Glossary — Playbook

3 Buckets of Questions → The 3 Buckets of Questions
30-Second Commercial → The 30-Second Commercial

A

A customer → The Partner Bucket
A hard objection I always struggle with → Kryptonite
Above the Line / Below the Line → Above the Line / Below the Line
Account penetration → The Infiltrate Strategy
Active account / inactive account → Classify as Today
Active listening → Listening for Leaks
Adult Learning Model → The Adult Learning Model
Asking for a referral → First Introduction
Asking more questions → Information Pull vs. Push
AWAQ — Answer a Question With a Question → AWAQ — Answer a Question With a Question

B

Being aggressive on price → The Greedy Reframe
Being amazing → Under-Promise, Over-Deliver
Being deferential to the customer → Equal Business Stature
Being different → Pattern Break
Being professional → Ego States — Parent, Adult, Child
Being responsive → Quote Posture
Being the cheapest → Price vs. Value Orientation
Being used for price leverage → Quote & Hope
Being yelled at by a customer → Transactional Analysis
Being yourself on voicemail → DISC Voicemail
Bid/no-bid decision → The Pre-Quote Checklist
Bidding Matrix → The Bidding Matrix
Brand loyalty → People Buy from People
Building multiple relationships → The Infiltrate Strategy
Building rapport → Business Bond vs. Personal Bond
Business Bond vs. Personal Bond → Business Bond vs. Personal Bond

C

C-style customers — the Conscientious buyer → C-style customers — the Conscientious buyer
Calendar discipline → Proactive vs. Reactive
Calling to check in → Meeting-Seeking
Can you do something about it → The Last Look Conversation
Can you take another look at it → The Last Look Conversation
Case study → Third-Party Story
Chasing the competitor's number → Information Pull vs. Push
Chatting about life → Business Bond vs. Personal Bond
Clark Kent → Clark Kent
Classify as Today → Classify as Today
Coaching / training → The Adult Learning Model
cold account → Partnership Progression
Cold approach → Clark Kent
Communication Pie — 7 / 38 / 55 → The Communication Pie — 7 / 38 / 55
Company reputation → People Buy from People
Consultative selling → Customer First, Order Second
Converting a prospect → Moving a Customer Up the Progression
CRM notes field → The Fuzzy File
Customer complaint → De-Escalation — Listen, Repeat, Acknowledge
Customer First, Order Second → Customer First, Order Second
Customer testimonial → Third-Party Story
Customer-centric selling → Customer First, Order Second

D

D-style customers — the Dominant buyer → D-style customers — the Dominant buyer
De-Escalation — Listen, Repeat, Acknowledge → De-Escalation — Listen, Repeat, Acknowledge
Deal qualification → The Bidding Matrix
Dealing with procurement only → Above the Line / Below the Line
Deflecting a question → AWAQ — Answer a Question With a Question
Delivering on your promises → Under-Promise, Over-Deliver
Differentiation Beyond the Product → Differentiation Beyond the Product
Difficult customer → DISC
Disarming → Clark Kent
DISC → DISC
DISC Voicemail → DISC Voicemail
Discount guilt → The Greedy Reframe
Discovery → Information Pull vs. Push
Disrupting the buyer's flow → Pattern Break
door-knocking → Clark Kent
Dropping by → Meeting-Seeking

E

Ego States — Parent, Adult, Child → Ego States — Parent, Adult, Child
Elevator pitch → The 30-Second Commercial
Emotional intelligence → Ego States — Parent, Adult, Child
Equal Business Stature → Equal Business Stature
Exclusive → The Partner Bucket
Expectations → Expectations

F

Fake flattery → Strokes
Farming an area → The Six-Pack
Features and benefits → The 30-Second Commercial
Features vs. trust → The Bidding Matrix
Feeling small / apologetic → Transactional Analysis
Figuring out how to communicate with someone → VAK — Visual, Auditory, Kinesthetic
Firefighting → Proactive vs. Reactive
First Introduction → First Introduction
Following up via email → Meeting-Seeking
Fuzzy File → The Fuzzy File

G

Gatekeeper as Key Master → Gatekeeper as Key Master
Geographic density → The Six-Pack
Getting on their bid list → Moving a Customer Up the Progression
Getting past the gatekeeper → Gatekeeper as Key Master
Getting to know them personally → Business Bond vs. Personal Bond
Giving a deal → The Greedy Reframe
Going around my contact → Above the Line / Below the Line
Going off-script → Pattern Break
Good at small talk → The Question-Asking Reflex
Greedy Reframe → The Greedy Reframe

