@book{73040,
	author = {ANDERSON, KRISTIN and RODRIGUES, TALITA M.},
	title = {COMO ENCANTAR O CLIENTE PELO TELEFONE},
	publisher = {CAMPUS},
	year = {2001},
	address = {RIO DE JANEIRO},
	edition = {6 ed.},
	url = {https://www.santoandre.sp.gov.br/pesquisa/con_detalhe.asp?ID=88515&vHistoryNovo=sim}
}