In order to establish with his prospect, Steve said, "I notice that you have a collection of antique thermometers in your outer office? My father has collected soft drink thermometers for almost fifteen years. What got you interested in collecting them?"

rapport

Explanation:

Rapport means close and harmonious relationship. In sales and marketing building relationship is crucial factor. It becomes even more important if the client is new and potential one. To develop relationship, it is important to that person involved have similar attitude, behavior or interest. This helps in generating positive perspective from other person and show reciprocal behavior. It helps to develop favorable verbal and non verbal interaction among the people involved.

In the problem mentioned Steve wanted to develop positive image so that interaction can be taken forward positively. Hence, he begins talking about thing in which client has interest. In doing so he is trying establish rapport with the client.

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glass wants to live in a world of super heroes and villains. he have lived all his life trying to be responsible for the creating the origin story of a super hero; he schemed and caused many incidents (many of them fatal) hoping that someday someone with superpowers would show up and save the day.

he knew himself very much. he saw himself as a villain of a real-life super hero story. he was aware of his strengths (more than smart enough for being manipulative and scheming) and weaknesses (having fragile bones and having to rely on his mind to succeed).