account management, 258–260
active listening, 128–131
active questioning, 131–139
and agreement with negative statements, 136–137
assumptions in, 137–138
following customer's lead in, 134
How's Zat in, 133
loose ends in, 146
open-ended questions in, 134–136
rephrasing in, 138–139
Safety Zones in, 132–133
strategy behind, 131–132
tactics behind, 133–139
advocates, 113–114, 117–118
advocating, 129
Agreement Confirmed (Measurable Phase Change 4)
in business-to-business sales, 217
in business-to-consumer transactions, 222
alternatives filter, 107–112
"always," 208
analogies, 61–62, 207
anticipating, 130–131
Apple Computer, 58
areas of interest sections, 78
assistants, effective use of, 159
assuming, 130
assumptions, 137–138
attainment measurement filter, 121–123
average gross margin percentage, 281–282
average order size, 281