Book Description
Regardless of whether you're a seasoned veteran or rookie rep, you'll find ideas you'll use right away. Here's just a small sample of the hundreds of ideas you'll get in this book: how to write call guides and scripts that get results how to quickly qualify-and disqualify-prospects words to avoid that are sure to kill the sale how to build long-term relationships with your customers mistakes to avoid when handling objections, and what to say instead word-for-word voice mail tactics that help you avoid "voice mail jail" strategies for overcoming fear on the phone, and of the phone Plus Much More!
Look at What Other Sales Professionals are Saying About This Book "The ideas in this book are so deceptively simple to use, yet so powerfully effective! We experienced dramatic results, literally overnight." Jim Crawford, Manager Telesales, Molson Breweries
"I was so inspired by your book, I made a list of goals, including how to get my dream house. I'm halfway through the list after only 2 weeks! We're offering the material in your book as a six-week seminar to our telemarketing and telesales reps, and ordered 25 more copies." Carollyn Farrar, Inside Sales Manager, CFI ProServices, Inc.
"I applied techniques the next day from the book that I'm still seeing results from months later." Bob Charendoff, Cybermation, Inc. 84 chapters and hundreds of ideas you'll use right now! Written in Jim's highly entertaining style and format, this book is fun to read and easy to use. Whether you are an inside or outside sales rep, supervisor or manager, this practical and informative book will help you generate more revenue and income, increase the volume and quality of your leads, and help reduce rejection and burnout. Order today!
Customer Reviews:
Profiting By Phone: No Nonsense Skills and Techniques for Se.......2000-07-28
A basic good look at telemarketing. There is nothing though that isn't already known by most telemarketing professionals. Mr. Domanski obviusly has a great deal of experience, but again, nothing earth shattering.
Book Description
Your company's reputation is on the line--literally. Make good phone skills a standard throughout your organization with this practical guide to the basics. Teaches everyone how to adopt a professional, friendly tone from the initial greeting to the final good-bye--and how to handle whatever arises in between. A vital reference tool.
Customer Reviews:
what about.......2002-05-14
The book is a very quick read. If your looking to just pass the time away I would definetly read this book. If your interested in learning something and taking it to the workplace I would choose another book. When I read a book I like to transfer the learning from the book to the workplace and with this book when I was finished I was unable to transfer my learning. Most of the skills I read about were common sense. I was hoping for something a little more "meaty".
Bottom-line should and should not.......1999-11-17
I just happened to work for a company one day and noticed this book while sitting at the reception desk. I browsed through the first few pages and before I realized, I was more than 1/2 way through it. 'Telephone Skills...' describes typical senarios that could occur and unfortunately do from time to time. It's filled with realistic situations and gives positive, and at times, humorous solutions. I think 'Telephone Skills...' is necessary in any environment- professional/social/and casual. I will recommend my 3 nieces (14,13 & 7 -ages) read this. Ask any parent with children- the phone rings, they run to answer it. I think this book is so informally written that even a child can read and understand it's meaning of being "good natured" polite even when it's someelse fault. On the other hand, it's packed with common sense techniques that make you wonder, why businesses are requesting seminars. Go figure! Now go on- buy it!
Great refresher for "experts"; great teaching for novices.......1999-06-29
I found this book to be a great refresher tool for the "expert" in any company as well as a great teaching tool for the entry level business person. Easy reading and comprehension. Fifty minutes packed with power!
Book Description
Master the skills needed to face the challenges of a Customer Service Representative position. Guaranteed to turn out top-notch CSRs. Handle calls professionally and effectively. Learn how to keep a positive attitude, even in the most trying situations. Create a self-improvement plan for better service.
Book Description
This five-hour program teaches proper phone use to help students develop and maintain professional relationships, project a positive company image, and provide reliable service. Phone Skills for the Information Age features realistic situations and problems found in today's increasingly complex business environments. The text includes reinforcement exercises, self-assessments, case studies, reference charts for on-the-job use, and a glossary.
Customer Reviews:
student review.......2000-05-01
I am a student of the author and this book helped me with getting ready for my future career and with this book it has shown me how to properly use the phone and how to get what I want and need. The author did a great job and I highly recommand this book to any person who is getting ready to go to college or just needing some tips on how to use the phone.
