Preface ix Acknowledgments xiii Chapter 1 Relationships Are Everything 1 Breathe AIR into Relationships 2 Learn to Build Relationships 5 Payback Time in Memphis 7 Relationships Can Trump Price 8 Four Fundamental Selling Truths 10 Meaningful Dialogue Comes with Trust 12 Chapter 2 Climb the Relationship Pyramid 15 The Relationship Pyramid Levels 17 You Need Knowledge, Integrity, Actions 25 Key Points about the Pyramid 27 Chapter 3 How to Build a Relationship 29 What You Think Is Step 1 30 Learn Strategies, Not Tactics 40 Chapter 4 Ask the Twenty Questions 53 Start with a Self-Check 55 Sharing Creates the Relationship 56 Learn What Someone Treasures 59 Thirteen Facts about Human Beings 61 Let the Other Person Talk 63 Sell by Not Selling 65 Start with These 20 Questions 66 Memorize the Questions, but Think FORM 69 Tell Me Something That Will Surprise Me 70 Respect Their Time and Opinions 72 Plan What You Will Ask 73 Chapter 5 Ask the Questions Properly 77 Motives Matter 78 Setting Up a Good Question 79 Analyze the Bridge to the Question 80 What Do You Need to Achieve Today? 82 Ask Personal Questions First 84 Hold Up a Book 87 Don''t Suggest an Answer 88 Find Common Ground 89 Make Them Think 93 Stimulate Real Thinking 95 Ways to Gain Respect 96 Chapter 6 Probe for Small World Connections 99 Connect for Yourself 100 Use the Small World Phenomenon 102 Connect for the Other Person 106 Connect with Difficult People 108 Probe for Connections 109 Chapter 7 Build Relationships on Actions 112 Show You Genuinely Care about Other People 114 Business Gifts Are Not Unselfish Acts 115 Be Alert to Opportunities 117 Chapter 8 Map Your Key Relationships 136 Map Relationships with Four Groups 138 People Inside the Organization 139 People Outside the Organization 141 People Important to Your Career 144 People Who Are Upset with You 146 Build Relationships Strategically 152 Chapter 9 Hop from One Pyramid to Another 156 Pyramid Hopping Is Not Networking 156 Friendly Is Not the Same as Friendship 159 Pyramid Hopping in Practice 160 Pyramid Hopping Requires Questions 161 Pyramid Hopping Usually Requires Specifics 164 Chapter 10 Gain Respect Thirteen Ways 169 Identify Qualities You Respect 170 Thirteen Ways to Gain Respect 173 Examples of Building Respect 174 Be Genuinely Interested in the Other Person 175 Do What You Say You Will Do 176 Be Knowledgeable, Be Inquisitive, or Be Quiet 176 Control Your Emotions; Anger Manages Everything Poorly 177 Be Honest and Straightforward 177 Be Objective and Avoid Appearing Biased 178 Be Persistent, but Never Be Aggressive 179 Be a Learned Person with Some Expertise 180 Be Courteous to Everyone 180 Always Listen Intently to the Other Person 181 Seek to Understand Other People 181 Do Things That Demonstrate Your Unselfish Nature 182 Find Out What People Want, and Help Them Get It 182 Chapter 11 Write Clear, Specific Goals 186 Understand Your Goal-Seeking Mechanism 187 Goals Have Five Characteristics 188 Be Clear about What You Want 189 Write Down Your Goals 191 Set Goals in Line with Your Gifts 191 Don''t Let Others Discourage You 194 Take the Pressure Off Yourself 195 Chapter 12 Maintain Your Meaningful Relationships 199 Create Time for Relationships 202 Help Others to Succeed 205 Keep the Dialogue Continual 206 Make Contact When You Don''t Need Help 211 Chapter 13 Use Social Media to Build Relationships 215 The Goal Is to Offer Value 216 Form a Network of Relationships 218 Don''t Friend or Link to Everyone 220 Six Tips for Better Social Media Relationships 222 Chapter 14 And What If You''re the Boss? 226 The Six Drivers of Business Success 227 Problems with Command and Control 236 Job Satisfaction and Dissatisfaction 238 Problems with Sales Training 239 Selling Is Learning and Teaching 241 What Managers Should Be Doing 243 A Coaching Process for Relationship Development 244 Build Relationships Routinely, Consciously, Deliberately 248 Notes 249 Index 252.