A practical guide for banks and savings banks on the systematic and active use of the telephone. The 4th revised and updated edition additionally includes tips for using mobile phones and many examples for outcome-oriented and efficient telephone communication. New market conditions also require new acquisition techniques. In the distribution of financial services, the telephone as a communication medium is becoming increasingly important. Active customer engagement over the phone must be learned. This book demonstrates which techniques in outreach and conversation management lead to success. This also significantly includes overcoming employees' inhibitions and practicing the methodology. An indispensable guide for investment advisors and customer service representatives in banks and savings banks for the systematic and active use of the telephone. The 4th revised and updated edition.