Average customer rating:
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Keep Them Calling: Superior Service on the Telephone (How-to-Book Series))
Sherry Barrett
Manufacturer: American Media Publishing
ProductGroup: Book
Binding: Paperback
 General
| Business & Investing
| Subjects
| Books
Customer Service
| Industries & Professions
| Business & Investing
| Subjects
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General
| Marketing
| Marketing & Sales
| Business & Investing
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Vocational Guidance
| Job Hunting & Careers
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Secretarial Aids & Training
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General
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ASIN: 1884926479 |
Book Description
The telephone sometimes is the only link customers have with an organization. Keep Them Calling! Teaches employees polished phone deliveries to create trusting customer relationships. Whether servicing customers on the telephone is a big or small part of their job, with this quick-read book, employees are sure to make a positive impression and relay a professional image.
Customer Reviews:
An excellent read!.......2004-03-12
This book was an excellent tool for all types of telephone readers. I found it both inspiring and helpful to all members of my staff. A job well done!
Average customer rating:
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Counselling by Telephone (Professional Skills for Counsellors series)
Maxine Rosenfield
Manufacturer: Sage Publications Ltd
ProductGroup: Book
Binding: Paperback
General
| Counseling
| Psychology & Counseling
| Health, Mind & Body
| Subjects
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General
| Psychology & Counseling
| Health, Mind & Body
| Subjects
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Psychotherapy, TA & NLP
| Psychology & Counseling
| Health, Mind & Body
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Social Work
| Social Sciences
| Nonfiction
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All Titles
| Qualifying Textbooks - Fall 2007
| Stores
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ASIN: 0803979991 |
Book Description
Challenging the view that telephone counseling is a poor way to counsel patients, Counseling by Telephone contends that for certain clients this may be the therapeutic medium of choice. This supportive, instructive, and highly practical volume explores the essential skills needed to carry out effective telephone counseling--how to welcome and establish a relationship with the client, listening and responding, understanding silences, working with transference and fantasy, and recognizing and reacting to feelingsùwhich are often very distinct from those involved in face-to-face counseling. Author Maxine Rosenfield goes on to examine the benefits to both client and counselor of working by telephone, and highlights the technical and practical issues that are important for the counselor to be aware of when engaging in telephone counseling. Other chapters address issues such as group counseling by phone and counseling by other media, such as by e-mail and by letter. Clearly written, informative, and practical, Counseling by Telephone will be extremely useful for trainees, practicing counselors, and for those in the helping professions who want to work with the telephone and want to understand the difference between counseling skills and counseling on the phone.
Book Description
The Phone Book takes a hands-on, interactive approach to helping students refine and practice their telephone skills. All phone skills are covered in detail, including listening, question-ing, speaking, handling incoming and outgoing calls, customer orders, customer problems, and complaints. Examples of proper techniques are also included.
Customer Reviews:
Telephone skills for those who have none.......2004-07-24
To be honest, I'm not sure who their target audience is. The book seems to be written for people who have very little, if any phone service experience, but at the same time seems to be directed at professionals. They went to the trouble of explaining what a collect call is, but their examples include setting up major meetings and handling complicated situations. At one point it sounds like they are explaining to a top level executive that it's common for calls to be transferred, and don't be afraid to do so. I've been doing reception work for a long time and was recently promoted to Executive Assistant because of my excellent phone and office skills. Not to brag, just to illustrate that I know something about customer service on the phone. Some of the examples seem like a downright rude way to respond. A lot of the book did not apply to my business and that made it really hard to apply whatever it was they were trying to teach. I went through the whole book in one day, and I just didn't find anything in it that made me glad I bought it.
HOWEVER, if you are new to reception work and nervous about what you're going to be doing, I would not count this book out. It has some good role-playing activities and such that would probably make a newbie a bit more comfortable and give you more confidence in answering the phone and dealing with the whole gamut of situations that you will run into. It will make you think about what to say and how to handle tough situations and customers.
