PO9T 6BUILD
TRU/ ) !M S T Y C 9TRODUCE !M 6! BUSI;S4
,NO MATT] :AT LEVEL ( P]SONAL REL,N%IP
DEVELOPS1 BUILD+ AN E6ECTIVE REL,N%IP =
YR BUSI;S W REQUIRE GR[+ P SKILLS4 ,US+
P]SONAL;Y 9SI<TS C HELP YR P SKILLS GR[4
  ,Y ALR USE P SKILLS E "D1 2C WE ALL L
DO+ BUSI;S ) P ) :OM WE H DEVELOP$ "S
REL,N%IP4 ,WE L 6EAT D9N] AT ! RE/AURANT
": ! WAITRESS "KS :AT WE L1 OR AT A
RE/AURANT ": WE "K ! COOK4 ,WE L 6H \R
C> "W$ ON 0! ME*ANIC :OM WE TRU/4 ,WE W
3T9UE 6D BUSI;S ) P ) :OM WE H A
SATISFACTORY REL,N%IP4
  ,M]CK & ,-PANY 4COV]$ T REPLAC+ A "W]
:O RESIGN$ OR 0 4*>G$ CO/ "O & "O-HALF
"TS T "W]'S YE>LY SAL>Y4 ,AF F9D+ A
REPLACE;T "W]1 ! NEXT ISSUE 0 H[ ! NEW
P]SON WD FIT 9 ! CORPORATE CULTURE ( T
BUSI;S4 ,9 ? BUSI;S1 Y SP5D "T1 EF=T &
M"OY 3TACT+ PROSPECTS1 %[+ ! PLAN 6!M1
FOLL[+ UP1 GETT+ !M />T$1 %[+ ! PLAN =
!M1 TRA9+ !M1 ANSW]+ _! "QS1 BUILD+ DEP?
'''4 ,H[ M* IS X WOR? = !M 6DECIDE !Y
FIT 9 ! BUSI;S8 X IS A BIG 9VE/;T ( YR
"T1 EF=T & M"OY4 ,E ,9DEP5D5T ,BUSI;S
,[N] FACES ! *ALL5GE ( MA9TA9+ E6ECTIVE
BUSI;S REL,N%IPS4 ,LET'S EXPLORE H[ "S
TRADI;NAL BUSI;SES FACE ? *ALL5GE4
  ,AC 6,MAXWELL'S ,2 A ,P P]SON1 MO/
CU/OM]S WON'T -PLA9 6A /ORE'S MANAGE;T
IF "S?+ GOES WR;G ) _! PUR*ASE4 ,DEP5D+
ON ! CU/OM]'S P]CEP;N (! SEV];Y (!
PRO#M1 ! CU/OM] W TELL 2T N9E & #AF O!RS
AB _! BAD EXP]I;E--& #AC P]C5T W TELL M
?AN #BJ6 ,M ?AN TWO \ ( ?REE CU/OM]S :O
RCV POOR S]VICE W N"E BUY F T /ORE AG--&
MANAGE;T W N"E "K :Y6
  ,?9K AB X4 ,:AT HAPP5$8 ,! F/ ?+ WE
SEE IS T "S?+ W5T WR;G :5 ! PUR*ASE DID
N MEET ! EXPECT,NS (! CU/OM] &! CU/OM]
WANTS ! /ORE 6D "S?+ 6MEET _! EXPECT,NS4
,N[ ! REL,N%IP 2T ! CU/OM] &! /ORE W 2
A6ECT$4 ,ANY REL,N%IP IS BAS$ ^U !
EXPECT,N T BO? "PIES W 3TRIBUTE "S?+ (
VALUE 6! O!R4 ,POOR CU/OM] S]VICE M1NS T
! /ORE SALESP]SON DID N D :AT 0 NE$$
6SATISFY ! EXPECT,NS (! CU/OM]4
  ,N ONLY DID ! SALESP]SON L1VE ! CU/OM]
4SATISFI$1 B CU/OM] LEFT ! /ORE )!
