Dear Steve

As a testimonial of my satisfaction with the learning experience with your Telephone Selling Skills 1-day workshop, I learned the following important aspects of effective Telephone Selling Skills:

1. Active Listening
2. Managing Customer Behavior
3. Overall skills such as word choice, articulation and manners

Steve Shire, the instructor of this workshop possessed both the experience-based and academic knowledge to allow us to discuss real life situations. Beyond the ability to present the information related to cold call prospecting and telephone sales, the instructor of this seminar series was able to lead the sessions and create a team-based learning environment where we accepted the bulk of the responsibility to learn through the process of sharing each other s experiences and solving them together in a group.

I also liked the workbooks, quick reference cards, videos, and well-designed practical exercises helped me to follow and reference information quickly and accurately. Immediate identification of and feedback of our actions was appreciated while we reviewed discussions to highlight proper behaviors and help diagnose and treat problem areas. Also, the appropriate flow of introducing material at strategic points during the workshop reinforced the learning process by building on key concepts incrementally.

The most important aspect of this training experience is the acquisition of new knowledge. The building block approach to improving Telephone Sales Skills enhanced my ability to:

1. Understand my caller s needs and know exactly what I need to do to satisfy those needs
2. Grasp the importance of learning my customer s behavior so that I will know how to best work with them and establish a lasting relationship.
3. Learn how to really listen to my callers. I was bad about talking too much and not really finding out what they had to say.

Based on what I learned in this workshop I feel I have the tools to be more efficient and effective with our clients and within my workplace.

Thanks to your company, I can confidently say that I have an enhanced skill set and tools for creating more business for our law firm.

Michelle Usher
Legal Assistant
Attorney Jim Medley & Associates