I. Defining Sales
 A. What it is.
 B. What is isn't.
 C. How phone sales differs from face-to-face sales.
 
II. Phone Etiquette for the Sales Person.
 A. Building rapport
 B. Minding your manners
 C.  Leaving messages that will get you a call back

III. Turning an incoming call into a Sales Call
 A. Communication 101
 B. Solving their problems.  How easy is that?

IV. The ProActive Phone Sales Process
 A. Determining your mission for the call
 B. The Biggest Challenges in phone sales
  1.  Getting past procrastination
  2. Getting to the right people (lead generation)
  3. Getting past the gatekeeper
 C. Pre-call planning
 D. Opening the sales call
  1. What to say (I hope you're having a great day in "name of city")
  2. What NOT to say!
 E. Introducing your product or service
 F. Communication 202
  1. Asking the Right Questions
  2. Doing the right "thing"
 G. Building meaningful benefits for the prospect
 H. Keeping the relationship alive.  Moving to the next step.
 I. Follow up and follow through
 J. Keeping your promises, period.

V. Handling irate prospects or customers
 A. Communication 303
 B. The goal of a negative encounter
 C. How to shine in the "darkness"