P]CEP;N T ! /ORE 0 N 9T]E/$ 9 MEET+ _!
EXPECT,NS4 ,TELL+ O!RS AB ! BAD EXP]I;E
W W>N O!RS T ! /ORE DOES N RE,Y MAKE AN
EF=T 6SATISFY ! CU/OM]'S EXPECT,NS & W
?US TAKE ADVANTAGE ( !M1 TOO4
  ,/ORE MANAGE;T N"E HAS ! *.E 6BE
9VOLV$1 2C ! CU/OM]'S 9ITIAL REL,N%IP )!
SALESP]SON HAS N BE5 SU3ESS;L 9 SATISFY+
! CU/OM]'S EXPECT,NS1 EI =! PRODUCT OR F
! MANN] 9 : ! SALESP]SON HAS D1LT ) !M4
,IF ONLY ! /ORE SALESP]SON _H %[N A
P]SONAL 9T]E/ 9 MEET+ ! NE$S (! CU/OM]1
T REL,N%IP CD H WON ! CU/OM] BACK =!
/ORE4
  ,:5 "S"O HAS A PRO#M1 ! F/ ?+ !Y
NATUR,Y D IS 6G 6! P]SON 9 ! SITU,N )
:OM !Y H A GD REL,N%IP1 :O IS AL 9 A
POSI;N 6HELP !M )! PRO#M4
  ,WE FEEL T ? P]SON HAS SATISFACTORILY
MET \R EXPECT,NS 9 ! PA/1 S !Y MAY 2 A#
6HELP U ) ? PRO#M1 TOO4
  ,? IS A SECRET 9 REL,N%IPS T WE (T5
=GET4 ,H[ D WE "U/& ! O!R P]SON'S TRUE
EXPECT,NS1 S T WE C TRY 6SATISFY !M8 ,?
REQUIRES 9SI<T 96ANO!R P]SONAL;Y1
96"U/&+ _! NE$S4 ,? IS H[ WE BUILD GD
REL,N%IPS1 S T :5 PRO#MS >ISE1 ! O!R
P]SON W FEEL ! FREEDOM 6-E 6,,U1 9/1D (
FEEL+ T ! BE/ SOLU;N IS S"E+ ! REL,N%IP4
  ,Z WE H %>$ ! 3CEPTS ( P]SONAL;Y /YLES
) HUNDR$S ( P1 WE H SE5 PRO#MS1 3FLICTS1
4AGREE;TS OR WR;GS 9EVITABLY O3UR 9
REL,N%IPS4 ,! REL,N%IPS T W SURVIVE ^!
DI6ICULTIES T 9EVITABLY >ISE1 >E
REL,N%IPS 9 : BO? P -MUNICATE MUTUAL
RESPECT & 3TRIBUTE "S?+ ( VALUE 6! O!R
P]SON4 ,? IS TRUE 9 FR%IP1 FAMILY1
ROM.E1 M>RIAGE OR BUSI;S REL,N%IPS4 ,^!
3CEPTS >E VITAL 6REL,N%IP M>KET+4
  ,P]SONAL;Y 9SI<TS HELP U -MUNICATE
MUTUAL RESPECT & RECOGNIZE ! VALUA#
3TRIBU;N T "S"O WANTS & NE$S F U4 ,? IS
! F.D,N =A LA/+ REL,N%IP T C 2 =M$ BO?
