Non-confrontational Sales: A Modern Sales Guide To Rapidly Improving In-Home Sales.
It focuses on in-home sales and has a chapter or two on telesales as well. I thought it was very good and picked up a couple of tips.
The author talks about what he calls "push" (confrontational) words and "pull" (non-confrontational) words.
The book focuses on pulling the prospect gently in the direction of the close by using verbal, body language, and tonality patterns to maintain a positive non-pushy presence and by adding to their "emotional bank account".
I also liked how he described the only objection that really exists. It's this:
"Based on what you told me and how you have made me feel, I haven't heard enough information or understood enough information, to get me feeling more positively about you and your services, than feeling negatively about them."
I thought it was pretty good and I've never seen it mentioned anywhere. I stumbled across it on Amazon.