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Chapter 10. Controlling the Conversation

Chapter 10. Controlling the Conversation

Callers sometimes shift from topic to topic, or they get carried away on a subject that has no connection to your business or why they called. This may be okay when you have some time and are trying to build rapport on the telephone. However, you usually won’t have time for a wandering discussion. Other calls may be coming in, or an important task may require your immediate attention.

What you need to do in this case is take control of the conversation. The recommended Telephone Doctor® technique is called “Back-on-Track.”


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