In this video, we explain what the benefits and best techniques are for demonstrating great telephone call control. This will help in reducing call times and unwanted additional calls. The benefits are both for you and the customer.

In this 10 minute version, we examine the main questioning skills and how to use them for effective conversation control. Open, closed, leading, echoic, rhetorical and clarifying questions are all explained.

This 10 minute video explains the basics of selling including the concepts of uncovering customer needs, handling objections, features and benefits and closing the sale.

Self-report methods gather data directly from the participants. Here, we illustrate and compare questionnaire and interview methods, then look at some of the problems and limitations common to all self-report methods and how they may be...