Activation Questions - One of the five stages of questioning in the ADAPT questioning
system used to activate the customers interest in solving discovered problems by
helping him or her gain insight into the true ramifications of the problem and to real
Active Listening The cognitive process of actively sensing, interpreting, evaluating, and
responding to the verbal and nonverbal messages of current or potential customers.
SIER Model A model that depicts active listening as a hierarchical, four-step se