2.1 Key Element Review (16.5 min.)

Building Relationships - Review (24 min.)

2.2 Action Step 2 Think About It (1 min.)

3.1 Simple LAMA Review (16 min.)

3.2 Action Step 3 Acknowledgements (4 min.)

4.1 The Art of Asking Questions (18 min.)

4.2 Action Step 4 Supply the Supplies (2 min.)

5.1 Mistakes with Questions (18 min.)

5.2 Action Step 5 Open with Business (2 min)

6.1 Phone Etiquette (19 min.)

6.2 Action Step 6 Manners Please (2 min.)

7.1 Review 5 Rules and Benefits (19 min.)

7.2 Action Step 7 Match the Benefit (2 min)

8.1 Six Step Call Strategy (16 min.)

8.2 Action Step 8 Starts and Finishes (2 min)

9.1 Handling Upset Customers (21 min.)

9.2 Action Step 9 Plan Ahead (3 min.)

10.1 Be Prepared (16 min.)

10.2 Action Step 10 Build a LAMA and Educate Caller (8 min.)

11.1 Bonus Lesson - Give Freely (13 min.)