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1

Chevallier, Carolyn Feuille-Le. Business telephone skills. Hemel Hempstead: Prentice Hall, 1991.

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2

Company, Gale Research. National business telephone directory. Detroit, Mich: Published for Nicholas Pub. Co. by Gale Research Co., 1986.

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3

Telephone techniques. 2nd ed. New York, N.Y: Glencoe/McGraw-Hill, 1998.

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4

Neal, Dorothy A. Telephone techniques. Lake Forest, Ill: Glencoe, 1991.

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5

Fisher, Judith E. Telephone skillsat work. Burr Ridge, Ill: Business One Irwin/Mirror Press, 1994.

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6

Varcasia, Cecilia. Business and Service Telephone Conversations. London: Palgrave Macmillan UK, 2013. http://dx.doi.org/10.1057/9781137286185.

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7

Effective telephone skills. San Diego: Harcourt Brace Jovanovich, 1990.

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8

Farrell, Thomas J. Effective telephone skills. 2nd ed. Fort Worth: Dryden Press, 1994.

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9

Weiss, Donald H. Winning on the telephone. New York, N.Y: American Management Association, 1988.

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10

Fisher, Judith E. Telephone skills at work. Burr Ridge, Ill: Business One Irwin/Mirror Press, 1994.

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11

Telephone mastery: Skills for business productivity. Eden Prairie, MN: Paradigm, 1990.

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12

Finch, Lloyd C. Telephone courtesy & customer service. 2nd ed. Los Altos, CA: Crisp Publications, 1990.

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13

Telephone courtesy & customer service. 3rd ed. Menlo Park, Calif: Crisp Publications, 2000.

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14

Lapp, Robert. Developing effective telephone skills. 2nd ed. Eau Claire, WI: Professional Education Systems, 1987.

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15

Nadine, Kettaneh, PricewaterhouseCoopers LLP, and Spanish Chamber of Commerce in Great Britain, eds. Doing business with Spain. 2nd ed. London: Kogan Page, 2001.

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16

Pombo, Fernando. Doing business in Spain. New York, NY: M. Bender, 1987.

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17

Pablo, Villanueva, Spanish Chamber of Commerce in Great Britain., and Iberia (Airline), eds. Doing business with Spain. London: Kogan Page, 1996.

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18

Ernst &. Young. Doing business in Spain. New York: Ernst and Young, 1990.

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19

(Firm), Price Waterhouse, ed. Doing business in Spain. [s.l.]: Price Waterhouse, 1993.

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20

(Firm), Price Waterhouse, ed. Doing business in Spain. [s.l.]: Price Waterhouse, 1990.

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21

Bové Montero & Cía., ed. Doing business in Spain. 6th ed. Barcelona: Gestión, 1998.

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22

1943-, Cremades BernardoM, ed. Business law in Spain. 2nd ed. London: Butterworth, 1992.

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23

Pombo, Fernando. Doing business in Spain. New York, NY: M. Bender, 1987.

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24

Fisher, Judith E. The phone book: Telephone skills for business success. Chicago: Irwin Mirror Press, 1995.

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25

Green, Gary S. Telephone phrase practice for business: Basic phone answering. Englewood Clifs, NJ: Prentice Hall Career & Technology, 1994.

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26

Garner, Pat. Using the office telephone effectively. EnglewoodCliffs, NJ: Regents/Prentice Hall, 1993.

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27

Bodin, Madeline. Using the telephone more effectively. 2nd ed. Hauppauge, NY: Barron's Educational Series, 1997.

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28

Using the office telephone effectively. Englewood Cliffs, N.J: Regents/Prentice Hall, 1993.

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29

Using the telephone more effectively. Hauppauge, N.Y: Barron's, 1991.

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30

Zeller, Dirk. Telephone Sales For Dummies. New York: John Wiley & Sons, Ltd., 2008.

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31

Zeller, Dirk. Telephone sales for dummies. Hoboken, NJ: Wiley Pub., 2008.

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32

David, Pomeroy Christopher, ed. Password Spain: A guide to business in Spain. Madrid: Moonshine, 1994.

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33

Telephone techniques: The essential guide to thinking and working smarter. New York: AMACOM, 1998.

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34

Walker, Lin. Telephone techniques: The essential guide to thinking and working smarter. London: Marshall, 1998.

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35

Tough telephoning: Mastering business on the telephone. London: Pitman, 1996.

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36

American Collectors Association. Education Dept., ed. Professional telephone collectors' techniques. Minneapolis, MN (4040 West 70th St., Minneapolis 55435): The Association, 1995.

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37

Guide for telephone collections. Washington, D.C.?]: Department of Housing and Urban Development, 1988.

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38

Hitt, A. W. Positive impressions: Effective telephone skills. St. Louis, MO: Aim Press, 1992.

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39

Friedman, Nancy J. Telephone skills from A to Z: The Telephone "Doctor" phone book. Menlo Park, Calif: Crisp Publications, 1995.

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40

Grabel, Joyce Anne. Making every call count: Best practices for business telephone communication. Alexandria, VA: Briefings Pub. Group, 2004.

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41

The Bell System and regional business: The telephone in the South, 1877-1920. Baltimore: Johns Hopkins University Press, 1989.

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42

Martínez, Robert E. Business and democracy in Spain. Westport, Conn: Praeger, 1993.

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43

Fabregat & Bermejo., ed. Business law guide to Spain. Oxfordshire: CCH Editions, 1990.

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44

The business culture in Spain. Oxford: Butterworth-Heinemann, 1994.

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45

Bank, Barclays, ed. Barclays business guide to Spain. London: Barclays Bank, 1990.

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46

Martinez, Robert Esteban. Business and democracy in Spain. Westport, Conn: Praeger, 1993.

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47

Better business by phone: A guide to effective telebusiness management. West Lafayette, IN: Ichor Business Books, 1999.

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48

Wildemann, Terry. 1-800 courtesy: Connecting with a winning telephone image. Newport, R.I: Aegis Pub., 1999.

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49

Greenfield, Stanley R. National Business Telephone Directory. 2nd ed. Trinet, 1989.

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50

Greenfield, Stanley R. National Business Telephone Directory. Trinet, Incorporated, 1989.

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