Most very call is a potential customer on the line or in your store. While you may not close a deal on this first interaction, what you say and how the interaction moves on can determine your revenues. Even if the deal is not closed the content of the conversation may be repeat. You may not only lose the revenue from one customer but the customer may repeat to others the negative impression they have received from talking with you. This is an important program for your entire staff. A great 9 minute episode that is important for your business success.