Index
A
absolute reality
Absorb activities (absorbing)
active listening
Adventurers
apologizing
Apply activities (applying)
appreciation
Assessment (Mitchell)
B
behavior. See human behavior
Best Friends
C
change, difficulty of
coaching, by style
collective unconscious
conflict
in personal relationships
resolution model for
See also personal relationships
Connect activities (connecting)
consultative selling model
common objections to sales and
defined
establishing rapport for
framing and
handling objections with
corporate culture
counseling
considerations for
progressive
by style
Crusaders
CTL (“crap tolerance level”) container
cues, recognizing
customer service
behavior and
Experts and
importance of
LAST (Listen, Apologize, Solve, Thank) model of service recovery for
Masterminds and
Romantics and
service excellence and
Warriors and
D
decision-making process
Detectives
E
Eccentrics
excellence, customer service and
excitement
Experts
behavioral cues of
Best Friends
characteristics of
customer service for/by
Detective
Eccentrics
leading of/by
Masterminds and
personal relationships of
Sages
selling to/by
Specialists
Voices of Reason
extrinsic needs
F
feeling. See Romantics
final warning
framing
H
Hired Guns
hiring practices
“honor bar approach,” to negotiation
hormones
human behavior
absolute reality
changing
customer service and
interactive styles
metacognition
The Power of Understanding People Assessment
recognizing behavioral cues
recognizing Experts and Masterminds (See also
