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The Complete Idiot's Guide to Cold Calling by Keith Rosen

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Appendix A
Glossary
attitude How you think, your state of mind, or your set of beliefs; it is how you interpret or perceive each experience or each person in your life, in other words, your reality. Synonymous with mind-set.
clarifier A statement that rephrases in your own words the message that someone communicated to you to assure the person that you not only heard, but also understood them. Then, you can confirm the next course of action. The advantage of using a clarifier is that it makes the person you are speaking with feel heard. Feeling heard is a level beyond just being listened to and few of us, especially in the selling profession ever cause the other person to feel as if they were truly heard. It is crucial to demonstrate to others ...

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