Pawn Leaders

  [03:31] Chris had to do additional duty while being an FBI agent. He was an FBI investigator and worked in terrorism.   [04:39] “When I first got there they said ‘Look, if you take more than 20 minutes to get to the bottom of this and get this resolved, you’re doing it wrong’”   [05:25] Knowing how the brain works gives you an idea of what you are looking for in advance   [08:21] Apologizing first prepares the customer for what is about to happen next; which they genuinely appreciate   [11:14] “The late night FM Dj voice is miraculous in what it can accomplish for both sides”   [13:55] Daniel Kahneman, author of ‘Thinking Fast and Slow’ and ‘The Undoing Project’ by Michael Lewis explains the Prospect Theory.   [16:39] Finding ranges when selling an item is powerful, as customers compare the lower figure to the higher figure and are attracted by the figure at the end of the range   [19:18] Compromising leaves people unhappy   [22:16] “We found consistently that there’s usually 3 rounds of cuts in ne