For people with a lot of years of this kind of experience, don't bother with this book. For those new to the profession, particularly if you will be doing sales calls, buy a used edition and give it a shot.
Customer Reviews:
Obsolete.......2001-04-09
I am new to the 'home office' concept of working. A critical success factor in this setup, where face-to-face human interaction is minimal, is to have powerful telephone skills.
I found that the book is obsolete and does not cover modern-age telephone techniques including the following :
- Effective Conference Calling - Effective Technical Presentations on telephone - Effective 'Bridge Calling' - leaving effective voice mail messages - Telephone Etiquettes - Mobile Phone techniques - Controlled Gossiping - Getting past the secretary to the Boss
Instead, the book digresses into normal sales techniques and telemarketing techniques, contradicting with the book cover : 'guide for manager or business owner'.
The book can better be retitled as 'elementary telephone skills for telemarketers'
I am disappointed.
Average customer rating:
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Telephoning in English (Cambridge Professional English)
B. Jean Naterop , and
Rod Revell
Manufacturer: Cambridge University Press
ProductGroup: Book
Binding: Paperback
English (All)
| Dictionaries & Thesauruses
| Reference
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General
| Dictionaries & Thesauruses
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Science
| Dictionaries & Thesauruses
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Conversation
| Etiquette
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General
| English as a Foreign Language
| Instruction
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| Reference
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Business English
| English as a Foreign Language
| Instruction
| Foreign Languages
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Dictionaries
| English as a Foreign Language
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Pronunciation & Conversational English
| English as a Foreign Language
| Instruction
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General
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Remote Sensing
| Computer Technology
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| Professional & Technical
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General
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General
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ASIN: 0521539110 |
Book Description
Telephoning in English is for professionals and trainees in business, commerce and administration who need to be able to receive and make telephone calls. It is suitable for use in class or for self-study. Telephoning in English develops and consolidates practical telephone skills in a variety of interesting and relevant contexts. Activities range from message-taking and spelling practice to role play, providing learners with a comprehensive course in using the telephone in English.
Customer Reviews:
My lucky star.......2000-12-21
I'm just the beginner in English and I think this is a book I have expexted for a long time. Inside I learn many phrases or sentences that often used in telephone conversation. And now although I'm still beginner but I can express the spirit of this book to my telephone conversation
Book Description
Success at work isn't just about working harder. It means thinking and working smarter. The Self-Development for Success series helps you quickly improve basic but crucial professional skills--and ensure your ongoing career success.
These brief, visually attractive, interactive books let you assess your current strengths, target weak areas, and build your knowledge and skills. You get an entire skills-training workshop--complete with charts, checklists, exercises, and questionnaires.
With Telephone Techniques, you'll learn how to: * Get your message through to people the first time around * Deal with aggression and handle complaints * Practice the art of influencing people via the telephone * Tame the telephone--you CAN control it! * Improve your telephone techniques and boost your business.
Other titles in the series: Effective Communication Effective Delegation Effective Interviews Perfect Presentations Selection Interviewing Stress Management Time Management
Average customer rating:
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Stop Postponing the Rest of Your Life/Expand Your Career Horizons
Paul Stevens
Manufacturer: Ten Speed Press
ProductGroup: Book
Binding: Paperback
General
| Job Hunting & Careers
| Business & Investing
| Subjects
| Books
Guides
| Job Hunting & Careers
| Business & Investing
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Job Hunting
| Job Hunting & Careers
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General
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Management & Leadership
| Business & Investing
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| Business Ethics
| Consolidation & Merger
| Decision-Making & Problem Solving
| Distribution & Warehouse Management
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| Information Management
| Leadership
| Management
| Management Science
| Motivational
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| Operations Research
| Planning & Forecasting
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| Production & Operations
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| Strategy & Competition
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| Total Quality Management
| Training
Success
| Self-Help
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ASIN: 0898155185 |
Books:
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- Shifting Into Higher Gear: An Owner's Manual for Uniting Your Calling and Career
- Spanish Dictionary of Business, Commerce, and Finance Diccionario ingl'es de Negocios, Comercio y Finanzas (Routledge Bilingual Specialist Dictionaries)
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