This was found in a medium-sized public library in the Detroit area. Its title immediately ages it. Yes, the telephone is still an important tool in business, and some of the techniques outlined here are still useful, but the book as a whole is very dated. If they want to teach people how to be really effective with their phone, they need to talk about productivity apps, conference calls, and texting. This is not your mama’s corded, pulse-dialing phone world of 1992. A better book over all would talk about general communication techniques for selling, including social media, video, chat, email, and product webinars.
I’m never a fan of worksheet-style books for libraries, although this one miraculously made it 22 years without being written in. The worksheets included below are ok for thinking about how to make effective phone calls, but if someone relies on them to the point of writing out a script for every call they’re going to make, I can’t see that they’re saving any time. Just send an email if you’re writing that much!