Rev. ed. of: Stephan Schiffman's telemarketing. 1992.

Introduction to the new edition -- Getting started -- A typical day -- Understand your ratios -- Tracking actual daily numbers -- The five ways you can increase your income -- Little things can mean a lot -- Your "golf grip" -- "Closing" (and its hazards) -- The four steps of the telephone sales process -- Understand the numbers - and improve your approach -- Move forward in the sales process -- Define prospects accurately -- Count the "no" answers -- The ups and downs of selling -- People respond in kind -- Interruptive marketing -- Why writing it all down is essential -- Master the game of catch -- Developing your attention statement -- Developing your identification statement -- Developing the reason for the call -- What to do if you don't get interrupted -- The department store -- "hHppy now" -- "Not interested" -- "Send literature" -- The direct question -- Put it all together -- Some variations on the standard call -- The art of leaving messages -- Another effective variation -- The art of calling back -- "I was just thinking of you" -- How to call former customers -- How to get and use connections with people at the top -- How to send the right emotional message over the phone -- The recipe for a great conversation -- The past, the present, and the future -- Ask "how" and "why" early and often -- Verify your information -- Paint a picture -- Critical point #2 -- When to stop calling -- Ten traits of world class salespeople.