1. Years ago, when I worked at Coca Cola, I received fantastic advice from my boss – “Always state your I.P.A. at the start of every Sales Pitch, Call or Presentation. I – Introduction - what’s your name and who do you work for or represent P – Purpose – why you are calling. Include a ‘Hook’ – [...]

A major contributing factor in Sales and Customer Service calls in UK call centres is use of ‘tight’ scripts. On one occasion I heard of a major utility company setting out a script of NINETY TWO ‘Alternative Closed’ questions. Each question offered two responses, leading to the next alternative closed question and so on until [...]