This concise guide to an essential business skill brims with practical advice on developing the right approach to using the telephone to increase selling effectiveness. Particularly useful to all (tele)sales, call centre and marketing personnel, it will help any individual, from newcomer to experienced worker, to get the best from every call. Chris de Winter, a training specialist within the telesales and marketing areas, includes Capital Bank, Castrol Oil, Foden Trucks and HSBC among her clients. She has also written "Selling by Telephone" (Kogan Page, 1998).