CHAPTER 20

TELEPHONE SELLING

Caught you! You were going to skip this one because selling isn’t part of your job description. It doesn’t matter. What you’ll learn here will help you in your job. After all, everyone does some selling over the phone—even if it is only selling the caller on the idea that you have the necessary information or that you are capable of taking the requested message.

Telephone selling has gotten a bad reputation with many people. Who hasn’t been called away from the dinner table to listen to “a fabulous, once in a lifetime chance to …?” You get the picture.

But professional telephone selling should really be called “sharing information and alternatives.” Remember, you and your customer are partners. Even if the call you ...

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