leveraged hinges, 227–228, 240–242, 244–246
listening and questioning skill(s), 125–145
active listening as, 128–131
active questioning as, 131–139
and business questions vs. products statements, 126–128
for identifying measurable answers, 139–141
and types of questions, 141–145
Logistics step (of Implement Agreement phase), 216, 217, 222
long-term customers, 1, 23–24