LEADER 03576nam 2200541 450 001 9910679897903321 005 20230607220905.0 010 $a1-85418-592-6 035 $a(CKB)1000000000336952 035 $a(EBL)309038 035 $a(OCoLC)171581756 035 $a(SSID)ssj0000079794 035 $a(PQKBManifestationID)11983391 035 $a(PQKBTitleCode)TC0000079794 035 $a(PQKBWorkID)10076349 035 $a(PQKB)11081413 035 $a(MiAaPQ)EBC309038 035 $a(EXLCZ)991000000000336952 100 $a20181004e20021999 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aTelephone tactics /$fGraham Roberts-Phelps 210 1$aLondon :$cThorogood,$d2002. 210 4$dİ1999 215 $a1 online resource (222 p.) 300 $aDescription based upon print version of record. 311 $a1-85418-177-7 327 $aIntroduction; Remember!; Contents; Section 1: Telephone tactics for customer satisfaction; The telecommunications revolution; Creating a positive impression; Master the basics; Effective telephone guidelines; Advanced telephone rapport; Structuring a telephone call; Telephone skills assessment; Gathering information - key skills; Turning customer problems into opportunities; Confirming - key skills; Difficult situations - key skills; Dealing with angry customers; Assertiveness on the telephone; Telephone skills - best practise summary; Customer service - application assignments 327 $aSection 2: Gaining appointments by telephoneThe importance of proactive prospecting; Sales is a numbers game; The most important step in the sales process; Ten top tips on making appointments; Making appointments: planning and preparation; Getting past gatekeepers; How to structure a call; Cold-calling blues; 'Warm-calling': A three-step method to increase your sales; Ideal appointment times; Example call; Prospect tracking; Appointments - application assignments; Section 3: Achieving better sales results on the telephone; How to get even better sales results; Customer focus 327 $aSelling and customer serviceAn introduction to selling on the telephone; Structuring a sales call; Preparation, organisation and planning; Converting incoming calls into sales; Outgoing calls - working a list; Personal organisation; Voice projection; The sales call; The voice that sells; Telephone sales questioning techniques; Features and benefits (FAB); Developing FAB statements; People buy for different reasons; Handling objections and questions; Overcoming objections; Closing the sale; Ending the call; Telephone selling - application assignments; Section 4: Credit collection by telephone 327 $aIntroductionCalculating the real cost of bad debts; Prevention is better than cure; Organising credit management; Types of question; Collection letters; Debt collection - application assignments 330 $aA comprehensive guide to using the telephone in business that features examples of best practice, and advice on how to use it for selling, gaining appointments and the recovery of debt in a credit collection situation. 606 $aTelephone etiquette 606 $aTelephone in business 615 0$aTelephone etiquette. 615 0$aTelephone in business. 676 $a651.73 700 $aRoberts-Phelps$b Graham$01006176 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910679897903321 996 $aTelephone tactics$92403705 997 $aUNINA