UPL9E & D[NL9E & W KEEP P 9 ! BUSI;S4
  ,A FR1 :O IS A ,M>9E1 HAS (T5 %>$ ) U
T "! IS NO S* ?+ Z AN EX-,M>9E4 ,HE
9SI/S1 8,ONCE A ,M>9E1 ALW A ,M>9E60 ,:Y
IS ? S TRUE8 ,M>9ES HONOR ! REL,N%IPS T
%AP$ _! VALUES & ?"\S & MADE !M P]MAN5T
MEMB]S ( T SELECT GR\P4 ,! VALUA#
3TRIBU;N !Y H MADE 6"O ANO!R IS S GRT T
D5Y+ ? ASSOCI,N WD 2 D5Y+ "P ( !MVS4 ,WE
ALL RE/ EASI] AT NI<T "K+ T !Y >E WILL+
6LOCK >MS TGR =A -MON GOAL--& DEP5D ON
^? REL,N%IPS T HELP !M PROTECT \R
FREEDOM4 ,WE NE$ ? K9D ( REL,N%IPS 9 \R
BUSI;S4
  ,WE ALL MAKE MISTAKES 9 \R REL,N%IPS1
& 9 BUSI;S REL,N%IPS1 TOO4 ,C WE
SU3ESS;LLY RESOLVE 3FLICTS & /AY 9
BUSI;S REL,N%IPS8 ,WE C D ? IF WE C LE>N
6RECOGNIZE MISS$ EXPECT,NS & R1* AGREE;T
AB H[ 6SATISFY BO? "PIES 9VOLV$4 ,!
,TE*NICAL ,ASSI/.E ,RESE>* ,PROGRAMS
,REPORT ON 4SATISFI$ CU/OM]S %[$ T #IE
P]C5T ( 4SATISFI$ CU/OM]S W BUY F ! /ORE
AG IF _! PRO#MS >E RESOLV$4 ,EV5 BETT]1
!Y W EA* TELL EI<T P AB ! RESOLU;N4
,:AT'S ! SECRET 9 TURN+ ! SITU,N >.D8
,SIMPLY ?3 !Y FEEL T "SBODY C>$6
  ,H[ DID !Y C>E8 ,:5 ! CU/OM] TELLS A
SALESP]SON AB ! PRO#M1 ! SALESP]SON M/
LI/5 =! CU/OM]'S EXPECT,NS T 7 N MET4
,IF ! SALESP]SON C MEET ^! EXPECT,NS1 HE
M/ D S4 ,IF HE _C1 HE M/ -MUNICATE
RESPECT =! CU/OM] & EXPLA9 :AT HE C D T
W MEET ! EXPECT,NS (! CU/OM] 9 A WAY T
IS AL A3EPTA# 6! /ORE4 ,IF ? SOLU;N IS
AGREEA# 6! CU/OM]1 ! SALESP]SON HAS
PRES]V$ ! REL,N%IP SU3ESS;LLY4 ,IF ?
SOLU;N IS N AGREEA#1 ! SALESP]SON C
-MUNICATE T ! MANAG] W C>E =! CU/OM]1 &
T ! MANAG] HAS ! AU?OR;Y 6(F] ANO!R
SOLU;N4 ,! MANAG] C /EP 9 6USE ! SAME
PROCESS 6RESOLVE ! PRO#M )! CU/OM]4
  ,? PROCESS IS S M* EASI] :5 !
SALESP]SON OR ! MANAG] "U/&S ,,DISC4 ,IF
!Y "U/& ,,DISC1 !Y W "U/& _! [N -MUNIC,N
/YLE4 ,!Y W RECOGNIZE ! CU/OM]'S
P]SONAL;Y /YLE & H "S CLUES 6! CU/OM]'S
EXPECT,NS4 ,!Y W "K T A ;,D WANTS *OICES
& OP;NS 6RESOLVE PRO#MS OR T A ;,C WANTS
QUAL;Y ANSW]S 6"QS4 ,!Y W "K T ! ;,S M/
2 V UPSET 6-E 6!M AT ALL1 2C H>MONY IS V
IMPORTANT 6!M4 ,!Y W RECOGNIZE T ! ,I
WANTS 6"K "EY"O LIKES !M S !Y MAY =GET
6EXPRESS _! PRO#M AT ALL4 ,!Y W ADJU/
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