H

Handling an angry customer → De-Escalation — Listen, Repeat, Acknowledge
Handling objections → Pattern Break
Happy customer who still shops around → The Partner Bucket
Having a good phone manner → Tonality
He just has a great memory → The Fuzzy File
He still owes me → Classify as Today
Holding price → The Match-Price Conversation
hope for the best → The Bidding Matrix

I

I just couldn't push back on that → Kryptonite
I quoted it → Quote & Hope
I was too busy this week → Proactive vs. Reactive
I've been doing this for 20 years → The Adult Learning Model
I-style customers — the Influential buyer → I-style customers — the Influential buyer
Illustrative anecdote → Third-Party Story
Impressing the customer → Under-Promise, Over-Deliver
Infiltrate Strategy → The Infiltrate Strategy
Information Pull vs. Push → Information Pull vs. Push
It's a dance → Pattern Break

J

Job-adjacent prospecting → The Six-Pack
Just be yourself → DISC
Just following up → Quote & Hope
Just following up on the quote → Quote Posture
Just tell me what to say → The Adult Learning Model

K

Keeping the conversation going → The Question-Asking Reflex
Key-account management → The Infiltrate Strategy
Knowing your stuff → Clark Kent
Knowing your worth → Equal Business Stature
Kryptonite → Kryptonite

L

Last Look Conversation → The Last Look Conversation
Last-look pricing → The Match-Price Conversation
lead → Partnership Progression
Leading with the pitch → Customer First, Order Second
Learning styles → VAK — Visual, Auditory, Kinesthetic
Leaving a professional message → DISC Voicemail
Listening for Leaks → Listening for Leaks
Loyal account → The Partner Bucket

M

Making people feel good → Strokes
Managing the customer → Expectations
Match-Price Conversation → The Match-Price Conversation
Meet-competition discount → The Match-Price Conversation
Meeting-Seeking → Meeting-Seeking
Mood → Ego States — Parent, Adult, Child
Moving a Customer Up the Progression → Moving a Customer Up the Progression
my best accounts → The Partner Bucket
My customer → Classify as Today
Myers-Briggs → DISC

N

Natural rapport → The Question-Asking Reflex
Needs analysis → Slowing Down Before You Quote
Negotiation at the quote moment → Quote Posture
Negotiator → Partnership Progression
Networking → First Introduction
not a fit → DISC

O

Office assistant / scheduler → Gatekeeper as Key Master
One customer on a street → The Six-Pack
Our company has a 40-year history → People Buy from People
Our quality and service → Differentiation Beyond the Product
over-deliver → Expectations

P

Partner Bucket → The Partner Bucket
Partnership Progression → Partnership Progression
Pattern Break → Pattern Break
People Buy from People → People Buy from People
Personal touches → The Fuzzy File
Personality test → DISC
Pitching → Information Pull vs. Push
playing dumb → Clark Kent
Pre-call planning → The Pre-Quote Checklist
Pre-Quote Checklist → The Pre-Quote Checklist
preferred supplier → The Partner Bucket
Presentation / presence → The Communication Pie — 7 / 38 / 55
presenting → Information Pull vs. Push
Price matching → The Match-Price Conversation
price shopper → Partnership Progression
Price vs. Value Orientation → Price vs. Value Orientation
price-matcher → Partnership Progression
Primary sensory dominance → VAK — Visual, Auditory, Kinesthetic
Proactive vs. Reactive → Proactive vs. Reactive
Probing → AWAQ — Answer a Question With a Question
Professional confidence → Equal Business Stature
Prospect → Partnership Progression
Prospecting / business development → Proactive vs. Reactive
Prospecting cold → First Introduction

Q

qualification → Information Pull vs. Push
Qualifying → Slowing Down Before You Quote
Question-Asking Reflex → The Question-Asking Reflex
Quote & Hope → Quote & Hope
Quote everything → The Bidding Matrix
Quote Posture → Quote Posture

R

Rapport building → Information Pull vs. Push
Rapport-building → Clark Kent
Rapport-first approach → Customer First, Order Second
Reading between the lines → Listening for Leaks
Reading the room → DISC
Receptionist / admin → Gatekeeper as Key Master
Recognition / acknowledgment → Strokes
Referrals → Six Degrees of Separation
Relationship momentum → Classify as Today
Relationship selling → Price vs. Value Orientation
Remembering stuff about people → The Fuzzy File

