- The document provides tips and strategies for improving telephone sales tactics, such as identifying customer needs, setting call objectives, structuring calls, asking questions, and addressing customer reluctance. - It recommends maximizing phone time by preparing for calls, setting objectives, and structuring calls into clear sections. - Representatives are advised to gather necessary customer information through open-ended questions, qualify customers, and record all details of interactions in the company's database for future use. - Addressing customer reluctance involves pausing, clarifying objections, listening, answering with benefits, and recapping to resolve misunderstandings.

1. Tactics for Improving Telephone Sales Bemis Associates, Inc. Wednesday, May 9 th 2007 Facilitator: Heather L. Eaton