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Telephone Skills that Satisfy Customers:... > About the Crisp 50-Minute Series - Pg. 9

9 About the Crisp 50-Minute Series The Crisp 50-Minute Series was designed to cover critical business and professional development topics in the shortest possible time. Our easy-to-read, easy-to- understand format can be used for self-study or for classroom training. With a wealth of hands-on exercises, the 50-Minute books keep you engaged and help you retain critical skills. What You Need to Know We designed the Crisp 50-Minute Series to be as self-explanatory as possible. But there are a few things you should know before you begin the book. Exercises Exercises look like this: DO NOT ALTER OR DELETE THIS LINE ­ It is here for spacing purposes. DO NOT ALTER OR DELETE THIS LINE ­ It is here for spacing purposes. E XERCISE T ITLE Questions and other information would be here. DO NOT ALTER OR DELETE THIS LINE ­ It is here for spacing purposes. DO NOT ALTER OR DELETE THIS LINE ­ It is here for spacing purposes. Keep a pencil handy. Any time you see an exercise, you should try to complete it. If the exercise has specific answers, an answer key will be provided in the appendix. (Some exercises ask you to think about your own opinions or situation; these types of exercises will not have answer keys.) Forms A heading like this means that the rest of the page is a form: DO NOT ALTER OR DELETE THIS LINE ­ It is here for spacing purposes. FORMHEAD Forms are meant to be reusable. You might want to make a photocopy of a form before you fill it out, so that you can use it again later. Introduction