S

S-style customers — the Steady buyer → S-style customers — the Steady buyer
Scripts and talk tracks → The Communication Pie — 7 / 38 / 55
Second look → The Last Look Conversation
See what you can do → The Last Look Conversation
selling features → Information Pull vs. Push
Selling on service → Price vs. Value Orientation
Selling up → Above the Line / Below the Line
Sending the quote quickly → Quote Posture
Service recovery → De-Escalation — Listen, Repeat, Acknowledge
Setting high standards → Under-Promise, Over-Deliver
Setting proper expectations → Expectations
Setting up a meeting → Meeting-Seeking
Sharpen your pencil → The Last Look Conversation
She wouldn't let me through → Gatekeeper as Key Master
Shopper → Partnership Progression
Single-threaded" account → The Infiltrate Strategy
Six Degrees of Separation → Six Degrees of Separation
Six-Pack → The Six-Pack
Slowing Down Before You Quote → Slowing Down Before You Quote
Small talk → Listening for Leaks
Small world → Six Degrees of Separation
Social proof → Third-Party Story
Socratic selling → AWAQ — Answer a Question With a Question
some like the phone → VAK — Visual, Auditory, Kinesthetic
Some people like email → VAK — Visual, Auditory, Kinesthetic
Sounding professional → Tonality
standing out → Pattern Break
Strokes → Strokes
Style-matching → Style-matching
suspect → Partnership Progression

T

Tell me about your business → Information Pull vs. Push
Telling your story → The 30-Second Commercial
The 3 Buckets of Questions → The 3 Buckets of Questions
The 30-Second Commercial → The 30-Second Commercial
The 80/20 rule → The Bidding Matrix
The Adult Learning Model → The Adult Learning Model
The Bidding Matrix → The Bidding Matrix
The Communication Pie — 7 / 38 / 55 → The Communication Pie — 7 / 38 / 55
The customer I can never seem to win → Partnership Progression
The daily-contact trap → Above the Line / Below the Line
The Fuzzy File → The Fuzzy File
The Greedy Reframe → The Greedy Reframe
The Infiltrate Strategy → The Infiltrate Strategy
The Last Look Conversation → The Last Look Conversation
The Match-Price Conversation → The Match-Price Conversation
The objection that freezes you → Clark Kent
The Partner Bucket → The Partner Bucket
The Pre-Quote Checklist → The Pre-Quote Checklist
The Question-Asking Reflex → The Question-Asking Reflex
The Six-Pack → The Six-Pack
They always complain → Expectations
They asked for time to think → Kryptonite
They ghost me after the quote → Quote & Hope
They hold the power in the relationship → Equal Business Stature
They just need to vent → De-Escalation — Listen, Repeat, Acknowledge
They mentioned something... → Listening for Leaks
They said they were fine but... → Tonality
They wanted to haggle → Kryptonite
They're a [Brand] customer → People Buy from People
Third-Party Story → Third-Party Story
This is hard — I'm going back to how I used to do it → The Adult Learning Model
tire kicker → Partnership Progression
Tonality → Tonality
Tone → Ego States — Parent, Adult, Child
Tone of voice → The Communication Pie — 7 / 38 / 55
Transactional Analysis → Transactional Analysis
Turning around a quick quote → Slowing Down Before You Quote
Turning the tables → AWAQ — Answer a Question With a Question

U

Under-promise → Expectations
Under-Promise, Over-Deliver → Under-Promise, Over-Deliver

V

VAK — Visual, Auditory, Kinesthetic → VAK — Visual, Auditory, Kinesthetic
Value proposition → Differentiation Beyond the Product
Voicemail etiquette → DISC Voicemail

W

Warm handoff → First Introduction
warming them up → Clark Kent
Warming up an account → Moving a Customer Up the Progression
We hit it off → Business Bond vs. Personal Bond
We need to hold our price → The Greedy Reframe
we'll see → Quote & Hope
We're a commodity → Price vs. Value Orientation
What do you do? → The 30-Second Commercial
What makes us different → Differentiation Beyond the Product
Where should I spend my time? → The Bidding Matrix
Who do you know? → Six Degrees of Separation
Why did that land weird? → The Communication Pie — 7 / 38 / 55
Why pick us? → Differentiation Beyond the Product
Why your buyers skew D → Why your buyers skew D
Winging it → The Pre-Quote Checklist
Winning the business → Moving a Customer Up the Progression

Y

you gotta beat it → The Last Look Conversation
You're $3 off here → The Last Look Conversation