@book{974,
	author = {Fisher, Judith E.},
	title = {The phone book: telephone skills for business success. /},
	publisher = {Irwin Mirror Press,},
	year = {c1996.},
	address = {Chicago :},
	note = {Includes index.},
	url = {http://www.loc.gov/catdir/description/mh031/95001863.html}
}