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My best tool is that I show them a copy of the report that I send to them weekly on the activity on their home...Showings, listing, advertising any thing that I do on their behalf...I send it snail mail or EMail, their preference.

Don, you may want to look at www.thereni.com, Tom teaches an entire class on Negotiations, which will give you a designation as well. He also provides a list of books that are the best for negotiation techniques on the site.