Book excerpt: This book will enable you to set up an outbound telephone selling operation either 'from scratch' or by retraining customer service staff in the skills of professional selling over the phone. Straightforward and practical throughout, Pat Cochrane will take you step-by-step through the management issues that need to be addressed. With case studies showing successful best practice from companies like BT, Girobank and Doctor Solomon, this book will show you how to be proactive in selling your company, products and services over the phone.