What kind of impact do your people make in the first few seconds of their calls? Are they clear about their objectives? This video focuses on the importance of knowing the desired outcome of each conversation.

Isaac Jones works in a busy insurance company call center. His job is to make appointments for sales representatives to visit potential customers. His first call of the day is to a home business, The Foxfield Racing Stables. It turns out to be a disaster. He is strung along by a 9-year-old, who has him believing the loss of her guinea pig was really the theft of a million dollar racehorse.

Next Isaac encounters Franco, who is in the midst of moving his office and has an angry visitor at the door. For Isaac this is simply bad luck - he couldn't have picked a worse time to try to share the benefits of his company's services. He initially responds emotionally, winding up his prospect into an emotional frenzy.

After learning a few simple techniques, he maintains a professional attitude and learns to handle the calls effectively. By talking to a colleague and remembering his successes, he is soon back on track and ready to make his "call backs".

Participants will learn to:

• Be clear about objectives
• Make the most of the first 15 seconds
• Make a friend of "the gatekeeper"
• Overcome fear of rejection
• Personalize the messages
• End on an upbeat note